Furniture News 417

#417 June 2024 www.furniturenews.net

TIME TO DINE World Furniture’s wholesaling milestone

INDX BEDS & BEDROOM FURNITURE COMPONENT EXPO TRADE SERVICES | AI OUTDOOR | NEW IN UPHOLSTERY

MAN MEETS MACHINE How AI is changing the furniture industry Calling out inappropriate behaviour Retailers respond to consumer research findings

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Editor's comment Paul Farley Editor-in-chief

“It’s the dawn of a new industrial era, and no-one truly comprehends the potential outcomes

01424 776101 paul@gearingmediagroup.com @FurnitureNewsED @Furniture News www.furniturenews.net

You have my word for it – this has not been written by a robot. Nor, as long as my name’s in the byline, will it ever be.

Thanks to the mainstream adoption of applications like Chat GPT, the steadily expanding role of artificial intelligence (AI) in writing tasks has become a hot topic. Why go to the effort of putting words on the page when, if assisted by a few prompts, a computer can do it all for you?

Yes, it’s getting harder to tell the difference (perhaps a criticism of my abilities as much as how quickly the software is evolving), but there remains a fundamental problem here – when computers are able to do everything, what’s left for us?

Virtual assistants are just one example of the changes taking place across every aspect of our lives, driven by the rapid acceleration of AI technology. From ‘smart’ production lines and product design to business outcome modelling and photorealistic image renders, AI is already hard at work across our industry, in manufacturing, in distribution, in retail, and in our day-to-day lives.

It’s the dawn of a new industrial era, and no-one truly comprehends the potential outcomes. For now, cost, security, ethical concerns and a lack of understanding stand in the way of more widespread adoption – but not for long.

From p56, we’re exploring AI in the furniture industry, looking at some of the retail applications already in use, sharing expert takes on generative AI and the future of home shopping, and, on p82, what our regular contributors think. I hope it serves as a conversation starter – how might your business begin to embrace AI’s many benefits, and which directions are likely to prove most beneficial?

With a General Election taking place on 4th July – and the typical disruption it’ll bring – I’ll be keeping a close eye on the influence AI might exert …

Elsewhere in this month’s issue, we’ve reviews from INDX Beds & Bedroom (p34) and the inaugural Furniture Component Expo (p42 – at which, coincidentally, I hosted a panel discussion exploring the ‘automation versus skills’ debate), plus a feature dedicated to outdoor furniture, kicking off a Products section kindly sponsored by Nova (p50).

From p10, some of our regular retailer contributors offer their take on Understanding the Furniture Shopper, the Cylindo-sponsored consumer research report we published in April. Do our findings align with their experiences? And what lessons might be learned?

Of course, there’s plenty more besides – including opinion pieces from regular columnists Steve Pickering (p76), Adam Hankinson (p74) and Gordon Hecht (p72), Q&As with Bluebone’s Sam Jackson (p16), Harmony Furnishings’ Jason Stone (p20) and Furniture Village’s Abby Baker (p24), and a call to confront inappropriate behaviour from Devonshire’s Nicolle Hockin (p78).

As you prepare for summer (including the long-overdue return of the Manchester Furniture Show!), if Westminster’s big ballot isn’t enough for you, don’t forget that you have until Friday 7th June to cast your votes in our Readers’ Choice Awards, at www.bit.ly/fn-readers-choice-awards-2024.

Phew! I hope all that makes (slightly) more sense than your latest Chat GPT results.

Paul Farley

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#417 June 2024 www.furniturenews.net

Contents

TIME TO DINE

16

World Furniture’s wholesaling milestone

INDX BEDS & BEDROOM FURNITURE COMPONENT EXPO

NEWS

10

INSIGHT

10

Understanding the Furniture Shopper – retailer

Calling out inappropriate behaviour

TRADE SERVICES | AI OUTDOOR | NEW IN UPHOLSTERY

7

MAN MEETS MACHINE How AI is changing the furniture industry

Retailers respond to consumer research findings

COVER FEATURE FN417_Pages PF.indd 1

23/05/2024 13:38

18 WORLD FURNITURE

EDITORIAL EDITOR-IN-CHIEF Paul Farley 01424 776101 paul@gearingmediagroup.com X @FurnitureNewsED SALES SALES AND MARKETING DIRECTOR (FURNITURE NEWS PORTFOLIO) Sam Horscroft 07764 650655 sam@gearingmediagroup.com X @FurnitureNewsAD

response

Sam Jackson Bluebone

12

SALES EXECUTIVE Caroline Littler 07861 231461 caroline@gearingmediagroup.com OVERSEAS AGENT Casey Loo (Asia) +65 973 00123 (WhatsApp) casey@apsmediagroup.com

Peter Harding Fairway Furniture

78

PRODUCTION PRODUCTION MANAGER James Ash james@gearingmediagroup.com DIGITAL MANAGER Nyall McCurrach nyall@gearingmediagroup.com COPY ADMINISTRATOR Steve Merrick 01424 776108 production@gearingmediagroup.com ACCOUNTS ACCOUNTS/GENERAL MANAGER Wendy Williams 01424 817433 wendy@gearingmediagroup.com

Nicolle Hockin Devonshire

81

CHAIRMAN Nigel Gearing

16

Getting personal

18

World Furniture

20

Harmony Furnishings

22

Hypnos

24

60 seconds with …

28

EVENTS

34

INDX Beds & Bedroom

42

Furniture Component Expo

49

PRODUCTS Sponsored by

50

Outdoor

56

AI

62

New in upholstery

66

Trade services

72

OPINION

72

A good retail business is like a sturdy table

74

Gift yourself the sale

76

F*** the system!

78

Calling out the unacceptable

81

Partner comment

82

Feedback

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Paddy Wallace Clarion Events

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NEWS 7

Dreams has been awarded the Manufacturing Guild Mark by The Furniture Makers’ Company, and has become a corporate member of the industry livery company/ charity

IKEA UK has confirmed that the opening of its renovated Oxford Street city store will be delayed until spring 2025 due to a flood risk in the basement

La-Z-Boy has unveiled a promotional partnership with The Garfield Movie, comprising ad campaigns, competitions and product placements

The NBF has appointed its first female president, Tean Dallaway, the CEO of Airsprung Furniture Group (previously VP, manufacturers) taking over from Vispring MD Jim Gerety

Qualita has announced the acquisition of Centrepiece International’s wholesale operation, providing it with access to new metal, glass and marble dining and occasional furniture lines

Sealy UK has appointed Neil Clark (ex-Franke) as GM, suceeding David Trimble

Vispring has been honoured with a King’s Award for Enterprise for International Trade

Proposte recorded a visitor uptick of +4%, with international buyers (from some 70 countries) accounting for 70% of the total

READ MORE ONLINE AT WWW.FURNITURENEWS.NET

Dormeo owner invests £10m in Swyft’s expansion Swyft’s founder and CEO Keiran Hewkin (pictured) has announced a £10m deal with a new owner, special purpose vehicle (SPV) Sleep Brands, to fund the global expansion of the UK sofa-in-a-box brand.

Swyft has seen strong growth since it launched in December 2019, with a run rate of £24m, and the deal sees a significant investment into the business and an opportunity for broader confidence across the category, says Keiran.

Sleep Brands is owned by Gian Fazio, who is mainly active in the furniture components market in the US, and contract manufacturing in Europe, both in bedding and upholstery. In February 2023, Gian acquired Dormeo UK as part of a distress sale, which is now heading for revenues of £30m.

The acquisition, and subsequent investment, will be used to launch Swyft in international markets, with an aim of Germany by the end of 2024, followed

by at least two additional European territories in early 2025.

Gian comments: “Keiran has built a brand which very successfully combines convenience with a modern, urban design. His background in upholstery and as an entrepreneur has allowed him to develop a team with a unique set of skills – unmatched, in my opinion, in this industry. The transaction was as much about the brand as the team.”

Silentnight owner acquires Sleepeezee Following a six-month process, Kent-based bed and mattress manufacturer Sleepeezee has been acquired by The Sleep Group, which is owned by HIG Capital, and is the majority shareholder of Silentnight, the UK’s biggest sleep brand.

The acquisition, from France-based PE company Perceva, will see “two strong, independent brands with distinct market positions delivering a group market share of circa 20%” and continuing to operate under the stewardship of their current management teams from their respective sites in Rochester, Kent and Barnoldswick, Lancashire.

HIG states that both businesses will continue to work in partnership with their customers and established supplier networks, with “a future focus on leveraging their combined strengths in the bed and mattress market”.

Sleepeezee, which operates in the upper-middle

end of the bed market, has confirmed that it will be “business as usual” for now, and that its customers may come to benefit from synergies between the brands in the future.

HIG Capital MD John Harper comments: “We’re excited to add Sleepeezee to the group – it is a strong, scalable brand, with significant room for growth both domestically and internationally.”

Tracey Bamber, Silentnight’s CEO, says: “We’re delighted to welcome Sleepeezee to the group and look forward to moving forward together as two wellrespected distinct businesses in the UK market.”

Steve Warren, Sleepeezee’s MD, adds: “2024 sees Sleepeezee celebrating our 100th year in the bed industry – we’re delighted to be joining the group at such a pivotal time, and can’t wait to start delivering on our growth plans under new ownership for many more years to come.”

Strong results prompt M&S to look to the future Marks and Spencer has reported robust results for the FY ended 30th March 2024, achieving a PBT and adjusting items of £716.4m (from £453.3m in 2022/23), a statutory profit before tax of £672.5m (from £475.7m in 2022/23), and ending the year in “the strongest financial health since 1997”. Clothing & Home sales were up +5.3%, representing “marketleading share growth”.

Online sales grew by +7.8%. In April, the retailer said it would stop selling large furniture in-store, shifting the emphasis online (see overleaf). “Our long-term objective for M&S.com’s share of Clothing & Home sales is to grow towards 50%, having increased from 22% five years ago,” states M&S. “We remain laser-focused on the growth opportunities across women’s, men’s, kids, and core Home. As part of this, we are simplifying the bulky ‘two-person’ delivered furniture operation. This

will impact annual online sales by c.£80m, but will release space and resources to expand the growing core Home business.” Store sales increased +4.1%.

M&S opened six full-line stores and closed 12, of which five were relocations.

CEO Stuart Machin says: “Two years into our plan to Reshape for Growth, we can see the beginnings of a new M&S. Food and Clothing & Home grew volume and value share ahead of the market and sales increased across stores and online. Both businesses have now delivered 12 consecutive quarters of sales growth and this trading momentum gives us wind in our sails, and confidence that our plan is working.”

Rachel Higham is set to join the retailer as chief digital and technology officer this month, and Mark Lemming has been promoted from running the Clothing & Home supply chain to international MD.

8 NEWS

Furniture Makers installs 62nd master On 13th May, Brian Ahern was installed as the 62nd master of The Furniture Makers’ Company, succeeding Amanda Waring. The annual installation ceremony took place in the Long Parlour at Mansion House, the official residence of the Lord Mayor of London. During the same ceremony, Debbie Johnson and Jessica Alexander were installed as the new senior and junior warden of the company, respectively.

The ceremony was followed by a dinner in the venue’s Egyptian Room. Around 200 guests were in attendance, and were joined by city dignitaries including: the Rt Hon the Lord Mayor, honorary liveryman alderman professor Michael Mainelli; the Lady Mayoress; alderwoman and sheriff Dame Susan Langley DBE; and alderman and sheriff Bronek Masojada.

Following an early career in electrical wholesaling, Brian joined cabinet furniture manufacturer Corndell and spent 18 years with the company – 10 of them as MD – before leaving when it was sold in 2013. He has been on the BFM board

since 2004, and is currently chair of the Furniture Industry Research Association and a member of the board of the British Furniture Confederation.Brian joined The Furniture Makers’ Company in 2003, became a liveryman in 2006 and has served on the court – the company’s board – since 2013.

Brian says: “I am immensely honoured to have been installed as the 62nd master of this great livery company. I very much look forward to working closely with my wardens, Debbie Johnson and Jessica Alexander, to champion our livery and deliver our strategy, increasing membership and promoting our wonderful industry.”

Australian group acquires Fabb Furniture Australian furniture group Nick Scali has acquired specialist UK home furniture retailer Anglia Home Furnishings Ltd (trading as Fabb Furniture) for a consideration of £2, and all of the secured debt owed

by Fabb Furniture for £3.5m. The Australian business intends to pay £0.5m to exercise the option to exit the existing DC arrangement and also provide a net working capital injection of up to £6m.

Post-acquisition, Nick Scali says it intends to invest further in the existing Fabb Furniture network in order to establish the Nick Scali brand in the UK, in line with its own UK growth strategy, including through store refurbishments and rebranding, the establishment of a new DC and new store openings. The reinvented store network will then transition to selling the Nick Scali product range, leveraging the group’s buying power and supply chain.

Founded in 1979, Fabb operates a 21-store network across the UK, all located in out-of-town

retail parks, and predominantly in large-scale formats.

The total retail real estate footprint covers over 24,000m2.

Nick Scali CEO Anthony Scali says: “The acquisition of Fabb Furniture provides an opportunity to enhance our geographic diversity and scale beyond Australia and New Zealand for the first time.

The acquisition provides us an immediate entry point into the large UK market with a 21-store network across key locations – a scaled platform to establish the Nick Scali brand and product offering in an attractive new market.

“Fabb Furniture’s gross margin is estimated to be approximately 10 percentage points lower than larger UK competitors on a LFL basis. As we did when we acquired [sofa chain] Plush, we believe we can leverage the Nick Scali buying power, combined with our supply chain and logistics capabilities, to deliver significant gross margin uplift for the UK business.”

M&S to cut own-brand furniture from stores Marks & Spencer is planning to stop selling the majority of its in-store own-brand furniture over the coming months. The retailer intends to stop selling larger furniture items through its shops, while continuing to sell furniture online in partnership with third-party brands.

“While we have a fantastic range of home products, we want to bring even more newness and great value, stylish product to our customers’ homes,” says a spokesperson.

“To do this, we will range fewer large, own-brand furniture products and expand our range of key pieces like accent chairs, side, and coffee tables

– working with third-party brands to complete our offer.

“Customers will be able to shop our own-brand Made to Order range through until 31st July, while other ‘bulkier/larger’ own-brand furniture products will be available to shop until autumn. By ranging fewer larger pieces of own-brand furniture, we can focus on growing our core home ranges (Bed, Bath, Cook & Dine, Home Accessories and Home Fragrances).

“All furniture customers will continue to benefit from our industry-leading 10-year furniture guarantee, in line with our usual T&Cs.”

Furniture Outlet opened its new 30,000ft2 flagship store in Colchester on 3rd May

The Cotswold Company has partnered with a local delivery company to launch its whiteglove delivery service in Northern Ireland

Sleepeezee has made a charitable contribution of £32,000 to the British Heart Foundation, stemming from sales of its Travelodge Dreamer mattress

Upholstery2u, a mobile upholstery repairs provider, has received £1.125m in growth capital from Middleton Enterprises

Harrison Spinks has earned a King’s Award for Sustainable Development, adding to its two current King’s Awards for Innovation and International Trade, and previously awarded Queen’s Awards

Next’s full-price sales were up +5.7% YoY in Q1 (to 27th April), slightly ahead of expectations (+5%). Online sales were up +8.8%, while store sales were flat

Wayfair’s total net revenue in Q1 was $2.7b (down -1.6% YoY). Of that, international net revenue was down -5.8% YoY. The business made a gross profit of $819m but emerged with a net loss of $248m

Airsprung Group’s Angela Withey has reached 60 years of service with the business

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10 INSIGHT

Understanding the Furniture Shopper the retailer response Have you read Understanding the Furniture Shopper, the comprehensive consumer research report featured in April’s issue? These retailers have – and here are their thoughts …

In April’s issue, Furniture News, supported by 3D furniture product visualisation platform Chaos Cylindo, presented Understanding the Furniture Shopper, a comprehensive report on how UK consumers shop for furniture.

We surveyed a representative sample of

UK adults to discover what they were buying, where, what guides their shopping journey, how demand is evolving, and what retailers – both in-store and online – could be doing better.

The insight was warmly received by our readers – but we wanted to find out how closely

our findings aligned with their own experiences, so asked a few of our regular contributors for their feedback …

Read the report in April’s issue, at www.furniturenews.net/magazine/ furniture-news-april-2024

Neil Barker Barkers Furniture

The market research report was very interesting. It resonates with my belief that online is at the heart of all furniture decisions. It’s pivotal to the furniture-buying decision – why would any furniture business in the country not want their website to reflect their store?

The content you don’t put on your website won’t help you. I don’t buy any medium/large purchase without researching online. I rule stores out with poor websites straight away.

Of the customers that responded ‘I like to browse products in-store then buy in-store’ (31%), I would expect the majority did browse online as well. I expect most of them decided which stores to go in by visiting websites first.

Mike Murray Land of Beds

The report resonates with our own observations. Customers today are indeed well informed, often researching extensively online before visiting our stores. They report valuing the opportunity to physically interact with products before making a purchase decision.

We have noticed that some shoppers visit us first to experience the products in person, and then go online to compare prices elsewhere – but customers report that by offering a diverse selection of products, and showcasing them in a variety of colours, we enrich their overall shopping experience.

11

“Furniture stores are still of great importance in a digital world, and combining physical and virtual shopping is the way forward

James Dunne Prestige Beds

flexible payment options to be considered more important, as disposable income is squeezed with the ever-increasing cost of living.

The desire to see more technology and innovation in-store, with a blend of online and in-store shopping, aligns with our vision, as we believe this is essential in order to compete and succeed in the industry in the years ahead.

