2023 NHPA Young Retailer of the Year

TABLE OF

ABOUT THE PROGRAM

Now in its 27th year, the North American Hardware and Paint Association Young Retailer of the Year program recognizes high-achieving retailers 35 years of age and younger who represent the next generation of the independent home improvement channel.

Honorees are chosen based on criteria such as career accomplishments, community involvement, ongoing education within the industry and extracurricular activities. The honorees are selected from three categories: Under $3 million in annual sales, over $3 million in annual sales and operations with multiple locations.

This year’s class, which features a record 11 honorees, shares why community is key to a successful operation, the opportunities and challenges facing the independent channel and what excites them most about the industry.

Sponsors

Jessica Talerico

Zane Watkins Travis Hellvig

Ryan Clouse

Austin Diehl

Scott Fines

Michael Gleason Jr.

Matt Lambert

John Luhring

Dalton Meny

Katie Prus

Q&A Jessica

What are the keys to your success in the industry?

“For me, my parents have been huge supporters, but my success has also come down to me being willing to embrace opportunity and taking that leap of faith. You have to be willing to learn new things, jump in with both feet and take a chance.”

OWNER

Old Lyme Hardware

LOCATION

Old Lyme, Connecticut CATEGORY

Under $3 Million in Sales

CONNECT

• Has a degree and background in food service management

Kept the store open during comprehensive renovations, including replacing the 4-foot shelving with 6-foot gondolas, installing new wood floors and removing outdated inventory

• Added over $100,000 worth of new inventory, including fasteners, plumbing, electrical, power tools and outdoor power equipment

• Launched a new website and a social media presence

Hosts community events, including an Easter egg hunt, a pumpkin carving event and youth reading nights

• Named the 2022 Young Professional of the Year by the Chamber of Commerce of Eastern Connecticut

With her investments in the business, sales increased 500% in the first year

Why is being involved in the local community important to you?

“I have no home improvement background or experience in owning a business, so going into this adventure, my community has been everything. We’re here for the community, and they’re what keeps us going. As long as they’re coming in, we’re able to stay in business. So it’s a priority for us to be there for the community and support them in whatever way we can.”

What are the biggest challenges facing independent retailers?

“I think competing against the big-box stores and online retailers is a challenge for the independent channel right now. But these challenges can also be opportunities for our industry to offer something those other retailers can’t—personalized service. People want to connect with others again, they want to walk into a store and know they are not just some number. As independents, we can provide that service.”

While her background was in the restaurant industry, Jessica Talerico didn’t let a steep learning curve and lack of home improvement knowledge deter her dreams of owning a hardware store.

Q&A Zane MEET

What excites you the most about our industry?

“It’s really cool to be able to be here for others, living life positively and making a difference in people’s lives. I love being able to help customers with their projects big or small, answering their questions or simply making their day better. It’s not always about what I can do for them; often it’s what they do for us to make our days better too.”

GENERAL MANAGER AND CO-OWNER Village Hardware LOCATION

Hatch, New Mexico CATEGORY Under $3 Million in Sales

CONNECT WITH THE STORE villagehardwarehatchnm

• Worked in the family hardware store in high school

Helped the National Guard get pipes to drain the community during a flood

• Earned a bachelor’s degree in business administration and marketing from New Mexico State University

Supports local students in Future Farmers of America and 4-H

• Led a store reset in 2017

Increased sales 72% since 2017

• Raised margins by 3.2%, average ticket by 31% and customer count by 28%

What are the biggest challenges facing independent retailers?

“I think a challenge for us is to find younger people who want to work in this industry. And if you do find them, they don’t really have the knowledge, training or experience, so you have to work a little harder to bring them up to speed. But, despite the challenges, I do see there’s a lot of hope in the future for people coming into this business.“

What are the biggest opportunities for the independent channel?

“Embracing technology will be key for our industry, especially e-commerce. Even here in my small town, being online is connecting us with customers hundreds of miles away who we never would have guessed would be a target market for us. It’s about changing my mindset and embracing what’s next while still offering the in-store personal service customers also want.”

Zane Watkins grew up working for his father at the family’s hardware store, Sun Valley Hardware. His comprehensive restoration of the family business and its culture has delivered outstanding results.

Q&A Travis

What are the biggest opportunities for the independent channel?

