Get Connected Magazine - MARCH/APRIL 2020 by Get Connected Magazine

MARCH/APRIL 2020

The Magazine of The Electrical Goods Industry www.gcmagazine.co.uk

INSIDE:

CLEAN LIVING The focus is on indoor air quality in a way we couldn’t have imagined. GC looks at how vacuum cleaners, air purifiers, humidifiers and dehumidifiers can make the homes where we are spending a lot more time healthier and safer

DESIGNER PRODUCTS What’s trending in kitchen décor, and why looks without performance can’t cut the 21st century mustard

TV & SOUND PROJECTION George Cole talks to some major players about the exciting developments in immersive home entertainment

GEORGE COLE GETS CONNECTED What’s going wrong with BBC iPlayer?

FROM THE BENCH Profiting from brown and white goods servicing

KENWOOD LAUNCHES NEW CAMPAIGN, TO INSPIRE EVERY DAY COOKING Kenwood kicks off new communication campaign to show audiences that Kenwood CAN handle anything a passionate home cook throws at it. In March 2020, Kenwood unveiled a new £1.5 million TV, Digital and In-store communication campaign - Kenwood CAN. The new platform aims to inspire audiences to say ‘yes’ to the joys of everyday cooking. Showcasing how Kenwood products are created to keep up with all cooks in the kitchen.

kenwoodworld.com/uk

Built for living Home should be a place of fun, relaxation and enjoyment. Itâ&#x20AC;&#x2122;s where you go to unwind after a long dayâ&#x20AC;&#x2122;s work, or to create lasting memories with your loved ones. Our appliances make it easy to enjoy being at home, from helping to create a delicious family meal to taking care of the dishes afterwards. Your customers deserve appliances that work for them. Contact us to start selling our appliances today.

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CONTENTS

INSIDE... 4 6

Editorial Comment The Word In and around the industry

Featuring: The March of COVID-19 Reported as it happened via gcmagazine.co.uk

11 Editor in Chief: Marlinda Conway 01420 886 33 marlinda@gcmagazine.co.uk

George Cole Gets Connected Who’s to blame when iPlayer stops working?

Advertising Sales: Sally Milburn 01892 677 745 sallym@spacemarketing.co.uk

Editorial & Publishing Director: Terry Heath 01420 886 33 terry@gcmagazine.co.uk

Magazine Registration: www.gcmagazine.co.uk/registration

Clean Living Feature With the UK population forced to spend much more time inside, GC examines how vacuum cleaners, air purifiers, humidifiers and dehumidifiers can make the air quality in homes safer and healthier – and how retailers can get the facts across

Subscription & Circulation Enquiries: 01420 886 33 info@gcmagazine.co.uk

Graphic Design & Production: Will Dobson

artwork@gcmagazine.co.uk

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, without the prior permission of the publisher. Get Connected is published by Mud Hut Publishing Ltd, Greyfriar Cottage, Winchester Road, Chawton, Alton, Hampshire GU34 1SB.

21 Mud Hut Publishing Ltd. Greyfriar Cottage, Winchester Road, Chawton, Alton, Hampshire. GU34 1SB

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Designer Products Feature Good looking kitchen appliances are still a big attention-grabber for consumers wanting to create their own impressive ambience. GC looks behind the façade to find the twin goal of great design: beautiful form plus outstanding function

TV & Sound Projection Feature Total immersion is the ultimate achievement of high definition sound and pictures in the home. George Cole talks to leading players about the exciting developments

From the Bench Servicing of brown and white goods is still a profitable business

22 Product Gallery MARCH/APRIL 2020

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EDITORIAL COMMENT

We thought it was all over. It’s not now.

obody saw this coming. No sooner do we get a respite from the ubiquitous “B” word than we’re hit with the far more devastating all-consuming problem of the “C” word. What it has done – and is still to do – to our industry is beyond the scope of these few hundred words. Suffice it to say that just a few short months ago, when the UK left the EU, we wrote: “We know we have problems, but we also know we are able once again to give them our full attention.” False dawn, if ever there was one. All we can do now is look at what we can do, and what’s being done to help us, and try to see a way to some sort of post-COVID-19 future. Our new Chancellor, Rishi Sunak, bounded onto the scene with youthful vigour, a repetitive refrain of “Whatever it takes… Whatever it takes” like some Status Quo song that never made the album, and a multi-billion pound package of help for businesses. Some of it is very welcome. The suspension of business rates is a massive relief to retailers. Can we hope it will be followed in better times by a proper reform of the system to relieve retail of the vastly disproportionate burden it bears? The job retention scheme, allowing businesses to furlough staff while the Government pays 80% of their wages, looks good on paper. But the Government portal through which businesses need to apply won’t be up and running until at least the end of April. Nobody knows how it will work in practice; the money is urgently needed now. The suspension of VAT and PAYE payments is a temporary relief. But businesses will still have to pay these bills some time, and there’s a danger that small businesses will use the money to ease cash flow and face an unaffordable reckoning later. The loan scheme – with the Government guaranteeing loans to be offered by banks

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to businesses at “attractive interest rates” is already proving problematic. The problem is that Mr Sunak is a City boy to the core, used to thinking in billions and not appearing to understand what a really “small” business is, or the challenges it faces. So, in devising a scheme to make money available to small businesses he can only see one route: via banks and financial institutions. Hence, banks are offered Government guarantees for loans that remain 100% the liability of the borrower. The banks’ risk is reduced, the borrower takes the risk, and the taxpayer (that is, ultimately, the borrower) puts up the guarantee. And with all that, the language is all about “encouraging” and “expecting” the banks to do the right thing. Didn’t we learn back in 2008/9 that banks always see the “right thing” as what benefits them most? In any case, what small business can commit to borrowing when revenue has virtually dried up and nobody has a clue when – if ever – business will pick up? We’re already getting anecdotal evidence that banks are trying to divert applicants onto their own, more expensive, loan “products,” or refusing applications on arcane grounds. When will somebody learn that any financial model which relies on the public spiritedness of financial institutions isn’t going to work? And that some time, somebody has to question the convention whereby banks and financial institutions are able to dictate the terms on which we, the “real” economy, are allowed to go on working for them. We don’t hold out much hope for any change on that score. In the meantime, set up, use, expand your online presence and all the social media channels at your disposal. You’re still here. Your customers are still there, and at the moment most accessible via the internet.

Marlinda Conway Editor in Chief

Terry Heath Editorial & Publishing Director

Will Dobson Creative Director

James McIntosh Consumer Consultant

George Cole Consumer Electronics Consultant

CELEBRATING

100 YEARS Some things just get better with age

Established in 1920, Stoves has stood the test of time with appliances that are engineered for food. From manufacturing munitions for the war effort and launching a number of world firsts, to where we are today – the only UK brand to manufacture a four oven Range Cooker with Bluetooth® connectivity, Stoves has secured its place in British history. We have an exciting year ahead to mark our centenary, with new product launches, national promotions and our biggest ever media investment. FOR MORE INFORMATION SPEAK TO YOUR AREA SALES MANAGER OR VISIT STOVES.CO.UK

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VIRAL BRITAIN: CONSUMER CONFIDENCE ON DOWNWARD TRAJECTORY Consumer confidence started to track a downward path again in March as the presence of COVID-19 spread throughout the UK.

ollowing a run of increasingly positive numbers since last December and a “mini Boris-bounce” of two points in the first month of this year, followed by a further two-point gain in February, the confidence index fell by two points in March to -9. The research used to compile the index was carried out during the first two weeks of the month when the coronavirus was headline news but closures of business deemed “non-essential” and social distancing had not been implemented. Unsurprisingly though, even at that point, the forecast for personal finances over the next 12 months fell three points, and the measure for the general economic situation of the country decreased by a whopping six points. Worryingly for retailers was the steep eight-point fall recorded for the Major

Purchase Index in March. With the UK now essentially in lockdown, and The Corporate Finance Network, which represents a network of independent accountancy firms, predicting that in the next four weeks, as a result of the COVID-19 lockdown, 18% of all SMEs will not be able to survive – despite the support measures currently announced by the Government – and almost four million people will lose their jobs, we may well see consumer confidence fall to what amounts to an all-time low. Joe Staton, Client Strategy Director at GfK, which compiles the Consumer Confidence Index, was relatively cautious in his outlook: “While we have a long way to drop before we match the devastating numbers seen in July 2008, when the Overall Index Score crashed to -39 points, we are likely to suffer further deterioration now that we are in lockdown in Britain.”

