Retail Times Q1 2025

This Issue ALL THE WINNERS FROM THIS YEAR’S AIB MERCHANT SERVICES RETAIL EXCELLENCE AWARDS

GUINNESS STOREHOUSE Leading the way in innovation

RYAN’S PHARMACY Service beyond the counter

ARBORETUM Reaching new heights in sustainability

Partnering for Success:

Seamless Payments and EPOS Excellence

Why Choose AIB Merchant Services and Positive Retail?

→ Stable Clover Integration: The most reliable integration Positive Retail has completed.

→ Quick Setup: Praised for speed, ease, and personal support.

→ Professional Service: Recognised for excellence from setup to aftersales.

→ Fast Payments: Next working day gross settlement.

→ Exceptional Support: Superior communication and follow-up.

Louise Lally from Louise Lally Training Academy

Both teams, AIB Merchant Services and Positive Retail put customers at the heart of everything they do. I haven’t come across a group of people in a very long time that are as authentic and genuinely care as much as they do. I have dealt with many companies through the years with Epos systems for Retailers. The level of service the team offer is not like any other on offer and the support is outstanding. Just have a conversation with them yourself to see.

20 KEANS ON ITS BOLD NEW EXPANSION 21 TRADITIONAL APPROACH: BEATTY’S OF LOUGHREA

Micheal Shiel Jr. on preserving tradition while embracing modern retail

22

BEYOND THE COUNTER: RYAN’S PHARMACY

A journey of expansion and dedication to community care

23

ROARING SUCCESS: MAXI ZOO IN GALWAY

Celebrating a milestone with the opening of their 34th store

24

ELECTROCITY: REVAMPED FOR EXCELLENCE

A closer look at ElectroCity’s flagship Kilkenny store transformation

28

AWARD-WINNING HEIGHTS OF SUSTAINABILITY

Arboretum’s commitment to sustainability earned it the title Sustainable Retailer of the Year 2024

15 QUICKFIRE

A Digital Managers’ tricks of the trade in the online retail sector

16 RETAIL INNOVATORS

How the National Store of the Year 2023 winners, Guinness Storehouse, continue to set benchmarks in their offering

19 THE FUTURE OF IRISH RETAIL

Artificial intelligence (AI) is at the forefront of a shift in the retail landscape

25 DRIVING BUSINESS SUSTAINABILITY

SEAI’s Energy Upgrades Scheme supports Irish businesses in achieving climate goals

26 E-COMMERCE INSIGHTS

The winners of the AIB Merchant Services E-Commerce Awards highlight excellence in digital innovation

30 SUPPLIER SPOTLIGHT: GLORY On being crowned Supplier of the Year

Welcome

Dear Retail Excellence Members,

As we begin to navigate the first quarter of 2025, the retail landscape continues to present both opportunities and challenges for our sector. The recent AIB card spend report reveals a nuanced picture – while overall retail spend increased by 2.3%, this growth hasn’t been uniform across all sectors. The garden industry flourished thanks to autumn’s mild weather, while our fashion and footwear members faced headwinds with slower-than-expected winter stock movement.

The AIB Merchant Services Retail Excellence Awards at the Galmont Hotel showcased the outstanding achievements within our community. A particular highlight was witnessing Diamond Furniture claim the overall award – a testament to Will Diamond and his team’s unwavering commitment to excellence. Their journey exemplifies what makes Retail Excellence membership so valuable: the power of continuous investment, innovation and improvement. Their transformation from an ambitious retailer to an industry leader perfectly demonstrates the possibilities that lie within our network of progressive retailers.

The recent AI in Retail event, hosted in partnership with Google and Enterprise Ireland, opened our eyes to the transformative potential of artificial intelligence in our industry. From streamlining operational tasks like team meeting documentation to enhancing customer service and sales processes, AI’s applications in retail are both immediate and far-reaching. Staying ahead of these technological advances will be crucial for maintaining competitiveness in our evolving marketplace.

As I look back on 2024, I reflect on the tireless work of the REI team in ensuring retail’s voice echoes through the corridors of government. During a period of unprecedented cost increases for businesses— many imposed by government policy—our advocacy has never been more crucial, even if at times frustrating. While Budget 2024 was positioned as a “budget for the people,” it failed to deliver the targeted support our sector desperately needed. One consolation is that the election manifestos prove we have put our sector on the policy agenda.

As we embark on a new year, there will be a renewed focus on gaining further business support with a new-look Government and a new-look cabinet. Our priority is to engage with new ministers, forge strategic alliances and push for policy changes that address the unique challenges faced by the retail industry. It is imperative that we continue to advocate for fairer policies, ensuring that the voices of our members are heard loud and clear. Together, we will strive to create a more favourable business environment, fostering growth and resilience in our sector. Remember, your Retail Excellence membership connects you to a community of forward-thinking retailers who share your ambitions and challenges. Let’s continue to learn from and support one another as we drive Irish retail forward.

Kind Regards,

Fergal Doyle Chairperson of Retail Excellence Ireland

Editor Jennifer McShane

Retail Excellence

Keelan Bourke

Editorial Assistant

Amy McGlynn

Creative Director

Editor

Jane Matthews

Cover Photography Philip Doyle

Leopardstown Office Park, Burton Hall Ave, Sandyford Business Park, Sandyford, Dublin 18

Tel: +353 (0) 65 684 6927

Email: info@retailexcellence.ie Web:www.retailexcellence.ie

rights reserved. Every care has been taken to ensure that the information contained in this magazine is accurate. The publishers cannot, however, accept responsibility for errors or omissions. Reproduction by any means in whole or in part without the permission of the publisher is prohibited. © Ashville Media Group 2024

Retail Excellence meet with Minister McEntee about Retail Crime

Jean McCabe, CEO of Retail Excellence, had a productive meeting with Minister for Justice, Helen McEntee recently. The high levels of shoplifting and verbal abuse of retail team members were highlighted as key concern from Retail Excellence members. The need for more gardai on the streets patrolling and actively maintaining the peace was also highlighted. The Department of Justice are actively reviewing the Defamation Law, in order to enhance a retailer’s position for stop and search procedures.

Launch of Irish Luxury Tailoring Brand BOLDNSUBTLE

This festive season, Irish design takes centre stage with BOLDNSUBTLE, a new luxury tailoring brand by Irish designer Shauna Twamley. Offering timeless style at an accessible price point (€90–€260), BOLDNSUBTLE combines sophistication with practicality. The brand is committed to supporting local talent and craftsmanship, setting a new standard for mid-market luxury.

Policy Update

A New SME Test

Launched by Dept of Business & Enterprise

The Department of Business & Enterprise recently launched the SME Test and Guidelines, which will force new policies and legislation to be considered in the face of SME business owners. It will also force departments to remove and simplify time consuming policies impacted by SME owners.

Maxi Zoo Ireland Earns Prestigious Great Place to Work Certification

Maxi Zoo Ireland has earned the prestigious Great Place to Work® certification, a testament to its commitment to fostering a positive and dynamic work environment. This recognition, awarded by the global authority on workplace culture, is based on comprehensive employee feedback through the Trust Index™ survey, evaluating key factors such as respect, fairness, pride, and camaraderie. Enrico De Luca, Country Manager, emphasised the importance of trust, collaboration, and employee well-being, saying, “We are thrilled to receive this recognition from Great Place to Work®. It affirms the values we strive to uphold daily — fostering a workplace culture built on trust, collaboration, and employee well-being. Our people are at the heart of our success, and we remain dedicated to ensuring that Maxi Zoo Ireland continues to be a place where employees can grow, innovate, and thrive.”

Harvey Norman Opens First Store in England

Australian retail giant Harvey Norman opened its first store in England as it ramps up its UK expansion. The home and electricals retailer, which already has two branches in Northern Ireland, has taken over the 57,000sq ft former Debenhams unit at Merry Hill Shopping Centre in Dudley.

Upgrades & Openings ... Online Updates

Amazon Developing Driver Eyeglasses to Shave Seconds Off Deliveries

Amazon is reportedly developing smart eyeglasses for its delivery drivers to guide them to, around and within buildings, as it tries to smooth the final stretch of an order’s journey to a customer’s home. If successful, the glasses would provide drivers with turn-by-turn navigation on a small, embedded screen, along their routes and at each stop, according to sources who spoke to Reuters on condition of anonymity – the project is not yet public.

Temu Faces EU Action Over Alleged Illegal Products

The EU has launched action against marketplace giant Temu over fears it is failing to stop the sale of illegal goods. A formal investigation has been launched with the European Commission, with the governing body claiming it had numerous concerns Temu was breaching the new Digital Services Act (DSA). One concern raised was that the etailer, which was hit with legal action over alleged “manipulative practices” in May, did not have sufficiently robust systems to prevent “previously suspended rogue traders” reappearing on the platform, with some goods returning within days of being taken down.

