Retail Express - 16 November 2021 (London Edition) by BetterRetailing

GET YOUR STOLEN CIGS BACK • Stock seized from gantry robberies to be returned to shops by HMRC using track and trace • Plus: part one of a behindthe-scenes look at Liverpool’s crackdown on illicit tobacco

16-29 NOVEMBER 2021 STRICTLY FOR TRADE USERS ONLY

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POST OFFICE WOES

PARCEL FRUSTRATION

RETAILER ADVICE

Video by subpostmaster slamming firm over ‘unfair’ pay goes viral on social media

myHermes QR code confusion causes queues and missed sales

How stores are adapting and helping customers transition from cash to card

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SUSTAINABLE OPTIONS FOR FORECOURTS

What retailers can do to get ahead of environmental initiatives P22

FORECOURT FOCUS

your p22 Top tips to improve forecourt’s sustainability

EV Market set to charge ahead

“To support the increased in pubcharge more demand, year, ni�icant investment re.” in the drop on the previous on lic charging infrastructu N points will be needed month DARYL WORTHINGTO and the weakest future, so it is encouraging made by since October 2021. ets joining in to see the progress from the month market share of Supermark with this surge NEW �igures The Manugrew, Coinciding plug-in vehicles supermarkets.” most EVs vehicles Society of Motor in uptake of Tesco has the Traders plug-in BEVs equalling facturers and a growth in superits sites, 922 that more however, share of has been adding EV charge installed at September (SMMT) project stores, folwill be their across its 4,008 and markets plug-in vehicles than in 15.2%, at 16,155 units, According to RAC Asda, which has to 7.9% or points. Map data, close to lowed by However, registered in 2021 PHEVs growing Zap chargers. and 246 previous biggest electric vehicle the whole of the 8,382 units. Morrisons has the more 1,000 new 10 years. According to SMMT, car charge points have been proportion of its sites able 2019, Between 2010 and bat- than a quarter of all at supermarkets to offer EV charging, 40%, new An in the UK installed a total of 271,962 in the past 12 months. and models available in. versus Tesco’s 13%. of be plugged taking the totery electric (BEVs) “While the majority will vehicles can now by 85% increase t plug-in hybrid “Massive investmentlong- tal number on supermarke going electric registered. meaning drivers as well as easily on (PHEVs) were sites to 2,059, and that industry be able to charge government incenSMMT is forecasting the UK’s publicly their driveways at home, consumers standing seen us go from 8% of all businesses and charge points are for the remainder it won’t new tives have cars accessible will register 287,000 supermarkets. just 188 new plug-in having access to at so now easy equivabe – year to almost 300,000 BEVs and PHEVs “Over the past than free, or affordable, charging new cars, in 2010, said Mike Hawes, more lent to one in six supermarkets is in 2021,” there have been of facilities at executive. even drivers chief this year. could new and reg- SMMT by the 130,000 and usage important, New plug-in vehicle To achieve net zero 100% electric cars accelerate EV take-up remained has surged help date, however, upsaid the istrations have in recent desired must continue to of public chargingeased,” said in the �irst place,” relatively stable rates lockdown director EVs, Sarah a drop in take ongoing since m, co- RAC’s months, despite s. grow. This requires consum- Melanie Shuf�lebotha Winward-Kotecha. to help overall car registration Zap Map. were reg- incentivesthe switch and sig- founder of 106,265 new cars a 24.6% ers make istered in October,

16-29 NOVEMBER 2021 STRICTLY FOR TRADE USERS ONLY

Fuel duty freeze welcomed

Retailers blamed for rising fuel prices

EG Group to installtising multimedia adver

store, visual advertising signed an the nozzle, and vidEG GROUP has com- on the pump to an RAC statement. have in- agreement with tech increasing their Media to eo screens. an autopiIt claims retailers car is RETAILERS pany Audiebant has “As refuelling is a typical 55l family margin on petrol their average margin set up a “multi-sensory” Audie-Approach 2020. average fuel duty in ing price of creased is lot task, the since April more than in May THE freezing of command for advertisers at contributed to the on a litre by 2p has helped £20 means brands can millions to com- platform the typical motor- petrol hitting a record high, the latest Budget 2020 in an attempt strain on With attention of a month, in roadside forecourts. the RAC. Audiebant the across avoid putting more �illing up twice for a decrease by according to According to an household ist captive listeners comof petrol pensate signing up of the economy and to Brian fuel bills have increased The average price sales since the pandemic. statement, brands the plat- the UK,” said Josh Dean, October, month. 24 a on government £40 budgets, according Audiethe “We urge of the around at an hit 142.94p to advertise through Group mercial director at peak EG Madderson, chairman the burden at the “With pump prices been exceeding the previous form can reach 370 Association. has April to help ease bant Media. conPetrol Retailers’ temporarily reduc- forecourts across the UK with eight year high, PRA and the of 142.48p, struck in by average an Sunak pumps “With government Chancellor Rishi four-to-six and for the biggest advertising and 29 October lobbying in particular out- 2012. sumer spending that the ing VAT to bring the amount immersive campaigns. viscon�irmed on Though saying at the pump per continue Treasury, sponsorship damag“pri- retailers minutes of litre driven ofbeen forecourt every that fuel duty will further lining the potentially on has The Audiebant a oil they make economy jump it, this unique approach to be frozen for by a surge in the down to the level ing effects on the offers advertis- fers huge untapped potential budgets of marily”as well as the switch to petrol back to the pandemic,” package 12 months. sound audio and household prior ” price, of was surround it cost rise, ers the advertising. This comes as an in�lation-linked the E10, retailers taking a higher said RAC fuel spokesman Sipump and in for than dou- even played out at the is positive to hear t,” margin on each litre sold has mon Williams. a barrel has more year, from so it commitmen according , bled over the past Chancellor’s also contributed $40 to around $85. of �ill- said Madderson. As a result, the cost

grown your sales forecourt that have big changes in your l@newtrade.co.uk Have you made any 7689 3390 or at editoria Let us know on 020

GET YOUR STOLEN CIGS BACK • Stock seized from gantry robberies to be returned to shops by HMRC using track and trace

• Plus: part one of a behind-the-scenes look at Liverpool’s crackdown on illicit tobacco P3

POST OFFICE WOES

PARCEL FRUSTRATION

RETAILER ADVICE

Video by subpostmaster slamming firm over ‘unfair’ pay goes viral on social media

myHermes QR code confusion causes queues and missed sales

How stores are adapting and helping customers transition from cash to card

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and profits?

our say

Megan Humphrey, editor

Illicit-fighters are acting on your behalf IT was time to go undercover again last week, after being invited to join a road trip around Liverpool with plainclothed, anti-illicit investigators seizing illegal cigarettes from dodgy sellers. Back with the same team, I heard how they’d continued to target major UK cities since I last saw them. It’s important for me to stress that this isn’t just a one-off job for them. They are a dedicated team, spending a huge amount of time stamping out illicit tobacco in convenience stores. Quite often, I hear retailers criticise the lack of work being done to protect their legitimate sales, but I’m here to assure you that it’s being done. This time around, sellers were far more confident boasting about the collection of packs they had on offer. None more so than a store owner in Newcastle whom I was told took being confident to I AM WITNESSING a whole new level. Rather than hiding his stash, the team found ILLEGAL STOCK his illegal packs laid out on the BEING REMOVED countertop for all to see, with hand-made price tags on each. He might not have had a gantry, but he’d certainly gone to the effort to make his own. One officer said they were “astonished” by what they’d found. I understand the brazenness of some retailers indulging in this crime must be frustrating, but rest assured you have people in your corner. I am witnessing illegal stock being removed from the market with my own eyes, so have faith and help these officers feel supported by continuing to report criminal behaviour when you see it.

The five biggest stories this fortnight 01

Post Office goes viral, but for all the wrong reasons MEGAN HUMPHREY

THE Post Of�ice (PO) came under attack from nearly 100 subpostmasters last week after a video went viral criticising its pay levels. Coinciding with the �irms Christmas stamp launch, the clip claimed subpostmasters have to sell the equivalent of 7,000 stamps per week to earn the minimum wage, and

contrasted this with the pay of senior PO employees. Creator of the video Sean Hudson, of West Boldon Post Of�ice & Village Store in County Durham, told Retail Express: “I want everyone to realise how much you have to take from small commissions to get the minimum wage and how unrealistic that is.” A freedom of information

request response by PO in late October revealed nearly half of PO retailers received less than the minimum wage last year, based on opening for 10 hours per day, six days a week. Commenting on the protest video, a PO spokesperson said: “Post of�ices generate footfall for many retail businesses and complement their wider proposition. “In the past six weeks,

we’ve held face-to-face events with 1,500 postmasters to discuss new opportunities to increase sales, and how we can work together to enhance their overall pro�itability, including the new agreement with Royal Mail, roll out click & collect services, and cash and banking.” For PO’s full response, go to betterRetailing.com and search ‘viral’

TO FIND OUT HOW HMRC ARE PLANNING TO USE TRACK AND TRACE TO FURTHER REDUCE ILLICIT, TURN TO PAGE THREE @retailexpress betterRetailing.com facebook.com/betterRetailing Editor Megan Humphrey @MeganHumphrey_ 020 7689 3357 Features editor Charles Whitting @CharlieWhittin1 020 7689 3350 Insight reporter Tamara Birch @TamaraBirchNT 020 7689 3361

Editor – news Jack Courtez @JackCourtez 020 7689 3371 Senior features writer Priyanka Jethwa @PriyankaJethwa_ 020 7689 3355 Features writer Jasper Hart 020 7689 3384 @JasperAHHart

News reporter Junior Designer Suhara Pavithri Jayasena Miriam Garofalo @suharajourno Production coordinator Production editor Chris Gardner Ryan Cooper 020 7689 3368 020 7689 3354 Director of sales Sub editor and marketing Jim Findlay Matthew Oliver 020 7689 3373 020 7689 3367 Sub editor Robin Jarossi Head of design Anne-Claire Pickard 020 7689 3391 Designer Jody Cooke 020 7689 3380

Senior account director Charlotte Jesson 020 7689 3389 Account director Natalie Reeve 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

Editor – insight Chris Dillon @ChrisDillonNT 020 7689 3379 Senior news reporter Alex Yau @AlexYau_ 020 7689 3358 Editor in chief Louise Banham @LouiseBanham

Lottery advert ban

MORE than 60 politicians have called for a complete ban on National Lottery advertising and for the operator to axe its online focus on instant-win games in favour of draws. The comments were published last week as evidence

Management accountant Abigayle Sylvane 020 7689 3383 Managing director Parin Gohil 020 7689 3375

42,281

Van sales halted

WALKERS owner PepsiCo has temporarily pulled van sales deliveries to independent stores. Several retailers reported the van sales team stopped visiting in October, affecting supply of core lines such as Walkers and Doritos.

For the full story, go to betterRetailing.com and search ‘lottery’

Account manager Adelice Tatham 020 7689 3366 Account manager (new business) Jimli Barua 020 7689 3364

submitted to a government enquiry. The All-Party Parliamentary Group for gamblingrelated harm and Clean Up Gambling raised concerns over an alleged shift away from sales in store in favour of online products.

