Insight Retail Magazine Edition 11 by INSIGHT PUBLICATIONS

ISSUE 08 / OCTOBER - DECEMBER 2014

RETAIL BUSINESS INTELLIGENCE EDITION 011 | OCTOBER-DECEMBER, 2015

3-4 NOVEMBER 2015 WESTIN HOTEL CAPE TOWN

Unlocking Africa’s retail opportunities BE PART OF THE DISCUSSION BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15

Retail Revolution Bakery innovation & Butcheryin Insight evolution retail T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

• Butchers’ Workshop & Equipment

Leasing transforms retail sector

Customer Service in Retail

RATEGY DIRECTOR | PICK N PAY Jeremy Hodara CO-CEO | AFRICA INTERNET HOLDING

- Case study outlook

ANAGING DIRECTOR RETAIL ESTATE | MR PRICE Ramanathan Hariharan CEO | MAX, LANDMARK GROUP

S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

Dispensing trends in Retail PART OF THE

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INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

Free up your money Businesses today are continually investing in assets and they want the benefits of using the asset not the risk of owning it while committing capital to investments that provide a return. These trends indicate a move from asset ownership for companies intent on staying current with new equipment or wishing to reduce operating costs. • Improved Ratios- ROA, ROCE etc • Tax Consideration – lease rentals are fully tax deductible. • CASH Flow Consideration

No large up front capital outlay

• Conserve Cash – Pay for use over time & commit capital to investments that provide a return. • Off balance sheet therefore an operating expense and improv

RentWorks Solutions • New Equipment Rental • Sell and Rentback • Exchange Plan

e obviously not limited to the savings, it T also includes: 1. Free up your money - Leasing costs a fraction of what you would spend on an outright cash purchase. 2. Optimize y w – Purchase the equipment you need today and spread out the payment across its useful life. 3. Save money – You will avoid tying up your capital on equipment that will depreciate, become obsolete or need frequent replacement. 4. No large upfront cash outlays required – When you rent, you do not need to make any large upfront cash outlays.

Fixed equipment costs – Payments are regular and predictable making it easier for you to plan and manage y w. 6. Maximize your purchasing power – Renting enables you to stretch your budget and access quality equipment from your preferred supplier at pocket friendly prices. 7. Saves you time - You do not need to spend your scarce time and money on end-of-life disposal of assets. 8. om outsourced asset management – We assign you a dedicated asset manager,customised insurance and convenient 24/7 web access to your account. 9. Choose any brand – You have access to any brand of equipment from your preferred supplier. 10. Stay ahead of your asset curve – by upgrading frequently and eliminating the risk of asset obsolescence. 11. Y resources at a lower interest rate than the bank.

We can also incorporate Insurance and/or maintenance in the transaction, enabling a single payment for a complete solution.

E-mail: info@rentworks.co.ke INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

CONTENTS ISSUE 08 OCTOBER - DECEMBER 2014

PG 8 07 / NAKU SACCO

CONTENTS 08 / LEASING CASE STUDY - TUMAINI 10 / TOMBAKE ENTRY TO KENYA

EDITION 011– BAKE CONSULT 12 / BAKE CONSULTANCY OCTOBER - DECEMBER 2015

14 / ONE STOP BAKERY SOLUTIONS SHOP 15 / BAKERY ACCESSORIES 16 / OMNI CHANNEL Pg 8. Retail CSR RETAILING 19 / OIL DISPENSING CONCEPT Pg 10. Retail Research 20 / WORLD CLASS SERVICE - WELLS FARGO

Pg 12.

Online Retailing

21 / WATER DISPENSING CONCEPT

Pg 14. Butchers Workshop 26 / GETTING BAKERY RIGHT FOR RETAILERS Pg 16. RetailLEADERSHIP Revolution in Kenya 28 / RETAIL

PG 12

Pg 18. Delight Your2015 Customer 29 / RETAIL FORUM CALENDAR 30 / RETAIL IN UGANDA Pg 20. Plastic Bag Insights 31 / RETAIL STATISTICS Pg 22. Retail Trends in East Africa 34 / RETAIL CONGRESS

Pg 26. Retail Events Updates Pg 28.

PG 14

Retail Congress - Africa

Subscribe for your next Issue: details on Pg. 33 SeeSee details on Pg. 8

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INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

PG 18

EDITOR’S NOTE Dear Reader,

ISSUE 08 / OCTOBER - DECEMBER 2014

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EDITION 011 | OCTOBER-DECEMBER, 2015

t is with great pleasure that we welcome you to the 11th Edition of the Insight Retail magazine, the only business magazine distributed every quarter free to the retail industry in East Africa. The publication shares various topics on retail trends, technological advancements and industry’s best practices with global benchmark.

3-4 NOVEMBER 2015 WESTIN HOTEL CAPE TOWN

Unlocking Africa’s retail opportunities

In this edition, we highlight all about the retail revolution and upcoming trends anticipated in the region coupled with an in-depth research information for retailers cum capacity building for retailers knowledge on the specific areas like of butcher for retailers running butchery units within their retail stores.

BE PART OF THE DISCUSSION BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15

Retail Revolution Bakery innovation & Butcheryin Insight evolution retail T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

• Butchers’ Workshop & Equipment

INSPIRATIONAL SPEAKERS INCLUDE:

Leasing transforms retail sector

Customer Service in Retail

- Case study outlook

Dispensing trends in Retail

CO-SPONSOR:

MEDIA PARTNER:

PART OF THE

BROUGHT TO YOU BY:

- Milk , Water & Cooking oil

In-storetrends Dispensing Retail Technology - Omni-Channel retailing

RETAILERS’ 2ndFORUM & AWARDS th 3RD EDITION

10TH

DEC. 2015 December 2015 2014

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

EDITORIAL & ADVERTISING

Insight Retail East Africa CONTRIBUTORS Boniface Mutie Elizabeth Mbugua Robinson Murage Wambui Mbarire Martin Okumu - UNCCI EDITOR Maureen Musili DESIGN/LAYOUT Judith Okong’o

We take this opportunity to thanks all our partners making the publication a success; we do welcome our esteemed suppliers and solution providers to showcase their products and services through neither this platform nor our retail series of events so as to reach retailers in the region and beyond. We will also be having our last quarter Retail Events for Western/Nyanza region retailers in October - 8th, Coastal Region on 25th November and Retailers Forum & Retail Awards 2015 on 10th Dec 2015 and we do welcome your participation and support on making the remainder of the events successful. Retail Congress – Africa 2015 Edition will be taking place next month 3-4th November at Westin Hotel - Cape Town South Africa - details are inside for your consideration also to attend. Finally, we thank all our readers and the entire retail industry stakeholders for your continued support and contribution which has taken us this far. Being our last edition this year we wish our retailers and retail partners a Merry Xmas and Happy New Year 2016! Happy Reading!

