The Week In Retail Issue 9

RETAIL

THE WEEK IN

OPINION: JOHN KINNEY

JUDGED ON YOUR ACTIONS

YOU’LL BE REMEMBERED

BY HOW YOU ACT NOW

SAFE SPACE TECH BECKS UNVEILS RTDS 100-YEAROLD HINE

RETAILER INTERVIEW

DEFYING THE VIRUS

NEW ST NEOT’S STORE GROWS 100% IN FIRST WEEK

TWC REPORT: RETAILER’S PERSPECTIVE Commercial Partner:

Brought to you by:

Issue 9 Wednesday 17th June 2020

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THE WEEK IN RETAIL

EDITOR’S COMMENT SHARE YOUR NEWS AND VIEWS WITH ME AT ABEGLEY@55NORTH.COM

DATA’S DAY IS FAST APPROACHING IN CONVENIENCE It’s one of those weird quirks of the convenience retailing industry: we’ve never really managed to get our head around data. What it is, why it matters and what it can do for a convenience store.

To all intents and purposes, we’ve acted like it doesn’t exist and it probably comes down to that age-old assumption that retailers know their customers and stores inside out without having to look at data. It was the same logic that many retailers applied when EPoS began to take hold way back when.

One of the reasons this attitude is weird is that almost everyone we compete with relies on data to quite a significant extent. Supermarkets are getting increasingly good at collecting and analysing all sorts of data to help inform action of one sort or another. And, of course, online retail is 100% reliant on data.

Yes, you can try to argue that a local retailer knows his customers better than Amazon know theirs – but Jeff Bezos’s billions might persuade some people otherwise.

So it was extremely encouraging and just a little surprising to read the latest TWC report (which you can find in this issue) which asked retailers whether they were capturing and using customer data and whether they thought it was important. A frankly astonishing 53% said they were already capturing and using data while over half of all the retailers surveyed viewed doing so as ‘very important’.

This change of heart is probably being driven by the explosion of home delivery, with retailers now gaining access to lots of juicy data about who’s buying what, when and how often and so on. The power of data is difficult to exaggerate.

As the TWC report notes, everything your customers ever do is data – and that data offers unbelievable scope for retailers to improve business efficiencies, to enhance the customer experience and, ultimately, to sell more. Your customers live in a data-driven age and expect the personalised, tailored, relevant, timely experience that data can offer. Now is very much the time to embrace that opportunity.

ANTONYBEGLEY ANTONYBEGLEY ANTONYBEGLEY

ANTONY BEGLEY, EDITOR

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 3

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CONTENTS

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 WWW.SLRMAG.CO.UK

6

10 THIS WEEK’S NEWS IN BRIEF

HOW’S YOUR WEEK BEEN… SIVA THIEVANAYAGAN?

Fury over plans to suspend Sunday trading laws grows, while retailers in Scotland fight closure of a key grant.

8 COVID-19 UPDATE

A ROUND-UP OF THE LATEST

12 OUT THE BOX: FOOTFALL MONITORING

OPINION The way convenience retailers behave during the coronavirus outbreak will set the tone for years to come, says Unitas Wholesale’s John Kinney.

The award-winning retailer’s latest store doubled sales in its first week.

13 PICKS OF THE WEEK

24 BRAND FOCUS: KENSITAS CLUB

CORONAVIRUS-RELATED NEWS FROM THE LAST SEVEN DAYS.

14

A LOOK AT THE LATEST NEW PRODUCTS AND MARKETING CAMPAIGNS.

STRENGTH TO STRENGTH SINCE

18 RESEARCH

RELAUNCHING AT A LOWER PRICE.

HOW HAVE RETAILERS ADAPTED TO THE

28 FASCIA UPDATE: NISA

SHOPPERS CAN SEE HOW BUSY THE HIGH

CORONAVIRUS CRISIS, AND HOW DO THEY

STREET IS BEFORE VENTURING OUT.

SEE THE FUTURE PLAYING OUT?

TWITTER.COM/SLRMAG

THE JTI BRAND HAS GONE FROM

WWW.FACEBOOK.COM/SLRMAG

NISA IS HELPING RETAILERS MAXIMISE UPCOMING SALES OPPORTUNITIES.

WWW.SLRMAG.CO.UK

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 5

NEWS DIGEST

THIS WEEK’S NEWS FOR ALL THE LATEST NEWS, HEAD TO WWW.SLRMAG.CO.UK/CATEGORY/NEWS/

SUGRO GROWS Member-owned buying and marketing group Sugro UK has bolstered its membership by welcoming three new members to the Sugro Family: UK Fine Food, E-Natural Limited and Nosh London. The new

LEGISLATION

FURY OVER SUNDAY TRADING LAWS SUSPENSION GROWS THE CONVENIENCE RETAILING INDUSTRY UNITES TO FIGHT

£9m to the group’s existing

PROPOSED SUSPENSION OF SUNDAY TRADING LAWS.

V IDE O

members have added a further

TC WA H

turnover.

