Retail Express - 22 September 2020

‘ACT NOW OR LOSE YOUR CUSTOMERS’

ACS Local Shop Report identifies ‘15-minute concept’ battle plan for small stores as footfall and spend returns to pre-Covid levels P3

22 SEPTEMBER-5 OCTOBER 2020 STRICTLY FOR TRADE USERS ONLY

THE UK’S BEST SELLING CRAFT BEER IS NOW CARBON NEGATIVE. OBESITY PLAN U-TURN

SLUSH COMPANY APPLAUDED

COVID-19 INVESTMENTS

Public Health England admits initial c-store calorie-cut targets were ‘unrealistic’

Indies praise efforts of FizzBang Beverages for its ‘brilliant’ customer service

How three retailers are making use of government loans and grants

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FORECOURT FOCUS Viability of government electric vehicle push questioned P13

22 SEPTEMBER-5 OCTOBER 2020 STRICTLY FOR TRADE USERS ONLY

‘ACT NOW OR LOSE YOUR CUSTOMERS’ ACS Local Shop Report identifies ‘15-minute concept’ battle plan for small stores as footfall and spend returns to pre-Covid levels P3

OBESITY PLAN U-TURN

SLUSH COMPANY APPLAUDED

COVID-19 INVESTMENTS

Public Health England admits initial c-store calorie-cut targets were ‘unrealistic’

Indies praise efforts of FizzBang Beverages for its ‘brilliant’ customer service

How three retailers are making use of government loans and grants

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our say

Megan Humphrey, editor

There are things that can always be done THIS year, independent retailers have been faced with unimaginable challenges.

I had an incredibly refreshing conversation with Iain Nairn, a restructuring and insolvency partner, last week, following the government announcement that protection for tenants from eviction by their landlords has been extended from September until the end of the year.

I was keen to speak to Iain to find out what advice he had for retailers now they have been given more time to negotiate a rent payment deal.

Despite the reason for our call being a negative one, he managed to express optimism for the sector, providing hope that retailers still had an opportunity to turn things around.

“There are things that can always be done,” he explained.

I believe strongly that this comment can be applied to the sector as a whole right now.

Retailers have already proved that they can stand strong in a SPEAK TO global pandemic, so they should have the confidence that this will BUSINESSES remain going forward.

IN YOUR Every business in the country is experiencing difficulty. You are by LOCAL AREA no means alone.

Speak to businesses in your local area to find out what their biggest challenges are.

You might not be working in the same sector, but you are still operating a business. There is an enormous amount that can be learnt, and the answer might lie in the shop opposite yours.

The five biggest stories this fortnight 01

Government backtracks on ‘unrealistic’ obesity plan

ALEX YAU PUBLIC Health England (PHE) has halved calorie reduction targets for popular convenience lines after admitting its initial ambitions were “unrealistic”.

This month, the health body published the latest proposals in its plans to combat obesity by 2024. The guidelines included halving original plans for a 20% calorie reduction in popular convenience store products such as

Jacqui Dales, of Spar Lonready meals, chips and garlic bread, alongside a drop from don Road Bakery in Lina 20% to a 15% reduction for colnshire, added: “It is like the sugar tax. There won’t be crisps and savoury snacks.

Amit Puntambekar, of any major impact.”

In its guidance, PHE said: Nisa Ash’s Shop in Fenstanton, Cambridgeshire, told “Analysis concluded that a Retail Express: “In my opin- 20% ambition applied across ion, smaller shops who rely all categories was unrealistic. on impulse would have been severely affected by the original targets. However, I don’t think there’ll be a major change as the soft drinks sugar tax hasn’t really impacted my sales.”

This is particularly relevant for retailers where a 20% ambition would not re�lect the lower-calorie ranges seen in this sector.”

Are you relieved by the U-turn? Call Retail Express on 020 7689 3358

FOR MORE ON MY CONVERSATION WITH IAIN, TURN TO PAGE THREE @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 (maternity cover) Tan Parsons 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 News reporter Kathe Plummer @NewtradeKate 020 7689 3395 Production coordinator Nadeem Masood 020 7689 3368 Director of sales and marketing Matthew Oliver 020 7689 3367 Senior account director Charlotte Jesson 020 7689 3389 Senior account manager Natalie Reeve 020 7689 3372

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

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

Rural POs in doubt

THE future of rural post of�ice retailers has been cast into doubt if the government fails to renew its £50m subsidy.

The National Federation of Subpostmasters chief Calum Greenhow said: “It is not scaremongering to state that

there would be many closures if this were removed.”

The fund is used to pay additional commission to post of�ice retailers who are based in rural locations and the current agreement is set to expire in six months.

03

Sales support executive Charlotte Brady 020 7689 3382 Management accountant Abigayle Sylvane 020 7689 3383 Managing director Parin Gohil 020 7689 3375

46,191

Audit Bureau of Circulations July 2019 to June 2020 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.

Booker Jack’s

BOOKER retailers are set to get access to Tesco’s Jack’s own-label range this month.

Pre-orders for Londis and Budgens retailers are available on 24 September.

One Stop franchisees were given access to 50 initial

chilled and ambient lines in the range earlier this month, which are to be rolled out in three phases.

Jack’s was launched in 2018 at the same time as Tesco’s discounter format, branded under the same name.

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

Account manager (new business) Jimli Barua 020 7689 3364

Account manager Adelice Tatham 020 7689 3366

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Firework opportunity

STORES have been urged not to ignore the “bumper” sales opportunity for �ireworks as part of lockdown trends.

British Fireworks Association chairman Steve Raper said: “It is a new opportunity this year. People will be look-

ing for alternatives.”

Empire Fireworks sales director Rish Datta added that the deadline for retailers to apply for a �ireworks licence was the end of September.

How will you be making the most of Bonfire Night? Call Retail Express on 020 7689 3358

05

DRS scheme plan

CCEP and AG Barr are among leading manufacturers denying they have applied to become Scotland’s deposit return scheme (DRS) administrator.

According to sources, British Beer and Pub Association,

BSDA and Natural Source Waters Association were also in the running, but these companies denied applying.

Another source said an administrator is likely to be approved by the Scottish government in November.

@retailexpress facebook.com/betterRetailing

22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

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

‘Hyper-local’ stores urged to focus on their communities MEGAN HUMPHREY NEW �igures from The Retail Data Partnership (TDRP) revealed average sales in independent stores are shrinking back to pre-Covid-19 levels.

Reported at 16% yearon-year in August, the independent sales index is now less than half than the growth experienced in May 2020.

Speaking at the ACS’ virtual Summit20 last week, Saïd Business School’s associate professor in retail marketing, Jonathan Reynolds, stressed the need for retailers to continue “thinking on their feet during volatile times”.

