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Volume 231 • Issue 5 • November/December 2026 • hardwareretailing.com

Serving Hardware, Home Center & Building Material Retailers

Published by the North American Hardware and Paint Association

Putting Your People First CEO Shares Perspective on Succession Planning PAGE 14

Committed to Service

Honoring Retailers Serving Country and Community PAGE 24

Smart Selling

Products Meet Knowledge in the Plumbing Category PAGE 44

NOVEMBER ISSUE SPONSOR

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Improve Financial Performance GAIN ACTIONABLE INSIGHTS WITH THE INDUSTRY’S BENCHMARK TOOL

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2026

NHPA’s Cost of Doing Business Study shows you where you stand in the paint retail industry. Your participation ensures the benchmarks reflect the latest trends and challenges, helping you plan for growth and profitability.

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Volume 231 • Issue 5 • November/December 2026 • hardwareretailing.com

Serving Hardware, Home Center & Building Material Retailers

Published by the North American Hardware and Paint Association

Putting Your People First CEO Shares Perspective on Succession Planning PAGE 14

Committed to Service

Honoring Retailers Serving Country and Community PAGE 24

Smart Selling

Products Meet Knowledge in the Plumbing Category PAGE 44

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CONNECTIONS

COMING IN DECEMBER

Planting Sales for Spring Season 1025 East 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org

Spring wholesaler markets are where buying decisions happen, but the process starts well before you arrive. In the December issue of Hardware Retailing, dive into the 2027 Hot Products Buying Guide to see the hottest products, evaluate vendors and plan purchases for the spring selling season.

OUR MISSION

IMMEDIATE PAST CHAIRMAN Ned Green, Weider’s Paint & Hardware, Rochester, New York DIRECTORS Christian Herrick, Randy’s Do it Best Hardware, Jackson, Virginia Michelle Meny, Meny’s True Value, Jasper, Indiana Jeremy Peterson, Family Hardware, Florida Katie Prus, Abbotsford Paint and Decorating, British Columbia, Canada Michael Sacks, FLC Holdings, LaGrange, Texas

CHIEF OPERATING OFFICER Dan Tratensek CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES David Gowan

CONTENT AND PRODUCTION

317-275-9400, editorial@YourNHPA.org EDITOR AND DIRECTOR OF CONTENT DEVELOPMENT Lindsey Thompson, lthompson@YourNHPA.org MARKETING MANAGER Olivia Shroyer

SENIOR DESIGNER Autumn Ricketts PRODUCTION & DESIGN ASSISTANT Samantha Mitchell SALES & PRODUCTION ASSISTANT Freda Creech

Hardware Retailing (ISSN 0889_2989), Copyright© 2026 by the North American Hardware and Paint Association (NHPA), is published eight (8) times per year (January/February, March, April, May, June, July/August, September/October, November/December) by the North American Hardware and Paint Association, 1025 E 54 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. Business and Editorial Offices: 1025 E 54 St. Indianapolis, IN 46220 Accounting and Circulation Offices: The North American Hardware and Paint Association, 1025 E 54 St., Indianapolis, IN 46220. Call 317-275-9400 to subscribe.

Emily Wood, Wood’s Ace Hardware, Bolts & Brews

Periodicals postage is paid at Indianapolis, IN and additional mailing offices.

SECRETARY-TREASURER Bob Cutter, NHPA

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

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 Richard Jarrett, 314-432-7511, gcscs8@gmail.com

PRESIDENT & PUBLISHER Scott Wright

CONTENT DEVELOPMENT COORDINATOR Annie Dameworth, adameworth@YourNHPA.org

NHPA BOARD OF DIRECTORS

EXECUTIVE VICE CHAIRMAN Ash Ebbo, Clement’s Paint, Austin, Texas

CEO Bob Cutter

NEWS & DIGITAL EDITOR Jacob Musselman, jmusselman@YourNHPA.org

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.

CHAIRMAN OF THE BOARD Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia

EXECUTIVE STAFF

HARDWARE RETAILING | November/December 2026

SALES DIRECTOR OF MEDIA SALES Austin Vance, avance@YourNHPA.org | 574-340-1908 REGIONAL SALES DIRECTOR Jordan Rice jrice@YourNHPA.org | 217-808-1641 REGIONAL SALES MANAGER—CENTRAL Jake Cutter jcutter@YourNHPA.org | 317-363-0776 REGIONAL SALES MANAGER—WEST Dan Beck dbeck@YourNHPA.org | 518-852-9624

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 MEMBER SERVICES & EVENT COORDINATOR Christina Kane, ckane@YourNHPA.org

Volume 231 | Issue 5 November/December 2026

CONTENTS

HardwareRetailing

DEPARTMENTS

FEATURES

Taking Care of Business........................................................... ...........................................................04 Dan Tratensek, NHPA Chief Operating Officer

Editorially Speaking ..................................................................... 05 Scott Wright, NHPA President and Publisher

Industry Viewpoint ....................................................................... .......................................................................06 Mike Aylen, NHPA Strategic Consultant

Trends........................................................................................................ ........................................................................................................08

INDUSTRY AWARDS

Frontline of Leadership . . . . . . . . . . . . . . . . .24 . Hear from a Navy SEAL turned channel CEO and an Army National Guard veteran leading a lumberyard on how their military experience has informed their success in the independent channel.

Sponsored by

New Products...................................................................................... ...................................................................................... 10 .........................................................................................52 Newsmakers......................................................................................... ..................................................................................................54 Calendar .................................................................................................. ................................................................................................55 Last Word................................................................................................

OPERATIONS

Building Stronger Defenses . . . . . . . . . . . 32 Fraudsters are using AI and automation to scale their cyberattacks, and independent home improvement stores are attractive targets. Learn the warning signs of retail fraud and practical steps independent retailers can take to protect their business.

RESEARCH

Purchasing Power. . . . . . . . . . . . . . . . . . . . . . . . . 38 New data from the Home Improvement Research Institute reveals where independent retailers can compete beyond price in electrical, plumbing and HVAC, from building contractor relationships early to making product matching a store service.

14 COVER STORY

The Human Side of Business Succession planning is something every operation will have to address at some point, but a favorable transition requires more than just checking the right boxes, it necessitates seeing the human side of the business. Learn how two retailers are navigating succession planning while putting their people first.

CATEGORY SPOTLIGHT Fix it Yourself. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Discover how one retailer wins plumbing sales through equipping DIYers with expert guidance, stocking specialty inventory and turning everyday plumbing challenges into customer loyalty.

November/December 2026 | HARDWARE RETAILING

CONNECT

dant@YourNHPA.org

TAKING CARE OF BUSINESS

Dan Tratensek

30 Years, 2 Names, 1 Mission

“While our name has changed, many of the faces representing the association have changed and the tools we use to educate, advocate and associate with the industry have changed, our mission remains the same.”

his month officially marks my 30th year working for NHPA. Actually, that’s only partially true. When I started working here late last century, this association went by a different name. Back then, we were the National Retail Hardware Association, or NRHA. That moniker evolved in the early aughts when we began offering services to retailers in Canada and adopted a more worldly meaning for our acronym, becoming the North American Retail Hardware Association. That changed once again about a half-dozen years ago when we expanded our membership to include paint and decorating retailers. From the ashes of NRHA, NHPA was born. Seems like a lot of evolution in three decades. Why, I’ve had the same name my entire life (except for that short stint when I borrowed the pseudonym Steve Beshakes). And who’s to say that five years from now NHPA will still be NHPA? In some ways, I hope it isn’t. I hope the association continues evolving to meet the changing needs of our members and the industry. Maybe it will be NHPRMNA or something. Who knows? But one thing I do know is that since the day a handsome young man with a head full of luxurious brown hair walked through NRHA’s front door (and I walked in right after him), this association has had the same purpose: helping independent retailers in this channel. As I head into my final few months as a regular, full-time employee of the association, I’m happy to say I don’t see this mission changing anytime soon. How we help retailers certainly has changed. When I started, Scantron sheets arrived literally by the truckload for our teams to grade

HARDWARE RETAILING | November/December 2026

employee training tests. Mailboxes overflowed with coupons and fliers for auditing co-op advertising claims and bookshelves were filled with three-ring binders holding training materials. Many of you are old enough to remember all of these references, but new times call for new solutions, and your association has responded. Today, we responsibly harness AI to help deliver training, host virtual roundtables to share ideas and have people working in laboratories around the world cloning my DNA so I can continue writing this column for centuries. Maybe not that last part. My point is that while our name has changed, many of the faces representing the association have changed and the tools we use to educate, advocate and associate with the industry have changed, our mission remains the same. It’s a mission I was proud of 30 years ago and remain proud of today: helping families secure their legacies, helping business owners serve their communities and giving a lot of good people a fighting chance against whatever retail Goliaths they happen to be facing this year. So, this is my long-winded way of saying thank you—and encouraging each of you not to resist change, but to recognize it and embrace it as a natural progression. After 30 years, I’ve learned that change doesn’t mean abandoning who you are. Sometimes, it’s exactly how you make sure you can keep doing what you’ve always done best.