I believe that product visualisation tools, and having access to a wider catalogue than what you’re displaying in-store, will before long be the industry standard, and we see this amongst our priorities to improve our in-store experience. We feel this, combined with the product knowledge and expertise our sales team possess and the services we offer, will provide our customers with complete peace of mind in their bed-buying experience.

With the amount of variables to choose from now – so many different fabrics, headboard styles, storage options, types of legs and castors – coupled with the significant cost of a new bed, it’s no wonder that so many people want to be able to see how their choices will look in a 3D visualisation (and furthermore in a room setting) before making a decision to buy.

All in all, the survey provides solid supporting evidence that furniture stores are still of great importance in a digital world, and that combining physical and virtual shopping is the way forward for our industry.

Photo courtesy 123RF/scharfsinn86

I found the consumer report very insightful, and whilst the landscape for furniture retail is rapidly evolving, there are some encouraging indicators for the bed industry in particular, with some reassuring data to support the plans we are implementing ourselves.

Much of the data aligns with what we are experiencing as a business, the challenges we’re facing and what we’re doing to accommodate the needs of today’s consumer.

I take comfort in my belief that we are making the right moves internally by adopting an omnichannel retail approach to ensure we appeal to and engage with the wider audience with our comprehensive product and high-level service offering.

That the majority of those surveyed would still visit a store as their first choice is encouraging for the likes of us – but, if you want to succeed as a furniture retailer today, that high percentage of those going away to search for comparative products online makes it imperative to have a strong website that is visually appealing, fast loading and easy to navigate, with quality images and clear information, which customers can transact from safely, and that ranks high on the first page on major search engines, so you’re always visible. We are fully aware of (and in the process of addressing) all of the above, but it requires a considerable investment of capital and time to execute well.

It’s of little surprise to see that young adults are predominantly online shoppers, favouring convenience to browse and purchase from their smartphones over the effort of visiting a store.

Being primarily a brick-and-mortar business, we see attracting the younger generation as one of our biggest challenges, but one we welcome.

At Prestige Beds, we’re working to change how we are perceived, getting away from being seen as an ‘old-fashioned bed shop’ by improving our website and introducing innovative technology in-store to modernise the shopping experience, whilst maintaining our

traditional values and characteristics.

It’s encouraging to see that two-thirds are prioritising a bedroom purchase in the next three years, with comfort taking precedence, followed by quality then price, which I think reflects the increasing awareness of the importance of investing in a good-quality bed to improve your quality of sleep (and your day-today life, subsequently). To see that 76% want to touch and feel products further supports this, and we welcome this thoroughly, as it’s so important – particularly for a mattress, which serves such an integral purpose throughout one’s life.

We are noticing product brands becoming of less importance, with the retailer now more of the ‘brand’, being the one who customers need to trust with the advice and support they receive, and the products available, to be able to part with their disposable income with confidence – especially in the midst of a cost of living crisis. Whilst many consumers remain (understandably) price driven, having a good reputation for selling products that are built to last and made sustainably is crucial in today’s market, as more and more people are willing to spend more when knowing their purchase is made properly and responsibly.

I would have liked to have seen more people bothered about supporting local businesses, but that’s me being biased. I also expected

12 INSIGHT

“The sheer cost of providing a fully interactive, ‘endless aisle’ internet shopping experience is sharpening the divide between smaller independents and the multiples with far bigger budgets

Peter Harding Fairway Furniture

This was a fascinating piece of research which provokes a great deal of thought, whether you’re an old, established business like ourselves, or a small online start-up.

How does the sample shop for furniture?

Perhaps the most surprising thing for me was that 44% of respondents are concluding their journey with an online transaction. This seems very high based on anecdotal evidence, and I wonder if this has been somewhat skewed by the very wide definition of ‘furniture’ used in the research [for the survey, the term ‘furniture’ encompassed large items such as tables, beds, cabinets, sofas and mattresses, as well as smaller furnishings and interiors products such as rugs, cushions and home accessories]?

Including small accessories and other lowcost (and, dare I say, more fast fashion-type) items may well have impacted this headline number. I’d be interested to know what it would be if the definition had been kept more tightly to larger physical furniture items.

Likewise, purchase price will have skewed the findings to a degree, given that 62% paid less than £500. By way of comparison, our ATV (average transaction value) is well over £1400, meaning that if the sample were to be believed, we’re only realistically able to target around 15-17% (those paying £1500 or more) of the respondents, which, given we’re a mid-market retailer, I would think is unlikely.

It is great to see that local independents still play an important role for consumers in the sector, but with regard to online especially, the sheer cost of providing a fully interactive, ‘endless aisle’ internet shopping experience is sharpening the divide between smaller independents and the multiples with far bigger budgets.

I was not surprised that physical store purchase (new and from charities) is still the preference of 56%, as the tactile nature of the product and the spend commitment mean

buying online is far less attractive for furniture than white goods or travel, by means of comparison.

The significant potential impact of online/ social marketplaces is something that everyone in the sector needs to be aware of.

It is particularly interesting that 7% expressed a preference to shop for used furniture, and I expect this will undoubtedly grow as the sustainability movement grows ever-more vocal. Unless the UK economy becomes more productive, there will also be a growing sector of the population for whom buying new is simply not an affordable option.

Where are people planning to shop?

The 68% of consumers who state the importance of online research proves the value of retailer websites as digital shop windows, as much as digital stores. Our own data suggests that this 68% may actually be under-reporting actual levels, particularly in our market sector.

It is an interesting observation about ‘showrooming’ – where the survey found it not to be widespread – as I doubt it takes into account those people who shop around (perhaps where a full range is not on display in their store of choice) but who then buy from their preferred retailer, having ‘showroomed’ elsewhere purely for convenience. This is perhaps most likely where multiples are trading from relatively compact but high-cost sites, where they can only use cameo-type displays.

My curiosity over the potential skewing of the results is also present when looking at those that prefer an online journey. The data reports that 13% of consumers aged 65+ prefer an online-only journey, but my feeling would be that this is over reporting, because of the wide furniture definition. I can see that age group perhaps buying accessories or garden furniture online, but far less so a brand-name sofa group or top-of-the-range pocket-sprung bed.

Shoppers’ next furniture purchase I was not in the least surprised that the two most popular rooms to furnish in next 12 months are the living room (40) and bedroom

(39%). This is a trend we had seen start before the pandemic but that accelerated throughout the 2020-22 period, as consumers became more focused on spending their money on comfortable living rooms and bedrooms that would be an ‘oasis of calm’, and where they would get most benefit.

Few other areas have close to these demand levels, and there has been what I think is likely to be a permanent structural shift in where people choose to shop for those rooms, and the others that get less use or are seen as less important.

What motivates furniture shoppers?

Consumer expectations around quality, comfort and price – and to a lesser extent, design – were very interesting. Consumers have, without doubt, become far more demanding over the past few years, to the point that the previous ‘expectation correlation’ between price and quality appears to have been broken.

Consumers spending relatively modest sums now expect products of a quality that is often unrealistic.

Brands often command a premium, so it was rather eye-opening to see that the age range where brand resonated most strongly was among 35-44-year-olds, as this is the weakest demographic for spending power in the current economic landscape, where inflation and high interest rates have wrought the most financial pain.

Not surprising at all, however, was that sustainability is a key focus from younger consumers, driven by social media and a growing number of young activists who are gaining traction and focusing minds on the big challenges the world faces.

The differential between London (more likely) and the South East (least likely) in regard to willingness to pay more based on their values was unexpected, given the similar geographic factors. This is perhaps a feature of the population make-up of these two distinct areas – the South East is typically more leafy suburb, with affluent and, most likely, older shoppers, whereas London remains a draw for younger,

13

more aspirational consumers.

In terms of trends, I was very interested that there is a significant group who prefer a curated offer, rather than lots of options. The ‘less is more’ approach to retailing can clearly hold some sway. That it was the youngest consumers who were least likely to want such a curated offer is not surprising, as they have grown up with the omnipresent nature of the internet and the vastness of choice this puts at their fingertips.

One finding in this section that leapt out was that the desire to ‘match existing decor rather than the other way around’ was such a strong factor, as experience would suggest that very often some form of ‘remodelling’ or ‘updating’ is being done, and it’s this which has precipitated replacing the furniture. Perhaps again, this is the broad definition of ‘furniture’ playing a part?

I was not at all surprised that ‘Made in Britain’ was a preference ranking so low among young consumers. They have grown up in a globalised world where the origin of product has very little relevance. However, as costs continue to rise for imports, this group will need to appreciate the need to shop more for locally produced products. The drive to promote ‘Made in Britain’ within the furniture trade over the past 5-10 years has been welcome, and needs to continue to make sure that domestic manufacturing can grow and flourish.

Among the section on construction, ‘built to last’ is an interesting term. It would be helpful to know what people believe a sensible lifespan is for typical items of furniture. Beds, for example, should really be replaced every 7-10 years at the most infrequent. Only by better understanding how consumers balance the longevity of the product with its price and other factors can retailers ensure we offer a range that meet these demands.

How do shoppers discover new furniture?

This is the never-ending challenge for marketeers in the industry – how much to

spend on marketing, and where to spend it. The plethora of media and ever-changing consumer consumption habits means working out which are the best for your business presents big challenges for every retailer, large or small.

Why do shoppers choose to buy furniture in-store?

As I mentioned earlier, the tactile nature of furniture remains a crucial factor in driving people in-store. It is one of the few products where there remains significant reluctance to commit online, for all the reasons that the research uncovered.

Reading into the data in this and the latter sections as a whole was the interesting but somewhat nuanced aspect that women still appear to retain the decision-making bias when shopping for furniture. This is particularly true around online purchases, and also in regard to physical store strengths, where women valued positive customer service notably more.

It’s clear that physical retailers have to move with consumers by providing almost a pseudo-online approach, but in-store, and this will require a generational shift in attitude, particularly among independent retailers.

The desire for visualisation, virtual rooms, wider catalogues, and to be able to pay online via an app are all challenges that have to be addressed – but how these can be funded and delivered at a level that ensures consumers have comparable experiences to those they get in a multiple retailer will be crucial.

Why do shoppers choose to buy furniture online?

The breakdown of online spending, and the consumer’s willingness to do so, was interesting. It is clearly the value-conscious shoppers that prefer it, as those prepared to pay £1500+ (so in what I would term the mid/upper sector of the market) are in a small subset, though this varies outside upholstery and beds/ mattresses, the two largest sectors.

It was unsurprising that price promotions, discounts and guarantees are key drivers of what helps convert consumers online.

The furniture industry has always been a promotionally driven market, and those that have tried other methods – everyday low price, etc – have always ended up ‘back on the hamster wheel’ of the calendar-driven promotional cycle.

The responses around online shopping frustrations illustrate very clearly, in particular, the challenges facing smaller, independent retailers. Image quantity and quality, alongside lack of colour visualisations for product, are areas where multiple retailers hold significant commercial advantage. Online is no respecter of size at all, and this will continue to remain a key factor for any smaller retailers wanting to grow.

Comparing the in-store and online furniture shopping experiences It is clear that consumers still value face-toface shopping, with service and understanding of the product obvious high-ranking factors.

Multichannel shopping remains most popular to those aged younger than 45, but this will change as they age, and it’s vital that retailers move with them.

The data around consumer dislikes about the way furniture is sold was notable. Price and product perception were very clearly big issues, though prices changing too often is a curious one, given that consumers had ranked prices and promotions as the most important factor in shopping for furniture online …

That 16% found delivery frustrating is surprising, especially when you look at the breakdown of the reasons that would make them more likely to buy furniture. Delivery to the room of the consumer’s choice is pretty much standard for the majority of reputable independents and multiples, so it’s not clear why consumers think that it’s something that would make them more likely to buy.

Martin Seeley MattressNextDay

We found the report highly insightful. The findings have been a talking point in the office and have played a significant role in our internal prioritisation of new website developments and content strategy, guiding us in determining which enhancements we should focus on as a team.

As an ecommerce-first business, particularly noteworthy for us was the section on why shoppers choose to buy furniture online. While we regularly gather insights from our own data and smallscale customer surveys, receiving this comprehensive data from a reputable third-party source with a substantial sample size has helped to reassure us that the online features we’re improving and developing align with customer needs and preferences.

14 INSIGHT

“I’m really pleased to see comfort as a key motivator. We put a lot of effort into our products to ensure our customers are happy with all aspects of their mattress, but in particular, we want them to be comfy

Steve Adams Mattress Online

Photo courtesy 123RF/lightpoet

I really enjoyed reading the report – it was insightful research with useful demographic segmentation, and included a few surprises for me.

The biggest stand-out for me was the low prevalence of ‘showrooming’. I’ve heard many criticisms over the years I’ve been online that bricks-and-mortar stores are a showroom for online. I’ve always believed that, as an ecommerce business, we facilitate the in-store purchase (it’s a two-way street) – online offers research and education for shoppers to then complete a more educated purchase in-store.

So, 24% (preferring to research and buy online) vs 6% (browsing products in-store then buying online) – I’ll remember that stat for a long time!

I’m not surprised that price is a leading factor in motivation. Our own data at Mattress Online indicates that the mid- to low-price points are very price sensitive in the current climate.

But I’m really pleased to see comfort as a key motivator. We put a lot of effort into our products to ensure our customers are happy with all aspects of their mattress, but in particular, we want them to be comfy.

I was really surprised that so few shoppers found new furniture via influencers (9%). It’s super interesting to note the drop-off after the age of 34.

The insights into ‘what do shoppers want

to be able to do in-store’ really resonated. Our ‘clicks-and-mortar’ hybrid retail strategy, and our first purpose-built site in Doncaster, tick a lot of those boxes. All our in-store products are available online, supported by the additional information online shoppers have come to expect.

Regarding the online shopper, first, I want to meet the 10 shoppers (1%) who purchased on a smartwatch!

It was good to read that many of the findings aligned with our own shopper survey results.

In summary, I found the survey educational – it offered new insights that I was unaware of and, just as important, validated some of our own research and assumptions. Thanks for publishing such a useful and in-depth report.

Do you agree with our contributors’ views? Furniture News is keen to hear from more of our readers on the report’s findings – please contact the editor at paul@gearingmediagroup.com with any feedback.

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16 INSIGHT

GETTING PERSONAL

Sam Jackson Having spent much of her career as Halo’s operations director and global supply chain manager, Sam Jackson, Bluebone Imports’ commercial director, is one of the furniture industry’s top minds when it comes to imports/exports (and botany) …

How might a child describe what you do?

Unfortunately it’s not just children, but adults too – Sam sells furniture. If only it were that easy!

What’s the biggest long-term challenge you face?

Becoming a primary carer for a close relative.

If you had 10 x your working budget, what would you spend it on?

Improving the work/life balance of the workforce.

What would be the title of your autobiography?

Work, Work, Work – I have worked at building my career, I have worked to give my family choices, and I have worked to maintain and build relationships through all walks of life.

In that case … what does the term ‘work/life balance’ actually mean to you?

Having a job that positively influences financial independence, to enable more quality time and activities with family and friends.

Who’s been your most influential professional mentor?

Timothy Oulton – he introduced me to the world of furniture, believed and trusted me to make decisions (even if they were the wrong ones), and to learn and grow, ultimately helping me to become the professional that I am today.

Those of us that work in the industry are aware that UK FRs are the most stringent and costly.

What advice would you give your younger self?

Decisions that are made when you are younger aren’t always the right ones, but making no decision leads to no change, ideas or choices. No decision is a bad one – it’s one that is made at a point in time, and it’s how the outcome is managed that is important.

Where do you see the industry going in the next 5-10 years?

The end-consumer will look to purchase more sustainable, inexpensive, quality furniture that they perceive is better for the environment. They won’t want to pay more, and will still expect exceptional quality.

What’s been your best day in business to date?

The excitement and positivity of opening a European office, working with a team across a number of nationalities and cultures. We still meet for a catchup every other year.

What question do you wish we’d asked? How would you have answered?

Q. Why did you choose a career in this industry?

A. I did a PhD in biology, and through my university education had an interest in plants and timber. An opportunity to assist Tim and Charlie Oulton in their UK wholesale business arose, and the rest is history!

What’s the biggest myth about our industry?

That the end-consumer across the globe believes flammability regulations (FRs) are standardised.

What should everyone in our industry either stop or start doing?

We should start standardising furniture regulations, whatever country furniture is bought or sold in.

www.bluebone.co.uk

“We should start standardising furniture regulations, whatever country furniture is bought or sold in

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COVER FEATURE

18 INSIGHT

Worlds apart, 25 years in

Cora table with Granada chairs

Havana

Vito

“Having seen substantial growth in the dining sector, we recognise the need to offer something different, and we do it very well

“It’s been a wonderful journey, through ups and downs, with many a story to tell,” begins Paul. “But I’ll leave that for another day!”

As one of Ireland’s leading wholesalers, World Furniture is a tried-and-trusted trade partner to many of the UK and Ireland’s leading furniture retailers, and has been for the past 25 years, says Paul: “Since 1999, we’ve invested and grown our business to guarantee our partners impressive lead times on exclusive ranges of high-quality, beautifully designed furniture, and a great price, with exceptional service.”

In the main, World’s product portfolio comprises a unique and comprehensive range of sintered stone, high gloss, glass and melamine dining tables, with complementary dining chairs. The wholesaler also specialises in electric reclining sofas in a range of leathers and premium fabrics.

“Over the last 25 years, we’ve built an impressive reputation for leading the way in competitive, designled products in the dining set marketplace,” Paul continues. “Having seen substantial growth in this sector over the past years, we recognise the need to offer something different, and we do it very well.

