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Tailored Payment Solutions for Garden Centres
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PROFILES
Petmania
Managing Director Michael Tierney takes a fond look back at what makes his gifting so
Managing
Ireland’s largest homegrown insurer on over 50 years of supporting Irish businesses, farms, consumers, and communities
Welcome
Welcome to the third edition of the Retail Times in 2024.
Having reviewed the Q2 2024 Retail Industry Card Spend Report by AIB and AIB Merchant Services, we can see that retail sales continue to be in a challenging environment, with spending down 0.1% overall. From my perspective, a wet and poor spring season has continued into the summer. The weather plays such an important part in trade for Garden Centres and other members such as fashion and footwear.
It was great catching up with many of you at the Retail Retreat. What a fantastic event with many thoughtprovoking speakers. A particular highlight was Aalok Shulka, who spoke on AI—it is mind-blowing what the future might hold with such technology. As a big rugby fan, Andy Farrell was also an excellent speaker. Having now accomplished a drawn test series in South Africa, you can see how he has developed a highperforming team.
Furthermore, I know Jean McCabe has been busy lobbying on our behalf over the recent months. Much work has been done to raise retailers’ concerns about Dublin City Council’s traffic changes. It was crucial that the importance of the car shopper was not forgotten about in our capital city. Jean also highlighted the significant increase in the cost of doing business, emphasising that no business can survive off grants. The potential abolition of sub-minimum wages and the upcoming pension auto-enrolment are further issues the team is working on. The team have also been working with the CCPC to find a more manageable middle ground for businesses to work within the confines of new legislation. Theft and antisocial behaviour continue to plague our industry and Retail Excellence continues to push the Government to increase funding to An Garda Síochána. I wholeheartedly thank them for advocating on our behalf.
Finally, I wish all the fellow Top100 members competing in this year’s AIBMS Retail Excellence Awards the very best of luck. It is a great process and always provides ideas to improve your business. I look forward to celebrating with many of you in Galway in November.
Kind Regards,
Fergal Doyle Chairperson of Retail Excellence Ireland
Editor Jennifer McShane
Retail Excellence Editor
Keelan Bourke
Editorial Assistant
Amy McGlynn
Creative Director
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
Published by Ashville Media Group on behalf of Retail Excellence www.ashville.com
All 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 Appears at Oireachtas Enterprise Committee
Jean McCabe, CEO of Retail Excellence, recently appeared at an Oireachtas Enterprise Committee on the matter of sub-minimum wages. She argued that abolishing sub-minimum wages would lead to greater youth unemployment as there would not be as many job opportunities due to higher wages.
Coffee Angel and Dunsany Estate agrees Landmark Irish Biodiversity Deal
Coffeeangel has made a groundbreaking agreement with the Dunsany Estate in Co. Meath and Irish clean-tech company Bionua. Coffeeangel will invest 5% of its profits over five years to purchase biodiversity credits. This marks the first such deal in Ireland and the second in Europe.
Re-turn Reports Average of 3m Containers Returned Daily In June Re-turn,
the operator of Ireland’s Deposit Return Scheme (DRS), has announced that 90 million containers were returned in the month of June, with the scheme now averaging three million returns per day. This is the fifth consecutive month that the number of returns has grown, far surpassing May’s figure of 78 million. As of 2 July, the cumulative number of containers returned through the scheme has surpassed 250 million.
Kavanagh’s SuperValu Donegal Town Re-opens after €2.5m Investment
The store, which re-opened last month, currently employs 60 people and promises an enhanced shopping experience with freshly baked bread from their in-store Bakery, new grab-and-go deli options, and expanded ranges including Donnybrook Fair, SuperValu Kitchen Range, premium Italian and eastern European foods, and The Happy Pear. Plus, an extended selection of eco-friendly products, and new Italian pasta, meats, and sauces.
Midlands
Led by the Broadband/Digital Officers of Laois County Council, Offaly County Council, Longford County Council, and Westmeath County Council, the Midlands Digitisation project took home the Digital Education Award and the Overall Award at the event in the Sheraton Athlone Hotel. The project saw initiatives taking place in schools and communities across the region, working together to develop future skills for young people through programmes such as VEX Robotics, Microsoft Ireland Dream Space and many more.
Upgrades & Openings ... Online Updates
EU plan to impose import duty on cheap goods could dent Shein and Temu
The EU is moving forward with plans to impose customs duty on cheap goods in a shift that could hit imports from online retailers and harm a hoped-for London listing by the fast-fashion seller Shein. The potential change comes amid growing disquiet among retailers based in mainland Europe, the UK, and the US about rising competition from the Chineselinked marketplaces Shein and Temu. These marketplaces exploit a loophole that excludes low-value items from import duty.
Independent UK retailers claim £1bn damages against Amazon
Independent UK retailers have launched the biggest ever retail class action with a £1bn claim for damages against Amazon, which they allege has been pushing them out of its online marketplace. The claim, brought by about 35,000 sellers and headed by the British Independent Retailers Association (Bira), asserts that between October 2015 and the present day, Amazon used non-public data belonging to the retailers to inform the launch of its own rival products.
Sportswear giant On transforms Supply Chain with AI and Drones
On has joined forces with tech firm Verity to transform its warehouse operations with AI and robotics. Fully autonomous drones are being used in the brand’s warehouses to enable full operational visibility via smart, real-time inventory tracking, minimising stockouts, misplacements, and shrinkage across its supply chain. The activewear company says this ensured flawless order fulfilment for its retail and e-commerce.
1 ShuzGroup Opens 24th Store in Bray, Co. Wicklow
ShuzGroup is proud to have opened its newest SKECHERS store in Bray Central, Co. Wicklow. It is joined by the newly opened Penny store, as well as fellow Retail Excellence members Butlers Chocolates and Holland & Barrett.
2 Maxi Zoo Ireland Opens 9th Dublin Store
Maxi Zoo, Ireland’s largest speciality pet retailer, opened its ninth store in Dublin at Nutgrove Shopping Centre, bringing its total number of outlets in Ireland to 33. Since its establishment in 2006, Maxi Zoo has expanded to 16 counties, offering over 8,000 products for pet owners. The Nutgrove store will add nine staff members to Maxi Zoo’s workforce, which now totals over 350 employees in Ireland, with 98 across Dublin stores.
3 Tirlan Reopens Monasterevin Flagship Store
Tirlán recently celebrated the re-opening of their newly extended Monasterevin CountryLife Store and Garden Centre, the latest addition to their multimillion euro investment program and their largest development to date. Senan Foley, Head of Retail at Tirlán said: “This significant investment underscores our unwavering commitment to support our local communities. It also highlights the dedication of Keith Hosey and the entire team at Monasterevin.”
Charity Updates
Congratulations to team Applegreen, who this past weekend raised an amazing €100,500 for their charity partner Barretstown. 51 amazing Applegreen colleagues undertook the Barretstown Cycle Challenge, cycling a staggering 300km from Cork City to Barretstown, Co. Kildare. Since January 2023, Barretstown has been Applegreen’s charity partner, including the money raised through the Cycle Challenge, Applegreen has raised over €1.2m for Barretstown.
Maxol has launched a fundraising campaign inviting the public to turn scents into cents to raise funds for the Irish Guide Dogs for the Blind. With each guide and assistance dog costing €53,000 during its training and working lifetime, Maxol’s PAWsome Fresheners will raise funds by selling puppy-shaped car air fresheners. Maxol Group CEO, Brian Donaldson said that his appreciation for the lifechanging impact of guide dogs deepened after meeting with a guide dog user. He said he saw first-hand how these highly trained and intuitive dogs provide confidence and independence to individuals.