Dan M. Tratensek NHPA Chief Operating Officer

CONNECT

swright@YourNHPA.org

EDITORIALLY SPEAKING

Scott Wright

Try Many Things, Some of Them Will Work L

“Whether it’s trying a new category, a new service or a new technology solution, you must constantly be trying new things because remaining stagnant in today’s retailing environment will lead to your eventual demise.”

ast month I had the pleasure of taking one of NHPA’s roundtable groups to Hartville Hardware in Hartville, Ohio. If you haven’t made the pilgrimage to see it for yourself, you really don’t know what you’re missing. Words and pictures simply can’t describe its size and scope. It is a treat for the retailing senses, measuring in at 305,000 square feet and covering two floors. It even has a full, life-sized idea house on the salesfloor, which is completely changed out every few years to keep it fresh and full of the latest styles for any room in the home. It’s a testament to family owned independent home improvement retailing, and like Buc-ee’s, it’s a destination, complete with a full restaurant (Hartville Kitchen), as well as the Hartville Marketplace and Flea Market, which flank the hardware store in both directions. Perhaps what’s most amazing is that the population of Hartville, Ohio, (located between Akron and Canton) is a mere 3,329, which makes its 50-acre campus on the edge of town stand out even more. The numbers really don’t add up, yet the synergies between it all seem to multiply. During our visit, the group took a full tour of the store and spent time with Scott Sommers, the third-generation president of the hardware store division, as well as Howard Miller, a second-generation owner who is now semi-retired, or so he says. Howard and his brother Wayne were the ones who took the chance back in 2012 and built what is still considered the industry’s largest independent home improvement store. The walls of the upstairs offices are decorated with plaques featuring magazine covers (including Hardware Retailing and Hardware Connection), as nearly every industry publication has featured the store on the cover.

I first met Howard about 8 years ago, working with him when he sponsored a student (Cody Miller) in the North American Hardware and Paint Association’s Retail Management Certification Program. Since then I’ve taken several other roundtable groups for a visit, and Howard has graciously taken time to give tours of the store and talk with our group members eager to discover the “secret sauce.” He has even accompanied our roundtable groups to visit other group members’ stores because of his passion for retailing and his love of finding new ideas. Which brings me to my point and something Howard said to our group that totally resonated because of its wisdom and simplicity: “Try many things…some of them will work.” The concept suggests that not everything you try in your business will be a home run. Some will be failures. But it’s the constant trial and error (or trial and success) that matters most. Whether it’s trying a new category, a new service or a new technology solution, you must constantly be trying new things because remaining stagnant in today’s retailing environment will lead to your eventual demise. And it’s not just a numbers game, either, although that’s a key part of it. I believe it’s more about developing a culture and curiosity of what’s working for your peers, whether the idea comes from a roundtable meeting, your wholesaler or simply something you gleaned in the pages of our publications.

Scott Wright NHPA President and Publisher

November/December 2026 | HARDWARE RETAILING

OPERATIONS

Pricing Strategy Basics INDUSTRY VIEWPOINT

See five pricing best practices that can help you keep your business competitive at hardwareretailing.com/profit-power.

Maximizing Margins With Smart Category Price Plans elcome to the fourth article in

“Inside the Margin” series W the where I will be looking at

growing sales and protecting margin on your contractor/pro customers through the use of better category price plans. Let’s start at the beginning—the building of your customer groups that will be assigned a category price plan. If you are starting this from scratch, I recommend limiting your customer groups to no more than 10. Of course, there will always be the need to have certain customers on their own plan based on volume, so these will be on top of those. Limiting the number of customer groups will make it easier to do regular reviews of the activity in each group and make the necessary adjustments when needed. You can decide what your customer groups are based on your market, but

for this example I am going to use plumbers and painters. You will need others based on activity, which could include builders, concrete workers, property maintenance, local councils and others. Use your current customer base to make your decisions. When deciding on a customer group, like painters or plumbers, the first step is to develop the criteria around why a customer gets allocated to a certain group. What day-to-day activities are they involved in? Is your decision based on sales volume? If so, you may need more than one group for each. I worked with a large retailer recently who developed three different groups—large, medium and small plumber—and discount rates based on monthly sales. The five main advantages of using this process are:

Meet Mike Aylen Mike Aylen has been working with hardware store owners in Australia and the U.S. to help them improve their retail pricing for over 15 years. With a no-nonsense approach, he guides retailers in using his SMART Pricing Program to develop more accurate and disciplined pricing strategies. These will grow sales and margin dollars on all items in the business, and importantly give retailers more confidence in their overall pricing direction.

CONNECT

Send Mike a Message mike@bloomretail.net Mike Aylen

It’s very easy to do your customer allocation based on current sales information.

You can reward customer loyalty. For example, you may have a customer, who based on your monthly sales criteria, only fits the medium group but gives you 100% of their business. You can reward this by advising them they are in your top group with the highest discount rates.

It enables you to make easy adjustments to your allocations when reviewing the customer sales information. This should be done at least twice a year and is easily accessible by running sales by customer reports. If you see a customer who has declining sales, you can organize a meeting to discover why.

The main advantage is that you can use it to grow sales. The more you know about each customer the better, so use this information to estimate what the potential monthly spend could be. Look at what they are buying from you and in what quantities. Find the gaps and then talk to the customer about why they are not buying all of their day-to-day needs from you. Advise them of your offer and what they could be getting if they put more business through your store.

You can easily set up a 60- or 90-day trial period group. Don’t just give a new customer your best deal right away. Too many times I have seen this happen, and the customer walks away after receiving the discount or promotion. Talk to the new customer about your criteria and how you hope this a beneficial relationship for both parties, then let them demonstrate that they can meet the criteria to be allocated into one of the permanent groups.

HARDWARE RETAILING | November/December 2026

Scan the QR Code to book a consultation with Mike Aylen.

Category Price Plan Matrix

Customer Groups & Discount Rates

Department / Class

Plumber

Painter

Electrician

Builder

Concreter

Prop Mgr.

