TECH & DATA IN LOCAL RETAIL A RETAILER’S GUIDE TO TECH, DATA AND WHY THE REVOLUTION WILL BE DIGITISED HOME DELIVERY / INTEGRATED EPOS / DIGITAL LOYALTY / FRICTIONLESS SOLUTIONS CUSTOMER DATA / AMAZON FRESH & MUCH MORE
MAY 2021
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TECH & DATA IN LOCAL RETAIL
CONTENTS
5 Welcome
Handbook editor Antony Begley introduces our Tech Handbook for 2021.
7 The weird world of retail tech
A snapshot of some of the latest and most interesting retail tech developments from around the world.
11 Talking tech
A full length video interview examining tech in the local retailing sector with Henderson Technology’s Darren Nickels.
12 Amazon and a four letter word
The rapid expansion of the Amazon Fresh store chain the UK should be concerning for local retailers, but perhaps not for the reasons you think.
14 Digital tipping point?
TWC’s Tom Fender suggests convenience retailing has reached a tipping point in terms of tech.
18 Cash back wallop!
The Sun continues its commitment to customer data with a frictionless cashback solution.
20 Epos-enabled tech
Henderson Technology examines the fundamental importance of a future-proofed Epos system as the platform for continued efficient tech adoption.
24 A retailer’s guide to home delivery
Home delivery experts Snappy Shopper offer a hands-on guide for retailers considering adding home delivery services.
28 Epos for profit
MHouse Solutions explains how a great Epos system can save you time and money and grow sales, boosting your profits.
30 Making RVMs work harder for you
Reverse Vending Machines can do much more for your business than simply help you collect returned drinks containers, explains Tomra’s Truls Haug.
32 Added Oomph
Gulf Retail has continued to develop its digital forecourt loyalty programme Oomph with the addition of major brands including M&S, Pizza Express, Halfords and Expedia.
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ANTONY BEGLEY
WELCOME
The revolution will be
digitised One of the many consequences of the Covid-19 pandemic has been a huge acceleration of the adoption of technology in the local retailing sector across the UK. While many retailers had been toying with a range of novel and interesting technologies in the run up to 2020, there was very little evidence of any substantive major leaps forward on the tech and data front. While the online retailers were busy doing their online thing and the major supermarkets and discounters were wrestling with how to embrace both a tech-enabled future and an increasing proportion of digital-native customers, convenience stores were apparently happy to just sit tight and rely on the fact that customers would always use their stores, just as they had always done. March 2020 last year started to see the weaknesses in that strategy being revealed. Yes, sales went through the roof for most local retailers but footfall tanked and, as consumers groped for satisfactory new solutions to their shopping needs in a much-changed world, everything was suddenly up for grabs. It also became increasingly clear that tech was going to play a major role. The first big shift to actually affect the local retailing sector was home delivery. It’s more of a tech-enabled solution than a tech solution in itself, but it marked the sector’s first tentative steps
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into facing up to the challenge of a world where the boundaries between online and in-store shopping were being blurred beyond recognition. The traditional boundaries between retail and foodservice were also swept away for good measure Courage and bravery, along with all that extra cash from ballooning sales, saw many innovative retailers quickly able to reap the benefit of being early adopters of home delivery tech. There are many good examples of retailers that saw sales go through the roof, almost overnight, after adopting home delivery. Ross McPherson in Ayrshire is one example, adding £20,000 a week in extra sales across the two stores he had at the time with no apparent negative impact on instore sales. While home delivery was the undoubted star of the early retail tech show, however, there are countless other examples of technology being used to either save money or make money. For all its many and varied faults, 2020 will also go down in local retailing history as the year when retailers started getting serious about tech. With a little extra cash swilling around, more and more retailers have been prepared to take a punt on some new solutions and, often times, have learned that tech has many great advantages over people. Yes, local retailing will probably always be a people business, but tech can go a long way to automating, streamlining and
ANTONY BEGLEY
WELCOME
generally driving efficiencies in ways that are very hard to do with human beings, particularly relatively low paid ones. In very simplistic terms, the Amazon model is where nirvana lies: tech takes over all the mundane, repetitive, frankly mindless tasks that are boring and prone to human error and frees people up to spend their working hours where they can add most value: customer service. And Covid-19 has also changed what consumers expect of an interaction with a retailer or brand. The infamous Gen-Zs and all those other younger shoppers are perfectly comfortable in the digital world and increasingly expect the sort of personalised, tailored, efficient service they can get from apps on their smartphone. Online retailers created this digital world but local retailers are now at a point in history when they need to embrace it too if they don’t want to find themselves at risk of becoming irrelevant in the future. This needn’t mean iris scanning, bio implants, digital printing and all that other expensive Matrixtype scary tech – but it does mean embracing the sort of tech that many consumers now expect when they enter or interact with a store. Fast, convenient, personalised. Fortunately, however, local retailers are arguably in the best position of all to exploit these tech and data opportunities. Even Amazon must be jealous of the relationships
local retailers have with their customers. Trust is earned, not bought. There is no shortcut. So local retailers are in a good place – but the world is moving on at pace and the local retailing sector must too. Tech is a big part of that and, one day soon, data will be too. Data is very rarely discussed in the local retailing channel but that will change. Tech can be great, but it’s simply an enabler. The best tech becomes invisible. The real key to unlocking a profitable future is data. Capturing and analysing customer data will be the next game-changing battleground for retail, if it isn’t already. The local retailing sector has yet to enter that particular fray but it can and it must. In a digital world, data will be what underpins everything. And I mean that almost literally. The cliché is that ‘data is the new oil’. But, for me, that’s a weak analogy. Oil is messy and dirty and it’s running out. Data is mostly clean and clear and it’s multiplying faster than fruit flies. In the future, data will drive what retailers buy, when, where and how often. It will drive everything they do in-store and it will drive every communication they have with every single customer on a personalised-to-them basis. If this sounds scary, bear in mind that it’s where big, successful online retailers like Amazon and eBay already are. They’ve already scaled that peak, but bricks and mortar retailers will need to get there too – and that includes local retailers.
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Following Orders
Introducing Appetite, the app for delivery, click ’n collect and hot food orders, now integrated with EDGEPoS.
Grocery and alcohol click ’n collect or delivery Corporate ordering facility Hot food/deli click ’n collect and delivery Grow existing sales and acquire new customers Food nutrition and allergen information (EU 1169/11) Optional in-store self-service kiosks (additional costs apply)
VIVO Larne reported 80% of Appetite shoppers are new customers
Take control of your orders Live stock view on app
Zero commission
Receive a terminal and printer for managing all orders
Bludot Technologies Dashboard for marketing and reporting
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TECH & DATA IN LOCAL RETAIL
TECH ROUND-UP
The weird and wonderful world of retail tech Adoption of tech in the retail sector is accelerating across the globe as this snapshot of some of the most interesting developments shows. Pay by Number Plate
Convenience Store chain Circle K has launched ‘Pay By Plate’ forecourt technology in Sweden, letting customers pay for fuel using a mobile app alongside number plate recognition technology. Customers can simply fill up with fuel and then pay on the Circle K Easy Fuel app. Deb Hall Lefevre, Chief Information Officer at Circle K, says: “We know the forecourt of today is not the forecourt of tomorrow and we are committed to evolving the forecourt experience for our customers through innovation. The need for change and a move towards a more frictionless forecourt experience is driven by the clear changes we see in consumer behaviour.” “As market leaders, we feel it is our responsibility to continue pushing forward the development of the forecourt and convenience retail space and ensure we are adapting today to meet the future needs of our customers.”