RETAIL RETREAT ROUNDUP
Another fantastic Retail Retreat in association with AIB Merchant Services has come and gone! Over 200 retailers, 50 suppliers and 20 influential speakers discussed the future of the retail sector at the annual event. They shared invaluble insights and practical strategies for navigating the evolving retail landscape
Social Media Strategy
Michael Corcoran, founder of Frankly, discussed the importance of a cohesive social media strategy. Drawing from his experience at Ryanair, Corcoran outlined how a well-defined strategy can enhance brand impressions and awareness. He urged attendees to consider their brand’s uniqueness, competitor actions, customer pain points and the social media landscape as it continues to shift.
Transforming Physical Retail
Richard Fisher, Retail Design Manager at Holland & Barrett, emphasised the critical role of physical retail in the economy. He shared Holland & Barrett’s journey so far, focusing on upgrading their stores. Fisher highlighted the importance of display tables to capture attention, strategic lighting to emphasise key products, and storytelling through pointof-sale materials. He also stressed the value of investing in back-of-house facilities to boost team morale. Holland & Barrett’s new kiosk format at the Jervis Shopping Centre marks an intriguing shift towards convenience-focused retailing.
Telling Your Story
Laura Riches, co-founder of Laylo and Maeve Dennehy, founder of Love Cherish, highlighted the power of storytelling in business growth. They advised retailers to build their brand’s face online and stay consistently active on social media.
Key Metrics for Online Growth
Ian Hammersley shared essential metrics for growing an online presence. He explained how to scale monthly sessions, conversion rates, and average order values to reach revenue targets, including cost projections. Hammersley highlighted six key strategies to improve these metrics, such as enhancing website credibility through reviews and testimonials.
Enhancing Online Clienteling
Ger Keohane, Director at Studioforty9, presented the importance of clienteling online. He stressed the need for retailers to encourage customers to set up accounts and join ‘VIP’ clubs for additional benefits and better customer tracking.
ESG in Retail
Maeve McNamara of Boots Ireland emphasised the importance of ESG (Environment, Social, and Governance) in retail. She advised retailers to evaluate their community impact, supply chain sustainability, workplace health and safety, and governance policies to support a healthier community and environment.
The Power of AI in Retail
Aalok Shulka of Implement AI showcased the transformative power of AI in retail. He shared real-life examples of AI assisting customer service with human-like responses. He also discussed internal AI applications for team efficiency and external applications for customer experience enhancement, providing practical implementation tips.
Leading High Performers
The event’s star attraction, Andy Farrell, Head Coach of IRFU, shared insights on leading high-performing teams. He stressed the importance of allowing team autonomy, the value of quality downtime, and the necessity of open communication. Farrell’s approach emphasises building team confidence through support and honest dialogue.
A ONE-STOP SHOP
Dundrum Town Centre continues to thrive as a bustling retail hub with a unique blend of shopping, dining, and leisure activities. Senior General Manager Don Nugent, highlights the hard work going on behind the scenes
Don agrees that destination shopping is more important than ever postpandemic. Dundrum has consistently focused on this as shopping habits changed, from introducing new retail tenants - to revamping stores and improving accessibility. Already halfway through the year, the Dundrum team is in full swing at this important point.
“Mid-year is a critical planning period for us,” he says. “We use this time to strategise for the upcoming busy quarters, improve our o erings, and make sure we’re focusing on things like our family and leisure experiences.”
Dundrum is known for its dynamic mix of retail tenets as Don calls them. “We aim to bring a mix of di erent brands with points of di erence to Dundrum Town Centre. From H&M to Harvey Nichols and Penneys. Introducing a mix of brands with many price points and o erings continues to be the aim. This year, we’ve welcomed Space NK and Mango. Both have brought something new, and the customer response has been very positive so far.”
In addition to bringing in new brands, Dundrum encourages its retailers to upgrade their stores. “Last year, our
tenants invested about €25 million in store upgrades. When you see that kind of investment, it’s an encouraging sign, especially in what is a di cult time for the retail market. Customers are cautious but they will respond to newness as well.”
Much to Do
Dundrum Town Centre prides itself on o ering more than just shopping. “Our goal is to create a true town centre experience,” he explains. “We o er a wide range of leisure activities, from our theatre and cinema to the adult education centres and medical centre. We’ve also recently just announced that Lane7, a boutique bowling and entertainment destination will open in Pembroke Square in December of this year which will not only support the after-hours economy but will also form part of the transformation of Pembroke Square. This means with cultural events such as Fundrum; art installations, live music gigs and sporting showcases, Pembroke Square will be a 24/ 7 cultural hub.”
“They’re all things that make us a town centre in the true sense of the word, which is why that name was very important – we want to o er something for everyone. So we focus on various experiences, such as dining, entertainment, and activities like mini-golf,” Don continues.
There’s no question the pandemic has signi cantly impacted the retail industry, but Dundrum has done its best to adapt. “Thankfully, the Irish customer is still a very social animal. We like to get out, to meet friends. But the reality is that online shopping is a fact of life. And we embrace that. We’ve never seen online as the enemy, we just see it as another
way for people to purchase. We know the majority of customers like a combination of both. It’s all about the customer and making sure they have an enjoyable and memorable experience every time they visit us.”
Points of Focus
Sustainability is another core area for the centre. “We’ve made signi cant strides in reducing our carbon footprint,” Don proudly states. “Our electricity consumption is down 30% compared to 2019, and our gas consumption has decreased by 77%. Our goal is to be gasfree within the next 12 months.” Dundrum has implemented various initiatives to achieve these reductions. “We’ve introduced technology-driven solutions like PIR-based relamping in our car parks, which resulted in a 34% reduction in carbon emissions,” he adds. “There is also 7 beehives on the roof of the Centre, with two fully trained beekeeper’s on site.”
Inclusivity and accessibility remain important and Don says they continue to grow in this way by directly listening to the needs and asks of their customers. “A lot of people tell us they enjoy the centre and in particular, some of the things we’ve introduced like the private parents’ feeding room, and we’ve invested in facilities like a fully equipped changing room for individuals with various degrees of disability, that includes a hoist. We don’t shout about these a lot, but they are there for somebody who needs them. I think that’s an important part of the approach that we take”.
“For example, we recently added noisereducing pads to chairs in our food court because a customer said the noise the chairs make when you stand up from them was so o -putting. They said after they couldn’t believe. we took on board their suggestion!”
Don remains optimistic about the future, despite the Cost of Living Crisis. “Retail is challenging, but we’ve managed to maintain our footfall and sales levels by focusing on what our customers want. And, at the same time, we’re realistic about the marketplace – the retail landscape is tough. But our experience is that because of the things we’ve done, we’ve managed to maintain our footfall. More importantly, we’ve managed to maintain our sales levels. Categories like menswear and children’s wear are performing well, and even though people are holding onto their savings, things are steady, which is what we want to see.”
PARCEL PERFECTION
Martin Kennedy, Logistics Manager at DPD, shares insights into their new fulfilment services and how they are poised to compete with giants like Amazon
When it comes to o ering retailers and customers a seamless, e cient experience, DPD’s new ful lment service is designed to do exactly that. It aims to simplify the logistics process for retailers, enhancing their ability to meet customer demands as quickly as possible. “We integrate the retailer’s sales platform, whether an e-commerce site or an ERP system, with DPD’s system. When a customer places an order, it is immediately re ected in our system, prompting real-time dispatches,” Martin explains. Orders can be picked up until midnight, ensuring next-morning delivery. This rapid turnaround is facilitated by their advanced ful lment centre in Athlone, strategically bolted onto the DPD sortation hall, enabling swift and seamless order processing.