1  Milestone Marked for Limerick’s €80m Opera Square Development

One Opera Square, a 106,000-square-foot office development in the heart of Limerick, has officially reached its “topping out” milestone, meaning that structural works have been completed. The project will be an employment hub for 1,000 people and it will be the first commercial building in the Mid-West to achieve this level of sustainable design accreditation. It will be an international model for ‘impact investing.’ When completed in April 2025, the building will comprise over 106,000sq. ft office space over 5 floors with a capacity of 1000 employees. It will also hold 3 restaurant/retail units at the ground floor level. The wider Opera Square Area will include a world class civic plaza, a new city library, a hotel and apartments with retail and restaurant units at ground floor level.

2  Wexford

County Council

give Green Light for 24-hour pharmacy in New Ross

A 24-hour pharmacy and medical centre has been given the green light for New Ross. This is expected to benefit the town massively in the respect of medical care being more accessible to the community, particularly at weekends. Wexford County Council confirmed that the planning permission had been granted, with conditions, for the new development, which is in Unit 5, Portersland, New Ross. This will add to the variety of stores in the area as the pharmacy will be based among the likes of Tesco, coffee shops, car sales, comparison homeware store and a furniture store.

3  New shops for Grafton Street: Mango, Kiko Milano and Alo Yoga

There is much excitement over the appearance at 62-63 Grafton Street of high-end yoga apparel retailer Alo Yoga, a favourite of celebrities. Also readying a new Grafton Street shop is Spanish womenswear brand Mango, which continues its expansion plans in Ireland. The former Ted Baker outlet is a high-profile opportunity, which reportedly has already received five firm offers from international clients.  The pipeline of international investment is looking strong, with Swiss watch retailer Swatch having recently opened on Grafton Street. This is close to other new investors, which include US athletic footwear chain New Balance. Italian make-up store Kiko Milano just opened on Henry Street for its first shop in the Republic. It is understood a second Kiko Milano store on Grafton Street will open early next year, in the unit formerly occupied by Claire’s.

Foot Locker’s Insurance Costs Soared in year of Dublin Riots

The insurance bill for the Irish arm of Foot Locker – one of the well-known global retail brands that suffered looting from rioters in the November 2023 Dublin riots – increased almost fivefold to €216,563.

OF

EXCELLENCE A NIGHT

The AIB Merchant Services Retail Excellence Ireland Awards 2024 showcased the innovation, creativity, and excellence driving the Irish retail sector. Across 21 categories, the awards recognised the most outstanding retailers in the country. Matthew Brown, Retail Futurist at Echochamber, assessed this year’s entrants, highlighting their passion, adaptability, and innovation. “The awards process is a celebration of businesses continually improving their offer to create richer customer experiences,” he said. Jean McCabe, CEO of Retail Excellence Ireland, expressed delight in announcing the AIB Merchant Services Retail Excellence Ireland Awards 2024 winners. “The judging panel has been so impressed by the high standard of retailers across the country, and it was extraordinarily difficult to whittle our shortlists down to just ten winners,” she said. She emphasised the significance of the awards, calling it, “a marquee event in the Irish retail calendar” and an opportunity to honour the industry’s finest. While acknowledging the current challenges, she added: “We are experiencing a tsunami of increased business costs at present, but the drive and ambition of retailers across Ireland ensure we can look forward to 2025 with renewed optimism.” Hubert O’Donoghue, General Manager of AIB Merchant Services, also praised the winners. “AIB Merchant Services is delighted to sponsor the 2024 Retail Excellence Ireland Awards, marking our ninth year celebrating the exceptional achievements of Ireland’s retail community,” he said. “We would like to take this opportunity to congratulate all the finalists and winners of this year’s awards, who continuously strive to deliver exceptional customer experiences.”

2024 WINNERS

Supplier of the Year

Glory Ireland

Rising Star of the Year

Amy Cannon, Allcare Pharmacy

Unsung Hero of the Year

Maria Driscoll, ECCO

Manager of the Year

Jide Adio, Skechers

E-commerce Team of the Year

McCabes Pharmacy

Small Online Retailer of the Year

Cogs Toys and Games

Medium Online Retailer of the Year

Chupi

Large Online Retailer of the Year

EZ Living Interiors

Sustainable Retailer of the Year

Arboretum Home & Garden

Independent Store of the Year

Windyridge Nurseries & Garden Centre

DIY Store of the Year

Topline Murtaghs, Ashbourne

Supermarket of the Year

Garvey’s SuperValu, Listowel

Food Store of the Year

Barnhill Stores

Café of the Year

Butlers Chocolate Café, Blanchardstown

Pharmacy of the Year

McCabes Pharmacy, Citywest

Gift Store of the Year

Carroll’s Irish Gifts, College Green

Fashion Store of the Year

Carraig Donn, Athlone

Electronic & Tech Store of the Year

Sky Retail, Dundrum

Jewellery Store of the Year

Stonechat Jewellers

Furniture Store of the Year

Diamond Furniture

National Retailer of the Year

Diamond Furniture

National Retailer of the Year 2024 DIAMOND FURNITURE

Diamond Furniture has continually transformed its offering under the guidance of Will Diamond, creating a boutique-style retail destination. This year’s changes included black cladding, striped awnings, floral hydrangeas, and interior upgrades such as a tiled black ceiling and real wood panelling that perfectly complement the furniture range. “The atrium feels like a boutique hotel, with floral art installations, fireplaces, and sophisticated design,” Matthew said. “Diamond Furniture excels at storytelling, both physically and digitally, such as showing videos of the manufacturing process.” He also praised the addition of Will’s Bar and the Fabric and Interiors Lab, which blend hospitality and design to enhance the overall customer experience.

Tech Store of the Year 2024

SKY DUNDRUM

Sky Retail’s Dundrum store offers a blend of stylish design and interactive experiences. Home-themed demo rooms allow customers to explore products in real-life settings, while digital screen pillars bring content to life. “This store is a study in curated storytelling and customisation,” Matthew added. He praised the use of retail theatre to create an engaging and immersive shopping journey.

Jewellery Store of the Year 2024

STONECHAT JEWELLERS

Stonechat Jewellers combines traditional craftsmanship with modern innovation. A new workshop lets customers watch jewellery being made, while iPads provide storytelling for each product.

“The consultation area has a hospitality feel while maintaining sleek professionalism,” noted Matthew. He praised the enhanced merchandising and creative use of space, saying it reflects the brand’s dedication to evolving its offering.

Fashion Store of the Year 2024

CARRAIG DONN

The Athlone branch of Carraig Donn delivers a sophisticated shopping experience, combining stunning seasonal displays with personal touches. Matthew highlighted the contemporary interior design, saying, “The wooden ceiling raft and stylish fitting rooms elevate the store, adding a touch of luxury.” The role of Mary, the colour consultant, also impressed him. “Her bespoke advice creates a sense of intimacy and care, setting Carraig Donn apart as a leader in fashion retail,” he added.

Gift Store of the Year 2024

CARROLLS IRISH GIFTS

The new Carrolls Irish Gifts flagship store at College Green transforms gifting into an immersive cultural experience. A giant tree, crafted by a Limerick artist, greets visitors at the entrance, while Irish phone box fitting rooms add a playful touch. Matthew Brown highlighted the Dublin exhibition, saying, “It’s a fantastic feature, with cultural figures and interactive slang translations. Carrolls has created a store that celebrates Irish heritage while offering a contemporary retail experience.”

Food Store of the Year 2024 BARNHILL STORES

Barnhill Stores in Dalkey redefines convenience retail by blending local produce and artisan brands with exceptional visual merchandising. Matthew called it, “a jewel box journey of food discovery,” noting the transformation from a Centra to a curated premium experience. Standout features include stylish LED lighting, seasonal shopfronts, and a newly added juice bar, which elevate the store beyond expectations. “Barnhill Stores demonstrates how even a small format can create a world-class retail experience by focusing on quality, design, and attention to detail,” he added.

Pharmacy of the Year 2024 MCCABES PHARMACY

At McCabes Pharmacy in Dublin Citywest, cuttingedge technology meets patient-focused care. A robot-enabled dispenser streamlines operations, while QR codes allow customers to book appointments with ease. Matthew described the store as, “stylish and sophisticated, with a strong focus on wellness at every stage of life.” He also commended the destination beauty section and gifting options, which enhance the pharmacy’s reputation as a hub for both health and lifestyle products.

Supermarket of the Year 2024

GARVEY’S SUPERVALU LISTOWEL

Garvey’s SuperValu in Listowel is a shining example of community-focused supermarket retailing. Vibrant fresh food displays packed with abundance are complemented by creative props and merchandising. Matthew Brown said, “The interior design is stunning, and the store is brought to life by long-serving, friendly staff who make the customer experience truly exceptional.” The café also stands out, hosting free community events and adding to the welcoming atmosphere. “Garvey’s demonstrates how a supermarket can combine operational excellence with a genuine connection to the community,” he noted. gorgeous town.”

