Retail Times Q3 2023 by Ashville Media Group

Q3 2023

BEATING THE

Christmas Rush How retailers are making the most of this key festive season

In This Issue Top managers on what they love in and out of a retail setting Big plans are brewing for Java Republic KPMG on how AI will change retail

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02/11/2023 10:58

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AUTUMN 4 0 Y R T 2023 DUS

IN TES UPDA

CONTENTS IN THIS ISSUE

IN THE SPOTLIGHT

Members give feedback at their first Member Council Session

ASK A MANAGER:

BEATING THE CHRISTMAS RUSH: Retailers tell us how they make the most of the vital festive period

What makes a Retail Manager tick? We find out

80 YEARS OF IKEA: The Swedish retailer celebrates eight decades in business

PROFILES

Convergint has 10 ways to keep your business secure

Helping retailers stay on top of the numbers

high-tech, new-look stores are setting eir apart

PARTNER PROFILE:

PERFECT VISION:

20 for Blacknight Solutions

PARTNER PROFILE: The big

AG ASSOCIATES: Why outsourcing payroll is crucial for retailers

EIR-RESISTABLE TRANSFORMATION:

E-COMMERCE REPORT:

An overview of how e-commerce is performing across Europe

BREW-TIFUL BEGINNINGS: Managing Director Jeffrey Long has big plans brewing for Java Republic

RETAIL TRANSFORMATION:

Positive Retail on the software innovation worth taking on board

REVITALISING CARRY OUT: Tap Creative on elevating off-licence retail for the next generation

REGULARS

E-COMMERCE CORNER

FINANCIAL ADVICE

HR ADVICE

.IE and REI on the numbers that reveal why more support is needed for online retailers

A Helping Hand? KPMG on how AI will change retail

Tommy Smyth on updates to the 2023 / 2024 Employment Law

WANT TO BE FEATURED IN OUR NEXT ISSUE? We want to hear from you! Email: editor@retailexcellence.ie

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Welcome

elcome to the third instalment of Retail Times in 2023. I’m thrilled to share I’ve taken on the role of Chairperson with Retail Excellence Ireland, succeeding Jean McCabe in this esteemed position. I’m eager to guide our member-driven organisation to new heights, ensuring that we remain the paramount voice for Irish retailers. I’m looking forward to working closely with Jean as she takes on her new role as interim CEO of Retail Excellence Ireland. Given she is a fellow retailer, I have no doubt she’ll make significant strides in her new capacity.

In recent months, REI has actively engaged with government, lobbying in advance of the budget to address and offset some of the challenges our sector faces including the high costs of energy and wages, and the needs of stretched consumers looking for better value. The budget unveiled certain supportive measures for Small to Medium enterprises, but it fell well short of mitigating the continued increase in the cost of doing business for retailers. As a collective, our proactive approach is essential in lobbying government and ensuring the continued vibrancy of the retail sector. The retail industry has indeed faced some turbulence in the latter half of this year. Insights from recent REI gatherings highlight diverse trading experiences across different retail sectors. Among the myriad challenges, a pressing concern is the upcoming rise in the minimum wage, which will prove particularly onerous for many retailers. The tight employment market, a surge in retail crime and competition from online retailers further complicate the operational landscape. These challenges underscore the increasing complexity and cost of doing business. Our commitment remains steadfast: to support, represent, and champion our members to ensure this sector remains part of the streetscape in the towns, cities, and villages around the country. This edition of Retail Times contains features on innovative store formats, profiles of our diverse members, and noteworthy partnerships. May it be a source of knowledge and inspiration as we approach the festive season. To those vying for the accolades at this year’s AIB Merchant Services Retail Excellence Awards, I send my best wishes. Mark the 11th of November on your calendars – it promises to be a memorable night in Galway, particularly as we celebrate 25 years since the awards’ inception. In closing, I look forward to engaging with many of you at the forthcoming REI events. Do remember, whether it’s the team in REI, Jean or the board of REI, we’re always here to support you and heed your concerns. Your feedback shapes our direction. Together, let’s forge a prosperous path ahead. Warm regards, Fergal Doyle Chairperson, Retail Excellence Ireland

Q3 2023

BEATING THE

Christmas Rush How retailers are making the most of this key festive season

In This Issue Top managers on what they love in and out of a retail setting Big plans are brewing for Java Republic KMPG on how AI will change retail

Editor Jennifer McShane Retail Excellence Editor Keelan Bourke Editorial Assistant Amy McGlynn Creative Director Jane Matthews Cover Photography Philip Doyle

Published by Ashville Media Group on behalf of Retail Excellence www.ashville.com

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

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 2023

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N O T S JOHN R E T T I F P SHO

l i a t e R Get

#We

Arboretum - Urban Green

Three Ireland - Bray

CMY

RETAIL EXCELLENCE Top 30 finalists JOHNSTON SHOPFITTERS Congratulations to our valued customers for making this year’s Top 30 Finalists in the annual Retail Excellence Awards and wishing them every success in the Final.

Braeburn Drive-Thru - Ashbourne

support@johnston-shopfitters.com

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Rocks Jewellers - Grafton Street

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Updates / News

Applegreen Launches First Standalone Braeburn Coffee Drive Thru Location The people of Ashbourne will now be able to drive and get their favourite Braeburn coffee without leaving their car set. With a state-of-theart retail fit out to match, the Applegreen team have rolled out their first standalone drive thru location.

Carrolls Irish Gifts Opens 20th Store in Cork

The ever-impressive Carrolls Irish Gifts team have opened their 20th store in Ireland, located on the iconic Patrick Street in Cork. Commenting on the opening, Peter Hyland, CEO of Carrolls Irish Gifts said: “This expansion is a testament to the incredible support we’ve received from our loyal customers and our brilliant Irish suppliers.”

98 Retailers Receive Online Retail Scheme Grant totalling €2.3m In Funding

The selected retailers will receive grants ranging from €10,000 to €25,000. Minister Neale Richmond commented: “I want to congratulate the 98 retailers across Ireland who will benefit from this funding. Retailers are at the heart of our communities across the country and the Government is delighted to support them in their transition to online retail.” Retail Excellence has been lobbying for an expansion of the acceptance criteria to allow SME’s apply for the scheme.

Spending on homewares up 18% in August, but pub spend dips 1% - AIB The bank’s card spend report suggests that due to the bad weather in August many people decided to spend on goods and services for the home – with homewares up 18% - the biggest increase across all sectors analysed. Spend in hotels was up 2%, restaurant spend was up 1% and spending in pubs was down 1%.

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News / Updates

DHL Pearse Street Depot Goes Green The DHL team at their Pearse Street depot have just received three boosted cargo bikes and an electric van. This move is part of the DHL Group’s wider strategy to eliminate all transport-related emissions by 2050.

Upgrades & Openings ...

Garveys Supervalu Castleisland Launch Newly Re-fitted Store Garvey’s SuperValu Castleisland are adding

Flannels Opens Second Store in Cork City Centre The consumers of Cork can visit the new Flannels

Arboretum Kilquade Begins €4m Redevelopment Commenting on the announcement,

an additional 15 people to their workforce. It comes as the renovated store recently relaunched following a €3 million investment. The shop currently employs 83 people and the store revamp will increase its workforce to 98.

Dublin City Council gives green light for revamp of protected structure building on O’Connell Street The Council has granted planning permission to Hammerson-owned Dublin Central GP Ltd for the revamp of a protected structure – 61 O’Connell Street Upper – that comprises the conservation, repair, refurbishment and adaptive reuse of the existing four storey commercial building. The scheme is to include two licensed restaurant/cafe units with takeaway/collection facilities, three two-bed apartments and a gym/ leisure studio at basement level.

store on Patrick Street which has recently opened. The huge renovation and re-fit job on the former Eason’s Store has been completed, including a change for the familiar clock over the main door. The old clock, carrying the name of the well-known horologists Stokes of MacCurtain Street, has been repaired and has the Flannels name installed on a brass plate where it used to read ‘Easons’.

Fergal Doyle, Co-Owner of Arboretum said, “We’re delighted that work has got underway. This investment will future proof the business for many years to come, creating a really comfortable, enjoyable place to shop and socialise. Thanks to our customers and the local community for their support and bearing with us during construction works.”

