Retail Express - 21 April 2020 by BetterRetailing

As coronavirus scams targeting retailers continue to rise, social media giant warns…

‘DON’T GET CAUGHT OUT’ 21 APRIL-4 MAY 2020 STRICTLY FOR TRADE USERS ONLY

COVID-19 SHOP DEATHS

FAKE MENTHOLS SEIZED

MAKING SHOPPING SIMPLE

Tributes paid to first convenience retailers to pass away after contracting the virus

JTI reports illicit menthol products spotted on sale in UK ahead of 20 May ban

Avtar Sidhu’s four core focus areas give shoppers a reason to visit his Budgens store

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21 APRIL-4 MAY 2020 STRICTLY FOR TRADE USERS ONLY

As coronavirus scams targeting retailers continue to rise, social media giant warns…

‘DON’T GET CAUGHT OUT’

P3 COVID-19 SHOP DEATHS

FAKE MENTHOLS SEIZED

MAKING SHOPPING SIMPLE

Tributes paid to first convenience retailers to pass away after contracting the virus

JTI reports illicit menthol products spotted on sale in UK ahead of 20 May ban

Avtar Sidhu’s four core focus areas give shoppers a reason to visit his Budgens store

BACK PAGE

our say

Megan Humphrey, editor

Despite the unthinkable, retail is standing strong THERE’S nothing wrong with struggling to find a positive, or an opportunity, during a time like this. We’ve heard a lot recently about how we could be learning new hobbies, or baking cakes – but what if we don’t want to? There’s no right or wrong, but what’s most important during this pandemic is that you do whatever makes you happy. A lot of the time, social media seems to be playing a large role in this. Even though it can be wonderful in a lot of ways by helping us to stay connected to loved ones, it can be detrimental if used in the wrong way. Our cover story in this issue looks at just that. Unfortunately, criminals are taking advantage of businesses and luring them into believing false information for their own personal gain. A huge spike in online scams have been reported across social media platforms in the past month. YOU’LL ALWAYS It’s disappointing to come BE ABLE TO across such instances, especially at a time when communities RELY ON US FOR should be coming together. THE SUPPORT However, I’m reassured to see that the retail community in parYOU NEED ticular continues to stand strong. The past week has been especially difficult, with the news of the passing of a number of convenience store owners. My deepest sympathies go out to the families of Raj Aggarwal, Krishnashamy Chiyamalan, Jayant Patel and Himansu Patel. Despite the the most unthinkable circumstances affecting the sector right now, I’d like to pledge to you that, no matter what struggles you face, you’ll always be able to rely on us for the support you need. FOR MORE ON HOW TO SPOT A SCAM, GO TO PAGE 3 @retailexpress betterRetailing.com facebook.com/betterRetailing Editor Megan Humphrey @MeganHumphrey_ 020 7689 3357 Features editor Daryl Worthington @DarylNewtrade 020 7689 3390 Insight reporter Tamara Birch @TamaraBirchNT 020 7689 3361 Editor in chief Louise Banham 020 7689 3353 Production editor Ryan Cooper 020 7689 3354 Sub editor Jim Findlay 020 7689 3373 Head of design Anne-Claire Pickard 020 7689 3391 Designer Jody Cooke 020 7689 3380

Editor – news Jack Courtez @JackCourtez 020 7689 3371 Senior features writer Priyanka Jethwa @PriyankaJethwa_ 020 7689 3355 Reporter Umar Ali 020 7689 3395 @UmarAliNT

Editor – insight Chris Dillon @ChrisDillonNT 020 7689 3379

Production coordinator Ashley Reid 020 7689 3368

Account manager Adelice Tatham 020 7689 3366

Director of sales and marketing Matthew Oliver 020 7689 3367 Senior account director Charlotte Jesson 020 7689 3389 Senior account manager Natalie Reed 020 7689 3372

Subscribe online at newtrade.co.uk/our-products/ print/retail-express. 1 year subscription: UK £65; overseas (EU) £75; overseas (non-EU) £85 Retail Express is printed and distributed by News UK at Broxbourne and delivered to news retailers free by their newspaper wholesaler. Published by: Newtrade Media Limited, 11 Angel Gate, City Road, London, EC1V 2SD; Phone: 020 7689 0600

Reporter Alex Yau @AlexYau_ 020 7689 3358

The five biggest stories this fortnight 01

Industry mourns first Covid-19 shop owner deaths

MEGAN HUMPHREY HUNDREDS of convenience industry �igures paid tribute to the �irst convenience store owner deaths related to the coronavirus. Spar Hackenthorpe and Wigston site owner Raj Aggarwal; Krishnashamy Chiyamalan, owner of Templeton News in Dartford; Jayant Patel, owner of Londis Shrews-

bury Walk in Isleworth; and Himansu Patel, owner of Kays Newsagent in Watford, were among �ive retailers reported to have passed away. Aggarwal, 51, was described as a “leading voice” for independent shop owners. Alongside his wife, Sunita, he launched the UK’s �irst Insomnia coffee shop and had sat on the independent board of the ACS since

Krishnashamy Chiyamalan

Raj Aggarwal

2010. Atul Sodha, owner of to support his young family. Londis Peverills in Uxbridge, “I will never forget all of the described him as a “true pio- kind gestures you did for me neer in building the bonds and my husband,” one wrote. The NFRN urged retailers that we feel within this wonderful industry”. Representa- to limit customer numbers, tives from the ACS, NFRN, use social distancing signs, Spar, One Stop, Londis and encourage staff hygiene, major suppliers also paid install and clean plexiglass till barriers, and to remind their tributes. Chiyamalan, 41, was staff only to work if no-one praised by customers who in their household is ill or raised more than £12,000 self-isolating.

Choc egg confusion

Read more at betterRetailing.com/ retailer-passes-away

PO guarantees pay

THE Post Of�ice (PO) has guarCONVENIENCE store owners considered non-essential. They blamed “overzealous anteed remuneration levels have hit back at “heavy handed” of�icials who tried to stop enforcement and a misread- for partnered retailers, even if them from selling Easter eggs. ing of the rules”. Chief ex- they close temporarily due to According to the ACS, ecutive James Lowman said: the coronavirus. In response to a 35% drop shopkeepers were told “There is no government de�iby police and local councils nition of which products can in customer numbers, the PO said it would calculate remuthat chocolate eggs were be sold within those stores.”

neration based on an average month’s transactions, based on the three-month period from before the pandemic began, excluding Christmas. In May, remuneration will be ‘topped up’ to 90% of this month average.

Digital content editor Jody Porter 020 7689 3378

Account manager (new business) Jimli Barua 020 7689 3364 Sales support executive Michela Marino 020 7689 3382 Managing director Parin Gohil 020 7689 3375 Management accountant Abigayle Sylvane 020 7689 3383

47,895

McColl’s goes online

MCCOLL’S has made its goods available to order online for the �irst time, thanks to a partnership with Deliveroo. Customers, who are being affected by the coronavirus, will have access to home delivery within 30 minutes

from 120 McColl’s stores, with plans to roll out to 300 stores. Uber Eats is also offering free delivery on orders worth £10 or more, from selected convenience stores, in partnership with PepsiCo.

Pubs transform

FOODSERVICE wholesalers, suppliers and pub chains are aiming to convert thousands of UK pubs and other non-traditional outlets into grocery and convenience stores. Mypubshop.com, launched in partnership with 21 com-

panies, is a “click-and-collect” platform enabling customers to place orders online to collect at local pubs. Founder Sam Ulph said the platform would “alleviate pressure on other grocery shops”.

Audit Bureau of Circulations 1 July 2018 to 30 June 2019 average net circulation per issue

Reproduction or transmission in part or whole of any item from Retail Express may only be undertaken with the prior written agreement of the Editor. Contributions are welcome and are included in part or whole at the sole discretion of the editor. Newtrade Media Limited accepts no responsibility for submitted material. Every possible care is taken to ensure the accuracy of information. No warranty for goods or services described is implied.

Go to betterRetailing.com and search ‘mypubshop’

@retailexpress facebook.com/betterRetailing

21 APRIL-4 MAY 2020 betterRetailing.com

megan.humphrey@newtrade.co.uk 020 7689 3357

‘Indies must stay alert as scams continue to rise’ MEGAN HUMPHREY RETAILERS have reported a spike in coronavirusrelated scams targeting them over the past month. Scams are being shared across social media channels, and include an increase in the sale of illegitimate hygiene products, and HMRC texts promising grants in return for personal information. Hetal Patel, owner of H.R.D.V News in Maidenhead, Berkshire, told Retail Express: “Social media can be good for information,

but if the wrong information goes viral, it can create dif�iculties for retailers and cause further confusion.” Chief strategy of�icer for counterfeit experts Incopro Piers Barclay con�irmed he has seen a “signi�icant increase in infringements trying to capitalise on the coronavirus”. Research by the company showed more than 1,150 social media posts selling fake respiratory masks in the �irst week of March 2020, and over 100 lookalike listings for a branded hand sanitiser on Amazon.

Retailers also reported a fake letter circulating on Facebook, warning of a government ban on the sale of alcohol. Challenged on how it dealt with the removal of the material, a Facebook spokesperson told Retail Express: “This post was marked as false by Reuters, as part of our third-party fact-checking programme, and has since been removed by the user.” Facebook added it had partnered with the NHS to connect people to the latest guidance, and are work-

ing with the government to launch a coronavirus health information service on WhatsApp. NFRN national president Stuart Reddish said: “It is sad that criminals are exploiting the coronavirus pandemic to cheat people out of their money. The NFRN will continue to do all we can to alert members to the latest scams.” He urged retailers to regularly check reliable news outlets to see if the information they receive is correct, and warned against sharing any suspicious material.