Reproduction in whole or in part without the written permission of Insight Retail is strictly forbidden. The greatest care has been taken to ensure the accuracy of information in this magazine at the time of going to press, but we accept no responsibility for omissions or errors.The views expressed in the magazine are not necessarily those of Insight Retail or Retail Interchange Centre. Retail Interchange Centre Ltd P.O. Box 36106 City Square 00200 Nairobi, Kenya +254 725 350 690 +254 735 350 690 email: info@insightretails.com www. insightretails.com www.insightpublication.org

Managing Editor – Titus Korir

QUOTE OF THE SEASON Your customer doesn’t care how much you know until they know how much you care.” By Damon Richards We welcome your feedback, comments and suggestions through our email: retail@insightretails.com

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

Our publication is available online from the website link www.insightretails.com / www.insightpublication.org

DISPENSING MACHINES

PRODUCTS ON TAP

DISPENSING IN RETAIL Farm

PRODUCTS ON TAP

fresh pasteurized milk, oil, yogurt Our Products are nowon at tap the click of a button

THE OIL DISPENSIN CONCEPT I

ISPENSING O

n various urban and peri-urban areas off possible avenues for contamination 9 Value Proposition to Retailer machines areof handlers of Kenya,urtheredispensing is a lot of demand as the numbers are reduced. the dispensing for processed but affordable milk Once the milk is in Our main aims to essential digitized providing the avenue oday, many residents theavail concept of dispensin machine milk shop, have workersfast have embraced no however, much of it is inaccessible by city basic products direct to consumers for as clients to getmachines range the consumers it isdispensing sold in packages access to it of thereby tampering with (ADMs) which have given milk consumers an –products a preserve for at a few. the quality of milk. Still, ADMs have at Italian significantly affordable price at Solu an affordable rate atthe the fresh milk. Behind ADMborrowed concept is Farming continued to eliminate hawkers despite strategically convenient location for the dispensing concept further. click of a button. To bridge this gap is the concept of a countrywide practice who continue milk dispensing which has seen many frustrating consumersease by selling low of consumer access in major town quality milk atthe high prices and likely to chief executive, retailers can in more households access precious Gitonga, According to this Geoffrey company’s in Kenya done directly like Dispensing All that is required is to key in the commodity. The advent of milk be contaminated due to hygiene factors. retailing oil, and fermented milk popularly ‘Mala’. This In purchasing their milk, consumers can automated dispenser machines (ADMs) stops – Milk bars or known throughas industry amount oneedible needed toyogurt spend for the a new container which many feasibility studies have shown t in various small into to large outlets and either buy pilot venture an oil dispensing project. “Our partners like Retailers who will install commodity – either Milk, Oil, Yoghurt or outlets stock for a price or use stores today has significantly changed and quality edible oil,” heADMs explains. our digital dispensing machines at Mala product will betheir dispensed own to carry the product. the wayand milkthe consumers purchase processed milk. ADMs are similar to their store to enable consumers access automatically. During a inrecent conference held in Mombasa County, while visiting s those that are used dispensingretailers’ bottles According to Geoffrey Gitonga, the chief products of their choice . of sodas, candy or even tea or coffee by executive of Farming Solutions Limited, further roll out the concept was presented to replace the manual oil dispensing the company behind the ADMs - an inserting some coins. enable consumers purchase the commodity. Italian borrowed concept, consumers Based on one’s budget or income, can not only purchase affordable and consumers can getof their desired quantity in hygienic – include pasteurized milk but also Benefits Dispensers’ retail of quality farm fresh pasteurized milk. In yogurt, fermented milk ‘mala’ as well as most outlets where an ADM has been cooking oil through the various ADMs installed, consumers are able to get milk that have been installed in most of their for as low as Kshs. 20. Some are able to preferred stores and those near the purchase in large quantities which they residential areas. can store for a longer period depending “Consumers can not only purchase on their usage. affordable and hygienic milk but also Of interest to many consumers is the yogurt, fermented milk ‘mala’ as well as fact that ADMs have been able to cut cooking oil from our dispensers”

ast embraced the concept of dispensing milk through the now all popular automated hich have given milk consumers an opportunity to purchase clean and affordable ian borrowed concept is Farming Solutions Limited, a company which has diversified

Our Automated Dispensing Machines provide five distinct value ny’s chief executive, retailers canbenefits investtoin ADMs not only for milk but also for Retailer as follows:milk popularly known as ‘Mala’. This quest to diversify has seen Farming Solutions “Our feasibility studies have shown that customers are in need of affordable, clean

in Mombasa County, while visiting some of the local retailers, the opportunity to CROWD PULLER PRODUCT PRICE NO COINS NEEDED INSIGHT CONSUMER MARCH to replace the manual oil dispensingThepractice that the retailers have been using to- MAY, 2015 automated dispenser REDUCTION The |new automated increases traffic into your shop. Consider this; milk is a must-buy item for most people – this translates into increased sales of other items in the shop.

The automated dispenser eliminates the process of packaging, thus allowing for the product to be sold at a much cheaper rate.

dispensers are operated using a digital display control panel. One simply needs to input the amount required and the product is dispensed.

A sm co li on is v

Celian House, Embakasi Village N Mezzanine Floor, Room No. 6

+254 722 249 600 www.farmingsolutionsltd.com

NO COINS NEEDED The new automated dispensers are operated using a digital display control panel. One simply needs to input the amount required and the product is dispensed.

+254 722 249 600

nser ss of ng for d at a e.

AFFORDABILITY Automated dispensers sell small quantities of essential commodities (like milk) for as little as Kshs. 1.00. This not only makes it affordable but is able to cater for clients on varied budgets and needs.

ECO-FRIENDLY The automated dispensers are eco-friendly as the customer can reuse or refill using plastic or glass containers. This reduces pollution of the environment.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

Celian House, Embakasi Village Next to Total Petrol Station

info@

TECHNOLOGY TRENDS

ELECTRONIC ARTICLE SURVEILLANCE & DISPLAY SOLUTIONS Magic Mirror

RFID+EAS Tag

Safer

Hard Tags Multi Alarming Cable Tag

Display Alarms

Multi Alarming Cable Tag

Can Grip Bottle Tag

Open Display Security Multi Grip

RETAIL POS HARDWARE

CARDS TECHNOLOGY Proximity Cards, Swipe Cards Smart Cards

RETAIL MOBILITY

RETAIL POS & ERP SOFTWARE

Data Collectors, PDAs, mPOS, mERP SOLUTIONS

OTHER PRODUCTS

FISCAL SOLUTIONS (KRA Approved Supplier)

Electronic Tax Register (ETR) Electronic Signature Device (ESD) & Fiscal Printers (FP)

ENTERPRISE BUSINESS SOLUTIONS

ENTERPRISE SOLUTIONS & HARDWARE

IT ACCESSORIES & CONSUMABLES

ERP, CRM & Business Intelligence for medium & large

Disaster Recovery & Business Continuity, Virtualization, Software & Cloud Services, Business Intelligence & Hardware

Retailing IT Accessories & Consumables

INSIGHT RETAIL #11 | OCTOBER 2015 7 Level 3, Amee Arcade, Westlands, T:254 (20) 374 9056/7, 737 267813, E: info@totalsolutions.co.ke, W:- DECEMBER, www.totalsolutions.co.ke

RETAIL CSR ACTIVITY

Mulley’s Annual Half Marathon 2015

By Boniface Mutie , Mulleys Marketing Manager

he 5th Mulleys Machakos Half Marathon 2015 was at the prestigious People’s Park in Machakos on October 5th and this year over 2000 participants registered for the event which is Mulley’s Supermarket annual corporate social responsibility. Mulleys Machakos Half Marathon is the only of its kind in the Southern Eastern Region of Kenya. Over the years the event has grown from participation perspective with the race categories were 21km Elite Runners, 10km Corporate team challenge / team event and 3km Family & Fun which was around the Machakos people’s park.

The funds raised through the race are employed towards the education of the orphans and create awareness about cleft lip and palate. The 3rd and 4th editions of the event raised school fees for 15 children who are currently in High school. This year the event targets to raise over Ksh1 Million to put through Secondary Education additional orphans from the region.

The run was witnessed by thousands of spectators along the routes and at the Finish Line at the Machakos people’s park which has become one of the talked about by the Machakos residents and visitors from across the country. Besides giving the participants an opportunity for fitness, adventure, fun, team building, social outing and entertainment, the Marathon is run for a very noble course.

Get your copy delivered to your doorstep by subscribing to the magazine

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Subscription entitles you to: 1) Free entry to:• Retail conferences • Retail forums 2) 4 copies of each edition of Insight Retail magazine per year.

