The Week In Retail Issue 6

RETAIL

THE WEEK IN

COVID-19 LOCKDOWN

STURGEON’S ‘ROUTE MAP’ THE PHASES IN DETAIL

RETAILER INTERVIEW

RURAL RETAILING UNDER LOCKDOWN £500M ATM WINDFALL C-STORE COLLECTIVE LAUNCHED TOUCHLESS TECH

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Issue 6 Wednesday 27th May 2020

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THE WEEK IN RETAIL

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

THE NEXT CHALLENGE: MOVING FROM SURVIVING TO THRIVING Say it quietly, but there are more and more signs that the retail sector and indeed the whole of the UK may finally be taking some steps towards moving into what could very optimistically be termed the ‘post-Covid era’. Boris is eager to get the world moving again while Nicola is taking a more cautious approach but, to be fair to them, they’ve both got some tough ‘rock and a hard place‘ decisions to make. Yes, we need to start moving out of this thing, but the last thing we all need is a second spike in Covid-19 cases.

The more immediate challenge for local retailers is how they go about moving from surviving to thriving, if they haven’t done so already. The last couple of months have been horrendous on all sorts of levels but local retailers are among the few who have seen business flourish as a result.

Coronavirus has shone the spotlight on convenience retailing like never before – and the sector has demonstrated its value. Countless

customers have discovered under lockdown that their local store is, in actual fact, blessed with a great range, great pricing and friendly, welcoming staff.

The vital challenge will be how to retain as many of these new customers when the crisis eventually ends. The challenge, as Blake Gladman points out in this issue, is how we pivot from focusing on surviving to focusing on thriving.

There are a few obvious tools available, home delivery being the most notable. But there is plenty that retailers can do now to help increase their chances of retaining this new custom in the longer term. There are signs everywhere we look that tomorrow is not going to look like today – and let’s all hope that it doesn’t look like yesterday either.

We’ve all learned a lot in the past few months and it would be wonderful if we make good use of those learnings to shape a more compassionate, caring and decent future for us all.

ANTONYBEGLEY ANTONYBEGLEY ANTONYBEGLEY

ANTONY BEGLEY, EDITOR

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 3

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CONTENTS

WEDNESDAY 27TH MAY 2020 / ISSUE 6 WWW.SLRMAG.COM

6

10

16

THIS WEEK’S NEWS IN BRIEF

SCOTLAND’S ROUTE OUT OF LOCKDOWN

England’s retailers are in line for a £500m ATM rates rebate as Covid-19 testing widens in Scotland.

What you need to know about the Scottish Government’s plans to ease the country out of lockdown.

8 COVID-19 UPDATE

A ROUND-UP OF THE LATEST

20 THE CONVENIENCE COLLECTIVE

THREE WELL-KNOWN AND EXPERIENCED

HOW’S YOUR WEEK BEEN… GRAHAM WATSON? Running the only store in a 20-mile radius is tough but rewarding.

26 OPINION: BLAKE GLADMAN

HOW WILL THE CONVENIENCE SECTOR

CORONAVIRUS-RELATED NEWS FROM THE

RETAIL EXPERTS CREATE A NEW SUPER-

RETAIN THE NEW SHOPPERS THE

LAST SEVEN DAYS.

CONSULTANCY.

CORONAVIRUS HAS BROUGHT IT?

19 PICKS OF THE WEEK

23 OUT THE BOX: TOUCHLESS TECH

30 FASCIA FOCUS: NISA

A LOOK AT THE LATEST NEW PRODUCTS AND MARKETING CAMPAIGNS.

TWITTER.COM/SLRMAG

EQUIPMENT PROVIDERS ARE GEARING UP FOR LIFE IN A POST-COVID WORLD.

WWW.FACEBOOK.COM/SLRMAG

NISA IS THE PARTNER OF CHOICE FOR MANY OF THE UK’S TOP RETAILERS.

WWW.SLRMAG.CO.UK

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 5

NEWS DIGEST

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

CARLSBERG MARSTON’S MERGER

COVID-19

with an annual turnover of

COVID-19 TESTING FOR ALL ROLLED OUT ACROSS SCOTLAND

around £780m. Carlsberg

THE SCOTTISH GOVERNMENT HAS ANNOUNCED THAT ITS TEST AND

will own 60% of the equity

PROTECT PROGRAMME IS BEING MADE AVAILABLE TO EVERYONE

with Marston’s owning the

WITH CORONAVIRUS SYMPTOMS FROM TOMORROW.

Carlsberg UK and Marston’s are to merge to form Carlsberg Marston’s Brewing Company

remaining 40%.

SAINSBURY’S 40K SCREENS Sainsbury’s has announced that it has installed its 40,000th in-store safety screen in just two months as it tackles coronavirus. The supermarket claimed to be the first UK

The Scottish Government announced towards the end of last week that ‘Test and Protect’, NHS Scotland’s programme for controlling the spread of coronavirus, will be rolled out across all health boards from tomorrow.

Everyone aged five and over who has symptoms – a new continuous cough, temperature or loss or change in sense of taste or smell – should visit www. nhsinform.scot or call 0800 028 2816 to book a test.

Under the system, people will need to isolate with their household as soon as they have symptoms and, if they have a positive test result, they will be asked to provide details of all recent close contacts to NHS contact tracers. Those people will be contacted and asked to isolate for 14 days.

retailer to reopen such a large number of staffed checkouts.

CENTRAL CO STATUS QUO Central England Co-op has returned store opening hours to normal in the last week, based on customer feedback.

The retailer, which has over 240 stores across 16 counties, originally reduced its opening hours in March to allow colleagues time to safely replenish shelves with food and essentials for the local community.

