IoD Winter 2014 | ONLINE EDITION

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suffolk

Patricia Harpley Edward Harpley Curtain Poles Finials and Pelmets ltd

Barry Chevallier Guild

Edward Harpley

Grahame Tinnion

Family values

Handmade to order in Suffolk

10 Questions

Inspiring and connecting the county's business leaders



CONTENTS / AUTUMN’14

IOD SUFFOLK Luke Morris, Chairman

4

2015 events for your diary

5

IoD Suffolk new members’ lunch

9

Charity | Suffolk Mind

13

IoD Suffolk Annual Dinner

20

Join the IoD

32

9

FEATURES Protecting the Director

7

Employee fraud

8

Where companies go wrong

10

A word from the accountants

12

Business Insider | EP Marketing

14

Business profile | Edward Harpley 16 Fit for Life | Ipswich Sports Club

24

Conferencing at Stoke by Nayland

26

Across the region

28

The changing face of retail

30

Book review | How to Speak Money

31

20 22

PEOPLE Martin Chambers, Editor

3

10 Questions | Graham Tinnion

6

Family values | Barry Chevallier Guild 22

Published by: Tilston Phillips Magazines Limited 141 Norwich Road, Ipswich IP1 2PP enquiries@tilstonphillips.com www.tilstonphillips.com Designed by: Toni Escriche

All rights reserved. Reproduction, in part or in whole, without the prior consent of the publisher is strictly prohibited. The content of this magazine is based on the best knowledge and information available at the time of publication. All times, prices and details of events were correct at time of going to press. The views expressed by the contributors are not necessarily those of the publishers, proprietors, the Institute of Directors or others associated with this production. © Tilston Phillips Magazines Limited 2014

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Commitment that brings certainty to your business 01473 346046 www.poundgates.com Pound Gates St Vincent House, 1 Cutler Street, Ipswich, Suffolk, IP1 1UQ Pound Gates & Co Ltd, trading as Pound Gates, is authorised and regulated by the Financial Conduct Authority, and is an ISO and Investor in People accredited company.


THE EDITOR’S VIEW

“The more things change, the more they stay the same," goes the epigram from French writer Jean-Baptiste Alphonse Karr. Since the last issue of IoD Suffolk we’ve had a referendum in Scotland, my birth country, and the first two UKIP MPs taking their seats in parliament. The latter events, I believe, uphold the epigram’s underlying sense, as the numbers of UKIP MPs may have gone from zero to two, but it is just the same two guys wearing different hats and sitting in different seats. Martin Chambers The Scottish referendum, however, while it returned a vote preserving the status quo, has, I believe, transformed the country in such a way that things will not be the same again. Politics north of the border have changed for good, and for the good in that it has increased participation and interest in the political process, and questioning of representatives. But some things do remain the same, like England beating Scotland at football, and the state of Suffolk’s road and rail systems. Someone asked me how it is that we can send a space probe millions of miles to arrive on a meteor, when we can’t get a train to run along a track and arrive at a platform 70 miles away. The wonders of the universe just keep making us wonder. How much does business, and the way we do business, really change? The language changes,

and I’ve reviewed a book about that in this issue, but has the substance of business changed over the years, or has the DNA of commerce, as Monsieur Karr says, stayed the same? Plenty to ponder over the festive period. Inside, we look at what happens when accountants can’t count and businessmen can’t do business, with regard to Tesco and Phones 4U. We talk to leaders in the drinks, hospitality and manufacturing industries, and look back at the IoD Suffolk’s recent events. Have a merry Christmas and a prosperously different new year!

Martin Chambers – Editor

www.iod-suffolk.co.uk Follow @SuffolkIoD

Caroline Kearney Suffolk Branch Administrator 07917 699498

EDITORIAL Martin Chambers Editor 01473 286155

ADVERTISING Marina Jacobs Advertising executive 01473 286155

caroline@iod-suffolk.co.uk

martin@tilstonphillips.com

marina@tilstonphillips.com

IoD suffolk | winter 2014 | 3


LUKE MORRIS / IOD SUFFOLK CHAIRMAN

Average pay growth overtakes inflation But... things are still tough. We need to maintain resolve, continue to innovate and continue to share

In November the Office for National Statistics has put out a key piece of data: average pay growth for British workers has overtaken inflation for the first time in five years.

recession in recent memory. Inflation worryingly low (and slipping). With political apathy and the rise of populism I believe the ingredients are still all there for the collapse of the euro.

The government has been quick to take the credit for a recovery filtering through; the unions remain critical of historical low earnings, in real terms. To my mind, and speaking to our members in Suffolk, there is a feeling that productivity in the UK is finally starting to improve. But there’s also still a good deal of caution about the world economy. Rightly so.

I was privileged to sit beside Jan Cavelle during our Annual Dinner in October. Jan’s gritty candour about being a manufacturer in Suffolk was a breath of fresh air. Her message was common sense stuff: the customer comes first. But for Jan it wasn't just cliche. What I found most interesting was how she has squarely faced challenges and difficulties during her career. Building a team with the right fine crafting skills in Haverhill, in a world of MDF and Laurence Llewelyn Bowen! And getting the right individuals with the right skills in to support her (at the right time) in her

Unpredictable dangers in the Middle East. The wicked Ebola epidemic. Tumbling oil prices. China’s growth at its slowest for five years. Germany stumbling. The eurozone on the verge of its third

business journey. Often these were the customers themselves who, of course, know best. On this last point, we’re delighted to be kicking off an informal matching service we’re developing with Menta. Connecting experienced business leaders from our club with those emerging businesses that approach Menta for help. Where these relationships will go, who knows. However, what I do know is that we need to continue to innovate and continue to share in these uncertain times. Business is becoming more connected, more informal and more social. Please come and be part of it.

Luke Morris IoD Suffolk Chairman and Partner, Larking Gowen 4 | IoD suffolk | winter 2014


IOD EVENTS FOR YOUR 2015 DIARY February

March

Wednesday 21st Breakfast Meeting 07.30 – 10.00

Wednesday 25th Breakfast Meeting 07.30 – 09.30

Wednesday 11th Breakfast Meeting 07.30 – 09.30

Business Leaders Series

Business Leaders Series

With IoD Cambridgshire

Hosted by IoD Member, CMG Technologies, Rendlesham

Hosted by Sanctuary Personnel

Hosted by IoD Members

Case Study and Themed Debate: Staff retention and an Apprenticeship Academy at the heart of the business stuts

The Packhorse Inn, Moulton, Newmarket

Case Study and Themed Debate:

Management Buy Outs and Grants

Mobile apps

Date to be confirmed – see website Evening Reception 18.00 – 21.00

SPRING 2015

January

Marshall Jaguar Motorshow Hosted by Marshall Jaguar, Ipswich A joint event with IoD Essex, timed with the launch of the new Jaguar XE

May

June

Wednesday 15th Breakfast Meeting 07.30 – 09.30

Wednesday 13th Morning and Lunch 08.00 – 14.30

Wednesday 10th Members Lunch 12.00 – 14.30

Business Leaders Series

IoD Annual Conference

Your IoD

Hosted by IoD Member

Endurance in business stuts

Case Study and Themed Debate stuts

Wednesday 24th Afternoon Seminar and Dinner

Wednesday 22nd (subject to change) Evening Event

Mental Health, A Growing Issue

Business QuestionTime in Ipswich

In conjunction with Suffolk Mind

Pre-election debate in collaboration with Suffolk Chamber of Commerce and Ipswich Central

July

Join our IoD Suffolk Business Club Sharing expertise amongst the

An Evening with Omega Ingredients, The Chemistry of Cocktails

county and region’s business leaders

Seckford Hall, Woodbridge The fusion of biochemistry with natural materials

events a slightly larger cost.

