Hardware Retailing January 2025

Crucial Conversations

How to Avoid the Pitfalls of Poor Communication

Page 18

See What’s in Store for the Industry in 2025 Page 24

3 Ways to Build Success in LBM

Page 46

Crucial Conversations

How to Avoid the Pitfalls of Poor Communication

Page 18

See What’s in Store for the Industry in 2025 Page 24

3 Ways to Build Success in LBM

Page 46

Nuts and Bolts

Construction & Anchors

Electrical

Plumbing

Sheet Metal and Wood

Specialty

Convenient Cut Case or Hanging Merchandise ProjectMaster™ Categories

Shelf Organization

Easy-to-Read Descriptions

Solution Based

Find-It-Fast™

High Res Graphics

Professional Selection

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

Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

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

NHPA CANADA

Michael McLarney, +1 416-489-3396, mike@hardlines.ca 330 Bay Street, Suite 1400 Toronto, ON, Canada M5H 2S8

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

Richard Jarrett, 314-432-7511, Fax: 314-432-7665

COMING IN FEBRUARY

Happy 125th Birthday NHPA!

It’s our birthday, and we want to celebrate with you! Next month, learn more about the storied 125-year history of NHPA. Get a closer look at the important events that impacted and shaped the independent channel and see how NHPA has contributed to the industry in meaningful ways.

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.

EXECUTIVE STAFF

PRESIDENT AND CEO

Bob Cutter

CHIEF OPERATING OFFICER

Dan Tratensek

CHIEF FINANCIAL OFFICER AND EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES

David Gowan

VICE PRESIDENT OF CONTENT DEVELOPMENT AND PUBLISHER

Scott Wright, swright@YourNHPA.org

CONTENT AND PRODUCTION

317-275-9400, editorial@YourNHPA.org

MANAGING EDITOR

Lindsey Thompson, lthompson@YourNHPA.org

MANAGER OF MARKETING AND PARTNER RELATIONS

Austin Vance, avance@YourNHPA.org

NEWS AND DIGITAL EDITOR

Jacob Musselman, jmusselman@YourNHPA.org

CONTENT DEVELOPMENT COORDINATOR

Annie Palmer, apalmer@YourNHPA.org

LEAD GRAPHIC DESIGNER

Autumn Ricketts

MARKETING AND DESIGN SPECIALIST

Olivia Shroyer

PRODUCTION AND DESIGN ASSISTANT

Samantha Mitchell

SALES & PRODUCTION ASSISTANT

Freda Creech

SALES

NATIONAL SALES MANAGER

Greg Cole gcole@YourNHPA.org | 317-775-2206

REGIONAL SALES DIRECTOR

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

ASSOCIATION PROGRAMS

800-772-4424, NHPA@YourNHPA.org

EXECUTIVE DIRECTOR OF RETAIL ENGAGEMENT & EVENTS

Katie McHone-Jones, kmchone-jones@YourNHPA.org

TRAINING MANAGER & EDITOR

Jesse Carleton, jcarleton@YourNHPA.org

RETAIL ENGAGEMENT SPECIALIST

Renee Changnon, rchangnon@YourNHPA.org

OPERATIONS COORDINATOR—ADVANCED EDUCATION AND TRAINING

Amy Hayes, ahayes@YourNHPA.org

Benefits of opening a new store. Our team will walk you through the entire process, helping with store design, demographics, core assort ments,

systems, and more!

Remodeling boosts bottom lines.

Maximize your retail sales area, while enjoying a fresh, new look! We do space and product analysis. Also, a CAD drawing is put together and customized for you.

With over 25 years of experience, our store-set team will use their expertise to make sure everything is converted with ease. They’ll help with P.O.S. systems, product buy-back, and more! Many conversion vendor deals are also available.

Your Message Across

Crossed wires of communication can wreak havoc on your relationships with your employees. Hear from retailers who have made productive communication a priority in their operations by following these five best practices.

Where We’re Going

Walk with us through the 2025 Market Measure report, an annual overview of the state of the independent home improvement industry. The report offers a look back at a year of changes, successes and challenges in the industry and shares insights into how things might change in the year ahead.

A Family Legacy

Meet Taylor Cox, the first military veteran and retailer who NHPA is highlighting as part of the Helmets to Home Improvement program. Part of a multigenerational home improvement operation, Cox also served in the U.S. Army and shares his journey from military to retail.

From mentors to revised online modules, learn how a manager at a lumber and design center overhauled the training program to improve how new hires are onboarded and enhance customer experience in LBM.

TAKING CARE OF BUSINESS

CONNECTIONS

Send Dan a Message dant@YourNHPA.org

Dan Tratensek

“Now is the time to expand your business network, make relationships with other retailers and help one another stay informed and vigilant about anything that could impact your business. ”

FROM THE ASSOCIATION

Stay Vigilant for What’s Next

WELL, WE HAVE REACHED the midpoint of the 2020s and what a wild ride it has been…pandemics, lockdowns, civil unrest, surging sales, skyrocketing inflation, supply chain disruptions, softening sales, pricing spikes and pricing dips. Add to this the news from a few months ago with the industry experiencing one of the biggest mergers in its history as Do it Best completed its purchase of a bankrupt True Value.

I don’t know who might have had all these things on their industry bingo card back in 2019, but if you did, you might plan a quick trip to Vegas in the New Year.

If you’ve been in this business for any length of time, you have come to accept that change is the one constant we all face. That being said, the amount of change and the frequency of the changes we are experiencing has been a bit overwhelming.

So, in an era where the country, the economy and the industry are all seemingly being tossed about like clothes in a washing machine, how do you prepare for this level and severity of shifts?

I don’t know that there is any simple solution, quite frankly. However, I do know that one bit of advice I would pass along, and that I try to practice myself, is to be vigilant.

In its simplest definition, vigilance means to be on the lookout for danger or for the unexpected.

OK, Dan, that’s great, but how?

I think, at its heart, being vigilant requires a certain level of skepticism. Skepticism not just in your own decisions but about the other things that are unfolding around you.

Now, more than ever, retailers cannot be content with living in their own bubbles. They can’t be content to keep their heads down and just keep an eye on their own operations.

Why? Because today we live in such an interconnected world that, in order to successfully run and manage our own businesses, we MUST stay vigilant about industry trends, industry relationships, employee issues and everything else that might impact our operations.

Now is the time to expand your business network, make relationships with other retailers and help one another stay informed and vigilant about anything that could impact your business.

This is the primary reason the North American Hardware and Paint Association (NHPA) exists—to marshal the collective insights and strengths of the thousands of independent retailers in this industry. With the New Year upon us, I implore you to take advantage of the resources we offer so you are as informed as you can be to handle whatever changes lie ahead.

Dan M. Tratensek Chief Operating Officer

BUILDERS

& CONTRACTORS TRUST TITEBOND

EDITORIALLY SPEAKING

Send Lindsey a Message lthompson@YourNHPA.org

Lindsey Thompson

“We’ll be honoring the perspectives of those who came before and casting a new vision for the future.”

FROM THE EDITOR

Rethinking Resolutions

IT’S THAT TIME OF YEAR AGAIN...time for making (and breaking) those New Year’s resolutions.

I love the principle of New Year’s resolutions, but don’t love the legalism of setting and trying to reach them. Just like we grow and change, our personal goals should evolve to match, which means that sometimes that New Year’s resolution just doesn’t get met. We’re all human after all.

A couple of years ago, a friend told me that instead of setting New Year’s resolutions, she chose a word of the year. Because it’s broad, a word of the year allows you to focus more holistically. Don’t get me wrong—I love a specific solid goal and checking it off, but I love how a word of the year encompasses all areas of your life to make comprehensive changes.

For 2025, my word of the year is “authentic.” I want to stop wasting energy on putting forth this image of perfection and become more comfortable in who I am, flaws and all. I want to do my best and always give my all, but stop getting so caught up in not being perfect. My goal this year is to be more authentic in all my roles—spouse, parent, employee, manager, friend, daughter, sister, aunt, coach, etc. And if I fail—which I most certainly will—I can rest knowing that authenticity beats out perfectionism every time.

If the North American Hardware and Paint Association (NHPA) could choose a word of the year for 2025, I think it would be “perspective.” This year, NHPA will be celebrating 125 years as THE trade association for the independent home improvement channel and as a staff, we will be doing a lot of looking back in order to move forward. We’ll be honoring the perspectives of those who came before and casting a new vision for the future with our members always top of mind.

It’s fitting that the feature stories this month all revolve around perspective. Starting on Page 18, two retailers share how to have crucial conversations with employees, which starts with reframing your perspective. This issue also includes highlights from the 2025 NHPA Market Measure (Page 24), which offers perspective into the past year and what the year ahead holds for the industry. On Page 40, read our first Helmets to Home Improvement profile, where retailer Taylor Cox shares his perspective on how his experience in the U.S. Army translated to his role in the independent channel.