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Feature / Christmas Rush

Ahead of the hectic festive season, we ask retailers how they plan to stay ahead and make the most of the busy trading period

BEATING THE

CHRISTMAS 6

RUSH

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Christmas Rush / Feature

Faerly

James and Eoin are behind Faerly, the online destination for ecofriendly living. Nestled in their Kilcullen, Co Kildare garden is the Faerly HQ, a treasure trove that smells like a wildflower meadow and offers everything from refillable water bottles to Irish-made shampoo bars. James brings to the table years of experience in e-commerce and retail, most recently at Glanbia which he left in 2021 to launch Faerly, a curated marketplace for eco-conscious consumers that prioritises local and Irish-made goods. “Our Christmas rush has kicked off surprisingly early this year. We started selling Christmas candles in July,” James explains. “Our work for our corporate customers for Christmas gifting starts in September and continues right through to mid-December. We always have lots of last-minute customers. For our B2C customers, the hectic time kicks off around our Green Friday sale and continues right through until our delivery cut-off for Christmas. Being an online-only retailer has its perks and drawbacks; we may miss out on the Christmas Eve last-minute rush of sales, but on the flip side, we enjoy a few days of respite before our own Christmas celebrations.” “We’re quite upbeat about the growing consumer trend of backing Irish producers and retailers, especially as we approach Christmas. While online sales still lean heavily towards overseas retailers, we’re optimistic that we can capture more of that domestic spending. Initiatives like Champion Green, in collaboration with Retail Excellence, are doing stellar work in promoting local retailers across the nation. All this means we’re hopeful their efforts will keep striking a chord with shoppers, encouraging them to support homegrown businesses.” They stick to basics when it comes to tricks of the trade at Christmas. “We pack everything as we would like to receive it ourselves and we add a handwritten thank you card with every order. As an online retailer, we don’t get to see our customers face to face so letting them know that a real person packed their order, and most importantly, that we really appreciate their business, is key for us.”

Autumn 2023 / Retail Times

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Feature / Christmas Rush

Carraig Donn

“We see an increase in trade from week 39 which is the last week in September,” Triona Joyce, Head of Marketing + eCommerce for Carraig Dunn says of the start of their Christmas festivities. There are many things which make Carraig Dunn stand out to customers, from it being a destination store to quality produce and a loyal customer following – all of which bodes well coming into the festive season. “Carraig Donn is in a favourable space moving into Q4. We are a destination store for Christmas gifting. We have an extensive range of exclusive

labels which customers cannot get anywhere else. Our buying team, source globally and negotiate the best prices so we can offer fabulous products at reasonable prices. Our customers are so loyal to Carraig Donn. Online we observe a returning customer rate of over 70% and our Loyalty Platform in stores is very popular. With a spread of stores nationwide and our online offering, Carraig Donn is so accessible which is a really strong strength in our business,” she explains. With an extensive offering of exclusive labels, their products cannot be purchased in other retailers which goes down well with customers, but

new produce is only one aspect of their success. “With new options dropping into stores each week, this has proven to be a winning formula. Marketing put in a tireless effort of championing our collections which can be seen on our social channels or through our email marketing efforts. It’s important to continue to bounce the ball on your offering. Staying connected with your audience and engaging them as best possible will deliver results.” Keep it fresh. Stay in touch with the customer. Offering choice and value is key,” Triona advises trying to stay ahead during a hectic, if competitive season in retail.

Ecco

“Our Christmas starts the weekend of Black Friday which came to Ireland ten years ago and goes from strength to strength. I think customers plan this as the start of their spending spree and it has become the biggest trading day of the year for us notwithstanding that we had to learn to make money rather than give shoes away!” explains Keith Rodgers, Retail Operations Manager UK & Ireland with ECCO Shoes. “From then to Christmas, every weekend is a cup final for us as we try to attract customers to spend for “me” rather than the huge emphasis on present spending which we don’t get too much of because of shoe sizes / fits etc.” Nonetheless, Keith says the Christmas trade is one they are optimistic about. “We are very optimistic for Christmas 2023 as we have a great collection of ladies and gents formal shoes and boots that customers are already voting for. We are also seeing the continued return to physical retail and shopping experience that customers want given that retail remains Ireland’s biggest hobby and visitors are

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Christmas Rush / Feature

Skechers Ireland

Carraig Donn is optimistic about the future and regularly touts new locations, she continues, so it’s not just about filling stockings at Christmas. “We are thrilled with our recent announcement that a new store is due to open in Buncrana, Co. Donegal later this month. This will be the first Carraig Donn store in Donegal which is a big deal for us! We are excited to move into the county and know we will do well as we see a significant amount of online business from Donegal and the neighbouring Derry area. The announcement has been so well received and we have never been made feel more welcome at a location. We just can’t wait!

returning to our cities and towns – there’s no point denying it – Christmas and December makes or breaks every retailer’s year and this is true for us also.” “We live for the challenge of converting autumn stock into money, sell-out by end of January and transition into the new year and season while making enough money to close out the year in profit and make a new start into next year,” Keith continues. “Christmas is the defining period for all of this. While you are making cold Turkey and Ham sandwiches, don’t forget that the biggest week of the year for fashion and footwear retailers is 26th to 31st December!”

Skechers Ireland is optimistic as we quickly approach the Christmas sales period. With a diverse and impressive selection in our stores, ranging from sleek trainers to cosy boots and snug slippers, they are proud to say they are a go-to destination for festive footwear. “We are prepared to adapt to changing consumer behaviour and market conditions to make the most of this festive shopping period,” says Declan Hegarty, Chief Commercial Officer at ShuzGroup t/a Skechers Ireland. “We have an expansive loyalty database with a newly launched app and are optimistic that the personalised offers and ease of a digital loyalty card will encourage repeat sales this Christmas shopping season.” Staffing is a recurring issue for many retailers post-Covid, but it’s especially important during the festivities and is a priority for Skechers Ireland in particular. “Staffing our Skechers store adequately during the Christmas season is paramount for ensuring a seamless and enjoyable shopping experience for our valued customers. This festive period sees a surge in foot traffic and heightened consumer demands, making it a critical time for our business,” he/she adds. “A well-staffed store not only guarantees efficient customer service but also allows us to showcase our products effectively, aiding in increased sales and customer satisfaction. During the holiday season, the right staffing levels also promote a positive work environment for our team members. This, in turn, contributes to a positive brand image and encourages team members to go above and beyond to meet customer needs. By prioritising staffing levels, we can guarantee a holiday season that leaves a lasting, positive impression on both our customers and our team members.” In terms of catering to customers, Christmas is an important time for gift card sales as they are a convenient gift option. “Gift cards are especially popular for people who are unsure of what to buy and make for easy lastminute gifts so it’s important to have a good stock of gift cards available and merchandise them well at the till point to encourage gift card sales,” Declan explains. Getting involved in local and shopping centre marketing campaigns

is also an important “trick of the trade” for Christmas. “By getting involved in marketing activities, you become a more integral part of the community, which can enhance your brand’s reputation and build customer loyalty. This also allows you to adapt to shifts in consumer behaviour and preferences, helping your business thrive in both the short and long term. Planning your Christmas strategy well in advance to have promotions, staffing and inventory ready is crucial for a successful festive season,” he/ she continues. Skechers Ireland has a loyalty database of 500k people, so we realise the importance of providing an excellent customer service experience to build loyalty. In the retail industry, competition is fierce, especially during the holiday season. Offering exceptional customer service can set a retailer apart from its competitors. It can be a unique selling point that draws customers in and keeps them coming back. A positive shopping experience can boost sales and increase the average transaction value.”

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Council Day / REI

In the Spotlight Members give their feedback at first member council workshop

n September 20th, members of the retail industry convened for the pivotal REI Council Meeting, graciously hosted by our partners at KPMG. The session, which lasted three hours, illuminated the pathways and pitfalls the retail sector is likely to face in the near future. The perspectives, ranging from small and medium-sized enterprises to industry behemoths, not only pinpointed their main challenges but also collaborated on forming REI’s strategy for 2024. Foremost among these concerns was the increasing cost of doing business. A topic that echoed significantly was the proposed increase in the minimum wage, which, as we now know, has been sanctioned in the latest budget. REI is deeply attuned to the sentiment that the retail industry, the very backbone of our economy, cannot bear such steep increments. Being the voice of Irish retail was another aspect highlighted with intensity. REI is committed to ensuring that the government fully comprehends the weight of its financial decisions on the broader retail ecosystem. Our role is not just to represent, but to advocate, champion, and amplify the concerns, aspirations, and needs of the retail industry. The feedback gathered during this council meeting extends beyond just challenges. The roadmap for 2024 underscores initiatives like knowledge-sharing, diversity promotion, mentorship programs, retail safaris, and city centre revitalization. Steps to counter crime rates, tax incentives for weekend work, and specialized support for digital retailers were also in the spotlight. Furthermore, as we surge forward, we aim to bolster our regional engagement, offer detailed sector-specific analysis, and forge stronger ties with preferred suppliers. As the retail industry stands at this crucial juncture, facing both opportunities and adversities, REI is calling out to all its esteemed members. Let your voice be heard. Contribute, collaborate, and let’s work together to ensure that the retail industry not only survives but thrives, even amidst the most challenging circumstances. Our journey towards 2024 is filled with promise and potential. With collective willpower and strategic planning, we’re confident of navigating the hurdles and elevating the retail industry to unparalleled heights. To all our members, your insights and participation are not just welcome, they’re essential. Join us, as we shape the future of retail excellence in Ireland.