Each breakfast incurs a small

September Wednesday 9th Breakfast Meeting 07.30 – 09.30

Business Leaders Series: The Art of Delegation

charge to cover costs. Larger A participative session in Bury St Edmunds

AUTUMN 2105

Wednesday 22nd Evening Event 18.00 – 21 .30

SUMMER 2105

April

Any profits to Suffolk Mind

November

December

Thursday 15th Evening Event 19.00 – 23.00

Wednesday 18th Breakfast Meeting 07.30 – 09.30

Wednesday 9th Evening Event 17.30 – 20.00

IoD Suffolk Charity Dinner for Suffolk Mind

Business Leaders Series

Christmas Drinks Reception

Hosted by IoD Member, Case Study and Themed Debate

The Cookhouse, Ipswich Informal drinks reception

The Hangar, Kesgrave Hall, Ipswich A Black Tie Reception Followed by Dinner and an After Dinner Speaker

Visit iod-suffolk.co.uk for updates on all events Watch out for a special briefing to be organised with IoD Chief Economist, James Sproule IoD suffolk | winter 2014 | 5

WINTER 2105

October


SUFFOLK ENTREPRENEURS

10 Questions...

Grahame Tinnion with general managers, Garth Wray and Peter Osbourne

Martin Chambers: What has been your most satisfying moment in business? Grahame Tinnion: Leading one of the region’s largest hotel and hospitality businesses has been hugely satisfying in so many ways. However our recent work to partner with the North Suffolk Skills Academy to provide an NVQ based Chef Training Programme for young people has been a great experience for all of us involved. The passion and commitment of our students (all 38 of them!) is genuinely inspiring. What is the most important innovation you have made at TA Hotel Collection? As hoteliers we are in the business of constant innovation to meet and exceed the needs of our customers. One area that I am particularly excited about is our use and application of all forms of digital communication. From our staff intranet to our customer facing twitter feeds we have got ourselves in a great place. A modern hotel is in many ways a digital business and the journey to stay ahead in this fast moving space is an exciting one. With the benefit of hindsight, is there anything you would do differently? No. That certainly doesn’t mean I haven’t made any mistakes, but the things that don’t go as quite planned are where you get your learning. Having said that, we’ve had a huge success with the launch of our Seafood & Grill restaurant at the Brudenell in Aldeburgh, so maybe it took us too long to bring stunning seafood to Aldeburgh… maybe another lesson learned! What are the most important parts of your business? In my opinion there is one, and one only 6 | IoD suffolk | winter 2014

– people – and in this respect we have been really blessed. I am constantly impressed with the skill, passion and dedication of our team. As a service business everything we do comes down to the interaction of people and the experiences this creates. For us training, coaching, mentoring and feedback are vital elements in helping our people to deliver to the ever-increasing needs of our market place. Who do you most admire, in business or in general? It has to be my sister, Ruth. She has lived with cancer for a number of years and is going through a pretty tough time at the moment. Her strength, drive and determination is inspirational to all who know her, how she balances the challenges of leading family life and this illness is remarkable. If you were to set up a new business, what sector would it be in and what would you call it? We’re always looking for opportunities, but the business’s (and my own) strengths definitely lie in the hospitality sector. In our quest to increase our engagement with all the family I quite like the idea of developing a major outdoor/indoor attraction – ‘Suffolk Ape’ maybe? And given the reach of our business’s hotels, restaurants, cottages, golf, spa and outside catering I really like the idea of packaging up a complete Suffolk holiday offer. Is there anyone you would say that you ‘owe’ your success to? So many people have been part of my journey in the hotel business and I have been extremely lucky to have worked for,

The second in an occasional series where IoD Suffolk talks to business leaders from the county. In this issue we talk to Grahame Tinnion, chief executive of the TA Hotel Collection...

and with, so many talented people. Timing is everything and little did I know that when I came over the ‘border’ from Norfolk to work with Tim RowanRobinson in the mid 90s that we’d go on to create such a wonderful portfolio. What changes in Suffolk would make the biggest difference to business in general, and to TA Hotel Collection? I think there are several things we can do to improve business in Suffolk, such as road and travel infrastructure, growing the ‘destination’ Suffolk brand and environmental improvements. Rather than critiquing from the sidelines we play an active part in many of these initiatives. But for me the number one priority would be broadband. We simply have to get this cracked. What are the biggest challenges you face at TA Hotel Collection? The constant increase in customer expectations is an ongoing challenge and inspires us to anticipate and respond by constantly improving our products and services. One really exciting challenge we are working hard on right now is the launch of our first spa at the Swan at Lavenham. What are you most proud of in your business life? Our strategy in all our acquisitions has been to operate them for a period of time, understanding them, so that we can then implement the very best structure and positioning to help each business thrive. I am therefore very proud to be the managing director of such a wonderful collection of brands.


PROTECTING THE DIRECTOR

HMRC CRACKING DOWN ON TAx AVOIDANCE & TAx MITIGATION SCHEMES The Finance Act 2014, which became law in July, is threatening some companies with insolvency

The Finance Act 2014, which became law in July, is threatening some companies with insolvency. The Act creates new powers which are designed to target individuals and companies which have taken advantage of tax avoidance/tax mitigation schemes. HMRC now has the power to look back over the last 10 years and issue demands for payments ‘on account’ pending determination of whether or not the tax scheme is lawful. These so-called ‘Accelerated Payment Notices’ could, for some, amount to millions of pounds.

A number of high profile celebrities have already been hung out to dry by the media for taking advantage of ‘tax loopholes’, provoking the response by David Cameron that it was “morally wrong”. But wherever the blame lies, over in the corporate arena, companies which face huge demands from HMRC are going to find themselves in significant difficulty, which equally could create problems for their directors personally. Birkett Long’s insolvency law team has already seen directors whose companies will be unable to pay the impending demands and therefore are now technically insolvent. There are farreaching effects for directors, management, employees, customers, suppliers and shareholders if a business fails. The directors of the business will need timely advice on the best way forward in these situations, be it a corporate rescue or restructure, a prepack administration or, in many instances, a voluntary liquidation. The team has been able to guide the directors of these companies through the legal minefield, making sure they do not

fall foul of other laws such as wrongful trading, misfeasance or preferences (where a company makes payments to some creditors ahead of others) as well as minimising or eliminating the risk of directors disqualification proceedings. They have also assisted such directors in the setting up of their new businesses, providing advice on whether and how they can trade with the same or a similar name to the old company, as well as advising on the acquisition of the assets of the old company from the liquidator. The author, Kevin Sullivan, is a partner at Birkett Long LLP. He specialises in contentious insolvency and is recognised in the legal directory, Chambers UK, as a ‘key individual’ in this area of work. Kevin acts for business clients and insolvency practitioners, and is particularly experienced in successfully defending directors facing proceedings under the Company Directors Disqualification Act 1986. He holds the Certificate of Proficiency in Insolvency and is a member of the Association of Business Recovery Professionals, R3.