He explained: “We have seen the spreading out of consumer demand across the country away from the big clusters of commuting locations. Few of us anticipated that our biggest cities would be shadows of their former selves.”

The newly launched ACS Local Shop Report reinforced the importance of local shops for customers during the pandemic.

It revealed that more customers searched for local shops on Google during the start of lockdown than any other time in the last year. Also, average basket spend increased by 48%, and sales value was boosted by 38%.

Reynolds added that “hyper-local” stores should use this to their advantage and create a “15-minute city” in the area their store is located.

“This is an idea that big cities have incorporated into their response to Covid-19,” he said. “It’s a concept that suggests you can create a sustainable urban community where you live, work and shop, within 15 minutes from your home.

“There has been a real shift across to online, and it’s signi�icant that retailers accommodate that in their stores.”

ACS chair and Central England Co-op chief executive Debbie Robinson

stressed: “This is a big opportunity for small shops. It’s crucial all ser-

vices required by many people can be reached in their communities.”

EXPERTS have urged retailers to share a cash�low forecast with their landlord to increase their chances of negotiating a rent payment deal.

The comments come as government protection for tenants to prevent eviction from their landlords has been extended from September until the end of the year.

Iain Nairn, restructuring and insolvency partner at Azets, told Retail Express: “Retailers shouldn’t be afraid

to draw up a cash-�low forecast, and share it with their landlord to show them how they intend to get their �inances back on track.”

When asked what lastminute advice he has for retailers who are yet to make a deal with their landlord, Nairn responded: “It’s really rare that things have gone too far. There are always ways to come back.

“The key thing is to be open and honest with your landlord. They are far more likely to help you if you are willing to meet them in the middle.”

express yourself DURING lockdown, we saw around a 600% increase in Google searches and have maintained an uplift since. We are focusing now on improving our Google presence, so we’ve added new pictures and employed a member of staff to work on IT and search engine optimisation. We are engaging that next level of customer and we want to be visible online. I think your online presence now is probably more important than your physical shop front.

Amrit Singh, Nisa Local High Heath, Walsall

CRIME: The British Retail Consortium (BRC) has launched The Shopworker’s Protection Pledge, calling on MPs to enact legislation protecting shopworkers from violence. It has been signed by 11 MPs. Meanwhile, a similar Usdaw petition has accrued over 62,000 signatures.

ACS chief executive James Lowman said: “It is vital that the government listens to what they’re being told.”

AMEX: A promotion run by Amex has driven sales up for retailers. The promotion, which gave customers £5 back on purchases above £10 from small shops, has been well received by retailers.

Abs Istefanous, of City News & Convenience Store in Brighton, said: “Amex customers tend to buy big and a lot, and don’t cause you any trouble.”

BAD WEEK

He added: “Even if you haven’t had the best relationship with your landlord in the past, be upfront about that – there is always a way to get things back up and running again.”

Nairn reassured retailers by reinforcing how every business is struggling right now. “Burrowing your head in the sand doesn’t work,” he stressed.

“A lot of businesses are in the same boat. Speak to your colleagues, accountants, banks and your creditors before the end of the year.”

the column where you can make your voice heard

GOOD WEEK

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

Tenant protection extended by gov’t MEGAN HUMPHREY

COVID FUNDS: More than £1.3bn in grant funding for small businesses including convenience stores has gone unspent. The Department for Business, Energy and Industrial Strategy’s data shows local councils failed to hand out 11% of the Small Business Grant.

The grants were made available to support small businesses through the pandemic, with 900,000 firms receiving grants of up to £25,000.

BRITISH GAS: The gas and electricity supplier was forced to dish out £1.48m in compensation to customers earlier this month after it failed to tell them it had switched payments point from PayPoint to Payzone at the beginning of 2020. A spokesperson said: “We recognise that this transition was not as smooth as it should have been, and we would like to apologise.”

How has Google Maps helped you attract and retain new customers?

GOOGLE Maps helps me organise paper rounds. When a customer requests a delivery, the app gives me an instant answer about whether I can go there or not – it all has to fit in together, so it’s important to know this information. I can plan things and work out where I am going to go and try to develop routes with less time spent. It has also helped me secure new home news delivery customers, especially as I now have a paperboy with a car, not just a bike.

Mark Dudden, Albany Road Post Office, Cardiff

03

I USE Google Maps to keep customers informed about my store by changing the hours, uploading new photos and making sure all the information is current and up to date. This is important because when the site gets hit, it has got the right information on it. When we changed our hours during lockdown, we had to change them on Google Maps quickly. It keeps people up to speed with what is going on.

Julian Taylor-Green, Taylor-Green’s Spar, Hampshire

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

Amrit Singh

NEWS

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22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

Slush company hailed for service MEGAN HUMPHREY INDEPENDENT retailers have praised slush machine company FizzBang Beverages for their “brilliant” customer service.

Sales and marketing director Mark Trigg told Retail Express the company, launched two years ago, “is big on service”.

He said: “We install the machines and carry out all

�lavours regularly.”

Trigg added that the company’s payment plans are also created with independent retailers in mind.

“A lot of retailers are hesitant to spend and don’t always have the capital to buy a machine outright,” he explained.

“But we offer them on lease, or retailers can take part in our unique free-toown scheme. This means that

swap �lavours easily and start selling slushed cider.”

The machines have a patented magnetic strip installed on them to prevent leakage. “A lot of other machines have a seal which needs to be cleaned regularly, and can often cause leakage,” said Trigg.

“By having a magnetic strip, there is no need for a seal, which makes it really straightforward to swap the

of the training, as well as run a helpline where users can speak to engineers.”

Atul Sodha, owner of Peverills Londis Hare�ield in Uxbridge, west London, has been using the machines in his store for a few months, after having a bad experience with a competitor.

“FizzBang puts the interests of retailers at their core,” he said. “Their machines made it possible for me to

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they would receive everything from us brand new, and sell only our products. Once they sell 50 cases worth, we then give them the machine.”

PayPoint deal converts cash to online sales RETAILERS are set to bene�it from a new partnership between PayPoint and electronic cash voucher company Neosurf.

Customers will be able to exchange cash in store at more than 27,000 PayPoint shops for an e-voucher, which is then printed with a unique pincode for them to purchase online services.

Cash can also be used to top up balances on Neosurf e-wallets and prepaid cards.

Neosurf’s chief commercial of�icer, Andrea McGeachin,

said the move will help “bring the bene�its of cash payments into the online shopping space”.

STICKERS BOOST STORE’S PROFILE

RETAILER Atul Sodha has seen a boost in new customers after using stickers to promote services in his store.

He told Retail Express he got the idea after seeing other cars in his area doing the same thing.

