Hardware Retailing November 2025

Page 30

Guidance From a Name You Trust

The North American Hardware and Paint Association (NHPA) is excited to launch a new service—NHPA Strategic Consulting—which connects independent retailers one on one with trusted industry experts, to tackle your most pressing business challenges.

Our consultants have spent their careers working for top independent retailers. They know what works and how to help your business grow. Each consultant brings deep expertise in key areas of running a home improvement retail operation, backed by a proven record of innovation and success.

Like NHPA, our consultants are unbiased and fully vetted by your association. Their guidance is rooted in real-world experience, giving you practical solutions to take your business to the next level. When you partner with NHPA, you gain access to retail professionals who’ve been there, led teams and built success from the ground up.

As a trade association, it’s our mission to connect you with the best retail minds in the industry who can provide the best solutions for your specific needs.

Mission Focused & Non-Biased

Our consultants are NHPA-focused and loyal only to your business.

Extensive Retail Experience

Decades of experience in leadership roles at leading independent home improvement stores.

Specialized Retail Expertise

Each consultant specialize in core areas that drive your business.

Proven Industry Leaders

Renowned experts shaping NHPA’s programs, education and trade magazines.

Trusted NHPA Vetted Advisors

Active in NHPA’s roundtables, guiding key industry discussions for independent retailers.

Scan the QR Code or visit YourNHPA.org/Consulting to sign up and learn more.

Page 30

“Going with Midwest Fastener has truly made a difference for our hardware store. Their products are consistently reliable, which means our customers are always satisfied and keep coming back. Beyond the quality, their program has genuinely simplified our inventory and made our fastener aisle so much easier to shop. It’s a partnership that’s clearly boosted our sales and made our daily operations smoother. We couldn’t be happier with Midwest Fastener.”

Frank Tropepe, Owner, Deerfield Ace Hardware

Exceeding Expectations. One Fastener Destination at a Time!

CONNECTIONS Follow Us Online

HEADQUARTERS

1025 East 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org

OUR MISSION

The North American Hardware and Paint Association (NHPA) helps independent home improvement, paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.

NHPA BOARD OF DIRECTORS

CHAIRMAN OF THE BOARD

Ned Green, Weider’s Paint & Hardware, Rochester, New York

EXECUTIVE VICE CHAIRMAN

Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia

DIRECTORS

Alesia Anderson, Handy Ace Hardware, Tucker, Georgia

Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri

Ash Ebbo, Clement’s Paint, Austin, Texas

Christian Herrick, Randy’s Do it Best Hardware, Jackson, Virginia

Michelle Meny, Meny’s True Value, Jasper, Indiana

Michael Sacks, FLC Holdings, LaGrange, Texas

SECRETARY-TREASURER

Bob Cutter, NHPA President and CEO

STATE & REGIONAL ASSOCIATIONS

MIDWEST HARDWARE ASSOCIATION

Jody Kohl, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033 800-888-1817; Fax: 715-341-4080

NHPA CANADA

SUPPLY-BUILD CANADA

Rebekah Doerksen, Executive Assistant Direct: 204-953-1692 | Cell: 204-990-3536 Toll-Free: 1.800.661.0253 ext. 103 102-226 Osborne St. N. Winnipeg, MB R3C 1V4

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

COMING IN DECEMBER

EXECUTIVE STAFF

PRESIDENT & CEO

Bob Cutter

CHIEF OPERATING OFFICER

Dan Tratensek

CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES

David Gowan

VICE PRESIDENT OF CONTENT

DEVELOPMENT & PUBLISHER

Scott Wright, swright@YourNHPA.org

CONTENT AND PRODUCTION

317-275-9400, editorial@YourNHPA.org

Starting With the Essentials

Next month, Hardware Retailing goes back to the basics with Digital Marketing 101. Whether you have a dedicated marketing team or marketing is one of many hats worn by a manager or other employee, these insights will give you a place to start when it comes to promoting your business online. Learn more about how other retailers are using everything from social media to Google Ads to bring customers from online through the door.

Hardware Retailing (ISSN0889-2989) is published monthly by the North American Hardware and Paint Association, 1025 East 54th St., Indianapolis, IN 46220. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50/year. Canada $75/year. All other countries $110/year. Single copy $7. The Annual Report issue can be purchased for $30.

Periodical postage paid at Indianapolis, Indiana, and additional mailing offices.

POSTMASTER: Send address changes to Hardware Retailing, P.O. Box 16709, St. Louis, MO 63105-1209.

All editorial contents © 2025 North American Hardware and Paint Association. No editorial may be reproduced without prior permission of the publisher.

REPRINTS: For price quotations, contact the Editorial Department at editorial@YourNHPA.org. Printed in the U.S.

EDITOR AND DIRECTOR OF CONTENT DEVELOPMENT

Lindsey Thompson, lthompson@YourNHPA.org

DIRECTOR OF SALES & MARKETING

Austin Vance, avance@YourNHPA.org

MARKETING MANAGER

Olivia Shroyer

NEWS & DIGITAL EDITOR

Jacob Musselman, jmusselman@YourNHPA.org

CONTENT DEVELOPMENT COORDINATOR

Annie Palmer, apalmer@YourNHPA.org

LEAD GRAPHIC DESIGNER

Autumn Ricketts

PRODUCTION & DESIGN ASSISTANT

Samantha Mitchell

MARKETING & DIGITAL CONTENT ASSISTANT Cassie Reed

SALES & PRODUCTION ASSISTANT Freda Creech

SALES

REGIONAL SALES DIRECTOR Jordan Rice jrice@YourNHPA.org | 217-808-1641

SENIOR BUSINESS DEVELOPMENT REPRESENTATIVE—WEST COAST Renee Changnon rchangnon@YourNHPA.org | 217-621-7363

ASSOCIATION PROGRAMS 800-772-4424, NHPA@YourNHPA.org

DIRECTOR OF EDUCATION & TRAINING

Cody Goeppner, cgoeppner@YourNHPA.org

TRAINING MANAGER & EDITOR

Jesse Carleton, jcarleton@YourNHPA.org

OPERATIONS COORDINATOR—ADVANCED EDUCATION & TRAINING Amy Hayes, ahayes@YourNHPA.org

Richard Jarrett, 314-432-7511, gcscs8@gmail.com Coming This December: The 2026 Hot

Products Buying Guide

Watch your inbox for digital access to the hottest products and services to help your business grow. And if you aren’t subscribed to our newsletters, sign up at YourNHPA.org/subscribe

A Hedge of Protection

With the economy in a seemingly constant state of change, retailers are looking for ways to protect against margin erosion. Hear from retailers who share the ways—big and small—they manage and protect margins through cost management, pricing strategies, operational improvements and more.

From one store to now a Long Island mainstay, Brinkmann’s goes beyond basic, offering an elevated level of customer service, unique product categories and a commitment to the communities where the operation’s six stores are located.

Guiding Principles

When his future after high school was uncertain, the military provided direction for Kane Wilbanks, this month’s Helmets to Home Improvement honoree. Plus, meet all of this year’s honorees in the 2025 Helmets to Home Improvement e-book.

While a normal part of operations, emails coming into your inbox offer an opportunity for scammers to redirect money or sensitive information. Learn more about the common business email compromise scams that show up in retailers’ inboxes and how to avoid them.

Whether it’s rewiring a light fixture, managing an air conditioning system or repairing a leaky faucet, discover how two retailers empower customers to confidently complete plumbing and electrical maintenance projects themselves instead of hiring a professional.

TAKING CARE OF BUSINESS

CONNECTIONS

Send Dan a Message dant@YourNHPA.org

Dan Tratensek

“If you are a business that is thankful for purchases but not truly grateful for your patrons, your thanks carry little impact.”

FROM THE ASSOCIATION

Gratitude in Action

AROUND THIS TIME OF YEAR, we all start to (or should) reflect on the things we are thankful for in our lives. While it is somewhat disheartening to think that we may only focus on gratitude during this little window of time when the leaves turn color, there are ways to turn these thoughts into actions that can resonate year-round.

If I were to wager, I would assume the top few items most business leaders would toss into the “thankful for” column on their spreadsheet would include some variation of these three things: my employees, my family and my customers. Hopefully, a few toss in “my association” for good measure.

While these are all things that are very deserving of a business leaders’ gratitude, I don’t know that all of our grateful thoughts always translate to grateful actions. This is the year to make sure we change that.