BAD WEEK

£6.2bn

Yearly sales growth for Booker including tobacco

express yourself “Our local card shop has been forced to shut, so customers are coming to us to get these things. Just because there’s a crisis doesn’t mean people don’t celebrate Easter or birthdays. Parents with young ones especially don’t want to miss out. When I found out the card shop was shut, I spoke to my supplier to get extras in. We’re also selling masses of hardware from Capitol Essentials.” Rachael Hockymeyer, Spar Sleaford, Lincolnshire

£ the column where you can make your voice heard

NFRN: The NFRN has launched a Covid-19 Hardship Fund to alleviate some of the financial pressures retailers may be facing. It will support members through a grant, made bigger with Camelot’s latest £25,000 addition. Senior figures confirmed the trade body has made more than 1,000 calls to stores thought to be closing temporarily, as identified partly through suspensions of news wholesale accounts.

Go to betterRetailing.com and search ‘HND’ for more information

How has Booker performed in Tesco’s results for the year ending 29 February?

+2.9%

GOOD WEEK

HND: Retailers have reported a boost in home news delivery (HND) subscriptions. Jonathan James, of James Convenience Retail in Cambridgeshire, reported 300 new HND customers across 54 stores. Sources claim more than 250,000 customers have signed up for paper deliveries since the start of the pandemic.

Tesco Booker

Revenue excluding fuel

Openings of smaller Tesco sites

75 One Stop closures in the year

BOOKER: Retailers have expressed anger over stock shortages at Booker, after it was revealed that Booker staff had been redeployed to Tesco and the wholesaler had increased its distribution of goods to M&S. Tesco said it was working hard to keep Booker depots stocked, including by moving stock between the two sellers. CASH AND CARRIES: Social distancing guidelines are not being enforced at some cash and carries, causing retailers to cut back on, or stop, their trips. Mike Nichols, of Costcutter Dringhouses in York, said: “Customers at my nearest wholesale depot have crowded together. It’s not retailers, it’s members of the public who are being allowed in.” Go to betterRetailing.com and search ‘cash and carry’ for more information

How have you been meeting new customer needs during the coronavirus pandemic?

“We had a couple of mums who came in and said that they would love it if we could start selling some arts and crafts materials for their children. I already had a contact over at Crosswear Trading, so I got in touch and put in an order. Within two days, it was all gone, and I’ve put another order in already. Independents are able to respond to requests quickly because we get to know our customers.” Anita Nye, Premier Eldred Stores, Orpington, Kent

“I’ve started selling fresh produce because of the demand from customers during the outbreak, and any shop should give it a go if they don’t already. I’m buying produce every day and, on average, sell 12 to 13 packs of mushrooms and 15 to 20 packs of carrots. I go to the cash and carry or local suppliers. This helps me ensure the stock I get is as fresh for my customers as it can be.” Ken Singh, Mill Hill Stores, Pontefract, West Yorkshire

Do you have an issue to discuss with other retailers? Call 020 7689 3357 or email megan.humphrey@newtrade.co.uk

Ken Singh

NEWS

21 APRIL-4 MAY 2020 betterRetailing.com

First fake menthol cigs seized MEGAN HUMPHREY JTI has warned of fake menthol tobacco products circulating in the UK, ahead of the ban on 20 May. The comments come after the tobacco giant confirmed authorities in the UK had recently seized illicit products. Anti-illicit trade operations manager Phil Charlton confirmed that a risk exists. “The risk is there and it will

continue – there have been examples of counterfeit menthol products seized in the UK already,” he said. This represents a change since January this year when a director at another tobacco manufacturer said there had been “no reports of counterfeit menthol products to date”. Charlton said Canada, which banned menthol tobacco products in 2017, had also experienced an illicit trade in

banned products driven by serious organised crime groups. Likening the change to 1920s prohibition in the US, he added: “When you ban a series of products, the concern comes that serious and organised crime fill that gap.” He said now was the time to be educating customers about alternative legitimate products, and the dangers of buying on the black market. Challenged on whether so-

cial distancing in stores would disrupt attempts to communicate messages to customers over the counter, JTI communications director Mark Yexley said stores should follow government advice while “taking every opportunity” to communicate the messages, “even if it is more brief than normal”. The company added that posters and online help was available at jtiadvance.co.uk/ mentholban2020.

Coronavirus Retailer Support Hub betterRetailing.com/news/coronavirus

Camelot: no fees for lottery restrictions CAMELOT has confirmed it will remove operating fees and not ‘sanction’ retailers for switching off, or restricting, National Lottery and scratchcard sales. The news came after retailers and staff complained that customers were making non-essential journeys just to purchase, or check, lottery tickets during the coronavirus pandemic. Although retailers expressed difficulty in getting “a clear an-

swer” from Camelot, a spokesperson confirmed “we will not be imposing sanctions on any National Lottery retailers”.

LOCKDOWN RANGE CHANGES

All the latest news and advice on dealing with the coronavirus pandemic in one place Information, tips and support to ensure you can serve and reassure your customers The help you need to secure your business for now and the future For advice on adapting to these unique challenges, call 020 7689 0500 Lead supporters

Supporters

RETAILERS have begun stocking new ranges to meet growing customer needs during the coronavirus lockdown. Anita Nye, of Premier Eldred Stores in Orpington, Kent, almost immediately sold out of her new arts and crafts range. “We have already put a new order in with Crosswear Trading,” she said. Retailer Rachel Hockmeyer, owner of Spar Sleaford, boosted her card range after noticing the nearby store closed.

PayPoint buys total ownership of CollectPlus PAYPOINT has acquired complete ownership of the CollectPlus parcel service after buying out Yodel’s stake. The purchase of the courier firm’s 50% holding included a new ‘multi-year contract’, with Yodel committing to continue as a parcel carrier for CollectPlus. PayPoint executive chairman Nick Wiles signalled that the service could be rolled out to more independent retail sites. “There is opportunity for expansion, in terms of the

partners we work with and the number of outlets,” he said.

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PRODUCTS

MarketHub adapts its labels PRIYANKA JETHWA MARKETHUB is helping retailers remind their shoppers to keep two metres apart from each other while shopping by adapting its digital price labels to read safety messages. The messages on the labels read ‘Respect social distancing’, ‘Be kind’ and ‘Help your neighbour’, and have been rolled out across dozens of shops, includ-

ing Costcutter, Londis and Spar stores in England, Wales and the Republic of Ireland. MarketHub’s chief operating of�icer, LJ Prendergast, told Retail Express: “Retailers are playing a vital role in their communities at the moment, so we wanted to help them in whatever way we could. “We started reaching out to our customers with digital labels to see if we could emphasise the importance of social

Jägermeister extends Deliveroo link-up

MAST-JAEGERMEISTER has extended its partnership with Deliveroo through to July as the coronavirus pandemic continues. An on-pack promotion, marked with a code redeemable on the Deliveroo app for a £5 credit when spending £20 with the delivery service, will be available across 200,000 bottles of Jägermeister and Jägermeister Cold Brew Coffee. This will be available across 50cl bottles in the c-store channel. According to a recent CGA report titled Covid-19 Insights: Delivery, food delivery features heavily as part of a big night in, with more than one-third of consumers also

planning on buying alcohol for reasons such as to host ‘virtual big nights in’. The partnership will be supported digitally via Jägermeister’s YouTube channel.

IN RESPONSE to the lockdown, Birds Eye campaign ‘So, what’s for tea?’ will encourage shoppers to visit the ‘Helpful ideas’ and ‘Life hacks’ section of its website to inspire consumers during the pandemic. The sections of the website will feature games, colouring-in ideas, family activities, meal-planning tips and recipe ideas. The campaign will span TV and social media. Sarah Koppens, UK mar-

keting director at Birds Eye, said: “These are highly unfamiliar times we �ind ourselves in, but it is encouraging to see communities across the country supporting each other and working together wherever possible. “Many families are facing a new set of challenges; juggling working from home, home schooling and keeping spirits high, while continuing to provide family mealtimes that are varied and exciting.”

Birds Eye brings the tea in new advert

distancing and also remind shoppers to be kind to each other, and pick up essentials for elderly or vulnerable neighbours who may not be able to go shopping for themselves.” MarketHub offers digital labels to its customers that can be controlled remotely via the cloud without the need for staff to handle or remove old prices. The wireless labels eliminate the need to print and cut paper labels.

A zesty limitededition from Gordon’s DIAGEO has added a limited-edition Mediterranean Orange Distilled Gin to its Gordon’s range with an RRP of £16.50. The distilled gin is available to selected convenience stores now, including Londis. The supplier suggests consumers pour 50ml of Gordon’s Mediterranean Orange Distilled Gin over ice, and top up with chilled tonic.

21 APRIL-4 MAY 2020 betterRetailing.com

New Wildflower Gin Napolina’s new available to c-stores pulses and grains THE Cotswolds Distillery has launched its small-batch Wild�lower Gin Collection, which is available to retailers now. The collection’s �irst variety, No.1 Wild�lower Gin, is a blend of corn�lowers, lavender and orange, combined with the distillery’s classic London Dry gin. Cotswolds No.1 Wild�lower Gin has an ABV of 41.7% with an RRP of £34.95 (70cl).

NAPOLINA has launched a new range of four pulses and grains that are drained and ready to serve. It includes quinoa, chickpeas, red kidney beans and cannellini beans. Available in 150g cans, the range is vacuum-packed to ensure that no liquid needs to be drained away. In line with growing �lexitarian and vegetarian trends,

the products are also low in fat and are a source of protein. The range is available now with an RRP of 70p.

Piccolo aims high with sustainability PICCOLO is launching the �irst 100% recyclable baby food pouch. The move comes as the company aims to become carbon-neutral, offsetting its carbon footprint by supporting the Clean Drinking Water project in Uganda. The company’s founder, Cat Gazzoli, said: “This innovation is a huge step in the right direction for the indus-

try. We need to make polypropylene more widely recyclable so we can move all the pouches in our range to this 100% recyclable packaging.”

PEPSICO has launched limited-edition Walkers Taste Icons, which give consumers one free meal to the participating restaurant per bag. The range includes GBK Classic Cheeseburger, Las Iguanas Chilli Con Carne, Nandos Peri-Peri Chicken, Pizza Express American Hot and Yo Katsu Curry. Due to the ongoing corona-

virus lockdown, the two-forone restaurant meal voucher cannot be used now, but PepsiCo has extended the redemption period until 3 December 2020. The Walkers Taste Icons range comes with an RRP of 69p for a single pack, 85p for a grab bag, £1 for a multipack of �ive and £2.50 for a multipack of 15.

