Rappor t That Lasts
Rappor t That Lasts
LAST CHANCE TO NOMINATE
DEADLINE MARCH 29, 2026
Over three decades, NHPA’s Young Retailer of the Year Awards program has recognized retailers under 35 who lead with impact, drive results and inspire their teams. Your nomination helps highlight the next wave of industry leaders.
Don’t Wait: Nominate a Standout Leader
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Editor and Director of Content Development
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SALES
Jordan Rice 217-808-1641 | jrice@YourNHPA.org Regional Sales Director
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CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665 gcscs8@gmail.com
COMING IN MAY
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.
Next Gen Growth
In the May issue of Paint & Decorating Retailer magazine, we’ll take a look at retailers who are connecting with the next generation—both employees and customers—through creative marketing, fun events and meaningful operational processes to promote growth now and into the future.
PAINT & DECORATING RETAILER
Paint & Decorating Retailer (ISSN 0011_8910), Copyright © 2025 by the North American Hardware and Paint Association (NHPA), is published four (4) times per year (January, April, July, October) by the North American Hardware and Paint Association, 1025 E 54 St, Indianapolis, IN 46220.
Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50/year. Canada $75/year. All other countries $110/year. Single copy $7. The Annual Report issue can be purchased for $30.
Business and Editorial Offices: 1025 E 54 St. Indianapolis, IN 46220
Accounting and Circulation Offices: The North American Hardware and Paint Association, 1025 E 54 St., Indianapolis, IN 46220. Call 317-275-9400 to subscribe.
Periodicals postage is paid at Indianapolis, IN and additional mailing offices.
POSTMASTER: Send address changes to Paint & Decorating Retailer, P.O. Box 16709, St. Louis, MO 63105-1209.
NHPA EXECUTIVE STAFF
Bob Cutter CEO
Scott Wright President & Publisher
Dan Tratensek Chief Operating Officer
David Gowan
Chief Financial Officer & Executive Vice President, Business Services
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia
EXECUTIVE VICE CHAIRMAN
Ash Ebbo, Clement’s Paint, Austin, Texas
IMMEDIATE PAST CHAIRMAN
Ned Green, Weider’s Paint & Hardware, Rochester, New York DIRECTORS
Christian Herrick, Randy’s Do it Best Hardware, Jackson, Virginia
Michelle Meny, Meny’s True Value, Jasper, Indiana
Jeremy Peterson, Family Hardware, Florida
Katie Prus, Abbotsford Paint and Decorating, British Columbia, Canada
Michael Sacks, FLC Holdings, LaGrange, Texas
Emily Wood, Wood’s Ace Hardware, Bolts & Brews
SECRETARY-TREASURER
Bob Cutter, NHPA President & CEO
NHPA CANADA
EXECUTIVE ASSISTANT
Rebekah Doerksen
Supply-Build Canada
Direct: 204.953.1692 | Cell: 204.990.3536 Toll-Free: 1.800.661.0253 ext. 103 102-226
20
United Together
Bringing together the channel from all corners, the 2026 Independent Home Improvement Conference is the place to learn, grow and connect. Learn more about how the IHI Conference unites the channel under one roof and the ROI you’ll achieve by attending.
24
Window of Opportunity
According to the Home Improvement Research Institute (HIRI), exterior projects are frequently completed alongside other exterior work. Learn how that bundling behavior creates opportunities for cross-category merchandising with exterior paint, trim and adjacent façade upgrades. DEPARTMENTS
Connecting With Customers
Selling paint is all about building relationships and knowing your customers’ needs beyond
Always Ready, Always There
Learn how U.S. National Guard veteran Tim Kromholtz uses the many valuable skills gained during his time in military service to advise and lead his team today as chief information officer at Ziegler Lumber Company.
including their families, hobbies and favorite drink. Learn from fellow retailers who have built a strong culture of building strong customer relationships. 32
Win With Wallpaper
Discover how one retailer has built a thriving wallpaper category by creating a dedicated inventory space, using transparent pricing policies and offering flexible customer service.
Dan Tratensek dant@YourNHPA.org
“When I look at progressive business owners and how they approach their roles and responsibilities, their dedication to ongoing education is fundamental to their success.”
FROM THE ASSOCIATION
Be a Lifelong Learner
When most anyone talks about education, they are usually referring to old-fashioned, classroom-style book learning. The older I have gotten, the more I have come to recognize that education comes in many forms and learning by rote is just one of them.
The pursuit of knowledge also isn’t something that ends when you are in your late teens or early twenties—it is a lifelong process. You learn by reading on your own, you learn by talking to others, you learn by traveling and experiencing different cultures.
For any individual, the pursuit of lifelong learning opportunities should be a priority but even more so if you are the steward of a business.
A few weeks back I had the opportunity to travel to Germany and attend the International Hardware Fair in Cologne. For those of you who aren’t familiar with this event, it is the largest hardware trade fair held in Europe and occurs every two years.
I traveled overseas on the heels of attending several stateside buying shows, and attending each of these events was incredibly educational.
Talking with vendors, distributors, retailers and industry professionals is enlightening, encouraging and eye-opening, as is the experience of going to new places, seeing new faces and experiencing different world views. I couldn’t imagine a life without seeking out these kinds of opportunities.
When I look at progressive business owners and how they approach their roles and responsibilities, their dedication to ongoing education is fundamental to their success.
Waking up, drinking the same coffee, going to the same office, talking to the same people, while comfortable, will only yield the same results day after day, week after week, year after year.
While I am still high on the insights I yielded while traveling to different shows and different countries, I want to encourage everyone who reads these pages (another form of lifelong learning) to seek out new opportunities as much as possible.
Go to different shows, travel to visit different stores, read books and engage with other business leaders.
This industry has great opportunities, like distributor markets, shows like the National Hardware Show or International Hardware Show and the Independent Home Improvement Conference, to spread your wings.
Not only will this kind of ongoing education and experience broaden your horizons, it will help your business and probably be a lot of fun along the way!
Dan M. Tratensek Chief Operating Officer
“We are at our best when we act as stewards and caretakers of our communities. And for NHPA, our community is you.”
