Pet Gazette January 2012

PET GAZETTE JANUARY 2012

www.petgazette.biz

ISSN 2046-7303

Golden years Caring for the senior dog

Wild at heart

Products for garden wildlife HOW companies are helping owners come to terms with the loss of their pet In cold blood

Field of dreams

Now one of the five most popular reptiles, the gecko can make the ideal and easy-to-keep companion

A pioneering veterinary practice in Surrey is going to extraordinary lengths to help the animals in its care

This month

Editor’s letter

JANUARY 2012 Contents Roundup 4 The latest news from the industry

Three minute interview

5

New appointments

8

Susanne Groves, advertising and marketing manager, Kong Company Limited Pastures new for professionals in the pet trade

Taking stock

10

In cold blood

16

PFMA

21

Golden years

24

Set in stone

32

All systems go

36

Wild at heart

40

Focus on

44

Voice on the highstreet

50

An innovative and varied range of pet products With the British Federation of Herpetologists reporting that reptiles may soon overtake cats and dogs as one of the country’s most popular pets, Mark Amey discovers more about the leopard gecko Michael Bellingham of the PFMA looks ahead to 2012 and the opportunities it will bring for the pet industry As the life expectancy of dogs increases, more pet owners need to be aware of their requirements. Sarah Jacotine discovers the wide range of products available from special diets and supplements to accessories tailored for the senior canine Rebecca Hoh looks at the companies helping owners cope with the loss of their pets, from pet bereavement counselling services to personalised memorials With a good EPoS system you can gain a better knowledge about your customer and ultimately, your business. Ian Tomlinson gives retailers advice on how to successfully implement a new system With wildlife gardening on the rise, Martin George, wildlife advice manager for CJ WildBird Foods Ltd, looks at the range of products catching customers’ attention from hedgehog houses and bug hotels to bird-proof squirrel feeders Naida Ally finds out what foods and accessories are currently available on the market for our feathered friends Brian Lambert, Lamberts Pet Supplies, Grange-over-Sands, Cumbria

W

elcome to the first issue of 2012.

I hope you all had a good Christmas and as we go into the New Year let’s hope this brings more welcome news for retailers than we saw in December 2011.

The Portas Review – announced on 13 December – clearly showed that many high streets are fighting a losing battle with web-wise retailers. The online retail market is growing at a rate of 14 per cent year-on-year with an estimated £5.9 billion being spent on the internet by British people.

Kevin Flood, CEO of Shopow, says: “High street stores have had to pull out all the stops to make their shops attractive by reducing prices early and creating imaginative promotions to increase footfall and activity at the tills. It is still far from plain sailing, however, as there is still a lot of pressure on the finances of every shopper in Britain – online and on the high street.”

The report also showed that a third of the country’s high streets are “degenerating or failing,” with Portas describing the current model of the high street as outdated. Her key recommendations include appointing ‘town teams’ to develop business in the area and offering affordable town centre parking. Retail analyst Matthew Hopkinson of the Local Data Company says the way forward is for town centres to become “destinations, more than just shopping.”

On a more positive note, it appears that 2012 may finally bring much-needed repeal of the Dangerous Dogs legislation that has been the subject of much controversy over the past 20 years. Groups such as the Kennel Club, animal welfare charities and the Police Federation have all expressed their wish for the law to tackle irresponsible owners rather than target specific breeds.

Judges have now proposed the first sentencing guidelines for people convicted of dangerous dogs offences in England and Wales. These guidelines not only recommend banning irresponsible owners from keeping dogs but also give the courts the power to sentence people in possession of a dog that is deemed dangerously out of control. Hopefully this indicates that a change to the law is finally on the way.

Sam Guiry sam@petgazette.biz

3

4

Roundup

PET GAZETTE Established 2008

Managing Editor

Louise Hoffman louise@petgazette.biz Editor

Sam Guiry sam@petgazette.biz Editorial Assistant

Naida Ally naida@petgazette.biz Design/Production Editor

Tracy Jarvis tracy@petgazette.biz Production Assistant

Lewis Bowes copy@petgazette.biz Group Advertisement Manager

Kelly Smith kelly@petgazette.biz Advertisement Manager

Julie-Ann Kwok julie@petgazette.biz

Dogs Trust and Dermot O’Leary in Christmas campaign Dog welfare charity Dogs Trust has teamed up with Dermot O’Leary to urge the public to stop and think before browsing online for a puppy this Christmas.

The TV presenter and dog lover is supporting the charity’s 2011 Christmas campaign by warning about some of the pitfalls of picking up a quick puppy purchase. Dermot said: “The internet seems the most obvious place to go for most things these days, but it pays to do your research before you buy a dog.

What you see online isn’t always what you get. My advice would be to always see the puppy with its mum and you can’t do this on an internet page.”

Recent research conducted by Dogs Trust reveals that over a third of children have asked for a puppy as a present. The charity believes that part of the reason puppies are considered suitable gifts is the fact they are sold so easily through pet shops, newspapers and websites. Despite repeated pleas and online warnings, it reported that 18 per cent of parents would buy a dog online for their children.

Dermot continued: “By buying a puppy from a website you could end up fuelling the cruel practice of puppy farm breeding, where dogs are bred intensively for profit with little or no thought for their welfare. Sadly, these puppies can end up online for a quick and easy sale and you could end up heartbroken and out of pocket with vet’s fees.”

Dermot and puppy Conan can be seen in action at www. adogisforlife.com and www.youtube.com/watch?v=e24AsCCTkPA

Sales Executive

Daniel Harrison daniel@petgazette.biz Accounts

Maureen Scrivener accounts@petgazette.biz Customer Services

01206 767 797 customers@mulberrypublications.co.uk Contributing writers

Mark Amey, Michael Bellingham, Martin George, Rebecca Hoh, Sarah Jacotine and Ian Tomlinson

ISSN 2046-7303 Pet Gazette is published monthly by:

Mulberry Publications Ltd, Wellington House, Butt Road, Colchester CO3 3DA Tel: 01206 767 797 Fax: 01206 767 532

www.petgazette.biz The editor and publishers do not guarantee the accuracy of statements made by contributors or advertisers, or accept responsibility for any statement that they express in this publication. The opinion of the contributors may not necessarily be the opinion of the publishers. Articles are considered for publication on the basis that they are the author’s original work. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying or otherwise, without the permission of the publishers.

FAB study day announces speakers Feline emergency medicine is the theme of the Feline Advisory Bureau (FAB) Study Day to be held on Friday 18 May at the Royal (Dick) School of Veterinary Studies Hospital for Small Animals, Easter Bush, University of Edinburgh.

The meeting is open to all members of FAB and interested members of the public, including veterinary surgeons, veterinary nurses, cat breeders, cattery proprietors, those involved in cat rescue and cat owners.

Staff from Edinburgh University’s veterinary school, including Professor Danille Gunn-Moore, professor in feline medicine; Dr Kerry Simpson, FAB lecturer in feline medicine and head of the feline clinic; and Stephanie Lalor, FAB resident, will share their expertise on hepatic lipidosis, kidney failure, anaemia and blood transfusions, poisonings, airgun trauma and cardiac emergencies.

Further information about the study day can be found at www.fabcats.org/conferences.

Hagen donation helping to save young Amazon parrots Rolf C Hagen Inc recently donated batches of its parrot food to help save hundreds of malnourished Amazon chicks rescued during a dramatic police operation in Brazil.

In September, more than 500 baby parrots were discovered in the back of a truck during a police operation for suspected drug smuggling in Bélem Sao Francisco, a small city in Brazil. The Amazons, which are valuable currency in the illegal wildlife trade, were tightly crammed into wire mesh cages and were in poor health.

Due to their fragile state, the birds were immediately turned over to the Brazilian Institute of Environment and Renewable Natural Resources, who, in turn, transferred them to the Environmental Conservation Organization (ECO), a non-profit NGO that’s responsible for the health and welfare of wildlife species. Faced with an overwhelming number of frail and hungry fledglings, the ECO sent out an SOS to the local community for help.

Roundup

Sponsors revealed for London Pet Show

New year launch for pet owners’ website Following the positive response to its Facebook pages Park Bench and Scratching Post, which attracted over 50,000 fans, Vets Now announced the launch of its new website.

Petnet360.co.uk is an online community, offering “independent and authoritative advice on everything to do with dog and cat ownership.”

The website provides access to qualified vets and behaviourists and aims to promote preventative healthcare and responsible pet ownership. Vets Now is also working with the British Veterinary Association (BVA), the Association of Pet Behaviour Counsellors (APBC), the Pet Food Manufacturers’ Association (PFMA), the National Office of Animal Health (NOAH), the Pet Care Trade Association (PCTA) and the Kennel Club to provide “the best possible advice.”

PetNet360 director, Steve Soden, explained: “Pet owners are frequently going online to search for information and share stories about their pets. Our site will provide the pet owning community with accurate information in a fun and sociable setting. As well as receiving good quality advice, they can share experiences and offer support to each other all under the watchful eyes of experienced vets.”

A variety of major brands have signed up to sponsor the London Pet Show 2012 at Earls Court 2, with Vanish securing the headline sponsorship for the second year, among other brands including Direct Line, Royal Canin, Burgess Pet Care, Zoflora and Rolf C Hagen Inc also coming on board.

Dog food brand Burgess Supadog has signed up to sponsor the Kennel Club Display Ring, which will include displays of heelwork to music, agility, training and obedience and the fast-paced game of flyball.

Supadog brand manager Richard Rockett said: “We have a long history of supporting dog agility around the country and believe it is an excellent activity for dogs of all shapes, sizes and abilities. It’s also great fun for everyone involved, especially the dogs, as well as being very accessible and affordable.”