“The breadth of our range is extensive, with pricing options tailored to fit various customer requirements, from single-item pricing through to full container programmes. We continue to supply all levels within the retail sector, from small, owner-managed businesses to some of the largest retail groups in the UK and Ireland.

“We recognise that retailers have a lot of choice when it comes to supply, and as such, we work tirelessly to ensure our product, value and service sets us apart. Delivering throughout the UK and Ireland, we use our own fleet, manned by our friendly, professional staff, ensuring we provide an efficient delivery service – complemented by a DHD service on all dining chairs.

Bossini

From its initial conception as The Mexican Trading Company in May 1999, the business now known as World Furniture has scoured the globe in search of new products, from Mexico to Malaysia, India, Vietnam, South Africa, Italy and China. As the company marks its 25th anniversary this month, operations director Paul Taylor takes the opportunity to explain what makes it one of a kind …

“Our sales and delivery functions are supported by our customer service department. Trained staff provide a knowledgeable and customer-focused approach, and will seek to resolve any problems or queries in order to maintain the excellent bond we have with our customers.

“Employing our own QC staff in Asia, we can provide a comprehensive QC inspection report on all container products, and, with our range of suppliers, we can provide an extensive array of bespoke products using the latest fabrics and materials tailored to your designs and requirements.

“Having exhibited in global shows in the likes of Guangzhou, Shanghai and Las Vegas over a number of years, our portfolio of customers is spread across the continents – our USP being that we offer extensive mixes in one container, 100% inspection on all dining tables, and one in six on chairs. This sets us apart, as the inspection standards are to UK specification, which is among the best in the market.

“Our aims are simple,” Paul concludes. “To provide good value and service.” www.world-furniture.biz

Make a song and dance about your company!

Retailer Awards

Member Awards

Small NBF Retail Champion of the Year

Bed Product of the Year

Large NBF Retail Champion of the Year

Component Product of the Year

National Bed Retailer of the Year

Bed Manufacturer of the Year

Online Bed Retailer of the Year

Supplier of the Year

Hosted by Anton Du Beke

Gala Dinner & Awards Ceremony on 24th September Enter now at bedshow.co.uk/awards

24th – 25th September @TheBedFed

20 INSIGHT

Progress in Harmony In just one sentence, what’s been happening at Harmony this year?

We’ve introduced new bedroom collections and appointed our first regional sales agents.

Harmony’s new Elgin sliding door wardrobe (pictured in cashmere) boasts a German-engineered track system

Harmony Furnishings is stepping up this year, with the appointment of its first regional sales agents, new and updated collections, and a return to Manchester Furniture Show next month. Furniture News caught up with CEO Jason Stone to find out more …

What does Harmony’s customer-facing team now look like?

We now have two extremely experienced and well-respected agents: Alan Rochlin for Scotland and Northern Ireland; alongside Gary McGovern for the North West. They are supported by the team of dedicated staff in our Wolverhampton office.

What do the new additions to the team mean for Harmony’s future?

The appointment of our first two sales agents will enable us to offer our current customers greater support, while developing new long-term partners in the independent sector. It’ll result in an increased product offer, and will allow us to realise our full potential!

the hard work being done by Alan and Gary. It will give retailers the chance to meet us face to face, as well as being able see and feel our products first-hand – something we feel is vitally important when deciding to buy.

What prompted you to join the line-up at the Can you tell us about the product launches you “It’s a blend of returning Manchester Furniture Show? have planned this summer?

We’ve always enjoyed the casual nature of the We’ll be launching a couple of new collections at commercially Manchester show [taking place at Manchester Manchester, and refining our existing collections proven products Central from 10-11th July]. The decision to revisit after based on retailer feedback. One significant move will an absence of seven or eight years was to give a focal be the introduction of new colours and new sizes of point for our new bedroom collections, and to build on our popular Norvik sliding door wardrobes. and finishes

Harmony’s new Burlington bedroom collection, in anthracite and cashmere

How are you seeing demand for bedroom cabinet evolve – and what are you doing to meet it?

Consumers are savvier than ever before, and they also demand better quality and more functionality from their furniture. Our new collections offer a range of additional internal storage options to meet this demand.

Why did you opt for the styles/finishes/colours/ options featured in your new catalogue?

It’s a blend of commercially proven products and finishes, alongside a considered and well-executed range of new products to meet the demands of today’s modern consumer.

What sets your business’ fulfilment proposition apart?

Holding UK stock means our delivery lead times can be measured in days, not weeks. Additionally, we have a fantastic team here in Wolverhampton to help retailers maximise their sales and ensure customer satisfaction.

How can interested parties find out more?

Either via our website, by email (at sales@ harmonyfurnishings.co.uk), or by calling the office (on 01902 459898). www.harmonyfurnishings.co.u

22 INSIGHT

Peter Keen – a lifetime of beds

Peter visiting Buckingham Palace to receive the Queen’s Award for Enterprise in 2017

Peter at the 2023 Bed Show

“The legacy of Peter’s charismatic nature and determined drive is apparent across the Hypnos brand and team approach today

Peter’s son James, the CEO of Hypnos, representing the fifth generation of the Keen family, says: “It’s hard to believe that my father has worked within the bed industry for almost 60 years! An industry and business he remains so committed to and still loves.”

Passionate about the family-owned business he inherited in his early 30s, Peter has been central to driving the brand’s success through hospitality partnerships and cementing lifelong relationships with many retailers and suppliers throughout the years.

His strong character, sense of fun and broad experience has made him a determined initiator of change, transforming the business into a global brand, and representing the industry on key issues with the NBF, BFM and The Furniture Makers’ Company – whether that be establishing the annual Bed Show or encouraging the early beginnings of mattress recycling.

Peter has also eagerly championed numerous community ventures, charities and conservation groups within Buckinghamshire, with his genuine interest and commitment to the area’s rich furnituremaking heritage and beauty.

“The legacy of Peter’s charismatic nature and determined drive is apparent across the Hypnos brand and team approach today,” says David Baldry, Hypnos’ group MD. “The strong sense of family and loyalty remains, and the Hypnos ‘quirkiness’ and pioneering spirit shines through – it enables us to be true to our values and determined to push new initiatives forwards.

“I’m always struck by the number of stories about Peter, so we set about collating them from his friends across the industry. We were overwhelmed with stories of kind gestures, a lot of wine and a great sense of fun, which is something that we strive to continue!”

Peter Keen

In a year of anniversaries and milestones for Hypnos – including its 120th as a family-run British bedmaker and 95th as a Royal Warrant Holder – the business has also celebrated the 80th birthday of industry veteran, Peter Keen …

The Furniture Makers’ Company’s Jessica Alexander, who first met Peter at the NBF conferences over 30 years ago and worked with him at the NBF during his presidency from 2006-9, comments: “One of Peter’s greatest strengths is spotting people who get things done. Looking back, Peter has been at the forefront of quite a number of industry innovations.”

She describes Peter as “larger than life, outrageous, unpredictable, never sticking to a script” – but, as with many others Hypnos heard from, also kind, fun and loyal.

The business concludes: “Having found so many people willing to give stories, memories, and gold pens, pictures and yearbooks, the team at Hypnos are creating a little red book that can be shown for all to see at this year’s NBF – the Bed Show that Peter started!” www.hypnosbeds.com/uk

The Legacy Origins Collection Featuring certified traceable British wool

120 years of British bedmaking Carbon Neutral | Inspired by Nature | 100% Recyclable | hypnosbeds.com

24 INSIGHT

60 SECONDS WITH …

Abby Baker To mark its 60th anniversary, The Furniture Makers’ Company looked to the future by highlighting 60 of the industry’s most promising young professionals (aged under 35) through its ‘60 for 60’ campaign.

To discover how they view the trade, Furniture News is inviting these rising stars to share their stories – this month, our quickfire questions go to Abby Baker, customer experience manager at Furniture Village …

In one sentence, describe what you do …

My role involves the smooth operating of a dynamic team to ensure we deliver industry-leading customer care to every one of our customers.

What makes you well suited to the role?

I pride myself on being someone who is well organised and really enjoys helping to grow and develop others. For me, there is nothing more rewarding than seeing a member of my team grow and excel in their role.

How did you come to work in the furniture industry?

Keeping to the true Furniture Village style of being a family-run business, my mum worked here first. She has always been my biggest supporter and was the one who suggested I apply for the role.

How has your career progressed since you started?

My career has grown hugely in the 10 years since I started in the business. I started as a 21-year-old who had no clue about furniture, and gradually built my knowledge to become a furniture expert. I feel extremely lucky to work for a company that truly believe in investing and growing their own people, which is the reason I started as a customer care advisor, and worked my way up to being the customer experience manager who looks after the daily operating and running of the full team.

Where do you want to be in five years’ time?

I am the sort of person who continually pushes myself to do the best at everything I work on, so I fully intend to keep growing and developing within Furniture Village and push myself with new challenges every day.

What’s been the biggest surprise in how the industry operates?

I think it is extremely difficult to pinpoint just one part of the industry that surprises me – however, I think my biggest surprise was how many different elements there are to ensure the smooth running of an operation as a whole. A real positive that I have found is that no matter what area of this industry someone works in, everyone is always very supportive

and helpful, so we can ensure we all end up with a happy customer.

What does being named one of the ‘60 for 60’ mean to you?

It was a huge honour to be named one of the ’60 for 60’ winners. I take great pride in my job, and to be recognised as someone who shows dedication and promise for the future was a huge achievement.

What would you say to encourage others to join the industry?

Working within this industry for 10 years now, I can assure you that no two days are ever going to be the same, which really helps to keep me excited and engaged to see what each new day is going to bring me. I would also say that finding the right, personally tailored resolution for each of our customers, and restoring their faith in us and our brand, is one of the biggest rewards you can get.

Find out more about the ‘60 for 60’ stars at www.furnituremakers.org.uk/60for60

“No matter what area of this industry someone works in, everyone is always very supportive and helpful, so we all end up with a happy customer

25

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ADVERTORIAL

26

TRL HANDMADE FURNITURE CRAFTING HOMES AND BUSINESSES WITH FLAIR AND A PERSONAL TOUCH

In the heart of Nottingham, TRL stands tall as an award-winning furniture manufacturer renowned for its bespoke creations. Our philosophy is simple yet profound: celebrate individuality through craftsmanship. With every piece we create, we aim to reflect the unique essence of our clients and the spaces they inhabit.

Our commitment to quality and craftsmanship has earned us multiple industry awards and nominations including Best

Handmade Bespoke Furniture Provider 2023 by SME Business Awards as well as Rural Start Up of the Year Award 2023 by The Start Up Awards, and much more.

What sets TRL apart is our commitment to sourcing materials locally from independent businesses. This decision isn’t just about sustainability; it’s about fostering meaningful connections within our community of artisans and craftsmen. From handpicked Oak to reclaimed timber, each material carries a story

waiting to be told, enriching the fabric of our designs with authenticity and character.

But our dedication to local sourcing goes beyond geography; it’s about storytelling. Every knot in the wood, every stroke of the brush, bears witness to the collaborative spirit that defines Nottingham’s artisanal landscape. By incorporating these elements into our designs, we invite homeowners and business owners to weave their own tales into the fabric of their spaces.

ADVERTORIAL

In a world of mass-produced goods, TRL offers a personal touch. From the initial consultation to the final brushstroke, our team works closely with clients to bring their vision to life. We believe that furniture should be more than just functional; it should be a reflection of the owner’s personality and lifestyle.

At TRL, we understand that a house is more than just four walls; it’s a place where memories are made and stories unfold. That’s why we take pride in crafting furniture that resonates with warmth and authenticity. Whether it’s a cozy bench for the garden, a statement dining table for the home or a commercial property that needs to ooze personality, each piece we create is infused with soulful resonance that stands the test of time.

In a fast-paced world, TRL offers a glimpse of something timeless: the enduring beauty of craftsmanship and the personal touch of bespoke design. As we navigate the complexities of modern life, let us not forget the

27

value of handmade goods and the importance of cherishing the stories that make our homes truly our own.

TRL Expands As TRL Furniture goes through some serious expansion using the online platforms of the quintessentially British Debenhams, B&Q and The Range, they now aim to increase their offering through mutual support from the independent retailers of the UK, with FIVE NEW Furniture Agents looking after the majority of the UK. Richard Jackson will cover the Midlands and North Wales, Gary Birch will look after the East of England and North of the Thames, Clive Loe will take on South London and Kent, Colin Boyce will be looking after the South Coast and South Wales and, last but not least, Jonathan Huntsman will cover the North East of England and Cumbria.

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28 EVENTS

Score and sizzle at this year’s SOLEX

Dion Dublin

“Buyers will have a unique opportunity to preview the latest trends that will grace shop floors in spring/summer 2025

At SOLEX, industry buyers can discover the latest outdoor living products and design innovations in one convenient location, plus opportunities to forge new relationships and discover sustainable initiatives.

SOLEX caters to both the retail and contract markets in “a relaxed and welcoming atmosphere”, says organiser, the Leisure and Outdoor Furniture Association (LOFA): “At SOLEX, buyers will have a unique opportunity to preview the latest trends that will grace shop floors in spring/summer 2025.”

The show offers nine distinct product areas, including garden furniture and shading, barbecues, garden decoration, leisure buildings, outdoor spa and heating products, outside entertainment solutions and outdoor living accessories. Brands present will include Alexander Rose, Bramblecrest, Celtic Leisure, Daro Trading, Firmans, Garden Furniture Global, Hartman, Maze Rattan, Minster Stylish Living, Pacific Lifestyle and Riva Home.

But there is more than buying on the agenda.

On Tuesday 9th July, SOLEX will host an awards ceremony and afterparty in nearby Hilton Metropole.

“We have planned the ultimate party night to coincide with the UEFA Euro 2024 semi-finals,” says the show organiser. “As the who’s who of the industry get together, expect the prestigious SOLEX Awards, and an environment where business meets the beautiful game.

“Football legend Dion Dublin will be joining us, and after your welcome drink Dion will be offering his take and predictions on the semi-finals and engaging in a fun Q&A. Dion will then present the SOLEX Awards ahead of the kick-off at 8pm.”

The show’s second day will close with the Fire Food and Outdoor Living Evening, in partnership with BBQ magazine, in the show’s Loving Outdoor Living Zone. This year, six teams will take part in the Chicken Euros competition in hopes of winning the BBQ Hero Trophy.

David Domoney

The Summer Outdoor Living Exhibition (SOLEX) returns to Hall 5 of the Birmingham NEC from 9-11th July this year. The biggest three-day event in the luxury outdoor living trade calendar is set to celebrate summer in style, with unique social events complementing a rich exhibitor line-up …

“Join us for a thrilling cooking showdown, impress the judges and claim the coveted title along with some fantastic prizes,” says LOFA. “And of course, indulge in all the mouth-watering dishes and cheer on your fellow competitors!

“But the excitement doesn’t end there. TV personality and horticulturalist David Domoney, famous for his work on popular shows like ITV’s Love Your Garden and ITV’s This Morning will be hosting the event, alongside BBQ Magazine’s esteemed chef, farmer, and events guru Ian Jones (BEM) – together, they will ensure that everyone has a fabulous time.”

In other news, SOLEX was recently shortlisted as a finalist in the Conference and Events Awards 2024, taking place on 5th July. “It is an immense honour for SOLEX to be shortlisted for this award, which is a testament to its commitment to excellence and innovation,” states LOFA. “From its humble beginnings in 2008, SOLEX has steadily grown and evolved into a vital platform for LOFA member brands to showcase their products to the wider industry. We are incredibly proud of our journey so far, and we look forward to continuing our success in the future.”

Anyone registering to visit SOLEX will be automatically entered into a prize draw for the chance to win a £200 Virgin Experience Voucher, or one of two runner-up vouchers worth £75. www.solexexhibition.com

Home to best-sellers Brilliant brands. Brilliant products.

Brilliant time of year.

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30 EVENTS

Discover the best of British at MFS

“Trade shows like MFS are must-visits for retailers looking to connect with the best of British brands

“Even though Brexit was seen as a hindrance due to the challenges it presented for the import and export component of the industry, British brands have thrived regardless,” states Clarion Events, the show organiser behind MFS and its winter counterpart, January Furniture Show.

“The homeware and furniture industry has boomed in the UK since the pandemic gave consumers the itch to reorganise and redecorate their homes. However, the importance of making more sustainable and ethical choices is causing customers to look closer to home for those key bestsellers. Consciousness around supply chains and an increased passion for home-grown brands have become prominent in consumers’ buying behaviour.

“Trade shows like MFS are must-visits for retailers looking to connect with the best of British brands, with the likes of Buoyant Upholstery, Ashwood Designs, Whitemeadow, Welcome Furniture, Baker Furniture, Alpha Designs, Dappr, La-Z-Boy, Lebus Upholstery and more joining the line-up at Manchester Central.”

Clarion adds that new businesses are also playing their part, with industry newcomer Shape Furniture a prime example of a company “doing sustainability correctly”: “Their pieces are made from hardwood sustainably farmed in forests in the Lake District, with their goal being to produce furniture that is made entirely using timber from surrounding woodlands.

Their ultimate mission is to create furniture that lasts a lifetime, and to reject the idea of cheap and poorly made furniture that needs replacing a few years later.”

