Retail Express - 19 May 2020 by BetterRetailing

REVAMP CHILLED & DAIRY Mini Babybel explains how to better merchandise the category for sales success

P22

SUPPLIER ADVICE

RANGE FRESHEN UP YOUR help Derbyshire retailer MINI BABYBEL to Claire Wynne from and dairy display RETAIL EXPRESS joins Jey Sivapalan revamp his chilled winner and competition Express, ran a giveaway in Retail a mini fridge, and IN January, Mini Babybel runners-up receiving (Go Local), which resulted in four of 1 Stop Convenience makeover, plus a a winner – Jey Sivapalan, from a complete store Wynne from Mini Derby – benefiting We joined Claire month’s worth of stock. advice on merchandising chilled Babybel to share category to meet shopper missions. and dairy effectively

19 MAY-1 JUNE 2020 STRICTLY FOR TRADE USERS ONLY

THE WINNERS Winner Runners-up FOOD STORE, HAMID’S ECONOMIC FALKIRK DENNYLOANHEAD,

CONVENIENCE PREMIER – ROSLIN STORE, ROSLIN, MIDLOTHIAN

E STORE 1 STOP CONVENIENC – GO LOCAL, DERBY AYLESBURY, WM NEWS & FOOD, BUCKINGHAMSHIRE

Nielsen Data Market

Report w/e 30.11.19

COVID-19 INSURANCE FALLOUT • Providers criticised for washing their hands of struggling stores • Experts advise on what you can do next P5

SAFETY FEARS

VIRUS TESTING

COVID-19 ADVICE

Subpostmasters hit back over lack of PPE after parcel volume surge

Retailers urged to utilise free government coronavirus test if showing symptoms

Find out how retailers are encouraging social distancing in their stores during the pandemic

BACK PAGE

NEWS FOOD & WINE, WINDSOR, BERKSHIRE

Iâ&#x20AC;&#x2122;m confident the introduction of the IQOS menthol kit will help protect my sales.

IQOS MENTHOL KIT CONTAINS IQOS 2.4 Plus device, HEETS Turquoise and Blue packs.

Shahid Hussain United Supermarkets, Bristol

This material is restricted to those who are involved in the business of the sale or distribution of tobacco who are aged 18 years or over. This material should not be made available to the public or sent to anyone else. IQOS is not risk free and is for adult use only. The menthol ban affects menthol cigarettes only and excludes specialist tobacco products such as Cigars and Cigarillos.

This product is addictive and is not risk-free. Not for sale to persons under the age of 18.

PHI0671_Menthol May Ban Ad_REDPS_AW2.indd 2

Become an IQOS stockist and earn up to

ÂŁ70 welcome bonus

After the menthol ban you will not be able to sell menthol cigarettes. But you will be able to sell IQOS and menthol HEETS. The new alternative for your menthol smokers.

Get ready for the menthol ban and register NOW! For more information on stocking the IQOS Menthol Kits, our menthol cigarette buy-back scheme and our rewards programme. Register now at SCAN ME

menthol-ban-retail.co.uk or scan the QR code

NOT A VAPE. NOT A CIGARETTE.

05/05/2020 10:32

our say

Megan Humphrey, editor

Covid-19 has created a new type of retail crime

The five biggest stories this fortnight 01

to THE coronavirus has brought its own set of challenges, so it’s been easy to forget the everyday pressures that were causing retailers stress before it struck. The pandemic has forced retailers up and down the UK to rethink how their business runs to keep their customers safe. All of which has left them unable to lend any time to anything else, especially retail crime. Despite retailers explaining that shop theft, for example, has been on the decrease in the past few weeks, there’s no escaping the fact that the coronavirus has brought a new type of crime threat into stores. I’ve spoken to retailers who have told me of fights breaking out because customers weren’t adhering to social distancing, as well as incidents of verbal abuse because particular products or promotions weren’t available. Alarmingly, this highlights a harsh reality that, no matter what I WILL CONTINUE issues are facing society, crime always seems to remain. With that TO PRIORITISE in mind, we published the results TACKLING RETAIL of our retail crime survey last week. CRIME The findings have revealed how crime – just like the coronavirus – continues to leave retailers no choice but to alter their business to lessen their risk. Not only that, but retailers reportedly are also only able to afford 25% of the cost needed to pay for their next desired security investment. This is simply not good enough, and I want to assure you that, no matter the current environment, I will continue to prioritise tackling retail crime. You can rely on me to help make this happen.

Safety fears over reported parcel volume spike

ALEX YAU SUBPOSTMASTERS have criticised the Post Of�ice for failing to provide protective equipment, following a surge in parcel volumes. Ken Singh, of Boghar Bros in Pontefract, told Retail Express his parcel transactions tripled in the past month due to the closure of nearby rival stores.

“The Post Of�ice didn’t really supply me with anything at the start, but they’ve since sent over protective screens, gloves and hand sanitisers,” he said. “It’s not good enough because we’re taking on the burden of other post of�ices and having to deal with more cash and customers.” Mike Sohal, of Nisa Dallam Stores and Post Of�ice in Warrington, added: “There’s more pressure on us because

we’ve got constant queues of people selling items on eBay. All we have been given is hand sanitiser.” A spokesperson for the Post Of�ice responded: “We understand some postmasters have concerns about the handling of parcels. UK government advice states there’s no perceived increased risk of coronavirus from handling post, and the World Health Organisation

has also said it’s safe to receive letters and parcels. “We are continually reviewing what products and services we offer customers during this pandemic, taking account of latest medical advice.” Meanwhile, parcel provider DPD has temporarily closed its parcel shop network to ensure customers aren’t “making unnecessary trips out to collect parcels”.

FOR MORE ON THE SURVEY RESULTS, SEE THE NEXT PAGE @retailexpress betterRetailing.com facebook.com/betterRetailing Editor Megan Humphrey @MeganHumphrey_ 020 7689 3357 Features editor Daryl Worthington @DarylNewtrade 020 7689 3390 Insight reporter Tamara Birch @TamaraBirchNT 020 7689 3361 Editor in chief Louise Banham 020 7689 3353 Production editor Ryan Cooper 020 7689 3354 Sub editor Jim Findlay 020 7689 3373 Head of design Anne-Claire Pickard 020 7689 3391 Designer Jody Cooke 020 7689 3380

Editor – news Jack Courtez @JackCourtez 020 7689 3371 Senior features writer Priyanka Jethwa @PriyankaJethwa_ 020 7689 3355

Editor – insight Chris Dillon @ChrisDillonNT 020 7689 3379 Reporter Alex Yau @AlexYau_ 020 7689 3358 Digital content editor Jody Porter 020 7689 3378

Director of sales and marketing Matthew Oliver 020 7689 3367

Account manager (new business) Jimli Barua 020 7689 3364

Senior account director Charlotte Jesson 020 7689 3389

Sales support executive Michela Marino 020 7689 3382

Senior account manager Natalie Reed 020 7689 3372

Managing director Parin Gohil 020 7689 3375

Account manager Adelice Tatham 020 7689 3366

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

Management accountant Abigayle Sylvane 020 7689 3383

47,895

Crime threat persists

ON AVERAGE, shoplifting is costing independent retailers £2,352 a year in losses, according to a Retail Express survey. Retailers revealed they deal with 14 shoplifting incidents per month, with the value of goods stolen per incident priced at £14. Fifty per cent also stated they feel either unsafe, or very unsafe, at their store at night, with 47% claiming vulnerable customers no longer visit due to the threat level. The �ive-month-long survey received more than 100 responses.

Image credit: Fog Bandit UK Go to betterRetailing. com and search ‘retail crime’ to read the full survey results

Allocation warning

THE ACS has warned that “skewed allocation systems” are continuing to cause availability issues in independent stores. The claims were made in its submission to the government’s inquiry into the impact

Gov’t grant funding

HUNDREDS of millions of pounds of additional coronavirus grant funding has been released for small businesses, following allocation errors. Analysis by Retail Express’ sister publication, RN, and Bankier Sloan uncovered that local authorities had been unable to give out grants due to misallocations by the Department for Business, Energy & Industrial Strategy and local councils. Sources con�irmed funds had been incorrectly given to ineligible properties such as beach huts, stables and parking spaces.

CMA probes Nisa

of Covid-19 on food supplies. THE Competition and MarACS public affairs manager kets Authority (CMA) has Julie Byers said it had “raised contacted Nisa following concerns that current gaps in complaints about price rises supply are due to issues re- in Nisa sites. garding product allocation as A leaked document stated: there are still skewed alloca- “We were approached by tion systems”. the CMA about unusu-

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

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

Go to betterRetailing. com and search ‘funding’ to read more

Go to betterRetailing. com and search ‘Nisa CMA’ to read more

ally high prices in Nisa partner stores. “We are aware that in some instances this has been down to products coming off promotion, newly introduced lines or pricing being higher on some substituted lines.”