6 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

ALDI INSTALLS ACCESS TRAFFIC LIGHTS SOLUTION Aldi is introducing an automated traffic light system at the entrance to its stores to help manage the number of customers entering and leaving during the coronavirus crisis.

The system will run alongside current measures to ensure social distancing.

The technology is rolling out in stores across the UK following a successful trial.

NEWS DIGEST

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

BUSINESS RATES

RETAILERS IN LINE FOR £500M ATM TAX REBATE

JJ SMALL VAN PLAN National wholesaler JJ Foodservice has invested in a dozen smaller vehicles to

SUPREME COURT RULING THAT EXTERNAL ATMS ARE NO LONGER

support its growing direct-to-

SUBJECT TO BUSINESS RATES ASSESSMENT COULD SEE UP TO

consumer business in London,

£500M PAID IN REIMBURSEMENTS TO RETAILERS.

which now offers same day deliveries. JJ’s Next Day Home

Retailers are in line for estimated reimbursements of up to £500m after the Supreme Court ruled that external ATMs will no longer be subject to a separate business rates assessment.

The Court dismissed a Valuation Office Agency appeal which means there will no longer be a separate rates bill for ATMs hosted in c-stores.

According to ACS’s 2019 Local Shop Report, 46% of c-stores have a free-to-use ATM while 18% have a pay-to-use machine.

ACS Chief Executive James Lowman said: “Local shops provide the communities that they serve with vital services, including access to cash, but it had become increasingly difficult for retailers to host ATMs with the high cost of business rates and cuts to interchange fees.”

Lowman added that the government should now set up a simple refund process for all retailers who have been subject to wrongful business rates bills for ATMs.

Delivery Service and Same Day Service for London has attracted more than 30,000 new household customers over the past eight weeks.

SILVER SURFING SOARS UK e-commerce expert ParcelHero says over-65s spent 94% more on home deliveries this April than they did last year, and that retailers

NON-ESSENTIAL RETAILERS TO RE-OPEN FROM 15TH JUNE Prime Minister Boris Johnson has given non-essential retailers the green light to begin reopening next month as part of his easing of coronavirus lockdown.

Outdoor markets can begin trading in England from June 1st with all other retailers able to follow suit from June 15th.

Helen Dickinson, Chief Executive at the British Retail Consortium, welcomed the announcement but insisted that safety must remain the

primary concern. She said: “The announcement provides much needed clarity on the route ahead but safety is the fundamental concern for all retailers and they have been working hard to implement the necessary measures to operate safely over the past weeks.

Retailers can begin communicating their plans with their workforces and customers. The industry stands ready to play its part in getting the economy moving again.”

need to lock-in lockdown changes now, to ensure they retain this huge new customer base.

SMARTY TOP-UPS PayPoint has launched an exclusive top-up service for SMARTY, the SIM-only mobile network. Retailers can scan the serial number on a SIM pack to directly activate a SMARTY plan. Barcode top-up is also available to existing SMARTY customers who can access a barcode online.

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 7

NEWS SPECIAL

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

RETAIL UNION URGES SAFETY FIRST WHEN RE-OPENING STORES

BUYMIE HITS UK WITH CO-OP The Co-op has teamed up with Ireland-based Buymie to offer same-day grocery deliveries and personal shopping services across Bristol, the first partnership in the UK for Buymie. Users of its mobile app can select from around 4,000 Co-op products, and choose a convenient delivery slot. The fee is £6.99 for sameday delivery.

£50M SAFETY FUND

USDAW IS CALLING ON RETAILERS TO PUT SAFETY FIRST WHEN REOPENING STORES AS BRITAIN BEGINS EASING OUT OF LOCKDOWN.

U

The UK Government has unveiled a £50m ‘Re-opening High Streets Safely Fund’, to enable local authorities In England introduce physical distancing and other safety

sdaw is urging retailers to work with the union to do thorough risk assessments and ensure stores are safe for staff and customers before they are re-opened to the public. Usdaw has also called on the Government for tougher guidance and more rigorous enforcement of safety.

Paddy Lillis, Usdaw General Secretary, said: “Usdaw is concerned that businesses will pay little attention to Government advice as they rush to reopen.

“Risk assessments and the necessary safety measures must be completed prior to any public announcement that stores are reopening. The Government must make it absolutely clear that a business can be closed down if they fail to comply.”

The union also wants the Government’s risk assessment guidance to go further and focus on reducing coronavirus in the workplace with enhanced policies around sickness absence to ensure people with symptoms can stay off work.

measures to help prepare high streets and shoppers for the re-opening of shops.

250K CASHOUT VOUCHERS More than 250,000 vouchers for disadvantaged people have been redeemed since 1 April through PayPoint’s CashOut service, totalling more than £8.5m of support. PayPoint is now working with more than 70 local councils.

8 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

CENTRAL ENGLAND CO-OP LAUNCHES ‘CALL AND COLLECT’ SERVICE Central England Co-op has launched a call and collect service for its Members to provide help for those who need support with their shopping. The Society has over 240 food stores across 16 counties and the service allows Members to call a dedicated number and place their order; their local store will then pick and pack the order that day, before having the order ready to be collected in the afternoon the day after.

The Member or a nominated person

will then visit the store and collect the shopping. Payment for the food and essentials will be taken over the phone from the retailer’s head office.

NEWS SPECIAL

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

STURGEON ISSUES ‘ROUTE MAP’ OUT OF LOCKDOWN

HOW IT PLANS TO PHASE SCOTLAND OUT OF LOCKDOWN.

TARGET FIRST WITH INSTAGRAM CHECKOUT

cotland’s First Minister Nicola Sturgeon and the Scottish Government have published a ‘route map’ for how lockdown will being eased over the coming months, subject to a number of conditions being met.