Kevin can be contacted on 01206 217376 or kevin.sullivan@birkettlong.co.uk


TAXATION

Employee fraud By Fiona Hotston Moore – Partner, Ensors Chartered Accountants

Employee fraud is far more common than any other fraud. It is estimated that 85% of all reported fraud is by employees and the sums involved are increasing. In the US, employee fraud was estimated to cost businesses $50bn in 2012 and one third of business bankruptcies are attributed to employee fraud. Fifty per cent of employee frauds cost the business less than £100,000 but a staggering twenty-three per cent cost in excess of £1m. In the retail sector, more goods are stolen by employees than by shoplifters and it’s estimated that one in three employees will take from their employer if the opportunity arises. This can include inflated expense claims, helping

themselves from the stationery cupboard, fictitious employees or fraudulent banking transactions.

So how can a business protect themselves from fraud? The key to deterring the would-be fraudulent employee and to uncovering a fraud is culture, awareness and scepticism. If something doesn't sit comfortably don't ignore it. Typical signs that something may be wrong include: An employee who is working long hours. An employee's behaviour changes or they become defensive or evasive. An employee makes an unusual luxury purchase which doesn't seem to sit within their means. A ‘cosy’ relationship between an employee and your customer or supplier. Small differences in reconciliations, a reluctance to reconcile accounts or unexplained debit balances on a supplier ledger. Exceptionally good performance by your business or a department within the company. Good performance should be subject to as much management scrutiny as poor performance. Frequent visits by a member of the employee’s family or friends.

It is essential to conduct full employee checks on all employees, including temporary ones, and it is also worth checking your business insurance adequately covers the risk of employee fraud. All businesses should consider seeking an external review of their systems and checks and larger businesses should consider an external check on their purchase ledgers. These audits don't just uncover deliberate fraud but often uncover significant overpayments, duplicate payments and unclaimed discounts and therefore are often offered on a ‘no-win no-fee’ basis.

What if you suspect employee fraud? It is essential to seek legal advice immediately. This is to protect the evidence and avoid a claim in the Employment Tribunal if you inadvertently breach your employee’s rights. As forensic accountants and expert witnesses we can work with your lawyer to investigate and quantify the potential legal claim or to verify the extent of the loss for an insurance claim. It is, of course, a difficult balance. And whereas it is important to trust and respect your team you should also maintain a healthy level of scepticism.

An increase in wastage or customer complaints.

www.ensors.co.uk Fiona.hotstonmoore@ensors.co.uk Twitter - @hotstonmoore www.huffingtonpost.co.uk/fiona-hotston-moore


NEW MEMBERS

IoD Suffolk New Members' Lunch 13 November 2014 | The Cookhouse, Suffolk Food Hall

Mary Graham

Ann Stalley, Graham Kill and Mary Graham

Josh Ward, Annabel Young, Tom Cowley, Jade Anderson, Nathan Dickson, Lucy Sheppard, Jordan Holder, Bradley Singleton, Charlotte Coles-Morris

Chris Conway, Rachel Garrett and Phil Marsh Jane Cattermole with Catherine Chambers

Neil Matthews

It’s your local business club. Tell us what you think

• To have conversations that stimulate thinking.

happen. We collected a range of projects that we’d welcome some help with:

IoD Suffolk Chairman, Luke Morris, invited new IoD members to a working lunch at The Cookhouse at The Suffolk Food Hall in November to help shape plans for 2015.

Some easy wins

• An online forum at iod-suffolk.co.uk • A Suffolk Member Directory • Better use of social media in general – IoD Suffolk LinkedIn, Facebook, Twitter • Speaking at local colleges and schools, especially years 8 and 9 when subject choices are made • A Careers’ Day to help develop relationships between schools and colleges and businesses looking to trainees and graduates.

A huge thank you to those that attended the lunch. The input is invaluable. The objectives of IoD membership were clear: • To meet kindred spirits, people facing the same challenges • To share ideas and experiences • To be in a place where there is no hard sell • To mix with people who can actually make decisions

• Holding events, particularly breakfasts at member’ business locations • Economic briefings from the Chief Economist • Forging relationships with local government, councils, the Local Enterprise Partnership and other local IoD Branches • Better promotion of IoD member benefits. What we get for our money?

Where you can help You don’t have to be an IoD Suffolk Committee member to make things

If you are interested in getting more involved please contact our Branch Administrator, Caroline Kearney caroline@iod-suffolk.co.uk or 07917 699498.

IoD suffolk | winter 2014 | 9


BUSINESS INSIGHT

Where companies go wrong

Mobile phone retailer Phones 4U went quickly into receivership after its last remaining mobile operator partner, EE, cut its ties. EE had accounted for half of Phones 4U’s £1billion sales, and still had more than a year of its contract to run. A quarter of sales were made up by Vodaphone, which refused to renew its contract, and O2, which accounted for 10%, had pulled the plug earlier in the year. Phones 4U had 550 standalone stores, and employed 5,596 people.

Rob Thacker director at chartered insurance brokers Pound Gates, shares his thoughts. “The figures are phenomenal for Phones 4U – £1billion turnover, £100m profit. You'd think it couldn't go wrong. We are risk management insurance brokers and we wouldn't be in business if we didn't have insurance companies to put business with. It's the same with Phones 4U, if they haven't got network providers then they haven't got a business. It strikes me as extraordinary that they wouldn't keep quite close to their providers. It looks like BC Partners, the people who took them over in 2011, had borrowed too much money to do the deal and they squeezed the company too tightly.

10 | IoD suffolk | winter 2014

The Cauldwell brothers sold the company for £1.6bn, and it was sold on to BC Partners for £700m, so somewhere the value of the company has been reducing. It must be happening because when you walk down the high street there are mobile phone shops all over the place. The margins must be getting squeezed, it must be getting more and more competitive and either the outside forces are saying we don't need them in the market because we control them really, and they conspired to make it happen, which they will claim they didn't, and if there was pressure internally on Phones 4U to get greater margin out of their suppliers, then maybe that was the perfect storm to take it down. It must have been recorded somewhere at board level what Phones 4U’s risks were in business. Risk management is all common sense but at a board level you have to show as directors that you are acting in a right manner for the company, you are working in the company's best interests. You wouldn’t be working in the company's best interests if you were looking at your company's suppliers and trying to squeeze them too much or knowing that you could not get a deal out of them, or that the relationships were not strong enough.

The autumn news about the collapse of Phones 4U and the accounting ‘discrepancies’ at Tesco brought an early wintery chill to the high street and the city. IoD Suffolk decided to cast its eye over the outstanding events of the autumn surrounding these two firms with the help of local experts in the fields of disaster recovery and forensic accounting.

Maybe Phones 4U pushed it too far, a bit of brinkmanship, played chicken to the point where they were going to lose all. One had more to lose than the other. That's what it comes down to I guess. I think it is the fault of the venture capitalists, BC Partners. They may have thought they could make a buck or two out of it, that it would be easy, would make as much cash out of it as quickly as they could and not spend time on the business. That's what it feels like to me. Cut your margins, don’t make £100m, just make £1m. You're still going to keep your business going, and things change. Things move on. You work on your risks. That's how you run a business. You work to improve them. The things that are low risk are potentially opportunities. You don't make returns unless you take some risks.”

Tesco had predicted that it would make £1.1bn profits for the first half of this year, but UK’s largest retailer admitted an 'accounting black hole' which caused a £263m overstatement in its profits, leading to the suspension of eight executives and possible police and regulatory action.