OPERATIONS MANAGER

Hartford Building Center

LOCATION

Hartford, South Dakota

CATEGORY

Over $3 Million in Sales

CONNECT WITH THE STORE

• Second-time honoree—received the Young Retailer of the Year award in 2016

Invested in his education through the NHPA Retail Management Certification Program in 2017

• Serves as a volunteer firefighter, is a member of the Hartford Area Chamber of Commerce and the Hartford Area Optimist Club and volunteers for Junior Achievement in his area school district

• Hosts an annual Christmas event that now attracts thousands of people to give back to the community and features a community breakfast and dinner, a local vendor craft show, several family events and activities and fireworks

• Led a 6,400-square-foot expansion, including 2,400 square feet of additional retail floor space and a showroom, contractor sales offices and conference room space

Turned the business around from a 12% decline in sales in 2021 to record profits in 2022

“Consumers are spending more time trying to make decisions, especially large purchase decisions, and as a small independent retailer we have the opportunity to provide that knowledge and service they’re maybe not going to get elsewhere. Being able to make a more personal connection and provide resources and information allows us to pick up some sales we maybe weren’t getting an opportunity at before.”

Who or what has helped you achieve what you have so far?

“My family first and foremost has led to my success. If we didn’t support one another, none of us would be where we are. We also have the best customers and employees who help us continually grow and get better each year. I spend a lot of time taking part in ongoing education, so I’m also grateful for the opportunities for education through NHPA and other organizations.”

What excites you the most about our industry?

“What excites me about this industry is that no day is ever going to be the same. There’s always a challenge, but we have the ability to help people solve problems and find new ways to do something.”

Travis Hellvig is no stranger to personal and professional challenges, and he has used those difficult times to improve the business and himself.

Q&A Ryan

What are the keys to your success in the industry?

OWNER

Clouse Family Ace Hardwares

LOCATION

Michigan

CATEGORY

Multiple Locations

CONNECT WITH THE STORE

Rogersfamilyfoods

• Started in the hardware industry at 21 years old; fourth-generation family member to run the family business

• Reengineered the networking and communications systems in most of the operation’s stores

Set up remote access support for the entire company, created remote training for employees and implemented monthly online meetings to improve communication

• Redesigned all the operation’s handbooks, policies and procedures documents

• Grew hardware sales at Roger’s Family Foods and Oscoda Ace Hardware by over $250,000 in four years

Created and coded computer macros to shorten the time needed to input sales at the main office, decreasing time spent on this task by 50%

• Saved the company hundreds of thousands of dollars with his initiatives and operational programs

“For me, it’s streamlining processes and having that technology base where people can reach out. It’s being a support center so employees don’t feel like they’re out on their own. I set up remote access at every store, so if anybody has a problem, we can fix those problems on the spot. It works as a learning tool as well. Through remote access, I can show them what they need to do and how the processes work, and they have the information they need at their fingertips.”

Why is being engaged with the local community important to you?

“Our community is our family. The same way we take care of our immediate family, we also take care of our co-workers and watch out for each other. When people see you supporting your community, it becomes like a ripple in water—easily seen and easily felt. What started with just you helping out expands to others joining in, and that can really make its mark.”

What are the biggest opportunities for the independent channel?

“Taking on our customers’ challenges is our biggest opportunity. It’s looking for ways to go the extra mile for your customers. For example, if we have customers who are always picking up their items or they have no way to get here to pick it up, we offer them delivery. It’s about asking our customers what they need, because often they don’t have time to look for it themselves.”

Building on the successes of his family’s 109-year-old operation, Ryan Clouse is committed to continuing the legacy of Clouse Family Stores. As a fourth-generation family member in the business, he has already made his mark on the operation’s expansion throughout Michigan.

Q&A Austin

What are the keys to your success in the industry?

“I focus on getting buy-in from employees on the many changes we go through because we need employees to get behind any changes to be successful. I achieve this through employee-first leadership—working with employees and getting to know them to figure out ways we can be flexible and offer a better work-life balance. Employees who are happy tend to work harder and show up consistently, which is important to developing a culture.”

DIRECTOR OF OPERATIONS

Randy’s Hardware LOCATION

Virginia CATEGORY

Multiple Locations

CONNECT WITH THE STORE

randyshardware

Why is being engaged with the local community important to you?