“A few weeks after I put the stickers on, I had a few people coming in asking about the delivery service we offer after seeing me driving around,” he said.

“I’d really recommend it.”

Some stores told to use new Covid-19 app SHOPS in England and Wales with enclosed areas “where customers may congregate” have been advised to support the soon-to-launch of�icial track and trace app.

The government announced its NHS Covid-19 tracing app will launch on 24 September. It will inform users if they were in proximity to someone who tests positive for the virus.

Businesses “with a physical location that is open to the public” should download and display a QR code compatible with the app.

STERLING DUAL CAPSULE LEAF WRAPPED WHAT IS STERLING DUAL CAPSULE LEAF WRAPPED?

• Sterling Dual Capsule Leaf Wrapped cigarillos, contain a peppermint capsule that smokers can click to release a menthol flavour

• Contains a Virginia blend tobacco, wrapped in tobacco leaf

• Now produced with a mentholated stick and a new tipping design

• Available in a pack of 10 Cigarillos with an RRP of £4.50*

“

Ross Hennessy, Sales Vice President at JTI UK, says:

Since launching earlier this year, Sterling Dual Capsule Leaf Wrapped Cigarillos have become a hugely popular choice for adult smokers providing innovation, as well as value-for money. Retailers should stock up now to capitalise on the spike in consumer demand we see in December to help maximise salesvi.

”

WHY STOCK IT?

• Sterling Dual Capsule Leaf Wrapped joins the

• The total value of the Cigar market in the UK

• It’s the No.1 Cigarillo brand, with a 97.9%

• In December 2019, Cigar sales volume increased

highly successful Sterling family of products.

The product taps into the increasing popularity of the ultra-value segment share of the UK Cigarillo marketi

is approximately £198 millionii, with Cigarillos being the fastest growing cigar sectoriii, with a current market share of 17.9%iv by 6.9% versus the prior month, so it is important for retailers to stock up before Christmasv

To find out more, retailers should visit JTIAdvance.co.uk or speak to their local sales representative *You are at all times free to price as you choose. i. IRi Market Place, Volume Share, Total Cigarillo Category, Total UK, May 2020. ii. IRi Market Place, Value Sales, Total Cigar Category, Total UK, MAT To 31/05/20 iii. IRi Market Place, Volume Share, Total Cigar Category, Total UK, over the last 12 months to May 2020 (based on slope calculation). iv. IRi Market Place, Volume Share, Total Cigar Category, Total UK, May 2020. v. IRi Market Place, Volume Sales, Total Cigar Category, Total UK, December 2019 vs. November 2019. vi. IRi Market Place, Volume Sales, Total Cigar Category, Total UK, over the last 3 years to December 2019

PRODUCTS

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Mars Wrigley’s Xmas plans PRIYANKA JETHWA MARS Wrigley UK has unveiled its 2020 Christmas lineup, including five new festive products, focusing on premium and boxed options.

New for this year will be Galaxy Caramel Truffles (RRP £4.99), Galaxy Truffles large box (RRP £7.49), Galaxy Truffles Advent Calendar (RRP £9.99), and Milky Way and Skittles Selection Boxes (RRP £3.29).

They join the supplier’s Christmas classics, including Maltesers Truffles Advent Calendar, Maltesers Reindeer and Galaxy Truffles.

The supplier told Retail Express that shoppers buying more expensive products is

still a growing trend, with premium chocolate bought as an “affordable luxury” by 56% of those who buy into the category.

It also expects boxed chocolates to perform strongly this year, similar to 2019, where in the final four weeks to Christmas sales rose by 43%.

Jo Sinisgalli, gifting senior brand manager at Mars Wrigley UK, said: “The launch of Galaxy Truffles last year was a great success and became the number-one confectionery launch for Christmas 2019.

“Alongside this, the chocolate treat helped introduce new customers to boxed chocolates, adding over 60% incremental sales to the category at the time of launch.”

Dead Man’s Fingers gets tropical HALEWOOD Artisanal Spirits has extended its Dead Man’s Fingers range of alcoholic drinks with a Mango Rum. The new variety comes in a yellow, opaque bottle, and joins the range which includes Lime, Raspberry,

The Glenlivet’s Caribbean Reserve

Richmond launches frozen meals

PERNOD Ricard UK has launched The Glenlivet Caribbean Reserve in the UK, RRP £38.59, the brand’s first single malt to be finished in rum barrels.

It follows the brand having grown by 21.2% in value over the past 12 weeks, and new lines leading the growth in the single malts category at 12% compared with last year.

It will be supported by a campaign spanning instore activity and social media, and available from wholesalers including Imperial, Crown and Elbrook Cash & Carry.

KERRY Foods has launched a range of frozen ready meals under its Richmond sausages brand, RRP £4.

The new range, designed to serve four people (1.4kg), will include two options – Sausage & Tomato Pasta and Sausage Casserole.

The launch follows sales of frozen meals

spiking by 16.1% during lockdown, and home evening meals up by 23% per week compared to last year.

Richmond commands a 17.8% share of the frozen sausage category.

Passionfruit, Hazelnut, Pineapple, Coconut, Coffee and Hemp flavours, as well as the original Spiced Rum. The rum has an RRP of £22, with an ABV of 37.5%, and is available from Booker Wholesale.

Powers Gold Label relaunches in the UK PERNOD Ricard UK has reintroduced Powers Irish Whiskey’s Gold Label variety to the UK, RRP £30.

The whiskey has a new brand identity, highlighting its heritage and quality, and a higher ABV of 43.2%.

The launch will be supported by a digital cam-

paign, in-store activity and social media activity.

Irish is forecasted to be the fastest-growing whiskey variety between 2018 and 2023, and superpremium varieties are predicted to grow at more than twice the pace of the total Irish category.

sponsored

Facewatch launches new security app FACEWATCH has launched a new facial recognition security system designed to be compatible with face masks, to help convenience retailers deter crime in the wake of Covid-19.

The supplier said with crime and anti-social behaviour increasing in recent months within retail, retailers are under growing pressure to control shop theft and protect

their frontline teams.

Therefore, its new facial recognition system, from £199 per month, is designed as an affordable, effective and GDPR-compliant system, which is facemask-compatible, guaranteed to provide a deterrent to habitual criminals.

The supplier said the system has proved able to reduce shop theft and antisocial behaviour.

Bobby’s ‘biggest launch ever’ BOBBY’S Foods has announced details of its biggest launch to date with Strips.

Strips, which are potato crisps with a thin, layered texture, come in three flavours, including Salt & Vinegar, Cheese & Onion and BBQ.

All are suitable for vegetarians, and have an RRP of £1 for a 90g pack.