Stewards of our Communities
It has been a bustling spring market season for all of us here at NHPA. In the past few weeks we have attended the House-Hasson Market in Nashville, the Orgill Dealer Market in Orlando, the Lancaster Show in Orlando, the Ace Convention in Louisville, the Do it Best and True Value Market in Denver, the Blish-Mize Market in Kansas City and the ALLPRO Show in Orlando. We wrapped up the spring season at the newly imagined National Hardware Show’s new Concept to Commerce event in Las Vegas.
It’s good to report that these events were all well-attended and retailers seem to be off to a pretty good start for the first quarter of 2026. Many say they benefited from the various winter weather events that have bolstered January and February sales.
Our education and editorial teams gave presentations at most of these events on topics like NHPA research, AI and even the state of the industry. Other team members covered these events as they happened in Paint & Decorating Retailer’s weekly e-newsletter.
From our “non-denominational” seats in the crowd, we heard very positive messaging from industry leaders, some declaring they are “The Hope for Independents” while others say they are “The Champion of Independents.” It’s all great to hear because it’s inspirational and motivating to the independents flying their banners. And we all can use a little more inspiration and motivation these days.
It got me thinking: what would NHPA’s “battle cry” or guiding principle be as it pertains to how we serve independents? What is a fitting mantra for your association? Please email me your thoughts at swright@YourNHPA.org. I would love to hear from you.
What I came up with is NHPA is the “Steward of the Independent.” Not as catchy or inspirational, I know, but I’m shooting for accuracy here.
As an industry trade association that has served independent hardware stores, home centers, lumberyards and now paint stores for 126 years, we have always brought together independents from all different banners, from every corner of North America and retailers of every shape and size to help you become better and more profitable merchants.
The word “stewardship” conveys that we exist for the benefit of you. The current caretakers of our founding charter, we are simply the latest generation to be entrusted to serve this large, very diverse and very fragmented group of independents any way we can.
Our cause is noble, just like it is for our 35,000 members and constituents across North America, who are stewards of the communities they serve. The same thing that makes you different from your chain competition is what makes us different from our competition in the media world, as well as in the education space we inhabit.
As stewards, we look at things differently, which permeates the editorial in our print and digital publications. It echoes through the curriculum of our educational programs. It reverberates in how we conduct our roundtables. It’s enmeshed in the content of our events, such as the 2026 Independent Home Improvement Conference (IHI), which will take place in Orlando from July 28-30.
Just like when this month’s cover retailer, Jonathan Jasik from Sarasota Paint, attended our retail management school in 2019, there’s usually a lightbulb moment when they discover just how big this industry is, and it usually comes when they meet the retailer sitting next to them flying a different banner and discover they are more similar than different.
They leave as fellow independents who have spent time breaking bread and sharing solutions to similar challenges. This is what provides hope knowing that we are at our best when we act as stewards and caretakers of our communities. And for NHPA, our community is you.
Scott Wright President and Publisher
THE BEST PAINT JOBS START WITH
INDUSTRY
EVENTS
Where the Channel Connects
Be sure to add the 2026 Independent Home Improvement Conference to your calendar. Learn more at IHIConference.org
Meet Jared Brown
Jared Brown is the director of business intelligence for The Aubuchon Co. He has a degree in kinesiology and biomechanics from Miami University and came to Aubuchon in 2015 from the banking world. 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. Jared is at 2023 graduate of NHPA’s RMCP class, graduating with honors.
CONNECT
jared.brown@aubuchon.com
Jared Brown
FROM THE INDUSTRY
We’re All in This Together
Navigating the world of retail, I’ve come to realize that managing conflicts, especially with vendors, salespeople and your own team, is not just part of the job—it’s an art. Whether you’re dealing with a change in sales mix, unexpected problems with a product line or personnel performance, it’s rarely you against the “person responsible.” It’s both of you against the problem.
One of the common, instinctive approaches is to address the problem head on, which usually means talking to the responsible person. Now, depending on your angle of approach, this can feel like an attack to this person. Immediately putting someone on the defensive is like drawing a line in the sand. You’re positioned opposite this person instead of alongside them.
I’m certain we’ve all been on the receiving end of this too, where someone comes in hot and fast to address their concern with something you worked on. It doesn’t feel good, and you spend more time breaking down these walls and getting to the issue than you do working on the solution. Context matters. Tone matters.
Over the years, I’ve used this phrase more times than I’d like to count, and it’s often my last resort to get a little support: “S—t flows downhill, and we’re both here at the bottom.” It’s usually when I’m down to the 11th hour, reaching out to people I’ve never met, looking for a little support from someone else with skin in the game. I’m not sure why, but some of my closest friends and allies have been made in these times.
I could have approached those moments like a traditional you versus me conflict, but instead, I took away the fight by taking away the adversary. A much stronger fight is us versus the monster.
“We’ve learned that we’re all in this together—striving to serve our customers, support our communities and safeguard our bottom lines.”
Perhaps it’s the fear of failure or the shared desire to not let people down that unites us, especially in the home improvement industry. The last handful of years have indeed been a whirlwind of challenges: tariffs, COVID, vanishing manufacturers and mounting wage pressures. These hurdles have continually tested our resilience and adaptability. You’d think, with all these curveballs, our collective batting average would have improved by now. And in many ways, it has. We’ve learned that we’re all in this together—striving to serve our customers, support our communities and safeguard our bottom lines. It’s in these trying times that the true essence of collaboration shines through.
We realize that what truly matters is not how fiercely we can argue our point, but how effectively we can work alongside others to navigate these rough waters. This approach not only helps us tackle the immediate challenges—be it poor sales or a misunderstanding with a vendor—but also fosters a sense of unity and partnership.
Jared Brown Director of Business Intelligence The Aubuchon Co.