Yearly subscription Rates Kshs. 5,800/= Annual subscription @ Ksh. 2,645 for FOUR consecutive issues Ushs. 15,000/=

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INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

RETAIL RESEARCH

Going Digital To Enhance Shopper Experience By Elizabeth Mbugua, AC Nielsen Get your copy

competitive retail environment, Studies by Nielsen globally delivered“Into ayour doorstep by subscribing toconducted the magazine

f device-driven consumers turning to online shopping options give brick-and-mortar retailers cause for concern, they would do well to remember that e-commerce is only one part of the digital picture. A complete digital strategy includes interaction at every point along the path to purchase, including finding stores, making shopping lists, checking prices, researching products, sharing content and purchasing. These touch points occur both in and out of stores, and consumers are increasingly using technology to simplify and improve the process. In-store digital enablement options can bring the ease, convenience and personalization of online into brick-andmortar stores. Incorporating digital strategies into the in-store experience is not just a nice-to-have; these options can increase time in store, engagement levels, and basket size and shopper satisfaction. “At present, shoppers do all of the work putting the pieces together to arrive at their final purchase decision,” said Patrick Dodd, president, global retailer vertical, Nielsen.

retailers and manufacturers can add value and differentiation by providing digital tools to help consumers take control of their shopping experience while also increasing sales potential.

indicate that though only a small fraction of consumers are already using such features today, willingness to use them in the future is high.

Other digital enablement options include giving mobile coupons and allowing shoppers to create shopping lists.

Availability of facilities that allow customers to check out on their own will make long queues a thing of the past and enhance the shopper experience as well. For the retailer this will also mean reduction in the number of traditional check out stations required in each outlet therefore reducing operational costs.

Another way to improve the in-store Use of mobile in particular can tip the experience and at same time the reduce scales in favour of increased shopper retailer cost is to put more control in the LIPAcontrol, NA MPESA TILL NO. 248816 empowering them to shape the shopping hands of your customers—literally. experience more than ever before.” While self check -out is still a very novel There is a lot of room for retailers within concept in Sub Saharan markets, it is a the region to explore options such as in-store growing trend in the developed markets and Wi-Fi availability that allows consumers to today, 22% of global respondents say they use receive info on offers, product availability, self-checkout, and nearly two-thirds (65%) are prices and so on. willing to do so in the future.

Retailers should also consider an option that allows shoppers to download loyalty program apps on their mobile phones where they would be able to receive information on offers and accumulate shopping points. Annual subscription @ Ksh. 2,645 Not only will this allowfor retailers save on FOURto consecutive issues costs associated with making and upgrading loyalty cards, it will also allow shoppers fast sign up into the loyalty programs without the rigours of following up to get physical cards issued to them.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

DISPENSING TRENDS

OLMEC TECHNICAL SERVICES MILK PASTEURIZER UNIT

REVERSE OSMOSIS WATER TREATMENT PLANT

WATER PURIFIER refrigerated hence giving milk long shelve life, has a running empty sensor, single or duo microprocessor, designed for both indoor and outdoor. The OLMEC LD machine is more compact meaning it can take less space and mobility is easier from one location to other.

Milk ATM

At Olmec Technical we Design, Fabricate, Supply, Install, Service and Repair Water treatment plants, Vending machines and General dispenser’s like Milk ATM, Water and any other liquids like cooking oil. PURE WATER TREATMENT PLANTS We have a treatment plants that consists of systems that are designed for mass production of pure water, ideal for commercial, institutional purposes and also for food processing and manufacturing facilities. The System will be completed with its control panel, buster pump, UV unit, Sand filter & cartridge housing and can be designed to fit available space and available for domestic, Small scale to large commercial plants, We also assembly reverse osmosis plants for your bore hole water, Stainless steel fabrications, control panels, juice plants, milk processing plants etc

WATER DISPENSER Some of our Water dispensers’ set up on Retail stores include those in Uchumi, Acacia, Mulleys, Jamaa, Fairmart, Homemart, Skymart, Karia, Daimart, Zoro’s supermarkets, among others. OUR VENDING MACHINES We do have different models from small scale to commercial and require little installation space especially for Supermarkets. Our brand names for all our vending machines are OLMEC LD and comes with variety of specifications depending on holding capacity and task the equipment is intended to do. • The Olmec LD Milk ATM This caries a range of milk dispenser’s based on holding capacity of the milk

Machines are available from 200litres to 1000lts unit as Olmec L200D – for 200 litres; Olmec L300D – for 300 litres, Olmec L400D -400litres etc Olmec LD Machine uses a microprocessor unit that is programmed and configured on site for accuracy and precision on amount and volume dispensed. It also has an advanced cash management system where the volume and amount dispensed over a period of time are stored and can only be accessed by management. The microprocessor has access passwords that limit unauthorized persons from operating the machine. The Olmec LD machine comes at a highly competitive and affordable purchase cost with minimum maintenance expenses. The machine can also be modified to dispense other liquid products like juice, soap, honey and much more…

OLMEC TECHNICAL SERVICES LTD Spine Road, off Kangundo Road, Near Mama Lucy Kibaki Hospital, P.O. Box 35740 – 00200 Nairobi. Tel: 0712 864 255 | 0729 059 537 | 0753 949 694 Email: olmectechnical@gmail.com/ olmectechnical@ymail.com. Website: www.olmectechnical.com INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

ONLINE RETAILING

Lower costs of data will boost e-commerce in Kenya S By Robinson Murage, Communications Manager, Jumia Kenya. peaking at The National Forum on sustainable Data for Development held at the Laico Regency hotel in Nairobi this August, deputy president William Ruto asked mobile firms to reduce the cost of data bundles; he noted that while the cost of mobile phones has gone down, the cost of data has increased. There is no doubt that the implementation of lower costs of data is welcome to the 99 percent of Kenyans browsing the internet via smart phones according to Communications Authority of Kenya. In 2014, Jumia Kenya increased sales by 900% after being in business for only a year. This success was to a large extent attributed to the Jumia mobile shopping applications that allows customers to browse, add items to cart and make payments from their smart phones which is among the company’s major strategy in the e-commerce takeover. Jumia is however not the only e-commerce company banking on mobile shopping applications, others include OLX, Kaymuonline marketplace, Jovago- hotel booking site, Hellofood- a portal where you order food online, Lamudi- Property listing and Easy Taxi- online taxi requests portal among others. According to Parinaz Firozi, MD, Jumia Kenya, customers who use their mobile phones visit the site thrice as often as those who use desktops and laptops, however Firozi notes that high cost of mobile data discourages would be customers from surfing the internet on mobile and making purchases.” “While Ksh. 30 assures you of 1 hour of unlimited internet in a cyber café where the cost is 50 cents per minute, the same amount can barely last 10 minutes of unlimited internet on mobile data. The fear of running out of bundles while completing a purchase online is a ghost that should be tackled by lowering the cost of data.”

Parinaz Firozi, MD, Jumia Maybelline, Darling Hair, Crown, Bata, Nairobi Sports House and hundreds of SME’s open online shops on Jumia as they seek to take advantage of the nationwide delivery network Jumia offers. Firozi remains optimistic that mobile network providers will work closely with the

The past year has seen local and international brands that include Microsoft, Infinix, Innjoo, Armco, Fly Mobile,

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

government to lower the costs of data. “While lower costs of data will boost e-commerce; I can’t emphasis enough on the opportunities it will open for our vibrant tech savvy generation in areas of study, research, job search, networking and much more. It’s a bigger picture.”