OUTCOMES Some of the Strengths Discussed: • Vibrant Members and Membership • Practical Training Programmes • Representative of a large range of retail sectors • Lobbying has improved and needs to kept strong • Wide range of consumer insights • Well connected with Local Authorities • Good female representation • Good range of sub groups like Ecommerce, HR & Loss Prevention Some of the Opportunities Discussed: • Collective buying power for member groups • More social events allowing members to connect • Security sharing schemes • Promote Retail as a career – Education, Apprenticeships, Creativity in Retail, make it more glamorous • Combine forces with bodies for key lobbying initiatives • Form Committees for REI projects • Mentorship Programme

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Feature / Management

AskA We ask the managers in David Cullen Jewellers, Dubray Books Rathmines, Guinness StorehouseDiageo and McElhinneys Department Store to tell us what makes them tick in and out of a retail setting

JORDAN MILLS, TEAM LEADER, GUINNESS STOREHOUSE-DIAGEO

“I grew up working in business and retail with my father, as I knew this is what I always wanted to do. My first job was in Homebase and over the years I have worked in companies from Brown Thomas, Musgraves, Aldi and Diageo, getting a well-rounded blend of different workplace cultures and procedures. I complimented this passion for business by completing both an undergraduate degree in Business and Management and a Master’s degree in Strategy and innovation, both from Maynooth University. I began my career with Diageo in 2021 as a Retail Team Leader, the first external Team Leader hired in over seven years. I have since become a Visitor Experience Team Leader at Guinness.”

What is your favourite retail store and why? My favourite retail store is, of course, The Guinness Storehouse Retail Store. As one of the top tourist attractions in Europe, and the world, this store serves between 3,000-7,000 visitors a day. I have been involved in a lot of high street retail, but nothing comes close to the lights and operation of the Guinness Storehouse Store. What was your last purchase? My last purchase was my house which we will move into in December, this was also my biggest purchase! On a retail scale, my last purchase was for harnesses for my two Huskies, Bobby and Blu.

What is one thing that had a profound, positive effect on your business? One of the biggest implementations I brought into the Guinness Storehouse Retail Store was a new bespoke briefing plan. I strongly believe that a business is only as strong as its people, so having regular briefs, not only about all things business but also about your employees, is crucial. A team is like a clock, every piece must be working seamlessly for the overall operation to run smoothly.

How do you achieve a work-life balance? I have achieved and maintained a great work-life balance due to great organisation and planning. Making a to-do list is crucial, as is having priorities in your life and not being afraid to leave work in the office unless it is totally necessary. Living a fun, varied, and fulfilled life outside of work will only complement your skills in work and help you to be more productive in your career. What’s on your ‘bucket list’? I love travelling and I want to see as many countries as I can.

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Management / Feature working past the hours I should. This can be tricky when you think “I’ll just stay another 20 minutes to finish this piece of work” but before you know it, you’re there an extra couple of hours, so I have to be strict with myself. What’s on your ‘bucket list’? I would love to travel to New Zealand – hopefully in the next couple of years! My wild plan a few years back – which I doubt will ever happen – was to go ice diving in Antarctica…

KARINA CLIFFORD, STORE MANAGER, DUBRAY BOOKS RATHMINES

“I’ve worked at all sorts of occupations over the years; working in kitchens, writing for a local paper, running a café and various office jobs. Then I realised that office work was making me miserable and decided, as an avid reader, that I should try becoming a bookseller. That was in 2006 and I’ve never regretted it!” What is your favourite retail store and why? I like a shop that knows what it stands for and who it is aimed at; for example, when you enter Charlie Byrne’s Bookshop in Galway or Raven Books in Blackrock, it is clear that both are laser-focused on what they want to achieve and who they wish to appeal to. I also love food shops – the Asia Market in Drury Street is an Aladdin’s Cave you can lose hours in. What is the greatest challenge currently facing your business? I feel the greatest challenge facing retail as a whole is what I like to call the digital revolution, mainly the rise of e-commerce and the fact that people can buy anything they need from an app on their phone or iPad. What advice would you give one starting out in retail? Try to immerse yourself in it. Try to see the bigger picture, there are so many things that can be learned in the retail sector, such as time management, planning and so on. What is your greatest retail achievement? My greatest retail achievement would have to be being a part of the Guinness Storehouse Retail Team that came in (as of now) the top 30 retail stores in Ireland.

What was your last purchase? It was in my own bookshop; a copy of Lavinia Fontana: Trailblazer, Rule Breaker by Aoife Brady. It was the book that accompanied the impressive exhibition in the National Gallery earlier this year. What is one thing that had a profound, positive effect on your business? I view my role as a collaborative and collegial one; I work with smart, interesting people who produce engaging and creative concepts for the shop. How do you achieve a work-life balance? Setting boundaries about

What is the greatest challenge currently facing your business? Finding the right staff, retaining them and keeping them motivated. What advice would you give one starting out in retail? Extend grace to people; customers, members of staff and yourself. Try to retain your empathy, then it will be easier to be patient, courteous and helpful. Customers can buy almost anything online; they are visiting your store to see the product in real life and have a positive interaction with another person. What is your greatest retail achievement? Discovering quite late in life that selling books, talking books all day long with your staff, chatting with authors, and recommending great reads to customers could be something you can earn a living at! Also creating the #ReadIrishWomenChallenge which is now in its fifth year; it runs for the month of April with a different reading prompt for each day of the month. Dubray has been tremendously supportive, promoting the challenge online and in-store, and dedicating window space to it.

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Feature / Management

BENJAMIN MC ELROY, AREA MANAGER, DAVID CULLEN JEWELLERS

“My retail career started with David almost 10 years ago. I began just as David was launching a new branch in Charlestown S.C, Dublin 11 and I took the lead in establishing this store. With the success of this store, combined with our other two locations, we decided to open a 4th store in Rathmines.” What is your favourite retail store and why? I love Bikeworld on the Long Mile road. It looks like an old matchbox toy display the way the windows are set up. It’s well laid out and easy to find what you need. What was your last purchase? I recently upgraded my SUP board as I have a keen interest in water sports. What is one thing that had a profound, positive effect on your business? I have been at the forefront of streamlining each aspect of our business since Covid. We have invested heavily in our website, social media and our bricks and mortar stores. Our four branches now all work off a central system and business model, which means we can quickly and seamlessly adapt to new technology or trends. I helped tailor make a training module for staff so they easily work the new technology. We have also upgraded and refurbished all our branches from flooring to furniture. It has taken two years and a lot of hard work but now these plans are mostly completed we are in a perfect position to scale up the business.

CLARA SHARKEY, HR ADMIN AND RECRUITMENT, McELHINNEYS DEPARTMENT STORE

“I started in McElhinneys two years ago in online customer service. I was very lucky in my second year working here, I applied for the McElhinneys Leadership Program and was accepted. I have since moved into a new role, in HR assistant and recruitment.” What is your favourite retail store and why? I know I am very biased in saying this, but McElhinneys really would be up there for me! What was your last purchase? A coral pink Ichi coat. I love autumn/winter clothes. What is one thing that had a profound, positive effect on your business? As of this year, I started a level 6 apprenticeship in retail supervision. I am excited to further my knowledge in retail and excited for how I can bring this into practice in the years to come within my career in McElhinneys How do you achieve a work-life balance? I think personally, in order to achieve a work-life balance, you have to set time aside for yourself. Even just for 15 minutes. Allow yourself time to switch off.

How do you achieve a work-life balance? This one is difficult for everyone. Before I leave work I send myself an email with all the tasks I have for the next day. This allows me to park it and allows me to switch off. I don’t speak about work outside of work, my partner is thankful for this as it allows us to have conversations and not just a one-sided chat. What’s on your ‘bucket list’? A trip to Japan. What is the greatest challenge currently facing your business? At the luxury end of retail, the main challenge is making sure we keep our customers’ basket prices as low as we can. We have seen disposable income being swallowed up by price increases everywhere. This has a knock-on effect that means customers will restrict their luxury purchases. What advice would you give one starting out in retail? The jewellery business is full of happy occasions, with customers coming in for engagement rings, wedding rings or a gift to celebrate a special occasion. Being in the jewellery business allows me to become part of these special events in people’s lives. More and more businesses are losing the personal touch but with jewellery sales or retail in general a computer or AI device will never beat the personal face-to-face interaction between two human beings.

What’s on your ‘bucket list’? Visit New York (which I’m going to in December!) What is the greatest challenge currently facing your business? In my opinion, I would say the cost of living crisis and young people emigrating. What advice would you give one starting out in retail? You are only one person, lean on your team, trust them. Plan for the week ahead and accept things can change and you can’t do anything to help that. What is your greatest retail achievement? For me personally, my greatest achievement has been taking part in the leadership program as this has opened so many doors and opportunities for me to learn and grow.

Retail Times / Autumn 2023

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13/10/2023 04:53

Recruitment / Excel

Mastering the

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

GOLDEN QUARTER

The festive season is upon us, and retailers are gearing up for the most crucial period of the year – the Golden Quarter. Excel Recruitment explains how you can stay one step ahead

s the Christmas bells begin to chime, retailers are not just thinking about decorations; they are meticulously planning their financial, operational, and strategic endeavours to make the most out of Black Friday and the entire holiday season. One of the cornerstones of this preparation is assembling a dedicated and capable seasonal team who can ensure customer experiences are nothing short of exceptional, irrespective of how they choose to shop - be it through click and collect, online deliveries, or the brick-and-mortar in-store experience.

Utilise in-store and window signage to promote job openings. These signs should be sharp, eye-catching and should reflect your company’s image and values.