Paint and Decor POS Solutions Made With You, For You
An Intuitive and Easy-to-Use Point of Sale Solution Made for Paint and Decor Retailers LEARN MORE
TRENDS
Focus on Experience
See three ways to create top-notch customer experiences to keep your customers coming back at PDRmag.com/service-strategies
Meet Jim Robisch
Jim Robisch has been working in the home improvement channel for over 40 years. He is retired from The Farnsworth Group, where he was a senior partner and adviser focusing on retail research and consulting. He directed various activities for the firm, including customer intelligence, brand image and positioning, market expansion, customer satisfaction and growth and strategic planning. Jim has worked with more than 1,000 independent retailers and over 50 of the top industry chains and largest wholesale groups. In retirement, Jim remains active with consulting work and serving on numerous advisory boards.
CONNECT
jrobisch@thefarnsworthgroup.com
Jim Robisch
FROM THE INDUSTRY
Be Nice, Customers Notice
All retailers “slip” sometimes on most aspects of delivering their customer service. It is natural and unavoidable. But can these slips be neutralized in the minds of your customers?
I’ve reviewed hundreds of customer surveys with candid comments about store service. These voices of your customers are quite revealing. Extensive research over the years has quantified the basics and minimum requirements of customer service. These requirements are consistent across markets but do vary in their importance in individual trading areas. Some require human interaction, some do not.
As most retailers know, or should know, these minimum customer service requirements include: easy to shop, easy to find merchandise, products in stock, ample employees available to provide assistance and an easy-to-navigate and informative website.
Many qualitative analyses reveal an often-overlooked service component: simply being nice to your customers. Consider these direct comments from customers.
• “At Uptown Hardware they are always so nice.”
• “The employees at Backwoods Building Supply just aren’t very nice to you.”
• “They didn’t have what I needed but were nice enough to tell me where I could get it.”
The problem here is that you can’t ask a job applicant if they are nice and expect an honest answer. It’s like asking if children will be nice or not.
The question is, can being “nice” be taught and executed, just like product knowledge, product location and salesmanship can? Rather than taught, being nice may just be a learned condition attained through continual exposure to good examples. If the solution is constantly reinforcing being nice, setting the example starts at the top. Ultimately it will become a norm in your service arsenal and should be a cornerstone of your brand’s image. It can offset those missteps that are bound to occur and be a strong, competitive weapon in a sometimes not-so-nice retail world.
Till next time.
Jim Robisch
Senior Partner & Adviser, Ret.
The Farnsworth Group
TTalking Tile
ile trends are moving away from the cool gray and white that have dominated the tile scene and shifting towards natural colors reflecting earth tones and bold statement colors. Tile shape trends are also changing, with more homeowners choosing options that look handmade and are dimensional and mix-and-match.
According to the 2026 U.S. Houzz Kitchen Trends Study, 72% of renovating homeowners choose tile for a new or
COLOR
Bright Pops
Bold colors like bright yellows and blues are on the scene, bringing a pop of color and joy to spaces.
Organic Shades
Earth tones like blue, green, terracotta and bronze are popular choices in the tile cene in re ecting natural landscapes.
Stone
Bringing the outside in, stone tiles remain a popular choice, providing a soft, organic feel to a space.
upgraded backsplash. Among tile types, ceramic leads the way, with 49% of homeowners choosing this material, followed by 23% choosing porcelain. Ceramic or porcelain tile are also the preferred material for flooring, up 2% year over year in 2026, matching hardwood’s popularity.
Paint & Decorating Retailer broke down Houzz’s analysis of popular tile choices so far this year so you can keep your customers up-to-date with the latest trends.
SHAPE
PATTERN
41% of renovating homeowners prefer horizontal brick
Tiles with three-dimensional designs, raised surfaces and patterns are being used to add exciting visual elements to a backsplash.
NEW PR ODUCTS
OUTREACH
Retailer Recommendations
Send an email to editorial@YourNHPA.org telling us about the products your customers love and why they are a hit in your business.
HEAVY DUTY BASECOAT
The Heavy Duty 3-in-1 drywall additive is a high-build reinforced basecoat modifier engineered for tougher substrates and demanding surface repairs. It blends into joint compound to increase body, hide heavy imperfections and create a durable base layer that resists cracking and stands up to rigorous finishing.
Muddskip | muddskip.com
KNEEPADS
The Milwaukee Tool High-Mobility Knee Pads use a slim, flexible design that stays close to your knee for mobility while you kneel on hard surfaces. They have padded foam and secure straps that hold them in place through heavy use without restricting movement. Milwaukee Tool | milwaukeetool.com
WIPES
The Waterweave T500 Wipers from Sellars Absorbent Materials are packaged in a pop-up box with 176 white sheets designed for absorbing spills, wiping surfaces and handling general cleanup in shops, garages and job sites. Sellars Absorbent Materials | sellars.com
AIR FILTER
The CT MIDI I HEPA from Festool is a dust extractor with strong suction and a HEPA-rated filter for cleaner job site air and faster cleanup. It has intuitive touch controls, Bluetooth activation, manual filter cleaning and a smooth antistatic hose, and it works with corded tools and Systainer storage systems for job site or shop use. Festool | festoolusa.com
RETAILER RECOMMENDED
“We love carrying this canvas drop cloth because it delivers professional-grade protection that our customers—from DIY painters to seasoned contractors—consistently rely on. Its heavyweight construction provides excellent coverage and durability, which helps minimize cleanup time and protects floors and furnishings during painting and renovation projects.”
—Linda Beckham, Crossroads Hardware
Drop Cloth
The REDIBLUE Canvas Drop Cloth is a premium protective canvas made for trade, DIY and professional jobs. It is made from woven cotton that resists rot and holds up to heavy wear. Use it to shield floors, walls and surfaces from paint, dust and debris on site or at home.
REDIBLUE | rediblue.com
FABRIC PATCH
The USA Flag Patch from NoSo Patches is a hook-back morale patch made with durable PVC that sticks to any loop surface on bags, jackets, hats or gear. It shows a flag design and holds its shape through wear.
NoSo Patches | nosopatches.com
STRAP KIT
The Wrap-It Storage Heavy-Duty Storage Strap 12 Pack is an assorted pack of storage straps made from tough polypropylene and rust-resistant grommets to wrap, secure and store cords, hoses and tools up to 50 pounds in garages or work vans.