Throughout the rest of the year, we’ll be sharing a unique perspective on the industry that will help you be better and more profitable. We hope you’ll come along for the ride.

Here’s to being authentic and having perspective in 2025. Happy New Year!

Lindsey Thompson Managing Editor

TRAINING

A Firm Foundation

Set your employees on the right path with NHPA Foundations of Retail courses. Learn more at YourNHPA.org/foundations

Meet Jared

Jared Brown is a director with The Aubuchon Co. He has a degree in kinesiology and biomechanics from Miami University and came to Aubuchon in 2015 from the banking world. Jared grew up in Ohio and moved to Massachusetts in 2012, where he currently lives with his wife and daughter. At Aubuchon, he is involved in inventory planning and forecasting, margin management and retail pricing and process improvement and operations. Jared has been integral in streamlining and modernizing Aubuchon’s inventory management strategies after the company closed its distribution operations and transitioned to a supplier-based model.

Email jared.brown@aubuchon.com

LinkedIn Jared Brown

Crucial Conversations: Accountability, Candor and the Power of Silence

As leaders, the words we speak—and the ones we don’t—carry weight. In my experience, the subtleties of silence, inaction and the way we police our own tone can make a significant impact, sometimes in ways we don’t anticipate. I’ve learned that when you don’t openly complain, people may assume the opposite: that you support or approve of what’s going on, even if that’s not the case. This misinterpretation is a lesson in how easily assumptions can form, especially when we don’t communicate with the directness and clarity that accountability requires. Gandhi is often misattributed with the quote, “Be the change you wish to see in the world.” However, this is an oversimplification of a much longer statement ending with “...we need not wait to see what others do.” The completeness of his statement offers a deeper understanding of leadership and the call to action—we as leaders need not wait for the world to change around us. The irony that his broad and formal statement was boiled down and potentially misunderstood is not lost on me!

In the face of ambiguity, leaders must take responsibility not only for their actions but also for what goes unsaid and unacted upon. Silence, hesitation and inaction can often speak louder than words, and as a new leader, I’m discovering how much more scrutiny is placed on both what I say and what I don’t. I’ve come to realize that our actions—or lack thereof—are equally telling, and it’s a balancing act to remain authentic while being mindful of the impression we create.

For leaders, especially those new to formal leadership roles, this challenge is magnified. The very act of questioning our own actions, tone and silence is crucial, but how do we do this without losing our authenticity or becoming overly self-policing? How do we ensure that our candor remains intact while maintaining the necessary professionalism and self-awareness our teams need to feel supported and understood?

This is where true self-accountability lies: In recognizing that our leadership is not only defined by what we say, but also by how we listen, observe and respond—or choose not to respond. It’s about creating a space where candor is balanced with empathy and where silence becomes a powerful tool, not a passive choice. As I continue to navigate this transition, I’m learning that leadership isn’t just about saying the right things, but also knowing when and how to speak up, step back and lead through example.

Jared Brown Director The Aubuchon Co.

The Right Recipe

Discover five ingredients that make up one restaurateur’s “secret sauce” of customer service at hardwareretailing.com/secret-sauce

TRENDS

SERVICE

Strategies

3 TIPS TO IMPROVE CUSTOMER EXPERIENCE

IN AN AGE of retail where consumers have countless choices on where to spend their money, retailers need to focus on offering a high level of customer service in 2025. According to the Qualtrics 2025 Consumer Trends Report, 53% of consumers who have a bad shopping experience cut back on their spending with that business.

What’s the Problem?

45%

of consumers attribute communication problems as part of poor experiences

HOW TO IMPROVE

Offer various ways to connect with customers, from digital options like email and social media to traditional avenues such as flyers and newsletters.

37%

of consumers attribute pricing concerns as part of poor experiences

HOW TO IMPROVE

Provide customers with the ability to earn rewards for money spent in your store to create a better experience for your customers and build a loyal following.

Source: 2025 Qualtrics Consumer Trends Report

21%

of consumers attribute post-purchase support as part of poor experiences

HOW TO IMPROVE

Solicit customer opinions of your business. Seek input through online surveys, newsletters, emails and face-to-face interactions.

NEW PRODUCTS

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.

Gas Concrete Saw

The Klutch 6030948 Gas Concrete Saw delivers precision and efficiency for cutting stone, brick, tile and more. The saw features a durable 14-inch diamond-tipped blade for long-lasting performance. Powered by a 4.7 horsepower, 74cc 2-stroke engine, it offers a 5-inch cutting depth, 8,000 RPM speed and a compact, portable design.

GREAT NORTHERN EQUIPMENT | gnedi.com

Rotating Paint Sprayer Extension Pole

The patented iSpray 360 ® from Monkey Rung Products is a durable and lightweight paint pole that extends 44 inches with a control arm, allowing for precise movement of the spray tip in any direction during use.

MONKEY RUNG PRODUCTS | monkeyrung.com

Cabinet Pull

The Emtek Select Round Smooth Cabinet Edge Pull comes in seven finishes and is sold as a complete set, including screws. The bar pull can be customized to be knurled or smooth and is available in multiple widths.

EMTEK | emtek.com

Hanging Strap

The Easy Hang from VELCRO is a 24-inch adjustable strap with a weight limit of 250 pounds. The strap can be cinched to secure items and is built with a rust-resistant carabiner for indoor or outdoor use.

VELCRO | velcro.com

Back Scrubber

The Back Scrubber from Tooletries is a 100% silicone body scrubber that helps unclog pores, exfoliate skin and boost circulation. It can be used with any body wash and includes a hook for storage.

TOOLETRIES | tooletries.com

Abrasive Attachment

The Abrasive Point from Dremel is a bullet-shaped abrasive point used for deburring or paint removal without removing the base material. Spinning at 20,000 revolutions per minute, this attachment can be used on stainless steel, cast iron, silver, steel, brass and more.

DREMEL | dremel.com

Rolling Cart

The Starplast 3-Tier Multipurpose Rolling Cart features equally distributed storage bins, allowing for quick item access. It features smooth rolling casters that swivel 360 degrees for easy transportation and can be assembled with no tools required.

STARPLAST LLC | starplast.com

Exterior Door

The Winslow Flush-Glazed 3 Panel from Masonite is a fiberglass door with multiple color, finish, size and configuration options. The flush-glazed fiberglass door is durable, low maintenance and resists dents. It can withstand harsh weather and is backed by a limited lifetime warranty.

MASONITE | masonite.com

All-Terrain Dolly

The Rhino Cart is a rugged all-terrain moving cart designed to carry up to 2,000 pounds with eight urethane wheels. The cart can expand from 6 inches up to 46 inches to accommodate items of all sizes. The cart is made in the U.S. and comes with a one-year warranty.

RHINO CART | rhinocart.com

Press Tool

The RIDGID RP 115 Mini Press Tool is a small and light press tool designed for residential and lightweight commercial plumbing use. It can press ½-inch to ¾-inch copper, stainless steel and PEX fittings. The RP 115 has a SlimGrip handle with an optimized trigger for balance and control. It also includes the RIDGID full lifetime warranty.

RIDGID | ridgid.com

Bike Chain Lubricant

The Dry Bike Lubricant from Gear Hugger is a 3.2-ounce, USDA-certified 97% biodegradable bike lubricant made from a plant-based formula. The lubricant is made to be applied to a chain before a ride and helps repel dirt and reduce friction.

GEAR HUGGER | gear-hugger.com

Job Site Light Kit

The LED Balloon Light Kit from Volterrex is a portable work light that produces up to 19,000 lumens covering 11,000 square feet. The kit includes multiple mounting options and a remote to change the light settings. Each stand extends to 6-feet tall and includes a carry bag.

VOLTERREX | volterrex.com

Level Up Your Merchandising

Hands-On Training and Expert Insights from the North American Hardware and Paint Association

Join Foundations of Merchandising Management Live! on March 18-19, 2025 in Las Vegas at NHS—the industry’s premier annual event. Develop new skills and learn how to optimize the performance of inventory and retail selling space.

Takeaways

Comprehensive sessions led by industry experts on essential topics like:

• Visual Merchandising Standards and Store Design

• Promotional Space Management

• Resets and Remodels

• Assortment Planning and Category Management

• Vendor Relations

• Merchandising and Marketing Key Benefits &

• Learn how to work a show and maximize your time at NHS with guidance from retail experts

• Connect with fellow retailers, instructors and vendors and leverage your networking opportunities

• Earn a certificate in merchandising from NHPA upon completion.

Leading Communication

Managers share insights on the importance of communication as a leader at hardwareretailing.com/communication-management

VOICE Find Your

5 Keys to Bolster Communications With Your Employees

BY LINDSEY THOMPSON

They said what?! The game of telephone can produce hilarious results, but in real life, ineffectual communication can cause major issues, whether it’s a relationship with a significant other, among friends or between coworkers.