Referral Schemes: Implementing a referral program can be a win-win situation. Offer vouchers or incentives to your existing employees for successfully referring new hires to your team.

Word of Mouth: Encourage current employees to refer friends and family for seasonal positions. Their first hand experience working at your store can be a powerful endorsement.

Open Days: Hosting recruitment events or open days is a fantastic way to give potential candidates an insight into the job and your company culture. These events can help individuals get a feel for the work environment and understand what makes your brand unique.

What to Advertise? It’s vital to provide comprehensive information to potential candidates:

Package: Clearly state the hourly rate and any additional benefits, such as lunch allowances, staff discounts, bonuses, or sales incentives. This can be a significant motivator for potential candidates. Job Specification: Craft a concise yet compelling job specification that sets your opportunity apart from the competition. Highlight what makes your company unique. When/Where: State the exact dates of the seasonal employment, as well as the location and contract hours. This ensures that candidates know exactly what they are signing up for.

ATTRACTING YOUR SEASONAL TEAM: The Golden Quarter is the most lucrative and challenging period for retailers. Attracting the right seasonal team is pivotal in achieving financial expectations and delivering outstanding shopping experiences to customers. Nevertheless, the challenges surrounding recruitment persist, whether it’s for in-store sales, warehousing, or visual merchandising and having the right recruitment partner can help you achieve your financial expectations.

If you need assistance with permanent recruitment solutions, please contact Aislinn Lea at aislinn@excelrecruitment.com & for our temporary staffing solutions, contact Ciara Connolly at ciara@excelrecruitment.com. Visit www.excelrecruitment.com for more information.

Social Media is an indispensable tool for attracting potential employees. Platforms like Instagram, TikTok, and Facebook can help you reach a wider audience.

Execution/Planning: To make your seasonal recruitment strategy work seamlessly, here are a few key considerations: Plan Ahead: Start your recruitment process well in advance of the Golden Quarter. Ensure that your team is in place before the rush begins to avoid last-minute staffing shortages. Training: Develop a comprehensive training program to equip your seasonal staff with the skills and knowledge necessary to deliver exceptional customer service.

Retail Times / Autumn 2023

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18/10/2023 15:17

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18/10/2023 15:19

QR ads are here!

QR advertising allows Sky viewers to interact with TV ads containing a unique QR code which drives TV viewers online.

Whether it’s simply buying the product you’ve just seen on screen, downloading an app or even redeeming an offer, QR ads deliver a seamless customer experience directly from the TV screen to a brand’s website or app. Combining QR codes with AdSmart from Sky’s cabability to cherry-pick exactly who sees your ad, makes it a real game changer for brands. For more information, scan the QR code above or contact us at adsmartfromsky@sky.ie

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13/10/2023 04:55

Convergint / Partner

Convergint has

Securing your retail business during the autumn season is essential to protect your assets, customers, and employees. Collaborating with experts like Convergint Ireland can help you implement effective security measures. Here are ten tips to enhance the security of your retail business this autumn:

Evaluate Current Security Systems: Start by reviewing your existing security infrastructure, including surveillance cameras, alarm systems, and access control. Ensure that they are up to date and functioning correctly.

Upgrade Surveillance Cameras: Consider upgrading to highresolution, night-vision cameras to capture clear footage in low-light conditions. Position them strategically to cover all vulnerable areas, such as entrances, exits, and storage rooms.

Access Control: Implement access control systems to restrict entry to authorised personnel only. This can include card readers, biometric scanners, or keypad entry systems.

Lighting: Adequate lighting around your premises is crucial. Ensure that the parking lot, storefront, and walkways are well-lit to deter potential criminals and provide a safe environment for customers.

Ways to Keep Your Business Secure this Autumn

Intrusion Detection: Install intrusion detection systems to alert you immediately if there’s an unauthorised entry or tampering with doors or windows.

Alarms and Monitoring: Invest in a reliable alarm system connected to a monitoring centre. This way, any breach can trigger an immediate response, such as notifying law enforcement or private security. Employee Training: Train your staff to recognise suspicious behaviour and follow security protocols, such as properly locking up at the end of the day and verifying customer identities during transactions.

Cybersecurity: Protect your digital assets by implementing robust cybersecurity measures. This includes regularly updating software, training employees on cybersecurity best practices, and securing customer data.

Emergency Preparedness: Develop an emergency response plan for various scenarios, such as fires, natural disasters, or security breaches. Ensure that all employees are familiar with the plan and conduct regular drills.

Collaborate with Convergint: Partner with Convergint or a similar professional security services provider to assess your specific needs and implement a comprehensive security solution tailored to your retail business. Remember that security is an ongoing process, and it’s essential to stay vigilant and adapt your security measures as needed. By following these tips and working with experts like Convergint, you can help ensure the safety and security of your retail business this autumn.

Monitoring & Maintenance: Gary Begley Account Executive | Convergint O: +353 818 365538 M: ++353 871889982 E: Gary.Begley@convergint.com Security Specialists: Greg Leonard Account Executive – Retail | Convergint O: +353 818 365538 M: +353 872423958 E: greg.leonard@convergint.com Stephen Carbery Account Executive - Retail | Convergint O: +353 818 365538 M: +353 872242909 E: stephen.carbery@convergint.com

Autumn 2023 / Retail Times

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13/10/2023 04:17

Partner / IKEA

80 Years of 20

IKEA

The brand was founded in 1946 by Ingvar Kamprad, then only 17 years old, with IKEA now the world’s largest furniture retailer in 62 markets with over 700 million customer visits per year

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13/10/2023 04:19

IKEA / Partner

80 years of Milestones

KEA, the quirky Swedish furniture giant, celebrated a grand 80th birthday bash and released the Nytillverkad collection, giving a fresh spin to their all-time favourites. Nytillverkad, Swedish for newly made, is all about reinventing the classics with a pop of colour. The first batch landed in stores in June 2023, and the next wave, inspired by the funky vibes of the late ‘70s and early ‘80s, released in October.

Small Town Beginnings to Global Fame IKEA’s journey began humbly in 1943 when a 17-year-old Ingvar Kamprad founded it in the quaint town of Älmhult, Sweden. Fast forward to today, and it’s one of the world’s go-to furniture brands, with a presence in 62 countries, serving up inspiration to over 700 million in-store shoppers and 2.6 billion online visitors. And that’s not all; over 20 million folks have downloaded the IKEA app in the last year! With a global team of over 231,000 co-workers, IKEA is on a mission to make everyday life at home better for everyone. “IKEA’s journey is thanks to our co-workers, customers, suppliers, partners, and supporters. We celebrate all of them today. For 80 years, we’ve been part of people’s homes and lives, and we want to continue that for another 80 years and beyond, “ Jon Abrahamsson Ring, CEO of Inter IKEA Group said. Embracing the Future Jesper Brodin, CEO of Ingka Group (the biggest IKEA retailer), is all about looking forward: “As we step into our next 80 years, we’re doing it with curiosity and a positive, humble attitude. We’ll keep championing the many people, innovating, staying ahead of trends, and experimenting with new ways of working that benefit people and the planet. We’re in a constant state of transformation. With our coworkers, customers, suppliers, partners, and supporters, we’ll keep honouring our past and creating an even brighter future.” As IKEA blows out 80 candles, it’s not just a celebration of iconic furniture but a testament to timeless design and a commitment to making everyday life a bit more extraordinary for folks all around the globe.

1943: Ingvar Kamprad, only 17 years old, registers a company in Sweden on 28 July 1943, which he names IKEA, an acronym of Ingvar Kamprad from Elmtaryd (his family farm) and Agunnaryd (his local parish). 1950: The IKEA Catalogue makes its debut. 1956: Ingvar and designer Gillis Lundgren solves the issue of damaged goods in transportation, creating the revolutionary concept of self-assembly flat pack furniture. 1958: The first IKEA store opens in Älmhult, Sweden. 1960: IKEA Älmhult introduces the first IKEA Restaurant & Café. 1973: The first IKEA store outside Scandinavia opens in Spreitenbach, Switzerland. 1987: IKEA opens its first store in the UK in Warrington. 2009: IKEA opens its first store in Ireland in Ballymun, Co Dublin. 2017: Ballymun’s Dublin store was ranked 9th in terms of sales across the 355-strong store network spread across 29 countries. 2018: IKEA commits to becoming a climate-positive business by 2030. 2018: Ingvar Kamprad passes away at the age of 91. 2022: IKEA opens its first two Plan & Order Points in Naas, Co Kildare and St Stephen’s Green, Shopping Centre, Co Dublin. 2023: IKEA unveiled plans for its first Customer Distribution Centre in west Dublin. The 450,000-squarefoot facility, set to open early next year, will create 120 jobs and enable IKEA to process online orders directly from Ireland, resulting in increased product availability and reducing delivery lead times by half. 2023: IKEA opens its fourth Plan & Order Point in Cork's Douglas Village Shopping Centre, with more planned to open by the end of the year. 2023: IKEA announces its collaboration with Tesco Ireland. 2023: IKEA store in Ballymun is expected to welcome its 40 millionth visitor later this year. 2023: IKEA has 462 touchpoints in 62 countries and a team of 231,000 co-workers.