Wrap-It Storage | wrapitstorage.com
WORK SHIRT
The Berne Performance Short Sleeve Pocket T-shirt is made with moisture-wicking fabric that pulls sweat away from the skin and includes stain-resistant technology for easy care. It features a taped neck seam and tagless label to reduce chafing, plus a chest pocket for small item storage. Berne Apparel | berneapparel.com, 1-800-843-7657
MESH PAINT STRAINER
The Cone-Shaped Mesh Paint Strainers 4-Pack from Allway Tools are disposable strainers sized to fit standard paint buckets. Each cone-shaped mesh strainer filters debris and clumps from paint before use. Allway Tools | allwaytools.com
Service Legacy
For nearly four decades, Sarasota Paint Company has found success by building strong relationships.
Bonds For Life
Building a Culture of Building Relationships
BY LINDSEY THOMPSON
While relationships with customers are key to the success of any retail operation, they are especially crucial to paint and decorating retailers. Relationship-building matters even more when working with professionals, who want to work with a retailer who not only knows the needs of their business, but wants to connect with them on a personal level.
“Selling paint to the professional is based on building relationships,” says Jeremy Melnick, former COO of JC Licht and current North American Hardware and Paint strategic consultant. “Hardware is friendly, helpful and convenient but paint stores are based on knowing the customer’s needs beyond business, including their families, children’s names, favorite sports, meals, drinks and more.”
Each time a customer walks into your store is an opportunity for building a new relationship or fostering an existing one. Discover how fellow retailers have created a strong culture of building strong relationships with customers and the best practices to make building relationships a success in your operation.
Founded on Friendship
Since 1975, Sarasota Paint Company has served the paint and decorating needs of the Sarasota area with helpful service, knowledgeable employees and a breadth and depth of products. The company has grown to six locations with two in Sarasota, two in Bradenton, one in Nokomis and one in Venice and caters to both the professional and DIYer.
In 1988, current owner David Jasik and his father, the late Emil Jasik, bought the paint store from the previous owners. Today, three of David’s four children are involved in the multistore operation, including Jonathan Jasik, who serves as general manager.
Since then, the company’s approach to customer relationships has remained the same—relationships are the foundation of Sarasota Paint Company. Jasik says one of the reasons the family business has done so well is its focus on building strong relationships with customers.
“I really don’t care about selling a gallon of paint, I care about building a relationship with my customer,” Jasik says. “I might grab a meal with a customer, and I’ve even gone out fshing with a few. By building that trust and friendship, our customers are more inclined to come to Sarasota Paint for DIY and professional needs.”
Jasik loves interacting with customers who have been buying from the operation since his dad took over—those relationships are prime examples of how going beyond business has brought success to Sarasota Paint Company.
“This company has always been relationship-based, because customers have many options when it comes to buying paint, including diferent stores and diferent price points,” he says. “What sets us apart is our ability to build relationships with the customer, to create those long-term customers.”
Business at Sarasota Paint Company starts with a handshake and a smile for each customer who comes in the door.
Welcome In
One of the Family
At The Paint Bucket, employees treat customers like friends, which has been key to the company’s growth.
Building relationships with professionals and contractors starts with connecting on a personal level. Jasik says he has a number of customers who, when they come in, paint is the second thought.
“With them, I start with ‘How’s your family?’ and after we’ve caught up on how their lives outside of paint are going, it’s ‘What did you need for paint today?’” Jasik says. “It’s building that relationship to where people want to talk to you about their lives and then the paint comes second.”
That personal connection is also benefcial on the I er side, as ell.
“Just recently, I had a customer come in who has been buying paint from me since I was a store manager, back in 2017, and we got caught up talking about her grandkids and my kids,” Jasik says. “Those relationships make them want to keep coming back to that same place. It’s almost like binge-watching a TV show, when you just can’t wait for the
next episode; we can’t wait to connect with customers.”
With four locations in the central mountains of Colorado, The Paint Bucket also serves its customers with superb customer service, which keeps customers coming back again and again. Mike Tibbetts, manager and purchaser, says building relationships means treating customers as you would treat a friend.
“Building relationships in this way helps us grow, because when you have a relationship with a customer, they’re going to relay that to somebody else and you’ll have the opportunity to build a relationship with them and it can keep going,” he says. “Once you gain that friendship and relationship, the business will certainly come.”
Setting the Tone
Jasik and his leadership team are taking a lead-by-example approach when it comes to relationship building among the operation’s 35 employees.
Because Jasik is in charge of hiring, he also takes into consideration a job candidate’s personality and ability to foster relationships and has been able to hire managers who naturally excel at this skill.
Similarly, Tibbetts also looks for employees who are naturally good at building relationships during the interview process.
“When I hire somebody, I have hopefully vetted them enough to know that they can build relationships on their own,” Tibbetts says. “We also lead by example, building our own strong relationships with customers and showing younger employees how to treat customers.”
Jasik also gives employees the autonomy to go the extra mile for customers in building those relationships.
“For example, if one of my guys is making a delivery to a strong customer, he has the freedom to stop and buy him a case of Gatorade or his favorite drink and
drop of along ith the delivery,” asi says. I try to give that reedom or them to build their o n relationships.”
eedbac rom customers lets asi no that this system is or ing. long ith as ing or oogle revie s, asi o ten receives notes rom customers hen an employee does an e ceptional ob.
I’ll get te ts and calls sharing ho an employee ent the e tra mile,” asi says. nd I love getting to go to that employee and say, han you. ou’re doing an a esome ob. our customers are loving you.’”
elationship building comes do n to ma ing sincere, long lasting connections. ou ant to deliver such e ceptional customer service that the customer eels li e they’re cheating on you hen they have to buy rom another retailer or big bo ,” asi says. It’s been my goal to ma e every customer eel li e that.”