• Developed a culture at Timberville that emphasized customer service along with strategic selling practices aimed to increase their average ticket

• Promoted to director of retail operations for all three Randy’s Hardware locations in 2019

Was one of the first retailers in the region to put up plexiglass shields at checkout counters and offer curbside service during the pandemic

• Oversaw opening of fourth location, finding a suitable location, planning store inventory, building the store fixture layout, creating a headcount that corresponded to projected sales and hiring new staff for the new business

• Led Mount Jackson team to have the store back up and running at full strength in record time—barely 100 days after the store went up in flames

Developed a labor budget to control unnecessary spending and reduced labor expenses by 7.9%

“Our president and co-owner Randy has always talked about how the hardware store is the hub of the community where people come to talk and figure out what’s going on. If you have a question, you can go there for answers. Being a centralized location where people can come together is very important. It’s our kids and our families and our livelihoods growing up in this community, so I want them to grow up in as good of a community as they can.”

What are the biggest opportunities for the independent channel?

“One of the things that really interests me is this evolution of brick-and-mortar retail. In the retail industry it used to be you had brick-and-mortar stores and then you had online retailers, and now they’re both drifting towards each other. It is really important to not only operate in our communities in the physical space, but also the digital space. Just having a website is becoming the bare minimum; we have to ask what the next steps look like.”

Austin Diehl’s brilliance shines in his unglamorous data analysis that keeps Randy’s Hardware stores profitable, and his influence is reflected in his leadership mentoring and culture-building across all of locations.

Q&A Scott

Why is being involved in the local community important to you?

OWNER

Fines Home Hardware Building Centre LOCATION

Ontario, Canada CATEGORY

Multiple Locations

CONNECT WITH THE STORE fineshomehardware

• Worked at the original Fines Home Hardware Building Centre, owned by his parents, from ages 12 to 19

Holds a degree in civil engineering from Dalhousie University

• Purchased two struggling Home Hardware stores in Ingleside and Cornwall, Ontario, with wife Amanda in 2016

Sponsored and donated to over 300 different causes during the past seven years

• Principal engineer of Fines Design & Consulting, an engineering firm that works in conjunction with the stores

• Continues growing his professional engineering knowledge, enrolling in courses and attending seminars related to residential and light commercial construction

Takes French courses at St. Lawrence College to better interact with French-speaking customers and contractors

“As business owners we have a responsibility to influence the type of community we want to live, work and raise our kids in through the ways we give back. Sometimes we’re able to give back financially, but sometimes it’s time you’re giving. We try to lead by example and let our local organizations know that we’re in it with them.”

What are the biggest opportunities for the independent channel?

“During the pandemic we were so focused on the sheer number of customers, we let our service slack. Now, we have the opportunity to focus on what we should be focusing on, which is service. The number of people walking through the door might be a little less, but that gives us a chance to get back to our roots and focus on what we want to be known for—offering a high level of customer service.”

Who or what has helped you achieve what you have so far?

“I grew up in this industry through my parents’ business, and I learned a lot working through all the different jobs from cleaning the lumberyard, working in the garden center, being a cashier, sweeping floors and more. They did very well with their business and were able to sell it in 2012, so we got to see full circle from that perspective as to how this industry can work.“

Scott Fines’ innovative approach to business allows his operation to offer customers a seamless transition from design to material supply, and his quest for knowledge will continue to position the company for success for years to come.

Q&A Michael

Who or what has helped you achieve what you have so far?

“The team at Gleco has always pushed me; I hold myself to a very high standard because of them. They’ve encouraged me to always be moving forward and not be complacent, which has led me to always look for efficiencies and bring value to the team. My dad’s been my mentor in this industry, showing me the ropes, answering all the questions I have and challenging me at times when I need it.”

CONNECT WITH THE STORE

What excites you the most about our industry?