I know I’m getting ahead of myself with the seasons, but being grateful one month out of the year is a lot like Scrooge being a nice guy on Christmas Day and then back to his old self on December 26.

To avoid this, I am encouraging all of us to truly reflect on the things in our professional lives that we are grateful for right now and then writing them down. But don’t stop there: add to this list some things you can do to show gratitude to each of these different groups.

If it’s your employees, ask yourself if your day-to-day policies, behavior and culture mirror the gratitude you feel towards them. If not, make changes. And if you don’t make changes, save your thanks because they are just words.

If it’s your family, ask yourself if you are doing everything you can to ensure that your business is aligned to meet the needs of the next generation. Do you have a succession plan in place? Do you listen to input from your family? Do you place enough emphasis on work-life balance? If you aren’t addressing these concerns, then your thanks simply rings hollow.

If it’s your customers, ask yourself: “How do I keep the needs of my customers central to every business decision I make?” Understand that, without your customers, you are out of business. If you are a business that is thankful for purchases but not truly grateful for your patrons, your thanks carry little impact.

So, while this may be the month for listing all the things you are thankful for and celebrating those things with turkey, beer and football, I want to remind everyone that there are still 11 other months where you can show how you respond to that gratitude.

Dan M. Tratensek Chief Operating Officer

FROM THE PUBLISHER

Scott Wright

“NHPA Strategic Consultants have walked a mile in your shoes, honing their skills in the aisles, back offices and yards at some of the most iconic independent retailers in our industry.”

FROM THE PUBLISHER

Pulling It All Together to Set Independents Apart

IN TODAY’S COMPLEX retailing environment, the competitive advantages independent retailers have historically claimed—service and convenience—are under attack from every direction. New disruptors emerge daily, and the burden for independents to run a sophisticated retail operation with limited resources seems unattainable.

To arm you with solutions and resources, this month the North American Hardware and Paint Association (NHPA) will launch NHPA Strategic Consulting, a service designed to connect you with the industry’s most trusted retail experts and advisors.

Whether you need assistance in the operational areas of your business, such as inventory management, merchandising or marketing or need help in other areas such as financial analysis/KPIs, pricing and margin management, NHPA Strategic Consultants are here to help. They can also lead you through strategic planning, lease negotiations, business valuations or even succession planning.

NHPA Strategic Consultants have walked a mile in your shoes, honing their skills in the aisles, back offices and yards at some of the most iconic independent retailers in our industry. We know and trust them because they have participated in our programs and roundtables, they have won our awards and they have worked with us to develop curriculum for NHPA’s training courses. Their columns are featured in our publications each month (see Page 8 and Page 24 in this issue) because they are the best at what they do.

Each adviser focuses on their specific area of expertise. There are no “one-size-fits-all” gurus out there. Like NHPA, they have no bias toward any one entity, buying group or banner. They can work within your budget and make the meaningful changes you need. What sets NHPA Strategic Consultants apart is their focus and expertise.

• Mission Focused & Non-Biased: They are mission focused—on your mission. They have no allegiance toward any business entity other than yours.

• Extensive Retail Experience: They have worked in retail most of their careers and have held top positions at some of the leading independent hardware stores, home centers, LBM and paint and decorating retailers in the U.S.

• Specific Retail Focus: They each specialize in specific areas of the business, keying in on the retail core competencies and strategic areas that matter most to your needs.

• Proven Subject Matter Experts: They have helped design curriculum for NHPA’s Retail Management Certification Program and NHPA’s Foundations of Retail educational programs. They teach in our programs and are regular contributors to Hardware Retailing and Paint & Decorating Retailer magazines. Their expertise is industry renowned and respected.

• Roundtable Moderators: They participate in NHPA roundtables and help lead the critical conversations that point the way forward for the most successful retailers in our industry. When they talk, their peers listen.

If you have a specific business challenge, need the help of an expert—someone who can bring a fresh perspective based on their experience and expertise—give me a call at 317-441-4136 or visit YourNHPA.org/consulting.

Scott Wright

Vice President of Content Development and Publisher

INDUSTRY VIEWPOINT

OPERATION Contingency Plan

When Plan A fell through, this retailer had to pivot his succession plan. See how his flexibility led to a successful handoff at hardwareretailing.com/succession-pivot.

Meet Curtis

Curtis Gillman has built a 20-plus-year career as a dynamic leader in the retail home improvement industry. Guided by the principles of servant leadership, accountability and KPI measurement, he successfully grew a six-store regional chain into an 18-location industry leader, driving operational excellence and sustainable growth. Curtis is passionate about helping family-owned businesses preserve and strengthen their legacy. He specializes in working with both incoming and exiting generations to develop strategic plans for growth, succession and long-term stability.

CONNECT Email curtis@legacyretailadvisors.com

LinkedIn Curtis Gillman

OPERATIONS

Don’t Leave Your Future in Limbo

Independent hardware, paint and building materials dealers excel at many things. We solve customer problems. We know how to sell and pick winning assortments that keep customers coming back. We coach our teams, put out fires and serve as community cornerstones.

But in today’s environment of fierce competition, volatile pricing and supply chains and ever-rising customer expectations, great service and a well-merchandised store are no longer enough. To thrive, we must also run a tight ship internally. That means sharp margins, efficient payroll and inventory that works for us with strong turns and GMROI. These KPIs can be the difference between surviving and thriving.

One area where independents often struggle is preparing for the future. Whether it’s generational succession or positioning a store for sale, readiness takes focus and discipline.

For family transitions, too many businesses neglect the hard work of building communication and trust between outgoing and incoming leaders. Regular, honest conversations about expectations are essential.

Buyers today are more discerning than ever. Community loyalty is important, but buyers want proof on the P&L. They expect healthy margins, clean payroll metrics and strong EBITDA.

The good news is help is available. Through the North American Hardware and Paint Association’s (NHPA) new consultancy program, which will bring in veteran industry leaders, independent dealers can now access trusted advisers in the areas they need it the most.

NHPA Strategic Consulting is a new service from the North American Hardware & Paint Association (NHPA) to connect independent retailers one on one with trusted retail experts and advisers to help you solve your most pressing business challenges.

NHPA consultants have spent their entire careers working for some of the leading independent retailers in our industry. They know how to help you grow your business because they each have specific areas of expertise within the greater framework of operating an independent home improvement retail operation. They have been in the retail trenches, and they know what works. The solutions they provide are deeply rooted in their experience and extensive track record for innovation and success. Like NHPA, they have no bias toward any one entity, and have been thoroughly vetted by your association. We trust their expertise and are confident they will be able to take your business to new levels of success.

As a 20-year industry veteran and longtime family business partner, I’m proud to consult with NHPA through my company, Legacy Retail Advisors. I specialize in enhancing business value in preparation for acquisition, navigating family business and succession dynamics, financial and productivity KPIs and leadership development.

Learn more at the program at YourNHPA.org/consulting

Independents already shine on the frontlines of retail. With the right focus and support, we can be just as strong behind the scenes and ensure our businesses succeed for the next generation.

Curtis Gillman Founder Legacy Retail Advisors

INDEPENDENT INSIGHTS

OPERATIONS

Hardware High Tech

Discover how cutting-edge technology is reshaping the home improvement industry at hardwareretailing.com/tech-trends

From Feed to Fixer

Social Platforms Push Homeowners to Spend More on Projects

ACCORDING TO A NEW Home Improvement Research Institute (HIRI) report, social media is shaping how homeowners start, plan and spend on projects. The home improvement shopping journey

is complex, and marketing teams need to understand how the demographics are researching and spending. Here are the key insights and what they mean for your operation’s marketing efforts in 2025.

Demographic Differences in Home Improvement Research

Purchase Prompts

Comfort

Smart Training Smarter Teams

RetailWise is NHPA’s new AI-powered micro-training program, built exclusively for independent hardware, paint, and lumber retailers. Designed for today’s fast-paced retail environment, RetailWise delivers 52 professionally scripted, two-minute video lessons—available in English, Spanish and French-Canadian that fit seamlessly into your store’s daily rhythm. No long classroom sessions or complicated schedules required.

100% DEVICE ACCESSIBILITY

RetailWise can be accessed across multiple platforms including, mobile devices, desktops and in-store screens.

Contact Cody Goeppner at cgoeppner@YourNHPA.org.