Fireworks shortage

NEW Year �irework sales in convenience stores could be at risk due to Brexit and Covid-19. Store owners reported cash and carries opted not to range �ireworks for Bon�ire Night, leading to future concerns. Multi-site retailer Kay Patel

said: “I usually have three suppliers, but I’m down to one. If the stock doesn’t come through, I’ll be 50% down on the usual capacity.” One regional wholesaler said the shortages were related to Covid delaying imports from the Far East.

One retailer said: “The reps were taken off two weeks ago and my concern is the backlog when they come back. I rely on them to come to my shop each week.” Supply issues are expected to persist until the end of the month.

For the full story, go to betterRetailing.com and search ‘Walkers’

Paper concerns

A PAPER shortage is raising prices for publishers, with concerns of up to 50% price rises hitting page counts and retail prices. One industry analyst claimed newsprint is especially affected as home parcel delivery continues to outmus-

cle news printers on accessing recycled paper material. However, the Professional Publishers Association declined to share information regarding the shortages, ahead of a brie�ing with the Department for Business last week.

Audit Bureau of Circulations July 2020 to June 2021 average net circulation per issue

Retail Express’ publisher, Newtrade Media, cares about the environment. 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.

For the full story, go to betterRetailing.com and search ‘fireworks’

For the full story, go to betterRetailing.com and search ‘paper’

@retailexpress facebook.com/betterRetailing

16-29 NOVEMBER 2021 betterRetailing.com

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

Track-and-trace tool to help return stolen stock to indies MEGAN HUMPHREY INDEPENDENT retailers will soon be able to get stolen tobacco stock returned to them using a new track-and-trace tool, created to crack down on the illicit trade. The new tool uses track and trace to scan seized tobacco products to identify where the products originated from. Speaking at the National Business Crime Conference in Nottingham this month, City of London superintendent Patrick Holdaway con�irmed HM Revenue & Customs (HMRC) is working with the police to �inalise how the system will work. Holdaway said: “With increases in theft of tobacco due to rising taxes there is a massive value of costs involved. “While we keep targeting offenders, if we push to make this happen, it will make it easier to �ind out where the products come from.” Track and trace launched in May 2019, meaning businesses involved in the supply of cigarettes and hand rolling tobacco must have an economic operator identi�ier code (EOID). Holdaway stressed the new system will ensure the sale of legitimate products, with EOIDs not being recognised generating a new warning. It’s understood the tool is a “groundbreaking” step

towards tackling illicit tobacco, and will shift the focus from targeting the offenders to �inding out where the products are stolen from. Holdaway acknowledged some stolen tobacco products are sold back through retailers, and until the risk of getting caught is higher then the pro�its they make, it’s always dif�icult to stamp out. Tobacco manufacturer Imperial backed the development. Anti-illicit trade manager James Hall said: “We welcome the efforts to maximise the use and effectiveness of the trackand-trace system. “While clearly it is still early in its development, any scheme that looks to support honest, hardworking retailers deserves strong consideration.” When asked when the tool is likely to be introduced, an industry source told Retail Express: “It’s hard to tell because the legislation is being drafted, but as soon as that’s done, this is something that can be rolled out with immediate effect.” The creation of the system is a result of a consultation launched last year to consider new sanctions linked to the UK’s tobacco track-and-trace system, and to extend HMRC’s traceability enforcement powers to trading standards of�icers. Proposals submitted involve giving trading stand-

express yourself “We won’t be affected by the increase in National Living Wage, as we pay our staff well above the threshold. It will be interesting to see the effect it will have on recruitment. Potential employees will examine how much a convenience store is paying compared with nearby competitors. We don’t tend to increase the prices of existing stock when tobacco duty increases. We don’t want customers to feel they are being ripped off.” Des Barr, Sinclair Barr Newsagents, Paisley

GOOD WEEK BESTWAY: An increased demand for newsagents helped Best-one achieve the strongest growth across independent and multiple convenience brands, according to Lumina Intelligence’s Convenience Tracking programme. Bestway retail director Mike Hollis said: “The Central Tracking Programme shows us that newsagent missions increased by 2% during this 12-week period [to 17 October] as older consumers become less risk-averse.” EUROPEAN FOODS: Spanish food wholesaler Mevalco has launched into independent retail. The company has a range of more than 1,000 products specifically tailored for convenience stores, including meats, cheeses, olives, condiments and seafood. Go to betterRetailing.com and search ‘Mevalco’ for the full story

BAD WEEK Counterfeit packs found on top of a store counter on a test-purchasing visit in Newcastle

ards more power to issue instant �ines to retailers on the spot for selling tobacco without an EOID.

The undercover hunt for illicit tobacco Retail Express editor Megan Humphrey met with plain-clothed anti-illicit investigators and tobacco �irm Philip Morris Limited last week in Liverpool, to test purchase illegal cigarettes from dodgy retailers. The team spent two days in the city seizing packs of counterfeit tobacco in several convenience stores. On the day, seven stores

the column where you can make your voice heard

were targeted, and a 100% success rate was met. When asked how the new HMRC system will help tackle illicit, one of the investigators said: “The tool will really help reduce the level of illicit circulating within the market. “It will also make it a lot harder for irresponsible retailers to take part in criminal activity. It’s a great step forward.” Retailers located just outside the city centre were found to be “extra creative” in producing counterfeit packaging, with two never-before-seen fake

brands obtained. “We have seen a lot more fake brands this time around, which shows how quickly the production process is moving,” said one investigator. “We have access to an app which we scan the barcode of each pack onto – this is able to tell us if it’s been discovered before.” For an exclusive behind-the-scenes look at store raids handling illicit tobacco by Trading Standards, read the next issue of Retail Express

OCADO: Online supermarket Ocado was caught using Highway Maintenance vans for its Zoom rapid delivery service. Videos posted on social media show the vans with orange lights, alongside red and yellow stripes, at its Acton depot in London. The video showed a collision between one vehicle and a bus, with drivers blaming the crash on new recruits being overworked. AGE RESTRICTIONS: The government has delayed a trial of digital age verification for alcohol purchases in convenience stores until the end of November. The delays were caused by the coronavirus pandemic, with the trial due to be completed by May next year. Go to betterRetailing.com and search ‘digital age’ for the full story

How will the Budget affect your store?

“The increases are going to have a big impact on us, especially the rise in National Living Wage. We employ 17 members of staff. It’s adding to a list of increasing costs, such as utility bills. We’ve also been struggling to get more staff. Small businesses like us always feel the biggest impact of any budget announcement. We haven’t had a chance to examine where we can cut costs, but we have time as the increases aren’t until April.” Simon Grewal, Premier Crabbs Cross, Redditch

“The increases in National Living Wage and tobacco duty do have an impact, but we’ve been preparing for them as it’s an announcement that happens every year. It’s not a surprise. We conduct an action plan on all aspects of the store, which can help mitigate the rising costs. We look at all our suppliers, including those that provide our utilities. It’s all about buying better. Can we get a better deal from elsewhere to help us save money?” Amish Shingadia, Londis Caterways, Horsham

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

Amish Shingadia

NEWS

16-29 NOVEMBER 2021 betterRetailing.com

myHermes’ QR code parcel mix-up MEGAN HUMPHREY RETAILERS have called on myHermes to provide more guidance for customers on how to return parcels after confusion led to lost sales. Retailers can now scan a QR code presented by the customer relating to a speci�ic order, which then generates the printing of a label that can be stuck onto the package ready to be sent back.

However, Atul Sodha, owner of Peverills Londis Hare�ield in Uxbridge, reported “huge queues” near his till in recent weeks after an in�lux of customers unable to carry out the process correctly. “I’m handling an immense number of parcels,” he said. “I’ve got people scanning things that aren’t the QR code, which is causing huge delays. “This process was introduced to make my life as a

retailer easier, but I’m having to take time out of my day to help each customer, which means I’m losing out on sales. I’ve also had customers walking out the store after seeing such long queues.” Sodha called on the parcel provider to provide posters for him to stick up as concerns grow about the upcoming Christmas rush. A spokesperson for myHermes said: “QR codes are

the new, easy and convenient way for customers to return parcels without the need for a printer and are proving very popular. “We do have text on the printer screen showing where the scanner code is.” They also promised to visit Sodha personally “to understand in more detail what issues the customers are facing and to see how they can help”.

TESCO has partnered with rapid delivery �irm Gorillas, placing more pressure on independent convenience stores. The trial will see Gorillas install ‘micro-ful�ilment’ centres in �ive Tesco stores, providing home deliveries in 10 minutes.

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Customers using the app near participating Tesco sites will also be able to access the supermarket’s own-label products. Thornton Heath in Greater London has been selected as the �irst site for the trial.

Go to betterRetailing.com and search ‘Gorillas’ for the full story

BENCHMARKING

PRET SELF-SERVE COFFEE MACHINE COFFEE chain Pret a Manger is to introduce self-serve coffee machines into convenience stores and forecourts. The Pret Express machines will have up to 21 coffee and tea recipes, competing with Costa, which has already installed Express machines. The machines will be installed in locations that Pret is unable to open. Customers will be able to make purchases using contactless payments.

ARE YOU THE NEXT BEST SHOP? The Independent Achievers Academy gives you the tools to grow — it’s a springboard for success. Take part and see for yourself.

Go to betterRetailing.com and search ‘Pret’ for the full story

Disposable illicit vapes

A SENIOR retail analyst has con�irmed convenience chains and wholesalers are refusing to list disposable vaping brands due to concerns over illicit stock. “There are loads of disposable vaping companies asking me to help them get into the

Visit betterRetailing.com/IAA or contact Michael Sharp on 020 7689 3363

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Tesco rapid delivery

18/10/2021 17:39

market, but I’m declining as its not an area I want to get involved in,” they said. Under law, disposable vapes must have a UK address for the importer or manufacturer and contain no more than 2% of nicotine content of 20ml of liquid.

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It’s an offence to sell tobacco to persons under 18 years old. For tobacco trade use only. Not to be left within sight of consumers.

PRODUCTS

THIS CHRISTMAS WITH THE NEW RANGE OF FESTIVE SCRATCHCARDS

Cadbury’s new vegan bar The Plant Bar’s packaging will be 100% plant-based, made from bio-sourced plastics from renewable sources certi�ied by the International Sustainability & Carbon Certi�ication. Louise Stigant, UK managing director for Mondelez International, said: “With 500,000 participants in this year’s Veganuary – double the number of participants from the year before, the increasing public appetite for varied snacking options and plantbased alternatives has never been more apparent.” “At Mondelez International, evolving consumer demands have long informed our ambition to provide a range of

products that works for everyone, and the Cadbury Plant Bar range is the latest stop on

SHOWCASING its London Dry, Rhubarb & Ginger, Raspberry and Blood Orange varieties, Whitley Neill has launched its �irst TV campaign, starring actress Evie Brodie, with a voiceover by actress and singer Billie Piper. The £5m campaign will run until December and, alongside the advert, will include outdoor advertising and social media support to drive sales of the brand’s full range in the run-up to Christmas. Simon Jackman, senior global brand manager for Whitley Neill Gin, said: “It’s been a big year for Whitley Neill Gin as we moved production to our City of London Distillery, and continued to

hold our position as the UK’s number-one premium gin.”