Competitive Edge = Happy
Customers
Martin highlights that this capability provides DPD with a signi cant
competitive advantage. “The immediacy of our service means that customers can place orders late in the evening and still receive them the next morning. This level of service is something that even Amazon struggles to match consistently,” he says. By o ering such a robust ful lment option, DPD not only enhances its competitive edge but, he agrees, it also empowers its customers to be more competitive in their own
markets. Because for DPD, customers – and happy customers – are what it’s all about.
One of the key aspects of DPD’s service is its customer-centric approach. By allowing retailers to store their products in DPD’s ful lment centres, they free up valuable space and time. This service is particularly bene cial for retailers who handle high orders and need a reliable partner to manage their logistics e ciently. This he adds isn’t as easy as it sounds to get right. “We do all the picking and packing and deliver orders out the door. We also hold stock on behalf of the retailer, giving the retailer back space and time.”
Rapid Returns
DPD’s ful lment service also includes a returns process with pick-up points in every town in the country. Items returned by customers are carefully inspected and, if necessary, repackaged. Dealing with returns can
be challenging and he explains that to come up with solutions, he talks to the customer so they can streamline processes smoothly. “With returns, we put the return back into stock, and the next time the product is ordered, the return is picked up next and dispatched. We’re always looking to improve our service and grow with our customers – and this is one example of how we do that.”
He acknowledges that one of the biggest challenges is gaining the trust of new customers. “For many retailers, handing their products to a third-party ful lment centre can be daunting.” The company has implemented measures to streamline its services and reduce costs, making it more attractive for businesses to partner with them without breaking the bank. “We want our customers to grow with us, which could mean looking at cheaper rates, depending on how many parcels need dispatching etc. It’s incentives like this we feel encourage people and
businesses to work with us.”
The COVID-19 pandemic has signi cantly altered the retail landscape. Martin adds that while the pandemic brought unprecedented levels of online shopping, these new habits have persisted. “Post-pandemic, we’ve seen steady growth in demand for our ful lment services. This highlights the importance of having a reliable logistics partner capable of handling high volumes of online orders,” he explains.
Future Prospects
Looking ahead, DPD is focused on expanding its ful lment services and continuously improving its processes. By listening to customer feedback and adapting to their needs, DPD aims to remain at the forefront of the logistics industry. “This customerrst approach not only helps to retain existing clients but also attracts new businesses,” he continues, adding that DPD is exploring ways to make their services more accessible to smaller
As Martin aptly puts it, “We’re not just o ering a service; we’re o ering peace of mind.”
Email: martin.kennedy@dpd.ie
Tel: 087 912 6010
The immediacy of our service means that customers can place orders late in the evening and still receive them the next morning. This level of service is something that even Amazon struggles to match consistently.” businesses. “By o ering competitive rates and streamlining processes, we aim to support businesses at every stage of their growth.”
We ask the managers of This Is Knit and Intersport Elverys what makes them tick in and out of a retail setting
MAUREEN LEWIS, RETAIL MANAGER, THIS IS KNIT
What is your favourite retail store?
Apart from This Is Knit, where I work, I would choose Article, also based in the Powerscourt Centre. Article is a feast for the eyes and senses. It is a beautifully curated and considered gift shop that never disappoints. It has a gift for every occasion, and they have achieved a beautiful natural calmness in their store.
What was your last purchase?
A beautiful white (Annabelle) hydrangea for the garden. By next summer she will be owering beautifully and happily.
What is one thing you were involved in that had a positive effect on your business?
This is a tough question to answer, we all work very much as a team in This Is Knit. While we all have our roles and specialities, it’s very much working together for the customers and their experience both in-store and online. However, if I have to choose one thing, I would hope that I have maintained the warm, welcoming and inclusive environment that Jacqui and Lisa created when they established This Is Knit 18 years ago. As a former customer, I always enjoyed popping in for my yarn and getting advice and inspiration.
How do you achieve work-life balance?
Working in This Is Knit is a little di erent because not only do we sell yarn but all of us working there love yarn and we all knit or crochet or weave (or sometimes a little of all of those). So when I have time a little knitting, gardening or reading gives me the space to relax. I’m also very lucky because I live beside the coast and I nd the sound and beauty of the sea a great balance to any busy, stressful day.
What’s on your bucket list?
My short-term bucket list item is to achieve my rst crop of home-grown potatoes. So far, this is all looking good (despite the foxes’ best e orts to get too involved with my planting), but the proof will be in the next few weeks! My longerterm bucket list item is to visit Verona and attend the open-air opera. Every year, I think about it, and then the tickets get sold out, but maybe next year!
What advice would you give anyone starting out in retail?
My advice would be to nd an area of retail that you are interested in and passionate about. To enjoy the customer and appreciate that they are choosing you and your shop. To remember that your interaction with them, however small, may be theirs or your most important interaction of the day.
What is your greatest retail achievement?
Being o ered the role of Retail Manager in This Is Knit and leading a team that earned a place in the Top 100 Finalists in the REI Awards in 2023
What is the greatest challenge your business faces?
Currently, it’s space! Especially as we move into the colder months of the year: the yarn gets chunkier and our stock room starts to burst at the seams. We often joke that we’re playing a very woolly game of Tetris and it can be quite competitive at times! Thankfully we have plans to take an extra o -site storage unit later this year and that should help to take the pressure o .
BEN CALLANAN, STORE MANAGER, THURLES SHOPPING CENTRE, INTERSPORT ELVERYS
What is your favourite retail store and why?
Nike concept stores’ minimalistic approach to VM and oor layout, as well as their o ering of highquality sports products, make it easy for customer navigation. They cater to fashion and function, which is called out in their stores with interactive signage. They always have well-trained sta who are knowledgeable in their eld.
What is one thing you were involved in that had a positive effect on your business?
Creating a highly structured but
enjoyable environment for my sta to work in. Having daily team talks and assigning sta individual work zones creates a better customer experience. This has led to store KPIs and individual sta KPIs improving as a result. Sta have said that they like the level of detail and structure we use daily, which helps them to make their jobs easier and more e cient.
How do you achieve a work-life balance?
Where possible, I try to leave work at work and not take it home, however, as a store manager it’s easier said than done! I do take the same day o each week and doing this allows me to make plans with my family.
What’s on your ‘bucket list’?
In my personal life, my wife and I want to take our little girl on a safari to Africa, so that’s top of the bucket list. In terms of business, I want to return to education to further my skills.
What is the greatest challenge currently facing your business?
From my store’s point of view, our biggest challenge right now is space. Being located in a shopping centre limits our space, so we have to carry certain stock packs in-store…. If we had more space, that would help us grow our store even more, so this is a challenge.
What advice would you give anyone starting out in retail?
My advice would be to work hard. Being passionate about the products you’re selling or having an interest in the type of retail you want to go into will make it easier. Don’t be afraid to make mistakes, as there is no better way of learning. Don’t be afraid to ask questions, whether that be fellow sta or management. I love it when sta ask questions.
What is your greatest retail achievement?
My greatest retail achievement is being the store manager of a brandnew Intersport concept store, which opened in 2019. Another achievement was last year being the only Intersport Elverys to make the top 100 of the REI awards, which was a nice personal one.