According to Forbes Advisor’s The State of Workplace Communication in 2024 report, 89% of workers reported that ineffective communication negatively affected them. Of those employees affected, 50% said poor communication impacted job satisfaction, 49% said it affected their productivity and 42% said it increased their stress levels.

The same report found that for over 40% of workers, poor communication reduces trust both in leadership and in their team, making it crucial for independent owners and

managers to make communication a priority in their operations.

When an operation is dealing with communication problems, it becomes harder to address difficult situations and have those tough conversations that are guaranteed to occur. As you consider your own communication strategies and evaluate what communication looks like in your operation, two retailers shared with Hardware Retailing the ways they effectively communicate with employees and teach their employees to constructively communicate in the workplace, especially when it comes to challenging situations or difficult conversations.

Tap into these five best practices to improve your operation’s communication and avoid the pitfalls of poor communication.

Open Dialogue

For Matt's Building Materials co-owner Isaac Smith (right), effective communication starts with listening first.

EDUCATION

Learning To Be a Leader

Discover how to become an effective leader through the NHPA Foundations of Leadership courses. Learn more at YourNHPA.org/foundations

Be Consistent and Intentional

For Matt’s Building Materials, which has over 200 employees across three locations in Pharr, San Benito and Palmview, Texas, consistency and intentionality are key to effective communication, especially when addressing difficult conversations.

Isaac Smith, who co-owns the operation with his father Danny and brothers Ben and Jeremy, says store managers hold team meetings several times a week. Leadership gets together every Monday morning to address any issues from the previous week and prepare for challenges that might occur in the coming week. The leadership meetings have a loose agenda and are more laid-back so even the most reserved team members have a chance and are comfortable speaking up. Everyone has about five to seven minutes to share to keep the meetings on topic and honor everyone’s time.

“I prefer the beginning of the week for these meetings because we’re closed on Sunday, so we get a chance to reset and relax, and then everybody hits the ground running Monday,” Smith says. “Because so much communication takes place during these meetings, we highly encourage taking notes and have a moderator to keep everyone on track. If there are specific issues or topics anyone needs addressed that we don’t need to discuss in front of the whole team, we table those topics to talk through at a later time.”

Follow-up throughout the week creates consistency. Smith says managers are constantly connecting with one another on any issues or questions that came up in the leadership meetings.

“With these meetings, we try to set the tone for the rest of the week, starting each week consistently with sharing of ideas and solutions,” Smith says. “Issues are more likely to get resolved when we are persistently addressing them each week. Those voids in communication are where problems can creep in. If you don’t have an effective communication plan in place with your team, you’re definitely going to see and feel those difficult moments even more.”

At Matt’s Building Materials, managers get together weekly to discuss challenges and opportunities and share ideas with one another.

Dealing With Difficult Customers

While this article focuses mainly on challenges and conflicts among employees, Isaac Smith, co-owner of Matt’s Building Materials, and Jen Pratt, store manager of Boone Paint & Interiors, also share insights on dealing with difficult customers.

At Matt’s Building Materials, all employees are taught and encouraged to understand the three things every customer wants: to be heard, to be understood and to be served. To deliver in these three areas, employees must pay attention, focus and listen carefully, be patient and empathetic and show love, respect, kindness and grace. They are also trained to follow “Matt’s 10 Golden Rules of Customer Service.”

Major tenants of the rules include acknowledging and greeting all customers, treating others the way you want to be treated, putting in 100% effort and over communicating every step.

“If employees follow these to a T, it will solve probably 99% of customer issues,” Smith says. “Even though it’s not rocket science, most of the time we miss the mark, so we consistently talk through the rules and how employees can apply them, not only to work but in their personal lives. I think that speaks volumes that we want our employees to grow at work, but also see growth in their personal lives.”

For employees at Boone Paint & Interiors, Pratt says the employee handbook explicitly advises what the standard operating procedures are for most given situations. Employees read over the handbook and ask any clarifying questions. Training also includes working through different scenarios the employee may encounter and how to handle them.

“We further advise employees that if they end up in a situation that makes them uncomfortable, endangers them or isn’t reaching a resolution that they need to reach out to the manager on duty or upper management to step in,” Pratt says.

Employees at Matt’s Building Materials are trained to pay attention, focus and listen carefully and be patient and empathetic.

People First

OPERATIONS

Communicating for the Future

Follow these four steps to communicate effectively during the business succession process at hardwareretailing.com/effective-communication

Listen First

While there is no easy answer to communication challenges, Jen Pratt, general manager of Boone Paint & Interiors, focuses on not just hearing—but listening—to her employees, and teaching employees to do the same with one another, especially during conflicts. Pratt manages all three locations of the operation: Boone, Banner Elk and Hickory, North Carolina.

“Listening means your posture is open with no folded or crossed arms. You are quiet and not trying to talk on top of the person or argue,” Pratt says. “I take a step back, keep my mouth closed and listen to the information that is being brought to me. This strategy allows the person who is communicating with you to have their time to explain and not be interrupted. It also allows that person to feel heard and understood, which in most instances calms the interaction.”

After listening to the information that has been communicated to you, Pratt says it is crucial to take a pause to digest it and not immediately react with emotion. After you pause, reiterate and express back the information you have been told to reassure the employee you fully heard what they are trying to convey.

“The pause is important to show that person you really heard what was being brought to you. If it’s a heated debate or an emotional issue, you have that pause to collect cohesive thoughts that are void of inappropriate emotion before responding,” Pratt says. “Oftentimes, people react to comments before digesting them, which results in impulsive reactions or words that can escalate an issue.”

After she pauses to digest what she just heard—which can take minutes, hours or even days—Pratt says she offers a controlled, neutral and firm response.

“A controlled response is one that is non-emotional, not rash and free of favoritism,” she says. “Stay objective, but neutral. When encountering an upset or hostile individual, don’t allow emotion to take over and become combative in return, which will, without a doubt, cause the interaction to go south.”

Pratt worked in law enforcement for over 12 years before joining her father in the family paint business. She was trained to de-escalate situations with difficult or combative individuals, and her experience in retail isn’t that far removed from her time in law enforcement, she says.

“I know from experience in both this line of business and my prior one that people want to be heard and they want to be valued and listened to,” Pratt says. “If you can reserve your natural impulses to respond immediately and really take a step back to acknowledge what you are being told, then you can calm most any situation.”

Coach and Correct

Connected to deliberate listening, Smith says he and other leaders take the approach of coaching while correcting.

Smith uses a platform called Jotform, where he has built a feedback form for managers to use when they need to address an issue with an employee, such as coming into work late or using a cell phone when not permitted. The form includes the name of the employee, an explanation of the issue, any training that took place or needs to occur to rectify the issue and the date and time. Both the manager and the employee sign the form. Having a written record of incidents is also helpful in addressing those situations in the future.

“It only takes about three minutes to fill out, but it allows every manager to be aware that an incident occurred and provides context on how it was addressed through coaching and training,” Smith says. “This tool also allows us to see—in one place—every incident and how each was resolved so similar incidents can be handled in the same way in the future.”

Pratt also approaches communications training with a mindset of coaching. Employees at Boone Paint & Interiors take part in online training to garner knowledge about the products and services they will be providing customers. However, they learn communication skills on the job. Pratt assigns every new employee a manager to shadow and observe how to handle various situations and interactions. Then leadership coaches the employee about the elements of the situation—how it was handled and how it could be handled differently—and get their opinion on what they may have done differently.

“This, in my opinion, is the best way to train a new employee,” Pratt says. “A real world example is going to win over reading an article or listening to someone present this information to you. Nothing will beat personal experience.”

Being able to experience different communications scenarios in real life has been instrumental in all employees improving and building their skills, Pratt says. She realizes that no amount of coaching is perfect, however.

“Above all else, we stress to our employees that when they find themselves in a difficult situation they do not know how to address, then they need to get a manager or myself,” Pratt says.

Stay Positive and Show Grace

Establishing consistent positive communication can take the edge off difficult communications. When communication is overwhelmingly positive, it allows employees to head into tough conversations with a better attitude, which can make all the difference.

Smith says he uses BAND, a free app that facilitates communication among groups, to promote positivity. Everyone in the company has access to Matt’s Building Material’s BAND page, so if an employee makes a great sale or a customer leaves an excellent review, managers can make note of it for all employees to see.

Every manager, team lead and sales team member is required to post at least once a week. Employees can also post something positive or encouraging about a fellow staff member anytime.

“I wanted a place where we could exclusively communicate positivity,” Smith says. “We have company emails, Jotform and WhatsApp for other communications, but I wanted it to be a place where we could promote birthdays, anniversaries and other high points that intentionally encourage and build up.”