@retailexpress facebook.com/betterRetailing

19 MAY-1 JUNE 2020 betterRetailing.com

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

Stores rejected by insurers over Covid-19 claims MEGAN HUMPHREY RETAILERS have hit out at insurance �irms for failing to �inancially support them during the coronavirus outbreak. Scottish retailer Tahir Malik was forced to shut his store in Glasgow’s �inancial district at the start of the government lockdown. “I was unable to keep my store open because as soon as of�ices shut, I had no customers, so it wasn’t �inancially sustainable,” he said. “However, I was told by my business interruption

insurance provider that I can’t claim because my policy doesn’t support my reason for closure.” According to insurance expert Mactavish, nearly 42,000 retailers witnessed their provider excluding infectious disease cover from their policy when they renewed in March. CEO Bruce Hepburn told Retail Express: “Over the past few weeks, many retailers across the country would have received insurance offers and accepted them, but at the last minute, just days or even hours

before renewal, elements of their cover were removed.” However, Capital Law’s senior lawyer, Catrin Povey, advised retailers to contact the �inancial ombudsman if they were experiencing dif�iculties. “Until recently this service wasn’t available to small businesses, so a lot of them don’t know it exists,” she told Retail Express. “It’s free, and not only takes into consideration the law, but also the circumstances of the whole case to see if the insurer is acting properly.”

A spokesperson from Malik’s provider, The Retail Mutual, said: “The mutual is con�ident with the wider insurance market in providing cover for the loss of gross pro�it where the business must close for deep cleaning following a con�irmed outbreak of an infectious disease at the premises. “The directors of the mutual are retailers themselves and understand the dif�icult decisions our members are taking to close their stores. “It has taken positive

steps to help individual members with advice, deferred payments and unoccupancy extensions for those who have closed their doors temporarily.” Call Retail Express on 020 7689 3357 to find out how to contact the financial ombudsman

78%

Online share of all grocery sales

express yourself “I’m in a WhatsApp group which has 35 to 40 other convenience store owners who have had issues with digital media screen companies in the past. They’re trying to build a case and are asking for more retailers to come forward and help provide evidence. I’ve lost money due to my contract, but the finance company said my terms strictly stated I would be leasing the screen through them. I’ve written a letter and cancelled my direct debit payments.” Shabaz Ali, Best-one Falkirk, Stirlingshire

Increase in online alcohol sales

24%

10%

Customers now using a delivery app weekly

the column where you can make your voice heard

ONLINE SUCCESS: Online sales for convenience stores have risen by 9% as the sector now accounts for a 30% share in the overall market. According to Mike Watkins, head of retailer and business insight at analyst Nielsen, retailers have increased the number of delivery slots while prioritising more vulnerable customers in lockdown. MINDFULNESS: Publishers have shifted focus to mindful magazines and colouring publications after the categories saw increased demand from customers looking to relax while in lockdown. Anthem Publishing chief executive Jon Bickley said that the publisher’s colouring titles are experiencing their best sales growth, while retailers have also reported sales spikes.

BAD WEEK

How have online orders changed during lockdown?

Increase in the online grocery market

GOOD WEEK

Go to betterRetailing.com and search ‘mindfulness’ to read more about this story

ONLINE GROCERY

7.5%

RECYCLING: Recycling company CheaperWaste has threatened legal action against Surrey retailer Kiru Nadarajah. According to Nadarajah, the company said they were taking him to court after he claimed back 11 months of direct debits following a payment dispute. A CheaperWaste spokesperson said the company would not comment directly on individual customers. SURCHARGES: Nisa retailers have had their delivery surcharges switched from the number of cases ordered to the number of cases delivered, leaving some store owners paying more delivery fees than they had originally expected. The wholesaler said it has had to adjust orders to ensure fair product distribution for retailers. Go to betterRetailing.com and search ‘surcharges’ for the full story

Do digital media screens provide a good return on investment for convenience stores?

“My advice to any retailer is to avoid digital media screens unless you do it on your own. I signed into a contract with Rhino Media Group, which promised to pay me back money they made from advertising to offset the leasing costs of my screen. I haven’t received any of this and the screen has cost me £20,000 since I signed the agreement across two shops. I am still being chased for this money from the finance company, Grenke.” Kiru Nadarajah, Everydays, Surrey

“I have gone for my own screen and put my own slides on it advertising products, prices and promotions. The decision was cost-driven because some suppliers charge you £600 to £700 when you could get a screen of your own for £100 and spend 20 minutes putting your own material on the screens. They do work because customers have noticed them. It’s also an effective way of notifying those in your store about major changes such as the menthol ban.” Mike Nichols, Costcutter Dringhouses, York

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

Mike Nichols

NEWS

19 MAY-1 JUNE 2020 betterRetailing.com

Retailers use free virus testing MEGAN HUMPHREY INDEPENDENT retailers are urging other shop owners to take advantage of the government’s free coronavirus testing. At the end of April, health secretary Matt Hancock opened testing centres to convenience store owners, workers and their families as part of England’s more than 10 million essential

workers and family members. There are currently 30 drive-through test site locations across the country. Retailer Sunder Sandher, owner of S&S One Stop in Leamington Spa in Warwickshire, took the test after showing symptoms. “I had a cough, so signed up for myself and the rest of my family to get a test,” he said. “The following day after enrolling on the government’s

website, I was given a slot at my nearest test centre.” Sandher added: “It took an hour to reach the site, and 25 minutes for staff to conduct the test.” But, he explained: “None of the time spent really matters when I was given my result in 48 hours. I’m happy the test was made available when it was because it means we are able to get a quicker result and return to work –

rather than wait at home for two weeks.” Sandher stressed how important it is to use the free service. “If any retailer is showing slight symptoms, please go and get yourself and your family tested – it keeps everyone safe,” he said. ”It enabled me to get back to work, knowing that I wasn’t putting any of my staff members or customers at risk.”

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24/03/2020 10:07

Symbol group joins mypubshop initiative COSTCUTTER is the newest recruit of the successful initiative that’s transforming pubs into click & collect food shops. The mypubshop platform launched last month. It has now converted nearly 500 pubs across the country, and boasts 6,500 customers. A Costcutter spokesperson explained: “Providing access to groceries is a lifeline to local communities. Where there are no nearby convenience stores

immediately available, we are pleased to be able to partner with StarStock and mypubshop on this initiative.”

INDIES COME OUT ON TOP

RETAILERS have been awarded their own card in a new ‘Key Workers’ edition of Top Trumps, dubbed ‘Britain at its best’. The game gives praise to key and essential workers who have helped the country during the pandemic. Shop workers sit alongside 30 other professions in an ‘unsung heroes’ category, which includes doctors, nurses, police officers and refuse collectors. Priced at £5, all net proceeds go to the NHS.

Mini Babybel giveaway hailed a success RETAILER Jey Sivapalan teamed up with Mini Babybel last month to give free stock to the most vulnerable members of his community. The owner of 1 Stop Convenience Store – Go Local in Derby included the additional stock in his home deliveries, and donated some to the local food bank last month. “We had a fantastic response from our customers,” he said. “It was great to work with Mini Babybel to raise the pro�ile of my store during this time.”

CIGARETTES THE ‘NEW DUAL’ RANGE A NEW DISTINCTIVE BLEND IN A UNIQUE DUAL PACK PLUS: This new distinctive blend is also available in Mayfair New Green Sterling New Superkings Green Berkeley New Superkings Green Benson & Hedges New Superkings Green

CIGARILLOS NEW STERLING DUAL CAPSULE LEAF WRAPPED TOBACCO LEAF WRAPPED STICK WITH A PEPPERMINT CAPSULE FILTE FILTER

VAPES LOGIC COMPACT NEW EXTENDED RANGE NOW INCLUDES 9 MENTHOL FLAVOURS

LOGIC EPIQ E-LIQUID AVAILABLE IN 5 MENTHOL FLAVOURS

NICOTINE POUCHES NORDIC SPIRIT 100 TOBACCO FREE WITH 100% A FRESH MINT FLAVOUR

WE’VE GOT THE ALTERNATIVES

PRODUCTS

BAT UK expands vaping range PRIYANKA JETHWA BRITISH American Tobacco (BAT) UK is launching a range of new menthol eliquid �lavours and limitededition starter kits for its Vype brand. The new e-liquid �lavours include Peppermint Tobacco, Just Mint and Creamy Mint. These join Vype’s current menthol e-liquid range, comprising Crisp Mint – Vype’s bestselling �lavour – Chilled Mint and Crushed Mint. Alongside the launch of these new �lavours, BAT UK is also adding limitededition Vype ePen 3 and Vype ePod starter kits to its hardware range. The kits and �lavours have

been designed in anticipation of the menthol ban this month, offering the 23% of smokers who will be without their preferred product a viable menthol alternative. Meanwhile, for smokers looking to continue using traditional cigarettes, the supplier has been reinventing across its Pall Mall, Vogue and Rothmans brands to replace menthol cigarettes. The new range now mirrors the experience of smoking a menthol cigarette more closely, with new blends, a tube �ilter and new formats across the range, providing variation for smokers who previously preferred menthol. Fredrik Svensson, general

manager for UK and Ireland at BAT UK, said: “It’s crucial that we are able to accommodate those looking for alternatives, particularly consumers who see the ban as an opportunity to make the switch to vaping.”

consumer base through the familiarity of one of the UK’s iconic table sauce brands.”

THATCHERS Cider has added Cloudy Lemon Cider to its range, a cloudy Somerset cider with lemon juice, with an RRP of £5.50. The 4% lightly sparkling cider, available in 4x440ml cans, is made from dessert apples including Braeburn, Gala and Red Spur, giving it a sweet taste, �inished with lemon juice. Jonagold apples help give the drink a cloudiness. The supplier says the launch has been designed as an alternative to berry-�lavoured ciders, providing consumers with more choice in the category.