British manufacturing has seen a boost as a result of the retail sector’s commitment to sustainability, says Clarion – and Phil Spademan, MD of the British

Manchester Central, home of the Manchester Furniture Show

Britain is well known for producing high-quality furniture, and the brands at this year’s Manchester Furniture Show (MFS) reflect this – as the UK’s second-biggest furniture trade show, MFS will fly the flag for the best British brands on the market from 10-11th July at Manchester Central …

Furniture Manufacturers (BFM), states: “British furniture manufacturing is essential, not only for supporting the British economy through jobs, training and local communities, but it has a rich and diverse history. From heritage techniques to cutting-edge design, British furniture manufacturing breathes life into our spaces. It’s a cornerstone of British industry, and a symbol of enduring quality that enriches our lives.”

So, for retailers looking to add a touch of British flair to their shop floor, MFS is “the place to be”, Clarion concludes: “Placed perfectly in the buying calendar, this is your opportunity to make great connections right at the start of Q4.” www.thefurnitureshows.com

32 EVENTS

MIDLANDS TUG OF WAR TOURNAMENT & FAMILY FUN DAY

www.furnituremakers.org.uk

Photo courtesy iStock/jorgesa

On Saturday 3rd August, The Furniture Makers’ Company’s Midlands Region will host the Midlands Tug of War Tournament & Family Fun Day at Long Eaton Rugby Club, Derbyshire.

The event promises to be an opportunity for friends, family and furnituremakers, enthusiasts, and industry professionals to come together, network, and enjoy a day of games and fundraising, says the industry charity, which has developed the event with help from Furniture

News’ publisher, Nigel Gearing, an avid tug of war enthusiast.

“We’re inviting the furniture industry to enter teams and join in this August,” he says. “It’ll be a great family day out, at the same time raising much-needed funds for this marvellous charity.

In addition, companies will be pulling for a magnificent trophy, as well as the prestige of being industry champions!”

The competition will be divided into classes

(men, women and mixed 4 + 4), and a full post-contest report will feature in September’s Furniture News. Alongside the tug of war contest, there promises to be plenty of entertainment, including a bouncy castle, bar and BBQ, as well as raffle and auction prizes to be won. For more details, contact fundraising and regions executive Nancy Wellman (nancy@ furnituremakers.org.uk). For tug of war enquires, email nigel@gearingmediagroup.com.

missed the March buying season in South East Asia – to explore Malaysian suppliers’ offerings,” says project director Karen Goi. “The September launch of MFFM will offer buyers a comprehensive view of the Malaysian and South East Asian markets before they head to the Shanghai show.”

Furthermore, MFFM anticipates significant demand for furniture products domestically, with Malaysia’s imports of furniture and home decor products surging by +125% over the past decade.

The exhibition will feature a wide array of products, from furniture to home decor, lifestyle

items and sustainable solutions. A cross-section of the industry, from importers and exporters to manufacturers, suppliers, ecommerce specialists and interior designers, is set to attend.

Organised by Derrisen, comprising a team of specialists with 25 years’ experience in orchestrating large-scale furniture trade shows in Malaysia, MFFM is poised to provide an efficient and effective business environment, ensuring a productive experience for all participants. The organiser has also introduced an exclusive hosted buyer’s programme, offering complimentary hotel stays to attending buyers on a first-come, first-served basis.

Show venue WTCKL

MALAYSIA FURNITURE FURNISHINGS MARKET (MFFM)

www.mffmfurniture.com

The inaugural Malaysia Furniture Furnishings Market (MFFM) will take place from 5-7th September at the World Trade Centre Kuala Lumpur (WTCKL). A new trading platform, MFFM’s launch has been timed to align with September’s prime furniture-trading season, and aims to facilitate an efficient and dynamic trading experience for exhibitors and buyers in the thriving Malaysian furniture industry.

As a significant contributor to Malaysia’s economy, the furniture industry is recognised for its global reach and contribution to both domestic and international markets.

A key catalyst behind its growth in the region is the surge of ecommerce and, recognising the pivotal role played by online platforms, MFFM is embracing the trend, to better facilitate a seamless transition from physical exhibitions to online purchasing.

“MFFM aims to provide Malaysian exporters with a secondary international platform, allowing global buyers – especially those who

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34 EVENTS INDX BEDS & BEDROOM

INDX drives bedroom business Providing retailers with a forum to network with the industry and discover new products, suppliers and business opportunities, INDX Beds & Bedroom recently returned to its West Midlands venue Cranmore Park.

“We focused on delivering newness across all categories

Organised by buyers from Associated Independent Stores (AIS), the UK’s biggest buying, event and services group for fashion, home and leisure, the show’s first day was reserved for AIS members, with general trade visitors welcome to attend on the second.

Emma Rackley, director of Furniture and Home, AIS, says: “The current retail landscape is tricky, and to give retailers a reason to visit the show, we focused on delivering newness across all categories – from presenting the industry’s best new design innovations, to adding in a strong selection of first-time exhibitors.

“Our approach paid off, and we had a great show.

Retailers and suppliers were able to connect, catch up, discuss business, and make exciting plans for the future.”

Bringing together market insight, trends and design inspiration, the show offered a strong product showcase across beds, sofabeds and bedroom furniture, from brands including new exhibitors Breasley, HTL, MLily, New Trend Concepts, Purecare, and X Sensor.

With a commercial focus on delivering newness, show highlights included: new range Exquisite, from Sealy Posturepedic; the new Remi sofabed from Limelight; and the new VIP Lagos and Genf ranges from Wiemann. Kaydian presented a new static bed design, while Sweet Dreams unveiled its AIS memberexclusive Landmark collection, which was launched with a prize draw.

The show also played host to some notable industry anniversaries, such as Sleepeezee, celebrating its 100-year milestone, and Hypnos, commemorating 120 years in business, sharing a celebratory drink with customers from its on-stand bar.

Among the visitors was Philip Sainsbury, a partner at N Sainsbury and Sons, who said: “As usual, a very good show, neatly laid out and hitting all my price points that I wanted to achieve.”

FGS Furnishings’ MD Mark Graves said: “I really enjoyed the show, as we did the furniture one.”

The show also attracted good reviews from the exhibitor side. Mark Flint, MD of new exhibitor HTL, commented: “We appreciate the AIS team’s support, and we enjoyed a positive launch for our new bed collection.”

Daniel Stocchero, a director at returning exhibitor Bell & Stocchero, commented: “This was our fourth INDX exhibition – it’s a wonderful place to come and meet our customer base, it’s great to get feedback, and it’s really important to see the people that you’re dealing with.

“The April 2024 show exceeded our expectations.

It was a very warm environment, and everyone was very friendly and very helpful. We will absolutely be returning to an INDX show in the future, it really is our premium show.”

AIS’ next furniture show is INDX Furniture, taking place from 28-29th August (AIS members only on day one). For the first time, the show will include a curated edit of beds and bedroom exhibitors, alongside its regular showcase of upholstery, living and dining room suppliers. Visitor registration for INDX Furniture can be completed online, at www.indxshows.co.uk/indxhome/furniture/registration.

INDX Beds & Bedroom will return next year, from 29-30th April. www.indxshows.co.uk/indx-home/beds/beds

A century of quality sleep

36 EVENTS INDX BEDS & BEDROOM

Sleepeezee retains Royal Warrant Renowned British bed manufacturer Sleepeezee has proudly announced its recognition as the first bed manufacturer to hold The Royal Warrant of Appointment from His Majesty King Charles III.

“To be the first bed manufacturer to hold this prestigious accolade from His Majesty the King is a privilege we do not take for granted

This certification marks a significant milestone in Sleepeezee’s history, reaffirming its commitment to excellence and service to the monarchy.

The Royal Warrant of Appointment is a highly esteemed accolade given to companies that have demonstrated exceptional quality and service to the British royal family, and Sleepeezee says the attainment of this honour underscores its unwavering dedication to craftsmanship and its enduring relationship with the monarchy.

Having previously held the Royal Warrant of Appointment under HRH The Price of Wales since 1985, Sleepeezee says its continuation of this distinguished recognition underscores its consistent delivery of superior products and services over the decades.

Warrant holders undergo rigorous evaluations and are required to reapply every 3-5 years, demonstrating sustained excellence and active supply of good or services to the monarchy for at least five years.

Sleepeezee says its success in securing this warrant reflects its enduring commitment to meeting and exceeding the highest standards of quality and service.

Commenting on this milestone achievement, Steve Warren, Sleepezee’s MD and the grantee of its warrant, says: “It is an absolute honour to be among the first UK businesses bestowed the warrant from His Majesty King Charles III – particularly at a time in which Sleepeezee is celebrating its milestone centenary year.

Centurial 03

“The application process is vigorous, but the fact Sleepeezee has successfully and continuously held a Royal Warrant for nearly 40 years is a testament to the hard work and care every employee gives, demonstrating the high standards Sleepeezee maintains across all aspects of our business. To be the first bed manufacturer to hold this prestigious accolade from His Majesty the King is a privilege we do not take for granted, and signifies our commitment to producing beds and mattresses to the highest standards.”

Sleepeezee says it remains steadfast in its pursuit of excellence and innovation, further cementing its position as “a leading authority in the bedding industry. As the sole bed manufacturer currently holding The Royal Warrant of Appointment, Sleepeezee continues to set the standard for luxury and comfort”.

For more information about the company and its range of premium bedding products, visit Sleepeezee’s website. www.sleepeezee.com

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38 EVENTS INDX BEDS & BEDROOM

Sweet Dreams’ sustainable story lands at AIS

The six mattress options are based on three of Sweet Dreams’ bestselling spring systems

Luna

“We are delivering a high-quality sustainable product range with great price points and value for money

The AIS Landmark Collection features six “luxurious” beds featuring 100% recyclable foam-free mattress fillings, and sleep surfaces made from eco-friendly, chemical-free sustainable fabrics. The range comes in double, king and super-king sizes.

The foam free, eco-friendly fillings include Platinum, developed to be free from chemicals with sustainability at the forefront, and 100% recyclable at the end of its life. An impressive cotton mattress border completes the look.

The six mattress options are based on three of Sweet Dreams’ bestselling spring systems – 1000, 1500 and 2000 pockets – and are available as three no-turn quilted and three two-sided tufted models in each of the spring counts.

The Landmark base comes with a choice of six 100% GRS-certified, 100% recycled fabrics. The GRS standard applies to the full supply chain and addresses traceability, environmental principles, social requirements, chemical content and labelling.

Another benefit is that Sweet Dreams’ Landmark base, border and headboard fabrics were manufactured with -94% less water use, -59% less energy use and -32% less CO2 emissions in the production process. In addition, all the timber used in the bases is FSC certified, further adding to the sustainability story.

Base options include platform top or spring edge, with non-storage, two, four and continental drawer options, along with both side- and end-opening ottoman bases.

Three headboards featuring plain, pleated and buttoned styles, along with a selection of accent furniture including chairs, ottoman boxes and bedside cabinets, complete the range.

Lord accent chair

Following on from the successful launch of Sweet Dreams’ sustainable Landmark Collection at the 2023 Bed Show, INDX Beds & Bedroom saw the launch of an AIS-exclusive, responsibly sourced, sustainable, bed range.

UK sales manager Nick Williams says: “The reaction from our Cenpac customers was really encouraging. Everyone who tried the beds felt that they were well made, fabulous looking and had great price points. The members were also encouraged by the generous floor discount display that’s so important to help successfully launch a range.

“We believe that we are delivering a high-quality sustainable product range with great price points and value for money for AIS’ members, and we’re looking forwards to catching up with members following on from the interest shown at the show.”

Nick concludes: “We have high hopes for member buy-in for the AIS Landmark range – it delivers quality, value for money, sustainability, and, above all, a greatlooking comfortable bed!”

Sweet Dreams continues to offer entry-price point models in the AIS Dreamworld collection. with two open-coil models along with three pocket-sprung beds featuring the manufacturer’s 1000, 2000 and 3000 spring units.

For more information on the exclusive AIS Landmark Collection or Sweet Dreams’ AIS Dreamworld range, email info@sweetdreamsuk.com. www.sweetdreamsuk.com

MAKE A DIFFERENCE TO INSPIRE LIFE

HTL is a much admired and trusted global leader in the upholstered furniture industry for over 45 years. Since 1976, HTL has earned widespread acclaim as a trusted leader in leather tanning and manufacturing of upholstered furniture.

The company’s global footprint includes sales and marketing offices strategically located in key markets such as the USA, UK, China, Taiwan, South Korea and Australia, supported by authorized sales agents in France, Belgium, Netherlands, and Luxembourg.

With its headquarters in Singapore, HTL has established a formidable presence in over 52 countries across Europe, Asia-Pacific, USA, and the Middle East, exporting more than 95% of its products globally.

HTL continues to innovate and expand its reach, it reaffirms its commitment to delivering exceptional craftsmanship and unparalleled comfort to customers worldwide.

HTL (UK) Limited Units 9-11 Park Hall Business Village, Park Hall Road, Longton, Stoke-On-Trent, Staffordshire, ST3 5XA, United Kingdom Tel: 44 1782 406 666 For more information, please visit www.htlinternational.com.

THE GLOBAL SOFA SPECIALIST SINCE 1976

40 EVENTS INDX BEDS & BEDROOM

Lagos

WIEMANN

www.wiemannuk.co.uk

TEMPUR

www.uk.tempur.com Tempur’s latest innovation, the Tempur Ergo Smart Base, offers “a premium sleep solution like no other”, says the global bed giant: “As well as the lifestyle benefits of full adjustability, the Ergo Smart Base boasts revolutionary snore response technology, which detects snoring without microphones and raises the head by 12° to help reduce snoring.

“Plus, the Tempur-exclusive Sleeptracker-AI app offers a range of health benefits, including sleep quality tracking and personalised AI insights to help consumers improve their sleep quality.”

Award-winning German bedroom manufacturer Wiemann enjoyed brisk business at the show. The specialist in contemporary bedroom furniture reported great engagement and lots of customers. There was particular interest in its latest VIP range, Lagos, while urban chic VIP offering Denver continued to attract attention.

The stylish, new-for-24 Lagos is a hinged range with an eye-catching floor-to-ceiling handle, which can be downlit to great effect. It is available in a wide choice of finish combinations. Denver is memorable for its striking decking-effect doors, which create even more design options for customers.

Simon Hewitt, MD of Wiemann’s sole agent for the UK and Ireland, Litmus Furniture, says: “The Wiemann team had a good show at INDX. We are delighted that, despite tough trading conditions, customers continue to look for unique design at a competitive price point.”

HTL

www.htlinternational.com International upholstery giant HTL unveiled its latest bed collection at INDX Beds & Bedroom.

Established in Singapore in 1976, HTL boasts over 45 years of expertise and stands as a premier manufacturer of leather and fabric upholstery on a global scale. With a workforce exceeding 6000 individuals, nine manufacturing facilities across China, India, Vietnam and Italy, as well as eight international offices, HTL maintains a robust presence worldwide.

Demonstrating a commitment to quality and eco-friendly practices, HTL operates ISO-accredited factories and a leather tannery.

Stringent testing of both component parts and finished goods is conducted in collaboration with reputable entities such as BLC Leather

Technology Co, FIRA, SGS, and other renowned international test facilities.

Operating in more than 52 countries and servicing over 5000 stores globally, HTL’s expansive network enables the efficient fulfillment of customer requirements. It says its vertically integrated supply chain ensures consistent lead times and the flexibility to accommodate build-to-order requests.

HTL also puts great emphasis on product innovation, its dedicated R&D and design team developing over 200 new models each year. Crafted with high-quality materials and expertise, HTL’s furniture is engineered to endure while reflecting individual style preferences.

Moreover, In the UK, HTL offers stable pricing in pounds sterling, shielding customers from currency fluctuations – and extends its commitment by offering comprehensive aftersales service, sales support, and product training tailored for the UK market.

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42 EVENTS FURNITURE COMPONENT EXPO

FCE makes its successful debut With its specific focus on the supply side of the furniture industry, the Furniture Component Expo (FCE) will return to Telford next March after a successful inaugural event last month, reports show organiser, British Furniture Manufacturers (BFM) …

Mark Eastwood MP (right) officially opened the show

BFM MD Phil Spademan hosted a panel exploring sustainable design

“While FCE 2024 attracted a healthy number and range of exhibitors, this will be something we look to enhance

From 24-25th April, Telford International Centre hosted the inaugural Furniture Component Expo (FCE), a showcase of products and services from across the entire furniture supply chain – from machinery and components to fabrics and packaging solutions.

A concept in the making for some years, the BFMorganised event got off to a strong start, with a healthy number of exhibitors offering a representative sample of the trade, and clean, professional presentation within the hall.

“As the first of its kind in the UK, the show was designed to meet the needs of large and small makers of furniture including beds, mattresses, cabinet and upholstery,” states the BFM. “The event provides a one-stop showcase of component products from a wide range of leading suppliers, as well as offering opportunities for delegates to gain industry insights, collaborate with colleagues and network with partners across the industry and beyond.”

With plans already in the pipeline for next year’s event, BFM MD Phil Spademan is looking ahead with an ambitious strategy. “FCE was all about backing the British furniture industry and bringing together manufacturers and suppliers in a format which provided opportunities to review and purchase products from across the entire furniture supply chain,” he explains.

“Comments from delegates and exhibitors have been extremely positive and we are delighted that, having recognised a need within the industry, we have provided an event that has been both useful and productive for manufacturers and suppliers.

“As we look ahead to FCE 2025, we are already evaluating the successes of the inaugural event and looking at areas we can build on for next year.”

Jack Angell, president at Massasoit/Tackband Co, exhibited at FCE. He said: “I was very pleased overall, particularly in view of 2024 being the inaugural show.

I would imagine this bodes well for 2025 in terms of increasing both the number of exhibitors and volume of visitors. We will certainly return for next year.”

Power through knowledge FCE provided opportunities for attendees to explore products, network, gain industry insights, and more.