Cleaning

5.0%

10.0%

Paint

5.0%

15.0%

5.0%

8.0%

5.0%

Class - Liquid Paint

5.0%

20.0%

5.0%

8.0%

5.0%

Class - Ladders

5.0%

Plumbing

15.0%

5.0%

10.0%

Class - PVC Pipe

20.0%

5.0%

10.0%

Class - Fittings

20.0%

5.0%

10.0%

Class - Hot Water Units

0.0%

Electrical

5.0%

15.0%

10.0%

5.0%

10.0%

Class - Bulk Wire

5.0%

20.0%

10.0%

5.0%

10.0%

Class - Switches & Outlets

5.0%

20.0%

10.0%

5.0%

10.0%

Once your customer groups have been built, you can then decide on what your discount rates can be for each group. Do not make the mistake of putting a global discount across all departments because this is too generic and will cost you sales in many areas on commodity lines and margin on others where the discount is too high and unnecessary. If you are a Margin Master or Epicor Pricing Planner user, this is a great way to use your software for more than just setting retail pricing. You can look at each department and what the selling prices will be by offering a discount off retail price, just make sure your rounding is turned off when you do so. This will help you determine the correct discount rate at the department level and where the rate needs to be adjusted down to the class, fineline or

even SKU level. If you are not using either of these two pieces of software, you can do this manually in Excel. The reason you need to look at each department separately is to find the right discount rate for each group that helps you grow sales but protects margin by not giving it away accidentally. For example, I have seen retailers offer 15% off retail globally to groups of plumbers and painters. For the plumbers at 15% off, good luck making any money on hot water units or other low-margin, high-value items they might buy. For painters, offering 15% off will lead you to selling many ladders at a loss. I worked with a retailer who had set up a plumbers plan at cost plus 28% on all plumbing items. This sounded great in theory until I showed them they were selling a clamp at

94 cents when their main Corporate opposition was at $1.64. Do the work required to get your plans correct. Use a simple Excel spreadsheet to finalize discount rates for each group in each department and if there needs to be further breakdown into classes and finelines (see above for a snapshot of a plan I built recently) then build the category price plans into your system and allocate your customers accordingly. And please remember, if you are going to put a SKU level exception on a plan, never lock it in at a certain price and make sure to use an expiration date. I look forward to bringing you the next topic in our “Inside the Margin” series.

Mike Aylen

Industry Expert and NHPA Strategic Consultant

November/December 2026 | HARDWARE RETAILING

RESEARCH

Building a Future TRENDS

After several months of decline, private residential construction spending rose in Q3. See the latest stats on this sector at hardwareretailing.com/residential-construction.

BROUGHT TO YOU BY

About the Company

Knock on Wood Wood Framing Dominates New Home Construction

omebuilding construction methods continue to evolve, influenced by regional requirements, material availability and market demand. Based on an analysis of 2025 Census Bureau data by the National Association of Home Builders (NAHB), wood framing remains the dominant framing material for new single-family home completions, while alternative options like concrete and steel frame construction serve specific regional and structural needs. Discover where different structural materials are being used and how to target your contractor and homebuilding customers.

Wood Framing

• Wood framing accounted for 94% of all completed single-family homes in 2025 • Approximately 947,000 wood-framed homes were completed in 2025, a 1% decrease from 2024

Steel Framing

• Steel-framed homes remained relatively rare in 2025, comprising half a percent of the market • About 5,000 steel-framed homes were completed in 2025, up 25% from 2024

Concrete Framing

• Concrete-framed homes represented 5% of completions in 2025, but the number of concrete-framed homes completed fell to approximately 53,000, down 4% from 2024 • Non-wood-based framing methods are primarily concentrated in the South due to residential resiliency requirements • In 2025, concrete-framed homes made up 9% of all single-family home completions in the South • About 60% of all steel-framed homes completed in 2025 were built in the South

HARDWARE RETAILING | November/December 2026

An industry pioneer known for its iconic and unmistakable yellow bag of concrete mix, The QUIKRETE® Companies was founded in 1940. Over the last 85 years, The QUIKRETE Companies has strategically acquired leading brands that allow us to be a single source of supply for nearly every element of any construction project. Our brands have earned a reputation for quality, consistency and performance, making us a reliable choice for commercial and residential building, repair and rehabilitation products. As we continue to contribute to the growth and health of our country’s structure and infrastructure, we truly are What America’s Made Of®.

YOUR ADVANTAGE IN EVERY AISLE. For more than a century, House-Hasson has supported independent hardware stores, home centers, and lumberyards across our region. We understand the realities independent retailers face and our job is to make that easier, with support you can reach directly, pricing and programs that strengthen your bottom line, and a selection shaped by what your customers need. From hands-on guidance to flexible solutions built around your business, we’re here to help you stay profitable, solve challenges quickly, and keep your store moving forward. If your business grows, so do we—and that’s the measure we care about most.

PRODUCTS

Retailer Recommendations NEW PRODUCTS

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.

Adjustable Wrenches

The Gripped Adjustable Wrenches from RIDGID are made of chrome vanadium steel and available in sizes from 6 to 12 inches. Each wrench has SAE and metric jaw scales, an adjusting thumbscrew and a gripped handle for added comfort during use. RIDGID | ridgid.com

Cordless Coil Framing Nailer

The 18V 15° Cordless Pneumatic Coil Framing Nailer from Metabo HPT accepts wire-coil nails from 1³⁄₄ to 3¹⁄₂ inches and drives up to five nails per second. It weighs 8.8 pounds without the battery and delivers up to 1,000 nails per charge with the included 10Ah T-PWR Tabless battery. Metabo HPT | metabo-hpt.com

Body Hair Trimmer

The Shearer Groin & Body Hair Trimmer from Tooletries is a waterproof electric trimmer designed for groin and body grooming. It features a replaceable ceramic blade, five speed settings, an LED light and up to 120 minutes of battery runtime. Tooletries | tooletries.com

HARDWARE RETAILING | November/December 2026

Portable Saw Station

The Blueprint CS12V-S1C Portable Saw Station from Dremel combines a 12V cordless compact saw with a portable cutting station. It is designed for miter, bevel, straight and rip cuts in materials including wood, metal, plastic and vinyl flooring and features an integrated laser cutting guide. Dremel | dremel.com

Inflatable Snow Tube

The Little Tikes Inflatable Snow Tube from PoolCandy features Little Tikes branding and can be deflated for compact storage between uses. PoolCandy | poolcandy.store

Meat Thermometer System

The MEATER Block from MEATER is a wireless cooking thermometer system featuring four temperature probes and built-in Wi-Fi connectivity. Each probe monitors internal and ambient temperatures, while the base supports standalone operation without a smartphone. MEATER | meater.com

November/December 2026 | HARDWARE RETAILING

Collapsible Cooler

The Titan 18 Can Collapsible TableTop Cooler with Ice Walls from Arctic Zone is a soft-sided cooler with an 18-can capacity and removable Ice Walls for additional cooling. It features an integrated hard tabletop with two cup holders, an insulated front pocket and a collapsible design for easy storage. Arctic Zone | arcticzone.com

Gel Blaster

The Barracuda from Gel Blaster is a rechargeable gel shooter designed for use with water-based gel pellets and is intended for both indoor and outdoor recreational play. Gel Blaster | gelblaster.com

Pellet Grill

The Woodwind 24 from Camp Chef is a wood pellet grill with 811 square inches of cooking space and a 22-pound pellet hopper. It features Wi-Fi connectivity, adjustable smoke control, direct-flame searing and an ash cleanout system. Camp Chef | campchef.com

HARDWARE RETAILING | November/December 2026

OPERATIONS

The Long Haul When it comes to succession planning, industry expert Curtis Gillman shares why it’s crucial to look at it as a process, not a one-time event. Learn more at hardwareretailing.com/succession-process.

COVER STORY

Built to Last Leaning Into the Human Side of Succession Planning BY LINDSEY THOMPSON

t is not an easy topic to talk about, but one every single operation will have to address at some point: succession planning. The independent home improvement retailing channel, and independent small businesses as a whole, are undergoing a massive ownership transition right now, leaving many independent businesses at risk of closing because there is no one to operate them when the current generation retires. According to the McKinsey Institute for Economic Mobility, by 2035, about 6 million small and medium-size businesses will face ownership transitions as baby boomers retire. McKinsey estimates that 92% of small businesses that exit end in total closure instead of a successful sale or succession. While it’s a step in the right direction that more independent home improvement retailers are seeing the importance of succession planning for the success of not only their own

operation, but the industry as a whole, retailers need to grasp what succession planning is and what it isn’t. Many fail because they view succession as a purely financial and legal event and ignore the emotional and operational aspects of a change in ownership. That human side of succession planning is what drives Landscapers Supply CEO Cara Cornelius to approach leadership and build her bench differently. Cornelius says that successful succession planning protects more than the organizational chart, it protects those human elements of the operation—customer relationships, institutional knowledge, operational continuity and employee confidence. “From an operational perspective, succession planning reduces risk,” she says. “From a cultural perspective, it demonstrates that we’re investing in our people and creating opportunities for them to grow.”

