Insight Retail Edition 09 for Feb-Apr'15 by INSIGHT PUBLICATIONS

IES

ISSUE 08 / OCTOBER - DECEMBER 2014

RETAIL BUSINESS INTELLIGENCE EDITION 09 | FEB - APR, 2015

UPCOMING EVENTS: CONFERENCES

NORTH RIFT 19TH FEB ‘15

CENTRAL RIFT 23RD APR ‘15

FORUMS

25TH MAR ‘15

13-14 MAY ‘15

Unlocking Africa’s retail opportunities

Innovation Bakery innovation & in inRetail evolution retail BE PART OF THE DISCUSSION

BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15 T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

Leasing transforms retail sector RETAIL

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

- Case study outlook

TECHNOLOGY Dispensing trends in Retail

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

S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

TRENDS PART OF THE

BROUGHT TO YOU BY:

- Milk , Water & Cooking oil

Retail Technology trends - Omni-Channel retailing

RETAIL FINANCING 2 th 4 OPTIONS nd

December

2014

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

9 772305

556001

09 ISSN 2305-5561

RETAIL BUSINESS INTELLIGENCE

COMMERCIAL KITCHEN EQUIPMENT

TECHNOCHILL Commercial refrigeration solution

sIs

PROKIT

SAMBERNO

PerForni

Smith Shelving International

Engineered To Perfom

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 INSIGHT RETAIL | FEBRUARY - APRIL, 2015 2 web: www.nkc.co.ke

BAKERY . SHELVING . BUTCHERY . REFRIGERATION COOKING EQUIPMENT

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

CONTENTS

CONTENTS ISSUE 08

OCTOBER - DECEMBER 2014

EDITION 09 FEB - APR, 2015

07 / NAKU SACCO 08 / LEASING CASE STUDY - TUMAINI

10 / TOMBAKE ENTRY TO KENYA

PG 16

/Farming Solutions - –Cooking Oil 12 BAKE CONSULTANCY BAKE CONSULT Dispensing Concept (Case study)

8. Leasing solution enabling growth 15 / BAKERY ACCESSORIES 10.16 /Copy and Paste: Retailers getting it OMNI CHANNEL RETAILING 14 / ONE STOP BAKERY SOLUTIONS SHOP

wrong

OIL DISPENSING CONCEPT 12.19 /Retail Refrigiration Trends WORLD CLASS SERVICE - WELLS FARGO 16. 20 /We have grown with BOA 21 / WATER DISPENSING CONCEPT 17. Bank of Africa Kenya Retail

PG 18

26 /Financing GETTING BAKERY RIGHT FOR RETAILERS

RETAIL LEADERSHIP 18.28 /2015 Retail Technology Trends RETAIL FORUM 2015 CALENDAR 23.29 /Kenya Retail Industry Awards RETAIL IN UGANDA 24.30 /EAS - Detect, Deter and /

Accurately 31 /Deactivate RETAIL STATISTICS

/ RETAIL CONGRESS 26.34 2014 Retail Events wrap-up 27. Employee theft, every employer’s

PG 21

problem

Subscribe for your next Issue: details on Pg. 33 See See details on Pg. 30

+254.735.350.690 +254.725.350.690 4

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

PG 24

EDITOR’S NOTE

09 ISSN 2305-5561

9 772305

556001

Dear Reader,

RETAIL BUSINESS INTELLIGENCE DEFINING REGIONAL STRATEGIES

ISSUE 08 / OCTOBER - DECEMBER 2014

RETAIL BUSINESS INTELLIGENCE EDITION 09 | FEB - APR, 2015

appy New Year and welcome to the ninth edition (February – April 2015) of Insight Retail Magazine. As always the publication delves into various informative retail issues.

UPCOMING EVENTS: CONFERENCES

NORTH RIFT 19TH FEB ‘15

CENTRAL RIFT 23RD APR ‘15

FORUMS

25TH MAR ‘15

13-14 MAY ‘15

Unlocking Africa’s retail opportunities

Innovation in Retail

BE PART OF THE DISCUSSION

BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15 T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

Bakery innovation & evolution in retail INSPIRATIONAL SPEAKERS INCLUDE:

Leasing transforms retail sector RETAIL

- Case study outlook

TECHNOLOGY Dispensing trends in Retail

CO-SPONSOR:

MEDIA PARTNER:

TRENDS PART OF THE

BROUGHT TO YOU BY:

- Milk , Water & Cooking oil

Retail Technology trends - Omni-Channel retailing

RETAIL FINANCING 2 OPTIONS 4th nd

December

2014

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

EDITORIAL & ADVERTISING

We take a look at how innovation can work for a retailer as he seeks to fully maximize on his return on investment. Still, we feature some of the available retail financing options – interestingly some financial institutions have warmed up to the retailers further trashing the notion that the sub-sector is too risky to access any sort of financing. Innovation is not only technology related. Today retailers, aware of the existing cut-throat competition have continued to come up with unique products such as in the dispensing concept where we are seeing a diversification from milk to even cooking oil.

Insight Retail East Africa CONTRIBUTORS Antonio Magnaghi Trushar Kheita Robert Hanssen Samuel Muchemi Manoj Warrier Wambui Mbarire EDITOR Ritah Munyiva DESIGN/LAYOUT Judith Okong’o

PUBLISHER Insight Retail East Africa © 2015 Insight Retail All material is strictly copyright and all rights were reserved. 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

Retail Interchange’s Centre capacity building program saw us hold three successful events during the last quarter of 2014. We take this opportunity to thank all our sponsors even as we embark on a more exciting and informative 2015 program. On our sleeves is spreading our wings further into the region through the retail conferences scheduled for Uganda and Tanzania. A new component added alongside these events is exhibitions where solution providers and other service providers will have an opportunity to showcase their products and services to participants which we feel will be of value to many. As always, we believe that the publication is not only informative but provides a platform for various providers to showcase their products and services to potential retailers. Other than our door to door delivery service, our enhanced magazine subscription will guarantee you entry to any of the retail events near you further substituting the entry/ registration fee. Through this initiative, it is our hope that more readers will take advantage to subscribe for the 2015/16 publications. Finally, as we remain grateful to you and to the entire retail stakeholders for the continued support aimed at making this publication relevant, we welcome you feedback and comments through retail@insightretails.com. You can also access the publication via www.insightretails.com. Thank you! Titus Korir, Project Director & Associate Editor.

THREE RULES OF RETAIL 1. Better before cheaper: Don’t compete on price, compete on Value. 2. Revenue before Cost: Drive profitability with higher volume and price, not lower cost. 3. There are no other rules: Do whatever it takes in order to remain aligned with the above rules 1 &2 . By The Three rules on how exceptional companies think; www.thethreerules.com Please share your comments on our publication to retail@insightretails.com

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

Milk Milk&&Oil OilDispensers Dispensers

THE OIL DI THE OIL DISPENSING Cooking oil CONCEPT now dispensers CONCEPT available T

oday, many city residents have fast embraced the concept of dispensing milk through the now all popular automated dispensing machines (ADMs) which have given milk consumers an opportunity to purchase clean and affordable fresh milk. Behind the ADM- Italian borrowed concept is Farming Solutions Limited, a company which has diversified the dispensing concept further.

oday, many city residents have fas dispensing machines (ADMs) wh fresh milk. Behind the ADM- Italia During a recent retailers’ conference held in Mombasa County, while visiting some of the local retailers, the opportunity to further roll out the concept was presented to replace the manual oil dispensing practice that the retailers have been using to the dispensing concept further. enable consumers purchase the commodity. According to Geoffrey Gitonga, the company’s chief executive, retailers can invest in ADMs not only for milk but also for retailing edible oil, yogurt and fermented milk popularly known as ‘Mala’. This quest to diversify has seen Farming Solutions venture into an oil dispensing pilot project. “Our feasibility studies have shown that customers are in need of affordable, clean and quality edible oil,” he explains.

Chokmart Cooking Oil THE OIL- DISPENSING Dispensing CONCEPTConcept (Case study) Benefits of Dispensers’ in retail include

According to Geoffrey Gitonga, the compan retailing edible oil, yogurt and fermented mi venture into an Mr. oil Kiragu dispensing pilot project. “O percent. is exploring more opor moreoday, thanmany two city years, Stephen purchase affordable pasteurized milk but residents have fast embraced the concept of dispensing milk through the now all popular automated quality edible oil,” he also cooking oil all dispensed moreand hygienitions with regards to explains. the dispensing conKiragu, the Director at Chokmart Sudispensing machines (ADMs) which have given milk consumers an opportunity to purchase clean and affordable

CROWD PULLER The automated dispenser 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.