A Century of Relationship Building
or over years, ohnston aint ecorating in olumbia, issouri, has been serving customers ith a broad but curated selection o paint, allpaper, tile, carpet, indo treatments and custom draperies. long ith a superior product selection, ohnston aint ecorating has stood the test o time than s to a high level o customer service through building relationships. ur longevity has de initely helped us build strong relationships,” says elissa urphy, o ner o ohnston aint ecorating. It comes do n to doing the right thing all o the time, even hen it’s uncom ortable or di icult. ometimes doing the right thing goes deep and doing a lot and sometimes it’s ust a simple one transaction deal, but irst and oremost it’s a ocus on the customer.”
ocus on relationships at ohnston’s didn’t start ith urphy it’s been a part o the company’s abric or over a century but she strives to continue laying the ground or o relationship building no and into the uture.
I ant to serve each customer each day, but I’m not orried about the transaction today, I ant to build the bloc s or the uture,” she says. e set the tone that customers come bac again and again and share their e periences ith riends to build those constant customer cycles.”
trong relationships ith customers means having a connection ith them beyond selling products, especially in a small community li e olumbia, urphy says. he company supports a number o local organi ations and causes, rom monetary and product donations to hosting events.
e ant to be involved in hatever they’re involved in and be supportive in a genuine ay,” urphy says. e don’t help because o hat e get out o it, but rather because it is a part o ho e are.”
Building Blocks
uring the store’s recent year anniversary celebration, urphy says leadership rein orced ith employees the company’s culture and as part o that, gave employees the autonomy to provide donations or participate in those causes near to their hearts. he company hosts a ee o service every ee , the ohnston’s ere or ood ee , but also outside o that ee , employees are encouraged to fll needs in the community as they see them.
elationship building isn’t ust held ith leadership urphy empo ers her staf to embrace connections by setting that e ample hersel . e try set the e ample by the ay e interact ith customers and handle business,” urphy says. In the end, ta e a step bac and remember ho big your impact could be i you don’t get stuc in the daily minutiae.”
Relationship building at Johnston Paint & Decorating helps build blocks for future growth and success.
One Channel, One Purpose
Growth, ROI Is on the Agenda at the 2026 Independent Home Improvement Conference
BY LINDSEY THOMPSON
No other event this year will bring the independent channel together or provide meaningful ROI like the 2026 Independent Home Improvement Conference (IHI), hosted by the North American Hardware and Paint Association (NHPA) and The Hardware Conference. Drawing together retailers, vendors and industry partners under one roof at the stunning JW Marriott Grande Lakes in Orlando, from July 29-30.
INDUSTRY EVENTS Register Today
Save your spot and register today for the 2026 Independent Home Improvement Conference (IHI) at IHIConference.org. We can’t wait to see you there!
Agenda at a Glance
Tuesday, July 28 Registration Open Exhibitor & Manufacturer Luncheon 7:00 a.m. 3:30 p.m.
Industry Partner Events
Wednesday, July 29 Thursday, July 30 Registration Open Partner Pavilion Open
7:00 a.m. 3:30 p.m. Registration Open Partner Pavilion Open 7:00 a.m. 3:30 p.m.
7:00 a.m. 8:30 a.m. Continental Breakfast 7:00 a.m. 8:30 a.m. Breakout
8:00 a.m. 10:30 a.m. Breakout Sessions 8:00 a.m. 10:30 a.m.
a.m.
12:00 p.m. 1:30 p.m.
p.m. 2:30 p.m.
5:00 p.m. 6:00 p.m. Independent Awards Gala
p.m.
12:00 p.m. 1:30 p.m.
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8:00 p.m. 10:00 p.m.
6:00 p.m. 8:00 p.m. Independents Celebration
4 Reasons to Attend the IHI Conference
More than just big ideas, the 2026 Independent Home Improvement Conference (IHI) will send attendees home with practical and applicable best practices. Here are four reasons why IHI should be on your calendar.
1. Unlock business potential. Get practical strategies and tools from industry experts, keynote speakers and educational sessions to solve challenges and boost profitability.
2. Forge valuable connections. Discover new products, tools and solutions from trusted, industryleading service providers and manufacturers in our exhibit hall.
3. Lead through change. See how top retailers embrace emerging trends and leverage smart strategies to stay competitive in a constantly evolving market.
4. Honor the best of independent retail. Recognize innovation, leadership and excellence at our Independent Awards Gala featuring NHPA’s Top Guns, NHPA’s Young Retailer of the Year and The Hardware Connection's Beacon Award recipients.
Whether you’re new to the industry or a long-time veteran, IHI is where the industry’s best minds come together to swap ideas, explore practical operational best practices, discover new products and walk away with fresh inspiration.
Takeaways That Immediately Apply
Over the course of two days, attendees will dive into breakout sessions covering employee engagement, executive leadership, retail operations and technology and marketing, merchandising and advertising.
From the main stage, industry experts and channel players will share their insights and best practices on growth, innovation and navigating obstacles and opportunities in the home improvement industry.
During the purposeful networking events and in the exhibit hall, attendees will have the opportunity to connect with one another, share wins and challenges and enjoy unwinding with friends and colleagues. Attendees will be able to compare vendors and services side-by-side in one place, see live demos of technology and retail solutions and get real answers from industry experts and build relationships with partners who understand your business.
A capstone of the event will be the Independent Awards Gala, which will honor NHPA’s Top
Guns and Young Retailer of the Year Award honorees and The Hardware Connection’s Beacon Award recipients.
Through it all, attendees will discover new strategies to improve operations, increase sales and enhance the customer experience and be inspired by stories, insights and innovations that are shaping the future of retail.
Coreen Nolle, director of retail sales for Koopman Lumber, says she is looking forward to seeing the technological advancements made in the past year, learning more about new AI functionality and discussing how other retailers are utilizing these tools
“We have also been watching the market for an inventory robot, so seeing what the current pricing and functionality of those devices is on my checklist,” Nolle says. “We always pull some good nuggets of information out of the learning sessions, and do our own ‘quick wins’ style implementation after.”
For Bryan Lang, Koopman Lumber regional manager, the breakout sessions are the highlight of IHI.
“I love jumping into problem solving with other smart folks in the industry; it either reassures me that I’m on the right track or gives me a fresh way to look at things,” Lang says. “I’m also a big fan of the innovation area; it helps us stay ahead of the curve with new tech coming into our space.”