PHILIP Morris Limited has revealed further details of its buy-back scheme to support retailers following the ban on menthol cigarettes. The scheme will allow retailers to return Philip Morris menthol cigarette packs that have had all UK duty paid and are in plain packaging. Philip Morris packs eligible for the scheme include Marlboro Green, Marlboro Ice Blast and Chester�ield Green. It is open to retailers from 20 May, when the ban comes into force, and retailers have until 1 July to register their interest and submit the quantity of menthol cigarettes they possess.

BUDWEISER Brewing Group UK & Ireland has added two alcohol-free beers, Budweiser Zero and Stella Artois Alcohol Free, to its range, available now. Budweiser Zero comes in a four-pack of cans, with an RRP of £3. It contains 46 calories and zero sugar. Stella Artois Alcohol Free contains 60 calories per bottle, and is also available in a four-pack, with an RRP of £3.50. It follows the launch of Stella Artois Gluten Free back in 2018, with the supplier stating that consumers spent an extra £19.7m on the brand last year.

UNILEVER is celebrating the 25th anniversary of Lynx Africa, with the launch of a limitededition body spray, body wash and anti-perspirant. The limited-edition range has been released as part of Lynx’s ‘Hot Since ’95’ campaign,

A Worcestershire crisp comeback

CALBEE UK has added a Lea & Perrins �lavour to its Seabrook Crisps range, available to independent retailers now. The new edition is based on the original 1837 Lea & Perrins Worcestershire sauce �lavour, and is available in £1 price-marked packs and in single, sharing and multipack formats. Lea & Perrins is the brand leader in the Worcestershire sauce category with 84% share, and a brand value of £12m. Jon Wood, commercial director at Calbee UK, said: “Lea & Perrins Worcestershire sauce is the perfect partner for Seabrook Crisps as it allows us to expand our

Tropicana Essentials gets energised

To learn more about which flavours are compatible with which device, head to betterRetailing.com and search BAT menthol

A twist of citrus for Thatchers Cider

PEPSICO is extending its Tropicana Essentials range with the launch of a new Energise variety, available now with an RRP of £1.99 from all major wholesalers. Tropicana Essentials Energise is a tropical blend of pineapple, passionfruit, banana and ginseng, and contains added magnesium to help �ight tiredness and fatigue. It follows the launch of its Immune Support variety in January 2019, building on the demand for functional drinks that offer added bene�its. The brand says the new �lavour combination is part of a wider redesign for its

Essentials range, with a new, more modern artwork to attract younger shoppers to the brand, and functional juices overall.

Philip Morris unveils buy-back details

For more information, go to betterRetailing.com and search Philip Morris buy-back

Butterkist popcorn Lynx Africa celebrates Go zero in style partners with Now TV Budweiser and Stella its 25th anniversary KP Snacks has unveiled a new promotion across its Butterkist range as part of a partnership with Now TV, running until 30 November. The promotion offers consumers a half-price Now TV Sky Cinema Pass, giving them access to thousands of blockbuster movies. The on-pack promotion will run across four Butterkist �lavours: Salted, Sweet & Salted, Sweet and Butter. Kevin McNair, marketing director at KP Snacks, said: “The sharing segment is worth £1.2bn, and 38% of all convenience bagged snack sales are sharing packs. Butterkist has a 35.1% share of the market.”

including a new TV advert featuring British celebrities including boxing champion Anthony Joshua, rapper AJ Tracey and YouTuber Calfreezy. The campaign will also run across video-on-demand, social media and in store.

THE LOGICAL GUIDE TO VAPING

In partnership with

VIEW

THE LOGICAL GUIDE TO VAPING

Vip Measuria One Stop – The Prior Way, Derbyshire “WE stock all the main brands, including Logic, but refillables are my most popular devices. I think this is because shoppers expect the devices to last a long while, so although we stock quite a few devices they don’t fly off the shelves. “Shoppers are willing to spend on devices, capsules and refillables if they have the right information and suppliers need to provide this to help us. Retailers are customer facing, so by having the right information, vape devices become easier to sell to shoppers. If we believe in something, then our customers are likely to believe, too. “Capsule devices are more popular when shoppers switch to vaping for the first time because it’s not as expensive as other devices. We installed a Vape Station four years ago, which has helped our vape range stand out, especially as it’s behind the till. We stock a full range of Logic flavours, like Menthol and Tobacco, to offer shoppers a choice.”

DEVICES IN DETAIL

top

In part four of a six-part series, RETAIL EXPRESS teams up with JTI to provide an overview of the different vape devices available to independent retailers

THE OPPORTUNITY sales and meet different customer needs. Knowing which devices appeal to different consumers helps retailers meet shopper needs, drive sales and encourage repeat visits. “It’s crucial independent retailers recognise which devices are proving particularly popular with vapers,” says Geens. Sales reps can help retailers expand their knowledge on different devices, so ask about additional resources they offer.

START WITH PODS POD devices are the fastestgrowing segment due to their convenient nature, with new brands entering the market every month. Retailers, therefore, have the opportunity to drive sales by stocking pod devices under trustworthy brands. Stocking a pod device like Logic Compact ensures you are offering an alternative to those smokers looking to switch that doesn’t break the bank. “Logic Compact is the

number-one-selling closedtank pod device in traditional retail,” explains Geens. Logic Compact uses a 350 mAh battery that can be charged in 74 minutes via a USB charger. Pods can be clicked in simply with magnets, enabling shoppers to switch flavours with ease. Geens suggests retailers stick with trusted brands and companies, like JTI, to “ensure they’re fully in line with the right regulations”.

to their local shop for refills, but only if the store offers replacement hardware and interesting flavours. “With refillables, there really is something for every individual vaper and their

products Logic Compact

Logic Compact is a small device designed to help vapers on the go. The device uses magnetic e-liquid pods that are ready to use once clicked in. The device is available in a selection of colours including slate grey, blue, gold and pink, and is compatible with a variety of flavours. What to stock? In addition to the device, retailers should stock a combination of Logic Compact Essential and Intense flavours such as Berry Ripple, Amber Tobacco, Banoffee, Menthol and Strawberry. Stock together in a visible location to capture the attention of shoppers. RRP: £10 (Device only) and £5.99 (pods) Type of product: Pod device

Logic Pro 2

Logic Pro 2 uses a pre-filled e-liquid capsule that allows shoppers to switch between flavours. The device uses a 650 mAh battery that can be fully charged in 100 minutes. “Logic Pro 2 is lighter and more compact than its predecessor, with capsules available in eight flavours,” says Geens. What to stock? Logic Pro capsules are available in eight flavours, including Tobacco, Menthol, Berry Mint, Strawberry, Cherry, Vanilla, Blueberry and Watermelon.

MOVE ONTO REFILLABLES REFILLABLE vaping devices appeal to the more experienced vaper. They present a huge opportunity for convenience retailers because once a consumer has an open system device, they’re likely to return

RETAILER

PART FOUR

“RETAILERS need to be able to identify the most suitable vaping products for their customers and communicate the main features of each,” explains JTI’s head of Logic and reducedrisk products, Nick Geens. The vaping market has had phenomenal growth over the past few years, and customers are now spoiled for choice. From pod devices to box mods, retailers need to be knowledgeable on what’s available to achieve high

19 MAY-1 JUNE 2020 betterRetailing.com

RRP: £12.50 (device) and £4.50 (three-pack capsules) preferences,” explains Geens. “The ongoing additions to the market help to boost vaping sales across the category.” Having a good knowledge of vaping devices will help retailers educate their shoppers

and staff, keep track of trends and stock the right products to achieve high sales. Use sites such as JTI Advance to expand your knowledge on which devices will work in your store.

Type of product: Capsule

Don’t miss part five of JTI’s Logical Guide to Vaping in Retail Express’ 16 June issue

P LY M O U T H & T O N I C .

PROPER GOOD. PLYMOUTH SHOPPERS WILLING TO PAY ADDITIONAL Â£6.60 ON AVERAGE BOTTLE OF GIN.*

STOCK UP NOW

SUPER PREMIUM GIN GROWS

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PRODUCTS Carabao launches 69p PMPs PRIYANKA JETHWA CARABAO is launching 69p price-marked 330ml cans for its Original, Green Apple and Mandarin Orange �lavours, available to retailers from June. It follows the announcement that between January and March this year, the brand’s Green Apple and Mandarin Orange �lavours overtook competitors, including Relentless Original and Monster The Doctor, in terms of sales in the energy drinks category. The supplier says that one convenience store increased sales by 226% after the introduction of a promotional price. In Carabao’s 2019 Taste of The Nation Report, the sup-

plier identi�ied three key areas of consumer demand in the energy drinks category. These three areas were taste, low sugar and value. David Butcher, managing director at Carabao Energy Drink UK and Ireland, said: “Price-marked packs are only effective when the price they are offering is competitive in the wider market, and many of our competitors are not offering the same value as we are to help entice new customers to the category. “At Carabao Energy Drink, we have been exploring the right price point to use in order to offer great shopper value and strong retailer margins, and we are very excited to see the in-market results.”