The packaging has been designed to make the most of the limited shelf space that retailers have to work with and can be stood upright.

Doom Bar Zero on sale now from Booker TAPPING into the growing demand for low- and no-alcohol lines, Sharp’s Brewery has launched Doom Bar Zero, available from Booker now.

The alcohol-free ale is available in 500ml formats,

and the supplier said that while there has been a surge in the number of low- and no-alcohol beers on the market, a number of options currently available still contain at least 0.5% ABV.

22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

Tropicana leads two brand refreshes PEPSICO has launched a new range of fruit juices under its Tropicana brand, Tropicana Lean, which offers shoppers a low-sugar alternative.

Designed to meet shopper demands for low- and no-sugar products, Tropicana Lean is available from wholesalers now in three flavours – Citrus Fruit, Mixed Berries and Tropical Fruit – in a 900ml format, RRP £2.75.

Meanwhile, it has also rebranded its Tropicana Essentials range to Tropicana +.

Tropicana + is available in four varieties, again focusing on better health, including Vitamin Victory, Berry Boost, Power Punch and Viva Vitality, in 750ml formats, with an RRP of £2.99. Berry Boost will also be available in a 300ml format, with an RRP of £1.99.

GOODFELLA’S is launching an on-pack promotion to help drive big-night-in sales in the run-up to the winter months.

Available until the end of November, the on-pack promotion will give shoppers the opportunity to win a top prize of £10,000, and will be part of a wider digital and TV campaign.

There will also be hundreds of other prizes available to be won, including

Amazon vouchers, Goodfella’s pizza vouchers and pizza-themed blankets.

UNILEVER has changed the formula of Persil to reduce its environmental impact, in addition to its bottles now being made from 50% recycled plastic.

Alongside removing the dosing ball to reduce the amount of virgin plastic,

the new liquid formula is made with plant-based stain removers and biodegradable ingredients, which come from renewable or recycled sources.

The launch coincides with the supplier’s ‘Clean future’ commitment.

A big night in with Goodfella’s pizzas

Persil transforms formula and bottles

Boost invests £1.2m behind new campaign BOOST Drinks is focusing its energy into its functional drinks range with a new campaign, ‘Choose now’, designed to build brand awareness and range familiarity.

The campaign will follow young individuals as they ‘hustle’ through their lives, juggling several tasks.

The £1.2m campaign will mark the brand’s biggest marketing investment to date, and will span TV, outdoor advertising, digital activity, instore PoS and social media.

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Get indulgent with Baileys and Bahlsen BAHLSEN has added limitededition Choco Leibniz Baileys and Baileys Squares to its range, designed to capitalise on the growth in premium biscuits.

Choco Leibniz Baileys feature a butter biscuit topped with milk chocolate, mixed with Baileys Original Irish Cream. It is available in 125g packs (nine biscuits), with an RRP of £1.79.

Baileys Squares are made up of a layer mixed with the taste of Baileys Original Irish Cream, sandwiched between a wafer biscuit and topped with chocolate. It is available in 125g packs (12 biscuits), with an RRP of £1.79.

PRODUCTS

08

Cherry Kick showcases new ad PRIYANKA JETHWA LUCOZADE Sport is teaming up with England and Man City footballer Raheem Sterling as part of a marketing campaign for Cherry Kick.

The marketing activity will span three months, and will highlight the importance of keeping hydrated during exercise even during the colder months.

The flavour joined the range in April, and features an image of Sterling to drive

stand-out on shelf.

The brand will support Cherry Kick and Anthony Joshua Fruit Punch through outdoor and social media advertising, where Sterling will lead a number of athletes, including Joshua, and undertake the ‘Cherry Kick’ challenge on social media.

The challenge is a twist on the popular social media bottle challenges, where consumers will be asked to create their own Instagram Reels video, using a bottle of

Lucozade Sport to show off their sporting skills.

By sharing their creations with the hashtag #Cherry-

Maltesers Hot Chocolate gets a makeover

kickchallenge and tagging @LucozadeSportUK, they will be in with a chance to win prizes.

Christmas treats from Nestlé Confectionery NESTLÉ Confectionery has launched a range of new treats and campaigns for Christmas 2020 under its leading brands, including KitKat, Aero, Quality Street, Milkybar and After Eight.

New to 2020 will include KitKat Santa, KitKat Santa Advent Calendar, Aero Dreamy White Snowbubbles, Milkybar Reindeer, limitededition After Eight Gin & Tonic and Dairy Box Christ-

mas Collection.

Meanwhile, it will also be updating the design across its Quality Street tins, Aero chocolate blocks, After Eight Christmas tin, KitKat Senses and Aero Bliss Mixed Selection.

To view the full range, head to betterRetailing.com and search ‘Nestlé Xmas 2020’

MARS Chocolate Drinks & Treats has redesigned its Maltesers Hot Chocolate range.

The new design is available across 350g and 180g jars, 140g pouches, 25g singleserve sticks and hot chocolate pods formats.

The supplier said Galaxy and Maltesers hot chocolate remains a popular choice with consumers, with one in eight UK households buying one of these branded hot chocolate products last year.

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22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

Toffifee returns to screens in new ad TOFFIFEE is back on screens this month with a new TV and video-on-demand campaign.

The £1.8m campaign aims to increase brand awareness by showcasing the boxed chocolate range bringing families together.

The supplier said the

brand has grown by 28%, and its shoppers are purchasing it more frequently than previous years. The advert will reach 78% of its target audience.

Tof�ifee is available in 100g (RRP £1.43) and 400g (RRP £5.27) boxes.

Restaurant-inspired waffle fries on sale INSPIRED by fast food chains, McCain has launched Waf�le Fries, available with an RRP of £1.99 for a 550g bag.

The lattice-shaped fries are typically sold at casual dining restaurants, but as more consumers opt to eat

at home, the fries offer a point of difference.

McCain marketing director Mark Hodge said as consumers continue to try and recreate an ‘at-home’ restaurant experience, the Waf�le Fries are designed to accompany these types of meals.

New £1 PMPs join KP Snacks range

Mr Kipling brings out the Halloween spooks

KP Snacks is adding to its £1 price-marked pack (PMP) range with three new products designed to drive impulse sales.

The new £1 PMP additions include McCoy’s Hot Mexican Chilli, Penn State Sour Cream & Chive, Popchips BBQ and Popchips Sour Cream & Onion. The last two replace the previous £1.29 PMP. The supplier said 42% of shoppers buy crisps and snacks on impulse, and PMPs are a “big driving force” behind this, with £1 PMP ranges growing ahead of the market at 15%.

PREMIER Foods has launched its Mr Kipling Halloween range inspired by Roald Dahl’s The Witches story.

