Ben Ginn of Ginn Hardware in Vanceburg, Kentucky, has quickly built a social media following of more than 80,000 as “Ben from the Hardware Store.” He shares the story behind his rapid rise along with practical advice to build your own online presence.
At City Lumber Company, growth has always been intentional Across our two West Tennessee locations, we’ve focused on building an operation that meets the evolving needs of contractors and DIY customers while creating a clear path for the company’s future.
We also know growth starts with a strong understanding of our market. That’s why we take a proactive approach regularly reviewing performance, keeping inventory fresh and making adjustments to ensure every part of the operation contributes to our success. Maintaining that mindset has allowed us to expand with confidence and pursue new opportunities
That approach is strengthened by our partnership with Orgill Their market-specific demographic insights bring clarity when evaluating opportunities, while their store planning tools and Smart Start programs provide a strong framework for execution At the same time, we retain the flexibility to tailor those strategies to fit our business we’re always in the driver’s seat.
Even with that control, we know Orgill is a trusted co-pilot. Our sales representative works alongside us, helping identify opportunities and providing insight, support and a clear perspective on the best path forward.
As we continue moving ahead, we’re confident we have the right roadmap and the right partner to navigate whatever comes next
Jason McDaniel Owner | City Lumber | West Tennessee
About 1,200 retailers, manufacturers and industry leaders from more than 50 countries gathered in Amsterdam, the Netherlands, for the 2026 Global DIY Summit, where discussions ranged from artificial intelligence and changing consumer expectations to branding, merchandising and the future of home improvement retail.
BEN GINN
How
BY CRAIG WEBB
New
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Hardware Connection is published 24 times a year by The North American Hardware and Paint Association. All editorial contents copyrighted 2026 by the publisher. No editorial may be reproduced without the prior permission of the publisher.
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TheHardwareConnection.com
By Doug Donaldson
In 1998, I walked through the doors of what was then the National Retail Hardware Association, now the North American Hardware and Paint Association (NHPA), as a youngish writer who knew very little about the independent hardware industry. I still remember learning the language of the business—simple words like endcap suddenly carried meaning, and every day seemed to introduce another lesson about merchandising, retailing and the remarkable people who make this industry what it is.
I had no idea those early experiences would shape the rest of my career.
Over the years, I pursued a variety of opportunities, but I always stayed connected to the independent hardware channel through freelance writing. I’d write for this magazine and others about retailers who were willing to share what they’ve learned in the hope of helping someone else succeed. That has always surprised and amazed me.
Now, nearly three decades later, Hardware Connection is joining the NHPA family. For me, it’s a genuine
full-circle moment. I have the opportunity to work alongside many of the same talented people—and many new ones—who continue to make NHPA one of the industry’s strongest advocates for independent retailers. As a competitor, I admired their work, envied them their research resources and never doubted their commitment to serving retailers. Today, I’m grateful to call them teammates.
At the same time, I would never have reached this point without two people who believed in my ability to become editor of this publication.
Hardware Connection founders Tom Chasteen and Chris Jensen gave me the opportunity to fulfill a lifelong dream of becoming the editor of a publication. They trusted me with Hardware Connection, challenged me to become a better journalist and gave me the freedom to tell the stories that matter. Their confidence changed the course of my career, and I’ll always be grateful for it.
Moving forward, the most encouraging part is that the mission stays the same.
LEARN MORE
I’ll still be traveling to stores, asking questions, learning from retailers and sharing ideas that help independent businesses grow stronger. I’ll still be looking for the innovations, merchandising strategies and community stories that make this industry unique. If anything, this new chapter creates even more opportunities to work with some of the brightest minds in independent hardware and bring even more value to our readers.
The more I think about it, the more I realize what a unique opportunity this is. I’ll be working alongside people whose entire careers have been devoted to helping independent retailers succeed— through research, education, advocacy and storytelling. That’s a pretty remarkable team to join.
Thank you for allowing me to tell your stories over the years. It’s a privilege I have never taken for granted .
I’m a little OCD about our pipe-threading area because cutting and threading pipe leaves oil spots if you’re not careful. One day I came through the back of the store and saw a trail of brown spots across the floor. My first thought was, “Who left this mess from pipe threading?” I was already preparing to track down the culprit.
Then one of my cashiers quietly motioned me over.
Turns out it wasn’t pipe threading oil. A customer had suffered an
accident and was understandably embarrassed. We got him cleaned up, helped him out and tried to preserve his dignity as best we could.
A few weeks later, his wife stopped by to apologize.
I told her, “Don’t worry. It happens.”
She smiled and said, “Well, you mean sh*t happens.”
I couldn’t argue with that.