AI vs Human
In today’s fast-paced retail environment, the battle between AI and human customer service is often framed as an either-or scenario. But
Aislinn Lea, Director of Fashion and Non-Food Retail at Excel Recruitment says the real magic happens when these two forces work in tandem
The rise of AI
Arti cial intelligence, with its ability to mimic human cognitive processes, has revolutionised the retail industry. AI systems can handle large volumes of data quickly and e ciently, providing rapid responses to routine customer queries and identifying patterns that might go unnoticed by human agents. Tools like AI chatbots and virtual assistants are already a staple in many retail businesses, o ering 24/7 support and consistent, accurate answers to frequently asked questions. Implementing self-checkout tills is a clear example of how automation can change the retail landscape. Designed to improve e ciency and reduce costs, self-checkout systems allow customers to scan and bag their own items, supposedly speeding up the shopping process. However, this technology often falls short of expectations where shoppers frequently encounter malfunctioning machines that require human assistance, leading to frustration and longer wait times.
Is human touch replaceable?
Despite AI’s impressive capabilities, human intelligence brings something that AI cannot replicate, such as empathy, critical thinking, and nuanced judgment. These qualities are crucial when dealing with complex customer issues that require a deeper understanding and a personal touch. Take, for example, a high-end fashion boutique. A customer walks in looking for the perfect out t for a special occasion but is unsure where to start. An AI might provide suggestions based on previous purchases or current trends, but it cannot match the personalised experience o ered by a seasoned sales associate. The human agent can read the customer’s body language, ask probing questions, and o er heartfelt advice, creating a shopping experience that feels both unique and memorable.
The challenges of AI
AI chatbots can signi cantly enhance customer service but can be frustrating if not well-trained. “AI is only as good as its training model,” Aislinn emphasises. Executives must align AI investments with customer needs, understand online enquiry preferences and balance selfcheckout versus traditional interactions. Retailers face a trade-o between self-checkout cost savings and the need for customer interaction and theft prevention. The true advantage lies in freeing sta from tills to assist customers directly on the oor, creating a more humanised approach. As AI models improve with human guidance, customer experiences will continue to enhance.
Striking
the right balance
The key to successful customer service in the retail industry lies in nding the perfect balance between AI and employees. AI excels in handling highvolume, routine tasks with speed and precision, allowing human agents to focus on customer service’s intricate, emotionally charged aspects. When AI is used correctly, it allows employees to provide a level of service that is both e cient and deeply personalised. The
goal is not to replace humans with AI but to empower them to deliver an even better customer experience. As the retail industry evolves, AI and human intelligence collaboration will become increasingly important. Businesses that embrace this partnership will be better equipped to meet the diverse needs of their customers, o ering a seamless blend of e ciency and personalised assistance. While AI has undoubtedly trans-formed the landscape of traditional customer service, the human touch remains irreplaceable. The best outcomes are achieved not by choosing between AI and humans, but by combining their strengths to create something truly remarkable.
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
recruitment
Aislinn Lea, Director of Non-Food and Fashion Retail at Excel Recruitment
A Purrfect Redesign
With this carefully considered revamp, they want to pass insight to retailers across all sectors. This includes the importance of customer research and understanding their needs and expectations through surveys and interviews, and the prioritisation of the in-store experience with easy navigation and product discovery. Customers like to be immersed in the environment,
so using dedicated zones to cater to speci c needs and technology to enhance their journey, from click-andcollect options to interactive displays will play a big part in this.
Petmania’s redesign isn’t just about aesthetics; it’s a strategic makeover driven by customer insights. Dublinbased design team TapCreative conducted extensive research, including surveys and interviews, to
understand what pet owners really want. The result? A store that truly meets the needs of both pets and their owners.
The new design uses a minimalist material palette and the brand’s signature colours to create a premium feel. This thoughtful approach de nes distinct zones within the store and enhances the overall shopping experience.
Petmania, one of Ireland’s top pet retailers, is raising the bar for pet care shopping with a fresh new store design that’s all about enhancing the customer experience
Petmania’s redesign isn’t just about aesthetics; it’s a strategic makeover driven by customer insights.
More Than A Store
Their revamped stores are designed to o er more than just products — they provide a holistic shopping experience. The wellness section is now dedicated to health and nutrition, complete with informative displays to help customers make the best choices for their pets. Natural and fresh treat displays add to the appeal, ensuring pet owners nd exactly what they need to keep their furry friends healthy and happy.
They also feature speci c areas for grooming and training. Customers can relax in a comfortable waiting area while their pets are pampered or participate in training classes in this dedicated space. Educational signage throughout the store helps customers learn more about pet care, adoption, and donation programs.
Additionally, the stores feature adaptable displays that change with the seasons and promotions, keeping the shopping experience fresh and engaging.
Petmania’s transformation turns its stores into destinations where pet owners can learn and connect, and be part of a vibrant pet community. This innovative approach demonstrates their commitment to creating exceptional experiences for both pets and their people. The new store design sets a high standard for the pet retail industry, showcasing how a focus on customer experience and strategic design can create a truly exceptional shopping environment.
To discover more about this project, visit www.tapcreative.ie /work
GOING GREEN
With sustainability reporting now mandatory, we speak to Boots, and Ashford Castle about their policies, strategies and the impact staying sustainable has on business
MAEVE MCNAMARA, ENVIRONMENT, SOCIAL, AND GOVERNANCE MANAGER AT BOOTS IRELAND
Describe your role at Boots
My role is to develop and implement a comprehensive strategy that embodies our commitment to caring for our community and the planet. Our ESG (Environment Social & Governance) strategy is built upon four key pillars: Healthy Planet, Healthy and Inclusive Workplace, Community and Sustainable Marketplace. My job is to bring
these pillars to life, making a measurable di erence in each area. This involves collaborating with various stakeholders, setting, and achieving sustainability goals, with a culture of accountability and transparency across the organisation.
What are you doing now in terms of sustainability, and how much is it part of your core retail strategy? At Boots, sustainability is at the heart of our retail strategy, and we are committed to making a positive impact on our customers and the community through our four ESG pillars. Through our partnership with the Irish Cancer Society, we provide critical support through our long-standing fundraising e orts for the Night Nursing Service. Our pharmacists and beauty advisors are trained in Irish Cancer Society patient modules, enabling them to assist customers living with cancer to help them feel like themselves again. We’re proud to work with Dublin Pride Festival where our colleagues and their loved ones march to support our LGBTQ+ customers and team members. Signi cant steps have been taken to upgrade our stores to LED lighting, resulting in substantial energy savings.
Additionally, we’ve introduced Ireland’s only reward-based recycling scheme, Recycle at Boots.
Are you prepared to report on your sustainability?
We already publish yearly reports on non- nancial data, which can be accessed publically. We recognise that upcoming regulations, such as the Corporate Sustainability Reporting Directive (CSRD) and the Deforestation Regulations, will introduce further data-gathering requirements. We are prepared to meet these new standards, ensuring our reporting remains comprehensive and transparent.
What are your long-term sustainability goals?
Our long-term sustainability goals are focused on reducing our carbon footprint and helping our customers do the same. We will support our customers in making sustainable choices through reward-based recycling schemes and eco-friendly product o erings. We will actively promote social equity by engaging in community partnerships and initiatives that support health and well-being, and we will always foster a diverse and inclusive workplace where every employee feels valued and empowered.
DERVLA GOLDEN, HEAD OF RETAIL AT ASHFORD CASTLE
Describe your role at Ashford Castle I am responsible for two retail outlets, the online shop, and 18 sta . The Boutique at Ashford Castle is located within the castle itself and o ers highend products from Irish designers. The second outlet, Mrs. Teas, is situated on the castle grounds and o ers various Irish-made gifts and designs. My responsibilities include sourcing, branding, and designing merchandise for the retail units and the online store.