PepsiCo introduces Walkers Taste Icons

Concha y Toro’s eight new ads for Trivento TO CELEBRATE its third year of partnership with the Discovery network, Concha y Toro has launched a new series of adverts for its Trivento brand, which will run across Discovery, Quest, Dmax and Dplay. Eight new adverts will

carry the strapline ‘Real life bold discoveries’, building on its online and on-pack campaign last year. The ads will be shown all day, including on primetime with shows such as Salvage Hunters, Gold Divers, Cooper’s Treasure and Gold Rush.

PRODUCTS

JTI launches 3-in-1 pouches PRIYANKA JETHWA JTI IS extending its Holborn Yellow range with a new 3-in-1 variety, with the pouch containing tobacco, papers and �ilters. It comes with 30g of tobacco, 100 papers and 77 �ilter tips in each pouch, tapping into the growing popularity of value roll your-own (RYO) tobacco, with the brand commanding a 45% share in the UK’s RYO sector. It comes with the same £11.70 RRP as the 2-in-1 version. The supplier is also launching a 3-in-1 RYO variety for its Kensitas Club brand, which is popular in Scotland, where the market for RYO is growing at 17.5% year on year.

Ross Hennessy, vice president for sales at JTI, said: “At a time when value-formoney products are popular, our new varieties allow smokers to enjoy the same quality tobacco at the same affordable price, but now all in one place. “With more than 6.5 million kilograms of rolling tobacco sold in the UK each year, it is imperative retailers stock products that will enable them to capitalise on this growing category, like Holborn Yellow 3-in-1.”

GRAZE is launching £1 pricemarked packs (PMP) across its range, available now to convenience retailers through mainstream wholesalers. The new PMPs will include Graze’s bestselling �lavours, including Lively Lemon �lapjack, Cocoa Vanilla �lapjack, Smoky Barbecue Crunch and Salt & Vinegar Crush.

The PMPs have been designed to meet on-the-go healthy snacking within impulse trends, as well as to make purchasing decisions easier for shoppers. The company claims the Graze PMP range will help retailers boost their share of the category and tap into the healthy snacking category.

For more information, the company urges retailers to speak to their JTI sales rep, visit jtiadvance.co.uk or call 0800 163 503

Rowntree launches fruity ice lollies

FRONERI has launched Rowntree’s Fruit Stack and Rowntree’s Mix’d ice lollies, with an RRP of £2.99 and £3.50, respectively. Rowntree’s Fruit Stack contains four lollies in straw-

New price-marked packs from Graze

berry, orange and apple �lavours all in one lolly, while Mix’d comes with 12 lollies in individual Fruit Pastilles, Tropical Push Ups, Strawberry and Watermelon �lavours.

Boursin gets a touch A Proper way to of inspiration enjoy PMPs BOURSIN’S new Inspiration range is available in Curry and Jalapeño �lavours. It is supplied to retailers in cases of six and the tub is 100% recyclable. To support the launch, a marketing campaign, which

includes shopper marketing activity and promotions, will follow. The company says it aims to bring new customers to the brand, particularly those who are looking for exotic �lavours.

PROPERCORN has launched a range of £1 price-marked packs (PMPs) across two of its bestselling �lavours, Sweet & Salty and Lightly Sea Salted, available now from Dhamecha. The company’s founder, Cassandra Stavrou, said: “No longer the mainstay of the cinema, popcorn makes up

3.5% of total crisps, snacks and nuts sales, with more people than ever before enjoying it as a snack throughout the day. “Our new range of PMPs will drive sales for retailers, while offering shoppers reassurance when it comes to taste, health and quality.”

Black Tower gets a pastel makeover

Rubicon injects £5m behind campaign

Take a moment to relax with Pukka

BLACK Tower is redesigning its wine bottles to give it a more modern look. Pastel colours will replace the black and red colour combination to help differentiate between the grape varieties. The company’s managing director, Alexander Rittlinger, said: “We have done a lot of market research and found that lighter bottle designs are more preferable to women. “The black top part of the bottle, a key feature of the brand’s top line, Fruity White, has been reduced to give the bottle a lighter appearance, in accordance with the light and easy drinking style of the wine.”

AG BARR is investing £5m behind its Rubicon brand with a new campaign, ‘Make the unboring choice’. It will focus on encouraging consumers to try something more exciting in the soft drinks category. In the UK, exotic �lavours are growing three times faster than traditional �lavours, with the Rubicon brand growing at 11.3%, having attracted 11 million new buyers last year. The brand performs strongly with younger 16-to-34-year-olds. The campaign will span TV and digital, including video-on-

PUKKA Peace by Pukka Herbs is the brand’s latest tea blend, combining hemp, chamomile, lavender and spearmint. Naturally caffeine-free, the blend is designed to improve energy and calm the nervous system, while promoting a healthy physical reaction to pressure and tension.

demand, Spotify and Snapchat, backed with instore PoS.

Pukka co-founder Sebastian Pole said: “Peace tea is nature’s antidote to everyday emotional challenges, with the natural help of organic, practitioner-grade herbs to support the mind and body’s natural responses to worry and stress.” It is available with an RRP of £2.99.

THE LOGICAL GUIDE TO VAPING

21 APRIL-4 MAY 2020 betterRetailing.com

In partnership with

IRi Market Place, Volume Share, Total RMC, Total UK, FY 2019 iiIRi Market Place, Volume Sales, Total Menthol & Capsule Segment, Total UK, FY 2019 iiiIRi Market Place, Value Sales, Total Capsule & Menthol Category, Total UK, MAT to 06/10/19

RETAILER

PART THREE

VIEW

THE LOGICAL GUIDE TO VAPING

Asif Akhtar, Premier Smeaton Stores, Kirkaldy, Fife

CHANGES IN LEGISLATION

“MY team and I work closely with sales reps to find out about new and upcoming legislation, but I find one-to-one interaction works best. I get most of my information from trade press as they explain it in a simplified way that I can pass on to my team. There’s been a lot of new products on the market, and I use samples to train my team. This is so they feel comfortable to talk about vaping to customers. “We run regular training sessions to talk about the menthol ban, and how it will affect our customers – my team will also look through trade press to make sure they are aware of new products and the menthol ban. “Almost half of our sales come from tobacco and vapes, so it’s important my team and I are up to date with the menthol ban and warn our customers. For example, when a customer purchases a capsule cigarette, we use this as an opportunity to talk about the menthol ban and offer advice and recommendations on menthol alternatives.”

In part three of a six-part series, RETAIL EXPRESS teams up with JTI to help retailers understand the menthol ban, and how they can make sure they’re prepared

UNDERSTANDING THE MENTHOL BAN TWENTY-THREE per cent of cigarette sales in the UK are menthol or capsule. From 20 May, the sale of menthol and capsule cigarettes will be banned. Menthol and capsule accessories are exempt from the ban – however, in a recent Twitter poll carried out by Retail Express, 43% of retailers did not know the legal status of menthol accessories after the ban. Hand-rolling tobacco such as JTI’s Sterling hand-rolling to-

bacco is not affected, however a menthol accessory can’t be sold in the same pack as hand-rolling. The menthol ban is part of EUTPD2, and menthol and capsule accessories (sold separately), Cigarillos such as Sterling Dual Capsule Leaf Wrapped, vaping products such as Logic Compact, or tobacco-free nicotine pouches such as Nordic Spirit are not affected by the ban. Similar to previous legisla-

top products tion, like plain packaging, track and trace, and the retail display ban, retailers who prepare well will “experience the least disruption to their business”, explains Nick Geens, JTI head of Logic and reduced-risk products. JTI reps will exchange menthol and capsule stock held by every retailer who its sales reps visit as part of their standard 12-week call cycle. Retailers who do not receive regular vis-

its by a JTI rep should contact the JTI Customer Care Line on 0800 163 503 in order for JTI to arrange a call from one of their sales reps. For clarification, all retailers will need to supply their rep with both Track & Trace ID codes. Retailers should ensure they keep the JTI menthol and capsule brands that need swapping separate from other stock in readiness for the visit from a JTI Trade Marketeer.

TRANSITION TO VAPE WITH 5.4 billion sticks of menthol and capsule products sold each year, and £2.6bn in retail sales value a year, there’s a risk that retailers could lose out if they don’t prepare. Forty-five per cent of retailers said they believe menthol and capsule cigarette smokers will switch to vaping or other reduced-risk products once the

ban comes into effect, according to a recent survey by JTI. To make sure retailers are prepared, working with sales reps on introducing the right range for their customers could mean retailers have a minimal impact when the menthol ban takes effect. “Stocking a comprehensive Logic range will help retailers to

meet the needs of their vaping customers,” Geens explains. “Retailers should stock up on key brands to make sure they’re catering for a wide range of vapers.” Fruit flavours are among the most popular (32%), followed by tobacco (20%) and menthol (12%). Logic Pro is available in eight flavours, including

tobacco and menthol, with an RRP of £4.50. Refillable devices are used by the majority of UK adult vapers, so offer a range of e-liquids at different strengths like Logic Epiq. In addition, encourage menthol smokers to switch by stocking up on menthol-flavoured vapes as well as starter kits to get your shoppers off on the right foot.

