Delivery Services Help Retailers Differentiate in a Tight Market Page 18
How to Honor Legacy Without Getting Stuck in the Past Page 24
Applicators Go From Routine Category to Strategic Advantage Page 34
Delivery Services Help Retailers Differentiate in a Tight Market Page 18
How to Honor Legacy Without Getting Stuck in the Past Page 24
Applicators Go From Routine Category to Strategic Advantage Page 34
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NHPA@YourNHPA.org YourNHPA.org
Lindsey Thompson lthompson@YourNHPA.org Editor and Director of Content Development
Austin Vance avance@YourNHPA.org Director of Sales & Marketing
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Annie Dameworth adameworth@YourNHPA.org Content Development Coordinator
Autumn Ricketts Senior Graphic Designer
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ASSOCIATION PROGRAMS
800-772-4424 | NHPA@YourNHPA.org
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SALES
Jordan Rice 217-808-1641 | jrice@YourNHPA.org Regional Sales Director
Renee Changnon 217-621-7363 | rchangnon@YourNHPA.org Regional Sales Director—West Coast
CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665 gcscs8@gmail.com
Professional painters can be consistent, high-volume customers, as long as you know how to gain their loyalty. In the August issue of Paint & Decorating Retailer, we’ll dive into what really matters to this customer base and what two retailers are doing to earn their business, including strategies for an effective pricing structure.
PAINT & DECORATING RETAILER
Paint & Decorating Retailer (ISSN 0011_8910), Copyright © 2026 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.
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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 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 Osborne St. N. Winnipeg, MB R3C 1V4
Delivery services have become a critical component of home improvement retail, but as demand for speed and flexibility grows, see how retailers are investing in logistics and last-mile solutions to stay competitive and improve customer satisfaction across the board.
Independent home improvement retailers have a reputation for being behind the curve, and over time, those small gaps grow and compound. To counteract the complacency, NHPA strategic consultant Curtis Gillman shares four ways to grow and lead effectively.
Each afternoon of the 2026 Independent Home Improvement Conference, attendees can head to the main stage for the general session, featuring engaging expert keynotes and informational retailer panels focused on the independent channel.
The Independent Retailer Index, conducted in partnership with The Farnsworth Group, is a quarterly benchmarking report that tracks how independent retailers are performing. Read the report to see where your business is excelling, where it’s losing profit and what to improve next.
Paint applicators serve DIYers and pros differently, and retailers who merchandise for both can turn a routine category into a strategic advantage. Discover the data behind each audience and what it means for smarter assortment and cross-selling in this category.
A fourth-generation family-owned retailer has built lasting customer loyalty through an extensive applicator selection and deep product knowledge. Learn how the store curates inventory, trains its team and leverages online education to keep customers coming back.
Upgrade your finish without compromising performance. Apex® is the smarter finish choice, combining professional-grade durability with an easy-to-use water-based system. It delivers excellent wear and chemical resistance, sands easily, and outperforms traditional solvent-based varnishes without sacrificing results.
Dan Tratensek dant@YourNHPA.org
“Good, energetic employees can make such a huge difference in a customer’s experience, and by extension, your store’s brand.”
Over the past three decades, I have admittedly lost count of the number of home improvement stores I’ve visited. Given my job, it probably goes without saying that the majority of these store visits have been business related.
But even though I work for the association, I am also a consumer. And while this may shock some of you, I actually do a lot of my own DIY stuff around the house.
Just like any consumer, I have had my share of good, bad and mediocre experiences shopping for my project supplies—I realize that even the best stores can have rough days.
Sometimes, however, I’ll have an experience that is so positive that it really stands out to me. I was lucky enough to have one such experience recently when I stopped by Benge’s Ace Hardware, not too far from NHPA’s offices in Indianapolis. I needed some fertilizer and lawn patch. It was a quick stop, and I just wanted to grab what I needed and get home. Most of my visit was pretty typical of my past visits to this store. The salesfloor is always clean and nicely organized. It was when I got to the register and was checking out where my visit took a very positive turn. The young man who checked me out initiated a fantastic conversation. Not only did he ask me all the solid “retailer” questions like, “Did I find everything I was looking for?” and so on, but he didn’t stop there.
He went on to ask me if I liked the store. Then he asked me where else I shop for home improvement needs. He followed that up with “I hope you don’t ever go to the big boxes” and said something along the lines of “If you do, then we aren’t doing our job right.”
For a grisled veteran who has visited hundreds of stores literally around the world this was an honestly refreshing interaction. Not only did this young associate engage in a meaningful conversation with me, he genuinely seemed concerned about how they could do a better job meeting my needs. This wasn’t a manager or owner; just a young man working the salesfloor and running the register.
I don’t know how long he has worked at Benge’s or what his level of retail experience was, but I can tell you this is the type of young man you all want working for you!
It also was a stark reminder about how good, energetic employees can make such a huge difference in a customer’s experience, and by extension, your store’s brand. There’s no doubt I will continue to visit Benge’s, and there is no doubt Indianapolis is blessed with many high-quality independent operators, but for a guy like me who has seen his share of stores, this experience was worth calling out. Well done!
Dan M. Tratensek Chief Operating Officer
FrogTape Advanced™ Painter’s Tape – the best painter’s tape we’ve ever made. Edge-treated with exclusive PaintBlock® Technology, FrogTape Advanced is engineered with everything you love about FrogTape® Multi-Surface plus advanced performance in conformability and shred-resistance, giving you the confidence of professional results – when it matters most.
swright@YourNHPA.org Scott Wright
“The CODB has helped hundreds of thousands of retailers through the years chart their profitability by measuring themselves against their industry peers.”