Café of the Year 2024 BUTLERS CAFÉ

Blanchardstown’s Butlers Chocolate Café blends retail and hospitality in a setting designed to delight customers. From a Drumshanbo Gin collaboration to a unique chocolate library, every aspect feels carefully considered. “The café creates a gorgeous hospitality hub while keeping chocolate as the star of the show,” he explained. Seasonal displays and retail integration make it a standout example of how to merge dining with retail.”

DIY & Garden Centre of the Year 2024

TOPLINE MURTAGH’S

Topline Murtagh’s in Ashbourne proves that DIY retail can be innovative and engaging. Seasonal displays, like a charming leaf blower theme, catch the eye, while the curated paint and design zone provides expert advice and stylish displays.

“Their use of brand storytelling and clever tips for household tasks makes this a unique DIY retail experience,” Matthew continued. He noted how the store balances practical solutions with creative merchandising to inspire customers.

We ask the managers of Tirlán Fethard and Three Store Athlone what makes them tick in and out of a retail setting

TOMMIE CAMPBELL, BRANCH MANAGER, TIRLÁN FETHARD

I have worked in retail management for over 30 years. I managed a multibranch veterinary practice based in Cahir, Co Tipperary, before I arrived in Tirlán Fethard in the spring of 2022.

What is your favourite retail store and why? After my own, I like Eason’s as I enjoy reading books, so browsing the bookshelves and looking for the next page-turner is always appealing. Eason’s always has a pleasant atmosphere and a nice, organised layout that still encourages the discovery of hidden gems.

What was your last purchase? The book Day One by Abigail Dean is the most recent purchase. Where the Crawdads Sing by Delia Owens is another incredible pick I read earlier this year.

What is one thing you were involved in that had a positive effect on your business? We fully revamped our shop to make it more appealing to a

broader customer base – this included reviewing the product range, signage, till area locations, garden centre and customer ow. It was vital that we also looked after our core agri customer. Expanding our product range to include a dedicated external Farm Equipment area has increased footfall and has had a hugely positive e ect on overall sales.

How do you achieve a work-life balance? Interests outside work are so important. It is always essential to have something to look forward to in life, be that an Oasis concert in the summer of 2025, a sporting occasion at the weekend, or a social night out. I have a keen interest in sports, especially GAA. Being from Mayo means that following the Mayo journey for Sam is an alternative stress!

What was your last favourite holiday? I travelled to New York with my wife Patty last October to visit my son Alan, who works there. Alan crafted an itinerary for the week where we experienced many sights and sounds of the Big Apple. An Ice Hockey game in Madison Square Garden was among the many highlights. Highly recommended.

What is the greatest challenge currently facing your business?

Balancing productivity with ecofriendly practices is a signi cant challenge – and opportunity – for my farming customers. In the short term, there can be increased operational costs, impacting their pro tability and thus, their capacity to spend more in my business. In my shop, we must be active in the market to maintain our relevance and sales gures. We, therefore, will need to work closely with our customers to help them reach those targets by providing expertise and stocking appropriate inputs that will maximise production while being environmentally friendly.

What is your greatest retail achievement? There is little doubt, but being shortlisted for Retail Manager of the Year with Retail Excellence Ireland is a signi cant achievement. It is a huge honour, and I am proud to be shortlisted, although I owe so much to my work colleagues for their recognition. Also, in 2024, our shop reached the Top 100 in the REI National Retailer of the Year awards. This gives my colleagues and I a massive vote of con dence and is a considerable achievement.

DANIKA

MCMANUS,

RETAIL STORE MANAGER, THREE STORE ATHLONE

At 18, I moved to Athlone from Leitrim to study Front O ce & Tourism Management at the University. In 2015, I moved to retail and joined Three Ireland as a sales associate at their Athlone store. I was promoted to assistant manager in 2019 and then to store manager the following year, a role I have been in for the last four years.

area helps create a positive experience for new employees, making them feel welcomed and valued. This strong onboarding experience leads to better performance in those stores and bene ts the overall business. Additionally, this gives me a chance to grow as a leader and mentor. By helping my colleagues, I contribute to a team environment that aligns with our business goals. It’s rewarding to see how these e orts build a strong team culture and drive success across the organisation.

What is your favourite retail store and why? I may be biased, but our store is one of my favourites! Beyond that, I enjoy visiting various homeware stores. After becoming a homeowner in 2021, my passion for nding the perfect items has blossomed. I love supporting local businesses, and one store I regularly visit is Ganly’s of Athlone.

What is one thing you were involved in that had a positive effect on your business? I focus on supporting other stores and my own, especially when new managers start. My work in this

What’s on your ‘bucket list’? I love to travel and feel fortunate to have explored many countries over the years, including Australia, New Zealand, Fiji, the United States, and Thailand. One destination that

remains on my bucket list is Japan, and I hope to check it o soon.

What is the greatest challenge currently facing your business? The biggest challenge we face is customer expectations for more value at a lower cost. This means the service we provide and the value we o er are crucial in meeting the needs of both new and existing customers. We enhance customer satisfaction and loyalty by helping customers discover value paired with outstanding service. As a result, delivering this value and service must be a priority in every in-store transaction.

What advice would you give one starting in retail? To succeed in retail, get to know your products well and focus on excellent customer service. Maintain a positive and approachable attitude, and learn from each experience to improve. Work together with your team and stay organised in your workspace. Be open to feedback, anticipate customer needs, and familiarise yourself with store policies. Most importantly, have fun.

What is your greatest retail achievement? I am fortunate to have achieved several milestones in my career. Still, two highlights that stand out for me are winning a Three Ireland All-Star Award in 2023 and being named a Manager of the Year nalist in the Retail Excellence Awards this year.

Retail Industry Insights

Reflecting on 2024 and what to expect this year

2024: Overcoming Challenges and Celebrating Successes

The lingering e ects of in ation and rising living costs made 2024 a tough year for retailers. Smaller businesses struggled to stay competitive, often increasing salaries by 10-12% to attract and retain top talent. Larger companies, meanwhile, adopted a broader approach, o ering bene ts such as exible work schedules, extra holidays, and family-friendly policies. Across the board, employee retention was a key focus.

Businesses invested heavily in training, career development and succession planning to keep teams engaged. For job seekers, work-life balance, career growth, and reasonable schedules became non-negotiable. These e orts paid o , resulting in happier teams, improved morale, and better retention rates.

2024, spurred by eco-conscious shoppers and regulatory demands. Retailers adopted greener practices, embraced the circular economy and worked to make their supply chains more transparent. These e orts laid the foundation for a more sustainable retail future.

2025: Opportunities in Innovation and Sustainability

Resilience and Growth from 2024 to 2025

The transition from 2024 to 2025 showcases the retail industry’s adaptability. This year’s focus on supporting employees and integrating foundational technologies has set the stage for next year’s push toward innovation and sustainability.

Consumers, facing their own nancial pressures, gravitated toward valuedriven purchases. While the luxury and niche markets remained stable, coste cient options dominated. Retailers met these demands by enhancing e-commerce convenience and creating engaging in-store experiences. AI played a transformative role, optimising supply chains, tailoring marketing strategies, and elevating the overall shopping journey.

The pace of digital transformation will accelerate in 2025, with AI becoming even more integral to retail operations. Automation, personalisation, and seamless customer experiences will de ne the next wave of advancements. Omnichannel strategies will continue to evolve, blending online and in-store shopping, while experiential retail (mixing technology and entertainment) will gain traction as consumers seek memorable experiences.

Retailers that embrace change, invest in their teams, and respond to consumer demands will thrive. With AI advancements, omnichannel re nement, and sustainable practices at the forefront, 2025 is set to be a transformative year for the sector.

For more insights, download our salary guide at excelrecruitment.com

2024 was filled with both challenges and achievements for the retail sector. Economic pressures, technological advancements and shifting priorities shaped the experiences of businesses, employees and consumers. 2025 promises to build on these foundations with a focus on innovation, sustainability and strategic growth recruitment

Sustainability took centre stage in

Salaries are expected to stabilise for many roles, but those requiring specialised skills, such as e-commerce and data analytics, will remain in high demand. Strategic leadership roles may see pay increases as companies prioritise expertise in sustainability and digital innovation. The upcoming minimum wage hike to €13.50 will benefit workers but may increase financial pressures on smaller retailers.

If you’re looking for recruitment solutions, contact Aislinn Lea, Director of Fashion & Non-Food Retail, at aislinn@excelrecruitment.com or call 086 8073544 / 01 814 8747

Aislinn Lea, Director of Non-Food and Fashion Retail at Excel Recruitment

Lisa Colgan, Director of Get That Trend, tells us the highs and lows of a year of digital trading

QUICKFIRE

How was 2024 trade wise for you online? 2024 was a solid year overall, even though summer had its challenges. We used that time to dive into understanding our customers and re ning our social strategy, as well as working on something exciting for early 2025.