DIXONS CARPHONE REPORTS STRONG UPLIFT IN SALES BUT FULL-YEAR PROFITABILITY UNDER THREAT DUE TO COVID-19

ixons Carphone reported a like-forlike group rise of 8% in electricals in the 11 weeks from 5 January to 21 March, including a strong uplift of 23% in the last three weeks due to a rise in online trading as the spread of COVID-19 brought about an unprecedented increase in the number of people working from home. In line with Government guidance, the company closed its stores across the UK and Ireland from 24 March, a move which followed store closures in Greece from 18 March. Online trading has been very strong in all countries over the last two weeks as people prepared to work from home with the need for essential technology to continue their lives during the outbreak, the business said. Early signs are that this strong trading has continued since the stores closed. Dixons Carphone said the stores that are now closed were expected to contribute sales of c.£400m for the rest of the year, and while there will be some recovery through

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online operations the overall loss of sales will adversely impact full-year profitability and cash position, therefore it will not achieve the previous guidance for current year adjusted PBT of £210m or for net debt to be lower year-on-year. On 17th March, Dixons Carphone announced it is to close all 531 of its Carphone Warehouse standalone stores, putting some 2,900 jobs in jeopardy. The company said the move was because of the changing mobile market. The announcement will have come as no surprise to those who have been following events since the merger of Carphone Warehouse into the Dixons Retail business in 2014. The standalone mobile outlets struggled from the start to bring a somewhat outdated retail model into line with changing consumer demands. With losses from this part of the business becoming unsustainable, Dixons has finally reshaped its mobile offering for a 21st century market.

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CORONAVIRUS BLAMED FOR BRIGHTHOUSE COLLAPSE

he UK’s largest rent-to-own retailer Brighthouse appointed administrators Grant Thornton after its 240 stores were forced to shut due to the coronavirus. The company, which has been struggling under financial pressure for some time, employs 2,400 people which have been furloughed by administrators who will take advantage of the Government’s COVID-19 80% pay provision. Brighthouse shut 30 of its stores – around a tenth of its estate – with the potential loss of 350 jobs in February 2019 following reported half-year losses rising to £22.1 million and shortly before the Financial Conduct Authority confirmed a price cap on rent-to-own firms. The FCA discovered that, in some cases, rent-to-own customers were paying in total more than four times the retail price of some goods. The cap, which came into force 1st April 2019, would save UK consumers up to £22.7 million a year, the organisation estimated. Brighthouse had thrived during the recession and the Government’s austerity measures but late 2017 entered into a £220 million restructuring deal to reduce its external debt. The company had also been under financial pressure from dealing with mis-selling claims.

EXCLUSIVELY SHOW GOES DIGITAL AS 2020 EVENT POSTPONED

rganisers of the Exclusively 2020 show, incorporating Exclusively Housewares and Exclusively Electrical, have postponed the event until 15-16 June 2021 due to the rapidly escalating effect of the coronavirus, and will this year run an online show, Exclusively Digital 2020. Exclusively Digital 2020 will be for fully paid-up exhibitors of the postponed show and will provide an opportunity for them to present brands and products to buyers, press and influencers via new interactive features on the Exclusively website. Exclusively organiser BHETA said it will carry over exhibitor support and financial commitment to the 2021 show to secure places and offset costs which have either been incurred or will be required to support next year’s event.

EURONICS SHOWCASE POSTPONED

uying group CIH has pushed its Euronics Showcase back for almost a year due to the coronavirus, this year substituting the physical show with a virtual event taking place in April so exclusive supplier offers and display plans can still be accessed. The Showcase, which was scheduled for the NEC Birmingham on Sunday and Monday 19th and 20th April 2020, will now take place at the same venue on Sunday and Monday 28th and 29th March 2021. The announcement followed the decision by the World Health Organisation to upgrade its definition of COVID-19 to a “Pandemic” and the subsequent decision by Government to increase the UK’s response from Containment to Delay, leading to the banning of large gatherings and the active encouragement of social distancing. Buying group CEO Stuart Cook said: “Clearly this escalation puts our Euronics Showcase 2020 and its attendees at risk. “The health and wellbeing of our members, our staff and employees from our exhibiting brands is a top priority. We’re also keen to minimise the financial exposure of those suppliers taking part in an event which looks as if it will not be allowed to take place. For these reasons we have chosen to defer the event until March 2021.”

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STORE CLOSURES AND BONUS CUT AT JOHN LEWIS PARTNERSHIP

he John Lewis Partnership announced it will shut stores as part of a strategic review of the business as it reported profits down 23% to £123 million for the year ended 25th January 2020 – a weaker performance than was hoped for – driven by significantly reduced profitability in its omni-channel department store chain John Lewis. Operating profits were down £75 million to £40 million at the chain, partly due to weaker sales in the Home and Electricals sectors. Despite a solid performance in Waitrose, it is the third year of declining profit across the Partnership as a whole. Accordingly, with profits at the lower end of what had been forecast, the company awarded a bonus of only 2% to employees, the lowest since 1953. As part of the strategic review, JLP will now focus on strengthening its core retail business and developing new services outside retail. It will also look at “right sizing” its store estate across both brands through a combination of new formats and new locations, repurposing and space reductions in existing stores, and closures where necessary.

MIDWICH REPORTS STRONG REVENUE & PROFIT GROWTH

n its final results for the year to 31 December 2019, specialist AV distributor Midwich Group plc reported strong growth in both revenue and profit across all markets and geographies. Group revenue, at £686.2m, was up 19.6% on the previous year; gross profit showed a 19.6% increase to £113.1m; operating profit remained flat at £24.9m and pre-tax profit climbed 13.1% to £23.8m.

Pictured: The Miele Group Executive Board (left to right) – Dr. Stefan Breit (Technology), Dr. Markus Miele (Executive Director and Co-Proprietor), Olaf Bartsch (Finances and Administration), Dr. Reinhard Zinkann (Executive Director and Co-Proprietor) and Dr. Axel Kniehl (Marketing and Sales).

MIELE REPORTS 3.2% RISE IN TURNOVER G

erman appliance company Miele, which announced the reorganisation of its business last October with the loss of around 1,070 jobs, posted turnover of €2.24 bn for the second half of 2019 – 3.2% up on the previous year. The firm reported that large European markets in particular contributed to the positive development in sales, citing those such as Austria, Switzerland, the Netherlands, Italy and, “after a long Brexitrelated dry spell”, Great Britain. The publication of the half-year figures at this time is due to the fact that the Group has changed its business year to coincide with the calendar year. As reported last October, the business has undergone reorganisation, with eight independent business units, remapped sales territories and a new location devoted to digital marketing which is currently being set up in Amsterdam. Miele said the product groups which contributed most to sales growth were washing machines, tumble dryers and vacuum cleaners. Aboveaverage growth during the reporting period was recorded by Miele Professional with machines and services for commercial operations, medical facilities and laboratories, and its Italian medical technology subsidiary Steelco. In total, Professional turnover grew by more than 4%.

TEMPORARY STORE CLOSURES CONTRIBUTE TO 14% DROP IN RETAIL JOBS

ccording to the latest report from UK independent job board CV-Library, the UK job market has been hit hard by the coronavirus outbreak, with retail jobs dropping by 14% in March, compared to the previous year. The study, which explores job market data from March 2020 and compares this with figures from February 2020 and the same period in 2019, also reveals that the retail sector experienced an 2.8% dip in vacancies when looking at month-on-month data.

Applications to retail jobs have dropped by a massive 29.8% yearon-year and a smaller 1.7% month-onmonth. Lee Biggins, CEO and founder of CV-Library, said: “It’s not surprising that the outbreak of COVID-19 has prevented businesses from moving forward with their hiring plans. With global supply chains disrupted and many organisations forced to close their doors in order to respect social distancing rules, companies have had to change the way they operate

and adapt to this new normal. Sadly, this has involved placing existing employees on furlough and even making redundancies. “The national unemployment rate is set to soar in April and there’s no doubt that this will be a really tricky time for business owners across the UK.” The current situation has also caused new candidate registrations on the CV-Library site to rise dramatically, with the number of retail professionals registering their CV increasing by 18.1% month-on-month and 1.7% year-on-

year. Searches for retail jobs have jumped up by 12.3% month-on-month, with the term ‘supermarket’ seeing a massive hike of 359.1%. “The sad reality,” said Biggins, “is this is going to be a tough year for many businesses. And, while the government’s assistance should provide some respite, the future of our economy and the UK job market remains uncertain. For now, all we can do is sit tight, wait for the storm to pass and hope that normality will return soon.”

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THE MARCH OF COVID-19 reported as it happened by www.gcmagazine.co.uk

MAR 31ST SIRIUS BUYING GROUP STRATEGIC PLANNING FOR RETAILERS

MAR 13TH EURONICS SHOWCASE POSTPONED Buying group CIH has pushed its Euronics Showcase back for almost a year due to the coronavirus, this year substituting the physical show with a virtual event. Full story page 6….

MAR 23RD ELECTROLUX CANCELS DIVIDEND DUE TO CORONAVIRUS IMPACT Electrolux said it will cancel its shareholder dividend for the fiscal year 2019 due to the impact of the coronavirus and the subsequent need to take mitigating actions to protect earnings and cash flow. A statement from the firm said: “Given the severity of the situation, including large order revisions from retailers in recent days, Electrolux expects a material financial impact in 2020, starting in the first quarter….”

MAR 25TH MIELE IMPLEMENTS SHORT-TIME WORKING AT ALL GERMAN LOCATIONS Miele is to scale down production at all of its German sites and is preparing for short-time working from 1st April due to the impact of coronavirus on the supply of components, and considerable disruptions to sales caused by enforced business closures in the retail trade….