The route map includes details of a gradual four-phase move out of the current state of lockdown while still suppressing coronavirus. A conditional plan to re-open schools from 11 August was also published.

Its customers can now buy products by tapping on the items they wish to buy that are featured in ‘shoppable’ posts and then modify their order (colour, size etc) without leaving the social media platform.

S

THE SCOTTISH GOVERNMENT HAS PUBLISHED A ‘ROUTE MAP’ FOR

US retail giant Target is claiming to be the first mass retailer to make its products available through Instagram Checkout.

The plan also emphasises some of the lockdown guidance that won’t change for a while, including “the continuing need for enhanced public health measures such as physical distancing”.

If the evidence shows transmission of Covid-19 is under control and the number of infectious cases is starting to decline, the Scottish Government will consider moving to Phase 1 of the route map tomorrow.

For full details, click here.

The entire purchase process can be made in just two clicks.

Nisa’s Epos engineers have completed their first remote installation of a self-check-out till set up in Cornwall at the store of Nisa retailer Gary Batten.

The equipment was ordered, delivered and installed seamlessly and with zero face-to-face contact.

Nisa’s senior engineer Chris Vose said: “A contactless environment is now perceived as the new normal and our self-service checkouts aid in keeping both staff and customers safe.”

Gary added: “Self-scan is the future with rising staff costs and the younger generation preferring less contact. This is a way to keep our customers safer while shopping and they have welcomed this change.”

TECH SOLUTIONS

NISA ENGINEERS COMPLETE FIRST EVER ‘REMOTE’ INSTALL

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 9

NEWS SPECIAL

COVID ROUTE MAP

BY ANTONY BEGLEY, PUBLISHING DIRECTOR, SLR

SCOTTISH ‘ROUTE MAP’ OUT OF LOCKDOWN THE SCOTTISH GOVERNMENT PUBLISHED ITS ‘ROUTE MAP’ LAST WEEK FOR HOW IT INTENDS TO EASE SCOTLAND OUT OF LOCKDOWN OVER THE COMING MONTHS. HERE’S WHAT YOU NEED TO KNOW.

WHAT IS THE ‘R’ NUMBER AND WHY IS IT IMPORTANT? The R number is the rate of reproduction and conveys the average number of people that would be infected by one individual with the virus. If R is 2, then two people would be infected by one person on average.

Consequently, if R is above 1 it shows that the virus is spreading in the population and if it is below 1, the virus is declining in the population.

R is currently estimated to be between 0.7 and 1.0 in Scotland. At the start of lockdown, the Scottish Government believes it was between 4 and 6.

10 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

NEWS SPECIAL

COVID ROUTE MAP

BY ANTONY BEGLEY, PUBLISHING DIRECTOR, SLR

THE PHASES – AN OVERVIEW

W

ith Boris Johnson forging ahead with an easing of lockdown restrictions in England, Scottish First Minister Nicola Sturgeon has thusfar decided against following suit in Scotland. Last Thursday, however, the Scottish Government published its ‘route map’ for how it sees lockdown being eased over the coming months north of the border.

The route map details of a gradual four-phase move out of the current state of lockdown while still suppressing coronavirus. The Government also published a conditional plan to re-open schools from 11th August.

While the guidance highlights how the Government sees an easing taking place, it also emphasises some of the things that won’t change for a while, including “the continuing need for enhanced public health measures such as physical distancing”.

WHAT’S NEXT? If the evidence shows transmission of Covid-19 is under control and the number of infectious cases is starting to decline, the Scottish Government will consider moving to Phase 1 of the route map on 28th May. Sturgeon said: “The lockdown restrictions have been necessary to reduce and mitigate the massive harm caused by the COVID-19 virus, but the lockdown itself causes harm including loneliness and social isolation, deepening inequalities and damage to the economy. That is why I have set out the gradual and incremental phases by which we will aim to ease lockdown matched with careful monitoring of the virus.”

PHASE 1

EPIDEMIC STATUS

Q High risk the virus is not yet contained.

Continued risk of overwhelming NHS capacity without many restrictions still in place.

CRITERIA/ CONDITIONS

Q R is below 1 for at least 3 weeks and the number of infectious cases is starting to decline.

PROTECTIONS ADVISED

Q Physical distancing requirements in place.

Q Frequent handwashing and hygiene measures for all.

Q Cough etiquette imaintained.

Q Face coverings in enclosed public spaces, including public transport.

NEW ACTIVITIES PERMITTED

Q more outdoor activity permitted and permission to meet up with another household outdoors, in small numbers, including in gardens, but with physical distancing.

Q School staff return to schools.

Q Increased number of children accessing critical childcare provision.

Q Re-opening of childminding services and fully outdoor nursery provision.

Q Transition support available to pupils starting P1 and S1 where possible.

Q Gradual re-opening of drive through food outlets.

Q Household Waste Recycling Centres open.

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 11

NEWS SPECIAL

COVID ROUTE MAP

BY ANTONY BEGLEY, PUBLISHING DIRECTOR, SLR

PHASE 2

EPIDEMIC STATUS

Q Virus is controlled but risk of spreading remains. Focus is on containing outbreaks.

CRITERIA/ CONDITIONS

Q R is consistently below 1 and the number of infectious cases is showing a sustained decline.

Q WHO six criteria for easing restrictions must be met.

Q Any signs of resurgence are closely monitored as part of enhanced community surveillance.

PROTECTIONS ADVISED IN EACH PHASE Q As in Phase 1.

NEW ACTIVITIES PERMITTED

Q Able to meet with larger groups including family and friends outside with physical distancing.