FROM THE ASSOCIATION
When was the last time you studied every single line item on your income statement? And not just looking at the number and whether it’s up or down compared to last quarter or last year. I mean really digging in to see how that line item compares to your industry peers then telling the story of why your gaps exist, and most importantly, the levers you can pull to bring that number back in line with your industry peers.
While I know many retailers who do this on a regular basis, I would guess most hardware stores, home centers, lumberyards and paint and decorating stores do not make this a common practice on a monthly, or even annual basis.
So what might you learn from taking a deep dive from time to time? For starters, the numbers don’t lie, and that forces you to tell the truth about your story, or particular situation, and why that number is what it is.
The North American Hardware and Paint Association (NHPA) has been publishing a tool to help you conduct this type of analysis for more than 100 years. It’s called the Cost of Doing Business Study (CODB) and it has helped hundreds of thousands of retailers through the years chart their profitability by measuring themselves against their industry peers.
The CODB is a key tool in how we serve this industry. Published annually, it contains over 1,000 sets of financials from retailers like you who send us their income statements and balance sheets and then receive a detailed report of their specific financials compared to the whole.
It’s a benchmarking tool because we also include how the high-profit hardware stores, home centers, lumberyards and paint stores are performing so retailers can compare their specific results to the high-performing peers for their same store type. By presenting the information in the form of an income statement, balance sheet and other key performance indicators (KPIs), like annual customer counts, average transaction, sales per employee, etc., retailers can dial in their results and focus on the most important areas that need to be addressed to improve bottom line profitability.
NHPA’s annual CODB is one of the key tools we use to teach students financial management in both our Retail Management Certification Program and our Foundations of Financial Management course, which was recently updated. When students can conduct a gap analysis using their store’s actual financials and benchmark against their industry peers, we see “lightbulb moments” on a regular basis.
The CODB is also a key tool that our NHPA Strategic Consultants use with their clients to establish baselines for improvement with their clients, regardless of what type of consulting they are seeking.
The best part is that it’s completely free for retailers to participate in the study, and your results are kept completely confidential. We get your numbers, plug them in and send you back a report with your findings measured against the other participants. All you have to do is scan the QR code and follow the instructions. It’s simple, it’s free and it’s probably the most valuable thing you will do for your business all year. So what’s stopping you? The deadline to participate is June 30th.
Scott Wright President and Publisher
NHPA’s Retail Management Certification Program helps grow leaders in your operation. Learn more at YourNHPA.org/rmcp
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 jared.brown@aubuchon.com
Being right isn’t enough, and I’ve learned that the hard way. A trusted friend called me out on how I show up, and often “No” can be my first response. I know better, and I was raised better.
I’ve gotten into a bad habit: If I’m busy or feeling stressed and someone brings me an idea, it’s not uncommon for me to lead with “No,” when I mean “I think the effort isn’t worth the outcome.” I usually try to explain exactly why and sometimes I’m even right. But slowly, without realizing it, I was becoming someone reliably closed-minded. My pessimism leads me to snap judgments. Being right and being useful had quietly parted ways.
Two phrases from my Dad come to mind. When I was fifteen or so, like so many cocky teen boys, I told my dad I could definitely work faster than him and could take him in a fight. He didn’t argue, maybe just a little laugh, but he had two things to say. On the fight: “Maybe one day you could take me, but you better pack a lunch, because it’s going to take all day.” On the work: “Maybe. But can you keep coming back day after day? Marathoners always beat sprinters…eventually.”
He is a reliable force for good: an inventor, a volunteer and the guy consistently still showing up to serve after a full week of work. He never announces the effort. He just keeps coming back.
“The leader who’s usually right but always leads with why something won’t work will eventually find themselves working alone.”
My mom taught me the other half. Over the course of my life I’ve seen her run a daycare, plan weddings, teach unruly children, teach unruly adults, pick up new skills and serve her family, neighbors and strangers alike with a servant’s heart. Recently I was alone for a thousand miles of windshield time in an unfamiliar state, so naturally I called her. I was talking through how I’d be taking inventory in eight stores so far from home in just two weeks. Somewhere in that conversation she complimented me about how I’d never once mapped out what failure would look like—I’d just started planning from today to “job well done.” She wasn’t surprised. “Well of course not, Jared. It’s just work—you know how to do that.”
I never saw my parents lead with “No”—I was raised better than that.
A “No” even if accurate, but delivered at the wrong moment, in the wrong order, is still wrong. The leader who’s usually right but always leads with why something won’t work will eventually find themselves working alone.
Lead with “Yes.” Explain what it takes. Pack your lunch.
Jared Brown Director of Business Intelligence The Aubuchon Co.
GAIN ACTIONABLE INSIGHTS WITH THE INDUSTRY’S BENCHMARK TOOL
Scan the QR Code to learn more and take the survey.
NHPA’s Cost of Doing Business Study shows you where you stand in the paint retail industry. Your participation ensures the benchmarks reflect the latest trends and challenges, helping you plan for growth and profitability.
Your financial results compared to the industry’s best retailers
Benchmarks for eachlLine item on your profit and loss
Participants receive quarterly updates on financial and operational KPIs
Schedule a financial gap analysis with an NHPA strategic consultant to review your results
Participate in the survey, share your data and help shape this year’s industry benchmark.
Interior paint projects often prompt more renovation activity, offering opportunities for retailers. Learn more at PDRmag.com/interior-paint.
Recent price hikes have been affecting all aspects of retail, causing strain for both retailers and consumers. According to the JD Power 2026 U.S. Paint Satisfaction Study, consumers have seen price increases across all paint segments, including interior and exterior paint and exterior stain.