MAR 25TH WHIRLPOOL WITHDRAWS EARLIER GUIDANCE DUE TO CORONAVIRUS IMPACT Whirlpool has withdrawn its previously announced guidance for 2020 due to COVID-19-driven demand disruptions and production impacts which are expected to continue to negatively affect results. Given the rapidly evolving situation, the company said the first quarter financial impact may slightly exceed its previous estimate of $25 - $40 million in earnings before interest and taxes….

MAR 25TH SUSPENSION OF PRODUCTION AT BSH FACTORIES DUE TO DECLINING DEMAND BSH has announced it is temporarily suspending production operations at its factories in Europe, Turkey and North America due to a significant decline

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Sirius Buying Group says it is supporting independent retailers as the UK’s KBB industry rises to the challenge of the global coronavirus epidemic…. “Whilst many of our members will be and are concerned, especially in relation to cashflow, we want them to know the group is working hard to weather this crisis and our latest objective is to strive for early release of our annual rebate payments, so we can contribute to our members’ working capital when they need it most….”

MAR 21ST JOHN LEWIS SHOPS TO CLOSE TEMPORARILY DUE TO CORONAVIRUS The John Lewis Partnership is to close all of its 50 John Lewis stores as a result of the impact of coronavirus in the UK. The temporary shutdowns will take place at close of business on Monday 23 March but the retailer’s online business Johnlewis.com will continue to operate as normal, alongside Waitrose shops and waitrose.com….

today said it had also taken actions across the Group to preserve cash and liquidity, including the temporary suspension of acquisition activities and capital expenditure together with tighter controls on working capital and overheads….

in demand affecting almost all product categories and markets, adding that the effects of the spread of the coronavirus are becoming obvious, too….

MAR 26TH 10,000 VENTILATORS ORDERED FROM DYSON ARE “DESIGNED FROM SCRATCH” The Government, attempting to meet the estimated demand for 30,000 ventilators, has been ordering further supplies from existing home and overseas manufacturers…. 10,000 ventilators have reportedly been ordered from Dyson. The new product will be subject to stringent medical checks and regulatory approval, and even if approval is fast-tracked it could still be “a couple of weeks” before the process moves on from prototype to production at scale….

MAR 27 TH BSH UK & IRELAND REASSURES RETAILERS

The UK & Ireland arm of BSH has moved to reassure trade customers following the Group announcement earlier this week that production operations at its factories in Europe, Turkey and North America is being temporarily suspended due to a significant decline in demand affecting almost all product categories and markets….

MAR 30TH CORONAVIRUS BLAMED FOR BRIGHTHOUSE COLLAPSE

The UK’s largest rent-to-own retailer Brighthouse appointed administrators Grant Thornton after its 240 stores were forced to shut due to the coronavirus. Full story page 6….

MAR 30TH MIDWICH SUSPENDS DIVIDEND AND ACQUISITION ACTIVITIES DUE TO VIRUS AV specialist distributor Midwich is to withdraw its intention to propose a final dividend for 2019 as COVID-19 continues to evolve rapidly across the countries in which the Group operates. The company

MAR 31ST BIKBBI MEMBER SUPPORT PACKAGE CONFIRMED

The British Institute of Kitchen, Bedroom & Bathroom Installation (BiKBBI) confirmed a number of measures introduced to support its members throughout the Coronavirus situation, to include a free three-month extension to memberships and the provision of a feefree Direct Debit option to help support cashflow….

APR 3RD EXCLUSIVELY SHOW GOES DIGITAL AS 2020 EVENT POSTPONED Organisers of the Exclusively 2020 show, incorporating Exclusively Housewares and Exclusively Electrical, have postponed the event until 15-16 June 2021 due to the rapidly escalating effect of the coronavirus, and will this year run an online show. Full story page 6….

APR 3RD CIH: SUPPORT FOR MEMBERS DURING COVID-19 Electrical buying group Combined Independents (Holdings) Ltd (CIH), which is part of the Europewide buying group Euronics, has issued a statement outlining its ongoing support to its members through the COVID-19 lockdown….

APR 7TH GORENJE EXTENDS PRODUCTION SHUTDOWN IN EUROPE

Slovenian Appliance manufacturer Gorenje has extended the shutdown of all its European factories until 10th April 2020. Gorenje announced the initial shutdown on 20th March and had planned to resume production on 6th April….

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CORONAVIRUS: FURLOUGHED WORKERS AND WHAT IT MEANS FOR BUSINESS The Coronavirus Job Retention Scheme is designed to help businesses that would otherwise be forced to lay off staff in the face of the unprecedented disruption caused by COVID-19.

ll businesses with a PAYE scheme in place on 28 February 2020, regardless of size or sector, will be able to benefit from the scheme with the government reimbursing employers up to 80% of their employees’ wages, to a maximum of £2,500 per month, plus employer’s NICs and autoenrolment pension contributions. Employees on agency contracts and flexible or zero hours contracts can also benefit from the scheme. In addition, the scheme also covers employees who were made redundant since 28 February 2020, if they are rehired by their employer.

period of sickness absence, or self-isolation, can be furloughed, however they cannot be furloughed whilst they remain on a period of sickness absence or self-isolation. Furlough will only take effect when this period comes to an end. Employees who are “shielding”, however, will be eligible to be furloughed. Employees on maternity leave can be furloughed if they agree to return to work early or change to shared parental leave, alternatively they will remain on Statutory Maternity Pay where this is applicable and will not be furloughed until their return. When agreeing changes and moving to furlough FURLOUGHED WORKERS: status, it is important to remember that normal WHAT DOES THAT MEAN? employment law processes apply. Employers must be careful not to discriminate against any employees Businesses have to ‘designate affected employees when deciding who to offer furlough to. as furloughed workers and notify your employees of Owner-managed businesses are entitled to use this change’. However, employers still have to heed the Coronavirus Job Retention Scheme if employment law which means that, having they are paid through a PAYE payroll designated those employees whose system. To do this, they will need jobs were at risk, they will need to furlough themselves, on the to agree with those employees “The good news understanding that they will that they will be ‘furloughed’. for furloughed not be able to generate work Given the extraordinary staff is that they can for their business and can situation prevailing at volunteer or undertake continue to run it only from a the moment and given training providing neither statutory perspective. the alternative to being activity generates The Government has furloughed, it is likely that income for their provided specific guidance in most employees will agree to employer.” relation to Company Directors the terms. using the Coronavirus Job For those workers who Retention Scheme. do not agree, they will either Salaried Company Directors can be have to take unpaid leave for an placed on furlough in order to benefit from indeterminate period or employers are the Coronavirus Job Retention Scheme. Provided the likely to have to go down the redundancy route. Company’s Board of Directors believe it will be in It should be noted that furloughed workers are compliance with the statutory duties of one or more designated by the employer – an employee cannot of its individual salaried Directors, it can place such ‘self-designate’. Directors on furlough. ELIGIBILITY Directors who are on furlough will not be able to undertake work for the Company, other than Employees hired on or after 1 March 2020 are to comply with their statutory duties. To furlough excluded from the scheme, presumably to stop Directors, it must be a formally adopted resolution of people ‘gaming’ the system by hiring family the Board of Directors, and so noted in the records members after the scheme was announced and then and communicated to the relevant Directors. furloughing them. Those who are salaried Directors of their own However, those businesses that have made people Personal Service Company will also be entitled redundant since 28 February 2020, can re-employ benefit from the Coronavirus Job Retention Scheme them and then furlough them. To qualify for payment through becoming furloughed. under the Job Retention Scheme, an employee must be furloughed for a minimum of three weeks in order FURLOUGHED WORKERS REMAIN to prevent employers putting staff on a furlough EMPLOYED BUT MUST NOT WORK ‘rota’, i.e. one week on furlough, one week off. Assuming the designated employee has agreed to be WHO CAN BE FURLOUGHED? furloughed, they cannot undertake any work for their employer at all. If the employee continues to work, Normal employment law still applies so employers even reduced hours, they are not eligible for the must not discriminate when deciding who to scheme. The good news for furloughed staff is that furlough. Employees returning to work after a

Advice provided by Tina Chander of Employment Law Solicitors Wright Hassall

they can volunteer or undertake training providing neither activity generates income for their employer. Whether or not people can take advantage of this while confined to their house is, of course, another matter altogether.

HOW IT WILL WORK? While furloughed, the government will pay related employment costs including pension contributions and NICs (but not commission or bonuses) in addition to wages. All furloughed workers will remain employed by their employer for the duration of the scheme. Employers can make up the missing 20% of their employees’ salaries but that is their choice (or ability to pay). There is no legal obligation for the employers to top up the salary to 100%, but any contractual clauses regarding withholding pay and deductions should be taken into account when this decision is being made. For those employees who are furloughed, their employment status will change but their employment record remains continuous. Employers need to give HMRC a list of furloughed employees. Employers pay their workers as usual, via PAYE, and then apply for funding, every three weeks (not weekly) to cover 80% of their wages (up to £2,500 of gross pay). You will receive a grant from HMRC to cover the lower of 80% of an employee’s regular wage or £2,500 per month, plus the associated Employer NICs and minimum automatic enrolment employer pension contributions on that subsidised wage. Fees, commission and bonuses should not be included. For workers whose pay varies, the 80% is based on the higher of: ∠ the earnings in the same pay period in the previous year; or ∠ the average earnings in the previous 12 months (or less, if they've worked for less). If employees paid the minimum wage are furloughed, the fact that 80% of their earnings will bring their wages below the NMW does not contravene the legislation as people are only entitled to the NMW if they are working. They can, however, claim the NMW if undertaking training. The HMRC system through which payments can be made should be up and running by the end of April. The scheme is expected to run for three months, subject to review.