Chaperoned a service trip with his high school alma mater to work with Habitat for Humanity

• Hosts three contractor shows a year that bring in 100 to 200 customers at each event, and cooks breakfast for every attendee at the events

Currently enrolled in leadership courses at NHPA

• Led the shift in the company’s e-commerce strategies, which improved sales and engagement in an era of contactless service

Upgraded the operation’s digital capabilities in each store, adding iPads and automated smart lightbulbs that turn on whenever the tablets receive an order notification

• Changed the company’s philosophy on purchasing and has added technology and precise reporting that have allowed the business to forecast needed inventory more effectively

“For me, as part of an independent business, it’s the ability to have full control over my day. There’s always curveballs, but having control over what we do as a company is empowering. The networking opportunities in our industry also energize me. It’s comforting to know there are other people going through the same struggle, and everybody’s working toward a common goal.”

What are the biggest opportunities for the independent channel?

“The ability of the independent to bend and flex more than a big-box outlet allows us to provide a personal level of service. I think that’s where independents need to lean in more and rely on what has gotten us the gains in the last few years.”

ASSISTANT GENERAL MANAGER AND HEAD PURCHASER Gleco

With a desire for efficiency and a willingness to look outside the box for solutions, Michael Gleason Jr

has made big impacts at Gleco

through the implementation of several technologies.

.

Paints

Q&A Matt MEET

What excites you the most about our industry?

“I am excited that we’re finally modernizing as an industry and starting to adapt new technologies and apply them. It’s fun to see that shift as a younger, tech-savvy person in the industry. Technology is changing how we do business every day, from customer service to operations. As our customers change, it’s really fun to see how we can adapt to a new market.”

REGIONAL VICE PRESIDENT

Nation’s Best LOCATION

Oklahoma and Texas

CATEGORY Multiple Locations

CONNECT WITH THE STORE

Nation’s Best Holdings, LLC

What are the biggest challenges facing independent retailers?

• Started working in his parents’ business, Lambert Lumber, as a child and grew his responsibilities over the next several years

Stepped up to help run operations when a manager quit

• In 2011, took over operations, including directing every aspect of the business: sales, management, ordering, inventory control and margins

• Developed a custom-home service, offering more customized solutions for homebuyers and guaranteeing sales from homebuilders

Sales increased 280% from $3.5 million in 2011 to $13.3 million in 2016, and by the end of 2018, Lambert Lumber reached $15 million in sales

• Was instrumental in the transition of ownership to Nation’s Best in 2019

“We’re returning to a more traditional purchasing volume and average pricing, so everyone’s fighting for market share and margin opportunities are getting stricter every day. The return to normalcy after the pandemic also means reducing payroll and inventory levels to more normal levels, which can be a challenge with the tighter margins.”

What are the keys to your success in the industry?

“I’ve been very fortunate in my career and in my personal life to have parents who are really good people and who are very good at business. They were motivated to teach me early and since then, I’ve had the chance to learn from multiple, older professionals in the industry that have been a massive influence on me.”

Matt Lamber has played a vital part in the success of Nation’s Best. He was instrumental in setting operational standards and best practices during Nation’s Best’s infancy, building the foundation for astronomical growth.

Q&A John

What are the keys to your success in the industry?

OWNER Parkersburg Hardware and Garden Center and Allison Hardware and Floral Center

LOCATION

Iowa CATEGORY Multiple Stores

CONNECT WITH THE STORE ParkersburgHardware

• Opened Parkersburg Hardware and Garden Center in April 2018

Acquired Allison Hardware in December 2022, and is currently renovating the existing historical downtown building and planning a new store layout to maximize retail space and customer flow

Gives back as a member of the Parkersburg Chamber of Commerce, through local churches and retreats for youth and adults and at the county fair, coaching those working their livestock

• Planning a 10,000-square-foot addition to the Parkersburg location, which will include a power aisle, two checkout lanes with impulse items and a semi loading dock

• Achieved highest sales-per-square-foot to date in 2022, representing a 97% increase and exceeding his five-year goal in just two years

Recorded strong year-over-year growth, 10% to 20% since 2018

“One of the biggest benefits along the way was going to local hardware stores in my area and tapping into their knowledge. Talking to them and gathering ideas was beneficial because when I came into this industry, I knew nothing about hardware. When I started, I also had an employee who had more years of hardware experience than I had been alive who was able to provide invaluable knowledge.”

What excites you the most about our industry?

“What motivates me is realizing that I’m a part of something bigger than just what I can do. I’m a part of something that involves a team of people. We’re all working forward to a goal. It’s not an I thing, it’s a we thing, and together, we can do so much more.”