Exterior paint has experienced the largest increase so far this year, up $3.22 per gallon. While prices have skyrocketed, consumer satisfaction with value for price paid for exterior paint was up 14 points (on a 1,000-point scale) to 647, as consumers prioritize product performance, features and trusted customer reviews when choosing a paint brand.
See how home improvement customers rank today’s top paint brands and determine which products are still worth stocking on your shelves.
Leadership gaps won’t wait. NHPA’s Retail Management Certification Program (RMCP) equips store managers and emerging leaders with the skills to improve operations and drive measurable results.
Enrollment closes soon—don’t miss your chance to strengthen your next generation of leaders.
Elevate your leadership presence and leave ready to lead with confidence, influence key decisions and drive meaningful change in your business
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
Turn learning into action through your Business Improvement Project, solving real challenges and driving measurable ROI within your business
Learn from university professors and industry experts while receiving ongoing mentorship and direct guidance from NHPA leadership throughout the program
Industry-Wide Networking
Build meaningful connections with high-performing peers across the industry, relationships that continue to support and challenge you long after the program ends
See all of the 2026 Retailers’ Choice Awards at the 2026 Independent Home Improvement Conference. Register now at IHIConference.org
Celebrating its 60th year in 2026, the Retailers’ Choice Awards honor the best, most creative and most innovative products of the year. Sponsored by the North American Hardware and Paint Association (NHPA), the Retailers’ Choice Awards program has been a channel favorite since the program started at the National Hardware Show in 1966. A panel of independent retailers browses the show floor at spring buying markets, including wholesaler and distributor shows and NHS Concept to
Commerce, looking for products they think would perform well in their operations. The Retailers’ Choice Awards rely on the opinions of actual retailers who know what their colleagues need in a product to attract customers.
After the spring market season, the judges meet together to share their nominations, and from these nominations, the top products are chosen as Retailers’ Choice Awards winners. All of the winners will be recognized at the Independent Home Improvement Conference.
This year’s panel included:
• Ash Ebbo, Clement’s Paint
• Katie Prus, Abbotsford Paint and Decorating
• Franklin Cloninger, Triangle True Value Hardware
• RJ McDaniel, B&B Hardware
• Diana Newton, South Bay Hardware
• Emily Wood, Wood’s Ace Hardware
• Katie DeMaris, DeMaris Hardware
• Brookelyn McClellan, Hardware Sales
• Joe Franquinha, Crest True Value Hardware and Urban Garden Center
• Jared Brown, Aubuchon Hardware
• Karen Mayer, Busy Beaver Building Centers
• Megan Menzer, Newton’s True Value
S-Tex Painter’s Trousers are work pants designed for durability and mobility on the job. They are made from lightweight, hard-wearing fabric with an elasticated fit to support movement. The construction includes triple-stitched reinforcement for extended wear. Multiple pockets and tool loops provide storage and the trousers are compatible with knee pads. Reflective details are included to improve visibility. Axus Decor | axusdecor.com or rishul@axusdecor.com
The EZ-Swivel from Titan Tool is a stainless-steel swivel attachment designed for use between an airless spray gun and hose. The accessory provides a full range of motion to reduce hose binding while spraying in hard-to-reach or tight areas. It is rated for pressures up to 7,500 PSI and is available in a ¼-inch size. Titan Tool | titantool.com
THANK YOU TO OUR EXCLUSIVE SPONSOR
The Perfect Finish from Nour is a premium microfiber roller designed to apply paint with an even coat and minimal roller lines or splatter. The rollers use a high-density microfiber blend with twist yarn construction to increase paint pickup and coverage. They are constructed for repeated use and can be washed without shedding. The rollers are lint-free and can be used without pre-washing.
Nour Painting Tools | nour.com or (226) 929-2064
The Exterior Translucent Penetrating Oil Stain from SamaN is a wood finishing product formulated with alkyd resin, mineral oils, solvents and wax. It is designed to penetrate wood surfaces to add color while highlighting the grain. The stain features low-VOC content and includes UV protection. It can be applied without raising the wood grain and is suitable for use as a finish, polish or top coat.
SamaN | saman.ca
The Home Armor Power Clean Wand is a cleaning system designed for outdoor use that uses concentrated cleaning tablets with a cartridge refill design. It is intended to remove mold, mildew, algae, dirt and grime from surfaces including brick, wood, concrete and vinyl. The system connects to a garden hose for application and requires a rinse after use. Barr Brands | homearmor.com or 1-855-410-7494
WeatherMaster Sealant from Titebond is a polymer-based exterior sealant designed for use on materials including wood, vinyl siding, masonry, PVC and fiber cement. It is formulated to remain flexible, resist shrinking and adhere to damp surfaces. The sealant can be applied in low temperatures and is paintable with water-based paint after curing.
Titebond | titebond.com
Moroccan Clay DIY-Matte Plaster from Meoded Paint & Plaster is a clay-based interior wall finish designed to create a matte, textured surface. The material is applied with a trowel and is formulated with real clay for use on smooth interior walls. It is available in multiple colors and is designed for applications requiring a breathable, low-VOC decorative finish. Meoded Paint & Plaster | meodedpaint.com
The Flex & Fit brush line from The Wooster Brush Company includes detail and trim brushes designed for use with all paint types. The brushes feature flexible soft-grip handles and polyester blend or synthetic white china bristles for detail work and finishing applications. The line includes multiple brush shapes and sizes for corners, trim and small surface areas. The Wooster Brush Company woosterbrush.com
The Electric Ray Sander kit from SurfPrep Sanding is an electric sanding system designed for surface preparation and finishing tasks. It includes a 3-inch by 4-inch orbital sander with a hook-and-loop backing pad and a range of sanding abrasives for different stages of work. The system is intended for precision sanding, fine finishing and sanding between coats to produce consistent surface results. SurfPrep Sanding | surfprepsanding.com, info@surfprepsanding.com or (951) 245-4200
BY LINDSEY THOMPSON
From toothbrushes to tortillas, cat food to couches, with a few swipes and taps, a consumer can have nearly anything they want or need delivered to their front door, sometimes within hours. No longer just a buzzword, omnichannel is the expectation when it comes to a customer’s shopping experience. Consumers want
it all: the ability to shop online that blends seamlessly with meaningful in-store experience, all wrapped up with convenient last-mile solutions. And as e-commerce continues to grow—Forrester’s U.S. Retail E-Commerce Forecast, 2025 to 2030 predicts that U.S. e-commerce sales will hit $1.8 trillion by 2030 and will account for 29% of total retail sales—the need for last-mile solutions like delivery will also grow.