Paul Roberston Robertson’s Building Center Malvern, Ohio
The Hardware Connection Century Club, sponsored by the NHS Concept to Commerce, recognizes “The Innovators and Survivors Who Helped Build America.” Our Century Club currently includes 804 hardware and LBM retailers, 21 wholesalers and 207 manufacturers that were founded in the United States of America and remain in business after 100 or more years. You can find the complete list of Century Club members including old store photos and links to company history by clicking here. We congratulate the following retailers who have been added to the Hardware Connection Century Club this past year:
Andrew Posey & Son Hardware, Jasper, AL—1924
Bourassa True Value Hardware, New Bedford, MA—1924
Bowling’s Feed and Hardware, Catlettsburg, KY—1924
Braun Building Center, Manitowoc, WI—1905
Carl Eliason & Company Lumber & Hardware, Sayner, WI—1924
Chairtown Lumber Company, Gardner, MA—1924
Clark Devon Hardware, Chicago, IL—1924
Congleton Lumber, Lexington, KY—1905
Denver Lumber Company, Denver, CO—1923
Gennett Lumber Company, Fletcher, NC—1901
Guy C. Lee Building Materials, Smithfield, NC—1924
Hamilton Building Supply, Hamilton, NJ—1924
Heller Lumber Company, Arlington Heights, IL—1924
Holman Supply Company, Moultrie, GA—1920
Howell Hardware, Millville, NJ—1924
Hunter’s Hardware, Berkley Spring, WV—1870
H&W Hardware, New York, NY—1924
SPONSORED BY
Kelly Seed & Hardware Co., Peoria, IL—1905
Learned Lumber, Hermosa Beach, CA—1924
Legg Lumber Company, Holt, MI—1884
Lummus Building Supply Co., Atlanta, GA—1925
Morrison Terrebonne, Houma, LA—1924
National Lumber Company, Baltimore, MD—1919
Newton’s True Value Hardware, Cherryvale, KS—1924
Page Lumber , Poughkeepsie, NY—1924—1,000th Centrury Club member
Paschal Brothers Hardware & Lumber, Jacksonville, FL—1924
Ransom Brothers Lumber & Supply, Ramona, CA—1924
Requarth Company, Dayton, OH—1860
Southern Builders Supply, Valdosta, GA—1880
Union Lumber Company, New Albany, MS—1902
Valley Park Elevator & Hardware, Valley Park, MO—1874
Western Materials Inc., Yakima, WA—1915
William B. Morse Lumber Company, Rochester, NY—1853
Markle Hardware & Rental has carved out specialized markets serving local manufacturers, dairy operations and agricultural customers.
How are sales and customer counts so far this year? Sales are down about 7% this year, although our average transaction size has increased as customers spend more per visit. Customer traffic has softened, in part because several of the area’s largest employers—including a major
trailer manufacturer, a chemical plant supplying Toyota and an aluminum sorting facility—have pulled back on spending. Extensive road construction has also created challenges, with major routes into town closed at various times. I’ve worked here nearly 20 years, and I had to use GPS to get to work the other day.
What’s unique about your business? We’ve built several unique niches by serving local businesses that many hardware stores overlook. Our dairy customers have become a major part of our business, relying on us for everything from water lines and repair supplies to pallets of bottled water. Those operations run 24/7, and when they need something, they need it immediately. We’ve built strong relationships by being the supplier they know they can count on.
Strongest niches? Pool water testing has become one of our strongest specialty categories, and we’re expanding that business into pool openings, closings and repair services. We have earned customers’ trust by helping them maintain healthy pool water, and that credibility has naturally led to additional service opportunities. We’re seeing a similar opportunity with our agricultural customers, where providing expertise and dependable service continues to grow the business.
Any new initiatives planned for the rest of 2026? One of our biggest initiatives is expanding categories that make us more of a destination. We’re replacing bulk wire, making inventory easier to manage while improving the shopping experience. We’re also bringing in one of Do it Best’s merchandising programs for extension cords and electrical accessories. We have significantly
Markle Hardware & Rental recently expanded its Milwaukee offering from a 4-foot display to a 32-foot department; it also provides in-store Milwaukee warranty service with a roughly 10-day turnaround.
expanded our Milwaukee assortment, growing from a 4-foot section to 32 feet of merchandise. In addition, we’re a Milwaukee warranty service center. It doesn’t take much time on our end, but customers appreciate having a convenient local option with about a 10-day turnaround. A lot of these investments are long-term plays focused on building trust and strengthening customer relationships.
Whitney McBride
Markle Hardware & Rental
Markle, Indiana
Builders’ General Supply Company’s annual October trade show brings together about 1,000 customers and dozens of vendors for a full day of product demonstrations, education and hands-on learning.
How have sales and customer counts been so far in 2026? It’s going great. Business is booming in New Jersey. We’re not slowing. We’re a very densely populated state, and a lot of people from New York City want to live here. There’s also a huge Netflix facility getting built here soon. What’s unique about your company? We’re 95 years old and
have built so many strong community relationships. We have multiple generations of customers from the same family and employees who have been with us for more than 50 years. Our customers know we have building materials backed by the biggest names in the field, and we regularly communicate with our customers about new products and technologies. We’re different from the big boxes because we have
competitive pricing on every level and experts to offer advice.
Best niches? Helping customers with larger building and remodeling projects. In addition to lumber, windows and doors, we’ve built a strong reputation for cabinetry, supported by a team of 12 experienced kitchen-and-bath designers. We also invest heavily in showrooms that allow customers to see and compare products—from decking and roofing to cabinetry and windows—before making a purchase. While we don’t provide installation, we connect customers with trusted contractors and support them throughout the project with product expertise and service long after the sale.
What are your bestselling products? Andersen Windows has become one of our
strongest-performing categories. Demand has grown enough that we converted an entire showroom into a dedicated Andersen display. We’re well-known for our lumber, windows, doors and cabinetry, and the expanded showroom has helped reinforce our position as a destination for homeowners and contractors planning larger remodeling and building projects. What plans do you have for the rest of 2026? We’re sticking with the tried and true. It’s who we are. We do a trade show every year, the second Wednesday in October, with about 1,000 people in attendance. This year we have 55 vendors and will offer education and product demos.
Pat McKenna Builders’ General Supply Company Perth Amboy,
At 95 years old, Builders’ General Supply Company continues to grow, serving multiple generations of customers while benefiting from strong residential and commercial development across New Jersey.
Located on South Carolina’s coast, Clements Ferry Hardware combines traditional hardware with a product mix tailored to its market, from lawn-and-garden to fishing supplies, crab traps and other locally relevant merchandise.
How are sales and customer counts so far this year? Sales are up about 12% over last year, and customer counts continue to climb since we opened this location in 2023. We’re in one of the fastest-growing areas in the region, with residential construction booming. Within three miles of the store, there are 10 to 15 active housing developments,
and another 18,000 homes are planned nearby. Right now, approximately 30,000 to 40,000 vehicles pass the store each day, and that traffic could eventually double.