Menthol alternatives Logic Compact Intense Peppermint Logic Compact Intense Peppermint is part of JTI’s new Nicotine Salts range, Compact Intense. The prefilled pod is available in 18mg and offers a smoother and more intense flavour delivery. RRP: £5.99 Logic Compact Menthol Logic Compact comes in a variety of flavours, but its Menthol variety is aimed at smokers looking to switch ahead of the menthol ban. Stock near the till area to maximise visibility and sales. RRP £5 Logic Epiq For retailers with value-conscious shoppers, it’s important to stock a range of menthol alternatives that won’t break the bank. Logic Epiq is a value e-liquid available in an Essential, HVG and Nicotine Salts range with an RRP of £2.50/£2.99. Logic Epiq allows retailers to “capitalise on the increased demand for value e-liquids within the growing vape category”, Geens says. RRP: £2.50/£2.99

For more advice and insight go to JTIAdvance.co.uk/ mentholban2020

Y A M TH 20

MENTHOL

NON MENTHOL

TUBE FILTER

ARE YOU READY FOR THE

MENTHOL

BAN? RETAILERS MUST HAVE SOLD THROUGH REMAINING STOCK OF MENTHOL CIGARETTES BY:

PALL MALL SHIFT DOUBLE CAPSULE XL

PALL MALL SHIFT XL

TUBE FILTER

PALL MALL SHIFT DOUBLE CAPSULE 20â&#x20AC;&#x2122;s

PALL MALL SHIFT

TUBE FILTER

PALL MALL RED CAPSULE KS & SK

PALL MALL RED FLOW KS & SK

PALL MALL BLUE CAPSULE KS & SK

TUBE FILTER

MAY 20TH 2020

PALL MALL GREEN CAPSULE SK

FOR FURTHER INFORMATION PLEASE CONTACT YOUR BAT REPRESENTATIVE.

PALL MALL SILVER CAPSULE KS

OR CALL 0800 1831907

Smoking Kills

PALL MALL BLUE FLOW KS & SK

NEW INNOVATION WITH UNIQUE FORMAT

PALL MALL SHIFT BLUE

MENTHOL

VOGUE COMPACT GREEN DS

NON MENTHOL

NEW TUBE FILTER

MENTHOL

NON MENTHOL

ROTHMANS BLUE CAPSULE KS

ROTHMANS BLUE KS

ROTHMANS BLUE CAPSULE SK

ROTHMANS BLUE SK

ROTHMANS GREEN SK

ROTHMANS SILVER - GREEN SK

VOGUE COMPACT BLEUE DS VOGUE COMPACT BLUE CAPSULE DS

NEW TUBE FILTER

VOGUE ESSENCE GREEN SS

VOGUE ESSENCE BLEUE SS

For tobacco trade use only. Not to be left within sight of consumers.

MENTHOL

NON MENTHOL

MENTHOL

NON MENTHOL

DUNHILL CONSULATE

DUNHILL RED

DUNHILL ST.MORITZ

DUNHILL INTERNATIONAL

Smoking Kills

RETAIL

IN ACTION

BRAND SPOTLIGHT

FOCUS ON:

SIGNATURE

THE Signature cigar range has always offered a taste profile to suit all preferences and currently accounts for over one-third of total cigar sales in the UK. RETAIL EXPRESS finds out more

What is Signature?

Why stock it?

FORMERLY known as Café Crème, and with a brand heritage going back to 1963, the Signature range now accounts for nearly 36% of all cigars sold in the UK, making it by far the number-one-selling brand and a must-stock for any tobacco convenience retailer. Recently there’s been a very welcome addition to the UK’s biggest cigar brand portfolio. Launched in February, the new arrival to join the Signature brand family is a filter cigarillo coming in a convenient and stylish pack of 10, with a low out-of-pocket price of £4.95. The key product feature is that it has an acetate filter containing a peppermint capsule under a lasered marker. In addition, a carefully selected blend of Virginia tobacco and a light real leaf Ecuadorian wrapper deliver a smooth taste. The launch is being supported through a major programme of activity throughout the year, including trade media, wholesaler activity and presence at trade exhibitions. This modern and premium extension to the UK’s number-one cigar range is now available from your usual sources of supply, including wholesalers and cash and carries. Stock up now to meet customer demand.

THE reason for Signature’s continual success is that it is right on trend. In fact, the key trends in the cigar category have remained very consistent over the past few years. First, there is the continued rise in miniature cigars, which now account for more than 74% of total sales. Secondly, we have seen for a while now a consistent growth in adult smokers looking for good-quality value-for-money propositions. The new filter cigarillos are a natural extension to the range and perfectly complement the existing Signature Filter Red. The product has been available in both France and Italy for a while, and sales in both those countries have been very encouraging, which gives us confidence the same will happen in the UK. Cigars like Signature are not only great drivers of footfall into your store and the associated additional basket spend that comes with it, they also typically offer three times better profit margins than cigarettes, so it’s worth taking some time to get your cigar offer right. It’s also worth noting that the top 10 cigar brands account for nearly 90% of total sales, so there’s little point offering your customers a wide selection.

Must-stocks

21 APRIL-4 MAY 2020 betterRetailing.com

In partnership with

In action

Drive smaller packs: Cigars are exempt from the

EUTPD2 ruling on standardised packaging and 20pack minimum, so they can still be branded beyond the product name, sold individually, or in 10-packs.

Merchandise in the middle: Put them on the middle shelf of the gantry so when you open it, your customers will have the reassurance of a recognisable brand they know and trust.

RETAILER

Market insight

1963

The year that Signature was launched, then Café Crème

36% 74% of all cigars sold are Signature

90%

of cigar sales are miniatures

of cigar sales come from the top 10 brands

Call us on 020 7689 3379 to work with Scandinavian Tobacco Group and find out more

Train your staff: Take the time to upskill your staff to develop a greater understanding on the different cigars available and what type of consumer they are most suited for.

Mike Nijjer, Costcutter Bull Street, Birmingham

“AS A city centre retailer, we stock a large cigar range including packs and single cigars, which appeal to a wide audience of customers commuting through the city. We find that cigar sales are on the rise, especially as we stock such a wide range, which is great news for us as they offer greater margins than cigarettes. “Signature cigars sell especially well in our store, especially Signature Blue, which actually outsells the other brands two to one due to strong consumer loyalty. We have also recently started stocking the new Signature filter cigarillos, which have already started to attract a lot of interest. “I’m confident this will continue to grow throughout the year as they are a more unique product, with peppermint, which will probably appeal to a wide variety of my customers.”

DON’T MISS THE 1 MAY ISSUE OF RN

OPINION

LEADING INDUSTRY OPINION ON THIS FORTNIGHT’S HOT TOPICS

What do you think? Get in touch for the chance to be featured in Retail Express

PROFITEERING: What is being done to crack down on price gouging? “WE want to ensure retailers do not exploit the current situation to take advantage of people. If a Day-Today or U-Save store is caught using the coronavirus epidemic to squeeze extra pro�it from worried residents by raising prices, they will be de-branded and removed from the group. No exceptions.” United Wholesale spokesperson

The premium wines and spirits that will make you more money PLUS Find out how suppliers are supporting convenience stores during the coronavirus

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The best independent retailers stay ahead by reading RN each week. Do you? ORDER YOUR COPY from your news wholesaler today or contact Kate Daw on 020 3871 6490 TO ADVERTISE in RN, please contact Matthew Oliver on 020 7689 3367

21 APRIL-4 MAY 2020 betterRetailing.com

“WE welcome the ACS’ call for retailers to report unfair business practices to our task force. While the vast majority of businesses are working hard to support communities across the UK, we will do whatever is required, within our powers, to stop those who might try to use the Covid-19 pandemic to exploit people.” Will Hayter, senior director, CMA

We want to ensure retailers don’t exploit the situation

NEWSTRADE: What impact has Covid-19 had on home news delivery? “MY home news delivery (HND) accounts have grown by 300. It can help the sites who might potentially lose footfall or sales because of everybody staying in. It’s not just the elderly or vulnerable who are opening accounts.”

My home news delivery accounts have grown by 300

Jonathan James, James Convenience Retail, Cambridgeshire

“WE have had a few new HND customers, but a lot of customers have moved to digital. We could increase newspaper sales by 2-10%, but we need the big national newspaper companies to do more to help us. We haven’t got any tools – they haven’t sent us any supplies or posters.”

Arif Ahmed, Ahmed Newsagents, Coventry

SUPPLY: Will pubs becoming shops affect convenience stores? “SCHEMES to set up pubs or food outlets as stores, or foodservice operators to deliver to consumers, will take retail stock out of the main route to stores, unless it is serviced by retail wholesalers. Foodservice operators don’t have retail packs, so that will have to come from somewhere.” Dawood Pervez, managing director, Bestway

“THE sites are breaking down lines into retail-appropriate pack sizes. With retailers struggling to meet demand, and working �lat-out to keep shelves stocked, it could be a complementary service and could generate enough footfall for the pub to keep it pro�itable.”

Foodservice operators don’t have any retail packs

Tanya Peppin, managing director, The Wholesale Company

CORONAVIRUS: What support is being given to shops?

Members are facing significant financial challenges

“SOME members are facing signi�icant day-to-day �inancial challenges. We have, therefore, created a fund to alleviate the worries that independent retailers are experiencing as footfall in their shops drop, and as their bills mount.” Stuart Reddish, national president, NFRN

“WE welcome the support that has been made available and it is important that businesses are able to access these measures swiftly and easily. We will continue to provide support to retailers to help them understand and access the funding that has been made available.” James Lowman, chief executive, ACS

To our National Lottery retail partners, In these exceptional times, I wanted to say a huge thank you to you and your colleagues for your support, both in the past but particularly at the current time. The Covid-19 crisis has thrown new challenges at us on an enormous scale and I firmly believe that we can meet that challenge by working together. As the retail sector finds itself under great pressure, this has raised some questions about the sale of National Lottery products – so I thought it would be useful to provide you with some context. The National Lottery was set up by Parliament back in 1994 to raise money for Good Causes and, as you know, each ticket sold raises vital funds for people and projects across the UK. This funding has never been more crucial than it is now, as The National Lottery plays its part in helping the country respond to, and recover from, the Covid-19 crisis. It is for this reason that The National Lottery Community Fund recently announced that up to £300 million will be used to support the most vulnerable in communities across the UK. This is the largest funding response to Covid-19 in the UK, outside of central government. And with more funding still to be announced, thanks to National Lottery players, hundreds of millions of pounds will be distributed to charities and local voluntary organisations over the next few months to help support people during this difficult time – from helping support food banks, to causes that combat loneliness and isolation, support for the elderly and projects that support health in the community. I know that for you and your business, your priority will of course be the well-being of your teams and maximising safety in your stores. Our retail team is here to answer any questions that you may have on this, including safe ways to play our games and claim prizes in retail. This includes offering players a Lucky Dip, as it minimises contact with players and speeds up the process. Importantly, we are encouraging National Lottery players to buy their tickets in retail only as part of their essential shop. On behalf of everyone at Camelot, I would like to thank you again for everything you do to support us and The National Lottery. All my very best wishes and please stay safe and well.