NEW

Retailer Recommendations

Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and why you love it.

Germination Kit

The Germination Kit from Rooted Promise is a four-pack of vented domes, which create an ideal ecosystem for beginner seeds. After spreading seeds in a grow ring, the user waters and covers them with the domes. The protection the domes provide aids in germination and protects seedlings. The kit, which comes in four colors, is made in the U.S. from UV-stabilized outdoor-grade plastic and will last multiple growing seasons.

ROOTED PROMISE | rootedpromise.com

Painter’s Backpack

The Wooster Brush Company’s Painter’s Backpack features dedicated slots for brushes, roller frames and covers, extension poles and prep tools, along with an ergonomic design for carrying gear comfortably to the job site.

THE WOOSTER BRUSH COMPANY | woosterbrush.com

Sliding Miter Saw

The RIDGID 18V Brushless 7 ¼-inch Sliding Dual-Bevel Miter Saw delivers job site mobility with a 24-pound ergonomic build, dual bevel and miter stops at common angles, an LED cut-line indicator, a built-in dust port and a brushless motor that gives more power and longer life.

RIDGID | ridgid.com

Denim Patch

The Classic Denim X from NOSO Patches is a 2 ½ by 2 ½ inch, weather-resistant denim patch with a tough adhesive backing designed for repairing small tears or burn holes without sewing or ironing.

NOSO PATCHES | nosopatches.com

Ultrasonic Pest Repeller

The Trisonic Ultrasonic Pest Repeller from Riddex shields homes from pests with three ultrasonic, multidirectional speakers that repel bugs. It is odorless, silent and covers up to 2,000 square feet. It is safe for children and contains no harmful chemicals.

RIDDEX | buyriddex.com

Wood Screws

FlatLOK is a flat-headed structural wood screw with a TORX tap drive, engineered for various multi-ply dimensional and engineered wood connections. It is approved for single-sided installation, meets current ICC code standards and is compatible with ACQ or treated lumber.

FASTENMASTER | fastenmaster.com

Trash Can Lock

The BinClaw 2.0 is a garbage can lock that keeps trash safe from animals and requires no tools to install. The lock connects to the handle of a trash can and slides over the lid, attaching to the front, and can be easily removed to put trash into the can.

BINCLAW | binclaw.com

Long-Sleeve Shirt

The Cool Touch long-sleeve shirt from Mission is made of lightweight, stretchy fabric that activates with sweat to create a cooling effect, while blocking 98% of UV rays and maintaining a classic, comfortable fit.

MISSION | mission.com

Wall Panel

The Crest is a 3-dimensional wood wall panel from Duchateau’s Inceptiv Crest collection, crafted with an oak veneer, a light wire-brushed texture and interlocking

and

to

| duchateau.com

Mortar Mixer

The Mortar Mixer from Menegotti North America features a 3/16-inch thick drum with four blades, 2-inch paddle shafts made of square hardened steel, isolated bearings with cast iron pillow blocks, powder coat paint and 2-inch wheel axles.

NORTH AMERICA | mgtamerica.com

Construction Jack

The DEWALT ToughSeries Construction Jack is a steel jack featuring a slim base and a dual-mode handle (step-to-lift or squeeze-to-lift) that is designed to lift, level or support loads of up to 340 pounds, while providing quick access to tight spaces.

DEWALT | dewalt.com

Paint Roller

The Corner + Roller from Starke LLC is an enclosed paint roller that allows users to paint corners without the need for a brush. To achieve full coverage, slide the roller in a paint tray, then dip the end, covering the enclosed end of the roller.

STARKE LLC | cornerroller.com

COPERATIONS

Weather the Storm

In light of headline after headline warning of the impending impact of global economic shifts, prepare for any market uncertainties with these insights at hardwareretailing.com/navigating-market-volatility

Minding Margins

4 Strategies to Protect Against Margin Erosion

BY LINDSEY THOMPSON

onstant price changes from tariffs. Labor costs that continue to rise. A soft housing market and low consumer confidence.

Looking at all the recent economic headlines, it can feel like there is little retailers can do to control eroding margins and protect their bottom lines. But it is not all bad news—there are ways retailers can manage margin by addressing different operational areas, including payroll, operational expenses, pricing, inventory management and others. It all starts with knowing your key performance indicators (KPIs) and using resources like the North American Hardware and Paint Association’s (NHPA) Cost of Doing Business Study to compare your KPIs to industry averages. Tracking KPIs is crucial for taking the temperature of your business, and for George Ruckersfeldt, vice president of finance, human resources and information technology at Hagan Ace Hardware, gross margin percentage is at the top of the list. Ruckersfeldt says leadership at the 11-location operation in Florida is always looking for areas where margin has eroded and making necessary pricing adjustments to keep

The 2025 Cost of Doing Business Study provides detailed financial information from independent home improvement retailers, allowing operations to benchmark their operations against high-profit, typical, single location and multi-location operations. Purchase your copy at YourNHPA.org/CODB Download the Study

PINCH PAYROLL PENNIES 1.

Payroll is the No. 1 operational area Hagan Ace Hardware looks at to manage profit margin, Ruckersfeldt says. Managers are given weekly payroll hour budgets and are held accountable to adhere to those budgets. The operation has reduced tasks in the areas of inventory management by centralizing back office functions, moving them from the store level to centralized personnel.

“We are currently in the process of evaluating a more streamlined process using wireless handheld devices to check-in products, making the process quicker and more accurate,” he says. “We are always reviewing tasks to see how they can be minimized.”

up margins. They review gross margin return on investment (GMROI) to identify underperforming categories and products.

To report and monitor margins, Hagan Ace Hardware utilizes the Compass function in the Epicor Eagle system, which allows for a limitless range of custom data reporting in various formats, including printing, emailing, exporting and FTP as needed, Ruckersfeldt says.

“Another important tool used to manage margins on a large number of our items is Margin Master, which is software that allows customization and creation of pricing rules, strategies and price rounding to help manage our margins to their fullest potential,” he says.

Discover four strategies retailers are utilizing and the operational areas they are honing in on to expand and protect both profit and operational margin dollars in their businesses.

At Ricciardi Brothers, general manager Glen Morosohk says payroll has always been an important factor in controlling margin but has become a laser focus more recently, especially since it is the No. 1 expense for their operation and for most retailers. He and the leadership team are working to fill each of the store’s back office and sales positions and focusing on managing the appropriate number of hours for each employee rather than the number of employees.

“This strategy also allows us to minimize overtime, which is another large contributor to payroll costs,” Morosohk says. “To manage all of this, we recently implemented a proprietary software package to budget those hours, which is done on a bi-weekly schedule and based on a combination of gross profit in that particular store and gross sales with seasonal adjustments.”

Hagan Ace Hardware is turning to technology solutions to make employees more efficient, saving payroll hours and protecting margin dollars.

GO LINE-BY-LINE ON OPERATIONAL EXPENSES 2.

Those bills you pay each month for electricity, garbage collection and more add up and can eat into any operational margins. The team at Ricciardi Brothers has made a concerted effort to examine each location’s operational expenses and find areas to cut costs.

“We’re reviewing all operational expenses that can be controlled or reduced, such as our IP provider, trash collection, phones, cell phones, electricity and others,” Morosohk says. “Those can be controlled in various ways, depending on the store’s location or the company itself, but technology can help significantly in negotiating and reducing costs.”

Insurance is another major cost for many operations, so leadership at Ricciardi Brothers annually renegotiates its employee healthcare and vehicle insurance policies. They have also brought on a fleet management company that negotiates contracts for service and vehicle maintenance and programs for the purchase of gasoline and diesel.

“We found that process to be an eye-opener. Sometimes you hold onto a vehicle because it’s paid off, but in reality, even though it’s paid off, it’s costing you more money to maintain the vehicle as it is,” Morosohk says. “This company uses algorithms to determine what maintenance should or should not be performed on a vehicle so we can spend our money on vehicles in the best way possible.”

Ricciardi Brothers general manager Glen Morosohk has brought on a fleet management company to manage delivery vehicle costs and help with margin management.

Leadership at Ricciardi Brothers also annually renegotiates its employee healthcare programs and vehicle insurance policies.

Monitoring Costs

FIND THE RIGHT PRICE 3.

Pricing is tricky to get right in an ideal economic environment and is even more of a moving target when tariffs, soft spending and other factors play in.

