Retail Express - 22 February 2022 by BetterRetailing

TANGO ICE BLASTED • Stores slam slush supplier after losing hundreds of pounds in sales due to broken machines and late repairs • Frozen Brothers refuses to address retailer concerns about its service 22 FEBRUARY-7 MARCH 2022 STRICTLY FOR TRADE USERS ONLY

STUBBING OUT ILLICIT

AGE-RELATED SALES

CUSTOMER SERVICE

How illicit sellers are flocking to social media site Instagram to sell illegal goods

Online delivery firms accused of lagging behind with ID checks for alcohol

Experienced retailers share their advice on how to deal with difficult customers

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ENERGY CRISIS

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Five ways to cut your electricity bills as prices go through the roof 2022 22 FEBRUARY-7 MARCH g.com betterRetailin

ICE CATEGORY ADV ENERGY SAVING

FIVE WAYS TO CUT ENERGY

22 FEBRUARY-7 MARCH 2022 STRICTLY FOR TRADE USERS ONLY

are affecting every Rising energy pricesTAMARA BIRCH explores convenience store.can cut costs right now five ways retailers

SUPPLIER

USAGE 01 MONITOR YOUR suppliers Many energy monthly meter readto install a smart your en- to provide your time to focus will be able reaching ACCURATELY knowing meter, so it’s worth process. to be ings, freeing ergy usage is essential – and your efforts elsewhere. them on their costs also give out to able to cut energy A smart meter will ideal, costbreakdown a smart meter is an this. you a complete daily energy usage, effective way of achieving Day-Today of your you determine what’s Ferhan Ashiq, of , East helping then Ashiqs in Prestonpans help- spent in a day. This will this, action of done plan has a create Lothian, when he help to costs. ing him to cut costs a smart me- to reduce campaign needed to. Having Government in business says on its ter can benefit your Smart Energy GB that for small busimany ways. means website First, a smart meter installation for a smart bills as nesses, should take approxihaving more accurate gas directly to meter two hours, one for it sends readings supplier. mately your gas and electric one for electric. won’t need and It also means you

TANGO ICE BLASTED • Stores slam slush supplier after losing hundreds of pounds in sales due to broken machines and late repairs

• Frozen Brothers refuses to address retailer concerns about its service P3

STUBBING OUT ILLICIT

AGE-RELATED SALES

CUSTOMER SERVICE

How illicit sellers are flocking to social media site Instagram to sell illegal goods

Online delivery firms accused of lagging behind with ID checks for alcohol

Experienced retailers share their advice on how to deal with difficult customers

BACK PAGE

VIEW

the applicaRetailers can start smarttion process by visiting artenergygb.o rg/about-sm. meters/small-businesses

Gary Thacker, sales director, Fri-Jado UK

business for several crucial in a retail “ENERGY saving is right thing to do foremost, it’s the lowering your reasons. First and tal perspective. By to do their bit for from an environmen a retailer is helping planet. Businesscarbon footprint, the and the future of t to sustainthe environment e their commitmen are, ultimately, es that can demonstrat green credentials ability through their consumer in today’s day and age. an investment in front of mind for the without saying, that in operaSecondly, it goes savings will drive increasing energy-efficient solutions long run – ultimately tional costs in the t.” margins and profi

P15

our say

Megan Humphrey, editor

We are your industry helpline IN the past, as a trade title, we have been able to help retailers with difficult situations, or push to get wrongdoings corrected. I look upon Retail Express as your industry helpline. If you are having a problem, give us a call and we will always try to do our utmost to advise and support. We’ve got some wins under our belt. Last year, we were able to get thousands of pounds in compensation returned to stores that had fallen victim to a technical glitch in software used to count parcels by myHermes. As well as that, we played a part in getting funding unlocked by the government to help you invest in security measures to protect yourself against incidents of crime. Our continued work, in conjunction with our ‘Stubbing Out Illicit’ campaign, has helped GIVE US A CALL take illegal goods off the streets and put more cash in your tills, AND WE WILL DO all while doing our best to raise OUR UTMOST national awareness of how this issue continues to affect conveniTO ADVISE AND ence store owners. SUPPORT More often than not, there aren’t many people fighting your corner, and a lot of the time you can get pushed to the side, especially if supermarkets are involved. Last week, a retailer told me they didn’t know who else to turn to but Retail Express when needing help. It’s encouraging to know our message is being heard, and that we are a trusted source of support. Please bear this in mind as you continue to go through these challenging times, especially with the ongoing energy crisis. And, if you need help with anything, you can contact any one of the team using their details below. @retailexpress betterRetailing.com facebook.com/betterRetailing Editor Megan Humphrey @MeganHumphrey_ 020 7689 3357

Editor – news Jack Courtez @JackCourtez 020 7689 3371

Features writer Jasper Hart 020 7689 3384 @JasperAHHart

News reporter Suhara Pavithri Jayasena @suharajourno Deputy insight & advertorial editor Tamara Birch @TamaraBirchNT 020 7689 3361

Features editor Charles Whitting @CharlieWhittin1 020 7689 3350 Senior features writer Priyanka Jethwa @PriyankaJethwa_ 020 7689 3355

Senior news reporter Alex Yau @AlexYau_ 020 7689 3358

Designer Jody Cooke tim.murray@newtrade.co.uk 020 7689 3380 Magazines reporter Tim Murray Production editor Ryan Cooper 020 7689 3354

Production coordinator Chris Gardner 020 7689 3368

Sub editor Jim Findlay 020 7689 3373

Head of marketing Kate Daw 020 7689 3363

Sub editor Robin Jarossi

Senior account director Charlotte Jesson 020 7689 3389

Head of design Anne-Claire Pickard 020 7689 3391

Head of commercial Natalie Reeve 020 7689 3372

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The five biggest stories this fortnight

Instagram being used by illicit tobacco sellers ALEX YAU

RETAIL Express has uncovered a number of Instagram accounts selling illicit tobacco across the UK. A one-hour search of the social media site found 12 pro�iles advertising illegal tobacco. One pro�ile had more than 600 followers, while another had posts dating back to 2016. There were

Self-isolation ending

INDEPENDENT retailers have rejected the government’s latest move to end all Covid-19 measures, including self-isolation, by the end of the month. Hetal Patel, of HRDV News in Maidenhead, Berkshire, is one of many retailers who will continue with social distancFor the full story, go to betterRetailing.com and search ‘self-isolation’

Editor in chief Louise Banham @LouiseBanham

nearly 3,500 posts shared between the 12 accounts. Of the prices advertised, one account was selling 5x50g Amber Leaf for £14 with free delivery, claiming it was £7.25 cheaper than Asda. In response, JTI’s �iscal & regulatory affairs manager, Ian Howell, said it had ramped up support in tackling illicit sellers online, us-

ing measures to keep staff and customers safe. “There isn’t much you can do about customers, but we will be making sure that all staff continue to take PCR tests regularly and advising staff to self-isolate if needed,” he said.

ing a specialised team to monitor and report offenders to the law. “In the UK, more than 6,100 posts – mostly from Facebook – were identi�ied and taken down between August 2019 and December 2021, showing the scale of the problem,” he said. PMI was also taking similar steps. The analysis follows a

similar Retail Express investigation in 2019 on Facebook, which is Instagram’s parent company. Within one hour, 100 active illicit sellers were found using the platform. Liverpool Council’s Public Protection Unit’s Mark Wainwright had previously urged tobacco �irms to do more in tackling online sellers on social media. For the full story, go to betterRetailing.com and search ‘tobacco’

Lottery Licence bid

THE Gambling Commission (GC) has rejected claims by The Telegraph that Camelot has been named as the ‘preferred candidate’ for the next National Lottery Licence. The newspaper said that Camelot was the top-performing candidate on the For the full story, go to betterRetailing.com and search ‘National Lottery’

GC’s ‘scorecard’. However, in response, a spokesperson for the GC was quoted saying: “We are still in the process of evaluation and today’s Daily Telegraph piece is simply based on false and inaccurate information.”

Business delivery manager Ifzal Afzal 020 7689 3382 Account manager Marie Dickens 020 7689 3366 Management accountant Abigayle Sylvane 020 7689 3383 Managing director Parin Gohil 020 7689 3388 Head of digital Luthfa Begum 07909 254 949

42,281 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.

Booker dark hub

BOOKER is set to convert its Makro site in Stoke into a delivered ‘dark hub’, sources have claimed. According to the sources, the site will act as a major distribution hub for Premier stores across the UK. They hinted further sites could be For the full story, go to betterRetailing.com and search ‘Booker’

converted into dark hubs, depending on the success of the Stoke branch. Booker is understood to have invested in a new delivery �leet for the dark hub. Retailers who had previously used the Makro site were redirected to the wholesaler’s main depot nearby.