19 MAY-1 JUNE 2020 betterRetailing.com

Yazoo is back on screen with a big bang AFTER a nearly-10-year break, Yazoo is back on TV screens in a £2m partnership with E4 comedy spin-off series Young Sheldon. The advert features the drink being consumed in several different scenarios, such as on the go, at home, and as an accompaniment to work and revision. It will air at the beginning of each show on E4, throughout the day on repeats and online through Channel 4. The six-month partnership will also be extended to Yazoo sponsoring reruns of The Big Bang Theory on main-

stream TV and All4. Tapping into the show’s 16-to-35-year-old audience, the brand is targeting young impulse buyers through the campaign, which runs until the end of August. Yazoo is bought by 12.9% of households, and with TV viewing levels higher now than at Christmas, and Channel 4 reporting its audience has doubled in recent weeks, the supplier says that retailers can expect an uplift in sales of brands opting to go ahead with scheduled campaigns during this period.

Dark Horse reports growth in value

CALIFORNIAN wine brand Dark Horse has grown by 33% in value in the past 12 months. This beats the growth in still wine overall, which rose by 1% in the UK off-trade over the same period. The supplier said the increase in value has been driven mainly by its Malbec variety. However, it added that it has also seen spikes across other varieties within the brand, including its Cabernet Sauvignon, its bestselling line in the range, being the number-one contributor to growth in the premium Cabernet Sauvignon category, alongside its Chardonnay, which claimed the number-

two spot in the premium Chardonnay category in the UK.

AVAILABLE from wholesalers this summer, Froneri is expanding its Nuii ice cream range with a Coconut & Indian Mango �lavour, RRP £3.89 for a three-pack. Nuii Coconut & Indian Mango combines mango and passionfruit to create a fruity sorbet mixed with coconut ice cream. This is covered in white chocolate and coconut �lakes. The new variety joins Salted Caramel & Australian Macadamia, Dark Chocolate & Nordic Berry and Cookies & Idaho Valley Mint in the range. Alongside this, Froneri will add a new mini assorted multipack of six to the Nuii range, featur-

ing Salted Caramel & Australian Macadamia, Dark Chocolate & Nordic

NEW FROM EPIQ

A new Coconut & Indian Mango flavour for Nuii ice cream Berry and White Chocolate & Java Vanilla �lavours, RRP £3.89.

IN THE MAY ISSUE OF VAPE RETAILER

OUT NOW Special report – changing vape sales: How convenience stores can hold on to new customers won since the lockdown forced specialist shops to close

• Nic salts: How to sell them, what you need to do to switch menthol customers post-menthol ban and how to retain them

• Pod mods and closed systems: What you need to stock, and how to sell the fastest-growing product trend in vaping

Order your copy from your magazine wholesaler today or call Kate Daw on 020 3871 6490 To advertise in Vape Retailer, contact Matthew Oliver on 020 7689 3367

PRODUCTS

19 MAY-1 JUNE 2020 betterRetailing.com

New Logic menthol flavours PRIYANKA JETHWA AS part of its Logic Compact Intense range, JTI has announced the launch of two new menthol eliquid �lavours: Berry Mint and Polar Menthol (18mg), RRP £5.99. The launch follows the news that the Logic Compact Intense range is now available to independent retailers and wholesale, after initially being launched in supermarkets last year. JTI claimed the two new additions are designed to allow retailers to capitalise on the demand for menthol e-liquid �lavours, which are the among the most popular �lavours within the vaping category.

The supplier said the new �lavours will also provide more choice ahead of the menthol ban on 20 May, as some smokers will turn to vaping in the wake of the new legislation, as an alternative to traditional mentholated tobacco products. Nick Geens, head of reduced-risk products at JTI UK, said: “With vapers and smokers looking for more choice when it comes to menthol �lavours, we’re pleased to be extending our Logic Compact Intense range to help with this demand. Retailers should look to offer a wide range of post-ban menthol alternatives to cater for their customers’ needs – and vaping is just one part of this.”

Look on the light side with new Maltesers ad MARS Wrigley UK’s latest instalment of its long-running ‘Look on the light side’ advert for Maltesers will focus on how women are staying connected during the lockdown. The new series of ads shot through video conferencing takes a humorous look at the struggles of balancing work and personal life with young children, video-dating and living alone. As the coronavirus pandemic presents new challenges to the public, the digital

Lorenz brings the wow factor to the UK LORENZ Snacks is adding two new �lavours to its Crunchips Wow range: Terrifying Jalapeno & Cream Cheese Inferno, and Incredible Paprika & Sour Cream Pleasure. The crisps have an RRP of £1 and come in packs of 12x80g. The supplier says the range has doubled in sales value in the UK in the past three years, and is one of the bestselling brands in Poland, Germany and Turkey. The two new �lavours add to the existing range, which comprises Crunchips, Crunchips XCut, Curlys and Pomsticks.

NEW FROM EPIQ

Get naturally chilled with CBD beer brand Green Brewing GREEN Times Brewing has rebranded its CBD beer range, focusing on the tagline ‘Naturally chilled’, and launched a new alcohol-free variety, RRP £2.50-£3.50. Its new CBD alcohol-free IPA, which has an ABV of 0.5%, comes at a time when

campaign reinforces the #stayhome message and considers some of the challenges facing women in self-isolation. The ads re�lect the reality of life at home, and show how women are using humour to connect and make each other feel better in these circumstances. On social media, the campaign will be supported by mental health charity Mind, signposting help and advice at mind.org.uk/together, for those struggling with isolation.

public perception of cannabis products is evolving, and the supplier said that it wants to avoid stereotypes associated with cannabis. It also explained that the minimal design aims to communicate to shoppers that the combination of beer

and cannabis can bring balance in the body and mind of drinkers. Co-founder and managing director Thierry Florit said: “We’re excited to add the new alcohol-free IPA to our range despite the challenging conditions.”

OPINION

19 MAY-1 JUNE 2020 betterRetailing.com

LEADING INDUSTRY OPINION ON THIS FORTNIGHT’S HOT TOPICS

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

NISA: What is the impact of its delivery surcharge changes? “NISA have switched the surcharge from cases ordered to the number of cases delivered. This means we get charged more if we don’t get our full delivery through, which is happening often due to the coronavirus. It’s impacting us and I will be submitting my questions to Nisa for an answer.” Anonymous retailer

“ALL the top executives at Nisa and Co-op need to look at how their actions are affecting independent retailers. When the two companies merged, there were promises made that we would have come out better. However, this latest change at the expense of our businesses says otherwise.” Anonymous retailer

I will be submitting my questions to Nisa

COVID-19: What effect is the pandemic having on independent stores? “POSTMASTERS face loss of earnings due to reduced footfall and they have not received any substantive offer of �inancial assistance to cover this. They will also lose income if they are forced to self-isolate, but they are not entitled to any form of sick pay.”

They will also lose income if they are forced to self-isolate

“THE outbreak is proving particularly challenging for stores in city centres, high streets and transport hubs. Some stores in these locations are experiencing signi�icant sales declines or have temporarily closed to protect the longer-term viability of the store.” James Lowman, chief executive, ACS

Mark Baker, branch secretary, Communication Workers Union

HOME DELIVERY: How are retailers helping during lockdown? “I’VE been partnered up with Snappy Shopper over the past couple of months to help me deliver essential products to customers who are in their homes during lockdown, or cannot leave because they are vulnerable. It’s a good service, and I’ve seen a substantial increase to my weekly sales.” Ferhan Ashiq, Day Today Prestonpans, East Lothian

“SPAR stores have played a key role in local communities delivering essential groceries. We hope this new platform improves our home delivery service by making it easier for customers to see what products we have available without leaving their homes.”

I’ve seen a substantial increase to my weekly sales

Matt Teagues, managing director, Blakemore Retail

DIGITAL SCREENS: Have media displays worked for your business?

I need proof that they’ll have a positive impact on footfall

“I’VE not received payment from my screen provider for the past three years. I was supposed to get annual payments of £500 at no additional cost to myself, but haven’t received them. I have decided to keep the screen and either use it for my own purposes, or sell it to someone else.” Anonymous retailer

“I’VE considered digital advertising screens, but I’m still unsure of their value. They make your shop look modern, but do they have any other value? My mind won’t be made up until I get de�initive proof that they’ll have a positive impact on my footfall.” Ken Singh, Love Lane Stores, Pontefract

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*Based on RRP as at 11th March 2020. Subject to availability. Varieties as stocked.

LETTERS

19 MAY-1 JUNE 2020 betterRetailing.com

sam coldbeck

Letters may be edited

Wharfedale Premier Convenience Store, Hull

Thinking on our feet

‘Booker has treated its retailers appallingly’ I AM writing to you regarding the appalling availability of stock at my Booker cash and carry. Colm Johnson should be utterly ashamed of the way Booker has treated its retailers during this dif�icult time. All we have seen, week after week when visiting depots, is bay after bay of emptiness. We have found that Booker has been hiding stock that it gets for its Premier

customers, while the rest of us get the leftovers. This is a disgrace, and I hope this whole supply chain issue will be scrutinised by a government department. Booker also removed its recycling facility without any notice, and announced it by simply putting up a poster outside the depot that nobody saw until they had arrived. The depot manager thought that was an accept-

able way of letting us know. I’m sure an email would have been appropriate. I would like Mr Johnson to provide us with an up-todate statement on the state of the Booker business. Stephen Hunter, Old Road News, Bradford

A Booker spokesperson responded: “Our colleagues are working tirelessly to do everything they can to support all of the local shops that we

TWEETS OF

supply and appreciate the vital work that community shops are doing during this challenging time. The reality is that we have experienced a substantial increase in demand for a number of products, with independent retailers we serve experiencing signi�icant uplifts and subsequently increasing their orders with us.”