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

BUTCHERS INSIGHT Cutting along the lengths of the fibers increases the toughness. Cutting against the grain means that you are shortening the fibers making the meat tender. Using sharp knives and the appropriate machine for cutting bones lessens damages and make it easier. Traditionally meat was sold in large chunks but today consumers’ demands and behavior change necessitates for smaller cuts, where the buyer can request for a certain part. If the butcher has no training on how to make the cuts he could end up making huge losses. This makes it critical that the butcher understands the bone structure of the carcass. They also need to take a block tests on a weekly basis to evaluate his profit and losses.

utcheries have evolved over the years, due to high demands by the consumers for quality and hygienic meat. This has made it necessary for meat handlers to remain cognizant of the current trends and technologies, to ensure customer satisfaction and in turn boost their businesses and this hasn’t been easy without capacity building, thanks to Nairobi Kitchen Care for taking the lead on the same. MEAT CUTTING TECHNIQUES Most of you wouldn’t consider meat cutting as a career or see your butcher as a professional. Yet meat handling is a technique that requires a certain mastery of art and science. Butcheries have evolved over the years, due to high demands by the consumers for quality and hygienic meat. This has made it necessary for meat handlers to remain cognizant of the current trends and technologies, to ensure customer satisfaction and in turn boost their businesses. On June 16 2015, Nairobi Kitchen Care held the 1st workshop of its kind to Butchers from Retail stores & Butchery outlets to enhance their meat cutting skills and keep abreast with trends in the business. The facilitators were fellow butcher men from South Africa who shared their knowledge and expertise, presenting a lot of take - home points. The speakers reiterated that meat varies in quality, tenderness, succulence and flavor. These variations depend on the part of the carcass where the meat is derived; and each section should be handled differently. For instance, the butterfly cut is more appropriate to the eye piece muscle to make it wider while Cube cuts is best on the thick flake which is good for making stew, et-cetera. While cutting, the most vital thing to consider is that you should always cut across the grain. This is because meat contains muscle fibers that are parallel to one another because when the animal is alive the muscles have to be strong and tough to get the animal moving.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

Furthermore, meat should be stored under refrigeration for quality and safety reasons. Bacteria produce slime, toxins, off colors and odors, which might not just cause the meat to decompose but also results into diseases. The workshop stressed on the need of butchers to learn how to quickly cut the meat then refrigerates.

“Butchers workshop held to enhance meat cutting skills and keep abreast to changing trends” This has however, not been possible in Kenya given that transporting beef from the abattoir to the butchery has in most case taken lots of time and logistical maneuvers, something that the industry players should look into. The workshop also provided sales-boosting tips for the attendees. These included the need to enhance the layout and display of meat in the butchery, which is critical in creating a perfect appeal and attracting more customers. Besides, the hygiene level is also a factor that could make the difference between making sales or not. Such an opportunity should be availed to butchers on a regular since we are meat-eating nation and consumers deserve better services. Apart from vast information on meat cutting the Nairobi Kitchen Care workshop provided the butchers with various meat dishes to sample from.

45+ S R A YE

MEAT DISPLAYS

BUTCHE

P DE

TECHNOCHILL XXXXXXXXXX Commercial refrigeration solution

SAMBERNO

COLD ROOM & CHILLERS

BUTCHERY EQUIPMENT Leading the Way in Bakery, Butchery, Refrigeration , Commercial Kitchen Equipment 15 & Supermarket Solution

Main mombasa Road Allbid house, Opp ASL, P.O. Box 49938, 00100. Nairobi. Tel: 020 2133076 / +254 - 727 246 209/ +254 - 725 351 079 Email:info@nkc.co.ke web: www.nkc.co.ke INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

COVER STORY

Retail Revolution in Kenya By Titus Korir, Insight Retail E.A

enya is the fastest growing economy in the East Africa market with a growing middle class and sustainable GDP expected to grow by 6.9 percent in 2015. Enabling environment and infrastructure in the region has lead to the influx of major brands making Kenya the gateway for East Africa region. Retail industry in Kenya has been evolving for the past decades and seemingly a new revolution is coming of age due to entry of multinational retail chains, which have likely triggered the local retailers to pull up their retail game to remain competitive. Recently,

The

Game

opened its 1st store in Nairobi which has transformed retailers to start marketing their stores and offering weekly promotions rather than on a monthly basis. Another brand yet to open is the Carrefour with its two branches based at major high end residential areas in Karen at The HUB and Two Rivers mall adjacent to Runda and Gigiri. Both retail stores targeting Middle and high end market. The entry of the 3rd Multinational brand in the region is Choppies, which targets lower and middle class. This will bring more competition to existing retailers targeting the same segment with a majority being the local retailers.

Uchumi and Naivas. Other middle leveled retailers are also coming up to share the same pie like Chandarana, Cleanshelf, Mulleys, Tumaini, Eastmatt, Khetia’s, Maguna’s , Shivling and Ukwala.

Being a service driven entity, customer service is key for any retailer to retain and gain loyalty of new customers, regardless of the location of the store and dominance by the four giant local retailers lead by; Nakumatt, Tuskys,

For the Furniture business; Furniture palace, Victoria Courts, Odds& End, Antarc and Ashut Engineers are the key players taking other retailers back to the drawing board.

Retail businesses across other sectors has also remained competitive like in Hardware, for instance; Alibhai Sheriff is going on with expansion projects of its branches and specialization on retailing in hardware, same to Tile & carpet of TACC Brands. In the pharmaceutical trade, Hamilton, Mimosa and pharmanet have taken the lead while in clothing; it is Deacons and Jade collection.

This has resulted to new brands taking shape like Tuskys

“Retail takeover’s, Mergers and Acquisition will dominate retail sector and retailers need to specialize to remain competitive”

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

COVER STORY introducing 100% clothing store, Nakumatt taking other departmental store within their stores for major international brands and local brands like in footwear e.g. Sketchers and Bata. Other unforgotten retail stores on Electronics include: Best buys, PC World which have opened stores in various malls. Book resellers like text book centre, Text book city are also opening outlets in strategic malls based on their business target customers and locations. The revolution in retail is not only triggered by competition but also new developments on real estate, which surrounds the mall concepts in major towns and along major highways. This has enabled a conducive environment for retailers to set up stores on such malls driving to multiple branches across the cities/ towns, changing the game of reaching out to consumers closer to their residence, and along their route home on super highways.

Traffic will be a major determinant when defining which mall to set up.

defines their volumes on the most traded items online.

E-commerce has also picked up in the industry although, considered by few retailers as part of Omni-channel retailing in the region.

In conclusion, the revolution has lead to strategies by retailers to increase their branch network rapidly by either Take-over’s, Mergers or setting up new stores in more strategic locations either in malls or independent locations to tap the new emerging markets and to remain competitive.

Manufactures have started to set up retail stores on their web portals where they can sell directly to their customers which will become key to managing brands in consumer minds, since online retailing is driven by brands. Market leaders in the industry – Jumia & Cheki are doing very well but brands still

Retailers have to define their notch independently, understand their shoppers/customers and deliver the best in terms of customer service to ensure customer loyalty and trust is gained.

Opportunity exists for mall managers, in few years to come, traffic to malls will be of concern to business owners and there will be need for drastic marketing to make the mall competitive and of destination to more consumers.

“The growing Mall development concepts in major towns will drive organized retail outlets to expand indefinitely ” INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

CUSTOMER SERVICE

DELIGHT YOUR CUSTOMER

• Promptness on how you deal with inquires and complains. Delays make the customer aggravated and the risk of losing him could be higher.

• Professionalism is key. Upholding ethical values should always be the goal of every business. While mostly fail on integrity issues, it is important to note that a slightest act of dishonesty could injure your business completely. Having trained staff will ease flow of operations especially when a problem occurs.

hen your customers experience pleasure and excitement, then that is success. Success in a business does not entirely depend on how much sales you have made but rather on the satisfaction of your customers. The old adage ‘the customer is always right’ is actually true. How you treat your customer will determine if you have the customer for a short term or long term. Attracting new businesses is harder and more expensive than retaining one. It is worthless to have great services with poor customer care. For instance, you could be providing fast services but your interaction to the customer is wanting or your after sale service is unreliable.