MARCH/APRIL 2020

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BRITISH REDIFFUSION BRAND LICENSED TO CHINESE R

ediffusion, the brand trading name of Broadcast Relay Service Ltd, formed in 1928, has been licensed to a consortium of Chinese companies led by East-Innovation Brand Management Co. Ltd after completion of the first such deal for the well-known symbol of British electronics heritage. Once a multi-national conglomerate with over 170 branches in the UK and divisions worldwide, Rediffusion expanded into a wide range of

electronic and manufacturing companies including telecommunications, broadcasting, computer systems, flight simulation, music and recording, and consumer electrical & electronics appliances. By 1976, the group had over 13,000 UK employees and 2,800 overseas. But changes in the industry and fallout on the high street – which continues to this day – saw the brand and the TV channels disappear in the 1990s. The 5-year deal will see East-Innovation

AMDEA BOARD APPOINTMENTS AND NEW LINE-UP FOR 2020

hree new members, Gunjan Srivastava, the incoming CEO of BSH UK and Ireland; newly-appointed Electrolux UK & Ireland General Manager Luke Harding; Dan Harvie, Samsung Vice President & Head of Domestic Appliances for UK & Ireland, will sit alongside recent appointees, Dyson MD GB & Ireland Rebecca DeNiro and Vestel UK MD Matthew Lang, on the 20-member Board chaired by Teresa Arbuckle, Beko MD UK & Ireland.

WREN KITCHENS TOPS LIST OF UK’S BEST RETAIL EMPLOYERS

ren Kitchens has been rated the best retail employer to work for in the UK for the second year running in a survey carried out by global job site Indeed. The Humberside-based retailer, which has more than 4,000 employees, scored consistently high marks with employees for its salary, benefits and culture and was praised for “job advancement” and managers “who allow their teams to flourish”. HMV, which fell into administration just over a year ago and was acquired by Canadian record store chain Sunrise Records in February 2019, came in fourth place in the rankings, while department store John Lewis & Partners continued to slide down the table after coming top in 2018. It fell to eighth place in 2019, and has fallen further to 11th this year.

Whirlpool UK has appointed Lee Collett, who joined the company in 2011, to the role of Kitchen Channel Director. Hugo Silva has been appointed Marketing Director for the UK & Ireland.

Lee Collett

Hugo Silva

AV distributor Midwich has appointed Alister Smith as AMX Business Development Manager UK. Alister Smith

Electrolux has appointed Tim Pugh, former Channel Manager for Pure Play at the company, to the role of Head of Electrical Retail, UK & Ireland.

Tim Pugh

Alan Ainslie, former UK General Manager of Melco and Melco Audio brand ambassador, who has headed up the company in the UK for seven years, is taking up a new role as Managing Director of Surrey-based distributor Audiophile Digital Music Masters (ADMM).

Alan Ainslie

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MARCH/APRIL 2020

oover Candy, part of the Haier group, has appointed a dedicated team for independent kitchen studios, builders’ merchants and smaller regional kitchen furniture manufacturers to focus on educating these sectors of the market on its built-in appliance categories. Dan Halfpenney leads the new team and is joined by account managers Dan Connell and Steward McLelland. The team will report to channel director Sion Howard.

SHORTCUTS

The Funky Appliance Company has appointed Staffordshire-based RKW as exclusive distributor for the UK and Ireland in a 3-year deal. Whirlpool UK Appliances Limited has been officially recognised by the Top Employers Institute as a Top Employer 2020 in the UK. BSH Home Appliances has been officially recognised as a Top Employer for 2020 by the Top Employers Institute, becoming the first company in the industry to hold the title for five consecutive years.

Samsung Electronics Co. Ltd has announced the promotion of James Kitto to UK & Ireland Vice-President of Sales.

James Kitto

HOOVER CANDY CREATES NEW TEAM FOR SPECIALIST CHANNELS

Chinese manufacturer TCL Electronics has announced a UK partnership with mobile and technology distributor Data Select for the distribution of products including TVs, Soundbars and white goods across B2B and retailer channels.

Kieran Roche, former commercial director for property management CBRE Group, has been appointed Director of New Business at Valpak.

Kieran Roche

use Rediffusion’s trusted trademark for the manufacture, sale and distribution of a wide range of consumer electrical and electronic products initially to the growing Chinese market. Duncan Macintosh, Senior Partner and Corporate Lawyer at Capital Law, which advised Rediffusion on the deal, said: “More deals will follow for other products and in other markets. There may also, once again, be Rediffusion product available in every UK town.”

Montpellier has collaborated with interior designer and Instagram influencer Dee Campling as part of an initiative aimed at promoting brand awareness with consumers.

GEORGE COLE

georgecole@gcmagazine.co.uk

GEORGE COLE GETS CONNECTED GEORGE COLE PINPOINTS HOTSPOTS IN THE WORLD OF CONSUMER ELECTRONICS

BBC IPLAYER – WHOSE FAULT? The past few months have not been great for a number of Smart TV owners wishing to access the BBC’s iPlayer catch-up TV service. Late last year, some older Samsung TVs (the models affected were launched between 2012 and 2015) suddenly lost their iPlayer functionality. The reason was down to security updates.

he iPlayer is an app, and like many app manufacturers the BBC insists that iPlayer only works on secure devices. For this reason, all devices need a security certificate to run iPlayer. In Samsung’s case, the security certificates had expired and so iPlayer refused to play on the sets. The solution was to issue new security certificates via a software update. The same issue has now hit some Sony TVs. From mid-February 2020, a number of Sony Bravia TVs, launched in 2012 and 2013, were no longer compatible with iPlayer. Quite how many sets are affected is unclear: Sony’s website lists 15 TV series affected; the BBC website lists 12 - and both sites list different series. Sony blames the BBC for removing iPlayer compatibility from the sets, while the BBC says it’s Sony’s fault for not bothering to provide software upgrades for these models. The news made it onto the BBC Radio 4’s You and Yours consumer programme, where one unhappy customer stated that he had a perfectly fine Sony TV set which now ceased to work with iPlayer. The poor chap fast-moving world of technology, most A 2019 survey of 2000 consumers by Which? had even purchased a Samsung DVD people expect their main TV set to last found that almost a quarter of respondents had player with built-in iPlayer functionality to for around ten years before replacing it. at some time lost access to streaming apps on get around the problem, only to find that In the PC world, many people now hang their Smart TVs. In most cases, the loss of access it had also stopped working with iPlayer! on to their computer for 5 years or more was measured in hours, but Which? went on to The BBC talked to a technology before replacing it. Even so, Microsoft state that when things go wrong, it’s hard for journalist who laid the blame at Sony’s only stopped supporting the Windows 7 consumers to know whether the issue is with door for not bothering to update some of operating system in January of this year; the broadcaster or their set. In most cases, its older models. But she also had some nearly 11 years after it was launched. It the consumer’s first port of call will be sympathy with manufacturers who don’t supported Windows Vista for 10 years, and the retailer, but it can often be hard want to continue supporting vast numbers Windows XP for 12. Is it too much to expect for retailers to know where of old products. But in my view, consumers manufacturers to keep their Smart TV sets fully the fault lies… have had a raw deal in this case. Despite the functional for ten years?

WHO DO YOU CALL?

NEW LAW, NEW QUESTIONS T

he government has announced plans to beef up the security on internet-connected devices in the home, which will include Smart TVs. The Department for Digital, Culture, Media and Sport (DCMS) says it plans to introduce legislation designed to stop the sale of insecure devices. The law will have three main planks: all devices will need to have a unique password, with no resetting to a default factory setting; there must be a public point of contact, where consumers can report vulnerabilities; manufacturers will have to state the length of time a device will be supported with security updates. This last point will help the situation mentioned above, whereby consumers suddenly find that they can no longer access a service because their TV no longer receives security updates. But there are some unanswered questions, such as: will the law only apply to goods manufactured in the UK? What will be the penalty for manufacturing or selling an insecure device? And will there be a kite mark symbol to make it easy for consumers to see at a glance whether the internet-connected device they are buying conforms to the law?