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

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.

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.

permarket, a retail store located off the cally. cept through the automated dispenser fresh milk. Behind the ADM- Italian borrowed concept is Farming Solutions Limited, a company which has diversified Nairobi – Kangundo road, in Ruai, one of machines (ADM). “Drinking water is one dispensing further. Serving the low – middle incomeDuring recent retailers’ held in Nairobi’s peri the – urban area hasconcept been selling earners, a such idea when I look at conference what the shoppers’ Celian House, Embakasi Village Next to Total Petrol Station Mezzanine Room No. 6 expectations…this area’s climate is quite cooking oil to his shoppers using the ‘jug’ Mr. Kiragu says the new cooking oilFloor, dispensfurther out the concept was to According Gitonga, the chief retailers can invest in roll ADMs milk but also presented for +254 722 249 600 info@farmingsolutionsltd.com method. This to is Geoffrey where a measuring jugcompany’s is hot. I not haveonly seenforpeople carrying water in er has fast executive, been embraced by the shoppers, retailing edible oil, yogurt and fermented milk popularly known as ‘Mala’ . This quest to diversify has seen Farming Solutions enable purchase commodity. used to dispense the oil from its larger conpolythene bags to quenchthe their19 thirst,” he a www.farmingsolutionsltd.com first in the market too. “We used to sell consumers tainer into ainto shopper’s one as per his desired up tofeasibility 600 liters studies of oil monthly using that the at explains. venture an oil dispensing pilot project. “Our have shown customers are in need of affordable, clean quantity and budget. times tedious ‘jug’ method. We have been and quality edible oil,” he explains. Farming Solutions Limited is the company dispensing up to 3000 liters of the same of Benefits Dispensers’ in retail include Two months ago, Chokmart which set up monthly, ” he reveals. behind ADM - Italian borrowed concept. During a recent retailers’ conference held in Mombasa County, while visiting some of the local the retailers, the opportunity to shop in the area 2013 decided topresented invest According to Geoffrey the to compafurther roll outinthe concept was to replace the manual oil dispensing practice that the retailers haveGitonga, been using in an oil dispenser from Farming Solutions Riding on the milk dispensing concept ny’s chief executive, retailers can invest in enable consumers purchase the commodity. Limited. Alongside the milk dispenser which he admits increased the shoppers’ ADMs not only for milk but also for retailing which the store had earlier installed, shoptraffic significantly, cooking oil has further edible oil, yogurt and fermented milk popuBenefits of Dispensers’ in retail include pers now have an opportunity to not only increased Chokmart’s sales by up to 200 larly known as ‘Mala’. INSIGHT RETAIL | ISSUE 08 | OCTOBER - DECEMBER 2014

CROWD PULLER The automated dispenser 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.

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

Celian House, Embakasi Village Next to Total Petrol Station Mezzanine Floor, Room No. 6 info@farmingsolutionsltd.com. 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.

Celian House, Embakasi Village Next to Total Petrol Station Mezzanine Floor, Room No. 6

C M

+254 722 249 600 +254 722 249 600

www.farmingsolutionsltd.com

CROWD PULLER PRODUCT PRICE The automated dispenser REDUCTION increases traffic into your The automated dispen AFFORDABILITY ECO-FRIENDLY Automated dispensers sell milk The dispensers are the process shop. Consider this; is automatedeliminates small quantities of essential eco-friendly as the customer a must-buy item for most packaging, thus allowin commodities (like milk) for as can reuse or refill using people – this translates intoplastic or glass the product to be sold a little as Kshs. 1.00. This not containers. only makes sales it affordable but items This reduces pollution of the increased of other much cheaper rate. is able to cater for clients on environment. in the shop. varied budgets and needs.

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

info@farmingsolutionsltd.com INSIGHT RETAIL | ISSUE 08 | OCTOBER - DECEMBER 2014

www.farmingsolutionsltd.com

y str r Pa eete Sh

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

RETAIL INNOVATION such being cooking. In short, the commercial catering aspect is yet to take shape. The application of these in store services needs to be understood if retailers are to make any business sense out of them. While I have no problem with the delis, the concept is slowly eating into a retailer’s income due to lack of specialisation and innovation. For instance, a better and more reasonable method is to go the franchise method by adopting specialised menus from some of the renowned restaurants and cafes.

Antonio Magnaghi

Copy and Paste:

Retailers getting it wrong How to get things right for sake of your ROI Kenya’s retail sector has evolved – that is no secret. Today’s consumer has the opportunity to purchase a variety of items from any major retail store (supermarkets) without much hassle. Whether it is that electronic appliance, furniture or even ready food, supermarkets have gone a notch higher in attracting a larger clientele as more and more shoppers seek for convenience. But even with this evolution as supermarkets invest and expand nearer to their targeted clientele, there is need for retailers to get things right not only the first time but for sake of their return on investment. Innovation/Research & Development (R & D) The significant growth being witnessed in the Kenyan retail scene makes it necessary for any retailer to invest in innovation as well as research and development. Unfortunately, while one or two retailers will invest in R & D to ascertain the reasons behind introducing a certain concept/product or service in the stores, some of the supermarkets will blindly follow to introduce the same service at their respective stores in the name of countering competition. By blindly I mean, retailers who will fail to understand the value chain with regards to the newly introduced concept/service or even poach some of the competitor’s staff to see to the launch of a similar product or services.

Perhaps, this is the reason why next door supermarket stores have the same products and services but customers will still prefer store A than B yet they are both a stone throw away from each other or vice versa. It is important to note that research and development plays a critical role in the innovation process. It is essentially an investment in technology and future capabilities which are transformed into new products, processes and services. For instance, most retailers have gone into food business popularly known as deli however, little or no R & D has been factored into leading to less or no innovation able to boost a business’ competitiveness. In store Services The quest to attract new and retain clientele, retailers have continued to invest in various in store services. Today in almost all major supermarkets, customers will not only purchase various household items including electronics and furniture but have a chance to get dispensed milk or water, meat, vegetables and even more conveniently food. Despite all these products and services bundled up in one store, it is important for retailers to remember what their core business is – finished goods which literally drives sales. Still, it feels like today’s retailer has gone into manufacturing passé – one

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

Automation and Outsourcing Investing in technology with regards to equipment is critical to maximise on investment to achieve quality, quantity and efficiency. As an expert in research and development as well as application, my recommendation to retailers is the need to embrace more modern and efficient equipment…for instance, why should we still deli staff busy chopping onions and tomatoes while they can easily invest in a chopping machines? Premixes in any form – flour, spices or even meat is a good case of how retailers can outsource their ingredients to achieve maximum consistency. If customers are to enjoy and keep buying that particular product from the deli section, outsourcing the spices’ component for instance to someone/ company that specialises in the same is a better strategy. Here, the premixes are measured and mixed as expected thus once used in food preparation, the much sought consistency is more than achieved thereby reducing cases of inconsistency such as too spicy, flat or even bitter food. Limit your product range This is where return on investment and specialization comes in. Despite many retailers thinking that is the way to go, it is uneconomical – one cannot be a master in everything! Still too many products have been proved to be a high cause of food contamination. Thanks to research and development, a retailer could opt to specialise in a particular menu, this I guarantee if done taking into consideration issues such as quality, quantity and efficiency, customers will come from far because they only consider you the best in that. Finally, while competition is healthy in any business, retailers need to understand that aping what one’s competitor is doing is not the solution to driving sales, get it right through research and innovation, outsourcing, automation and specialisation. These are the keys to achieving a higher return on investment. By Antonio Magnaghi, Pioneer of Milk Dispensers, R&D and Application, Antonio Food Innovations in Kenya.

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RETAIL REFRIGERATION TRENDS c. d. e.