PO online tool

THE Post Of�ice has developed a new online branch performance tool, designed to help support postmasters with their volume and remuneration by using their own speci�ic sales data. More than 700 postmasters have been involved in pilots For the full story, go to betterRetailing.com and search ‘Post Office’

using the technology and the tool will be rolled out nationwide over the next few weeks. The tool was developed in direct response to feedback from postmasters who asked for more up-to-date sales and remuneration data, available in one easy-to-use place.

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22 FEBRUARY-7 MARCH 2022 betterRetailing.com

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

Retailers hit back at slush firm over ‘atrocious’ service MEGAN HUMPHREY INDEPENDENT retailers have claimed slush operator Frozen Brothers left them with broken machines for “months on end” after engineers repeatedly failed to turn up. The �irm is responsible for supplying Tango Ice Blast and Coca-Cola Frozen to convenience. However, several retailers branded the customer service “atrocious” last week after experiencing multiple breakdowns. Jimmy Patel, owner of Jimmy’s Store in Northampton, told Retail Express his Tango Ice Blast machine had been out of order for two months. “It keeps leaking gas,” he said. “They came out three times in December to repair it, but when they left, the same issue kept happening. I had to leave it switched off, which cost me hundreds of pounds in sales, and only now has somebody �inally come out.” Patel also experienced multiple challenges in actually reporting the issue to the �irm, claiming to be kept on hold “for hours” over the phone. “It’s really dif�icult to get hold of anybody,” he said. “I was kept on hold for hours one day, and this wasn’t my �irst time trying. At the time I was also told the report I made online hadn’t gone through as the tool wasn’t working, but this wasn’t

made clear anywhere on the website.” As a result of the ongoing issues, Patel said he is considering not renewing his contract with the �irm. “This isn’t a one-off problem,” he said. “I’ve had my machine for two years and it’s forever breaking down. At the moment, I’d be very wary about re-signing. I’m not prepared to stay with a supplier that won’t support retailers.” Stores also expressed growing concern about how they will cope if the breakdowns continue into the peak trading season. One retailer, who wished to remain anonymous and who has been without a machine for a month, told Retail Express: “If these issues are causing so much disruption now, what’s going to happen during the summer? I’ve lost money in the past few weeks, but I can’t afford for my machine to be out of use when it gets hotter. I’ll be hit even further.” Sandeep Bains, owner of Welcome Faversham in Kent, said his appointment to �ix his two machines was pushed back multiple times this month, costing him £600. “They just kept messing me about,” he said. “I �irst got a date for a �ix about four weeks ago, but it’s been delayed because they don’t have a part. They can’t tell me when it will be delivered so they can’t

express yourself “I TRY to get there early in the morning, if possible, because it’s just chaos sometimes, although January was nice and quiet. I do my shop in order of sequencing – snacks, cereals, soft drinks, pet food, groceries, and then beers, wine and spirits. I have a printed list that I go through and I know where the products are so it doesn’t waste time, but I leave beers and wines until the very end because they’re heavy.” Sarj Patel, Pasture Lane Stores, Nottinghamshire

GOOD WEEK TOY-VENDING MACHINES: Planet Games is on the hunt for local stores to host units that generate commission and footfall at no added cost to the retailer. The machine requires a shopper to insert £1 and turn a dial to receive a toy. More than 300 convenience stores in the UK already have. For the full story, go to betterRetailing.com and search ‘Planet Games’ BOOKER: The wholesaler is set to unveil a food-to-go concept to its stores based on a similar service started by one of its Premier retailers. It said it would be highlighting ‘Refresh @ Premier’ among its range of food-to-go products during its trade shows next month. For the full story, go to betterRetailing.com and search ‘Booker’

BAD WEEK

Incidents of machine breakdowns

come out.” This isn’t the �irst time retailers have criticised Frozen Brothers. Last year, more than a dozen retailers complained they had been left “high and dry” with unful�illed orders”, after making upfront payments for the machines. One retailer said a replacement machine arrived with no prearranged discussion, and broke down “moments after delivery”. At the time, Frozen Brothers refused to address the issues raised about the

the column where you can make your voice heard

level of customer service they were displaying. Meten Lakhani, of St Mary’s Supermarket in Southampton, added he is stressed about losing customers as they are growing increasingly frustrated over the breakdown. “People travel long distances to use the CocaCola slush machine in my store as it’s the only one in Southampton,” he said. “I just feel stupid when they keep coming in and asking why it’s still broken – I have no answers to give them.”

Lakhani claimed he was told by the �irm that a large number of engineers left during the pandemic, leaving them stretched and unable to carry out maintenance appointments. When approached for comment, Frozen Brothers’ sales director, Kevin Scoles, told Retail Express: “I’ve got nothing to say, you are clearly creating an issue.” Have you been experiencing similar issues? Call Retail Express on 020 7689 3357

KP SNACKS: The supplier was hit by a cyberattack on 28 January, forcing it to shut down all production and deliveries of its brands, including McCoy’s, Hula Hoops and KP Nuts, as well as a number of supermarket ownlabel products. At the time, store owners reported stocking up on top lines, many of which were showing as out of stock at cash and carries. For the full story, go to betterRetailing.com and search ‘KP Snacks’ WORLDPAY: Retailers are to be hit with increased interchange rates for card transactions in April, due to Brexit. In a letter sent to affected stores, the firm said: “Visa and Mastercard have announced they will no longer treat the UK as part of the European Economic Area for interchange purposes.” For the full story, go to betterRetailing.com and search ‘Worldpay’

How do you make the most of your cash and carry visit?

“WE do a click & collect if we have one big order – like 20 cases of Carling – but for more varied shops, they might not have brought out the exact right products and we’ll want to check the store and see if there are any new products in there. It’s similar to when customers come into our store. You want to show them new lines, and in the cash and carry, we want to find new lines that we can put in the shop.” Shisan Patel, Nisa Jash, Birmingham

“THE whole thing is planned. We know what stock we want to buy for the shop before we go because we don’t want to spend too much time away from the business. We’re 20 minutes away, so you can’t just pop down to the cash and carry every other day. Talk to staff at the depot. If they get to know you, they can accommodate you and what you need. It’s important to have that relationship.” Mike Mitchelson, Mitchelson News, Brampton, Cumbria

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

Mike Mitchelson

NEWS

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

Delivery firms failing to check IDs SUHARA PAVITHRI JAYASENA

HOME delivery firms have been accused of lagging behind with age-verification checks for alcohol purchases. During its Responsible Retailing Forum held in Reading, Berkshire, in February, ACS communications director Chris Noice said analysis made by the trade body found home delivery companies

were still neglecting to check the age of those purchasing alcohol online. “There is still a long way to go with extending ID checks to the delivery drivers,” he stressed. Retailers in attendance raised similar concerns, stressing there was a lack of clarity about whether the responsibility lies with themselves or the delivery drivers. Iain Corby, executive director of Age Verification Provid-

ers Association, who spoke at the event, advised that introducing digital age-verification for delivery drivers is “vital”. “We know delivery drivers are under pressure, they are not trained on identifying proof of age. Digital proof for delivery drivers will massively improve checks during deliveries,” he said. Digital age-verification technology is also now being trialled by the government

in convenience stores in the north-west of England, aimed to identify underage customers attempting to purchase alcohol. Corby added: “Clarity is needed over understanding of the law on who is liable over home delivery checks. Ideally delivery services should be doing online ID checks themselves when orders are made.” Kate Winstanley, director of

Stock up on Players Easy Rolling Tobacco

Community Alcohol Partnerships, agreed with Corby and is advocating for age checks with home delivery. “Busi-

nesses will have to look at their internal controls and consider whether age checks are needed at doors,” she said.

Bestway price increases BESTWAY has increased the price of goods for delivered wholesale, with customers claiming to see a 3% increase in the cost of some products. The firm’s managing director, Dawood Pervez, said: “While certain products have seen a minor increase in price

for delivered customers, the opposite is also true and we have lowered the price for hundreds of products for delivered customers in recent weeks to support our customers and improve their margin.” For the full story, go to betterRetailing.com and search ‘Bestway’

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SNAPPY LOYALTY PROGRAMME

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HOME delivery platform Snappy Shopper is developing loyalty programmes to help partnered stores. In an interview with Retail Express’ sister title, RN, chief executive Mike Callachan said: “We have some consumers who use Snappy Shopper every day, so what we want to think about is ‘how do we reward them, how do we create a loyalty programme that’s rewarding for those customers?’.