AS part of its Summer Edition range, Red Bull has made Cactus Fruit Edition a permanent line after launching it in March. The supplier said the variety drove growth within the sports and energy segment, with more than 1.5 million cans sold. It also accounted for 29%

PERNOD Ricard UK has opted for a more modern bottle design for its wine brand Campo Viejo. The brand has updated elements of its bottle design to re�lect ‘Spanish life’, and the most notable changes in labelling will be visible across all its red, white, rosé and cava varieties. The refresh coincides with a digital media campaign

for the brand, running until mid-December, to drive brand awareness among 80% of targeted UK wine drinkers. Meanwhile, the changes also will generate a positive impact on the environment by eliminating elements such as the netting around the Campo Viejo Gran Reserva bottles, and labels will change from adhesive to recyclable materials.

JASPER HART MONDELEZ International has launched Cadbury Plant Bar, a plant-based alternative to Cadbury Dairy Milk, available from this month. The bar is available in Smooth Chocolate and Smooth Chocolate with Salted Caramel varieties, both of which are made with almond paste instead of milk, and so is suitable for vegan diets According to the supplier, almond paste provides a similar taste and texture to milk ingredients. This is the second major vegan chocolate bar launch of 2021, following the KitKat V from Nestlé Confectionery.

Whitley Neill makes a splash on screens

TOP TIPS: Ensure your dispenser is fully stocked and suggest a fun, festive Scratchcard to customers at the till to maximise your sales

Rules & Procedures (and any applicable Game Specific Rules) apply. Players must be 18+.

this journey,” said Stigant. The bar’s have an RRP of £2.50 each.

Cactus Fruit Edition is now permanent of Red Bull Edition’s value growth and is the secondbestselling Edition line behind Red Edition. Others in the range include Coconut Berry and Tropical. As well as this, tropical and exotic �lavours have grown at a rate of 37% versus all other mainstream �lavours on offer. It has an RRP of £1.35.

Campo Viejo updates Dead Man’s Fingers updates core range bottle design HALEWOOD Artisanal Spirits has added to its Dead Man’s Fingers rum range with two new core varieties: Black Rum and White Rum. The White Rum features hints of vanilla and tropical fruits, making it an ideal choice for daiquiris and mojitos. In contrast, the Black Rum, which is a bold naval style rum bottled at 40% ABV, contains molasses and caramel �lavours. Rachel Adams, global marketing manager for Dead Man’s Fingers Rum, said: “Dead Man’s Fingers has been all about breathing new life into the rum category. “This approach has helped

us secure growth for the brand, making it the fastestgrowing �lavoured/spiced rum range, which is also 85% incremental to category growth.”

16-29 NOVEMBER 2021 betterRetailing.com

KP Nuts is back Bonds refreshes its supporting Movember kids’ sweets range CONFECTIONERY brand Bonds of London is relaunching its kids’ sweet bags. Alongside reducing the amount of plastic packaging used, new sweet additions include Jelly Monkeys & Bananas, Cherry Pencils and Dolly Mix. Fizzy sweet fans can also enjoy new Sour Cherries, Sour Worms and Fizzy Apple Pencils. For those who prefer chocolate, there is new Choccy White Mice and Pink Hearts. The sweet bags have an RRP of three-for-£1, and despite a reduction in plastic, it still contains the same number of sweets. The new designs are also personalised for each sweet

range and mix bright colours with a minimal design.

DIAGEO has added to its Captain Morgan brand with a Sliced Apple variety, available now to selected convenience retailers and Asda ahead of a major rollout in spring 2022. The Apple Sliced rum will be supported by a £1m investment and follows the launch of Captain Morgan Tiki in March 2020. Eighty-seven per cent of spirits volume growth over the past 10 years has come from �lavour innovations. The supplier said the launch comes in time for winter as it can be enjoyed with lemonade or over ice, and even as a hot toddy. It’s designed as a drink option for early-evening occasions.

IN preparation for Veganuary 2022, Brioche Pasquier has launched vegan brioche buns called Briochettes. The new Briochettes, with an RRP of £2, come individually wrapped in recyclable paper bags of six in two varieties – Fruit Chips and Chia Seeds or Chocolate Chip and Cereals. Designed for on-thego snacking, the Briochettes are plant-based and certi�ied by the Rainforest Alliance. “Our standard range of brioche products are enjoyed by vegetarians, but as they contain products like fresh eggs and butter they are not suitable for vegans,” explained Charlotte Hulbert, the brand’s retail sales man-

ager. “We wanted to make sure that vegans could enjoy our products, too.” The buns have has a shelf life of up to 21 days.

PLANT-BASED alternatives to cheese present a growing sales opportunity for retailers, and to match demand, Boursin has launched its �irst plantbased cheese alternative in a garlic and herb �lavour variety. Boursin Plant-Based Garlic & Herbs offers an alternative for those seeking plant-based options without compromising on “indulgence and taste”, which the brand said is currently a big barrier to purchase in the segment. Set to unlock incremental sales, the product comes in a resealable 130g format in cases of six to retailers with an RRP of £3 each.

DIAGEO is bringing a fruity twist to Smirnoff vodka with a new mango and passionfruit �lavour. Smirnoff Mango & Passionfruit Twist, bottled at 37.5% ABV, is exclusively available from Tesco and Booker, and will be available from other supermarkets and on-trade outlets from March 2022. It comes as the brand

looks to “spearhead” the growth in �lavoured alcoholic varieties and follows the launch of Raspberry Crush. Nick Payman, head of Smirnoff Great Britain at Diageo, said: “We have strong ambitions for our growing �lavour range and are excited to be bringing a new variety to our customers following the launch of Raspberry Crush.”

AS part of its partnership with health charity Movember, KP Nuts is back with a social media campaign to get more people talking about testicular cancer. Season one winner of RuPaul’s Drag Race UK, The Vivienne, will act as the brand’s campaign ambassador, featuring video content to encourage those with testicles to ‘check their nuts’. The main tagline of the ad will be “Whoever you are, if you have ’em, check ’em”. Jenny Blanco Barcia, marketing manager at KP Snacks, said: “We are extremely proud to be working alongside Movember for another year.

“KP is the UK’s most wellknown nut brand, and we want to use our brand awareness to help raise awareness of testicular cancer and get people talking as there can be a stigma attached to talking about it.”

A new apple slice of Captain Morgan

Boursin launches plant-based spread

TO HELP YOU MANAGE YOUR SCRATCHCARD STOCK THIS CHRISTMAS

26TH NOVEMBER

Sales tend to peak at this time with Black Friday helping drive footfall. Ensure your POS is sited and your dispenser is fully stocked to help maximise your sales

13TH DECEMBER

No further Christmas stock will be sent out from this date, to allow time for existing stock to be sold through. Always fill any gaps to keep your dispenser fully stocked

16TH DECEMBER

New games will start to replace Christmas stock as you sell through. Remember, your festive games are likely to sell faster in the lead up to Christmas so make sure those games are on display and let customers know that they make a great gift idea

Snacking made vegan with Brioche Pasquier

24TH DECEMBER

Christmas games can no longer be activated after this date (apart from Frosty Bingo). Keep any full, unactivated packs safe until the next game closure in March 2022.

Tropical fruits twist to Smirnoff’s vodka NO ID NO SALE Players must be 18+ to buy or play National Lottery products

Rules & Procedures (and any applicable Game Specific Rules) apply. Players must be 18+.

PRODUCTS

Sterling’s new 50g RYO format by 14.3% year on year, generating sales of £3.9bn a year. It added Sterling Rolling is the UK’s fastest growing RYO brand, and the 50g option is a “less for less alternative” with no �ilters and papers providing existing adult smokers the freedom to purchase their preferred tobacco accessories. Mark McGuinness, marketing vice president at JTI UK, said: “With the demand for value RYO products a key trend in the market, we want to support retailers and wholesalers so they can meet this demand by offering a quality brand with competitive RRPs. “We would recommend

retailers price the product at the RRP and stock the 30g and 50g formats to offer

NURISHH is the �irst plantbased cheese alternatives brand from Bel UK, designed to cater to growing popularity for alternatives in the category. Following the small-scale launch of the brand’s Plant Based Alternative to Camembert in Sainsbury’s in December, a further two products are now being rolled out nationwide, with a full range of slices, block, grated and spreads options also now developed. With block formats driving the growth of plant-based alternatives to cheese category, and grated gaining a signi�icant share, the �irst two products joining the Plant Based Alternative to Camembert are

a dairy-free Mozzarella Style Block and Cheddar & Mozzarella Style Blend Grated. RRPs range from £2.50 to £3.50.

YOPLAIT is set to launch its �irst NFTs (Non-Fungible Tokens) collection in partnership with Tokyo 2020 bronze medallist Sky Brown to raise money for her chosen charity, Skateistan. NFTs are scarce and rare collectibles for the digital age. Each item is minted to a digital ledger, certifying the provenance and ownership history. The campaign will allow skateboarding Olympic fans to own a piece of Sky Brown art in the form of a ‘Sky Brown x Yoplait’ avatar, which will incorporate moments from Brown’s medal-winning moments at Tokyo 2020. The NFT collection will be supported by activity across

HEINZ for Baby is launching a new ad campaign called ‘Pure Joy’. Celebrating the joy of parenting, it will initially launch across digital and social media, including YouTube, Facebook and Instagram, followed by TV and outdoor ads in 2022. The Heinz for Baby brand includes food, snacks and drinks for babies and toddlers. Georgina Fotopoulou, marketing lead at Heinz for Baby, said: “We understand parents are faced with more pressures and anxieties than ever before, particularly when it comes to feeding their children, so we want to show how Heinz is a brand

that understands their needs and is there, by their side, celebrating the joy in the chaos that parents experience every day.”

PRIYANKA JETHWA FOLLOWING the autumn budget announcement last month, JTI has launched a 50g format of its Sterling Essential Rolling Tobacco to tap into the demand for value-for-money options in the category. Building on the success of the 30g, the new 50g format has an RRP of £21.20, while the 30g has an RRP of £12.95. Both offer retailers a margin of 15%. JTI said the decision to launch the larger format of Sterling Essential Rolling tobacco re�lects the increase in demand for value rollyour-own (RYO) options, with the segment in growth

choice to customers and make the most of the pro�it opportunity available.”

Yoplait joins NFTs Bel UK taps into alternatives segment digital craze

Pure Joy campaign from Heinz

Sky Brown, Frubes and Team GB’s social media channels alongside consumer activity.

16-29 NOVEMBER 2021 betterRetailing.com

Cereal Partners UK promotes whole grain CEREAL Partners UK has teamed up with cholesterol charity Heart UK to promote the consumption of whole grain. As part of the collaboration, the supplier will be running a competition on the charity’s website this month offering three families the chance to win a year’s supply of Nestlé whole grain cereals. The charity will share whole grain cereal recipes featuring Nestlé’s newest non-HFSS product – Cheerios Vanilla O’s, as well as Shredded Wheat Bitesize, Shredded Wheat Big Biscuit and Shreddies The Simple One, to highlight ways consumers

can incorporate more whole grain into their diets. Heart UK will also focus its November newsletter on whole grain and promote the bene�its of a high �ibre diet across its social channels throughout the month.