61% of consumers prefer home delivery over in-store pickup
Source: Retail Consumer Trends in 2026: Meeting Shoppers’ Expectations Across Demographics, UPS
If a retailer would like to get into delivery but doesn’t have the manpower or operational infrastructure to support it, numerous third-party companies exist that partner with retailers to offer delivery services.
Because the delivery radius for Warehouse Paint covers a large area—the stores regularly make deliveries to jobsites that are two to three hours away in the San Francisco Bay Area and Central Valley—president Leslie Kilmer says they have looked into using a third-party to help with deliveries.
“Logistically, it doesn’t currently make sense for us because we prefer to maintain our own scheduling control
and quality standards, but options definitely exist and may be better suited for retailers without their own fleet ,” Kilmer says.
Some of the options available to retailers include Roadie, which offers same-day delivery and delivery for larger, bulkier items, and GoShare, which provides both local and long-distance delivery options.
Within the industry, Lowe’s and The Home Depot both partner with DoorDash and The Home Depot also offers delivery through Uber Eats and Instacart. In the independent channel, Ace Hardware partners with DoorDash, Uber Eats and Instacart and RONA in Canada utilizes DoorDash.
Meeting customers where they are, whether that is at home, in the store or online, is vital to a retailer’s success, and for independent paint and decorating retailers, any chance to differentiate themselves and gain some market share is welcome for growth. Learn how two retailers are meeting their customers’ expectations with delivery services and how it has helped differentiate their businesses in their local markets and provide an additional layer of customer service for both pros and DIYers.
Providing paint, coatings and interior design services to northern California since the 1950s, Warehouse Paint, which now has five locations in the Sacramento area, has offered delivery since the 1970s.
Leslie Kilmer, president for Warehouse Paint, says delivery has been a crucial part of the company’s operations for at least five decades.
“Even as we’ve opened up new stores, delivery has always been a core part of our services,” Kilmer says. “It’s allowed us to expand our reach and support customers from centralized store locations.”
Each of the operation’s five stores has the equivalent of a full-time driver, with some stores having employees who split their time in that role, so other employees are not having to figure out how to divide time between serving in-store customers and making deliveries. Each store also has one or more delivery vehicles, either a van, truck or both. All deliveries come directly from each store. Warehouse Paint does not operate a centralized warehouse and each location’s manager has the autonomy to manage delivery in a way that best suits that store.
While the majority of deliveries are 5-gallon buckets of paint, Warehouse Paint will deliver pretty much anything for sale in the stores, while always staying conscious of the high gas prices in California, Kilmer says.
“While we don’t necessarily have an order minimum or specific turnaround time for deliveries, we certainly try to make every request work with the rest of our delivery schedule,” she says. “If it’s a contractor who is truly short just a gallon, we’re going to work that in as quickly as possible to meet their deadline. If it’s a customer that’s always having us deliver a single gallon the same day, we’ll have a conversation to find a better way to serve them and protect our bottom line. Serving customers is the primary goal so if a store is unable to get product delivered to meet their deadline, we have other resources such as our outside sales team to help make it happen.”
Offering delivery services comes with upfront equipment costs, additional labor costs, maintenance and effort, but for Warehouse Paint, this service has helped differentiate them in the market. Kilmer says other retailers considering adding delivery services should be certain they are in the position to be able to offer the service fully.
“To be able to do delivery right, you have to go all in and truly embrace the service, including all that comes with it—those upfront costs for a vehicle and personnel, maintenance costs and more,” Kilmer says. “Offering delivery provides tremendous value to our customers and is a core part of our services. I can’t imagine us not doing it.”
Delivery services have only been a part of the offerings at Andriots Paint & Flooring in Shelbyville, Kentucky, for about five years, but make a big impact in the level of service the store offers. BJ Andriot, owner of Andriots Paint & Flooring, says he added delivery at the same time he added an outside sales rep, which also coincided with the COVID-19 pandemic.
In early 2026, Roadie, a UPS company, and Supply Chain Dive’s studioID, conducted a survey of 1,000 consumers who had purchased goods online in the past six months, which revealed shifts in customer expectations when it comes to delivery. As you develop your delivery strategies, keep these consumer inputs in mind to make the experience worthwhile to your customers.
“When COVID-19 happened, delivery provided us a way to get paint to people’s houses when they didn’t want to leave,” Andriot says. “Between delivery and curbside pick-up, we did everything we could to keep business going.”
Most of the deliveries are done by a sales rep who receives the orders from customers and then shares them with the store to fulfill. Currently, it is mostly the store’s pro and contractor customers who are taking advantage of delivery services, but Andriot says they do have a handful of retail customers who use it too, including several elderly painters and a local woman who paints statues. The store
also sells flooring and delivers to those customers two to three times a week on average.