Q Meeting people from another household indoors with physical distancing and hygiene measures.

Q People are permitted to drive locally for leisure purposes.

Q Public transport operating increased services but capacity still significantly limited to allow for physical distancing. Travel at peak times discouraged.

Q Non-essential indoor non-office based workplaces resume once relevant guidance agreed with physical distancing.

Q Previously closed small retail units can reopen with physical distancing.

Q Outdoor markets with physical distancing, hygiene measures and controls on numbers of people within market.

Q Pubs and restaurants can open outdoor spaces with physical distancing and increased hygiene routines.

12 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

Q Reopening of playgrounds and sports courts.

Q Resumption of professional sport in line with public health advice.

Q Places of worship open for private prayer under physical distancing rules and hygiene safeguards.

Q Allow marriages and civil partnerships and other types of ceremonies to take place with minimal number of attendees.

“We know lockdown is doing harm of its own, causing loneliness and social isolation, deepening inequalities and damaging the economy. None of us want it to last any longer than it has to.� [ Nicola Sturgeon ]

NEWS SPECIAL

COVID ROUTE MAP

BY ANTONY BEGLEY, PUBLISHING DIRECTOR, SLR

PHASE 3

EPIDEMIC STATUS

Q Virus has been suppressed. Continued focus on containing sporadic outbreaks.

CRITERIA/ CONDITIONS

Q R is consistently low and there is a further sustained decline in infectious cases.

Q WHO six criteria for easing restrictions must continue to be met Q Any signs of resurgence are closely monitored as part of enhanced community surveillance.

PROTECTIONS ADVISED IN EACH PHASE Q As in Phases 1 and 2

Q Q

Q Q

Q Q Q

limited on campus learning where a priority.

Public health measures (including physical distancing) in place.

Larger retail reopen with physical distancing.

Pubs and restaurants can open in indoor spaces with physical distancing and increased hygiene routines.

Personal retail services including hairdressers open (with distancing and hygiene).

Museums, galleries, libraries, cinemas open, subject to physical distancing and hygiene measures.

Gyms open subject to physical distancing and hygiene measures.

Relaxation of restrictions on accommodation providers.

Live events permitted with restricted numbers and physical distancing restrictions.

NEW ACTIVITIES PERMITTED

Q Able to meet with people from more than one household indoors with physical distancing and hygiene measures.

Q Can drive beyond local area for leisure and exercise purposes.

Q Public transport operating full services but capacity still significantly limited to allow for physical distancing. Travel at peak times discouraged.

Q Children return to school under a blended model of part-time in-school teaching and part-time in-home learning. Public health measures (including physical distancing) in place.

Q Subject to the progress of the scientific evidence, schools are expected to open on this basis on 11 August.

Q All childcare providers reopen subject to public health measures, with available capacity prioritised to support key worker childcare, early learning and childcare (ELC) entitlement and children in need.

Q Universities and colleges phased return with blended model of remote learning and

WHAT’S COVERED? The route map covers changes in the key areas of: Q Seeing family and friends Q Getting around Q Schools and childcare settings Q Working or running a business Q Shopping, eating out and drinking Q Sport, culture and leisure Q Community and public services Q Gatherings and occasions Q Health and Social Care.

The First Minister predicts that, in some ways, easing lockdown will be more complicated than the present situation. “Trusting each other will be vital,” she says, “as will recognising that every decision we take as individuals will have an impact on our collective wellbeing.”

CURRENT POSITION The most recent data for Scotland show there has been a welcome, sustained decline in new Covid-19 cases, hospital

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 13

NEWS SPECIAL

COVID ROUTE MAP

BY ANTONY BEGLEY, PUBLISHING DIRECTOR, SLR

PHASE 4

EPIDEMIC STATUS:

Q Virus remains suppressed to very low levels and is no longer considered a significant threat to public health.

CRITERIA/ CONDITIONS

Q Virus is no longer considered a significant threat to public health.

PROTECTIONS ADVISED IN EACH PHASE

Q Physical distancing requirements to be updated on scientific advice.

Q Frequent handwashing and hygiene measures for all.

Q Cough etiquette is maintained.

Q Face coverings may be advised in enclosed public spaces, including public transport.

Q Further relaxation on restrictions on gatherings.

Q Public transport operating full service.

Q Physical distancing may remain in place.

Q Schools and childcare provision, operating with any necessary precautions.

Q College and university campuses open - including key student services with any necessary precautions.

Q All workplaces open with improved hygiene and in line with public health advice.

Q All shops, restaurants and pubs open with public health advice.

Q Shop local still encouraged Q Further relaxation of restriction.s on live events in line with public health advice.

Q Mass gatherings resume in line with public health advice.

admissions, ICU admissions and deaths. Data is published daily on the Scottish Government Coronavirus webpages.

The official current advice remains to Stay at Home, except for essential work that can’t be done at home, going out for food and medicine, or for exercise. When it is necessary to be outside, stay two metres from people from other households, and to wear a face covering in enclosed spaces like shops or public transport. Thorough and regular hand washing is recommended.

IS PROGRESS BEING MADE? There is some evidence that the current R number in Scotland [see panel] is slightly above that elsewhere in the UK. The Scottish Government’s current assessment is that progress, while real, is still fragile - and that room for manoeuvre remains limited.

The ‘Test and Protect’ strategy will now see tests for those with symptoms, with those testing positive and their close contacts asked to self-isolate.

As restrictions are lifted, the Scottish Government we will need to put in place public health measures to stop cases becoming clusters and clusters becoming outbreaks.

PHASED APPROACH TO VARYING RESTRICTIONS The route map takes “an evidence-led and transparent approach” to easing restrictions and sets out a phased approach towards the future. It provides an indication of the order in which current restrictions will be lifted but does not specify dates for each phase.