Cartoon by kind permission of FHM Reports

Forensic accountant Fiona Hotston Moore of Ensors Chartered Accountants, explains what may be behind the retail chain’s problems. “You would expect that the accounting process at Tesco would be relatively straightforward. You ring it through the tills, you do regular stocktakes. The one area of Tesco that is slightly more complex is promotions, but nevertheless you should be able to look at the promotions and make sure you are matching the recognition of the income with the associated costs. They clearly weren't. They were taking the income early and not recognising the costs at the same time. That went back to at least 2012 if not earlier. They have now identified that at least £75m was pre the 2013 accounts so it has been something that has gone on for a number of years through several audits, interestingly. We don't know whether the figure was a material error the auditors PWC should have picked up. Tesco have had the same firm of auditors for at least 10 years and they get £7m fee annually, according to the accounts, of which half comes from non-audit work, special work which has always been a

matter of debate as to the independence issues around an auditor receiving significant fees for non-audit work. One of the questions it raises with me is this: is it right that the auditors of public companies are appointed by the board, or should the auditors of public companies be appointed by an external body? Many of the auditors of large public companies have been there for a very long time. There might be a cosy relationship or at least the perception of one. If you have a £7m audit client you may be fairly reluctant to upset that relationship. One of my concerns generally in the corporate world and particularly in the city is the lack of professional scepticism shown by professionals including accountants and auditors. Accounting is not black and white. You can select from accounting policies and decide what is most appropriate, and I don’t for one moment believe that this was an appropriate accounting policy, but whether a professional judgement was taken that there was a rationale for it and whether the sum for material for the auditor’s purpose, we don't know. The pressure on public companies to

publish a report on a quarterly basis and show a glowing picture inevitably may impact on the view taken on a grey area of accounting. I don't think it excuses it in this case because Tesco has held up its hand and confirmed that they have taken income too early, I cannot see any justification for that but I do think there is pressure on reporting good news that impacts on decision making. Equally there have been accounting errors and big financial scams that have happened in part again because if an individual's doing well or a team's doing well there tends to be a hands off approach, let them get on with it. We actually find that less attention is paid to an individual, team or a company that is doing well, whereas we should be applying more attention. Tesco has to look at its audit process. Can they really just continue with the same audit firm year on year or should they go through a mandatory rotation? That might have changed things. A new firm coming in, chances are they would have been looking to a fresh start. They would have looked into these areas and perhaps picked up the accounting errors.”

IoD suffolk | winter 2014 | 11


A WORD FROM THE ACCOUNTANTS

Helping to alleviate the pressure on GPs

As GP practices come under increasing financial and bureaucratic pressure, more and more are considering merging. This is an attractive option for any business, offering potential savings on staff and other costs, increased capacity to achieve targets and provide a broader range of services, and more partners to share the workload. The recent merger of Larking Gowen, chartered accountants, with Colchesterbased medical accountancy specialists Hubbard Lloyd, is an example of how successful such a move can be. Working together as one firm of AISMA accountants, they provide a wealth of expertise to clients and work with GPs to help them grow their business and maximise their income.

The pressures on GPs have never been higher. A large part of a practice’s income is determined by the list size. Offering alternative services to attract new patients is key, but GPs’ existing workloads can limit this opportunity. At a time when politicians are declaring an extension of practice opening hours, and with a lack of newly trained GPs entering the market, many practices will find it difficult to expand their offering further. However, some income streams are more profitable than others and, like any business, tight financial controls are essential to ensure all payments for enhanced services are claimed, and that all ad-hoc services are charged for, such as medical reports and travel vaccinations. An AISMA accountant will provide the information for GPs to check their practice’s performance against average key performance indicators, enabling identification of the best place to focus their time and efforts.

For more information on how we can help, please contact Becky Ames on 01473 833411 or at becky.ames@larking-gowen.co.uk

Becky Ames

This article is designed for the information of readers. Whilst every effort is made to ensure accuracy, information contained in this article may not be comprehensive and recipients should not act upon it without seeking professional advice. Larking Gowen is registered to carry out audit work in the UK and Ireland by the Institute of Chartered Accountants in England and Wales. Regulated for a range of investment business activities by the Institute of Chartered Accountants in England and Wales. ©Larking Gowen.

WE SEE THINGS FROM WHERE YOU’RE SITTING At Barker Gotelee, we know that you’re looking for more than just expert legal advice. The close working relationship we forge with each of our clients ensures we understand matters from all sides.

01473 611211 www.barkergotelee.co.uk

For life, land and business

12 | IoD suffolk | winter 2014


CHARITY

Suffolk Mind delighted to be IoD Suffolk’s chosen charity for 2015

St Mary at the Quay, a Quay Place for Suffolk Mind in 2016: a heritage centre with a café, wellbeing classes and therapies, exhibition and meeting spaces, and a place to explore roots and heritage.

A message from Suffolk Mind, CEO, Anna Hughes Suffolk Mind’s vision is mental wellbeing for all in Suffolk. Mental health problems are common. About a quarter of the population experience some kind of mental health problem in any one year affecting work, social life and relationships with families and friends. Companies, whether in the private or voluntary sector, play an important role in society and this is especially true with regard to their role in the mental health and wellbeing of their employees. Whilst mental health and wellbeing problems are not always caused by the working environment, these companies often experience at first hand the impact of the symptoms. Suffolk Mind is now starting

to work with businesses, to help managers raise awareness and understanding of mental health and wellbeing problems. We are determined to place the focus on prevention because we know that by addressing problems early – or even better by preventing them – we will improve a sense of wellbeing generally, and in the business context, their productivity.

Quay Place. Once opened in 2016 Quay Place will be a wellbeing heritage centre with a café, wellbeing classes and therapies, exhibition and meeting spaces, and a place to explore roots and heritage. “Come as you are. Leave better”. Quay Place is open to everyone, wherever you work and however well or not you feel. We look forward to working with you.

Over the past few years, we have been collaborating with the Churches Conversation Trust and funded largely by the Heritage Lottery Fund to restore and extend a medieval church behind the docks in Ipswich – St Mary at the Quay. This new and exciting project is known as

Anna Hughes, CEO, Suffolk Mind

IoD suffolk | winter 2014 | 13


BUSINESS INSIDER | EP MARKETING

Going for Growth Andrew Cann, IoD member and Director of ‘Planning Direct’, takes a look at modern marketing and talks to Emma Pratt founder of Suffolk based marketing company EP Marketing Limited. EP Marketing, awarded Future 50 class in 2013 by Archant, is a local business, serving East Anglia and London with specialised marketing services. Although a focus on marketing management, the Director, Emma Pratt has a wealth of experience with traditional offline and online marketing. In understanding her business she points out that ‘modern marketing’ companies do far more than just helping clients sell a product or service: “In order to market a business we need to get under the skin of the organisation and look at how everything operates. If you have poor customer service and inefficiency at distribution points, then no matter how good a marketing campaign is, the bottom line will always be less profitable. We help identify these issues and once improvements are in play, we then plan and manage clients marketing activity. We are not just a design and web house. We offer much more and maintain long standing relationships with our clients – we grow with them.” Emma said. While off and online tactical marketing channels are utilised by Emma and her team they provide strategic consultancy services for growing and established businesses seeking advice. Most recently, being appointed strategic marketing Growth Voucher Advisor for the Government funded Enterprise Nation programme.