What is your go to online store? Tesco for groceries and Next for last-minute home and kids’ clothes — Next’s nextday delivery has saved me so many times. Convenience is key for me!

What is your favourite recent purchase? It has to be the iPhone 16 — I nally upgraded from the iPhone 11, and the camera quality alone has been a game-changer for my content! The new features, like on-screen voicemail transcription, make everything feel so seamless.

What is your outlook for 2025? I’m excited to build on 2024’s work re ning our social strategy and understanding Get That Trend’s customer base. With a really exciting launch coming in March, there’s a lot to look forward to!

What is one area retailers looking to grow their online business should focus on? TikTok — whether that’s using it to build a personal pro le that shares your brand journey or creating content for the brand itself.

What is one Ad channel you are exploring further? TikTok Shop – we launched our UK TikTok shop in early 2024 and it has so much potential. We are really excited to announce we are one of the companies selected to launch when TikTok Shop launches in Ireland soon.

Favourite time-saving work hack? Voice notes literally save me so much time on a daily basis. I use them to speak with my team daily, suppliers, in uencers, you name it. It allows me to multitask while still being productive. It’s also great for sending ideas to the team quickly, without having to type them out, and while everything is still in your head.

One Book or Podcast recommendation? My favourite podcast right now is The Good Glow with Georgie Crawford.

Pineapple on a Pizza? Never!

What would we find in your fridge? Cranberry juice (always), yoghurts, oranges, eggs, smashed avocado, cokes.

oranges, eggs, smashed avocado, cokes.

Where are you going on your next holiday? Planning our honeymoon between Christmas 2024 and New Year so TBC.

Final Death Row Meal? Oh de nitely a Sunday roast - my fave meal of the week!

BREWED FOR VICTORY

Alan Donnelly, Head of Retail at Diageo Irish Brand Homes, on how Guinness Storehouse blended innovation, teamwork, and exceptional service to earn the title of National Store of the Year 2023 at last year’s AIB Merchant Services Retail Excellence Awards

Looking back on winning National Store of the Year in 2023, what key factors set Guinness apart from other stores?

It was a privilege to be in the same category as the other nalists. Ireland is blessed with amazing retail stores and talent. It is always inspiring to see what retailers across Ireland are doing, and the quality of stores drives us to be as good as we can be. We set an ambitious goal at the start of the year to win the Store of the Year. We went on retail safaris to see what best-inclass looked like, and learning from others in our industry was a key factor in our achievement. In the Guinness

Storehouse, we kept asking ourselves, “Would this be award-winning?” So, across everything we did, from store design to back-of-house operations to visual merchandising and customer service, we worked as a team to ensure we delivered the highest standard possible. Having a team of passionate, dedicated and hard-working retailers is ultimately the magic formula that worked for us.

Have there been any new strategies, innovations, or improvements implemented in the store to enhance the customer experience?

The recognition of receiving the award

inspired us to strive for even better. So, we certainly continued to look for areas to improve and innovate in. We introduced new digital signage “lift and learn” to highlight product features and bene ts. This was suggested by some of our managers after they saw it at the Retail Excellence conference in May. We also relaunched our enhanced click and collect service for visitors who purchase a retail item or a record from our archives as an add-on when purchasing a ticket to the Guinness Storehouse experience. Customers can use their admission ticket to open a locker with the purchase inside. We have put a

renewed focus on our in-store visual merchandising with investment in new oor displays. Operationally we have made big improvements too, embracing technology to simplify our ways of working, such as leveraging communication watches across all team members enabling customers to request assistance at the touch of the button.

What challenges have you faced over the past year, and how has the team adapted to meet these?

I think every retailer has experienced challenges with sta retention and recruitment. That’s certainly been a challenge for us, as those in retail will know that there are important skills and capabilities that retail professionals have and replacing talent is not easy. The team have

done a great job developing training programmes and fostering succession plans to mitigate the impact of attrition. From a product perspective, any inconsistencies in the supply chain can be frustrating, however we are fortunate to work with great suppliers who work hard to ensure as little disruption to our product supply, however it has required our product team to be more planful and agile.

What are some exciting plans or goals for Guinness Storehouse?

For the immediate future we look forward to a busy Christmas period. Next year is the 25th anniversary of the Guinness Storehouse so we are really excited about the plans we have to celebrate this milestone. We have just launched our partnership with Too Good to Go, supporting the mission

to inspire and empower everyone to ght food waste together by including the call to action on some of our food products for consumers to trust their senses where they see best before dates. It is also the 60th Anniversary of Guinness and Waterford Crystal’s rst partnership so we are excited to be launching a beautiful collection of glassware.

The retail industry is always evolving. What trends or changes in consumer behaviour have you noticed, and how has Guinness adapted to meet these shifts?

The fast pace of retail is something we absolutely love. Consumers are de nitely much more conscious when it comes to product selection. Sustainability is so important to them and ensuring our products are sourced responsibly is critical. In our ever-demanding world, convenience is not optional, it is expected. Keeping things easy for consumers in a retail setting is key. Particularly where so many of our customers are rst-time visitors to the store, we need to ensure the store makes sense. What is logical to us doesn’t always translate to our consumers, so listening to them is vital.

What advice would you offer to other retailers aiming for similar recognition?

Been recognised as Store of the Year was an incredibly proud day for us. We entered with the goal of winning and the entire team worked together to achieve it. We had previously entered with mostly just our management teams involved and we didn’t even make the top 100! So, ensuring everyone is committed to the ambition is essential. It sounds old-fashioned, but nothing is more important in retail than customer service. Ensuring your customer is at the heart of every decision a retailer makes is what can make the di erence. Even when we redesigned the store in 2020, the key driver for every decision was how it impacted on the service we o er to our customers. That includes introducing digital innovations that can make your team’s job easier or more e cient, all so that they can focus more on delivering exceptional customer service.

Commitment to Excellence

The Retail Excellence team sat down with Des Travers, CEO of DPD Ireland, to discuss the latest developments in e-commerce logistics

Des, thank you for taking the time to talk to us today. How was 2024 for DPD and what is the state of play in retail logistics in Ireland?

Our commitment to excellence continues to shine as we maintain a 99% service level every day, all year round, coupled with an impressive 98% customer retention rate. This consistency and reliability which we know is critical for our customers has driven our strongest performance in parcels and revenue post-Covid, solidifying our leadership in the industry. Recognised as a “Great Place to Work” and named among the top 150 employers for the third consecutive year, we take pride in fostering an exceptional workplace culture. Innovation remains at our core, highlighted by the successful rollout of picture proof of delivery and a signi cant milestone: delivering our 10th million parcel via electric vehicle. These achievements underscore our dedication to customer service, sustainability, and success.

That’s interesting Des and with the big bad retailer who we won’t name, launching a .IE website in 2025, how do you plan to fight back against this new competitor?

At the heart of our success is a deep understanding of what customers value most – reliable next-day delivery, full visibility of their parcel’s journey, a local customer service team and access to our award-winning customer portal. Coupled with dedicated account management and competitive pricing, we are uniquely positioned to meet diverse customer needs. Serving a range of sectors – including SMEs, logistics, high-value goods, food and pharma – we operate through 36 strategically located depots across the island of Ireland, enabling seamless service to local, national, and international destinations. For retailers we tailor our solutions to meet their needs, we understand the importance of late cut o times and collections and have 3PL end to end

facilities to assist them in growing their business. This comprehensive approach ensures we deliver exceptional value and customised trusted solutions for every customer.

That will be a very welcome development Des. Tell us a bit more about the latest behind the scenes development that DPD Ireland have been quietly working on?

We are thrilled to introduce our new exciting Returns Service for Ireland, designed to revolutionise the way businesses manage returns and enhance the customer experience. With full visibility and detailed reporting, including insights into the speci c item, reason and value of each return, our solution empowers businesses to manage returns more e ectively. By providing a faster, more consistent, cost e ective and user-friendly process – featuring a convenient label-less solution and access to over 530 drop-o locations

nationwide – we make returns hasslefree for your customers and much easier to manage for the retailer. Tailored to support the growth of your e-commerce sales, this service o ers a seamless, customer-centric approach to building trust and boosting your brand’s success.

That will be a game changer for returns. If a retailer wants to find out more about this new offering, where should they go?

We have depots and sales executives across the country and we would love the opportunity to assist retailers to grow their business in 2025.

Contact Kathy Boles, Head of Sales M: 0872324647 or E: Kathy.Boles@dpd.ie to discuss how we can help

Kean’s Goes Big in Claremorris

Expanded space and new offerings mark a bold move for Kean’s Claremorris, as James Kean Jnr explains

Kean’s Claremorris, a cornerstone of local retail for over 230 years, has unveiled a transformative €800k investment in its store. This signi cant expansion re ects the company’s commitment to innovation, sustainability, and enhancing the customer experience.

“We invested a total of €800k, which enabled us to completely overhaul our existing store,” explained James Kean Jr. “This signi cant investment re ects our ongoing commitment to improving the customer experience and expanding our product o erings.”