There’s a host of features we’re investing in that retailers will benefit from.” For the full story, go to betterRetailing.com and search ‘Snappy Shopper’

JTI personal service

30g RRP**

£12.95 For Tobacco Traders Only. *Based on ITUK RRP as at October 2021. **RRP: For the avoidance of doubt, retailers are free at all times to determine the selling price of their products.

JTI is to offer a “more bespoke, personal service” to retailers through its revamped sales team. New business advisers will be responsible for more dedicated catchment areas, which includes independent retailers. JTI sales vice president Ross Hennessy said: “The transition to business advisers is the biggest change that JTI has made in the past 20 years and has been in planning for over two years to ensure that the move is seamless.”

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

ON SALE 13 APRIL

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COMING UP IN THE APRIL ISSUE OF VAPE RETAILER • Gantries and displays Compare the options to ﬁnd the one that will maximise sales and boost proﬁts for your store

• Help ﬁght illicit vaping products Everything retailers need to know for responsible next-gen nicotine retailing

PLUS All the latest industry and product news, as well as exclusive independent sales data on the next-gen nicotine category

Order your copy from your magazine wholesaler today or contact Michael Sharp on 020 7689 3363 To advertise in Vape Retailer, please contact Natalie Reeve on 020 7689 3372 Follow us on Twitter: @Vape_Retailer

PRODUCTS

22 FEBRUARY-7 MARCH 2022 betterretailing.com

McVitie’s BN returns to shelves PLADIS is bringing biscuit brand BN back to shelves after a four-year hiatus. The biscuits will be available in full-sized and Mini ranges. Full-sized BN packs will come in tower packs of 16 in Chocolate and Vanilla varieties. Mini BN will be available in boxes of �ive graband-go packs of �ive biscuits in Chocolate and Strawberry varieties. Both full-sized and Mini ranges have an RRP of £1 and are available now to convenience retailers and wholesalers.

Pladis said the range is aimed at families and calorie-conscious shoppers, with full-sized BNs containing 85 calories per biscuit and Mini BN biscuits containing 35 calories. David Titman, marketing director for McVitie’s at Pladis UK&I, said: “We’re thrilled to be bringing them back to supermarket shelves under our McVitie’s brand to join our collection of biscuit tin favourites, from Chocolate Digestives to McVitie’s Hobnobs, and help retailers bene�it from the sales opportunity BN presents.” McVitie’s BN will be a part of McVitie’s upcoming lead

DIAGEO has launched limited-edition packaging across Guinness to highlight the return of the Six Nations rugby tournament. It will emphasise the beer’s status as of�icial beer of the tournament’s four home nations. The limited-edition packaging appears across four-, eight-, 10- and 15-pack formats of the stout, with standard and price-marked options available until the

end of the tournament on 19 March while stocks last. The news follows the new packaging design of Guinness Foreign Extra Stout and the relaunch of Guinness 0.0. John Burns, head of Guinness GB, said: “The partnership puts Guinness at the heart of the men’s and women’s game, and the limited-edition look captures the brand’s association with the tournament.”

JASPER HART

sponsorship of Britain’s Got Talent, with packs featuring its accompanying promotion alongside Digestives and Jaffa Cakes varieties.

Guinness packaging celebrates Six Nations

Babybel continues Comic Relief support BABYBEL has announced the continuation of its partnership with Comic Relief’s Red Nose Day campaign. As part of its 22nd year supporting the charity, Babybel has launched limited-edition promotional 12-packs, and will donate 5p to Comic Relief for every pack sold. The packs also include suggestions for ways to raise money for Comic Relief ahead of Red Nose Day. Ollie Richmond, brand manager at Babybel, said: “We’re extremely proud of our long-standing relation-

ship, which has raised over £1.5m for this charity to date, and we hope this year’s campaign, through the support of our retail partners, will result in even more money going to this worthy cause.” Babybel is supporting the partnership with a marketing campaign across TV, on-demand, social media and in�luencer collaborations. Money raised by Red Nose Day goes towards work in the UK and around the world tackling homelessness, domestic abuse, poverty and mental-health issues.

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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.

ACADEMY IN ACTION

PRODUCTS

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

Sour Patch Kids’ new flavour MONDELEZ International has expanded its Sour Patch Kids range with a new Watermelon �lavour, available now in cases of 10 140g bags with an RRP of £1.12 per bag. Sour Patch Kids Watermelon contains no gelatine and has been certi�ied vegan by the Vegan Society, meaning retailers can cater to a growing shopper segment. The launch follows the brand’s exponential growth in the UK, with sales growing by 56% in the past year, making it the fastest-growing sweet brand on the market, according to Mondelez. Anna Ulrich, brand man-

ager for Sour Patch Kids at Mondelez International, said with 500,000 participants in last year’s Veganuary – double the number of participants in the previous year – shoppers were increasingly looking for plant-based alternatives. “We know sour jellies are popular with consumers already – growing at a higher rate than the category, at 14%. The launch will help bring shoppers into the category incrementally, being particularly appealing to younger adults. This means it is set to drive retailers’ sales in this segment even further. “Watermelon as a �lavour has a 90% appeal with consumers so, with its vegan certi�ication, we’re certain

Sour Patch Kids Watermelon will be a hit by meeting the needs of a wide range of shoppers.”

SWIZZELS is running a competition for convenience retailers to win stock as part of its ‘Big night in’ campaign. The competition offers 10 retailers the chance to win £100-worth of Swizzels stock when they purchase any three cases of selected Swizzels sharing bags and retain their invoice or receipt.

These include Great British Puds, Choos, Loadsa Sweets, Loadsa Lollies, Loadsa Chews and Drumstick Chocolate. To enter, retailers must text ‘Swizzels’ to 60777. Entrants should retain their proof of purchase in case they are contacted as winners. The competition is running now until 31 March.

UNILEVER is celebrating Wall’s 100th birthday by launching two new ice cream varieties under the brand. This includes Wall’s 100 Year Rocket Lolly and Viennetta Birthday Cake. The lolly comes in a blueberry, strawberry & blackcurrant �lavour inspired by Wall’s Sky Ray Rocket that

JASPER HART

Three-month follow-up:

RESPONSIBLE RETAILING Twelve weeks ago, the IAA and JTI UK visited TAGTAR SINGH in Windsor to discuss Challenge 25, crime prevention and complying with legislation. We catch up with him to find out what’s changed

IAA ADVICE 1

Place ‘No ID, no sale’ signs prominently to deter underage sales.

Ensure age-restricted products are not displayed close to other items.

Implement daily temperature checks to improve food safety standards.

10%

THE RESULTS

We’re now better at The increase in vaping sales managing attempts at underage sales. We’re checking temperatures regularly and are more organised. We’ve moved sweets away from vaping products, which is safer and boosted vaping sales by 10%.

PARTNER ADVICE I’m delighted Tagtar has seen a difference from implementing simple changes to make his store safer. It’s important that retailers empower staff to retail responsibly by giving them the tools to comply with legislation.

Louise Harris Communications Manager JTI UK

SET THE RIGHT EXAMPLE Call us on 020 7689 0500 or scan the QR code to ensure you’re protecting staff and shoppers, and to find out how you can improve

Next time: Availability

Chance for retailers to Wall’s marks its 100th birthday win Swizzels stock was created in 1966. The Viennetta comes in a vanilla & strawberry �lavour between chocolate layers, topped with sprinkles. Its launch comes as Viennetta marks its 40th anniversary. The Rocket Lolly has an RRP of £2.50, while the Viennetta has an RRP of £1.84. Both products are available now.

sponsored

Sample a case of Glug fruit drinks PREMIUM fruit drinks brand Glug has partnered with Retail Express to offer 200 retailers the chance to sample a selection of its different �lavours. Each retailer will receive a sample case worth more than £24 containing three 330ml bottles each of 100% Pink Coconut Water, 100% Watermelon, 100% Passion Fruit and 100% Mango varieties. Pink Coconut has an RRP of £2.20, while the others have an RRP of £1.99. Glug drinks are not from concentrate and contain no sugar, arti�icial �lavours, colours or

added preservatives. They are prepared where the fruits are grown. To enter, head to betterRetailing.com/ competitions

Nestlé launches non-HFSS Shreddies NESTLÉ Cereals has launched Shreddies The Honey One, a new HFSS-compliant breakfast cereal. According to the supplier, honey-�lavoured cereals have seen an increase in value sales of 14.5% since 2019, making them the second-most popular �lavour segment in the readyto-eat cereal category. The launch takes the number of Nestlé Cereals brands that are HFSS-compliant up to 24. It also contains no arti�icial colours, �lavours or preservatives. Nestlé claims to have removed an estimated 59 million teaspoons of sugar and three million teaspoons of salt from its products since 2003. Shreddies The Honey One is available now.