Along with positivity, offering understanding is crucial to getting through sticky conversations. Showing grace doesn’t mean excusing every wrongdoing or avoiding difficult communications—these need to be dealt with for an employee to grow—but Smith says leaders can get so wrapped up in what went wrong that they forget each employee is a human being.

“Sometimes the issue at hand isn’t the real issue, and we need to get to the root of the problem,” Smith says. “As an owner, I think it’s important to make sure our employees understand we care about them, we’re

empathetic to their needs and will be there for them during the tough times.”

Pratt says Boone Paint & Interiors is a “doors always open” company, and leadership strives for open dialogue.

“We believe in strong communication that goes both ways,” she says. “We value anything our employees have to say and try to be open to changes and create a harmonious work environment.”

Incorporate Into Your Culture

Quality communication needs to be ingrained in the company culture and values. At Matt’s Building Materials, leaders follow “Danny’s Leadership Legacy,” named after owner Danny Smith. The seven core leadership goals included in “Danny’s Leadership Legacy” cover several aspects of communication and motivate leaders to build up and encourage, coach and correct daily and over communicate with one another and their employees.

“From being consistent to coaching and correcting, all of these best practices are wrapped in our core leadership values,” Smith says. “So often, when conflict comes, it’s because we lose sight of those leadership legacy points and our customer service goals. If we stay focused on our mission and values, we do a much better job at communicating effectively. We’re not perfect of course, but by keeping an eye on our goals, we can do our best.”

Boone Paint & Interiors general manager Jen Pratt (left) approaches communications training for employees with a mindset of coaching.

2025

THE INDUSTRY’S ANNUAL REPORT

By Dan Tratensek, Chief Operating Officer, North American Hardware and Paint Association

As 2023 was winding down, many of us held high hopes that 2024 would mark the year for a return to upward momentum in the industry. Following the outsized growth the industry experienced during the pandemic and the marked retreat recorded in 2023, most industry watchers were bearish but optimistic about the industry’s potential this year.

In fact, the North American Hardware and Paint Association (NHPA) team anticipated modest growth for 2024 of 0.9%. It only took the first three months of the year to realize these hopes for growth likely would not materialize.

Adverse weather during Q1, combined with inflation and persistently high interest rates, all proved to be a strong barrier to growth in the early months of 2024. Spring didn’t bring much relief as these conditions persisted. By midyear the industry was posting sharply down from expectations, and we were tracking a year-over-year decline of about 4.5%.

Even though the numbers we saw coming in were concerning, like many other analysts, we saw a parting of the clouds on the horizon. As inflation eased and the Fed began targeting interest rates, we remained confident the direction of the industry would change heading into the second half of the year. So far, this prediction has been somewhat mixed. The third quarter did show slower declines for the industry, but the interest rate cuts we had anticipated would provide a kickstart for sales failed to make the impact we had hoped.

Even with these headwinds, many of the industry’s largest players were pleasantly surprised by their Q3 results. Home Depot and Lowe’s both revised their full-year guidance up and Ace Hardware was comping better than expected for the quarter.

Now, as the fourth quarter has wrapped up (though we are still awaiting financial reports at the time of this

analysis) the outlook for 2024 isn’t as bleak as it was six months ago. As it stands, NHPA is tracking industry sales to be down by about 3.4% versus 2023.

Moving ForwArd

With 2024 in the rearview mirror, we are more confident the industry should return to positive growth over the next 12 months.

Some of the factors influencing this prediction include a continually improving economy, further projected interest rate cuts and pandemic-related product sales are likely reaching the repurchase phase.

Beginning in 2025, we are predicting modest growth for the industry of about 2.1%. The analysts at the Home Improvement Research Institute (HIRI) are charting a more aggressive growth pattern for the year of 3.9%.

Of course, there are multiple factors that could influence this growth. The first is the continued decline in interest rates and inflation. These two factors go somewhat hand in hand, so if inflationary pressures creep back in, the Fed will likely be hesitant to trim rates further. Should this happen, we will likely see growth sub 2%.

All in all, it is a relatively encouraging picture for the industry. Even with a downward cycle over the past two years, the industry started this decline from a much higher platform: Sales from 2019-2022 increased by more than 30%.

Despite two years of backward movement, the home improvement industry remains strong.

Read all the highlights from 2024 and Dan’s outlook for 2025 by downloading the full Market Measure report at YourNHPA.org/market-measure

2023-2028

Top Chains: Individual Performance

≠ Paint Stores Group in U.S. and Canada stores only

*Source: National Retail Federation Top 100 Retailers 2024 List

^Includes Petsense by Tractor Supply locations

Sources: Company reports and NHPA research

Source: NHPA calculations

Market Share Profile

U.S. Home Improvement Industry Sales

Home Improvement Product Sales Performance

Home Improvement Retail Sales

2024 Financial Profiles of Leading Publicly Held Chains

Source: Company annual reports

≠ Paint Stores Group in U.S. and Canada stores only *Includes regional distribution centers (RDCs), flatbed distribution centers (FDCs), import distribution centers (IDCs), bulk distribution centers (BDCs), cross-dock terminals (XDTs) and Fulfillment Centers (FCs)

MARKET SLOWS NORTH OF THE BORDER

Provided by Michael McLarney, President, Hardlines Inc.

After a year of correction or “normalizing” for the Canadian industry in 2023, following 34% growth through the COVID-19 pandemic years (2020, 2021 and 2022), the continued slowdown north of the border proved frustrating for dealers and vendors alike.

In 2023, Hardlines calculated that the Canadian retail home improvement industry was $58.637 billion Canadian dollars—or $44.261 billion U.S. dollars, measured by the June 30, 2023 exchange rate.

After a slow year in 2023—down 3.7% versus the high-water mark of Covid-stimulated 2022—the performance of the industry continued to stay sluggish throughout 2024.

The publicly-traded majors—The Home Depot and Lowe’s in the U.S. and Canadian Tire in Canada—all announced their results throughout the year as being consistently flat or down by as much as 4%.

Those numbers reflected the continued economic downturn as consumers slogged through the post-pandemic malaise of higher interest rates, consequently slowed housing markets and inflation. Those trends persisted through 2024, sharply curtailing consumer spending—all factors that had a direct impact on sales for independents.

Canadian retail home improvement industry in 2025. There will be a slight increase in sales expected in 2025, as housing starts gradually pick up and interest rates keep dropping, though it will be at a slower rate than previously anticipated.

Examining the industry by store format, building centers are expected to be the strongest format through the rest of 2024, though their growth will be very small, at 1.3%.

Traditional hardware stores will also hold their own. This will be due to their convenience factor, as well as their role as a destination for many for the affordable repairs and home improvement projects—such as paint—that are more popular among consumers during inflationary times.

As of publication, there are still several weeks left in the year, and the big-box format is expected to take a hit from cautious consumer spending throughout 2024. Canadian results will be in line with U.S. big-box forecasts of -3% to -4%. Based on its results during the year, and its own forecasts for year-end, Canadian Tire is expected to remain flat or experience negative sales.

Regionally, there are several strong areas of Canada showing growth, including western Canada, especially Alberta, and Atlantic Canada. But Ontario, which contains almost 40% of Canada’s GDP, is a major exception to that trend. That province, which accounts for fully one-third of retail home improvement sales in Canada, is slower, and it is suppressing statistical growth for the entire country. Quebec remains soft as well.

Michael McLarnery Executive Vice President HARDLINES INC.

As a result, the forecast remains sluggish for the sales performance of the

Home Depot Canada will continue to ride out the soft spending environment. Its efforts to capture more pro sales will fuel its recovery in 2025. Home Hardware, Canada’s biggest group of independent dealers, represents both building centers and traditional hardware stores. Its growth will be a stable bellwether of the industry’s direction through the rest of 2024 and into the year ahead, but it is still expected to experience flat or slightly negative growth in 2024.

RONA, with its mix of building centers and big boxes, will feel softness from its large format stores, recently rebranded RONA+, while the smaller corporate stores and the affiliate, or dealer-owned, outlets will manage flat to slightly positive growth.

For the in-depth report on the Canadian market, download the full Market Measure report at YourNHPA.org/market-measure

STACKING UP AGAINST THE COMPETITION

DIVE INTO THE ANNUAL BENCHMARKING STUDY

The 2024 Cost of Doing Business Study presents the North American Hardware and Paint Association’s (NHPA) annual financial and operational profile of independent hardware stores, home centers, lumber and building materials (LBM) outlets and paint and decorating outlets from around the U.S.

This study assesses the financial performance of home improvement retailers who graciously submitted confidential financial reports for fiscal year 2023 to NHPA. The study presents composite income statements and balance sheets plus averages for key financial performance ratios.

The data is segmented for hardware stores, home centers, LBM outlets and paint and decorating outlets. In each segment, data is presented for the typical store, for high-profit stores, for single-unit and multiple-unit companies and for sales volume categories. In addition, there is a five-year historical trend for typical stores in each segment, including paint.