14 | IoD suffolk | winter 2014

“It’s very exciting to be part of this scheme. Businesses access strategic advice whilst getting it part funded. Businesses that wouldn’t normally look at strategic marketing due to budget constraints can now do so.” Businesses looking to gain an online presence through social media is also on the up. “We are seeing sceptical business owners now adopting social media and there is an element of surprise when they gain sales leads via Twitter or Facebook. This reinforces the efforts being employed by our clients and us paying off. Many more businesses need to understand the brand and sales potential that social media can bring.” EP Marketing is achieving results both for itself and its clients. This is testament to the close way in which they work with their clients and Emma’s extensive marketing experience. It’s not all about the bottom line however for Emma. She is a philanthropist giving hours each year to run PR campaigns or manage events for Suffolk Dog Day which raises funds for the Suffolk Community Foundation, and the Suffolk Agricultural Association by organising the Lifestyle Pavilion at the Suffolk Show. Emma sits on the board of Ipswich Central. “It’s important for us to have a strong CSR policy, it gives a deeper dimension to what we do, I believe if you are fortunate enough to be in business then giving something back is very important.”

Emma Pratt, Director of EP Marketing

The success of Emma’s business has been built on ambition, expert knowledge, and professionalism. “When I started the business I had no idea it would grow so quickly and in the business sectors that our clients operate in – I think this is due to my legal marketing background coming into play. I had to be able to switch from consumer to B2B marketing campaigns, in many different sectors very quickly – this kind of expertise I suppose has been the building block of what we do today. I had a clear goal of what I wanted to achieve for my clients and I intend to keep that going.”


IoD suffolk | winter 2014 | 15



BUSINESS PROFILE | EDWARD HARPLEY

Patricia Harpley, co-founder of Edward Harpley Curtain Poles Finials and Pelmets Ltd talks to IoD Suffolk Committee Member, Carrie Bendall, from her design and manufacturing base in Brettenham, Suffolk

Made in Suffolk

Skilled craftspeople are very much the essence of success Made to order in Brettenham, Suffolk, Edward Harpley produces an unrivalled selection of curtain poles, finials, brackets, tiebacks and pelmets and replicates special pieces of furniture such as four poster beds that take up their position in some of the finest residences located all over the world.

Dedication Patricia Harpley is dedicated to her trade and to constant learning. With meticulous attention to detail she studies each period from Jacobean through Georgian and Regency to Victorian, from Art Deco right up to current trends today and recreates pieces to order. She believes that it’s a consistent insistence on quality, historical accuracy and imagination that has helped Edward Harpley become the success it is today. That and a pool of local skill. Everything

is handcrafted in Suffolk using the best local carvers, wood turners, blacksmiths and gilders who are all also dedicated to perfection and adhere to traditional methods of production. Traditional skills aren’t always easy to find and Edward Harpley could recruit more carving, gilding and carpentry skills if they were available. These kinds of skills are no longer passed from generation to generation as they were in the past. It’s a message that perhaps needs to permeate through schools and colleges. There are plenty of opportunities for those who want to follow a craft.

The company was founded by husband and wife team, Edward and Patricia in 1992 and was fuelled by Edward’s inspiration and passion for antiques, fine furniture and traditional craftsmanship. When Edward retired in 2004, Patricia bravely took the helm using her own amazing talent to recreate some of the very best designs of the last four centuries as well as designing innovative, more streamlined designs for today. IoD suffolk | winter 2014 | 17


BUSINESS PROFILE | EDWARD HARPLEY

Finding people with the right skills is one of Patricia Harpley’s greatest challenges. The word needs to be spread throughout schools and colleges. There is a lack of practical design training in order to fulfil the needs of traditional design and craftsmanship businesses. Advice Success Patricia lives and breathes the design world. She just delivers what she knows her specific target audience wants. She firmly believes that it is not just about her taste, it’s about what her customers want. She does everything possible to stay one step ahead. The advice is sound. Listen to your customers first and involve your employees in every step of the process so they know exactly what they are doing and can deliver it with passion.

Success for Patricia means putting her customers first. These customers are specifically top interior designers and decorators charged with furbishing some of the most beautiful residences, stately homes and embassies. As well as the UK, Edward Harpley has orders coming from Russia, America, Austria and France. Edward Harpley has found its niche and has carved it out beautifully by truly understanding what its target audience of top designers want and Patricia regularly spends time with them discussing their needs. Patricia’s vision is “to create antiques of the future, designed to order and handcrafted in Suffolk using techniques tried and tested over centuries.” Everything she and her team do is unswerving in their focus to achieve it. It involves constant and ongoing conversations, following trends, developing prototypes and painstaking craftsmanship.

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edwardharpley.com

Patrica Harpley: “It starts and ends with a true understanding of what top designers want. Unswerving attention to detail.”

If you have a business story you would like to share, please contact Carrie Bendall carrie@inspiredc.co.uk or 01449 741300


BELSTEAD BROOK HOTEL & CONFERENCE CENTRE

- MEETINGS, SEMINARS, TEAM BUILDING PRODUCT LAUNCH, GALA DINNERS, LODGE EVENTS, CHARITY EVENTS, ROADSHOWS - EVENTS FROM 50 TO 150 PEOPLE - EASY ACCESS FROM THE A12 AND A14, AND FIVE MINUTES FROM IPSWICH TOWN CENTRE - NATURAL DAYLIGHT IN ALL ROOMS - COMPLIMENTARY USE OF LCD PROJECTOR DAY DELEGATE RATES FROM £16.00 + VAT 24 HR RESIDENTIAL RATES FROM £105.00 + VAT BREAKFAST MEETING FROM £12.50 + VAT For more information contact: Belstead Brook Hotel Belstead Road, Ipswich IP2 9HB

Tel. 01473 694224 events.belstead@muthuhotels.com www.muthuhotels.com

IoD suffolk | winter 2014 | 19


IOD ANNUAL DINNER

IoD Suffolk Annual Dinner 16th October 2014 | In association with Milsom Hotels and Restaurants

“A total of £2500 was raised on the evening, which will go a long way in improving the lives of children, young people and families in the local area.”

20 | IoD suffolk | winter 2014


IOD ANNUAL DINNER

For a world where every child and young person is loved, nurtured and valued

We would like to thank the Suffolk Institute of Directors for choosing Ormiston Families as the beneficiary for their Annual Dinner. We are grateful for the generosity of all those who attended on the evening, with a special mention to those who donated prizes for the raffle and silent auction. A total of ÂŁ2500 was raised on the evening, which will go a long way in improving the lives of children, young people and families in the local area. James Bacon Corporate Fundraiser Ormiston Families, a leading charity for children, young people and families in the East of England 01473 724517

IoD suffolk | winter 2014 | 21


INSPIRATION & INFLUENCE

5

Family values

people who have influenced my life

Barry Chevallier Guild, Chairman of Aspall and eighth generation owner of the business. In the last 5-10 years my brother Henry and I have managed to create what I think is now a nationally recognised brand. We are very different characters but I think that has helped us create the business/brand we have today. I don’t believe we could have achieved what we have done individually. During our formative years we were very much left to our own devices while our parents worked at the cyder house. That close bond we formed in our childhood has enabled us to work together very effectively. We both know what we are good at and give each other free rein to the jobs we do.

My parents are of course the greatest influence, without them I wouldn’t be here and they guided me through my early years. They built the business from pretty much nothing and the qualities that saw them through that tough journey have greatly influenced me. Always be courteous, polite and have the view that nothing is too much trouble. Customer service and quality were always high on their agenda. My parents’ mantra was ‘thou shall not fail to supply’ and I am sure we secured and retained a great deal of business by making sure we delivered what was ordered. They also were eminently sensible in seeking good advice and acting on it. I stand in awe of what they achieved given that they had to initially make cyder on the original 1728 apple press.