A VUSE FIRST TO ‘FUSION’ WITH CONVENIENCE STORES A convenience store in West London aims to inspire other independent retailers after completing a store makeover to harness the momentum of BAT’s leading vape brand, Vuse. On January 10, the Chiswick Convenience Store, in West London, became the first ever convenience store to undergo a transformation and become a Convenience Fusion Store.

After

As the nicotine market continues to diversify, it’s likely retailers will continue to see fewer adult consumers asking for tobacco and a greater number enquiring about alternative nicotine products – driving further growth in vaping products. Vuse has continued to increase in popularity over the past year as adult consumers seek out alternatives.

The exciting Vuse rebrand involved a makeover to promote the presence of the brand – the first time in 20 years that owner, Ali, has altered the store’s appearance.

BAT has invested significantly to achieve its position with Vuse. The transition from Vype to Vuse was the next stage on its vaping journey, taking the best of both products to build a global brand that vapers can relate to anywhere in the world.

It’s all about raising the visibility of Vuse to new heights and supporting stores to cement customer confidence in the brand. Stand-out changes to the store include a brand-new fascia and Vuse-branded signage, canopy and window skin– all designed to put Vuse front and centre for customers.

The Chiswick store makeover has put it firmly in line to benefit from the increased popularity of Vuse with the potential to grow sales. Now it’s over to other independent retailers to seize the opportunity to raise awareness of Vuse with a powerful and impactful in-store experience for their consumers.

Becoming a Convenience Fusion Store is a win-win for the owner, who keeps the essence of a local store, while also ramping up sales potential by adding the unmistakable Vuse brand look and feel.

BAT is proud to have made such a strong statement with Vuse and grateful to Ali, his staff and the wider team effort that has made it possible to introduce the UK’s first Convenience Fusion Store.

Independent store owners across the country can now follow Ali’s lead and look to grow vape sales with the help of BAT and Vuse. Ali’s store was selected for the store makeover because of the high availability of Vuse products, its sales volume and the strong ongoing level of product information and robust youth access prevention for customers.

This is just the beginning. Vuse is continuously adapting and expanding – so look out for more promotional events in the coming weeks and months.

With his significant Vuse customer base, Ali is proof of the importance to customers of an independent retailer that serves their favourite products locally – where loyalty is a powerful commodity.

On top of the store initiative, independent retailers can continue to benefit from a range of promotions and discounts. Please contact your BAT sales representative and use BAT’s rewards platform, My BAT Rewards, to keep themselves and their teams up to date with the latest offers.

This product contains nicotine and is addictive. For adult nicotine consumers only. For trade use only.

Before Ali, Owner of Chiswick Convenience Store “My family and I have had the Convenience Store in Chiswick for 18 years. During this time the shop has served the community with a wide range of convenience products. My shop has a rich heritage of convenience that goes back to the 1930’s, I’ve been told. During our time here we’ve adapted to many changes over the years with consumer demands to remain integrated within the local community and their needs. Vaping as a category has grown so much and has now become a large part of convenience. I recognise Vuse as a leading brand with vape and I have built a good relationship with my BAT Reps.”

ACADEMY IN ACTION

PRODUCTS

Coca-Cola Zero’s gaming promo COCA-COLA Europaci�ic Partners (CCEP) has announced a new on-pack promotion across its Coca-Cola Zero Sugar range, aimed at young adults who like gaming. Until 25 April, shoppers can scan QR codes on promotional packs of Coca-Cola Zero Sugar for the chance to enter weekly prize draws and win prizes. Prizes up for grabs include Xbox Game Passes for PC and exclusive Coca-Colabranded HyperX headsets. The promotion will run across the Zero Sugar range, including Cherry and Vanilla varieties, as well as across

on-the-go and take-home formats. CCEP will support the promotion with a multimillion-pound marketing campaign called ‘Real thrills, real magic’. The campaign includes social media, outdoor and digital advertising, as well as ‘Real magic’ PoS materials available from its trade website, ccep.com. Martin Attock, vice president of commercial development at CCEP GB, said: “There are more than 35 million gamers in the UK, 71% of whom regularly consume soft drinks while they play, so bringing together the UK’s fastest-growing cola brand in retail with a

huge part of the entertainment industry is a perfect partnership. “We encourage retailers to get behind this campaign

PLADIS is launching a Salted Caramel variety of its McVitie’s Club range. The launch marks the �irst new Club �lavour in more than a decade. Club Salted Caramel will join Gold, Mint and Orange options, of which the latter two are worth £25.3m. It is rolling out now across convenience and wholesale,

available in packs of seven or eight individually wrapped biscuits with respective RRPs of £1 and £1.70. The launch comes as sales of chocolate biscuit bars have grown by 11.5% in the past two years due to a rise in treat occasions, according to David Titman, McVitie’s marketing director at Pladis.

UNILEVER has expanded its Ben & Jerry’s Peace Pop ice cream range, with the launch of a Salted Caramel Brownie variety. The Salted Caramel Brownie consists of a sweet cream ice cream with a brownie sauce centre and is covered in a salted-caramel coating and comes on a stick. The new �lavour joins a host of new launches from the brand, including a Sundae range, available in four

JASPER HART

Three-month follow-up:

STAFF DEVELOPMENT Last October, the IAA and British American Tobacco (BAT UK) visited IMTIYAZ MAMODE’s Wych Lane Premier in Gosport to advise him how to motivate and develop his team. We find out what he’s achieved

IAA ADVICE 1

Define each role and responsibility to enable staff to take ownership.

Create a list of daily tasks, in order of importance, to set expectations.

Create a formal review that includes a development and recognition plan.

30%

THE RESULTS

McVitie’s launches Club Salted Caramel

We asked staff The increase in about their ambitions staff efficiency and gave more responsibility to those wanting more senior roles. We wrote daily task lists for each shift, which gave clarity and means they are now completed 30% quicker.

PARTNER ADVICE Imtiyaz has started working in a more structured way and has succeeded in motivating his team. It’s important to encourage your staff to take ownership and train others when needed to get the most from your team.

Nomadic Dairy’s on-pack promo

Brad Rogers Area Manager BAT UK

CREATE A THRIVING TEAM Call us on 020 7689 0500 or scan the QR code to better train, develop and reward your staff, and find out how you can improve

Next time: Service to the Community

NOMADIC Dairy has launched its �irst on-pack promotion across its Yogurt & Oat Clusters range. The promotion runs across all �ive of the range’s varieties, including its recently launched limited-edition Honeycomb & Chocolate. Four prizes offer winners a luxury weekend escape at

Harvey’s Point Hotel. Other prizes feature goods from Nomadic’s home county of Donegal, including locally made scarves, boxed candles and a cookbook by Irish celebrity chef Brian McDermott. Additionally, Nomadic will also be giving away thousands of vouchers for free pots of Yogurt & Oat Clusters.

in store to bene�it from the growth momentum behind the Coca-Cola Zero Sugar brand, which is worth more than £333m.”

Ben & Jerry’s Salted Caramel Peace Pop �lavour varieties, including Cookie Vermont-ster, Hazelnuttin’ but Chocolate, Oh My! Banoffee Pie! and Non-Dairy Berry Revolutionary. The Salted Carmel Brownie �lavour is available in multipacks now, with an RRP of £4.

Aqua Libra Blood Orange & Mango BRITVIC is expanding its Aqua Libra sparkling water range with the launch of a Blood Orange & Mango variety. The drink is available now in a single 330ml can at an RRP of £1. It contains no sugar, calories or any arti�icial ingredients. Phil Sanders, out-of-home commercial director at Britvic, said: “Despite �luctuating restrictions, shoppers are still visiting smaller stores for on-the-go lunches. “By expanding the Aqua Libra range, we are supporting retailers in unlocking further category growth and offering more choice when it comes to healthier alternatives in this area.”

OPINION

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

COMING UP IN THE 4 MARCH 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 KP SNACKS: Has the IT attack on the supplier affected your availability? “WE’VE already stocked up. If there’s one thing we learned from the Walkers IT issues last year it’s that manufacturers underestimate how long disruption will last for. Like with Walkers, certain lines can’t be replaced, especially with KP, which has quite a unique flavour range.” Amrit Singh Pahal, H & Jodie’s Nisa, Walsall

“I’VE had to shop around at cash and carries more because the stock shortages are noticeable. I visited Batleys recently and there was no availability of KP Snacks products. They also had shortages on their van sale deliveries to my shop, which caused further problems.” Paul Patel, Dibden Purlieu News, Southampton

Certain lines can’t be replaced, especially KP

Out-of-the-ordinary lines that sell: secure extra sales by stocking the unusual products that are a hit with customers

PLUS

STORE DEVELOPMENT: How are you making your shop unique? “WE sell beer kegs and decided to install a walk-in cooler. It became too much effort to take the kegs into the store and bring them out. With this option, customers can buy the kegs chilled rather than have to refrigerate and wait for them to get cold when they get home.”