• Courtesy. It is said that politeness is a “lost art” but lack of etiquette could cost you your business. The manner in which you communicate and handle the customer should be based on good mannerism and civility. There is a powerful effect to words like; thank you, you’re welcome and more.

Courteous treatment will make a customer a walking advertisement.” By J.C. Penny

This could amount to loss of a customer to your competitor, something that could set you back. Remember most of the people who purchase from you knew about you by word of mouth. A minor misrepresentation of your organization could lead to the loss of, not one but many potential customers. It is therefore, important to note that customers not only have needs but expectations too and there is no second chance for a first impression. The first time a customer should enter your premises should be met by a friendly approach. He should feel comfortable and appreciated for visiting your store. Putting up a welcome sign and a smile could go a long way.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

• Customer relationship management. To thrive, retailers should have a system designed to compile information of their customers across different channels. This will aid in traceability purposes, for the sake of creating a personalized loyalty program that suits each individual. The use of this approach should be built on good communication that will help the retailer to keep track of customer needs and change in behavior. Tools like a suggestion box can be effective to attain feedback from customers and know what they want. Rewarding loyal customers gives them a sense of belonging because they can identify with your business. Technology alone will not improve your customer service. To increase sales a retailer needs to understand the behavior, culture of his shopper. People buy from places they like and the efforts to keep them is what counts. A business owner needs to formulate a policy that gives guidance on how customers should be handled. Have a range of spectacular treats that can ‘wow’ your customer. Take to heart the rule of thumb that is to always under-promise and over- deliver.

TECHNOLOGY INNOVATIONS & TRENDS

KENYA | Karuna Hse Commercial/Enterprise rd Junction Industrial Area, Nairobi Tel: +254.728 607 000 e: info@securityworldtech.com UGANDA | Ntinda Ind. Area Plot M275, Opp, Britania Kampala Tel: +256 414 223 1767 Cell: +256 782 115 464 e: info@securityworldtech.co.ug RWANDA | Kigali , Remera, Kisimenti Tel: +250 252 581 741 Cell: +254 788 382 626 e: info@securityworldtech.co.rw TANZANIA | Hifadhi EPZ Ubungo, Off Morogoro Rd , Dar Es Salaam, Tel: +255 22 277 3391 Cell: +255 767 607 000 e: info@securityworldtech.co.tz

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

ASSOCIATION

GFK Insights

INSIGHT ON PLASTIC BAG MANAGEMENT

very key not only to the distribution chain but also to the National economy.

By Wambui Mbarire, RETRAK he government has over the years called on NEMA (National Environment Management Authority) to help curb the menace caused by plastic carry bags to the environment.

Use of smart data in retail and by retailers is key. While initially the focus for GfK was on retail and technology, current trends in building and construction has necessitated a review in tracking of cement, paints and other building materials. This is in addition to the ad hoc and customized research that GfK has been carrying out and intends to expand in the coming years.

Existing plastics in the environment have led to immense damages including, blockage of drainage systems in the cities and other urban centers. This has resulted to serious flooding during rainy seasons, which has led to damage on infrastructure, property and even loss of lives. In line with this, NEMA and RETRAK (Retailers Association of Kenya) have been looking into ways on how the Retail industry can work to reduce the quantities of plastic carrier bags used in packaging household goods and ultimately minimize the amount of plastic discharged to the environment. Commitment for both NEMA and RETRAK to work together was affirmed in a breakfast meeting that was held on the 9th July 2015 at NEMA offices, Chaired by NEMA’s director general Prof. Wahungu. The association of retailers proposed to lobby its members to successfully embrace the recommended reduction in the quantities of plastic carrier bags used in packaging household goods, spearhead the re- introduce biodegradable modes of packaging such as paper, cartons, unga bailers and alternative packaging such as own bags and kiondo’s, to undertake media campaigns so as to sensitize consumers to accept the new initiative and more. NEMA on the other hand propose to support and lobby for tax waivers from Treasury whenever any Retrak Members is importing an eco-friendly technology or equipment that has potential to support waste management and help CSR efforts by Retrak members on sound environmental management. In various parts of the world lightweight plastic bags have been banned. In the East African community, it is only Rwanda that has successfully authorized the ban since 2008. The Kenyan government in 2007 failed to sanction the ban after manufacturers and retailers threatened to pass on the cost of using other materials to the consumers. With the efforts of various stakeholders in the industry, it is expected that a level ground on the matter will be achieved to safeguard the environment.

GfK East Africa MD – Christopher Maina

fK is a global market research company with the trusted source of relevant market and consumer information that enables its clients to make smarter decisions. With than 13,000 market research experts around the world who on a monthly basis combine their passion with GfK’s long-standing data science experience. This allows GfK to deliver vital global insights matched with local market intelligence from more than 100 countries.

In East Africa GfK is now present in three countries i.e. Kenya Uganda and Tanzania with insights in below sectors. • Telecom-Smart Mobile Phones • Information Technologies-Information Technology • Home Appliances-Refrigirators,TV ,DVD, • Cement • Paints • Lubricants. GfK expanded one of their services on the experiential side of the business to provide 360 degrees solution to the region. Insights from Retail Forum 2015 Themed: Big Data and Vision 2030

The keynote speaker Prof. Wainaina Gituro noted that the use of data was essential in developing Kenyan growth agenda-Vision 2030. With respect to the Retail Sector in Kenya, he noted that Vision 2030’s next milestone 20172022 will involve more engagement from the sector players. “The sector has grown faster and robustly compared to other sectors that are intended to be the drivers of growth in attaining the Vision. We have all witnessed the emergent of malls along major roads in Nairobi and even in other major urban areas such as Mombasa, Thika, Kisumu and Nakuru. The confidence in the retail sector has seen major international global retail brands express interest and set up local offices as well as partner with local retail players.” He said “bridging the digital divide and relevant data helps create value in the core business. For example, the Government of Kenya’s e-citizen portal helped address the pain of serving thousands of Kenyan drivers in accessing essential services at the touch of a button”.

Kenyan Retailers hosted by GfK and RETRAK GfK East Africa sponsored the second Retail Forum on 24th of September 2015 at Safari Park Hotel. The breakfast session brought together major retailers from across the country. The event was held in conjunction with the Retail Trade Association of Kenya (RETRAK). Over 240 retail players drawn from mass merchandisers; specialists stores such as consumer electronics, Mobile phone specialist, builders merchants (hardware), oil and lubricants as well as online, were represented. Hosted by the East African GfK team led by its MD- Christopher Maina, noted that retail was

The theme of the Forum was Big Data and Vision 2030 – seeking to identify how big data is being used by various players in the retail space in the country. This is in line with the country’s blueprint Vision 2030.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

Prof. Wainaina Gituro -Vision 2030’s

RETAIL EVENT

“The retailer landscape is changing and to be part of the revolution focus on what makes you unique”. Antonio Besana-GfK Retail Regional Director (CEE-META)

for the next generation of shoppers, as they will always enjoy the social interaction.

GfK Insights During the Forum, the Retail Regional Director for Central Europe, Middle East, Turkey and Africa (CEE-META) Antonio Besana noted that the retail sector worldwide and in Africa is bound to shift including more multi-channel experience. These changes require the retail sector to change and to align accordingly.

“It is important that retailers invest in the relevant data choosing the proper partner today to be ready for the next future as they can leverage their positions using up-to-date data.” GfK painted a positive picture for the Kenyan retail sector indicating that organized retailers are growing in the whole region and especially in Kenya.

“Digital native adopt smart technology from early age leading a virtual life and trapped by screens but they will not neglect the in-shop experience. Physical shops will be still relevant

They noted that shopping malls are popular for having ‘all under one roof concept’, good facilities which are easy to reach, as well as combining shopping with entertainment.