Alongside the exhibitors, the show featured a packed programme of seminars and panel discussions, covering vital topics such as the future of skilled labour in an increasingly automated industry (hosted

by Furniture News’ Paul Farley).

Prominent on the agenda was the panel entitled ‘Safe and Sustainable by Design – How can Industry ensure changes to the Furniture and Furnishing (Fire) (Safety) Regulations will reduce chemical flameretardant use?’ The discussion was based around Silentnight’s research, derived by engaging with the furniture sector, on how to enable a reduction in CFR use, sharing the bedmaker’s knowledge and findings on various subjects impacted by regulations.

Another highlight was a presentation by Naomi Steemson, an international trade advisor at the Department for Business and Trade (DBT), in which she set out opportunities for the British furniture sector to boost export sales. Her presentation gave an overview of the complete service offer from the DBT, which is designed to support furniture businesses of all sizes, including those looking at export markets for the first time.

43

Naomi offered insights into the role of international trade advisors – DBT’s experts in connecting businesses with export opportunities – as well as outlining initiatives including the UK Export Academy, UK Export Finance, Trade Missions and seminars, webinars and forthcoming events.

Furniture News’ Paul Farley moderated the show’s first panel session

Supporting industry Phil continues: “The BFM launched the Furniture Component Expo after feedback from members identified a gap in the market for furnituremakers to browse the marketplace and seek out new innovations coming into the sector in a face-to-face setting. In feedback from delegates, many remarked on the convenience of bringing together multiple suppliers under one roof, as well as appreciating the opportunity to network and collaborate.

“The show was made possible through the support of headline sponsors Vita Group and BeA Group, registration sponsor Carpenter, and DispatchTrack, who sponsored the seminar theatre.”

Mark Eastwood MP, chair of the Furniture & Furnishings All-Party Parliamentary Group, also lent his support to the event, cutting the ribbon to officially open the show.

Mark also took time to meet some of the exhibitors on the first morning. “I was delighted to open the inaugural event, which brings together component and furniture manufacturers and industry leaders,” he says. “The furniture industry is worth £42b to the UK economy, and it is important that we support the manufacturers and retailers to help them grow and thrive.”

FCE will return to Telford International Centre in the earlier slot of 19-20th March next year. More information about exhibiting and sponsorship can be found on the show website, or via https://wkf.ms/3vsOeqI.

“The event provides a onestop showcase of component products

www.fcexpo.co.uk

FCE 2024 in numbers “Drilling down into the numbers is a key part of measuring success and understanding the value FCE 2024 brought to delegates and exhibitors alike,” says Phil. “The overwhelming majority (86%) of delegates attending the show this year had a role to play in purchasing products and services for their businesses.

Overall, 33% had influence on purchasing, 34% had joint responsibility for purchasing, and 19% had sole purchasing power.

“The main driver for delegates to attend FCE 2024 was looking for new products (21%), new suppliers (18%) and new innovations (15%).Networking opportunities and meeting new suppliers were both on the agenda for 14% of visitors, with 12% looking to meet up with existing suppliers at the show.

“Of those attending, 6% were prioritising educational content.

“Upholstery manufacturers comprised the majority of visitors (37%), although bed and mattress manufacturers (16%) and contract furniture manufacturers (14%) also made

up the bulk of visitors, along with cabinet furniture manufacturers and bedroom furniture manufacturers (both 9%).

“Of the total number of visitors, 14% were from the kitchen/bathroom cabinet manufacture, leisure/transport furniture manufacture or ‘other’ categories, demonstrating a wide demographic of people from across the industry engaging with exhibitors.

“Unsurprisingly, given the prevalence of delegates from upholstery manufacturers, fabrics and upholstery were the main source of attraction for delegates attending FCE 2024, with 50% stating that as their priority interest.However, foam and fibre fillings came a close second at 48%, with furniture manufacturing machinery, and hardware and components, both at 41%.

“The broad scope of FCE 2024 was reflected in the other areas of product and service interest listed by delegates, which included furniture and bedding mechanisms, wood and wood products, adhesives, finishes

and paints, packaging, foam fabricating, tools, sewing equipment, wood processing machinery, labels, bindings and trims, electronic components, yarns and threads, non-wovens, R&D, logistics, distribution and warehousing, racking systems, software and it, testing laboratories, legislative and regulatory support, and finance, insurance and financial management.

“A further 3% of delegates had interest priorities outside these areas, demonstrating the need for an industry event which provides a showcase for suppliers of products and services encompassing the whole furniture supply chain within a format that promotes connections with manufacturers.

“While FCE 2024 attracted a healthy number and range of exhibitors, this will be something we look to enhance even further as preparations get under way for 2025, in recognition of the need for manufacturers to explore options with suppliers and to discover the latest innovations in components, products and services,” Phil concludes.

44 EVENTS FURNITURE COMPONENT EXPO

Gaining trust through exceptional service Furniture Village has taken its customer service proposition to a new level thanks to improvements throughout its delivery service, explains David Lewis, sales director at global leader in last-mile delivery solutions, DispatchTrack, which sponsored the Furniture Components Expo’s seminar theatre …

By David Lewis

Furniture Village is not just one of the largest furniture sellers in the UK, operating more than 50 stores across the country – they’re also a family business, with a strong commitment to ‘doing it right’ in all aspects of their business.

This ethos extends across the customer experience, including managing deliveries for end customers. ‘Doing it right’ means Furniture Village provides a great delivery experience based on trust, visibility and transparency.

Working with their partners DispatchTrack, the Furniture Village delivery experience for their customers includes: delivery notifications at every stage of the process, from schedule confirmations before the day of delivery to ETA estimates; automated ‘route start’ notifications when drivers begin their route, after completing their built-in vehicle inspection forms’ live customer order tracking via a branded portal that shows delivery status, truck location, ETA, and other useful data; and proof of delivery (POD) via the driver mobile application, including pictures,

signatures and notes captured by drivers, as well as automated delivery confirmations once complete.

Furniture Village’s post-delivery care team have found the data captured at the point of delivery by drivers particularly valuable. Drivers report any issues through a dedicated driver care line, enabling the team to proactively contact customers where there is an issue, helping resolve the matter before it has the chance to escalate. The photographic proof of the delivered item in situ has also helped provide clarity in customer disputes, enabling faster resolution times.

Through DispatchTrack’s suite of customer communication and last-mile visibility tools, Furniture Village’s delivery experience now lives up to their lofty standards – and inspires trust and confidence by giving customers full transparency into how their orders are being fulfilled. By uplifting their delivery management in this way, Furniture Village has improved their customer service and reliability, with 98% of deliveries arriving at the communicated ETA. www.dispatchtrack.com

“Furniture Village provides a great delivery experience based on trust, visibility and transparency

46 EVENTS FURNITURE COMPONENT EXPO

Procut multi-ply digital cutting machine

Premiumcut single-ply cutting machine

ASSYST BULLMER

www.assystbullmer.co.uk

Assyst Bullmer is a market leader in the supply of automatic fabric-cutting machines and CAD software. For over 30 years, Assyst Bullmer has been supplying some of the UK’s largest furniture manufacturers with high-quality, German-made cutting machines that have enabled customers to make significant time, labour, and financial savings.

Assyst Bullmer recently exhibited at BFM’s inaugural Furniture Component Expo, and

states: “We loved the premise of a UK-based furniture show, as traditionally we travel to exhibitions such as interzum and Texprocess.

“The goal for us at Assyst Bullmer in attending the expo this year was to raise awareness of our brand and our products. We decided to take a gamble and bring one of our cutting machines to display – as it was the first year of the show, we had no idea what to expect.

“We are happy to report that we loved the exhibition! The quality of the leads and the conversations we had whilst on the stand far exceeded our expectations, and we have high hopes of bringing in new business thanks to those conversations.”

The machinery specialist concludes: “We will most certainly be exhibiting next year, showcasing the latest in fabric-cutting technology. We hope to see you there!”

optimum support and spring-like performance when used as a comfort layer in a mattress, as a unique layer in a topper, or as part of our comfort cushioning range as a wrap, or in a core – the options are countless.

“The Podz Foam Springs are ergonomically designed to give a luxury feel with excellent durability, respond to body movement and minimising motion transfer. Podz Foam Springs offers the benefits of a spring-like performance, but without the need to segregate the layers, being recyclable at the end of the product life.”

Carpenter’s graphite-infused foams, meanwhile, were developed to help control the sleep environment. Both Aurora Foam+

and Celsius+ graphite foams offer an improved transfer of heat in thermal conductivity testing when compared against a standard polyether or memory foam, which can lead to a cooler environment, says Carpenter: “Aurora Foam+ is a high-resilience foam which gives superior support and durability, and has open cell technology for increased airflow.

“Celsius+ will contour to the body for personalised comfort and help ease pressure on sensitive areas. Both foams are melaminefree and are ideal for mattress, bedding and cushioning applications.”

To review Carpenter’s product range, email sales.uk@carpenter.com.

Carpenter showcased several new products at the expo

CARPENTER

www.carpenter.com

Podz Foam Springs

Carpenter enjoyed “great success” at the first Furniture Components Expo, its stand busy with both current customers and new contacts looking for innovation.

Carpenter showcased several new products, with the stars being its Podz Foam Springs, a unique supportive foam layer, and its graphite infused foam, which is available in both highresilience and memory foam.

“Our innovations have been created to be sold across a range of markets, be it the furniture, mattress, bedding or leisure industries, so customers can specify multiple products utilising the same technology,” says Carpenter.

“The Podz Foam Springs are available in our full range of foam grades, which offers

FOAM SPRINGS

OUR INNOVATIONS ARE SPRINGING TO LIFE Podz Foam Springs innovative design offers optimum support and performance when used as a TM

comfort layer in a mattress, as a unique layer in a topper or as part of our comfort cushioning range.

They offer the benefits of a spring-like performance without the need to segregate the layers being recyclable at the end of the product life.

• Available in all foam grades delivering unique comfort levels • Easily recyclable at the end of life.

• Ergonomically designed to give a great feel.

• Respond to body movement, minimising motion transfer.

• Spring-like performance with a luxury foam feel offering excellent durability.

For more information about our innovative products contact us on 01457 861141 or Email : sales.uk@carpenter.com Podz is a trademark of Carpenter Co. The Carpenter logo/We bring comfort to your lifeTM are registered trademarks of Carpenter Co.

www.carpenter.com

PRODUCTS 49

PRODUCTS Informed Buying 50

OUTDOOR Furniture News is going all out this month to bring you the latest garden furniture looks and lines from the likes of Barker and Stonehouse and Habitat, and an invitation from section sponsor Nova, while Celtic Leisure explains the success of its Saturn pergola

56

AI From manufacture to marketing, artificial intelligence (AI) is making rapid headway in the furniture industry – but what applications should businesses be adopting, and how might they handle the ethical issues in their way? We also share insights on generative AI from Strativo’s Thor Olof Philogène, and the implications for home shopping, from ufurnish.com’s Ray Wright

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NEW IN UPHOLSTERY Some of the latest sofas and chairs to hit the market, courtesy of Lebus Upholstery and Gallery Direct

66

TRADE SERVICES Rhenus Home Delivery (UK) explains its finessed fulfilment methods; James Latham reveals the result of a collaboration between itself, a furnituremaker, and Finnish plywood brand UPM Plywood; and Sci-Net Business Solutions explains how it has helped take Designer Sofas Group to the next level

Sponsored by Nova

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OUTDOOR PRODUCTS 51

Habitat’s freshest outdoor living designs

New rattan furniture

Kelham

“While many prefer to play it safe with garden furniture, Habitat has always been synonymous with being bold and brave

“We really want to bring affordable, enduring and exclusive design to our customers, whether that’s larger investment pieces of furniture or smaller accessories that aid quick home refreshes,” begins Habitat’s director of product, Hannah Mallett.

“Our talented in-house design and product development teams are focused on enhancing our customers’ ever-evolving, modern-day lifestyles when creating each Habitat product to encourage inspirational interior pieces that are versatile, functional and designed for every type of home.”

The brand’s new rattan furniture set is a good example of this philosophy. “Inspired by the Mediterranean way of life, infused with alfresco dining and outdoor entertainment, the new rattan furniture collection represents chic, contemporary style with a nod to a retro era,” comments senior furniture designer David Hutcheson. “A functional and stylish addition to this design is the plush, marshmallowlike cushions – this is the finishing touch to create a setting to relax into summertime.”

Bright colours are another trending factor, says designer Kate McCormack, pointing to Habitat’s new lounge collection by way of example. “While many prefer to play it safe with garden furniture, Habitat has always been synonymous with being bold and brave and raising a smile through design,” she says.

“The bright green lounge collection was developed by our in-house design studio and brings an invigorating pop of colour to any outdoor space. The coloured finish is ultra durable, with an emphasis on longevity and hassle-free care.”

Lounge colleciton

Habitat’s Spring/Summer 2024 collection is packed with creative responses to the latest outdoor furniture trends …

One of the stand-out new designs is the Kelham chair, a fresh take on popular outdoor furniture themes that was developed with form, comfort and living space in mind. “The Kelham chair was designed to have a soft-sketched form, with legs that almost look as though they have grown out of the ground,” explains designer, Will Hudson. “Its gentle edges are tailored for comfortable lounging, making it an ideal choice for enjoying laid-back summer days.

“Functionality is important across our design process and therefore a convenient footstool is included, which can be neatly tucked beneath the chair to create space when not in use.”

Discover more of Habitat’s newest collections, including statement outdoor pieces such as those pictured, on the brand’s website. www.habitat.co.uk

52 PRODUCTS OUTDOOR

Exploring this year’s outdoor furniture trends

By Lena Gierasinska

Rope and string garden furniture Versatile and lightweight, rope or string garden furniture makes a refreshing change from the norm.

It can be combined with a range of other materials, which means shoppers can easily update their existing collection without worrying about a clash.

Helena Davies, our head of home buying, comments: “We’ve seen a real increase in string and rope items this year, particularly paired with wood.”

If you prefer the natural look, opt for beige and brown tones alongside rustic timbers, like teak. Or for something more modern, consider one of our rope and aluminium sofa sets in a cool grey colour – the perfect combo of casual, sleek and luxurious.

Outdoor kitchens More and more Brits are investing in their own outdoor kitchen, a trend that really started to take off after Covid-19 restrictions meant we had to adapt the way we socialise. Helena says: “Kitchen ranges continue to lead the way for the indoor/outdoor trend.”

Hosting outdoor dinner parties and events is made a whole lot easier with the addition of an outdoor kitchen. Offering everything from handy storage to grill tables, our bestselling outdoor kitchen units are incredibly stylish and hardwearing.

Rio mini modular set with firepit

“This infinitely recyclable material is just the ticket for adding an ecofriendly edge to a garden

Wooden garden furniture Wooden garden furniture is a versatile choice for a range of styles – whether your customers are looking to create a far-flung exotic paradise or a rustic space to enjoy with the family.

Helena says: “Wood in general is a growing trend again for 2024. Look out for stylish twists, such as slatted teak and cane detailing.”

Whichever style works, wood complements every garden – pairing nicely with trellising, fencing and planters. Throw in some bamboo accessories and colourful fabrics to make a space feel unique.

Remember that wooden furniture needs to be treated regularly to keep it in good condition. You can provide even more protection from the elements with furniture covers.

Beech dining table and butterfly dining armchairs

With summer upon us, Lena Gierasinska, head of product and displays at leading independent retailer Barker and Stonehouse, looks at six trends making waves in the world of garden furniture design this year …

Firepit garden furniture It’s no surprise that the UK demand for garden firepits is far from dying out. Instantly transforming a space into a cosy and luxurious hangout, the warm flickering flames allow us to spend more time outdoors, even when it’s a little chilly.

While a freestanding firepit gives you the flexibility to position it where you like, they don’t quite compare to the integrated designs you’ll find in our garden firepit sets. Perfectly sized to keep everyone around the table warm, these nifty designs can easily be hidden away when not in use, so the customer’s not losing any tabletop space. We offer a variety of looks, from contemporary metal corner sofas to traditional rattan dining sets.

Contemporary garden furniture If your customer’s home is full of contemporary, modernist pieces, why not encourage them to continue the look outside? Aluminium garden furniture is the perfect solution – think sturdy metal frames in sleek grey tones and simple silhouettes.

It has a range of benefits. It’s sustainable, durable, easy to clean and weather resistant. Sustainability is a key trend for 2024, and this infinitely recyclable material is just the ticket for adding an eco-friendly edge to a garden.

Another key trend in contemporary garden furniture is the hanging chair. Cosy and inviting, they make the perfect garden book-nook.

Rattan garden furniture Simple, reliable versatility that works indoors and out, luxurious rattan styles are a great way to merge indoor and outdoor living – one of the key trends for this summer.

Warm and inviting, rattan garden furniture is a British summertime classic, which means it’s sure to stay on trend for years to come. Fit family and friends around garden corner sofas, armchairs and tables to make outdoor dinner parties, barbecues and brunches a blast. Sometimes, the best garden furniture options are the tried-and-tested styles.

Helena says: “Rattan products are now coming through with new design elements, like large, luxurious curved sofa sets and chunky, oversized weaves.” www.barkerandstonehouse.co.uk

TRADE EVENT

Source: Glencrest Seatex

Who’s ready for summer?