The need for refrigeration systems in Kenya’s retail as well as in other sub-sectors has seen South African based Cubicool International (Pty) Limited, a leading manufacturer of modular packaging refrigeration systems expand its wings into the country. From its assembly plant and head office in Johannesburg, it designs, manufactures and supplies premium quality equipment internationally. Insight Retail Magazine caught up with Cubicool’s Robert Hanssen. What is your range of equipment? Cubicool International produces a wide range of packaged modular refrigeration equipment, for use in cold storage facilities, commercial freezers, supermarkets and production facilities to name a few. Our product range extends from smaller plug and play refrigeration units to larger commercial and industrial refrigeration systems. While we have standard products we also specialize in the design and assembly of refrigeration systems to meet specific application requirements. What are some of the factors that have led to Cubicool International (Pty) Limited decision to introduce the equipment into the Kenyan market? The Kenyan market has a number of supermarket chains and significant refrigeration requirements in the agricultural and horticultural spheres. Also we have an excellent relationship with a successful local distributor - Nairobi Kitchen Care (NKC). Some of our South African clients are active in the Kenyan market too. As mentioned, we have a good relationship with NKC, and they also believe in our products. It is important to identify agents that understand the benefits of particular manufacturer and how those benefits apply to their specific market. NKC are very good at identifying opportunities, not just for themselves and ourselves, but also for the benefit of their client base. An example of this would be offering products which are more energy efficient and which actually lead to significant cost savings for their clients. What makes the refrigeration equipment unique and attractive to the Kenyan market? Our products are designed for high ambient temperature conditions and are easy to install by qualified technicians. They are also specifically

designed to lower energy use and refrigerant charge. Kenya has a relatively high cost of electricity and energy efficiency is an important selection factor in this regard. What are some of the major advantages of the Cubicool refrigeration equipment? We cater for the African market in terms of product reliability, suitable component selection, energy- efficiency and user friendliness. We also concentrate on offering the correct equipment to suit the application at hand and have a great deal of in-house experience in our markets. Therefore the design and product go hand in hand to ensure the client is satisfied with the overall performance of the equipment. When you talk about energy efficiency in a market where the cost of the same is considered high, what aspects have been considered? One always needs to strike a balance between reliability and cost. In other words there needs to be recognition that the objective of the refrigeration system is to keep something cool or frozen in order to preserve a product. With that in mind the next step is to achieve that goal while keeping operating costs in terms of energy /maintenance costs to a minimum. We have selected certain technologies which enable us to do both, depending on specific circumstances. Examples include; a. Centralized or ‘multiplex’ systems which enable one system to operate a number of different cooling applications instead of operating several individual units – these multiplex systems can operate between 10 and 20 percent more efficiently than simplex units b. Factory assembly ensures quality and

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

reliability through optimal fitment and testing of components We utilize reliable brands of compressors in our units Depending on size, some of our systems can be fitted with our Cubisave LPA system, which enables even further energy savings Our condensers are of the all-aluminium micro-channel design, enabling higher heat transfer in a smaller unit, due to better heat transfer characteristics than the standard designs used by most other manufacturers Other optional features such as hot water generation are possible, using the heat generated by the system.

Briefly touch on your target market with regards to Kenya. Are you looking at retailers only or other ‘smaller – medium’ users as well? It is important to note that no client is too small. While the retail industry has a great deal of potential we also see the need to concentrate on other industry players as well. Cubicool’s range of equipment caters for a wide range of commercial and light industrial applications. Kindly delve more into this aspect with regards to the above Some retailers or food producers with larger facilities may see the benefit of selecting larger centralized refrigeration systems which offer more efficiency benefits, but which require scale. Others may be smaller or have different requirements but we are able to offer products for both segments. So we cater for applications starting with a small cold room at a farm all the way up to a large beef abattoir. So far, how is the response in Kenya? The reception is welcoming as we have started building some traction with some key users and we hope for further growth in 2015. What reasons drive the demand for your equipment in a county like South Africa specifically among retailers? We are a respected brand, and focus on quality. We have built our reputation through consistency and sticking to doing ‘good business’ through strong relationships with our clients and agents. We believe these principles will stand us in good stead in the long term and in all the markets where we do business. Apart from your presence in South Africa and now Kenya, where else is the equipment in use or found? We are active in most of the Southern African Development Community (SADC) countries and have delivered equipment for projects throughout the continent including West Africa and the Indian Ocean Islands. What advice would give to commercial refrigerator users? Where do they go wrong? Unfortunately the lowest price is normally the benchmark for selection. Our advice would be for end users to spend some time identifying the differences between refrigeration quotations as well as the company installing the equipment. A refrigeration plant is an asset which needs to be installed and maintained properly. It also continues to draw power and needs to be maintained throughout its lifespan so understanding these longer term costs should also be important in making the final decision.

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

Revolutionize customer shopping experience in your stores RETAIL TRENDS

14 more branches to be opened as youthful police officer wins a car in Nakumatt’s Christmas reward programme What is ESLS? ESL is short for Electronic Shelf Label System, it is a display device that is placed on the shelf and it replaces the traditional paper shelf label. Each ESL is connected to the store’s server wirelessly and it displays the latest price on its screen. ESL’s data will be controlled by the computer server thus the exercise of replacing the shelf label prices manually is completely eliminated! This also ensures consistency of pricing between the shelf and the tills.

Traditional Shelf Label

Traditional Shelf label have many challenges: There are complex procedures of manual price change: the system is updated with the new price data, paper labels are then printed and thereafter, labels that need to be changed are taken away and replaced to ensure accuracy and consistency. This is not easy, and its time GSRWYQMRK ERH PIWW IJ½GMIRX There is also the continuous cost of consumables items (label printer, thermal paper rolls, and printer maintenance) which are high thereby IEXMRK MRXS ]SYV TVS½X QEVKMR

According to Nakumatt Holdings Regional Strategy and Operations Director Mr. Thiagarajan Ramamurthy, the New Year will see the retailer embarking on a programme to grow its gross revenues to over US$ 1 Billion in the medium term. The retailer, he reiterated has also mapped out strategies to significantly grow its regional market share with the year 2015 acting as a launch pad. Speaking when he presented a Ford Figo car won by Mr. Lawrence Gitau Gituku, a loyal shopper at Nakumatt TRM Supermarket, in the ongoing Nakumatt Christmas Bonanza, Thiagarajan confirmed that expansion plans for the 14 new branches are now at an advanced stage. Currently, Nakumatt has a regional branch network of 52 outlets across Kenya, Uganda, Tanzania and Rwanda. “We are looking ahead for wholesome growth and we will not be deterred by new entrants into the local market as we are firmly focused on revolutionalising the customer experience and growWEZI XMQI [MXL EYXSQEXMG TVMGI YTHEXIW -X´W QSVI GSWX IJ½GMIRX XLER TETIV ing our network,” Ramamurthy said.

Manual price change causes customer complains as the price at the Tourist Police Unit Officer Lawrence Gitau with Thiagarajan and improves your customers’ experience with accurate, reliable pricing. shelf and the till price are sometimes not the same. Ramamurthy, Director, Nakumatt Holdings tries out his new “Within this project, the pilot refurbishment works at Nakumatt Vortex Solutions Limited has been doing research on this front and wants Ford FIGO car won in the retailer’s Christmas promotion Village Hypermarket are nearing completion and we shall be rollto assist the retailer to easily manage shelf labels and its costs. We have an ing out store works at all othersystem branches progresElectronic Label SystemHoldings, will maintain its ongo- elaborate egionalShelf retailer, Nakumatt ESLsimilar solution thatupgrade is easily integrated to your to achieve sively from next year. ” The system is automatic and makes price change easy and real time. ing branch expansion pace this year with plans to open a to- WIEQPIWW HEXE ¾S[ SJ ]SYV TVMGI GLERKI JVSQ XLI WIVZIV XS XLI WLIPZIW

When price the server is updated, Shelf automatically talthe of 14 newonbranches in the next twothe years. updates the price to the latest.

During the prize handover session, Nakumatt shopper, Mr. Gitau Vortex Solutions also offers an array of solutions for the retailer. Vortex who is alsoan a Tourist Unit Officer received the keys to his offers End to Police End fully integrated comprehensive Vortex Alongside the expansion plans, Nakumatt will be stepping up its Solutions ESL eliminates manual mistakes improves information management brand newhas Ford Figoof car he recently won in the System, Nakumatt ERP that a Point Sale,that an Inventory, Customer Loyalty ongoing efforts to scale up and its regional market share through a Fusion to better increase company reputation and customer satisfaction. Promotions Management Kit, Voucherreward System,programme. HR and Payroll, Time & Christmas Bonanza Customer strategic project geared at enhancing its customer experience. Vortex Solutions’ electronic shelf labelling solution (ESL) helps you to

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

attendance and Financial and Accounting.