Booker is looking to roll it out

Vas Vekaria, Kegs’N’Blades, Bolton

“BOOKER is highlighting a ‘Refresh’ concept at its upcoming trade shows. It was an idea initially developed by a Premier retailer in Sheffield called Mandeep Singh, who has been successful with it. I understand it will have a few new elements and they’re looking to roll it out to more retailers.” Anonymous retailer

NEWSPAPERS: Will you benefit from Waitrose’s axed newspaper offer? “WITH more Waitrose customers through your door, there will be opportunities beyond the paper for those who prepare. Shops near Waitrose stores should request increased allocations and advertise their newspapers to customers.” Bhavesh Patel, Watties Newsagents, Horley, Surrey

“THE free newspaper offer has long been a bone of contention with independent news retailers, as it has cannibalised sales. This should provide retailers in the vicinity of its stores an excellent opportunity to pick up more casual sales.” Narinder Randhawa, Spar Great Haywood, Staffordshire

THE

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“HISTORICALLY, Bestway’s delivered price has always been the same as cash and carry or click & collect. The premium averages 3%. Bestway haven’t introduced a delivery fee like other wholesalers have, but they have found a way to increase costs in other areas.” Anonymous retailer

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● betterRetailing.com ● 04.02.2022

CATEGORY ADVICE

BESTWAY: Will the premium for delivered wholesale impact you?

It’s getting much harder for retailers

Prepare for HFSS – ranging: how you can adapt your ranging to reflect the upcoming law and maintain your sales

01/02/2022

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The best independent retailers stay ahead by reading RN each week. Do you? ORDER YOUR COPY from your news wholesaler today or contact Kate Daw on 020 3871 6490

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LETTERS

jeet bansi

Letters may be edited

Meon Vale Londis, Stratfordupon-Avon

You need people who want to be there

‘Nisa price rises show nothing has changed’ BACK in December, Nisa hiked the prices of vegetable oil to £2 a bottle. Many Nisa retailers were annoyed by this increase and they received many complaints from their customers, arguing this was cheaper to buy online from Co-op. The price was eventually dropped

to £1.66. A few products ended up being cheaper to buy from Nisa by about 1% to 2%. Historically, the wholesale pricing of Co-op products has been more expensive than an actual Co-op store. There was a period where it was just about worth it to order from Nisa rather than go to Co-op.

However, the situation has ended up being the same. The wholesale price has increased on 538 products. Nothing has changed. Anonymous Nisa retailer

A Nisa spokesperson said: “Record in�lation, the

highest in 30 years, has driven an increase in cost prices across the whole sector. As Nisa and Co-op use different operational models, we cannot compare by item, but we are stronger together, with a far better base to face in�lationary pressures.”

COMMUNITY RETAILER

OF THE WEEK

WIN £50-worth of Batchelors stock

RETAIL Express is teaming up with Batchelors to give five retailers the chance to win £50-worth of stock to celebrate its new partnership with Pokémon. The new collaboration offers shoppers prizes through an on-pack promotion, and now retailers can get their hands on bestsellers from the Super Noodles and Pasta ‘n’ Sauce ranges to get involved.

TO ENTER Fill in your details at:

betterRetailing.com/competitions This competition closes on 21 March. Editor’s decision is final.

Bobby Singh, BB Nevison Superstore, Pontefract – @NevisonBb

‘Making a difference is a real achievement’

WE have been named as a community hub in Pontefract, as we supported our community in so many ways. This included working with food banks and organising clothes banks. All of our community events and involvement is one of the reasons why we have been classed as a community hub. We won the Big Thank You award as many within the community voted for us. We were recognised for our work over the pandemic and our continual work for the community. Knowing that we are actually making a difference and being recognised for our hard work is a real achievement.

THE staffing issue is very important in the current climate and retaining staff is definitely something that we’re looking into at the moment. Finding staff who are good and can fit seamlessly into our business model is very difficult, so rather than repeating that process and trying to find people all the time, it’s better to nurture Each issue, one of seven top the people you’ve retailers shares advice to already got. They’ve make your store magnificent been with the business, they know the ins and outs of it, they know the customers and they know you. I have customers who don’t shop elsewhere because the staff are too young and inexperienced, and don’t know where to find things. We have a mix of employees, and having staff members who are experienced and senior means they can help other colleagues to deal with customer queries. It’s also good for the customers to see that level of authority on the shop floor. It goes a long way. So, how do you incentivise the staff? Through working conditions and money. Reward and remuneration is essential to retaining staff, especially good members of staff with experience. When we found out that the minimum wage rise was coming in, we started putting the wages up a bit in December, then again in January and again in February. That means that it won’t be such a big hike for us when it kicks in in April. In any case, we’ve always tried to pay at least 10p more than the lowest of what people can be paid to keep ourselves above that threshold. We start people on a certain amount and then tell them that they need to prove to us that they can deliver the job and are worth what they want to be paid before we up the salary. In terms of working conditions, you should make sure the environment is one in which you’d want to work if you were at their level. We try to treat people fairly, honestly and with integrity. Delegate small responsibilities to not-so-senior members so they feel they have a part to play. Delegate more to people who you pay more. You can’t make it perfect, but you can do your best to create an environment where your team can strive to be their best. Most of my peers would agree that your staff are what you make them. But you need to recognise how far a staff member will be willing to go. Are they working with love for the business or just payday to payday? You need people who want to be there because things change hour to hour, minute to minute.

Get in touch

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

cider

CATEGORY ADVICE ENERGY SAVING

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

FIVE WAYS TO CUT ENERGY Rising energy prices are affecting every convenience store. TAMARA BIRCH explores five ways retailers can cut costs right now

SUPPLIER

01 MONITOR YOUR USAGE ACCURATELY knowing your energy usage is essential to be able to cut energy costs – and a smart meter is an ideal, costeffective way of achieving this. Ferhan Ashiq, of Day-Today Ashiqs in Prestonpans, East Lothian, has done this, helping him to cut costs when he needed to. Having a smart meter can benefit your business in many ways. First, a smart meter means having more accurate bills as it sends readings directly to your gas and electric supplier. It also means you won’t need

to provide monthly meter readings, freeing your time to focus your efforts elsewhere. A smart meter will also give you a complete breakdown of your daily energy usage, helping you determine what’s spent in a day. This will then help to create a plan of action to reduce costs. Government campaign Smart Energy GB says on its website that for small businesses, installation for a smart meter should take approximately two hours, one for gas and one for electric.

Many energy suppliers will be able to install a smart meter, so it’s worth reaching out to them on their process.

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Retailers can start the application process by visiting smartenergygb.org/about-smartmeters/small-businesses.

Gary Thacker, sales director, Fri-Jado UK “ENERGY saving is crucial in a retail business for several reasons. First and foremost, it’s the right thing to do from an environmental perspective. By lowering your carbon footprint, a retailer is helping to do their bit for the environment and the future of the planet. Businesses that can demonstrate their commitment to sustainability through their green credentials are, ultimately, front of mind for the consumer in today’s day and age. Secondly, it goes without saying, that an investment in energy-efficient solutions will drive savings in operational costs in the long run – ultimately increasing margins and profit.”

CATEGORY ADVICE ENERGY SAVING RETAILER

02 GET THE RIGHT EQUIPMENT “WE renewed all our equipment when we did a full refit two years ago,” says Ronak Patel, of Budgens Arbury in Cambridge. “We removed our gas heating and transitioned to air-con units, saving us quite a bit of money.” Ninety-six per cent of Patel’s chillers now have doors, which helped costs, but he also says investing in new condenser units further cut costs. “We replaced them as part of our refits and worked with Daikin who have a formula to work out the heat produced in store and how much

we’ll need to heat the store,” Patel adds. Some suppliers, such as Coca-Cola Europacific Partners (CCEP), have their own chillers for retailers to invest in. Amy Burgess, senior trade communications manager at CCEP, says: “Our CCEP coolers use natural refrigerants, LED lighting and advanced insulation technology, and we’ve introduced Energy Management Systems, which cut power consumption by 30% on average.” Pastorfrigor GB’s managing director, Simon Robinson, says the demand for multidecks

has increased due to its easier maintenance. “We are seeing a huge number of retailers looking for a green solution with natural refrigerants and easier maintenance,” Robinson says. Patel also investigated installing a heat recovery system – an investment of up to £10,000 or more – but after working with Daikin found that he’d have to install two airconditioning cassettes, which didn’t make the investment worth it. He also says the success of a heat recovery system depends on a store’s size. “Our store is 5,000sq ft,