22 | IoD suffolk | winter 2014

Barry Chevallier Guild, in front of a portrait of his great-grandfather, Clement Chevallier


Clement Chevallier, founder of Aspall in 1728. He started the whole process of cyder making at Aspall and if it wasn’t for him we wouldn’t be making cyder here now. He left his home in Jersey to inherit Aspall Hall and started cyder making in Suffolk, a county renowned for its arable production. To make a new start in life, starting a new business with a new product shows his determination to succeed. His books show his attention to detail and his commitment to quality. When you think of the stresses of setting up a business today imagine doing so 286 years ago.

Perronelle ‘Granny’ Guild was an enormously powerful person. She had such vitality right up until her final few years. She was one of the first women to go to university, she survived the 1918 Spanish flu epidemic, twice, and she was a founder of the Soil Association in 1946 running the business and farm for nearly 40 years. When she set her mind on something it

was done. She had a very strong sense of right and wrong and was very sharp when it came to running the business and farm. She always was interested in both points of view, subscribing to Pravda to understand the Russian way of thinking. To still be travelling to the likes of Egypt, Kathmandu and other such countries in her early 80s is an inspiration to us all.

The inspiration of my family is set around ground rules that apply to running any business: quality product first and foremost, pioneering attitude to new markets and products. Adopt the best manufacturing practices using the best equipment possible. Putting the customer first and having the attitude that nothing is too much trouble no matter how onerous the request may be. JB Chevallier, I am named after my great grandfather John Barrington Chevallier; my parents had no say in my first names Perronelle saw to that! I think I was supposed to be known as JB like my great grandfather but I don’t believe I’ve yet achieved the right to adopt his moniker. He made a great effort to market Aspall Cyder locally and as I have studied our family archives I have developed a strong affinity with him having read his notes and correspondence. He was always willing to try new ways of growing fruit and was often an early adopter of the latest agricultural techniques. A man of great principal yet compassion too. It was quite a moment to find the plans he had drawn up to make the road at Aspall safer following the tragic death of his wife Isabel in that very spot.

IoD suffolk | winter 2014 | 23


FITNESS

Fit for Life | Ipswich Sports Club

With the recent introduction of new management for the Ipswich Sports Club Studio, Karen Turmel brings with her years of expertise and experience in the Industry. Her aim was to increase the profile and usage of the studio and as a result, the club sanctioned a brand new and vastly increased Class Timetable. At a time where most clubs are cutting costs, this shows a huge commitment to establishing the Ipswich Sports Club studio at the forefront of what other local studios have to offer. The current timetable, which was launched in September this year, sees 48 classes on the timetable – almost double from this time last year. The popular Les Mills range of classes remains firmly

24 | IoD suffolk | winter 2014

established, along with a variety of other classes including; spin, circuits, box fit, fit steps, Zumba, cardio tone, core blast, legs, bums and tums, pilates, yoga, fit ball to name a few. These classes mean we are able to offer a wide range of fitness and conditioning benefits and they are accessible for all ages (14 years up), fitness and ability levels, meaning something for everyone. The increase of classes and the introduction of the Kidzone crèche times complementing our morning classes has proved very successful with both members and non-members alike. We have seen an increase of over 30% of new people now trying and attending the classes regularly. This bodes well for the future, as the club has ambitious expansion plans to enable us to cater for an even wider range of classes and even more people. This, coupled with the redecoration and new equipment for our air conditioned studio and the support of a fantastic team of highly qualified, experienced and motivated instructors, with some new to the ISC Studio, has proved popular to all those attending the classes.

We offer a warm, friendly and welcoming approach to both our members and non-members and with the exciting plans for the future; we can only see the Ipswich Sports Club Studio go from strength to strength. The new corporate group exercise class packages are also proving very popular with local business getting their staff fit and motivated for work, the packages offer a variety of class options over a 4-6 week period tailored to each company, corporate membership packages are also available based on bulk sign up. For more information on how joining us, please contact Karen on 01473 251143

Karen Turmel


LEISURE & CONFERENCING

Employing the right people With many businesses enjoying an increase of business over the festive period, and the need to take on temporary staff, choosing the right people is one of the hardest parts to get right. You may need someone who is; determined, focussed, patient, honest, flexible, good at overcoming obstacles and able to work on their own or as part of a team! These traits, as well as others, would be found in anyone who has played a reasonable level of sport. Whether this is from a team sport background or individual pursuit, to have represented your school, club, district, county or region – that person will have gone through many different challenges in order to have reached that level and can take the many life lessons learnt into your business to help move it forward. Stuart Robertson Head PGA Golf Professional The Doctorgolf Academy Ufford Park Woodbridge, 01394 382480 mail@ doctorgolf.co.uk

We have been fortunate to find some of our staff through our junior golf membership, most of them represented to club at either junior or senior level, and some representing the County. This has also given us the added benefit that these youngsters have mixed with all age groups, not just with their peers, and have felt comfortable conversing with any member of the public, rather than conversing via text!

If you are fortunate enough to find a candidate that has these points on their C.V, it may be worth your while giving them an interview to find out if they have a passion for the role in question.

It would be useful to create an ongoing link with your local golf club, as I am sure that some of the more mature junior members would welcome the chance of supplementing their income during the golfing off-season of the winter!

Many of you may already know the old

A very Merry Christmas to all.

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IoD suffolk | winter 2014 | 25


Stoke by Nayland Hotel, Golf & Spa

A truly unique resort for business… and pleasure! Strategically situated in the Ipswich, Colchester and Bury St Edmunds triangle on the Essex/Suffolk border, the family-owned, award-winning 4-star Stoke by Nayland Hotel, Golf & Spa offers so much more than just a conference venue. The resort boasts two championship golf courses, an impressive spa and leisure complex, 80 contemporary style bedrooms, a two AA Rosette restaurant and the recent addition of five luxurious Country Lodges. Its stunning location within an “Area of Outstanding Natural Beauty”, and excellent facilities make it the perfect venue for an exhibition, large or small conference, product launch, seminar, company retreat or corporate golf day. Offering 9 purpose-built function suites, all with private terraces enjoying stunning views, and flexible room configurations, the suites can be used individually or utilised to 1,000 squaremetres of interconnecting exhibition space. All areas are air-conditioned and there is free high speed Wifi of up to 100mbps throughout - a must for today’s discerning business traveller. Ample free parking is also a bonus. The resort has just completed the total transformation of the reception, lobby and hotel lounge. Designed by Lindsey Rendall, these areas now have a contemporary ‘boutique style’ look and feel, creating a real oasis of calm inside the new grand entrance of the hotel – and provide a popular location for informal business meetings over a coffee or quick 26 | IoD suffolk | winter 2014

delicious snack. Exquisitely furnished, with soft shades of grey, lemon and blues, the whole feel is one of comfort and luxury. The jewel in the crown has to be the hand embroidered silk walling depicting cherry trees with handembroidered blossom which creates a sure wow factor for arriving guests – and links the venue with the family heritage of fruit growing. Stoke by Nayland offers businesses a complete 24-hour delegate package, with flexibility to suit all budgets. Hotel guests can also enjoy complimentary use of the Technogym gymnasium, and the 18m indoor pool, Jacuzzi, steam room and sauna. And a relaxing massage is the perfect way to unwind after the day’s agenda! The five fabulous luxury Country Lodges are ideal for corporate retreats of a minimum of two nights and, with an exclusive meeting room on site, they offer guests complete seclusion and privacy. The luxury of private dining is even offered in the spacious lodge living areas, and a 24/7 lodge porter will cater to every

need – including driving guests the short distance to and from the hotel and its excellent facilities. For golfers, the two championship courses – the Gainsborough and Constable - are set in 300 acres of beautiful rolling Constable Country. The venue enjoys a superb reputation and regularly hosts worldwide-televised, international PGA events, prestigious regional championships, and corporate golf days. Special Green Fee rates are offered to hotel and lodge guests keen to take advantage of these superb courses. The extensive hotel grounds offer plenty of space for outdoor team building events from group golf clinics at the driving range and boot camps to archery, quad biking and laser shooting. Fishing, squash and pool are available at the hotel, and off-site activities such as horse riding and canoeing can be organised. All in all, Stoke by Nayland is a unique resort that truly has it all - come and discover!