Ruckersfeldt reviews pricing at Hagan Ace Hardware daily with multiple reports run each day showing product that has undergone a change in price. Daily reports show if the cost of an item has changed from the purchase order compared to the actual vendor’s receiving paperwork. All stores receive price changes weekly and make daily changes on items with immediate impacted costs.

Making retail changes in your store before you have to buy at a higher cost is ideal, but it requires monitoring cost changes on the vendor side instead of waiting for a vendor invoice to tell you a cost has changed. Many retailers wait until their landed cost changes, losing the opportunity to make more money when the market will support a higher retail price.

“Our buyers are always reviewing vendors and vendor programs to purchase at lower costs, while maintaining retails and keeping margins equal or improving them,” Ruckersfeldt says.

Promotions currently do not play a large part in the margin strategy process at Hagan Ace, but Ruckersfeldt says they are making more buying decisions on closeout products they can promote below competitors and, in most cases, online retailers.

Every day, George Ruckersfeldt, vice president of finance, human resources and information technology at Hagan Ace Hardware, reviews multiple pricing reports.

Minor Steps to Protect Margins

The path to greater profitability doesn’t have to include all major changes, but instead can consist of micro adjustments to your business. Learn more at hardwareretailing.com/protect-margins

Embracing Promotions

Buyers at Ricciardi Brothers frequently take advantage of promotional purchasing to enhance the company’s margin management strategies.

“Promoting at these lower prices while maintaining more margin allows us to show customers we are sometimes less expensive than the competition and can offer great deals,” he says.

Morosohk says in challenging economic times like these, purchasing and pricing become even more important. The team at Ricciardi Brothers keeps in close contact with manufacturers, particularly those who do a lot of importing.

“Keeping those conversations open helps us generate a strategy for moving forward,” he says. “Pricing reviews right now are happening daily. We run customized reports that break down sales and margin by product line, product category, store and customer, and we take action when margin cools in any of these areas.”

The team is also looking at variable pricing instead of automatically using the standard markup from the manufacturer.

“There are A, B, C and D items, but not all of them are highly visible,” Morosohk says. “So where you have to be competitive, you have to be competitive, but where you can spread those margins—particularly on those C and D items—it adds up. And every fraction of a point means something.”

Promotional pricing also plays a role in Ricciardi Brothers’ margin management strategies, and Morosohk says the company engages in promotional purchasing frequently.

“Promotional pricing is usually offset by promotional purchasing and that minimizes the impact on the margins,” he says. “While the promos negatively impact the margin percentage, the purpose is to turn cash flow and add margin dollars by increasing sales.”

MAKE MERCHANDISING WORK HARDER 4.

Another way to manage margins already exists in every brick-and-mortar store—merchandising. In early 2025, the North American Hardware and Paint Association (NHPA) conducted the third iteration of the Merchandising for Profit Study. For the study, NHPA selected products that lent themselves to the technique being tested and were commonly stocked in hardware stores and home centers. Retailers agreed to leave the items stocked in their in-aisle position, but also stock the product using the featured merchandising technique.

Sales were monitored during a 30-day period following the remerchandising. Sales at a similar “control” store for each retailer were also recorded during the same period. The results from test stores and control stores were then compared and reported.

The study found a number of merchandising techniques provided significant sales lift, with increased sales in high-margin products helping to improve languishing margins in other areas.

The power aisle stack out technique showed an increase of 150% in sales when tested with trash cans. This technique works best with a single SKU larger items that can be bulk stacked and placed in strategic locations throughout the store.

A service counter display resulted in an increase of 105% in sales, while a checkout display led to a 300% increase in sales. Both work best with a single SKU of smaller items that can be easily added to a purchase at the last minute. Other techniques that boosted sales included clip strips (200% increase), a feature endcap (109%) and a feature endcap with a percent-off sign (125%).

With over 45 years in home improvement retailing, including 15 years as the vice president of merchandising at Friedman’s Home Improvement, Tony Corsberg founded Merchant5 Advisors, a strategic merchandising service provider that provides merchandising assessments and training in merchandising management. Corsberg says that one of the most economical ways to increase sales is by increasing the average transaction value with the customers already in the store.

“When promotional spaces are managed with purpose and intent, and not just randomly merchandised, they will provide positive results,” Corsberg says. “The retailer creates a more complete shopping experience for the customer, while meeting the overarching objective of merchandising management to optimize the performance of the inventory and improve margins.”

Smart merchandising in promotional areas boosts sales and protects sensitive profit margins.

IThe How, Why and When of Cycle Counting

BY DARRELL BAKER

f you hear team members (or yourself) saying, “the system shows we have this on hand, but it’s probably wrong” then you may have an inventory accuracy issue to address. But even if the issue isn’t that obvious, there may be an opportunity to explore cycle counting.

Cycle counting your inventory is widely hailed as a mandatory practice in many well-run retail operations and a way to enhance profit margin by ensuring accurate inventory data. But to determine if it’s right for you, take a pulse in these areas before deciding on your cycle count strategy.

Shrink. What have your historical shrink numbers looked like? If you are not cycle counting today, how are you generating your shrink data? If your inventory shrink is of concern, cycle counting should be seriously considered. If shrink is occurring in certain areas of the store or in certain departments, cycle counting should be undertaken more frequently in those areas.

E-Commerce. If you are displaying any inventory online, inventory accuracy is massively important. This activity makes the investment in cycle counts even more vital.

Inventory Control Procedures. Oscillations in inventory counts are symptoms of other problems. Simply engaging in cycle counting without addressing underlying issues that impact inventory accuracy will not ultimately benefit operations. Proper item set up, purchase order processing, receiving practices, special order processing, point of sale procedures, theft prevention practices and other inventory-impacting processes all factor into inventory accuracy. If there are deficiencies in any of these areas, fix these areas first before engaging in a substantial cycle counting investment. Theoretically, if everything else goes right with all these processes and procedures, your inventory will always be accurate. Inaccurate inventory points to opportunities in operational areas that should be addressed.

It’s also helpful to ask yourself these questions. Does your system facilitate cycle counts efficiently? If cycle counting is clunky and unnecessarily time consuming, consider working with your software provider to optimize the process. If you can’t efficiently count and update your inventory, it will adversely impact the return on your time invested. Do you have the personnel in place to manage cycle counting? If you aren’t going to be able to dedicate the personnel resources to the effort to count and post changes quickly and efficiently, you may make more errors than you fix. Make sure those involved in cycle counts are very detail oriented and have high trust. Do you have an employee who questions a $2 return and wants to see the receipt? They are probably a good candidate.

Once you determine that cycle counting is for your operation, follow these best practices for success. Start small. Target a specific area, category or department you think may be a problem area and test your processes there. Don’t try to cycle count the entire store every day.

Implement a cadence you can sustain. Pick a small area once a week to work on. High value items like power tools are a high theft risk and can therefore be a good area to focus on first. High traffic areas could also use some attention. Put that idle cashier to work counting the candy bars every once in a while.

Focus on the biggest opportunities. Keep track of the biggest dollar and quantity movements in your cycle count efforts and focus more attention on areas where you see the most significant movement. If you saw a significant shrink on one hook, cycle count adjacent hooks to see if the product moved to the wrong hook.

Keep all inventory movements in consideration. Track items in overstock, backstock, in the receiving area, in the returns area, committed on a special order, in a customer’s shopping cart, etc. Be sure to take into consideration every possible location an item could exist in your facility or on paper that would impact your inventory accuracy.

Leave time to investigate and correct discrepancies. There’s no point in counting if you’re not going to be able to fix the error.

Look to refine processes and procedures. In many cases, there are opportunities to refine purchasing, receiving, returns processing or special order processing that all may help keep inventory more accurate.

Look at zero audits. If a significant cycle count effort isn’t in the cards, consider at least doing regular zero audits. This involves walking the store and making sure the system shows zero on hand for anything that isn’t on display. Make sure backstock is moved into the selling position first and go hunting

for any discrepancies; just doing this one step can pay off by making sure you aren’t losing sales. Update the item setup in the system if it’s no longer available from a supplier and remove the tag from the display.

Like many operational optimizations, they sound really good on paper, but can be challenging to execute in your individual situation. Make sure you get the most bang for the buck for your efforts. You need to take a complete and comprehensive look at your inventory control practices throughout the organization in order to extract the most value out of a cycle count effort. Your cash flow and customer satisfaction depend on it.