Retailers can use this data to measure their own performance against industry averages. The data develops benchmarks retailers can use to establish financial plans to improve profitability.

Methodology

The annual Cost of Doing Business Study is made possible through the cooperation of hardware store, home center, LBM outlet and paint and decorating outlet owners and managers who provide detailed financial and operational information on their individual companies.

Questionnaires were mailed to a sampling of hardware stores, home centers, LBM outlets and paint and decorating outlets in the U.S. to collect detailed financial and operational information for 2023.

The analysis in this report is the result of extensive review by NHPA. All individual company responses are completely confidential. Most of the figures in this report are medians. The median for a particular calculation is the middle number of all values reported when arranged from lowest to highest.

The median represents the typical company’s results and is not influenced by extremely high or low reports. To determine high-profit stores, all participating companies were ranked based on operating profits. The high-profit companies in each

segment are those that make up the top 25%. The figures reported for each of the high-profit segments represent the median for that group.

While reviewing the numbers on the following pages, it is extremely important to note that each year, this report contains figures from a different sample group of stores. That means overall figures have the potential to vary widely from year to year based on the respondent group of stores participating each year. We use year-to-year comparisons to illustrate general trends over time, not to draw specific year-over-year conclusions.

In this year’s study, 1,096 independent home improvement stores participated, which represents a 2.9% decrease from the prior year, but is the fourth highest since the study began.

Below are highlights from each of the four industry segments from which NHPA collects data.

Hardware Stores

While all home improvement segments were down in comp sales, hardware fared the best only being down 0.7%. However, sales per store ($3,348,407) and sales per customer ($37) set all-time highs for the study.

Home Centers

Comp sales were down 5.04% but up roughly this same amount in the prior year. Customer count dropped for the third year in a row, but the more concerning issue is it reached the lowest level since 2016. At the same time, sales per customer reached an all-time high of $81.

Lumber and Building Material Outlets

Comp sales were down 9.64%, the most of any segment after being up 9.88% in the prior year. To demonstrate this, sales per store ($9,122,209) was the lowest level since 2019, but annual customer count (46,743) was the highest since 2014.

Paint and Decorating Outlets

Comp sales were down 5.6%, which is almost identical to what this segment was up in the prior year. Customer count was up 18.2% with sales per customer down $50 or 21%.

Hardware Stores

Lumber and Building Material Outlets

Paint and Decorating Outlets

Where to Buy This Study

Look for the submissions for the 2025 Cost of Doing Business Study to open soon. By participating in the survey, you’ll get a free copy of the 2025 Cost of Doing Business Study ($499 value), a personalized financial analysis with your company’s financial results compared to industry averages, a what-if scenario generator to calculate how small changes can make a big impact and your company’s financial ratios and other financial metrics. It’s free, easy, confidential and only takes a few minutes to complete.

THE END OF HISTORIC GAINS

When examining data reported by independent home improvement retailers over the past 18 to 24 months, it’s evident that most retailers surveyed are coming down off the historic performance gains experienced during the pandemic. For example, two years ago when asked about year-over-year changes in sales performance for the third quarter of 2022, just 16% reported sales declines, compared to 63% who saw sales increases during that timeframe. In the third quarter of 2022, three out of four (75%) Independent Retail Index participants reported increases in transaction size, while no one (0%) reported average ticket declines for that period. Fast forward two years to Q3 2024 and the script has been flipped based on the survey responses from independent home improvement retailers.

Change in Total Comp Store Sales for Q3 (YoY)

For top line sale results, 28% of retailers saw year-over-year sales growth in Q3 as opposed to 48% who saw sales declines over the same period. This mirrors 2023’s comp sales performance for the quarter. However, this figure was significantly lower than the 63% of independent retailers who experienced growth in Q3 of 2022. On average, total sales decreased by 1.5% year over year for Q3, which was a slight improvement compared to Q3 2023 where 2.7% reported sales declines.

When asked about their thoughts on how Q4 2024 sales would shape up, 41% of survey respondents said sales revenue would be much or somewhat lower on a year over year basis, compared to 18% who said sales would be much or somewhat higher for Q4 2024.

Change in Transaction Count for Q3 (YoY)

More than twice as many retailers reported transaction count declines in the third quarter of 2024, with 51% reporting decreases in year over year transaction counts, while 23% reported year over year increases for Q3. On average, retailers experienced a 0.5% decline in year over year transaction counts in Q3 2024. While still a decrease, this represents the smallest decline in transactions since Q4 2022, which saw a 0.1% average reduction.

When asked their thoughts on anticipated Q4 transactions counts, it was evenly split, with 26% reporting they would be much or somewhat lower on a year over year basis, compared to 28% who said it would be much or somewhat higher for Q4 2024.

Participate in the Independent Retailer Index

The Independent Retailer Index, a project produced in partnership between the North American Hardware and Paint Association (NHPA) and The Farnsworth Group, serves as a regular measure of the independent channel’s performance. The index tracks quarterly changes in various business areas including:

• Total sales

Transaction count

Inventory investment

Cost of goods

• Gross profit margins

• Future expectations

• Investment plans: inventory, staff, property, plant and equipment and technology solutions

Reports are published each quarter and all data is presented in aggregate. Download the reports and learn more on how to participate at YourNHPA.org/retailer-index or scan the QR code below.

See other key KPIs from the Independent Retailer Report by downloading the full Market Measure report at YourNHPA.org/market-measure

RESEARCH

Download the Data

Access the most recent Independent Retailer Index report to compare your operation quarter to quarter at YourNHPA.org/retailer-index

Where Investment Dollars Will Go in 2025

When asked what investments they are likely to make over the next 12 months in the areas of inventory, technology solutions and staff expenditures, independent retailers noted the following areas where they wanted to focus on in 2025.

TECHNOLOGY SOLUTIONS

STAFF/EMPLOYEES

INVENTORY

Source: NHPA & The Farnsworth Group Q3 2024 Independent Retailer Index Report

2025 HOME IMPROVEMENT FORECAST: KEY TRENDS

Provided by Dave King, Executive Director, Home Improvement Research Institute

There’s good news for retailers of home improvement products. Recent reporting from the Home Improvement Research Institute (HIRI) indicates that investments in home renovations are set to increase in 2025 and beyond.

Let’s explore the key indicators from HIRI’s Economic & Industry Update that contribute to the positive forecast.

Economic Indicators

The economic backdrop heading into 2025 includes insights into potential consumer behavior. The Consumer Price Index (CPI), which measures the change in prices paid by consumers for goods and services, increased by 2.5% year-on-year as of August 2024. This moderated inflation hints at an improvement in purchasing power, potentially fostering more favorable spending conditions.

However, consumer sentiment presents a nuanced picture. The University of Michigan’s Consumer Sentiment Index climbed by 3.2% in September, suggesting optimism, even as the Conference Board’s Consumer Confidence Index dropped by 6.5% in August. This divergence underscores the complexity of consumer perspectives, influenced by both short-term pressures and longer-term optimism.

Impacts of Federal Interest Rate Cuts

In November 2024, the Federal Reserve announced its second interest rate cut of the year, aimed at easing borrowing costs. This reduction will continue influencing consumer spending into 2025, particularly in sectors reliant on financing, such as home improvement. Lower rates help make home equity loans and refinancing more affordable, encouraging homeowners to invest in upgrades. This may increase demand for big-ticket projects and boost business for retailers. Retailers can capitalize on this by offering in-store financing and/or partnering with financial institutions to make large purchases more accessible.

Drivers of Home Improvement Activity in 2025

In addition to economic indicators, two major factors within the housing market will likely influence the nature of home improvement in the coming year.

1. Aging Housing Stock: Homes built decades ago are becoming outdated and require renovations or maintenance, especially to meet safety codes and energy efficiency standards.

2. Housing Supply Shortage: Due to limited housing inventory, demand remains high for both new builds and existing homes, pushing home prices up. This results in the locked-in effect, when homeowners choose to invest in renovations to enhance their current homes instead of upgrading houses.

Retailers should consider aligning their marketing messages to resonate with homeowners who are looking to “stay and upgrade” rather than move. This can include promoting products and services that create long-term value, comfort and energy savings.

The Best Is Yet to Come

As homeowners continue to prioritize improving their homes, spending on maintenance and repair is expected to steadily increase in the coming years. HIRI’s outlook for 2025 remains cautiously optimistic as economic factors, consumer trends and market drivers continue to shape the home improvement market.

Looking even further into the future, the home improvement market is expected to experience steady growth, averaging around 4% annually and leading to a robust market that’s estimated to top $600 billion by 2028 based on HIRI’s October 2024 Size of Market Report. For more effective strategic planning, join HIRI to get access to HIRI’s Size of Market report every quarter.