THE WEEK

WIN £50-worth of Lucozade Energy Citrus Chill

LUCOZADE Energy has introduced a new lemon & lime flavour to its range with Lucozade Energy Citrus Chill. With 10 bottles of Lucozade sold every second, this product is designed to energise retailers’ sales. We’re giving five lucky retailers the chance to win £50-worth of Lucozade Energy Citrus Chill stock.

TO ENTER Fill in your details at:

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

To read the full response, go to betterRetailing. com and search Booker coronavirus

Tweet us to get featured!

@retailexpress

Customer asked do we do spices. Adapting range to retain customers is the key, I believe. That’s the prep and ﬁnal dishes created coz we do spices and farm-fresh chicken and onions and rice. #COVID-19 #LOCKDOWN2020 #adapting #independentretailers #shoplocal @AtulSodha

Of all the extraordinary things we’ve seen in the past few weeks, the massive growth in deliveries from convenience stores has been one of the most remarkable. Our research has measured this, but we can’t quantify the enormous difference this will have made to people’s lives. @JMLowman We’re collecting food donations in all stores! They’ll go straight to councils who in turn are delivering out to people who can’t get out… @MitalMorar

RETAILERS have had to go against so many of their natural instincts as Covid-19 changes everything. For so long our priority was always to get people in the store for as long and as often as possible, ensuring we played to our strength and engaged with customers face to face. Now, it almost feels like we’re striving for Each issue, one of seven top the opposite. retailers shares advice to The biggest make your store magnificent change for us is the new home delivery and click & collect services that we’ve set up, which we view as our social responsibility as a community shop in these times. We began them as soon as social distancing started and it’s been a big adjustment. Unlike some stores, we were starting completely from scratch – we’d never wanted to offer delivery before. For the first few weeks, we were taking orders and payment over the phone. Our staff were going around the store with a phone in one hand and a basket in the other, picking up people’s shopping. It worked initially when there were only a few people using the service, but ultimately, it all became a bit disjointed as home delivery grew in popularity in our community. We’re now teaming up with a company called Basket, alongside Booker and The Retail Data Partnership, to expand the delivery service through an app. Now we have a handheld terminal staff can use, and it has the option to switch the delivery service on and off, helping us avoid getting swamped with orders. When we launched, we had 650 items on the inventory. Our thinking with this was to focus on our top 300 products, combined with products that are specifically aimed at those isolating, things like magazines and gardening products. Working with Basket will let us better meet our customer needs. Shoppers will still be able to order even if they haven’t got a smartphone, and we can operate the system more effectively. If it means more people get delivery or click & collect, that also benefits my staff as it means fewer people in the shop. Covid-19 is making retailers think on their feet, we’re having to go against everything we know and instead choose the best option for the moment and run with it. We think that this delivery service will give customers some freedom back, and that can only be a good thing.

Get in touch

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

FORECOURT FOCUS

Forecourt’s self-serve dairy, p18

Growth in motorists on road expected to continue DARYL WORTHINGTON INDUSTRY �igures are expecting that the recent government lockdown announcement will lead to more motorists taking to the road. RAC data, published on 8 May, found that drivers were starting to use their cars more than they had been earlier in the lockdown, with the number of motorists already increasing before Boris Johnson’s announcement on 11 May. The research was built on analysis of RAC ‘black box’ driving data, breakdown numbers and route planning �igures. When comparing the week commencing 30 March with the week commencing 27 April, it was found there were 11% more cars on the road while 23% more daily

miles were driven. Meanwhile, vehicle breakdowns attended by RAC patrols were up by 18% over the same period. These �igures have also been backed up by a survey of more than 1,500 drivers by the RAC, which has found that 41% of drivers admit to now using their vehicle more frequently than earlier in the coronavirus lockdown. The survey found that the most popular reason for using a car was food shopping, followed by buying medical supplies and pharmacy visits. “There is now mounting evidence that people are venturing back out in their vehicles for more essential, as well as arguably non-essential, journeys,” said Nicholas Lyles, RAC head of road policy, in a statement.

“This perhaps is being driven by lockdown fatigue and boredom while the sunny spring weather might also be enticing drivers back into their vehicles. Additionally, some who are indoors might have chosen to carry out home maintenance and DIY, so have taken an opportunity to visit DIY stores that are now open.” What forecourts should expect next The government’s 11 May lockdown announcement included encouragement for those unable to work from home, such as those employed in manufacturing, to return to work. “We expect the number of motorists on the roads will continue to grow, especially as people have been advised to avoid public transport,” Kevin Eastwood, executive

director at the British Oil Security Syndicate (BOSS), told Retail Express. His thoughts were echoed by Gordon Balmer, commercial manager at the Petrol Retailers Association, who agreed the number of motorists was likely to continue to increase following Johnson’s announcement. Eastwood noted that security was one area where retailers should start to take extra caution. “With increasing activity, drive-off and no-means-of-payment incidents are likely to increase,” he explained. “I’d encourage forecourt operators to be even more vigilant and before activating the pumps, try and take a moment to see that nothing looks suspicious. However, if something does look unusual, then use your tannoy to either challenge motorists or

Free hot drinks offered to Sainsbury’s reopens emergency service workers closed forecourts FUEL supplier Certas Energy is offering free hot drinks to NHS and emergency service workers using its petrol stations across the country. The offer is available at all forecourts operated by Certas Energy, and there is no obligation for those redeeming the offer to make an additional purchase. To receive the hot drinks, workers need to present either their work ID or Blue Light card. “Our NHS and emergency services are working heroically to save lives during this

challenging period,” said Richard Billington, retail director at Certas Energy. “As a small way of saying ‘thank you’, we’re pleased to be offering free hot drinks to all blue light workers. “On-the-go access to food and drink is vital to keeping the nation moving, and we’re proud to keep our doors open at all Certas Energy-operated forecourts across the country.” Certas Energy’s website lists the free hot drinks being available at 27 forecourts in the UK.

SAINSBURY’S has reopened its petrol �illing station stores more than a month after closing a number down due to the coronavirus. When asked why Sainsbury’s had closed its petrol �illing stations when many others had stayed open, a spokesperson told Retail Express: “We wanted to make sure measures were in place to keep our customers and colleagues safe.” The reopening of the closed petrol �illing stations has been done with a phased ap-

proach, and �inished on 8 May. “More than 100 of our Petrol Filling Station stores opened on 1 May, having had Perspex Safety Screens installed,” said the spokesperson. Other safety measures in place at the �illing stations include queuing systems and �loor markings to ensure customers and colleagues can adhere to social distancing, as well as gloves for customers and colleagues to use at the pumps, according to the spokesperson.

Kevin Eastwood, executive director at BOSS request payment in advance.” “Make sure that your staff have had the necessary training and fully understand what to do when faced with a potential forecourt crime incident.” Meanwhile, Balmer highlighted that the increasing number of drivers would likely lead to more queu-

ing at forecourts. He suggests that queue-management systems, restricting the number of people in the shop at one time, screens for staff and customers, hand protection at the pumps and only accepting card payments were among the ways forecourts could keep staff and customers safe.

Investment to accelerate adoption of EVs HITACHI is teaming up with Gridserve to help deliver the new network of solarpowered electric forecourts to the UK. According to a statement from the Japanese conglomerate, the partnership will see Hitachi bring its “�inancial strength and motor industry expertise” to Gridserve’s work to create the infrastructure to accelerate the adoption of electric vehicles. The renewable energy company will build hybrid solar farms as well as the network of more

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

than 100 electric forecourts. “The response to the current pandemic has highlighted the impact of carbon emissions on the environment,” said Robert Gordon, CEO of Hitachi Capital UK. “We now have a real opportunity, through �lagship programmes like this, to create the infrastructure needed to fast-track electric vehicle adoption across the UK and meet the government’s ambition to be carbon neutral by 2050. Creating a greener, cleaner society.”

RETAILER ADVICE FROM THE FORECOURT

Find your main attraction DARYL WORTHINGTON “THE most important thing is bringing people to the stores,” says Paul Delves, from Tuffins, owner of several supermarkets and forecourts in Wales and Shropshire. This prioritising of footfall is seen throughout the Tuffins Nisa Locals, which have a number of innovative ideas to drive new customers through their doors. “We’ve rented space for a Greggs at our Craven Arms store,” Paul continues. “We’re not concerned about it taking away business – of course

there’s a chance that some customers will buy something from the Greggs rather than from us, but ultimately it brings more people in, and they fill up their car with us.” Paul has been involved in retail since he was a teenager, working in the family’s first forecourt. “Tuffins all started with one 3,000sq ft forecourt in 1970,” he reveals. “It grew to 10 sites before we sold to Coop in 2012. In 2013, we bought one back and it’s gradually built up again from there.” The most recent addition is the Welshpool site in Powys. The

3,000sq ft convenience store and forecourt boasts 12 petrol pumps, one HGV pump and two jet wash bays. “We built it from scratch and really focused on sustainability and energy efficiency, it’s got a number of great energy-saving features such as rainwater harvesting, low-energy lighting and solar panels on the roof,” he says. The Welshpool store is a main route shop, just a few miles away from the nearby market town. “It’s very much a food-togo focus,” says Paul. “There are two coffee machines, an orange

juicer, hot pies and pasties, and a big sandwich chiller. But we also have a full range of groceries including locally-sourced milk, cheeses, bread, meat, and beers, wines and spirits.”