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

RETAIL FINANCING

We have grown with BOA Homematt then known as Option Bee Enterprises Limited expanded the store and rebranded into its current name as it sought to become the residents’ favorite store. Today, the supermarket whose potential stands at 50,000 shoppers residing within its vicinity boasts of reaching more than 5,000 of them. Financing Even as Mr. Kimemia notes that the retail business is one of those that many financiers shun, he is quick to point out that Bank of Africa (BOA) continues to support Homematt in its growth plan. From BOA, the retail store has access to various financial facilities – overdrafts, asset financing as well as other business loans. “The bank understands our needs, this has seen us grow based on the strong relationship we have had with them over the years,” Mr. Kimemia explains. But access to these facilities demands financial discipline. First, a retailer should not take of advantage of this to over-stock. While suppliers may lure one with amazing offers or promotions, always work with a budget based on the available cash flow. Secondly, negotiate for good rates if profits are to be realized.

With such a high customer potential, our eyes are focused on the store’s expansion as we seek to provide them with that personalized service.” 16

ucked between Nairobi’s Tassia and Embakasi areas off the Outering Road is an upcoming but little known retail store known as Homematt Supermarket Limited. The supermarket is the areas’ residents ‘home’ store despite the presence of some of the bigger retail boys just a stone throw away. “We have been here since 2010,” reveals Victor Kimemia, the supermarket’s General Manager. Three years ago,

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

With more customers yet to get into the Homematt bracket, Mr. Kimemia says the retail store has rolled up its sleeves for even bigger things which he terms as a means of perfecting the art – to be the friendly home of shopping. “With such a high customer potential, our eyes are focused on the store’s expansion as we seek to provide that personalized service,” Mr. Kimemia reveals which will include home delivery of goods to its customers. Still, perfecting the art is vital notes that the General Manager in an aggressive sub-sector whose scene is projected to change as new international players seek to join the market.

RETAIL FINANCING Other issues to take into consideration are the amount needed and purpose of the loan as well as have some sort of security from the customer. Asset Finance & mortgage facilities will require the customer to put down a deposit of at least 20% of the amount sought. The payback options of the various facilities are determined by the nature of the loan given. Overdraft facilities are due on demand but renewable on an annual basis. Working capital facilities are offered for a maximum period of 48 months. Invoice discounting and contract financing terms are 90 days of the trading terms while the mortgages are offered at a maximum period of 15 and 10 years for residential properties and commercial construction respectively. Partnerships Customers can now get goods they wish for and pay in 12 months. Mkopo Poa is a consumer loan developed by Nakumatt Holdings in partnership with BOA – Kenya offering quick access to household goods from the stores.

Bank of Africa Kenya Retail Financing B ank of Africa (BOA) Group was founded in 1982 in Mali. The Group has its headquarters in Dakar – Senegal with an African presence in 17 countries.

Bank of Africa - Kenya commenced its operations in 2004 after taking over the business of Credit Agricole Indosuez. The bank has 34 branches and two business centers countrywide up from two branches which it operated more than a decade ago.

Lending Process Lenders who choose not to finance retail stores may not have the necessary experience or understanding of how this business works. For BOA - Kenya to advance any of the financial facilities, the bank will certainly assess a retailer’s capacity or repayment ability which is reflected by the business’s cash flows. It will also do a background check on the customer’s character with regards to credit history through a Credit Reference Bureau (CRB).

With a response time of 48 hours from application, customers will have access to a wish list that falls between goods worth KShs. 50,000 and 500,000. These goods range from furniture, electronics to workout equipment among others all availbale at the Nakumatt stores. A simple three step plan is followed; a customer walks into a Nakumatt store, selects the good(s) desired, fills in an application form and gets a notification from BOAKENYA on the loan status within 48 working hours. As Bank of Africa Kenya aims to understand the nature of the business to help one grow, the bank considers itself as a partner on one’s journey to success. This is what differentiates BOA from other lenders.

BOA - Kenya is committed to helping businesses grow at every step of the journey through its numerous product offerings targeted at retailers. The bank offers working capital solutions which include and not restricted to overdraft facilities, stock financing, invoice discounting and contract financing. It also offers Capex Financing and Trade Finance – commonly referred as LC’s and PDT’s. With regards to infrastructure, the bank offers construction or mortgage facilities as well as asset financing.

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

TECHNOLOGY INNOVATIONS & TRENDS

2015 Retail Technology Trends

idespread availability and adoption of devices, a working infrastructure and standardization will continue to accelerate the integration of technology, driving more change in the way consumers shop in the next 10 years.

With the advancement of mobile technology, consumers have access to devices at the comfort of their comfort and convenience – to be precise “On the Go” leading to increased functionality. Furthermore, considering the level of security threats and frauds, the biometric technology has emerged to include facial and voice recognition, fingerprint, iris and retinal scanning. With these, interactions will increasingly be natural, such as voice activation

Manoj Warrier

Interestingly, consumers will be able to access content on demand. Information will be available anywhere, anytime, in any language (instant translation). For retailers and suppliers, technology will empower an unprecedented level of value chain collaboration and communication — from raw material supplier to end user and vice versa. Innovation Effective innovation integrates an understanding of how consumers live, buy and use the products. Innovators in 2015 will move away from mass production to extremely limited production and availability as well as rapidly evolving portfolios of extreme niche concepts offering new combinations of products, experiences and services that let shoppers express themselves. Innovation will take center stage at the point of purchase enabling customization and personalization as augmented benefits. Trend identification is another critical success factor. Trend spotters will need to focus online, where the action is. Filters will help point to the next trend in emerging markets with regards to influence and via engagement marketing, to actively solicit input from consumers. Some of the innovations expected to test in 2015 in the global market are; a. Payment by smart watch: The world will witness the mobile wallet shift from the handbag or pocket to the wrist and establish itself as a credible payment instrument always on you

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

Even though on an average only about 6% of retail sales are generated through a mobile channel currently, more than eight to 10 retailers say that having mobile apps represent a key advantage over the competition.

Google-Glass in-store retail application: Google Glass applications are starting to emerge in the medical and hospitality areas. Retail will soon follow suit with applications such as pick, pack and dispatch and personalized concierge service in luxury retailers

Pay and go using your mobile: Customers will be able to scan items as they shop and pay on through their mobile phones before exiting the store. This concept will be tried out in Kenya soon.

Payment on shop floor: Retailers are likely to overcome the hurdles of taking payment on portable devices such as iPads as hardware and solution providers start to harden their mobile payment solutions and turn those proof-of-concept ideas into fully fledged rollouts.

Big priceless data While ‘Big data’ is often perceived as a buzzword, it has quickly become standard and embedded into organizational processes. However, where previously the concern was about data collection such as with retail loyalty programs and operational improvements, we will see the emphasis shift to the application of insights and resulting revenue generation or cost reduction. One of the keys to adding value from these new processes will be increased machine learning capabilities so that analytics becomes ‘smarter’–both self-adjusting and self-implementing Forward-thinking companies are gathering, analyzing, and acting on information to improve in a number of areas. These include; • Sales revenues and profitability

REACH REACH REACH REACH Why I Love Why I Love YOUR Why Why I Love I Love YOUR YOUR YOUR Retail? Retail? Retail? Retail? TARGET TARGET TARGET TARGET AUDIENCE AUDIENCE AUDIENCE AUDIENC AFFORDABLY

a. Promote product recommendations and customized offers through targeted online advertisements and text blasts delivered to in-store customers b.

Prevent stock-outs and surpluses by maintaining inventories determined by local customer demand, shopping patterns, and product/brand preferences and,

Establish risk practices for managing possible supply interruptions and market fluctuations.