03 INCREASE YOUR EFFICIENCY CUTTING your energy costs doesn’t necessarily mean investing large amounts of money, because with rising costs, the reality is many can’t afford to set aside funds. But there are some cost-effective solutions to help. Patel has timers in store to ensure lights go off when they’re not needed. “The timers switch the lights off at store closing and then come back on the next day. You don’t need the lights on when you’re not there – you’re just wasting energy at that point,” he says. Patel also installed timers

for his outdoors lights that detect when it’s getting dark outside. Staff also don’t have to worry about switching them on and off, improving overall store efficiency. Similarly, working with suppliers focusing on improving a store’s sustainability credential, in turn reducing energy costs, can help. Suntory Beverage & Food GB&I, for example, worked with Energy Saving Trust and Amit Patel, from Premier Sandiacre in Derbyshire. Matt Gouldsmith, channel director for wholesale at SBF GB&I, says some of the

changes included replacing an old 800W oil-filled radiator with a newer model, installing a door-closing mechanism for the front door to keep heat locked in and replacing two open-front chiller units – one more than 15 years old – with newer models that use doors. He says: “The changes made in Amit’s store will help him save £600 a year. We know not every store is in a position financially to invest in replacing their chillers, but our work in Amit’s store shows that not every change has to be as large as that to make a difference.”

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so the recovery system won’t work, and the costs added up doesn’t make it a viable option. You’re better off installing aircon systems,” he says. Research and talk to different suppliers to find out which solution is best for you. Write down the right questions to ask, such as what other equipment will you need to heat your store? What is the initial investment? What’s my return on investment? It’s important to have all the information needed, including predicted savings, so you know what to expect.

Phil Moutray, WM Moutray & Sons, Dungannon, County Tyrone “WITH energy costs getting out of control at the moment, we’re looking at being very proactive with our approach. We have an office manager who looks after a lot of our energy contract negotiations for us. We have five stores, so we have one person who looks to bring those five stores under the one bill. “One thing we did receive from the local council was a list of practical tips. Things such as turning off lights and not leaving computers on standby. “They’re small changes, but they can build up to big savings. There are things we’re more aware of. Another one is making sure heating is turned off when it’s not needed, which is very important.”

THE 04 IMPLEMENT RIGHT PROCESSES “IMPLEMENTING new processes to ensure stock is managed effectively, waste is reduced and any potential energylosing faults are spotted early to maintain energy efficiency is another change made in Amit’s store,” explains Gouldsmith. Before investing in new equipment, check you have the right processes in place. For example, when was the last time you had your chillers checked? Are all your lights working? What heating system do you use? If you don’t know, walk your store to find

out the answers. Similarly, have a team member walk the store, including the stock room and any back offices, and note down any work that needs doing that might affect your monthly energy usage. These notes could be lights switched on when a room hasn’t been used in a few hours. If you have a toilet in store, does your team switch the light off on their way out? When you leave your office, is the light turned off? These might seem tedious and simple when you think about it, but it’s easy to leave

a room without thinking about the implications it might have on the long-term. Pastorfrigor GB’s Robinson says choosing an ‘energy champion’ will promote good practice. “Good housekeeping, such as cleaning your chiller doors and condensers, and preventative maintenance will all improve performance and efficiency,” he says. “If retailers are not able to replace refrigerated equipment right away, maintaining their existing equipment should make a small difference.”

05 SAVE HEAT BEING in the peak of winter, keeping heat in is key. It’s easy to focus on chillers, but also make sure your heating and lighting is as efficient as possible. Many retailers have invested in LED lighting as they often result in lower bills than tube lighting – they are also now more accessible to convenience stores compared to a decade ago. It also makes the store look brighter, while using less energy. Phil Moutray, from WM Moutray & Sons in Dungannon, County Tyrone, however, uses energy-efficient lightbulbs. He says: “We changed to them two years ago and have made a four-figure savings in terms of energy bills, which was significant, so that investment has quickly paid itself off.”

What’s more, is the front door closed throughout winter? Having this open all the time will allow any heating to escape and any system will need to work harder to keep the store warm. Also, close the door to any offices and stock rooms to ensure heat remains in the room, meaning the need for a portable heater is reduced. Gary Thacker, sales director at Fri-Jado UK, says the one thing retailers can implement straight away to cut energy costs is switching off un-used equipment. “Regardless of what equipment you have, either switch it off when it’s not being used or set a timer to automatically turn the unit off when out of hours or when footfall is lower during quieter periods,” he says.

cider

CATEGORY ADVICE BIG NIGHT IN

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

WHAT NEXT FOR THE BIG NIGHT IN? People are increasingly able to have big nights out now, so what does it mean for retailers and nights in? CHARLES WHITTING finds out

THE EVOLUTION OF THE BIG NIGHT IN IT might feel like the bubble of the big night in has burst, with pubs reopened and restrictions getting looser across the UK. The question for retailers is whether or not their customers will react to these changes by going back to the on-trade in their droves, leaving athome entertainment to fall back to pre-pandemic levels. However, while evidence suggests nights in may not be as big as they were in 2021, they remain a more important part of customers’ calendars than they were pre-pandemic. “We anticipate that nights

in will continue to be a huge opportunity for retailers as we move through 2022, as friends and families enjoy socialising together at home – whether that’s for sophisticated evening meals or relaxed movie nights,” says Amy Burgess, senior trade communications manager at Coca-Cola Europacific Partners (CCEP). “These at-home habits and occasions have developed throughout the pandemic.” In fact, for many customers, nights in have become something that’s important to their mental well-being at a time when not everyone

feels comfortable going back to pre-pandemic habits. “Many [customers] are taking on more than before, with an extended working day meaning that a night in can give a much-needed escape to the sofa,” says Levi Boorer, customer development director at Ferrero. To create an appealing offer, retailers should examine how their ranges work alongside their customers’ needs. When the population was locked down, for example, home baking became a trend. People may no longer have the time to bake from scratch,

so retailers could provide products that meet them in the middle – like partbaked bread. “Sales of part-baked bread have risen 8% in the past year as consumers who don’t have the time or skills to bake from scratch seek convenient things to serve up for their nights in,” says Jen Danby, marketing director at St Pierre Group. “This indicates that people are still looking to add a premium twist to their nights in.”

CATEGORY ADVICE BIG NIGHT IN

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

UNDERSTANDING THE DIFFERENT OCCASIONS THE big night in has evolved from a replacement for the on-trade during lockdown to a wide array of different events that retailers can provide for. A spokesperson for Britvic has highlighted ‘high’ and ‘low’ tempos within at-home socialising, both of which offer opportunities. “Everyday/low-tempo occasions include family meals, lunchtimes, snacking and pickme-ups, with soft drinks meeting different needs. “Hydration involves trading up from tap water to squash. Refreshment sees cola and flavoured carbonates, with flavours and no sugar, driving the trends,” they say.

“Special/high-tempo occasions fall into two kinds. Socialising and winding down involves mixers with spirits, but also enjoyed as adult soft drinks. Craft spirits’ rise has prompted the emergence of premium, artisan mixers and trading up from own label to branded offerings, such as London Essence. “Special occasions and gatherings include barbecues and other adult socialising, with premium carbonates at the forefront. Consumers perceive glass packaging as premium, associated with soft drinks drunk outdoors.” The importance of larger bags and multipacks for this

kind of socialising cannot be overstated when it comes to nights in. Customers will be catering to larger groups of people so will be stocking up in advance. At a time when budgets everywhere are being stretched, buying in bulk offers moneysaving opportunities. “Consumers are on the lookout for larger, value-for-money packs for nights in,” says Jon Wood, commercial director of Calbee UK. “Larger packs suit a night in perfectly. They are ideal for cosy nights alone, evenings for two, and/or for entertaining family and friends. “Multipacks are ideal for

consumers looking to purchase snacking products for the big night in as the packs can provide a range of flavours to choose from.” However, alongside the demand for value, there has been continued growth in premium products, as customers look to bring on-trade quality into their own homes as a treat. “The move towards premiumisation hasn’t slowed since restrictions have been lifted, and premium brands, such as St Pierre, give consumers an opportunity to ‘trade up’ and elevate everyday meals, such as gourmet burgers and hot dogs,” says Paul Baker, founder of St Pierre Groupe.

top tips

Merchandising advice from Ritter Sport Check out the chocolate choices. Offer bestselling lines alongside new and exciting flavours to drive planned and impulse purchases. Have a range of pack sizes and formats to cover all sizes of nights in from singles to sharing bars. Make the most of available PoS from brands to highlight availability in store to consumers. One in five shoppers are on a distress mission in convenience, so placing your bestselling confectionery products in secondary displays or close to point of purchase will interrupt shoppers on autopilot. Cross-merchandise where possible. Group chocolate and other confectionery and snacking brands together where appropriate to encourage cross-sell. Keep pricing and promotions clear and visible – consumers want to be sure on their basket spend. Keep fixtures and displays stocked and tidy at all times. If the product is not available on shelf, then it can lead to a missed sale.