In the U.S.,

2.9 million businesses

are owned by people age 55 or older, with $6.5 trillion in annual revenue generated by these businesses. Source: The Silver Tsunami of Retiring Business Owners, ProjectEquity

November/December 2026 | HARDWARE RETAILING

Making an Impact

“Independent retail is unique because every decision matters. You’re close to your employees, your customers and your community.” —Cara Cornelius, Landscapers Supply

Before joining Landscapers Supply, Cornelius’ career took her through several industries, including manufacturing, supply chain, logistics, sales and executive leadership across global organizations, where she led teams through transformation, managed complex operations and had the opportunity to work internationally, including living in France for several years. In recognition of her work in the channel, Cornelius received the Top Women in Hardware & Building Supply Business Excellence award for 2026. Founded in 1991, Landscapers Supply has eight locations in South Carolina and Georgia, serving the needs of commercial landscaping professionals and DIYers. “When the opportunity at Landscapers Supply came along, I wasn’t looking for a different industry as much as I was looking for a different kind of impact,” Cornelius says. “Independent retail is unique because every decision matters. You’re close to your employees, your customers and your community. You can see the direct results of good

HARDWARE RETAILING | November/December 2026

leadership. I was excited to bring the operational discipline and leadership experience I’d developed over the past decades into a business where culture and relationships are just as important as financial performance.” During her career, Cornelius has learned that sustainable businesses don’t rely on one great leader—they develop many—and that successful succession relies on those leaders. If a company is serious about building a business that lasts for generations, developing future leaders has to be one of its highest priorities. “Succession planning isn’t about replacing people. It’s about ensuring the organization has the talent, knowledge and leadership capacity to continue growing regardless of what changes come our way,” she says. “I’ve learned that succession planning isn’t an HR exercise—it’s a leadership discipline. The best organizations intentionally prepare people for opportunities before those opportunities exist.” Cornelius believes the conversation changes when you view succession planning as career development instead

Landscapers Supply CEO Cara Cornelius (left, above photo), partners with COO Randy Williams (right, above photo) to build leaders who are reaching their full potential and making a positive impact in the company and beyond.

“When leaders develop others, they strengthen the entire organization while creating meaningful opportunities for individuals to reach their potential.” —Cara Cornelius, Landscapers Supply

November/December 2026 | HARDWARE RETAILING

“When employees know you’re investing in their future, succession planning becomes one of the most human things you can do.” —Cara Cornelius, Landscapers Supply

of replacement planning. Every leader in an organization should be looking to whom they are developing and helping become ready for the next opportunity. “The greatest compliment a leader can receive is seeing someone they mentored reach their full potential. That’s not losing talent—that’s multiplying it,” Cornelius says. “When leaders develop others, they strengthen the entire organization while creating meaningful opportunities for individuals to reach their potential.” At Landscapers Supply, development is intentional. Each spring, the leadership team dedicates time during a manager meeting to review every associate in the company, discussing each person’s strengths, future potential, development needs and what experiences, skills or training they need to prepare for their next role. These conversations help ensure that leaders are actively investing in their growth.

HARDWARE RETAILING | November/December 2026

The company’s ICARE values, which include Integrity First, Committed to People, Accountability Mindset, Results Driven and Exceeding Expectations, are at the center of its culture and leadership philosophy and help define how leadership identifies talent, develops leaders and assesses performance. Cornelius and the leadership team at Landscapers Supply believe employees deserve clear expectations, honest feedback, coaching and support. She believes that accountability should never feel punitive, but should feel like coaching. “When employees know you’re investing in their future, succession planning becomes one of the most human things you can do,” Cornelius says. “It communicates confidence, creates opportunity and demonstrates a genuine commitment to helping people build meaningful and successful careers.”

Growth in Action

Cara Cornelius shares the story of Adam Freeman as a prime example of an employee growing into a leadership role. Freeman served as the store manager of the Easley, South Carolina, location, where he developed deep expertise in hardware, parts, inventory and customer service. Through his leadership and strong understanding of the business, it became clear that his knowledge could have an even broader impact across the organization, Cornelius says. As a result, Freeman was promoted into a support center role focused on category management and inventory management for hardware and parts across all Landscapers Supply locations. In this position, he works closely with supplier partners to ensure products are available, inventory is managed

effectively and the stores have the resources they need to serve customers successfully. Career growth does not always mean moving up within a single department—it can also mean expanding an individual’s influence and responsibility across the entire organization. Freeman has moved from managing one location to helping shape hardware and parts strategy for all the stores, allowing him to leverage his expertise on a much larger scale. “Adam’s story demonstrates our commitment to recognizing talent, creating meaningful opportunities for growth and placing people in positions where they can make the greatest impact,” Cornelius says. “It’s a great example of how investing in employees can strengthen both the individual and the organization as a whole.”

November/December 2026 | HARDWARE RETAILING

Next in Line It’s clear that people are key in the succession planning process, but first comes developing those people in your business to assure they are prepared for what’s next. “Building a bench” is more than just an operational buzz phrase, it’s a crucial component to any succession plan. Haley Chapel, COO of Timberline Ace Hardware with five locations in Montana, is part of the bench her father is building as part of the company’s succession plan. She joined the family business after graduating from college, but wasn’t fully sure what she wanted to do. Her father offered her a marketing position, which she was hesitant to accept because she hadn’t pictured herself moving home, let alone working in the business. Since then, her role has evolved from marketing into absorbing human resources responsibilities, and about three years ago she moved into the COO role as the business went from three locations to five. “There really wasn’t a formal process when I joined: My dad gave me an offer letter. I came in without a ton of experience, and I was given a pretty long leash to learn on the

HARDWARE RETAILING | November/December 2026

fly,” Chapel says. “I think that opportunity to learn, make mistakes and grow with the business was really valuable.” Those experiences also guide Chapel in how she grows leaders in the company. She believes the company’s culture is the biggest driver of its success, and the leadership team leans heavily into culture when developing and evaluating leaders. They look at two main areas when holding performance and development conversations: competency in the role and alignment with core values. For competency, Chapel says the team identifies the five main responsibilities of the role and evaluates three simple areas: Do they get it? Do they want it? And do they have the capacity to do it? Each potential leader is then evaluated based on the company’s three core values: Own It, Be a Great Teammate and Go the Extra Mile. The leadership team looks at whether they demonstrate each value most of the time, some of the time or rarely. Employees complete the same evaluation for themselves, which creates a useful coaching conversation, Chapel says.