“Delivery definitely takes some manpower, but it’s worth it,” Andriot says. “There’s a lot of places that don’t deliver, so it gives us an edge against other stores and big boxes in the area.”
Andriots Paint & Flooring doesn’t have a delivery minimum and will even deliver as far as Louisville or Cincinnati, several hours away. There is no delivery fee for paint and sundries, although sometimes Andriot will charge a fee to deliver larger flooring orders.
For Andriots Paint & Flooring, finding success in delivery has meant
getting the word out and setting reasonable expectations with customers.
“I have had customers call and want delivery in 15 minutes of them placing the order, so I’ve had to ‘train’ them to think more ahead and not wait until the last minute to place paint orders for delivery,” Andriot says.
In the last five years, Andriot has also seen how delivery has increased customer counts.
“Because we offer delivery, I’ve had customers order from me who wouldn’t normally come into the store because they are too far away from our small town,” Andriot says. “Delivery does get that additional business and expands our reach.”
BY CURTIS GILLMAN
Any retailer worth their salt will tell you that “because we’ve always done it that way” isn’t a good reason to avoid change.
The problem isn’t that operators don’t believe that statement. It’s that far too many don’t live it.
The road to hell may be paved with good intentions, but in the home improvement industry it’s often paved with delayed decisions. Many good stores watch performance slowly decline while intending to make necessary improvements someday, just not today.
Change resistance exists on a spectrum. In extreme cases, it’s easy to spot, as obsolete inventory sitting on shelves for years at full retail, lack of computerized inventory management, outdated point-of-sale systems or casual disregard for employment laws and risk management.
Fortunately, those cases are becoming rare, but the resistance often shows up in more subtle ways.
The hard truth is that independent home improvement retailers have a reputation for being just a couple of steps behind the curve—not far enough behind to fail, but rarely far enough ahead to thrive. Over time, those small gaps grow and compound.
Let’s look at how that tendency quietly shows up inside many stores.
Most operators have watched a process unfold in their store to eventually find themselves asking: Why do we do it this way?
Maybe it’s paperwork that gets filled out and filed away without anyone ever reviewing it or a manual process that once served a purpose but now only consumes time, energy and attention. The real cost isn’t just the annoyance. It’s the opportunity cost of those wasted resources.
One practical exercise I’ve used with leadership teams in the past is something called the “Kill a Rule” practice. During meetings, employees are invited to challenge any policy or procedure they believe doesn’t add value. Leadership has a short window to justify why the practice exists. If it can’t be defended, the rule gets eliminated. It’s a surprisingly powerful exercise, because many business practices survive not because they are effective, but because no one has questioned them recently.
Another common form of resistance is avoiding improvements simply because they require effort up front. A perfect example is inventory management.
Believe it or not, some stores still walk their entire floor with a scan gun, or worse, pen and paper to place orders. When asked why they don’t rely on min/max inventory settings and allow their ERP system to generate purchase orders automatically, the answer is often the same: “We tried that once. It didn’t work right.” Or perhaps, “We just don’t have time to set it up.”
Both explanations miss the larger point. Systems rarely fail because they lack merit. They fail because they are never properly implemented.
Setting up retail performance systems takes time, they require adjustments and re-working, but once effective systems are functioning properly, they can save countless labor hours every year and free your team to focus on customers instead of processes. Returns on operational improvements come after the investment of effort, not before.
Labor expectations are another area where tradition can quietly hold retailers back. Sometimes you can do everything right and still struggle to recruit great employees. Labor markets fluctuate and talent competition is real. But sometimes the answer is much simpler. If nearby businesses
Curtis is an NHPA Strategic Consultant and owner-operator with over 20 years of experience in the independent hardware and home improvement channel. He is the founder of Legacy Retail Advisors, where he works with independent retailers to improve operational performance, strengthen teams, and plan for succession. His approach focuses on disciplined execution, KPI-driven management and intentional leadership development.
are consistently hiring stronger employees than you are, it may be worth asking a straightforward question: What are they doing differently?
The answer is usually obvious—compensation, benefits, work environment or recruiting strategies.
It’s common to hear operators say, “We just can’t afford to offer those benefits.”
In most cases, the opposite is true.
Retailers who consistently hire stronger employees typically discover something important—better employees are more productive, more engaged with customers and far more efficient with their time. In other words, better employees often pay for themselves.
If you’re paying bottom-of-the-barrel wages, you shouldn’t be surprised when the results match.
Many retailers complain that they struggle to find qualified applicants. When asked how they are recruiting, the answer is often the same: word of mouth, signs in the store or the occasional social media post.
Those tactics may be inexpensive and sometimes effective. But if they are not producing the results you need, it may be time to rethink the approach.
Promoting job opportunities on platforms like LinkedIn, Indeed and other professional recruiting sites isn’t cheap, but these platforms put your opportunity in front of a larger, more qualified pool of candidates than traditional methods. For retailers who are serious about building strong teams, recruiting should be treated like any other investment in the business, not simply an expense to avoid.
Artificial intelligence has quickly emerged as a divisive topic, seen as either revolutionary or a looming risk. Regardless of where you stand, one thing is certain—it will impact independent retailers.
The real choice isn’t whether AI matters. It’s whether you view it as a tool reserved for large corporations or as an opportunity to level the playing field.
Every area discussed in this column will be touched by it.
On the back end, AI can improve inventory management, helping retailers better anticipate demand, reduce excess stock and improve in-stock positions without constant manual adjustment.
In performance management, it can simplify how operators track and interpret data, turning it into clearer KPIs and faster decision-making.
On the salesfloor, it can strengthen the most important part of the business: the customer interaction, equipping employees with real-time access to product knowledge, project guidance and store-specific information.