POUNDSTRETCHER CLOSURES Poundstretcher has launched a Company Voluntary Agreement that could involve closing stores as part of a survival plan as it looks to restructure the business to stem losses. Up to 253 of the chain’s 450 stores shops could close if landlords do not agree to rent reductions

Convenience retailers from all corners of the industry have united in voicing their opposition to a suspension of the Sunday Trading Laws that currently prevent supermarkets from opening for more than six hours on Sundays.

The government is reportedly reviewing Sunday trading restrictions on large stores in England and Wales as part of a plan to kick-start the economy after lockdown.

Independent retailer and NFRN National President Stuart Reddish

urged Prime Minister Boris Johnson to scrap his plans: “If you value us don’t give Sundays to the supermarkets.”

Speaking from his store, Mr Reddish explained how “people want their local stores to thrive, not to be overwhelmed by the supermarkets”.

“Allowing supermarkets to open for longer than the allotted six hours ‘would not increase business’, Reddish said. “It will just move it around, costing jobs, threatening businesses and damaging the high street.”

or holidays.

JUUL ID SOLUTION Bestway Wholesale customers can now buy JUUL products on the wholesaler’s site only after completing a new AgeVerification document on the site. Retailers are required to input their name and store’s details, and accept and agree to Age Verification, Store Suspension and Retail Sales policies. The details are mandatory.

6 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

RETAILERS FIGHT CLOSURE OF COVID-19 GRANT SCHEME Retailers in Scotland are urging the Cabinet Secretary for the Economy, Fiona Hyslop, to reconsider last week’s decision to close the Covid-19 Small Business Grant Schemes for new applications on 10 July.

The Scottish Grocers’ Federation wrote to Hyslop emphasising the importance of the continued availability of these business support grants for retailers.

SGF boss Pete Cheema said: “Convenience retailers are working extended hours, seven days a week, in order to play their part in ensuring a consistent supply of essential groceries and to continue to provide vital services to our communities though Covid-19. Given these pressures many of them will simply not have had the time yet to apply for these vital business support grants.”

NEWS DIGEST

THIS WEEK’S NEWS FOR ALL THE LATEST NEWS, HEAD TO WWW.SLRMAG.CO.UK/CATEGORY/NEWS/

LEGISLATION

SCOTTISH GOVERNMENT U-TURN ON FOOD PROMOTIONS BAN WELCOMED

GREGGS RE-OPENS Greggs will reopen around 800 shops to takeaway customers

RETAILERS IN SCOTLAND HAVE WELCOMED THE ANNOUNCEMENT

tomorrow following a trial

THAT THE SCOTTISH GOVERNMENT HAS CANCELLED PLANS FOR

programme in a small number

RESTRICTIONS ON IN-STORE PROMOTIONS ON FOODS DEEMED TO

of shops. The stores already

BE HIGH IN FATS, SUGAR AND SALT.

open have been used to test a range of Covid-19 safety

The Scottish Grocers’ Federation has warmly welcomed this week’s announcement by the Scottish government that it has cancelled plans to bring forward legislation on restricting in-store promotions of foods deemed be high in fats, salt and sugar. It is likely that the Bill would also have placed restrictions on where products could be positioned within a store.

Taken together these measures would have had a significant impact on convenience retailers in Scotland. At the onset of the Covid-19 crisis, SGF

wrote directly to the First Minister and key Cabinet Secretaries urging them not to bring forward any legislation which would adversely affect the convenience industry.

SGF executive Pete Cheema said: “We are delighted that that the Scottish government has listened to our concerns and taken this very pragmatic approach to this legislation.

These are unprecedented times. Our industry will need time and support to recover from the Covid-19 crisis and it would have been ill-advised to enact this legislation which would have been costly, disruptive and ineffective.”

measures.

WAITROSE DELIVERS Waitrose has reached a new milestone of fulfilling 150,000 online orders in a week and the supermarket is also adding 150 new delivery vans to allow to it grow its delivery arms significantly.

ONLINE DRIVES GROWTH UK retail sales last month increased 7.9% on a like-for-

AMAZON SET FOR ‘ULTRA-FAST’ GROCERY DELIVERY IN 2021

like basis from May 2019,

Amazon is gearing up to launch a new ‘Ultra-Fast Fresh’ delivery service to bring rapid grocery deliver to 40% of UK households by next year. The online giant will merge its Amazon Fresh grocery delivery service with its superfast delivery arm Prime Now in the UK, retrofitting nine warehouses to deliver fresh produce in hours.

was calculated excluding

The company is already understood to have met with several suppliers to plan the project. The initiative would see Amazon Fresh offered free to Amazon Prime subscribers, rather than the current model where Prime members must pay an extra £3.99 a month to access Fresh or pay an individual delivery charge of £2.99.

according to the latest BRCKPMG Retail Sales Monitor.

May’s like-for-like figure temporarily closed stores but including Online sales. The figure is primarily driven by a lockdown-induced surge in online shopping. Sales decreased by 5.9% in May on a Total basis, against a decrease of 1.9% in May 2019.

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 7

NEWS SPECIAL

COVID-19 UPDATE FOR ALL THE LATEST CORONAVIRUS NEWS, HEAD TO WWW.SLRMAG.CO.UK/CATEGORY/NEWS/

SPEND LOCAL CAMPAIGN Office space business offices. co.uk is urging all returning office workers to use only independent shops for three months. Research indicates that for every £1 spent in a small independent shop, 63p stays within the local economy, compared to just 40p when spent with a chain.