If any step along the inventory control journey is problematic, inventory accuracy will be nearly impossible to achieve. By looking at inventory control as a comprehensive program, including a robust and measured cycle count program, you can keep extremely accurate inventory that will keep your accountants and your customers happy. Hopefully staff won’t have to make excuses for bad counts in front of customers anymore.

About Darrell

Growing up in his family’s toy store, Darrell Baker was sweeping floors at 10 years old and running his own department in his teens, as the company computerized its inventory.

Fast forward past college and a stint running a concrete R&D company, Darrell returned to the family business to be a part of doubling sales in a short period of time, including launching transactional e-commerce with live inventory before Amazon existed. Local dynamics ultimately led to selling off the business, and he joined another family business with four locations in the hardware and building materials market. From there, he moved on to support distributor operations before becoming vice president of marketing & merchandising at Aubuchon Hardware.

Darrell now pursues his dream of helping many retailers as the owner of Prescott Business Advisors. He serves as a consultant with the NHPA Strategic Consulting program with a focus on retail operations assessment and planning, inventory management and change management. He was a graduate of the NHPA Retail Management Certification Program class of 2015 and has been a participant in the NHPA Marketing & Merchandising Roundtable since 2013.

Learn more about Darrell and the other consultants at YourNHPA.org/consulting

Darrell Baker

The Brinkmann family, including Hank (second from left) and Ben (third from left) have created a legacy of service on Long Island, New York.

RETAILER

Nothing But Net

Read how one Brinkmann’s location achieved net-zero energy status at hardwareretailing.com/nothing-but-net-zero

Brinkmann’s Builds Success on Foundation of Family and Service OPERATIONS

Growing Up Hardware

BY LINDSEY THOMPSON

Striking the perfect balance between honoring the past and moving into the future, the Brinkmann family has turned Brinkmann’s from a single 1,200-square-foot store in Sayville, New York, to a six-location operation making an impact in numerous communities across Long Island.

In 1976, Tony and Pat Brinkmann opened the first location in Sayville, grounding the company in family tradition and an entrepreneurial spirit. The two other hardware stores in the area didn’t deter the couple; instead they set their store apart by stocking it with a wide variety of products and making sure each and every customer received the highest level of customer service. From Sayville, the next four decades would see the business expand to Blue Point, Glen Cove, Holbrook, Jamesport and Miller Place. And now, the couple’s three children—Hank, Ben and Mary—run the operation. Mary (now Mary Neimeth) runs the office, while Hank and Ben oversee operations and real estate.

All three children grew up in and around the business. Tony and Pat were some of the store’s only employees, so during the busy weekends, they would bring the children to the store with them. Hank says he remembers watching “Tarzan” in the back room on a small 12-inch TV. As they grew older, Mary, Ben and Hank would help with store

“We empower our team to make sure that each customer gets what they need, when they need it. We take care of our customers’ best interests first, not ours.”

—Ben Brinkmann, Brinkmann’s

chores like sweeping, breaking down cardboard and taking out the trash, eventually helping out after school and on the weekends.

“I loved being there and often tell people that I grew up in the aisles of our parents’ hardware store,” Hank says. “It was the best education ever in those aisles. Not only about hardware and business, but about people and the way things work. I wouldn’t trade it for anything.”

All three went away to college, with Hank working at his college town’s hardware store. After graduating, all three returned to Brinkmann’s, setting goals for where they wanted to take the business.

“We’ve been going at it ever since. We love it,” Hank says. “There are not many days when we’re not in the office; we just love being here.”

Service + Products

That founding principle of customer first is still seen in the way the Brinkmann family runs their business. Customer service starts by fostering an environment with employees where customers are not looked at as mere transactions, but as relationships. Employees are also empowered to go the extra mile for customers.

One example of this empowerment occurred when a customer came in looking for two pink shovels for her granddaughters. The store had only one in stock, but instead of simply telling the customer they were out, one of the Brinkmann’s staff took the initiative to hand-paint a blue shovel to create a custom pink one for the customer. This personal touch, done without the need for permission from upper management, perfectly encapsulates Brinkmann’s commitment to exceeding customer expectations.

“We empower our team to make sure that each customer gets what they need, when they need it,” Ben says. “We take care of our customers’ best interests first, not ours.”

Going hand in hand with customer service at Brinkmann’s is its wide variety of products. The operation has found success in all the core departments, but

Outside the Lines

Brinkmann’s worked with True Value to sell it’s own private label paint, a major seller for the operation.

especially in lawn and garden and paint, and has also leaned into several niche categories to better meet customers’ needs.

When the operation couldn’t get the Benjamin Moore line of paint into one of its stores because of a Benjamin Moore dealer down the street, Hank and Ben worked with True Value to sell its own private label line of paint. They tested it in one location and thanks to the success there, they will be rolling out the paint line to the other locations.

“If we were going to introduce a new brand, we wanted it to be ours, so True Value offered the private label and worked with us extensively on designing the labels that complimented what was already on our shelves,” Ben says. “I think we came up with a really nice looking line of paint that has been doing really well. It’s priced aggressively and a really high-quality paint delivered at a great price.”

Started as a modest experiment three years ago, the live goods category has bloomed and is now available at all six locations as a highly successful niche for the operation.

At Sayville, the Brinkmanns purchased two properties north of the store and plan to put in a garden center at that location. Ben says they plan on doing the same at several of the other locations as well, going all-in on this lucrative niche.

Electric bikes, marine and boating and fishing supplies have been profitable niches, but the one that has seen exceptional success is live chickens. In just two years, that category was up 600 to 700%, fueled by the price of eggs and an interest in hobby farming that came from the pandemic.

“Chickens have done so well for us. Average transaction size in our stores is $40, but the average chicken sale is $78,” Ben says. “The chickens themselves are only about $25 of the total cost—the rest of the basket sales comes from all the add-ons, making it a sustainable niche. Having the adorable fuzzy little chicks in the store in the spring also brings in customers, who often come in to see the chicks but end up buying something. They put our store back on the map right before the busy spring season.”

Hardware Meets Real Estate Construction

The team at Brinkmann’s has no plans to stop growing and evolving and has set the ambitious goal of achieving $100 million in sales by 2035.

“Real estate, development and construction has always been an interest and one that ties in perfectly with our business and growth,” Hank says. “By developing five of the seven locations we operate out of, we have been able to tailor the properties and buildings to optimize both sales and operations.”

The Brinkmann family formed its own construction company, Brinkmann Construction, allowing them to be involved in every detail of their developments from the start.

“We learned by watching the best and most successful national chains grow and develop,” Hank says. “The successful ones don’t take just any available square footage, slap their sign up and say good enough. They identify premium locations within their target markets and then acquire the necessary property, or properties, to ensure they are setting themselves up for success.

The Brinkmann’s team now does the same, ensuring they have the right locations with convenient access, and then they tailor every detail of the property and building around providing the best and most seamless shopping experience for customers. From oversized parking spaces and flush curbs to automatic doors and optimal light levels across the entire store, every detail adds to the recipe of success, Hank says.

“If you ‘good enough’ your offerings, you will have to worry about competition coming in. If you invest in your locations and offerings properly, competition will not see opportunity and will move on,” Hank says. “We realized if you’re worried about competition moving in, it’s because you’re underserving the market. We have spent a decade improving and expanding our offerings in all locations, so much so that we tripled our sales without growing store count.”

They have just begun construction on a building for the expansion and re-location of their existing store in Miller Place, tripling the size from 10,000 square feet to 30,000 square feet. The new location is slated to open in the third quarter of 2026, and they have their sights on new locations where they see opportunity.

“We are now ready to move to the next phase pursuing our growth goals by entering new markets,” Hank says. “Team Brinkmann’s has set an ambitious goal and together as a team we are all driving at it together. I think that’s been an important part of our success—everyone knowing where we’re focused and how we can all achieve our goal of getting there together as a team.”

URIGHT TURN

BY LINDSEY THOMPSON

nsure of what the future would hold or even what he wanted his future to look like, Kane Wilbanks turned to the military, joining the U.S. Marine Corps in 2017.

“The unknown really drove my motivation to join the Marines,” Kane says. “I was undecided on my education plans after high school, and this unknown phenomenon felt like a challenge that had to be conquered.”

Kane served in the Marines until 2021, working primarily as a purchasing agent and “holding billets” in several supply fields. In the military, a billet refers to a specific role or assignment, often fulfilling leadership or operational needs.