Customer experience Proactive communications through preferred channels provide optimized matches between products and consumer needs. Retail stores are trying to use interactive display units and kiosks that can intelligently assess the customer and recommend products to enhance the shopping experience

TRUSHAR KHETIA Online Retailing/ E-Commerce Founder & CEO – Tria Group TRUSHAR KHETIA Online retailing in Africa is growing at such a rapid rate. In a recent report @trushark Founder & CEO – Tria Group TRUSHAR KHETIA released by the International WorldTRUSHAR Statistics,KHETIA the number of Internet users @trushark Founder & CEO Tria Group Founder & CEO Group on the African continent has–grown at 7 times the– Tria global average, hitting a @trushark @trushark 3,600% growth between 2000 and 2012, to a total of 167 million users “One of the huge mistakes people make is that they try

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CUSTOMER have written forI passionate Insight Retail frequently, purely myself this question single day II am wake LOYALTY ‘Am I doing what I amevery most ‘Am doing what about?’ most Iup. always passionate ask about?’ I always ask CRACKING from an external view point as someone who is myself question myself single thisphysical question day I wake every up. single day I wake up. CUSTOMER Although nothing canthis really replaceevery the actual shopping experience; LOYALTY absolutelyfor passionate about retail industry where written Insight popular Retailthe frequently, purely online shopping have is increasingly becoming as fears using credit Ian love to share my thoughts ideasoftowho the other from external view point as and someone is frequently, purely have written for Insight have written Retail frequently, for Insight purely Retail cards and submitting personal information, such as delivery details online; avid readers of this magazine. Up and till now, I was not absolutely passionate about the external retail industry where from an external view from point an as someone view who point as someone who is actively involved in the retail industry Butisthat further diminishesI each day. More consumers areand getting indirectly. on the the action with love to share my thoughts ideas to other absolutely passionate absolutely about the retail passionate industry about where the retail industry where has now changed. banking sectors supporting a vastly growing m-commerce sector by enabling avidI readers of this my magazine. Up and tillmy now, I was not love to share thoughts I love to and share ideas to thoughts the other and As human beings, I believe we all have a purpose in life.ideas to the other actively involved in the retail industry directly. that mobile transactions and payments through platforms such aswe PayPal. avid readers of this avid readers and this till magazine. now, IBut was Up not and till now, I was not A destiny that magazine. defines whoUp weof are, what 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, wechanged. all a purpose in life. my hashuman now changed. now Mobile Platform order to makeI believe ahas difference to have the lives of my family, A destiny that defines who we are, whata do and Asan human beings, I believe As human we all beings, have I we believe purpose we inwho all life. have a purpose in life. people, my customers and my suppliers.’ Even though on average only about 6% of retail sales are generated through we become. Mydefines personal life purpose is we that, ‘Iand exist in what we do and who A destiny that A who destiny we are, that what defines who do we who are, a mobile channel currently, more than eight to 10 retailers say that having order to a difference to the lives of my my Formake a very longwe time, I have been atexist the retail we become. My personal become. life purpose My personal islooking that,family, ‘Ilife purpose in is that, ‘I exist in mobile apps represent amake key advantage Significant sales people, customers and my suppliers.’ in over order tocompetition. fulfil my I of my family, my order business tomy amodel difference order to tothe make the lives a difference of mylife’s family, topurpose. the my lives growth in the people, mobilebelieve channel is predicted inmy the near term—from 6% overall there is people, no greater way to touch andmy impact the my customers and my suppliers.’ customers and suppliers.’ very long time, Ipeople have at been looking at isthe lives1-3 of so many go. Retail myretail passion today to 9% inFor theanext years (an increase ofone 50%). business model in order fulfil my life’sIathave purpose. I looking at the retail I will this to create atime, ‘Revolution Retail.’ For a and very longuse time, For Idesire have a to very been long looking the in retail been is my destiny. believeThis there is no greater way to touch and impact theI my life’s purpose. I business to fulfil model myin life’s order purpose. to fulfil Social Media business model in order lives of there so many people at way one go. is my passion believe is no greater believe there to touch isRetail no greater and way the to touch The majority of retailers recognize that social media plays animpact important role and impact the I am therefore delighted say that my new company and this desire to create a ‘Revolution Retail.’ livesI will of souse many people lives atof one sotomany go. Retail people is my atinone passion go. Retail is my passion Society Stores has launched itscustomer first retail loyalty. store in Comfort Kenya in creating brand and This myuse destiny. and Iisawareness, will thispromotions desire andto I will create useathis ‘Revolution desire toin create Retail.’ a ‘Revolution in Retail.’ through the acquisition of LeenstoSupermarket located and knowledge in the social media spaceisappears be on the rise from in last This isThika. my destiny. This my destiny. This will be the first of many outlets to come as ammajority therefore delighted to say that my new as company year. In 2013, Ithe of retailers classified themselves “beginner”or we look to position ourselves asretail one ofstore the ‘Best Retailers Stores launched its in Kenya amtoday, therefore delighted I has am to therefore sayfirst that my new to company say that my new company “intermediate,Society ”Iand thehas balance shifted, anddelighted most retailers categorize in Africa.’ through the acquisition of Leens Supermarket located in retail store in Kenya Society Stores has launched Society Stores first has retail launched store inits Kenya first themselves as “advanced” or “expert”. Despiteits this confidence, social media still Thika. This will be the first ofthe many outlets of tolocated come as through the acquisition through of Leens Supermarket acquisition Leens Supermarket inand located in This has been a including lifelong dream that has come brings with it awe variety of challenges, how to leverage itRetailers to true drive sales look to position ourselves as one of the ‘Best Thika.I This be the Thika. first This of many will be outlets thewith first to come of many as weoutlets to come as look will forward to sharing my journey you as in 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 Beacon Technologies in Africa.’ in Africa.’ profit margins that one can make. It is beyond that. It is This has been a lifelong dream that hastechnology, comehas true Amid the accelerating innovation of ain-store mobile beacons about focusing on business model that theand ability IThis lookhas forward sharing my journey with you as and we to positively influence thestore’s lives millions of people who been atolifelong This dream has been thatof adigital has lifelong come dream true that has come true and sensors are embedded throughout a retail touch points such grow. me retail isn’t about the huge turnovers everyday shop the retail outlets, the you thousands of with you as we I look forward to sharing Iinjust look my forward to sharing with my asand journey we as shelves, signs andTo product displays, and canjourney interact with mobile devices profit margins that one canby make. It huge is beyond that. It isand jobs that are isn’t created this industry both directly grow. To me retail grow. just about To mecontinue the retail isn’t turnovers just about and the huge turnovers and using low-energy Bluetooth signals. They will to gain momentum about focusing on business model that has the ability andaone finally business onbeyond which suppliers can profit indirectly margins that profit canamargins make. Itthat is one can that. make. It isIt is beyond that. It is in the next 12to months as retailers are increasingly looking to personalize thrive andon also businesses. positively influence the their lives of millions of people who the about focusing a grow business about focusing model on that a business has the ability model that has the ability in-store shopping experience to with online retailers everyday shop incompete the retail outlets, the thousands to positively influence tothe positively lives of influence millions of 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 directly and everyday shop in the everyday retail outlets, shop inboth the theof thousands retail outlets, of is my vision, my wish and my hope that this business andcreated finally a business oncreated which suppliers can In recent times,indirectly All under one roof concept of offering shopping, entertainment, jobs that are jobs by this that industry are bothby directly this industry and both directly and can thegrow starttheir of something amazing that has a huge andbe also businesses. indirectly and finally indirectly a business and on finally which a suppliers business can on which suppliers can financial, food,thrive essential services etc has been on the increase in the African impact on our Society. It is about leaving a legacy behind. thrive and also grow thrive their businesses. and also grow their businesses. countries, where family outing to malls has become the habit. 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 18be INSIGHT RETAIL ISSUE 08 | OCTOBER -countries DECEMBER 2014 It happens incan Farvision, East and a something few developed asbusiness well, Yet the the start thatthis has amy huge isthe my myofwish is my and vision, myamazing hope mythat wish and hope that this business on Society. It is about leaving legacy overall outlookimpact is the andofvalue offering through seamless can be service theour start something can be theamazing start ofathat something hasbehind. atechnology huge amazing that has a huge solution whichimpact is becoming ned impact ofItthe hour to ensure sustainability for all, a legacy behind. on ourthe Society. is about on our leaving Society. a legacy It is about behind. leaving