“This process allows us to point back to shared values rather than making everything about an isolated behavior,” Chapel says. “It also gives us a consistent way to recognize people who are doing a great job. When we’re looking for future leaders, the people who consistently exemplify those core values are the people who stand out. Our values came from identifying the characteristics we admire most about our top people and simply cannot live without.” The team at Timberline Ace also invests heavily in leadership development and has sent several leaders through FranklinCovey leadership training. As the bench grows, Chapel says developing store managers professionally and personally is especially important because they are the lifeline of each store. Last year, she hired someone to work individually with each of the store managers for six months. Employees could use that consultant however they felt would serve them best. “Those conversations stayed confidential, and we didn’t receive detailed reports back, but the managers

“Our values came from identifying the characteristics we admire most about our top people and simply cannot live without.” —Haley Chapel, Timberline Ace Hardware

November/December 2026 | HARDWARE RETAILING

“Making sure they feel genuine ownership, responsibility and pride in what they do matters tremendously.” —Haley Chapel, Timberline Ace Hardware

themselves shared how impactful the experience was,” Chapel says. “It was really incredible to see in action how they showed up, how some of their relationships flourished and the time they started investing in themselves for fun and fulfillment outside of work.” Chapel recognizes that one challenge with developing high-potential employees is that you also have to create somewhere for them to grow. “We’ve tried to get creative by creating additional areas of responsibility—B2B champions, inventory coordinators, key holders, training coordinators, head cashiers—so people can continue to stretch themselves, take ownership and see a future within our company even if a store manager position isn’t immediately available,” Chapel says. At Timberline Ace Hardware, empowering employees to become leaders starts by trusting them. Employees are given autonomy, responsibility and the freedom to make mistakes so they can learn from those mistakes and grow. Leadership at Timberline also empowers employees by being transparent with financials and regularly sharing numbers with leaders. Chapel and her

HARDWARE RETAILING | November/December 2026

team explain how and why they make decisions instead of just handing down decisions from the top so managers and associates can understand the business behind the business. They also allow leaders to treat their stores like their own business, intentionally using language that feeds into the leadership mentality, a precedent Chapel’s father set that she follows in lock step. Chapel doesn’t walk into one of the locations and call it “her store,” but rather when talking with an associate, she’ll call it “your store.” “They are the rubber that hits the road. We have nothing without the people in our stores taking care of customers, leading teams and representing our company every day,” Chapel says. “Making sure they feel genuine ownership, responsibility and pride in what they do matters tremendously.”

Stewards of Leadership To identify high-potential employees at Landscapers Supply, Cornelius pays attention to how people think, not just what they do. She believes that high-potential employees are curious, ask thoughtful questions, take ownership, solve problems and consistently look for ways to improve the business.

“They don’t wait to be told what to do, they look for opportunities to contribute. Just as importantly, they demonstrate the behaviors reflected in our core values,” she says. “Technical skills can be taught; character, leadership mindset and values alignment are what separate future leaders.” Future leaders at Landscapers Supply must demonstrate integrity, emotional intelligence, resilience, accountability and humility, Cornelius says. They also must create trust, communicate clearly, make thoughtful decisions and elevate the people around them. The company’s strongest leaders consistently demonstrate the values in how they serve customers, support teammates and make decisions. “Leadership isn’t about having all the answers,” she says. “It’s about creating an environment where people can do their best work and achieve exceptional results together.”

Building a bench across multiple locations has its challenges, but Cornelius says establishing common expectations while giving local leaders the flexibility to lead their teams in ways that fit their markets helps create consistency. Offering opportunities for cross-functional learning and mentoring across locations and exposing employees to different parts of the business are also important. “Ultimately, we want leadership capability throughout the organization, not concentrated in a handful of people,” Cornelius says. When building a bench of leaders, it’s also crucial to show the career paths that the independent channel offers. Cornelius says that because of the nature of independents, careers don’t have to follow a rigid structure. Employees can grow through expanding responsibilities, cross-training and

leadership opportunities that align with their strengths. “Sometimes the next step isn’t a different title—it’s a broader impact,” she says. When it’s all said and done, Cornelius says she wants to leave the business better than she found it. For her, that means building systems that endure, developing future leaders and reinforcing the core values that define who we are as an organization. “Success isn’t measured solely by growth; it’s measured by whether we’ve created a stronger culture, stronger people and a stronger company than the one we inherited. That will position the company for long-term success,” Cornelius says. “If, years from now, Landscapers Supply has an even stronger culture, deeper leadership bench and greater impact because of the work we’re doing today, then I’ll consider that success.”

November/December 2026 | HARDWARE RETAILING

FROM SEAL TEAM TO SMALL BUSINESS How Navy Veteran Sam Mackey Found a New Calling in Independent Retail BY

ZO E

BE N SON

or 20 years, Sam Mackey served in the U.S. military, working his way through the ranks in the U.S. Navy to become a Navy SEAL. Inspired to join after watching the movie “Navy SEALs,” Mackey enlisted in January 2004 and graduated BUD/S Class 266 in Coronado, California.

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ANNI E

DAM EWO RT H

“I came up through every enlisted billet in a platoon—lead petty officer to platoon chief and then qualified at the Naval Special Warfare Sniper Course along the way,” Mackey says. “I closed out my career as an instructor at our Advanced Training Command.”

ASSOCIATION

An Honor to Serve

NHPA will share the stories of these hometown heroes in all of its media brands. Visit YourNHPA.org/veterans to learn more and nominate a veteran from your business to honor.

A New Way to Serve NHPA Program Honors Military Veterans Who Have Served Our Country, Channel 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. NHPA honors the ongoing impact military veterans make throughout the home improvement industry through its Helmets to Home Improvement recognition program, with the Hardlines Supplier Event and DIY CON as the program’s official founding sponsor and venue partner.

November/December 2026 | HARDWARE RETAILING

ASSOCIATION

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.

While in the Navy, he completed eight combat deployments in the Middle East and South America and deployed with every East Coast SEAL Team. Mackey is grateful for his experiences on the SEAL team and for the teammates he met along the way. After retiring in 2024, Mackey co-founded Outsider, a premium American drinkware company. Outsider entered the independent channel when Do it Best provided the company with one of their first opportunities to sell products in stores. “They believed in us early, picked us up across nine distribution centers and the reorders started running,” Mackey says. “That opened the door to the rest of the independent world.” Mackey says SEAL teams run on trust, relationships and reliability, similar to how the independent channel operates, making the channel a good ﬁt for veterans. “Veterans show up, they tell you the truth and take care of their people. That’s what independent retail rewards,” Mackey says. “The big-box world runs on volume and algorithms; the independent channel runs on handshakes and follow-through—and that’s the language every veteran already speaks.” Mackey says the people are the best part of running Outsider. “These are multi-generational, family-run businesses—owners who actually pick up the phone. You shake a hand and it means something,” Mackey says. “That’s a community, not a transaction.”

T H A N K YOU TO O U R PR O GR A M S PO N S O R S

26 HARDWARE RETAILING | November/December 2026

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LEADING WITH INTEGRITY Daniel Keliikoa’s Military Background Informs His Leadership Role at Hardware Hawaii BY

ZO E

BE N SON

ometimes, not knowing where you are going can actually lead you down the right path. Ikaika “Daniel” Keliikoa was unsure what path he wanted to pursue after graduating high school, but felt a pull to join the military. He felt called to do something for his country

28 HARDWARE RETAILING | November/December 2026

ANNI E

DAM EWO RT H

and decided military service was one way to answer that calling. Keliikoa enlisted in the Army National Guard in 2000. While serving, his primary job was artillery with a secondary job in infantry. Keliikoa enjoyed the camaraderie he experienced with fellow service members, the

ASSOCIATION

An Honor to Serve

NHPA will share the stories of these hometown heroes in all of its media brands. Visit YourNHPA.org/veterans to learn more and nominate a veteran from your business to honor.

November/December 2026 | HARDWARE RETAILING

ASSOCIATION

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.

opportunity to travel the world and the job itself. “I got to travel around the world while serving,” he says. “And I love the job.” After COVID-19, Keliikoa began to look for a career, ultimately given an opportunity to work for Hardware Hawaii, stepping foot into the independent home improvement channel. Today, Keliikoa works as a lumber supervisor at the company. “I supervise all the guys in the lumberyard and help customers, alongside with giving some advice about materials,” Keliikoa says. As a leader at Hardware Hawaii, Keliikoa says it’s important to him that he leads with integrity and excellence. He says the military helped enable him to be someone his team could rely on. “Leadership is a big role I have working here,” he says. “The military helped me to be a better leader.” Keliikoa believes the loyal and hardworking nature of veterans equips them well for the home improvement channel. “Military guys are loyal and respectful,” he says. “They come from hardworking backgrounds, and they know how it feels starting from the bottom and working your way up the ranks.”