CONFERENCING

What some of our clients say: “Celotex have used Stoke by Nayland Hotel, Golf & Spa for a number of years and have always found the facilities to be consistently outstanding. The gym and restaurant are firm favourites and are a home from home for our field based employees. We have also made use of the conference facilities over the years and they are never disappointed, which is a great impression to any external visitors we have. Set in a beautiful location, you can see why we continue to return. Celotex have had an excellent long standing relationship with Stoke by Nayland Hotel, Golf & Spa and will continue to do so for the foreseeable future.” Lizzie Seaton, Marketing Communications Manager, Celotex. “We choose Stoke by Nayland Hotel, Golf & Spa for our annual awards ceremony and party, for 200 guests. From the initial planning to the evening itself, the service was second to none. Nothing is too much trouble and the attention to detail is spot on. The hotel, golf and spa facilities are also a hit with our staff. I would happily recommend Stoke by Nayland Hotel, Golf & Spa to anyone looking to hold this type of company event.” Vanessa Clandfield, Head of Communication, Informa UK Shared Services

IOD Reader Offer Stoke by Nayland Hotel, Golf & Spa have put together two very special offers available to IOD magazine readers: Book 20 people on a Day Delegate Package and one of the 20 goes free (Minimum number of 20 delegates applies. Offer valid until March 2015. Subject to availability. Offer applies to new bookings only.)

Book a function for 100 or more guests and receive a complimentary B&B stay for the organizer and guest in an Executive Suite on the night of your function. (Offer valid on bookings made until March 2015. Applies to bespoke packages only and is subject to availability. Offer applies to new bookings and final numbers only.) Visit the website for more information at www.stokebynayland.com or email: sales@stokebynayland.com or call: 01206 265801/262836

IoD suffolk | winter 2014 | 27


ACROSS THE REGION

Across the Region Photo: Paul Nixon Photography

Regional business stories

Attwells moves to Ipswich centre Nick Attwell, right, leading his staff to their new premises in Ipswich Town centre

Attwells Solicitors has relocated its Suffolk practice to the old Bank of Scotland building in Princes Street in Ipswich. Headed up by Nick Attwell and his co-partners, the 50-strong legal team has five staff based in its St Johns Wood office in London. The remaining 33 fee earners and support staff will work from the new premises in Ipswich. Nick explained the reasons for the move: “We are very proud that we have built Attwells over the last seven years to become the 40th largest conveyancer in the UK and our old premises at Beacon House on White House Road in Ipswich had served us well. “However, we wanted to ensure that we could further establish our fast-growing reputation for providing those other, just as important, legal services. Where better to do that, than by joining the other solicitors and professional services businesses based in the legal quarter of Ipswich?”

East of England exporter wins big in Germany Businesses in the East of England are winning big in Germany with the help of UK Trade & Investment (UKTI). This is the message Interim UKTI East Regional Director Thinley Topden and his team are giving to companies in the region. “Germany is the number one trading partner for companies in our region,” Thinley said, “with exports in goods alone having grown from £2.15billion in 2003 to £3.6billion in 2013.” 28 | IoD suffolk | winter 2014

“In the past year, many of the companies we have helped export to Germany have had success stories to tell and we are keen to help more businesses in our region access this key market.” One such company is Mildenhall-based design and manufacturing company DJB Instruments Ltd, which has secured two major German distributors over the last 12 months, with predicted orders totalling over £1.5m across the next four years.

Ryanair boss shares plans at chamber lunch The chief executive of one of the world’s leading airlines has spoken to firms across Suffolk about his business, the future of aviation in the East of England and the importance of Stansted Airport to the future of the county. Michael O’Leary, the chief executive of Ryanair was speaking at a Suffolk Chamber of Commerce networking lunch. Michael O’Leary shared his plans to make Ryanair the number one airline in the UK. Those plans will see 40% growth in a decade for the company with a quarter of that growth being at London Stansted Airport. He explained that a key part of the success of the company is their investment in their staff which includes a belief in well paid workers who have an ethos of high productivity. He ended the event by sharing his top three tips for a successful business: “I am a passionate believer in providing the lowest price, having the lowest costs and listening to your customers.”


Chamber behind call on future of rail Suffolk Chamber of Commerce, in support of the campaign for better rail services in East Anglia, has backed the Great Eastern Main Line Report which has been submitted to government. Heralded as a ‘once in a lifetime opportunity’ the report calls on the chancellor to invest millions of pounds and bring a ‘massive vote of confidence to the region’. It details the key improvements needed to bring better, faster trains and deliver a journey time of ‘Norwich in 90 minutes’.

It also includes a letter signed by more than 100 of the most senior business and education leaders in the region, representing 111,000 employees and students. More than 1,600 rail passengers have also joined the online campaign.

The key highlights of the report include a call for £476m investment to improve infrastructure which will deliver up to £4.5bn wider economic benefits unlocking an additional £1.3bn in capital investment along the route with journey time savings of £9m per year.

Golden Future for Suffolk PR Agency Suffolk PR agency Pier has been recognised as the ‘best of the best’ in the Chartered Institute of Public Relations PRide Awards, Anglia, Thames & Chiltern 2014, collecting the Gold award for Outstanding Public Relations Consultancy. The CIPR PRide Awards recognises excellence in public relations and communications work across six UK regions and the nations and this year attracted more than 1,100 entries. The judges were impressed by Pier’s energy and commented that: “Their strategy of staying focused on the client’s objectives is clearly working.” The judges also felt that Pier’s entry clearly placed them above others as an outstanding consultancy.

Apprenticeship Boost Bury-based facilities management provider Servest Group has recruited 15 FM apprentices for its cleaning contract at the Houses of Parliament, as part of a wider drive to employ 100 apprentices across the business by October 2015.

The first 15 apprentices, who are between 19 and 24-years-old and are paid the London Living Wage, have committed to an initial year-long Facilities Management apprenticeship at the Parliamentary estate which contains more than 100 staircases, 1,100 rooms and three miles of corridors.

During the first year of the apprenticeship they will receivecontinuous on-the-job training, including one-to-one sessions, on all aspects of cleaning from using and maintaining cleaning machinery to the different types of flooring and the appropriate cleaning techniques for each environment. IoD suffolk | winter 2014 | 29


SARTORIAL ELEGANCE

The Changing Face of Retail Retailing has been confronted with an unprecedented level of change over the past few years.