The range will comprise �ive products, including two limited-edition lines: Grand High Witch’s Chocolate + Vanilla Slices and Formula 86 Chocolate Tarts.

Other treats include the return of Terrifying Toffee Whirls, Fiendish Fancies and

SUNTORY Beverage & Food GB&I, formerly Lucozade Ribena Suntory, is reducing the RRPs across two of its drinks.

From now, pricemarked packs (PMPs) of Ribena 600ml squash and Lucozade Energy 1l will be reduced to £1.50.

The company’s channel director for wholesale, Matt Gouldsmith, said 74% of total soft drinks sales come from PMPs. The launch coincides with two new �lavours available: Lucozade Energy Apple Blast and Ribena Raspberry & Rhubarb squash.

HIGHLAND Spring has unveiled a new campaign with the tagline ‘Our journey of care, begins with the land’, which highlights how provenance and sustainability are key to the brand.

It will remind shoppers

cludes three biscuits per mini pack, portion-controlled for lunchboxes and on the go.

It contains 11 Custard Creams, 11 Chocolate Creams, 11 Ginger Rings and 11 Shorties, RRP £4.49.

Spooktacular Angel Slices.

The range will feature an on-pack promotion, where consumers have the chance to win one of 100 prizes, inspired by The Witches.

Mr Kipling’s Bon�ire Chocolate & Marshmallow slices will also return this year, alongside the Cadbury Cakes Halloween range, including Pumpkin Patch Cakes and Mini Bon�ire Logs.

Ribena and Lucozade Highland Spring lower PMPs RRP focuses on nature

A family-sized biscuit Kleenex launches feast to fill your boots Proactive Care HILL Biscuits has launched two family-sized biscuit variety packs, designed to be sold as single units.

The Big 8 Family Favourites selection includes Custard Creams, Bourbon Creams, Ginger Nuts, Fruit Shorties, Digestive, Oaties, Malted Milk and Nice varieties. It has an RRP of £4.99.

Brewtimes Buddies in-

09

PROACTIVE Care is a new personal care range by Kleenex, comprising four products.

It will include Hand Towels (RRP £3), Hygiene Mask (RRP £4.50), Antibacterial Wipes (RRP £1.50) and Anti-

Bac Hand Gel (RRP £1.50).

The range is designed in response to the Covid-19 pandemic, where more consumers are looking for personal care items to help them stay safe.

that all its bottles can be recycled, and will run across digital and social media.

TV and radio presenter Helen Skelton will join the campaign with a bespoke content series �ilmed in the Ochil Hills.

New premium blocks from Guylian GUYLIAN is extending its range of premium chocolate bars with Creamy Milk and Salted Caramel �lavours, available through Unitas Wholesale.

The 100g bars come

individually wrapped and have an RRP of £2. They are available to retailers in packs of four.

The brand will also be launching Dark Raspberry and Ginger varieties in 2021.

OPINION

10

IAA #COMMUNITYSTARS

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 COVID-19: What impact would another national lockdown have on your store?

“WE would be more prepared this time. We’ve already put in measures like home deliveries and click & collect, so it wouldn’t be a case of reinventing the wheel. We are also already prepared for the panic buying of toilet roll. We’ve got through it before, so we can do it again.”

The Independent Achievers Academy (IAA) joined brand ambassadors Dave Hiscutt and Ferhan Ashiq to reveal how the programme has helped them change their mindset and business. Here are four lessons you can learn

Jacqui Dales, London Road Bakery, Boston

“IT wouldn’t take a lot to kickstart what we implemented; we have kept a lot of the social distancing measures in place.

We’ve carried on because we �ind it’s good practice. We thought that when we went back to normal, the virus would return, so we’ve continued our home deliveries.”

Trudy Davies, Woosnam & Davies News, Llanidloes

DAVE AND FERHAN’S KEY TAKEAWAYS 1

2

Developing your staff will help your business thrive. Dave gets his team involved in the benchmarking process and it’s become a training guide for them, allowing them to take ownership and have more responsibility.

We’ve got through it before, so we can do it again

Noticing the growth in food to go, Ferhan installed a counter in 2018. Sales declined in store as a result of coronavirus, so Ferhan added key food-to-go products to his delivery option, helping to improve sales.

3

Dave launched a selection of cider and Monster Energy slushies, using an old slush machine. He posted about it on Facebook, reaching more than 11 million people and gaining an additional £12,000 in sales over a 12-week period.

4

Interacting with retailers can help you get ideas to trial in store and improve your business. Ferhan joined the IAA to meet like-minded retailers and move away from traditional retailing to innovative retailing.

FERHAN’S TOP IDEA “The IAA challenges you on what you’re doing well and makes you question why you’re not doing something; it will improve your business.”

Join the IAA on 30 September with retailer Jacqui Dales, of London Road Bakery in Boston, Lincolnshire, for an interactive session on how staff motivation and continuous training have made her shop stand out. Read the full coverage of Dave and Ferhan’s discussion at betterRetailing.com/community-starsferhan-and-dave

EMPLOYMENT: How beneficial are you finding a recent rise in job applicants?

My concern is that they’ll leave after six months

“THERE’S an opportunity to utilise new applicants in roles that require more initiative, such as stock management.

My concern is that they might leave after six months when a job in their previous industry becomes available. I’d rather employ someone who is likely to stay for the long-term.”

Sunder Sandher, One Stop, Leamington Spa

“WE have received more applications from 16-to-17year-olds with high academic grades. There is a chance for them to manage their own section, but in my experience, those with high grades may not have the initiative to work in a convenience store.”

Amit Puntambekar, Nisa Ash’s Store, Fenstanton, Cambridgeshire

NEWSTRADE: How did the Extinction Rebellion protest impact you?

“WE were lucky enough to get all of our newspaper deliveries.

Five hours late, though, thanks to Extinction Rebellion. Double the amount of petrol used to deliver more than 100 papers.

Whatever they are trying to achieve has had a massive negative effect on us alone.”

Michael & Janet Carnall, The Manor Village Stores & Post Of�ice, Nottinghamshire

“ULTIMATELY, we have a responsibility to do our bit for climate change, but that doesn’t include damaging people’s livelihoods. People should be free to choose what news they read, and Extinction Rebellion shouldn’t be allowed to interfere with that by doing what they did.”

Ralph Patel, The Look In, Surrey

This had a massive effect on us alone ONLINE: How are you using social media to retain new customers?

Facebook adverts are reasonably priced to use

“I ADVERTISE on the local Facebook sites. There are three in the area, so I use them the best I can. I also use Facebook adverts because they are reasonably priced. It is something I need to improve on, though, as it’s only going to get bigger.”