MARCH/APRIL 2020

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CLEAN LIVING

“Stay home. Protect the NHS. Save lives.” Government restrictions are imposing profound changes on our everyday business and personal lives. Millions more UK citizens will be spending most of their time shut up in their own homes for the foreseeable future, and this means that improving domestic air quality – already a growing concern – has now become a pressing issue. GC looks at what’s available, and how you can help your customers feel safer and healthier at home

THINKING OUTSIDE THE “TOXIC BOX” study commissioned by the Clean Air Can we, as an industry, have a role in advising, Day campaign and carried out last year reassuring and recommending solutions to our by the National Air Quality Testing local communities? Services in the UK found that ultrafine particle Retail outlets may be closed, or restricting pollution levels indoors averaged 3.5 times their operations, but by remaining available by higher than outdoors, with peaks at 560 times telephone and online, and using social media outdoor air pollution, leading to campaigners and websites to keep in touch, retailers armed calling UK households “toxic boxes.” with the right knowledge are a vital community At that time, the main concern was the resource. The footfall may not be there, but general increase in allergies, asthma and other most retailers already have some sort respiratory conditions. Now, with of digital infrastructure, and can “underlying health conditions” develop a proactive role in being constantly linked to the reaching out to customers risk of more severe effects and the community. It’s more from Coronavirus, and the “Vacuuming and important than it’s ever “stay home” instruction air treatment can been to embrace online forcing families into remove up to 99.9% communication and use closer contact in confined it creatively. The business spaces, the need to of allergens and and social benefits are create safer, heathier pathogens” clear, reminding people you environments at home and are still here as a source of to alleviate the effects of expertise and valuable advice, poor indoor air quality have giving you an opportunity to taken on a sharper urgency.

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MARCH/APRIL 2020

Blueair Classic 200: High performing filters remove pollutants such as pollen, dust, pet dander, mould spores, viruses and bacteria down to 0.1 micron

preserve and strengthen the retailer/customer relationship, and carrying positive and useful information during the biggest health crisis in living memory. And, of course, it’s the most efficient way to connect with an audience that is dispersed and isolated.

KEEP FOCUSED Just because COVID-19 is currently monopolising the media and public concern, none of the other reasons for improving domestic air quality have gone away. Asthma, allergies and respiratory conditions were here before, they’re here now and they’ll be here after COVID-19 has gone. The point is that having to spend more time indoors increases the need for effective cleaning and air treatment to combat these “underlying health conditions.” Medical advice is quite specific about the increased risk of serious illness for anyone contracting COVID-19 while suffering from existing respiratory conditions, so the message must be: it makes sense to alleviate them as far as possible. COVID-19 is new, so there is as yet no conclusive research evidence of what specific effect air filtration, humidification or dehumidification has upon it. But there is ample, reliable and detailed research evidence that vacuuming and air treatment can remove up to 99.9% of allergens and pathogens – such as very fine dust, bacteria, mould spores, pet dander, pollen and viruses – from the air. Some of that research is quoted in this feature, and it’s

CLEAN LIVING

Beldray Revo Cordless Vacuum Cleaner The brand which brought the first ever collapsible ironing board to market has released a new housework solution for those small, everyday messes. Beldray’s Revo Cordless is incredibly lightweight and portable, making it the perfect tool for quick pick-ups around the home or in the car. Its compact size makes it easy to store away in a cupboard without compromising on power, which makes clearing crumbs, dust and pet hair a breeze. The vac comes with a handy docking station to make charging simple and with similar models costing almost twice as much, the Revo Cordless is available from Amazon at a bargain price. Currently: £79.99

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important to have it in mind when explaining the relevance of cleaning and air treatment products, particularly now that COVID-19 has forced changes in the way we all live.

VACUUM CLEANERS

other textile surfaces. Approved by Allergy UK, it has a Roll&Beat function and a germicidal UV light eliminating up to 99.9% of bacteria and allergens in the home. And the Hoover Optimum Power Allergy & Pets is a bagless cylinder with a HEPA filter which traps 99.97% of particulates in a complex web of fibres and a silver ion treatment in the bin. Likewise, Joseph Yaxley, product manager for Floorcare at Miele GB, has examples of facts and figures on HEPA filtration from Miele’s ranges. “We recommend our HEPA AirClean filter for those with allergies. These filters retain up to 99.999% of fine dust (down to 0.3 of a micron in accordance with EN 60312-1) and up to 99.95% of viruses, allergens and bacteria (down to 0.1 of a micron in accordance with EN 1822:2011).” All good vacuum cleaner manufacturers will be able to give figures and measurements about HEPA filters used in their appliances, based on approved testing techniques. An appliance as universally present in homes as a vacuum cleaner can make a positive contribution to air quality and respiratory health.

To begin with that domestic essential, the vacuum cleaner, it’s clear that regularly removing dust and debris from floors, hard surfaces, carpets, fabrics and upholstery has a beneficial effect on air quality. Based on the simple principle “what goes in mustn’t come out,” it’s equally clear that the better the vacuum’s filtration, the less of that harmful material will be blown straight back out into the air. The industry has risen magnificently to this challenge over the past decade or so, and High Efficiency Particulate Air (HEPA) filtration is available in models at most price points. It’s always been important, but now it’s more relevant than ever. As Lisa Keogh, Head of Care & Wellbeing Appliances at AEG says: “Allergen protection is a key concern for consumers which retailers should look to address with relevant product offerings.” And, acknowledging “A True HEPA the new reality of how fi lter can retain up to the industry has to 99.999% of fine dust communicate under and up to 99.95% of current restrictions, she adds: “Additionally viruses, allergens and retailers should be bacteria” pushing for hero pages on their websites outlining the health benefits of floor care appliances.”

AIR PURIFIERS Not so much of a universal presence in UK homes as vacuum cleaners,

air purifiers are nevertheless becoming more popular as indoor air quality rises up the consumer agenda. AEG’s Lisa Keogh advises: “The benefits of using an air purifier in the home are multi-faceted. Allergens and odours can cause respiratory distress, which may result in prolonged health issues.” AEG’s AX9 model, for example, has 360 degree Filtration Technology which “creates a unique, precharged and ultrafine barrier trapping 99.9% of particles as small as 0.3 microns.” Victor Kristoffersson, Business Development Manager, Europe, at air treatment product manufacturer Blueair, told GC: “A high-performing air purifier which removes bacteria, virus, dust, pollen, pet dander, and toxic chemicals from the air is helpful to people with asthma or allergies. Our air purifiers [also] remove ... up to 99.99% of the 12 most common bacteria and viruses from the air.” For Chris Michael, Director of air purifier specialist Meaco, knowing how to choose the right purifier for the job is essential. “Customers should make sure that they are buying products that are True HEPA to ensure that the filter has been made to strict international guidelines.” He also emphasises that Clean Air Delivery Rate (CADR) is vital, and this involves matching the machine’s air flow to the size of the indoor space.

HOW IMPORTANT IS HEPA? Catrin Davies, senior product manager at Hoover SDA, advises retailers that “knowing about which product has the best HEPA filtration will allow them to offer a more informed recommendation. Retailers should advise consumers to look for products which have received the ‘Allergy UK’s Seal of Approval™’. Products with the endorsement have been designed specifically to help with allergies and can reduce symptoms caused by dust mites and bacteria.” She cites examples from Hoover’s ranges: The Hoover UltraMATT has specialised features to tackle allergens on mattresses, bedding and

Miele Blizzard CX1: Vortex Technology and a unique filtration system ideal for allergy sufferers

MARCH/APRIL 2020

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CLEAN LIVING

Launching autumn 2020 - the Lupe Pure Cordless The cordless fully realised….finally. Power. Endurance. Flexibility. The Pure Cordless excels at these major factors. Lupe’s patented suction intensifier technology delivers enduring power that’s unrivalled in a cordless - a true breakthrough product created by experts. The Pure Cordless is a premium machine featuring the latest technology in brushless motors, batteries, HEPA filtration and pick up head design. Designed and built for long-term ownership, there is no better machine for whole home cleaning. With limited initial stock, and healthy margins offered, dealers are encouraged to contact Lupe directly on enquiries@lupetechnology.co.uk.

”The more often the air from a room goes through the air purifier each hour, the cleaner the air will become. You should be able to divide a room size into the air purifier’s air flow at least three times. This will mean that the air in the room is being cleaned three times an hour. If the allergy is bad go for 5 times an hour and if the condition is severe then use a factor of 7.” Meaco has a range of air purifiers of different sizes and airflows so the user can match specific room sizes and health conditions to machine airflow capacity.

humidity and its effects on airborne allergens and pathogens is a great deal more involved than that, and turns on the fact that too little is as harmful as too much. Humidity needs to be monitored to ensure it’s within the safe window between too damp and too dry. Citing a Yale study, air quality specialist Airthings told GC: “Issues with humidity are a problem for everyone. It can cause mould growth, exacerbate eczema, bring on dust mite allergies, and has even been linked to asthma and respiratory illnesses. As if that wasn’t enough, the link between low humidity THE IMPORTANCE OF INDOOR and infection has recently been HUMIDITY LEVELS investigated, and the results aren’t Dehumidifiers and humidifiers – good. Researchers for the some of which also incorporate Centre for Disease Control “Healthy True HEPA filtration or other and Prevention found that indoor humidity methods of pathogen when humidity levels were levels are control – are, like air purifiers, at 23%, 70 to 77% of flu virus between 30% a purchase that requires particles were still able to and 50%” consumers to recognise poor cause an infection an hour indoor air quality as a health after coughing. Raising humidity issue, and to have access to the levels to 43% reduced the knowledge and products which percentage of infectious particles to can help. just 14%. The CDC research shows that It may be fairly easy to recognise the signs the flu virus survived for longer in low humidity. of condensation, damp and mould that can be The Yale researcher found that low humidity also the unwanted side-effects of a well-sealed living made it more difficult for the body to remove space. And in some cases, the solution is simply inhaled particles and therefore reduced the test to get the appropriate dehumidifier(s) to bring subject’s natural defences and increased the humidity down. However, the question of indoor chances of contracting flu. “Healthy indoor humidity levels are between 30% and 50% according to Environmental Protection Agency recommendations. By keeping the home in between these recommended levels, it can reduce the risk that comes with poor indoor humidity.”