Autumn 2023 / Retail Times

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13/10/2023 04:19

Partner / Blacknight Solutions

Blacknight Solutions Celebrating Years in Business

Michele Neylon, Blacknight

What motivated you to start Blacknight? I kind of fell into the industry. While I was doing Postgrad research at college in Limerick in the late 1990s, I started doing a bit of web development work for the university. I quickly realised that while there was money to be made from the “internet”, my skills weren’t really suited to designing and developing sites for clients. So, I started offering rudimentary website and email hosting to small businesses the business grew from there. In 2003, I came back to Ireland from Italy to work on the business full time, and we now have over 50 staff spread across our various locations. How does Blacknight help fix the major challenges faced by online retailers? Being able to compete against global players with deep pockets. We face the same challenge. Many retailers find that the technology can be daunting. We believe it doesn’t have to be, so we have multiple solutions that are easy to use so beginners can create their online business with ease. Many find that keeping websites secure and upto-date can be another challenge. One of our main values at Blacknight is to keep our customer’s data secure, so we provide SSL certificates and backup tools so our customers know their business has some level of security. What are the advantages of hosting with an Irish business? As an Irish-owned and run business, we know and understand the types of challenges other Irish companies face. We speak the same language as them and we operate in the same time zone as them. When clients call us, they’re speaking with one of our team who answers the phone or email by name. For many of our clients, the rapport

Celebrating a milestone year in business, Retail Times interviews CEO of Blacknight, Michele Neylon, who shares his insights on why the company continues to go from strength to strength with our customer service teams and the friendly and professional support with an Irish accent is why they like doing business with us. Where do you see the Irish market going? I can see AI playing an important role in the future. Right now, it’s “the” buzzword, but once we get past that initial hype period it will become an integral part of many companies’ processes. Ireland has many fantastic businesses producing high-quality products and providing excellent services

What are your future plans? We are always looking at how we can improve our products and services. On one hand, we want to ensure that the technology is current and a good fit for our client’s needs, while on the other, we are working on improving the overall experience. Our clients need to be able to leverage technology to run their businesses, but they don’t need to be experts in IT. Where we (and our industry in general) have failed historically is in making that as easy for them as possible – so this is what Blacknight does.

For more information: blacknight.com

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13/10/2023 04:21

Built for retail Stay ahead, keep up with change.

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Learn more at www.timepoint.ie/retail

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13/10/2023 04:56

Partner / AG Associates

Why Outsourcing Payroll is Crucial for Retailers Your wage bill is probably the biggest bill in your company, not to mention the most complex. Founder and Partner Accountant CPA CTAX Angela O’Leary of AG Associates highlights five key benefits to outsourcing yours

Angela O’Leary, AG Associates

n today’s dynamic retail landscape, achieving success hinges on optimising every aspect of your retail business operations. One popular key performance indicator (KPI) that can make a significant difference is payroll. Outsourcing payroll can seem like an expense that you don’t need, but it’s so important to get it right. Here’s why doing so can hugely benefit your company: It streamlines your Payroll Costs There is no doubt that managing payroll can be a timeconsuming task. From gathering employee information to running the payroll, it can eat into your valuable hours. By outsourcing this responsibility to professionals, you can free up time and resources for more critical tasks. Think about how much time you spend on payroll-related tasks like tax filing, wage slips, and answering employee questions. You might be surprised at how much you could save by letting professionals handle it. It boosts your Team’s Efficiency Imagine what you or your staff members could accomplish if they didn’t have to worry about payroll processing. By outsourcing this time-consuming task, you free up valuable time for more important work. Your in-house accountant or accounts clerk could focus on analysing your financials, preparing reports and identifying ways to improve your bottom line. It ensures Pinpoint Accuracy Nobody wants an unexpected visit from the Revenue! One of the main areas they look at is payroll. Payroll errors can lead to serious problems, especially when it comes to tax deductions and deadlines. Experts in payroll services can navigate the complexities of tax regulations and ensure your business stays compliant. The onus is on you - the employer - to ensure the correct amount of taxes are deducted, in terms of PAYE, PRSI, USC, LPT etc and returned to the Revenue on time. Getting it wrong opens you up to trouble with Revenue. It means Sick Pay and Disability Pay are Managed In the retail industry, managing sick and disability pay is crucial. Changes in statutory sick pay and other regulations can be challenging to keep up with.

And Holiday Pay Entitlements are taken Care Of Holiday pay calculations and entitlements can be confusing. Mistakes in this area can lead to unhappy employees and legal issues. Everyone is entitled to holiday pay and days off; it just depends on how much work is done in the leave year and how it is calculated. Bank holiday entitlements are another area of confusion which isn’t often calculated correctly. Using an outsourced payroll company will help you manage your payroll so there will be no disruptions. Your employees rely on getting paid on time, every time. Don’t let payroll be an overlooked KPI – make it a cornerstone of your retail success. Contact AG Associates to get started.

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18/10/2023 09:17

VisionR / IT

PERFECT VISION Data and looking at the numbers is more important than ever when it comes to measuring success in retail. VisionR is designed to to do all the hard work for you Why does VisionR exist?

We all know the value of data when it comes to business. E-commerce retailers have been thriving on realtime shopper insights, allowing them to improve their shopper journey, leading to maximum revenues. Traditionally, these insights have not been available to brick and mortar retailers despite 80% of all transactions taking place in-store. If a retailer cannot measure the shopper experience, it can then be difficult to make informed improvements, leading to lost opportunities, ultimately impacting sales.

What is VisionR?

VisionR is an in-store shopper insights solution, which empowers retailers to drive more sales, via the use of our smart camera, The Scout©. By tracking in-store behaviour using our Scout cameras, retailers get to peek behind the curtain on their shopper journeys. They will see their shopper demographics, preferences, and spending habits in-store, day to day. The full VisionR system takes only a few hours to deploy and does not require any IT input. VisionR’s insights have a proven Return on Investment (ROI), impacting Sales, Marketing, Ops, Staffing, and Store Management.

For more information: Reach out to the VisionR Team to hear similar retailer stories about Carrolls Irish Gifts & Diesel!

CASE STUDY:

Petstop (REI’s National Retailer of the Year 2022-23)

Understanding in-store shopper behaviour is paramount for Petstop when it comes to improving the shopper experience and maximising revenues. Being faced with the challenge of limited shopper data meant Petstop couldn’t analyse shopper trends until it was too late - opportunities had come & gone! Petstop chose VisionR over other market solutions as there was a clear ROI, it was cost effective, and user friendly. VisionR was installed in key trial stores to analyse shopper trends and align products with shopper segments. The results of the trial exceeded expectations resulting in a full rollout of VisionR to all Petstop stores nationwide. Marketing and Operations utilise VisionR insights daily to identify changing customer preferences, optimise product offerings per locations based on incoming shoppers, and have more reactive rostering based on conversion. Shirley Lynch - Operations Manager

Autumn 2023 / Retail Times

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17/10/2023 16:27

Member / eir

Eir-Resistible Transformation

Alan Reilly Head Of Sales Optimisation at eir, tells Retail Times about the impact of their new-look stores

In August eir, one of Ireland’s leading telecommunications companies, made waves and announced a €4 million investment in its retail network. The grand reveal: an array of revamped stores, meticulously designed to elevate the customer experience. But, why has the transformation happened now? “The stores reflect eir’s commitment to offering the best of modern retailing and in-store experiences, while also supporting a reduction in environmental impact,” Alan Reilly, Head Of Sales Optimisation at eir explains. “We aim to provide customers with the care and expertise they need to access the full promise of new technologies and stay connected, always.” The new eir stores feature a modern design and state-of-the-art technology, providing customers with an enhanced shopping experience. To maximise energy efficiency, eir has introduced innovative heat mapping technology in its busiest stores, offering invaluable insights into customer behaviour and browsing habits. This will then be used, Alan continues, to optimise display screen timings – so everything is tailored with the customer in mind. A Sustainable Model And it isn’t just about state-of-theart technology. eir has adopted a paperless operational model, unless customers specifically request printed materials. This step is a key facet of eir’s broader sustainability initiative,

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17/10/2023 11:00

eir / Member which has already seen an impressive 92% reduction in paper consumption across its expansive network of over 70 store networks. But eir’s commitment to sustainability doesn’t stop there. The new stores feature state-of-the-art power-efficient lighting technology, furthering the company’s strides toward minimising its environmental footprint. “The company’s commitment to sustainability is in line with the growing importance of sustainability in the retail industry, as more consumers prioritise environmentally friendly practices when choosing where to shop,” Alan says. The first phase of eir’s ambitious store transformation was completed in a mere three months, perfectly timed for the peak shopping season. This rapid turnaround was made possible thanks to the support of their main contractor, IIS Space. It underscores eir’s dedication to ensuring customers receive the best possible shopping experience, even during bustling periods – especially crucial during the fast-approaching festive season. “eir’s stores have long been a central part of busy high streets and shopping centres in cities and towns across Ireland, and the company is committed to serving the communities where it operates,” Alan adds. “As the holiday season approaches, eir eagerly anticipates welcoming a surge of customers into its remarkable new stores. There, customers will have the opportunity to experience firsthand the latest innovations in both mobile and fixed-line products, including coveted devices like the Apple iPhone 15 and Samsung S23 FE.” eir’s retail transformation signifies more than just a physical facelift and new technologies; it represents a resolute commitment in terms of both customer experience and environmental responsibility – sure to make it stand out among the crowd.