The project added 7,000 sq ft to the store, bringing the total footprint, including the Garden Centre, to an impressive 32,000 sq ft. “This expansion allows us to better serve the needs of our growing customer base,” Kean noted. The increased space enabled the introduction of new brands, including Homevalue and Petstop, creating a broader and more diverse shopping experience.

Enhancing the Shopping Experience

“This investment was not solely focused on physical expansion; it was a strategic move to ensure we continue meeting the evolving needs of our customers and the environment,” Kean said. The addition of Homevalue strengthens DIY and homeware o erings, while Petstop caters to pet owners. These enhancements position Kean’s Claremorris as a key retail destination.

The store now features a Rangemaster Centre, alongside an increased selection of appliances, TVs, smartwatches, and co ee machines. “The Homevalue brand strengthens our o erings in homewares, Christmas decor, and garden products, while Petstop enables us to cater to pets of all sizes,” he continued.

Innovation and Sustainability

Technology has played a pivotal role in the store’s transformation. Digital pricing signage now links directly to the POS system, streamlining operations and reducing paper waste. “This innovation has signi cantly reduced labour costs associated with printing and manual pricing,” Kean stated. Future AI advancements in collaboration with Euronics will further drive e ciency.

Sustainability has also been a focus, with the installation of a SolarPV solution producing 56.35kWp of solar power, meeting up to 28% of the store’s energy needs. “This system reduces our reliance on external power and signi cantly cuts our carbon footprint,” Kean explained.

Supporting the Community

Kean’s Claremorris is proud to house three national brands — Homevalue, Petstop, and Euronics — under one roof. “This makes us a one-stop shop in our locality. By enhancing the shopping experience and supporting the local community, Kean’s reduces the need for residents to travel to larger urban centres.”

“Our family has actively supported and continues to engage with local organisations,” Kean emphasised, citing involvement with local clubs and charities. “We believe in supporting the community that supports us.”

Building on Legacy in Loughrea

From its roots in 1931 to an evolving retail powerhouse, Beatty’s continues to thrive through innovation, family dedication and community focus, says Micheal Shiel Jr

“Beatty’s, a cherished part of Loughrea since 1931, began its journey with my great-grandfather, Michael Beatty, and has been nurtured through generations by my grandmother, Maureen Beatty, my grandfather JJ Shiel, and my father, Michael Shiel. Now, my brother, TJ, and I are proud to help carry on this family legacy,” Micheal says.

“Our two shops in Loughrea o er diverse shopping experiences. The Main Street store is essentially a department store, packed with products to meet every need — vibrant paints, gardening tools, festive holiday decorations, toys, electrical appliances, stylish homeware, and interiors. A short distance away, our Builders Providers, Agri, and Plant Hire store serves tradespeople and DIY enthusiasts alike, providing the tools and equipment needed to complete any project.”

Partnering with buying groups like Topline, Euronics, and Toymaster enables Beatty’s to o er an impressive selection of products, ranging from leading brands to unique nds. “These collaborations ensure we remain a comprehensive one-stop-shop where our customers can nd everything they need under one roof,” he adds.

us identify areas for improvement and implement changes that have positively impacted our business.”

Looking Ahead

Streamlining Operations

For Beatty’s, like most retailers, this year has had its ups and downs in terms of challenges and successes.

“We’ve been working tirelessly to enhance our online presence through our website, Beattys.ie. This digital transformation has required signi cant adjustments to our logistics and buying strategies. We’ve also focused on maintaining competitive pricing across all departments, which can be a daunting task in today’s market.”

“To streamline our operations and improve e ciency, we recently completed a Lean for Business program with our Local Enterprise O ce. This initiative has helped

With all the work, comes much to look forward to in 2025. “As we look ahead to 2025, we’re excited about the future of Beatty’s,” Micheal continues. “Our goal is to further strengthen our brand both locally and nationally. By re ning our marketing strategies and exploring innovative tools, we aim to attract new customers and solidify our position as a trusted retailer.”

And of course, the key to achieving this, he agrees, is to keep working together as a family business to serve the local community.

“We are grateful for our loyal customers and dedicated sta , whose support fuels our passion for the business and the community we serve. Together, we look forward to writing the next chapter in Beatty’s story.”

Beyond The Counter

Superintendent Pharmacist Paul Conroy shares the story behind Ryan’s Pharmacy’s recent expansion, the dedication that fuels their service, and what makes it so special after all these years

Since joining Ryan’s Pharmacy in 2001, Paul Conroy has witnessed rsthand the evolution of the pharmacy and its strong roots in the Edenderry community. Established in 1998 when the business was taken over from the previous owner Liam Burke, Paul, alongside Kathleen Hanlon, has seen rst-hand the growth and success that Ryan’s Pharmacy enjoys today.

“Kathleen and I worked together for over 20 years, and she retired earlier this year. It is no exaggeration to say that a huge amount of the growth and success that Ryan’s Pharmacy has had in Edenderry was down to Kathleen — her devoted service to our customers was exceptional, and she taught me a lot,” Paul said.

The support of the Edenderry community has played a crucial role in the pharmacy’s success. “Their support and loyalty have allowed us to grow and develop to such an extent that we realised about two years ago that we needed to expand into a bigger and better space,” Paul explained.

The recent expansion, which brought the agship store in The Downshire to 6,000 square feet after acquiring two adjacent units, has elevated service

capabilities signi cantly. “In our new dispensary, the extra space has allowed our team to work in a much more productive and e cient way,” Paul explained. “The re t enhances work ow and facilitates more private and comfortable consultations. “I hope that this will help us to strengthen our connection with our patients and customers.”

Retail Manager Carol Byrne led a team who spearheaded the thoughtful design of the new pharmacy layout. “By any measure, we now have a stunning pharmacy. It prioritises the use of space, light, and ambience to maximise the comfort and accessibility for all our customers, young or not so young,” Paul added.

At Ryan’s Pharmacy, customer well-

being is paramount. “Our mission is quite simple —ultimately, we want to take away any stress or concerns that our patients may have about their medication and health issues, and to do this, we put our customers rst,” Paul emphasised. He praised his team, saying, “I have an excellent dispensary team, who allow us to provide the best service we can to our patients.”

Sales Operations Manager Orla Kelly and Managing Director Shane Ryan added their thanks to an amazing team in Edenderry for helping turn the store into what it is now. “While the store has been re tted to such a high standard, it is nothing without the team who provides the highest level of customer care every day.”

Maxi Zoo Roars into Galway

The award-winning Irish pet retailer brings its unique blend of products and services to Galway with its 34th store

Maxi Zoo has proudly opened its 34th store, adding Galway’s Headford Road Plaza to its locations across 17 counties. The store, which employs 10 sta members, boasts a vast selection of products and services tailored for all companion animals, including dogs, cats, sh, small animals, and wild birds. From pet weighing to expert advice, Maxi Zoo’s comprehensive o erings cater to the needs of both new and experienced pet owners, featuring a strong selection of Irish brands to support local suppliers.

The store’s grand opening featured a family-friendly event where Maxi Zoo rolled out the red carpet for pets and their owners, with entertainment that included face painting and balloon modelling. The weekend drew a warm reception from the Galway community – and the pets had fun too!

Anthony Cremin, Head of Marketing at Maxi Zoo Ireland,

Their dedication to community involvement is evident in their longstanding partnerships with animal charities throughout Ireland.

expressed the company’s excitement about the move into Galway.

“Establishing a presence in Galway has been a long-held ambition of Maxi Zoo, and it was great to see that plan come to fruition. We pride ourselves on being more than just a pet store; Maxi Zoo o ers a range of services for companion animals, and our Galway base is no exception in terms of the quality customers can expect,” he said.

The expansion into Galway aligns with the brand’s broader vision of accessible, high-quality pet care. Since opening its rst store in Ballincollig in Cork in 2006, the retailer has grown to house more than 6,000 products in stores nationwide. Notably, 13 of its stores include grooming salons, where dogs are treated to expert grooming services for a complete “feel good” package.

Their dedication to community involvement is evident in their longstanding partnerships with animal charities throughout Ireland. Over the years, these partnerships have raised hundreds of thousands of euros through various fundraising campaigns, reinforcing the company’s mission to support not just pets but the broader animal welfare community.

In addition to welcoming new customers to its Galway location, they are also celebrating senior pets with its ongoing Senior Pet Event, which o ers tailored advice and special discounts across all stores.

For updates on Maxi Zoo’s o erings and future events, pet owners can visit their website at maxizoo.ie

ElectroCity Powers Up with Kilkenny Store Revamp

With nearly double the space and a host of new features, ElectroCity’s Kilkenny store sets a new standard of shopping experience in the southeast region, says Managing Director Bill Hackett

Never one to sit idle, and on the heels of winning Best Technology Website of the Year, ElectroCity has signi cantly expanded its Kilkenny store to provide customers with a premium shopping experience.