While being able to fulfill different roles was rewarding, Kane says it was the people he met and worked with along the way that made his experience truly satisfying.

“When I talk about my favorite part of serving, it’s always hands down the people,” Kane says. “The military as a whole is a melting pot of ethnicities, cultures and personalities that exposed me to so much more than the traditional small-town USA I grew up in. Everywhere I went, I met lifelong friends who I routinely still speak with.”

Kane Wilbanks Turns to Military to Map Out His

Future

Kane Wilbanks turned to the U.S. Marines Corps when he was looking for direction in his life after high school.

Honoring Those Who Served

The Helmets to Home Improvement program is dedicated to celebrating industry veterans for their service to our country and their contributions to the independent channel. Learn more about all the 2025 honorees by downloading our 2025 Helmets to Home Improvement e-book.

Taylor Cox Cox Hardware & Lumber

Cassie Cirisan Frankenmuth True Value

John Azaltovic Cole’s Hardware

Alex Porter Porters Building Centers Ace Hardware

James Kleinman Luu Color Center

John Wallace Wallace Distribution Co.

Dan Walton Do it Best

Chris McDaniel MANS Lumber

Michael Wallace Wallace Distribution Co.

Sam Ransdell Burney True Value

Andrew Horton Ziggy’s Home Improvement

Michael Almeida Sunset and Co.

PAYING TRIBUTE

While there is no way to repay the sacrifices made by veterans of the armed forces, the North American Hardware and Paint Association (NHPA) recognizes that not only have these individuals made a lasting impact on their country, but they are also a prominent and positive influence within the home improvement industry.

To honor the ongoing impact military veterans make throughout the home improvement industry, in 2025 NHPA launched the Helmets to Home Improvement recognition program, with the National Hardware Show (NHS) as the program’s official founding sponsor and venue partner.

We need your help honoring these amazing men and women. Please visit YourNHPA.org/veterans to nominate a Helmets to Home Improvement honoree.

OPERATIONS

Meet the Honorees

Helmets to Home Improvement has honored so many great veterans this year. Visit YourNHPA.org/veterans to download the special edition e-book and read the honorees’ stories.

Kane Wilbanks’ favorite part of serving in the military was the relationships he built and the camaraderie he shared.

Brothers in Arms

Nominate a Veteran

Help us honor those who have served our country and our channel. Visit YourNHPA.org/veterans to nominate a veteran from your business to be recognized.

After hanging up his boots, Kane’s mother, Jennifer Gresham, introduced him to the independent home improvement channel.

“After my time in service, you could say she was the one who recruited me into my next chapter,” Kane says.

Kane is a sales representative for Orgill, serving the North Mississippi territory.

Just like his time in the Marines, Kane’s favorite part of being in the independent industry is the people.

“It is hard to narrow my favorite part of the channel into one singular part, but it would have to be my relationships with my customers,” Kane says. “After spending hours together every week, these relationships develop into family-like friendships, as much as professional colleagues.”

The combination of working with a variety of people while in uniform and his job as a purchasing agent made the transition into a sales role with Orgill seamless, Kane says.

“All of those skills go hand-in-hand with my current role,” he says. “I hold great gratitude for the men and women who shaped me into the person I am today. The experiences I gained along the way have given me direction on how to handle day-to-day operations, stressful deadlines, difficult projects and so much more.”

Military veterans are often looked at in a different light, Kane says, but he believes this is what makes them such an excellent fit for the independent channel.

“Veterans are disciplined, hardworking and subject matter experts in their respective fields. In this channel, I would say that is exactly what I would look for when seeking any role for a potential new hire,” Kane says. “These men and women have shown they have what it takes to learn and to be dependable and will continue to do so in this new channel.”

New Assignment

THANK YOU TO OUR PROGRAM SPONSORS

After leaving the military, Kane Wilbanks (left) started serving in the independent channel as a sales rep for Orgill.

RESOURCES

Centralizing Security

Read more insights from RH-ISAC on how you can make cybersecurity a core part of your business strategy at hardwareretailing.com/cybersecurity-strategy OPERATIONS

EMAIL & INVOICE FRAUD

The Cyberthreat That Looks Like Everyday Business

BY LUKE VANDER LINDEN, VP OF MEMBERSHIP & MARKETING, RETAIL & HOSPITALITY ISAC

EVERY DAY, retailers may receive hundreds, if not thousands, of emails, invoices and payment requests. While these communications may seem standard, they present enticing opportunities for cybercriminals to impersonate trusted contacts,

exploit relationships and redirect money or sensitive information.

Here’s a look at common “business email compromise” scams that show up in retailers’ inboxes, how they work and how to recognize and avoid them.

What Are BEC Scams?

Business Email Compromise (BEC) scams describe a type of cyberattack where criminals impersonate trusted business contacts, such as suppliers or executives, to manipulate targets into sending money, sharing sensitive information or approving fraudulent transactions.

Unlike ransomware or malware attacks, BEC scams don’t rely on brute force. Instead, they’re a delicate combination of subtlety, timing and context, in which attackers make fraudulent requests to employees look like normal operations.

The effects can be startling. According to the FBI Internet Crime Complaint Center (IC3)’s 2024 Internet Crime Report , BEC is one of the top sources of financial loss among all cybercrimes and attackers continue to advance in scale and sophistication.

Types of BEC Scams

Attackers can execute BEC scams in different forms, but the goal is consistent: to manipulate employees into sending money or revealing sensitive data.

Understanding the main types of BEC scams can help teams better recognize the red flags.

Domain Spoofing

In domain spoofing attacks, bad actors create email addresses that look like those of legitimate suppliers, partners or colleagues. For example, these lookalike domains may have added, removed or substituted just a single letter. Their emails often also copy brand elements like logos, font, color and email signatures to appear more authentic.

Some hackers may even go as far as creating live websites that mimic real supplier or partner sites, adding another layer of legitimacy to fool cautious employees who are trying their best to verify a suspicious email.

Social Engineering

Another common tactic is manipulation, where hackers pose as a store manager or supplier executive requesting urgent payment. Often, these attacks lean into personal authority, using urgent or even angry language to pressure employees into acting quickly. In some cases, serious hackers spend weeks building up rapport through emails to gain an employee’s confidence before making a fraudulent payment request.

Unfortunately, these attacks are becoming more common, with a recent report showing that BEC scams made up 58% of phishing attacks in Q3 2024, of which nearly 9 in 10 involved impersonation of authority figures, like CEOs and IT staff.

Compromised Accounts

BEC scams can extend beyond impersonation. Some attackers succeed in gaining direct access to a supplier’s actual email system, often through another phishing attack or by taking advantage of cybersecurity hygiene mistakes like password reuse.

From there, the hacker can monitor real-time communications with employees and then capitalize on a ripe opportunity to send a fraudulent invoice or alter payment details on a legitimate order.

These scams are particularly dangerous because the emails come from authentic domains, which means even the most security aware staff can still be tricked.

Why Hardware Stores Are Prime Targets for BEC Scams

All businesses are at risk of BEC scams. But hardware stores have a unique set of operational realities that make them particularly attractive, and vulnerable, to BEC scammers’ advances.

Heavy Reliance on Email

Hardware stores have a large network of external partners, including suppliers, manufacturers and logistics providers. Email is often the default for sending invoices, shipping notices, order updates and payment processing. With so many financial and operational touchpoints, hardware stores’ email systems create abundant opportunities for fraudsters to slip in malicious emails.

Trust-Based Culture

Strong relationships with vendors and informal email habits are common in the industry. Because employees may recognize a name or email address, they may be more likely to assume legitimacy and take action without verifying sender details or payment instructions. While trust is valuable in business relationships, it leaves the door open for BEC scam manipulation.

Limited Cybersecurity Resources

Many hardware stores are small or family-run businesses without dedicated IT teams or enterprise-level security tools. This makes it harder to detect sophisticated threats or enforce cyber hygiene best practices. As a result, attackers often see these stores as low-hanging fruit.

High Volume of Special Orders

Unlike standard retailers, hardware stores regularly manage custom orders for contractors and DIY customers. These transactions can often involve lengthy back-and-forth communication, prime conditions for invoice fraud or impersonation.

Common BEC Scams Hardware Stores Should Know

BEC scams are designed to look run-of-the-mill and ordinary, so it helps to know the warning signs. These are three common scenarios hardware store owners should be prepared to spot.