CALBEE UK has expanded its Seabrook Loaded range with Loaded Bites following the launch of its restaurantinspired Loaded Fries. The range aims to brings a “modern, on-trend twist to everyday snacks” and is available in two options, BBQ Beef and Sour Cream & Onion, in a 6x16g multipack, 55g £1 price-marked pack (PMP) and 90g sharing bag. It’s available to convenience retailers through Bestway Direct. Jon Wood, commercial director at Calbee UK, said: “Loaded Fries is the Seabrook brand’s �irst extension into the wider snacking market and the reaction has been extremely positive with trade and consumers. We have

high hopes for Loaded Bites performing just as well in the market.”

‘FOR the love of tea, for the love of Tetley’ is the new £2.5m marketing campaign from Tetley, launching on TV and social media. By buying a pack of Tetley Original, consumers will also be able to send on a ‘free cuppa’ to a loved one along with a personalised message. Tuuli Turunen, head of

marketing at Tetley, said: “We absolutely love this campaign, what a way to launch our new brand strategy. We are the only brand that has a tea for every tea lover, so the ‘For the love of tea’ campaign speaks to all our consumers in a connected and joyful way. This is the start of exciting things for Tetley.”

Calbee UK launches Loaded Bites

Four-pack pints from For the love of Tetley Crumpton Oaks – TV and social drive

ASTON Manor has launched a four-pack pint can for Crumpton Oaks to broaden the brand’s consumer base. The four-pack comes in a £4 PMP format, aimed to tap into the 33% of beer consumers who only ever buy cider in cans. Calli O’Brien, marketing controller at Aston Manor, said last year Crumpton Oaks underwent a rebranding. “The revised design re�lects the heritage of the brand in a modern way using bright colours and clean illustration. It is great to bring this new identity to life again in a pint can.”

Holiday Magic

1 entry = 1 meal

with your customers

N I AL W E AM

L EA ls M E A f mea* V I n G so 0’ wo 100to be

Key promotional packs include 1.75L plain and pricemarked Coca-Cola original taste and Coca-Cola zero sugar bottles, as well as a range of multi-pack cans. On-pack promotion accompanied by a multi-million pound marketing campaign.

Stock up on our festive packs

To find out more email connect@ccep.com, call 0808 1 000 000 or visit my.ccep.com

COC1436 Coke Christmas_Convenience_RE_AW2.indd 1

*To enter, scan QR code on promo pack or visit xmas21.coca-cola.co.uk & enter code from promo pack between 15.11 – 25.12.21. GB 16 + (U18s need parental consent). Purchase, internet access and online registration req’d. Chance to win instantly online. Prizes: 600 x £25, 1000 x £20 & 4300 x £10 e-vchers. Prizes randomly allocated. 1st to enter on/after winning moment wins. No guarantee prizes will be won. Bonus draw for 1 x £25 vch (26.12.21 – 23.01.22). For each valid entry a 25p donation will be made to FareShare up to max of £15.5k. Max 2 entries/person/day. Max 1 win/person. Excl. apply. Full T&Cs: xmas21.coca-cola.co.uk Promoter: Coca-Cola GB. FareShare, Registered Charity Number: 1100051. © 2021 The Coca-Cola Company. All rights reserved. COCA-COLA and COCA-COLA ZERO are registered trademarks of The Coca-Cola Company.

29/10/2021 18:06

PRODUCTS

IAA #COMMUNITYSTARS

Rustlers goes for meat-free PRIYANKA JETHWA

The Independent Achievers Academy (IAA) joined AMISH SHINGADIA, of Londis Caterways in Horsham, West Sussex, to discuss how he’s invested in his staff and his future plans for the business

KEY TAKEAWAYS 1

Develop staff by investing in NVQs and retail apprenticeships. This has enabled many of Amish’s staff to progress to a category manager role, resulting in low staff turnover and encouraging double-digit growth for the past seven years.

Amish’s vaping range accounts for 14% of sales and has its own Google listing and website. The category manager, Russell, grows the category by visiting nearby competitors every four months and reading trade press.

Encourage recycling in your local community by becoming a recycling hub. Amish is working to keep the area free of rubbish, and he also plans on reducing plastic by offering loose fruit and veg in store.

AMISH’S TOP IDEA “Staff development is the store’s lifeline. Invest in NVQs and retail apprenticeships for staff and train supervisors within the store, so they grow as the shop grows.” Read the full coverage of Amish’s session by scanning the above QR code or visiting betterRetailing.com/store-management/ community-stars-amish-shingadia

KEPAK is extending its Rustlers ready-meal range with its �irst plant-based variety, Meatless Maverick. The burger is made from pea protein and is currently available from One Stop, Booker and Tesco with an RRP of £2 (available to retailers in cases of four), and aims to mimic Rustlers’ bestselling line, the Quarter Pounder. It also uses the brand’s ‘signature sauce’. Research shows the meatfree category is in more than 20% growth, with 27% of consumers who have never purchased a free-from or alternative product planning to do so in future. Adrian Lawlor, chief

marketing of�icer Kepak Group, said the brand seeks to overcome the most prominent barriers to trial for the plant-based category, which are price and taste. “Research shows there is a perception that products within the meat-free category require long cooking times with not much in the way of tasty options,” he says. He explained the brand also recognises price is a crucial factor in any shopper’s purchase decision. “Meat-mimicking products tend to carry a price premium versus the equivalent meat version, which acts as a deterrent. The burger will be available at the same price as our meat products,” he added.

Tilda turns to Katsu Curry flavour

With more soft drinks being consumed in the home, value sales of Coca-Cola sharing packs are up 11% across grocery and convenience – growth that’s expected to accelerate during the festive season.

An indulgent stout from Vocation

COCA-COLA Europaci�ic Partners is counting down to Christmas with an on-pack promotion for Coca-Cola. Twenty-seven million festive-themed sharing packs of Original Taste and Zero Sugar will feature the tagline ‘Win a meal, give a meal’. Shoppers can scan QR codes on-pack for the chance to win e-vouchers from Love2Shop. For every entry, Coca-Cola will donate a meal (up to 60,000) to its charity partner, FareShare. The festive pack designs and promotion will run across sharing formats, including plain and pricemarked large bottles, and multipacks of cans.

Chicago Town’s £2.5m campaign

HONEYCOMB Chocolate Stout is the latest �lavour variety to join Vocation’s beer range. The beer has an ABV of 7% and contains oats and wheat with the addition of chocolate malt. It is available now in 440ml cans from Vocation’s online shop and has an RRP of £3.50. Matt Howgate, brewing director at Vocation Brewery, said the stout can also be paired with desserts as an indulgent treat. Howgate added: “It is lactose-free and vegan, which makes it more accessible to a broader reach of people. “The beer is crafted in small batches from our brewery in Hebden Bridge, Yorkshire.”

CHICAGO Town has invested £2.5m in a campaign that will showcase its range of pizzas and toppings. The brand’s Tiger Crust range has seen growth during 2021, up nearly 29% year on year. The campaign will span TV, social media, digital and outdoor advertising, with

the billboard ads focusing on its Loaded Cheese, Cheesy Stuffed Crust Takeaway variety. It will also have a highimpact presence at London Waterloo station, which will include brand-engagement activities such as sampling opportunities.

WITH more people experimenting with Asian cuisine at home, Tilda has launched a limited-edition Katsu Curry rice with an RRP of £1.59. With 52% of UK consumers claiming they are more open to being experimental with their food choices than they were before the pandemic, the supplier said Tilda Katsu Curry rice is set to “entice new shoppers to the category”. Anna Beheshti, head of marketing at Tilda, said: “We were the �irst brand to introduce limitededition lines to the readyto-heat rice category with options such as Peri Peri and Caribbean Rice & Peas. Our Limited-Edition Katsu

Curry rice is set to be a new favourite.”

Coca-Cola begins Christmas countdown

Why become a member with My BAT Rewards? At BAT UK our mission is to support your business with a fit to purpose program to help you to grow your sales and profits across multiple categories. As a valued member you will enjoy: Exclusive offers and deals every month Exciting incentive scheme and rewards Trusted and high-quality brands Product training to help you grow your customer base

How My BAT Rewards works 3 simple steps: Sign-up to My BAT Rewards, Stock the required SKUs, Earn rewards. STEP 1

Become a member of My BAT Rewards by signing up through your BAT Sales Representative.

STEP 2

Stock the core SKU range according to your contract across combustible, vaping and modern oral and/or meet certain volume targets, with the support of your BAT Sales Representative.

STEP 3

Qualify for Pay for Compliance, Pay for Performance to earn rewards. Get exclusive access to training modules, BAT news, opportunities for additional rewards and more.

Register your interest in becoming a member of My BAT Rewards by emailing at supportmybatrewards@bat.com, scan the QR Code or contact your local BAT Representative for more information.

Terms and Conditions apply. For trade use only. Not to be left within sight of consumers.

OPINION

DON’T MISS THE 26 NOVEMBER ISSUE OF RN

RETAILER OPINION ON THIS FORTNIGHT’S HOT TOPICS

What do you think? Call Retail Express on 020 7689 3357 for the chance to be featured BUDGET: Did repeated tobacco price changes impact your store? “[RETAILERS] were put in a position where they had to change prices up to three times, spending, on average, 45 minutes per change. Everyone is angry about the workload Imperial have placed on us and the perception of greed it places on those stores.”

Ferhan Ashiq, Day-Today Ashiqs, Prestonpans

Ranging special: boost your sales and margins by taking a look at how the best local shops range the six key convenience categories

VIRAL: How is Netflix’s Squid Game helping you generate sales? “WE’RE selling key rings for £5 and masks for £8. They started selling as soon as they arrived in store. It’s a trend, so it’s about getting in early and checking that you’re the first to sell it in the local area. You have to highlight these types of crazes on social media.”

Last-minute Christmas shopping: cash-in on eleventh-hour essential purchases this festive season

It’s about getting in early THE LEADING TITLE FOR NEWS AND CONVENIENCE RETAILERS THE LE ADING ERS Frozen sales are TITLE RETAIL FOR NE IENCE up 18% – are yours? NVEN WS AN CO Maximise your freezer space by D D CONV S AN matching changing shopper needs ENIENC R NEW » FO E E RETA TL ILERS ING TI AD LE THE CATEGORY ADVICE Page 32

RETAIL NEWS THAT MATTERS

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Tony Rea, Clem’s Food To Go, Lanarkshire

It’s ridiculous how they have treated our customers

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“I EXPLAINED how it’s ridiculous and unacceptable how they have treated our customers and how they feel they are being overcharged for tobacco products. Also, [I explained] the extra workload, hours and costs they have caused for many retailers.”

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12/10/2021 16:21

NFRN

Vol 132

FOR TRADE

No 43

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19/10/

2021

16:25

Sunder Sandher, One Stop Leamington Spar owner

Anonymous retailer

STOCK: What is availability like for you in the run up to Christmas? “I’VE not had any pet food for a few weeks and I have not had any explanation why from my wholesaler. It’s a popular category that a lot of customers buy. However, it’s not really the fault of my wholesaler as I know everyone else is experiencing similar supply issues. ” Anonymous retailer

“IT had improved slowly, but now we are having issues with getting certain products whether they are delayed or not available to order. The most recent issue we have had is with getting certain confectionery products. Hopefully, things will improve.” Liam Cross, Spar, Norfolk

Hopefully, things will improve NEWSPAPERS: How has Newsquest’s latest margin cut impacted you?

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

“I FOUND a wholesaler that sells the products for a good price. I ordered masks and vapes, which have all sold really well. The Squid Game branded stock is still delivering good sales and we sold lots over Halloween. I am selling the masks cheaper compared to others at just £6.”