Nigel Railton CEO, Camelot

54022 TNL C19 Trade Press Ad RETAIL EXPRESS 210420 AW1.indd 1

06/04/2020 16:26

LETTERS

21 APRIL-4 MAY 2020 betterRetailing.com

BAY BASHIR

Letters may be edited

Belle Vue Convenience (Go Local), Middlesbrough

We’re all in this together

‘Indies should be recognised as a key player during this time’ I REALLY hope all your readers and their families are well. The corner shop is proving to be the keystone to retail at this extremely unpleasant time. These family-run shops are

providing such a lifeline, and are well-stocked even though there is now problems with supply in the cash and carry. They are watching over the elderly consumers offering home delivery. These guys

really are going above and beyond and should be recognised as a key player. The little corner shops aren’t getting the recognition they deserve. It’s all the big �ive who, in all honesty,

TWEETS OF

have failed in many ways and provoked much of the panic we saw. Matthew Davies, business development executive, FMCG, Drinks

THE WEEK

WIN £50-worth of Lucozade Sport

GET ready for the summer with the full squad from Lucozade Sport, the UK’s biggest sports drinks brand. Lucozade Sport has partnered with Retail Express to give five lucky winners the chance to win £50-worth of stock of Lucozade Sport Orange, and last summer’s smash hit, Lucozade Sport Fruit Punch – designed to help retailers maximise sales in the busy season.

TO ENTER Fill in your details at:

betterRetailing.com/competitions Our competitions remain online for four weeks from publication date. Editor’s decision is final.

Tweet us to get featured!

@retailexpress

NFRN member Graham Pentland making the news by supporting new and existing customers @NFRN_online @BevT69975759

FIRST and foremost, I have to start this column by mentioning the huge loss myself and many others will feel at the passing away of Raj Aggarwal. My thoughts go to his wife and family. It’s a tragedy that has brought home just how serious the coronavirus really is. It’s why I’d also like to take this as an opportunity to Each issue, one of seven top thank every single retailers shares advice to member of staff make your store magnificent who works across my five stores. Like everyone working in convenience retail, they have been unbelievable at this tough time. As retailers, we have to always bear in mind the risks and sacrifices our staff make, and the terrible losses we’ve already seen in our industry. That’s why in all my stores I’ve installed protective screens at the counters, as well as gloves, masks and hand sanitiser. Staff safety is first and foremost. We’ve enforced social distancing methods, again, to try and make my staff feel safe. On top of that we’re employing more staff as a reflection of the extra workload we’re all taking on in these tough times. Of course, it’s also important to thank your teams for the risks and sacrifices they make. That’s why, last week, I rewarded my staff with a double pay week. It’s a way to show I appreciate what they’ve done for me and the community since this crisis began. It’s not just about staff, though, we’re also working to protect and serve our customers during this unprecedented time, especially the elderly and vulnerable. A big way we’re doing this is through a free, same-day home delivery service. Of course, this all a team effort, between us, our customers and our suppliers. Our trade partners, Parfetts in Middlebrough, and their manager, Joe Kaye, have gone above and beyond with support on supply and delivery. These are tough times for retailers, and we all need to do everything we can to keep our staff and customers safe. Finally, I’d like to mention my friend Raj Aggarwal once again. I’m sure I speak for our whole retailer community when I say rest in peace, we’ll all miss you.

All I hear on the news is how supermarkets are coping with the extra demand… local businesses and staff working longer hours with less resources don’t seem to count! @BBCBreaking @itvnews #gmtv @HarjDhasee Dad donating 1,000 face masks to our local hospital (Walsall Manor Hospital), to help keep our @NHSuk staff safe!! Community retailing never been better!!! @NisaRetail @ThisIsRN @AsianTrader @CStoreMagazine @TalkingRetail @coopukpress @wesaynisa @AmritPahal

Perspex screens at one of Bay’s stores

Get in touch

@retailexpress betterRetailing.com facebook.com/betterRetailing megan.humphrey@newtrade.co.uk 020 7689 3357

FORECOURT FOCUS

Coronavirus forecourt advice, p18

Dramatic slowdown in new car and van registrations DARYL WORTHINGTON THE Society of Motor Manufacturers and Traders (SMMT) has reported a drastic decline in registrations of new motor vehicles in the UK. According to recently published data from the SMMT, the number of new car registrations fell by 44.4% during March, while the light commercial vehicle market fell by 54.3%. This dramatic fall is even steeper than it was during the 2009 �inancial crisis, and are the worst March �igures since the 1990s, when the UK �irst switched to the biannual number plate change system. The results equate to 203,370 fewer new cars being registered in March 2020 than in March 2019. Dramatic double-digit drops

in new vehicle registrations were seen across most vehicle category segments, with the most notable exception being the small-volume 4x4 sector, which had an 18.4% increase. The biggest drop among vans took place on those weighing less than two tonnes, with a 64% fall year on year. In total, 254,684 new cars were registered in the month, and 30,247 new vans. Declines were seen across private and business buyers, with the drop in larger �leet registrations at 47.4% compared to 40.4% in private buyers. In terms of the split between petrol and diesel new vehicle registrations, the drop in new registrations was greater in diesel, at 61.9% compared to 49.9% for petrol.

Record-breaking drop in petrol and diesel prices UK PETROL prices fell by the biggest margin in 12 years in March, according to RAC Fuel Watch data. A “complete collapse” in the world oil price, combined with several supermarkets reducing their petrol prices, led to the dramatic fall. An RAC statement highlighted that while a barrel of crude oil started March at $50 (£40.06), it fell by 66% to $18 (£14.42) by the end of the month. This was the lowest oil price for 18 years. The fall hit wholesalers and

forecourts, with more than 9p coming off the average price of unleaded in the month. Meanwhile, the price of diesel fell by 8p. These were the biggest single month drops since October 2008. Morrisons and Asda announced massive single price cuts on 23 March, with Morrisons slashing 12p per litre off petrol and 8p per litre off diesel. Retaining its position as the supermarket selling the cheapest fuel, Asda then cut its petrol price by 14p.

Stark realisation SMMT’s chief executive, Mike Hawes, suggested that both sets of data, published at the start of this month, give an insight into the effect the coronavirus could have on the motor industry. “With the country locked down in crisis mode for a large part of March, this decline will come as no surprise,” explained Hawes. “Despite this being the lowest March since we moved to the biannual plate change system, it could have been worse had the signi�icant advanced orders placed for the new 20 plate not been delivered in the early part of the month. “We should not, however, draw long-term conclusions from these �igures other than this being a stark realisation of what happens when economies grind to a halt.”

Talking about the decline in LCV registrations, Hawes said the commercial vehicle market is a “barometer” for the wider economy, pointing to a crisis of “truly unprecedented proportions”. “There is no doubt that demand will recover once we overcome the challenge that lies ahead. However, given we do not yet know how long this will continue, the government must continue to do everything possible to safeguard the sector so it is ready to help operators and the entire country get back to business when that time comes,” he said. The uncertain future for the motor industry in the wake of the coronavirus could be seen as early as February, with UK engine production for the month down 9.3% on the previous year.

Container fuel theft up in wake of coronavirus INCIDENTS where large containers are �illed but the fuel not paid for have risen following the coronavirus lockdown, while reports of drive-off crime have fallen, according to the British Oil Security Syndicate (BOSS). Kevin Eastwood, BOSS executive director, said: “These actions are potentially very dangerous, particularly where petrol is involved, and where non-approved containers are used, it is likely to be illegal. “We would encourage fore-

court staff to be aware and watch out for any unusual activity involving such behaviour. “Recent events have overtaken the results of the �inal quarter of 2019, which saw the hard efforts of forecourt operators reduce incidents of forecourt crime. Fuel retailers, on average, are losing more than £2,000 per site annually from no means of payment incidents.” Turn to page 20 for BOSS advice on securing your wetstock

‘Give petrol stations supermarket credit terms’ THE Petrol Retailers Association (PRA) is calling on the government to instruct fuel suppliers to give the same 60-day credit terms to independents as they give to the supermarkets. Independent forecourt owners Retail Express has spoken to have revealed signi�icant drops in fuel sales. Meanwhile, a report from the Department for Business, Energy & Industrial Strategy showed petrol consumption was down 75% and diesel demand by 71%. PRA chairman Brian Madderson said: “Fuel retailers are

Have you made any big changes in your forecourt that have grown your sales and profits? Let us know on 020 7689 3390 or editorial@newtrade.co.uk

having to maintain pump prices at previous levels to avoid signi�icant stock losses. When the coronavirus restrictions are lifted and high sales volumes return, we expect to see reductions in fuel prices. “Petrol stations are the government’s tax collectors, with duty and VAT representing 70% of the pump price. It’s in their interests we remain open.” Turn to page 18 to learn how forecourts are dealing with the coronavirus outbreak

RETAILER ADVICE FROM THE FORECOURT

Powering through the crisis DARYL WORTHINGTON THE coronavirus crisis is an unprecedented challenge for all businesses, and forecourts are no different. It’s well documented that the government’s decision to officially advise people to stay at home had a big impact, with retailers telling Retail Express they’ve experienced drops in fuel transactions ranging from 50% up to 75%. Stores need to respond, both to protect their staff and customers’ safety, and to protect their businesses in these chal-

lenging times. This could be something like shutting your forecourt earlier, so your staff can restock when the shop is empty, protecting them and your shoppers, or making sure you have protective gloves easily available at all of your pumps. Nisa Local retailer John Stevenson, for instance, has had screens installed at the tills of all his forecourt sites. “We also have tape reminding shoppers to stand back from the counter, and stickers on the floor reminding them about social distancing,” he says. Forecourts in residential ar-

eas will likely see growth in grocery and top-up shoppers, making it prime time to check you’re really maximising this side of your business. Rachael Hockmeyer, for instance, has seen a sudden surge in customers buying gifts. “We’ve never sold so many balloons,” she says, a sudden growth she puts down to a local card shop shutting down. Household hardware items, such as tape and picture hooks, have also seen a sudden boost as customers reevaluate where they can go for essentials in the lockdown. “We’re selling masses of this stuff,” she reveals.