Mall development will continue not just in Kenya but in the East African region and SubSaharan Africa. Mall development does go hand-in-hand with the growth of organized trade. “Organized trade accounts for 62% in sales value in the first half of 2015 in the 8 of the following countries in Africa including Kenya, Uganda, Tanzania Angola, Ghana, Ivory Coast, Nigeria and South Africa – which represents a 9% rise compared to the same period in 2014”. Online shopping is an opportunity for any retailer and offers them an avenue to build their brand online. Logistics is key of online retail era for every retailer. By using innovative technologies and data sciences, GfK turns big data into smart data, enabling its clients to improve their competitive edge and enrich consumers’ experiences and choices.

For more information on GfK, please visit www.gfk.com or follow GfK on Twitter: https://twitter.com/GfK OR email us on infoea@gfk.com

Self Management

Developing the Trainer Supermarket Management Developing the Training Application

• Personality profiling, • Time Management • Principles of Management • The 18 step approach to training • Obstacles to training • Retailers check list • Customer service • Operations Management

• Developing content • Developing the presentation • Mini presentations by participants • Testing your skills

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

RETAIL TRENDS

Tanzania Growing Big In Retail

n a recently released report from A.T. Kearney titled, “The 2015 African Retail Development index; Retail in Africa; still the Next Big Thing”, Tanzania is ranked among the most attractive retail market in Africa, beating Rwanda among other 43 countries in Africa.

Shopping Made Easy at Malls in Kampala By Martin Okumu – Head of Communication - UNCCI

he advent of numerous malls in Kampala has eased the way shopping is done. Infrastructure has multiplied tenfold in the last decade, presenting an advantage to booming business and in turn conveying value to the citizens. To start with, malls have easy access like at: Capital Shoppers, Shoprite and Game at Lugogo. The same ease is experienced at Nakumatt along Yusuf Lule Road where most shoppers drive and walk in with ease. Malls offer a range of businesses in one location: the main mall, restaurants, boutiques, banks, insurance, confectionaries, and telecoms among others. A visit to one mall enables many transactions within a short distance. Another advantage is that malls are both sellers and buyers of commodities. This has paved way for many upcoming businesses that provide different products and services thus creating a marketplace with vast networking possibilities.

There are recreational facilities where children can play at times while the parents go shopping, families can share quality time together and so on. Some malls are even adjacent to car washing facilities and other facilities that would come in handy in a day – to –day endeavor. In down town Kampala many old buildings are being brought down to pave way for erecting malls for instance along Luwum, William and Ben Kiwanuka streets. Shops are now in storey buildings and one mall can accommodate over fifty shops. Shopping has indeed been made easy with proper and neatly arranged items, trolleys are available to roll them with ease, there are multiple counters for the tellers, and the general ambience is good in all malls. The future growth for malls is seemingly bright. We hope the Uganda Free Zones Authority will create more investment parks in major cities and towns so that we shop with dignity for years to come.

For some time now Rwanda has been considered as an investor’s hub for the retail market which is attributed to the growing opportunity for formal market. This recent study however indicates that the retail industry is growing rampantly and transformations are due to happen over a short period of time. Tanzania’s stable economy and calm political climate, with an annual gross domestic product (GDP) of 7 percent, could be one of the strong bearing for potential businesses. The unsaturated market culminated by highly populated urban centers make it more attractive for investors from across the world. This has seen Shoprite, Tanzania’s biggest retailer since 2001 face immense competition from other big retailers penetrating the market like Nakumatt and Uchumi. Other retailers from SA are also set to enter the market in an endeavor to seek dominance for the foreseen growth. According to the study, it was established that high population in some areas act as opportunity for formal market growth. However, this was not the case in countries like Ethiopia, which despite having the largest population was ranked bottom. This is for the fact that there were other factors that were taken into consideration like country risk, market saturation and time pressure. In Kenya for example, the retail industry is too saturated with both local and foreign retailers making it less competitive for growing opportunities. That the region is likely to grow in the near future is enough indicator that retailers need to stay put for transformation at any time. After all, ‘change is inevitable’.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

COMPANY INSIGHT

Jostechno East and Central Africa Limited

ostechno East and Central Africa Limited was established in 2003 by indigenous Kenyans as a supplier of Commercial Kitchen Equipment having seen a niche in that market based on the anticipated growth of the middle class in Kenya.

Based on the awareness of the consumer currently, food processors have been called upon to present their products in a hygienic environment necessitating the uptake of machines in most of these outlets, restaurants, butcheries, supermarkets small deli outlets etc.

• Product development and quality • Food safety training and hygiene HACCP • Competition

Bain Marie Buffet Food Warmer

We will soon be moving into a more spacious location where we intend to have a pilot kitchen, butchery and bakery for training and demonstrations. The challenges we are facing mainly is capital since the business is capital intensive but we look forward to more business since the consumers are shunning outlets that are not hygiene compliant.

The operators of these outlets have experienced the benefits of machines as they greatly improve the efficiency in delivery of services as well as reduction in labour. Over the years, our objective is to supply small scale food processors, butcheries and bakeries with equipment and accessories we have sourced from various manufacturers from Europe, Asia, South America and India this enables us to offer relatively good quality machines at affordable prices.

We plan to become distributors of ingredients solutions to our clients so that one day we can be a one stop solution for most of their requirements.

Bread Toaster

We recommend to our clients to sign up for Service Level Agreements so that we can offer maintenance service in a consistent manner, unfortunately the take up is very low. We train operators and attend to any repairs when called upon, we emphasis the need to clean all processing machines at the end of the day. On the terms of payment we accept cash as well as card payments and Mpesa. We offer credit terms to our long standing clients whom we have a history with. We intend to launch an online shop in our website very soon as we feel Kenyans have started to embrace online transactions. We recently signed a memorandum of understanding with BakeConsult who are one of the leading bakery, deli and butchery trainers in East Africa to engage our clients and prospective ones in: • Advising on the correct and good quality machines • Staff sourcing and training • Cost calculation and how to arrive at the gross profit

Cold Juice Dispenser

Bonesaw

Electric fryer with oil valve electric deep fryer

Tabletop dough sheeter

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

RETAIL STATISTICS STATISTICS 2014 RETAIL 2015 TIER 01

(HAVING 15 BRANCHES AND ABOVE)

54Branches Branches 52 14 Counties (Ke) 12 Counties 4 Countries 4 Countries

36 Branches 7 Counties 3 Countries

TIER 02

(HAVING BETWEEN 5-15 BRANCHES) Chandarana Supermarkets 8 Branches Saltes Supermarkets 7 Branches Cleanshelf Supermarkets 6 Branches Eastmatt Supermarkets 6 Branches Selfridges Supermarkets 6 Branches Ukwala Supermarkets 6 Branches Tumaini Supermarket 6 Branches Khethia Supermarkets 5 Branches Magunandu Supermarkets 5 Branches Mulley Supermarkets 5 Branches Mathai Supermarkets 5 Branches Budget Supermarkets 5 Branches Quickmart Supermarket 6 Branches

2 Counties 2 Counties 4 Counties 3 Counties 2 Counties 5 Counties 3 Counties 3 Counties 4 Counties 1 County 4 Counties 3 Counties 4 Counties

MORE STATS IN THE EAST AFRICA RETAILERS DIRECTORY & SUPPLIERS GUIDE FOR ADVERTISING AND DIRECTORY LISTING

CALL+254 725 350 690 / 735 350 690 retail@insightretails.com

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

56 Branches 14 Counties 2 Countries

37 Branches Branches 30 12 Counties (Ke) 13 Counties 1 Country 1 Country

TIER 03

(HAVING BELOW 4 BRANCHES) Society Stores Kassmatt Supermarkets Kassmatt Supermarket Setlight Supermarkets Ngooni Supermarket Quick matt Supermarkets

34Branches Branches 44Branches Branches 1 Branch 4 Branches

Counties 22 Counties Counties 32 Counties 1 County 3 Counties

Choppies still planning fast expansion

CONTENTS ISSUE 08

OCTOBER - DECEMBER 2014

2015 07 / NAKU SACCO 08 / LEASING CASE STUDY - TUMAINI 10 / TOMBAKE ENTRY TO Ottapathu KENYA Choppies CE – Ram

otswana-based discount retailer Choppies has no intention of ap12 / BAKE CONSULTANCY – BAKE CONSULT plying the brakes to the rapid roll-out of its stores, even though economic growth in the countries it targets is slowing and con/ ONE power STOPisBAKERY sumer14 purchasing declining. SOLUTIONS SHOP

www.insightretails.com/awards www.retail-awards.com

Choppies to openACCESSORIES 35 new stores, excluding acquisitions, in its 15 /plans BAKERY home country, SA and Zimbabwe in financial 2016.