None of these ideas are entirely new, but they are becoming significantly more powerful and far more accessible. You don’t have to like it, but you cannot afford to ignore it.
Independent hardware retailers are among the most resilient operators in the entire retail industry, and that resilience has carried many businesses through decades of change.
Today’s environment demands more than resilience. It demands intention and action.
The retailers who continue to thrive will be the ones willing to challenge outdated habits, invest in better systems and make decisions based on where the business is going, not where it’s been. Because “We’ve always done it this way” is no longer a strategy.
INDEPENDENT HOME IMPROVEMENT CONFERENCE
BY LINDSEY THOMPSON
Bringing together the independent channel for two days of education, industry insights and networking, the 2026 Independent Home Improvement Conference (IHI Conference) will send attendees back to their operations with practical takeaways and applicable best practices. The IHI Conference will take place July 29-30 at the JW Marriott Orlando Grande Lakes and is hosted by the North American Hardware and Paint Association (NHPA) and The Hardware Conference.
After the morning’s breakout sessions and dedicated time in the exhibit hall engaging with vendors, the general session will open each afternoon, featuring keynote speakers and panels.
NHPA’s COO, Dan Tratensek, will welcome everyone on Day 1 and present the State of the Industry: Embracing What’s Next, diving deeper into how the industry is performing this year, what the future holds for independent home improvement retail and how retailers can embrace opportunities.
Scan the QR code to learn more about sponsorship and exhibitor opportunities to support the independent channel at IHI 2026.
Following the State of the Industry, meet some of the top-performing retailers in the channel during the Independent Awards Panel: Raising the Bar in Retail, featuring NHPA’s Top Guns and Young Retailer of the Year honorees and The Hardware Connection’s Beacon Award winners. These outstanding retailers will share how they move the needle operationally, engage with customers and connect with their communities in positive ways.
Day 1 will conclude with Matt Nicols, vice president of branch operations and retail sales at Koopman Lumber, and Jared Brown, director of business intelligence for Aubuchon Hardware, providing insights and best practices from their experiences for aligning strategy, structure and opportunity for growth.
On Day 2, Dave King, executive director of the Home Improvement Research Institute (HIRI), will present Unpacking Macroeconomics’ Impact on the Independent Channel, diving into the current state of macroeconomics and the impact of economic factors on the home improvement industry.
During the Helmets to Home Improvement Panel, we will honor military veterans who are now part of the independent channel and hear their stories of how their military experience has translated into their roles in the independent channel.
The day’s general session will wrap up with Shaping the Future of Independent Retail, where Bogucki Enterprises owner Anthony Bogucki and Sullivan’s Hardware owner Pat Sullivan will share how to effectively utilize e-commerce and experiential retail to prepare for the future.
THANK YOU TO OUR CONFERENCE SPONSORS
Join hundreds of retailers, channel partners and industry vendors for this dynamic two-day learning and networking event. Whether you’re a long-time veteran or new to the industry, this is where the industry’s best come together to swap ideas, explore cutting-edge technology, discover new products and walk away with fresh inspiration. Don’t miss your chance to connect with the channel. Register today at IHIConference.org
RESOURCES
The Data You Need
NHPA conducts industry research throughout the year, providing data to help retailers be better and more profitable. Learn more at YourNHPA.org/research
Examining how fellow independent home improvement operations perform throughout the year gives retailers in the channel a benchmark for improving their own operations.
Since 2022, the North American Hardware and Paint Association (NHPA) has partnered with The Farnsworth Group to produce the Independent Retailer Index, which tracks key performance metrics quarterly.
Every quarter, the index asks independent home improvement retailers to share data from year-over-year changes in:
• Transaction size and count
• Inventory investment
• Cost of goods
• Profit margin dollars
• Future operational investments
The most recent Independent Retailer Index brought together a focus group of independent retailers to provide insight into how retailers
are performing amid economic uncertainty. According to the focus group, 58% reported increased year-over-year sales growth. Average total sales grew by 3.9% during this period. This strong performance in the first quarter serves as a positive indicator that the upcoming spring season may surpass 2025 levels.
“I think it is encouraging that we are seeing some positive momentum in terms of sales, but I think it is important to temper our optimism as significant challenges continue to persist,” says Dan Tratensek, NHPA chief operating officer. “External issues like surging gas and utility prices, overall affordability and high interest rates could dampen some of the progress we saw in the first quarter, so we are still cautious with any declarations about this momentum having sticking power. We still feel relatively confident that we should see growth this year over last, the question will just be how meaningful that growth will be.”
Be sure you’re on the list to receive the newest data from the Independent Retailer Index quarterly. Head to YourNHPA.org/research to subscribe today.
OVER YEAR)
In Q1, 58% of the focus group reported a year-over-year increase in total sales, representing a jump of 25 percentage points compared to the previous year. CHANGES IN TOTAL SALES
Increased
Stayed about the same
< 5% of respondents were unsure
In Q1, only 23% of the focus group saw increased transaction counts, a 3-point drop from last year. Average transaction volume fell by 1.1%, nearly mirroring last year’s 1.4% decline.
NHPA’s Cost of Doing Business Study provides detailed financial information from hardware stores, home centers, lumber and building materials outlets and paint and decorating outlets in the U.S. For over 100 years, independent home improvement retailers have used this annual study to benchmark their business against industry averages, identify ways to reduce costs and increase profits, uncover hidden growth opportunities and plan for long-term financial success. The Cost of Doing Business Study depends on participation from independent retailers like you. Your input helps ensure the data reflects today’s market and strengthens the value of industry comparisons. In return, you gain access to insights that help improve performance and profitability.
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Scan the QR code to participate in the study and give your input.