Fake Supplier Invoice

An attacker spoofs a trusted vendor’s email and sends what looks like a routine invoice. The formatting, logo and tone match previous communications, but crucially, the bank account details have been changed. To reduce suspicion, the invoice may include a note that the supplier has “updated” their payment process. If the payment goes through, it’s the hacker who makes off with the funds.

Red flag to watch for: Be wary of sudden bank changes. Always verify requests using a trusted contact method like a phone call outside of email.

Executive Impersonation

An attacker poses as the store owner or manager and emails or calls an employee with an urgent payment request. These messages often arrive outside regular hours and lean into a sense of authority to create stress and pressure employees into processing payments fast without following typical approval protocols.

Red flag to watch for: Unusual timing and urgency from leadership should be concerning. Train employees to reject requests to bypass normal approval procedures, even when they appear to come from executives.

Customer Order Scam

An attacker pretends to be a customer placing a special order, and they even make a payment with a real credit card. But soon after, they request a refund—with the funds directed to a different account. What the employee doesn’t know is that the attacker has already “reported fraud” to their credit card company, who reverses the original charge, leaving the store covering the refund 100% out of pocket.

Red flag to watch for: Never send refunds to accounts that differ from the original payment method.

BEC scams succeed because they blend into the everyday flow of business. They look like regular emails, use trusted names and rely on urgency to override caution. For hardware stores managing frequent vendor, partner and customer interactions, the risk is significant—but defense starts simply with awareness and preparation.

Often, the most effective defense is resource- and community-building. By partnering with industry consortia, like RH-ISAC, hardware retailers can exchange threat intelligence, share best practices and access tools to support staff training.

With clear protocols and a community of shared knowledge, hardware store employees can move from being easy targets to a strong first line of cybersecurity defense.

DIY CONFIDENCE

Equipping Customers With the Tools and Techniques to Tackle Home Maintenance

BY ANNIE PALMER

According to the Home Improvement Research Institute’s Quarterly Homeowner Project Activity Tracker Q1 2025, home maintenance projects were the most popular type of home improvement project completed at the beginning of 2025, with 78% of homeowners taking on plumbing, electrical and other home preservation projects.

Although more homeowners are taking on these projects, confidence to execute them has remained low. The Consumer DIY Trends Shaping Retail Opportunities in 2025 study from 3M found that 25% of homeowners feel they don’t have the right tools to approach DIY tasks to begin with, and 43% of respondents said

they would attempt more home improvements and DIY tasks if they knew they’d get it right the first time.

Independent hardware stores are an ideal place for customers to receive the tools, expert advice, education and confidence they need to complete home maintenance projects, bringing them back to your store again and again when new issues arise in their homes. The plumbing, electrical and HVAC categories are prime departments to focus on in your operation to attract DIY customers taking on home preservation projects.

Discover how two retailers support customers in starting and finishing projects in plumbing and electrical maintenance.

CATEGORY SPOTLIGHT

TRENDS

Upkeep Essentials

Discover top home maintenance products DIYers can use for a variety of projects at hardwareretailing.com/home-maintenance-products.

Electrical Expertise

Rick Holt, store manager of Montgomery True Value Hardware in Skillman, New Jersey, has also seen an upswing in DIYers engaging in home maintenance projects among his customers.

“We’ve seen the biggest increase in the electrical area,” Holt says. “Our customer base tends to tackle basic DIY projects—replacing a light switch, fixing a broken sink stopper and the like.”

Equipping employees with the knowledge and expertise to assist customers on any level, whether it be a basic task or a more complicated project, is essential in establishing your store as the go-to destination for DIY assistance. Nearly a quarter of homeowners say they purchase from stores where staff have the best knowledge, according to the Consumer DIY Trends Shaping Retail Opportunities in 2025 study from 3M.

“As people convert to LED bulbs, they are replacing dimmers and standard outlets with combination outlet USB fixtures,” Holt says. “The most common questions we get in this category involve the appropriate gauge of wire for the circuit to be worked on, outlet types and reading wiring instructions, so my employees are trained to be able to answer their questions.”

Many customers at Montgomery True Value are opting to tackle electrical installations themselves instead of hiring a professional.

3 Often-Missed Home Maintenance Tasks

Check for High Water Pressure

Pressure-reducing valves help regulate water pressure coming into the home. Water pressure that’s too high can harm pipes, connections and appliances and also wastes water. A pressure-reducing valve and a pressure gauge, which hook up to an outdoor or laundry tub faucet, are essential for homeowners to monitor water pressure.

Clean Refrigerator Coils

A refrigerator’s condenser coils are typically located on the back or across the bottom of the appliance, and can become clogged with dust, dirt or debris. Keep these coils clean with a simple coil-cleaning brush and a vacuum.

Lube Garage Door Springs

Homeowners should keep the overhead garage door torsion springs that are mounted above the roller tracks lubricated with a product specially made for this purpose. Lubing the springs at least once a year will help them last longer.

Putting the Pieces Together

At Vickery Hardware Company in Smyrna, Georgia, owner Susan Harlan has seen a noticeable increase in DIY activity in maintenance, particularly in the plumbing category. As an independent retailer, Harlan recognizes her store’s unique position to offer personalized advice to customers needing supplies to tackle projects in these categories.

“I think people are increasingly concerned about learning how to take care of their homes themselves,” she says. “What better place to learn than your local hardware store?”

Rewiring a light fixture, managing an air conditioning system or repairing a leaky faucet can be more intimidating for homeowners than simpler projects, like painting a wall or installing shelving. Harlan breaks down plumbing projects for customers in an approachable way, starting with smaller, digestible instructions anyone can follow and instilling confidence in her customers.

“I think people are increasingly concerned about learning how to take care of their homes themselves. What better place to learn than your local hardware store?”

—Susan Harlan, Vickery Hardware Company

Hardware Company is well-equipped with the products and knowledge for plumbing DIYers.

Vickery

DIY Ready

Learning to DIY

DIYers discover new home improvement brands and products through a variety of methods, varying significantly by generation. The Farnsworth Group and Venveo 2025 Building Products Customer Guide reveals the top channels DIYers are using to source home improvement information.

“Most plumbing is just a puzzle that needs to be solved,” she says.

According to the Consumer DIY Trends Shaping Retail Opportunities in 2025 study from 3M, 36% of homeowners said no one has ever shown them how to do basic DIY projects, with more women agreeing with this statement than men.

As a woman in the male-dominated hardware industry, Harlan hopes her unique perspective can encourage customers—male and female alike—to tackle DIY projects.

“I think that because I am a woman and can take on these projects, many people reason that if I can do it, they can too,” she says.

With DIY instructions easily available online, Harlan recognizes having customers who choose to come to your store for expert advice is something to cherish.

“My favorite time in the store is that ‘aha’ moment that comes when a customer realizes they actually can fix that toilet or install that faucet,” Harlan says. “It’s especially gratifying when they come back in with a grin and a picture to show you.”

Benchmark. Analyze. Grow.

Access the Industry’s Most Trusted Financial Benchmarking Report

NHPA’s 2025 Cost of Doing Business Study provides comprehensive financial data and benchmarking insights from independent hardware stores, home centers, LBM dealers and paint and decorating retailers across the U.S. Use the study to compare key performance metrics, identify cost-saving opportunities and plan for long-term growth with confidence.

Available insights include:

• Net and gross profit margins

• Payroll and operating expenses

• Inventory turns and GMROI

• Sales per employee and per sq. ft.

• High-profit store benchmarks

• AND MORE

Ready to Make Better Business Decisions? Purchase the Study.

Cost of Doing Business Study

RESOURCES News to You

Subscribe to our daily newsletters at hardwareretailing.com/subscribe for the latest news, trends and more.

A Reimagined NHS Coming in 2026

For 80 years, the National Hardware Show (NHS) has brought together the home improvement industry and has served as the premier trade event for the industry, connecting global manufacturers, retailers, associations and media to showcase innovations and discuss industry trends.

NHS has seen a number of evolutions over the years as it has continually worked to meet the needs of a dynamic home improvement industry and in 2026, is launching NHS Concept to Commerce.

NHS Concept to Commerce will be the only trade show in the home improvement industry uniting retailers, brands, manufacturers, distributors, inventors, private-label providers and global factories under one roof with one clear goal—to accelerate product discovery, strengthen manufacturing partnerships and speed up time to shelf.