Amazon makes it four
Amazon has opened its fourth Amazon Fresh store in London in a matter of months. The new 2,500sq ft store in Canary Wharf offers the own-label food brand ‘by Amazon’ as well as a range of hot and cold food throughout the day and on-the-go meal solutions. Amazon has already said it plans more stores in London.
Amazon’s Treasure Truck
Amazon is also ramping up its ‘Treasure Truck’ offering in the UK, after launching in London and Manchester in 2017. Customers can sign up for text alerts for limited-time offers on “trending, exclusive or heavily-discounted” products which will be delivered to their doors. The service is available across a wide range of product categories, including spirits.
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RETAIL TECHNOLOGY & INNOVATION HANDBOOK 2021
TECH ROUND-UP
Wholesale targets net zero
The Scottish Wholesale Association (SWA) has embarked on an ambitious project to help members and the wider wholesale sector become greener and more sustainable, and ultimately decarbonise the wholesale food supply chain and achieve netzero emissions by 2045, if not before. As part of ongoing efforts towards mapping a plan to decarbonise the supply chain, the SWA will focus on distribution fleets with a particular focus on Hydrogen Fuel Cell and Electric Vehicle (EV) technologies in this first phase of the Decarbonisation of the Wholesale Industry Project. The environmental impact of members’ cold storage facilities will also be researched ready for phase two which will look at energy and buildings. Colin Smith, SWA Chief Executive, said: “While there are various decarbonisation projects in place in Scotland, the SWA has the opportunity to be the first organisation in the UK to investigate and implement the private commercial use of HFC technology and/ or EV technology at a sector-wide level.
Kroger pilots drones US retailing giant Kroger has teamed with Drone Express for a pilot that sees grocery delivery via autonomous drones. Jody Kalmbach, Kroger’s Group Vice President of Product Experience, said: “The pilot reinforces the importance of flexibility and immediacy to customers, powered by modern, cost-effective, and efficient last mile solutions. “We’re excited to test drone delivery and gain insights that will inform expansion plans as well as future customer solutions.” Drone Express kicked off test flights near the Kroger Marketplace in Centerville, Ohio with customer deliveries scheduled to begin later in the spring.
“As a result, the Scottish wholesale industry could become Scotland’s first ‘commercial testbed’, particularly for HFC. Carrying out this project on an industry scale will generate bigger benefits to our members than if they do it alone – not only in time and cost savings, as we are conducting the research on their behalf, but also in hopefully being able to attract funding.”
Morrisons ditches points for app Morrisons is canning its points-based More loyalty scheme and instead bringing in a new app-based My Morrisons programme giving customers instant money off at the checkout. All savings are available to spend immediately and, as well as personalised offers, the My Morrisons app will also host other Morrisons online services including Morrisons.com, Food Boxes and the Morrisons Cafe Takeaway menu. Further features will launch in the coming weeks, including the opportunity for customers to give back to the community and ‘Basket Bonus’ surprise and delight rewards. Customers will have until 9 August to redeem any unclaimed ‘Morrisons More Fivers’ and have 56 weeks to spend them.
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RETAIL TECHNOLOGY & INNOVATION HANDBOOK 2021
TECH ROUND-UP
Big Issue goes contactless The Big Issue Group has equipped almost 600 of its vendors with contactless payment technology using the Zettle card reader. Vendors can now also offer PayPal QR Code payments to their customers.
Ocado goes driverless
Online grocer Ocado has teamed up with autonomous driving software company Oxbotica to build self-driving vehicles for itself and other retailers who use its tech solutions. The vehicles could include self-driving forklifts and delivery vans, as well as robots to take deliveries to front doors. Ocado, which has a track record of supplying third party retailers around the globe with the kit to build their own online platforms, has bought a £10m stake in Oxbotica as part of the deal, giving it a seat on the company’s board. Alex Harvey, Ocado’s Head of Advanced Technology, said: “We want the entire end to end operation, ultimately, to be autonomous – from the receipt of stock to the warehouse all the way through to the customer’s door. “From a customer’s perspective you open your door and outside you will see an autonomous van or another autonomous vehicle pull up outside your house, and most likely an autonomous robot will get out of that autonomous vehicle, will collect your groceries, and hand them to you at the doorstep.”
Domino’s staff bitcoin pay option
A Dutch Domino’s Pizza franchisee is offering its staff the opportunity to be paid in Bitcoin. Immensus Holdings, Holland’s biggest Domino’s franchisee with 16 stores, is volunteering to pay staff as much of their salary above minimum wage as they like in Bitcoin. (Minimum wage must be paid in Euros by law.) The company has over 1,000 employees who can opt into the scheme.
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The Big Issue’s Head of Partnerships and Programmes, Beth Thomas, said: “The pandemic has only accelerated the need for vendors to accept cashless payments and we began a lot of this work with some vendors whilst still in lockdown. For us, financial and digital inclusion is so important as it enables vendors to access the same services and products as everyone else, regardless of their personal circumstances.” “Our partnership with Zettle and PayPal has enabled us to work with our vendors to help them to manage their finances confidently, using technology to enhance this experience and ensure they get the best access to services and the best value of products.”
TECH & DATA IN LOCAL RETAIL
TECH ROUND-UP
Flux aims to Beat The Receipt An environmental campaign to encourage retailers to stop automatically producing paper receipts for every transaction has been launched by UK-based Flux System. Supported by the Association of Convenience Stores, the British Retail Consortium and the British Independent Retailers Association, the campaign is asking retailers to commit to making paper receipts fully optional in their stores by 2023. Retailers including Holland & Barrett, River Island and Dunelm have already signed Flux’s #BeatTheReceipt pledge.
DPD’s air monitoring tech
DPD is rolling out a new air quality monitoring programme across six UK cities. Project BREATHE is already live in London with 100 mobile air quality sensors on the roof of DPD vans and 20 fixed units on the company’s PickUp shops close to schools and play areas.
Samantha Lind, campaigner at Beat The Receipt, says: “Paper receipts account for tens of thousands of tonnes of carbon emissions every single year, and most of them end up straight in the bin. This is the retail industry’s ‘plastic straw’ moment, we’ve woken up to the damage we’re doing to the environment and it’s time for drastic change. Customers want it, the retail industry can benefit from it, and our planet needs it.”
By the end of this month, Birmingham, Leeds, Manchester, Glasgow and Cardiff will join the initiative, creating a network of over 400 sensors in total, delivering 1.5 million pollution readings a day.
The initiative is also being backed by Barclays which is offering retailers the chance to become part of its digital receipt offering.
Best Buy adopts digital SELs
The sensors take readings every 12 seconds and are focused on fine particles to provide real-time data designed to help visualise air quality and identify hotspots. The UK roll-out is part of a Europe wide programme in partnership with Pollutrack, involving a planned total of 2,400 sensors across 20 European cities by the end of 2021. Once the sensors are installed and monitored for two months, DPD will provide air quality information via the Pollutrack AirDiag system for local councils. The data will also be available to DPD customers and academics.
Electronics retailer Best Buy is set to deploy Swedish company Pricer’s electronic shelf edge labels in all its 129 stores in Canada. The estimated value of the new order is somewhere around £5m, with kit arriving in the second quarter of 2021 and installation completed during the first few months of 2022.
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DARREN NICKELS
TECHNOLOGY IN LOCAL RETAILING
Talking tech Antony Begley gets up close and personal with Henderson Technology’s Retail Technology Operations Director Darren Nickels who talks everything from data and home delivery to digital shelf edge labels and Amazon Fresh.