SPAR EXTENDS SUPPORT Following a previous scheme, over 700 Spar stores in England and Wales are now supporting volunteers for Marie Curie, Parkinson’s UK and RNIB so that they can help vulnerable customers who cannot get out to shop for

NEW SHOPPER MISSIONS EMERGE UNDER LOCKDOWN LOCKDOWN HAS HAD A FUNDAMENTAL IMPACT ON THE WAY SHOPPERS BUY AND CONSUME FOOD AND DRINK, FINDS NEW RESEARCH FROM HIM AND MCA INSIGHT.

T

he outbreak of coronavirus has seen vast changes in the way we shoppers live their lives and shopping is no exception.

The latest research by HIM and MCA Insight into consumer behaviour and missions has revealed new drivers to store as lockdown continues. These new shopper missions fall into three main categories: increased home consumption, virus avoidance through measures such as social distancing and missions centred around new social occasions.

With the vast majority of meals and snacks being consumed at home, basket sizes have increased across lockdown and three in 10 consumers are also buying bigger pack sizes.

Also, in keeping with the heightened consumption theme, 29% of consumers said they have stocked up on food for a family meal, reflecting the relocation of out of home dining to in-home.

New missions have also been caused by shoppers avoiding queuing; 27% have visited an alternative shop when faced with a queue.

themselves.

UKVIA HELPS HOMELESS

JISP GOES LIVE IN NFRN STORES

Charities for the homeless and local authorities have joined forces with the UK Vaping Industry Association to provide vape products to homeless smokers across London. The move is in response to fears that groups of smokers were ignoring social distancing guidance outside their accommodation.

8 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

Jisp, an all-in-one shopping app that offers contact-free payment, has gone live this week across six stores as part of its partnership with the Federation of Independent Retailers (NFRN).

Shoppers can now take advantage of the best deals and offers, Home Delivery and Click & Collect services as well as virtual quizzes and community events from the app.

The six stores are now holding a virtual quiz via Jisp. Customers will compete against other players in real time for a chance to win a £25 shopping voucher from their local store as well as £75 donated to the winner’s chosen charity.

RETAILER INTERVIEW

SIVA THIEVANAYAGAN NISA ST NEOT’S, CAMBRIDGESHIRE

HOW’S YOUR WEEK BEEN...

SIVA?

AWARD-WINNING MULTISITE RETAILER SIVA THIEVANAYAGAN RECENTLY OPENED A STORE IN ST NEOT’S IN CAMBRIDGESHIRE, DEFYING CORONAVIRUS TO MORE THAN DOUBLE SALES IN THE FIRST WEEK.

“It was doing an average of around £9k a week before I bought it and now it’s doing £20k a week.”

10 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

RETAILER INTERVIEW

SIVA THIEVANAYAGAN NISA ST NEOT’S, CAMBRIDGESHIRE

HOW’S YOUR WEEK BEEN SIVA? It’s been hectic, but hectic good. The new store in St Neot’s in Cambridgeshire opened at the end of last month and it’s been doing fantastically well, so I’m really pleased.

THAT MUST HAVE BEEN CHALLENGING IN THE MIDDLE OF THE CRISIS. Well, it took longer than I hoped it would to complete the project, with some problems early on and then the coronavirus, but I am really pleased with the result.

IT WAS A MAJOR PROJECT, WASN’T IT? I actually bought the store last year along with an unused unit next door, so we had to completely transform the business from a small corner shop to a much larger destination store offering a full convenience offer.

The original store was less than 1,500sq ft with structural columns in the middle and varying floor levels. That meant restricted space for important categories like chilled, frozen and ambient and a layout that made it difficult to offer an adequate range.

Now, all the additional space from the neighbouring unit has been used to extend the shop floor to more than 2,500sq ft. I believe it offers the local community a much better store and one that can meet all their needs.

before I bought it and now it’s doing £20k a week, so it’s been a big success – and I don’t think the growth has peaked yet. There’s more to come.

WHAT WHERE THE KEY IMPROVEMENTS YOU MADE? We installed two self-service checkouts and a dedicated bakery with a deli counter to allow us to serve hot food as well as an extensive food to go offer including freshly made sandwiches, Costa Coffee and Tango Ice-blast and F’real milkshakes.

The off-licence section has been significantly increased in size – from three to seven bays – and given a modern, fresh look within a dedicated area. The space given over to chilled produce has tripled in size from six to 18 bays and frozen has been doubled by replacing two chest freezers with five upright ones.

WHAT WAS YOUR GENERAL APPROACH TO THE REFIT? Basically, I wanted to use the space to create a really welcoming store for our customers so that when they come in, they think how amazing it is and that’s exactly what they now get when they walk through the doors. We also stock local products and our staff are from the local community which has helped create a really local feel that makes our shoppers comfortable and want to come back.

HOW HAS THE COMMUNITY RESPONDED? In the first week sales were up 100%, so I think they like it! The store is in a residential area and it has access to a car park. It’s also close to a school and a busy train station so I knew it had potential.