What’s unique about your business? We’re on a peninsula, so the nearest Home Depot or Lowe’s requires getting on the freeway—something many customers would rather avoid. Convenience is a big advantage for us,
but so is carrying products customers don’t expect to find in a hardware store. Along with core hardware, we stock items like crab traps, fishing supplies and gun-cleaning products.
Best niches? Lawn-and-garden, paint and grills are our strongest categories. We carry leading brands including Traeger, Weber and Big Green Egg. We’ll add Recteq, and we continue supporting those categories with associate training through Ace and vendor partners, in-store merchandising and occasional social media promotion. We also offer online ordering, in-store pickup and local delivery, making it easy for customers to get what they need.
Any recent surprise bestsellers? We keep a close eye on emerging trends. When Pokémon cards started taking off, we brought them in and sold through our first 120 packs in just three days. Listening to customers and adapting quickly has become part of our business.
What new initiatives do you have planned for the rest of 2026? We’re continuing to refresh departments throughout the store. We recently completed a full reset of our faucet assortment with a stronger mix of higher-end products, and we’ve already refreshed our electrical department and electrical tools. Plumbing and pool categories are
next. We use dealer markets and vendor shows to identify opportunities to expand our selection, improve merchandising and grow margins.
Clements Ferry Hardware owners Kevin and Amy Wagner continually refresh the store with new assortments and department resets, using dealer markets and vendor shows to expand selection, strengthen key categories and keep pace with changing customer demand.
Variety is one of the biggest strengths at Sheldon Ace Hardware in Elk Grove, California, where traditional hardware shares shelf space with soils, gravel and specialty barbecue sauces and rubs.
How are sales and customer counts so far this year? It’s been going pretty well. We have a steady amount of regular customers. We’re about even compared to last year.
What’s unique about your business? Our biggest advantage is the variety we offer. In addition to traditional hardware, we carry many of the miscellaneous items our local customers need but may only purchase occasionally. We have a strong selection of soils and gravel, along with specialty barbecue sauces and rubs. That assortment keeps
customers coming back because they always know that they’ll find more here than they expected.
Best niches? We’re especially known for our PVC fittings and our extensive selection of hardware, including nuts and bolts. PVC fittings remain one of our strongest-selling categories.
Any recent surprise bestsellers?
Screen repair has become one of our stronger-performing services recently, with more customers bringing in screens than we saw a year ago.
Mario Posdano
Sheldon Ace Hardware Elk Grove, California
By Doug Donaldson RETAILER2RETAILER
By Ben Ginn
Ben Ginn intentionally kept his social media channel separate from Ginn Hardware’s.
“By talking about ‘the hardware store’ instead of one specific store, I hope people watching in California, Kentucky or Maine picture their own neighborhood hardware store,” he says.
Looking back, I guess it was a different childhood than most people had, but it never felt unusual to me. It was simply where our family spent its time.
My papaw started the plumbing supply business in 1978 after seeing a need in our community. Four of his sons eventually joined him. Three became plumbers, while my dad stayed with the supply business. In 2001, my papaw was ready to retire, and my dad saw an opportunity to build something bigger. He bought a larger building down the road, moved the inventory and opened Ginn Hardware.
I was 11 years old.
I still remember the excitement of those early days. I remember the building being remodeled, walking through the hardware shows, seeing products I’d never imagined and watching the store slowly take shape. Those experiences probably had more influence on me than I realized at the time.
I grew up doing homework at the counter of my papaw’s plumbing supply store. I was about 7 years old when I started getting off the school bus there every afternoon. It wasn’t a big place—just a couple aisles and a showroom where I’d help put vanities together.
When you grow up in a hardware store, you naturally learn a little bit of everything. You learn how products work. You learn shortcuts and problem-solving tricks. More importantly, you learn how to communicate with people. A hardware store teaches you quickly that success is about listening, asking questions, managing your time and helping people solve problems. Those lessons have followed me everywhere.
Like a lot of people from entrepreneurial families, I didn’t always take a straight path. I’ve managed our family’s gas station, started and sold a newspaper, worked in corporate marketing and purchasing for a company serving the HVAC, plumbing and hardware industries. I even owned a pizza restaurant for a few years.
Through every one of those experiences, I kept finding my way back to the hardware store.
In 2017, I decided to make it my full-time focus again. Looking back, it always felt like home.
For years, my wife and I talked about creating content around hardware. Every time we’d attend a hardware show, we’d come home saying we ought to share some of the interesting products, demonstrations and ideas
we were seeing. The conversation kept coming up, but life always seemed busy enough that we never actually started.
Eventually, I realized I already had something worth sharing.
I had spent years learning products, watching customers solve problems and collecting stories that most people outside this industry never hear. I didn’t need to create content. It was sitting on the shelves around me every day.
That was the beginning of “Ben from the Hardware Store.”
From the start, my philosophy was simple: Talk about things I genuinely find interesting.
If I think a new tool is clever, I’ll talk about it. If there’s a trick for using a tape measure that makes someone’s project easier, I’ll share it. If there’s a product that deserves more attention, I’ll put it in front of the camera.
People can tell when you’re excited about something. They can also tell when you’re pretending.
One decision I made early on has probably shaped the channel more than anything else. I intentionally didn’t make it about Ginn Hardware. And that surprises some people.
Our store has its own social media accounts, and that’s where we focus on promoting our business. “ Ben from the Hardware Store ” has a different mission.
Growing up in a family hardware store gave me an appreciation for what local retailers mean to their communities. We’re located about 30 minutes from the nearest big-box store. If we weren’t here, people in our community would absolutely feel it. The same is true for thousands of independent hardware stores across the country.
I used to watch project videos online in which creators would finish by saying, “Run to Lowe’s or Home Depot and pick this up.” Every time I heard that, I’d think, Why not tell people to visit their local hardware store?
That’s the creator I wanted to become.
The big companies don’t need free advertising from me. Local hardware stores do. By talking about “the hardware store” instead of one specific store, I hope people watching in California, Kentucky or Maine picture their own neighborhood hardware store. Maybe the next time they have a project, they’ll stop there first instead of automatically driving to a national chain.