The phases will be refined and augmented over time but a cautious approach is what the Scottish Government says it will take.

MOVING THROUGH THE PHASES The criteria highlighted within this article will be used to move between phases as the Government eases the restrictions in place. Progress will be reviewed and reported every three weeks with announcements made on whether the country is ready to move from one phase to another.

14 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

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RETAILER INTERVIEW

GRAHAM WATSON WATSON’S GROCERS, MONIAIVE

HOW’S YOUR WEEK BEEN...

GRAHAM WATSON LOCKDOWN IN A SMALL AND VERY REMOTE DUMFRIESSHIRE VILLAGE COMES WITH ITS OWN PARTICULAR CHALLENGES, WITH THE ENTIRE COMMUNITY HUGELY RELIANT ON GRAHAM WATSON’S STORE.

HOW’S YOUR WEEK BEEN GRAHAM? I’m not going to lie, it’s been hard. This whole lockdown period has been enormously challenging for us as we’re the only store for 20 miles in any direction and the community relies on us in a very real sense. It’s a big responsibility and it’s been tough, though it’s also been very rewarding. The last week has seen things settle

16 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

down a little bit. I think people are getting used to the new routine now – the ‘new normal’ – and there’s been a slight change in the last week or so.

HOW ARE SALES NOW? Sales are still way above whatever normal used to be. We’re probably 30% to 35% up on where we were before so, from a purely business point of view, we’re doing well. But it’s hard work.

RETAILER INTERVIEW

GRAHAM WATSON WATSON’S GROCERS, MONIAIVE

STILL AT IT SEVEN DAYS? Absolutely. And it’s not just that. I’m driving about 300 miles a week just getting stock. I’m having to go to town every day to get more stock, not so much because I’m selling it through but just because I often can’t find what I need each trip. The wholesalers are still hand to mouth so we’re having to work a lot harder just to get what my customers need. I’m even sourcing things like yeast from America and I’ve been buying lots of staple products in bulk and then splitting them up.

HOW DOES THAT WORK? We buy things like pasta, flour, lentils and rice in bulk then literally bag it up and sell it that way. It’s been working really well and my shoppers seem to like it. It’s more hard work, of course, and my wife and daughters have been amazing at helping get it all sorted.

AND YOU DO HOME DELIVERY? Yes, we’ve always done it, to be fair, but it used to be just a day or two a week.

Under lockdown we’ve been doing it six days and at its peak we were doing over 120 deliveries a week.

We’re down to about 80 now, but you have to bear in mind that home delivery in Moniaive isn’t like home delivery in as town or city.

I’ve got customers that live a way away at the end of little single-track roads. I’ve got one regular customer who is 96 and who lives 11

miles away up a glen road. That’s a long 11 miles, believe me! But you do what you have to do, don’t you? You’ve got to look after people.

HOW IS THE COMMUNITY RESPONDING TO LOCKDOWN? By and large, they’ve been absolutely brilliant. We’ve all pulled together and it’s inspiring to see. We all need to rely on each other because we’re isolated in every sense.

BUT YOU’RE CLEARLY THE MAN FOR THE JOB! Well, I’m ex-Navy – where I was a logistics officer – so I specialised in logistics

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 17

RETAILER INTERVIEW

GRAHAM WATSON WATSON’S GROCERS, MONIAIVE

and isolation! A mate of mine from the Navy says that coping with lockdown is tailor made for me!

HOW IS THE NOW FAMOUS DAILY VLOG GOING? It started out as a bit of a silly rant one night back at the end of March when the crisis was just getting going. I had been in the shop from 6am and was there at nearly midnight still waiting on my drop. When the poor driver arrived he looked in worse shape than me! But I was totally frustrated and decided to do a video post about it. It’s since turned into a daily part of my routine and it’s been quite well received. The one I did on Friday there got 1,300 views!

DO YOU EVER RUN OUT OF MATERIAL? Not yet! There’s always something to share and I try to make sure they aren’t always rants or complaints. But the community seems to like them and I use them to let them know about important things like the menthol ban, any updates on social distancing, stock issues or whatever. They’re kind of light-hearted so they let me convey important messages but without it appearing too stern.

TELL US ABOUT YOUR GIVEAWAY TABLE. We know that there are some people in our community who really are struggling, so we sit a table outside the store with a selection of products, mostly essentials, that people can help themselves to. It’s just a small thing but it matters, and I know that it gets used, so I’m just glad we can help in little ways like this.

HOW DO YOU SEE THE NEXT FEW WEEKS AND MONTHS?

18 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

To be honest, I think the effects of coronavirus will still be seen and felt for a long time. I fully expect the convenience sector to play a major role for most people maybe all the way through to Christmas. I don’t think we’ll all still be seeing hugely inflated sales at that point, but I can still see us being 15% or 20% up at the end of this year.

WHAT ARE YOUR PLANS FOR COPING WITH THAT? We just keep on keeping on. The biggest concern is a second spike in coronavirus cases because it really wouldn’t be great to have this running through into winter. It’s hard enough with sunshine and clear roads and light evenings. But I’ve always believed that tomorrow is guaranteed for nobody, so you just have to do your best today and keep looking out for each other. I’ve got a brilliant team at the shop, including my two daughters, and we’ll just keep doing our best for our community and looking out for each other.