It was doing an average of around £9k a week

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 11

NOW THAT’S A GOOD IDEA…

OUT THE BOX FOOTFALL MONITORING TECHNOLOGY

SAFE SPACE INDICATOR INNOVATIVE FOOTFALL MONITORING TECHNOLOGY IS HELPING SHOPPERS IN NORTH NOTTINGHAMSHIRE SEE HOW BUSY LOCAL HIGH STREETS ARE BEFORE MAKING THE JOURNEY INTO TOWN AS NON-ESSENTIAL STORES RE-OPEN.

WHAT’S THE BIG IDEA?

WHAT ARE NORTH NOTTS BID SAYING?

Space monitoring technology that helps show shoppers whether local high streets and stores are busy before they make the journey into town.

Sally Gillborn, Chief Executive of North Notts BID, commented: “When non-essential retail is able to re-open, we want everyone to be able to visit our towns while feeling as safe as possible. Social distancing is going to continue to be of paramount importance, so monitoring footfall in this way will allow us to keep an eye on where there may be potential issues and give peace of mind to visitors. The businesses in the district have reacted incredibly to the challenges that Covid-19 has presented, and we want to do everything we can to support them as we begin to return to some semblance of normality.”

WHO’S DOING IT AND WHY? North Notts Business Improvement District (BID), in an attempt to make social distancing easier for shoppers as non-essential retail outlets begin to re-open across the area.

HOW DOES IT WORK? North Notts BID is offering people the opportunity to access information through a Safe Space Indicator, which will monitor how busy town centres are in Worksop and Retford.

The website uses the BID’s Geosense mobile data and applies a simple traffic light system to indicate how many people are in various parts of the town, acting as an early warning system for potential visitors. The fully anonymised and GDPR-compliant service is delivered by ElephantWiFi, who has also provided the BID’s town centre Wi-Fi service which saw over 140,000 connections last year in Worksop alone.

12 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

WHAT ARE ELEPHANTWIFI SAYING? Dan Coombs from ElephantWiFi said: “The platform is designed to allow BIDs and place managers to share information with the public about how busy specific areas are. The idea is that someone can check the website and see the state of play in whichever town they are looking to visit, and then make an informed decision on when and how to make the trip.”

NPD AND MEDIA

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FRUITY GINS

CHEWY CHUNX

BUILDING BLOCK

Ben Lomond Gin has released

Mars Petcare has launched

Treasury Wine Estates has

its first flavoured gins:

new Pedigree Dentastix Chewy

launched a new addition to

Raspberry & Elderflower and

Chunx this week, a range that

its portfolio, 19 Crimes Sauv

Blackberry & Gooseberry.

helps prevent plaque build-up

Block, taking the 19 Crimes

The team worked with a local

and launches in chicken and

range to five varietals. The

forager to draw inspiration from

beef flavours, with mini or maxi

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the wild botanicals, berries and

options. They contain less than

media campaign that focuses

florals found in the Trossachs.

3% fat with 15kcal per treat.

on bringing people together.

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CENTENARY SPECIAL

ECHO FALLS REDESIGN

BECKS’ RTDS

Hine is celebrating the

Echo Falls has unveiled a

Diageo’s single grain Scotch

centenary of its cognac Antique

redesign across its entire

whisky brand Haig Club,

XO with release of Antique XO

portfolio, alongside new brand

produced in partnership

100th Anniversary 1920-2020.

positioning intended to recruit

with David Beckham, is now

Only 1,920 hand numbered

younger shoppers. The new

available in two pre-mix RTD

bottles have been created with

look features a ‘waterfall

variants for the first time: Root

Antique XO blended with a

asset’ to drive shelf standout.

Ginger Ale & Lime and Crafted

1920 Grande Champagne.

The rebrand is part of a £1m

Cola.

RSP: £165

marketing spend for the year.

RSP: £2

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 13

OPINION

PLANNING FOR A POST-CORONAVIRUS WORLD JOHN KINNEY, SALES & MARKETING DIRECTOR, UNITAS WHOLESALE

THE WAY YOU BEHAVE NOW WILL SET THE TONE FOR YEARS TO COME

14 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

OPINION

PLANNING FOR A POST-CORONAVIRUS WORLD JOHN KINNEY, SALES & MARKETING DIRECTOR, UNITAS WHOLESALE

THE CONVENIENCE RETAILING INDUSTRY WILL BE REMEMBERED LONG INTO THE FUTURE FOR THE OUTSTANDING WAY IT HAS BEHAVED DURING THE COVID-19 CRISIS, SAYS JOHN KINNEY OF UNITAS.

D

uring the coronavirus crisis, many independent retailers have demonstrated their true value within their communities. For those retailers who have recognised their duty of care to their customers, community and staff, thought creatively and gone the extra mile for others, the future is looking bright.

So many independent retailers have worked around the clock to ensure their staff are fully trained, their store adheres to social distancing measures and shelves are fully stocked. They have used social media to share essential information such as their opening hours and social distancing measures to reassure customers of safety. Many have supported their local community with home deliveries, money-saving promotions, free goody bags for children or essential care packs for those isolating. These are the retailers that have demonstrated through hard work and actions that they are actively supporting the local community and customers won’t forget this once the crisis is behind us.