That broader focus has opened doors I never imagined.
A simple tape measure video eventually climbed past 1.3 million views. Suddenly, I was answering hundreds of comments every day, talking with people from all over the
country and realizing this little project had be come much bigger than a hobby.
The funny thing is, the videos that perform best usually aren’t complicated. People genuinely enjoy learning something useful.
Five years from now, I hope people don’t remember me because I had a viral video. I hope they remember learning something.
More importantly, I hope they feel increasingly comfortable walking into their local hardware store. Some people avoid the big boxes because they’re overwhelming. Others are intimidated by the local store because they don’t know the right terminology or they’re afraid of asking a question whose answer they think they should already know.
If my videos help remove that hesitation—if someone walks into their neighborhood store feeling more confident than they did before—that’s a success I’ll always be proud of. Because at the end of the day, the real star has never been me.
It’s always been the hardware store. n
Ben Ginn is part of the team at Ginn Hardware in Vanceburg, Kentucky, and the face behind “Ben from the Hardware Store,” a social media channel with more than 80,000 followers. He’s still a little surprised that a tape measure video turned into a career highlight.
Ben Ginn, @benfromthehardwarestore on Instagram, shares his 10 tips for making your social media content stand out.
1. Start with what you know. Your store is full of content. Every product, repair question and customer project is an opportunity to teach someone something new. You don’t have to invent ideas—you already deal with them every day.
2. Think like a customer. Ask yourself which questions customers ask most often. If one person asks, chances are hundreds of others are searching for the same answer online.
3. Show products in action. A product sitting on a shelf is just inventory. Demonstrate how it works, explain what problem it solves or share a quick tip that makes it easier to use.
4. Make your associates part of the story.
Customers enjoy seeing the people behind the counter. Feature employees explaining products, sharing project advice or demonstrating a favorite tool.
5. Don’t chase viral trends. A video that helps one homeowner solve a problem is more valuable than chasing the latest internet frenzy. Educational content has a long shelf life and continues to attract viewers well after it’s posted.
6. Every platform is different. The same post won’t perform the same way everywhere. Pay attention to what resonates on Facebook, Instagram, YouTube and TikTok, and adjust your approach for each audience.
7. Show what makes hardware stores different. Explain services many customers don’t realize independent hardware stores offer: key cutting, screen repair, glass cutting, pipe threading, rental equipment, specialty product knowledge and more.
8. Invite people into the store. Take viewers behind the scenes. Show your team receiving freight, setting seasonal displays, unpacking new products or preparing for a customer event. People enjoy seeing how a hardware store operates.
9. Talk like you’re helping just one customer. Avoid sounding like an advertisement. Imagine you’re standing in the aisle helping one customer solve one problem. That conversational approach feels more natural and keeps viewers engaged.
10. Make it easy to get started. You don’t need expensive equipment or professional editing software to get going. A smartphone, good lighting and useful information are enough to begin building an audience.
By Craig Webb
Nearly 1,200 retailers, manufacturers and industry leaders from more than 50 countries gathered in Amsterdam, the Netherlands, June 16-18 for the 2026 Global DIY Summit to discuss the trends shaping home improvement retail around the world. While many sessions focused on global markets, several carried practical lessons for North American independent retailers. From Do it Best’s efforts to introduce the True Value brand to younger consumers to discussions about artificial intelligence, innovation and changing competition, here are five takeaways from this year’s summit.
Bringing together retailers, manufacturers and industry leaders from more than 50 countries, the 2026 Global DIY Summit featured discussions that ranged from artificial intelligence and changing consumer expectations to branding, merchandising and the future of home improvement retail.
Do it Best Group CEO Dan Starr (left) joins Do it Best Foundation’s Curtis Smith for a keynote conversation on revitalizing the True Value brand and connecting with the next generation of consumers at the Global DIY Summit.
One of th e summit’s biggest North American stories came from Do it Best Group CEO Dan Starr, who outlined how the company is refining the True Value brand following its acquisition of the retailer in late 2024. Research conducted by Do it Best found that while True Value enjoys exceptionally strong brand recognition among Baby Boomers and Generation X, awareness drops significantly among Millennials and Generation Z. That prompted the company to rethink
how it presents the brand without changing the values that define it.
In his keynote speech “Reinventing a Legacy Brand for the Next Generation,” Starr said younger consumers respond strongly to authenticity, buying local and individuality. Those insights helped shape True Value’s “Your Project, Your Way” campaign featuring actor and woodworker Nick Offerman.
Rather than relying on broad advertising campaigns, Do it Best is taking advantage of highly targeted digital media that reach younger consumers through the channels
they already use. The company’s first objective is increasing brand awareness among younger homeowners before measuring long-term effects on retail sales and average ticket.
Despite the updated messaging, Starr emphasized that the campaign remains grounded in Do it Best’s culture of supporting independent retailers and the communi ties they serve.
Art i ficial intelligence was a discussion point throughout the summit, but speakers focused less on the technology itself and more on how it changes customer expectations.
Consumer experience consultant Ken Hughes argued that AI will make good customer service commonplace, meaning retailers must find new ways to create emotional connections with customers. He pointed to IKEA’s experience retraining support staff into design specialists for customers with more complex projects rather than relying solely on chatbot interactions.
Hughes also described future applications for which people could upload a photo of a room and receive customized renovation ideas, complete product lists and installation videos tailored specifically to their project.
His message was that AI should strengthen relationships rather than replace them.
Several presenters urged retailers to pay close attention to Temu’s next phase of growth.
According to digital retail analyst Ed Sander, the company’s strategy is evolving beyond deeply discounted imported products toward private-label merchandise informed by purchasing data gathered from hundreds of millions of users worldwide. The initiative is expected to begin with approximately 4,000 SKUs before expanding significantly over time.