A leading name in Ireland’s electrical and home appliance retail sector, they have completed a major expansion and upgrade of their store at Ormonde Business Park, Kilkenny. This extensive project has transformed the store into a 12,000-square-foot retail space, o ering an enhanced shopping experience with a broader product selection and modern, interactive features. The project marks a signi cant milestone in the company’s commitment to top-tier customer service and innovation.

Key features of the revamped store include an expanded product range showcasing the latest smart home devices, high-end kitchen appliances, and TV entertainment systems. The new layout has been designed with customers in mind, promoting ease of navigation through dedicated product

excited to provide the widest range of products and expert advice in a modern and comfortable setting.”

This expansion underscores the store’s vision of merging customercentric service with cutting-edge technology and sustainable practices, creating a retail space that meets the evolving needs of modern shoppers.

“We are incredibly proud of our team and the hard work and e ort

zones that make nding items simpler and more enjoyable. Interactive displays and demo areas have been added, allowing customers to engage with products before purchasing and make more informed decisions before those all-important purchases.

A focus on sustainability has also been central to the store’s design. Energy-e cient lighting and ecofriendly materials were used to create an environmentally conscious shopping environment, aligning with ElectroCity’s goal to reduce its carbon footprint.

Bill Hackett, MD of ElectroCity, shared his excitement about the expansion: “We are thrilled with our newly upgraded and expanded store in Kilkenny,” he said. “This investment re ects our dedication to providing our customers with the best possible shopping experience, and we are

they have made to bring the newly expanded store to life. The investment highlights our ongoing commitment to providing an exceptional shopping experience for our customers. We believe in combining top-notch customer service with unbeatable prices, and this expansion allows us to do just that on a larger scale.”

He emphasised the upgraded store is primed as a agship destination for home appliance and electronics shoppers in the southeast region. “We look forward to welcoming our loyal customers to visit and explore, where they will be amazed at the store changes and excited to nd the latest home appliance and electronics innovations.”

Located at Ormonde Business Park, Dublin Road, Kilkenny, ElectroCity is open seven days a week, with ample free parking available for a convenient shopping experience

Creating a Customer First Approach to Retail

Jean McCabe CEO of Retail Excellence Ireland Founder of Willow and Willow.ie

For Jean McCabe, owner of Willow, it’s the small details that matter most. Building an emotional connection with customers, online and in store, is key to her success. In the second episode of The Time Well Spent podcast, Jean shares how her innovative approach to business sustained growth during the pandemic and how partnering with AIB Merchant Services has been vital to achieving a seamless customer experience.

E-COMMERCE WINNERS:

TRAILBLAZERS IN THE DIGITAL RETAIL SPACE

This year, the AIB Merchant Services Retail Excellence Awards experienced an incredibly tight and competitive E-commerce Awards section. Here, we highlight the winners and some of the elements that made them stand out

THE SMALL ONLINE RETAILER OF THE YEAR WAS PRESENTED BY .IE, WAS WON BY COGS TOYS & GAMES

This family business is clearly punching above its size. A strong focus on a positive customer experience with hundreds of ve-star reviews. O ering same-day delivery in Dublin is an added point of di erence and a great way to compete against some of its larger competitors. The judges commended their clean and straightforward navigation, their use of quizzes to identify the correct products for the customer needs and their creative use of video across their social media channels.

THE LARGE ONLINE RETAILER OF THE YEAR, PRESENTED BY STUDIOFORTY9, WAS WON BY EZ LIVING INTERIOR

Gavin White, Director of EZ Living Interiors, spearheads phenomenal online growth in his family business out of a challenging retail category, such as furniture and home interiors. The judges highlighted the signi cant and constant investment in improving the customer experience. Innovative initiatives such as using AI to produce di erent background settings for product imagery and producing a room builder function to allow customers to custom-build their room design online. A comprehensive social media strategy, visual product lter options and real-time stock availability were also highlighted as a standout element.

THE MEDIUM ONLINE RETAILER OF THE YEAR, WAS PRESENTED BY TITLE SPONSOR AIB MERCHANT SERVICES, WAS WON BY CHUPI

Chupi has grown into a signi cant omnichannel retailer in the Jewellery sector. The judges commended how tightly integrated their online and in-store operations worked. Customers could seamlessly book in-store appointments, set up virtual appointments and assist with sizing requirements online. An extensive online following has been built from across the world.

Thank you to our judges who assisted in scoring these awards.

Award-Winning Heights of Sustainability

From green technology to local sourcing, Arboretum’s commitment to sustainability has earned it the title Sustainable Retailer of the Year 2024

Arboretum, the award-winning garden centre and lifestyle retailer, has been named Sustainable Retailer of the Year at this year’s AIB Merchant Services Retail Excellence Awards. This accolade recognises Arboretum’s commitment to sustainability, underpinned by innovative environmental, social, and governance (ESG) strategies across its three locations in Carlow, Wicklow, and Dublin.

“We are selling green, and we also want to be as green as possible,” says Arboretum Chief Commercial O cer and co-owner Fergal Doyle. “This award re ects our dedication to integrating sustainability into every facet of our business.”

Leading with Green Technology

The redevelopment of the Kilquade store highlights Arboretum’s sustainability journey. Solar PV panels generate 90,000 kWh of electricity annually, reducing grid reliance by 25–30%. Complementary heat pumps provide under oor heating and water heating, supported by energy-e cient LED lighting and double-insulated glass to optimise energy use. Rainwater harvesting tanks save 124,000 litres of water yearly, used for plant irrigation and toilet facilities.

“We decided at a corporate level to fully commit to gold-standard green technology and to pick up the pace of our sustainability journey,” Fergal explains. “Our objectives include reducing energy to zero, conserving water, and reducing waste.”

Supporting Local and EcoFriendly Practices

Arboretum’s sustainability extends beyond technology. The retailer sources 85% of its plants from Irish growers, reducing air miles and supporting local businesses. Its cafés

feature locally sourced food, and its product range includes wildlifefriendly plants and recycled gardening materials. Four electric vehicle (EV) charging points encourage sustainable transport among customers and sta .

They also track the results of their initiatives rigorously. Solar systems at Kilquade and Leighlinbridge collectively save over 26 tonnes of CO2 annually — the equivalent of planting 37 trees. Lighting improvements have cut energy use by 60–70%, while water-saving measures signi cantly reduce mains water dependency.

“Sta training in sustainable

business is now part of the Arboretum Academy, our in-house training and development programme. Our sta are drilled on water reduction and proper waste separation on all sites,” he notes. A sustainability-focused marketing campaign from March to July further connected with customers, showcasing eco-friendly gardening practices and Arboretum’s green innovations.

As a previous REI Store of the Year and Garden Centre of the Year, Arboretum continues to lead by example. “It is our ambition that our commitment to sustainable practices will make Irish garden centres greener,” Fergal concludes.

FBD stands for Support

As Insurance Partner to Retail Excellence Ireland, we are proud to support Retail Businesses across the country through our nationwide network of 34 branches.

Visit our experts in your local branch. Call us on 0818 18 18 18.

Or scan the QR Code to arrange a FREE business assessment

GOING FOR GLORY

Glory Ireland was crowned the Supplier of the Year at the AIB Merchant Services Retail Excellence Awards! Below, they tell us about their journey so far and how they feel to have won the prestigious title

Tell us about Glory and what you do:

Glory Ireland has established itself as a leader in cash recycling solutions across the retail sector. The Company’s CASHINFINITY™ solutions transform the e ciency, security, and speed of the retail cash chain through automation at key points along the path, from the point-of-sale, right to the bank.

Whatever the volume of cash moving through a store(s), Glory has an automation solution to help retailers connect their cash processes to:

• Improve Operational E ciency

• Reduce Admin Costs

• Minimise Cash Losses

• Reduce Risk

• Reduce CIT Costs

Cash management technology improves accuracy and e ciency, enhances sta productivity, reduces costs, and provides a standard methodology for managing your business processes from front of house to back o ce, even connecting both, helping sta retention.

How does it feel to be crowned Supplier of the Year?

“We are delighted to have won this award and thrilled to receive this accolade as it recognises Glory Ireland’s exceptional contribution to the Irish retail sector,” says Sales Director of Glory Ireland, David O’Meara.

“I am incredibly proud to receive this award as we celebrate 8 years of Glory in Ireland and 7 years as partners with REI. Being previously shortlisted, this award is a testament to the ongoing partnership we have built with REI and fantastic recognition from the retail industry. Ultimately, this win would not have been possible without the hard work of the Glory Ireland team in delivering payment choice and excellence to the growing and vibrant retail sector across Ireland, and we look forward to continued success.’’