The London Pet Show 2012 is expected to attract over 15,000 visitors, including pet owners and enthusiasts as well as families with an interest in pets and those looking for a fun day out. Further information can be found at www.londonpetshow.co.uk.

5

Three minute interview

Susanne Groves, Advertising and marketing manager, the Kong Company Limited Describe yourself in three words.

Creative, fun and loyal.

What is your earliest memory?

Making mud pies in the garden aged about three.

When you were at school, what did you want to be and why?

An actress, because I love role-playing. I went into sales instead – same thing really!

What was the first music album you bought?

Hunky Dory by David Bowie.

If you could have dinner with one person, who would you choose and why?

Johnny Depp, obviously for his interesting personality – no seriously!

What is the best advice you have been given?

“Believe in yourself,” and also “Be careful what you wish for!”

What is your next goal in life?

To not make new year’s resolutions and to enjoy every minute of 2012.

Dates for your diary 20 - 21 March

24 - 26 June

PATS Sandown Park, Esher, Surrey www.patshow.co.uk

ExpoZoo Eurexpo Lyon Lyons, France www.expozoo.com

11 - 15 April

5 - 6 September

WSAVA/FECAVA/BSAVA World Congress The ICC & NIA, Birmingham www.bsava.com

PetEx The Burlington Hotel Dublin, Republic of Ireland www.petex.ie

If you could visit anywhere in the world, where would you choose and why?

A Lakota Sioux reservation to spend time with a Shaman (medicine man/woman).

What is your favourite quote or saying?

It has to be “Imitation is the sincerest form of flattery!”

What is the most important thing that your job has taught you?

The power of words.

6

Roundup

and briefly Great response for Interzoo 2012 There has been an outstanding initial response to Interzoo 2012, with 1,100 manufacturers already registering their participation in the event. “Even at this stage there are indications that Interzoo 2012 will once again be the world’s largest show for the pet supplies sector,” said Norbert Holthenrich, president of the honorary sponsor of the trade fair and German Pet Trade and Industry Association. The event takes places next year from 17 to 20 May.

HMRC alert to VAT changes for businesses HM Revenue & Customs (HMRC) has issued an alert to VAT-registered businesses across the UK regarding changes that will come into effect this spring.

As of 1 April 2012, all VAT-registered businesses will be required to send their VAT returns online and pay their VAT electronically. Currently, only newly-registered businesses, and those with turnovers of more than £100,000, have to file and pay their VAT online. The new rules will cover VAT returns filed for accounting periods beginning on, or after, 1 April 2012.

The HMRC advised: “If you’re not already filing your VAT online, switching now makes sense. By doing this, you’ll avoid a last-minute rush and be able to enjoy the benefits of online filing sooner rather than later.”

For more information, or to register for the HMRC’s VAT Online Service, visit www.online.hmrc.gov.uk or call 0845 010 8500.

Pedigree acquisition announced JMC Aquatics Limited has announced the acquisition of the livestock division of Pedigree Wholesale. This new development brings together over 70 years of combined experience supplying the UK ornamental fish retail trade.

JMC Aquatics imports in the region of 100,000 fish each week from around the world, supplying local pet stores and large retail outlets. Beginning immediately, JMC Aquatics will work to bring together the two businesses.

LovePets winner is crowned Mr Johnson’s has announced the winner of its LovePets show competition. The prize on offer was a family ticket for four to visit Alton Towers theme park, and was won by Madison Chilvers, aged 12, from Yaxley, Peterborough. Madison was presented with her prize by Mr Johnson’s account managers, Alan Gittins and Tony Scott. Marion Stinton, business manager at Mr Johnson’s said: “Madison and her family were delighted to win the competition which was entered by over 100 people at the show.”

Midland Reefs is on the move Over the last few months Midland Reefs has been going through a number of changes, taking on additional staff and moving into much larger premises with the aim of offering a greater range of services to the aquarium community. The new Midland Reefs showroom is now ready to welcome trade visitors and features the SICCE range of products for aquarium, pond and garden and a large selection of the vast JBL range. The new address is Unit 1, Mount Road Trading Estate (previously Unit 10) and all other contact details remain the same.

Inaugural awards for animal welfare Ceva Animal Health UK, the manufacturer of veterinary behaviour products, has announced the launch of the Ceva Awards for Animal Welfare to “formally recognise individuals who have gone the extra mile to improve animal companion welfare.”

Due to take place during the WSAVA Congress in Birmingham in April, nominations are now being accepted in three categories: the Chris Laurence Vet of the Year Award, which recognises a veterinary surgeon who is “consistently demonstrating their commitment to the continued improvement of companion animal welfare”; the Welfare Nurse of the Year Award, for a veterinary nurse who has shown real commitment to improving and championing good companion animal welfare; and the Pet Lovers’ Welfare Award, open to all individuals involved in the care of animals.

Kirsti Hummel, communications manager at Ceva Animal Health UK, said: “The inaugural awards will honour these unsung heroes and reward them for their hard work in helping to improve companion animal welfare.” The deadline for nominations is 27 January 2012 and more information can be found at www.ceva.co.uk

Blanket appeal for displaced cats Wetnose Animal Aid has launched an appeal for blankets this winter, to be distributed among UK catteries.

The organisation is asking for members of the public to donate bedding that will warm the unwanted, elderly and unwell cats and kittens housed in catteries.

It is asking members of the public to get out the knitting needles to help cats nap in warmth this winter. Parcels can be sent to Wetnose Animal Aid Ltd, Newgate Lodge, Newgate, Kirby Cane, Norfolk, NR35 2PP. More information can be found on Facebook and www.wetnoseanimalaid.com

8

New appointments

New appointments Pastures new for professionals in the pet trade Mars Petcare UK

Mars Petcare has announced the appointment of Mike Gallacher to the role of general manager for Mars Petcare UK, effective from the 1 January 2012. Mike will be based at the Mars Petcare UK headquarters in Leicestershire.

Having joined Mars in 1996, he has worked in a number of senior roles across the UK, Europe and Asia Pacific, most recently in Singapore.

Mike said: “I am really looking forward to coming back to Mars UK and sustaining the great work that Mark Johnson has led while in the role. I am excited by being part of our ambition to build a better world for pets in the UK and I am looking forward to getting started.”

He succeeds Mark Johnson, who will move to be regional president for Mars Petcare Russia.

Tetra

Clare May has joined the Tetra sales force and been appointed the new territory manager for the East of England. Clare has over seven years’ sales experience within the aquatic wholesale industry, selling to both independent and group-based stores.

Dave Pool, country business director for Tetra UK, commented: “We are delighted to welcome Clare into the team. She is highly respected within the aquatics industry and we believe her experience will be a great asset to our sales team, adding strength and knowledge to the service we provide to retailers.”

Alpha Feeds

Claire Bowdrey has joined performance dog food expert Alpha Feeds as technical assistant. With a degree in Biological Sciences and a Masters in Applied Animal Behaviour and Animal Welfare from Edinburgh University, Claire also volunteers at the Retired Greyhound Trust, Guide Dogs and Cancer Research UK. Based near Retford, Claire enjoys walking retired greyhounds in her spare time and supporting a number of animal charities.

She said: “I am delighted to have joined the team at Alpha Feeds and I am looking forward to this exciting new role, which combines my technical skills with my passion and interests in animals and pets.”

Claire’s new role will include overseeing quality control, packaging and labelling developments to meet industry requirements.

Allen & Page

Allen & Page Horse Feeds has announced the appointment of Vicky Archer as area sales manager for the Essex, Kent and Suffolk region. Vicky has over eight years of experience working in the equine industry, in the fields of equine therapy products as well as feed. Vicky said: “I know this area well and I am looking forward to promoting healthy, wholesome nutrition for horses to all our stockists in the region.”

A keen horsewoman, she has competed at affiliated level in dressage, show jumping and three-day eventing and currently runs a busy and successful show team.

JMC Aquatics LTD

Michaela Bell is joining JMC as its new assistant sales executive. Coming from a strong sales and customer service background, she is looking forward to eventually going out on the road and meeting all of the company’s customers. She is a keen animal lover, currently having two Pomeranians, two Rottweilers and a Chihuahua! Commenting on her new role, Michaela said: “This is a fantastic opportunity, especially joining JMC just as they announce their acquisition of the livestock division of Pedigree Wholesale!”

Has someone recently joined or moved to a new role within your company? You can send the details and a photo to naida@petgazette.biz

10

Taking stock

Phytoforce hh

Natures Grub Specialist Suet Mixes offer “something new and innovative” to the winter bird food market. Available in seven varieties, these high-energy treats will “keep the birds going all winter.” All blends contain top quality suet pellets with the addition of large quantities of dried insects and berries, and all varieties are supplied in 1.2 litre buckets.

Winter weather is particularly tough on older dogs. Old Faithful is a multi-action tonic for older dogs, to support their joints, brain, heart, digestion and energy production – giving an all round action that “can make a profound difference to the health and mobility of all older dogs.” For details of Phytoforce’s January special offer, call the number below. Retailers can also make use of the free veterinary advice helpline on 00353 862 594 383.

Information: 01485 517 177, sales@naturesgrub.co.uk or www.naturesgrub.co.uk

Information: 00353 667 185 794 or www.phytoforce.ie

Natures Grub ii

Collarways gg Twiz is the latest ecofriendly dog toy to be launched under the Zogoflex brand, distributed in the UK

by Collarways. Twiz is a multifunctional toy, suitable for dogs of all sizes. It can be used on land and in water and has a hollow spot which can be filled with treats.

Zogoflex is a tough, buoyant and pliable material, which creates “virtually no waste during the manufacturing process, is non-toxic, FDA compliant and recyclable, making it a true eco-friendly toy.”