NPD AND MEDIA

PICKS OF THE WEEK TO GET YOUR PRODUCT LISTED PLEASE CONTACT RAITKEN@55NORTH.COM

LOUD AND CLEAR

COCA-COLA TIC TACS

SUPER GOOD SALAD

Clearly Drinks has unveiled

Ferrero is launching Tic Tac

In a first for the family-run

a new primetime TV ad to

Coca-Cola. Available in ‘the

business, wBaxters has

re-launch Perfectly Clear,

next few months’ in more than

launched a range of Super

its flavoured water brand. It

70 countries, it combines the

Good Salad Dressings in three

will run from 1 June during

“refreshment of Coca-Cola

varieties: Ginger, Miso and

programmes including ITV’s

with the instantly recognisable

Carrot; Gochujang Beetroot

Good Morning Britain and

shape and format of Tic Tac“.

and Mango; and Coconut and

Peppa Pig, Fireman Sam and

RSPs: 62p (18g); £1.41

Kombucha.

Ben & Holly on Sky.

(49g); £2.70 (98g)

RSP: £2

USE YOUR LOAF

RECYCLING PROGRESS

MARYLAND PMPs

Snacking giant pladis is

Pasta maker Barilla has

Burton’s Biscuit Company

expanding its McVitie’s Cake

announced the roll-out of new,

has unveiled new larger PMP

range with two new larger-

100% recyclable packaging

Maryland Cookies packs,

format loaf cakes: Zingy

across the brand’s best-selling

exclusive to convenience.

Lemon (238g) and Sticky

products, including Penne,

Available from mid-June, the

Toffee (200g) in PMP formats,

Fusilli, Spaghetti, Lasagne,

£1 200g PMP ranges replace

aimed at lockdown consumers.

Linguine, Tortiglioni and Mezze

the 99p 136g PMP range.

RSP: £1

Penne Tricolore.

RSP: £1

RSP: £1.29

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 19

NEWS SPECIAL

C-STORE COLLECTIVE LAUNCH RETAIL CONSULTANCY SERVICES

INTRODUCING…

THE C-STORE COLLECTIVE THREE WELL-KNOWN AND EXPERIENCED RETAIL EXPERTS WITH SUCCESSFUL CONSULTANCY BUSINESSES HAVE DECIDED TO JOIN FORCES TO CREATE A NEW SUPER-CONSULTANCY.

F

or anyone that’s been involved in convenience retailing for a while, the chances are they will have come across Jon Rons, John Heagney or Mike Igoe – or more likely, they’ve come across all three.

Between them, the three have worked in senior roles across every aspect of the convenience sector and the supply chain with a huge range of household names on their collective CV like Nisa, PayPoint, HIM, Conoco, Musgrave and Jacksons. They have a combined 114 years’ experience and, between them, they had been running three very successful consultancy businesses for many years.

“We’ve each had consultancy businesses for a long time but because we’ve known each other for decades and because we happen to live quite close to one another, we’ve stayed in touch regularly,” says Jon Rons.

“We speak most weeks, just offering each other advice, helping each other out and basically just providing a bit of support for one another. It dawned on us one day that if we pooled our experience and resources, we could create something that’s bigger than the sum of its parts.”

Thus was born the concept of what was to become the C-Store Collective, which was officially launched yesterday.

Rons will be known to many for an extensive career that spans more than 30 years so far with senior roles or consultancy positions at Conoco, Musgrave, HIM, MyLocal,

20 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

Zapper and TLM. “I formed my consultancy, Wheatsheaf Advisory, in 2014 and since then have provided services to a wide range of clients, although once or twice I’ve been lured in to take full time positions with some of my clients. But I’ve always retained the consultancy business and in recent years it has continued to grow.

Joining forces with John Heagney and Mike Igoe just felt like a very natural thing to do and I believe that together we have something very valuable to offer to retailers, suppliers, wholesalers and brands, both established and challenger.”

While 114 years of experience brings most of the tools that the new C-Store Collective will need, the three Founding Partners were also aware that there were some gaps in their skill sets. “We’ve been around long enough to know what we’re good and also to know where we need some additional support,” explains Rons. “That’s why we’ve created an Associate model where we bring in external experts to allow us to provide a truly comprehensive service for our clients.

A good example is in licensing, which is obviously a very specialist and technical field.

We’ve only last week brought in Chris Mitchener of Licensing Solutions as our Licensing Associate to advise on all licensing-related issues. Chris is on the ACS Independents Board and similarly has huge experience in his field.”

The C-Store Collective aims to provide a full complement

NEWS SPECIAL

C-STORE COLLECTIVE LAUNCH RETAIL CONSULTANCY SERVICES

THE STORE COLLECTIVE JON RONS Q TLM Group, Head of Convenience Q Zapper, Business Development Director Q HIM, Client Director Q Musgrave, Business Development Manager Q Conoco, Category Manager Rons has over 25 years’ experience of convenience format retailing, wholesaling and shopper understanding. Having opened and redeveloped hundreds of stores in the UK and Europe, and been involved at all levels of a business, Jonathan has acquired vast experience in store development, store operations, buying and other support functions.

JOHN HEAGNEY Q Non-exec Director and Consultancy roles 2013 - current Q Nisa: Group Symbol Director 2000-2013 Q Nisa: Non-exec Director 1984-2000 Q Heagneys Supermarkets: Convenience stores 1970-1999 With 50 years of experience in retail, Heagney has extensive experience working with owner-managed businesses through to large corporates and also offers insight into markets and is always keen to explore working with forward-thinking boards.

MIKE IGOE Q Q Q

Heron Foods, Commercial Director PayPoint, Retail Director William Jackson Food Group, positions to Retail Director

Igoe’s experience is primarily within the UK convenience industry, working with leading retailers and suppliers who have changed the landscape of grocery retailing in the last 25 years. His particular strengths are in business reengineering and strategic direction, team management, manufacturer engagement, contract negotiation and the ability to work with suppliers and manufacturers to drive the right outcome.