T H A N K YOU TO O U R PR O GR A M S PO N S O R S

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Proactive Protection OPERATIONS

What Small Business Owners Need to Know About Fraud Prevention

BY LUKE VANDER LINDEN

etail fraud has long been a threat to businesses, but fraudsters have never been able to go after so many different targets at once. New technologies like artificial intelligence (AI) and automation can help bad actors scale scams and make impersonation attempts more convincing, putting businesses at greater risk of financial loss and theft. And with e-commerce accounting for 16.4% of total U.S. retail sales in 2025, opportunities for fraud are increasingly expanding across channels.

HARDWARE RETAILING | November/December 2026

Though large, national brands may seem like the most lucrative targets, no business is immune to modern fraud threats. In fact, small-scale retailers, such as independent home improvement stores, can be particularly alluring marks as they often carry easy-to-resell, high-value, merchandise and operate with little to no dedicated fraud-prevention resources. Here’s what small business owners should watch for to recognize fraud early, plus practical steps to build stronger defenses.

16.4% E-commerce made up 16.4% of total U.S.

retail sales in 2025.

That means nearly 1 in every 6 sales were made online in 2025, putting businesses at greater risk of financial loss. Source: Quarterly Retail E-Commerce Sales, U.S. Census Bureau

November/December 2026 | HARDWARE RETAILING

Common Fraud Threats Facing Hardware Stores

There are many ways fraudsters can con hardware stores and other retailers out of money and merchandise, such as returning stolen goods, using fake receipts to claim refunds or sending back counterfeit merchandise for full-value refunds. In 2025, the retail industry was projected to process $849.9 billion in merchandise returns, but not all those returns were legitimate with 9% classified as fraudulent. Return fraud isn’t the only way bad actors can defraud small business owners. Payment card fraud and stolen card use remain persistent threats, too. According to The Federal Reserve’s Economic Well Being of U.S. Households in 2025 report, 16% of U.S. adults reported experiencing credit card fraud. Though retailers may not be the direct target when a customer’s card information is stolen, they can still feel the impact through lost merchandise or chargebacks when fraudulent purchases are reversed.

Criminals can run similar plays with gift cards, either purchasing them with stolen information or physically tampering with the cards to steal card numbers and claim the balance after legitimate activation. Though many retailers have defenses in place to block suspicious transactions, some fraudsters can get around those protections by committing fraud through a known customer’s account. For example, by using stolen credentials to take over loyalty or other online accounts, bad actors can pose as legitimate shoppers to slip past security controls that rely on trusted account signals to assess fraud risk.

Fraud Warning Signs

Fraud tactics continue to evolve, but retailers do have one advantage: criminals tend to recycle approaches that work, regardless of industry. That means despite new technologies that increase the speed and scale of fraud, in many cases, the warning signs remain familiar.

Practical Steps to Prevent Fraud With multiple potential entry points to commit fraud, a small business’s defenses must be similarly layered.

Implement Strong POS and Payment Security Controls Because point-of-sale (POS) systems touch nearly every transaction, they come with high potential for fraud and abuse. For example, outside attackers could use software vulnerabilities to gain unauthorized access, while staff working from the inside could abuse POS access to issue fake refunds. Keep POS software updated, restrict administrative access and require manager approval for high-risk actions, like large refunds or overrides.

Use Multi-Factor Authentication All banking, email and other accounts that can authorize payments or expose sensitive information should be padlocked with multi-factor authentication (MFA). Requiring a verification code, authentication app, biometric check or other second factor in addition to a standard password makes it harder for fraudsters to gain access with just stolen credentials.

Require Verification for Refunds and Vendor Payment Changes

Whether fraudsters walk through the front door or work behind the scenes through a compromised account, they often try to move quickly, urging employees to bypass standard procedures or make exceptions to store policies. Provide clear instructions for processing refunds, authorizing vendor payment changes and handling unusual payment requests so employees aren’t left on their own to make judgment calls under pressure. An established clear line of communication for employees to easily escalate suspicious activity is also recommended.

Regularly Review Transactions and Inventory Records In the everyday store bustle, an unusual refund or missing item might slip by unnoticed, but looking at the numbers can reveal hints of a fraudster’s scheme. For example, multiple chargebacks for similar transactions or repeated high-value refunds tied to the same account could indicate a recurring issue and inform where additional controls may be needed.

November/December 2026 | HARDWARE RETAILING

The ABCs of BEC Scams 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. 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.

One of the most reliable indications of fraud is unusual behavior. For example, the average customer may buy a high-ticket item, like a power tool, once a year or so. But repeated purchases of the same high-value items within a short period could be a signal of foul play. Similarly, if one customer attempts to process several returns—all without furnishing a receipt—then it may indicate returnpolicy abuse or an attempt to return stolen merchandise.

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.

Bear in mind that bad actors seeking to defraud retailers don’t always pose as customers. Store owners should also watch out for suspicious vendor behavior. For instance, if a known supplier suddenly requests an invoice payment be sent to a new bank account, it’s worth investigating if the vendor’s email account was compromised. Be especially cautious if the supplier urgently presses employees to bypass standard veriﬁcation procedures, writes from a new email address or uses unusual language or phrasing.

HARDWARE RETAILING | November/December 2026

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.

Building a Culture of Awareness

Though fraud may spike during the busy shopping seasons, it is a constant, around-the-clock threat, and bad actors are constantly leveling up their tactics to evade new defenses. Technology and security controls can help, but they cannot eliminate one of the most frequently exploited weak points: people. In fact, human involvement played a role in 60% of breaches in 2025.

For this reason, the best defense against fraud is ongoing, shared education. Every employee, from cashiers to managers, should participate in fraud and security awareness training to understand how criminals operate, how to recognize suspicious activity and what steps to take when they suspect fraud. A single workshop during onboarding, however, isn’t enough. One study showed it took 12 months of security awareness training and simulated phishing for employee susceptibility to simulated phishing to fall by 86%. To stay resilient as fraud tactics evolve, schedule regular meetings to update staﬀ on warning signs, new scams and suspicious behavior. Develop and update a fraud response plan with clear instructions on when to stop a

transaction, what to document and whom to contact. Most importantly, store owners should encourage employees to speak up when something looks unusual, even if they’re not certain it’s fraud. Real-world examples help teams understand the larger impact of missed warning signs, while open communication makes it easier for them to come forward when something looks amiss.

The Value of Industry Collaboration

Unfortunately, when bad actors have success defrauding one business, they’re likely to rinse and repeat the tactic elsewhere. But if criminals can operate in numbers, store owners can, too. By working together to share threat intelligence, exchange

best practices and participate in industry training and benchmarking, even small independent store owners can learn about emerging threats sooner, improve fraud training and collectively strengthen defenses across the industry. Retailers can build these connections by communicating with industry peers or joining organizations like the Retail & Hospitality ISAC (RH-ISAC), the global, trusted cybersecurity community for retail- and hospitality-focused intelligence. Retail fraud takes many forms, and bad actors don’t hesitate to go after small businesses with the same tactics they use on national chains. But by combining practical safeguards with continuing education, employee awareness and industry collaboration, retailers of any size can reduce exposure and bolster defenses for everyone.

November/December 2026 | HARDWARE RETAILING

4 WAYS

to Win in Electrical, Plumbing and HVAC PROVIDED BY THE HOME IMPROVEMENT RESEARCH INSTITUTE

esearch from The Home Improvement Research Institute (HIRI) suggests independent retailers can compete in electrical, plumbing and HVAC by understanding when customers choose suppliers, who purchases materials and how plumbing purchases differ. These findings point to opportunities beyond price.

BUILD RELATIONSHIPS BEFORE HOMEOWNERS HIRE CONTRACTORS

HIRI’s 2025 Project Decision Study covers projects costing at least $5,000 and includes HVAC and electrical wiring in its mechanical systems category. Among projects in that category involving professionals, 60% started one to two weeks after homeowners hired the contractor.

40 HARDWARE RETAILING | November/December 2026

Strategic Takeaway

Build relationships with local electricians, plumbers and HVAC installers before they bid. Agree on product options and pricing so contractors prepare quotes around your assortment rather than treating your store as a backup supplier.