Graeme Pentland, Ashburton Village Stores, Newcastle upon Tyne

“WE’VE got a Facebook page that we use to inform customers of offers we are running, or any changes, like early closures of the shop. It can be useful also if someone loses their keys or purse and it is handed in here.”

Anita Nye, Premier Eldred Drive Stores, Orpington, Kent

LETTERS

22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

11

Alan Mannings

Letters may be edited

Shop on the Green, Chartham, Canterbury

Trusting my team means my business is thriving BUSINESS is now settling into a routine as we come out of lockdown and we’re seeing the return of regular customers – even our 64-yearold work experience colleague has returned.

Our volunteer has been helping us regularly since I opened the store a few years ago. He’s a regular shopper One of two new retailers with us, and one shares advice on how to make day he offered your store rise to the top to help. Initially, he asked us if he could help with deliveries and, last week, he started to remerchandise our canned goods in stacks of three to encourage shoppers to notice the display more – well, it’s worked and customers are commenting on how good it looks.

It shows that trusting your team and giving them a say can really benefit your shop.

As well as our volunteer, we welcomed a new team member in April following the departure of another staff member. He came to us after not receiving the right support from previous employers, so we sat down and discussed what were important factors to him and me. For him, it was support, and for me, trust is just as important.

Since then, I’ve expanded his responsibilities to helping with ordering, and asking him if there’s ways we can improve our processes.

You need to trust your staff with managerial responsibilities to encourage development – doing this has allowed me to focus on other areas of the business.

Since starting in April, his confidence has grown dramatically and he’s now implementing new ideas every few weeks. For example, I’ve always believed that 20cl and 35cl spirit bottles won’t sell, but our new team member insisted, so I trialled it. We bought in seven different lines in smaller formats, and in six weeks, we’ve had to order new cases for five of these lines. This has also helped us bring new shoppers into the category.

We’ve trialled most of his ideas and he offers a fresh perspective throughout the store. He’s helped us to remerchandise our displays and focus on making different areas stand out for shoppers. With each idea, we’ll monitor its success for up to four weeks – if it doesn’t work, we’ll try something else. It’s important to give something a chance to work because it can be a great input to the business.

RISING

STAR

‘There’s a likelihood my waste would be set on fire’ MY waste management company, Viridor, told me they wanted my bins out in the evenings, rather than the mornings, now for collection.

This is an issue because my store is based in a rough area and there’s a likelihood that my waste would be set on �ire, and there would be no one there to monitor this or prevent it. I raised this issue with Viridor, and I asked who would be

liable if the bins got set on �ire, and was told that we would be penalised for it.

Plastic and cardboard are �lammable – all anybody needs to do is throw a cigarette in a bin to set it alight. I said was going to consider taking my waste contract with a different company because the way Viridor handled this is problematic, and might cause us to make a loss. It’s been very abrupt, because Viridor’s attitude hasn’t

WIN £50-worth of Trebor products

TO celebrate the return of its ‘Cash in a flash’ promotion, Trebor is giving five retailers the chance to win £50-worth of its core range and latest products, including Trebor Cool Drops, Trebor Extra Strong Minis and Trebor Soft Fruits.

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.

been at all understanding.

We’re not trying to cause problems, but we know that waste being set alight is a real issue. Every time we try to talk and explain to Viridor, the company doesn’t seem to be interested in our issues.

Mo Razzaq, Family Shopper Blantyre, South Lanarkshire

A spokesperson from Viridor responded: “Viridor

“

works hard to offer a customer-focused collection service that recognises the individual needs of the businesses it works with.

Independent retailers are at the heart of this service philosophy and are valued

by Viridor. We are pleased that our discussions with the retailer in question have now resulted in a solution which addresses the client’s speci�ic concerns.”

COMMUNITY RETAILER

OF THE WEEK

Anita Nye – @anita_nye

‘Animal shelter takes our food waste’

THERE is an animal shelter near us called Second Chance Rescue that we donate any out-of-date bread, fruit and vegetables, and any other stock to depending on what they can take because not all animals can eat everything.

We ring them and they come and pick it up normally once a week or sometimes, depending on what we have got, twice a week. We chose this charity because three of the staff that work there are customers of ours, so that is how we found out about it.

Get in touch

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

Don’t miss our essential technology guide

The Retail Success A MUST-READ FOR PROFIT-DRIVEN INDEPENDENT RETAILERS

Handbook

TECHNOLOGY

Out 2 October Easy ways to reduce costs and boost sales

Investment in store technology is on the increase in independent shops, with areas such as foodto-go technology, AI facial recognition, next-gen gantries and data analysis all becoming a focus for retailers. This issue will help equip you with the knowledge and confidence you need to invest in the latest and best store technology to both protect and grow your business.

PLUS • How to use technology for effective ranging and in-store displays • The latest food-to-go and store service technologies • Insights from a retailer on their own technology journey • Supplier directory

Order your copy from your news wholesaler today, or contact Kate Daw on 020 3871 6490

FORECOURT FOCUS

How three retailers are changing customer missions p14

Government throws heavy support behind EVs DARYL WORTHINGTON THE UK government has revealed a range of new investments to accelerate the uptake on electric vehicles (EV) across the UK. The Department for Transport (DfT) used 9 September, World Electric Vehicle Day, to announce the awarding of £12m in funding for research and development to “propel groundbreaking electric vehicle projects”. DfT is also considering recommendations in a governmentcommissioned report by the Of�ice for Low Emission Vehicles, including charge points installed at popular destinations such as supermarkets and tourist sites, as well as green parking spaces for priority EV parking.

Meanwhile, a Highways England initiative will see £9.3m given to local authori-

ties to encourage businesses with diesel van �leets to make the switch to electric. Participating businesses will be given a free trial of an electric vehicle for two months.

“We are working with councils across the country to encourage businesses to make the switch to electric vehicles, and we expect many more to start using electric vehicles when they experience the savings possible,” said Jim O’Sullivan, chief executive of Highways England.

Industry �igures have questioned how effective these measures will be in triggering an uptake in EV drivers.

“There remains a way to go, and while the sight of green parking spaces for priority parking could be an alluring prospect for some to go electric, it’s probably unlikely to be the strong trig-

Brands flock to UK’s first electric forecourt A NUMBER of major brands will be setting up shop in the UK’s �irst electric forecourt, according to an announcement from Gridserve, the company behind the project.

Gridserve has announced retail partnerships with WHSmith, Post Of�ice and Costa Coffee, among others at the soon-to-open forecourt site in Braintree, Essex.

It was revealed in March that the Gridserve site will be part of an eventual 100-strong nationwide network of electric forecourts.

The site is designed to be able to charge 24 electric vehicles at once and deliver 350kW of power.

“The UK’s �irst electric forecourt represents so much more than an electric equivalent of a modern petrol station,” said Toddington Harper, founder and CEO of Gridserve.