16 /roll-out, OMNIwhich CHANNEL RETAILING The store comes after the opening of 24 new outlets in these countries in 2015, is in pursuit of its goal to operate 200 stores in sub-Saharan the end of nextCONCEPT year. As of June, Choppies had 129 19 / OILbyDISPENSING stores - 73 in Botswana, 36 in SA and 20 in Zimbabwe - and seven distribution centres. 20 / WORLD CLASS SERVICE - WELLS FARGO

The Choppies customer is usually in the lower to middle income segWATER CONCEPT ment21 and/mostly pays DISPENSING in cash. Its stores are mainly located in high traffic areas such as taxi ranks, Bus stations/terminus and small town shopping centre’s. 26 / GETTING BAKERY RIGHT FOR RETAILERS Rapid growth is not new for Choppies, says Ram Ottapathu, who has RETAIL LEADERSHIP been28 CE /since 1999. “We grew by seven times between 2002 and 2007due to our Rapid growth strategy which is in our DNA”

29 / RETAIL FORUM 2015 CALENDAR

The group has allocated about 350m Botswana pula (about R460m) for its expansion projects and says it also has access to debt facilities and in RETAIL INtoUGANDA line to30 the/same on entry Kenya, we are awaiting approval from Kenyan Competition Authorities for its bid to acquire the 10-store Ukwala Supermarkets, a well-known brand in East Africa. Once the deal is ap31 / RETAIL STATISTICS proved, Choppies will retain the Ukwala brand and follow a co-branding strategy, says Ottapathu. The group hopes to increase the number 34 / RETAIL CONGRESS of Ukwala stores to 45 in the medium to long term strategy. Zambia and Tanzania are its other target markets, along with Namibia and Mozambique in our Sub Sahara Africa Market Segment. In Zambia, The company was supposed to have opened stores this year, but intermittent power cuts delayed the building of two stores. Ottapathu says both have been fitted and should open in the next month or so.

2015

DATE: 10TH DECEMBER, 2015

Subscribe for your In Tanzania, Hiccups related to acquiring building rights have delayed next Issue: our entry to Tanzanian market but we are definite for roll-out by a further eight months. See details on Pg. 33

+254.735.350.690 +254.725.350.690

Source: Financial Mail.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

2015 RETAIL EVENTS IN PICTORIALS RETAIL EVENTS ROUND UP

t has been a good quarter for Insight Retail E.A. We have managed to successfully reach out to retailers in respective regions; Thanks to our Retail partners and stakeholders which have made the same possible and trust the same had a mutual benefit to all stakeholders. The events were as follows: Retailers Convention 2015 This was the 1st edition of a Two (2) day Retail Convention with both Conference and Exhibition was held on 11 & 12th June 2015 at Ole Sereni Hotel. The event surpassed our expectation as numerous retailers and exhibitors took the spotlight to offer their products, services and solutions to the industry. However, The Retail Awards 2014/2015 was re-scheduled to a later date before the end of the year. The Regional Retailers’ Conferences were held in the following regions: • Central Kenya Region This was held on the July 09, 2015 at The White Rhino Hotel in Nyeri. In attendance were retailers from Muranga, Embu, Kerugoya, Kutus, Karatina, Narumoru, Nanyuki & Nyeri Town. • Eastern Kenya Region It was held on 30th July 2015 at Meru Slopes Hotel. In attendance were retailers from Maua, Kangeta, Isiolo, Chuka, Chogoria, Nkubu, Embu and Meru Town. • South Rift & Nyanza Region It was held on 13th, August 2015 at Ufanisi Resort in Kisii town which saw a network of retailers come together from Bomet, Sotik, Keroka, Kisii, Suneka, Rongo, Awendo, Migori and Homabay.

Coming up… • Western & Nyanza Region The 2nd Edition of Retailers conference will be held on 08th October 2015 at Imperial Hotel in kisumu. Retailers from Nyanza & Western Region are expected to attend. • Coastal Kenya region The 2nd Edition of Retailers conference will be held on 25th November 2015. Details of the venue will be relayed in due course and Retailers from Coastal region will be expected to attend. This will be our last Retailers’ conference in our regional calendar this year. We take this opportunity to sincerely thank everyone who took part in the success of the retail events and do wish to continue trudging forward with you.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

2015 RETAIL EVENTS IN PICTORIALS

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

RETAIL CONGRESS

RC Africa Event Overview

etail Congress Africa launched in 2013. As the first of its kind on the continent, it brought together more than 270 of the most senior retail executives operating in the Pan African region, as well as game-changing international leaders.

In 2015 it continues its promise to provide a dynamic platform for discussion on the critical trends and opportunities in retail across the continent. This year it welcomes a range of new themes, features and formats to help you connect with like-minded peers and take home valuable insights to inform your future strategy.

Taking place at the luxurious Westin Hotel in the vibrant city of Cape Town, sessions will be challenging, powerful and provide actionable outcomes. Each speaker on this year’s programme aims to share, inspire and push for innovation. Retail Congress Africa 2015 will bring together 300+ of the most senior members from both domestic and international retailer businesses. It provides an invaluable opportunity to share ideas, be inspired by 50+ expert speakers and network with those directing the future of the industry.

Dedicated to exploring new trends and tendencies of the market, Retail Congress’ theme for 2015 has been defined as: ‘Driving the pillars of growth: Expansion, Innovation, Operational Excellence and Consumer Knowledge’. The Congress will feature in-depth discussions on key areas for growth such as progressing into new markets, updating mobile and online capabilities and understanding how to connect with new consumer groups who have more discretionary income at their disposal.

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

Africa is the retail growth market of the future with still unexploited opportunities for first-movers. Attendance at the Congress will provide you with revolutionary strategies to reach the new African customer. Register today to be a part of Retail Congress Africa 2015 by emailing info@retailcongressafrica.com or visit https://www.retailcongressafrica.com/ delegate-packages

ENABLING RETAIL ENTREPRENEURS TO ACCELERATE GROWTH IN AFRICA

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RETAIL BUSINESS INTELLIGENCE