About HIRI

The Home Improvement Research Institute (HIRI) is the only nonprofit organization dedicated to home improvement research. The organization empowers its members with exclusive, ongoing home improvement data and information for making better business decisions. Members are the home improvement industry’s leading manufacturers, retailers and allied organizations. Learn more at hiri.org

Consumer Price Index (CPI)

Sep22Oct22Nov22Dec22Jan23Feb23Mar23Apr23May23Jun23Jul23Aug23Sep23Oct23Nov23Dec23Jan24Feb24Mar24Apr24May24Jun24Jul24Aug24Sep24

The U.S. Bureau of Labor Statistics Consumer Price Index (CPI) increased by 2.5% year-on-year as of August 2024.

Source: U.S. Bureau of Labor Statistics

Consumer Market Growth by Category

Abanner year for Ace Hardware, 2024 marked 100 years in business for the co-op, which celebrated the milestone anniversary throughout the year. Ace stores around the U.S. hosted anniversary events and Ace Hardware launched Vintage Threads,™ a collection of high-quality shirts and hats that feature historic logos from Ace Hardware’s history.

Ace retailers and guests experienced a record-breaking Fall Convention, capped off with a performance by country music superstars Zac Brown Band. During the Fall Convention, Ace Hardware unveiled ELEVATE3 Ace— a new experiential store concept that will roll out at new and existing stores over the next five years—in a 13,000-square-foot Store on the Floor.

In 2024, Ace Hardware launched Loud Mouth Barbeque, a lineup of barbecue sauces and seasonings aimed at redefining the grilling experience, oversaw the expansion of Ace Hardware Home Services to over 5,000 zip codes with a branch in each of the 48 continental U.S. states and entered into a multiyear agreement with ServiceMaster Brands, a franchise provider of needs-based residential and commercial services in the restoration, cleaning, moving and bioremediation industries.

Ace Hardware’s total domestic store count was 5,093 at the end of the third quarter of 2024, which was an increase of 150 stores from the third quarter of 2023. At the beginning of 2024, Ace set a goal of opening 200 new stores and beat that goal with the addition of over 210 stores during the year.

Dive deeper into each wholesaler’s year-in-review by downloading the full Market Measure report at YourNHPA.org/market-measure

Do it Best leaned into its growth strategy in 2024, closing one of the biggest deals in decades with its purchase of True Value in November after True Value filed for Chapter 11 bankruptcy in mid-October.

In May, Do it Best merged with United Hardware, enhancing efficiency, adding buying power and driving store growth for previous United Hardware dealers and Do it Best members alike. The merger expanded membership by over 20% and added a ninth distribution center.

In June, Do it Best announced several critical upgrades to its e-commerce services and in August, the company announced the second-highest member rebate in its history. The enhancements included a free rental equipment module that integrates with stores, making it easier for customers to access rental equipment, opportunities to sell convenience lumber online, marking a groundbreaking opportunity unmatched by other distributors, and personalized instant rebate options that boost customer engagement and tailor the experience based on insightful data.

In a show of solidarity to the independent channel and its retailers, Do it Best sponsored the music and entertainment for The Independents Celebration at the 2024 Independent Home Improvement Conference. As a wholesale sponsor of the conference, Do it Best also organized several partner events.

The focus on growth was seen at both markets, especially the Fall Market, which included 120 new vendors, a record over the previous one met at the Spring Market, and 3,000 new items added since the spring.

Prior to the purchase by Do it Best, True Value marked several highlights in 2024, including purchasing its first corporate-owned store in Palatine, Illinois, and receiving the inaugural “ESG and Community Award” for its EasyCare paint line. True Value also launched its “Hardware Hero” campaign that ran in almost all 50 states and connected consumers with hyper-local product solutions at their specific community store.

Planning for its largest spring market ever, Do it Best will bring together Do it Best and True Value on March 21-23 in Orlando, Florida, under the theme “Bigger. Stronger. Faster.” The event will be the most expansive buying event in company history.

All attendees will be invited to a special evening celebration at Universal Studios, and the Do it Best and True Value Spring Market will also include a special welcome reception for True Value retailers on the evening of March 20, designed to familiarize them with the market experience and provide all the tools they need to maximize their participation.

“We’re proud to host this incredible event in a way that celebrates the combined strength of Do it Best and True Value,” says Do it Best CEO Dan Starr. “This market represents everything that makes us bigger, stronger and faster together. I can’t wait to welcome our members and retailers to Orlando.”

In April 2022, Distribution America and PRO Group Inc. joined forces to become Hardlines Distribution Alliance (HDA). Since its formation, HDA has harnessed the purchasing power of both groups and has tirelessly worked to streamline merchandising, accounting, marketing and advertising services to offer the most efficient programs to members and partners.

HDA has over 60 distributor members, over 400 vendor partners and thousands of independent retailers in its network. Additionally, HDA boasts over $7 billion in purchasing strength, and its distributor members serve all 50 U.S. states, Canada, Central America, the Caribbean and Mexico.

In 2024, HDA hosted two conferences, the Group Merchandising Conference (GMC) and the Executive Planning Conference (EPC). The 21st annual GMC took place in Indianapolis for the first time. Attendees of the sold-out event took part in new events—including a new vendor preview with 31 new vendors—and took part in over 1,300 pre-scheduled meetings with vendors and enjoyed networking receptions.

In November, HDA welcomed members to the EPC in Tucson, Arizona, which included a vendor showcase where new vendors highlighted products and their company in addition to scheduled meetings, a golf tournament, receptions and the featured item area.

Throughout the rest of the year, vendor partners work directly with the HDA merchandising team to match them with the right distributor members, building a program that fosters success within the network and helps them utilize advertising and promotional communications to reach multiple audiences.

Steve Synnott Chief Executive Officer HARDLINES DISTRIBUTION

North American Hardware and Paint Association

(NHPA): What are some critical areas of focus for HDA going into 2025? What is the anticipated impact or benefit for your customers?

Steve Synnott (SS): One of the overall missions of HDA is to deliver valuable programs for our member distributors. In 2025, HDA would like to focus on programs that have promotional purchasing and selling opportunities across the markets our members serve in the hardware, lawn and garden, paint sundries and farm and ranch categories. These opportunities drive business growth and in turn positively impact our vendor partners and the thousands of retailers in our network.

NHPA: What are the biggest challenges for the independent channel in 2025?

SS: One of the biggest challenges in our channel is ongoing supply chain disruptions and the loss of a giant wholesaler at the end of 2024. In addition, we anticipate changes in access to credit as the economy grows and sees better housing starts.

NHPA: What are the biggest opportunities for the independent channel in 2025?

SS: Independent distributors and retailers are uniquely poised to cater product mixes to meet local demands and regional preferences and react to weather events. That flexibility allows the communities in which the independent channel serves to find the assortments and products that appeal to them while allowing the consumer to support local businesses.

The year started with a bang with Orgill’s 2024 Spring Dealer Market. Along with Market deals and pricing, attendees enjoyed educational sessions, a new Farm and Pet showcase and a chance to walk full-size stores to see how merchandise, assortments, signage and displays come together to create a world-class in-store experience. During the Spring Dealer Market, Orgill launched Impact eCommerce, a new e-commerce program that addresses the challenge Orgill faces serving dealers of different brands, sizes and markets selling different assortments and running different POS systems.

Orgill opened a state-of-the-art distribution center in Tifton, Georgia, which includes a number of advanced technologies such as robotics and updated systems.

Throughout the year, Orgill’s finance and HR departments continued driving innovation and operational excellence through strategic investments in technology, infrastructure and data-driven tools, while the sales team stayed committed to understanding the unique needs of independent home improvement retailers, tailoring support to each customer and market.

In 2024, Orgill’s subsidiary, Tyndale Advisors, increased its focus on growth for its store signage program to cater to a diverse range of dealers, both large and small, ensuring each store can effectively communicate with its customers through high-quality, customized signage.

Bringing together the independent channel for a night of fun, Orgill hosted The Independents Celebration at the 2024 Independent Home Improvement Conference, and as a wholesale sponsor, Orgill organized several partner events for attendees.

President & CEO

North

American

Hardware

and Paint Association (NHPA): What are some critical areas of focus for Orgill going into 2025?

Boyden Moore (BM): Orgill will strive to continue to grow and capture market share, especially supporting former

True Value Dealers who are in need of a dependable and quality distributor. We want to exceed industry standards for service quality, continue to develop the most efficient distribution center (DC) network in the industry and lead tech advancements in both retail and DC sectors. There will be a focus on innovation, and we plan to establish a competitive edge through the utilization of innovation initiatives like CNRG as a retail lab and the new Orgill Concept Center.

NHPA: What are the biggest opportunities for the independent channel in 2025?