As a result of their actions, many retailers are seeing a significant increase in footfall and sales, and the key now is to retain those customers once the crisis is behind us. Continue to focus on doing the right thing, offering the right products and offering great service and your community will reward you with their custom.

However, as the crisis continues, it’s essential that retailers use this time to identify how

customer shopping habits are changing and how they can adapt their offer to meet demand. There are plenty of opportunities waiting to be seized, and retailers need to focus on whether they are right for their store, and if so, how they can implement for the future.

Three key areas to focus on are: Out-of-home and food-to-go – these offer huge opportunities for retailers as many small foodservice businesses may not open after lockdown. Look at where the opportunities are and think how you can adopt your business to reflect the change in the market. As lockdown restrictions ease, many returning to work will find canteens and communal areas closed, so will need to buy lunch, snacks and coffee. Now is the time to focus on your food-to-go and snack offer. Make sure you communicate your offer via social media and outside your store to catch the attention of shoppers walking past. Could you offer ordering via telephone or What’s App for the ease of shoppers?

Home delivery – so many customers have overcome technological barriers to access a home delivery service, particularly the elderly.

By continuing to offer this once the crisis is over, retailers will ensure customer loyalty for the long term.

Great service – the USP of any great convenience store is fantastic customer service.

Doing your best for your customers will never go out of fashion.

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 15

RESEARCH

THE RETAILER’S PERSPECTIVE FORGING A NEW FUTURE REPORT – TWC / KAM MEDIA / CIRKLE

FORGING A NEW FUTURE: THE RETAILER’S PERSPECTIVE AN IN-DEPTH RESEARCH PROGRAMME EXAMINING THE SHORT- TO MEDIUM-TERM IMPACTS OF CORONAVIRUS ON THE CONVENIENCE SECTOR CONCLUDES WITH A SECTION DEDICATED TO HOW RETAILERS HAVE ADAPTED AND HOW THEY SEE THE FUTURE PANNING OUT.

A

n extensive study commissioned by data experts TWC and carried out recently by KAM Media offers some fascinating insight into how the Covid-19 crisis has affected the convenience retailing sector and how the pandemic will impact the sector in the short- to medium-term.

18 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

Supported by PR agency Cirkle, the ‘Forging a New Future’ report aims to help retailers learn from the crisis and emerge stronger in the aftermath.

While much of the report focused on finding out what consumers think, the final section focuses on the retailer’s perspective and provides some interesting insight.

RESEARCH

THE RETAILER’S PERSPECTIVE FORGING A NEW FUTURE REPORT – TWC / KAM MEDIA / CIRKLE

Which protective measures have convenience retailers put in place as a direct result of the Covid-19 pandemic?

Max number of people in store Queuing systems (outside and inside)

67%

Protective masks / screens for staff 49%

Flow systems around the store

Guaranteed stock levels of core products Pay utility bills / top -up online rather than in-store

Symbols

23%

11%

Fresh produce in wrappers only

Communication regarding safety measures online

37%

12%

Contactless payment

20%

7% 12%

4%

11%

3%

9%

1% 3%

60% 65%

25%

Communication regarding safety measures in store and out of store

77% 77%

56%

Hand sanitiser/ hand wash stations in store

Maximum purchase numbers of certain products

85%

67%

7%

Independents

Q. What measures have you put in place as a direct result of the corona crisis?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

To what extent have convenience retailers planned for what their business will look like in the immediate future?

Independents

15%

Symbols

13%

27%

25%

To a great ext ent

16%

19%

To some extent

43%

43%

To a little extent

To no extent

There is a clear division between those retailers who have begun planning for what the future make look like once the lockdown is over and their competitor businesses begin to re-open, and their customer base attempts to re-adjust to the ‘new normal’ and those retailers who are still in ‘fire-fighting mode’ and have yet to consider the next stage. Interestingly, this division is not seen between symbols and independents, with both groups having 57% of retailers who have begun planning for the future.

Q. To what extent have you planned for what your business is going to look like once the lockdown measures have been relaxed?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 19

RESEARCH

THE RETAILER’S PERSPECTIVE FORGING A NEW FUTURE REPORT – TWC / KAM MEDIA / CIRKLE

Do convenience retailers feel like they are getting the support they need during this time?

Do you feel that you are getting enough support from wholesalers during this crisis?

Do you feel that you are getting enough support from local suppliers during this crisis?

Symbol retailers

Independent retailers

Yes

Yes

84%

61%

Yes

Yes

81%

The majority of retailers, both symbol and independent, feel like wholesalers and local suppliers have been supporting them as well as they could during the Covid-19 pandemic. This is a great endorsement of the effort that these businesses have been putting in, during these unprecedented times, to ensure convenience stores remain stocked and serving their communities.

There has to be an increased opportunity with local suppliers. Will convenience retailers list more lines from local suppliers in the future? Will wholesalers develop better relationships with smaller suppliers in the future, and help their customers list more products from local suppliers….or leave this to their retailers to manage?

73%

Q. Other than availability of stock, do you feel that you are getting enough support from wholesalers during this crisis?