Sander suggested Temu’s direct relationships with millions of manufacturers provide an advantage in quickly identifying trends and bringing new products to market.
For independent retailers, the discussion served as another reminder that competition continues to change rapidly, making differentiation through service, expertise and local rela tionships increasi ngly important.
Experts Chris Heemskerk of The Innovation Allian ce and Raha Been of 3M challenged retailers to rethink how they approach new ideas.
Heemskerk argued that leaders spend too much time optimizing today’s business and too little exploring tomorrow’s opportunities. He encouraged companies to dedicate time, space and resources specifically
for innovation. Both speakers emphasized that creating a culture of innovation requires leadership support, structured processes and a willingness to experiment.
The principal takeaway: Innovation rarely happens by accident. It must become part of an organization’s everyday culture.
Several sessions challeng ed retailers to think differently about growth opportunities.
Ken Hughes suggested retailers could better serve renters by promoting landlord-friendly home improvement products and expanding offerings such as tool rental and project planning assistance.
Sustainability also remained a prominent topic throughout the summit. The “Make It Zero” initiative, supported by dozens of manufacturers and retailers, announced a goal of increasing the recycled content in plastics used in DIY products to help reduce greenhouse gas emissions across the industry.
Meanwhile, city officials from Amsterdam shared how repurposing building materials—including reusing approximately 1 million bricks each month—demonstrates how collaboration and creative thinking
Consumer experience consultant Ken Hughes challenged retailers to view artificial intelligence as a tool for enhancing the customer experience, arguing that AI should free employees to build stronger customer connections rather than replace them.
can reduce costs while improving sustainability.
Although the topics ranged from branding and artificial intelligence to private-label competition and environmental initiatives, the Global DIY Summit delivered a message that the retail landscape continues to evolve, and independent retailers who remain curious, embrace new ideas and maintain investments in customer relationships will be the dealers best positioned to adapt to whatever co mes next. n
Craig Webb is president of Webb Analytics, a consultancy and information provider for building material dealers. For more, please visit Webb-Analytics.com.
In addition to being a longtime supporter of the independent hardware channel, Fluidmaster makes a difference in its home community. This spring, members of the Fluidmaster headquarters team took part in the John Wayne Cancer Foundation 5K Run, helping raise awareness and support for cancer research and patient programs.
As chief brand officer for Fluidmaster, Corinne AndersonSchoepe sits at the intersection of brand strategy, innovation and one of the most recognizable names in plumbing repair. A member of the founding
family behind the company established in 1957 by inventor Adolf Schoepe, AndersonSchoepe has helped guide Fluidmaster’s evolution from a dominant toilet repair brand into a broader global plumbing and water-management company operating
in more than 80 countries. Over the past several years, she has played a visible role in Fluidmaster’s brand growth, global expansion efforts and industry outreach initiatives, including the company’s work supporting trade careers and women in plumbing. In this exclusive interview with Hardware Connection, AndersonSchoepe discusses why the independent hardware channel remains critical to Fluidmaster’s long-term strategy, how DIY and professional customer expectations are changing, the growing importance of universal repair solutions and where innovation is occurring across plumbing repair categories. She also shares perspectives on trade workforce development, water-efficiency trends and the ways in which the company is positioning itself for an increasingly complex repair marketplace.
Hardware Connection: How would you describe Fluidmaster’s relationship with the independent hardware and home improvement channel, and why does that channel matter to your long-term strategy?
Corinne AndersonSchoepe: Fluidmaster’s relationship with the independent hardware and home improvement channel is critical for the long-term success of the business and the brand. It is characterized by
Corinne AndersonSchoepe, chief brand officer for Fluidmaster and a member of the founding family behind the company, which was established in 1957, notes that the independent hardware channel remains critical to Fluidmaster’s longterm strategy.
broad distribution, shared customer focus and mutual value. Independent hardware stores are essential to Fluidmaster’s business strategy because they serve our core customer segments—DIY and the pro—and provide stability in a dynamic retail environment. The channel supports product education and innovation adoption and helps reinforce the company’s leadership position across the toilet repair category.
What trends are currently shaping plumbing repair, particularly in the DIY and professional segments? Are you seeing shifts in product expectations, consumer behavior or project complexity?
Today’s customers, whether DIY or pro, are prioritizing easy installation, low-maintenance solutions and minimal household disruption. Products that simplify installation with universal parts, easy-to-follow instructions and minimal tool requirements are more attractive for our end users and pros. Consumers are expecting products they can install for common fixes. They have a higher demand for online support and “how-to” content and a preference for trusted brands like Fluidmaster that offer reliability and ease of installation.
The repair side of plumbing often aligns with value and practicality. How is Fluidmaster positioning itself to serve homeowners who are increasingly cost-conscious but still expect durability and performance?
Fluidmaster recognizes that today’s homeowners are increasingly value driven: They want solutions that are reliable, durable and help them avoid repeat repairs. We know that people’s homes are probably their largest investment, and we design products and packaging to deliver the highest-quality products that are easy to install and will ultimately add value to their home and their lives.
How is Fluidmaster supporting trade careers, and what role do you see manufacturers playing in strengthening the pipeline of plumbers and technicians?
Skilled trades, especially plumbing, remain essential to a healthy home repair ecosystem. Fluidmaster recognizes that plu mbers are not just end users but critical partners who influence brands, drive product adoption and enhance customer satisfaction. Supporting this community is fundamental to the company’s culture and our longterm strategy.
We’re collaborating with trade organizations to strengthen the workforce pipeline. Fluidmaster helps ensure that new entrants to the trade have the tools, confidence and opportunities they need to succeed. For decades, Fluidmaster has been awarding trade school scholarships to support aspiring plumbers, and we’re involved with trade organizations like the Project Management Institute and the Plumbing-HeatingCooling Contractors Association. The plumbing trade will be less affected by AI, and we feel there will be a growing interest in the plumbing trade that Fluidmaster will continu e to support.