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to force an interest on themselves. You don’t choose

of the huge people make is that your passions; your passions choose you. ” onthey This of course“One means that theremistakes are over 3 billion humans the try Internet 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 isisthat people tryto make at any given time, and that only 40% of the world today connected the is that they try your passions; your passions choose you. ” on to force an on interest to onthat force themselves. anfirst interest You don’t themselves. choose You don’t choose Internet. The report goes to state the billion of users was only Jeff Founder & CEO ‘Am IAmazon.com, doing whatpassions I am most passionate I always CRACKING yourBezos, passions; your your passions; choose your you.about?’ ”passions chooseask you.” CUSTOMER achieved in 2005, the second in 2010, and the third in 2014 which clearly myself this question every single day I wake up. & CEO Jeff Bezos, Amazon.com, JeffFounder Bezos, Amazon.com, & CEO Founder LOYALTY shows the rapid growth internet ‘Am I doinginwhat I am usage most passionate about?’ I always ask CRACKING

INSIGHT INSIGHT RETAIL RETAIL || ISSUE ISSUE 08 08 || OCTOBER OCTOBER -- DECEMBER DECEMBER 2014 2014

INSIGHT RETAIL | ISSUE 08 | INSIGHT OCTOBER RETAIL - DECEMBER | ISSUE2014 08 | OCTOBER - DECEMBER 2014

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

SHR RET

RETAIL EAS TE RISK MA MOVIN

RETAIL STATISTICS 2014 TIER 01

(HAVING 15 BRANCHES AND ABOVE)

52 Branches 12 Counties 4 Countries

36 Branches 7 Counties 3 Countries

TIER 02

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

8 Branches 7 Branches 6 Branches 6 Branches 6 Branches 6 Branches 6 Branches 5 Branches 5 Branches 5 Branches 5 Branches 5 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

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 | FEBRUARY - APRIL, 2015

56 Branches 14 Counties 2 Countries

30 Branches 13 Counties 1 Country

TIER 03

(HAVING BELOW 4 BRANCHES) Kassmatt Supermarkets Setlight Supermarkets Quick matt Supermarkets

4 Branches 4 Branches 4 Branches

2 Counties 3 Counties 3 Counties

RETAIL TRAINING

Retail Business Consultants Limited One stop shop retail management services s the retail industry continues to evolve so are the shoppers’ habits thanks to their higher expectations. These changes mean that retailers need to adjust to attract these ‘new’ shoppers through the employment of value driven strategies.

Helping retailers bridge these gaps, operate seamlessly and meet shoppers’ expectations is Retail Business Consultants Limited (RBCL), a one stop shop retail management service provider. Retail Management Training: RBCL develops and conducts training customized retail programs designed to help one’s business reach the next level. These include; • Retail selling skills • Customer service and care • Goal setting and performance man-

agement • Retail Trends to watch • •Store design and layouts. Retail Loss Prevention and Security: As a retailer experiences significant growth, the great losses affecting businesses are as a result of internal theft, paper work errors and shoplifting as the main causes. To prevent this, proper systems coupled with built-in controls must be put in place to reduce or completely eliminate the same. Retail Business Consultants Limited works hand in hand with a retailer to develop sound measures to curb these losses. Staff Outsourcing: As times change, companies are finding it more convenient to outsource rather than employ directly. At Retail Business Consultants Limited, we provide well trained, disci-

plined and qualified staff. We have specialized in the following fields; • Merchandising: We provide well trained merchandisers who will assist a retailer achieve in-store excellence • Sales people: As key function in any organization, RBCL will source for a competent sales force able to handle the micro retail channel characterized by a large number of sales people. We also source for foot soldiers and motorbike/bike sales representatives. • Supermarket attendants: Many supermarket chains are finding it more and more difficult to manage huge number of employees. Retail Business Consultants Limited assists in managing the staff payroll, shifts and leave. Among our clients include Kikuyu Self Ridges, Rexomart in Ruiru and Chokmart in Nairobi’s Ruai area.

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

RETAIL LAUNCH

In The Beginning……. “I’ve missed more than 9,000 shots in my career. I’ve lost almost 300 games. 26 times I’ve been trusted to take the game winning shot and missed. I’ve failed over and over and over again in my life and that is why I succeed.” –Michael Jordan, NBA Legendary Basketball Player

o one ever tells you that starting any business is not easy. They don’t teach you this in school or university or in any classroom. This is something you have to go through yourself and experience the learning as part of life. I have personally founded 3 companies across 2 different countries and none has been as challenging as the retail business which is my newest venture with Society Stores. On the face value, it may seem easy when you see a new retail outlet opening up in every corner almost every week and this has driven a craze towards opening up supermarkets. However, the reality is much different. Society Stores has been only 2 months old since we launched with the idea of creating ‘A Revolution in Retail’ and I would proudly like to say that we have managed to create a big impact in the retail market in Thika where our first store “Society Everyday” is located. We had an ‘out this world’ launch with a concert in the middle of Thika town with a crowd of over 4000 people gathered to witness a historic moment. The whole of Thika was dancing and singing to Wyre’s tunes as he officially unveiled the store with my Society team and I. Those are moments that makes all that effort and hard work that went in to getting to this stage worth it. As part of acquiring a former supermarket, we have had to totally refurbish it right from re-painting and re-flooring to rebranding, starting up a bakery, a deli and millions worth of additional investment. You have to end up dealing with so many different facets at one go that actually involves the learning of other industries such as construction, plumbing, restaurant and manufacturing that are not directly related to retail. This is what makes our retail industry both challenging and unique.

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

My goal is to perfect every single bit of our first Society Store as difficult it may seem. However, I know success will follow itself after failing several times and learning from those mistakes. There is a saying that says, “Don’t worry about failure; you only have to be right once.” So at Society Stores, as soon as we perfect our one store, we are then ready to roll out several others stores in the waiting since we simply have to just copy the success and learnings we achieved with our first store in all the other stores to follow. Indeed, you have to be right only once! As I mentioned the first time I wrote about Society Stores, what drove me towards retail is the ability to have a business model that has a huge impact to a large number of lives every single day and it is with this ambition that I wake up every day to see what difference Society Stores will make to someone today. This was brought into further context in a much bigger way when I was invited as part of the Kenyan delegate to speak at the African Retail Congress in South Africa on November 2014. I was accompanied by Titus Korir of Insight Retail, Alasdair Musselwhite of EABL and TRM of Nakumatt. It gave me a much bigger perspective on how much interest and development the retail industry in Africa has gathered across the globe. We had over 1000 people from all over the world interested in seeing what the African retail market has to offer out of which Kenya was one of the most attractive nations. This is why as challenging as it is to be a successful retailer, in the end it is worth the effort when you take a step back and see the difference your business makes to millions of people in Africa. That is what Society Stores is about! “Our prayers are answered not when we are given what we ask, but when we are challenged to be what we can be.” – Morris Adler

Kenya Retail Industry Awards 2014

CONTENTS

he inaugural Kenya Retail Industry Awards 2014 are scheduled to be unveiled during the 3rd Edition of Retailers Forum to be held later in the year (MayISSUE 2015). The 08Awards will seek to honor retailers and solution provider for their best practices in various areas OCTOBER - DECEMBER 2014 coupled with creativity and innovativeness. The Awards are a brainchild of Retail Interchange Centre (RIC) / Insight Retail East Africa whose aim is to offer the retail industry and other interested stakeholders/readers with insightful local and global news, trends and solutions on various industry topics via our quarterly publication - Insight Retail Magazine.

07 / NAKU SACCO

Here is a brief with the Awards’ organizers.

08 / LEASING CASE STUDY - TUMAINI

1. Describe a retailer and what are the Awards all about? A retailer is anyone engaging in the business of selling goods/services 10 / defined TOMBAKE ENTRY KENYA in various quantities to theTO consumer. As explained above, these awards will be honoring and recognizing our various retailers for their and best practices among other pertinent 12 excellent / BAKEservices CONSULTANCY – BAKE CONSULT issues.