Economic turmoil combined with massive technical advances has helped to reshape the retail landscape faster than certainly I have experienced and, also I believe, my father. Today’s consumer has a vastly different and more sophisticated expectation in terms of product, service, value and environment than even three to five years ago. The new multi-channel reality means that the boundaries between virtual and physical space are blurred and all retailers are being forced to question the role and functions of shops in an environment where the relevance to a connected customer is rapidly changing. I have always had quite a positive outlook and feel these challenges mean that the retail sector is probably more exciting

30 | IoD suffolk | winter 2014

than it ever has been. It will get even more exciting if, as an organisation, you are prepared to change. We are embracing, maybe belatedly, the use of technology but also trying to improve the shop environment and the customer experience. As part of that process we have recently formed a partnership with Fred. Olsen Travel and now have a shop in shop here at our Ipswich store. The synergies between the two organisations are great we share the same values and ethics and are both independent and family run. We shall see how partnership progresses but, certainly, we would be looking at others in the future to add to the customer visit so that it is not just about clothes shopping

but entering an environment that is stimulating to augment the whole experience. Certainly Christmas, although hard in terms of trading hours is, I believe, where we come to the fore in terms of customer experience. The team help to select the right gift for the right member of the family or friend and then wrap it to make it that little bit more special. Who knows what 2015 will bring, I certainly have no crystal ball, but all I know is that challenges will get greater and we will strive to rise to them whilst staying consistent to our traditional values. William Coe, Coes of Ipswich t: +44 (0) 1473 256061 e: info@coes.co.uk


BUSINESS BOOKS

How to speak money They say that money talks, and that it speaks in a global language. If that is the case, more of us need to attend money language lessons to help us understand the nuances and underlying meanings of financial lingo. Martin Chambers examines a book which may just help. If you thought quantitative easing was what you do after eating too much bran flakes, or that Chocfinger was the baddie in a James Bond film then this may be the book for you. John Lanchester’s latest work is about meaning and understanding. It is also about how priesthoods (religious or otherwise) hold power by controlling that understanding and knowledge. Economists and moneymen may talk in riddles, but they are not the only ones. Listen to a mechanic talking about a flange lining, or having to put a chamfer round your big end - or to a plumber referencing a j-bend or an orbital weld. You may want to reach for Google Translate before deciding on whether to pay the accompanying bill, but such technical language, while it shows (one hopes) a deeper understanding of the trade, also serves as a barrier to exclude those not in the know. The difference between the language of plumbers and of moneymen is that the latter are in control. They are the ones in front of the dials on a large dashboard that says ‘economy’ in red neon lights. They can twiddle with the dial marked ‘downsize’ meaning you’ve just lost your business, or on the one marked ‘deleveraging’ to help cut your debt – which you may need after having been downsized. Lanchester points out that language in other disciplines (science for example)

can be as inaccessible “but you can still get a sense of what these fields of thought are about”.

evident inequalities and injustices in the world result from those unpalatable facts,” writes the award-winning author.

“For many concepts in the world of money, that isn’t true,” he adds.

But he adds: “The future direction of the world economy is not written in stone, and the same goes for us both here in the UK ad in the developed world more generally. Economics is a toolkit, and toolkits are used to make things and do things. We have choices and options.”

For example: ‘Consumer Surplus’ is not a surplus of consumers. Why do ‘Bulls’ think the price of a something is going to go up, whereas ‘Bears’ think the price is going to go down? Why is it so? Lanchester informs us of why he has written this tome in the first 60 pages, before the book becomes A Lexicon of Money, where these terms are explained.

I now know what the Eddie Murphy rule is, a scam based on the one performed by Murphy and Dan Ackroyd in the film Trading Places. The book is worth it just for that.

The raison-d’etre of the book is to demystify the language of money and empower us lowly chaps who may not understand some of these mesmerising phrases. In an Us and Them world, this book may give you the chance to be one of Them, or at least understand what they are on about while they downsize your income. The language in the book can often be a tad ripe, but maybe it simply adds to the colour of money. “Some of the time the amorality is real and deep and troubling. Some of the people who speak money do genuinely not give a shit about anything other than money. They think that poor people are poor because they are lazy or stupid of weak, and that rich people are rich because they are hard-working, intelligent and strong, and that all the

How to Speak Money by John Lanchester, published by Faber & Faber available from all good bookshops and online.

IoD suffolk | winter 2014 | 31


JOIN THE IOD

Are you a member of the IoD? New members Join us and you’ll discover a unique mix of opportunities to learn and be inspired by interesting speakers; meet other directors, senior managers and professionals and enjoy a variety of social occasions with a big member discount.

Carole Burman MAD-HR Ltd

Many of our members take advantage of other IoD benefits including the superb meeting space and facilities in Pall Mall, London, which are free to use; free one-to-one expert advisory sessions and free business information queries answered within 24 hours.

Euan Goodman British Standard Cupboards

As an IoD Suffolk member you are also entitled to free access to a dedicated workstation in the new e-touchdown on the 5th floor at Eastern Enterprise Hub in the James Hehir building on Ipswich waterfront. See www.eehub.co.uk

• IoD Travel Services • IoD Car Rental • IoD Director’s Liability Insurance

Glendon Collingwood-Hall Herbert Group Ltd

John Griffiths Lucy Electric Peter Harrup BDO Katherine Jones Partnership Assurance Group Joanne Lardent Eastern Facilities Management Solutions Ltd Matthew Douglas Pescott-Frost Matthew Douglas Ltd

• IoD ProfessionaL Indemnity Insurance

Albert Peters Pegasus Personnel Consultancy Ltd

• IoD Home and Contents Insurance

Kevin Rooney Curtiss-Wright Controls

• IoD Health Plans

James Rudd MLM Consulting Engineers Ltd

For a complete list of the current affinity member benefits, please see www.iod.com/speciallynegotiated

Ann Stalley A. S. Consulting (UK) Ltd

To find out more about joining IoD Suffolk branch please contact: Caroline Kearney, Suffolk Branch Administrator 07917 699 498 caroline@iod-suffolk.co.uk Institute of Directors Suffolk Branch 25 Wilding Drive, Grange Farm, Kesgrave Ipswich IP5 2AE

Simon Thorne Globas Ltd Paul White Message Pad Stephen Yapp Journey Group Plc Marcus Yarham Eastern Facilities Management Solutions Ltd

IoD Suffolk teams with Menta An informal advisory and matching service will be developed between experienced IoD members and emerging businesses that approach Suffolk Enterprise Agency Menta for help. The advice given by IoD members would be that of a ‘critical friend’ but there would also be the opportunity to introduce would-be investors to companies looking for financial investment, business partners and Non-Executive Directors. Any IoD members interested in putting their names forward for this project should contact business owner and IoD Suffolk Committee Member, Jane Cattermole at jane@baytreeva.co.uk or call Jane on 01284 828974.

32 | IoD suffolk | winter 2014


LE TALBOOTH

MAISON TALBOOTH

MILSOMS

KESGRAVE HALL

THE PIER

Gun Hill, Dedham Tel: 01206 323150

Stratford Road, Dedham Tel: 01206 322367

Stratford Road, Dedham Tel: 01206 322795

Hall Road, Kesgrave Tel: 01473 333741

The Quay, Harwich Tel: 01255 241212

We also fuel the best parties with our outside catering team‌

MILSOM CATERING Gun Hill, Dedham Tel: 01206 323150

FOR MORE INFORMATION visit: www.milsomhotels.com find us on Facebook, Twitter and YouTube



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