Fluidmaster has been active in conversations around inclusion and supporting women in plumbing. How important is that effort to the company’s culture and to the broader health of the industry?
Fluidma ster champions inclusion and advancing women in plumbing. This reflects a belief that the future of the trades must include, and actively welcome, a broader range of talent. Fluidmaster participates in initiatives and industry groups that promote women in plumbing. We encourage representation across trade events, training programs and leadership conversations.
At Fluidmaster, we have women at all levels of the organization: on our leadership team and in engineering, product development, sourcing, sales, marketing, tech services, ma nufacturing and assembly.
Technology continues to influence even traditional repair categories. Where do you see innovations in plumbing repair—materials, design, water efficiency or digital integration?
Technology is reshaping even the most traditional areas of plumbing repair. Across materials, design and water efficiency, the category is experiencing a wave of innovation driven by changing homeowner expectations and sustainability expectations.
Fluidmaster makes more durable,
sustainable and easy-to-install components. Design innovation is focused on reducing complexity and improving usability for DIYers and pros. In the area of water efficiency, water saving technologies and regulatory pressures are pushing us to explore and provide more efficient repair solutions.
Looking ahead five years, what’s your bold prediction for the plumbing repair market and Fluidmaster’s role within it?
In the next five years, the plumbing repair market will continue to get increasingly complex. Different shapes and sizes of toilets are introduced, requiring different types of internal components. We will continue to introduce products that take the complexity out of the repair. A great example is the Super Flapper, where we created a flapper that could convert to a 2-inch or 3-inch flapper. This addressed a pain point for consumers that eliminated guesswork and eliminated an extra trip to the store.
While the demand for repair parts continues to evolve, the need for universal solutions for a diverse toilet r epair market will always exist. Fluidmaster will be at the forefront of the category. Whether it’s providing toilet manufacturers with the best components or providing the best products for any toilet repair need. n
By Doug Donaldson
ne of the greatest strengths of the independent hardware channel is its willingness to share. That spirit of collaboration returns to the J.W. Marriott Grande Lakes in Orlando, Florida, from July 28 to July 30 as the Independent Home Improvement Conference brings together retailers,
wholesalers, manufacturers and industry experts for three days of education, conversation and ideas.
From partner events hosted by Orgill to educational sessions led by retailers, consultants and industry experts, the conference is built around one question: What ideas can independent retailers bring home to improve their business?
The conference opens July 28 with Partner Events hosted by Orgill, giving retailers a full day focused on pricing, marketing, operations, merchandising and technology before the broader educational program begins.
New attendees can begin with “How to Win at IHI: What to Expect & How to Maximize Your Time,” at which Greg Stine, Orgill’s executive vice president of marketing and communications, offers strategies for making the most of the conference experience. Retailers looking for immediate financial takeaways can attend “Margin Pressure Playbook: Pricing, Tariffs & Profit Protection,” presented by Jackie Bacon, vice president of pricing, followed by “Strategies for Driving In-Store Traffic and Customer Loyalty” with Craig Cowart and Paul Comeau of CNRG. Operational improvement continues throughout the day with “Operational Efficiency for Time-Poor
Labor,” while Orgill marketing consultants
Jennifer Wineberg and Fred Arthur present “Marketing That Fits: Practical Solutions for Every Independent Retailer,” emphasizing scalable marketing strategies that fit retailers of every size.
Dealers will also hear directly from Orgill president and CEO Boyden Moore during the annual company update before Jordan Tice, vice president of retail services, presents “Innovation in Action: How Orgill Actually Improves Your Store,” highlighting retail services designed to strengthen store performance.
The afternoon shifts toward technology with chief digital information officer Sharms Bala outlining Orgill’s long-term technology road map before sessions examining technology lessons learned by the Intermountain Farmers Association and a panel discussion on practical AI applications in retail.
The day concludes with the Independents Celebration, providing retailers an opportunity to continue conversations with peers and suppliers in a relaxed setting.
Artificial intelligence continues to mature from industry buzzword to practical business resource, and
several sessions explore how retailers can implement technology without overwhelming their operations.
“The AI Blueprint: Practical Applications and the Future of Independent Retail,” “From Hype to Hardware: AI Tools That Are Changing Independent Retail” and “The Three Levels of AI Usage” approach artificial intelligence from different perspectives, focusing on practical implementation rather than theory. Retailers can also attend “Innovations in Technology: 3 Things That Are Key to Saving You Time & Money” to explore operational efficiencies available today.
Equally important is understanding how technology supports customers. Sessions including “From Search to Store: How Smart Retailers Turn Online Visibility Into Foot Traffic” demonstrate how digital marketing and online visibility influence in-store sales.
Profitability remains one of the conference’s strongest themes.
Several sessions address the financial realities retailers face, including “Inside the Margin 1.0: The Real Story Behind Gross Profit Margin,” “Inside the Margin 2.0: Protecting Your Business with Margin Management” and “Recalibration, Not Retreat: Unpacking Macroeconomics’ Impact
on the Independent Channel”—the latter a presentation by the Home Improvement Research Institute’s executive director, Dave King. Together, these presentations examine pricing, profitability and broader economic trends that are currently shaping the business environment.
General operations also receive significant attention at the summit. “Operational Agility: Building Retail Operations for an Ever-Changing Market,” “Effectively Hiring Business Builders in Your Key Positions” and the two-part “Relating Talent Relationship Management the Disney Way to Your Business” explore staffing, leadership and organizational development— critical issues as retailers continue navigating labor challenges.
Succession planning appears throughout the conference as well, with “Succession Planning Starts Now: Building the Foundation for the Future of Your Business,” “Beyond the Transition: Strategic and Innovative Approaches to Succession Planning” and “Selling Your Business—Building Your Team to Maximize Value.” These sessions recognize that successful succession begins years before ownership changes hands.