14 /are ONE STOP BAKERY SOLUTIONS SHOP 2. Who you targeting for the Awards? Our initial idea is to work with the retailers specifically the supermarket stores. out logistics behind the programme are up and running, 15Once / BAKERY ACCESSORIES we will seek out to them by encouraging the participants to register and enter to compete in the various awards which we shall line up for 16 / OMNI CHANNEL RETAILING adjudication. / OIL DISPENSING In the19subsequent years, we willCONCEPT expand the programme to more retailers - oil companies, financial institutions and other service providers. 20 / WORLD CLASS SERVICE - WELLS FARGO 3. How about the sponsorship of the Awards? / WATER DISPENSING CONCEPT Retail21 Interchange Centre welcomes goodwill partners /stakeholders in supporting the success of the project. Though the company will finance event, we also want to make it anFOR annual event thus the 26the / GETTING BAKERY RIGHT RETAILERS need to have sponsorship for sustainability of the programme

28 / RETAIL LEADERSHIP 4. Briefly describe some of the criteria for judgment It will take a retailer’s decision to participate at no extra cost; he will be required to apply FORUM for the exercise entering into his preferred 29 / RETAIL 2015by CALENDAR categories of competition which we shall soon announce. All these will be under some stipulated terms and conditions which we have 30 / RETAIL IN UGANDA already set. Secondly, the evaluation and coming up with the best in the various categories will rest upon the independent panel of judges. 31 / RETAIL STATISTICS

We have enlisted the services of experienced ‘judges’ who are not only conversant the retail industry but also on the various areas that 34 / with RETAIL CONGRESS we shall have as competition categories. We shall also work closely with an independent research institution. Finally, we plan to have the Awards as part of our annual programme to retailers in line with other related activities in our pursuit of connecting and networking stakeholder in the retail industry. For more Information on the same please contact us on Retail Interchange Centre / Insight Retail East Africa Subscribe for your P.O. Box 36106-00200 Nairobi - Kenya nextTel: Issue: 0725 (0735) – 350 690 See details Pg. 33 Email: on awards@insightretails.com www.insightretails.com / www.retail-awards.com

+254.735.350.690 +254.725.350.690

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

RETAIL SECURITY TIPS with EAS, retailers do not have to take measures to avoid the employees from stealing goods. EAS also promises to improve customer experience especially where ‘Do it yourself’ is conducted. At the same time, there are clients who probably feel uncomfortable when the store staff gazes at them not necessarily because they are genuine shoppers but because one is never sure who the shoplifter could be. Still, with the system, the interaction of stockers and shelf attendants is reduced while giving shoppers some free and comfortable time to look for what they want at times even try out the product on their own.

EAS – Detect, Deter Theft and Deactivate Accurately

icture this, you get into a retail store, pick whatever items you intend to purchase, pay and as you exit, the automatic sensors go on. It can be quite embarrassing for a genuine shopper even though the machines have been installed to catch up with the cunning shoplifters. On the other hand, having the right product available in the right place at the right time is essential for retailers seeking to enhance the in-store shopping experience and increase sales. To achieve this, retailers need to have a complete solution in place to deter theft, deactivate merchandise accurately and at the same time detect stolen items quickly and efficiently. Riding on its prominence as a reliable retail security solutions provider, Security World Technology Limited (SWTL) has further rolled out the Electronic Article Surveillance (EAS), an anti-shoplifting system used by retail businesses. EAS involves attaching an electronically-

Fourth, it is hard to steal goods from the stores or supermarkets under this high-tech system as the theft rate at the stores with the EAS System is 60 - 70% lower than that of the ordinary stores.

detectable tag to the item of clothing or merchandise. Nowadays, a lot of merchandise has these tags incorporated into their packaging. In other cases, the tags have to be attached by the store.

SWTL is looking at installing the system far and wide within the retail sub-sector. These include supermarkets/hypermarkets, apparel stores, drugstores/pharmacies, warehouses and superstores as well as liquor, electronic as well as hardware stores.

When the item is purchased, the tag is either removed or deactivated. Tags are typically removed from clothing, while merchandise with the tag incorporated into packaging are usually passed over a pad that deactivates the tag. The detectors are located at the store exits. If one of the active tags passes through the detectors, an alarm goes on. The system has three components; • Electronic Antenna • Deactivator or Detacher and • Electronic Tag.

Unique features SWTL’s EAS system is available for low to high theft merchandise while targeting small, medium and high end stores. For the sake of product warranties, guarantees and quality, the company is dealing with reliable manufacturers and reputable dealers to ensure quality with regards to installation and accessories. Users are also guaranteed of technical and after sales support on all installations.

So far, SWTL has rolled out the system in Major Retailers and Clothing Shops in major towns in Kenya. With the advent of new technology, EAS systems are becoming a more effective means of shrinkage reduction an activity that remains quite a thorn in the bush for many a retail businesses the world over. Still,

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

Fourth, the software enhances virtual retail functions. A one time EAS investment and installation will only see the user performing upgrades aimed at allowing more functions such as stock inventory, manpower and shelf space management as well as payment which could finally pave way to the more developed self-check out system.

RETAIL SECURITY

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 | FEBRUARY - APRIL, 2015

RETAIL EVENTS

2014 Retail Events wrap-up T

he year 2014 has not only been exciting but insightful as we sought to ensure that the industry – large or small players have an opportunity to interact with solution providers. We commend our all time sponsors – Total Solutions Limited and Nairobi Kitchen Care who have stood with us as we traversed the country through the retail conferences.

Retail Congress Africa 2014

Retailers Forum 2014 The second edition was held in Nairobi at the Sarova Panafric on December 4, 2014. The event attracted a total of 125 participants compared to the 60 who attended the previous one.

The second edition of the Retail Congress was also held in November in Johannesburg, South Africa. East Africa was represented by Kenya’s Nakumatt Holdings, Society Stores, East African Breweries Limited as well as Uganda’s New City Supermarket. The third edition of the same is scheduled for Cape Town, South Africa later in the year. It is our hope that more retailers and solution providers will plan to attend the event.

Retailers Conferences - Coastal Edition 2014

Speakers and sponsors in pictorial

We managed to successfully hold the first editions of the regional conferences in North Rift (Eldoret), Central Rift (Nakuru), South Rift & Lower Nyanza (Kisii), Western & Nyanza (Kakamega), Central Kenya (Nyeri), Nairobi & Eastern/Central (Thika) and Coastal Region (Mombasa) where we impacted some knowledge and empowered retailers in those regions with new trends and ideas The events were also captured on camera. We welcome more participation in the subsequent editions even as we seek to roll out the same in other regions such Meru to cover the Eastern part of the country.

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

logical changes, training solutions as the supplier get to network and offer solutions which is available as per their needs and capacity at that particular time Who should attend: RETAIL EVENTS Retail owners, Managers, Head of Departments / supervisors from retail outlets within the regions covered Duration of the event: All our 2015 events will be a whole day (1Day) per region.

Retail events in Pictorial ...

REGIONAL EVENT DETAILS

Kenya

3rd

November 2015

Uganda

1st

March 2015

Tanzania

1st

June 2015

KENYA REGIONAL CLUSTERS: REGION

PERIOD

VENUE

TOWNS TO BE REPRESENTED BY RETAILERS & ADJACENT TOWNS

North Rift

February

Eldoret

Kapsabet, Nandi-Hills, Kitale, Iten, Kabarnet, E/Ravine, Eldoret & Its adjacent towns

Central Rift

April

Nakuru

Naivasha, Gilgil, Nyahururu, Olkalau, Njoro, Elburgon, Molo, E/Ravine, Nakuru & Its adjacent towns

Central/ Eastern

May

Meru

Central Kenya

July

Nyeri

Muranga, Embu, Nanyuki, Nyahururu, Karatina, Narumoru, Nyeri & Its Environs

South Rift & Nyanza

August

Kisii

Kericho , Sotik, Bomet, Narok, Keroka,Migori, Homabay, Kisii & Its adjacent towns

Western & Nyanza

September

Kakamega / Kisumu

Kakamega, Mumias , Nambale, Busia, Bungoma, Webuye, Malaba, Siaya, Ugunja, Vihiga, Kisumu & Its adjacent towns

Coastal

October

Mombasa

Voi, Kilifi, Diani, Malindi, Mtwapa, Mombasa & Its adjacent towns

Nairobi Regions

November

Nairobi

Machakos, Thika, Limuru, Nairobi & Its adjacent towns

TO REGISTER

Embu, Nkubu, Chuka, Maua, Chogoria, Isiolo, Meru & Its Environs

Call us +254 735 350 690, 725 350 690, 0732 759 248 or email: events@insightretails.com

31rdST EDITION

November 2015 MARCH 2015 Event brought to you by:

Retail Owners, Directors, CEOs and Managers are encouraged to attend For inquiries or Registration

Call us on +254 732 759 248, +256 772 496 340

Email: events@insightretails.com / events@retailevents.org. www.retailevents.org INSIGHT RETAIL | FEBRUARY - APRIL, 2015

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

include 38 countries in the Middle East, Central %WME %JVMGE ERH 6YWWME ² XLI (YFEM ½VQ WEMH MR E statement. By 2014, Majid Al Futtaim Retail expects to reach 66 hypermarkets and 79 supermarkets and expand its territory in six new markets.