Framing the Opportunity:
What Envelope Projects Signal for Retailers
PROVIDED BY THE HOME IMPROVEMENT RESEARCH INSTITUTE
As homeowners continue investing in mid-to-large exterior projects, these projects are frequently completed alongside other exterior work rather than in isolation, according to the Home Improvement Research Institute’s (HIRI) 2025
Project Decision Study. That bundling behavior by consumers creates meaningful cross-category
opportunities for retailers, particularly with exterior paint, trim and adjacent exterior façade upgrades.
Homeowners taking on foundation and waterproofing, porch and balcony and siding projects are most likely to also overlap those projects with exterior paint and stain projects, opening up new audiences for paint and decorating retailers to tap into.
TRENDS
See Through Solutions
See how to stay current on trends in the window coverings category at PDRmag.com/winning-window-coverings
1
Contractor-Led, Expertise-Driven
Exterior paint and stain projects skew heavily contractor-led, similar to roofing and siding. Homeowners in the study cite work quality and ease and convenience as primary reasons for hiring professionals. In addition, homeowners typically solicit two to three bids and often select the middle-priced option, a signal that value positioning matters more than lowest price.
For retailers, this reinforces the importance of strong pro relationships. Contractors are not only executing projects, they are influencing functional product decisions. At the same time, homeowners remain highly involved in design and material choices, particularly when selecting style, color and visible finishes.
2
Maintenance and Aesthetics Drive Demand
Exterior paint and stain projects are primarily maintenance-driven and completed to improve aesthetics and style and increase a home’s value.
In the 2025 Project Decision Study, HIRI asked how outcomes of the project compared to the homeowners’ initial expectations. Across exterior categories, outcomes met or exceeded expectations, with strong satisfaction ratings for quality and execution. With contractor performance closely mirroring strong overall outcome satisfaction. Most exterior projects began on schedule, with delays relatively uncommon where sufficient sample allows assessment, according to study.
3
A Distinct Customer Profile
Home improvement customers with larger homes skew more heavily toward windows, decks and paint projects, indicating overlap between aesthetic reinvestment and envelope performance upgrades.
For independent paint and decorating retailers, this convergence is a strategic opening. The homeowner taking on exterior projects like replacing windows is often simultaneously re-evaluating exterior color, trim and overall façade cohesion and can be a core audience to capture to expand customer counts.
According to the HIRI 2025 Project Decision Study, exterior project decisions concentrate in late spring, peaking in May and generally declining the remainder of the year, giving retailers windows in which to promote exterior paint and stain projects
2026 HIRI Summit
For additional insights, join us Sept. 29-30 at HIRI’s 2026 Home Improvement Insights Summit. This event is open to non-members and members. Learn more and register at hirisummit.com
Your Daily Dose of Microtraining
NHPA’s RetailWise Plus, an AI-powered program, delivers 365 two-minute lessons in English, Spanish and French-Canadian. Built for independent har are paint an l er retailer it fit seamlessly into your store’s day—no long classes, no complicated schedules. Strengthen skills, service and team culture, one lesson at a time.
WHAT’S
365+ Microtraining Videos
14 Educational Categories
100% Device Accessibility Seasonal & Quarterly Updates
NEW Subscribe Today! Scan the QR Code to sign up for RetailWise Plus or visit YourNHPA.org/retailwise
Have Questions? Contact Cody Goeppner at cgoeppner@YourNHPA.org
“Two minutes may seem short, but when that time is intentional and focused, it becomes incredibly powerful. These micro-lessons help retailers strengthen their teams without pulling them off the salesfloor.”
Cody Goeppner Director of Education and Training, NHPA
SAWDUST SERVICE
BY ANNIE DAMEWORTH
Always ready. Always there. The venerable motto of the U.S. National Guard is what Tim Kromholtz lived out during his time in the Washington Air National Guard and still adheres to in his executive role in the independent home improvement industry.
ASSOCIATION
An Honor to Serve
NHPA will share the stories of these hometown heroes in all of its media brands. Visit YourNHPA.org/veterans to learn more and nominate a veteran from your business to honor.
A New Way to Serve
NHPA Program Honors Military Veterans Who Have Served Our Country, Channel
While there is no way t repa the acrifice 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 in ence ithin the h e improvement industry. NHPA honors the ongoing impact military veterans make throughout the home improvement industry through its Helmets to Home Improvement recognition program, with NHS Concept to Commerce and DIY Con as the pr gra fficial f n ing sponsor and venue partner.
ASSOCIATION
Nominate a Veteran
Help us honor those who have served our country and our channel. Visit YourNHPA.org/veterans to nominate a veteran from your business to be recognized.
Kromholtz’ military journey began in July 1978 when he was seeking college assistance. He enlisted in the Air National Guard, initially serving as an electrician and later working as a power production mechanic. During his 20 years of service, Kromholtz deployed to Denmark, Germany, Portugal and the Dominican Republic and several domestic training deployments, completing his service in July 1998.
“My favorite part of my time in service was the brotherhood of fellow service members and the sense of patriotic duty I gained,” Kromholtz says.
While still serving with the Guard, romholt utili ed his military benefts and graduated from college in 1987 with a degree in accounting.
Kromholtz began in an accounting role at Ziegler Lumber Company, entering the independent home improvement channel. His employer was a strong supporter of Kromholtz’ military obligations until he retired from the military in 1998. Today, as Ziegler’s chie in ormation o cer, he advises and manages pro ects, fnding satis action in improving the e ciency o iegler Lumber employees’ operations.
Kromholtz attributes his success in the independent channel to the leadership skills and appreciation for team dynamics he gained during his military service.
“Military veterans are a valuable asset to the independent channel,” he says. “They understand the chain of command, the principle of loyalty and organizational abilities.”