Adoption of new technology in the convenience retailing sector has been massively accelerated over the last year or so, which is why we caught up with Henderson Technology’s Retail Technology Operations Director Darren Nickels. Northern Ireland-based Henderson is relatively unusual in the Epos world as they started out in life as retailers before deciding to create their own Epos system – EDGEPos – so that they could tailor it precisely to the needs of the hundreds of convenience stores they serviced. In other words, they get retail and they get the real-world challenges that retailers face, which helps inform how they develop and improve EDGEPos.
Having created it for their own requirements, Henderson realised that the system could also be of interest to other retailers. That first kicked-off on the other side of the world in Australia – for reasons that are explained in the video – before Nickels and team brought EDGEPoS to the UK too. Over the last couple of years, Henderson has been heavily targeting the UK market and is enjoying major success, particularly in the forecourt sector. In the interview, Nickels talks everything from data and home delivery to digital shelf edge labels and Amazon. Why not grab a cuppa and see what he has to say?
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AMAZON FRESH
CUSTOMER DATA
Amazon and the four-letter word Amazon’s new ‘just walk out’ stores potentially signal the dawn of a new era in the convenience retailing channel – but how much of a threat is it? And why is no one talking about the four-letter word that matters most: data?
By Antony Begley What’s all the fuss about?
The worst kept secret in retail: Amazon Fresh opened its first ‘just walk out’ UK store in Ealing, West London and has promptly opened more, with ‘dozens’ apparently in the pipeline.
Customers like it?
Just a bit. Snaking queues around the block as shoppers took a liberal approach to social distancing to check the new store out.
Should other retailers be worried?
Yes, but possibly not for the reasons many industry observers appear to assume. Despite many dismissing it as just a few stores with questionable ranges and gimmicky technology, the move is potentially a watershed moment for convenience retailing in the UK.
Why?
In a word, data. Amazon already holds a colossal amount of personalised customer data thanks to its all-conquering online operations; its increasing
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presence in bricks and mortar retail through Whole Foods and Amazon Fresh means it is able to begin merging the online and offline shopping worlds. Mintel estimates that almost 95% of UK shoppers use Amazon, giving the tech giant access to an almost unfathomable amount of data and insight around shopping habits, trends, patterns and individual transactions – down to the individual human being level. Amazon Fresh extends that insight even further into the realm of bricks and mortar shopping.
Are the stores any good?
In terms of ranging, merchandising and store environment, they’re decent, but not groundbreaking. It’s the tech that is special. On a trip to the original Amazon Go store in Seattle with a few local retailers from Scotland, we tried every insider trick in the book to try to steal something (after telling the staff we were doing it). We failed. The camera-based tech just works – and the bemused looks from staff suggested we weren’t the first to give it a go.
AMAZON FRESH
CUSTOMER DATA
But if the stores aren’t that outstanding...?
That misses the point. Getting the store right is the easy bit. Getting the tech right was the difficult and hugely expensive bit.
Is the tech better than other options?
Frankly, yes. There are some fantastic solutions on the market for local retailers but they all involve at least a little friction that you don’t find with the Amazon solution. Shoppers scanning QR codes, scanning individual products as they go and so on is a huge step forward in terms of making the customer journey far, far simpler – but ultimately that tech will have to evolve into a full ‘just walk out’ solution.
So it’s all about tech?
No. Ultimately, it’s not the tech that matters. All truly great tech solutions become invisible. Tech should be a facilitating factor, not a goal in itself. Amazon clearly understands that. The ultimate goal is sales, facilitated by tech and underpinned entirely by data. To see this in real life, ask yourself how many convenience stores that use clever in-store tech actually capture customer data and use it to drive future activity and decision-making. For Amazon, the tech only exists to allow the company to capture data. The sole purpose of the ‘just walk out’ technology is data capture. Yes, it makes the in-store experience frictionless and seamless and novel and exciting and slick. But it’s the data that Amazon is after. The customer is almost literally the only thing that matters to Amazon – and to understand the customer at the deepest possible level, Amazon needs data. And not just data, data that’s personalised to the individual.
Why personalised data?
To even enter Amazon Fresh you must scan in at the door – thus identifying yourself to Amazon. Everything you do thereafter is caught on camera and on the transactional log. Amazon knows everything you did in-store. What you bought, what you looked at but didn’t buy, what you picked up then put back, how long you spent at each fixture, how many promo items you bought, when you visited, how long you spent in the store, how often you visit the store. You get the idea.
What do they do with all that data?
Give customers very, very precisely what they want in every sense. And in the future we will see an increased merging of online and offline by Amazon. That will impact on the customer experience on Amazon’s digital and bricks and mortar platforms.
So, is everybody that isn’t Amazon doomed then?
Absolutely not. Even for a company of Amazon’s deep pockets, scaling up won’t be that easy, though they already seem to be giving it a go. And there are already significant ‘big brother’ concerns being raised about the potential breach of civil liberties as Amazon gathers personal data footprints that vastly outweigh those of any other business. This is potentially the biggest challenge that Amazon will face: the UK government stepping in to put the legislative shackles on Jeff and co’s immense datagathering ambitions.
So it’s a race against time?
Possibly. Amazon does have very, very deep pockets. In the fourth quarter of 2020 alone, the company’s revenues were a staggering and record-breaking $125.56bn. In three months. For the full year, Amazon reported net profits of $21.33bn which was an 84.1% increase on the previous year. The point being, Amazon has the means to grow its convenience store estate quickly, if that’s what it plans to do. How big can it get before the government acts? And Amazon will undoubtedly argue that concerns about civil liberties clearly aren’t all that important to consumers, to the civilians the government is supposed to be there to protect.
Mintel estimates that almost 95% of UK shoppers use Amazon, giving the tech giant access to an almost unfathomable amount of data and insight around shopping habits, trends, patterns and individual transactions.
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TOM FENDER
DIGITAL & DATA
Has UK conven a digital tipping
The UK convenience sector is at a critical juncture in its development, s yet again that industry commentators seem to be missing a key point.
Over the last few years, we have seen the major retail multiples reverse engineer themselves into convenience retail, either by Tesco acquiring Booker or One Stop, Sainsbury’s buying Jacksons and Bells, Co-op acquiring Nisa or Morrisons agreeing wholesale partnerships. It should not be a huge surprise, therefore, when one of the “faces” of the glory days of the multiples, Justin King, also decides to get involved. King, who has just made a “significant” investment in home delivery platform Snappy Shopper, probably understands convenience retailing pretty well, having opened hundreds of Sainsbury’s Local convenience stores under his stewardship. As King has pointed out recently: “Fundamentally these independent convenience shops are located in brilliant locations to serve their local communities,” and “they are fantastic distribution assets but they don’t have the wherewithal to go online”. Having observed convenience retail for more years than I care to remember, here are my thoughts: consumers quite literally flocked to c-stores during the pandemic. TWC research in June 2020 showed that 45% of the population used a c-store more during the first lockdown. And c-stores’ share of total grocery sales grew from about 21% to about 28% within weeks. C-stores suddenly had more shoppers but the
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challenge was how to retain them once the worst of the pandemic had passed. And while the growth in online retailing is well documented during the last year (33% of all retail sales are now conducted online), it’s still a relatively small percentage in grocery retailing (around 15%). Even the multiples struggle to get more than 15% of their sales online and/or make money from it. So should independent retailers park online retailing for a few years until more consumers actually do it? I would argue that it isn’t a ‘no brainer’ for every c-store owner to offer online retailing. It very much depends on the local demographics – remember, most c-store shoppers live/work less than half a mile away from the store they use (quite often a quarter mile or less) – and the sales mix of the store. However, it’s also about looking to the future, not just the past. Latest TWC research (Spring 2021) posed the question: “Do you envisage a time when you won’t use supermarkets, you will only use small retailers and/or foodservice outlets?” Some 38% of consumers agreed with that statement – but importantly it was over 50% for millennials and ‘Gen Z’ consumers – the shoppers of tomorrow.