We will definitely see an affect

“I THINK retailers who sell a major number of newspapers will be affected, but with us there will be a slight change in revenue because at the moment we sell a decent number of newspapers on a weekly basis so we will definitely see an effect on our sales.” Varinder Aujla, Dilmore Store, Worcester

“IT will definitely have an impact on us as people are being more price conscious lately. If customers start to have to think about delivery charges and the increase in papers, our home delivery could very well be impacted.” Vicky Onions, Vicky’s Convenience Store, Bromsgrove

ACADEMY IN ACTION

16-29 NOVEMBER 2021 betterretailing.com

The Independent Achievers Academy (IAA) is a learning and development programme that helps to increase sales and profits. Academy in Action shows how the IAA and its partners are supporting retailers to improve their stores.

We’re here to help. Call 020 7689 0500 Name: Shop: Location: Size: Staff:

Imtiyaz Mamode Wych Lane Premier Gosport 2,500sq ft Four full-time, one part-time

PARTNER ADVICE

STAFF DEVELOPMENT In part five of our 10-part programme, the IAA and BAT UK visit IMTIYAZ MAMODE in Gosport to help develop his staff DEVELOPING your staff through regular training and rewards is vital to creating a happy and thriving workforce. Retailers succeeding in this area make sure staff are aware of what’s expected of them by having job descriptions and providing regular feedback. Imtiyaz Mamode has owned Wych Lane Premier in Gosport, Portsmouth, for two and a half years and has become a destination for American products. Imtiyaz almost exclusively manages the category himself, though, rather than delegating to his team. Imtiyaz wants to implement new processes to develop his staff and empower them, but isn’t sure where to start. How can the IAA and BAT UK help?

Want to know more? To see more of Imtiyaz’s shop, and find out how you can improve your store, go to betterRetailing.com/Academy-in-Action

Staff development means boosting morale and empowering staff. By following the action plan, Imtiyaz can drive his business forward. Brad Rogers Field Force Operations Delivery Manager BAT UK

YOUR ACTION PLAN 1 Walk your store as a customer

Use the benchmarks below as a checklist to see what you’re doing well

2 Benchmark your shop

WHY I TAKE PART

Head to betterRetailing.com/benchmark to see how you can improve

Developing my staff means improving my business. Our biggest challenge is training our team on the products we stock and the processes we have in place as soon as they start with us. I hope to find simple ways to motivate the team and to implement the right processes. I’m looking forward to carrying out today’s action plan and seeing results.

Do you have checklists to assign staff to general tasks around the shop?

IAA ADVICE Determine responsibilities so staff know what’s expected

Day-to-day processes to ensure smooth operations

Review and develop staff to fulfil their potential

Imtiyaz’s staff are the same level and work across different departments, but with plans to open a second shop, he wants to ensure staff know what’s expected of them. What changes can he make to achieve this?

Imtiyaz has high standards but struggles to encourage staff to carry out tasks that need completing frequently, such as cleaning. What can Imtiyaz do to encourage his staff to do this on a regular basis?

Imtiyaz talks to his staff regularly about their development but wants their input on how he can improve different aspects of the business. How can Imtiyaz utilise 1:1 meetings to get the most from his team?

Brad says: “Defining roles and responsibilities boosts morale, motivation and enables staff to be an expert in their field. This could be a team member overseeing Imtiyaz’s US range and is then responsible for ordering, merchandising and ranging, enabling them to take ownership and train others when needed.”

Brad says: “Some tasks need to be carried out daily, but some are more important than others – and others will need completing on different shifts. Create a list of must-dos, the ‘needs to happen’, like delivery, and the ‘if you have time’ jobs. By doing this, Imtiyaz sets out clear expectations for his team.”

Brad says: “Regular 1:1s are great for developing your staff and understanding their needs and goals. Having a formal, structured review where Imtiyaz can interact with individual staff members enables him to understand them better, highlight areas of development and gives him the opportunity to praise them.”

ACTION Define each role and responsibility to enable staff to take ownership and thrive in different areas.

ACTION Create a list of daily tasks, organising them in order of importance to highlight what’s expected.

ACTION Create a formal review that includes a plan for development and opportunities for recognition.

Do you teach the importance of things like body language and conversing with shoppers? Do you watch staff so you can notice things they do well and praise them? Do you review staff performance and provide feedback every six months? Are your rotas planned with four days’ notice for staff?

3 Pick one thing to improve Write it down, implement it and let us know how you get on using #IAA

CREATE A THRIVING TEAM Visit betterRetailing.com/IAA to better train, develop and reward your staff and see how you can improve in nine other categories

Next time: Service to the Community

LETTERS

16-29 NOVEMBER 2021 betterRetailing.com

sam Wharfedale Premier, coldbeck Hull

Letters may be edited

Making your store work harder for you

I’m not relying on the police to help any more’ OVER the Halloween weekend I suffered a theft incident late at night in my store. Several teenagers came in and took items from the shelves, and ran off when confronted. When I called the police stating I was chasing them, rather than help, they said not to put myself at risk. Since this, I’ve had no contact from the police, they just don’t seem in-

terested. Even a courtesy visit afterwards would make a huge difference to shop owners. Nights are getting darker and we have a right to feel safe in our place of work, but it’s hard not to feel anxious when you know there’s no support coming if a more serious incident happens. It feels like it is only a matter of time until another shop owner is killed. The NFRN,

through its role in the All Party Parliamentary Group on Retail Crime, and trade press like Retail Express have an obligation to do all they can to make politicians and senior police �igures address the abuse and criminal acts shop owners are faced with. Instead of relying on the police, I’m writing to local schools and councillors, sharing the CCTV images with

them identifying the suspects in the hope that action can be taken, and that schools can take a more active role in making their students aware of the potential consequences committing a crime like shoplifting can have, for themselves and for shop staff. Ravi Raveendran, Colombo Mini-Mart, Hounslow, West London

COMMUNITY RETAILER

OF THE WEEK

WIN £50-worth of KP Nuts stock

KP Nuts has partnered with Retail Express to give five lucky readers a chance to win £50-worth of KP Nuts stock. Packed with protein, fibre and full of flavour, with products like Original Salted, Salt & Vinegar and Honey Roast, KP is wellpositioned to help retailers capitalise on the growth of the nuts segment, which is in growth by 4.5%.

TO ENTER Fill in your details at:

betterRetailing.com/competitions This competition closes on 30 November. Editor’s decision is final.

Raaj Chandarana, Tara’s News, High Wycombe – @raaj_c

‘We offered free face painting’

“WE did face painting on Halloween for free, and asked for donations to Wycombe Homeless Connection. Everyone came out in force, and it was great to do something for the community. We usually do a street party, but my mental health hasn’t been at its best, so I didn’t want to put too much pressure on myself. I know a lot of other retailers are going through the same thing, so I just want to inspire them in any way I can. It was a lot of fun on the night, and it’s a reminder that we are here for our customers, also.”

WITH the National Living Wage due to increase to £9.50 in April, and electricity and gas prices sky rocketing as we head into winter, many retailers are wondering how they’ll continue to make convenience retailing a viable prospect. Staff are recognised as the biggest overhead many of us have and they are often Each issue, one of seven top our greatest asset. retailers shares advice to We all agree that make your store magnificent our staff should be paid a respectable wage, but with a 6% increase looming, where will the extra money come from? Most customers know how much everyday essentials are and will often shop around when prices go up to find the best deal. They are also savvy when it comes to promotions, which are often tight on profit margins, so simply putting the prices up or scrapping promotions doesn’t bode well for continued healthy footfall. Shrinkage is another major drain on the bottom line. How good is your security policy? How often do you check gaps and balance lottery stock? How much stock is simply walking out of the door without being sold, and how many stock losses are down to bad date rotation and slow sellers? Be honest and keep a diary. Calculate how much your business is losing on a weekly, monthly and annual basis, and put procedures in place to tighten up on any costly issues. A credit and debit card facility is a must with so many customers wanting to pay by card, but providers often try to blind us with several different percentage rates and often gloss over the authorisation fee. This is charged each time a card transaction is made and can be as high as 5p. The authorisation fee often accounts for 50% of your monthly charge so must be competitive. Ask what the fee is and if it can be improved. Finally, what profit are you making at both ends of the day? Looking at your turnover might seem like ‘Open All Hours’ is a viable prospect, but until you drill down and look at what you’re actually selling first thing in the morning and last thing at night, you can’t be sure your customers are paying for your staff to be there. Tobacco and Paypoint sales alone won’t justify the profit needed to keep the lights on and the staff there. Can you enhance or introduce food to go to your early morning customers to boost profit margins and is it worth closing earlier to trim the wage bill into a healthier shape? Making your store work harder for you is much more rewarding than you working harder for your store.

Get in touch

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

Introducing new and improved EVO heated tobacco sticks A N E W TA S T E E X P E R I E N C E F R O M E V O Bringing retailers EVO tobacco sticks with improved flavours, enhanced taste and an upgraded experience.

JTI has reimagined EVO tobacco sticks which are designed for exclusive use with the Ploom device, just in time for the 1st anniversary. To offer variety, there’s four enhanced flavours, ranging from tobacco, for true tobacco enthusiasts, to menthol-based flavours for a more refreshing taste sensation.

EVO BRONZE

EVO GREEN

Well-balanced and full flavoured tobacco with a robust taste and toasted undertones.

Classic tobacco infused with crisp menthol for a cooling taste sensation.

TOBACCO TASTE

TOBACCO INTENSITY

EVO AMBER

EVO PURPLE

Smooth and rounded tobacco flavour with subtle aromatic undertones.

Delicate and well-balanced berry and menthol for a cooling sensation with fruity aromatic notes.

TOBACCO TASTE

TOBACCO INTENSITY

A N U P G RA D E D E X P E R I E N C E FO R YO U R C U S TO M E R S The best yet from JTI

Enhanced taste

One year on and better than ever. A new and improved selection of EVO tobacco sticks which have been optimised for heating.

Featuring a longer filter to achieve a smoother, real tobacco taste and a more enhanced experience from start to finish.

Value for money Existing adult smokers are switching to EVO tobacco sticks to get more value for their money. The upgraded sticks remain at the same recommended retail price as before and are less than half the price of a pack of cigarettes2.

1 Retailers are free at all times to sell JTI products at whatever price they choose. 2 EVO tobacco sticks are £4.50 Recommended Retail Price, assumes £10.79 per pack of 20 cigarettes. Source IRI Market place, Weighted Average Price, YTD July 2021’.

Celebrating a successful first year with Ploom WHY STOCK PLOOM & EVO TOBACCO STICKS? Sales of heated tobacco products have increased by 63.8% in the UK in the last 12 months3, the category is now worth £73 million4. PLOOM OFFERS: An alternative but familiar tobacco experience: With no smoke smell, by using HeatFlow™ Technology, air circulates around the stick. Convenience: Enjoy 20 sticks from a single charge, with smart tech responsive LED and vibration alerts when the charge is running low.

C E L E B R AT I N G A SUCCESSFUL FIRST YEAR!

H E AT E D TOBACCO TECHNOLOGY

Minimal cleaning: Heats the stick from the outside resulting in less tobacco debris and no need to take the device apart to clean. Modern design: Comfortable to hold thanks to its ergonomic and stylish design in a premium Matte Black, Soft Champagne and Steel Silver finish.