THANK YOU TO OUR PROGRAM SPONSORS
Tim Kromholtz leads today with the team mentality he gained during military service. Built to Lead
Wallpaper Means Business
How Smart Inventory and Clear Policies Build a Successful Wallpaper Category
BY ANNIE DAMEWORTH
Wallpaper is making a comeback, with many DIYers and professionals opting for wallpaper instead of paint during renovations. According to Fortune Business Insights, the global wallpaper market size was valued at $2.01 billion in 2025 and is projected to grow from $2.11 billion in 2026 to $3.01 billion by 2034.
At Perspectives Inc. in Lexington, Kentucky, the wallpaper category brings in around 21% of annual sales. The store is also the only location in central Kentucky that offers in-stock, residential and commercial wallpaper. See how this operation built a successful wallpaper business through clear sales policies, in-store organization and customer flexibility.
Dedicated Space and Inventory
At Perspectives Inc., an organized space dedicated to wallpaper is key to bringing in sales in this category. Shelves lined with wallpaper books and rolls of wallpaper available for purchase surround a setup of tables and chairs for customer consultations in the store. Customers can also order specialty wallpaper in-store.
“Having a substantial offering of both in-stock and special order, to the point that some customers comment that ‘there is so much to choose from,’ is critical to getting and improving sales,” says Jason Taylor, president and owner of Perspectives Inc.
The vast array of wallpaper available can be overwhelming for customers choosing one or multiple options for their project. Perspectives Inc. allows customers to check out books of wallpaper samples to take home to make their decision easier.
“Checking out books allows them to see the pattern and colors in their areas so they can be more comfortable with their eventual purchase,” Taylor says.
“Having a substantial offering of both in-stock and special order, to the point that some customers comment that ‘there is so much to choose from,’ is critical to getting and improving sales.”
—Jason Taylor, Perspectives Inc.
Perspectives Inc. has built an area in the store specifically for wallpaper, allowing the vast product selection to be on display for customers.
Decking the Walls
Go Beyond Walls
Learn how to get creative with wallpaper sales by promoting alternative ways to use it at PDRmag.com/wallpaper
Creative Wallpaper Displays
At Hadlock’s House of Paint, which has three locations in Rochester, New York, the winter months can be a little slow. Paint specialist and social media coordinator Todd Gonzalez says Rochester is notorious for cold, snowy winters so exterior sales are slow to nonexistent from November through March.
“Some painters and contractors have adapted and can do a small amount of e teri r r in i e t it i efinitel at a minimum,” Gonzalez says. “We do try to keep a small amount of exterior inventory available for their needs.”
During the winter months, Gonzalez says they focus on products retail customers want and need, including interior paint, wallpaper, window treatments, basement aterpr fing pr ct an ca l ing an sealants to combat winter leaks and cold weather issues.
To help facilitate sales in wallpaper, the Pittsford, New York, store has rolled up large wallpaper samples in paint cans decorating the design area. Along with providing visual interest, the wallpaper samples allow customers to see how the patterns and colors look in real life beyond the small samples in the books and photos online.
“We get the samples from several of our wallpaper vendors a couple times a year,” Gonzalez says. “Customers appreciate being able to see the patterns up close.”
To keep inventory organized, Taylor uses a barcode system for special-order wallpaper to keep track of the store’s selection of specialty books. When a book is received, a barcode label is added to the book and logged in the store’s system.
“This system makes it simple and accurate to input the book and when checking out books in our wallpaper book management system,” he says.
Pricing Transparency and Clear Policies
Perspectives Inc.’s wallpaper business operates with a clear, tiered pricing policy, eliminating confusion for customers and employees. All in-stock wallpaper is organized and identified by assigned SKUs and pattern numbers, both for in-store and online products.
The store’s special order wallpaper has its own ordering system and pricing policies. Customers pay a 50% deposit on specialty orders when purchased and pay the remaining balance at pickup. Alternatively, direct ship orders are paid in full at the time of order.
“We add freight from a sliding scale that we update as freight charges are frequently changing,” Taylor says. “We also had to recently add tariff charges on some orders, which appear to be changing as well.”
The store also has a specific return policy for wallpaper, clearly stated on customer invoices, so they know what to expect when placing an order. In-stock wallpaper is returned most often, but Taylor encourages customers to order an extra roll or two if they are unsure about measurements or if the pattern has a large repeat.
Special order wallpaper is not returned as often as most customers order the exact amount needed. To return a special order, the rolls must be full double rolls as packaged by the manufacturer, while the condition of in-stock wallpaper is more flexible for returns. When Taylor ends up with multiple returned single rolls or rolls in patterns that are out of date, he bundles them and sells the bundles at a clearance price to avoid wasting product and recoup some of his cost.
“Most bundles are three or four single rolls and most are less than $10 per bundle,” Taylor says. “Bundles are clearly marked as bundles that may have mixed runs and are not returnable.”
Educate Employees to Educate Customers
Wallpaper has gone through many evolutions in recent decades, with new application types constantly emerging, like peel-and-stick.
“We always tell customers, ‘This is not your grandmothers’ wallpaper,’” Taylor says. “New substrates are becoming more prevalent, and we are seeing more use of vibrant, saturated colors, particularly when used as a focal wall with coordinating or contrasting colors used on adjoining walls.”
Taylor relies on his employees’ previous experience, hands-on training and keeping a close eye on wallpaper trends to equip staff in selling wallpaper. While many of his employees have former design experience or expertise in paint and wallpaper installation, on-the-job learning is always happening with new products that come in.
For example, wallpaper traditionally has been priced and measured by the single roll, but today, most wallpaper is only sold in double rolls. Taylor’s team has learned how to sell this new format in a way that makes sense to them and that they can easily explain to customers.
“Explaining the different roll sizes and qualities of paper is easier with the additional information that is being put on wallpaper labels and in the books,” Taylor says. “We are seeing more books that are priced by the roll, which makes explaining the medium to a customer who is new to wallpaper a little simpler.”
News to You
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Smaller Projects Drive Paint Demand as Consumers Pull Back on Big Renovations
In 2026, homeowners are delaying large renovations to focus on smaller projects they can financially manage, according to Dave King, executive director of the Home Improvement Research Institute (HIRI).
King says custom attitudes toward spending have changed as many households deal with tight budgets and economic uncertainty.