ANTICIPATED BUDGETED REVENUE NEXT YEAR OVER THIS YEAR
The focus group remains optimistic for 2026, with more now expecting revenue growth, even as projected increases have edged down to 7.6% from 8.3% in prior quarters.
ANTICIPATED OPERATIONS PERFORMANCE THIS YEAR TO DATE OVER THE PREVIOUS YEAR
The focus group anticipates a general trend toward higher costs and stable or increasing sales. The most significant anticipated increases are seen in the cost of goods. However, transaction size and revenue are expected to increase over 50% compared to the prior year.
The focus group is seeing a surge in transaction sizes. 59% of retailers reported year-over-year increases in transaction size—a jump of 17 percentage points compared to both last year and last quarter. On average, transaction values grew by 3.3%, nearly doubling the growth rate seen in the previous year.
OVER YEAR)
Cost of Goods (COG) remains a headwind, though pressure is easing. While 48% of the focus group saw higher year-over-year costs, this is 4 percentage points lower than last year and a 19-percentage point drop from last quarter. The average COG rose 2.7% year-over-year, holding steady with the rate seen in Q1 2025.
< 5% of respondents were unsure <
PROVIDED BY THE HOME IMPROVEMENT RESEARCH INSTITUTE
aint applicators are a performance decision for DIYers and a repeat purchase decision for pros. Retailers that merchandize for both can turn a routine category into a strategic advantage.
High-Margin
See how two retailers boost margins in the applicators category at PDRmag.com/trusted-tools
Based on HIRI’s 2025 Homeowner Activity
Tracker, homeowners remain motivated to take on projects, but current home improvement activity is increasingly anchored in maintenance and smaller projects as cost sensitivity rises. Even still, homeowners are shifting toward hybrid execution, with more homeowners blending their own work with professional help.
Even though interior painting projects are typically fast and transactional “weekend” projects, tool selection among DIYers is performance-driven. Projects are increasingly focused on visible areas like living spaces and on curb appeal, raising expectations for finish quality. This creates a more selective applicator shopper.
DIY needs guidance and simplicity. Pros need speed and consistency.
Strong cross-purchasing with drywall, flooring and prep materials supports merchandising applicators as part of complete solutions.
While big box still dominates share, painting specialists do have an inclination towards local distributors and specialty suppliers over generalists, creating an opening for independents to compete on expertise and curated assortments.
Contractors approach paint applicators differently. Interior paint is a high-incidence category, with 72% of pros purchasing interior paint products each year based on HIRI’s 2025 Contractor Product Purchase Incidence report. Within that, applicators are core:
• rollers (60%)
• brushes (57%)
• pans (51%)
• sandpaper (57%)
• scrapers (44%)
Further, HIRI’s findings identified that, for pros, painting supplies are rarely purchased in isolation. When pros buy paint, 90% also purchase paint and stain products, 85% drywall/gypsum board and 70% flooring. Good-better-best (GBB) assortments matter here as well. Nearly all pros (96%) are familiar with GBB structures. Approximately 80% purchase from such brands monthly and more than two-thirds report increased loyalty and satisfaction, with over 80% likely to repurchase. While big-box retailers dominate overall purchasing, specialists are more likely than generalists to supplement those trips with purchases from local distributors and specialty suppliers, based on HIRI’s findings.
HIRI’s broader paint market data reinforces this split. While consumer demand for paint sundries has softened, the professional segment now exceeds $3.5 billion and is growing at twice the pace that consumer demand is softening based on HIRI’s March 2026 Size of Market Forecast
Meanwhile, HIRI data also correlates how roughly three-quarters of homeowners completing interior painting are also doing other projects, reinforcing that applicators are rarely standalone purchases and can be part of a larger merchandising strategy for retailers.
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
BY ANNIE DAMEWORTH
Brushes, rollers and applicators present a significant opportunity for retailers to not only sell more product, but also educate and inform customers, hopefully earning repeat business in the process. Tanner Paint Company, a fourth generation,
family-owned paint store with two locations in Tampa, Florida, is a one-stop shop for professional painters and DIYers. The store has been successfully selling a wide range of paints, stains, wallpaper, pressure washers, design tools and applicators since the store’s inception in 1933.
Discover five ways retailers can win with paint applicators at PDRmag.com/paint-applicator-wins
Customers are greeted by aisles of applicators, from brushes of all sizes to mini and full-sized rollers, when they walk in the doors of Tanner Paint.
“At both of our stores, if someone walks in, they’re going to say, ‘Man, these people love applicators,’ because we sell so many different brands and lines,” says Walker Tanner, owner of Tanner Paint Company.
As a proud independent retailer, Tanner Paint strives to provide a quality selection of products for customers completing all types of projects. To keep inventory updated, Walker stays in regular contact with vendors and partners to ensure the best products are on the shelves.
“We are always striving to provide the best products for every type of project and paint,” Walker says. “This involves constantly working closely with our vendors to stay informed about new developments and product releases.”
Walker keeps it simple when it comes to displaying his applicator selection, organizing products in dedicated aisles and separating shelves by brand. To support the independent industry, he strategically places independent brands at eye level so customers see those products first.
“I like showcasing all of our independently-owned and mainly U.S. applicator brands more front and center than other applicators,” Walker says. “I ideally would like my painter to support somebody who’s actually going to try to help our business rather than someone who’s going to take business away.”
Learning customer motivations and equipping employees with the knowledge needed to guide customers to their best product option has contributed to Tanner Paint’s success over the years. Walker decides which brands or lines of applicators to stock based on overall performance, but he also takes into account his customer’s
Stellar Selection
Tanner Paint Company is outfitted with a wide selection of applicators to stay up-to-date with customer preferences and needs and trends in the category.