What are you doing now in terms of sustainability, and how much is it part of your core retail strategy?
We are committed to our community and dedicated to social responsibility. Supporting local charities, conservation, preservation of nature, heritage and sustainable initiatives is at the heart of everything we do. As part of the Ashford Estate, we bene t enormously from a superbly dedicated sustainability team that hosts monthly meetings open to all team members. Our main sustainability goal for 2023 was to eliminate single-use items from the operation. We added awnings to the outside terrace, allowing guests to ‘sit in’ in all weather, reducing the need for takeaway containers. By September 2023, we were able to eliminate disposable co ee cups. For example, we used 80,000 disposable co ee cups annually, which will now be replaced with reusable to-go cups. We have also eliminated 52,000 paper plates, 32,000 cutlery items, and 5,000 cold cups.
Are you prepared to report on your sustainability?
We are proud of the sustainability goals and measures we have taken since opening in 2015. These include our commitment to achieving Net Zero by 2050, measuring our waste, water, energy, and volunteer hours, with science-based results published annually. Mrs Tea’s operates on 100% renewable electricity and energy-e cient lighting. As Ireland’s
rst GeoGolf-certi ed course, we compost co ee waste and ensure all leftover food is used in the sta canteen or accommodation, avoiding waste. We prioritise local, plastic-free, cruelty-free suppliers who meet environmental standards. All our packaging is recyclable or compostable, and we’ve removed 50,000 plastic bottles annually by stocking only glass bottles.
Do you think sustainability has an impact on your operations?
The sustainability measures we have implemented have positively impacted our business. All members of Mrs. Tea’s team are part of the Sustainability team and receive sustainability training as part of their inductions. We are responsible for maintaining sustainability, reporting on our progress, and continually seeking improvement. As retailers, we should enforce our sustainability goals on our suppliers and hold them to high standards.
What are your long-term sustainability goals?
Our long-term sustainability goals include eliminating singleuse plastics, maintaining GEO (Golf Environment Organisation) certi cation, and fostering wildlife habitats throughout the estate. Striving for net zero emissions by 2050 remains our pinnacle, but small strides will help us reach our overall goals.
Enabling and empowering people, communities, and businesses across Ireland to thrive online.
Find out how to register a .ie domain:
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The Right Choice
Founded in 1976 as a wholesale and distribution business, Choice Stores has grown significantly. Managing Director Ken Fox reflects on the company’s journey and what lies ahead
The business began back in 1976 as a wholesale and distribution business solely,” explains Ken. However, in 2008, the company shifted its focus towards retail. Today, Choice Stores operates 10 locations across Greater Leinster and Cavan, with two distribution centres, employing over 300 sta across retail outlets, head o ce, and warehouse operations.
“Our brand has grown synonymous with o ering our customers the best service, value, and product range since its launch in 2006,” he says. The stores are known for their bright, attractive, and welcoming atmosphere, complemented by friendly and welltrained sta , ensuring a rst-class shopping experience.
“In 2015, the company rebranded to di erentiate itself from priceled competition, repositioning as a seasonal specialist with the tagline, ‘A Home for All Seasons.’” This move has been pivotal, he says, in establishing the company as a go-to destination for seasonal products such as Halloween, Christmas, Easter, and Back to School items.
Given the early success of their wholesale and distribution business, Choice Stores recently opened a new showroom in Ashbourne, showcasing a vast range of items sourced from around the world.
More to Choose From Choice Stores is continually evolving, with several exciting developments
underway. “Our buying teams are always looking to expand our product range and give our customers a di erentiated o ering in the market.” The company recently completed its online store, o ering over 5,000 products and a fully enhanced e-commerce experience.
One of the most exciting new developments is opening a new store in Waterford. “It’s our rst venture with Tesco,” Ken reveals. “We open our 12th store in Tesco Poleberry Waterford this autumn, featuring 25,000 products across 20 departments, with unbeatable o ers on seasonal, DIY, leisure, household, hardware, kitchenware, electrical,
furniture, gift & home, health & beauty, confectionery, pet care, toys, stationery, and much more.”
As a 100% Irish family-owned business, Choice Stores prides itself on o ering the best prices in household goods and seasonal items for over 45 years. “We value our customers’ trust and promise to deliver a rst-class shopping experience whenever you shop with us, whether in one of our 11 stores or online,” Ken continues. The company’s loyal and hardworking sta are always happy to go the extra mile to help customers select from their 25,000 products, providing excellent and friendly customer service.
Choice Stores is continually evolving, with several exciting developments underway.
Looking Ahead
The remainder of the year is packed with exciting changes in the seasonal ranges at Choice Stores. “With the end of the garden season, garden furniture and BBQs make way for the Back to School launch, followed by Halloween, and then our biggest ever Christmas range with plenty of new lights and trees.”
A signi cant focus will be setting up the 12th store in Tesco Poleberry Waterford. “The recruitment and training process is underway, orders are placed for xtures and ttings, and the merchandising team is being selected from across the 11 stores,” he continues. “The buyers are actively placing orders with long-established suppliers, and the three distribution centres are preparing for the avalanche of stock, working out the logistics at a busy time in the calendar for stock intake.”
Re ecting on the shifting landscape of retail post-COVID, Ken notes, “The pandemic accelerated existing trends in the retail industry. We felt the need to move quickly to establish a strong omnichannel presence. The gap between industry leaders and laggards has widened.”
The pandemic brought about signi cant changes in consumer behaviour, with value shopping becoming a priority due to cost of living increases. “Retailers like ourselves catering to the home improvement market, hobbies, garden, and health and beauty thrived and continue to thrive, particularly online,” Ken adds.
“We have adapted to the new normal by being agile with increased attention to our online business and a renewed focus on customer service.”
choicestores.ie
CONNECTING YOUR CASH PROCESSES
SIGN OF THE TIMES
In the ultra-fast-paced world of retail, staying ahead of the competition requires more than just having great products. Engaging customers, enhancing their shopping experience, and delivering dynamic, relevant information is crucial for success. One tool to help you stay one step ahead is Digital Signage – but there is more to it than just images and videos on a screen. By maximising the potential of digital signage, retailers can transform their spaces, captivate audiences, and drive sales like never before.
Captivate and Engage Customers
Digital signage o ers a visually appealing way to capture customer attention. Unlike static posters or banners, digital displays can showcase high-de nition videos, animations, and vibrant graphics that are hard to ignore. Imagine a customer walking into a store and immediately being greeted by a stunning video wall showcasing the latest fashion trends, seasonal promotions, or exclusive o ers. This immersive experience not only attracts customers but also keeps them engaged longer, increasing the likelihood of making a purchase.
Deliver Targeted Content
One of the most powerful aspects of digital signage is its ability to deliver targeted content. By leveraging data and analytics, retailers can display personalised messages tailored to speci c demographics, times of day, or weather conditions. For example, on a hot summer day, a digital sign could promote cold beverages and summer clothing, while on a chilly day, it could highlight hot drinks and warm apparel.
Promote Real-Time Updates and Offers
In the retail industry, timing is everything. Digital signage allows for real-time updates, ensuring customers are always aware of the latest o ers, discounts, and events. Unlike traditional signage, digital displays can be updated instantly
Investing in Retail Digital Signage? Keith Hanley, Account Director with Focal Media on How to Maximise Your Return on Investment
with just a few clicks. This exibility is particularly bene cial during busy shopping seasons or special events when retailers need to communicate rapidly changing information to their customers.
Foster Brand Loyalty
Building a strong brand connection with customers is essential for longterm success. Digital signage provides a platform to tell your brand story, showcase customer testimonials, and highlight community involvement. An example would be using window displays on a busy high street to reinforce your brand value, and in-store digital signage can highlight speci c category o ers, product reviews or new product information.