The relaxed and friendly outdoor living exhibition 9 - 11 July 2024 NEC, Birmingham solexexhibition.com Garden Furniture | Barbecues | Shading | Outdoor Living Accessories | Garden Decoration Garden Leisure Buildings | Outdoor Heating | Outdoor Health | Outdoor Entertainment

54 PRODUCTS OUTDOOR

Pergola perfection, come rain or shine Given the UK climate, outdoor living solutions that excel whatever the weather are an attractive proposition – hence the success of Celtic Leisure’s Saturn pergola, its bestselling product so far this year …

“Customers can see the quality of the pergola compared to anything else out there in the market

Why has 2024 been so good for Celtic Leisure?

We have seen phenomenal growth in 2024 with our aluminium ranges of pergolas, furniture, storage boxes and more. There is real demand out there at the moment for quality products with minimal maintenance that will last.

What has been your bestselling item?

We are proud of all our products. First and foremost, we only bring a product to market which is going to be commercial for a furniture store to sell.

So far this year, the bestselling item in furniture stores has been the Saturn pergola. The feedback we have been receiving has been that customers can see the quality of the pergola compared to anything else out there in the market – that’s because we designed this product from scratch to ensure it truly is best in class.

Designed in the UK with decades of industry expertise, the Saturn pergola boasts unparalleled build quality. We use thick, powder-coated aluminium, ensuring not only durability and longevity but also a sleek, lasting finish that stands the test of time.

We’re so confident in its structural integrity that we offer a remarkable 10-year warranty when fitted professionally.

The roof of the Saturn pergola is entirely waterproof, and it incorporates a sophisticated drainage system to avoid water spill-over. The Saturn’s roof louvres are subjected to thorough testing at our cutting-edge production plant, guaranteeing exceptional operation. These roof louvres can be fully and effortlessly adjusted, enabling you to provide shade or exclude rain as per your needs.

Why do you think pergolas are proving so popular at the moment?

Pergolas are the perfect opportunity to extend your outdoor season. Thanks to the tilting double-layer louvres, you can switch between a closed, sheltered space, and an open top which allows sunlight to come flooding in. This means that you can use your outdoor area even when the weather is less than perfect.

This pergola ultimately allows you to choose between sitting in sunshine or shade, and provides a fully waterproof roof should it start to rain at a moment’s notice. With the added over-90° turn function, you are able to follow the rays of the sun.

How can furniture stores start selling the “best in class” Saturn pergola?

All we require is a very limited display space, and the results will speak for themselves. We offer retailers three buying options – singles or pallet deals (multiples of six) from UK stock, as well as container deals direct from the factory, all priced competitively to ensure the retailer remains competitive in the market.

The combination of superior quality, design versatility, competitive pricing, excellent support and customisation opportunities makes Celtic Leisure your ideal outdoor living supplier. Join the revolution that’s changing the face of outdoor living for furniture stores – contact our UK agent Rob Davies today, at rob@link-uk.co.uk. www.celticoutdoorleisure.co.uk

Why you urgently need this SATURN pergola 4 SIDE ACCESSORY READY LOUVRE HIDEAWAY Hides unsightly joining bar

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sales@celticoutdoorleisure.co.uk | 0330 133 9579

56 PRODUCTS AI

Man meets machine As artificial intelligence (AI) makes inroads across the industry, Furniture News looks at the reasons for and against its more widespread adoption, and some of the applications furniture brands have already brought to market. Welcome to the future …

Image courtesy 123RF/sdecoret

Retail Trust, the retail industry charity, has developed a generative AI-powered ‘happiness dashboard’ which enables employers to track staff wellbeing trends and improve the effectiveness of support.

The platform identifies data and patterns from colleagues’ interactions with Retail Trust services and wellbeing surveys to provide an overall picture of staff mental health and actionable insights, to address specific issues like stress, financial worries or safety concerns at work, and provide the financial value of wellbeing strategies. It is already being employed by the likes of Next and Fatface.

Retail Trust

“Machine learning promises infinite potential for automation and scalability across every aspect of business

In 1952, computer scientist Arthur Samuel developed a program to play draughts, resulting in the world’s first self-teaching computer.

Arguably, thus began the history of artificial intelligence (a term coined three years later) – but look at where we are today. We use AI to plan our driving routes, unlock our phones, write and correct our messages, make electronic payments and control our home appliances. Online, the content we see, the service we receive, the sites we visit and the choices we make are all directed by AI. Indeed, AI has found a place in almost every walk of life, from our healthcare systems, manufacturing and fulfilment processes, to banking, education and security – and everywhere it exists, this ‘smart’ technology is becoming exponentially smarter.

According to Government research published in 2022, around one in six (15%) of UK businesses had already adopted at least one AI technology, a proportion principally driven by larger companies, more than two-thirds (68%) of which had embraced AI. Solutions for data management and analysis were most prevalent (9% of UK firms having adopted them), followed by natural language processing and generation (8%), machine learning (7%), AI hardware (5%), then computer vision and image processing and generation (5%). The overall adoption rate is set to reach 34.8% by 2040 – that’s 1.3 million UK businesses using AI. The world is entering a new industrial age, in which machine learning promises infinite potential for automation and scalability across every aspect of business, from design, development and manufacturing to purchasing, process management, communication, fulfilment, marketing … and new areas which haven’t yet been conceived of.

And while AI is poised to enable, optimise and accelerate business like never before, it also threatens significant disruption – to our way of life, our jobs, and, arguably, our reason for being. Like the industrial revolutions before it, this shift will be seismic, and we have little idea how many casualties there could be.

Such ethical concerns are among the barriers standing in the way of more widespread adoption.

Research by Forbes Advisor has found that 59% of Brits are concerned about the use of AI, their main fear being dependence on the new technology and the loss of human skills.

Beyond the ethical issues and resistance to change, other factors are impeding the progress of AI in business – including cost, data security, difficulty of integration, and a lack of clarity around the available technologies.

Fundamentally, however, AI is here to stay, and, whether they embrace it or not, every business must consider what impact it could have.

Wayfair’s Decorify uses a generative AI model “that creates shoppable, photorealistic images to enable consumers to envision their own homes in new styles by simply uploading a picture of their space”.

Customers can browse various room designs and products and make purchases from Wayfair directly from the app.

57

Dynamic Yield by Mastercard has introduced Shopping Muse, a generative AI tool that purports to “recreate the in-store, human experience by translating consumers’ colloquial language into tailored product recommendations, complete with suggestions for co-ordinating products and accessories”.

Consumers can use Shopping Muse to explore modern aesthetics, trending looks and dress codes, and its recommendations promise to match the individual consumer’s “unique profile, intent, and affinity, and build on the conversation’s context over time to deliver results that perfectly match even the most eccentric query”.

As well as helping shoppers search by phrase, Shopping Muse promises to reduce frustration by helping consumers find the perfect item even when they cannot properly describe it in words. Using integrated image recognition tools, retailers can recommend relevant products based on visual similarities to others, even if they lack the right technical tags.

IKEA says its AI assistant, an AI-powered “home design, inspiration and shopping tool … marks a significant step in democratising planning services and creating a better life for the many, by offering a tool that gives users personalised furniture and decor suggestions based on factors such as room dimensions, personal style, sustainability preferences, budget, functional requirements, and more”.

Users can utilise GPT to spell out their specific home design needs, and receive customized recommendations (for example, “Show me a cosy living room layout for a small apartment with the use of sustainable materials”).

IKEA’s parent company, Ingka Group, has initiated an AI education programme throughout the business, and is aiming to train more than 3000 employees this year, “driving innovation that is rooted in integrity, empathy, and a strong sense of responsibility, embodying a human-centric approach”.

Wayfair

Example applications AI is already finding its feet in the furniture industry, bringing added speed and efficiency to a wealth of applications.

AI informs areas such as smart robotics, QC and inventory management, and is being used to streamline product design and development, analysing buying trends based on customer insights, and catalysing speed to market, while augmenting buying, fulfilment and management processes.

AI is used to sell furniture too, identifying targeted advertising opportunities, creating marketing content including product visualisations, and tracking the performance of the assets involved. AI-enabled virtual assistants can offer tailored customer support, make recommendations, respond to voice prompts, and help with product searches.

The data harvested from these combined activities then feeds back into every area of product development and delivery.

Research commissioned by Cylindo for its recent report, ‘Tech Trends Impacting the Furniture Industry: From AI to 3D Product Visualization’, shows that 78% of furniture leaders see AI for customer support as impactful on sales, 45% think it improves customer satisfaction, and 38% say it helps them reduce costs.

“Furniture companies are in a mad dash to figure out AI and identify use cases that can affect their ability to meet future objectives,” states Cylindo, reiterating the potential of 3D product visualisation in online selling. “A meagre 4% of organisations are yet to utilise AI tools, highlighting the vast acceptance and application of AI in the industry.”

There are also numerous opportunities for AI within the brick-and-mortar shopping experience, from personalised customer services to cost savings through automation – yet, according to Government research, retail currently boasts among the lowest

levels of AI adoption of any UK sector (just 11.5%, compared with the IT and telecommunications sector’s 29.5%).

“Covid has shown us that physical store visits cannot be translated into the web,” influencer Ian Scott (Retail Consulting) told attendees at Messe Frankfurt’s Digital Academy this January, exploring the relationship between AI and the store. “People are social beings who seek human contact. That’s why the physical PoS will remain an important aspect of retail that can benefit from AI. “However, it’s important to understand the shopping experience – the offer must invite people in, not overwhelm them with too many screens, for example.”

Recognising potential There is seemingly no limit to AI’s potential – and its impact. That AI can deliver significant competitive advantages is undeniable, and many furniture businesses are considering how they might get ahead of the curve by embracing these new technologies.

On the other hand, the sheer breadth of possibilities can be overwhelming, and businesses are only just starting to work out what the right balance between their existing teams and AI might look like. Many argue that AI should be treated as a tool, complementing human skills rather than replacing them – it will be telling to discover how much weight this view carries in 10 years’ time.

“AI is here to stay, and every business must consider what impact it could have

58 PRODUCTS AI

Generative AI’s role in the furniture industry What role does generative AI currently play in the furniture industry?

Many companies – if not all – are exploring generative AI, and we’re seeing that large and global enterprises in particular are taking a measured and cautious approach. But generative AI is a natural partner for consumer insights, particularly for businesses in the furniture industry that are laser-focused on understanding customer needs and expectations, and bringing that understanding to all their employees.

As furniture brands navigate the potential implementation of these tools, what should they prioritise (or avoid) to ensure long-term success?

Firstly, it’s important that furniture business executives consider that generative AI is still in its early stages of development, and take a thoughtful approach as a result. Furniture businesses need to identify real-life pain points that generative AI tools can effectively address. Implementing generative AI simply for the sake of using the technology, without a clear purpose, may lead to inefficiency resource allocation and limited effectiveness.

When it does come time for implementation, it’s crucial that furniture businesses make sure they only work with trusted vendors for AI solutions, and that the data they use in an AI-enabled system is handled in a secure and compliant manner. For furniture companies who are reliant on market and consumer research to make business decisions, it’s pivotal that any tool they implement only uses vetted data to generate AI-enabled answers – unlike open AI apps that pull from the public domain, or that might not process data in a compliant manner.

Additionally, during integration, furniture organisations must ensure that their generative AI tool is complemented by a human-run service layer.

Implementing generative AI effectively requires a human component to ensure long-term value and ROI.

“Generative AI will eventually become a fully integrated aspect of the technology stack for large enterprises

What unique challenges do you see furniture brands facing?

All consumer-facing retailers are faced with the constant challenge of keeping up with consumer preferences. Consumer insights allow brands to understand how consumers are reacting to products, and what their preferences are. Generative AI takes this capability one step further by making it easier for users of the new tools to discover new information through the simplified, conversational interface made possible by generative AI technologies.

How can these tools help maximise profits?

Generative AI can supercharge the technologies that are already delivering a positive impact on the furniture industry in a variety of ways. From a consumer preference perspective, democratised access within the organisation is crucial, and that can be catalysed by a generative AI tool.

Thor Olof Philogène

Since generative AI hit the mainstream in early 2023, many furniture companies have grappled with how (if at all) to implement the tool in their business models. Given the industry’s reliance on consumer insights, data, and large-scale knowledge management, Thor Olof Philogène, the CEO and co-founder of insights platform Stravito – which has worked with furniture brands including La-ZBoy – argues that every furniture business could benefit from a tailored generative AI solution …

Generative AI reduces the time spent on manually researching and analysing important information and responding to consumer preferences, opening up operational bandwidth to be spent on implementation and action, which is important for furniture brands looking to stay on top of trends and close to their consumers. Prioritising consumer-centricity and customer data helps give businesses the upper hand.

Research by McKinsey shows that organisations that leverage customer behavioural insights outperform peers by +85% in sales growth and more than +25% in gross margin.

Will generative AI eliminate some job functions?

In order to be successful, generative AI solutions should complement human intelligence, not replace it. Generative AI tools should be viewed as a huge asset for consumer-facing businesses, and can be leveraged to complement the work of employees to give them more time to delve into other projects.

The implementation of generative AI solutions can provide furniture companies with incredible power and speed to sort large volumes of data, delivering a significant productivity boost, and promoting exploration and inspiration through a seamless interface. I strongly believe that generative AI will eventually become a fully integrated aspect of the technology stack for large enterprises – especially for consumer-facing businesses like those in the furniture industry – enabling brands to be the most efficient and capable versions of themselves.

How might generative AI impact brick-and-mortar retail and ecommerce differently?

It’s too early to tell. We’re in an exciting phase, crucial for building a deeper understanding of the technology and what we can do with it, but only time will tell what the long-term impact and applications for this new technology will be across different areas. www.stravito.com/generative-ai

ADVERTORIAL

ACTONA JOINS FORCES WITH FTG A game changing partnership fortifying Furniture To Go’s UK & Irish Market leading position Furniture To Go is an established UK Brand, operating a B2B model supporting retail stores, buying groups, key accounts, and dropship fulfilment traders. Paul Sheldon, FTG’s Director of Sales and Operations, revealed: ‘The success and more importantly the sustainable growth of FTG, is largely down to the business forging lasting partnerships with its suppliers. Europe’s leading suppliers, Meble Wojcik, Tvilum, Baltic Sofa’s and Forte, all under the FTG Brand.’

FTG is now very pleased to announce another key strategic partner, Actona Group, to its brand. Actona is based in Denmark and has a staggering six production sites across Europe and Asia, with a combined production area covering more than 140.000 m2.

Paul says: ‘This is going to be a fantastic partnership, and a fantastic opportunity for the UK market, with endless possibilities. The latest Actona designs of highquality occasional pieces, chairs, side tables, storage, and dining tables to mention a few categories – will all be instock in the UK at FTG’s Portsmouth warehouse. This gives the UK retailers a great opportunity to have these commercial products delivered to store or direct to customer, on a next day basis.’

Call our Director Paul on 07747516032 pas@furniture-to-go.co.uk | www.furniture-to-go.co.uk

Actona’s Oliver Riis Mortensen is equally as excited of the new partnership and had this to say: ‘This is a fantastic opportunity for Actona and it’s already established retail customer base with the UK and Ireland, as all Actona’s UK commercial product will now be instock for next day delivery.

This is something that we at Actona have seen an increased demand for on all the markets where Actona operate. We will also now be able to offer Actona’s strong Sofa assortment in the UK for next day delivery.’

FTG is without doubt one of the UK’s leading ready to assemble furniture brand, which is now clearly expanding its category offering. No other company has such a leading exclusive partner base, under one offering. This is now unique. So, what does it really mean for the UK market?

Paul is proud to boast: ‘FTG now has more than 100 commercial ranges in stock, for next day delivery. That’s over 2000 SKU’s, with an on-shelf availability rate of 98% available for next day delivery. Each partner brings something different to the table, and in turn our customers clearly benefit from the one stop hassle free shop. Actona now join this fantastic FTG brand along with Europe’s leading suppliers, Meble Wojcik, Tvilum, Baltic Sofa’s, and Forte – over 2000 UK Commercial products instock for next day delivery.’

‘The product is one thing, but it’s the whole FTG package, that works for our customers. From a very competitive tiered pricelist to our next day DHD service. No MOQ!. Full E-commerce support, including CSV files, a full range of high-res images, stock feed integration, and a UK Customer Service Team to support the sales process.’

Combine commercial product with the FTG next day proposition, and it’s clear to see why they are the go-to one stop shop!

60 PRODUCTS AI

How AI is transforming home furnishing

Product recommendations

By Ray Wright

Home furnishing has evolved so rapidly over the past five years, with the rapid rise of digital platforms and AI. As a technology company, ufurnish.com intersects where creativity meets functionality, and in our world, AI is emerging as a transformative force. AI is literally reshaping how people design, decorate, and personalise their living spaces.

With advancements in AI technologies and a laser focus on driving digital user experience, ufurnish.com offers home furnishers access to innovative tools that streamline the furnishing process, through image search, tailored product recommendations and, very soon, AI-driven moodboarding. From selecting the perfect sofa to envisioning room layouts, ufurnish. com is utilising AI to revolutionise the way people approach home decor.

One of the most prominent applications of AI that ufurnish.com is delivering is image search. People can now snap an image of an item they have seen in a hotel, friend’s home or magazine, and search it on ufurnish.com. The platform pulls in all the most relevant matches from across the retail market and shows the searcher exactly where they can find the product (or something very similar). The technology enables the searcher to filter their search by criteria such as price to ensure they never miss out on their perfect product or best deal.

Tailored recommendations are another key feature in how ufurnish.com is leveraging AI to deliver delight to home furnishers. Through machine learning algorithms, ufurnish.com can analyse personal preferences, style choices and previous searches to suggest furniture and decor items that align with the home furnisher’s taste and budget.