Some of the conference’s most valuable lessons come directly from
independent retailers willing to share their experiences.
“Technology Lessons Learned: Intermountain Farmers Association” will detail how that organization implemented critical new tech to boost its operations. Denise Brookhouse of Koopman Lumber joins NHPA editor and director of content development Lindsey Thompson for “From Hype to Hardware: AI Tools That Are Changing Independent Retail,” providing a retailer’s perspective on emerging technology. Matt Nichols of Koopman Lumber and Jared Brown of Aubuchon Hardware discuss organizational growth during “Aligning Strategy, Structure and Opportunity for Growth.”
Future leadership takes center stage during “The Future Is Independent: Next-Generation Leaders Redefining Home Improvement Retail,” featuring Newton’s True Value owner Megan Menzer. Meanwhile, Anthony Bogucki, COO of Bogucki Enterprises, joins NHPA’s Thompson for “Shaping the Future of Independent Retail,” seeing where the channel is headed next.
Retailers looking for merchandising inspiration can choose sessions including “Building a Merchandising Continuum in the Independent Home Improvement Channel” and “Advancing on the Merchandising Continuum: Turning Strategy into In-Aisle Execu tion,” while Darryl Rose,
founder and CEO of Get Dwell and Hardware Store Hero, explores service expansion opportunities in “Beyond the Counter: Why Independent Hardware Stores Should Offer Services—and How to Do It Successfully.”
As worthwhile as the educational sessions are, much of the conference’s greatest value emerges between presentations.
The Partner Pavilion provides opportunities to meet manufacturers and service providers, while networking events including the Independents Celebration, Happy Hours and the Independents Awards Gala create plentiful opportunities to exchange ideas with retailers facing many of the same challenges.
Whether the goal is improving margins, strengthening operations, exploring new technology or discovering the next merchandising idea, this year’s Independent Home Improvement Conference offers retailers practical strategies they can begin implementing immediately. The sessions may end when attendees leave Orlando, but the conversations—and the ideas they spark—are designed to strengthen independent retail long after the conference concludes. n
Independent Home Improvement Conference
July 29-30, J.W. Marriott Orlando Grande Lakes, Orlando, Florida
AUGUST
Florida Hardware
August 14-15, Caribe Royale Resort and Convention, Orlando, Florida
Garden Center Conference & Expo
August 18-20, Loews Vanderbilt Hotel, Nashville, Tennessee
House-Hasson Summer Dealer Market
August 6-8, Wilderness at the Smokies and Sevierville Convention Center, Sevierville, Tennessee
Orgill Online Fall Buying Event
August 3-16
August 12-14, Mandalay Bay, Las Vegas
Ace Hardware Fall 2026 Convention
September 22-24, Orange County Convention Center, Orlando, Florida
Blish-Mize Fall Customer Buying Market
September 11-13, Overland Park Convention Center, Overland Park, Kansas
Bradley Caldwell Fall Show
September 15-17, Atlantic City, New Jersey
Do it Best, True Value Fall Market
September 25-28, Indiana Convention Center, Indianapolis
Horizon Distribution Inc. Tradeshow Expo
September 16-17, Yakima Convention Center, Yakima, Washington
LMC Leadership Summit
September 15-17, Seattle
Equip Exposition
October 20-23, Kentucky Exposition Center, Louisville, Kentucky
Hardlines Conference
October 20-21, Fairmont Château Laurier, Ottawa, Ontario
LMC Expo
October 28-30, Pennsylvania Convention Center, Philadelphia
DIY Con
November 6-8, Fair Park Dallas, Dallas
HDA Executive Planning Conference
November 10-12, The Westing La Paloma Resort & Spa, Tucson, Arizona
ISSA Show North America
November 16-19, Mandalay Bay Convention Center, Las Vegas
LBM Advantage Fall Planning Conference
November 9-11, Encore Boston Harbor, Boston
INDEPENDENT HOME IMPROVEMENT CONFERENCE
Register Today for the IHI Conference!
There’s still time to register for the 2026 Independent Home Improvement Conference, July 29-30 at the JW Marriott Orlando Grande Lakes in Orlando, Florida. The event will bring together more than 400 independent retailers, vendors and industry partners for education sessions, networking and access to new products and solutions designed to support store growth and operations. To register, click here or scan this QR code.
For a complete listing of calendar dates, click here .
Do it Best Group announced the True Value headquarters move during a press conference in its Fort Wayne, Indiana, offices. (From left) Do it Best Group President and CEO Dan Starr, Fort Wayne Mayor Sharon Tucker and Indiana Governor Mike Braun.
Do it Best Group will relocate the headquarters of True Value from Chicago to Fort Wayne, Indiana, consolidating leadership of both brands at the company’s Electric Works campus and marking another major step in the integration following Do it Best’s acquisition of True Value in November 2024.
The move establishes Fort Wayne as the official world headquarters for both Do it Best and True Value, bringing leadership and operations together in a single location. Company officials said the transition is designed to improve collaboration, strengthen support for retailers and vendors, and position both brands for continued growth.
“Do it Best Group has always believed in the power of independent business owners, and that commitment is at the center of this decision,” Do it Best Group President and CEO Dan Starr says.
“By aligning the headquarters of Do it Best and True Value here in Fort Wayne, we are creating the leadership structure, operational focus and shared momentum needed to support all our store owners, strengthen vendor partnerships and enhance one of the most recognized brands in home improvement.”
The announcement was made on July 1 alongside Indiana Governor Mike Braun, who called the decision another example of Indiana’s ability to attract major companies. Sharon Tucker, Fort Wayne’s mayor, also praised the move, noting Do it Best’s longstanding ties to the city and its role in the redevelopment of the Electric Works innovation district.
Since acquiring True Value in 2024, Do it Best has focused on integrating the two organizations while maintaining support for independent retailers.
Do it Best named Nick Talarico as chief operating officer, and this past June Starr and Talarico shared their thoughts in this Hardware Connection interview.