Analyse and Optimise Performance
Digital signage solutions often have builtin analytics tools that provide valuable insights into customer behaviour. Retailers can track which content is most engaging, what times of day see the highest interaction rates, and which promotions drive the most sales. This data is invaluable for optimising your marketing strategy, allowing you to continuously improve and adapt to changing customer preferences.
Conclusion
Maximising the potential of digital signage in a retail environment is not just about installing screens; it’s about creating a dynamic, engaging, and personalised shopping experience that resonates with customers. By leveraging digital signage’s capabilities to deliver targeted content, enhance navigation, promote reviews and demonstration videos, and analyse performance, retailers can signi cantly boost their competitive edge. Embrace the future of retail today with digital signage and watch your store transform into an interactive, customer-centric space that drives sales and builds lasting relationships.
A Guide to Clienteling
It’s more important than ever to use your retail nous to make a transformative impact on your ecommerce strategy. Today's customers are bombarded with choices and have high standards. To keep them loyal, you need a powerful strategy. But with endless options at customers’ fingertips, how do you win their hearts (and wallets) for good? Enter clienteling: a targeted approach to building lasting connections with your most important customers.
What is Clienteling?
The concept of clienteling is not new. Every good retailer has always had a list of VIP customers that they used to deliver tailored experiences. Clienteling is about moving from one-size-fits-all interactions to personalised experiences that cater to each customer's unique needs and preferences. By collecting, analysing, and using customer data, you can gain and benefit from valuable insights.
Strong customer relationships are the golden ticket, but intuition can only take you so far. Clienteling leverages technology to supercharge your efforts. Imagine software that analyses purchases, tracks preferences, and suggests personalised recommendations. This empowers you with data-driven insights, enabling exceptional service to be delivered that feels both genuine and informed.
Gone are the days of generic recommendations and marketing blasts. Today's consumers expect a tailored shopping experience. Clienteling allows you to use customer data to personalise interactions, product recommendations, and marketing messages. This can lead to increased customer satisfaction and loyalty.
Data is your most valuable asset. Clienteling allows you to analyse customer data to identify trends, understand customer preferences, and predict future needs. This data can be used to inform your marketing strategies, product offerings, and overall customer experience.
Building an emotional connection with your customers is essential for fostering loyalty. Clienteling allows you to create a positive and memorable customer experience that goes beyond simply selling products.
The 3 Key Customer Desires
When it comes to building customer loyalty, Irish retailers should keep these three key customer desires in mind:
1
Recognise Me: Customers want to feel valued and appreciated. Clienteling allows you to recognise your returning customers, greet them by name with a smile, and acknowledge their past purchases.
2
Reward Me: A well-designed loyalty program can be a powerful tool for motivating repeat business. However, rewards programs must go beyond just points and discounts to develop community and engagement. Consider how to brand your programme, thinking about offering exclusive benefits to your most loyal customers, such as early access to sales, personalised shopping experiences, or invitations to special events.
3
Show Me What I Want: Customers don't want to waste time browsing through irrelevant products. Clienteling allows you to use customer data to personalise product recommendations and marketing messages. This ensures that customers are seeing products that they are likely to be interested in.
Tips for Retailers
Ready to put clienteling into action?
1. Analyse scattered data to understand & personalise CX. 2. Empower staff with a full journey customer view. 3. Use tech for loyalty programs, data insights & personalised communication.
Clienteling: Know your customers, personalise experiences, and boost sales. It's retail's data-driven future with a human touch.
Louise Jennings StudioForty9
Tierneys Gifts turns 75 this year. From weddings to graduations, birthdays to anniversaries, they have been there for all of life’s special moments. Managing Director
Michael Tierney takes a fond look back at what makes his gifting so special
Unwrapping75 Years of Gifts
Managing Director Michael has seen it all in his 40-plus years in retail. In the early days, he started out at the College of Marketing in Dublin and cut his teeth at Brown Thomas on Grafton Street. Despite the challenges of the retail world and having spent so much of his career in the sector, Michael’s passion for it remains strong.
“In the last ve years we have invested a lot of time and energy into improving our website and have seen a big boost in online and corporate sales. Customers have responded positively to our live ‘stock feed’ we introduced this year,” Michael shares. “We’ve seen a big boost in online and corporate sales. We’ve poured over €30k into our website, and we expect it to pay o within 18 months. Now, with a live ‘stock feed’, customers can browse online and call us to reserve their favourite items. It’s like a modern ‘Golden Pages.’ We’ve also moved most of our marketing to social media and email. Next, we’re planning a loyalty program to reward our customers, using our 50k-strong database.”
The journey began with Michael’s father, Dick, who started the business in Dún Laoghaire. Back then, it was all about costume jewellery, crystal, china tableware, gurines, and toys. Tierneys quickly became one of the biggest Waterford Crystal stockists in the country, shipping up to 100 parcels a week to North America during peak times.
Michael’s Dad always talked about one of his most unforgettable moments, when Tierneys introduced the rst Santa in Dún Laoghaire. “Santa arrived on a horse and cart, drawing such huge crowds that the store had to close temporarily while the Gardaí managed the chaos!”
Over the years, he agrees they have had to adapt. They left the toy business behind when big retailers like Tesco
(then Quinnsworth) entered the market. Today, jewellery makes up over 35% of their business and is as pro table as ever. The return of cruise ship tourism to Dún Laoghaire has also brought back a steady stream of visitors.
He continues that Tierneys has survived and thrived through many changes, from tech advancements to the COVID-19 pandemic. “A gamechanger was the introduction of an EPOS system, which streamlined stock management and identi ed best-selling products. This has helped us improve margins every year for the past 15 years.”
However, it hasn’t all been smooth sailing. A few years ago, they made the tough call to close their stores in the Ilac Centre and Stephen’s Green Centre. The leases were up, and city centre tra c and construction disruptions made it clear it was time to focus elsewhere. It turned out to be the right move, as their locations in Blanchardstown Centre and Dún Laoghaire continue to do well, alongside their booming online business. Looking ahead, Michael remains positive about the future of retail, “Blanchardstown Centre has always been one of the busiest and best centres in the country and Dún Laoghaire Town Centre is set for a major makeover in 2024, thanks to a big investment by the County Council. This is great news and bodes well for the future of Tierneys,” he says.
tierneysgifts.com
FFBD STANDS FOR Furthering Business Dreams
DBFBD is Ireland’s largest homegrown insurer with over 50 years supporting Irish businesses, farms, consumers, and communities.
‘Support. It’s what we do’ is at the centre of everything we do FBD has always supported SMEs and their aim is to help small businesses make a big impact.
FBD recently demonstrated their support by launching an advertising campaign to support three small Retail businesses and
ÁIBHÉIL OF ADARE
In the beautiful village of Adare, located in a stunning historic building that was formally a blacksmith forge, you will find Aibheil of Adare. Today it is home to a bridal boutique and an array of wedding gowns from Europe’s finest bridal designers.
Áibhéil is ran by Ann Gilvarry whose expertise and advice are as much in demand as the dresses she stocks. Brides travel from all over Ireland off the back of word-of-mouth reviews from friends and family, just to have Ann find them ‘the one’. From the moment a bride selects her dress, it takes six months to be delivered. “We wouldn’t take in any dress that couldn’t be delivered at least two months before the wedding.
We do everything right the first time, and we have suppliers that have been loyal from the beginning.” Ann goes the extra mile with her service and although she doesn’t provide bridesmaids dresses, she keeps colour charts and recommendations on hand, so that brides can get a real sense of how everything would fit together on the day.