Q. Do you feel that you are getting enough support from local suppliers during this crisis?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

Which categories will convenience retailers be focusing MORE on as they look to the immediate future?

Fruit & vegetables Bakery Milk and other dairy products Frozen foods Confectionery Chilled foods Alcohol Packaged grocery Crisps & snacks Soft drinks Tobacco and e-cigs/vaping Newspapers & magazines

44% 40% 33% 31% 29% 27% 26% 24% 24% 21% 19% 19%

Study total Fresh produce appears to be the priority for convenience retailers (both symbols and independents had the same priorities here) as they look to ensure they remain relevant and competitive as the retail space begins to reopen following the Covid-19 pandemic. Wholesalers and suppliers should be aware of these focus areas and ensure their support and communication reflects the new needs of convenience retailers as we move into the future.

Q. Which categories, if any, will you now place more focus on following the recent Covid-19 pandemic as we look at the new future? (Select all that apply)

20 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

RESEARCH

THE RETAILER’S PERSPECTIVE FORGING A NEW FUTURE REPORT – TWC / KAM MEDIA / CIRKLE

What do convenience retailers think they will have to change in store once lockdown is over?

29%

Your pricing and promotional strategies

21% 36% 27%

The product range you offer

23% 32%

There are a number of questions which retailers will need to ask themselves (and, more to the point, their customers)...

23%

Staff numbers in store

20% 25%

• Promotions – will we go back to offering so many

20%

How you market to your customers

of them? What role do PMPs play?

17%

• Range – more local, less national?

• Staff numbers – greater automation = lower staff

23%

numbers? Or improving sales = higher staff numbers?

• Marketing – time for digital to take over?

• Training – out with the old, in with the new…..online learning/training….?

19%

Frequency and quality of staff training

16% 23%

Study total

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Price and promotions will be top of mind for retailers once lockdown is over. It’s an area which they have been happy to let ride out during the current crisis, however once we begin to return to the ‘new normal’ it will be important that retailers have the right support and the confidence to move forward with the correct strategy that will ensure they remain competitive.

Independents

Q. Do you think you’re going to have to change any of the following regarding your store(s) once the lockdown measures are over?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

Will convenience retailers be looking to go cashless as a result of Covid-19?

15%

11% 7%

3% Yes – I have gone cashless

Study total

4% 1%

Yes – I'm going to go cashless

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Independents

1-in-8 c-retailers want to go fully cashless in the future.

It appears that retailers are happy with contactless payments, particularly as the limit has been increased to £45. Will that be a permanent move now?

Cash is dirty (literally) and eliminating it from a store means one less health risk, but is there a solution for the shoppers who only have cash?

Q. Have you or are you going to make your store(s) cashless?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 21

RESEARCH

THE RETAILER’S PERSPECTIVE FORGING A NEW FUTURE REPORT – TWC / KAM MEDIA / CIRKLE

Will convenience retailers be looking to install self-serve checkouts as a result of Covid-19?

8%

5%

5%

3% Yes – I have

1%

1%

Study total

Yes – I intend to

Symbols

Independents

Symbol stores are far more likely to be installing self-serve checkouts (mainly in part due to store sizes one would expect). Clearly, retailers are fast tracking these technologies that they may have already been considering, as a direct response to reducing human contact points in stores.

Q. Have you or are you going to make your store(s) cashless?

Q. Have you or are you going to install self-serve checkouts in you store(s)?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

Will convenience retailers be investing in a new digital strategy?

47%

43%

40%

Yes – have/ going to invest in a digital strategy

Study total

Symbols

Independents

The UK has some of the most tech savvy consumer populations in the world – far more than the USA, most of Europe, much of Asia etc. Technology has come of age during CV19, allowing retailers to deliver safer, faster solutions for their customers. Those retailers who are not investing digitally might be located very close to retailers (and foodservice operators) who are…

Q. Have you or are you going to invest in your digital strategy – i.e. website, social media platforms, apps?

22 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

RESEARCH

THE RETAILER’S PERSPECTIVE FORGING A NEW FUTURE REPORT – TWC / KAM MEDIA / CIRKLE

Will convenience retailers be setting up their own delivery / click & collect services for their customers?

55%

53% 51%

Yes – have / going to set up a delivery/click & collect service for my customers

Study total

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Independents

86% of retailers will continue these services when lockdown is over Delivery and click & collect is here to stay. Customers want it and retailers see the benefits that offering these types of service can begin. For those retailers who can get the offer and the service right it could be akin to opening up a new store, in terms of the additional revenue that it could drive. The key though it to ensure the standards you set in store are replicated throughout the delivery process, all the way to the customers front door.

Q. Have you or are you going be setting up a delivery / click & collect service to your customers as a result of the current situation?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

How important is customer data to the future success of convenience stores?

Very important

27%

Somewhat important

51%

Not important at all

22%

53% of retailers are capturing AND using the customer data they are collecting from their home delivery service Technology is data. The world is full of data. Every action that you do is data.

Every word you speak is a data. You walk, you dance, you speak, you sleep, you study, everything is data. Relying on traditions and historical USPs will only ever get us so far. Retailers must consider technology which makes internal processes more efficient, technology which improves the customer experience and customer data should be the key basis for driving any future business decisions.