RETAILER

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Bruce Morgan, Brownlie’s, Biggar, South Lanarkshire “WE’VE had a massive uptake, especially in alcohol sales. It’s not as high as when the pubs were shut, but it’s still been maintained. People still have the bars they built in their back gardens and like having their friends over. We’re finding there’s a big increase in trade away from the on-trade. “It’s mostly beer and wine that are selling. The larger multipacks – 10- and 12-packs – have seen an uplift, so we’re getting more in and we’ve upped our offer to encourage people to trade up. “Snacks and big bags or multipacks of crisps tend to sell very well. We offer things like packs of chilled tapas and they go very well as well. You’ve got to know your customers because it depends on where you’re located. We’re in a small town with a couple of thousand people. There are lots of commuters, lots of people heading home from the office and wanting to grab something on the way home. So, we make sure that we’ve got the beers and wines chilled, and have lots of things that are quick and easy to snack on and make.”

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CATEGORY ADVICE BIG NIGHT IN

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

BECOMING A ONE-STOP SHOP A BIG night in involves plenty of different ingredients, from snacks to share at the start, to bigger meals and desserts, and alcohol and soft drinks to consume throughout. Customers planning a big night – or indeed buying things in a more spontaneous manner – will appreciate finding a store that caters for all of their needs,

particularly if the hassle of walking too many aisles is taken away and they can grab everything in one shop. “Consumers ideally want to enter stores and easily find what they are looking for and know they will find value. With effective cross-merchandising, retailers can spark an impulse sale and drive basket spend by

pairing items together, offering a bit of inspiration on how to change up weekend plans,” says Johnny Dennys, head of brand and trade marketing at Mast-Jägermeister UK. “To encourage shoppers to do their big-night-in shopping at your store, ensure you are stocking the right products, at the right price and

merchandising effectively. Try merchandising spirits, mixers and snacks together to encourage a higher basket spend, and make that shopper mission easier for the consumer.” This approach doesn’t just make your customers’ shopping experience simpler. It can also significantly increase basket spend with additional

impulse purchases. Scott Snell, vice president of customer at Pladis UK & Ireland, agrees, recommending that retailers create a heavily merchandised fixture in a high-footfall area of their store dedicated to the big night in. “It’s about making the shopper experience as seamless as possible, so themed space and

signage, and offering secondary sitings – such as at point of sale – are essential considerations to maximise sales. Incorporating paired products and cross-category promotions will also help to increase impulse sales across a number of categories, as shoppers spend more time in store as a result,” he says.

Scan the QR code to see Tom’s story.

top tips

Confectionery “Confectionery is among the categories that can provide a treat during those moments of relaxation and enjoyment. It’s therefore important that shoppers can access products that will enhance their experience. Continue to support the brands that you know shoppers will purchase, ensuring you’re offering a number of more premium brands to add some sparkle,” says Ferrero’s Levi Boorer. Soft drinks “Soft drinks sales grew by 4.3% last year, and flavours are a particularly strong area of growth for the category,” says Matt Gouldsmith, channel director, wholesale at Suntory Beverage & Food GB&I. “Drink-later drinks sales grew during lockdown, so bringing these formats into the main chiller can help to drive sales, particularly around the big-night-in occasion.” Spirits “Typically, premium drinks are in growth, up 27.4% in value versus last year in the off-trade. We recommend retailers stock super-premium and premium spirits, such as Tanqueray London Dry Gin, Tanqueray Flor de Sevilla and Cîroc flavours,” says Lauren Priestley, head of category development in the off-trade at Diageo. Snacks “With shoppers spending more evenings indoors at home, nights in have become a key part of the UK’s routine. This means that snacks in larger, sharing formats – such as our Flipz brand – are must-stocks for retailers looking to drive big-night-in sales,” says Pladis’ Scott Snell. Easy-to-cook foods “One trend for retailers to embrace is the increasing popularity of more substantial big-night-in meals, such as burgers and hot dogs. Consumers are looking for quick and easy ways to create ‘fakeaway’ favourites,” says Chris McLaughlin, commercial director at St Pierre Groupe. “Baker Street’s Drive Thru range of Burger Buns and Hot Dog Rolls are ideal for consumers looking to recreate classic burgers and hot dogs.”

Fresh thinkers wanted Find out more about becoming a Nisa partner at

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Nisa’s fresh thinking has helped Tom double the turnover of his store. Here’s how we could help you drive basket spend and add value to your business:

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CATEGORY ADVICE BISCUITS & CAKES

22 FEBRUARY-7 MARCH 2022 betterRetailing.com

TREAT YOURSELF TO HIGHER SALES JASPER HART examines the sales opportunities across biscuits and cakes, a category affected by changing behaviour and health habits

ESTABLISHING SHOPPER NEEDS BISCUITS and cakes have been a resilient part of the convenience retailer’s arsenal throughout the pandemic. The big shift was towards multipack and take-home formats, but now the on-the-go option has returned to prominence as offices and schools have reopened. However, this doesn’t mean the pendulum has swung back to pre-Covid-19 patterns entirely. “Consumers will continue to take advantage of their newfound freedom, resulting in a resurgence for on-the-go formats,” says Scott Snell,

vice president of customer at Pladis UK&I. “However, we stand firm in our prediction that in-home consumption occasions, such as the big night in and hot drinks – which became part of the nation’s routine throughout the pandemic – will continue to remain popular throughout the year. “To drive maximum growth across the board and cater to these trends, independent retailers should flex their ranges to cater to varying consumer behaviour. For example, they should consider stocking the bestselling lines in a combi-

nation of multipacks, on-thego formats and sharing bags.” Samantha Coldbeck, of Wharfedale Premier in Hull, thinks it’s vital to be as well rounded as possible in order to retain customers gained in the past two years. She said: “We cover all bases. We offer fresh cream cakes in our deli with sandwiches, and flapjacks and protein bars that people have on the go with a coffee, and if people have people round for dinner and want

a dessert for afterwards, we have an ambient cake range. Our range is so strong that people have confidence in the fact they can come in and we’ve got everything they need – it’s stuck with them since lockdown.”

RETAILER

VIEW

Barry Patel, Nisa Marsh Farm, Luton, Bedfordshire “WE have pre-packed cake slices and smaller slices next to the coffee machine alongside croissants. We also stock large sponges, but I look at sales per sq ft and find that cakes take a little longer to sell. We usually have end-of-aisle promotions on biscuits – there is always something on promotion. “Currently, we have Maryland Cookies on promotion, but in-aisle. The Co-op own brand is selling better than branded because of the price. We’re working on remerchandising our store now around HFSS laws, which will be coming later this year, and it’s just trying to figure out how we’re going to do things to retain as much margin as possible.”

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CATEGORY ADVICE BISCUITS AND CAKES

RETAILER

VIEW

Alan Mannings, The Shop on the Green, Chartham, Kent “I USE brands such as Fox’s and McVitie’s, as well as Gullon, for sugar-free options. Cakes are a mixture of Mr Kipling, Lyons and Ruby’s Bakery. We also use Ruby’s Bakery for big ambient cakes, such as chocolate fudge cake, Victoria sponge and lemon drizzle. They sell better in the summer. “We have flapjacks alongside our coffee machine, and opposite that we have pains au chocolat or croissants. We’ve not had much success with new biscuit launches. We tried the McVitie’s Caramel and Strawberry V.I.Bs and they sold well on promotion, but didn’t stick around. Price-marked packs are important to have as an option.”

HFSS IMPACT SWEET biscuits and cakes are some of the products likely to be subjected to a rethink for retailers affected by the upcoming legislation on goods high in fat, sugar and salt (HFSS). There are two probable outcomes for biscuit ranges. First, top sellers will continue to be secure as they are the brands that shoppers seek out as part of their regular purchase and don’t rely on seeing in impulse or promotional sites. According to Snell, 80% of biscuit sales come from 5% of products.