“People are more price-conscious today than they were three years ago,” King says. “There’s continued pressure on disposable income and that’s pushing homeowners to rethink how and where they spend on projects.”
That economic shift is shaping the type of painting projects homeowners take on.
Smaller Projects Lead Activity
HIRI research shows homeowners are far more willing to complete smaller home improvement projects than larger ones, and according to HIRI’s Quarterly
Homeowner Project Activity Tracker, consumers are viewing right now as a bad time to start projects with higher price tags.
That pattern favors projects like painting, which require less upfront spending and can often be completed in stages.
Interior projects, which include painting, typically involve lower spending and narrower scope than other home improvement categories.
“People are prioritizing smaller spend projects,” King says. “There’s just too much uncertainty around bigger investments right now.”
Income Levels Shape Project Activity
HIRI research also shows project activity varies significantly by household income.
Higher-income homeowners continue to invest in improvements and are hiring contractors to complete work, while lower-income households are taking the opposite approach.
Middle-income homeowners are adjusting and controlling costs by shifting toward do-it-yourself work, a trend that can drive retail paint purchases while reducing contractor-led projects, King says.
Inflation Complicates the Outlook
Despite cautious spending, paint retailers may still see revenue gains in the coming years.
HIRI forecasts show the paint category could experience a pattern seen across many building product sectors: fewer units sold but higher overall sales value due to rising prices. Paint product sales are expected to decrease 2% but see a 1% growth in profit.
“You’re going to sell less product but generate more dollars,” King says.
For paint retailers, that can be concerning, but homeowners remain engaged in maintenance and smaller projects, and tighter budgets and shifting shopping habits continue to shape how the market performs.
Plan Your Next Leadership Investment
Build the leadership your operation needs with NHPA’s Retail Management Certification Program (RMCP). Designed for store managers, assistant managers and emerging leaders, the industry’s premier management course exists to accelerate your business’ growth and future.
Confidence Growth
Enter the program unsure of your leadership abilities; leave ready to lead teams, present ideas and drive change.
Scan the QR code or visit YourNHPA.org/rmcp
Cody Goeppner Director
of Education & Training | RMCP Class of 2017 cgoeppner@YourNHPA.org
Real-World Application
Apply every lesson immediately to solve challenges in your own store.
Mentorship and Support
Learn from university professors and industry experts and receive guidance from NHPA leadership.
Industry-Wide Networking
Connect with peers facing similar challenges— relationships that often continue long after the program ends.
APR
Wallace Spring Dealer Market
April 1-2 | SEVIERVILLE, TN
House-Hasson Virtual Dealer Advantage Market
April 27-May 10 | VIRTUAL
MAY
Orgill Summer Buying Event
May 4-18 | VIRTUAL
HDA Group Merchandising Conference
May 4-7 | ATLANTA, GA
JUNE
spoga+gafa
June 22-24 | COLOGNE, GERMANY
JULY
Independent Home Improvement Conference
July 29-30 | ORLANDO, FL
To add your event to the industry calendar, send an email to editorial@YourNHPA.org. *Events are current as of press day. Scan
Drive Your Business Forward
The Independent Home Improvement Conference is the must-attend event for independent retailers, manufacturers, service providers and industry partners, delivering practical solutions, valuable connections and actionable insights.
Where the Return Is Real
• Discover products, tools and tech designed for independents
• Learn from retailers facing the same challenges as you
• Improve your operation with ideas you can implement immediately
REGISTER
A Delight for the Senses
See how to engage customers through each of the five senses at PDRmag.com/5-senses
TO DAB OR NOT TO DAB?
A Fun Look at the Debate Over Dabbing
When it comes to paint sales, dedicating enough time to each customer and their questions while also staying productive and completing daily tasks in a timely manner can be tricky to balance. Small tasks like sampling the paint color on the can provide customers with easy ways to choose the paint shade they’re looking for, but can also be tedious and slow down employees.
At Town Line Wallpaper & Paint in Malden, Massachusetts, employees do not automatically dab the paint color on the lid, although exceptions can be made if a customer has specific requests.
“It’s an unnecessary extra step that slows down production and negatively affects the customer experience,” says Todd Zigelbaum, CEO of Town Line Wallpaper & Paint.
Alternatively, at Mallory Paint, with over 30 locations in the Pacific Northwest, sampling paint on the can is an essential part of the sales process.
“Sampling paint on the can is a double-check for store employees to confirm that they have tinted the correct product,” says
Sarah Ross, brand manager at Mallory Paint. “It also helps customers who are unfamiliar with color names and numbers to identify the paint they need from the swatch on the lid.”
Paint & Decorating Retailer conducted a social media survey asking multiple retailers about this topic. While the survey received mixed responses, the majority of retailers agreed sampling the color is a necessary and beneficial step in the sales process.
While there is potential this task can slow down productivity, this step acts as a security check before a purchase is made. Human error is possible when tinting paint, and sampling on the can eliminates mistakes.
“If you dab the top, errors become apparent before it goes on the wall, and it’s one last safety check before the paint goes out the door,” says Darrell Baker, founder of Prescott Business Advisors. “The bottom line is most retailers agree it’s a good thing to dab the paint. The questions then become: ‘Is it worth the time?’ and ‘Do you do it in every situation or do you allow exceptions?’ If implementing the initiative, you may want to give staff the discretion to send something out without dabbing. But the policy would need to be clear. For example, the expectation would need to be that 90% of the paint that is sold has a dab on the top.”
WOOD FINISH +
CO NFI DENCE IN A FLAWLESS STAIN APPLICATION EVERY TIME
PERFORMANCE HIGHLIGHTS :
• One-Coat Application
• Penetrates Deep for a Flawless Finish
• No Runs, Laps or Back-Brushing
• 8 Ready-Mixed Colors
• No Cracking, Flaking or Peeling
• UV Blocking
• Water Resistant
• Fortified with PENETROL® for Excellent Penetration
• Recommended for: Decks, Fences, Siding and other Outdoor Wood Surfaces
Deck & Railing: Dark Walnut