RETAIL BUSINESS INTELLIGENCE ISSUE 08 / OCTOBER - DECEMBER 2014 RETAIL BUSINESS INTELLIGENCE JANUARY/MARCH 2013 Q1

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ISSN 2305-5561

JANUARY/MARCH 2013 Q1

DEFINING REGIONAL STRATEGIES

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RETAIL BUSINESS INTELLIGENCE

your passions; your passions choose you. ” on to force an interest to onforce themselves. an interest You don’t themselves. choose You don’t choose ‘Am IAmazon.com, doing whatpassions I am most passionate I always Jeff Founder & CEO CRACKING yourBezos, passions; your your passions; choose your you.about?’ ”passions chooseask you.” CUSTOMER myself this question every single day I wake up. & CEO Jeff Bezos, Amazon.com, JeffFounder Bezos, Amazon.com, & CEO Founder LOYALTY ‘Am I doing what I am most passionate about?’ I always ask CRACKING CUSTOMER have written forI passionate Insight Retail frequently, purely myself this question single day wake ‘Am I doing what I am every most ‘Am doing what about?’ I am most Iup. always passionate ask about?’ I always ask CRACKING LOYALTY Bakery innovation & from an external view pointI wake as every someone who myself this question every myselfsingle this question day up. single dayisI wake up. CUSTOMER evolution in retail LOYALTY about retail industry where have absolutely written Insight Retailthe frequently, purely Certification byforpassionate the Australian Retail Ian love to shareview my thoughts and ideas towho the other from external someone is frequently, purely have written for Insight havepoint written Retailasfrequently, for Insight purely Retail avid readers of this magazine. Up and till now,where I was not Association’s Retail Institute.The globally absolutely passionate about theexternal retail industry from an external view from point an as someone view who point as someone who is actively involved in the retail industry directly. Butisthat Iabsolutely love to share my thoughts and ideas to about thewhere other absolutely about the retail passionate industry the retail industry where has now passionate changed. recognized retail certification body avidI readers this magazine. and till now, I was not love to of share my thoughts love Up towe and share my thoughts the other As human beings, IIbelieve all ideas have ato purpose inand life.ideas to the other actively involved in magazine. the industry directly. that avid readers of this avidretail readers Up and this till magazine. now, was Up not and till now, I was not A destiny that defines who weof are, what weI But do and who has now changed. actively actively retailinvolved industry in directly. the retail But that in directly. But that weinvolved become. in Mythe personal life purpose is that, ‘Iindustry exist As beings, I believe wechanged. all have a purpose in life.my hashuman now changed. has now order to make a difference to the lives of my family, Register A that defines who we whata do and Asdestiny human beings, Ifor believe As human we are, all beings, have I we believe purpose we inwho all life. have a purpose in life. people, my customers and my suppliers.’ we become. My personal life purpose is that, ‘I exist in what we do and who A destiny that defines A who destiny we are, that what defines we who do and we who are, competency based Validate your order to a difference to the lives of my family, my Formake a very longwe time, I have been atexist the retail we become. My personal become. life purpose My personal islooking that, ‘Ilife purpose in is that, ‘I exist in people, my customers and my suppliers.’ in order to lives fulfil my certification training order business to make amodel difference order to to make the a difference of mylife’s family, topurpose. the my livesI of my family, my experience in the retail there is people, no greater way to touch andmy impact the people,believe my customers and my my suppliers.’ customers and suppliers.’ in Retail of sooperations many onelooking go.by Retail myretail passion industry undertaking For a lives very long time, Ipeople have at been at isthe I will this to create atime, ‘Revolution Retail.’ business model in order fulfil my life’sIathave purpose. I looking at the retail For a and very longuse time, For Idesire have a to very been long looking the in retail been Retail amy certification This isand my destiny. believe there is no way to touch and impact theI my life’s purpose. I business model ingreater order business to fulfil model in life’s order purpose. to fulfil lives of there somanagement. many at way one go. is my passion believe is nopeople greater believe there to touch isRetail no greater and impact way the to touch and impact the training I am therefore delighted say that my new company and this people desire to create a ‘Revolution Retail.’ livesI will of souse many lives atof one sotomany go. Retail people is my atinone passion go. Retail is my passion Society Stores has launched its first retail store in Kenya This myuse destiny. and Iiswill this desire andto I will create useathis ‘Revolution desire toin create Retail.’ a ‘Revolution in Retail.’ the acquisition of Leens Supermarket located in GrowThis a newisthrough my destiny. is my Thika. This willThis be the firstdestiny. of many outlets to come as I am therefore delighted to say that my new company career we look to position ourselves as one of the ‘Best Retailers Society Stores has launched its retail in say Kenya I am therefore I am to therefore sayfirst that delighted my store new to company that my new company in Africa.’ delighted Accelerate your through the acquisition of Leens Supermarket in retail store in Kenya Society Stores has launched Society its Stores first has retail launched storelocated inits Kenya first Thika. This will be the first ofthe many outlets toin come as through the acquisition of Leens Supermarket acquisition located Leens Supermarket inand located in This has been athrough lifelong dream that has of come career thetrue retail we look to position as many one ofbe thethe ‘Best Thika. This will beourselves the Thika. first This of will outlets first toRetailers come of many as weoutlets to come as I art look forward to sharing my journey with you as Master the in industry weAfrica.’ look to position ourselves weisn’t look as to about position one ofthe the ourselves ‘Best Retailers as oneand of the ‘Best Retailers grow. To me retail just huge turnovers Africa.’ in Africa.’ profit margins that one can make. It is beyond that. It is of in retailing This has been a lifelong that has that comehas true about focusing on adream business model theand ability IThis lookhas forward sharing my journey with you as and we to positively influence thebeen lives millions of people whohas come true and been atolifelong Thisdream has thatof a has lifelong come dream true that everyday shop theabout retail outlets, the you thousands grow. me retail isn’t just the huge turnovers I lookTo forward to sharing Iinlook my forward journey to sharing with my asand journey we of with you as we jobs that are isn’t created this industry both directly profit that one canby make. It huge is beyond isand grow. margins To me retail grow. just about To methe retail isn’t turnovers justthat. aboutIt and the huge turnovers and andaone finally business onbeyond which suppliers can about focusing that on business model that hascan the ability profit indirectly margins profit canamargins make. Itthat is one that. make. It isIt is beyond that. It is thrive and also businesses. to positively influence the their lives of millions of people who that has the ability about focusing on a grow business about focusing model on that a business has the ability model everyday shop in the retail the of thousands to positively influence tothe positively livesoutlets, of influence millions the people liveswho ofof millions of people who Retail can change entire landscape a country. That the thousands of jobs that are created bythe this industry both directly and everyday shop in the everyday retail outlets, shop inthe theof thousands retail outlets, of is my vision, my wish and my hope that this business indirectly andcreated finallyjobs a business which suppliers can jobs that are by this thatindustry areoncreated bothby directly this industry and both directly and can thegrow starttheir of something amazing that has a huge thrive andbe also businesses. indirectly and finally indirectly a business and on finally which a suppliers business can on which suppliers can impact on our Society. It is about leaving a legacy behind. thrive and also grow thrive their businesses. and also grow their businesses. Retail can change the entire landscape of a country. That is my vision, my wish andcan my hope that this business Retail can change the Retail entire landscape change of the a country. entire landscape That of a country. That P.O. Box 66144 - 00800, Kenya 18be INSIGHT RETAIL | ISSUE 08Nairobi, | OCTOBER - DECEMBER 2014 can the start ofwish something that hasbusiness amy huge isTel: my vision, my is my and vision, myamazing hope mythat wish this and hope that this business +254 (020) 3742813 / +254 (0) 737 188907 impact Society. It isbe about leaving legacy can be on theour start of something can theamazing start of athat something hasbehind. a huge amazing that has a huge Cell: Society. + 254 impact (0) 718 874724 impact on our It is about on our leaving Society. a legacy It is about behind. leaving a legacy behind.

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“One of the huge mistakes people make is that they try to force an interest on themselves. You don’t choose “One of thepassions; huge mistakes peoplechoose make is that your your passions you. ” they try to force an interest on themselves. don’tthey choose Jeff Bezos, Amazon.com, Founder &You CEO “One of the huge mistakes “One of people the huge make mistakes is that people trymake is that they try

ISSN 2305-5561

Founder & CEO – Tria Group TRUSHAR KHETIA TRUSHAR KHETIA @trushark Founder & CEO – Tria Group Founder & CEO – Tria Group @trushark @trushark

9 772305

TRUSHAR KHETIA Founder & CEO – Tria Group TRUSHAR@trushark KHETIA

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