BM: When you look at what has happened in the industry over the last five years, there are definitely some great opportunities for independent retailers in this channel. In order to take advantage of those opportunities, however, they have to be willing to accept that the market has changed. Consumers are overwhelmed by choices for just about everything. Because of that, they are looking to do business with retailers who truly understand their needs and who make the shopping experience not just easy but also pleasant. This means retailers who are willing to take a close look at the unique needs of the markets they serve, find the gaps in products and service and then address those gaps with their product and service offerings can see a tremendous upside.

NHPA: What is one of the biggest challenges for the independent channel in 2025?

EVP of Marketing & Communications ORGILL

Greg Stine (GS): When you talk about the challenges facing independent retailers in this channel, you really have to start with their ability to maintain the scale necessary to compete with some of the big players in the industry. No single independent operation likely has the resources to match big boxes when it comes to things like e-commerce, advertising, market research or technology. So, that’s one area where it is so critical that independent retailers find the right industry partners to work with.

Greg Stine

Boyden Moore

ORGILL

LIVING A LEGACY

Taylor Cox Follows Family Footsteps in Military, Retail

BY LINDSEY THOMPSON

Growing up fascinated by his grandfathers’ stories of military service, Taylor Cox leaned in early to a career in the military, attending West Point and serving in the U.S. Army from 2008 through 2016.

“My one grandfather was a U.S. Navy seaplane gunner and crewman in World War II and my other grandfather was a U.S. Air Force maintenance officer,” Taylor says. “I always knew I wanted to push myself to my limits and give back through military service.”

In the U.S. Army, Taylor served in a variety of roles and ranks, finishing as a Captain. During his time of service, Taylor says he enjoyed the overall sense of mission and the importance of his jobs and role as a soldier.

“Other highlights from my time in the military include the bonds I forged with others through shared hardship and the pride I felt serving my country,” Taylor says.

As much as he loved and appreciated his time in the military, as his initial service obligation was coming to an end, Taylor decided he didn’t want to work for another large corporate organization and saw an opportunity back in his family’s business. At that time, he was serving at a large military headquarters with a 15,000-soldier division and was exhausted by the bureaucracy and office politics.

Showing Our Gratitude

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

New 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.

To honor the ongoing impact military veterans make throughout the home improvement industry, NHPA is launching the Helmets to Home Improvement recognition program, with the National Hardware Show as the program’s official founding sponsor and venue partner. The program will officially kick off at the 2025 National Hardware Show in Las Vegas and culminate with a gala event to honor the industry’s military veterans in person at the 2026 National Hardware Show.

The idea for the program came from NHPA national sales manager Greg Cole, a veteran of the U.S. Marine Corps, whose story is just one of many shared by veterans working in the home improvement industry.

“I believe it is time for veterans to be recognized for the contributions they are making in the home improvement industry and in our communities. Veterans fought for us and have played, and continue to play, a significant role in shaping our nation’s history and future,” Cole says. “We must never forget their sacrifice, dedication and commitment to our country. The Helmets to Home Improvement program will be one way we can honor those who served.”

“I wanted to be somewhere I could have a greater impact and be my own boss,” Taylor says. “I wanted the opportunity to be a small business owner, so I asked my father if I could work for him at Cox Hardware & Lumber to see if I would like it.”

Founded in 1946 by Taylor’s great-grandparents, Henry and Mary Cox, and grandfather, Lloyd Cox, Cox Hardware & Lumber focuses on basic hardware offerings, lumber and building materials and industrial supplies. During his own time in the military, Henry saved up enough money to start Cox Hardware & Lumber. The business was then passed to Lloyd and then Taylor’s father Virgil.

“When I left the military, it didn’t take long for me to realize I enjoyed working back in the family business,” Taylor says. “After a year, I agreed to learn and grow the business

from my father, with the end goal of taking over the business and becoming the fourth-generation family owner.”

Growing up in the industry, Taylor says his dad never put any pressure on him or his sister to join the family business.

“I worked in the store over several summers, but never felt like I had to pursue working there as a career,” Taylor says. “Our father understood how hard retail is, and he never pushed us one way or another.”

From Tanks to Tools

Currently, Taylor is the company’s vice president and inventory manager, focused on purchasing, growth and pricing.

“My favorite part of my job now is the freedom to make decisions with little overhead. I have opportunities to succeed or fail and learn from both,” Taylor says. “I always

love the opportunity to meet with our customers every day and help them accomplish their goals.”

Taylor has also taken advantage of his military experience in his role as an independent retailer.

In the military, Taylor led several small units and gained experience in small-unit leadership, which has translated to the store.

“From having subordinates and understanding your responsibilities as a leader to being able to relate to people and showing servant leadership, all of these soft skills I learned in the Army have been crucial in my role now,” Taylor says. “My leadership roles in the Army taught me how to navigate people.”

Other experience he gained in the military that has been helpful in retail is understanding operational and strategic goals and having a positive outlook.

“Even when bad things happen, I tell folks, ‘It could always be worse!’” Taylor says.

Along with Taylor, Cox Hardware & Lumber has employed other veterans over the years and utilized their unique skills.

Veterans are accustomed to engaging in hard work and sacrifice, following irregular schedules, tackling unexpected tasks that come up throughout a day, doing physical labor and working with their hands, all qualities that are highly sought after in retail, Taylor says.

“They are also able to think outside the box to accomplish the mission, and they make great team players,” he says.

In the end, veterans are looking for what most employees are—a fulfilling career with opportunities to advance and give back to the community.

“If I were to work for some large company, I would just be a guy in a suit who doesn’t see a lot of impact,” Taylor says. “I like to see the actual effects of my efforts. I really like to help people.”

THANK YOU TO OUR PROGRAM SPONSORS

CATEGORY

SPOTLIGHT

ASSOCIATION

Train

Them Up

Learn how licensing from NHPA can improve your business through industry-specific training courses at YourNHPA.org/licensing.

BUILDING BETTER

HOW A LUMBER CENTER OVERHAULED TRAINING TO IMPROVE ITS CUSTOMER EXPERIENCE

BY JACOB MUSSELMAN

Building an effective employee training program is integral for the success of your business and expanding your team without one can cause more harm than good.

At Southside Lumber & Design Center, located in Herrin, Illinois, manager David Gamble is revamping his employee training, specifically in his lumber and building materials category, one that can be challenging for new hires.

Recognizing the Need for Change

The current training program at the store relies heavily on pairing new hires with seasoned employees to learn the ropes on the job. While this mentorship approach provides valuable hands-on experience, it’s led to inconsistencies in training progress. Gamble, a student in the North American Hardware and Paint Association (NHPA) Retail Management Certification Program, used the program’s coursework to analyze these shortcomings. A major piece of the Retail Management Certification Program includes students identifying an aspect of their business and developing a business improvement project to address it.

Building It Right

Southside Lumber & Design Center supplies materials for new builds, ranging from single family homes to commercial projects.

Critically thinking about how his store approaches training, Gamble’s business improvement project focused on making his training program more well-rounded and expansive for the overall operation but specifically for the operation’s building materials category.

Southside Lumber & Design Center sells everything from wood framing for houses to shingles and siding to cabinetry hardware, so Gamble’s employees need to be well-versed in all aspects of homebuilding.

“I realized our training needed to be more structured and comprehensive,” Gamble says. “We’re not just hiring people to fill positions—we’re preparing them to succeed in a complex, evolving industry.”

Historically, the store has sought applicants with prior farming or construction experience to reduce training time. However, Gamble noticed this approach limited his hiring pool, especially as workforce demographics shifted. Today, he says fewer applicants have hands-on experience in lumber and building materials.

The shift prompted Gamble to embrace a broader hiring strategy, focusing on equipping employees with the skills and knowledge needed, regardless of their background.

Building a Well-Rounded Program Gamble’s focus on enhancing his store’s training program stems from a desire to ensure his employees are as versatile as the store itself.

“We have a little of everything,” Gamble says. “There’s not much we don’t have, and if we don’t, we’ll order it.”

Gamble’s revamped training program addresses multiple facets of employee development. The first step immerses new hires in the store environment, beginning with a store tour and a scavenger hunt-style exercise to familiarize them with the layout and product categories.

Delivering on Customer Service

While training is important, finding other ways to set your business apart from the competition is also a part of finding success in the lumber and building materials category.

Southside Lumber & Design Center has relied on delivery service to set itself apart. Their operation delivers around 60 orders daily, and ensuring every customer receives their order on time is integral for success.

“Our customers favor cost over everything,” Gamble says. “These contractors can’t leave a job site, so they pay extra to have their orders delivered because they need to keep their business running and rely on us to help them.”

Southside Lumber & Design Center manager David Gamble (left) and owner Kent Smith are refreshing employee training in LBM to improve customer service.

Forklift Training

The revised training program at Southside Lumber & Design Center will integrate both online learning modules and hands-on experience. For forklift training, Gamble says new hires will first watch a video, then pass a written test before passing a hands-on skills test to ensure safe operation.

This activity ensures employees understand where to locate items and how the store flows, creating a foundation for efficient customer service.