This exceptional service and attention to
give them the recognition and platform they deserve. Each business has benefited from an advertising package tailored to them and has been featured in their local areas to help drive their business.
The small businesses included are familyorientated, passionate and place a huge
focus on their customers. Each business owner represents the thriving business community from their respective parts of Ireland. From an online organic food delivery service, a convenience, and fuel store to a bridal boutique, let us introduce you to the retailers featured.
detail is what really sets Áibhéil of Adare apart.“ We also only take one bride at a time – they have the shop to themselves for their appointment, so it’s a private experience.”
The website is also a great resource for brides and is kept up to date with the
We take it very seriously that brides have trusted us with possibly the most important garment they’ll ever buy
most recent arrivals. “Many women have complimented us on this, as they know what they’re looking for when they arrive, and we have an idea of their preferred style.”
One of Ann’s favourite moments is when she sees a bride leaving the boutique with a smile on their face. “We take it very seriously that brides have trusted us with possibly the most important garment they’ll ever buy. I get pride out of doing things properly and well. So long as we can keep doing that, and brides are happy, I’m very happy.”
View the latest collection of wedding dresses available at Áibhéil of Adare or book your own private appointment at adarebridal.ie or call (061) 396 026.
MCKENNA’S LONDIS
Ciarán Mc Kenna’s family have been in retail for generations, starting with his grandparents who sold food and fuel back in the 1950’s in Monoghan.
Ciarán has proudly kept this family tradition alive and opened McKenna’s Londis Buncrana on the Inishowen Peninsula in Co Donegal in 2017.
Ciarán’s business is family run and great customer service and community at the heart of everything they do. This service doesn’t end when customers leave the store as Ciarán proudly invests in the local community by supporting local events and initiatives. “Everyone working here is local. We support local GAA clubs, local soccer clubs, and Tidy Towns. And we love our customers. From when they enter the store
to when they leave, we believe in making sure that everyone is greeted and thanked, and we appreciate their business.”
The strong connection with their local customers means Ciarán has been rewarded with a loyal customer base and the opportunity for expansion with Ciarán now about to open his third store. “We
GREEN EARTH ORGANICS
are a local business with local people, and we just try to provide a great shopping experience.”
If you are in Buncrana, stop by McKenna’s for a warm welcome and give them a follow on Facebook: Mc Kenna’s Buncrana
Kenneth Keavey is a third-generation farmer and the brains behind Green Earth Organics.
Kenneth has a background working in pharmaceuticals and although he has always had a passion for sustainability, he developed a deeper understanding of the importance of good health and clean food. Kenneth decided he wanted to work towards growing and promoting organic food that was safe and free from chemicals, so when his father decided he wanted to sell his farm, he and his wife took the opportunity to make their dream a reality.
Today Green Earth Organics has over 25 acres of organically certified land and works with a network of Irish Organic farmers buying in 20 different varieties of food. Kenneth also teaches apprentices sustainable farming methods, and he is proud when he sees many of them go off and start their own organic farms. Green Earth Organics has built up a large amount of trust with their customer base and benefits from a large amount of repeat business. By giving direct access to the public, Kenneth feels this helps promote the development of their market and enables farmers to receive a fair price for their produce.
Kenneth is passionate about people and planet and his business decisions are always made with sustainability in mind. “To help avoid waste, we’ve introduced
Scan the code to learn more about how FBD are supporting small businesses.
a ‘rescue box’. This contains items that may not meet our Class 1 standard. For example, there might be slight bruising but it’s still good enough to eat, people can get it at a really good price and save the produce from being wasted. We use no plastic in our packaging. We also donate surplus food to St Vincent de Paul.” With Kenneth’s values driving initiatives, it’s
no surprise that Green Earth Organics has won lots of awards for best practices, horticulture, and entrepreneurship. Most recently Green Earth Organics have been awarded ‘Local Food Hero’ at The Irish Restaurant Awards 2024. Place your order at greenearthorganics.ie
The Price Customer is Always Right?
Keith Watt, Head of Retail & Manufacturing, KPMG
In an era marked by rapid technological advancements and shifting consumer behaviours, Keith Watts, Partner & Head of Retail, KPMG, writes that Irish retailers must keenly understand and adapt to evolving shopping habits to remain competitive
Consumer Consciousness and Retail Experience
The Next Gen Retail Survey (Volume 6) reveals that Irish consumers are highly priceconscious but still expect good quality. Customer satisfaction and sustainability are increasingly important in reshaping the retail experience. Notably, over three in ve (61 per cent) consumers avoid brands engaging in shrink ation, where product size is reduced while the price remains the same or increases.
Prioritising
Customer Satisfaction
A signi cant portion of Irish adults (66 percent) believe retailers should focus more on customer satisfaction than on cost-cutting initiatives. About 58 percent prefer shopping at retailers who prioritise quality over cost-cutting, with half willing to pay more for such products. However, 47 percent feel that cost-cutting measures negatively impact their shopping experience and product variety.
The Uncertain Role of AI in Retail Irish shoppers remain uncertain about the role of AI in enhancing their
shopping experience. Only 18 per cent believe AI will improve their in-store experience, while 44 per cent feel they need to trust how retailers use AI to determine future shopping choices. A mere 32 per cent think AI will transform purchasing behaviours, and 27 per cent see the potential for AI to improve online shopping.
Price Sensitivity Amid Rising Costs
Most Irish consumers have adopted various cost-cutting strategies in response to the rising cost of living. Nearly two-thirds (64 per cent) are
cutting back on luxuries, and 63 per cent are reducing energy consumption at home. Over half (58 per cent) have cut down on socialising and entertainment expenses, and 53 per cent are buying more own-label products. Price (56 per cent) and quality (19 per cent) remain primary factors in shopping decisions, with discounts
in uencing over three-quarters (76 per cent) of shoppers.
Sustainability as a Key Driver
Sustainability is increasingly crucial for Irish consumers, with over twothirds (67 percent) expecting brands to o er more accessible and a ordable sustainable products. Nearly 60 percent
believe brands should provide more information about their sustainability e orts and take responsibility for reversing environmental damage. More than half (55 percent) think brands should educate consumers on the environmental impact of their purchases, and 37 percent prefer brands that practice the three R’s of sustainability: Repair, Reuse, and Repurpose.
Payment Preferences
The survey indicates that nearly two in ve Irish adults (39 percent) prefer using credit and debit cards, followed by 32 percent using cash. Mobile payments are favoured by 16 percent, and 10 percent use apps like Revolut.
Stable Shopping Habits
Consumer shopping habits have shown little change, with 87 percent still buying groceries in-store. Less than a third (29 percent) purchase clothes online more than in-store. Large shopping centres are preferred by 43 percent, followed by local shops (24 percent), with city centre shopping remaining unchanged at 16 percent.
Consistent Attitudes Toward Online Shopping
Preferences for physical stores remain strong, particularly among those over 55, who appreciate seeing and touching products before purchasing. Over half (51 percent) believe buying online is cheaper and easier, but only 31 percent expect to shop online more in the coming year. Almost 69 percent value reading online reviews before making a purchase. These insights underscore the necessity for Irish retailers to adapt swiftly to consumer preferences, balancing cost management with quality and sustainability, and leveraging technology to enhance the shopping experience. As the retail landscape evolves, staying attuned to these trends will be vital for sustained growth and success.
Read the latest volume of the KPMG Next Gen Survey in Full at: KPMG.ie/ retail
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.