The packaging is printed on 100 per cent recycled paper with soy-based inks and corn-based PLA plastic.

On sale now, James Wellbeloved says its Light cat and dog food is “the ideal solution” for overweight pets. It features “reduced calories*, higher levels of dietary fibre* to satisfy hunger and higher protein levels* to encourage weight loss from fatty tissue rather than muscle tissue.” It also contains added taurine to support the heart and glucosamine and chondroitin to aid joint mobility. The new Dog Light full bowl, fewer calories principle means more volume than standard kibble for the same weight of food resulting in a more satisfying experience for the dog.

Information: www.zogolex.collarways.com

Information: 0845 300 4890 or www.wellbeloved.com

James Wellbeloved ii

* Compared to standard adult or senior kibble.

Fibrous hh Fibrous Funeral Supplies provides a range of pet cremation urns and keepsakes in a variety of designs. The selection features caskets, urns, grave supplies, plaques, benches and accessories including ‘Phoenix Cat’ – a handmade and painted urn complete with tea light holder on top; ‘Paw Prints Forever’ – a resin ashes box, suitable for outdoor use with a photo-frame; and the ‘Beloved Companion’ resin rock urn – featuring a photo-frame and suitable for outdoor use.

Information: 0845 450 8935, info@fibrous.com or www.fibrous.com

Taking stock

Bern Pet Foods jj

Hem and Boo hh

ACANA has launched its Chicken and Burbank Potato complete dry dog food in the UK. This latest addition to Canadian producer Champion Pet Foods’ range includes free-run Cobb chicken, Burbank potatoes from local farms and wild-caught flounder from North Vancouver Island. Karen Rodger from UK distributor Bern Pet Foods says: “ACANA Chicken and Burbank Potato is packed with meat ingredients, and in place of high glycaemic grains such as rice and corn, it features fresh, whole fruits and vegetables plus steel-cut Alberta oats which are low-glycaemic and hypoallergenic.” It is available in 13 kilogramme, 6.8 kilogramme, 2.27 kilogramme and 340 gram bags.

The Hem and Boo Chill Out Mats are “irresistibly soft and super chunky” with a waterproof, non-slip base making them suitable for all dogs and ideal for placing in crates, carriers, the car or just “chillin” anywhere.

The mats are available in five sizes, from small (24 inches) to large (49 inches extra). The company says the bed collection is “all about comfort, style and practicality!”

Information: 0151 632 1125 or www.hemandboo.co.uk

Information: 01737 767 679 or www.bernpetfoods.co.uk Natural Pet Products hh PetzLife Oral Care spray and gel work “fast and naturally” to help remove plaque and tartar in dogs and cats. When used daily, the natural ingredients promote healthy gums, brighten teeth and kill the bacteria that causes bad breath. The ingredients mix with the pet’s saliva when applied on the teeth and coat the teeth and mouth, so no toothbrush is required.

The company says the blend of grapefruit seed extract and other natural herbs and ingredients produce a safe and effective oral care maintenance programme especially for senior pets.

Information: 01926 331 514 Barker and Barker hh Barker and Barker’s healthy training treats and supplements have been made in Britain for 30 years. The small family business is passionate about pet health and believes that a trained dog is a happy dog. The company says the small, low fat and non-messy treats are “ideal for repeat rewarding during training or general anytime treating.”

The selection includes liver, garlic, cranberry, arctic fish and vegetarian.

Tasty Toppers and conditioning powders are also available. Barker and Barker is offering new retailers free delivery on their first order.

Information: 0845 519 8803 or www.dogtraininginfo.co.uk

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12

Taking stock

Scruffs gg The Scruffs Monaco collection is produced using a durable faux leather cover combined with a matching super-soft, fleece-lined sleep area. There is a vintagestyle racing stripe running through the middle of each bed with an embroidered Scruffs emblem in the centre. The Scruffs Monaco collection is finished with contrasting faux leather piping, available in three sizes of soft walled dog bed, and a 100 by 70 centimetre pillow bed.

Information: 0161 702 5060 or www.petslovescruffs.com

JMC Aquatics Ltd jj

MPM Products jj “Applaws’ message is a simple one,” says MPM Products. “Dogs need a dry food that contains 75 per cent meat because they’re carnivores. They need meat to survive, to thrive, to be 100 per cent healthy. Cereal protein isn’t good for dogs so you won’t find it in Applaws. Instead you’ll find an improved formulation and a natural, active pro-biotic, so that all dogs can be as healthy on the inside as they look on the outside. And just to make sure that Applaws ends up in the shopping basket, we’ve come up with a massive trial offer of up to 50 per cent off.”

JMC Aquatics’ “new and improved” Catfish Pellets can now be fed to an even wider selection of tropical and coldwater fish. Slightly smaller than the original pellet, the new size makes them an ideal staple food for small fish such as swordtails and barbs, and for larger angels, koi and even stingray. “A truly essential food for any serious aquarist,” the pellets are available in 100 gram, 200 gram, 400 gram and 850 gram tubs.

Information 01246 415 275, jess@jmc-aquatics.co.uk or www.jmc-aquatics.co.uk

Information: 0800 083 0599 or www.applaws.co.uk

Nurtured Pets gg The Anti-ChewStrip from Nurtured Pets is an effective deterrent to stop young puppies destroying household furnishings. Available on a five-foot roll from wholesalers, it has also proven to be successful in stopping cats scratching household furnishings. Serving as a nose deterrent, the Anti-ChewStrip can be placed on door frames or furnishings to stop this very frustrating behaviour. Nurtured Pets also offer the Anti-LickStrip Prevent, a nose and taste deterrent for dogs and cats to stop licking, biting and chewing minor wounds, insect bites, lick granulomas and hotspots. It is available in packs of two or six plasters from wholesalers.

Information: 0247 630 2222 or sales@nurturedpets.co.uk

Zoological International Ltd hh Zoological International Ltd is now looking forward to the new addition of a breeding facility here in the UK. 2012 will mark the start of its captive breeding programme concentrating on Hermanns, Dwarf Hermanns, Mediterranean Spur-thighed, Marginated and Indian Star tortoises. The company says: “This will give customers an opportunity to choose UK captive-bred tortoises and will offer the ethical option rather than imported tortoises.”

Information: 01268 727 241 or www.tortoisesdirect.co.uk

14

Taking stock

Kong hh “New year, new you!” says Kong.

“Top of most people’s list is to ‘get fit and lose weight,’ so why not encourage your customers to make this resolution for their dogs too?”

Dog obesity may be increasing but Kong believes it has the answer with the Wobbler, which it describes as a “brilliant and very popular treat and food dispenser.” Fill it with small treats or kibble and, for pets who are overweight or eat too quickly, measure dry food into the Wobbler instead of a feeding bowl to help prevent food gulping. The Kong Wobbler comes in two sizes: small, for dogs up to 12 kilogrammes, and large, for dogs which are 12-plus kilogrammes.

Dorwest Herbs Ltd ii

Information: www.kongcompany.com

Joint problems? Dorwest has it covered with its range of herbal medicines and dietary supplements for cats and dogs.

Garlic and Fenugreek tablets and Mixed Vegetable tablets are both licensed to treat arthritis, and the company also offers high-quality joint supplements to help aid flexibility and mobility. New customer information leaflets regarding joint problems are now available free of charge upon request to complement others in the range. Retailers can also take advantage of an extra 10 per cent off glucosamine and chondroitin tablets throughout January 2012.

Information: 01308 897 272, trade@dorwest.com or www.dorwest.com

Royal Canin jj “Very small dogs are growing in number,” says Royal Canin, “and their long life expectancy (16 years plus) makes them a huge growth area for specialist retailers.” Royal Canin’s response to this has been the latest in nutritional precision – introducing the X-Small range in Junior, Adult, Mature +8 and Ageing +12, for dogs weighing up to four kilogrammes as adults. Also available is the Mature +8 and Ageing +12 options to the Mini range for dogs up to 10 kilogrammes.

Pack sizes are available in 1.5 kilogrammes.

Information: 0845 300 5011 or www.royalcanin.co.uk

Law Print & Packaging ii From January 2012, Law Print & Packaging will offer a new range of packaging formats manufactured by the Takigawa Corporation of Japan. Takigawa is one of the world’s leading specialist pouch manufacturers, with a wide experience of supplying multi-national companies within the pet food industry across the globe. Among the range on offer from Takigawa is the newly developed, single-lip, flat bottom pouch, particularly suited to the under threekilogramme category, offering stability for light products and quad-seal bags with top zippers and sliders. The company looks “forward to introducing these new products to its existing and new customers in the UK.” Information: 0161 440 7302 or www.lawprintpack.co.uk

Urns UK gg Urns UK stocks a huge range of pet cremation urns and memorials, offering a variety of styles and materials including solid brass. It also stocks a range of ash jewellery and smaller keepsakes. The company says: “Many pet owners are looking for the optimal way of paying tribute to their beloved pets. Our high quality cremation urns are proving to be just the memorial they are looking for.

Open your trade account today and offer your customers the choice they deserve.”

Information: 0844 818 1107, info@urnsuk.com or www.urnsuk.com

16

Geckos

In cold blood

Famed for their ability to walk up walls, geckos are one of the most popular reptiles. Mark Amey looks at the reason for the wide appeal, their care and the advice retailers can offer to potential owners

Geckos

T

he British Federation of Herpetologists estimates the growth in popularity of keeping reptiles will continue to the point where they will overtake the country’s nine million cats as the most popular of Britain’s pets. Chairman of the Federation, Chris Newman, says: “There are now, without question, more pet reptiles than pet dogs in the UK. You only have to look at the way the market has grown. I have no doubt that there are now between seven and eight million reptiles living as pets in the UK.” While they may not be the cuddliest of creatures, they can be far more suitable as pets than more conventional cats and dogs.