TOM FENDER
DIGITAL & DATA
nience reached g point?
says TWC’s Tom Fender, and argues
These younger shoppers are shopping online all the time. Around 75% of Gen Z shoppers have bought something off Amazon vs only 51% who have visited a supermarket. Online shopping is increasingly ‘the norm’ to millennials and Gen-Z shoppers. We can see where we’re heading, but we can also see why online grocery shopping hasn’t exploded over the last decade like we see in other parts of retail: certain generations of consumers like to shop for groceries in physical stores. But like a lot of generational trends, the shift from old ways of shopping to new ways of shopping can appear like a super-tanker when the reality is you need to look at certain segments of the population instead of the distorted figures for the UK ‘average’. But many convenience stores do not think that they have the capability to develop their own online ordering solution. What we are seeing is the potential merging of two trends – consumers wanting to support (and shop at) local independent retailers, and the prevalence of online ordering. Snappy Shopper, Jisp and other platforms provide a solution that meets these two consumer needs. So, Justin King’s involvement makes sense and the online platform concept is a great solution; it removes the barriers to entry many c-stores face to getting online and it is meeting clear consumer
needs. But, what of those retailers? Is it the best option, or is it the easiest option, and how will it impact the sector long term? For a retailer that signs up to Snappy Shopper, the website says that there is a £500 initial fee and then they take 4% of any transactions, which is charged to the consumer, not the retailer. They do not physically deliver – that’s down to the retailer who must decide how to fulfil any orders received. All monies from online transactions are bundled and passed to the retailer weekly. A notional c-store basket would be about £7.50 but it is reasonable to expect that an online order would merit a higher basket spend. Conservatively, let’s assume £12.00 (Snappy Shopper says £26). If a store received 100 orders per day 6 days per week – the transaction fee payable over a year to Snappy Shopper would be £14,976 (+ the initial £500). There are other “out of the box” solutions – Jisp says that retailers can get online with its solution for as little as £2.50 per week and there are no transaction charges
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TOM FENDER
DIGITAL & DATA
whilst Deliveroo can take as much as 37% in commission. As with anything, it pays to shop around and most of the more expensive platforms would, no doubt, argue that they can justify their costs because they are increasing reach and driving footfall, which means that overall turnover and profitability increases in their customers’ stores. So, as well as considering cost, what else should a retailer be thinking about? The most important consideration should be about brand and who owns the customer. If a retailer uses an online platform, whose brand is foremost in the customers’ mind? Is it the platform or is it the store? Who is the customer going to be loyal to, the platform or the store? And, down the line, if the retailer chooses to change platforms, who owns that customer? In the case of Deliveroo, they would certainly argue that the customer belongs to them, which gives them a powerful vendor lock-in mechanism. And, this matters not just commercially but also for the health of the convenience sector. At the start of this piece, I said that one of the reasons c-stores have been so successful is because consumers wanted to shop local and support independents. If c-stores become a homogenous collection of faceless delivery platforms, then surely their point of difference is lost?
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Will the platform ultimately decide which store gets to fulfil each order based on certain criteria in the same way Uber gets to allocate rides to drivers? ‘Who owns the relationship with the shopper?’ suddenly becomes quite important… and the concept of ‘dark convenience’ becomes very real: ‘dark kitchens’ are arguably more costly and complex to set up, but this has been achieved relatively easily because long-term profitability is greater than a mixed restaurant/take away model so ‘dark convenience’ would be a walk in the park for entrepreneurs familiar with convenience retailing. Another key consideration is, ironically, convenience. What these platforms are offering is an out of the box solution that enables a retailer to get their products online quickly and in an aesthetically pleasing way. Things like product images will be managed in the app; maintaining a library of pack shots is surprisingly onerous. And how many SKUs should a retailer sell online through a platform? Should it be core grocery / impulse convenience lines? Or foodservice lines? Local demographics will dictate. But what of integration into existing Epos? This seems to vary according to the platform but is an important consideration. If the platform works separately to the store’s tilling system, then the retailer is, in effect, maintaining two product files, two stock and order systems and they will not talk
TOM FENDER
DIGITAL & DATA
We can see why online grocery shopping hasn’t exploded over the last decade like we see in other parts of retail: certain generations of consumers like to shop for groceries in physical stores. to each other. In the early stages of going online, this is probably fine. A retailer can put a small inventory online and orders will be slow enough that stock management can be controlled. But if online engagement grows or the store has high footfall, the retailer cannot control stock “real time” so it is entirely feasible that a store could run out of something, but it is still listed as a live SKU on the app. Equally, if the store serves food-to-go, the kitchen could be handling two systems for orders rather than one ticket-based system. So, what is the alternative? Ironically, as with most commercial opportunities, this is where c-stores are disadvantaged. Because the convenience retail channel is highly fragmented and operates on relatively low margins, it is not the most attractive vertical for IT companies to target. Big ecommerce platforms like Shopify exist but they can make revenues more quickly in verticals like clothes retailing. A quick review of the main Epos providers to the convenience sector suggests that most of them do not have an app that works with their Epos system, so it does not seem to be straightforward for a retailer to extend their existing Epos online. Which means that, now, retailers seem to have very limited choice. Choose one of the existing platforms or fund your own app build. This would suggest that there is a real danger that c-stores are going to be left behind in the online explosion given there are restricted options for how they can get online
effectively. It does also highlight why Amazon has seen such a huge opportunity in the UK grocery sector. At TWC, we think it is vital that the shop/retailer retains the relationship with the shopper. This data is critical. But it is also imperative that the retailer can change platforms within the terms of the contract and not lose customer data in the transition. As data platform providers ourselves, we are passionate about data ownership. For our clients, their data always belongs to them. TWC does not impose exclusivity, instead we aim to build such a great relationship and offer such good service that our clients don’t need to work with anyone else in our space. We would advise that retailers seek the same relationship with a platform vendor. We also believe that convenience retailers need to ensure they are famous for something (or multiple things) in their community. Their offer needs to be compelling. Foodservice trends are not new, but how many c-retailers are fully embracing them? Fresh foods, great service, food-to-go can all help independent c-stores stand out from the crowd. The danger otherwise is that c-stores simply become fulfilment hubs for online platforms. As always, the devil is in the detail, and that detail is found in data. Data is an organisation’s most under-used asset, we often find.
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THE SUN
CASH BACK
Cash bac The Sun entered the cashback arena earlier this year, initially in Scotland, with the launch of a large-scale frictionless scheme that it says benefits consumers and retailers alike.
Q Customers link all of their Visa and Mastercards via the app so they be rewarded for their shopping. Q The app is “completely secure and PCI compliant” and users will never be charged a penny. Q Customers can then shop in-store or online as normal. Q There are no hidden fees or codes to enter. Q The app will notify customers when they’ve earned cashback.
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THE SUN
CASH BACK
ck wallop! Leading news player News UK has further stepped up its focus on leveraging personalised customer data with the launch earlier the year of a new cashback app.
£79.99 on a new pair of outdoor running trainers. On an ongoing basis, shoppers will get £1 back when spending £20 with Holland and Barrett on healthy essentials.
The publisher says Sun Cashback will give users cashback whilst they shop in-store online and help brands understand and influence where, why and how customers shop.
The simple mechanic, says News UK, will also unlock rich customer insights on new, lapsed and previously unknown customers for brands.