Gemma Bateson, Head of Ploom at JTI UK, commented: We’ve had a great first year for Ploom in a dynamic market which is growing rapidly. In fact, the heated tobacco category is now worth nearly £2m a week in traditional retail5, highlighting a real opportunity for retailers in the year ahead. To make sure retailers can continue to capitalise on this opportunity, we’ve invested in improving our flavours to provide the very best experience for customers. With a range that is designed to tap into top flavour preferences, retailers across London should consider stocking all four EVO tobacco flavours to cater to a wide range of customers.

Ploom is sold exclusively through Accredited Retailers in London6. These retailers can purchase their supply of devices via the dedicated online Ploom platform, ploomworld.co.uk. The EVO tobacco sticks are available for all London retailers to purchase via the same channels as well as most wholesalers within the M25. For more information retailers should visit www.JTIAdvance.co.uk/ploom or speak to their local JTI rep. 3 IRI Market Place, Value Sales, Total T-Vapour Category, Total UK, Sep 2021 vs Sep 2020. Sales, Total T-Vapour Category, Total UK, Sep 2021.

4 IRI Market Place, Value Sales, Total T-Vapour Category, Total UK, MAT Sep 2021.

5 IRI Market Place, Value

6 200 retailers that have been specially selected by JTI and trained to be able to converse with consumers about the Ploom product range.

STERLING

R O L L I N G TO B ACCO

ESSENTIAL

12.95 £ 21.20

RRP* 30G

RRP* 50G

NOW AVAILABLE

IN 50G

*RRP effective27/10/2021. You are, of course, at all times free to sell JTI’s products at whatever price you choose.

FORECOURT FOCUS

p22 Top tips to improve your forecourt’s sustainability

EV Market set to charge ahead DARYL WORTHINGTON NEW �igures from the Society of Motor Manufacturers and Traders (SMMT) project that more plug-in vehicles will be registered in 2021 than in the whole of the previous 10 years. Between 2010 and 2019, a total of 271,962 new battery electric (BEVs) and plug-in hybrid vehicles (PHEVs) were registered. SMMT is forecasting that businesses and consumers will register 287,000 new BEVs and PHEVs – equivalent to one in six new cars, this year. New plug-in vehicle registrations have remained relatively stable in recent months, despite a drop in overall car registrations. 106,265 new cars were registered in October, a 24.6%

drop on the previous year, and the weakest month on month since October 2021. The market share of plug-in vehicles grew, however, BEVs equalling their September share of 15.2%, at 16,155 units, and PHEVs growing to 7.9% or 8,382 units. According to SMMT, more than a quarter of all car models available in the UK can now be plugged in. “Massive investment by industry as well as longstanding government incentives have seen us go from just 188 new plug-in cars in 2010, to almost 300,000 in 2021,” said Mike Hawes, SMMT chief executive. To achieve net zero by the desired date, however, uptake rates must continue to grow. This requires ongoing incentives to help consumers make the switch and sig-

Fuel duty freeze welcomed THE freezing of fuel duty in the latest Budget has helped avoid putting more strain on the economy and household budgets, according to Brian Madderson, chairman of the Petrol Retailers’ Association. Chancellor Rishi Sunak con�irmed on 29 October that fuel duty will continue to be frozen for a further 12 months. This comes as the cost of a barrel has more than doubled over the past year, from $40 to around $85. As a result, the cost of �ill-

ing a typical 55l family car is £20 more than in May 2020. With the typical motorist �illing up twice a month, fuel bills have increased by around £40 a month. “With pump prices at an eight year high, PRA has been lobbying government and the Treasury, in particular outlining the potentially damaging effects on the economy and household budgets of even an in�lation-linked rise, so it is positive to hear the Chancellor’s commitment,” said Madderson.

ni�icant investment in public charging infrastructure.”

Supermarkets joining in Coinciding with this surge in uptake of plug-in vehicles has been a growth in supermarkets adding EV charge points. According to RAC and Zap Map data, close to 1,000 new electric vehicle charge points have been installed at supermarkets in the past 12 months. An 85% increase taking the total number on supermarket sites to 2,059, and meaning 8% of all the UK’s publicly accessible charge points are now at supermarkets. “Over the past year there have been more than 130,000 new drivers of 100% electric cars and usage of public charging has surged since lockdown eased,” said Melanie Shuf�lebotham, cofounder of Zap Map.

“To support the increased demand, more charge points will be needed in the future, so it is encouraging to see the progress made by supermarkets.” Tesco has the most EVs installed at its sites, 922 across its 4,008 stores, followed by Asda, which has 246 chargers. However, Morrisons has the biggest proportion of its sites able to offer EV charging, 40%, versus Tesco’s 13%. “While the majority of drivers going electric will be able to charge easily on their driveways at home, for the remainder it won’t be easy so having access to free, or affordable, charging facilities at supermarkets is important, and could even help accelerate EV take-up in the �irst place,” said the RAC’s director EVs, Sarah Winward-Kotecha.

Retailers blamed for rising fuel prices RETAILERS increasing their average margin on petrol has contributed to the price of petrol hitting a record high, according to the RAC. The average price of petrol hit 142.94p on 24 October, exceeding the previous peak of 142.48p, struck in April 2012. Though saying that the jump has been driven “primarily” by a surge in the oil price, as well as the switch to E10, retailers taking a higher margin on each litre sold has also contributed, according

to an RAC statement. It claims retailers have increased their average margin on a litre by 2p since April 2020 in an attempt to compensate for a decrease in sales since the pandemic. “We urge the government to help ease the burden at the pumps by temporarily reducing VAT and for the biggest retailers to bring the amount they make on every litre of petrol back down to the level it was prior to the pandemic,” said RAC fuel spokesman Simon Williams.

EG Group to install multimedia advertising EG GROUP has signed an agreement with tech company Audiebant Media to set up a “multi-sensory” platform for advertisers at is roadside forecourts. According to an Audiebant statement, brands signing up to advertise through the platform can reach 370 EG Group forecourts across the UK with immersive advertising and sponsorship campaigns. The Audiebant forecourt package offers advertisers surround sound audio played out at the pump and in

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

the store, visual advertising on the pump nozzle, and video screens. “As refuelling is an autopilot task, the Audie-Approach means brands can command the attention of millions of captive listeners across the UK,” said Josh Dean, commercial director at Audiebant Media. “With an average consumer spending four-to-six minutes at the pump per visit, this unique approach offers huge untapped potential for advertising.”

FORECOURT FOCUS FEATURE

MAXIMISE FOOD TO GO TAMARA BIRCH explores the food-to-go opportunity in forecourts, how it’s changing and how retailers can make the most of it

WHAT’S NEW? THE food-to-go mission is recovering faster than expected since the start of Covid-19 and is forecast to be worth £22.7bn in 2022 – a 20.5% uplift from 2019, according to a spokesperson at Nestlé Confectionery. Food to go is a pivotal category for forecourt retailers, and one they need to focus heavily on to cater to the transient consumer. Shelley Atkinson, of Jet Newton Park in Darlington, County Durham, benefits from having a F’real, Polar Krush and Seattle’s Best Coffee machine in store. “We mainly serve truckers who like the grab-and-go aspect because they can simply choose what they need and walk to the till,” she says. While some transient customers will want to indulge, others will browse and be

concerned about the health aspects of a product. Emma Preston, brand manager at Bel UK, says: “Two in five look for a healthy snack all or most of the time. Retailers can capitalise on this by stocking recognisable brands with effective ranging.” Nestlé Confectionery, however, says confectionery remains a key purchase for shoppers on the go, but it needs to be placed near food to go. “Confectionery is bought by 99.1% of households, yet only one in seven hot-drink-and-sandwich occasions included a sweet snack,” the company says. While many won’t want to consume confectionery as a breakfast or lunch item, especially on the go, others will save it for an afternoon treat or when they’re on a long journey.

chilled

The UK’s No.1 chilled coffee * brand.

*Nielsen 11/09/21 D26976_022_Starbucks_Wildcard_Trade DPS Ad_240x360.indd All Pages

Stock u

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VALUE OR PREMIUM? SHOPPERS are consistently looking for value, especially with the rising cost of fuel, but Matt Collins, trading director at KP Snacks says 34% of shoppers will pay more than £5 for a meal deal if the products are high quality. “It’s expected that many office workers will not go back to the office full-time. Hybrid workers may view food to go as more of a treat if purchasing less frequently and may be willing to spend more, meaning

there is an opportunity to create premium lunch deals catered to part-time office workers,” he says. While a third are willing to pay more, more than 60% are seeking value. A meal deal can communicate value, with shoppers saving up to £1 or more. Highlighting the value you offer in your food to go is vital. Use PoS to help the category stand out. Similarly, it’s possible to make your own. If you own your business on Google,

make sure photos are available of your range so customers can see what’s on offer prior to visiting. This will be beneficial for those looking to save money. Amy Burgess, senior trade communications manager at Coca-Cola Europacific Partners (CCEP), says price-marked packs also highlights value. “Stocking PMPs helps to reassure value-conscious shoppers they can still enjoy great quality products from their favourite brands,” she adds.

coffee

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Shelley Atkinson, Jet Newton Park, Darlington, Country Durham “WE offer multiple meal deals, including a sausage sandwich or bacon sandwich with a Seattle coffee, as well as a Spar meal deal across cold food. We also have a hot storage area the size of fridge, which contains products including chicken and sandwiches. We aren’t offering hot meal deals at the moment but will be soon. We’re working with Spar to implement this and other ideas. “The hardest part of food to go is knowing what your customers want on a day-to-day basis. Some days, some products will sell better so we cook less, more often, instead of cooking more than we need and increasing waste. “We prepare food at regular intervals so it’s always full, but wastage remains low. Some days, though, shoppers will want one line all day long, so we’ve got to be careful with what we put out.”

MAKE THE MOST OF FOOD TO GO “FORECOURT retailers should begin to scope out new work patterns and ensure products are readily available when people are working away from home,” says Hannah Morter, manager for customer insight & category management at Country Choice. Peak times have changed, so it’s worth taking note of your new busy periods. Use your EPoS to determine which lines are selling and when. This will help you when ordering. Similarly, customers travelling regularly on the go will want to buy hot food. Investing in food-to-go machines, like the Rustlers microwave, food-to-go unit or multi-station, can ensure customers can purchase this. Offering a hot food option can increase linked purchases of soft drinks, ready to drink coffee, like Starbucks, and confectionery, leading to

up now. 22/10/2021 11:39

a higher basket spend. With any venture in food to go, though, make sure it complies with Natasha’s Law – which came into effect 1 October. The legislation requires retailers to label any in-store bakery and foodto-go product that has been packaged in store prior to purchase with an ingredient declaration that has allergens highlighted. “For many forecourts, this will require a change in process,” explains Morter. “Our job is to do everything we can to make compliance easier for those who are operating an in-store bakery and/or food-to-go operation.” Check each product that is prepared in store. To avoid being penalised, if there are any that do not include an ingredient list, contact the relevant supplier, and ask for one before putting that product on the shop floor.