The next step in the new training program involves employees diving into tailored online training modules based on their roles, including NHPA’s Building Materials Retailing. The course covers basic product knowledge in eight core building materials departments. Lumberyard employees receive training that walks them through the steps of building a house.

“We don’t just teach them to locate materials—we help them understand the why and how of those materials being used,” Gamble says.

After the new employee has finished their initial training, Gamble’s final step is for the employee to be assigned a mentor in their specialized area to guide them as they continue working. By assigning the new employee a mentor in their department, that one person is in charge of their training, rather than whoever is available.

“We’ve been doing this new training program for a while, but this project is formalizing it,” says Kent Smith, owner of Southside Lumber & Design Center. “When a new hire comes in, a calendar is made and we pair them with an available mentor. This program will help them grow in their roles.”

Safety is another cornerstone of Gamble’s program. Lumberyards come with inherent risks, and Gamble’s updated training emphasizes safety protocols and best practices to minimize accidents and ensure employees feel confident in their roles.

Part of Gamble’s lumberyard safety training includes NHPA’s forklift training and refresher course. Both courses help employees meet OSHA training requirements for forklift operations.

Although the new training program is still in its implementation phase, Gamble expects the overhaul to be operational early this year.

“Better training leads to better customer service, which directly impacts our business’s success,” Gamble shares. “When customers trust that our team knows what they’re doing, they keep coming back.”

A Look Ahead

The price of framing lumber decreased across the board throughout the end of 2024. Despite the decline, lumber prices are 15.8% higher year over year, according to the National Association of Home Builders (NAHB). Hardware Retailing has compiled the top factors impacting lumber prices in 2025. See what’s shaking up the industry this year.

HOUSING MARKET DEMAND

In the U.S., rising interest rates and inflation have shrunk the housing market, even though there is a shortage of around 4 million homes.

MILL OUTPUT

Curtailments and closures of lumber mills have restricted the supply, which keeps lumber prices high. At the end of 2024, Canfor Corp., the fourth-largest softwood lumber producer in North America, announced the closure of two mills in British Columbia and the curtailment of mills in the southern U.S. As lumber prices have dropped, some mills have become unprofitable.

SUPPLY CHAIN AND ENVIRONMENTAL DISRUPTIONS

In 2024, wildfires curbed lumber production. These natural disasters, combined with labor shortages, have made it challenging for companies to keep up with demand. The ongoing conflict in Ukraine has increased the demand for North American lumber and with threats of rail and port strikes, transportation in 2025 could be more of a challenge.

ECONOMIC FACTORS

High interest rates combined with inflation are driving up lumber prices across the board. From production to transportation, everything is more expensive. Economists are cautiously optimistic that inflation will ease through 2025.

Source: First Alliance Logistics Management

RESOURCES News to You

The new year brings more news! Subscribe to our newly launched daily newsletters at hardwareretailing.com/subscribe

What You Need to Know in January

Become a VIP at NHS With the Hosted Buyer Program

Don’t miss this opportunity to experience the National Hardware Show (NHS) as a VIP. The Hosted Buyer Program is open to any independent retailer who has buying power at their retail store. Perks include two complimentary hotel nights at Resorts World, an invite to the VIP networking event and access to the VIP Lounge. Learn more at nationalhardwareshow.com

Elevate Your Employees’ Potential in the New Year

Designed specifically for independent home improvement retailers, the North American Hardware and Paint Association’s (NHPA) Retail Management Certification Program (RMCP) equips students with the knowledge and skills to drive sales growth and increase profitability. With a new, streamlined format and pricing for 2025, it’s easier than ever to attend the industry’s premier retail management program. Join more than 300 retailers who have successfully graduated and taken their careers to new heights. Visit YourNHPA.org/rmcp for more information and to enroll in the 2025 class today.

NHPA Celebrates 125 Years of Business

Celebrate with NHPA all yearlong! In 2025, NHPA is celebrating 125 years serving the independent home improvement channel. Don’t miss a look back at the highlights from NHPA’s storied history and hear how NHPA has made a positive impact in the industry. Plus, look for special merchandise and ways to celebrate throughout the year.

INDEPENDENT HOME IMPROVEMENT CONFERENCE

Unlock Success at the 2025 IHI Conference

After the success of the 2024 Independent Home Improvement Conference, the North American Hardware and Paint Association and The Hardware Conference are excited to extend an invitation to all independent home improvement retailers to join us for the 2025 event. This year’s conference will take place July 30-31, 2025, at the JW Marriott Orlando Grande Lakes.

Why

You Should Attend

Engaging keynotes from industry innovators

• Targeted educational sessions to address your biggest challenges

• Unparalleled networking opportunities to connect with key decision-makers

Entertainment and activities in a vibrant Orlando setting

Learn more at 2025.ihiconference.org

This premier event, designed exclusively for the independent home improvement channel, brings together thought leaders, industry experts and top industry peers to help you strengthen your operations, expand your network and discover new growth opportunities. Join hundreds of independent retailers committed to strengthening their businesses and shaping the future of our industry. Don’t miss out on this must-attend event!

JANUARY

House-Hasson Winter Dealer Market

January 31-February 1 | NASHVILLE, TN

Orgill Spring Dealer Market

February 20-22 | NEW ORLEANS, LA

NAHB International Builders’ Show

February 25-27 | LAS VEGAS, NV

Kitchen & Bath Industry Show

February 25-27 | LAS VEGAS, NV

The Inspired Home Show

March 2-4 | CHICAGO, IL

Ace Hardware Spring Convention

March 4-6 | SAN ANTONIO, TX

LMC Annual

March 6-8 | PHOENIX, AZ

PACOA Spring Dealer Market

March 15-16 | FLUSHINGS, NY

National Hardware Show

March 18-20 | LAS VEGAS, NV

Blish-Mize Spring Market

March 20-22 | OVERLAND PARK, KS

Do it Best & True Value Spring Market

March 21-23 | ORLANDO, FL

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

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

RESOURCES

Learning to Lead

NHPA’s Retail Management Certification Program offers targeted education for retailers entering new leadership roles. Learn more at YourNHPA.org/rmcp

Effective Communication Steps to 4

In the home improvement industry, many operations are multigenerational family businesses with traditions that impact decision-making. Sometimes tradition and discomfort about change can get in the way of starting conversations about the future.

Hardware Retailing spoke with retail communications consultant Courtney Ramsey on how to get over the hurdle of starting those conversations.

Ramsey says addressing core issues impacting small businesses shouldn’t be delayed because of someone’s unwillingness to have the conversation.

While approaching difficult conversations head-on is challenging, it often leads to the best results for everyone involved. Take the next steps in communicating by reviewing Ramsey’s tips to communicate effectively during the process.

“Coaching leaders to success in communication all boils down to one thing: Getting them to actually have the conversation. Finding the courage to initiate the conversation is often the hardest part.”

—Courtney Ramsey, Retail Communications Consultant

Be Vulnerable

Begin tough conversations by sharing your intent; it helps the other person understand where you’re coming from and can prevent a lot of miscommunication. State your true feelings about the situation and why you want to have a conversation. Invite the person to a conversation instead of telling them they are going to talk to you

Know Your Audience

When it comes to having a difficult conversation, be aware that what the other person says could set off your emotions. Set a plan to maintain your composure if that happens. Be sure to also consider the other party’s feelings and be prepared to mitigate disagreements.

Start Discussions Early

Realize that you’ll never feel ready. No one wakes up one day with a new sense of confidence or feels ready to bring up difficult topics. You’ll always question the timing, but you have to take the first step and initiate the conversation. The longer you wait, the less time you have to do it right.

Focus on Commonalities

Discovering the common goals and strategies each party has for the business is a strong first step to smoothing out challenges. If you have different priorities, make a plan to talk about why those components are important to you.

Elevate Your Operations

Join us for two days of education, networking and growth opportunities at the 2025 Independent Home Improvement Conference in Orlando

Why Attend?

• Gain actionable insights from engaging keynote speakers and industry innovators

• Learn new strategies with 30+ targeted breakout sessions designed for independent retailers

• Expand your network with 800+  home improvement industry peers

• Enjoy a world-class, family-friendly venue in vibrant Orlando, FL

Who Should Attend?

and

The 2025 IHI Conference is designed for independent hardware and home improvement retailers looking to strengthen their operations, explore new business opportunities, and grow their networks.

Scan the QR code to join the waitlist for the 2025 Home Improvement Conference

Don’t Miss the 2025 Orgill Dealer Market

Join us this February in New Orleans to experience nearly 1 million square feet of innovative retail solutions, exclusive products, promotions, and industry-leading workshops. Connect with top vendors, retailers, and retail experts, and see firsthand how Orgill can drive your business forward. Whether you're a valued Orgill customer or exploring new opportunities, our commitment to your success has never been stronger. Don’t miss this chance to discover how Orgill can fuel your growth!