As e-commerce and online shopping continues to become a more popular and preferred option for many shoppers, adding educational information to your store’s website is a prime opportunity to boost online traffic and sales and bring additional customers to your store.
Tanner Paint’s website features a robust variety of information for visitors, including blog posts sharing design information, a news page and separate tips pages for both DIYers and pros. The site also has a detailed “How to Choose A Paint Brush” page outlining the ideal bristle blend, handle size or roller cover material best suited for specific types of paint and projects.
“We added that page because using the right tools is essential; the correct brush or roller can make a project look beautiful, while the wrong applicator can lead to poor results,” Walker says. “We want to ensure our customers have the guidance needed for a professional finish.”
specific preferences when choosing which inventory to add or keep.
“So many different contractors or painters have a connection to their brush—it’s part of that painter. They feel confident and comfortable with that brush,” Walker says. “I’ve tried to, over the years, kill some lines that were not performing as well or had too much product, but then painters would come in and say, ‘What happened to my brush?’”
In the same vein, Walker keeps things familiar for customers so they know where to find the products they are searching for.
“Our applicator displays do change some, but mainly, I think a person could come back 20 years from now and know where different things were,” Walker says. “I just keep adding to the current applicator aisles we have.”
At Tanner Paint, employees are keyed in to the specific pain points of each customer base. Walker says professional painters tend to be more concerned about the quality of an applicator while DIY customers typically ask for recommendations and the most economical option.
“Most people are very open to suggestions and recommendations, especially homeowners,” Walker says. “They want to know what products will accomplish the job most effectively and they want to get the best finish possible.”
To ensure each employee has the expertise and confidence needed to answer the range of customer questions asked day to day at the store, Walker trains employees one-on-one and walks them through the ins and outs of each line of applicators. He also often brings in representatives from applicator companies to provide employee training, which he says has helped his team tremendously.
“When providing training, I’ll give a little rundown of what painters and contractors have said about each applicator,” Walker says. “We’ve been fortunate to have great employees who have been here for a long time. They help educate our newer employees.”
News to You
Subscribe to our weekly newsletters at PDRmag.com/subscribe to get the latest news and trends.
PPG and Sherwin-Williams released financial results for the first quarter of 2026, with both reporting strong growth despite economic and global pressures impacting the first three months of the year.
“Sherwin-Williams delivered strong sales in a quarter characterized by heightened global uncertainty and continued demand softness in most end markets,” says Heidi Petz, Sherwin-Williams chair, president and CEO. “Our growth investments and relentless focus on new accounts and share of wallet continued to yield results, as sales exceeded guidance on a consolidated basis and in all three reportable segments.”
“In the first quarter, PPG delivered organic sales growth of 1%, demonstrating our ability to maintain growth momentum in a challenging environment,” says Tim Knavish, PPG chairman and chief executive officer. “We delivered higher selling prices, with further selling price realization targeted to offset any inflationary impact more quickly than prior cycles.”
June 22-24 | COLOGNE, GERMANY JUNE
JULY
Independent Home Improvement Conference
July 29-30 | ORLANDO, FL
AUG
Orgill Fall Buying Event
Aug 3-16 | VIRTUAL
House-Hasson Hardware
August 6-8 | SEVIERVILLE, TN
You no longer need specialized equipment for minor popcorn ceiling repairs. Introducing the Peel and Stick Popcorn Ceiling Repair Patch, from Hyde Tools. The all-in-one kit includes high-quality patches – circular and rectangular – with unique scalloped edges that blend into existing texture. Use the included blending compound to make the seams virtually disappear. Designed for speed and efficiency, each Popcorn Patch kit provides a uniform finish with a short dry time, allowing you to reclaim your ceiling in minutes. Whether you are tackling a small scuff or a larger blemish, this professional-grade solution ensures a clean, seamless repair. For more information, contact your Hyde Tools sales representative at 800.872.4933 or custrelations@hydetools.com. ©2026 Hyde Tools, Inc. All rights reserved.
Enroll Today
Don’t wait to build the leaders your operation needs. Learn more by visiting YourNHPA.org/rmcp
Built for owners and managers in the home improvement industry looking to boost their leadership skill set, the North American Hardware and Paint Association’s Retail Management Certification Program (RMCP) is the industry’s premier management school focusing on growing store sales and profits in today’s changing retail landscape.
Participants will gain skills in financial management, advanced retail operations, advertising and marketing, budgeting and benchmarking and leadership and teambuilding. The course content, taught by a distinguished team of collegiate-level and retail professors, addresses current issues and focuses on what’s happening in the industry right now, so students can apply
what they learn to their teams and businesses immediately.
“My overall experience with the RMCP program was enlightening,” says Tommy Granger, store manager at Randy’s Do-It-Best. “Being exposed to the different problem-solving perspectives of my classmates and the instructors was super valuable. I was surprised we could all come to the same solution to problems but through 15 different avenues, many of those I would not have thought of myself.”
RMCP is centered around a business improvement project, where participants identify a real operational challenge within their business and build a structured solution they can immediately implement. Each student and their sponsor—the business owner or manager who helps coach the student through the
program—choose what they want to work on based on the current needs of the business. Past projects have improved inventory accuracy, merchandising execution, training systems, operational efficiency and customer experience.
“All the knowledge and centuries of experience you get exposed to here at RMCP is incredible,” says Luke Rogers, store manager of Bridgeport Building Center. “You get to learn and hone your skills to be a better leader, and the whole time you’re here, you’re just getting filled with knowledge.”
Whether your business is new to RMCP or you have sent participants to past programs, apply now to follow in the footsteps of over 300 retailers who have gleaned invaluable knowledge from the program, creating stronger leaders and stronger stores.
• 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