What are the biggest challenges facing independent retailers?

“Supply chain issues are still a challenge for us, so we work with the customer to find other product selections that are similar. We also started pulling from two warehouses; we have our main supplier and we picked up a secondary one to backfill some of those shortages. And as long as you make customers aware that you’re doing everything you can to get a product, they’re generally willing to wait for it. They appreciate you taking the effort to find it for them.”

When the local hardware store shuttered its doors in 2017, John Luhring saw an opportunity to offer his community a hub for finding supplies, services and fellowship. He started assembling the store in a 4,000-square-foot building in the fall of 2017, and Parkersburg Hardware and Garden Center held its first open house in April 2018.

Q&A Dalton MEET

What excites you the most about our industry?

“I think all the new technology being introduced is really exciting. Hardware stores are not always the first adopters of new technology, but I think technology is starting to be more accessible to the independent channel. Especially over the next few years, it’s going to be really interesting to see how technology changes our industry and propels us forward.”

Who or what has helped you achieve what you have so far?

• Part of the fifth generation of the family business

Holds a degree in computer science

• Streamlined processes to transform Meny’s True Value into a true multistore operation

Promoted brand cohesion and increased sales across all locations

• Centralized accounts receivable, created store websites, implemented digital bookkeeping and connected the point-of-sale (POS) system between stores

Changed the pricing structure of all three stores, creating a uniform process, resulting in a decrease in pricing discrepancies between stores and an increase in gross margin

• Created a program that uses exported POS data to see where inventory should be transferred, lowering surplus items, spreading inventory across locations and transferring over $45,000 of merchandise since August 2022

“Thinking outside the box and trying new things has led to our success. Being independent gives us more flexibility regarding what we can do in our stores, and with that flexibility and personal touch, we can better serve our customers and community. My parents and our employees have helped a lot with these goals and implementing all these changes we’ve done. Without them, I couldn’t do any of this.”

Why is being involved in the local community important to you?

“I think it’s important because the community includes the people we live and work with. It’s great to be able to help people who we see everyday in our stores and know we’re making a difference in our customers’ and employees’ lives outside the stores.”

Dalton Meny streamlined processes to transform Meny’s True Value into a true multistore operation, making significant changes to promote brand cohesion and increase sales across all locations.

Q&A Katie

What are the biggest challenges facing independent retailers?

MANAGER AND PART OWNER

Abbotsford Paint and Decorating, Abbotsford

Commercial Paints, Chilliwack Decorating Centre and Garrison Village Paint and Decorating

British Columbia, Canada CATEGORY Multiple Locations

CONNECT WITH THE STORE

• Supplemented industry knowledge with interior design courses, where she learned to read blueprints, use Photoshop and further understand color intricacies

Frequently attends classes at a local paint warehouse to expand her understanding of various topics, such as Venetian plaster

• Collaborated with local businesses that sell home decor to create complementary color collections in her operation to make shopping easier for customers

• Partnered with local real estate agents, supplying store-branded brushes and gift cards to new homeowners

Leveraged social media to bring business to her operation. She is active on Facebook and Instagram but has found particular success on TikTok, building a platform with over 297,000 followers where she showcases the science behind color creation and her day-to-day activities in the store

“So many homeowners took on so many projects during the pandemic; I think the biggest challenge right now is figuring out how to still bring customers through the door now that their projects are done. We need to get into a different groove and promote new projects they didn’t do during the pandemic and share new products to supplement this potential slow phase we might see.”

Who or what has helped you achieve what you have so far?

“I’m grateful for my dad. He’s definitely worked hard to take our business from one store to four. It was not an easy road for him, but he really paved the road for me. He never forced the business on me but always made it available to me. My restaurant background has also been helpful in the paint industry, teaching me customer service and how to handle sometimes emotionally charged investments.”

What excites you the most about our industry?

“I appreciate industry events and whenever I can get together with fellow retailers. I’m grateful for these types of events because nobody knows everything, but everybody knows something. You can learn a lot from people who have been in the industry for one year or for 50 years. There’s always something new.”

Although Katie Prus returned to work at Abbotsford Paint and Decorating in 2011, it wasn’t until 2022 that she fully committed to this career path and expressed a desire to take over the business and carry on the family legacy.