FORECOURT FOCUS SUSTAINABILITY

BECOMING MORE SUSTAINABLE Being more sustainable remains a strong talking point following COP26, but what does this mean for forecourts? TAMARA BIRCH finds out

WHAT UPDATES HAVE THERE BEEN? COP26 took place over two weeks in Glasgow to discuss how the world can reduce emissions, which had world leaders thinking about ways they can be more sustainable. But what will this mean for forecourts? Motorists, whether private or commercial, are being encouraged to invest in electric vehicles more than ever, and all businesses are being pressured to operate more sustainably. Nick Blight, of Blights Motors in Bideford, has invested in an EV rapid charger,

meaning shoppers can charge their cars in 25 minutes. “We’re on the Zap Map where drivers can search for nearby EV chargers. “We also rent the space to Instavolt who give us a percentage of the sales,” he says. Rachael Hockmeyer, of Spar Sleaford in Lincolshire, says: “The market has moved on a lot in the past three years and we’ll be installing two charging points. That’s the way things are going.” Other recent updates for forecourts include the H2O

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Rachael Hockmeyer, Spar Sleaford, Lincolnshire “We’re trying to be more sustainable. It’s something we’ve been looking at over the past few years and we’re making baby steps. We’ve been trying to eliminate single-use plastic for some time, but there’s one or two we haven’t been able to remove completely. “We’ve eliminated all our plastic cutlery in our café and only use wooden cutlery, and all the cups and lids used are now compostable. “During the pandemic, our coffee machine broke, and we installed a Tassimo as that’s all we could source at the time, but all the pods are recyclable so we’re more eco-friendly than before.”

IS HYDROGEN FUEL NEXT FOR HGV DRIVERS?

Hand Car Wash and Valet, which has gained accreditation by the Responsible Car Wash Scheme. The hand car wash uses its own patented water recycling system to clean customers’ cars using a unique closed-loop recycle system that uses rain water over and over again. Forecourts with a car-washing system could not only reduce their environmental impact by installing something similar but save on water costs as using a similar machine will use less – if any – water.

CNG Fuels has announced plans to host hydrogen trials to decarbonise UK logistics fleets and prepare for a multifuel future. The trials will begin from mid-2022 and are targeting a network of 60 low carbon refuelling stations by 2026, supporting CNG Fuels’ existing work building a network of biomethane HGV fuelling stations. For forecourts, this means new options in the UK’s fuel mix could be on the horizon. A new branch, HyFuels, has

been established to identify the best hydrogen production pathways and infrastructure solutions for HGVs so it can support customers in adopting hydrogen efficiently when it becomes commercially available. It’s not just HGV’s on the list. The world’s first hydrogen-fuelled ambulance, created by ULEMCo, the UK’s hydrogen fuel pioneer, was unveiled at COP26. The prototype incorporates a hydrogen fuel cell in the powertrain, which is capable

HOW CAN YOU BE MORE SUSTAINABLE NOW? MORE and more consumers are making environmentally friendly choices and they expect businesses to do the same. Look at your food to go area and think about how much single-use plastic is being used. If you have a coffee machine, could you change the cups to bio-degradable options or reusable mugs? Hockmeyer, for instance, contacted her symbol group to get reusable mugs for all her staff and has switched to compostable cups and lids in her on-site café. Also, look into launching a bring-your-own cup scheme,

like major coffee chains shops offer, where shoppers can get money off for using their own cup. Working with local suppliers can also be better for the environment – as they will have less distance to travel, thus using less fuel. This can also give you a point of difference with your customers. On the forecourt, removing plastic gloves and finding a recyclable or biodegradable alternative will improve your credentials. Griphero offers gloves with almost no CO2 footprint, which are made from

100% recycled plastics. Post-Covid-19, it’s still important to protect your customers from spreading the virus, so this alternative not only keeps them safe, but also reduces your carbon footprint. Engage with your customers about the changes they’d like to see happen on the forecourt and in store, as this will help generate a positive reaction, helping to maintain sales and footfall. This can be done in-store or on your social media pages.

of up to a 300-mile range. It includes an electric drive, a low-frame chassis, and a bespoke lightweight ambulance body. Following COP26, the ambulance – which can recharge and refill – will be trialled in London to test its operational flexibility and fitness for purpose. Toyota also invested in a hydrogen vehicle, the Toyota Mirai. According to their website, Toyota Mirai can be refuelled with hydrogen from a pump in less than five minutes. Its only emission is water.

ACADEMY IN ACTION

16-29 NOVEMBER 2021 betterretailing.com

We’re here to help. Call 020 7689 0500 Name: Shop: Location: Size: Staff:

Neil Dosanjh Nisa Mackworth Derby 1,500sq ft Two full-time, seven part-time

PARTNER ADVICE

CUSTOMER SERVICE In part six of a 10-week programme, the IAA and VAPE RETAILER look at how Derby retailer NEIL DOSANJH can improve service levels GOOD customer service isn’t just about making sure your shoppers have a straightforward visit. You should also ensure that you leave an impression that makes them want to come back to your store. You can then drive repeat custom and encourage bigger basket spend. Derby retailer Neil Dosanjh has run Nisa Mackworth since 2005. The shop has plenty of regulars, and so Neil holds the idea of consistently good service in high esteem. However, he is concerned that his staff need regular reminders to maintain consistency. How can the IAA and Vape Retailer’s Daryl Worthington help Neil ensure his team retain high levels of customer service?

Want to know more? To see more of Neil’s shop, and find out how you can improve your store, go to betterRetailing.com/Academy-in-Action

Neil has great customer service already, but by logging customer feedback, he’ll notice ways to improve and reap the benefits. Daryl Worthington Editor Vape Retailer

YOUR ACTION PLAN 1 Walk your store as a customer

Use the benchmarks below as a checklist to see what you’re doing well

2 Benchmark your shop

WHY I TAKE PART

Head to betterRetailing.com/benchmark to see how you can improve

When you run a business, there’s always room for improvement, and the IAA is the only thing that can give us insight as to what that could be. The visit has highlighted that we could be doing better, which is brilliant because it’s exactly why we got involved. It seems quite daunting, but we’ll stick to our key priorities and see what impact it has on the business.

Is your shop entrance clean, presentable and well lit, with signage for social distancing?

IAA ADVICE Setting the standard and sticking to it

Ensuring customer service standards are upheld

Handling customer praise, suggestions and complaints

Neil has a noticeboard with pointers to guide staff, but gets different levels of customer service across his team. How can he ensure consistency across the team to ensure the best possible customer service?

Neil finds that his team tend to do well with following standards for a while but then the attention paid to following them can drop off. How can he help drive high consistently high performance?

Neil says he doesn’t get many complaints at all, but isn’t tracking customer feedback and therefore can’t be sure. Could a formal log for praise, suggestions and complaints help him improve customer service?

Daryl says: “It’s important to write down specific standards so that everyone is on the same page, especially when you have part-time staff working across different shifts and have multiple conversations with your team. It’s difficult to keep momentum and consistency when staff have different interpretations of standards.”

Daryl says: “If you praise staff, they are more likely to maintain standards resulting in happier customers, so it’s important to acknowledge them. Neil is off to a good start with his WhatsApp group, but he can take this further by highlighting specific instances of staff hitting the new standards at meetings.”

Daryl says: “Having a way to record customer suggestions, complaints and praise helps when it comes to staff appraisals. If you’ve noticed that a staff member has had several instances of praise and no complaints, you can reward that, and if they get complaints, you can stop potential patterns developing.”

ACTION Write down customer service standards so staff have something to strive towards.

ACTION Openly praise different staff that are upholding specific customer service standards.

ACTION Log shopper praise, suggestions and complaints to find opportunities to improve.

Do staff greet customers with eye contact and a smile? Do you have customer service standards in place? Do staff apologise and try to make things right when a customer complains? Do staff get to know customers’ needs by asking for feedback?

3 Pick one thing to improve Write it down, implement it and let us know how you get on using #IAA

KEEP SHOPPERS COMING BACK Visit betterRetailing.com/IAA to better serve your costumers and see how you can improve in nine other categories

Next time: Availability

CATEGORY ADVICE PANCAKE DAY

MIXING UP SALES Though not as flashy as some other occasions, Pancake Day can help drive sales and enhance your store’s reputation for convenience, as JASPER HART finds out

THE LAST-MINUTE OPPORTUNITY AS seasonal events go, Pancake Day attracts less fanfare than most. It doesn’t see quite as much buildup as Easter, Christmas or Halloween, and can sometimes seem a bit of an afterthought, sandwiched as it is between Valentine’s Day and Mother’s Day. However, it’s for this very reason that retailers can bolster their reputations by providing for shoppers who may not have paid close attention to their calendars. “With many shoppers forgetting at least one essential ingredient on the day, Pancake

Day is one of the best opportunities to boost sales of grocery items such as flour, eggs, lemon juice, jam and spreads due to those last-minute panic purchases,” says Frances Booth, UK category & marketing manager at Lotus Bakeries. With 2022’s Shrove Tuesday coming a full two weeks after Valentine’s Day, unlike the mere two days separating the events this year, retailers have more time to work out how to approach their Pancake Day ranges. Even if sales don’t spike around the time, it’s im-

portant that retailers show they’re aware of what’s on the calendar and can provide what their shoppers, need for any occasion, says Terry Caton of Londis Chesterfield. “We get behind every seasonal event and will create theatre in store. You’ve got to make customers aware that you’ve got the products and range they need so they’re confident they can walk into the store and pick up what they need locally. It’s about making sure we’ve got a credible local offer,” he says.

the date

1 March Shrove Tuesday

16-29 NOVEMBER 2021 betterRetailing.com

WHAT TO STOCK DEPENDING on their size and availability, retailers have some flexibility when it comes to their Pancake Day offering. Larger stores may already have many of the event’s more evergreen products such as milk, flour and eggs, which benefit customers all year round outside of pancake-making, and may simply need to work out how to fit in a themed display.

Smaller shops, however, with space at a premium, may be better served by focusing their range on quick-fix items for shoppers. “Parfetts always has pancake mixes, Jif Lemons and own-brand chocolate and hazelnut spread on promotion so we’ll do a small display on the counter and have signs outside in the week leading up to it,” says Ian Handley of Handley’s

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Sue Nithyanandan, Costcutter Epsom, Surrey “ONCE Valentine’s Day is out of the way, then we start buying pancake mixes, Nutella and syrups, and make a huge display and let people know what day it is. I’ve got four schools around me, so sometimes the teachers come in with the children and buy the ingredients to make pancakes from scratch. “I take pictures of the display and post it on Facebook. It’s not one of those things you have to preorder for, but we make sure we do something every year. “We started stocking Co-op own-brand ready-made pancakes last year and we then made them a year-round line. Usually these items are on promotion, you find manufacturers such as Tate & Lyle support it, so people get a good deal. This year, sales were a bit down because I think people were having a lot of pancakes at home during lockdown so we didn’t have that much of a buzz.”

Go Local in Northwich, Cheshire. “We do have flour, sugar, milk and eggs, but the displays focus mainly on the pancake mixes. We won’t have it in-store for much more than a week beforehand.” Supplementary products such as spreads and toppings will help increase overall basket spend, so the right ones for the occasion are key. “The key

product we recommend stocking is the core Nutella jar – the number one product within the spreads category,” says Levi Boorer, customer development director at Ferrero UK. “The 350g jar is a priority line, so retailers should make it widely available in the week leading up to Pancake Day, as shoppers tend to be fairly last-minute in purchasing for the occasion.”