RETAIL SECURITY TIPS

MULLEYS Employee Theft – every As it prepares to venture into more towns and counties especially those located in the lower and employer’s problem

CSR IN PICTORIAL

T24

he reality is that nearly every it is considered as wages if the employer will have to deal with employer has a formal or informal employee theft at some point. policy of paying terminated RETAIL | ISSUE 07 |employees JULY - SEPTEMBER 2014 leave. An Employee theftINSIGHT is an issue besetting for unused retailers every day. The annual losses from employer cannot fail or refuse to pay pilferage are estimated at KShs. 3 billion. a terminated employee for all wages Internal Shrinkage which takes up about due, including unused leave days, 37% of overall shrinkage is facilitated by even if the services were terminated people in management positions and due to theft about 43% stock losses are attributed to staff, which is 8% higher than that 6. Whatever reason an employer shoplifters which stand at 36%. communicates to the employee as the basis of the termination is what The following are employer guidelines one sticks to. So, if an employer while dealing with employees implicated decides to tell an employee that the with theft; firing was due to underperformance, 1. An employer does not have to prove this is likely not to raise suspicions theft beyond a reasonable doubt of theft instantly prompting an in order to fire an employee; one’s employee to challenge his filing for reasonable belief is sufficient unemployment benefits 2. That said you do not have to make the termination about the theft. It could be due to underperformance. For instance, if you have an employee whose cash register is routinely short, however you have no evidence that he is stealing, it is probably best to terminate him for failing to balance the cash drawer each day rather than making allegations based on gut feelings or suspicions 3. An employer should not deduct the amount of any theft from the employee’s last paycheck. Employers are not permitted to make wage deductions based on their unilateral determination of the employee’s liability and amount owed. 4. If an employer is terminating the services of an employee, it is important to give him his final paycheck for all wages due at the time of the termination 5. An employer cannot “punish” a terminated employee by paying him less than all wages due. In some companies, unused leave days is considered as wages while in others

7. When an employee is fired, a good rule of thumb in terms of communication with other employees is “less is more.” If there is no need to involve the Police or file a civil suit against the employee, or if you merely have a suspicion of theft and fire the employee for poor performance, you should advise other employees that “effectively immediately, Joe will no longer be working here.” Feel free to be more specific with certain employees, e.g., management, who may need to know what transpired. 8. If a subsequent employer contacts you for a reference regarding an employee terminated for theft, it is a best practice to confirm only dates of employment and position held. This is true of all employees, even your stellar ones, 9. Trust your gut, but if you are unsure, or need a reality check, reach out to an employment lawyer for advice. Adapted by Wambui Mbarire, Chief Executive Officer, RETRAK INSIGHT RETAIL | FEBRUARY - APRIL, 2015

GetGet youryour copy delivered to to your doorstep copy delivered your doorstepbybysubscribing subscribingto tothe the magazine magazine

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February 14, 2015

Retail Event Calendar 2015

RETAIL EVENT CALENDAR 2015

Retail Interchange Centre Ltd | Insight Retail East Africa will also do the regional and national events for retail Centre IndustryLtd come 2015 as per of ourAfrica annual programmes conduct retail eventsevents for Retail Interchange | Insight Retail East will also do the to regional and national retail Industry come 2015 of of our annualwith programmes to conduct retailtechnological events creating a platform with creating a platform withasanper aim sharing retailers the new trends, changes, an training aim of sharing with retailers the new trends, technological changes, training solutions as the get solutions as the supplier get to network and offer solutions to the industry based supplier on to network and offer solutions to the industry based on the new developments in the industry. the new developments in the industry. These areattend: events done Who should annually at a regional platform with an aim of sharing with retailers the new trends, technoWho should attend: owners, Head of Departments /outlets supervisors from retail logical changes, training solutions as the Managers, supplier get to network andfrom offerretail solutions whichwithin is available per theircovered Retail owners, Managers,Retail Head of Departments / supervisors theas regions needs and capacity at that particular time outlets within the

regions covered

Whoof should Duration the attend: event: Retail owners, Managers, of Departments / supervisors from retail(1Day) outlets within the regions covered Duration of the event: AllaHead our 2015 events a whole day per region/ Cluster All our 2015 events will be whole day (1Day)will perberegion/ Cluster exceptional cases apply on Retailers FoDuration of the event: rum which may be 2daysexceptional cases apply on Retailers Forum which may be 2days All our 2015 events will be a whole day (1Day) per region.

REGIONAL Country EVENT Kenya DETAILS Uganda Tanzania

Kenya

Month May Uganda MarchTanzania June

3RD 3rdEDITION

May 2015 November 2015

1 1 EDITION

March 2015 March 2015

1st1stEDITION

June 2015 June 2015

st st

KENYA REGIONAL CLUSTERS: REGION North Rift

Region

Central Rift

North Rift Central/ Eastern Region Central RiftKenya Central Region South Rift & Nairobi Regions Nyanza Western & Nyanza

Central Kenya Coastal Nairobi Regions

PERIOD

VENUE

TOWNS TO BE REPRESENTED BY RETAILERS & ADJACENT TOWNS

February

Eldoret

Kapsabet, Nandi-Hills, Kitale, Iten, Kabarnet, E/Ravine, Eldoret

September

Kakamega / Kisumu

Kakamega, Mumias , Nambale, Busia, Bungoma, Webuye, Malaba, Siaya, Ugunja, Vihiga, Kisumu & Its adjacent towns

& Its adjacent towns Seminar Event Towns to be represented by Retailers & adjacent Period Nakuru Venue Towns Molo, E/Ravine, April Naivasha, Gilgil, Nyahururu, Olkalau, Njoro, Elburgon, Nakuru & Its adjacent towns February 2015 Eldoret Kapsabet, Nandi-Hills, Kitale, Iten, Kabarnet, E/Ravine, Embu, Nkubu, Chuka, Maua, Chogoria, Isiolo, Meru & Its Environs May Meru Eldoret & Its adjacent towns April Naivasha, Gilgil, Nyahururu, Olkalau , Njoro, Elburgon, July 2015 Nyeri Nakuru Muranga, Embu, Nanyuki, Nyahururu, Karatina, Narumoru, Nyeri & Its Environs Molo, E/Ravine, Nakuru & Its adjacent towns August Kisii Kericho , Sotik, Bomet, Narok, Keroka,Migori, May 2015 Nairobi Machakos, Thika, Limuru,Homabay, NairobiKisii & will be Open for & Its adjacent towns (2days Event) retailers from other towns who could wish to attend

July October 2015

November

NyeriVoi, Kilifi, Diani, Muranga, Nyahururu, Karatina, Mombasa Malindi,Embu, Mtwapa, Nanyuki, Mombasa & Its adjacent towns Nairobi

Narumoru , Nyeri & Its Environs

Machakos, Thika, Limuru, Nairobi & Its adjacent towns

South Rift & August 2015 Call Kisiius +254 735 Kericho Sotik,725 Bomet, Keroka,Migori, 350, 690, 350 Narok, 690, 0732 759 248 Homabay TO REGISTER Nyanza Region , Kisii & Its adjacent towns or email: events@insightretails.com Western & September Kakamega Kakamega , Mumias , Nambale, Busia, Bungoma, Nyanza Region 2015 / Kisumu Webuye, Malaba, Siaya, Ugunja, Vihiga, Kisumu & Its adjacent towns Central/Eastern October 2015 Meru Embu, Nkubu, Chuka, Maua, Chogoria , Isiolo, Meru & Region Its Environs Coastal Kenya

November 2015

Event brought to you by:

Mombasa

Voi , Kilifi, Diani , Malindi, Mtwapa ,Mombasa & Its adjacent towns For inquiries or Registration

Call+254.735 us on +254 735 350350 690, 725 350 690 RIC Ltd, P.O. Box 36106-00200 Nairobi - Kenya; 350 690/0725 690; Email: events@insightretails.com / events@retailevents.org. info@insightretails.com / www.insightretails.com www.retailevents.org

3rd

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

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