They are relatively cheap to buy, require less upkeep than many other pets and are far more suited to today’s modern lifestyles.

The five most popular reptiles include bearded dragons, corn snakes, royal pythons, Hermann’s tortoises and leopard geckos.

These small lizards make ideal pets as they are not dangerous, don’t tend to bite and are in fact known for their friendly, outgoing nature. However, as with all animals, it

is important that your customer knows what is involved in their upkeep and the commitment they are taking on when they purchase a gecko.

Housing

Leopard geckos are best housed in as large a cage as possible as this will take into account their rapid rate of growth. Ideally it should measure about 60 centimetres by 45 centimetres by 45 centimetres.

Your customer will also need additional equipment such as a UV light with two per cent UVB, which should be left on for 12 to 14 hours a day in the summer and eight to 10 hours in the winter.

A heat pad with a thermostat should be fitted at one end of the tank, so there is a warmer and cooler area, and the temperature should be kept between 27 and 30°C during the day and between 20 to 22°C at night.

Much of the success in keeping geckos comes from the skilful manipulation of the ventilation. They usually require low humidity and cannot stand stagnant air conditions, so make sure your customer keeps a constant flow of fresh air moving about the cage. A simple, light, daily misting with a hand sprayer will provide the required humidity.

Most geckos can be kept singly or in groups but mature males should not be kept together as they will fight. The cage should have plenty of retreats and visual screens

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to allow the animals some privacy and you should advise your customer to watch out for any bullying, particularly among juveniles.

The tank should be lined with calcium sand or newspaper and a container of moist moss provided within the enclosure, which will help when the gecko sheds its skin.

Handling

To handle any lizard, the whole animal should be gently grasped and held in the hands. The gecko should never be picked up by its tail or roughly handled as the tail may fall off (autotomy). Most other species will tolerate being handled, but do not really like it. Your customer will need to learn how to remove the gecko from the cage, as this will need thoroughly cleaning out every eight to 10 weeks. Faeces will need to be removed every day with a sand sifter or sieve – the gecko will usually use a particular corner of the enclosure.

Food and feeding

Insects like crickets and locusts form the staple diet in captivity for small specimens.

Insects should be dusted with a vitamin and mineral supplement such as Repton or Nutrobal, or get your customers to ‘load’ the insect food by feeding with cricket and mealworm diet, but they should not do both! Other insects such as wax worms and mealworms can also be fed but these are best given only occasionally as a treat.

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Geckos

Another occasional meal could include a commercially-prepared, fresh meat reptile diet or a thawed, frozen rodent pinks.

With all food it is important to balance the nutrients. Geckos grow very rapidly, so any dietary deficiency will quickly result in deformity. Calcium and the associated vitamin D3 are particularly important.

One gecko may eat up to 10 or more insects at one meal – it will depend upon its size. Your customer should feed the gecko every other day, with just enough to be completely eaten in 15 minutes. Always offer the food in the evening and try not to leave an excess of uneaten insects in the cage. A small dish kept full of fresh water should always be available and the gecko will drink from this, but should not be allowed to bathe in it.

Health and disease

Leopard geckos live for many years in the wild, but seem to live even longer in captivity. They should be energetic and bright-eyed and have a fat reserve around the base of the tail. If the pelvis or ribs are protruding, it may be a sign of poor diet, dehydration or parasites.

They do not suffer from many diseases and veterinary attention is rarely needed.

Maintaining the correct environment and

diet will preclude most problems. The most often encountered preventable disease will be a metabolic bone disorder caused by insufficient vitamin D3 or calcium.

An increasing and dreaded disease is cryptosporidiosis (often shortened to crypto).

This is caused by an internal parasite, a type of coccidian with a direct lifecycle, which means it can be passed directly and can remain dormant for many months or years with no symptoms. When the signs of the disease do emerge they include weight loss, mucus-covered, regurgitated food and a visual darkening of the liver. Untreated, this

can lead to a long and distressing death!

If a gecko doesn’t have access to the correct moisture in the form of a moss box, it will have problems shedding its skin. Old skin can get stuck around the feet and tail and can eventually cause digits to fall off.

Good practice, hygiene and first aid will probably deal with the rest. Advise your customer to take the gecko to the vet if it loses its appetite, becomes lethargic or if they notice anything abnormal. Pet lizards do not pose a real threat to human health providing all the normal hygiene precautions regarding humans and animals are observed.

Supplier Listing Euro-Rep: www.eurorep.net Monkfield Nutrition UK: www.monkfieldnutrition.co.uk Peregrine Livefoods: www.peregrine-livefoods.co.uk Simons Rodents: www.simonsrodents.co.uk Vetark: www.vetark.co.uk Zoological: International Ltd www.tortoisesdirect.co.uk

Comment

Top tips for 2012

Michael Bellingham gives retailers his top tips on selling pet food in 2012

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ith pets becoming more established as one of the family, the pet food market continues to grow and we predict an even busier year in 2012. We have summarised our top tips for retailers below:

Know what you are selling

Prepared pet foods have become more innovative and ranges have been greatly extended. It’s not an easy job to keep on top of developments and pet retailers now need to know far more about the product offering than they did 10 years ago. In addition to being able to explain the pros and cons of wet and dry food to first time owners, retailers need to know about other numerous formats; the range of health-supporting products; and the offering for different ages, among many other things. Our advice is to listen to the manufacturers and accept their offer of training or look online at their websites to make sure you are up-to-date with the range extensions.

Remember the small animals

Whether retailers are selling to owners of dogs and cats or small animals such as rabbits, hamsters and guinea pigs, there is an extensive range of food and treats available. Retailers have much more space dedicated to fish and bird food, so make sure you are up to speed on the offering.

Customers can also give you valuable feedback on what works for them.

Maximise sales and encourage customers to trade up

With an almost overwhelming range of products, it is important to minimise confusion in-store to make shopping a positive experience for your customers.

Last summer in Pet Gazette, we discussed the techniques used to market products in store and I would stress the importance of lighting, signage and tactical product placement. The most

wanted products should be at the back of the store with small impulse purchases displayed at the point of sale (POS).

Be prepared to advise new owners

Although we do not encourage purchasing a new pet for Christmas, we realise that this is often inevitable.

We need to work together to promote responsible pet ownership so pet retailers need to be prepared to give good advice to new owners. Make sure you have tips and advice on diet, or why not work with your local vet to promote the importance of initial vaccines and encourage a more pro-active approach to preventative healthcare and responsible pet ownership? Retailers can also display essential products for a new pet alongside top tips for new owners on many websites including our own: www.pfma.org.uk

Educate yourself

It is hard to keep up with range extensions, labelling regulations and the availability of educational resources, so it is important for retailers to do everything they can to keep on top of industry news.

Reading magazines such as Pet Gazette can keep you up-to-date and utilise the training and advice provided online by organisations such as the Pet Care Trade Association (PCTA) and the Society of Companion Animals (SCAS). You can also check individual manufacturer sites and our own website.

Give advice on obesity

Unfortunately, we believe that obesity will continue to be a problem among the pet population until pet owners’ knowledge and behaviour changes. Good nutritional advice should therefore remain at the core of customer advice.

Pet retailers should look for free educational material, which can be given to customers with each purchase and displayed in-store.

Work with your community We predict that 2012 will be a year for organisations to pool their resources and work together. This applies to the pet industry as a whole and pet retailers should look to their community for support. Local vets, dog walkers, behaviourists, rehoming centres and groomers – in addition to pet retailers all share objectives, so why not see how you can help each other by cross-promoting your offering? Don’t forget the growing community of pet owners online and see if there are ways you can promote your services on local networks.

IMPROVING ACCESSIBILITY OF YOUR STORE

Winter is a hard time for many pet owners, especially in rural areas. Some pet retailers offer a home delivery service for loyal or needy customers, which makes a huge difference. Unfortunately, many shops are struggling to compete with online retailers. We should all think about how we can improve our offering within the local community and aim to make shopping a happier experience.

About the PFMA The Pet Food Manufacturers’ Association is the principal trade body representing the UK pet food industry; a key focus of activity is to promote animal welfare and responsible pet ownership. Its 60 members account for over 90 per cent of the market and produce a wide range of products for cats, dogs, rabbits and other pet animals.

To find out more or download some useful information sheets for you and your customers, please visit: www.pfma.org.uk

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Senior dog special

Golden years

As dogs enter old age their needs change, and as Sarah Jacotine discovers, their owners will need to give them a little extra care and attention

Senior dog special

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ust as our average life expectancy is going up, dogs today are living longer than ever – the world’s oldest dog recently died at the staggering age of 26 years and eight months – thanks to better veterinary care, improved pet nutrition and greater awareness of responsible ownership. Just as people crave certain creature comforts as they grow older and wiser, dogs need a little extra care to help them enjoy their twilight years.

The best step owners can take for their older dog is to make them comfortable and they should approach the onset of old age in their dog by making a few simple adjustments. Savic’s Ergo Raised Dog Feeder is a great example of a simple solution to ease the neck and back strain experienced by older dogs. It can help the senior dog maintain a good posture during eating and improve overall digestion.

It can also keep foreign bodies out of the dog bowl, which reduces the risk of picking up a food-related bug – all the more important

considering older dogs don’t have the tenacious immunity of their younger counterparts.

Similarly, dogs of a certain age commonly suffer from problems associated with their joints and spine and may benefit from a dog bed that helps to reduce pressure. Many owners turn to beds made from orthopaedic memory foam, which adapts to a dog’s contours and can relieve pain from arthritis.