MAKING THE MOST OF THE OCCASION RETAILERS can also work directly with suppliers, who can help them make the most of their floor space to market the category. Jacqui Dales, of London Road Bakery Spar in Boston, Lincolnshire, worked with Ferrero for this year’s Pancake Day, who helped her market the occasion with a view to the lockdown happening at the time. “We received product, PoS, merchandising advice and gift packs for customers,” she

says. “The gift packs meant we could distribute these to shoppers who had made a positive impact on the community during a difficult time or who were shielding and couldn’t get out and about. It was a great way to give back while keeping it seasonally relevant.” Having some form of PoS or display in your shop will serve as a reminder to customers of any ingredients they might need, even if you stock it in another part of the shop. Having

it up early will serve as a useful reminder. You could also drive full sales across products with linked promotions for ingredients. You need to also bear in mind that with some retailers looking to make the most of the occasion and buy products they wouldn’t normally have for a dedicated display, some more staple products such as milk and eggs may be harder to source, so make sure that you can stock enough for your regular customers.

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Frances Booth, UK category & marketing manager, Lotus Bakeries “PANCAKES are a versatile menu option for a variety of meal occasions from breakfast through to dinner, and while they are a firm favourite throughout the year, Shrove Tuesday presents a key opportunity for customers to indulge in a stack both in the run up to Pancake Day and on the day itself. As such, retailers need to ensure that they have the necessary supplies in the weeks leading up to Pancake Day. “Retailers can build excitement by promoting Pancake Day recipe ideas and inspiration via social media channels, email marketing and in-store displays in the weeks leading up to Shrove Tuesday. Some customers might not realise how versatile some products, such as Lotus Biscoff spread, really are, so it’s always good to reflect this in digital communications and inspire customers to try different products and ingredients.”

CATEGORY ADVICE BABYCARE

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BRINGING UP BABYCARE How can retailers make the most from babycare products? CHARLES WHITTING finds out

THE IMPORTANCE OF BABYCARE PRODUCTS WITH the country starting to open up once again, parents will once again be on the move, bringing a significant opportunity for retailers to provide babycare products in a convenient time and place. From nappies to formula to baby food to medicine to toys, there are so many things that retailers can stock to make parents’ lives easier. “After moving towards bigger, less frequent trips during the 2020 lockdowns, babycare shoppers have moved back to doing more frequent trips in 2021 – in the convenience

channel this has driven an increase in babycare purchase frequency from 4.8 times per year to 5.6 times (a 17% increase) in the past year,” says a P&G spokesperson. “The size of a babycare trip in convenience has remained virtually the same, however, at an average spend of £3.47 vs £3.52 a year ago, meaning that average annual spend per shopper in babycare convenience has grown by 15%, from £16.90 to £19.44.” Clare Denham, UK head of channel, shopper and category development at Danone

Specialised Nutrition, adds: “As we return to a new normal, shoppers are prioritising convenience and lifestyle-based options more than ever. As a result, this past year we have seen positive opportunities for growth in our category. Parents are back on the go and want convenient and simple-to-use solutions and purchasing journeys. We’ve seen this reflected in sales of liquid formula milk formats now making up almost a fifth (18%) of value sales in the baby feeding market.”

new launches Organix has launched Little Ruskits, a vanilla-flavoured finger food that make an ideal first food for weaning babies. Created with 33% less sugar on average than other branded baby rusks and biscuits, they were launched to provide parents with a healthier choice. Organix has also launched Veggie Mini Mix Ups. Made with real organic vegetables, created to give little ones a taste of grown-up, savoury flavours during their first year of weaning. The mini shapes come in Green Pea, Carrot & Beetroot and Parsnip varieties. Pampers has launched Baby-Dry Night Pants, absorbent pants for extra night protection. They have a 360 degree fit that flexes, double leg cuffs and up to 12 hours of extra protection.

STOCK UP

on the No.1 Follow-On Milk ¹ brand in convenience

Made IMPORTANT NOTICE: Breastfeeding is best for babies. Follow-On Milk should only be used as part of a mixed diet and not as a breastmilk substitute before 6 months. Use on the advice of a healthcare professional. ¹ IRI Convenience Market (Excluding Boots, Superdrug & Wilko) Unit Sales - Latest 52 w/e 16th October 2021.

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withfor over 100 years

CATEGORY ADVICE BABYCARE

CUTTING NO CORNERS RETAILERS should offer wellknown brands alongside cheaper options, but in general, parents are willing to spend a bit more on a quality product or one they know and trust when it comes to their children. “We have brands and we have a cheaper range as well, it’s a mixture,” says Bijal Patel, from S & D Supermarkets in Northampton. “Those who are buying the brands will stick to the brands, especially when it comes to formula and medicine.”

Babycare suppliers have reacted to customer demands for high quality products, but there is also now a growing desire for sustainably produced options and ethical purchasing. Retailers should look out for brands that are trumpeting this and get their products on their shelves. “Every parent is passionate about giving their little ones the best start in life, which is why when it comes to meals and snack times, they look for healthy, nutritious food that is good for them. And parents

are becoming more conscious than ever about the ingredients that make up the food they and their little ones consume, how it has been farmed, and the impact on the environment. “They want to do their bit in not only safeguarding their families’ health, but they are increasingly driven by the ethical aspect of their purchasing, and also crucially, its impact on the environment,” says Mandy Bobrowski, marketing director at Organix.

16-29 NOVEMBER 2021 betterRetailing.com

top tips Top tips from P&G, owner of Pampers Stock a wide range of nappy sizes When parents are shopping for nappies, the one thing they won’t compromise on is buying the correct size of nappy for their little one. Convenience store shoppers are typically time-pressured retailers should ensure they stock a wide range of nappy sizes, which is just as important as stocking the right pack size to avoid them going elsewhere. Smaller pack sizes and price-marked packs (PMPs) are convenient for shoppers and retailers Smaller sized nappy packs, such as carry packs or essential packs, are a win with shoppers in the convenience category as they offer an easy ‘grab and go’ for parents when they are out and about, or without personal transport. PMPs can also be beneficial for shoppers and convenience stores as they call out the price and save retailers’ time as there is no need to add shelf edge labels. But PMPs are not a deal breaker – smaller pack sizes are an ideal impulse purchase whether price-marked or not. Parents love nappy pants Nappy pants are becoming increasingly popular with shoppers and are worth stocking along with taped nappies to provide shoppers with more choice. Pampers Nappy Pants are available from size 3 and offer up to 12 hours of leakage protection with their super absorbent core and 360° fit to baby’s shape.

RETAILER

VIEW

Jay Patel Jay’s Budgens, Brockley “WE offer the standard powder milks, SMA to Actamil. For baby food, Kiddylicious, Heinz and others have started doing pouches now. The glass jars have gone out of fashion and pouches are coming in. We stock all the essential things that babies need, like Calpol. We always stock up on things that parents might need at any time. “Organic options are also something that we’re doing more of recently, with parents prepared to spend a bit more money on it to get a quality product. Although, the mums who buy Ella’s and high-quality products also like making it at home fresh as well. We stock Pampers, but also sell Bamboo Nature, which are more ecologically friendly. Parents are definitely more conscious of the environmental point of view, so while Pampers is a staple, we’ve started doing a lot more eco-friendly childcare items. Even organic cleaning products can be popular. Johnson & Johnson has a staple organic shampoo and Sudocrem. “When you’re out and about, it’s about the convenience more than anything else. We always tell customers that, if they’re in the shop and their kids are in the shop and hungry, they should just open the food straight away for them and not worry about coming to the till. Kids won’t wait. It’s about keeping them happy.”

Baby wipes aren’t just for little ones Four out of five of baby wipe purchases are used for purposes other than baby bottom/nappy changing, and 60% of baby wipes are bought by households without babies. We have also seen a clear rise in consumer hygiene and cleaning habits following the Covid-19 pandemic which has increased consumer interest in wipes. Convenience stores can therefore benefit from stocking baby wipes such as Pampers Sensitive wipes, Pampers Pure wipes and Pampers latest offering, Pampers Kids Hygiene onthe-go wipes.

the stat

£43m The annual worth of babycare products

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We know that it’s been one of the most challenging years in independent retail with the way you need to run your stores having changed almost overnight. We also know that with the lack of physical events taking place, there’s less of a chance to connect with like-minded retailers. That’s why we started #retailtogether, an informal digital networking event to help independent retailers share experiences, discuss issues and ideas, and see a few friendly faces. Join us every other Thursday at 4.30pm

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ADVICE

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TRANSITIONING FROM CASH TO CARD With card payments on the rise and cash payments declining, how are retailers reacting to make customers feel welcome?

Card spend in my store has gone from 60% to 80%. How can small businesses cope with bank charges? – Sudesh Patel, Coulsdon Londis

Ranj Hayer, Hayers Mead Vale, Weston-super-Mare, Somerset

“PRE-COVD-19, we were 70:30 in favour of cash, and we’re now 60:40 in favour of cards. That’s a massive swing and I think in some ways it’s great. There’s less cash to hand so there’s less risk. Once a payment is made, it will be in your account the next day and no one can get at the actual money. We didn’t have a minimum spend before Covid-19 because it’s so readily available now and the cost is pro rata. It’s knocking customers away if you have a minimum spend. Maybe it was viable �ive years ago, but the world has moved on 10 years in the past 18 months. Everything that’s happened was going to happen, but it would have happened more slowly without Covid-19. “It seems like the beginning of the end for cash. Certain shops are going down the route of trialling being cashless. It’s a nice idea, but we’d never want to do that. We would never turn down cash. We’ll take any sort of payment, including cheques.”

Dennis Williams, Premier Broadway Convenience, Edinburgh

“BEFORE the pandemic, we were 20:80 card to cash. Now we’re 50:50. I think the people who’ve stuck with cash up to now will stay with cash. Elderly people like the old school of cash, but they’ll use cards as well. Things have changed, and the pandemic changed the speed of things changing. I think in the future, with more technology and people able to pay with their phones, things will go further in favour of cards, and you’ve got to change with the times. But it’s a bigger expense to your business. “Some people have a minimum spend – ours is £2.50. But I think eventually you’ll need to drop things. The up-and-coming generation uses cards. You have to make it easy. There are a few people who ask if we take cash. By law in the UK you must accept cash. So we won’t reduce the petty cash or the kitty for change.”

Amit Puntambekar, Ash’s Shop, Fenstanton, Cambridgeshire

“WE’RE 90:10 card to cash now. Five years ago we were 60:40, so it’s been a huge transition. We had a minimum spend when I came in and I knew it would put me off shopping here, so I looked at the prices and moved to a new supplier (Worldpay) with a better deal, and I got rid of the minimum spend. “However, if it’s got the queen’s head on it, we’ll take it. There are a quite few customers who were worried that they wouldn’t be able to pay using cash during Covid-19. A lot of places in London have used Covid-19 to strip cash out of their business. But cash remains a very important part of our business, for people who might not have a bank account or feel uncomfortable using card. “We’ve explained how the contactless limits work to older people. If they’re transitioning, we help that journey, and if they’re not, we accept cash. There’s no reason not to.”

In the next issue, the Retail Express team looks at how retailers choose what to introduce onto their shelves. If you have any problems you’d like us to explore, email charles.whitting@newtrade.co.uk