In partnership with Airtime Rewards, card link technology will allow shoppers to earn back a percentage of the money they spend at a number of leading brands including Just Eat, Laithwaite’s, Holland & Barrett and Feelunique. Travel giant TUI is also on board, which will help holidaymakers earn while on their future breaks. The scheme has been designed to be frictionless with shoppers having to do no more than download the app and register their Visa and Mastercards. After that, they simply shop as normal and earn cashback from participating retailers. The solution does not require the use of QR codes or codes that must be manually input by shoppers; they simply use their cards as normal and receive automated alerts vis the app when they have received cashback. The Scottish Sun reaches more than 3.4m people, and following market testing of Sun Cashback, 80% of Sun Savers – the Sun’s loyalty scheme which has a user base of more than one million – said they were interested in participating. The level of cashback ranges between different partners – from 2% to 12% for first time shoppers, depending on the brand. New Just Eat customers can expect to earn £4 back when spending £40 on their favourite takeaway, and new MandM Direct customers will get nearly £10 back when spending
The app will also allow partners to deliver offers direct to readers’ smartphones, to re-engage and deliver tailored rewards. Based on rich data from Visa and Mastercard, brands will be able target offers based on whether customers are new, existing or lapsed, and also on their value. Combining targeted offers along with rich analytics capability achieves a holy grail for marketers: demonstrating guaranteed return on investment, and provable incrementality of advertising spend. With High Street shops now re-opened, payment card data will allow partners to understand the impact of their digital advertising on physical retail sales. Richard Bogie, Managing Director at News Scotland said: “This is a truly compelling customer proposition, with no points, coupons or fuss – cash is a far more immediate and flexible benefit. “While many retailers and brands are cutting back the benefits of loyalty scheme memberships, Sun Cashback will offer partners huge scale, flexibility and powerful actionable insights to help them create compelling marketing campaigns across channels. “Our existing insight and scale paired with this powerful technology will help partners deliver the right deals, at the right time, to the right people – and deliver to their bottom line.”
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HENDERSON TECHNOLOGY
EPOS ENABLED TECHNOLOGIES
Future-proofing made easy The world of retail technology has evolved beyond belief in the last year as local retailers have adopted new and exciting solutions - but to get the most out of these new solutions means having the right EPoS system in place, says Henderson Technology.
loyalty and tailored customer loyalty programmes integrated with the EDGEPoS system.
Retail technology has evolved over the last year during the Covid-19 pandemic, and thankfully Henderson Technology were prepared for these changes within the forecourt and convenience sector. EDGEPoS was first deployed over eleven years ago, starting with the core Retail EPOS system in the and swiftly moving to the development of the EDGEPoS Head Office system to allow multisite retailers to control their estate of stores from one central location. Customer and staff loyalty from third party global provider Azpiral was developed during this time, with hundreds of retailers across the United Kingdom now benefiting from staff
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Garry Gibson of Cooper Brothers in Glasgow introduced the Azpiral customer loyalty in late 2020 and hasn’t looked back since. He said, “We wanted a simple way to reward our staff for their loyalty instore. The Azpiral Staff Loyalty scheme is fully integrated into the EDGEPoS system. Each member of staff has their own staff card and by scanning their loyalty card they receive 10% off all grocery purchases and 2pence per litre of fuel. And the full Costa range is supplied at a special discount of £1.50 per cup to each member of staff.” Has it worked? “Absolutely,” says Garry. “We are able to export reports to Excel which gives us the average spend of individual staff members every month, see exactly what they’re buying instore, and tailor offers and rewards to that member of staff. We also run a monthly prize draw where we can upload a spend onto the winner’s loyalty card to spend instore. It has been a great asset to the store and has raised staff morale over this difficult period of COVID-19, where all of the staff have went above and beyond what has been required from them.” Although EDGEPoS continues to develop, with over 140 feature developments added in 2020 alone, recent years have seen huge advances with additional product offerings for all customers across the UK.
HENDERSON TECHNOLOGY
EPOS ENABLED TECHNOLOGIES
Henderson Technology offer many advantages to all retailers choosing the EDGEPoS system: Q
Q Q Q Q Q Q Q
No upfront cost – hardware, software, and installation and support all included in a 60 month rental agreement 24/7/365 software support On site hardware maintenance with full SLAs All installation services through Celestra Full staff training for go-live Unlimited remote training Integrated EFT (as required) including links to BP, Texaco and other key fuel providers All Software upgrades for duration of the contract
In a major innovation, EDGEPoS Self-Checkout was launched in late 2018. Darren Nickels, Retail Technology Operations Director, said “We were looking for a cost effective way to offer Self-Checkouts into the convenience and forecourt sector that wasn’t intrusive on floor space, and didn’t require additional man hours on the shop floor to supervise. And of course, cost was a huge factor as the traditional offerings were expensive upfront and had an annual maintenance charge which was more expensive than our retailers wanted to pay.” The solution was EDGEPoS Self-Checkout. Q Q Q Q Q Q
Now live in over 170 stores across NI, Scotland, England and Wales Cost effective solution designed for convenience and forecourt retailers Simple addition to one of more of your existing EDGEPoS checkout lanes No additional floor space requirements Fully integrated with BP, Texaco, Gulf, JET, and independent fuel brands Over 100,000 customer transactions via EDGEPoS Self-Checkout on a weekly basis
Dale Beckett, co-owner of SPAR Loughbrickland County Down said, “Reacting to the trends of our shoppers, we saw the advantages immediately of adding Self-Checkout to one of our tills. For our rush of school children who mainly pay by Apple Watch or Smart Phone, Self-Checkout has eliminated the queues onsite at this time.” “Our customers still have the option of being served by a cashier, so we are able to provide both experiences to our customers, and EDGEPoS Self-Checkout enhances the unique and modern feel of our busy store.” One of the other technology products that Henderson Technology have developed and deployed are Electronic Shelf Edge Labels (ESELs). Nickels said, “We had been monitoring developments in this arena over recent years and after researching the various solutions available within the market worldwide, we chose SOLU-M as the EDGEPoS ESEL integrated solution.” There are many benefits to installing EDGEPoS ESELs on a site, including: Q Q Q Q Q Q
No upfront cost – spread over 84 months rental agreement Mounting rails and labels provided onsite Update Promotion changeover prices instantly Minimise staff time on the shop floor, focusing on key tasks, and helping social distancing Increased marketing and product messaging at the shelf Eradicate pricing errors
Henderson Technology also offers their Mobile App Kit integration, which includes the award-winning Gander reductions App and also the Appetite Home Delivery, Click & Collect and Hot Food App.
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HENDERSON TECHNOLOGY
EPOS ENABLED TECHNOLOGIES
Gander piloted their reductions App with EDGEPoS retailers in 2019 and now boasts over 80,000 downloads of the App. Gander App allows consumers to browse reduced-to-clear items in real time by list, map or store, with a function to filter by distance, type of food or dietary requirement. Gander App is fully integrated with EDGEPoS and helps all retailers and their shoppers by reducing waste and saving the planet! Home Delivery sales have soared during the COVID-19 pandemic, and Henderson Technology were ready with their integrated Appetite offering, allowing EDGEPoS retailers to offer Home Delivery, Click & Collect and Hot Food to their customers. The App allows pre-order and pre-pay options, and has been a huge success in stores adopting the solution. Appetite will be installed in the first Scottish store this month at Westhill Service Station in Aberdeen.
Appetite home delivery app in a nutshell Q Q Q Q Q
Quinn’s SPAR Group, who own two SPAR stores in Cookstown, Co Tyrone in Northern Ireland, has served over 6,000 home deliveries in ten months since setting up the dedicated service for the local community. Martina Kilpatrick, co-owner of Quinn’s Group in Cookstown County Tyrone, began home deliveries in April last year for those living in the area. She said: “We introduced Appetite to our store offer shortly after the initial national lockdown in April 2020. We established this community service during the lockdown for the vulnerable and self-isolating and for those who wanted the local offer they were used to from visiting the Quinn’s Group of stores.”