Local causes

Responding to Covid-19

Dairy needs

League One football fans might have noticed the Tuffins name on the shirts of Shrewsbury Town FC. “We don’t just sponsor the big-league team, though – we’re involved with kids’ teams and things like that. It’s beneficial for building the profile of the store. We’ve done things like a bespoke Shrewsbury FC bag, and competitions through Facebook that are really popular,” says Paul. This connection to local businesses isn’t limited to the football team. “We work with a lot of local suppliers,” says Paul. This has provided more than just a point of difference with the supermarkets or a reduction in food miles in the stores’ supply chain. “We’ve managed to keep good availability in store through the crisis and a lot of that is the local suppliers we use, who have coped really well. We wouldn’t have got through this without them. We’ve all really pulled together.”

“We’ve taken a view that it’s a cost we have to bear,” says Paul, when discussing the free delivery service they’ve set up in their stores for vulnerable people. “Ultimately, the Covid-19 crisis is bringing extra people into our shops, which offsets the cost of the delivery service.” They were quick to set up home delivery and click & collect at the 28,000sq ft Craven Arms store and forecourt in Shropshire, and the importance of it can be seen in the number of deliveries they’ve already made – more than 3,000. “We’ve teamed up with Appy Shop so there’s that option – however, we’ve actually found that most shoppers are ordering through emails or over the phone. It’s a free service covering a 10-mile area of the store,” he says. “We have 10 people working on deliveries in total, including two manning the phones along with staff picking the shop and drivers going out and making the deliveries.”

In April, Tuffins Welshpool launched a self-serve milk dispenser installed just outside the store’s entrance. The machine has milk supplied by a local farmer, and lets customers fill up their own bottles. “We sell 1l glass bottles for £1.20, and customers can get a refill for £1.30. A pound of that goes to the farmer, who also installed the machine. It’s great for them, as they get a really prime location to sell the milk. Payment is all done by credit or debit card, with a contactless system,” Paul explains. According to Paul, it’s also clear that the machine has succeeded in bringing new customers to the forecourt. “It hasn’t affected our milk sales in the shop,” he reveals, “This shows that it’s bringing us in new business, which is key. Customers love it, saying it reminds them of when they were younger. It’s gone so well that we’re already looking to get a machine installed at the Craven Arms shop.”

RETAILER ADVICE TRENDS

19 MAY-1 JUNE 2020 betterRetailing.com

WHAT’S THE NEW NORMAL? Shopper trends are changing and forecourts need to respond. The RETAIL EXPRESS team look at how coronavirus is affecting the sector

WHAT’S NEW? THE coronavirus, lockdown and subsequent upheaval are placing enormous pressures on retailers of all kinds, and independent forecourts have been among the most dramatically affected. Fuel sales have fluctuated massively, with many pushed to close temporarily. Similarly, the surge in grocery shopping as panic buying took hold has hit forecourts, while safety concerns have often resulted in heavy falls in sales of food and drinks to go, with many forecourts even going as far as completely closing their hot food-to-go sections and concessions. The situation is constantly changing. Just before this is-

sue went to print, Boris Johnson announced changes to lockdown that included encouraging those who couldn’t work from home to go back to work.

PETROL PRICES The full impact this will have is unclear, but it seems the trend from recent RAC data of more people taking to the roads is likely to continue.

COINCIDING with the crisis has been plummeting oil prices. The result? RAC reported at the start of this month that the cost of refueling a car was at the lowest level it had been in four years. As of 6 May, RAC Fuel Watch Data had the average price of diesel at 114.26ppl, unleaded at 108.74ppl, super unleaded 123.97ppl and LPG at 62.01ppl. What’s more, diesel, unleaded and super unleaded were all forecast to “very likely come down”. These figures only tell part of the story, with many independent forecourts going much lower. For instance, in late April, one independent was charging 99.9ppl for regular unleaded,

and 107.9ppl for diesel. With the government encouraging people to drive if they need to go to work, it makes sense to keep your pric-

es as low as possible to stay competitive, especially with forecourts reporting to Retail Express that the margins on fuel remain strong.

RETAILER

VIEW

Patrick Sewell, Sewell on the Go, Hull, East Yorkshire “WE did a lot of Brexit contingency planning, which proved really useful. Things like managing our cash. We’ve got 13 forecourts, all 24 hours, and we were selling roughly three-quarters of normal fuel volume. “Seeing some other opportunities, we’re selling a large amount each week of plants and compost. “We’ve launched an initiative called ‘Have it on us’. Our customers were offering to pay for paramedics’ fuel and coffee, so we’ve mimicked it. It’s a card that cashiers can use and pay for things like their coffee or up to £30-worth of fuel. We’ve set a limit per store on how much they can use it, but it’s been successful so far.”

RETAILER ADVICE TRENDS

AROUND YOUR FORECOURT ADJUSTING your forecourt to Covid-19 isn’t just about getting your fuel price right. Customer and staff safety are of vital importance – do shoppers feel they can use your forecourt safely? This starts at the pump, and inspiration can come from what the multiples are doing. Sainsbury’s, for instance, supplies gloves for employees and customers to use. Meanwhile, GripHero offers a hand protection dispenser that ensures the first thing the user comes into contact with is the protection itself, rather than another surface, reducing the risk of infection. Payment is another area

where you can take steps to make your forecourt safe. Welsh retailer Paul Delves is encouraging shoppers to pay with contactless in his

19 MAY-1 JUNE 2020 betterRetailing.com

NEW SHOPPER TRENDS forecourts. Other options include allowing people to pay through the hatch, so they don’t need to enter the shop unnecessarily.

EVEN if your shop is only a small part of your forecourt, it might be worth re-evaluating what you stock to make sure you’re meeting changing community needs. For instance, Matt Stanton, head of category and insight at DCS Group, notes that in the first three weeks of lockdown, there were “huge increases in sales across the majority of non-food categories”, including a 105% jump in bleach sales. You might not have considered stocking household, but now could be the time to do so to attract new shoppers. “Many of the over-performing categories are driven by general top-up demand, as

opposed to specific Covid-19 needs such as hand wash, as more customers turn to local convenience stores rather than visiting supermarkets and dis-

counters,” Stanton continues. In particular, toiletries such as shampoo, conditioner, deodorant and shaving items all saw significant growth.

SUPPLIER

VIEW

Mike Fitton, franchise business manager, Southern Co-op

“RETAILERS across the UK experienced initial panic buying, which led to a shortage of products in stores as the distribution network struggled to keep pace. By working alongside our main availability team, we were able to keep the product rolling through the depots and delivered to stores. “Where there were shortages, we worked with franchisees to source products from elsewhere. An example of this was stock for a new store one of our franchisees opened during the outbreak. He was able to move product around from his existing franchise stores and purchase additional stock from elsewhere, including some fantastic local producers, to make sure the shelves were stocked and ready for opening.”

top tips

Keep fuel price low. The oil price crash is keeping prices down, while the multiples constantly lowering their prices will change shopper expectations.

FILLING IN GAPS “OUR forecourts have seen a lift in shop sales, which although still not making up for the loss in fuel, is still positive,” says Guy Warner, from Warner’s Budgens in the Cotswolds. “Shop sales are up 40% and we’re ranging things

now that we would never have dreamed of before.” Responding to a surge in customers coming to your forecourt is vital. Many, for instance, are looking to fill in the gaps left by other businesses closing down. This ranges from

offering gardening products, to party goods, toys and games. Elsewhere, the closure of manned car washes could make it a good time to make your car-care products more prominent or give them a push through social media.

Meanwhile, the wider convenience sector has been moving towards click & collect and home deliveries. This is another area where you can set your business out as being able to meet wider community needs.

Make safety the priority. Make sure you’re stocked up on protective equipment, from gloves at the pump to screens at the till, and keep staff and customers safe. Experiment. With other businesses closing down, it’s a perfect time to experiment with some new products. Look local. Working with local suppliers can be a great way of securing your supply of essential items.

SUPPLIER ADVICE

FRESHEN UP YOUR RANGE RETAIL EXPRESS joins Claire Wynne from MINI BABYBEL to help Derbyshire retailer and competition winner Jey Sivapalan revamp his chilled and dairy display IN January, Mini Babybel ran a giveaway in Retail Express, which resulted in four runners-up receiving a mini fridge, and a winner – Jey Sivapalan, of 1 Stop Convenience (Go Local), Derby – benefiting from a complete store makeover, plus a month’s worth of stock. We joined Claire Wynne from Mini Babybel to share category advice on merchandising chilled and dairy effectively to meet shopper missions.