Moodboarding

With the rise of AI in the online user experience, shoppers wishing to furnish their homes have never been better catered for, writes Ray Wright, the cofounder and CCO of search and comparison platform ufurnish.com …

Image search

AI-powered moodboarding allows us to create features which enable a home furnisher to drive their own personal preferences and lean into the moodboarding recommendations that the technology offers them. This immersive experience enhances decision-making, empowering home furnishers to experiment with different styles and configurations without the need for physical products.

One crucial consideration for ufurnish.com and any company considering the use of AI in their user experience is that, as AI becomes increasingly integrated into the home furnishing industry, ethical considerations regarding data privacy, algorithmic bias, and environmental sustainability must be addressed.

Safeguarding consumer data and ensuring transparency in algorithmic decision-making are crucial for building trust and maintaining ethical standards in AI-driven home furnishing solutions.

Moreover, efforts to mitigate bias in AI algorithms and promote diversity in recommendations are essential to ensure inclusivity and representation in the furnishing process.

Using AI, ufurnish.com is revolutionising the home furnishing landscape. As AI continues to evolve in its capabilities, so does the ability of ufurnish.com to build upon this by using expertise and real-life data in the process. The transformative impact on home furnishing is poised to redefine the way people approach furnishing their homes, interact with products, and express individuality through design.

What an exciting time to be a home furnisher! www.ufurnish.com

“AI is literally reshaping how people design, decorate, and personalise their living spaces

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62 PRODUCTS NEW IN UPHOLSTERY

Lebus set to wow at MFS

Melrose

Jameson

The January Furniture Show saw Lebus launch several new models, with the Megan, Melrose, Jameson and Petra proving particularly popular. This positive response, alongside the launch of a range of recliners which have “really captured buyers’ attention”, prompted the sofamaker to sign up to exhibit at the returning Manchester Furniture Show, taking place at Manchester Central from 10-11th July.

“Plans are currently under way to create an open-plan stand, to give customers a chance to view our next impressive range of new sofa collections,” says Lebus. “These have been inspired by the latest fashion-forward trends, both in Milan and the fabulous new fabric creations at Proposte, and we plan to integrate some of these trends into our new designs, bringing a touch of Italian style to Lincolnshire!”

Megan

“We have a winning formula

Petra

Having enjoyed a successful start to the year, Lebus Upholstery is now looking forward to bringing fresh collections to next month’s Manchester Furniture Show …

All of Lebus’ sofas are handcrafted in the UK by the company’s skilled design and development team.

Lebus excels at manufacturing high-quality furniture at competitive prices – which is has been recognised of late in the form of a large number of industry awards.

Lebus is totally integrated, with the full manufacturing process carried out in its purposebuilt factory. “Combine this with our large dedicated workforce, and you have a winning formula,” the business concludes.

Find out more the business and its range of models for independent retail on its website, or visit Lebus’ stand at the Manchester Furniture Show. www.lebus.co.uk

INTERIORS

MONTHLY AWARDS

H I G H LY COMMENDED BEST OF BRITISH

WI N N E R 2023

www.Lebus.co.uk

COME SAY HELLO Manchester Furniture Show 10-11th July | Manchester Central Stand D50

64 PRODUCTS NEW IN UPHOLSTERY

GALLERY DIRECT

www.gallerydirect.co.uk

Atella tub chair

Occasional chairs can add personality and flair to a room, complementing other furniture – and as part of its ‘readymade’ upholstery collection, Gallery Direct offers a wide choice in a range of styles, materials and colours, to suit different tastes and interiors.

One of its accent chairs is the tasteful Atella tub chair. This stylish design piece features a curved back with vertical stitch detailing, which wraps around the seat. It is fully upholstered and is offered in a choice of a green fabric (pictured) or tan leather.

To see Gallery’s full range of chairs, along with its other products, visit the company’s website.

SELFDRIVE SHOWVAN HIRE Van Spec Driven with regular car license Manual & automatic options Kerbside doors Full flat floor show area Painted wood walls in light grey LED Lights Internal electrical sockets Wooden floor 11+ sq meters of floor space & Luton area

Pick Up Locations England Derrys Ltd, Unit 22 Bradley Hall Ind Est, Bradley Hall Road Standish, WN6 0XQ Ireland Derrys Ltd, 85 Teaguy Road Annaghmore, Co. Armagh, BT62 1LX

www.vanbuilt.co.uk Tel: 07774188373 / 02838851509 Email: gairoid@derrys.com

KENSINGTON Your Journey of Endless Discovery Begins Here

www.AtTheHelm.com

66 PRODUCTS TRADE SERVICES

Rhenus’ customer-first delivery philosophy

Rhenus’ delivery professionals are trained to minimise disruption

Training takes place in Rhenus’ own Academy of Excellence

“Our delivery teams go through the academy before they hit the road, acquiring all the tools necessary to provide great service

With an array of services that cater to customers’ unique needs, the company aims to deliver beyond expectations.

One of Rhenus Home Delivery’s most popular services is its two-man delivery service. The company’s delivery professionals come in teams of two, not only delivering customers’ items to their doorstep but also placing them in the room of their choice, normally within two days of Rhenus receiving the order. This service saves customers the trouble of having to move heavy items throughout their homes, providing a stress-free experience.

With the white glove delivery service, Rhenus Home Delivery’s delivery professionals strive to go above and beyond. They assemble the items, place them in the desired room, and even dispose of the packaging materials. This premium service offers customers the ultimate convenience, making the delivery process “a breeze”.

For customers with unique requirements, Rhenus Home Delivery offers a range of specialised services, even offering to take their old mattress away to be recycled.

The company’s delivery professionals are trained to provide these services with the utmost care and attention to detail, ensuring customers receive the highest quality service possible.

Gavin Boden, sales director, says: “Our brand-new, state-of-the-art Academy of Excellence has all the facilities required to provide great training for our two-man crews. All our delivery teams go through the academy before they hit the road, acquiring all the tools necessary to provide great service.”

Rhenus’ team can deliver new mattresses – and take away old ones for recycling

Rhenus Home Delivery is fast becoming the go-to choice for furniture retailers demanding a reliable and hassle-free delivery service for their large, bulky and fragile items.

On top of that, Rhenus Home Delivery has been awarded ‘Furniture News’ Best Fulfilment/Transport Provider for three years running.

Rhenus Home Delivery is also committed to sustainability. The company understands the importance of reducing its environmental impact, and has implemented a range of initiatives to achieve this goal. Its eco-friendly processes and reduced emissions from its vehicles are just a few examples of the company’s commitment to protecting the planet.

In conclusion, Rhenus Home Delivery says it is a reliable, trustworthy, and efficient delivery service for customers’ large and bulky items: “The company is a cut above the rest, with its exceptional services, commitment to customer satisfaction, safety and sustainability. So why wait? Give Rhenus Home Delivery a try today, and experience the ultimate in delivery services.” www.rhenus.group/uk/en/supply-chainsolutions/home-delivery/

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68 PRODUCTS TRADE SERVICES

Pretty in plywood Kobi by Konk is a new piece of furniture that showcases some of the best in contemporary British design. Commissioned by luxury interior retailer Kobi & Teal, based in Frome, Somerset, this sideboard is the result of a collaboration between high-end furnituremaker Konk, leading UK timber, decor and panel distributor James Latham, and pioneering Finnish plywood brand UPM Plywood’s WISA …

“There are few alternatives that can match it on the market

Achieving a balance of form and function, Kobi contrasts the attractive, blond tones of UPM Plywood’s signature WISA-Birch Premium ply with the sultry, smoky shades of black American walnut.

“What immediately strikes the viewer is the furniture’s chic birch ply frame, before the eye is caught by its twin doors in black American walnut, scalloped to offer a textured finish and an irresistibly tactile quality,” states James Latham. “Set on four elegantly turned legs (also in black American walnut) with adaptable shelving inside, it’s a stylish statement piece.”

Striking a visual balance Diving deeper into the journey from vision to reality, Konk’s founder, Alex Ratcliffe, says: “The client was open to ideas, but was keen to use engineered and solid timber.”

To emphasise the material contrast, Alex and his team worked on a two-tone design concept. He knew black American walnut would play a central role in the project. However, the part of the structural material hung in the balance, leading Konk to approach longtime distribution partner James Latham for advice.

James Latham recommended WISA-Birch Premium as the perfect accompanying product, not only to meet the requirements of the brief, but to surpass them.

Kobi by Konk

The strongest supporter WISA-Birch Premium is one of the best-regarded premium plywoods available, says James Latham, and a go-to material for furnituremakers and joiners worldwide, adding that its neutral, consistent, premium-quality surface makes an ideal base for different treatments such as lacquering, varnishing, and wood staining – perfect for any visually demanding applications and end uses.

Alex affirms: “I was impressed by WISA-Birch Premium from the get-go. Its quality far surpasses its attractive price point, and there are few alternatives that can match it on the market. For me, the long grain surface was a massive selling point and, as you can see on the Kobi sideboard, the consistency of the finish is nothing short of impressive.” www.lathamtimber.co.uk/products/panels/ plywood/birch-plywood/wisa-birch-premium

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70 PRODUCTS TRADE SERVICES

Designer Sofas scales up with Sci-Net The Designer Sofas Group, a furniture supplier working with premium brands from Italy, has experienced streamlined business processes and automation after implementing Sci-Net’s tailored solutions.

“What they don’t know about this system isn’t worth knowing

Prior to scaling its operations and requiring a more streamlined approach, the family-run furniture business relied on a paper-based system, and would hand-write all orders and email them to the factory – but today, with Sci-Net’s support, Designer Sofas has gone from six stores to over 20 in the last four years.

Designer Sofas Group COO Gary Behar says: “We were introduced to Sci-Net in March 2020, and over the past few years we’ve been developing it and rolling it out to all our stores.

“We want our customers to experience a streamlined, professional and more interactive process when they’re going through the customer journey. The Sci-Net facility has given us that possibility and made it easier to do orders and update our customers. It has made it generally easier for everything all round.”

Compared to the previous manual method, Designer Sofas has seen improvements with its new approach, including a streamlined ordertaking process, prevention of costly mistakes like accidental double-keying of orders, and reduced lead time. The direct integration with its suppliers’ systems via API ensures “seamless” operations and price confirmation through its complex item coding structure.

The team has also saved considerable amounts of time during the warranty process. What used to take over an hour for a single store to send warranties to Guardsman (provider of furniture care and protection), now takes only 30 seconds for all the stores.

One of the most significant time-saving exercises lies within the order process, particularly where additional notes or requests have been made.

Previously, the team would spend hours on the phone with the salesperson – whereas with the current system, the additional notes can be added at the point of order and are kept in one accessible, centralised place, improving both efficiency and accuracy.

Customers have also benefitted from the implementation of updated systems, through improved customer service, prompt order confirmations, and the immediate processing of purchase orders.

Complimentary of the service provided, Gary continues: “Since being introduced to Sci-Net, we have found them to be nothing but courteous and professional. What they don’t know about this system isn’t worth knowing. I would fully endorse them as a company, to not just work with, but to partner up with, because they can seriously find you the best solutions for your business.”

Sci-Net’s platform takes advantage of the full Microsoft stack and is directly integrated with Business Central, which can utilise Power BI (from a reporting perspective), and Power Automate (for automation and workflow). As a Microsoft Gold Partner, Sci-Net prides itself on being able to implement bespoke, industry-tailored solutions, which it flexes based on the customer’s size and complexity. www.sci-net.co.uk www.designersofas.com

72 OPINION

A good retail business is like a sturdy table

By Gordon Hecht

Few things are more frustrating than a wobbly worksurface. Whether you are writing, fixing something, cooking, or even reading – the parts or papers you need roll all over the place, and you gotta work twice as hard to get half as much done.

A table on a single thin pedestal would provide a less desirable solution, and adding a second support would not help firm up your surface. Three-legged, round tables are common, but they can often shift side to side. At a minimum, if you were designing a practical table or desk, you’d include four legs, and each would bear equal weight distribution.

It’s not a lot different from a logical business plan. A great idea is important to get started, but not enough.

There are few books written about successful businesses that had the lowest price, and those books all start on chapter seven! Legendary service is necessary to stay in business – but first you must get people through the doors. And those of us in retail know that writing the sales is not the end of the journey, it’s just the start.

You already have the component parts to build your rock-solid worksurface – the task is to make sure that they are all of equal importance, and the same size. There’s no need to be on shaky ground with a balanced plan.

Leg one: Take care of the doors. Even if you only have one retail location, you have two doors to maintain.

The first is the physical door to your store entrance.

The front door of your store extends past the parking lot all the way to the street. To attract drive-by traffic, you need an attractive entrance – that means a freshly painted and completely lit and lettered sign, with upto-date promotions on your reader board.

Next is the parking lot and sidewalk. If they look old and weathered, then your shopper is expecting the same look in your store. Clean glass with limited decals will look more inviting to guests than sun bleach and cracked signs that are taped to the window.

The second door is your digital door, also known as that annoying Inter-World-Wide-Webby thing. Yes, you’re required to maintain that, just like your physical front door, with fresh and current promotions, new attractive signage, and essential information like your store phone numbers, addresses with landmark locators (‘Across from Ginormous-Mart’).

Here’s the wild thing. All advertising you do drives

While a warm greeting at the store entrance can go a long way, writing the sale is just the start of the journey, says Gordon (photo courtesy iStock/Elnur)

Running a furniture retail business without firm foundations is like trying to work on a wobbly table – frustrating and often fruitless, writes our US correspondent Gordon Hecht, business growth and development consultant to the retail home furnishings industry …

people to your website, not your shop. Shoppers are far more likely to see your digital door before your physical door! If that door is boring, they won’t move forward towards transitioning from shopper to buyer.

Leg two: One costs $2.50 and the other costs $250, but they have both mastered Leg Two. Taco Bell and Disney World are on opposite ends of the price spectrum, but they both attract customers with bright displays, a friendly greeting, and something new.

While one is mixing talking mice with space people, and the other creates yet another combination with cheese, beans, rice and tortillas, they both drive loyalty and new visitors by offering a customer experience.

Your store can’t have fireworks and a parade (or even free drink refills), but you can offer a unique shopping experience. It starts with a warm greeting at the door, and mixes with a little showmanship (entertainment and lively music) to enhance your mattress trials.

Just like Disney, you should ensure that all your cast members are dressed and groomed neatly and have a goal of providing a memorable experience. It’s also okay to mimic Taco Bell, who will tailor their offering to match their guests’ desire. Delete this ingredient, double something else … it’s all good at the ‘Bell. They even offer some packages to give their shoppers some value. Surely you can do that!

Leg three: Key Bank, a large, multi-state banking institution, once did a survey to see what services

“If you were designing a practical table or desk, you’d include four legs, and each would bear equal weight distribution – it’s not a lot different from a logical business plan

73

their customers wanted from a bank. They offered checking and savings accounts, money market accounts, car loans, home loans, investment and retirement accounts, and foreign currency exchanges.

Here’s what they found was most important to their customers – people wanted to be sure that when they put their money in the bank, it would be easy to get it out of the bank! In a few short words, their customers expected them to do what they said they were going to do.

It seems simple, but many retailers, online or in-store, break that promise every day. When you say their purchase will be delivered in 10 days, they expect it in 10 days! If you discuss a hassle-free exchange programme, then you’d better remove the roadblocks when you’re called upon to change out their purchase.

Selling is easy, but delivery is hard! We collect money in the front of the house, but we earn it in the back of the house. Be sure that your operations team can live up to the promises of you sales team. Make this your rule – under-promise, and over-deliver.

Leg four: This leg is the one that grows your business. It’s called follow-up and referrals. The gentleman who sold me the last suit I bought sent a thank-you card and called me to see if the suit still fits well. The dude who sold me my last new car forgot about me when he saw the tail lights. Customer loyalty is reciprocal – you gotta give it to get it.

There is plenty of time in our retail lives to contact a customer after delivery, just to see how they like it.

Chances are good that their new items suit them fine.

On the rare occasion that something doesn’t meet their expectations, the follow-up call can help you fix the issue before it appears on Facebook, Instagram and Google. Remember, it’s easier to put out a burning bush than a forest fire!

Another reason for follow-up is to ask for referrals.

Legendary Customer Service is like common sense – neither is very common. When you have done a remarkable job of fulfilling your customer’s needs, you have earned the right to ask them to remark about it. A simple phrase like, “If you’ve enjoyed working with me as much as I’ve enjoyed working with you, I’d appreciate you telling a friend or neighbour about our store,” can gain you untold additional store traffic. You can even ask for a review on Facebook, Google or Yelp.

Start by creating a QR code that leads to your Google reviews page. The ideal time to get a review is when the shopper is in your store – some savvy retailers offer an incentive for reviews on the spot.

Retail is detail! There’s a lot of moving parts that need to be worked on daily, and starting with a fourleg foundation will help you deliver solid results! Look for your missing leg, or the one that comes up short, and remove that shaky wobble.

Gordon can be reached at gordon.hecht@aol.com

“There’s no need to be on shaky ground with a balanced plan

74 OPINION

Gift yourself the sale

By Adam Hankinson

There are sales opportunities missed in every single furniture store, every single day of the year. That’s why our promise of one extra sale per salesperson per week isn’t a bold exaggeration, it’s the absolute minimum we guarantee.

When we arrive in store (initially for 6-8 weeks) to conduct our transformational programmes, one of our mantras is to value every opportunity with every customer, like you would value a drop of rainwater in the Sahara.

There are many parts of the sales process that all need care, attention and practice, from the initial approach, the questions we ask, the way we interact, our body language and how we listen, to our product knowledge and expertise, the recommendations we make, our ability to slow the conversation down, and our closing techniques.