It’s vital, though, to not neglect those customers who are coming to you to refill their vehicles, especially as many of them are likely key workers who need to carry on through the crisis. Making sure these customers can come into your business and feel the right precautions are being made is vital. Here, we speak to three independent retailers to find out how they’re getting their business through the crisis.

Goran Raven, Raven’s Budgens, Abridge, Essex

Rachael Hockmeyer, Hockmeyer Motors, Sleaford, Lincolnshire

“We’re fortunate that our forecourt is laid out in a way that it’s quite easy for people to maintain social distancing. The biggest problem for us comes when customers are heading into the shop itself. “Outside, we’ve put signs up encouraging forecourt shoppers to use the window rather than coming into the shop. “We have signs everywhere encouraging people to respect social distancing, and we’ve found that 99% of our customers will do that without any fuss. We’ve used duct tape all around the floor to mark out two-metre gaps, and we’ve put signs on every fridge reminding shoppers to respect social distancing. “Sometimes it gets a bit too busy in the shop, with queues forming, so we need to shut down the forecourt to regulate the flow of customers coming into the store until the queue has died down. To do that, we stop authorising the fuel pumps. We also always have someone managing the queues.”

“We’ve had to close our coffee shop and the workshop due to the virus. However, we’re getting used to it now and we’ve trained the coffee shop staff to work in the shop. “We usually have three tills open, which is crucial for a forecourt to serve fuel customers quickly. We’ve shut down the middle till, to help with social distancing. It means waiting times are a little longer, but our customers don’t mind. When it comes to the gas bottles and wood fuel we sell, we’ve set up a self-service system to reduce contact between customers and staff. My staff will unlock the stores for shoppers, and then they can grab what they want. “We’ve seen a surge in sales of car cleaning products. This is a combination of all the car washes being shut down, and people having a bit more time on their hands. “We’ve managed to keep our shop well stocked, and this is down to the team at Blakemore, who’ve been fantastic.”

John Stevenson, Stevenson Forecourts, Northallerton, North Yorkshire “We saw early on that people were worried about the spread of coronavirus through petrol pump nozzles. So, outside, we put up signage encouraging shoppers to wear gloves. People do that with petrol pumps generally anyway, but we wanted to reinforce the message. Of course, this meant we also had to source tens of thousands of gloves, and we’re now making sure our staff are changing the bins more frequently. “Ultimately, we also want to reduce visits to the site – that might seem counterintuitive, but it’s the responsible thing to do. We’ve put signs up everywhere questioning customers on if their trip to our store is essential. We’re also about to get a delivery of hi-vis vests for our staff, which have a message on them asking customers to keep two metres away. “We’ve shortened our opening hours, so we can replenish the shelves when there aren’t customers in store.”

RETAILER ADVICE WETSTOCK MANAGEMENT

21 APRIL-4 MAY 2020 betterRetailing.com

LOSS REDUCTION Declining fuel sales in the wake of the coronavirus make wetstock management even more important than usual, reports DARYL WORTHINGTON

CRUCIAL TIME FOR WETSTOCK MANAGEMENT FOR any forecourt retailer, wetstock management is absolutely vital to the success of their business. It is the crucial starting point to monitoring and ultimately reducing the amount of avoidable losses, and this has never been more true than it is now. “The coronavirus pandemic is clearly dominating the business agenda and heavily influencing trends in wetstock management,” says Greg Salverson, global president, wetstock, at Leighton O’Brien. “A sudden and severe drop in fuel demand combined with an abrupt change in terminal pricing and a shortage in on-site maintenance services

make it critical for fuel retailers to access ‘intelligent’ wetstock data in real time.” Of course, it’s not just about installing the latest

tech solutions. Installing good practice among you and your staff is just as crucial in managing wetstock and maximising margin.

CHANGING MARKET REFLECTING the wider business trend, more and more retailers are switching to digital solutions to meet their wetstock management needs as they look to pull together ever more precise data and detailed insights. “We are finding fuel retailers increasingly turning to remote wetstock analytics platforms featuring live data with intelligence that positions retailers to buy efficiently, minimise losses and maximise their margins,” says Salverson. “The prevailing fact is it takes 20 litres of margin to replace one litre of fuel lost at cost. Minimising losses from the depot to dispenser has a big impact on a

retailer’s bottom line.” A variety of options are available, each offering different metrics, measures and compatibility. Finding the one right for

SUPPLIER

VIEW

you will, of course, be largely shaped by the specifics of your forecourt, as well as the actual information you’re looking to have access to.

How retailers can reduce unnecessary wastage and losses in their wetstock

Greg Salverson, global president, wetstock, Leighton O’Brien

three options Three remote wetstock management options Fairbanks Global 365 Insite360 Fuel Suite Wetstock Live

“THE latest big data solutions build on top of existing infrastructure retailers invest in for everyday operations. Rather than installing extra boxes at site, utilising existing EPoS systems and tank gauging data incorporated into centralised machine learning and artificial intelligence software gives retailers the answers the industry has long chased: real, tangible loss detected by root cause for quick and efficient action on site. “Technology has allowed the industry to move away from alarms around general conditions to investigate any of 10 possible causes to pinpoint specific reasons for loss, resolving the issue and verifying the losses have stopped.”

ADVICE WETSTOCK MANAGEMENT

USING ALL THAT DATA COLLECTING huge swathes of data is, of course, not an end in itself. “A key challenge in the industry is interpreting huge volumes of data. Sales transactions, tank gauge stock readings, ATG alarms; it can be overwhelming and often leads to more waste than efficiency chasing each potential issue,” says Salverson. It’s important to think about how your wetstock management solutions are actually incorporated into your business. “Intelligent alarming built into wetstock software solutions that minimise time and cost invested in chasing false alarms allows retailers to fo-

cus on high-value, preventable fuel loss from delivery shortages, tank chart errors, releases to ground and meter drift. Reducing waste means reduc-

ing loss without over-investing in chasing false fail results, false equipment alarms and meaningless fuel variances,” Salverson continues.

SECURITY IN THESE challenging times, security has become a growing concern for many retailers. Although cases of driveoffs are down, incidences of people filling up a container and then leaving without paying have increased. The British Oil Security Syndicate’s (BOSS) Payment Watch Scheme hosts a set of guidelines and procedures to help forecourt retailers deal with issues such as bilkings, driveoffs and no means of payment incidents. Executive director Kevin Eastwood explains that there are certain good-practice routines forecourt retailers can do to boost security. “When a motorist pulls up

at a pump, try and take five seconds to look at the pump, the person filling up and the vehicle being filled, before activating the pump,” he

says. “This will help forecourt staff to identify some warning signs and ensure that you have a chance to take the necessary action.”

NO MEANS OF PAYMENT FORECOURT crime costs each fuel retailer, on average, approximately £3,600 per year per site, according to figures from BOSS. Although driveoff incidents are the most frequent offence, no means of payment incidents are hugely significant, representing a third of forecourt crime. “When a person enters the kiosk and informs you that they don’t have the means to pay at that time, try to remain calm and courteous. In the majority of cases, this type of

incident is possibly a genuine mistake,” says Eastwood. “You should ensure you get your customer’s name, address, postcode and car registration number. As most people have a mobile phone, ask for their mobile phone number and try it. “Then follow industrystandard procedure, such as BOSS Payment Watch, as a means to help fuel retailers recover monies lost from drive-off and no means of payment incidents.”

top tips Tips to prevent drive-offs from Kevin Eastwood, director, BOSS Make eye contact if possible; this can be surprisingly effective if the person knows someone has seen them. Use the tannoy to make suspicious people aware you have noticed them on the forecourt. Ask them to check their engine is off if lights are on, close open doors, etc.

SAFELY CLOSING DOWN THE current crisis will see many retailers shut their forecourts temporarily. According to guidelines from the Petrol Retailers Association (PRA), two main safety-related risks are fuel leaking from fuelling infrastructure, such as tanks

and pipeworks, and the exposure of flammable vapour, for instance from tampering or vandalism. According to PRA, reasonable steps to alleviate risks include deactivating power supply to the dispensers, where

possible locking or otherwise securing nozzles to their dispensers, ensuring tank fill pipe cans are secure and locked, recording and periodically checking the quantities of fuel in each tank, and removing all flammable materials from the

If the forecourt is manned by two or more staff, make regular walks out onto the forecourt to restock or clean the forecourt. forecourt, including, if possible, rubbish bins. PRA also stresses the importance of ensuring emergency responders have updated emergency contact details for the site. For more information from PRA, visit ukpra.co.uk.

Don’t be afraid to request pre-payment; go with your instincts. Ensure CCTV system is working correctly and the image is clear. Retain CCTV images of any incidents and report them.

RETAIL

IRi Market Place, Volume Sales, Value RYO Category, North Scotland, Central Scotland & Border Regions Combined, MAT To 05/01/20 vs MAT To 06/01/19 iiIRi Market Place, Volume Sales, Total RYO/MYO, Total UK, MAT To 05/01/20 iiiJTI estimates *Retailers are of course free to sell JTI products at whatever price they choose IRi Market Place, Value Sales, Total RYO/MYO, Total UK, MAT To 05/01/20 vIRi Market Place, Volume Sales, Total RYO/MYO, Total UK, MAT To 05/01/20

IN ACTION

BRAND SPOTLIGHT

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In partnership with

Why stock it?