As with elderly people, senior dogs may find a fall difficult to recover from, therefore prevention is key. Covering tile and wood floors with rugs to make surfaces less slippery, or applying a thin layer of a product like Shaws Paw Wax when venturing outside, can prevent serious injury, especially if dogs are heading out for a walk on icy surfaces. Many owners will appreciate the convenience of anti-slip socks like Canine Equipment’s new PAWks, which improve traction on slippery surfaces and protect dogs which have foot injuries. 

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Senior dog special

Weight gain can be a problem for older dogs and as founder of Burns Pet Food John Burns BVMS, MRCVS says: “Obesity tends to occur in the dog which is less active physically, whereas the active dog will tend to discharge the excess.” It is therefore important for owners to adjust their dogs’ food accordingly and a high fibre diet can be particularly suited to older animals. Burns High Oats recipe is low in fat and protein and its high digestibility means that the dog can feel satisfied by a small volume of food.

James Wellbeloved offers a Lamb and Rice Kibble specially formulated for senior

dogs that includes a blend of omega 3 and 6 to promote a healthy coat; natural chicory to encourage beneficial bacteria in the gut; and chrondroitin and glucosamine for joint support. As dogs age, so do their organs, and the absorption of food may not be as efficient, so it is advisable for owners to look for an easily digestible diet such as Skinner’s Light and Senior, which is wheat-glutenfree, contains chicken and rice and delivers a balanced formulation of food that’s lower in fat and higher in joint-friendly nutrients.

Low-calorie and low-fat treats also need to be on the menu and the Snack Shack treats

from Doggy Things are made from natural ingredients and baked to make them a healthier alternative. Available in two flavours – Belly Bones contains natural pre-biotics to aid digestion while Silky Smooth is enriched with fish oil and linseed to keep dogs’ coats healthy and shiny. Natural Pet Products has also responded to consumer demand for healthier foods with its Pet Munchies brand.

Made from 100 per cent chicken, beef and liver, and slow-roasted in their own natural juices, the company says treats are suitable for all breeds including senior dogs with tender gums.

Senior dog special

As well as feeding, elderly dogs can benefit from a wide range of supplements which can be added to their diet. Manufacturer of veterinary herbal medicine Dorwest Herbs stocks an extensive range that includes glucosamine and chrondoitin to ease the symptoms of arthritis and joint pains. The company also says that as dogs reach the latter years of life, symptoms resembling senility can sometimes occur including loss of appetite, anxiety and random barking. To combat this it offers Scullcap and Valerian tablets, which it says “will help to relax and relieve anxiety and provide the animal with a calmer outlook.”

Walking still needs to be a part of an older dog’s daily life, but exercise sessions should be shorter and harnesses rather than collars ought to be recommended for dogs that are experiencing neck strain. A product like Ruff Wear’s Web Master Harness is great for elderly dogs as it has a back handle that allows owners to lift their pet over obstacles or up the stairs.

While ageing is an inevitable process, it’s important for retailers to remind owners that there is plenty they can do to help their dogs

stay healthy for longer. Support office vet, Huw Stacey from Companion Care Vets, which has over 85 veterinary surgeries around the UK, comments: “The ageing process in dogs can begin to affect most organs; some wear out faster than others and in different breeds the age where one is considered ‘elderly’ or ‘geriatric’ varies.

“Many conditions in old dogs can onset gradually over time and since the owner knows them better than anyone, they should be alert for subtle changes in their pet’s behaviour or health, and pro-actively report any concerns to their veterinary surgeon.” Some key things to keep an eye on in elderly dogs include: • becoming more grumpy, short-tempered or aggressive; • appearing lost and disorientated; • seemingly less friendly and less enthusiastic in greetings; • vomiting more often than normal; • eating less than normal; • pacing, restlessness and inability to settle; • drinking more water; • toileting accidents in the house; • reduced mobility (not being able to jump up or go on walks); • a matted or unkempt coat; • lack of response to command; • weight changes; • sleeping more during the day and/or sleeping less at night.

With the best will in the world, senior dogs will inevitably face health problems and require medical attention, however a great deal can be done to provide proper nutrition, exercise, arthritis management and other helpful aides.

Excellent veterinary care and small changes at home can improve an older dog’s quality of life for years to come, and retailers are in an excellent position to offer simple advice and recommendations that have the interests of old age pooches at heart.

Supplier Listing Burns Pet Nutrition: www.burnspet.co.uk Doggy Things: www.doggythings.co.uk Dorwest Herbs: www.dorwest.com James Wellbeloved: www.wellbeloved.com Natural Pet Products: www.naturalpetproductsltd.com Phytoforce: www.phytoforce.ie Roger Skinner: www.skinnerspetfoods.co.uk

Supplementary information

Veterinary surgeon and specialist in herbal medicines Ray O’Mahony MVB, MRCVS, CVH says that senior dogs can benefit from a range of herbal remedies as they get older.

The first signs of old age in our dogs are very similar to those felt by those of us old enough to experience them – aches and pains; taking longer to recover from little injuries; having less energy; and feeling the cold, especially when the damp creeps into the muscles and joints.

As the signs progress many animals will lose interest in going for walks, spend more time in bed during the day, become restless at night and are generally far less interactive with their owners. Ageing is something we all have to live with, but it is possible to make the whole process more comfortable and dignified.

There are many ways owners can help their pets cope with the onset of old age and clearly both exercise and diet are important. Owners can engage their pets in games and encourage them to get out of bed by taking them on walks they enjoy – changing the route can keep them interested. Now may also be the time for a change in diet as older dogs need improved quality protein. This is easier to digest and produces less waste for the liver and kidneys to deal with. A good quality diet with highly digestible protein also provides all the building blocks for repair and maintenance of muscle mass that is now so important.

Besides diet, anti-oxidant supplementation can also be of great benefit to older pets and can neutralise free radicals. Anti-oxidantrich herbs like rosemary and ginkgo are some of the most effective circulatory stimulants known and can improve alertness and cognitive function during the day and promote sleep at night.

Herbs such as filipendula ulmaria effectively promote normal joint function and motion, particularly when combined with anti-oxidants and circulation-boosting herbs.

In fact, a well-constructed herbal formula can make a profound difference to the comfort and mobility of older dogs without the side effects seen with anti-inflammatory drugs. This ability to target many body systems at once, for maximum health benefits, is one of the many advantages of herbal medicine, particularly in older dogs where many systems are usually in need of support.

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Veterinary care

Field of dreams A practice in Surrey is pushing the boundaries of veterinary medicine to offer its patients some of the most innovative and advanced diagnostic, surgical and rehabilitation facilities for small animal neuro-orthopaedics in the UK

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Credit: Matt Connor

hen a cat or dog enters Noel Fitzpatrick’s veterinary centre for treatment there are two key questions he will ask: “Is this the very best I can do for this animal,” and “Is it the best I can do for the guardians of this animal?

There can be no doubt that this pioneering vet has gone to extraordinary lengths to help those in his care. He has created one of Europe’s most advanced neuro-orthopaedic centres for cats and dogs and has introduced a new form of ground-breaking surgery that may have a wider impact in the field of human medicine.

In July 2007, he performed a two-hour operation on a Belgian shepherd named Storm who had lost a limb through cancer. He fitted a unique prosthetic paw, which connects to a titanium-alloy rod implanted in the dog’s right foreleg. As Noel himself explained, at the time of the operation, “the holy grail of prosthetic surgery is to have skin grow into metal. Storm is the first creature to have this type of implant put in successfully.” Hailed as the ‘Bionic Vet’, Noel has since gone on to perform life-saving surgery on Radio 2 DJ Chris Evans’ dog by effectively re-building his spine, and in a three hour operation gave a cat artificial feet after its rear paws were chopped off by a combine harvester.

Since he qualified as a veterinary surgeon from University College

Credit: Matt Connor

Dublin in 1990, Noel has been striving to create what he describes as his ‘Field of Dreams.’ He says: “I had always wanted to build a home for the aspirations I held when I first became a veterinary surgeon – a chance to make a difference to a world ever-more divorced from the creatures to which we have dedicated our professional lives.”

He has now achieved this with the opening of a £10 million state-of-the-art clinic at Eashing in Surrey. Combining cutting-edge diagnostics and surgery with rehabilitation techniques including physiotherapy and hydrotherapy, Noel hopes it will “transform the future of orthopaedic practice in both human and animal medicine.”

Fitzpatrick Referrals is the only private veterinary surgery in Europe to have a Siemens 1.5T MAGNETOM Symphony closed field MRI scanner – one of the most advanced and innovative diagnostic tools in veterinary medicine. It provides ultra-clear high resolution images of bone, spine, brain and soft tissues. This enables more rapid and accurate diagnosis of both routine problems such as slipped discs and potentially life-threatening conditions, including tumours. The clinic also has a state-of-the-art arthroscopy system that allows joints to be viewed with superb clarity and magnification – particularly useful for very delicate procedures where ‘keyhole’ surgery can be performed with minimal side-effects to the patient.

As well as investment in the latest equipment and the skilled team

Veterinary care

Noel Fitzpatrick Credit: Matt Connor

of surgeons, the centre also offers its patients high levels of after-care.

As chartered physiotherapist Fiona Doubleday explains, “at Fitzpatrick Referrals, rehabilitation supports the neuro-orthopaedic intervention by promoting increased mobility, reducing pain and swelling, improving healing, reducing recovery time and ultimately improving function.” The practice is currently the only one of its kind in the UK to offer full time, in-house physiotherapy, and this plays a crucial role in helping the patients on the road to recovery. As Fiona adds, “we play an essential part in the post-operative recovery phase and the rewards are immense when patients return to a pain-free, functional quality of life.”