As a result, however, newer products or those that benefit from promotions will be in trouble. “Biscuits typically feature in most shoppers’ weekly shops, so we expect footfall down the main aisle will remain largely unaffected,” says Jo Harwood, sales director at Burton’s Biscuits. “However, HFSS will undoubtedly impact impulse sales of biscuits. We predict the biggest impact will be felt from shoppers on a top-up mission, popping in for a few items, who may have previous-

ly picked up a pack on impulse when they see biscuits on a gondola end on promotion.” However, retailers should view this as an opportunity to highlight healthier options, or perhaps savoury biscuit lines. “Health and wellness have never been as important as they are now, after almost two years of facing the challenges brought on by the pandemic,” says Susan Nash, trade communications director at Mondelez International. “Many consumers are placing an even higher focus on their well-

being – whether that be physical, mental or both – than ever before. In fact, 25% of shoppers are more influenced by health when shopping than pre-pandemic. “Healthier options remain important for consumers who are looking for healthier ingredients, such as oats and other wholegrains. “Belvita, for example, is well placed to help retailers take advantage of these trends as the UK’s numberone healthier biscuit brand as defined by Nielsen.”

PRICE-MARKED PACKS POWER latest category news McVitie’s Blissfuls Available in a sharing bag in Caramel and Hazelnut flavours, McVitie’s Blissfuls are a sharing treat biscuit for evening occasions, which supplier Pladis says are an untapped opportunity for biscuit sales. McVitie’s Jaffa Cakes Lemon & Lime Pladis is relaunching Jaffa Cakes Lemon & Lime after popular demand. The flavour is aimed at existing Jaffa Cakes eaters who have helped make the Cherry, Passionfruit and Pineapple varieties a success, as well as younger shoppers looking for flavour innovation. Oreo and The Batman Oreo’s partnership with the much-anticipated upcoming superhero film The Batman sees an on-pack promotion offering prizes, as well as a limited-edition biscuit that replaces the Oreo logo with a Batman embossing. Prizes include cinema tickets and a VIP trip to Warner Bros World in Abu Dhabi. LU Mondelez is launching French biscuit brand LU in the UK in Petit Chocolat, Petit Beurre, Petit Biscotte and Petit Citron varieties. LU, founded in 1850, is an iconic brand in its native country. McVitie’s BN Pladis is bringing classic biscuit brand BN back to stores as a McVitie’s brand after a four-year hiatus. The biscuit, with its recognisable smiling-face shape, is available in Chocolate, Strawberry and Vanilla varieties in full-sized and Mini sizes. Club Salted Caramel Pladis is expanding the McVitie’s Club wrapped biscuit bar range with the launch of a Salted Caramel variety. It comes as sales of chocolate biscuit bars have grown by 11.5% in the past two years. Marketing director David Titman says the individual wrapping encourages portion control and means the product is suited for in-home and on-the-go occasions.

AS with other treat snacking options such as crisps, nuts and sweets, the role of PMPs in biscuits is important for convenience stores, driving much of their trade. “It’s important for independent retailers to bear in mind that PMPs continue to drive huge growth in convenience,” says Snell. “Despite the fact that only 12% of lines in convenience stores are PMPs, they represent three-quarters of sales in the channel.

“This is because shoppers perceive PMPs to represent good value for money and with financial concerns on the horizon for many households, this is even more important, as consumers are savvier than ever before.” Coldbeck finds Happy Shopper own-label PMPs have this effect on her customer base and also alleviate the margin concerns that usually afflict retailers when they deal with PMPs.

SUPPLIER

VIEW

Lisa Manning, category and insights manager, Border Biscuits “ECONOMIC challenges are on the horizon, and it is predicted that shoppers will be working towards much tighter budgets as we look ahead. As we’ve seen with previous recessions, consumers may be looking to treat themselves with smaller, more affordable products at this time. Instead of indulging in a cake from a café, for example, we may see consumers trading up on their weekly shop. “The past year has been tough, with many businesses across the UK experiencing unforeseen challenges – including how shopper habits changed. In fact, we saw consumer behaviour hit both ends of the spectrum – with health and premium indulgence growing in importance when we were in lockdown as shoppers dealt with the pandemic in different ways. “The pandemic spurred shoppers on to look for comfort and escape in their food, with many trading up to more premium lines to treat themselves. “As we return to some normality, consumers are still seeking indulgence, but with a more balanced approach. Many are now choosing more carefully as they look for biscuits that are ‘worth the calories’ when they do indulge. It’s no surprise, then, that the special treats sector is growing ahead of the everyday biscuits category as consumers trade up to make special moments matter.”

CLASSIFIED

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££££££££££££££££££££££££££££££££££££££££££££££££££ ££££££££££££££££££££££££££££££££££££££££££££££££££ ALCOHOL LICENSING Join PREMISES LICENCE APPLICATIONS TO SELL ALCOHOL ££££££££££££££££££££££££££££££££££££££££££££££££££ PERSONAL LICENCE APPLICATIONS ££££££££££££££££££££££££££££££££££££££££££££££££££ l We can apply for your alcohol today and receive licence or vary existing hours and PR Retail Consultants Ltd layout of premises ££££££££££££££££££££££££££££££££££££££££££££££££££ l We can also represent you at hearings reviews of premises licences ££££££££££££££££££££££££££££££££££££££££££££££££££ and l Pavement licences 01279 850 753 or 07774044585 l Late night refreshment licences £££££££££££££££££££££££££££££££££££££££ prretail.co.uk ££££££££££££££££££££££££££££££££££££££££££££££££££ Established 2005 BOOKER vouchers ££££££££££££££££££££££££££££££££££££££££££££££££££ ££££££££££££££££££££££££££££££££££££££££££££££££££ Refrigeration VOUCHER G I V E AWAY ££££££££££££££££££££££££££££££££££££££££££££££££££ 2022 ££££££££££££££££££££££££££££££££££££££££££££££££££ Chillers and freezer (available in 3 doors) Osaka ££££££££££££££££££££££££££££££££££££££££££££££££££ Finance available Remote Unit (Motor sited externally) ££££££££££££££££££££££££££££££££££££££££££££££££££ ££££££££££££££££££££££££££££££££££££££££££££££££££ Visit thefedonline.com ££££££££££££££££££££££££££££££££££££££££££££££££££ or call us on 0800 121 6376 ££££££££££££££££££££££££££££££££££££££££££££££££££ *T&Cs apply - see website for full details ££££££££££££££££££££££££££££££££££££££££££££££££££ ££££££££££££££££££££££££££££££££££££££££££££££££££

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ADVICE

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DIFFICULT CUSTOMERS The RETAIL EXPRESS team finds out how retailers deal with customers causing problems or lodging complaints

Every difficult complaint or concern has to be dealt with slightly differently, how are retailers handing this? – Terry Caton, Chatsworth Road Post Office, Chesterfield, Derbyshire

Shisan Patel, JASP (DPS), Birmingham

“WE don’t get many complaints, but sometimes we have issues with shoplifters. If we do catch them, we approach them calmly, tell them that they’ve been seen on the camera and ask them to put back what they’ve taken. “Most of the time, when confronted, they know they’ve done wrong and they put it back. We tell them not to come back and they don’t. They’re just chancers. “If someone comes in with a complaint – milk that’s gone off despite still being in date, for example – then we’ll usually just swap that thing out, especially if it’s a regular customer. We don’t want to lose out on a regular customer just because of one faulty product or something that’s been packaged incorrectly. There’s not much we can do about things like that, so we’re happy to just swap it and keep the customer. We don’t want to cause an argument over £1.”

Dan Brown, Lothian Stores, Musselburgh

“THE brief that we give to staff is to do everything we possibly can to make sure the customer leaves happy. We give them a lot of freedom to deal with complaints and they’re able to issue a refund quite quickly. They’re open to their own interpretation of what would be good judgment. “The customers that complain can often become your best customers, especially if you’ve put in the extra effort to turn things around. We’ll offer them a free Costa coffee depending on the situation. “Most complaints are down to the quality of the product – chilled items that haven’t been chilled properly. We make sure we stick to standards and we deal with any problems quickly. Staff don’t have to wait for the manager to step into deal with these things. They use their own judgment and we never have an issue with what they do if it’s made the customer happy.”

Harris Aslam, Greens of Tillicoultry, Clackmannanshire

“I OVERSEE all complaints because I want to see what’s going on and I want that oversight on feedback to see how our community is feeling. The customer is always right, but quite often that can con�lict with business aims. The fact remains, however, that if there are no customers, there is no business, so excellent customer service every time is at the forefront of our priorities, and that gives us a chance to remain �it for the future, with all these increasing overheads, in�lation and so on. “When it comes to dif�icult customers, it’s about de-escalation. It shouldn’t be part of the job, but unfortunately aggression is something we face every day, and the only way of stopping it is de-escalation. Approach it in a calm manner. Never put yourself at risk. There have a been large number of convictions in Scotland, which is fantastic, but it’s not going far enough. Our measures work nine times out of 10, though.”

In the next issue, the Retail Express team finds out how retailers are filling their shelves effectively. If you have any problems you’d like us to explore, please email charles.whitting@newtrade.co.uk