“It will deliver a fully loaded customer experience, offering the best of British retail and customer service to cater for a full range of consumer and driver needs.”

ger the government wants to get more of us opting for an EV,” said RAC spokesperson Rod Dennis.

Dennis noted that the upfront cost is the main obstacle preventing many drivers buying an EV, despite them being cheaper to run than a petrol or diesel car.

“There is a genuine interest among drivers to go electric, but to take that leap of faith the government might need some bolder �iscal action to nudge them across the zero-emission line.”

portant role to play in the future of EV charging, but they are part of a wider solution that includes a number of different locations for charging – on and off commercial premises,” said James Lowman, chief executive of the ACS.

“While the pace of change on EV charging is an exciting prospect, it also provides challenges for retailers that are looking to invest in an EV charging facility, as there is the risk that their solution could be rendered obsolete within a

short period of time.

“It’s essential, therefore, that the government supports forecourt retailers and other EV charging providers and helps them to invest in the longterm future of the charging network.”

A challenge to retailers The government announcements have been met with caution in the retail industry with the Association of Convenience Stores (ACS) calling on the government to give more support to forecourt retailers.

“Forecourts have an im-

August sees decline in van sales SALES of light commercial vehicles (LCV) were down in August, declining by 16.1% to 19,407 units.

According to Sue Robinson, director of the National Franchised Dealers Association, all LCV segments saw a drop in registrations, the decline down to‘the arrival of the new ‘70’ number plate and a number of external factors.

“Although most businesses have reopened since lockdown, there remains uncertainty in a number of sec-

tors where businesses are holding back as they are not feeling con�ident to invest in new commercials,” said Robinson.

“Additionally, since many factories have only just restarted to manufacture commercial vehicles, customers who are not ordering standard speci�ications may face longer waiting times.

“Going forward, dealers are optimistic that the LCV market will recover, and business con�idence as well as supply issues will improve.”

Jet back on the small screen with new campaign FUEL brand Jet is coming back to TV screens for the �irst time in 20 years.

The 60- and 30-second adverts have been airing throughout September across the Midlands and the north of England.

Other elements of the campaign are being rolled out nationally on social media throughout the month.

The ‘Keep on Moving’ campaign is the latest activity in an ongoing brand refresh for Jet, which included the rebranding of Jet’s Pre-

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

mium Fuel offer, Jet Ultra, in early 2020.

“In �ine-tuning the Jet brand, our aim is to improve the experience for our customers and to give the drivers who visit our forecourts everything they need and want to continue their journeys quickly and safely,” said Mary Wolf, managing director, UK Marketing, Phillips 66 Limited.

“It is a simple, straightforward ‘driver-�irst’ ethos that is perfectly captured in this new campaign.”

FORECOURT FOCUS PROFILE

14

Time equals money DARYL WORTHINGTON “COVID-19 has proved to many forecourts just how important their retail section is,” says John Stevenson, from Nisa Local Northallerton in North Yorkshire.

“Because our shop performed so well during lockdown, it meant we were OK despite taking big losses on the fuel side.”

Twenty years ago, the forecourt mission was simple: fill the car, pay for the fuel and go, maybe picking up a bag of sweets on the way out.

That’s all changing now, though, with more forecourts trying to fu-

ture-proof their business by having less dependence on fuel sales.

It means retailers have to strike a balance; trying to keep customers in the store for longer and increasing the chances of them spending more, without sacrificing the quick and efficient shopper journey that remains pivotal for many forecourt customers.

“Coffee and food franchises are becoming more important in forecourts these days,” says Stevenson, who owns two forecourts in Yorkshire. “There’s a hospitality element coming into forecourts.

We’re especially seeing this at our new site in Northallerton. We have

01

a Subway in there, and it’s not just food to go. We have a seating area and some customers will sit in there and eat a full meal, and then spend 30 minutes doing their shopping. These customers tend to have a high spend in store.”

Of course, it’s still important to strike the right balance.

“You don’t want people coming in and wandering around for an hour,” he says. “Ultimately, forecourts still need to have a quick customer journey, you don’t want shoppers spending time in the store and not buying anything, especially if they’re parked at a pump.”

02

Nisa Local Northallerton

03

Flowering opportunity

Sowing the seeds

Invest in the future

GETTING customers to spend more time browsing your range during lockdown has been tricky, with most shoppers looking to spend less time in store, and bulk buying as many items as possible to avoid coming back so soon.

Luckily, for Paul Delves, who owns Tuffins Welshpool in Montgomeryshire, having a garden centre on site has been one way he has managed to get customers to stay longer, beyond just topping up for fuel. He says that his 3,000sq ft garden centre, joint to the forecourt, became popular during lockdown, as other centres were forced to closed.

“We make on average £15,000 per week during spring on the garden centre, and, for us, it’s about giving customers that extra reason to stay and shop with us. This year was exceptionally good because the garden centres were closed, so whereas we normally would sell 30 pallets of compost a week, we were doing 50-60 pallets,” he adds.

“SOMETIMES getting customers to spend more time and money in store is about playing the long game. Have things like fresh fruit and veg displayed prominently near the entrance of the store, as well as grocery lines, or the coffee machine and sandwiches,” says John Stevenson. “We’re sowing the seeds in shoppers’ minds that we’re more than a petrol station. They’ll keep walking past these things, and after a few visits they’ll start to realise and they’ll start shopping for those things here.”

Thinking carefully about the layout is vital for getting this message across. “We have lots of interrupters for shoppers on a fuel mission. There are promotional bays and dump bins which grab their attention and encourage bigger spend. We don’t verbally upsell at the tills, though – there are still some customers who just want in and out, and you don’t want to annoy them.”

LIKE Stevenson, David Charman, from Spar Parkfoot in West Malling, Kent, knows thinking long term is key, and this means having a programme of regular investment to improve your offer. “Only 9% of our customers are fuel-only, so nearly 70% of those that shop with us are coming for what we offer in the shop, and some buy a combination of both,” he explains.

With that in mind, much of the focus and investment in recent years has gone towards turning the shop side of the business into a stand-out store in the community.

“We encourage customers to stay longer by investing in our store. We have a butchery, bakery and several other services, and offer all the things that encourage people to shop with us.

During lockdown, we were down to about 10% fuel-only, but our shop was significantly busier.

“A business is a constant investment programme that makes people want to come to you long term.”

RETAILER ADVICE GROW YOUR BUSINESS

22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

15

NEW IDEAS FORECOURT FOCUS takes a look at six ways you could improve your forecourt business, from better security to an organic milk offering

NEW OPPORTUNITIES AS the petrol forecourt business grows increasingly complex and competitive, it’s vital to take advantage of anything that can give you an advantage.