How do we know when humidity is within this optimum window? According to Airthings, “the best solution is to monitor humidity. that way you can be alerted to when levels get too high or low.” The company’s Airthings Wave, which helps to monitor humidity, or the Airthings Wave Plus, which “offers complete indoor air insights including humidity and radon gas,” are examples of dedicated air quality monitoring devices. “With regards to the Coronavirus,” adds Airthings, “the World Health Organisation warns that everyone can be at risk including those living in hot, humid conditions.” For householders keen to achieve optimum humidity levels, the good news is that some humidifiers and dehumidifiers come with a choice of settings, and will turn on and off to keep the atmosphere within the specified humidity range. Meaco’s Chris Michael cites dehumidifier models to suit a range of indoor spaces, and adds that they will generally come with HEPA filtration, thus doubling as air purifiers. Meaco even has a dehumidifier model that uses a sterilising ioniser which “combats dust, dust mites, viruses, mould, bacteria and odours, and has the advantage of being filter free so there are no ongoing costs.” The COVD-19 threat has caused a sharper focus on indoor air quality, but even when the immediate threat fades the overall health benefits of clean air indoors will endure. The products are there. The need is there. And, particularly at this time, the consumer focus is there. We may be having to use the far-reaching medium of cyberspace to get the message to customers. But perhaps when this pandemic is over, some of the good communications habits we’ve adopted will become permanent.

Polti Vaporetto 3 Clean: save time by vacuuming and steam cleaning in one pass The new Polti Vaporetto 3 Clean is a multi-function cleaner that contains 3 products in 1: cyclonic vacuum cleaner, steam mop and portable steam cleaner including 12 accessories to sanitise all washable surfaces in the home. The steam from the Polti Vaporetto steam mop kills and eliminates 99.9%* of viruses, germs and bacteria: no detergents are needed. *The Polti Vaporetto steam mop has been tested on the most common bacteria such as Escherichia coli, Staphylococcus aureus, Pseudomonas aeruginosa, Aspergillus brasiliensis, Salmonella enterica.

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MARCH/APRIL 2020

POWERFUL CLEANING WITH SEAMLESS DESIGN. Discover the cordless QX9 series from AEG. Our range of lightweight vacuum cleaners has exceptional performance built in. Turbo-charged batteries guarantee impressive cleaning for up to 55 minutes, with effective dust pick-up on both carpet and hard floors. And with the 2-1 detachable handheld, cleaning the staircase and above the floor is just as effortless.

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28/02/2020 11:07

DESIGNER LIVING

New ovens launched by CDA at kbb 2020

DESIGN AND PRINCIPLES Design keeps the electrical industry alive by encouraging consumers to buy the next, bigger, better, best or most stylish products on the market. But technology for technology’s sake is a no-no. Not only is it costly and wasteful, but it causes consumer confusion. Striking the right balance is the difficult part, as noted by Andreas Enslin, Head of Design at Miele, who concurs with the philosophy of German industrial designer Dieter Rams. Rams said in his 10 principles of design: ‘good design is as little design as possible’. “Unfortunately, omission is the difficult part,” Enslin asserts. “It is only when things are as simple as possible and no longer contain the superfluous and when each and every detail has been thought through and mastered that we become fascinated by the simplicity and elegance “Elegant products of a solution. But the act not equalled by modern of omission requires functionality, or those great effort and this is which look straight out of the only way for things to acquire significance. the 50s but perform like There is simply too antiques, won’t cut the much that is loud and mustard.” superfluous already.”

WHEN LOOKS ARE NOT ENOUGH Design can be as diverse as the personalities it indulges, but behind the façade must lie the substance to address real-life challenges and needs. GC reports

ne person’s shabby chic is another person’s Tat… one person’s beige is another’s Boring… one person’s minimalism is another’s Cold… and flamboyant colour is another’s migraine. Design is subjective. Industrial is, well, industrial. It speaks to the professional chef, or those who aspire to be, for others it says factory, workshop, places of toil. Modern contemporary – “contemporary” becoming an indefinable word in the eclectic world of design, but in kitchen terms the perceived statement is show, display, clean, clutter-less, open-plan and airy. The country look: Twee or bold? Both exist. But it is a look which imagines warmth, cooking, hearty meals, family gatherings… and it is not purely the reserve of the rural dweller, it is equally desirable for townies seeking, or wishing to recreate, the pastoral dream. Retro 50s, now there’s a poser. For those who remember the scullery, the pastel coloured Frigidaire or Servis fridge, or the occasional neighbour who could afford one, the strange 50s fish wallpaper (How odd was that!?), times, in general, were frugal. The memory – teeny workrooms, lino, few worksurfaces, washboards, outdoor mangles – is not one some would wish to return to. Reminiscence is one thing, but an everyday symbol of those times in the home is a step too far. For others, of course, retro appliances are deemed icons, particularity by Millennials, or Generation Y as the demographers’ alphabet soup will have it, and the later Generation Z.

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DESIGN AND PURPOSE

But design is about more than style, it’s also about substance, as many misguided consumers will, to their great disappointment, have discovered. As Lucy Dunstan, product manager UK & Ireland for Smeg, the brand famed for its 50s-style FAB fridge, puts it: “Great aesthetics are worthless without great functionality.” Commenting on what constitutes the cornerstone of good design, Dunstan says: “Simplicity and clarity of vision, because communication is key. Know what you want to say, have confidence in it, and make the statement clearly and boldly.” This can be expressed in a variety of ways, Dunstan maintains, citing the brand’s 50s-style range which captures the nostalgia of a bygone era but with a modern twist. Catherine Balderson, Senior Hotpoint Brand Manager, believes good design empowers a brand because it leaves a lasting impression with the consumer. “Aesthetics draw the customer’s attention in the showroom, which is why the exterior design of the appliance is so important. Impressive functionality of appliances, however, is what ultimately drives a sale. Hotpoint believes there is no great result without the care and passion of impressive design behind it.” She adds that innovations from Hotpoint are driven by consumer needs, resulting in appliances that empower the user to care for what they value most.

DESIGN APPROACH Fisher & Paykel takes a themed approach to design based on a philosophy rooted in understanding the macro changes that form consumers’ different patterns of use – themes such as sociability, ergonomics, nutrition, changing cooking styles and respect for the planet. “Our world is changing at a pace never seen before,” comments Mark Elmore, VP Design and Brand. “The way we live, interact, and what’s important to us as consumers is in constant flux. We call it Design for a Changing World. It is the result of macro changes in the way we live, and these relate directly to our beliefs on health and wellbeing.” A generational shift has occurred, Elmore points out. Millennials are now the largest consumer group globally and with them come a different set of values: “A willingness to spend disposable income, a deep care for food and its provenance, a love of design and a desire for the finer things. They are looking for something fresh, new and authentic. Global lifestyles, cultures, mobility and urbanisation are distinct but intertwined.”

DESIGN AND VALUE Design is a complex business which embraces aesthetics, purpose and function – having any one without the others fails the underlying principles of the process. It is an expensive

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DESIGNER LIVING

procedure involving formulae, technique, enterprise and proficiency, and because it perpetually evolves, good design is no longer the preserve of society’s well heeled, but is accessible to all. “Beautiful design and innovative technology eventually trickles down to most price points,” comments Indesit Brand Manager Sara Bazeley. “Built-in appliances with incredible functionality, time-saving technology and stunning design are now available at a range of price points in the market, meaning that consumers do not need to overspend to achieve the look and finish that they desire.” While design feeds down to the mid and lower-level brands, it remains important that substance is not sacrificed for style. Elegant products not equalled by modern functionality, or those which look straight out of the 50s but perform like antiques, won’t cut the mustard. And in today’s world of rapid, often reckless, communication, brand reputations are at stake.