For more information: eir.ie

Autumn 2023 / Retail Times

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17/10/2023 11:01

Member / Java Republic

Brew-tiful Beginnings Java Republic is buzzing with fresh energy under Managing Director Jeffrey Long. He tells Retail Times the exciting plans he has brewing following his new role

To help support this, we will continue to lead the way in our sustainable practices and decarbonisation goals, alongside supporting a culture of innovation to drive the business to constantly get better and move forward,” he says. Customers are, of course, another essential facet of any successful business, but he agrees when it comes to highquality coffee and tea, people are savvy and willing to pay more if the quality and taste are just right. “It helps our business that consumer tastes are changing and people are willing to spend more money on premium products.”

ava Republic is a well-established family-owned business with 24 years of heritage in coffee. As such, it might seem quite a task to be at the helm as a new Managing Director, but Jeffrey Long, having been with the company for almost 15 years already, knows how to roast a good bean, if you will. “I joined Java Republic as Finance Director in 2008 and am a business graduate and CIMA-qualified accountant with 25 years’ experience in finance, commercial strategy, and business operations. I have worked in a cross-section of different industries including manufacturing, brewing, wholesale and hospitality, covering all aspects of the operations end-to-end whilst leading and managing cross-functional teams,” he explains. His experience is certainly impressive but he’s quick to point out a thriving team effort and leading the way on sustainability are the keys to continued success. “We have a great team of experienced and passionate people and it is my vision for Java Republic to be the company of choice when it comes to premium coffee and organic tea.

Java Republic’s Secret Sauce What makes Java Republic stand out in a sea of coffee options? According to Jeffrey, it’s a mix of knowledge, passion, and expertise. “We stay on top of market trends and share the benefits of our insights and understanding to ensure our customers get the best there is to offer,” he says. “We provide the best tasting and best quality product serving all 32 counties through locally-based teams, covering machines, service and support, training and marketing support.” Going green isn’t just a buzzword for this business either – the company has been carbon-neutral since 2011. And innovation? It isn’t just a fancy word; it’s the company’s daily bread (or should we say beans?). “We stay on top of market trends and share the benefits of our insights and understanding to ensure our customers get the best there is to offer,” he says. “We were the first Irish Coffee roaster to be awarded the title of Premier Training Campus by the SCA (Specialty Coffee Association) and it is our ambition to continue to develop the coffee culture in the business through our internal coffee education programme.” Java Republic is all about getting better, evolving, and keeping things fresh, thanks to their star power: their product. “Our superior product is a key component of the company’s success,” Jeffrey continues. “We care about where our coffee is grown and believe in developing long-term partnerships with our coffee farmers. All of our product is ethically sourced, fully traceable and roasted in Ireland. There is a very strong customer service culture in the business and we care about the people that serve our coffee.”

For more information: javarepublic.com

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17/10/2023 12:34

.ie / IT

CALL FOR FUNDING AND SUPPORT The .IE and Retail Excellence Web Health Report highlights the need for additional government funding and supports to help retail SMEs thrive online

Web Health Report produced by .IE, the national domain registry for .IE, in partnership with Retail Excellence Ireland (REI), has found that SMEs are falling behind consumer online retail expectations. Ongoing support, they stressed would enable the online sector to be where it needs to be The report analysed the web health and performance of REI member websites across a variety of SME sectors including fashion and footwear; books and stationery; toys; DIY and garden; department stores; and health and beauty. The research focused on the use of web analytics, user experience, marketing, security and e-commerce. Key findings included: • Only 14% of REI member websites in the survey offer a live chat function. International studies suggest three out of four consumers consider live chat to be the best way to communicate with a business. • Only 18% of those in the survey show customer reviews on their website, while research shows that shoppers visiting a website with 1-10 reviews are 52% more likely to make a purchase. • One-third of REI members surveyed have not incorporated responsive design into their websites, where the layout automatically adjusts to the device on which it is being viewed. • Only 22% of REI members are using CAPTCHA on their websites to distinguish human website visitors from bots. • Only one in four are cookie-compliant though 91% of websites surveyed have a security certificate which affords customers a good level of online protection. • The top retail categories that have adopted cart functionality are homeware/giftware (79%), telecommunications (75%), garden (68%), health and beauty (67%); books, stationery and music (67%). • Four out of ten are using a recognised e-commerce provider with Shopify proving to be the most popular choice (42%), followed by WooCommerce and Magento (24% and 18% respectively). • Only one in five of those surveyed use online ad tracking while use of video is limited to 16%. Oonagh McCutcheon, Chief Communications Officer at .IE, said the report provided areas of action that retailers could take on board. “Digital transformation is not only

changing companies but also defining markets, industries and economic activity resulting in a changing business environment. Yet, in spite of the importance of digital transformation to the Irish economy, empirical research suggests that some sectors are lagging behind. In producing this report, the business intelligence team at .IE drilled into the features of a sample of REI member websites and our analysis provides actionable insights for the retail sector to assist them in improving their online offering.” While Jean McCabe, Interim CEO of Retail Excellence Ireland also stressed work and investment were needed in retail if the sector is to thrive. “It is evident that comprehensive work and investment are required to meet evolving customer expectations,” she said. “Focusing on areas like security and compliance is vital for retailers to instil trust and confidence in their online operations. Moreover, investing in online activities is imperative to entice Irish consumers to shop locally.” This research was conducted on 525 websites of REI members using anonymised data. Data was collected mid-April 2023. For more information: weare.ie

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13/10/2023 04:35

Feature / e-commerce update

STATE OF T E-COMMERCE IN EUROPE REPORT 2023

he European E-Commerce Report 2023 provides an overview of the digital commerce sector in Europe. Despite challenges such as Russia’s aggression against Ukraine, inflation, and geopolitical instability, European B2C e-commerce turnover increased from €849 billion in 2021 to €899 billion in 2022, with a growth rate of 6% in 2022. The growth rate is forecasted to increase to 8% in 2023. The report highlights the importance of legislative acts at the EU level to adapt the legal landscape of Europe to digital and green transitions. These policies address topics like online platforms, sustainability, and green packaging. The 2024 EU elections are expected to influence the narrative around digital commerce, impacting future policy agendas. The report emphasises the need to reduce market fragmentation and remove barriers for cross-border business operations. It calls for realistic, channel-neutral policies to

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e-commerce update / Feature

Ireland • Internet usage has steadily increased, reaching 90% in 2023. • E-commerce B2C Turnover reached 12.75Bn in 2022, growing 5% on 2021. • The Irish government has introduced the Digital Connectivity Strategy, aiming to provide widespread broadband connectivity by 2028. • Improved connectivity is essential for businesses, as many professional services have become digitalised. • EU policies like the Right to Repair have encouraged sustainability and circularity in SMEs.

France meet evolving expectations of companies and consumers. E-commerce Europe, representing the European digital commerce sector, collaborates with national associations such as Retail Excellence Ireland to create a better framework for online merchants. They focus on e-regulations, sustainability, digital transactions and innovation, e-logistics and taxation, and platforms. The report also includes insights from various European countries, their e-commerce growth rates, and consumer behaviour, both nationally and cross-border. Overall, the report highlights the resilience and growth potential of the European e-commerce sector despite challenging external factors and the importance of policy adaptation to support its continued success. An adapted version of the report is available to REI members on request.

• Internet usage remains high, with 83% of the population buying goods or services online in 2022. • E-commerce sales comprise a significant portion of GDP, reaching 6.14% in 2023. • Notable policies include a new digital law integrating the DSA into national legislation and European regulations focusing on environmental sustainability. • Sustainability efforts include initiatives like the Charter for Sustainable E-Commerce Logistics.

Belgium • Internet usage increased steadily from 2018 to 2023, reaching 95% in 2023. • Upcoming postal law proposals aim to improve working conditions for parcel deliverers but raise concerns about increased pressures on Belgian e-commerce.

Germany • Internet usage has been consistently high, with 93% in 2023. • E-commerce contributes significantly to GDP, reaching 2.58% in 2023. • Germany shifts national policymaking to the European level, with EU policies like the Packaging Regulation having a major impact. • Sustainability efforts involve the transition to electric vehicles for delivery and circular business models.

Netherlands • Internet usage in the Netherlands is high, with a growing e-commerce market. • The country’s GDP includes a substantial portion from e-commerce sales. • The direct-to-consumer e-commerce trend is on the rise.

United Kingdom Luxembourg • Luxembourg has a high internet usage rate and a growing e-commerce market. • The country has a strong GDP, with a significant portion attributed to e-commerce sales.

• The UK has a high percentage of internet users making online purchases. • E-commerce contributes significantly to the country’s GDP, making up 9.8% in 2022. • B2C E-commerce turnover in 2022 reached 291Bn, which was flat on 2021.