She cites the case of a six-year-old Somali, fox-red cat called Pip who was diagnosed with bone cancer in his left, hind leg. Rather than see the limb amputated, the owner opted for surgery and an internal hinged prosthesis was developed to replace the cancerous bone. A programme was developed which included daily physiotherapy and hydrotherapy for four weeks. As Fiona explains, “the team have been working hard on strengthening muscles, correct limb placement and weight bearing and Pip has now gained a good range of motion and his muscle mass is increasing slowly.”

Fiona says that more veterinary practices in the UK are increasingly aware of the benefits of rehabilitation but many do not routinely

offer it. She adds: “In general practice, it is normally owner-led and the therapist has to gain authorisation from the owner’s vet.” At Fitzpatrick Referrals, the team work under veterinary authorisation and assess and design individual treatment packages for their patients on-site and then progress their rehabilitation accordingly as outpatients. All physiotherapists are members of the Association of Chartered Physiotherapists in Animal Therapy (ACPAT).

For some pet owners the idea of immersing a pet in water – especially cats – may seem a little alarming, but Fiona says: “Most of our patients love their hydrotherapy sessions. If there is a nervous dog or cat, then appropriate handling is crucial to building their confidence. Normally the patients are very accepting and after one or two sessions look forward to their pool time.”

For the physiotherapists and all the members of staff who work at the centre there is a great sense of pride in their work. As Fiona says, “we enjoy the more routine surgeries as well as the more pioneering work that is being done here.” The central goal governing the practice is to create “an environment where medical progress for animals and mankind will flourish together,” and with the constant development of new surgical techniques and the desire to make the seemingly impossible, possible, Fitzpatrick Referrals is well on its way to achieving this aim.

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Pet bereavement

Set in stone Rebecca Hoh looks at the increasing number of companies helping pet owners to cope with the loss of their pet, from counselling and cremation services to the provision of highly-personal memorials

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he UK is famous for being a nation of pet lovers with the affection shown for our furred and feathered friends evident in the statistics - over 50 per cent of Brits own a pet, including 7.7 million cats and 6.6 million dogs. It is hardly surprising that owners can be greatly affected by the death of their pets and today there are many ways to help them commemorate their lives and deal with their passing, just as we do with our friends and relatives. In fact, many people do not differentiate between the two, asserts Sue Christy, a trained pet bereavement counsellor who helps owners come to terms with, and move on from, the loss of a pet.

“With an ever-ageing population and the disbandment of the family support system, many of us spend significant amounts of

time with our animals, often referring to them as our best friends, companions and even children, Sue says. “For many of us, pets really have become family members.”

Alongside her other work at Sue Christy Counselling, she sees many clients who are struggling with the death of an animal and, as with many pet bereavement services, it is a business established as a direct result of personal experience.

“During my training as a professional counsellor I lost my beloved chocolate Labrador, Bronte, to rectal cancer. The impact of her loss had a profound effect on me and I was staggered by the lack of empathy available from others,” she says. “I was particularly struck by comments such as ‘it was only a dog’ and ‘you can always get another one.’ I had never felt so alone in

my grief, and at times, questioned whether I would ever see a way through my pain.”

This experience prompted her to study more about the human-companion-animal bond. She underwent specific training with the Blue Cross, which offers a Pet Bereavement Support Service, and was soon appearing on local BBC Radio talking about the subject. She also feels that people can hang onto feelings of guilt as a result of euthanasia, with the decision to end a life resulting in much inner turmoil.

For this reason giving pets a proper send-off can help with the moving on process. Dignity Pet Crematorium provides a service for the departure of pets and offers individual cremation ceremonies at its location in Hampshire. Started by Barry and Carole Spurgeon in 1992, their children – including their son, Kevin – now run the business, and he explains how the idea came about: “My parents watched a documentary that explained how deceased, much-loved family pets were put in a bag and stored in a freezer at the vets until they were collected on a weekly basis, along with the practice’s clinical waste, by a pet crematorium. What they saw upset them so much, they decided

Pet bereavement

to start a service that would offer owners a much more dignified and respectful send-off.”

The couple had a dis-used Victorian brick kiln in their garden which they repaired. They then applied for council permission to house a purpose-built pet cremator in the historic building. Permission was granted and Dignity Pet Crematorium was born.

“We’ve gone from cremating 125 pets in our first year to looking after over 400 pets each month from hamsters to Great Danes, all individually cremated,” says Barry.

“Clients receive a courtesy call from us when a pet arrives at Dignity and we discuss any special requirements prior to carrying out the cremation. Some owners want to be present or simply want their pet’s ashes back later on the same day. We allow them to choose what they want for their pet, which is a very important part of the grieving process, as often owners feel forced into having their pet euthanised, which can make people feel like they have been swept along without choice.”

Dignity has recently been granted planning permission to allow human ashes to be scattered alongside pets within the grounds and is currently working on a unique Remembrance Walkway that will link a new

purpose-built pet crematorium with the ancient brick kiln. Here, owners can have a special wall plaque or engraved paver put in the walkway in memory of their pet.

Farewell My Pet, a trade subsidiary of Bradnam Joinery, which has been producing coffins and caskets for the public for over 100 years, has found there is a huge demand for items for animals, as Jay King of the company explains: “From time-totime people would ring and request a pet casket. I decided to do some research into pet bereavement products, fast realising that there wasn’t a lot of choice out there.

We started off by making a few products ourselves to see how the market went and six years later we are one of biggest suppliers of pet bereavement products in the country.”

The team has even started exporting to France and Italy.

“We all understand losing a pet can be very difficult. We provide a fast and quality service so that our customers can have closure, as often grieving cannot start until their pet has been buried or cremated,” says King of the way they work. “Customers often email, saying it has helped them move on, knowing they have given their pet a dignified

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Pet bereavement

send-off.” The company also creates animalorientated ash urns as well as headstones – perhaps the simplest way to add importance to a pet’s place of rest. In fact, these are one of Farewell’s most popular products, from traditional granite options to rustic stones like the Welsh Paddle.

Craftsmen Bill Ferguson of Glass Footsteps provides pet headstones and his story also began with the death of his own pet. He explains: “When our beloved rescue cat Misty went missing aged 16 years we were distraught, especially as he didn’t pass away at home. We felt we needed a special memorial for him so we made our first one to remember him by. As our grief eased we thought maybe we could help other bereaved pet owners by offering a service producing stained-glass pet memorials.” Bill creates each handcrafted memorial individually, after extensive consultations with the customer.

He says: “Many people often send photos of the memorial in situ, in their garden on their pets’ grave, which is often in their pets’ favourite spot where they used to lie in the sun.”

Some owners even go so far as to wear a piece of their beloved pet, using fur and hair to create all manner of keepsakes. Designer and silversmith Heidi Abrahamson makes accessories from cat hair and explains: “The idea came about through my friend, Kate Benjamin of Moderncat.net. She regularly brushes her nine cats and started felting the hair into hard balls, which her cats enjoyed

playing with. She showed me the hairballs and, as I see everything as a possibility to make jewellery, I started experimenting.”

A couple of months later, the pair came up with a concept to make a statement for the little-known event, National Hairball Awareness Day, and the pieces have now been posted in many blogs, appeared on the TODAY Show and in countless magazines, and still continue to grab attention. Heidi’s own story also comes from personal experience, as last June she lost her beloved Puccini, a 12-yearold Oriental Shorthair cat. She says: “Because of the project, I had kept a few tufts that I’ve put in a couple of lockets. It is comforting to still have a part of him. So, I think having this sort of jewellery made is a great option for those who want to remember their pet.”

Admittedly, this may not be to everyone’s taste, but what this clearly demonstrates is that today’s pet owner can mark the passing of their companion in their own unique way with services provided by people who can help them come to terms with their loss.

Supplier Listing Dignity Pet Crematorium: www.dignitypetcrem.co.uk Farewell My Pet: www.farewellmypet.co.uk Ferguson Stained Glass Stepping Stones and Pet Memorials: www.glassfootsteps.com Fibrous: www. fibrous.com Heidi Abrahamson: www.heidiabrahamson.com Sue Christy Counselling: www.suechristycounselling.co.uk Urns UK: www.urnsuk.com

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EPoS solutions

All systems go Ian Tomlinson, managing director of EPoS and e-commerce solution provider Cybertill, sets out a few tips for success when it comes to selecting an EPoS system and achieving a painless implementation

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s in so many areas of life, there is nothing to beat self-knowledge.

The first ingredient of a successful EPoS purchase is some soulsearching to establish the type of retailer you are and the way in which you envisage your business developing.

Audit your market and your technology and ask yourself if you are keeping up.

Don’t just look at the problems you are experiencing today. Test any prospective purchase against current issues and then look beyond them to those that may arise three to five years down the line. Bombard yourself with questions and be honest in your answers.

• What is your objective?

• What business problems will this new system solve?

• What is your current level of in-house expertise?

• What kind of help would you need to run this system successfully?

From this, you can start to build a definitive list of requirements. Every retailer wants business efficiency and increased profits from any investment, so it’s a good rule of thumb to judge your future purchase against four fundamental ‘more or less’ criteria: • Risk – will this system introduce more or less risk to my business?

• Income – will I generate more income or will the cost outweigh the benefits?

• Time – will the new system require more or less time than I spend on my manual processes or on my current system?

• Expense – will I spend more or less in running costs than I do now?

Remember that a software system will highlight both your strengths and your weaknesses. If there are problems in your

EPoS solutions

business, it won’t make them go away. It’s important to have realistic expectations but, if you’ve never used an EPoS before, how can you judge what is realistic?

An IBM study found that three per cent of turnover is usually lost via a non-EPoS till, through a combination of unintentional mis-keying and staff fraud.