“We listened to our customers and are responding to their needs,” says event director Hector Morfin Chong. “Faster trend cycles, tighter margins and the need for exclusive products now require retailers and brands to move quickly and source smarter.”

The newly reimagined event—which includes a redesigned, purposeful layout and curated programming—will take place March 31–April 2, 2026, at the Las Vegas Convention Center West Hall, preceded by an International Exhibitor Summit on March 30.

Whether attendees are looking to discover what’s next in the market, build private label lines or launch new products, this show delivers clear pathways to do it—faster, smarter and more competitively, Morfin Chong says.

Differentiation is top of mind for many independent retailers, and Concept to Commerce will offer a unique way for them to walk the floor and find new and innovative products they won’t see at other locations.

“NHS Concept to Commerce allows independent retailers to find those hottest products and bring in something new and different to their retail location that might not be offered to them at other places,” Morfin Chong says. “Being on the forefront of these new and innovative products gives independents a competitive advantage to other retailers in their neighborhood.”

Learn more about NHS Concept to Commerce at hardwareretailing.com/nhs-transforms

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Flexon 3 flexonhose.com

Hot Products Buying Guide 2 YourNHPA.org/subscribe House-Hasson BC househasson.com

Leviton Manufacturing 7 levitonmanufacturing.com

NHPA Retail Marketplace 45 YourNHPA.org/marketplace

NHPA RetailWise 11 YourNHPA.org/retailwise

NHPA Strategic Consulting 47 YourNHPA.org/consulting

orgill.com

Lighthouse for the Blind 14 tearmender.com

Orgill Winter Online Buying Event

November 3-16 | VIRTUAL

NOV ISSA Show North America

November 11-13 | LAS VEGAS, NV

Hardlines Distribution Alliance Executive Planning Conference

November 18-20 | PONTE VEDRA BEACH, FL

JAN

House-Hasson Dealer Market

January 22-24, 2026 | NASHVILLE, TN

Tratensek, 1025

Street Indianapolis, IN 46220 Malanie Moul, 1025 E 54th Street Indianapolis, IN 46220

Midwest Fastener IFC-1 fastenerconnection.com

NHPA Cost of Doing Business Study 42 YourNHPA.org/codb

*Events are current as of press day. Scan the QR code to see our

To add your event to the industry calendar, send an email to editorial@YourNHPA.org

31,380 17,470 15,861 1,366 1,354 18,836 17,215 12,545 13,755

Scott Wright, Lindsey Thompson,

Buy a Store | Sell Your Business | Post a Job, Get a Business Valuation | Find a Lender and More

BUSINESS FOR SALE

Northwest Farm & Home Supply Co.

Location: Lemmon, SD

Gross Revenue: $3.21 million

The main building is a total 27,213 sq. ft. of retail and warehouse space on 4 acres. The main bldg. was constructed in 1994 with additions constructed in 2002 and 2004.

Single story with 22’ clear height in 11,459 sq. ft. of lumber warehouse, three grade level doors and two dock height doors.

BUSINESS FOR SALE

Hoosick True Value

Location: Hoosick Falls, NY

Gross Revenue: $1.26 million

Price: $1.875 million

This opportunity offers a turnkey sale of a general hardware business located in northeastern Rensselaer Co., New York. The business serves five towns and southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York.

SEEKING BUSINESSES

The Aubuchon Company

For our next acquisition, we are looking for:

• Single-store and multi-store hardware operations

• Located in northeast and southeast United States

• Store size of 5,000-30,000 ft 2

• At least $3 million in average store sales

SEEKING BUSINESSES

BUSINESS FOR SALE

Home Improvement Supply Store

Location: Missouri

Gross Revenue: $1.04 million

This historic home improvement and hardware store is a staple of its community and operates from its headquarters in the Kansas City Metropolitan Area of Missouri. The Company is a long-standing retailer and installer of consumer and commercial improvement products.

BUSINESS FOR SALE

Albrights Hardware & Garden Center

Location: Allentown, PA

Gross Revenue: $1.9 million

Price: $800,000

Albrights Hardware is an established hardware store with strong neighborhood ties and has been a Lehigh Valley staple for over 50 years. The current owners have owned the store since 1992. Albrights serves its loyal customer base by providing quality products and exceptional customer service.

SEEKING BUSINESSES

Bolster Hardware

We are looking for:

• Geography agnostic

• With or without real estate

• Store revenues of $1.5M+

• We prefer to honor the family name and heritage in the local community by not changing the name

• We prefer to keep all employees as part of the acquisition

JOB LISTING

The Helpful Hardware Company

We are looking for:

• Single-store units in the southeast and multi-store groups with 3+ units nationwide

• Store size of 5,000 ft2-35,000 ft2

• Supplier agnostic

• Store revenue: $1.75M+

BUSINESS FOR SALE

Central Vermont Paint, Flooring and Decorating Business

Location: Vermont

Gross Revenue: $2.82 million

Price: $1.1 million

Full-service decorating store providing flooring, paint, window treatments, kitchen/bathroom remodeling, cabinetry product offerings, design assistance, specialized service, and professional installation.

BUSINESS FOR SALE

Private Business

Location: Alabama

Gross Revenue: $2.21 million

Price: $649,000

BUSINESS FOR SALE

Private Business

Location: Pennsylvania

Gross Revenue: $1.6 million

SEEKING BUSINESSES

Gold Beach Lumber Yard

We are looking for:

• Single-store and multi-store hardware operations

• Located in the Pacific Northwest

• Store size of 5,000 ft2-30,000 ft2

Randall Lumber & Hardware, Inc.

Position: Hardware, Ranch and Feed Department Manager

• Annual Salary: $48,000-$55,000

• Bachelor’s Degree or 5 years of experience in similar role preferred

• Strong leadership skills and creative thinking are a bonus

LAST WORD

Price It Right

As independent retailers examine their pricing strategies, discover what to keep in mind at hardwareretailing.com/effective-pricing

PROFIT POWER

The Basics of Pricing Strategy

Like many facets of retailing, pricing strategy is part art and part science. How a retailer sets prices will have a direct impact

on the viability of the business. Here are five pricing best practices that can help new managers keep their businesses competitive.

It’s Not All About Price

Pricing is only one component of a retail strategy that includes inventory management, marketing, merchandising, product choice and customer service. All components need to be running efficiently for a pricing strategy to work.

Control Your Price Image

Customers form a perception about your prices through sometimes subtle messaging. Merchandising, such as endcaps, dump bins and pallet displays, and running promotional events can send the message that you have low prices.

Stick to Your Prices

While you want to offer customers a reasonable price, don’t be afraid to hold your ground on what you know is a necessary price change to keep your business profitable.

Take Advantage of Bulk Purchases

Look for volume discounts or special buys from your wholesaler or vendors. Taking advantage of these discounts and stocking up will allow you to raise your margins while keeping your cost steady.

Educate Staff on Margin

Help employees understand the difference between margin and markup. Markup is the difference between the wholesale and retail price and margin is that same difference expressed as a percentage of sales and a better way of understanding profit.

Guidance From a Name You Trust Why

NHPA Strategic Consulting?

Mission Focused & Non-Biased

The North American Hardware and Paint Association (NHPA) is excited to launch a new service—NHPA Strategic Consulting—which connects independent retailers one on one with trusted industry experts, to tackle your most pressing business challenges.

Our consultants have spent their careers working for top independent retailers. They know what works and how to help your business grow. Each consultant brings deep expertise in key areas of running a home improvement retail operation, backed by a proven record of innovation and success.

Like NHPA, our consultants are unbiased and fully vetted by your association. Their guidance is rooted in real-world experience, giving you practical solutions to take your business to the next level. When you partner with NHPA, you gain access to retail professionals who’ve been there, led teams and built success from the ground up.

As a trade association, it’s our mission to connect you with the best retail minds in the industry who can provide the best solutions for your specific needs.

Our consultants are NHPA-focused and loyal only to your business.

Extensive Retail Experience

Decades of experience in leadership roles at leading independent home improvement stores.

Specialized Retail Expertise

Each consultant specialize in core areas that drive your business.

Proven Industry Leaders

Renowned experts shaping NHPA’s programs, education and trade magazines.

Trusted NHPA Vetted Advisors

Active in NHPA’s roundtables, guiding key industry discussions for independent retailers.