THE WINNERS Winner Runners-up HAMID’S ECONOMIC FOOD STORE, DENNYLOANHEAD, FALKIRK

PREMIER – ROSLIN CONVENIENCE STORE, ROSLIN, MIDLOTHIAN

1 STOP CONVENIENCE STORE – GO LOCAL, DERBY WM NEWS & FOOD, AYLESBURY, BUCKINGHAMSHIRE

Nielsen Data Market Report w/e 30.11.19

NEWS FOOD & WINE, WINDSOR, BERKSHIRE

19 MAY-1 JUNE 2020 betterRetailing.com

In partnership with

Promotional feature

BEFORE

THE OPPORTUNITY

100%

The consumer awareness of Mini Babybel, appealing to multiple demographics

FOCUS ON

JEY SIVAPALAN 1 Stop Convenience Store (Go Local), Derby “FRESH and chilled products are always in high demand, so it’s important that I have good availability. Milk and dairy are bestsellers, but we’re not sure how to capitalise on trends like healthier snacking or food to go. I’m happy we won the Mini Babybel shop makeover, and I’m looking forward to working with them to grow sales in the category.”

EXPERT ADVICE

25% and convenience

total market share of i The Mini Babybel in grocery

BEFORE

MINI BABYBEL’S TIPS FOR YOUR STORE

1 2 3

Cater to increasing consumer demand for healthier snacks by offering portion-controlled, high-protein options. Maximise sales opportunities by introducing a secondary siting next to crisps, lunchtime snacks or sandwiches.

Capitalise on seasonal opportunities – like summer snacking and back to school – to attract customers to the chiller.

ACTION PLAN 1

Driving impulse: We placed a mini fridge by the crisps close to the till to capture shoppers’ attention and to ensure we were maximising impulse sales.

Focus on snacking: We grouped together snacking products – such as Mini Babybel – creating a flow to make it easier to shop the fixture.

Maximise PoS: We added PoS across the fixture to help top-selling lines stand out and encourage shoppers to try something new.

CLAIRE WYNNE

Channel manager, Mini Babybel “CONSUMERS are looking for convenient, healthier snacks while on the go, particularly products that are high in protein or portion controlled. It is vital retailers adapt to this to maximise their sales. Jey offers a wide chilled and dairy range, but we’ll add market-leading lines such as Mini Babybel to meet his customers’ needs, and make sure these are positioned in the right places.”

GET INVOLVED

WHAT HAPPENS NEXT? Over a five-week trial period, Jey Sivapalan followed Claire’s expert advice. We tracked the sales data at the store to see what changed.

Keep a look out for Retail Express on

2 JUNE For more advice and tips, and to see more of Jey’s store, go to betterRetailing.com/freshen-up-your-range

CATEGORY ADVICE SUGAR CONFECTIONERY

SWEET SENSATIONS For decades, summer has had an annual increase in sales of sugar confectionery, and nothing suggests that 2020 will be different. TOM GOCKELEN-KOZLOWSKI reveals how you can capitalise on the demand

THE KEY TRENDS THERE was a time when the trends in sugar confectionery would revolve around one thing: launching different flavours. Evolving customer demands and product innovation means this is now only one part of the story. Mondelez International is one company that has focused on offering healthier choices within its confectionery range, for example. “Last year, we developed the Maynards Bassetts Wine Gums recipe to offer a new 30% Less Sugar variety,” says Susan Nash, the com-

pany’s trade communications manager. Wine Gums – like the rest of the brand’s core range – are made with natural colours, another must for many healthconscious customers. Healthier choices are shaping sugar confectionery in a number of different ways in 2020. The trend crops up again with Swizzels’ move to make as much of its core range suitable for vegetarians and vegans as possible. Packs are now clearly marked to highlight the recipe change. But not every trend is linked

to health or similar consumer concerns. There is still a place for flavours and treats when it comes to product launches. Mars Wrigley has been developing its key sugar confectionery brands to provide consumers with new “taste sensations”. Victoria Gell, fruity confections portfolio director at Mars Wrigley, says: “Innovations such as Skittles Chewies are landing well with new shoppers, but also exciting existing shoppers, encouraging them to return to the category.”

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MAXIMISE YOUR SUMMER RANGE WITH the market developing in so many ways, working out how to develop your range for the summer – particularly this summer – is going to be a challenge. Some reliable elements will still be central to success, such as having the right formats available. “Sharing bags of confectionery are an important part of a retailer’s range,” says

Mondelez’s Susan Nash. The company has launched its latest product, Superfruit Jellies, in a 130g sharing format. Swizzels also has a sharing format for its Drumstick and Refreshers-branded Squashies product. Squashies come with a £1 price-marked pack (PMP) – a figure that retailers consistently tell Retail Express

is vital for sharing bags. It isn’t all about sharing bags, however, and Swizzels has also focused its offer on single-portion purchases. “For those customers seeking a single-portion sweet treat for on-the-go consumption, the range is also available in 45g bags with a price-marked three-for-£1 multi-buy across

the range,” says Mark Walker, sales director at Swizzels. Whatever the format, brands regard the PMP as a key element to summer sales. This is likely to remain true this summer. With social distancing continuing, PMP sharing bags in prominent locations could be a great way to meet summer shoppers’ needs.

Available in

£1 PMP

Launches & promotions Skittles Giants Three times the size of normal Skittles, this brand extension is available in formats from 45g to 170g. Drumstick Choos Also available under the Refreshers brand, Choos come in a £1 PMP sharing format. Each pack contains five flavours. Maynards Bassetts Superfruit Jellies The latest addition to the Soft Jellies range comes in 130g sharing bags. Four flavours include papaya, pomegranate, blueberry and cranberry. Mars Wrigley Sweetstake Running across Starburst, Skittles and Extra, as well as Mars Wrigley’s chocolate brands, Sweetstake is giving consumers the chance to win £20,000. Win the Captain Mondelez’s Win the Captain promotion is running across its Maynards Bassetts and Cadbury brands until July. It gives shoppers the chance to win a day with an international football captain. Swizzels Great British Puds Chew Bars Swizzels Puds Chew Bars are available in 135g bags, RRP £1, which contain Apple Pie & Custard, Lemon Meringue, Sticky Toffee Pudding and Rhubarb Crumble flavours. Vimto Juicy Mixups Available from 19 Hancocks cash and carries around the country, Vimto Juicy Mixups are available in 140g bags, RRP £1.

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CATEGORY ADVICE SUGAR CONFECTIONERY

BOOST OVERALL BASKET SPEND WELL-PLANNED and executed merchandising can increase sales across the category. Mondelez advises stores allocate space on shelves according to sales, ensure new products are in stock ahead of media campaigns and create “impactful” displays. “Confectionery is one of the biggest food and drink categories in convenience and the category is the most impulsive, so availability and ranging is

important,” says Mondelez’s Susan Nash. Consider offering more expensive snacking options to trade your shoppers up, such as protein bars. “Protein bars are traditionally impulse purchases, intended for immediate, on-thego consumption,” says Mike Simons, head of category at Grenade. “By making the customer journey as seamless as possible, the impulse purchaser will be sure to grab a healthier snack

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SUPPLIER

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alternative, as opposed to traditional sugar confectionery.” By reflecting shopper trends while maintaining focus on a core range of popular bestsellers, retailers should see a resilience from sugar confectionery, whatever lies ahead in the coming months. Get your range right and customers will be reaching out a hand for old familiar treats or new products during the unforgettable summer ahead.

Victoria Gell, fruity confections portfolio director, Mars Wrigley “OVER the past 12 months, Mars Wrigley’s fruity confectionery sales have grown by 20.5%. For us, the category’s success is driven by innovation, while volumes are still driven by its bestselling core range. “Innovation remains a key sales driver in the confectionery category – yet, where previously innovation focused on introducing new flavour varieties, Mars Wrigley is now differentiating flavour profiles, textures and formats to bring completely new taste sensations to market. “Consumers are seeking new taste experiences and continue to expect their favourite confectionery brands to innovate and offer something new.”

top tips

Get the right price. The £1 price point is essential for driving sales of confectionery sharing bags, so make sure you are communicating good value. Stock bestsellers at eye level. Drumstick Squashies bags, Haribo Tangfastics, Haribo Starmix and Maynards Bassetts Wine Gums are among the most popular products in the category. Make sure they are displayed clearly. Back the latest promotions. Promotions like Mars Wrigley’s ‘Sweetstake’ and Mondelez’s ‘Win the Captain’ can help you drive sales. Use PoS to highlight promotions and new products where available. Cater for changing diets. Demand for low-sugar and different dietary needs can result in lost sales if these are not reflected in your sugar confectionery range.

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Jason Birks, Premier Moscis Convenience Store, Peterlee, County Durham “CONFECTIONERY sales haven’t been too affected by the lockdown because although people are being asked only to make essential purchases, they will still add products like these to their basket as treat. “We currently have a promotion on bags of confectionery, from Booker, which is two £1 bags for £1.50. It’s very hard for new products to get established in the convenience market. There are occasionally products that do well, but then are difficult to source. Mainly people will try a new product but then return to the products that they know. “With so many promotions, our margins are less than 20%, but that is balanced out by sales.”

Cash in on nights in. With shoppers spending more nights in this summer, retailers can drive sales by creating ‘big night in’ deals that include snacks and drinks at a set price.

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CATEGORY ADVICE BAKERY

19 MAY-1 JUNE 2020 betterRetailing.com

BREAD WINNERS Bread is an essential category for retailers serving their community. TAMARA BIRCH reveals how retailers have adapted their bakery ranges to provide for their customers

RISING DEMAND FOR CONVENIENCE FOLLOWING recent government guidelines in the wake of the coronavirus, shoppers are focusing on the essentials. As a result, bread, milk, household and grocery lines have had dramatic growth. Shoppers are relying on convenience stores more than ever, in a bid to avoid long queues and get the staple items they need. To be successful and drive repeat sales, it is vital retailers adapt their range to cope with demand. Availability has been an issue for some retailers, with a number of suppliers prioritising multiples over independents, leaving retailers without stock.