Our experience with hundreds of clients reveals the following levels of improvement that come from the use of EPoS. Firstly, stock holding can be reduced by an average of 30 per cent. This comes from gaining (often for the first time) absolute clarity on what’s selling (and therefore the ability to get rid of what’s not selling) and an ability to make sure that required stock is always available. With a good EPoS, you can know your product and know your business.

An EPoS system will certainly help you to increase turnover – our clients report an average gain of 10 per cent. Armed with the ability to analyse what you sell and to collect customer information, you’ll have the tools to develop good customer relationship management based on customised promotions, prices and communication. When it comes to gross profit, an increase of between four and eight per cent can be expected. This comes from a variety of means, including being able to use your accurate sales data to negotiate better supplier terms.

Buying an EPoS system isn’t simple and it isn’t fast. It takes time to select, to implement and to really start to achieve business benefit. It’s not a ‘plug-in and go’ solution, so you need to dedicate time

With a good EPoS, you can know your product and know your business to getting the best out of it. Realise that the investment of your time is a more significant cost than investment in the system purchase. If you are not starting from a blank sheet of paper, but have an existing system which you’re planning to upgrade, take a hard look at the gaps you need to plug but also make sure you retain all the positive elements that are working for you.

Implementing an EPoS system is not something to be undertaken lightly or frequently. Aim to future-proof your purchase so you don’t have to do this again in two years’ time. It’s rarely easy to predict the pace at which your business will develop, so make sure you invest in a system that is easily scalable, for example where the addition of a new store causes minimal system disruption.

Many EPoS systems have similar capability. What makes the difference between a good system and a great system is invariably the rapport between client and supplier. The calibre of training, support and customisation you may need, come down to the level of expertise and experience that your supplier can bring to bear. Do your homework and make sure your supplier is stable, financially-viable and very experienced. Confirm that you share a common business culture and agree how your relationship will be conducted. Then talk to as many of their clients as is practical and get a feeling for how support will work on a day-to-day basis.

By all means bargain hard but, at the end of the day, make sure you achieve a good deal for both parties. We’ve picked up the pieces with many clients who had negotiated a former supplier down to an unrealistic price and were let down by the support and service they subsequently received. Once again, in technology as in life, you get what you pay for.

You’re just about to sign the contract and you get cold feet. Should you pilot the system before committing to it wholeheartedly? While pilots can be a good idea, they have inherent problems and the amount of energy needed to pilot can match that required by a full implementation. Ask yourself if you want to do this two or three times? I recommend that you invest the time to work with your supplier to iron out any issues and to get your choice right and don’t underestimate the time needed to take up references and to do this task properly.

So, the decision has been made and you’re now ready to plan your implementation.

You should bear in mind that implementing an EPoS system can have as big an impact on your business and your staff as moving premises, so plan thoroughly and well ahead. The most successful projects are those where staff have been involved during the entire process and have given their buy-in to the final decision. Hopefully, you will have engaged with your staff and taken their views into account. They’ll have been a critical part of your analysis of the business and the elements to fix with a new system.

Now you can start to look at available resources. Evaluate the people and time you need for system roll-out and give consideration to what you have in terms of internal staff and what your supplier can help with. Be confident that your chosen company has the ability to guide you throughout the whole implementation.

Retailers invariably misjudge how long it takes to implement an EPoS system once an order is placed. While you should allow a minimum of three months between your order and being fully operational, there is no right or wrong to this. A system can

be implemented in a month or it can take 12 months. It all comes down to how much time and energy you can put into the process. This will be the factor that will determine how quickly you reap the benefits.

It goes without saying that you should choose a time that’s right for your business.

You know your trading patterns, your quiet times and your peak times. Planning and research may have to take place in a busy trading period, but make sure that you do your implementation and training in a quiet period. As a worked example, if you wanted to start a new calendar year with a new system, I’d recommend you start thinking about your purchase in the summer, do your homework in the autumn and place your order well before Christmas.

Even before the system starts to be installed, you can programme in training.

Don’t expect your staff to be IT experts so use the help and advice of your supplier to manage the roll-out. Equally, don’t underestimate the value of well-trained staff and the smoothness that training them in good time can bring to the implementation.

For some reason, training seems to be a thorny issue in retail. Clients, big and small, are happy to spend money on hardware and software but they invariably cut corners on training. It’s just not a saving worth making. Training at the outset, and on an ongoing basis, can contribute significantly to the success of your new system and to the business uplift you can expect from it.

You need to accept there will be some disruption to normal trading. Schedule time for staff training sensibly and, if at all possible, take them off the shopfloor to do this. This time out of the business will help them to learn. So, concentrate on training your staff and on doing it well and you will gain a great foundation to build upon.

Ian Tomlinson can be contacted at ian.tomlinson@cybertill.co.uk or on 0151 545 2060.

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Winter wildlife

Wild at heart

Martin George, wildlife advice manager for CJ WildBird Foods Ltd, offers advice on the range of products available to help the species seeking refuge in the UK’s gardens

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ildlife gardening is an increasingly popular interest. For some people this simply means gardening with wildlife in mind, by using plants that attract beneficial insects, leaving areas of grass unmown or perhaps building a small log pile. Other people prefer to go one stage further and purchase equipment with the intention of increasing the range and numbers of creatures present.

The most obvious example of this is the bird feeding industry, which has seen sales increase from around £30 million in 1990 to approximately £250 million in 2010. Over this time the number of birds which regularly visit feeders has leapt from 17 to more than 80 different species (or over 130 if occasional, rare, birds are included).

As the market has grown it has become more sophisticated and the focus of practically every supplier has moved from birds to general garden wildlife, including birds.

In many gardens grey squirrels will be the most obvious of the non-bird visitors and millions of pounds are spent every year on equipment to keep them away from expensive bird food Surprisingly, there are many people who choose to feed the squirrels by giving them their own feeders. Because of concerns about the availability of whole peanuts – a potential choking hazard to young birds – these feeders are usually accessed by an open lid and are often described as ‘birdproof squirrel feeders’. The keenest squirrel enthusiasts prefer pine nuts or hazelnuts to peanuts, despite typical retail prices of around

£14 per kilo for pine nuts and up to £20 per kilo for hazelnuts.

In cold weather, a grey squirrel may eat up to 80 grams of food a day, so it doesn’t take many squirrels to make feeding them an expensive hobby!

In terms of both turnover and overall popularity hedgehogs easily beat grey squirrels, despite spending at least four months of the year in hibernation. Many companies provide one or more specialist hedgehog foods which will typically contain a mix of cereals, dried insects and fruit. The obvious spin-off product from this is a dedicated ceramic feeding bowl, which also opens up additional sales opportunities in the form of bundled offers or hedgehog gift packs.

Hedgehogs also need shelter in which to hibernate and, later in the year, require a place to give birth and nurse tiny young, so hedgehog houses are another popular product which will sell steadily, albeit at fairly low volumes.

Beyond their obvious visual appeal, hedgehogs are beneficial additions to any garden. Their fondness for slugs and snails means they are particularly welcomed and actively encouraged by growers of vegetables or vulnerable plants such as hostas or lupins. Last year a study commissioned from Oxford University by the People’s Trust for Endangered Species* found the UK’s hedgehog population had dropped from some 30 million in the 1950s to 1.5 million in 1995 and this worrying decline in numbers is continuing. These findings

Winter wildlife

were widely publicised at the time and many people responded positively by putting out good quality food, suitably-sited shelters and gardening in sympathy with wildlife to help hedgehogs.

The fact that a report into the status of hedgehogs attracts national publicity reflects the public interest in garden wildlife that is now sufficient to justify regular coverage in the media. The BBC’s Springwatch and Autumnwatch series are regularly watched by millions, as are Countryfile and a host of other national and regional magazine programmes. Your customers are generally more aware of issues such as habitat loss, agricultural intensification and the threats to green spaces in urban areas. This has also given rise to a whole new generation of fruit and vegetable growers who are much more likely to want to garden in sympathy with nature, using low inputs

of chemicals and encouraging beneficial creatures such as hedgehogs, frogs and ladybirds.

The recession has also seen fewer people taking overseas holidays, with more electing to holiday within the UK or to stay at home and enjoy their own surroundings. As people have re-discovered their gardens as places for relaxing, entertaining and food production, there is a natural desire to improve this environment. Just a few years ago the only obvious evidence that a garden owner cared about wildlife might have been a lone nest box or bird feeder. It is now increasingly common to see log piles, collections of hollow stems, twigs and rubble formed into a bug hotel or some of the increasing ranges of off-theshelf wildlife products.

A quick look at the websites of the many companies that 

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Winter wildlife

specialise in wildlife products will show roost boxes for bats, refuges for reptiles and amphibians, insect houses or more specialist products aimed at encouraging mason bees for pollinating fruit crops or ladybirds for controlling aphids.

Responsibly-minded companies have not only manufactured and supplied goods to meet this demand but have also sought advice from experts to ensure the end-product replicates the needs of the relevant creatures. In many cases, the customer will also need specific information on how to use the goods, such as finding a suitable location. For instance, mason bees will want a home that won’t get wet while amphibians will seek a refuge that won’t dry out. The consumer also needs to know when the product should be left undisturbed – very important for nesting hedgehogs and illegal in the case of creatures such as bats. This means that companies need to train their staff so that they are able to provide good quality advice to consumers and retailers. Ideally, this should extend beyond the product to include general tips on how to attract and benefit the wildlife, and ultimately, improve the environment. * The State of Britain’s Mammals 2011 (People’s Trust for Endangered Species)

Supplier Listing Cranswick Pet Products: www.cranswickpetproducts.co.uk HG Gladwell & Son: www.copdockmill.co.uk JMC Aquatics: www.jmc-aquatics.co.uk Natures Grub: shop.naturesgrub.co.uk The Hutch Company: www.hutchcompany.co.uk Vetark: www.vetark.co.uk

CJ WildBird Foods has over 20 years’ expertise in the wild bird and garden wildlife care market. A leading manufacturer of wildlife products, the company supplies high quality bird food, feeders, nest boxes, water baths and products for mammals and insects – all with packaging and POS under the CJ Wildlife brand. For more information on CJ Wildlife’s product range, and advice on the right wildlife & bird care items to stock throughout the year contact the commercial department on 01743 709 555 or email commercial@birdfood.co.uk.You can also now tweet @ CJWildlife or visit the website at www.birdfood.co.uk/trade.