Q. How important do you believe customer data will be to the future success of your store(s)?

Source: TWC, Cirkle and KAM Media ‘Forging a New Future’ Report 2020

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 23

BRAND FOCUS

KENSITAS CLUB ROSS HENNESSY, SALES VICE PRESIDENT AT JTI UK

JOIN THE CLUB SINCE ITS RELAUNCH AT A LOWER PRICE POINT, THE KENSITAS CLUB BRAND HAS GONE FROM STRENGTH TO STRENGTH AND IS NOW JTI’S TOP SELLING CIGARETTE BRAND IN SCOTLAND. THE WEEK IN RETAIL CAUGHT UP WITH SALES VICE PRESIDENT ROSS HENNESSY TO GET THE LOWDOWN.

HOW IS THE KENSITAS CLUB BRAND PERFORMING IN SCOTLAND? We’re really happy with how Kensitas Club is performing. It continues to be an incredibly popular choice for existing adult smokers in Scotland and is currently the country’s fastestgrowing brand . Indeed, Kensitas Club cigarettes are now our number one selling ready-made cigarette brand in Scotland.

We’ve also seen the Value rollyour-own segment grow year-on-year in Scotland, and customers seeking value tobacco – without wanting to compromise on quality – have been buying the Kensitas Club Rolling Tobacco variant.

WHAT’S THE THINKING BEHIND THE NEW 3-IN1 VARIANT YOU HAVE ADDED RECENTLY? We’ve witnessed the popularity of the revamped Kensitas Club brand grow significantly over the

24 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

last few years, and new launches or variants have been received positively by existing adult smokers in Scotland.

We are determined to continue providing Scottish retailers with innovative new products that help meet the needs of their customers. We believe that the new 3-in-1 variant – which, for the first time will include tobacco, papers, and now filters, all in one place – will do just that, by offering adult smokers the complete kit for ultimate convenience.

With price also being a key factor for existing adult smokers, the idea of an all-in-one pouch is important, as it allows them to purchase everything, they need in one go, without having to buy filters in addition to their tobacco and papers.

This is especially true considering the new 3-in-1 variant which has the same £11.70 RSP* as the 2-in-1 version, providing more for the same price.

Based on this, we’re confident that the 3-in-1 product will

BRAND FOCUS

KENSITAS CLUB ROSS HENNESSY, SALES VICE PRESIDENT AT JTI UK

be another popular addition to the growing Kensitas Club family.

HOW IMPORTANT IS THIS CONVENIENT, FUSS-FREE SOLUTION TO SHOPPERS? Like value, convenience is a major factor for existing adult smokers.

Customers seek tobacco products that complement their busy lifestyles.

By offering everything in one pouch, the new 3-in-1 rolling tobacco variant streamlines the process, and reduces the time and money spent by adult smokers who want a hassle-free experience.

IS VALUE STILL THE KEY DRIVING FORCE IT HAS BEEN FOR SO LONG? The growth of the Ultra Value segment continues to be a predominant trend in Scotland, with 63.4% of cigarette volume, for both cigarettes and rolling tobacco, and we have consistently released products that meet customer demand for value and quality, such as Kensitas Club.

IS RYO STILL IN GROWTH? WHAT OTHER PRODUCTS HAVE YOU LAUNCHED TO TAP INTO THIS TREND? RYO is definitely still in growth – in fact, the roll-your-own category has increased by over 5% year-on-year and now generates sales of around £2.8bn a year in the UK. We expect the popularity of value roll-your-own tobacco – which

already holds a 45.5% share of the UK’s rolling tobacco category – to continue.

And as the category grows, we will endeavour to provide existing rollyour-own customers with new and innovative products, like the Holborn Yellow 3-in-1 pouch, which was launched alongside the new Kensitas Club variant.

With over 6.5 million kilograms of rolling tobacco sold in the UK each year, we believe that the Kensitas Club 3-in-1 rolling tobacco variant will allow retailers to capitalise on this growing category.

“Kensitas Club cigarettes are now our number one selling ready-made cigarette brand in Scotland.”

HOW CAN RETAILERS GET MORE INFORMATION? For more information on Kensitas Club Rolling Tobacco 3-in-1, Holborn Yellow 3-in-1, or any other JTI product, retailers should call their local JTI Sales Representative or the help desk on 0800 163503. Retailers can also visit www.jtiadvance.co.uk for further information.

*Retailers are free to sell JTI products at whatever price they choose.

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 25

Thank you for makin

You and your team have been through a lot recently. You have faced advers Nisa support centre and DHL teams. You have been patient with us when sup conditions. You have adapted your tr t

Nisa partners and store colleagues, we thank you for your outs

You’re my favourite local shop, wonderful people who are so community friendly. You’re an asset to the community thank you.

H, Jodie & Amrit Singh, Nisa Local High Heath, Walsall

You’re all doing a fantastic job.

Thank you for everything you’re doing! The village could not cope without you all.