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 21

NEWS SPECIAL

C-STORE COLLECTIVE LAUNCH RETAIL CONSULTANCY SERVICES

of services from business coaching and consulting to site acquisitions and development advice, from acting as brand ambassadors to organising bespoke study tours.

“With 114 years’ experience, we believe we can bring value to pretty much any business in the convenience retailing space and can provide high quality consultancy that will help our clients tackle any problems they face or fully leverage any opportunities they have,” says Rons.

By pooling their talents, the new business can already claim a very impressive client list including DeeBee Wholesale, Jake & Nayns, Nisa, PayPoint, Philips 66, Sewell On The Go, Co-op Midcounties and Stevenson Forecourts.

“It’s an exciting time for us,” concludes Rons. “We only officially launched yesterday but we’ve been preparing for months. It’s fantastic to finally see it go live and I’d be delighted to hear from anyone that wants to know more about the C-Store Collective and how we could add value to their business or brand.

“It dawned on us one day that if we pooled our experience and resources, we could create something that’s bigger than the sum of its parts.”

www.c-storecollective.com enquiries@c-storecollective.com

22 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

NOW THAT’S A GOOD IDEA…

OUT THE BOX TOUCHLESS TECH

TOUCHLESS SOLUTIONS FOR A POST-COVID WORLD

IT’S HIGHLY LIKELY THAT CORONAVIRUS WILL LEAVE A NUMBER OF IMPORTANT LEGACIES BEHIND ONCE IT FINALLY GOES, AND ONE WILL BE FAR MORE CONSUMER INTEREST IN HEALTH AND HYGIENE.

WHAT’S THE BIG IDEA? Touchless tech.

WHY? Coronavirus has obviously focused people on health and hygiene and in particular avoiding contact with hard surfaces that could potentially transmit the virus.

WON’T THAT PASS WHEN COVID-19 DOES? Probably not. The ‘new normal’ will probably see shoppers retain much more of an interest in cleanliness, especially in high-traffic public spaces like shops and car parks.

WHAT SORTS OF TECH ALREADY EXIST? There are new solutions appearing on the market every day to help people avoid touching surfaces that would ordinarily be touched by possibly hundreds of others a day. One of the latest examples is ‘touchless parking’.

WHAT’S TOUCHLESS PARKING? WPS, one of the UK’s leading parking equipment providers,

has launched a set of touchless upgrades to its Pay-on-Exit system to mitigate issues around possible virus-transfer at barrier terminals and pay stations. It’s not aimed at the convenience market but the potential applications of similar technology are obvious.

HOW DOES IT WORK? The solution facilitates a touchless parking journey from arrival to departure through the use of a touchless infrared ticket printer button for entry terminals where the customer simply waves their hand in front of the new sensor and the ticket is issued without pressing to avoid any possible virus transfer. Pay stations can also be upgraded to touchless with the installation of a surface-mounted, optical ticket scanner. Instead of inserting a ticket and receiving it back (with a possible risk of virus cross contamination between successive customer tickets), users can now simply wave their ticket barcode in front of the optical scanner which reads a ticket without it needing to be inserted. The payment can then be made using existing contactless payment card readers to complete the touchless experience.

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 23

OPINION

RETAINING NEW CUSTOMERS AFTER COVID BLAKE GLADMAN, STRATEGY & INSIGHT DIRECTOR, KAM MEDIA

TIME TO PIVOT FROM

‘SURVIVE’ TO ‘THRIVE’ CORONAVIRUS HAS SEEN THE CONVENIENCE SECTOR FLOURISH BUT THE TIME TO START THINKING ABOUT THE FUTURE AND HOW TO RETAIN THE MANY NEW SHOPPERS THAT RETAILERS HAVE SEEN IS

I

NOW UPON US, ARGUES KAM MEDIA’S BLAKE GLADMAN.

t’s likely that there will be a net-positive increase in footfall to the convenience channel post-lockdown, but there’s a lot of work to be done to maintain it. New research commissioned by Cirkle and TWC, with research conducted by KAM Media, shows that 27% of convenience shoppers are planning to visit convenience stores more postlockdown, even when all other alternative outlets are open (from pubs to cafes to restaurants, etc.). In contrast 19% say they will visit less, as their usual alternatives open back up.

For many convenience stores the Covid-19 pandemic has been a combination of incredible challenges, both physically and mentally, as they tackle operating a physical

26 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

store (and all the difficulties that represents) and handle the daily challenges of keeping themselves, their staff and their shoppers safe and protected. Yet, it’s also been a period of incredible growth in business performance.

Demand is outstripping supply and those stores on the frontline are recording record sales figures as shoppers flock to their local convenience store. It may be crass to talk economics during an environmental and social catastrophe but there’s no escaping the fact that, for many retailers, business is booming.

However, with great power (and great sales) comes great responsibility, and I’m sure if you gave a retailer the choice,

OPINION

RETAINING NEW CUSTOMERS AFTER COVID BLAKE GLADMAN, STRATEGY & INSIGHT DIRECTOR, KAM MEDIA

they’d rather wind the clock back and have the world return to the way it was. Yet, we are where we are, and the bottom line is that the ‘new normal’ may have brought its fair share of tragedies, but it’s also brought a fantastic opportunity for convenience retailers to succeed and grow as shoppers returns to the streets.

At the height of the pandemic it may have even been easy for stores to attract customers and increase their spend. With shoppers unwilling to travel far, less concerned with price and more concerned with getting whatever they could, it all played into the hands of the convenience channel.

During this period, retailers could be forgiven for losing focus on some of traditional building blocks of good retailing (store appearance, staff interaction, engaging shopping experience) as they concentrated instead on a stack-it-and-sell-it approach.