Q Q Q Q Q
No commission to retailer or shopper Store specific range and pricing, fully integrated with EDGEPoS Live stock availability on App Full store range loading for Home Delivery and Click & Collect Hot Food / Deli Click & Collect options and product builders Workplace Delivery options Corporate ordering facility Grow existing sales and acquire new customers In store order management terminal and printer Online dashboard reporting and maintenance
“From the start our home deliveries quickly grew, peaking at over £21,000 per month. Our delivery service is available from 10am to 10pm Monday – Sunday and we find that the majority of our orders are placed for same day delivery.” The launch of the app in both stores has been a huge success. Martina says approximately 90% of Appetite users are new customers, having never previously visited the stores. “The average basket in Westland Road SPAR is £54, but the Appetite orders range from £30 to £250 per transaction. 85% of orders received are home delivery versus 15% click & collect, with Friday and Saturday being the busiest app order days. “We are providing a unique local and community service to our loyal shoppers and that’s why they keep shopping with us,” she added.
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Darren Nickels said: “Appetite has been adopted by independent EDGEPoS retailers across Northern Ireland. We now have over 1,000 orders being placed every month on Appetite and this continues to grow at a phenomenal rate. The next stage of Appetite is to add Pay at the Pump for fuel forecourts and we are aiming to pilot this in the second half of 2021. Technology is always evolving and we are proud to say that Henderson Technology is always at the forefront of retail technology.”
Give your customers control EDGEPoS Self-Checkout gives retailers more choice to utilise space and staff throughout the store, enhancing the customer shopping experience.
Beat the queues No additional counter or floor space required Reduce overhead costs Satisfy customer demands Increase store productivity Now over 100,000 customer transactions via EDGEPoS Self-Checkout on a weekly basis across the UK
EDGEPoS Self-Checkout works seamlessly with:
Fully integrated with BP, Texaco, JET and other leading fuel brands.
Keep your shelves talking with EDGEPoS ESELs The EDGEPoS Electronic Shelf Edge Label (ESEL) System is a tool used by retailers to display specific product pricing on shelves. Electronic display modules are fixed to the front edge of the retail shelving. Accurate pricing Shelf edge influence Enhance your shopper experience Increase margin instantly Utilise assistant hours in different areas of the store Reduce wrong pricing customer complaints Instant promotion changeovers and price changes
� +44 (0)28 9094 1900
� www.henderson.technology
sales@henderson.technology
@_HendersonTech
SNAPPY SHOPPER
A RETAILER’S GUIDE TO HOME DELIVERY
A retailer’s guide to home delivery Expert advice on setting up and running an efficient, profitable service from leading home delivery experts Snappy Shopper.
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SNAPPY SHOPPER
A RETAILER’S GUIDE TO HOME DELIVERY
Why embrace technology?
your store and the level of business you generate. Additional staffing becomes self-funded from the new business you generate.
It’s important for convenience stores to embrace technology because your customers want it, and all local competitors will be offering it. Customers want to be able to shop online or via app, from the comfort of their home. Developing and maintaining your own solution, which keeps up with latest trends is a time-consuming task when your focus should be on providing the best possible delivery experience. Let someone like Snappy Shopper worry about the digital aspect.
How do I find a driver?
The best way is to advertise in-store and via social media.
How many delivery drivers do I need?
This will depend on the level of business you generate. It’s best to start with one driver to begin with and then scale up your operation gradually as sales increase.
Why home delivery is a game changer
Home delivery is a game changer for convenience because it is the one initiative that will add thousands of pounds to a store’s weekly turnover and will enable you to tap into a customer base beyond your physical catchment area.
Why consumers want it
It’s ultra-convenient and consumers have got used to ordering online during lockdown. There is no need for them to get out in the pouring rain or carry heavy bags of shopping back to the home.
Why it is easy to implement
It is easy to implement providing you select the right provider. At Snappy Shopper we provide stores with a huge amount of support. Retailers can learn best practice from hundreds of like-minded retailers. The technology is simple to implement and you get a driver app to help them too.
How to do it
You don’t necessarily need a new vehicle and a van is not essential. Snappy Shopper can help brand your car to advertise your service or provide magnetic signs which can be applied when delivering and removed when you go home at night. Some retailers add vans as the business grows. You can make significant additional revenue from the delivery aspect when you reach higher volumes.
Do I use store staff to make deliveries?
You can use store staff to do the deliveries if you can organise the rota in such a way. The good thing about using existing staff is that they already know some of the customers. It is worth employing dedicated resource though as they will become faster, more efficient and can be motivated to achieve a predetermined level of service.
How much time will it take up?
You do need to invest some time to make this work but with an average basket spend of £27 and a substantial increase in turnover, it is time well spent.
Choose a delivery partner who will support you with onboarding support, a dedicated account manager and a sales ramp up programme with local marketing support as well as a strong national marketing programme.
How far do I need to travel?
What do I need to set it up?
In order to set it up in-store assign a member of staff to assemble the orders, someone to deliver and time to maintain your range to keep it fresh and up-to-date. Snappy Shopper provides stores with a comprehensive POS kit, a terminal to capture orders and a web-based dashboard which enables you to manage your offer and keep track of your performance.
How many members of staff do I need to look after it? That depends very much on the way you operate
Do I buy a van?
We recommend a two mile delivery zone or 10 minute drive time. It’s the best way to ensure that you can assemble and deliver an order in less than an hour. Speed is of the essence.
How do I work out a delivery charge?
We would recommend a delivery charge of £3 based on research we have carried out. With Snappy Shopper, that delivery charge is yours to keep, once you have paid your driver(s).
How quickly do I need to do the deliveries?
The faster the better, as this is what really appeals to
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SNAPPY SHOPPER
A RETAILER’S GUIDE TO HOME DELIVERY
shoppers but certainly within the hour. Our best retailers have got it just right and a significant proportion of deliveries take place in less than 30 minutes. That’s why the Snappy Shopper proposition states “delivery from as little as 30 minutes”.
Is staff training important?
How does it work?
How many orders can I expect in a week?
Orders are captured via website or an app available from the Google Play and App stores. The platform transfers those orders to a terminal located in the store and once staff assemble the order it is delivered to shoppers. The driver has their own app which includes age verification. Shoppers get notified when the driver is on his way.
How does the ordering work?
Shoppers enter their postcode to find their nearest store, shop a menu of products by category, get to the checkout and pay with the card, either as a registered user or as a guest. Some stores offer cash as a payment method. It’s as simple as that.
How do I know what to pick?
The terminal produces a printout of the order which is used as a picking list and then attached to the order.
What support do I get from my delivery partner?
The best partner should support you from the moment you sign the contract, from onboarding and account management to customer service and marketing. The latter is really important as it will make the difference between a fast sales ramp up or months of trying hard to generate sales. Snappy Shopper works in partnership with retailers on all these areas.
Will it affect my in-store sales?
It will have a positive effect on in-store sales. At the start of 2021 the top 10 Snappy Shopper retailers have been generating over £17,000 per week in delivered turnover. Snappy Shopper’s top retailer has achieved £1.25m of home delivery sales over the past year.
How much does it cost?
It varies between the providers. It is important to understand each offer but you are going to need support so make sure that you compare the levels of service provided.
Not if the tech which you adopt is intuitive and reliable. What’s important in a delivery service is the same as in-store. Efficiency, speed, control and sound customer service practices.
You could have as many as 200 orders a week but the average is around 80 orders a week.
What do customers order?