Caple’s C772G gas hob with DirectHeat+ technology

PAYING THE PRICE So as the price of products diminishes, what drives consumers to pay for those manufactured by top-end brands? Whirlpool Brand Manager Charmaine Warner points out that consumers have always been willing to pay more for premium style and design, and a large price tag has often been seen to reflect the substance of the product, “allowing the consumer to show-off their appliances.” However, she concedes that the reproduction of great design moving further down the market for a wider variety of consumers to enjoy, has resulted in manufacturers having to become ever-more competitive in recent years. Smeg’s Dunstan maintains premium brands offer a level of attention to detail and innovation that some other brands simply can’t match and Smeg’s strong heritage offers the consumer a sense of reassurance: “They can be sure they

are getting quality and innovation that will stand the test of time. It is these things combined which incentivises consumers to pay more for premium-branded appliances.” Lee Collett, Kitchen Channel Director at KitchenAid, holds a passionate view that consumers seeking a luxury appliance will look no further than brands within the superpremium sector of the market. “KitchenAid is synonymous with iconic design, which has empowered the brand for almost a century,” he effuses. “Characteristic, sublime design has the potential to make an appliance, and therefore a brand, timeless and distinctive. KitchenAid breathes remarkable design recognisable for its excellence.” GDHA Head of Product Marketing Steve Dickson believes consumers choosing a premium brand and appliance are looking for

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Distributed in the UK by Burton McCall Ltd. Call 0116 234 4611 or email sales@ burton-mccall.com to order.

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MARCH/APRIL 2020

and expect added value, while Hoover Candy’s Steve Macdonald – business director for freestanding – maintains consumers are looking to buy into a brand they trust.

SELLING THE GOODS For retailers selling great design, the challenge is to ensure that products’ first visual impressions, which are the main attentiongrabber in-store, are given full scope to work their magic. But equally important is the facility for shoppers to test the products in-store. Hoover Candy’s Macdonald maintains retailers should have interactive displays which showcase new features such as in-built TV screens: “Placing a tablet next to the product with pre-loaded brand apps will allow the consumer to trial controlling and monitoring the appliance(s) in demo mode.” Macdonald also urges retailers to display manufacturers’ marketing materials and believes utilising brand ambassadors will help build trust with the customer. Hisense UK Marketing Manager Alistair Orr adds: “Consumers love to be able to see and interact with the products. In-store presence and eye-catching showrooms create a sense of ‘home’, helping consumers envisage the products within their kitchens. Letting the consumer interact with the product will encourage them to imagine how much simpler it could make day-to-day life and therefore benefit purchasing decisions.” Whirlpool’s Charmaine Warner concludes: “Design, style, colour and aesthetics are incredibly important factors today with the ongoing demand for open-plan living, so make sure to display colour choices, materials and formats in aspirational lifestyle settings. It’s also important to ensure the showroom has suitable models, both on display and in stock, to suit your target audience.”

TV AND SOUND PROJECTION

TOTAL IMMERSION The consumer electronics industry continues to offer consumers the best possible sound and picture experience at home, and there have been some significant developments in this sector. George Cole talks to some of the leading players

“IT

is an exciting time for the home entertainment industry with technological innovations taking place at a fast pace,” says LG Electronics UK product manager – home entertainment, James Thomas. “This year, 3D sound has started to creep into the mainstream as general consumers are beginning to become aware of the benefits of immersive sound on the overall viewing experience. When playing content mastered with Dolby Atmos or DTS:X, this technology allows users to enjoy breathtakingly realistic surround sound with audio that appears to originate from multiple directions.” Barney Sykes, Panasonic UK head of marketing for imaging, audio and telephone, adds: “Immersive Audio has become increasingly popular this year with more and more customers desiring the home cinema experience. Thanks to sound technology such as Dolby Atmos and DTS:X, manufacturers have been able to create the most immersive listening experiences for customers. As 4K HDR TV and the immersive audio range keep developing, an increasing number of content providers, like Netflix, have started to support Dolby Vision and Dolby Atmos content.”

EXPERIENCING QUALITY “According to market research firm IHS Markit,” says LG’s Thomas, “in Q4 2019 global OLED TV sales topped one million units (1.1m) in a quarter

Panasonic SC-HTB700 Home Cinema Systems & Soundbars for the “immersive experience”

absorb and reflect sound and then fine tune the acoustics so that sound isn’t compromised

8K PROSPECTS TV picture quality has continued to rise, from for the first time, underlining the surging demand HD to 4K to 8K, but how well is the 8K market for high quality TVs and viewing experiences. developing and what are the biggest challenges Another major trend has been voice controlled for retailers trying to upsell 8K to consumers? devices, with more and more consumers opting LG’s Thomas says “the demand for 8K TVs is for speakers and TVs that have Google steadily growing, which is reflected Assistant and Alexa built in.” by the number of 8K TVs Mike Somerset, Sony UK/IE TV introduced at this year’s CES, marketing manager, reports: “At including LG’s new range of CES 2020 Sony introduced 8K OLED and 8K NanoCell new BRAVIA models, TVs.” But he concedes including LCD and OLED that “8K technology is options that encapsulate an expensive and still the very best of Sony’s relatively new concept proprietary technologies.” to some consumers, Sony’s technologies meaning it can be include Picture Reality, which gives consumers the feeling that sound is coming directly from the screen. Netflix Calibrated mode offers studio-quality Netflix content, and IMAX® Enhanced is designed to offer the sight, sound and scale required for an IMAX-like experience in the living room. Ambient Optimization is a new technology that optimises picture and sound quality in any environment by automatically adjusting the picture brightness to the ambient light in the room. It can LG SN11 RG Soundbar “to transform also detect objects in the room - such the home into a theatre” as curtains and furniture - that can

“Consumers are beginning to become aware of the benefits of immersive sound”

MARCH/APRIL 2020

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TV AND SOUND PROJECTION

perceived as either daunting, a novelty, or out of budget. Most people might not see the necessity or purpose of 8K following the popularity of 4K TV in the past few years. Therefore, the challenge for retailers is to clearly explain the merits of the technology in simple terms and to attest to the investment nature of 8K technology as more and more 8K content begins to become available.” Dean Hayward, Samsung UK head of sound device product management, says “according to IHS, the 8K market is forecast to grow from 127,000 units in 2019 to 1.197 million units in 2022 – so retailers can really maximise on this projected growth.” He adds that one of the biggest questions for 8K is the content and when it will be readily available. “We recently made TV history in partnership with BT Sport in delivering the first ever live 8K sports broadcast in the UK, with a screening of the UEFA Europa League match between Arsenal and Olympiacos - offering a glimpse into the future of entertainment technology and providing an unprecedented viewing experience.” 8K TVs are also using AI technology to boost picture and sound quality, states Hayward. “The latest QLED 8K TVs will upscale content, bringing out all the hidden details you wouldn’t normally see. It’s innovation like this that gives retailers exciting talking points when consumers are in-store”.

RETAIL STRATEGY The best strategy for retailers is to showcase the benefits and also the difference between 4K and 8K side-by-side so that the consumer can physically see the difference for themselves, adds LG’s Thomas. “Allowing the customer to test out the product is essential to selling. LG highlights the importance of in-store demonstrations and displays in explaining today’s tech, which not only bring to life technological advancements and smart features, but also how the technologies can directly enhance customers’ day-to-day lives.” Sony’s Somerset adds: “It is important for retail

Samsung: Well connected, and self-adjusting for the optimum sound experience

partners to fully demonstrate the key features of products that can enhance the consumer viewing experience for our TVs. We run comprehensive training programmes to ensure we train as many retailers as possible to offer a number of solutions, including a nationwide roadshow, visiting retailers and the more recently introduced YouTube tutorials that can be referred back to. Promotional activity is also important as it brings consumers into the store to try our products, which, in turn, drives sales.” Blu-ray players are also enabling consumers to experience the optimum sound and image experience in the living room, with products such as Panasonic’s DP-UB9000 Blu-ray player featuring HDR10+ and Dolby Vision.

SOUND MERITS EQUAL BILLING Sound used to play second fiddle to picture, but not any more, says Samsung’s Hayward. “We are constantly striving to offer consumers a cohesive TV and sound bar experience, as we recognise that picture quality and content are only part of the full home entertainment offering.” He also notes that “recent trends that are shaping the AV industry include the rise of streaming platforms, with more and more people depending on the quality of personal sound systems to provide a near-cinematic experience to maximise their viewing experience. This is also reflected in the demand for bigger screens to replicate an athome cinema experience,

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MARCH/APRIL 2020

CALLED TO THE BAR “One of the most essential things to make your AV viewing experience in the home compelling is a good quality sound bar,” notes Panasonic’s Sykes. “A sound bar can cross the line from merely watching something to immersing yourself in the content, from hearing just sounds to experiencing the depth and quality of the audio. Dolby Atmos comes as a standard with the current Panasonic’s HTB900 and HTB700 Sound bars. They support 4K passthrough, allowing viewers to enjoy high-definition 4K content with no loss of image quality, as video source passes through the system from the receiver to a 4K TV. This makes it easier for the viewer to get a seamless and compelling home cinema experience with fewer cables and wires.” Panasonic latest sound bars include the HTB400 and HTB600, with the latter featuring Dolby Atmos and producing virtual surround-sound with forward-facing speakers. LG’s new sound bar products include the SN9YG and SN11RG, with the latter offering 7.1.4-channel sound with two wireless rear speakers that deliver forward- and up-firing sound for 360 degree sound. Samsung’s S-Series sound bar features builtIn voice assistants, including Alexa and Bixby. Spotify Connect enables users to connect and stream music directly. Music mode enables the sound bar to adjust the mode depending on the type of music being played for the optimum sound experience. There is clearly plenty of technology available now for consumers wanting to immerse themselves in the ultimate sound and vision experience in a living room.