STUDY WHO IS PLACING THE ORDER

Contractors completed 78% of mechanical systems projects but purchased materials or arranged delivery for 53%, according to HIRI’s Project Decision Study. In other words, the installer does not always place the order.

Strategic Takeaway

Save contractors’ preferred products on customer accounts for repeat orders and keep specifications with each quote so associates can serve either buyer without guessing at substitutions.

November/December 2026 | HARDWARE RETAILING

LOOK BEYOND PLUMBING FIXTURE SALES

HIRI’s Q2 2026 Contractor Business Sentiment Tracker found that the share of contractors purchasing finished plumbing fell from 24% in Q1 to 19% in Q2, while rough-in plumbing changed little, from 18% to 17%. That difference argues against treating slower fixture purchases as a reason to reduce the entire plumbing department.

Become a HIRI Member

Strategic Takeaway

When reducing slower-selling fixture styles, protect the pipe, valves and fittings your plumbers regularly order. Use special orders to preserve fixture choice while keeping inventory dollars available for frequently purchased installation supplies.

Join leading manufacturers, retailers and allied organizations in the home improvement industry with access to $1 million worth of home improvement research. Simply schedule your membership consultation to learn more about a HIRI membership.

42 HARDWARE RETAILING | November/December 2026

MAKE PRODUCT MATCHING A STORE SERVICE

In HIRI’s 2025 Project Decision Study, 29% of homeowners completing mechanical systems projects consulted professionals, compared with 7% who consulted local hardware or home improvement store employees. HIRI’s Q2 2026 Homeowner Project Activity Tracker also found price and quality tied in product selection, suggesting an opportunity to attract customers through product expertise.

Strategic Takeaway

Promote your parts-matching service online and in-store. With this service, a customer brings in a photo, model number or manufacturer guide, and an associate matches it to the right part. That saves the customer a second trip and gives them a reason to buy from you. Ask suppliers to train associates on common replacement requests.

The Bottom Line

Independent retailers can strengthen electrical, plumbing and HVAC sales by building contractor relationships, serving both buyers, balancing plumbing inventory and helping customers choose compatible parts and avoid additional trips. The goal is to win planned purchases and repeat business, rather than compete only for last-minute supply runs.

November/December 2026 | HARDWARE RETAILING

CATEGORY SPOTLIGHT

Drips to

DOLLARS How 1 Retailer Turns DIY Plumbing Into Retail Success BY

ANNIE

DAM EWORTH

44 HARDWARE RETAILING | November/December 2026

or independent hardware retailers, turning a modest plumbing section into a powerhouse category starts with meeting customers where their plumbing problems begin. According to a survey of 1,001 U.S. homeowners conducted by SupplyHouse, 93% of homeowners delay plumbing or HVAC repairs at least sometimes, while 13% of homeowners wait six months or longer to address their most recent issue and 8% don’t address it at all. The survey also found that 71% of homeowners facing plumbing issues tried a DIY fix before calling a pro, and 51% of those attempts either didn’t resolve the issue or made it worse. As a versatile category often involving emergency situations, independent retailers have the opportunity to equip homeowners with not only the correct plumbing parts they need for a project, but with the knowledge and confidence to tackle plumbing issues themselves.

November/December 2026 | HARDWARE RETAILING

At Knob Hardware & Tool Store in Connelly Springs, North Carolina, owner Sanu Silwal has built up a robust plumbing category in his store that is just a few years old. Founded in 2023, Knob Hardware offers a wide array of product departments and services, from hunting and fishing to U-Haul rentals and screen repair to plumbing and electrical. Silwal says the plumbing section brings in around 10% to 12% of total store revenue, serving as a small but mighty category for the operation. The goal of the Knob Hardware team is to ease customer concerns about plumbing issues they’re experiencing by offering knowledgeable service and a wide variety of products, including hard-to-find and specialty parts. Silwal says understanding the customer is the first step in providing expert recommendations for a plumbing project, with a focus on selling the problem before the product. “We train our staff on the basic plumbing product categories, including product applications, sizing, fittings, connections and common repair situations,” he says. “Staff work to understand the customer’s project before recommending a product.”

46 HARDWARE RETAILING | November/December 2026

The plumbing section at Knob Hardware & Tool Store brings in around

10%-12% of total store revenue.

November/December 2026 | HARDWARE RETAILING

Unclogging the Source According to the SupplyHouse survey, minor plumbing leaks and clogged drains were the two plumbing issues homeowners put off the longest. Customers of different generations also addressed problems at different rates. Baby boomers acted the fastest, with 45% addressing their most recent issue immediately, compared with 34% of

Gen X, 35% of millennials and 31% of Gen Z. Providing education in this category is a prime opportunity for independent retailers to win repeat sales and increase customer loyalty and satisfaction. Discover three ways to implement plumbing education in your stores to give customers the conﬁdence to ﬁx their plumbing emergencies.

Online Resources for Common Issues

Offering video demonstrations on how to ﬁx basic plumbing snags like clogged drains, running toilets and dripping faucets is an easy way to provide education while boosting online engagement.

In-Store Demonstrations

Arm your employees with products and skills needed for in-store demonstrations to show customers how to ﬁx issues in real time.

Emergency Repair Kits

Group items together in a bundle or on one shelf so customers can grab all the products they need for a speciﬁc job. You can even include QR codes near these items for customers to scan to watch your store’s plumbing video demonstrations.

48 HARDWARE RETAILING | November/December 2026

“While we do not have a dedicated team exclusively selling plumbing, we do have our general sales staff assist customers across the plumbing department, with more experienced employees providing additional assistance for complicated plumbing questions or projects.” —Sanu Silwal, Knob Hardware & Tool Store While DIYers make up a significant portion of the store’s plumbing customers, contractors and professionals also frequent the operation. Silwal and his team understand that selling plumbing to each customer base requires slightly different techniques. He says DIY customers generally shop for a specific repair or home improvement project and often need assistance identifying the correct size, connection type or replacement part. These customers also tend to compare products and prices more than professionals. A well-trained team is needed for both of these scenarios to help the DIYer talk through an issue and point the plumber to their best solution. At Knob Hardware employees are specifically trained to help customers in all areas of hardware, including plumbing. “While we do not have a dedicated team exclusively selling plumbing, we do have our general sales staff assist customers across the plumbing department, with more experienced employees providing additional assistance for complicated plumbing questions or projects,” Silwal says. From faucets, sump and utility pumps and drain and waste products to fittings

November/December 2026 | HARDWARE RETAILING

and valves, pipes and pipe fittings and supply lines and hoses, Knob Hardware has just about any plumbing item a contractor or homeowner could need. The store also stocks several specialty and niche products, including sewage pumps, water leak and monitoring products and specialty repair fittings and replacement parts. The department is organized by product type and customer need. Larger boxed products are primarily stocked on shelves, Silwal says, while smaller fittings, repair parts, connectors and accessories are displayed on peg hooks and in organized bins for easy selection. For busy contractors, it’s essential for shelves to be easy to find, well-labeled and stocked with product so they can get what they need and get back on the job site. For DIYers, stocked shelves and easy-to-navigate displays point homeowners to the best solution for their problem. “Standard plumbing items are generally sold as high-volume, readily available products,” Silwal says. “Specialty products are sold more through application-based selling—staff determine what problem the customer is trying to solve and then help identify the appropriate product based on size, capacity, connection and intended use.”

HARDWARE RETAILING | November/December 2026

Cost of Doing Business Study

Turn Industry Data Into Better Decisions UNLOCK YOUR BUSINESS POTENTIAL WITH THE 2026 COST OF DOING BUSINESS STUDY

NHPA’s 2026 Cost of Doing Business Study is now available, providing independent retailers with trusted financial benchmarks. Featuring data from hardware stores, home centers, LBM dealers and paint and decorating retailers across the U.S., the study helps you compare performance, identify opportunities and make informed decisions to improve profitability.