FOCUS ON:

JTI’S 3-IN-1 PACKS JTI has launched a new 3-in-1 rolling tobacco pack for Holborn Yellow and Kensitas Club. For the first time, the pouches will include tobacco, papers and now filters – all in one place. RETAIL EXPRESS finds out more

WITH 30g of tobacco, 100 papers, and 77 filter tips included in each of the newly-launched pouches, Holborn Yellow 3-in-1 provides existing adult smokers with the complete kit for a convenient, fuss-free roll-your-own (RYO) experience. At the same £11.70 RRP* as the 2-in-1 version, Holborn Yellow 3-in-1 is great value for money for shoppers, offering existing adult roll-your-own smokers more for the same price. On top of the 3-in-1 Holborn Yellow release, JTI is also launching a 3-in-1 rolling tobacco variety for its heritage brand Kensitas Club, which is particularly popular in Scotland. With value RYO growing 17.5% year on year in Scotlandi, the launch presents an exciting opportunity for Scottish retailers.

Must-stocks Holborn Yellow 3-in-1

In action

Kensitas Club Rolling Tobacco 3-in-1

Availability is key: Full range and availability is vital because customers are brand loyal. Communicate that the 3-in-1 variety is not a new product, but a well-known favourite with even more included.

Get formats right: Pouches are currently more popular for rolling tobacco than boxesiii, so retailers should make sure to reflect this in their range by stocking innovative new pouch products.

Right price: Price is a key factor when it comes to rolling tobacco, where value is the predominant trend. Remain competitive by selling at the manufacturers’ recommended retail price (RRP) or below.*

Akshay Patel, Londis Towpath, Croydon, London

“WE’VE noticed the popularity of rolling tobacco growing every year. And, with more smokers turning to value and some menthol smokers seeking alternatives in the lead-up to the menthol ban, we find our customers wanting a more tailor-made smoking experience. This can be found within the RYO category. We make sure to stock any new, innovative products.”

Market insight

£2.8bn

The annual sales generated by RYO in the UK, with a 5.5% year-on-year increase

6.5m

The kilograms of rolling tobacco that are sold each year in the UKii

For more information on Holborn Yellow 3-in-1 and Kensitas Club Rolling Tobacco 3-in-1, retailers should arrange a call with their local JTI sales representative, or they can visit jtiadvance.co.uk for further details

CATEGORY ADVICE PRICE-MARKED PACKS

21 APRIL-4 MAY 2020 betterRetailing.com

ON THE MARK Getting price-marked packs is as important as ever, writes TOM GOCKELEN-KOZLOWSKI

PMPS REMAIN A POWERFUL TOOL WE LIVE in extraordinary times. As the grocery industry gets used to its pivotal role in maintaining living standards – and easing panic buying – a whole new set of rules have become the norm. An industry built on delivering eye-catching promotions has suddenly had to stop. Almost every supermarket has put a limit of how many items of a particular product customers can buy. Meanwhile, one promo-

tional dynamic goes on unaffected: the price-marked pack (PMP) – a tool that will help independents in what are sure to be tough months ahead. “For shoppers, PMPs offer reassurance that they are not being overcharged, while contributing to an overall positive price perception,” says Susan Nash, trade communications manager at Mondelez International. The company uses PMPs across its range, including

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Ralph Patel, The Look In, Woodmansterne, Surrey

£1 sharing bags for brands such as Cadbury Curly Wurly Squirlies and Cadbury Dairy Milk Oreo Sandwich. In both cases, price-marking has helped these new products to stand out. “For retailers, the percep-

tion of improved value, convenience and trust from their customers makes stocking PMPs a good option – with a fifth of shoppers saying they would choose a particular convenience store if they knew it stocked PMPs,” says Nash.

“WE’VE always tried to stock a range of price-marked packs in every category, from confectionery to spirits, because they are popular with customers. They help customers know that we’re not ripping them off. “I think manufacturers have realised that retailers need a decent margin, too. There was a time when we were expected to subsidise PMPs by taking the full hit on profit ourselves, but now the difference is a few per cent and no one’s going to complain if that means more sales.”

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CATEGORY ADVICE PRICE-MARKED PACKS

EXTRA OPPORTUNITIES

top tips Five ideas for your store Sole survivors PMPs are a promotional dynamic that’s been unaffected by the coronavirus, whether on essentials or luxuries. Trust PMPs help retailers show their customers they’re offering value for money. Brand retention Use PMPs to keep your customers from trading down to own brands or budget options. £1 is king The £1 sharing format is dominating in a range of categories including crisps, biscuits and confectionery. With people in lockdown, these products connected to big nights in are even more important. Welcome with a PMP Price-marking is a useful way to help new products stand out and encourage shoppers to try something new.

DRINKING UP THE OPPORTUNITY IT’S NOT just in food products that PMPs can have a significant impact on your store. Customers are price-conscious for their whole shop, and this is borne out by some eyeopening statistics from Yazoo. “PMPs represent 78% of Yazoo’s sales in convenience, so they are a massive part of our business,” says Wayne Thompson, business unit controller for out of home at Friesland Campina. “So much so, that in the independent channel, the rate of sale of Yazoo is around 60% higher in PMP compared with its regular format.” Yazoo is available in PMP in 400ml and 1l formats, show-

ing that it’s not just on-the-go shoppers who are looking for the value offered by PMPs. “Following the success of the permanent 400ml PMPs, we launched the 1l PMP to tap into a new market of flavoured milk drinkers and open more opportunities for retailers to drive sales,” Thompson says. Yazoo’s new limitededition Choc-Hazelicious is available in 400ml and 1l PMP bottles. They include an on-pack promotion with Alton Towers, to encourage shoppers to try the new range.

THERE was a time when the arrival of PMPs into a new category was noteworthy, whether it was premium crisps or budget fruit and vegetables. Such is the power of pricemarked products, however, that their appearance is now expected. PMPs continue their march in the alcohol category, for example, across the subsectors and pricepoints. In many cases this dynamic fits with suppliers’ own strategies. “Jägermeister continues to focus its efforts in the impulse channel and has recently introduced a new PMP – 20cl for £6.79,” says Mast-

Jaegermeister marketing director Nicole Goodwin. “PMPs are an impulse purchase that aim to deliver great value to consumers while driving incremental sales for retailers.”

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SUPPLIER

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Becky Unwin, senior brand manager, Vimto Soft Drinks

“VALUE is extremely important to consumers now – they are looking for transparency and confidence that the products they are purchasing aren’t overpriced. PMPs also make shopping easier for consumers, as they are clearly marked, creating real on-shelf presence, which, in turn, drives quicker purchase decisions. “While retailers need to keep an eye on their profit margins, the allure of a PMP will help to increase impulse purchases, encourage repeat custom and ultimately drive stock through more quickly. It’s important for convenience stores to stock a range of flavours and brands within their PMP offering to drive these impulse purchases.”

UPSELLING POTENTIAL ANYONE who has seen sales of grab-bag crisps and chocolate blocks rise will not be surprised to hear that PMPs continue to help retailers upsell customers to larger formats. Mars Wrigley has looked to continue to grow the gum category with a similar move. The company’s £2 PMP bottle contains 46 pellets and is available in Peppermint and Spearmint flavours. “For retailers, the launch of the PMP bottle will help to improve rate of sale, as purchase intent in the gum category has been shown to significantly decline when priced above £2,” says Victoria Gell, fruity

confections portfolio director at the company. Gum is one category that benefits from impulse sales, and for the coming months – when visits to the shops will be among the very few journeys many shoppers will be making – these additional sales will be vital. According to Matt Collins, KP Snacks trading director, nearly 40% of those who regularly snack say PMPs fit with their lifestyles. “PMPs cater specifically for these shoppers who purchase on impulse as they provide much-needed value from the bigger snack they are

looking for, while offsetting any potential price perceptions,” he says. According to KP Snacks research, a third of consumers believe PMPs are cheaper than non-price-marked products, a point that emphasises their value in a world in which supermarkets are dialling down their own promotions. The company has embraced the £1 sharing concept across its range, including McCoy’s Thai Sweet Chicken, Wheat Crunchies Crispy Bacon and a two-for-£1 on-pack promotion on Pom-Bear. KP Snacks isn’t alone in seeing the importance of the sim-

ple PMP. “Offering customers a range of PMP biscuits is a simple, cost-effective way for convenience retailers to attract impulse shoppers – and increase basket spend,” says Kate Needham, marketing director at Burton’s Biscuit Company. Nestlé’s Cereal Partners UK provides a range of its breakfast cereals in price-marked boxes. With social distancing keeping more people at home, a range of price-marked cereals is a great way to get customers to buy their breakfast at your store instead of at the supermarket. PMPs available include Shreddies, Cheerios and Shredded Wheat.

IN THE APRIL ISSUE OF VAPE RETAILER…

OUT NOW How retailer Paul Lodge increased his vape sales by 150%: the trends he followed, his menthol ban strategy and tips for proﬁt growth

• Exclusive convenience sales data for closed vape systems: challenger brands and bestsellers

• Your menthol ban guide: how to turn the legislation into an opportunity

Get your digital copy at betterRetailing.com/vape-retailer today or call Kate Daw on 020 3871 6490 To advertise in Vape Retailer, contact Matthew Oliver on 020 7689 3367

CATEGORY ADVICE IN-STORE SERVICES

SAVVY SERVICES FOR YOUR BUSINESS Offering additional services enables retailers to make sure they are providing locals with everything they need to get by. TAMARA BIRCH gives an overview of four popular services that your store could offer

FINDING THE RIGHT SERVICE AS SHOPPER lives become busier and more pressured, they are turning to convenience stores to provide the services they need. From a post office to home delivery, retailers offering these in store can attract extra footfall and boost their reputation in their communities. The outbreak of Covid-19 has driven footfall for a lot of retailers – and a lot of uncertainty. Some have had their basket spends triple, and all have had

to adapt their businesses to work in the current climate. Retailers like Sophie Towers, of Hillingdon Spar in Burnley, have launched click-and-collect services or found ways to operate the lottery and parcel collection contact-free. North Yorkshire retailer John Stevenson, of Nisa Local Northallerton, has adapted the services in store in line with government advice. “We’re trying to remove touch points in our

store in the wake of the coronavirus. For the lottery, we’re only doing scratchcards and lucky dips. We’ve taken out play stations, and instead we’ll have customers tell us the numbers verbally and then we’ll enter them for them,” he says. The most successful shops are there for their customers and make their lives easier. Customers expect certain services to be available in one location – they want convenience.