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Partner / TAP Creative

Revitalising Carry Out

Elevating Off Licence Retail for the Next Generation Whether you’re a thriving independent store or part of a retail group, your brand is your most valuable strategic asset. TapCreative explains how one brand, Carry Out, benefited from a revamp

randing is the heartbeat of any retail business, transcending mere logos and slogans to create a unique identity that resonates with customers. It communicates values, promises, and a consistent experience. The effective expression of the brand in physical stores is crucial, as it not only enhances a retailer’s identity but also creates a memorable and compelling shopping experience. Understanding and harnessing the potential of a brand is essential for long-term success. A fresh new look One such retailer who has recognised the value of investing in their brand experience is Carry Out. In the landscape of Irish off-licences, Carry Out has emerged with a product range, expertise, and commitment to service, with over a hundred stores nationwide. However, with a look and feel that hasn’t grown since its inception in 2003, the familiar face of the brand was showing signs of fatigue. Award-winning design agency TapCreative was tasked with leading the brand’s transformation. The mandate was clear – reimagine Carry Out’s essence from the ground up to rejuvenate the brand and redefine how the brand resonates with the next generation of consumers. No longer just a place for quick pickups, it has become a place for micro-trips, destination missions and discovery missions. This insight catalysed Carry Out’s evolution – from an ordinary ‘offy’ to a vibrant ‘local destination’ bridging the gap between habitual shopping and enjoyment of something new and exciting. Fresh, Fun and Modern The revamped experience is designed to be fresh, fun, modern and edgy. A ‘modern urban brewery’ aesthetic using honest and real materials like box section steel, diamond mesh, woods, and upcycled pallets. Bold and playful messages adorn internal bulkheads underlining the brand’s friendly

personality, highlighting each destination, and creating sensory engagement. Bold use of colour and lighting helps guide the customer journey and create destination appeal. The modern Irish consumer wants experiences that understand them and deliver relevancy. Carry Out’s new brand identity emerged from this. The logo has been untangled to provide greater clarity whilst recrafting the iconic ‘wine glass’ as a central focus to maintain the fun link to the older mark. Red has been preserved as the primary colour, with a subtle shift towards a brighter, more youthful tone. The typography is clean and confident to complement the look and feel. Hand-drawn illustrations create ambient points of interest and are used as graphic devices for brand ownership across physical and digital touchpoints. The reinvigoration of Carry Out is a testament to the evolution of retail. Thoughtfully designed for the discerning, forward-looking Irish consumer to explore, indulge responsibly, and celebrate the essence of a local favourite. It proves that investing in your brand experience is an investment in the future of your business, ensuring it thrives in the ever-evolving retail landscape.

For more information: tapcreative.ie, carryout.ie

Retail Times / Autumn 2023

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13/10/2023 04:42

Positive Retail / Partner

Retail Transformation:

Brenda Kelly, Positive Retail

Spotlight on POS Software Innovation

Retail is evolving rapidly and businesses must adapt to stay competitive. Point of Sale (POS) or EPOS software, once a basic transaction tool, has transformed into a strategic asset that can significantly impact retail operations. Sales & Marketing Manager of Positive Retail, Brenda Kelly, explains how the top trends and innovations in POS software, can future-proof your retail business

Cloud-Based POS Systems Cloud-based POS systems are beginning to replace traditional on-premises solutions. With increased trust, business owners are starting to adapt to a SAAS model. A cloud-based POS offers scalability and accessibility from anywhere with an internet connection. Cloud POS empowers retailers to manage operations in real-time, facilitating data-driven decisions and ensuring business continuity wherever they may be. AI and Machine Learning AI-powered POS has the potential to revolutionise customer experience in-store. AI enhancements such as unattended retail models, voice ordering, and facial recognition to personalise customer experience are emerging in the industry. Inventory management with AI forecasting is the most readily available AI function for POS. Advanced inventory management powered by AI helps retailers optimise stock levels, reduce wastage, and prevent stockouts. AIdriven forecasting predicts demand patterns, ensuring retailers always have the right products in stock. Mobile POS Solutions Leveraging the prevalence of smartphones and tablets enables retailers to conduct transactions throughout the store, reducing checkout queues and enhancing customer service. Additionally, mobile POS facilitates inventory management and personalised shopping experiences. Omni-Channel Integration Modern consumers expect a seamless shopping experience across physical stores, e-commerce sites, and mobile apps. This means integration across all channels including e-commerce, Google My Business Products, and marketplaces like Amazon and eBay. To future-proof brick-and-mortar stores, retailers need to seamlessly integrate all sales channels with the expectation to synchronise inventory, pricing, and customer data in real-time. Some POS solutions can take this one step further by managing all in-store and online activities from one platform, such as POS and e-commerce in one space.

Customer Relationship Management POS software now incorporates CRM functionalities, allowing retailers to gather and analyse customer data. This enables personalised marketing campaigns and loyalty programs, cultivating happy, loyal customers who are more likely to return. In summary, POS software is a critical component of retail success. These emerging trends and innovations position retailers for success in an ever-evolving retail landscape.

Positive Retail is a retail technology provider specialising in POS, integrations, and consulting. With over 16 years of industry experience, Positive is the partner of choice for single-store operators right through to enterprise clients. Reach out to us on 01 629 6058 or email info@pss.ie

Autumn 2023 / Retail Times

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13/10/2023 04:45

Finance / KPMG

How will AI change retail? Cian Kelliher, KPMG

2023 marked a turning point for artificial intelligence with the rapid rise of new generative AI technologies such as ChatGPT and incredible advances in image and video generation technology. It’s already beginning to impact different areas of our everyday lives, but how will it impact retail? Cian Kelliher, Management Consulting Partner at KPMG explains

AI is often equally exciting and frightening to people. While it does have the potential to threaten jobs through automation, it also has significant potential benefits for retail. Automation can reduce costs, monitor levels of carbon emissions and waste, and help to improve sustainability. The technology is still at a relatively early stage and has yet to be fully commercialised. Many leaders find themselves trying to figure out how they will, if at all, incorporate this new tech into their businesses. There is significant cost attached to this type of R&D but there could also be an opportunity cost for those who do not get a handle on this at an early stage.

Regulation AI is still largely unregulated and there are big questions about how this will change in the future, with the EU working on the AI Act. Before that though, we’ll have the Digital Services Act which will be directly applicable across the EU by February next year. The act aims to regulate more strictly how social media advertising works. It aims to provide users with better information about why content is recommended to them. Targeted advertising will also be banned for minors and the use of sensitive data, such as sexual orientation and ethnicity will no longer be allowed. They also aim to make products sold online within the EU safer as well in line with regulations. The Act is generally aimed at tech companies rather than at retailers, but it’s important for those who have a significant social media presence to understand how it may affect their marketing strategy. What can AI do for retail? AI has the potential to revolutionise everything from eliminating manual tasks through process automation, providing automated customer service, analysing consumer behaviour and preventing the loss of products through theft and expiry. Technology investment is expensive upfront but can release pressure on the bottom line by increasing efficiencies and productivity from a shrinking workforce. New technologies in the hands of employees and direct automation, on the retail floor or within the supply chain, allow retailers to do more with less. Self-checkout and returns, automated distribution centres and many more efficiencies will become commonplace. Just as importantly, automation and other innovations can free employees from manual tasks and allow them to focus on what matters most: enhancing the customer experience. What next? Retailers need to look at whether adopting AI is right for their business. This will first involve getting familiar with what this new tech can do. Some are undoubtedly already experimenting with this. It’s too early to say whether this will fundamentally change how we shop, but it’s worth remembering that few in the 1990s predicted how much the internet and mobile phones would change our lives!

Retail Times / Autumn 2023

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13/10/2023 04:46

Next Gen Retail The changing shape of the high street

Get our latest consumer insights

9382_NextGenRetailAd_June2023.indd 1 Ad Templates.indd 35

06/06/2023 15:16:00 13/10/2023 04:56

HR / Training

Employment Law Update 2023/2024 There have been a number of employment law changes in recent times and, as 2023 draws to an end and we look forward to 2024, there’s more to contemplate. Below are the key changes Retail Excellence members should be aware of, says Tommy Smyth

Work-Life Balance and Miscellaneous Provisions Act 2023

Statutory Sick Pay (SSP)

Auto-enrolment Pensions

This new legislation, signed into law in April 2023, is a further step towards greater diversity and inclusivity in the workplace, and its legislative impacts extend to all organisations, regardless of size. The new legislation covers the following: • • •

•

Increased breastfeeding rights (introduced on July 3rd) Unpaid medical care leave – 5 days (introduced on July 3rd) Paid domestic violence leave – 5 days (due to be introduced in late 2023) The right of parents & carers to request flexible working (due to be introduced in late 2023) The right to request remote working (awaiting a code of practice from the WRC)

Since Jan 1st 2023 employees (who have been working for a minimum of 13 weeks with their employer) are legally entitled to 3 days of Statutory Sick Pay (SSP). Employers must cover 70% of the employee’s normal pay, capped at a maximum of €110 per day. This scheme will now extend to 5 days from January 1st 2024, as part of the planned incremental rise to 10 days in 2026.