Here, I’m going to dig into a very specific technique that we can utilise following our initial interaction with the customer – an open, friendly welcome, rather than the common closed approach we hear far too often (“Good morning [smile], welcome to our store. How can I help you today?” – not, “Are you OK there?”).

Our customer will likely open up to you with a response like, “Well, we’re just looking for x, y or z, are we OK browsing?”

We’ve now broken the ice, further conversation feels more natural and relaxed, and any follow-up with the customer is easier, so we can respond with, “Yes, of course, our x, y, z’s are displayed around here and are priced in x, y, z way. Please make yourselves at home and try them out. I’ll catch up with you shortly.

My name’s Adam, by the way [smile]”.

This is where we can use our technique, which we like to call ‘giving a gift’. For example, if they’re looking at swatches, we can approach them with, “Just to let you know, these are the range of fabrics that are available, so you can choose the right one for you.

What colour did you have in mind?”

Once you get the hang of this template …

• Intro: “Just to let you know …”

• Feature: “… we offer several different colours of feet …”

• Benefit: “… so you can match them with your other furniture.”

• Follow-up question: “What colour were you thinking of?”

A strong close starts with an even stronger opening (photo courtesy iStock/fotofrog)

Are you shutting down sales opportunities with your welcoming line? Here, industry training specialist Adam Hankinson (Furniture Sales Solutions) expains how an open (and generous) greeting can make a sale a more likely prospect …

… we can use it in response to many specific and common buying signals. For example: • In response to customers looking at a single-priced sofa: “Just to let you know that that’s the price for the 4-seater, and we also do this range in 3-seater/2seater and chair options. What pieces are you thinking of?”

• In response to customers looking at a bundle-price ticket for a dining set: “Just to let you know, that’s the price for everything you can see here – £xxxx. What combination are you looking for?”

• In response to a customer looking at a sofa with scatter- and standard-back options: “Just to let you know, this model is displayed as both scatter and standard backs, so you can choose which way you’d like it. Which option would you prefer?”

The real power behind ‘giving a gift’ is that, psychologically, when we gift someone something, even just information, they feel a natural obligation to give us something back. In each of the above examples, the information they give back is helpful to us in that we find out more of what the customer wants or needs.

Give it a try this week – time your approach to when the customer is showing buying signals (sitting on a sofa, looking at swatches, sitting at a dining table, etc), then ‘gift’ them with some valuable information, followed up by a relevant question. You’ll definitely get into more conversations, and, as these meaningful interactions compound, you’ll get even more sales. www.furnituresalessolutions.com

“The real power behind ‘giving a gift’ is that, psychologically, when we gift someone something, even just information, they feel a natural obligation to give us something back

ACTONA JOINS FORCES WITH FTG

A game changing partnership and without doubt one of the UK’s leading ready to assemble furniture brand, which is now clearly expanding its category offering.

Just call us: 02380 517067 and let’s see how we can support you. sales@furniture-to-go.co.uk | www.furniture-to-go.co.uk

76 OPINION

F*** the system!

It’s been a tough few months for Steve Pickering, the ‘unorthodox’ CEO of fast-growing South East independent bed retail chain Sussex Beds, as his team finally made the switch to a new IT platform. And, as you can tell by his language, he’s still coming to terms with the ordeal …

By Steve Pickering

F***, this has been the toughest thing we have ever done! Up there with going bust, up there with Covid lockdowns.

On April 1st, after two-and-a-half years of planning, preparation, stress, fear and worry, we moved our entire business onto a new IT platform.

Since 2014, we have been building and growing our business utilising a myriad of various software, spreadsheets and manual processes. These have served us well and allowed us to scale the business to the heights we have achieved.

However, in recent years, these systems have begun to creak and groan as we reach their limits.

Additionally, as the business grows, so does the need for deeper information and more advanced controls for both efficiency and finance.

After a period of research, review and analysis, it became apparent that a complete overhaul would be required.

This would entail moving the entire business away from all the different systems, software and spreadsheets onto one singular ERP business system, connecting sales and HR to fulfilment, marketing and finance, to create one singular source of data.

Sounds great! Brilliant, perfect, let’s do it.

Fast-forward to August 2023, following months of in-depth requirement analysis, scoping, costing, preparation, delays and building, and we gained access to the first sandbox testing platform.

Upon gaining access, the enormity of the task ahead sank in. Testing, adapting and changing processes, solving problems, mapping scenarios, planning data migration.Every week, more and more of our back-office team were being pulled away from their normal day-to-day tasks to work on various areas of preparation, testing and training.

Deadlines passed – October, December, January, February, March, with costs mounting with every slippage. Finally, April 1st was set as the go-live date, a hard switch from old systems to new.

The weeks leading up to the live launch required long days and weekends as we finalised data migration and a full cut-over test to a clean sandbox as a final preparation before transitioning to the live system. Full team training ramped up 10 gears – sales, warehousing, delivery, finance, everybody needed to learn the new systems and processes in preparation for launch.

Setbacks, issues and delays meant this would go to the wire. It was tense.

The launch weekend arrived, the team working solidly every day, uploading, entering and preparing data ready for Monday, April 1st.

Then came the night before launch. F***, what if it doesn’t all work? What if we’ve screwed up our business? Let customers down? How would we reverse it if there is a catastrophic error? I didn’t sleep much.

Launch day arrived. Early start, the team frantically cleaning up loose ends as we approach the opening of stores.

Within 20 minutes of opening, the first sale appeared, followed by another and another. It works.

The back-office team are responding to questions, sales continue to come through, and the day ends on a high.

I’d love to say that, from this point, everything clicked into place and it all went swimmingly. The truth is, the following day was chaos – phone calls, issues, glitches – resulting in emergency fixes, workarounds and mends.

Crisis management kicks in, with start-of-day and end-of-day meetings to report progress, raise issues, prioritise and assign resources to work the problems.

But, each day, progress is made, and the rate of new reported issues and challenges decreases. As we enter week three, the crisis meetings have come down to two a week, which focus less on issues and challenges and more on building new features, reports and management tools.

We’ve done it. The system works. Over the coming months, we will refine, improve, and begin to utilise all the new features and benefits the system provides.

But f***, it has been tough. The reason I say this has been the toughest thing we have ever done is because it has affected, caused stress and anxiety for every member of our team, whereas the pressures of going bust or the Covid lockdowns were more limited to the leadership team.

What are the toughest challenges you’ve encountered during your business journey?

Discover more of Steve’s thoughts on his blog, at www.linkedin.com/in/steve-pickeringunorthodox-ceo/ or visit the Sussex Beds website, www.sussexbeds.co.uk

“What if it doesn’t all work? What if we’ve screwed up our business? Let customers down? How would we reverse it if there’s a catastrophic error?

78 OPINION

Calling out the unacceptable Although the UK furniture industry is generally moving towards greater equality and equity between the sexes, there remain unpleasant reminders that there is still some way to go – writes Devonshire MD Nicolle Hockin, in an open letter asking for such behaviour to be called out …

By Nicolle Hockin

Back in Furniture News’ March issue, I was honoured to be interviewed for the International Women’s Day feature. One of the questions asked, ‘Can you share an anecdote/example of a time you felt held back or discriminated against due to your sex?’, to which I replied, ‘I honestly can’t ... from my own experience, I’ve never felt it.’

Today, that changed.

I had been communicating with someone about working together. We had emailed back and forth a few times, and spoken on the phone and video called each other once, over the course of about a month.

I had provided advice, and we had discussed them doing some work with us.

There were a couple of significant red flags early on – but I chose to give the person the benefit of the doubt. A few of our early interactions also gave me pause – such as swearing very early on into our discussions, and coming across as overly familiar.

Swearing doesn’t bother me if I have known the person a while and we have mutual, casual banter, but we hadn’t built that kind of relationship yet. I convinced myself it was because they were trying to appear confident and casual.

Then I received a message: ‘You were in a meeting when I rang. Call me when you have 5 minutes, I want to hear that sweet voice.’ With a winking emoji.

Naturally, I found this strange, and uncomfortable.

I didn’t know this person. Was that message actually meant for me?

I replied that I wouldn’t be able to call that day, and probingly asked if they would have used that wording if I were a man. They replied, ‘No I wouldn’t have put it that way if you were a man! Or a woman who I don’t want to see romantically! But in all honesty, the attitude and testing is wearing a bit thin. Let me know if you’d like to go out for a drink some time.’

No room for misinterpretation there. I was shocked, but I gathered myself and gave them an easy out.

I replied, ‘I’m not sure if this was a joke or not, but whatever it was I think we should end our discussion here, business or otherwise.’

I signed it MRS Nicolle Hockin, just to make a point.

I would have left it there, but it is the final message which prompted me to write this open letter. I read it a few times, to make sure I had actually understood what was being said to me. It read: ‘Great. Let me know if things don’t work out with him and when you’ve had an attitude change. If I’m available, I’ll consider taking you out.’

I sat with this for a moment, stunned by the passive-aggressive tone. I spoke to a colleague, and then my husband – was I blowing this out of proportion? They both assured me that, no, this was far from appropriate professional behaviour, even if we had known each other for years, let alone a month.

I tried to pinpoint exactly what made me so uncomfortable, so angry, and so embarrassed. And I quickly realised that I had never been so disrespected in all my career. This person had chosen to push

Image courtesy 123RF/aquir

“I tried to pinpoint exactly what made me so uncomfortable, so angry, and so embarrassed.

And I quickly realised that I had never been so disrespected in all my career

79

aside all my achievements, my authority at the head of my company, any autonomy I had as a legitimate businessperson, and reduce me down to nothing more than a woman who could be romantically pursued – the misogyny, arrogance and audacity this person had, without even knowing or caring to ask my marital status or my sexual orientation.

To assume I would be flattered by their advances, and with an ego inflated enough to get offended when they were rejected. To imply that my attitude was the problem here. I couldn’t help but think, ‘There’s no way this would have happened if I were a man.’

I’m penning this letter because it is a conversation that is not publicly spoken of enough. Both men and women are subject to toxic and abusive behaviours in the workplace every day – however, it is only by casting a light on what is and is not acceptable that change can happen. In the grand scheme of things my experience here is minor, and I can move on from it easily. But it was still upsetting, and it was still unacceptable. And it is still worth talking about.

To anyone who thinks this level of entitlement is okay, think twice. I’m lucky that I have the strength and the platform to call out poor behaviour when I see it. Many people don’t, and this short conversation would have gone uncontested, leaving this person to repeat their belittlement of other unsuspecting, professional women.

Think about if this conversation had happened

between a boss and an employee, or two colleagues who were regularly left alone together. Think about it the roles were reversed, or if this had happened to someone you know personally.

I’m glad this behaviour came to light before we had done any actual business together. My younger cousin works in our business, and the thought of her being around someone who even thinks this way, let alone voices it without conscience, makes my skin crawl.

So, to the person who sent those messages, I hope you realise that your actions do have consequences, and that you haven’t just lost one contact – you’ve lost access to every powerful woman in my network.

And to those reading this, you should never feel intimidated into accepting unprofessional behaviour in any capacity. Always call these people out – or they will never see the need to change.

You don’t need to confront them personally if that is too difficult for you – reach out to your superiors, or your HR representative if you have one. Reach out to a mentor or simply someone in the industry that you trust. The support I received from the women I originally sent this exchange to are what has given me the confidence to start this conversation publicly.

No-one should be able to make you feel emotionally uncomfortable in your place of work, and get away with it unchallenged.

“You should never feel intimidated into accepting unprofessional behaviour

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Summer’s here – and that means it’s time to be bold, underline your offer, and be seen!

Here’s a few of our next issue’s highlights:

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MANCHESTER FURNITURE SHOW MFS is back! Promote your stand and new lines in our preview, or just make the most of our extra show distribution DELIVERY FULFILMENT BEST OF BRITISH ECO CONSCIOUS SHOW REVIEWS The highlights from Long Point and the Spring Furniture & Bed Show Plus the latest in LIVING, DINING and BEDROOM furniture, and TRADE SERVICES

#412 January 2024 www.furniturenews.ne t

Defining Decor

Think Rugs – for every home

JANUARY FURNITU RE SHOW SPRING FAIR | LIVING | DINING BEDROOM | TRADE SERVICE S

PROFIT GENERA TION with younger shoppers?

Forecasting the trends of 2024/25 the industry’ s rising stars

Are you engaging 60 for 60 – spotting

Reserve your place in the sun today!

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MANCHESTER FURNITURE SHOW

Make a date with MFS Manchester Furniture Show is back – and there’s plenty to get excited about, writes Clarion Events’ Paddy Wallace, the show’s head of sales …

By Paddy Wallace

I’m absolutely delighted to see the return of the Manchester Furniture Show (MFS) this summer, from 10-11th July. After a five-year break, we’re back stronger than ever, and we can’t wait to welcome you home for a season of summer sourcing success!

This year’s exhibitors comprise a mixture of new and returning brands, and include Buoyant Upholstery, Baker Furniture, Lebus, Incanto, La-Z-Boy, Ashwood Designs, Whitemeadow, Alpha Designs, New Trends Concept, Furnico, Bluebone, Kettle Home, Heritage, RS Furniture, Decortie, Ikigai, Sofa Connections,The Utimate Home Living Group, Taylors of Scotland, AWS, Smart Occasional, Harmony, Mini Divani, HND, Mayfair Upholstery, Oswald & Pablo, Ordorite, Vanitii, Final Touches, and many more.

We’re also expecting buyers from the likes of Sofology, Housing Units, DFS, Leekes, Lakeland, Wilsden Suite Centre, Bensons, Robert Dyas, Stollers, Oak Furnitureland, The Very Group and ScS, with many more registered to attend and ready to stock up over the summer.

MFS has been the heart of discovering the latest trends and hottest collections for countless retailers, designers and industry professionals for over 28 years – and this year, we’re rekindling that experience and providing you with the perfect platform to …

Discover your customers’ new obsession With July perfectly placed before the peak season rush, MFS allows you to browse over 25,000 products from 100+ brands at the ideal time to influence buying decisions for the crucial second half of the year, including the pre-Christmas period.

Reconnect with familiar faces We know how much the MFS community means to you. That’s why we’re thrilled to share that 75% of past visitors plan to return this year. It’s the perfect chance to catch up with colleagues and create new connections, with over 40% of exhibitors being brand new to the event.

“It’s the perfect chance to catch up with colleagues and create new connections, with over 40% of exhibitors being brand new to the event Celebrate with fellow enthusiasts MFS is known for its friendly and vibrant atmosphere, where you can network with like-minded individuals who share your love for the industry. Join us for the evening at our Summer Solstice Show Party (sponsored by Furniture News) hosted at the brandnew Junction Bar at Manchester Central, on 10th July from 6pm-10pm, to unwind and celebrate the night away with complimentary drinks, canapes, music and DJ. Grow your network Broaden your network over brunch with talented women from across the industry. Taking place on 11th July from 11:30am, the Women in Furniture Network brunch will welcome Melinda Whittington, La-Z-Boy Inc’s president and CEO, who will share her career highlights.

We can’t wait to see you back at Manchester Central – register on our website to get your free badge today! www.thefurnitureshows.com

INDUSTRY PARTNERS

“After a five-year break, we’re back stronger than ever – and we can’t wait to see you!

Women in

FURNITURE

Young Furniture Makers exhibition.

82 OPINION ?

FEEDBACK

THIS MONTH, WE’RE ASKING …

What’s your take on automation and AI in the workplace?

The amount of tools which are becoming AI capable is incredible.

ChatGPT has taken the world by storm by giving everyone a virtual assistant to do some of the heavy lifting. But the real value of AI lies in the lesser-known use cases, such as how we interpret data to personalise the consumer experience, or how we visually engage with the content. There’s a lot of compelling technology appearing that in 2-3 years will have a huge impact across many industries Martin Adams (Mattress Online)

It’s coming, but it will be slow in the furniture industry – first adopters will take advantage and thrive Greg French (Westgarth Furniture)

We have invested heavily in our ERP and reporting systems.

It enables us to make faster and more informed decisions.

Colleagues can focus their time on added-value activities, rather than burying themselves in spreadsheets Jonathan Burrage (Hydeline Furniture)

Ignore it at your peril. The bed industry isn’t renowned for embracing new technology, but it will come. There is still an early adopter advantage Jerry Cheshire (bed and mattress expert)

Constantly changing technologies, if implemented correctly, could ultimately deliver improved efficiencies and save both time and money, creating a less stressful working environment Sam Jackson (Bluebone)

It is absolutely necessary, but will only work when overseen by smart people. You get out of AI the quality you put in. Those expecting it to be replace human intelligence will be the ones that fail. It should not be feared in that sense Jonathan Staker (Vanquish)

I believe automation and AI in the workplace have the potential to revolutionise productivity by eliminating specific tasks and creating room for the amplification of human skills. However, it’s crucial to recognise that essential ‘soft skills’, which offer businesses a competitive edge, will remain indispensable. Thoughtful implementation that combines automation and AI with human capabilities holds the key to developing a workforce that is highly efficient and effective Mike Murray (Land of Beds)

It’s a natural progression, as finding the right staff is getting more and more difficult Brian Levitt (Brian Levitt Sales Agencies)

They’re very different. As with any technology, they bring huge opportunities, but also potential challenges. Both have been portrayed as job-killers, but I don’t think that’s accurate.

I think a lot of it will be about making our people more productive Paul Little (Airsprung Group)

I think automation is essential for growth and scaling a business, improving efficiency and saving time. AI also has its place and can add value and improve customer service, but I believe human interaction is still important. Our people, rather than our technology, are the lifeblood of our business James Dunne (Prestige Beds)

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