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Focus on

Focus on…

bird food and accessories Naida Ally looks at the wide range of products to help customers look after both the wild birds in their garden and the feathered friends they share their homes with

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ccording to the RSPB, over half of adults in the UK feed birds in their garden and the organisation regularly receives enquiries about what and how to feed garden birds. The questions range from the suitability of certain food for particular species to the best kinds of feeders and equipment available on the market. In terms of bird seed mixtures there is a wide variety available and their suitability for feeders depends on the contents with better mixtures containing plenty of flaked maize, sunflower seeds, and peanut granules.

Different seeds will of course attract different birds, as the RSPB advises: “Small seeds such as millet attract mostly house sparrows, dunnocks, finches, reed buntings and collared doves, while flaked maize is taken readily by blackbirds. Tits and greenfinches favour peanuts and sunflower seeds.” Mixes that contain chunks or whole nuts are suitable for winter feeding only, while pinhead oatmeal is ideal for many birds. Wheat and barley grains are often included in seed mixtures, but they are really only suitable for pigeons, doves and pheasants which feed on the ground, and deter smaller species.

Interestingly, there are a number of rather unusual foods that may attract birds to a

garden. Instead of stopping at sunflower seeds, peanuts, bird cakes and insects, the RSPB says that “meaty, tinned dog and cat food form an acceptable substitute to earthworms during the warm, dry part of the summer when worms are beyond the birds’ reach. Blackbirds readily take dog food, and even feed it to their chicks.” It is not advisable to feed dry biscuits as, unless soaked in water, they may cause birds to choke.

The conservation charity says: “Soaked dog biscuit is excellent, except in hot weather, as it quickly dries out. Pet food can attract larger birds such as magpies and gulls, and also, neighbourhood cats. If this is likely to be a problem, it is best avoided.”

Providing supplementary bird food is a pleasurable way of enjoying avian wildlife on the doorstep, as well as helping birds through the cold months, or periods of food shortage. Retailers should also remember their customers’ more domesticated feathered friends including hens and parrots. With the backyard boom in keeping chickens, many people will be seeking advice on looking after hens over the winter, from the provision of draught-free coops to extra bedding for warmth. Here is a selection of foods and accessories to inspire bird care both within the home and the great outdoors.

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Cranswick Pet Products Cranswick Pet Products’ Nature’s Feast Royal Donut range consists of peanuts, seeds and its award-winning Fatball feeder. Unlike traditional feeders, the donut feeder has “a unique circular design” and a stainless steel lid to protect the food from rain. Specially designed to hold a variety of Nature’s Feast Premium Food ranges, the company says the well-rounded feeders “will introduce colour and life to any garden by attracting an array of wild bird species, bringing customers flocking through into your store.”

Information: www.cranswickpetproducts.co.uk, @naturesfeast on Twitter or facebook.com/naturesfeast

Focus on

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Vetark “Salmonella problems may be seen in wild birds especially during January to March,” says Vetark.

“Most wild bird infections are spread mainly via contaminated water bowls and possibly longer lasting ‘puddles’.” Vetark Professional provides help with several key products including citrosan – a natural biocide which is ideal for addition to drinking or bathing water to reduce the spread of bacteria and trichomonas. Sprinkle Support can provide pre- and pro-biotics to support the birds at any time.

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HG Gladwell & Sons Ltd With winter well and truly upon us, thoughts turn to garden birds. The Copdock Mill Bird Care range offers a variety of mixes and wild bird products to keep your store well-stocked throughout the season. “Buying direct, wherever possible, helps us keep the costs down to enable you, the retailer, to maintain a healthy margin while offering the consumer the best value possible,” says the company.

The Hutch Company With its recent launch of a drop-ship service, available to all its actively trading customers, the Hutch Company has seen “an exceptional growth of higher value sales like the Annie Hen House and larger rabbit hutches.”

The new service has resulted in “a noticeable upturn in sales from smaller high street locations” and the company puts the increase down to “retailers being able to offer their customer a wider selection of products.”

Information: 01473 730 246, info@copdockmill.co.uk or www.copdockmill.co.uk

Information: 01227 470 470 or www.hutchcompany.co.uk

Information: 01962 844 316 or www.vetark.co.uk

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Animalzone Animalzone says its parrot food is both “tasty and 100 per cent natural.”

To further benefit parrots’ health it includes a variety of vitamins and minerals plus amino acids, anti-oxidants, spirulina and pre-biotics. The company also offers a ‘plumage enhancer’ to help prevent feather plucking.

Information: 01752 896 637, info@animalzone.org.uk or www.animalzone.org.uk

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Natures Grub Natures Grub continues to offer the natural choice for many animals, and the company says that garden visitors will love its Dried Insects for Wild Birds – a high protein alternative to dried mealworms. This blend of dried shrimps, earthworms, mealworms and flies is rich in the natural oils and fats needed for the cold winter months to provide winter energy. The blend can be fed as sold or added to a favourite seed mix. Insects for Wild Birds can also be soaked and fed to fledglings in the spring. It is available in four sizes, from 50 to 450 grams.

Information: 01485 517 177, sales@naturesgrub.co.uk or www.naturesgrub.co.uk

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CJ Wildlife Nest boxes are ideal for putting up in the garden over the winter ready for nesting season and for offering birds shelter from the cold weather. CJ Wildlife’s three bestselling nest boxes are now on special offer. The offer applies to its Bowland and Pembroke boxes and to the Open Green Roof Nest Box.

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Northern Pet Trade Northern Pet Trade’s complete balanced nutrition for medium and large adult parrots now comes in new flavours. ZuPreem NutBlend offers parrots a variety of nutshaped pieces with the delicious tastes of much-loved nuts. ZuPreem VeggieBlend hosts a variety of vegetable-shaped pieces with all the tastes and aromas of delicious fresh vegetables. The variety of the shapes creates an interesting meal for parrots to enjoy and is easy for foot-holding birds to grip.

Information: www.northernpettrade.com

Information: 01743 709 555, commercial@birdfood.co.uk or www.birdfood.co.uk/trade

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48

Classified

D I R E C TO RY AQUATIC LIVESTOCK

AQUATICS

Pond sealer

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Call our sales team now on 01206 767 797

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For advertising details and to download the latest issue please visit www.petgazette.biz

50

Voice on the highstreet

Voice on the highstreet Brian Lambert,

Lamberts Pet Supplies, Grange-over-Sands, Cumbria

How did you first get into pet retail?

Pets have always been a big part of our family life. When we found out that our local supplier was closing down we felt it was an ideal opportunity to start our own business in something we are passionate about. Within two weeks of making this decision, Lamberts Pet Supplies was open in Grange-over-Sands.

We started off in very small premises and within a year we expanded into premises that are 10 times the size of our original shop. We are fortunate to be just off the main high street so attract both pedestrians and car users.

What’s your favourite pet or product that you currently have in stock?

A gerbil. He has been in stock for nearly a year unfortunately and although lots of people like him he has not yet found a home. He has been in the shop for so long though he feels like one of the team and we would probably be quite upset if he was sold!

What’s selling well at the moment?

Premium foods such as James Wellbeloved and Burns continue to be good sellers. In today’s economic climate customers are always hunting out a bargain so we try to regularly have offers.

Is Grange-over-Sands a good place to do business? What kind of competition is there in the area?

Grange-over-Sands is a lovely place to be in business. The next town is 30 minutes away so there is a feeling of ‘support local businesses’ or lose them and businesses in the area do support and promote each other. Being nestled between the Lake District fells and Morecambe Bay we get a number of tourists and holidaymakers but rely on our ‘bread and butter’ local regulars. Our biggest competitors are food supermarkets and pet supermarkets. It can be very difficult to compete with prices and promotions these giants are able to offer. There is a threat to the area of a supermarket coming and that could kill off parts of our town.

You’re not currently selling online – is this something you’re considering for the future? What effect would you say the internet has on the pet trade?

We did have an online shop when we first started but as most of our stock is bulky foods, we could not compete on delivery charges. There are a lot of people out there selling the popular products at discounted prices but our customers tell us they appreciate the personal, tailored service we are able to provide. We take orders over the telephone, via email and in the shop. We offer a free local delivery service as well as a set-up service for rabbit hutches and fish tanks.

What advice would you give to anyone just starting out in the industry?

Customer service has to be paramount. Consider what services will be important to your customers and do your best to deliver them.

Listen to what your customers would like you to stock. Build your range of stock up over time to ease cash flow. Use a good supplier who delivers to you regularly, so that if you don’t have something in stock that your customer wants you can get it in quickly. Most customers are happy to wait a few days for it to come in and that allows you to judge if it is something you should try and stock all the time, rather than taking a gamble and be left with stock you can’t sell.

What are your plans for the future?

We have just taken on another part of the unit next to our current one and this is going to allow us to stock higher profit margin items such as a bigger and better range of hutches, cages and beds. We are also about to start stocking gifts to provide another service to our local customers as well as homing in on the tourist market we serve.