Warburtons came under fire at the end of March for suspending its deliveries to small independent stores, with retailers telling Retail Express deliveries were cancelled with less than 12 hours’ notice. Retailers have combatted this by making partnerships with local bakeries, building long-term relationships, and helping businesses affected by the virus. A recent survey of top independent retailers in UK and Ireland by Retail Express’ publisher, Newtrade Media, revealed that 58.8% of businesses are using new suppliers since the spread of coronavirus began.

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Some suppliers, like St Pierre Groupe, have streamlined their offering to ensure products are available to retailers. Jeremy Gilboy, founder at St Pierre Groupe, says: “We’ve simplified logistics by sending out full pallets and full truck loads where possible to help our customers get their order. “We understand the need to be agile and are regularly adapting to the changing situation by liaising more frequently with our bakeries, haulage companies, warehouses and customers.”

Wrapped bread and other bakery products might be in demand now, but it’s also vital retailers plan how they’ll cope with any decline in demand when the pandemic ends. Ian Handley, from Handley’s Go Local in Northwich, Cheshire, says it’s hard to predict what will happen after the coronavirus, but believes demand will decrease. “I expect footfall will drop after the lockdown is lifted. If the demand declines, we’ll review our range and decrease lines to minimise waste,” he explains.

Avtar Sidhu, St John’s Budgens, Kenilworth, Warwickshire

“PEOPLE haven’t been able to go on holiday and have their children at home, so there’s been a big rise in baking sales. “It didn’t surprise us too much because we had a team meeting at the beginning of the lockdown and tried to identify the big categories that would be affected. Home baking was one that came up then. “I believe that this boost has all been because of the fact people can’t leave the house, and things will go back to something very close to normal afterwards. That said, there could be some residual increase if kids who’ve been baking with their families for the first time decide to keep it up.”

CATEGORY ADVICE BAKERY

ADAPTING TO THE CURRENT CLIMATE

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Dennis Williams, Broadway Convenience Store (Premier), Edinburgh “BAKERY sales have increased, but we’ve got to remember that in the current climate, everyone is experiencing growth. Premier launched a lot of long-life bakery products, with dates lasting up to a month – and I think there’s a place in the market for this, especially now. I think the quality is a lot better than it used to be and shoppers are more likely to pick this up as they’ve got time to actually use the bread, helping to drive sales and create a regular customer. “Some customers are unlikely to pick up bread if it only had a best-before date of three days, so long-life puts retailers at a huge advantage.”

“SINCE the lockdown, consumers are reducing the amount of times a week they shop and restrictions have meant availability has improved,” explains St Pierre Groupe’s Jeremy Gilboy. Now retailers are able to maintain stock levels, tailoring ranges is the priority. To reduce waste and maintain availability, retailers are finding ways to continue to operate their in-store bakeries to provide their customers with fresh stock. Weymouth retailer Dave Hiscutt, from Londis Westham Road, now bakes products

to order. “Customers are worried about loose bakery items, so we started cooking some products to order. For example, we had one customer ask for a French stick, which takes approximately 10 minutes to bake in store,” he explains. Alert your customers about your efforts to maintain availability through social media. This will help you highlight how you are adapting your bakery lines in response to the pandemic. For retailers who are implementing made-to-order bakery products, make sure you are

including timings, how shoppers can order and when they can collect or expect delivery. Loose bakery products, such as croissants and pains au chocolat, are falling out of favour with shoppers. To ease

customers’ worries, Hiscutt and Handley now package their once-loose bakery products. “Croissants and pains au chocolat are now in boxes, and our French bread is packaged, too,” Handley says.

THE RISE IN HOME BAKING BAKERY alternatives are performing extremely well, according to Gilboy. “At the moment, people can’t go out for a meal, so they are finding new ways to help make their home cooking more interesting by introducing quality ingredients, such as brioche,” he explains. Home baking is on the rise as shoppers remain inside, using the time to learn a new skill or occupy their children. Avtar Sidhu, from St John’s Budgens in Kenilworth, Warwickshire, says: “We stock Whitworth fruits and almonds – things that can go into cakes. We stock golden syrup and ready-made icing, which is also flying off the shelves. Cake-making kits are a big thing for us at the moment,” he says. Betty Crocker

and Happy Shopper mixes are also top sellers. Retailers can improve sales and serve their communities by offering baking products, including cake-making kits, to help value-conscious shoppers. Hiscutt says flour has been a bestseller for his stores. “Demand for flour has been incredible, but sourcing has been an issue. Shoppers are baking now more than ever,” he says. Offering something unique to your store can encourage shoppers to return. To help shoppers through lockdown, post recipes they can make using products from your store on social media and have them send you the results to increase engagement within the community.

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Dave Hiscutt, Londis Westham Road, Weymouth, Dorset

“BUYING habits have changed dramatically, with a lot of retailers seeing growth across the board from grocery and wrapped bakery. “Bread sales have grown, but we did have issues maintaining availability. Our goal is to provide the essentials to our customers so they become regulars. “Like all retailers, we’ve had to adapt to the changing times. For example, most of our bakery products were loose on the shelf, but we’ve since packaged them, which puts customers at ease – and we cook to order, too. After the coronavirus, shopping habits will continue to change as they adapt again, but it’s hard to predict what will happen exactly. “Bread will always be an essential category, but it’s about doing what you can to help your customers.”

In store, use signs to highlight meal ideas using bakery items such as a breakfast bagel. Go one step further by creating recipe cards they can take home – don’t forget to include allergens and whether it’s gluten-free or vegan-friendly.

four top tips

Cater to demand Demand for wrapped bakery has increased since the coronavirus. Making partnerships with local bakeries can help retailers cater for the growing demand, as well as support businesses affected by the pandemic. Working with local businesses can also result in a long-term relationship once the pandemic is over. Maximise advertising potential Customers want convenience and are relying on their local convenience store more than ever. Alert your customers when new stock arrives on social media and include any limitations you might still have in place. Don’t forget to include pictures of your range or the delivery arriving. Talk to your network Before installing an in-store bakery, reach out to suppliers and other retailers to find out how they did it. Retailers are likely to have information on who they worked with, costs involved and whether an in-store bakery was worth the investment. They are also likely to have tips that worked for them that might work for you, too. Getting your range right The right range will be dependent on your store’s location and demographic, so knowing your customers is key to achieving this. Work with suppliers to offer a core range, but also talk to your customers about the products they’d like to see in store.

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ADVICE

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‘EVERYONE RECOGNISES TRAFFIC LIGHTS’ The RETAIL EXPRESS team finds out how three retailers are encouraging social distancing in their stores

Staff t-shirts worn in Dee Sedani's store

THE PROBLEM Following government advice, retailers are working to encourage social distancing in their stores. However, as people adjust to the new normal, how can you make sure that shoppers remember and adhere to the guidelines? Three retailers share what they’ve been doing in their shops…

Sophie Towers, Hillingdon Spar, Burnley, Lancashire

“MY customers were taking advantage when one of my staff members was not manning the door to monitor the queuing system, and even when they were in the store, people were not adhering to social distancing. We had an idea of creating a traf�ic-light system for outside the door. “We bought a green and red disco light, and then bought the signage ourselves. The staff member sitting behind the counter presses a button to change the light from red to green when a customer exits the store to allow another customer in. It cost us £300, but could de�initely be done for less. We just used what was available to us at the time. “It’s worth it when you compare how much we were paying a member of staff to stand at the door. Now, they can work around the store. We have seen really good results, and it just takes one of us to ensure people are queuing correctly.”

Dee Sedani, One Stop Etwall, Derbyshire

“WE have a Staff Safe system in our store, which has four buttons, each playing out a message through the store’s hi-�i system. The messages are on things like discouraging anti-social behaviour, or calling the manager to the till. The person on the checkout can press the buttons to play the messages. When lockdown started, we switched one of the messages to a social distancing one, reminding shoppers of things like taking a step back from the till. “We also have visuals like stickers and signs throughout the store, and all our staff wear social distancing t-shirts. However, we �ind the audio message is a lot harder for people to ignore. “Changing the message on the system was relatively straightforward, it was a matter of changing an SD card. Staff Safe were immensely helpful with it, and guided us very clearly through the process.”

Amit Puntambekar, Ash’s Shop Fenstanton, Cambridgeshire

“WE’VE taken a number of preventative measures in the past few weeks to encourage social distancing, and generally things have got better than they were three or four weeks ago. “Now, when we’re �illing shelves from a delivery, we’ll barricade off the whole aisle from customers, so our staff can work safely. We’ve also put a four-customer cap on the store. That includes groups – if two people come together, they still count as two individuals. “I was joking around with a customer about how we could control the number of people in the shop, and they said traf�ic lights. There are a number of companies offering these traf�iclight systems now, but I’d recommend using a local electrician – that’s what we did, and it was cheaper. We’re operating it manually from the till. It’s been brilliant – traf�ic lights are something everyone recognises and understands.”

Facing a challenge? We’ve teamed up with the betterRetailing.com Support Hub and the IAA to provide a helpline for the answers you need. Call 020 7689 0500, email iaa@newtrade.co.uk or visit betterRetailing.com/coronavirus