Why Invest in the 2026 Study? Benchmark Your Performance: Compare your financials to industry averages to ensure your business is on the right track. Uncover Cost-Saving Opportunities: Identify areas across your operations where you can reduce expenses and increase efficiency. Boost Profitability: Make informed decisions that enhance your bottom line and drive growth.

Ready to invest in your business? Purchase the study.

Strategize for the Future: Plan with the confidence that comes from leveraging the latest industry data.

RESOURCES

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Wholesalers Advance AI and Digital Tools to Support Retail Growth F

rom helping associates answer customer questions to connecting shoppers with products local to them, wholesalers around the independent home improvement channel are expanding their technology offerings. Ace Hardware and Do it Best Group both showcased new uses for artificial intelligence (AI) and digital tools, while Orgill is emphasizing the underlying systems needed to support future innovation.

Ace Builds Associate Confidence With AI Assistant, Hey ARMA!

At its 2026 Fall Convention, Ace Hardware shared updates on Hey ARMA!, the AI-powered platform it launched earlier this year. The tool assists associates in responding to customer questions and finding information about products and promotions, giving employees another resource to use on the salesfloor. Ace president and CEO John Venhuizen says adoption of Hey ARMA! has varied, with some retailers embracing it early while some are still cautious. For stores using the technology, he says the biggest benefit has been the increase in employees’ confidence, which Venhuizen says makes associates more likely to approach customers, leading to greater engagement and potentially more sales.

Do it Best Group Introduces HardwareIQ

Do it Best Group also highlighted a similar focus on employee support at its 2026 Fall Market with HardwareIQ, an AI-powered employee assistant that connects to store information. The platform is designed to help associates locate products, check inventory and guide customers through projects. “This is an exclusive, home-grown, AI-powered tool developed by our team for the way independent hardware stores actually operate,” says Ken Widner, Do it Best Group chief information officer. “We built it because members told us they needed a faster way to help employees become knowledgeable, productive and confident on the salesfloor.” At the Fall Market, Do it Best announced a full launch over the Fall months, with future capabilities planned for ordering, task assignment and training.

HARDWARE RETAILING | November/December 2026

Orgill Focuses on the Technology Foundation For Orgill, supporting innovation starts with a strengthened system behind it. During the company’s technology symposium at the 2026 Independent Home Improvement Conference, chief information officer Sharms Bala showcased its roadmap for how to meet retailers’ business needs, rather than adding technology. “We take care of the complexity with simplicity. We want to make sure we are building for the business and not just a technology solution that we want to do,” Bala says. “In the next five years, we will focus on stabilizing the core, the foundation. Otherwise, if we don’t stabilize the foundation, we can’t get to where we need to go. I can add as many systems and capabilities on top of it, but if the foundation is not where it needs to be, we are not going to get there anyway.” Orgill also celebrated the first year of its Innovation Center by hosting a number of events throughout 2026 that highlighted other innovations, including digitized planograms, POS integration and electronic shelf labels.

Leadership Essentials Build conﬁdence, understand your leadership style and develop the foundational skills needed to grow as leader and lead others.

Leading Your Team Strengthen communication, improve employee engagement and learn practical strategies for developing a high-performing team.

Financial Management Gain a clearer understanding of retail ﬁnancial concepts and learn how to use key information to make smarter business decisions.

MERCHANDISING MANAGEMENT

Tactics for Store Operations

Training Built for Independents DESIGNED TO STRENGTHEN YOUR LEADERS AND YOUR BUSINESS The NHPA Foundations Program provides practical, accessible online training built speciﬁcally for independent home improvement retailers. Designed for current and emerging leaders, Foundations develops the skills to lead teams, strengthen operations and improve business performance—all through training that can be applied immediately.

Apply proven merchandising practices that improve the customer experience, strengthen execution and support sales.

MERCHANDISING MANAGEMENT

Strategies for Buyers Develop stronger buying, assortment planning and vendor management strategies to support proﬁtability and long-term growth.

Mentoring Learn how to build effective mentoring relationships that develop employees, transfer knowledge and strengthen your leadership pipeline.

COMING SOON

Explore the Foundations Program and enroll your team—scan the QR code or visit YourNHPA.org/Foundations.

Foundations of Succession Planning Prepare your business for the future with practical guidance for developing leaders, transferring knowledge and planning a successful transition.

NETWORK

Make a Plan CALENDAR

Visit YourNHPA.org/calendar to find more industry events online.

This index is provided for the convenience of our advertisers and readers. The publisher assumes no liability for errors or omissions.

Barr Brands ............................................................................................................................................................................................................................................................................................50 barrbrands.com Forney..........................................................................................................................................................................................................................................................................................................27 franklininternational.com House-Hasson.........................................................................................................................................................................................................................................................................................9 househasson.com Leviton .......................................................................................................................................................................................................................................................................................... 13 leviton.com Midwest Fastener ..................................................................................................................................................................................................................................................................... IFC-1 fastenerconnection.com NHPA Cost of Doing Business Study ..........................................................................................................................................................................................................................51 YourNHPA.org/codb NHPA Foundations ........................................................................................................................................................................................................................................................................53 YourNHPA.org/foundations NHPA RetailWise Plus ............................................................................................................................................................................................................................................................. BC YourNHPA.org/retailwise Oatey .............................................................................................................................................................................................................................................................................................37 Hardware Retailing Magazine 9/15/2026 1 1 8 0 1 1 8 0 oatey.com Eight times per year 8 Orgill ...................................................................................................................................................................................................................................................................................56-IBC $50 orgill.com Austin Vance 1025 E 54th Street Indianapolis, IN 46220

317-275-9400 Top Notch Distributors ................................................................................................................................................................................................................................................. 31 topnotchinc.com

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54 HARDWARE RETAILING | November/December 2026

RESEARCH

Fortify Your Business Strategy LAST WORD

Visit YourNHPA.org/codb to purchase your copy of the 2026 Cost of Doing Business Study today.

Know Your Numbers See How Your Business Compares With the Industry’s Benchmarking Tool

or more than 100 years, the North American Hardware and Paint Association’s Cost of Doing Business Study has provided detailed financial information from hardware stores, home centers, lumber and building materials (LBM) outlets and paint and decorating outlets in the U.S. that independent retailers can use to benchmark their business. Now available for purchase, this comprehensive report is the ultimate resource for financial benchmarking in the independent home improvement industry. “Taking part in gap analyses using the 2026 Cost of Doing Business Study has improved our operation’s bottom line by focusing on the matrices and indices that enhance pre-income tax profits,” says John Samore Jr., co-owner of Vermont Outlet True Value Hardware. “I compare our data

with the high-performing retailers’ numbers presented in the study. I conduct a gap analysis four times a year, honing in on sales, cost of goods sold, gross profit, sales per square foot, customer count and sales per customer. As a result of the most recent gap analysis, I’ve taken steps to improve declining sales, one of the operation’s major issues.” Don’t miss the opportunity to fortify your business strategy with data-driven insights. Visit YourNHPA.org/codb to purchase your copy of the 2026 Cost of Doing Business Study today and take the first step toward a more successful future. “I wish more companies knew and understood the intel gained from the Cost of Doing Business Study,” says Sherry Cothron, Coastal Nail & Tool Building Supply Center. “The results and data are priceless.”

Gross Margin After Rebate/Dividends Hardware Stores Typical: 42.7% High-Profit: 42.9% Home Centers Typical: 33.0% High-Profit: 32.7% LBM Outlets Typical: 30.2% High-Profit: 33.0% Paint Outlets Typical: 38.2% High-Profit: 38.2%

November/December 2026 | HARDWARE RETAILING

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Increase Your Team’s Productivity NHPA’s RetailWise Plus delivers training to boost selling skills, tighten store operations, improve safety and more. The library of 365+ two-minute lessons are built for independent hardware, paint and lumber retailers to ﬁt your schedule. No long classes, no complicated schedules. Increase your productivity, one lesson at a time.

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Cody Goeppner Director of Education and Training, NHPA

Hardware Retailing November/December 2026