It varies on the time of day and day of the week but you should expect to sell a whole range of products from simple top-up (bread and milk) to meal solutions, gifts, alcohol and tobacco. Many stores also sell hot foods and drinks via the app.
Do I need to bring in extra stock?
You will need to adjust your stock levels to cater for demand but orders are not limited to a small number of products so the pressure on stock should be manageable.
How do I make sure the prices are the same on-line and in my store?
You should have full control over your pricing so it is up to you to make sure that you maintain parity between your store pricing and delivered pricing. It is really important to provide value on the platform as it will drive basket spend and encourage shoppers to place an order.
What will customers think?
Customers will love the fact that they have a choice between going to the store and being able to get their favourite products delivered. Check out the reviews on the app store for the various providers and you will see that feedback is overwhelmingly positive. Snappy Shopper has an average review score of 4.8 on the App and Play stores.
Does it matter if all stores in my area are offering home delivery? If all stores in your area are delivering, then you are losing out. We recommend that you get in on the act quickly. The greater the choice, the greater the customer base for you to tap into. You just need to make sure your service is competitive.
What’s my USP?
Whatever makes you stand out from the competition.
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SNAPPY SHOPPER
A RETAILER’S GUIDE TO HOME DELIVERY
It could be the size of your range, your pricing, special offers, bundle deals, seasonal products and the allimportant speed and efficiency of service.
a connection between their EPoS and the delivery platform.
What can I expect to earn?
It depends on your volume of sales but your cash profit per transaction will be significantly higher than you would get in the store.
It might do so but that will only become apparent with time. As deliveries form an increasing part of the sales mix in your business, you will find a balance between both sides.
How do I scale it up?
What are the benefits of home delivery?
Will the tech change how I run my store?
It is best to start with a restricted delivery zone and build trade on the back of excellent service, gradually increasing the size of the delivery area and keeping an eye on service KPIs. Once those come under pressure, it’s time to recruit another driver or review your operations. It’s very similar to running a bricks and mortar store.
How do I integrate it with my EPoS?
Snappy Shopper works particularly well for retailers, with and without EPoS integration. It is worth bearing in mind that EPoS integration is still not available from all providers. As delivery platforms become more established, it is expected that integration will become the norm but don’t let that put you off. There are many stores already providing a delivery service without
There are many benefits to home delivery: increased sales and profit, increased customer loyalty, the ability to reach hundreds of new customers, extending your catchment area and more.
What challenges are there?
It takes dedication and effort to build a delivery service and focusing on delivery performance and customer satisfaction is essential. However, the financial rewards are commensurate to the level of effort.
What’s the most important tech for me to have to make it work?
You will need an app which is reliable, easy to use and constantly updated by your provider to comply with the iOS and Android specifications which evolve all the
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SNAPPY SHOPPER
A RETAILER’S GUIDE TO HOME DELIVERY
time. Your provider should also ensure that orders can be processed via the web as some shoppers prefer to interact with a website to sample a service before downloading an app.
marketing programme. Snappy Shopper provides all of this.
What shopping trends are there? Are customers spending more on home delivery than instore?
It is important to have a good relationship with your provider. They know what works best and will help you reach your potential quickly.
Some shoppers will have completely avoided shops during the pandemic and will have got used to getting their shopping delivered. The most observed trend, however, is an evolution towards omni-channel shopping which sees shoppers choosing a different method depending on what time and what day it is. Snappy Shopper customers spend on average £27.74 online in comparison to £7.60 walking into your stores.
Is home delivery the future of convenience?
It’s most definitely part of its future success. People will still be visiting stores in years to come but they will demand to choose the way they shop.
Is it important to have a strong relationship with your provider?
Will my provider help me with marketing and advertising?
Some of them do and that can really make the difference between success and failure. Awareness of convenience store delivery services is still quite low. You need provider who can help you market your offer and work with you to acquire and retain shoppers.
How do I promote the service on social media?
The best providers will give you advice to enable you to make the most of social media advertising and will provide content for you to advertise your offer.
How do I ensure I’m investing in the right solution for my store?
You need to choose the provider who gives you the best all round service. There are many apps out there but you will need support in the form of onboarding, a dedicated account manager, and a sales ramp up programme with local marketing support as well as a strong national
About Snappy Shopper Snappy Shopper is a tried and tested home delivery platform, tailored for the convenience store sector, with a track record of strong results. We support online ordering from over 700 stores across the UK, from independent retailers to regional Co-ops, SPAR, Nisa and Premier. Each of our top 10 stores achieved an average of £17,600 delivered sales per week in January, and, in a 12 month period, our top retailer generated £1.25 million. Our basket spend is more than 3.5 times higher than the in-store convenience average. Visit retailers.snappyshopper.co.uk to find out more.
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£1.25M
sales generated by our top retailer in 12 months 1
£17.6K
av. weekly delivered sales from top 10 stores 2
£27.46
average basket spend v. £7.60 industry average 3
Join the convenience store revolution Over 700 stores are reaching thousands of new shoppers with our tried and tested platform
Fully supported onboarding, sales ramp up and dedicated Account Manager to help you succeed Call: 0333 900 1250 Email: contact@snappyshopper.co.uk web: retailers.snappyshopper.co.uk
(1) 2 Months to 31st January 2021 (2) Av. sales Jan & Feb 2021 (3) Sources: Lumina UK Convenience Market Report 2020 | Sales as of February 2021
MHOUSE
EPOS FOR PROFIT
MPOS: the solution that delivers extra profit As one of the UK’s leading Epos suppliers, Motherwell-based Mhouse Solutions is focused exclusively on saving cost, driving efficiency and adding profit for local retailers. Epos systems have been nothing short of a revolution in the retail space. Businesses like grocery and convenience stores are equipping themselves with a technology that reduces their dependence on labour while simultaneously saving cost and boosting efficiency. With the rapid pace of technological advancement, a plethora of opportunities have introduced themselves and appeared in the realms of retail. With integrated credit card systems, loyalty apps, cloud technology, delivery partners, and even CCTVs playing a part in optimizing your stores, it can become a daunting task to individually maneuver through the vast sea of potential feasibility. As a solution that merits its value, and Epos system can help you with just that. A system that manages the operations of your store should have the capacity to allow other tools to operate as additional limbs. This would create a singular system where you have the ability to control all the additional features and technological integrations you might wish to introduce to your
premises, and your Epos system is the key to the kingdom as it is a technology that complements all else. We as a dynamic company aim to work with the most pragmatic, efficient, and value-driven technologies that are out on offer. With feedback from our customers in mind, we are always developing and creating room for more integrations. After all, our mantra is to make your life easier and help you make that extra profit. As a retailer, the bank account will always remain as the bottom line. Regardless of how efficient a new method or gimmick may be. The relevance is established through the impact it has on the numbers. MPOS was created while keeping that model in mind, as a bespoke system created ‘For retailers, by retailers’. With our personal experience in the retail space that aggregates beyond 30 years, we established the formula and perfected the recipe. Now, we have eliminated the redundancies and added features to help you optimise your stores. After all, we’re all for making you comfortable, and with a heavier wallet.
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Helping you to make an extra 3% Gross Profit Ease of use
Simple to use touch screen till software
Backoffice admin software
Cigarette Gantry integration
Indepth reporting and analysis
Touch screen handheld device to control the shop from the shopfloor
Supplier Data links with all major Wholesalers
Credit Card integration
Weekly health check reports to guide you to improve your sales and margin.