Tell us about the pain points Glory has helped solve for retailers this year

At point-of-sale positions - be it regular checkouts or self-checkouts (SCOs)whether retailers want to reduce their time spent on manual cash handling, on investigating cash discrepancies, or simply need a quick, easy-to-use payment solution for the customer, Glory’s cash recycling solutions can help provide this. Helping retailers minimise the risk of errors and shrinkage, Glory’s solutions help to deliver an e ortless, e cient, and superior shopping experience for customers.

• Automating back-o ce processes with recycling technology dramatically accelerates all cashrelated tasks in a back o ce. Glory’s

cash recycling solutions can help deliver more streamlined and e cient services, saving management time around reconciliation and preparing cash for lodgement.

• Reducing time spent on end-ofday reconciliation can signi cantly improve productivity, help streamline operations and security for sta and reduce the risk of cash shrinkage.

• A fully closed-loop solution - with front and back-o ce devicesenables retailers to connect their cash processes, helping increase productivity and security for sta and enabling them to focus on other activities that improve the customer experience.

From Glory’s range of SCO solutions to t all store types and sizes to their full cash automation solutions in the front and back o ce, by eliminating manual cash handling and improving

the security of cash, Glory enables the power of choice for retailers around the world.

Tell us about the results and benefits gained

By connecting a retailer’s cash processes, Glory’s solutions bene t retailers in a number of ways. Speci cally, in the back o ce:

• Reducing the risk of cash shrinkage

• Saving management time around reconciliation

• Increasing security for sta

• Providing more streamlined and e cient cash handling processes in a back o ce

• Improving the customer experience; enabling sta to focus on other activities to drive growth for a business.

and in the front o ce/point of sale:

• Minimising risks and cash losses

• Improving in-store security and e ciency

• Increasing employee productivity

• Enhancing the customer experience

• Encouraging sta retention and increasing job satisfaction

From large pharmacies and department stores to hardware retailers and hospitality businesses across Ireland, Glory leads the EMEA market for retail cash recycling solutions with 39% point of sale and 66% market share of backo ce cash recycling solutions. Glory Ireland is extremely proud to play a part in this.

Leading Through Uncertainty

In the face of ongoing geopolitical upheavals, economic instability, and growing pressure on consumer spending, CEOs in the consumer and retail (C&R) sector are showing remarkable resilience. Despite the daunting challenges, the KPMG 2024 Consumer and Retail CEO Outlook reveals a sense of cautious optimism among these leaders, who have become adept at navigating periods of uncertainty, says Keith Watt, Head of Retail KPMG Ireland

The pandemic has forced C&R CEOs to adapt rapidly to an everchanging environment. Not only did they steer their companies through the unprecedented disruptions caused by COVID-19, but they also responded to the geopolitical challenges that followed, particularly in terms of their supply chains and the rising in ationary pressures. On top of this, the sector has had to quickly adjust to evolving consumer demands and advancements in technology, transforming operating

models and accelerating digitisation to remain competitive.

Yet, the road ahead is far from smooth. Geopolitical uncertainty continues to obscure visibility over global operations, making it di cult for CEOs to predict future trends. This uncertainty, coupled with ongoing supply chain disruptions and uctuating customer preferences, presents considerable obstacles for those looking to make informed investment decisions. Although the retail sector has access to more data on consumer behaviours than ever before, CEOs face a “too much data, not enough insight”

dilemma. The challenge lies in converting data into actionable insights to drive business decisions and fuel growth.

Diversifying the Workforce

One of the keys to success in this challenging environment is the importance of fostering a diverse and inclusive workforce. A workforce that re ects the diversity of the consumer base is better equipped to understand and respond to their needs, o ering companies a signi cant competitive advantage. Many retail CEOs are recognising this need and prioritising

Keith Watt, Head of Retail & Manufacturing, KPMG

workforce growth, with nearly all planning to increase headcount over the next three years. Contrary to fears that generative AI (Gen AI) may result in job losses, most CEOs believe that AI will not reduce the number of jobs but rather create the need for upskilling and workforce development.

While there is cautious optimism, CEOs are also aware of the numerous issues that could test their resolve. Growth opportunities certainly exist, but leaders must also focus on stabilising their businesses, resetting their strategies, and nding new ways to thrive in an unpredictable world. The organisations that succeed will be those that can e ectively leverage technology, adapt to evolving environmental, social, and governance (ESG) expectations, and maintain a clear focus on their strategic goals.

Thriving in Uncertainty

In an era of geopolitical volatility, economic uncertainty, and shifting consumer expectations, retail CEOs are proving themselves to be resilient and adaptable. While the challenges they face are signi cant, so too are the opportunities for growth. By embracing a growth mindset, embedding ESG into their core strategies, and harnessing AI responsibly, retail businesses can not only navigate today’s complexities but also thrive in the future. The successful organisations will be those that demonstrate agility, determination, and a clear focus on their strategic goals amidst the uncertainties of the global market.

Key Strategies for Retail Leaders

Considering the opportunities and risks in the current business environment, retail leaders can take several key steps to position their companies for success:

1

Embrace a Growth Mindset Amid Uncertainty

Retail businesses must remain flexible and agile to navigate the uncertainties they face. This involves developing contingency plans, diversifying sourcing strategies, and maintaining adaptability to deal with potential supply chain disruptions or economic downturns. At the same time, companies should focus on organic growth, leveraging their core strengths, and enhancing the customer experience through digital advancements. Technologies like AI can help optimise operations, personalise customer interactions, and open up new opportunities for growth. Strategic mergers and acquisitions (M&A) may also provide an avenue for growth. By capitalising on favourable market conditions, such as softening interest rates, companies can explore acquisitions that complement their existing offerings or give them access to new markets.

2

Embed ESG as a Business Imperative

Sustainability is no longer a choice, but a business necessity. Retail companies must integrate ESG principles into their core strategies, ensuring that their actions align with the company’s identity and values. Whether focusing on cost-cutting or value-driven approaches, clarity and consistency are key to building a strong brand reputation, customer loyalty, and long-term resilience. As consumer expectations around sustainability evolve, authenticity and transparency will be essential in building trust and avoiding reputational risks. By investing in sustainable sourcing and production practices, retail businesses can contribute to systemic change, ensuring that their ESG strategy resonates with both customers and investors.

3

Harness the Power of AI Responsibly

AI has the potential to transform the consumer and retail sector, enhancing the shopping experience and optimising operations. However, to realise the full potential of AI, companies must scale its implementation strategically, transitioning from pilot projects to enterprisewide adoption. Focusing on areas that deliver tangible returns on investment (ROI) and improve customer experience should be a priority. Ethical considerations around AI are also critical. Companies must establish clear guidelines for responsible AI use, addressing concerns related to bias, data privacy, and the potential displacement of jobs. At the same time, they should prioritise upskilling their workforce to ensure that employees are equipped to work alongside AI technologies. Strengthening cyber resilience will also be important as AI adoption grows, with companies embedding best practices to safeguard against emerging cybersecurity threats.

KPMG provides end-to-end FinTech services from strategy to implementation. Combining our industry insights and cross functional experience, our team of strategy, risk compliance, tax, audit, and emerging technology professionals are ready to help you.

New Year Resolutions

As we embark on 2025, Tommy Smyth offers his thoughts on how best to implement an effective HR strategy

We wish every REI member a very happy new year and all the best personally and professionally for 2025. A reminder to all members that you continue to have complimentary support time with our consultancy in 2025 so if we can help in any way please reach out and we will be happy to provide support and advice.

In this article, we make some suggestions for those who have put HR on their new year’s resolution list and may be wondering where to start or what an achievable HR project may be in 2025.

Compliance Audit

In the event of a WRC inspection of basic legal compliance or just a workplace grievance from a colleague, it is important to ensure that you are aware of the requirements on you as an employer and the main records you need to keep.

• List of Employees – A list of all employees to include full name, address and PPS number

• Updated Contract of Employment with latest legislation – For example, statutory sick pay, Sunday premium rates, probationary periods (maximum six months) and any mandatory training that is legally required

• Payslips – Employers must provide employees with payslips that accurately show gross to nett payments and ideally clearly show any Sunday premium rates, overtime, public holidays and annual leave entitlements etc

Smyth, Tom Smyth & Associates

• Time records – Employers must keep working time records for employees. This can be via an electronic ‘clocking’ system or via a signed paper record and ideally shows start, nish and break times

• U18 register – When a company employs under 18 workers, you must hold a separate register/list of these employees which includes the following, full name, date of birth, time of work including start times, nish times and rest periods. Remember rest breaks will di er for employees who are under the age of 18 years. In addition, employers are expected to display the under 18’s worker poster on site in a communal area. This may be downloaded from the WRC website directly

• Work permits – It is necessary for employers to ensure that permits for non-EEA workers are kept on le are valid and up to date. It is recommended that employers and managers set a diary reminder in advance of any permits that may be set to expire allowing you to stay ahead of the

process, as renewals can often take upwards of eight working weeks to process. Employers are likely to be prosecuted if caught employing someone who cannot legally work in Ireland.