• Aubuchon Ace Hardware celebrated the grand opening of its renovated Rumford, Maine, location on June 26 following a six-week remodel.
• Costello’s Ace of Abington in Abington, Pennsylvania, celebrated a grand opening this past June.
• Hometown Ace Hardware in Johnson, Kansas, held a grand opening on June 16.
• Hancock Lumber has broken ground on its new 44,000-square-foot component manufacturing facility in Oxford, Maine, a project that will expand production of wall panels, pre-cut framing packages, stair systems and other components using advanced automation.
• Ace Hardware of Webster City in Webster City, Iowa, celebrated its grand opening weekend with a ribbon-cutting ceremony on June 19.
• M&H True Value Hardware in Rock Valley, Iowa, has been sold to Tom and Carey Miller after 46 years of Van Holland family ownership.
• Beloit, Wisconsin–based ABC Supply Co. has acquired the assets of Koch Building Products in Sandusky, Ohio, expanding its presence along the Lake Erie shoreline by adding a building products distributor that has served the market for more than 70 years .
• Hiawatha, Iowa–based Ogden & Adams Building Solutions has acquired the assets of Maquoketa Lumber Company and Bellevue Lumber , expanding to five locations in eastern Iowa while retaining both companies’ employees and store names.
• Ethington Building Supply is celebrating its 50th anniversary, marking five decades of serving its community and the building materials industry, and received an Estwing Golden Hammer Award . The milestone was recognized by its distribution partner, House-Hasson , which congratulated the dealer on its longstanding success and continued growth.
• Phoenix International partnered with Do it Best member Wannemaker’s Home & Garden in Downers Grove, Illinois, to purchase supplies for a community cleanup project near the freight forwarder’s headquarters in Itasca, Illinois.
• Rick Russell , chairman of Omaha, Nebraska–based Millard Lumber , and his wife, Carol , have been named 2026 inductees into the Greater Omaha Business Hall of Fame in recognition of their business leadership, philanthropy and community service.
• Dave Anderson , president and CEO of Mead Lumber, will retire Nov. 30, with industry veteran Jon Cohen succeeding him as president and CEO effective Dec. 1. Cohen joined the 100% employee-owned company July 1 as president to ensure a
smooth leadership transition while Anderson remains CEO through the end of the fiscal year.
• Milwaukee-based A.O. Smith Corp. has named president and CEO Stephen Shafer chairman of the board following the July 1 retirement of executive chairman Kevin Wheeler, who will remain on the company’s board of directors.
• Hilo, Hawaii–based HPM Building Supply has promoted Colin Thompson to vice president of manufacturing and construction as Adrian Murphy transitions to the new role of senior advisor–lumber and vendor strategy
as part of a planned multiyear retirement transition.
• Nicholasville, Kentucky–based Badger Technologies has named retail industry veteran John Gehre chief executive officer while expanding its leadership team with new executive appointments and forming its first Strategic Advisory Board.
• Wynn Companies of Bonita Springs, Florida, has named former Rural King executive Paul Martinson chief financial officer to oversee the continued growth of its Sunshine Ace Hardware , Wynn Properties and Wynn’s Market businesses.
• Wayne, Pennsylvania–based LMC has promoted Deirdre Garland to vice president of marketing, expanding her leader ship role after overseeing the buying group’s kitchen-and-bath business since 2017.
• Hixwood , headquartered in Stanley, Wisconsin, has named
Peter Schluckebier coil sales representative for its Central region; he will serve customers across eight Midwestern states. Hancock Lumber has named Brian Mills general manager of its new Oxford, Maine, component manufacturing facility.
• Marysville, Ohio–based ScottsMiracle-Gro has named president and COO Nate Baxter president and chief executive officer, succeeding Jim Hagedorn , while former Vermont Governor Pete Shumlin has been elected chairman of the board.
• Sherwin-Williams , headquartered in Cleveland, has opened its new Morikis Global Technology Center in Brecksville, Ohio, a 600,000-square-foot research and innovation campus that houses about 900 employees focused on advancing product development and technology.
• Epicor has launched its AI-powered Prism platform across the United Kingdom and select European markets, expanding embedded,
industry-specific artificial intelligence capabilities for manufacturers, distributors and other supply chain businesses using its ERP software.
• Mesa, Arizona–based Paladin Data Corporation has acquired CyberBOS, out of Omaha, Nebraska, expanding its point-of-sale and business management software offerings.
• GMS has expanded its South Texas footprint with the acquisition of Central Materials , a Rio Grande Valley distributor of stucco, stone, EIFS and masonry products that will continue operating under its existing name and leadership.
• Winchester, Virginia–based Trex Co. has expanded its sports marketing efforts through new sponsorships of the American Century Championship and the Golf Channel’s Big Break x Good Good, extending the decking manufacturer’s consumer brand visibility through golf and outdoor lifestyle programming.
• Independent home improvement pioneer Dawson Taylor , whose leadership helped shape Taylor’s Do it Centers and influenced generations of independent retailers, died July 4 at age 103. For the full story on his remarkable life and lasting impact on the industry, see here .
• Don Kulin , 78, of Santa Rosa, California, passed away March 11. Kulin spent 56 years in the hardware industry, including leadership roles with Cotter & Company, Blue Lustre and his own manufacturers’ representative firm, United Sales . In 1984 he cofounded UDI, a wholesale distribution company serving independent hardware retailers throughout Northern California and Nevada.
• Erma J. Cron , 93, of Sterling, Pennsylvania, passed away June 27. Alongside her late husband, Clifford , she owned and operated Cron True Value Hardware .
• Mark E. Schaufelberger, 59, of Bluffton, Indiana, passed away April 11 in Fort Wayne, Indiana. Schaufelberger was the longtime co-owner and operator of Markle Do it Best Hardware in Markle, Indiana, where he and his family led the business for more than 17 years.