It was anticipated that from January 1st 2024 employers would have to commence a paid pension scheme for qualifying employees. The launch date has been delayed by Government until Autumn 2024, with the exact commencement date yet to be announced. A new government agency, the Central Processing Agency (CPA) is being established and this agency will partner with 4 current pension providers who will in turn partner with employers to manage pension funds. You can expect plenty of media coverage around this early next year and, of course, each of the 4 providers will be actively seeking to engage with employers. Rest assured the options and timelines will be front and centre in 2024.

Retail Times / Autumn 2023

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13/10/2023 04:48

Training / HR

Tommy Smyth, Tom Smyth & Associates

Minimum Wage Increase

Protected Disclosures

Gender Pay Gap Reporting

The Low Wage Commission recently recommended to Government that the NMW should increase from €11.30 to €12.70 per hour from January 1st 2024. This reflects the planned introduction of a National Living Wage, which is benchmarked at 60% of hourly median wages and is set to replace the NMW by 2026. The concern for businesses is obviously the large increase this means for wage costs, which in 2024 would be further compounded by the introduction of the aforementioned auto-enrolment pension later in the year.

From December 17th 2023 all employers with more than 50 employees will need to have clear Protected Disclosures policies in place. Employers must provide internal channels and procedures that are managed in a GDPR-compliant manner and allow employees to confidentially report wrongdoings. Any person making a ‘protected disclosure’ cannot be treated unfairly or lose their job as a result of taking such an action.

As the scope of the ‘Gender Pay Gap Information Act 2021’ widens, organisations with 150250 employees are required to prepare a Gender Pay Report in 2024. Any employers in this bracket should be looking at this now to ensure they are ready for this legal requirement.

These notes are prepared for general guidance only and are correct at time of print. As always, we recommend employers seek direct advice on any matters of concern.

Tom Smyth & Associates. P: 021 4634154 E: info@tsaconsultants.ie W: www.tsaconsultants.ie

Autumn 2023 / Retail Times

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13/10/2023 04:48

Suppliers Directory

SUPPLIER DIRECTORY denotes Retail Excellence Platinum Partner

Star Category Of Company

Company

Account Manager

Audit, Tax, Advisory

KPMG

Claire Davey

& Consulting Services

www.kpmg.ie

claire.davey@kpmg.ie

Branding & Retail Design

TapCreative

Niamh Higgins

www.tapcreative.ie

niamh@tapcreative.ie

Sky Media Ireland

AJ Crinion

www.skymedia.ie

aj.crinion@sky.ie

Broadcast Media

Business Loans

Cash Handling Solutions

Cash Logistics Services

Grid Finance

Greg Baur

www.gridfinance.ie

greg@gridfinance.ie

Contact Information

Glory

David O’Meara

www.glory-global.com

david.omeara@glory-global.com

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 Asset Platform

Tweak

Jerry Kennelly

for Retail & Ecommerce

www.tweak.com

jerry@tweak.com

Digital Marketing Agency

Core Optimisation

Caroline Dunlea

www.coreoptimisation.com

caroline@coreoptimisation.com

Stacked

David Moriarty

www.stacked.ie

david.moriarty@stacked.ie

.IE

Registration Services

www.iedr.ie

registrations@iedr.ie

Shopbox AI www.shopbox.ai

Alan Gormley

StudioForty9

Ger Keohane

www.studioforty9.com

ger@studioforty9.com

Digital Signage

Domain Name Registration

E-commerce AI Technology

E-commerce Agency

+353 (0)1 700 4339

+353 (0) 1 541 4664

+353 (0) 86 257 7850

+353 (0) 1 685 3004

+353 (0) 1 467 0542

+353 (0) 87 133 6000

+353 (0) 42 93 39911

+353 (0) 65 686 8633

1800 202 202

+353 (0) 86 086 2840

+353 0818 40 99 88

+353 (0) 1 236 5400

+353 (0) 87 264 3122

alan.gormley@shopbox.ai +353 (0) 21 239 2349

Retail Times / Autumn 2023

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13/10/2023 04:49

Suppliers Directory

Star Category Of Company

E-commerce Agency

Company

Account Manager

Contact Information

Ireland Website Design

Nick Butler

www.irelandwebsitedesign.com

nick@irelandwebsitedesign.com

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

Exemplar Energy

Jonathan Fitzpatrick

www.exemplarenergy.ie

jonathan@exemplarenergy.ie

Positive Systems Solutions

Damien O’Driscoll

www.pss.ie

damien@pss.ie

Retail Integration

Patrick Heslin

www.retail-int.com

patrick@retail-int.com

CBE

Oliver Sheridan

www.cbe.ie

oliversheridan@cbe.ie

Footfall Counting, Digital

Detectag Retail Services

Garry Doyle

Signage & Loss Prevention

www.retailservices.ie

garry.doyle@retailservices.ie

Electronic Security Solutions

Energy Services

EPOS Solutions

+353 (0) 51 325 567

+353 (0) 1 406 7610

+353 (0) 1 808 2121

FromMe2You Gift Card

John Wall

www.me2you.ie

John.wall@me2you.ie

Insurance

Instalments

+353 (0) 1 6296058

0818 373 000

+353 (0) 85 171 5629

Gift voucher and

Insurance

+353 (0) 87 276 8778

+353 (0) 1 429 6800

Gift Card Solutions HR Consultant

+353 (0) 1 836 5538

+353 (0) 87 666 6795

Tom Smyth & Associates

Tommy Smyth

www.tsaconsultants.ie

tommy@tsaconsultants.ie

FBD Insurance

Patrick Carey

www.fbd.ie

Patrick.Carey@FBD.ie

+353 (0) 21 463 4154

+353 (0) 86 815 4193

Orbital Insurance Brokers

Chris Hamilton

www.oib.ie

chamilton@oib.ie

Mastercard

Aimee McLaughlin

www.mastercard.com

Aimee.McLaughlin@mastercard.com

+353 (0) 86 041 2761

IT – Domain and

Blacknight

Michele Neylon

Hosting Services

www.blacknigh.com

michele@blacknight.com

IT Solutions, Phone

Radius Technologies

Jerry Buckley

1890 592500

www.radius.ie

jerryb@radius.ie

Jobs.ie

John Killalea

+353 (0) 1 670 9900

www.jobs.ie

john.killalea@jobs.ie.

Systems & Security Jobs Posting Platform

Licence Exempt Music Provider Image Sound www.imagesound.com

Phil Randle

+353 (0) 59 918 3072

+44 (0) 1 246 572 997

service@imagesound.co.uk

Autumn 2023 / Retail Times

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Suppliers Directory

Star Category Of Company

Legal Advisory

Logistics

Company

Account Manager

Sherwin O’Riordan

James Sherwin

www.sor-solicitors.ie

jsherwin@sor.ie

DHL Express

Ciara Hynes

www.dhl.ie

Ciara.hynes@dhl.com

DPD

Kathy Boles

www.dpd.ie

sales@dpd.ie

Mystery Shopping,

Crest Mystery Shopping Ireland

Michele Cawley

Store Assessments

www.crestireland.com

michele@crestireland.com

Payment Solutions

Payroll Services

Personalised Retail Packaging

Print and Design

Recruitment

Contact Information

AIB Merchant Services

Jonathan Mahon

www.aibms.com

jonathan.mahon@aibms.com

AG Associates

Angela O’Leary

www.agassociates.ie

angela@agassociates.ie

Barry Packaging

Eamonn Barry

www.barrypackaging.com

eamonn@barrypackaging.com

Kingdom Printers

David Keane

www.kingdomprinters.net

dave@kingdomprinters.net

Excel Recruitment

Barry Whelan

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

Paul Cummins

www.seachange.ie

paul.cummins@seachange-intl.com

RFC Security

Terry Conlon

www.rfc-security.ie

Terry@rfc-security.ie

DDC Group

Ashley Gardiner

www.ddcshopfit.ie

ashley@ddcshopfit.ie

Johnston Shopfitters

ShaneBrennan

Security Services

Shopfitting and Retail Design

www.johnston-shopfitters.com

+353 (0) 1 663 2000

+353 (0) 86 197 0085

+353 (0) 906 420 500

+353 (0) 86 814 5004

+353 (0)86 130 1932

+353 (0)21 482 4723

+353 (0) 87 263 9487

+353 (0) 66 712 1136

+353 (0) 1 814 8747

+353 (0) 85 119 8040

+353 (0) 87 052 24 95

+353 (0)83 872 8232

+353 (0) 1 401 3050

+353 (0) 86 244 0714

sbrennan@johnston-shopfitters.com Andrew Johnston

+353 (0) 1 419 0419

ajohnston@johnston-shopfitters.com Shopfitting and Retail Design

Stocktaking Service

Tax Free Shopping Provider

Store Design

Declan McKeever

www.storedesign.ie

d.mckeever@storedesign.ie

Stocktaking.ie

Sharon Kelly

www.stocktaking.ie

sharonk@stocktaking.ie

Planet

Tracey Despard

www.weareplanet.com

Tracey.Despard@weareplanet.com

+353 (0) 1 413 1350

+353 (0) 86 389 9542

+353 (0) 1 513 3860

Retail Times / Autumn 2023

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17/10/2023 12:34

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13/10/2023 04:57

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