Reward and Retention

If an employer is comfortable with their legal compliance, they may want to conduct an exercise on their reward and bene ts o ering. Being competitive in this space will promote employee retention and satisfaction. Each employee may di er in what type of bene t or perk they value, and it can be helpful to look at a total reward strategy that can be o ered as opposed to just nancial reward. Some suggests that may work for your organisation are;

• Sick pay – while statutory sick pay is now in place, many companies are choosing to go beyond statutory requirements as an added bene t

• Pension – Mandatory autoenrolment is coming in Autumn 2025, but some employers are introducing a pension earlier and o ering in excess of statutory requirements

• Additional leave – Many employers o er additional types of leave such as extra annual leave days which can align with length of service, birthdays, etc. Paid maternity/paternity leave to is also growing in popularity as are personal or study leave days in certain circumstances

Tommy

• Flexible days/hours – Allowing exibility with start and nish times for employees and altering hours to meet family needs, outside commitments or caring needs can help to attract and retain a wider talent pool and demonstrates a supportive environment

• Remote work – When not huge of course in retail but often there may be tasks or duties that can be carried out remotely by the management team on a weekly or monthly basis. For non-store employees, it may be an option to o er remote working in a capacity that will work for the business such as one day a week

• Health supports – With employee wellbeing at the forefront, consider having an Employee Assistance Programme (EAP) or a trained mental health rst aider as part of your team. Annual medicals for sta , long term illness cover or death in service cover are all viable options to support team members

• Employee Wellbeing – This can often mean ensuring employees take care of themselves both in and out of work. Employers may choose to o er gym memberships, support towards

yoga or mindfulness classes or other similar perks and bene ts

• Employee Recognition –Often recognising hard work and commitment will help to build employee loyalty and increase motivation, think of building employee of the month programmes and employee award structures that promote teamwork and going the extra mile to help, support and include colleagues.

Culture

If employers feel they have a good handle on compliance and have their reward system well honed, perhaps spend some time examining workplace culture and values. We spend one third of our lives working and often what can set one organisation apart from the next is the environment. An organisations culture stems from its core values and the people that it employs practicing those values. Why not consider doing an exercise to create or update your core values, including input from your team in terms of culture surveys, employee feedback and engagement surveys.

Give ownership of the values to your team by encouraging employees to become champions

of respectful, inclusive and positive behaviour towards fellow colleagues, management, customers and suppliers.

Engage in additional training of your team and give them the skills and knowledge to enhance the working relationship by making them adaptable to situations that add value to you and the company. Promote dignity at work and develop and support leaders with communication and soft skills training.

We can help with many of these factors. Whether it’s compliance advice, retaining and maintaining a positive working environment or partnering for an up and coming project, don’t hesitate to contact us.

Tom Smyth & Associates.

P: 021 4634154

E: info@tsaconsultants.ie W: www.tsaconsultants.ie

We remind readers that REI members have complimentary HR support time through their membership. Contact Tom Smyth & Associates at 021-4634154

Visit

Business Energy Upgrades Scheme: Powering Ireland’s Sustainable Business Future

In response to Ireland’s ambitious Climate Action Plan 2024, which targets a 45% reduction in carbon emissions from business and public sector buildings by 2030, the Government has launched an innovative Business Energy Upgrades Scheme which will be administered by the Sustainable Energy Authority of Ireland (SEAI). This comprehensive grant programme offers Irish businesses a flexible pathway to decarbonisation while providing significant financial support for energy-efficient improvements

The scheme stands out for its inclusive approach, welcoming participation from businesses of all sizes, public sector organisations, societies, and charities. Understanding that di erent businesses have unique energy needs—for instance, a hotel’s heating and cooling requirements di er from those of an o ce—the programme o ers remarkable exibility in its implementation. As a business you can choose any of the following measures, in any order, to suit your budget and your building. You can choose to start with one, or a selection of measures.

Comprehensive Support System

The Business Energy Upgrades Scheme provides up to nine di erent measures businesses can implement at their own pace. These measures are divided into two main categories: Technical Assistance and Commoditised Grants. Technical Assistance includes vital support elements such as Building Management System (BMS) optimisation, which can yield immediate savings with minimal investment. Businesses can receive a €2,000 grant for BMS optimisation and up to €25,000 for design assistance, helping them plan their energy upgrade journey e ectively.

The Commoditised Grants cover a wide range of practical improvements, including:

• Heat pump installations (up to €100,000).

• Fabric insulation for walls and roofs (up to €120,000).

• Automatic control systems (up to €30,000).

• Air Handling Unit upgrades (up to €25,000).

• Solar thermal technology (up to €15,000).

• Variable speed pump installations (up to €10,000).

Streamlined Application Process

One of the most attractive features of the scheme is its user-friendly application process. Businesses can complete their registration in approximately ten minutes through the SEAI Application Portal. The actual application for measures takes just ve to ten minutes, with instant automated approval through a Letter of O er. The grant payment structure is transparent, with businesses receiving either the amount o ered at application or 30% of the invoice amount, whichever is lower. This approach ensures fair distribution of funds while maintaining programme sustainability.

Unique Benefits

The scheme o ers several distinctive advantages:

• Immediate grant approvals for completed applications.

• Freedom to choose quali ed contractors.

• Flexible implementation timeline.

• No prescribed order for implementing measures.

• Ability to reinvest savings from initial improvements into subsequent upgrades.

We recommend completing an energy audit for businesses uncertain about where to begin. It will provide expert guidance in determining the most e ective sequence of improvements for your speci c situation. SEAI’s support scheme for energy audits (SSEA) has been designed to help Ireland’s SMEs take charge of their energy use. The scheme provides a €2,000 voucher for a high-quality energy audit. An SEAI energy audit is one of a business’s rst steps to save money and energy, enhance its brand image, and futureproof its operations. As Ireland moves toward a more sustainable future, the Business Energy Upgrades Scheme represents a crucial stepping stone for businesses looking to reduce their carbon footprint while improving their bottom line. By providing accessible, exible funding options and technical support, the scheme makes sustainable energy upgrades achievable for businesses of all sizes, contributing to national climate goals while fostering economic e ciency.

Please contact SEAI if you have any questions at (01) 808 2100 or by email: businessupgrades@seai.ie

SUPPLIER DIRECTORY

Audit, Tax, Advisory KPMG

& Consulting Services www.kpmg.ie claire.davey@kpmg.ie

Boost Mobile Signal Instore Stella Doradus

www.stelladoradus.com sales@stelladoradus.com

Branding & Retail Design TapCreative

www.tapcreative.ie niamh@tapcreative.ie Broadcast Media Sky Media Ireland

www.skymedia.ie aj.crinion@sky.ie Cash Handling Solutions Glory David O’Meara

www.glory-global.com david.omeara@glory-global.com Cash Logistics Services GSLS

www.gsls.ie pcahill@gsls.ie

Consumer Market Customer Perceptions & Optimum Results

Research & Training www.customerperceptions.ie emma.harte@customerperceptions.ie

Customised Paper Cups CupPrint

www.cupprint.com sales.ireland@cupprint.com

Digital Marketing Agency Core Optimisation

www.coreoptimisation.com caroline@coreoptimisation.com

Digital Signage

Focal Media

www.focalmedia.com keith@focalmedia.com

Digital Signage Stacked

www.stacked.ie david.moriarty@stacked.ie

Domain Name Registration IE

www.weare.ie registrations@weare.ie

www.studioforty9.com

Management Solutions www.timepoint.ie colin@timepoint.ie

www.dpd.ie sales@dpd.ie

Mystery Shopping, Crest Mystery Shopping Ireland Michele Cawley

Store Assessments www.crestireland.com michele@crestireland.com

Payment Solutions AIB Merchant Services Jonathan Mahon

www.aibms.com jonathan.mahon@aibms.com

Payroll Services AG Associates Angela O’Leary

www.agassociates.ie angela@agassociates.ie

Payroll Services Paycheck Plus Ciaran McCormack

www.paycheckplus.ie Ciaran.mccormack@iris.co.uk

Personalised Retail Packaging Barry Packaging Eamonn Barry

www.barrypackaging.com eamonn@barrypackaging.com

Print, Packaging, Creative, Azure Communications

Marketing & Distribution www.azurecomm.ie jenny@azurecomm.ie

Recruitment Excel Recruitment Barry Whelan

www.seachange.ie paul.cummins@seachange-intl.com Security Services RFC Security Terry Conlon

www.rfc-security.ie Terry@rfc-security.ie

www.ddcshopfit.ie ashley@ddcshopfit.ie

and Retail Design Johnston Shopfitters ShaneBrennan

www.johnston-shopfitters.com sbrennan@johnston-shopfitters.com Andrew Johnston

ajohnston@johnston-shopfitters.com

and Retail Design Store Design

www.storedesign.ie d.mckeever@storedesign.ie Stocktaking Service Stocktaking.ie

www.stocktaking.ie

www.weareplanet.com Tom.sharkey@weareplanet.com