Access to background database with over 100,000 products
Benefits of MPos ✓ Built around a retailer, not a computer user ✓ Simple to use till, powerful admin tools ✓ Built from retailers perspective ✓ Reduces labour by downloading products, price changes, invoices and promotions
✓ Reduces labour by allowing one click order generation and one click invoice downloads - easily shave off 10 hours of work per store
✓ Increased control on stock; all stock deliveries downloaded and all stock adjustments emailed to the owner; NO stock is unaccounted for
✓ Emails store performance to the user with real actionable data once a week rather than stats heavy reports that overwhelm the user
✓ Based in Scotland with excellent support and training program
✓ Easy to use Hand Held terminal to control the store from shop floor ✓ Integration with Credit Card terminals, Zapper, Cigarette Gantry, Loyalty Schemes and more ✓ Developed and supported by people that know the retail trade
So How much Could our System make for you? We can demonstrate a 3% uplift in Gross Profit in using our system.
£5,000 £10,000 £15,000 £20,000 £25,000
£7,800 Current Weekly Turnover Extra profit per annum
£15,600 £23,400 £31,200 £39,000
Even a Single Lane system can more than pay for itself in the first 4 months!
MHouse, 349 Shields Road, Motherwell, ML1 2LD
Tel: 0800 242 5360 email sales@mhousesolutions.com
TOMRA COLLECTION SOLUTIONS UK
SUSTAINABILITY
Five ways to make your RVM work harder for you In the not too distant future, Reverse Vending Machines (RVMs) will be the latest bit of musthave tech for retailers to help them navigate the Deposit Return Scheme (DRS), but RVMs can be much more than just functional collection tools, as TOMRA MD Truls Haug explains. Very few in-store tech solutions have become so indispensable that they are now pretty much standard issue in convenience retailing – EPoS systems along with Lottery and PayPoint terminals are among the obvious examples – but the latest bit of in-store tech that is set to find its way into local retailing is the Reverse Vending Machine (RVM). With Scotland’s Deposit Return Scheme on the horizon, RVMs will begin popping up in and around stores throughout Scotland to help retailers streamline the collection of the millions of cans and bottles that will find their way back to stores once DRS is live. While an RVM’s primary use is, of course, to help retailers collect and count containers, as well as prevent fraud, there are ways that retailers can use RVMs to maximise benefits to the store. Truls Haug, Managing Director of TOMRA Collection Solutions UK, explores five ways to make your RVM work harder for you and your customers.
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Let’s create a great recycling experience. LY EVER YM BAL O L I G
1M IL
E PURCHASE AR D ES
Get in touch to find out more: tcs.uk@tomra.com
TE NU
PLASTIC BOT TL ON LI
The deposit return scheme (DRS) is due to come to Scotland in July 2022. Make it easy with TOMRA, the global leader in reverse vending technology.
Source: Global Packaging Trends Report by Euromonitor International (2017)
TOMRA COLLECTION SOLUTIONS UK
SUSTAINABILITY
1 Make it visual
The outside panels of the RVM can be used for messages and/or adverts, which are often achieved either by vinyl wrapping or magnetic panels. As many new customers may not have used an RVM before, we recommend that retailers reserve at least the front-facing panels for essential information. This could be information on the type of containers that it will accept and instructions on how to use the machine. Any remaining space, often on the sides, can be used for other messaging. This could be your own in-store advertising for offers and events, or could even be rented out to local companies, bringing in extra revenue. There is also the option of utilising the RVM’s screen for similar messaging or even video content which can be regularly updated.
2 Get your community talking
Instead of redeeming their deposit for a voucher, customers can be given the opportunity to donate their refunds to charity. Retailers can select one local charity, or even multiple organisations to give their customers a choice. By supporting causes close to the hearts of local residents, retailers can benefit from creating a strong sense of community around their store.
3 Create a great recycling experience
By making the most of data collected by your RVM, TOMRA can work with you to provide valuable insights about your customers’ habits. This could include: when your busiest days and times are; how many deposits have been donated to each charity; and the number of containers that are typically returned in each transaction. These insights can help you to continually improve customers’ experiences in your store, such as ensuring high availability of the machine by emptying the bin ahead of busier times.
4 Don’t miss out on digital-savvy consumers
Tech-savvy consumers make up an ever-growing percentage of shoppers these days. They can be attracted in bigger and more regular numbers to your store by creating a seamless digital experience. Solutions such as paperless transactions, flexible payout methods and personalised apps such as the exclusive ‘myTOMRA’ platform make the whole experience much more convenient and simpler to use.
5 Make the most of remote notifications
Using TOMRA’s Notify+Assist app you can receive instant remote notifications, such as when the bin is full or the door is open. This means that you can focus on running your store and the app will tell you when the machine needs attention. Notify+Assist can also give automated help to store staff operating the machine with quick instructions so that they can get back to serving customers. All of this ensures that your RVM runs smoothly and helps to create a seamless experience for your customers.
To find out more, visit tomra.com/uk or email tcs.uk@tomra.com
WWW.SLRMAG.CO.UK
We have all the tools available
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GULF RETAIL
FORECOURT TECH
Gulf adds more Oomph to digital loyalty platform Major brands including M&S, Pizza Express, Halfords and Expedia have now been added to Gulf Retail’s forecourt loyalty platform, Oomph. As grass roots organisations and local charities struggle for funding during the pandemic, Oomph is helping to provide a welcome boost to many such organisations across Scotland and beyond. Thanks to the collective efforts of staff and customers at participating Gulf forecourts, recent beneficiaries have included Coatbridge Thistle FC and The Leap Project in Cambuslang. Coatbridge Thistle FC (pictured) received a cheque for £1,000 to help the community operation provide free football training for children of all ages. Rob Maclaren, Club President, says: “With the kids returning after a year away, financial assistance is more helpful than ever. It will now not only help us to pay for safe training facilities but also provide the children with essential training aids like new bibs, balls, cones and props. We are a family-run club that likes to put as much money as we can into the children without parents worrying about the costs.” Yet more major brands including M&S, Pizza Express, Halfords and Expedia now feature in Gulf Retail’s forecourt loyalty platform, Oomph, with discount offers, E-code savings and cash back available in-store and online across a huge range of big-name retailers. In addition, participating customers can now enjoy free online educational courses across a wide variety of subjects along with POWR, an evidence based digital wellbeing tool that promotes health, reduces stress and improves contentment.
It’s the latest addition to Gulf’s awardwinning loyalty scheme and demonstrates its versatility to reflect the changing behaviour patterns of UK consumers as Gerry Welsh, Retail Marketing Manager, Certas Energy explains: “Participation in Oomph by Gulf retailers and their customers is increasing exponentially, and our latest add-ons strengthen an already powerful offering. Lockdown has had a profound effect on us all in so many ways including our desire to achieve a better work life balance. This latest initiative puts health, well-being and the adult population’s newly-found zest for learning and retraining quite literally at their fingertips.” Utilising latest technologies to drive new business and strengthen customer loyalty, Gulf says Oomph is now the market leader for remote customer retention and the number one promotional tool for forecourts up and down the country. It provides dealers with the tools to delve deep into the shopping basket of a customer and respond accordingly with dedicated offers and calls to action. For consumers it means savings on fuel and shop purchase, big ticket monthly prizes, major-brand discounts and an option to ‘donate’ points to local charities and grass root organisations.
WWW.SLRMAG.CO.UK
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Security, operational efficiency and business development within your store.
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The EDGEPoS Electronic Shelf Edge Label (ESEL) System is a tool used by retailers to display specific product pricing on shelves. Electronic display modules are fixed to the front edge of the retail shelving. Accurate pricing Shelf edge influence Enhance your shopper experience Increase margin instantly Utilise assistant hours in different areas of the store Reduce wrong pricing customer complaints Instant promotion changeovers and price changes
Speak with an EPOS expert at henderson.technology/esels
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