“Allowing the customer to test out the product is essential to selling”

Sony Bravia X80H Series 4K, immersive multidimensional sound, ultra thin bezel

and so consumers are reliant on surroundsound to really bring the movie to life.” In 2020, Samsung introduced Q-Symphony, a sound collaboration between the Samsung Sound bar and Samsung TV, so as to “create a richer and fuller sound.” LG’s Thomas says: “With the popularity of streaming services such as Netflix, installing surround-sound technology has never been more important for consumers – enhancing viewing and sound to offer the most immersive home cinema experience. We’ve also implemented Dolby Atmos sound technology into our OLED TVs to make sure that even without a separate sound system, consumers can enjoy an enhanced audio experience that pushes the boundaries of home TV viewing.”

FROM THE BENCH

PROFITABLE SERVICE

Properly managed, opportunistic and realistically priced white and brown goods service can be a good earner – and it’s not necessarily difficult, says Alan Bennett

t’s making a noise like pebbles crashing through it” said the voice on the phone. “Can you come today?” When we got there we found a Beko washing machine, maybe six years old. The (very loud) noise was coming from the pump where we quickly found a 5p coin. Fifteen minutes, a £55 call-out charge and we were on our way.

‘SIMPLES’ Many other jobs turn out to be quick and easy for us. Starting in the kitchen, and with washing machines: bra-wires, coins and other debris often get trapped, while blocked drains and pipes are common, causing failure to pump out. In fridges a build-up of water and droplets is usually due to a blocked internal drain hole, easily cleaned, while both fridges and freezers can suffer from long and laborious motor running times due to a build-up of fluff and dust on the rear radiator. Blocked filters can be dangerous here and especially inside tumble dryers. Less seriously, fridge light bulb failure is common, as it is in cookers. Blocked filters often prevent draining in dishwashers, while ‘stuck’ rotary arms lead to poor washing performance. AV equipment, too, can develop minor faults with ‘big’ symptoms. We’ve been called out to TVs and tuner boxes whose aerial or mains connections have fallen out; less often a mains reset is all that’s needed, or a re-scan of the broadcast band. Occasionally, reloading of the operational software is required, available over the air for recent equipment. All of the above require little or nothing in the way of spare parts, and minimal labour: easily and profitably covered by the callout charge – ours covers the first 30 minutes. We have known perfectly good equipment

discarded for such trivial faults as these! We find that many people, especially younger ones, do not even consider a repair to anything unless it’s got wheels or a roof: in many of these cases we become aware of this only after a new purchase has been made. Back at the workshop we may refurbish the gear, PAT test it (vital for safety reasons if it’s going back out), load the latest software where appropriate, then put it out on rental or sell it second hand. Items with more serious or uneconomic-to-repair problems may, depending on viability (e.g. age, model population) be stashed for cannibalisation and reuse in rental equipment, or even for chargeable repairs. In the latter case it’s important to make the customer aware that the replacement parts are second hand.

MINOR REPAIRS Above and beyond this, many repairs due to wear and breakdown are easily done by a (necessarily versatile!) technician in the field or workshop. We find that hardworked washing machines are the most likely category to fail in service, and that diagnosis is not usually difficult, while spares for many makes are easily obtained.

SPARES For white goods a wide range of replacement parts is available: washing machine pumps, belts, bearings, water seals, solenoid valves, motors and brushes, doors, hinges and ‘brain’ modules; heating elements, fan motors, knobs, hinges, doors and control modules for cookers; motors, filters and elements for tumble dryers; and so on. With brown goods the availability of spares is not as wide, but for some models you can get PSU modules and (generally older types) backlight LEDs in various forms. Other PC boards and modules may be

available, but some of these might have been salvaged from broken-up sets, and a software update may be required on completion of repair. Certain TV designs suffer from abnormally high failure rates within their switchmode power supply modules; here enterprising freelance companies can supply complete repair kits in the form of a handful of components (fuses, semiconductors, capacitors etc.) to reliably fix this problem. Viability here depends largely on the age and value of the TV or whatever. All these spares, kits etc. are quite easily found on line via a search engine, and may be original manufacturers’ parts or third-party ‘pattern’ ones, most of which we find reasonably reliable and cheaper than the real McCoy: perfectly suitable for their application in equipment which has already served some time. They usually carry a one-year guarantee. Sometimes it’s not easy to diagnose the fault with certainty, and where the manufacturer’s technical helpline is not available (e.g. no agency, non-existent, not interested) again the internet may come to the rescue. Type the make and model number into a search engine – that might bring up a forum about the specific model including common and known faults along with likely culprits and repair tips, also perhaps sources of replacement parts. I’m not advocating here repairs and service by inexpert people! Anything done for the public must conform to safety standards, be competently carried out and the gear PAT tested where appropriate.

SALES RECOMMENDATIONS A roving repair/installation technician can be a useful asset to the sales force. Many people trust a technician – perhaps because they see him as more expert and knowledgeable – more than a shop-floor sales person. That, and being on the spot in customers’ homes may give an amenable serviceman an advantage in terms of sales of replacement products, every type of accessory and services. These days service and repair can be more profitable than sales in many cases – go to it!

Bang, rattle and roll MARCH/APRIL 2020

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PRODUCT GALLERY

New cooker hood trio from Britannia Britannia has introduced a new collection of extractor hoods comprising two chimney models and a canopy hood designed to co-ordinate with its Q Line and Delphi range cookers. The traditional-styled Altissimo (pictured with Q Line range cooker) is available in 90cm and 100cm widths and offers maximum extraction of 710m3/h. It features LED lights, soft-touch controls and dishwasher-safe stainless steel grease filters. Extraction can be vented or recirculated.

www.britannialiving.co.uk

Caple brings new hob to market Caple has produced a new five-burner gas hob with DirectHeat+ to bring food up to temperature faster and reduce cooking time. The C772G has a scratch-resistant black enamel tray with stainless steel surround incorporating a 4kW dual fuel burner, 3kW rapid burner, two 1.75kW semi-rapid burners and a 1kW simmer burner.

www.caple.co.uk

Gaggenau introduces new generation combi-steam ovens Gaggenau has introduced seven next-generation combi-steam ovens into its 400 and 200 series with oven cavities of 50 litres. A multicore temperature probe offers an accurate temperature reading within one degree, and both series are available with either a fixed water connection or refillable water tank. All can be controlled via the Home Connect app.

www.gagganau.com

Sharp: Dolby Atmos® at an affordable price Two new soundbars from Sharp, the HT-SBW800 and HT-SBW460, have built-in Dolby Atmos® to provide a 3D cinematic experience without additional speakers or the expense of a traditional home cinema setup. The units offer 570W and 440W maximum output and have a powerful wireless subwoofer and a centre speaker channel dedicated to clear voice reproduction. HT-SBW800: RRP £449, HT-SBW460: RRP £299.

www.sharpconsumer.eu

PRODUCT GALLERY

Hotpoint fridge freezers for compact kitchens Hotpoint’s new range of fridge freezers, billed as “perfect for smaller kitchens”, are 540mm in width and can be placed next to a wall with no gapping due to the Excellent FIT door design. The new models have black, white or silver finishes and are A+ rated for energy. Frost-free model ref: HBNF 55181 S AQUA UK has a built-in water dispenser and offers a combined capacity of 245 litres. It is suitable for use in outbuildings as it functions in temperatures as low as -15°C.

www.hotpoint.co.uk

Samsung introduces new Infinite Cooking range The new collection has Wi-Fi capability and is available in matte graphite grey or glossy onyx black with a minimal user-interface to create an understated, highend appearance. It comprises a Dual Cook Steam technology oven which can be split into two separate cooking cavities and a flush-fit combi-hob with two dual flex zones and extractor fan.

www.samsung.co.uk

Freeview Play TVs with integrated Alexa from Cello British TV manufacturer Cello has launched a new Freeview Play TV range with Alexa voice control, powered by netgem.tv, with add-ons such as Amazon Prime Video, Rakuten TV and YouTube. Viewers can use any Alexa-enabled device to switch between apps, live TV content, catch-up players and remote-control functionality. Available in screen sizes 24-inch to 50-inch.

www.celloelectronics.com

New laundry range from Montpellier Montpellier has introduced a comprehensive new range of freestanding laundry comprising seven washing machines with 6kg, 7kg, 8kg, 9kg and 10kg load capacities and a 7kg and 8kg tumble dryer. The top-end A+++ rated 8kg, 9kg and 10kg washing machines have a contemporary look with a white LED full graphic display and new-look door, and incorporate the option for items to be added to the wash after the cycle has begun. The 9kg and 10kg models incorporate a brushless inverter motor.

www.montpellier-appliances.com

MARCH/APRIL 2020

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Designing the technology behind great kitchen hobs Visit the website for details on the full hob range for 2019 or call sales on 01949 862010

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