Alan Carr, Newport Village Stores, Saffron Walden

join-nisa.co.uk

You’re doing a grea community. W Thank

Alex Kapadia, Nisa Local Whitehills, Northampton

I am so amazed at how m this crazy time! The big sh by selfish people but th everything. They are havi hav keeping their shelves sto and still working so only g I want to say a massive t They are w

Barry Patel, Nisa Marsh Farm, Luton

ng a real difference

sity with a smile and an amazing community spirit, backed by our dedicated pply was disrupted and have kept serving our customers in incredibly difficult rading to keep your customers safe.

standing efforts! Together we are Making a Difference Locally.

at job for the local We appreciate it. k you.

much stock is in store at hops have been ransacked his store has had almost ving regular deliveries and ocked. I am a key worker get there at certain times. thank you to all the staff. wonderful.

Amazing effort by Andy, Adam and the team. You have all gone above and beyond and your hard work is very much appreciated and you have done it all with such goodwill. Thank you.

Dike & Son, Stalbridge, Dorset

Well done. I was in today and it was well stocked. I praised the staff as they and your shop are providing us with all we need.

Thank you, take care all.

Emerson’s Supermarket, Armagh

SYMBOL SPECIAL

UPCOMING OCCASIONS NISA RETAIL

NISA HELPS RETAILERS MAKE THE MOST OF UPCOMING OCCASIONS WITH FATHER’S DAY JUST AROUND THE CORNER AND SUMMERTIME ALSO OFFICIALLY STARTING AT THE WEEKEND, NISA IS HELPING RETAILERS MAKE THE MOST OF IMPORTANT SALES OPPORTUNITIES.

C

oronavirus may still be prominent in everyone’s mind but Nisa is encouraging retailers to make sure they don’t miss out on key sales opportunities like Father’s Day and what will hopefully be a long, hot and busy summer.

Nisa is supporting its retailers this month with a selection of great deals on Father’s Day gifts to help them make the most of the celebration in the run up to the event this weekend.

The campaign is be running in stores, supported by online activity on Nisa’s consumer website and social media channels, and will assist Nisa retailers in capitalising on the occasion, with alcoholic gifts being the key focus of the Father’s Day promotion this year.

Nisa partners have been supplied with themed point of sale and gondola end kits to help their shoppers find the perfect gift for dad by drawing attention to the great deals in-store.

Some offers included in the promotion are Mars Celebrations 240g, Cadbury Roses 186g

28 I SLRMAG.CO.UK / ISSUE 9 / WEDNESDAY 17TH JUNE 2020

SYMBOL SPECIAL

UPCOMING OCCASIONS NISA RETAIL

and Cadbury Heroes 185g at £2, Malteser Truffle gift box at £3.50 and unmissable deals on a wide selection of wines, spirits, beers, ales and ciders including Jack Daniels whiskey in both original and Tennessee Honey flavour varieties at just £20 each.

Philippe Rondepierre, Head of Marketing at Nisa, commented: “Given the current circumstances, celebrating events such as Father’s Day will be done in a very different way than usual. However, with consumers continuing to shop locally for essentials and even their weekly shop, we believe Nisa retailers are well placed to cater for their gifting needs too with a wide range of options and encourage incremental sales in the run up to this key occasion.”

And with summertime officially starting on Saturday, Nisa is also helping retailers make sure they are all set to satisfy their shoppers with the arrival of the new Co-op Summer range about to land in stores.

To ensure their proposition is as strong as possible over the coming months, Nisa’s partners are being supported with the introduction of a raft of new and tasty products, available through the Co-op own brand.

With over 50% of consumers shopping more frequently at smaller, independent, local shops since the coronavirus outbreak started, and customers still keen to avoid crowds and queues at supermarkets, the sector is looking well placed to win even more customers over the summer months.

And the new Co-op Summer range, which will be arriving in stores next week, is expected to be yet another reason for shoppers to choose their local Nisa store for their key grocery purchases.

There are 25 brand new products in a range of 237, creating a selection that provides Nisa partners with a superbly tailored summer range, enabling them to make the most of this lucrative trading period.

Along with a vast choice of meats and fish for the barbecue, the range also includes luxury savoury snacking, ice creams, chilled desserts, craft ales, wines and spirits and more.

Tracey Redfearn, Own Brand Manager at Nisa, said: “The Co-op Summer Range really does cover all occasions and we believe Nisa partners can cater for the needs of every shopper by stocking a good choice in their stores.

“The summer of 2020 is going to look very different to what we normally experience, with far fewer people going away as holidays are cancelled because of uncertainties caused by the pandemic.

And so, this is a great opportunity for Nisa retailers to show their customers what an amazing choice of great quality products they have in store – all at reasonable prices for consumers and with good margins for retailers.”

The Co-op Summer range is available to Nisa partners now and is showcased in a 26page brochure which highlights the entire range including all the award-winning favourites and the NPDs.

“There are 25 brand new Coop products in the total Co-op summer range of 237 products.”

WEDNESDAY 17TH JUNE 2020 / ISSUE 9 / SLRMAG.CO.UK / 29

Learn more at tomra.com/uk

We make deposit return systems work for everyone.

TOMRA reverse vending machines collect 40 billion containers every year, keeping bottles in the Clean Loop and out of the oceans.

We look forward to helping retailers in Scotland get ready for the forthcoming deposit return scheme.