Improving Workplace Relations
The Workplace Relations Commission (WRC) published its 2023 Annual Report in late May 2024. Tommy Smyth explains what retailers need to know
The WRC serves many functions, including:
• Providing basic information to employers and employees on Employment Law.
• Conducting employer workplace inspections to ensure legal compliance.
• Mediation and conciliation service to promote early resolution of workplace issues.
• Adjudication services to issue decisions or recommendations on legal disputes.
The two main areas for consideration in this article are the areas of Adjudication and Inspection.
Adjudication
In 2023, the WRC received 14,158 individual case applications from employees unhappy with an aspect of their relationship with their employer, an 11% increase from 2022.
The main areas of complaint include:
• 3,662 (26%) related to pay –similar to 2022.
• 1,875 (13%) related to unfair dismissal – a signi cant increase of 21% in comparison to 2022.
• 1,817 (13%) related to discrimination, equality, and equal status – remaining stable with 2022. Of these cases, 71% related to Employment Equality.
• 1,554 (11%) related to working time – a 6% increase compared to 2022.
• There was a 201% increase in
Tommy Smyth, Tom Smyth & Associates
cases taken under the Protected Disclosures Act 2014, the scope of which changed at the end of 2022. This remains an area of employment legislation that employers are under-prepared for, and readers should ensure that their internal policy and senior managers are trained in this area.
8,550 Adjudication hearings were o ered in 2023, of which 4,765 were concluded. It is reasonable to predict that for a sizeable number of those who did not make a hearing, the matter was settled between the parties before the hearing was required. The split between in-person hearings and remote hearings remained the same in 2023, with 70% of hearings taking place in person and 30% taking place remotely.
Adjudicators issued 2,951 decisions/ recommendations in 2023. 11% of these were appealed to the Labour Court. 54% of these appeals were upheld (176), 22% were varied (68),
23% were overturned (75), and the remainder were out of time. 45% of the decisions of the WRC Adjudicators that were appealed required some form of amendment or overturning by the Labour Court.
Disability and gender were the top grounds cited for referrals under the Employment Equality Acts 1998-2021. Other areas under this act that saw increases in cases taken were sexual orientation (135%) and race (64%).
There had been a spike in cases relating to age, particularly due to forced retirements. Several highpro le cases in the news perhaps reminded employers of the dangers associated with trying to enforce an unenforceable retirement clause, so case numbers dropped back by 66% in 2023.
WRC Adjudication cases are generally public hearings so interested members of the public and journalists can attend inperson or online hearings if they wish. Many cases are published online and in print and have a high ‘clickbait’ value as scrollers and readers are interested to see why an employee may have received a certain award of money.
Employers need to ensure that anyone with people management responsibilities are adequately trained to be able to lead their teams in an inspirational but also compliant manner!
Inspections
Throughout 2023, the WRC Inspectorate carried out 6,519 workplace inspection visits, with a particular focus on sectors including Fisheries, Road Transport, Construction, Agriculture, and those on the National Minimum Wage.
A total of 4,727 inspections were completed in the calendar year, providing for the recovery of €1.95m in unpaid wages.
As HR Consultants, we supported client and REI members through their inspections. The main areas for consideration (as has been consistent for some time) are:
• Ensure that all Contracts and Company Policies are up to date and re ect the abundant changes to employment legislation in recent times.
• Ensure employee working time is tracked either via a time management software where employees’ ‘clock’ in and out, or via paper records. Employers must be able to produce acceptable records showing start, nish, and break times.
• Ensure clear payslips for each pay
period with a proper breakdown of gross to Net wages are given.
• Ensure any relevant worker employed has an active work permit. If an employer does not, it is most likely any WRC inspector will hand the matter over to their legal department and there will be an immediate prosecution. There are some areas of the law (e.g. certain contract updates) where some grace period to make improvements may be a orded. That will not happen when it comes to employing workers who legally cannot work!
• Ensure a register of any under-18year-old workers is up to date and ready for inspection at any time. Remember that any employee under 18 has speci c restrictions on their work practices, including maximum hours, rest breaks, and the time they nish at night.
• Ensure that public holidays are calculated and paid correctly. While it is a long story, remember that the WRC has changed the way it enforces public holiday payments during inspections in
recent years. There is no ‘5’ or ‘13’ week rule for the vast majority of retail employees. I
• As we write this in Summer 2024, the WRC hearings and inspections are following similar trends this year. Inspectors are active throughout the summer in the areas of retail and hospitality, with a big focus on student/ Summer workers, and an ongoing review of work permits to ensure that anyone working is indeed legally entitled to them.
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
Audit, Tax, Advisory KPMG Claire Davey
& Consulting Services www.kpmg.ie claire.davey@kpmg.ie
Boost Mobile Signal Instore Stella Doradus
James Browne
www.stelladoradus.com sales@stelladoradus.com
Branding & Retail Design TapCreative Niamh Higgins
www.tapcreative.ie niamh@tapcreative.ie
Broadcast Media Sky Media Ireland AJ Crinion
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 Paul Cahill
www.gsls.ie pcahill@gsls.ie
Consumer Market
Customer Perceptions & Optimum Results Emma Harte
Research & Training www.customerperceptions.ie emma.harte@customerperceptions.ie
Customised Paper Cups CupPrint Terry Fox
www.cupprint.com sales.ireland@cupprint.com
Digital Marketing Agency Core Optimisation Caroline Dunlea
www.coreoptimisation.com caroline@coreoptimisation.com
Digital Signage Focal Media
www.focalmedia.com keith@focalmedia.com
Digital Signage Stacked David Moriarty
www.stacked.ie david.moriarty@stacked.ie
Name Registration IE
Services
www.weare.ie registrations@weare.ie E-commerce AI Technology Shopbox AI Alan Gormley
www.shopbox.ai alan.gormley@shopbox.ai
E-commerce Agency StudioForty9 Ger Keohane
www.studioforty9.com ger@studioforty9.com
E-commerce Agency Ireland Website Design Nick Butler
www.irelandwebsitedesign.com nick@irelandwebsitedesign.com
Electronic Security Solutions Convergint Stephen Carbery
www.convergint.com stephen.carbery@convergint.com
Employee Workforce Timepoint Colin Ryan
Management Solutions www.timepoint.ie colin@timepoint.ie
Energy Advisory Service Sustainable Energy Authority of Ireland Sara Norris
www.seai.ie sara.norris@seai.ie
Print, Packaging, Creative, Azure Communications
Marketing & Distribution www.azurecomm.ie jenny@azurecomm.ie Recruitment Excel Recruitment
www.excelrecruitment.ie barry@excelrecruitment.com
Retail Shopper Insights VisionR Shane O’Sullivan
& Analytics www.visionr.com shane.osullivan@visionr.com
Risk Management Solutions Seachange
www.seachange.ie paul.cummins@seachange-intl.com
Security Services RFC Security Terry Conlon
www.rfc-security.ie Terry@rfc-security.ie
Shopfitting and Retail Design DDC Group
www.ddcshopfit.ie ashley@ddcshopfit.ie Shopfitting and Retail Design Johnston Shopfitters ShaneBrennan
www.johnston-shopfitters.com sbrennan@johnston-shopfitters.com Andrew Johnston
ajohnston@johnston-shopfitters.com
Shopfitting and Retail Design Store Design Declan McKeever
www.storedesign.ie d.mckeever@storedesign.ie
Stocktaking Service Stocktaking.ie Sharon Kelly
www.stocktaking.ie sharonk@stocktaking.ie
Tax Free Shopping Provider Planet Tom Sharkey
www.weareplanet.com Tom.sharkey@weareplanet.com