With new shoppers come new expectations and with the easing of the lockdown measures the world of options is about to become bigger once again. Convenience stores have been given a kickstart, and for some, who may have been struggling to survive coming into lockdown, have just received a triple-heart bypass. The key now, for all of them, is to grab life by the balls and ensure that they don’t waste this gift that been given.

Home delivery will continue to play a vital role in stimulating growth for convenience retailers as many customers are not accustomed to this method. In many respects the Covid-19 pandemic has fast-forwarded this particular innovation 3-5 years. So retailers who are not doing delivery or aren’t sure about it need to sprint to catch up. Otherwise they’ll be left behind.

Where shoppers may have accepted dips in standards over recent months, they won’t for very long. Convenience needs to pivot from survive mode into thrive mode quickly and seamlessly. This will certainly be a challenge as many customers will want and expect certain safety measures (maximum store numbers, social distancing, protective screens, etc.) to remain.

We are already seeing this challenge with pubs and restaurants as they look to reopen with these safety measures in place and yet still deliver an experience for their customers. Convenience (and all grocery for that matter) must start to think along the same lines. We can’t ignore that shopping is as much about the experience as it is about the purchasing. Those retailers that find the perfect balance will see the biggest wins and will be those that retain the highest proportion of their new customer base.

“The key now for retailers is to grab life by the balls and ensure that they don’t waste this gift they’ve been given.”

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 27

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 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 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

ing 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 trading to keep your customers safe.

standing efforts! Together we are Making a Difference Locally.

eat 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

PARTNER OF CHOICE NISA

NISA: YOUR PARTNER OF CHOICE NISA IS THE PARTNER OF CHOICE FOR MANY AWARD-WINNING RETAILERS ACROSS THE UK, PROVIDING AN ENVIRONMENT IN WHICH INDEPENDENT RETAILERS CAN FLOURISH.

N

isa is proud to work with many multi award-winning stores including Pinkie Farm, Greens of Markinch and David’s Kitchen to name a few, making us the proven partner of choice for market-leading, independently minded retailers.

The role of the independent retailer has never been so important as it is currently with the outbreak of Covid-19 and we are extremely proud to be supporting some excellent, innovative convenience retailers during these unprecedented times.

Nisa’s wholesale operation provides an environment in which independent retailers can really flourish. Since joining forces with the Coop in 2018, the structure brings enhanced buying

“The Evolution format has seen great success with retailers on average achieving a 12% uplift in sales since conversion.”

30 I SLRMAG.CO.UK / ISSUE 6 / WEDNESDAY 27TH MAY 2020

capability, allowing Nisa partners to trade their businesses in the way they choose, backed by competitive prices and promotions with access to a deeper range including Co-op’s award-winning, own brand products.

With Nisa, retailers have the option to operate under a symbol fascia; Nisa Local or Nisa Extra, or dual-branded, whereby a Nisa partner can maintain their own identity whilst also benefiting from the strength of the Nisa brand. Alternatively, a retailer can trade under their own independent fascia.

Through its latest Evolution store format, Nisa offers flexibility to retailers with a more modular development format which accommodates the individual demographic and shopping missions of each store. The concept considers emerging trends to create a store design that demonstrates to retailers how best to capture additional footfall and spend while setting themselves apart from the competition. The Evolution format has seen great success, with retailers on average achieving a 12% uplift in sales since conversion.

Nisa provides a complete support package

SYMBOL SPECIAL

PARTNER OF CHOICE NISA

which comprises a strong retail focused team, an enhanced category management system, a bespoke staff training facility and comprehensive marketing package incorporating social media and PR support, leaflets, point of sale material, a personalised Nisa FM radio network and national advertising.

Furthermore, a full Nisa Epos solution is available along with access to Nisa’s award winning OCS platform which offers a multitude of services including ordering, deals, presells, planograms, in store POS generation plus full order, delivery and invoice tracking. Mobile applications also allow online ordering, delivery tracking, deals and product catalogue management.

Nisa’s flexible model provides its retailers with an unbeatable breadth of range of more than 13,000 SKUs, as well as access to more than 2,000 Co-op own-brand products across all categories, providing a recognised, quality brand for shoppers and good margins for retailers. This is all delivered by Nisa’s industry leading supply chain which retailers can trust with an impressive 99.9% of deliveries made on the day and 95% successfully made on time.

A comprehensive support structure is provided from a strong field team including retail development managers and regional retail managers as well as fresh food development managers, who encourage retailers to make the most of this important category, and store development managers who help partners develop their stores and proposition.

Finally, Nisa recognises the importance of community involvement, and its retailers can support good causes in their local area through

Nisa’s Making a Difference Locally charity, which has donated more than £9.2m to charities and good causes throughout the UK since its formation in 2008.

SOCIAL DISTANCING... DONE RIGHT Here’s how Nisa Blackford embraced social distancing.

To Join Nisa complete the form on www.join-nisa.co.uk/contact-us or contact our team on 0800 542 7490.

WEDNESDAY 27TH MAY 2020 / ISSUE 6 / SLRMAG.CO.UK / 31

n ee b er ev n s a h s es en r a w Lees’ brand a

B awarrand eness

76%

**

of Scots like Lees Snowballs *

Our delicious snowballs and teacakes have been family favourites for almost 90 years. Following last year’s TV campaign, awareness is at its highest level ever, with 76% of Scots surveyed saying they liked Lees Snowballs and 44% buying Lees products every month.

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sales@leesofscotland.co.uk *Source: JLral. Post TV Campaign Evaluation- Sept 2019 **Refers to Scots who viewed the 2019 TV ad