By offering an in-store service shoppers deem important, retailers have the opportunity to boost repeat custom. Similar to other retailers, Gaurave Sood, of Neelams Convenience & Post Office launched a delivery service for customers who might be selfisolating. “We deliver to all our customers. It’s not just our older customers who are worried, and if there’s something I can do to ease the anxiety, I will.”

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EXPANDING OUTSIDE YOUR SHOP WITH uncertain times ahead, shoppers are adjusting to a new normal, so offering a home delivery service can expand your reach and let shoppers who are self-isolating or in at-risk groups continue to use your store. A home delivery service can also continue once the pandemic ends to help you achieve higher sales. Avtar Sidhu, of St John’s Budgens in Kenilworth, Warwickshire, launched home delivery with the aim of offering a service similar to Tesco and other multiples. “I use Snappy Shopper, an app where customers in Kenilworth and the surrounding villages can order directly from the store. It’s been a hit, and shoppers are using it for their weekly shops. I wanted to offer something different and I think this is where the business is going – it’s not about how I can bring them to my store, but how I can take my store to them.”

Rachael Hockmeyer, from Hockmeyer Motors in Sleaford, Lincolnshire, also took on a home delivery service. She says having the option to take payments over the phone was crucial to getting it up and running. “It has been ridiculously hard work, as so many people have chosen to or needed to use the service, but my staff have done brilliantly. We had to shut down our coffee shop because of the crisis, so we’ve retrained some of them to run the home delivery service, and they’ve done really well,” she explains. “They work in teams of two, so one will pick up the items on the shop floor while the others will do the deliveries. We’ve been delivering everything, including Easter hampers. “For more vulnerable members of the community, we’ll leave the delivery on their doorstep, so they don’t have to come into contact with us.”

three tips Advertise your delivery service on social media, including operating times and area coverage. Design a plan on how your delivery will work, from team members to the products you’ll include. Talk to your customers about the service, particularly the elderly, to gather interest.

27 23

OFFER A PARCEL COLLECTION SERVICE ONLINE shopping has become the norm, but it also means making returns is a hassle for shoppers. Once the coronavirus lockdown has been lifted, shoppers are unlikely to be able to stay at home waiting for a courier to pick up a parcel, so by becoming a collection and drop-off point, you take the worry away from shoppers. This has the potential to drive extra footfall and let you get to know customers in your community. Social media is a vital tool to advertising services like MyHermes, so use Facebook to

alert your customers that you offer this option. Similarly, taking ownership of your business on Google and making sure you’re listed as a parcel location will help as shoppers continue to turn to search engines to find vital services in their area. Uxbridge retailer Atul Sodha, of Londis Perverills in west London, uses a MyHermes machine in store to make sure he’s providing for customers. “Some shoppers rely on MyHermes, especially with the uncertainty of the coronavirus. As a retailer,

I don’t know what they’re sending back, and I don’t want to deny them a service that might be vital. As long as I can provide a service, I will,” he adds. Stevenson says they’ve implemented new ways for shoppers to use MyHermes, to make sure the transaction is contactfree. “For our MyHermes, we’re asking customers to hold the parcel up for us with the barcode facing us. We’ll scan it, and then we’ll ask them to put it in the trolley. It’s all about reducing touch points and contact.”

three tips Get in touch with a parcel service company to install a machine in store and discuss costs and the needs of your business to make it work. Use a sign outside the store to alert passing trade. Dedicate an area in store (if space permits) or behind the till to place parcels ready for collection.

BE CONTACT-FREE WITH CLICK AND COLLECT CLICK and collect is an increasingly vital service for communities. From wanting to be contact-free to removing the time spent in stores, click and collect can help boost spend for retailers. Setting up a service requires careful planning. To get started, think about whether you have the space to offer such a service. For smaller stores – or stores on a main road – the alternative is offering

time slots throughout the day to minimise congestion. A click-and-collect service helps reduce your shoppers’ time in store, as well as making sure they receive the goods they need. It’s something that a number of retailers have looked into organising for the first time as a way to reduce contact and therefore risk for customers, and their staff. Towers launched a simi-

OFFER A MULTITUDE OF SERVICES SHOPPERS are choosing convenience more than ever before, meaning services like Payzone and PayPoint will help retailers become a one-stop destination. It’s vital retailers adapt their stores to move with changes in technology and trends. In 2016, UK card payments exceeded cash payments, with 469 card payments made every second according to Payzone.

The service allows retailers to take face-to-face payments, including contactless, and shoppers can pay bills. Customers can also buy vouchers, from gaming vouchers to shopping vouchers, as well as train tickets. Payzone is offering no set-up costs, 12-month contracts and flexible payment options for businesses looking to introduce it in store.

Sidhu installed Payzone in his store six months ago and offers an additional siting for vital services. “Any service you offer in store must serve the customer and make their lives easier so they’re more likely to return. Payzone offers similar services to the Post Office, which we also have in store, but it’s located next to our retail till so shop-

lar service and now receives around 30 orders a day. “Customers call us up, place their order and pay over the phone – which is then collected by the team and placed in their cars to minimise contact. “We advertised the service on Facebook, but the local council got in touch and added us to their helpline, and a lot of our orders come from them,” she says.

three tips pers can pay for their shopping and buy vouchers or pay bills if needed,” he explains. “We had no set-up costs and we’re in a 12-month contract, and for us it’s about doing something customers need and benefit from. As retailers, we have to improve our customers’ experience to encourage repeat custom, so if there’s a way to do this, it’s our job to do it.”

Place the service near the till to allow shoppers to do what they need to in one place. Talk to your customers about what Payzone and PayPoint offer. Train your team on using the machine, so customers can receive their goods and pay bills efficiently.

three tips Talk to your customers before launching to drum up interest. Make a note of minimum spend, products included and operating hours. Talk to other retailers for ideas on how they’ve made it work in their stores.

I first started reading RN in 2012. It inspired me to be as successful as the retailers being profiled. I still read RN to soak up as much information as I can.â&#x20AC;? Ferhan Ashiq Independent Retailer NFRN Member

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PROFILE

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RETAILER PROFILE AVTAR ‘SID’ SIDHU ST JOHN’S BUDGENS Location: Kenilworth, Warwickshire Staff: Four full-time, seven part-time Size: 2,000sq ft Hours: Mon-Sun 6.30am-9.30pm

‘SHOPPERS WANT A SIMPLE TRIP’ KATHERINE BROOK ACCORDING to retailer Avtar ‘Sid’ Sidhu, of St John’s Budgens in Kenilworth, “once you �ind your point of difference, the rest will fall into place naturally”. “We decided to focus on four key areas: alcohol, vaping, food for now and food for later,” he says. “By focusing on these sections and doing them well, we are giving people a reason to visit the store.” These cornerstones came from dedicating time to researching the needs of the local community. “We wanted to become a destination for alcohol, but that doesn’t necessarily mean every variety. Instead, we made beer and cider our key focus," he explains. “Large value packs sell the best, as well as local beers, ciders and ales, which we have on offer at three for £10, all year round. People want value for money, so we have matched supermarkets with competitive prices. “We also stock local spirits from Cheltenham-based company Toppd, which offers pre-mixed cocktails made from natural ingredients. Our customers aren’t after strong

spirits like vodka, they’re much more mindful of their drinking experience. Toppd, for example, is a low-ABV premade cocktail, which, again, we have on offer.” Sid applies the same thought process and attention to his other three ‘cornerstones’. His vape area is basically a shop all of its own, �it with an interactive screen. “Vaping is a fast-growing category and with the menthol ban coming in May, we expect it to gain momentum. “Our point of difference is not only that we stock a wide range of products, we also have fully trained vaping experts in store and a repairs service,” he says. “We do as much as we can for the customer because we know they’re busy and want a simple shopping trip,” he adds.

“It’s all about giving customers the con�idence that they know they’ll �ind a strong fresh and chilled range in our store, which they can pick up on their way home from work.” Food for now has been an evolving category for Sid. He used to have a full deli, but found the overheads just didn’t quite match up, so stripped this back to a more modest offering while he did his crucial market

ONCE YOU FIND YOUR POINT OF DIFFERENCE, THE REST WILL FALL INTO PLACE NATURALLY

research – 300 new houses are soon to be built in the area. “We want food for now to become a point of excellence, so we’re going to create much more theatre in store, with tables showcasing fresh bread, cakes and patisseries – at the moment, it’s a bit hidden,” adds Sid. With the support of Booker, Sid’s also installing a self-serve deli, with locally-made products in individual portion sizes. “Our issue before was labour costs, but with this new structure, we’ll be able to mitigate these,” he says. Being a retailer isn’t without its challenges. “Costs are always rising, discounters are expanding and yet we still have to price competitively,” says Sid. “Beyond our key categories, we’re doing everything we can do to stay on trend, which is why we’ve recently launched a delivery and click-and-collect service. The response of the local community has been brilliant and we’re already turning over four �igures a week.” For more pictures of Sid’s store, go to betterRetailing.com/ st-johns-budgens

consistent for your 1 Becommunity “From what you stock to how you sell it, being consistent is hugely important in a neighbourhood,” explains Sid. “If people are confident in what you stock, they will keep returning.” to know your 2 Get competition “Get to know customers’ shopping habits,” he advises. “Visit local stores, cafés, bakeries and delis, as it will go a long way in helping you tailor your business to find your point of difference.” your 3 Support local community “Our community is a huge part of what we do,” says Sid. “From sponsoring the local football team to organising bakery classes for children, we make a big effort to be part of the neighbourhood.”