The industry is changing, and over the past few months we’ve seen countless examples of solutions that retailers have used to make their business more efficient and more profitable.

Whether it’s improving their

environmental sustainability, reducing losses, finding ways to serve customers more efficiently or reacting to the unique challenges presented

by Covid-19.

These solutions can range from practical day-to-day processes to new technology. It could be a major investment, or simply a case of taking a close look at how you do things and why.

However, with the UK now in recession, it’s more important than ever to reduce inefficiencies, and also make sure that any investment is one which will deliver clear and tangible benefits.

From new EPoS solutions to best practice on security and dispenser maintenance, we take a close look at ideas you could implement to improve and grow your business.

MILK IT A NEW trend appearing in forecourt businesses this year has been self-serve milk dispensers, with two stores we’ve profiled having set them up.

Customers can use the machines to fill up their own milk bottles. They’ll often also be able to take payment through contactless.

“We sell the 1l glass bottles for £1.20, and customers can get a refill for £1.30,” Paul Delves, from Tuffins Welshpool in Shropshire, told Retail Express earlier this year.

The milk is supplied from a local farmer, and the service is run on a profit share agreement with the farmer. A similar system is also used at Maiden Newton Service Station in Dorset.

Significantly, Delves and Olly Andrews, from Maiden Newton Service Station, say the system doesn’t cannibalise business, but instead attracts new shoppers to the store.

“It doesn’t take sales from the milk section in store,” Andrews explains. “It’s different

people buying organic milk – it’s brought in new footfall.”

SUPPLIER

VIEW

SAFETY FIRST IT seemed for a while during the height of the summer that Covid-19 restrictions were gradually being relaxed, but, at the very least, local lockdowns have started to bite in recent weeks, and there are signs that restrictions will return nationally in the coming weeks.

This makes it more important than ever to ensure that you don’t let standards slip on the procedures you set up in store.

John Stevenson, from Nisa Northallerton in North

Yorkshire, took a number of steps to establish his forecourt as a location customers could feel safe using.

This included ensuring grip hero gloves were installed at all dispensers, to reassure them on hygiene risks.

Most interestingly, he also made the most of community spirit by getting the families of staff members involved in sewing face masks, inspired by a news report on something similar happening in Czechia after masks became obligatory there.

Kristine Moore, retail technology channel manager, Henderson Technology “FUEL integration is an immediate benefit when installing the EDGEPoS system. With 100% of EDGEPoS fuel customers opting for fuel integration, it enables retailers to accept a wide range of fuel cards, reduce fraudulent activity with such things as prepay, and provide additional services such as outside payment terminals.

“Fuel integration allows retailers to not only offer more services in store by accepting a range of services – i.e. fuel cards & fuel bunkering – but it also reduces fraudulent activity with fuel records, ‘no means to pay’ options and drive-offs.

“It enables full control and visibility within forecourts, and the ability to provide various reports from EDGEPoS back office, including wet-stock management and fueldiscount coupon facilities.”

RETAILER ADVICE GROW YOUR BUSINESS

16

ORDER & COLLECT THE fact that so many forecourts have parking spaces means they’re an ideal site to set up a order & collect service, potentially giving you an advantage over other stores.

Less labour-intensive to set up than a delivery service, order & collect nevertheless gives stores a way to reduce the risk of exposure for staff and customers alike, and make the customer journey more efficient.

Even before Covid-19 was such a concern, order & collect services were a growing shopper expectation in retail.

Forecourt retailers have set up order & collect services in a number of different ways in their stores.

Some have managed the service through apps, such as Jisp, Shoply or Queue Cheetah. Others have organised it using either phone or email ordering.

David Charman, from Spar Parkfoot in West Malling, Kent, set up a no-contact ordering service that relied on ordering by phone or email.

Staff members in PPE bring the order out to customers waiting in the car park.

SELF-CHECKOUTS LONG reserved for the multiples, self-service checkouts have become an increasingly common site in independent stores in recent years, with forecourts following suit.

These systems offer a number of benefits. They speed up queue management, which is vital for forecourt customers looking to pay and go.

They also free-up your staff, which enabes you to reallocate human resources to more productive use.

Of course, there were always questions about how effectively a self-service check-

out could be integrated into the fuel side of a forecourt business, but that concern may have been answered.

“Henderson Technology recently launched the first selfcheckout to be integrated with BP systems, allowing BP sites to offer self-checkout onsite,” says Kristine Moore, retail technology channel manager at Henderson Technology.

“They have piloted this innovative product for Texaco sites and can now offer selfcheckout to BP and Texaco sites that use EDGEPoS.”

BEST PRACTICE THROUGHOUT all the challenges and opportunities, it’s vital not to neglect the basics, which means establishing routines for the inspection and maintenance of vital things such as dispensers.

Phil Monger, technical director at the Petrol Retailers Association, says retailers need to do daily visual checks of their dispensers, combined with monthly checks.

While the daily checks should include examining hoses and nozzles for cracks and signs of seepage, the monthly checks should entail

SUPPLIER

VIEW Nick Fisher, CEO, Facewatch

“FACIAL recognition (FR) algorithms work by reading various parts of the face, including the areas around the eyes. Facewatch has developed periocular facial recognition that particularly focuses on details around the eye region, and is therefore able to accurately detect faces wearing masks.

“Periocular FR will never be as accurate as full-face FR – however, when combined with our Micro NVR, which records all faces entering businesses, it’s the best FR technology available to date.

“Facewatch works with businesses across the UK, including a national convenience food retailer, bars and fuel forecourts, and is slowly building a national data base. Most retail theft is committed locally by local thieves, and our customers see reductions in thefts from their sites within a week.”

MAKE YOUR STORE SECURE DATA from the British Oil Security Syndicate has shown that Covid-19 has coincided with a rise in ‘no means of payment’ incidents at forecourts, now accounting for almost two-thirds of forecourt crime incidents.

This makes it vital that your forecourt has measures in place to reduce the risks of

these incidents happening.

The best approach may be to incorporate a technical solution such as Facewatch, alongside having you have clear procedures in place for your staff.

“In the majority of cases, this type of incident is a genuine mistake. Retailers should collect the customer’s

name, address, postcode and car registration number,” says Bruce Nichol, operations director at BOSS. “As most people have a mobile phone, ask for their mobile phone number and try it.

Then follow industry standard procedure, such as BOSS Payment Watch, as a means to recover what’s owed.”

lifting off covers and checking the hydraulics for signs of leakage. These checks are not always included in maintenance agreements, so it’s vital to know what you’re responsible for maintaining.

Setting up scheduled investigations, with written and dated records, can help protect your business should the worst happen.

“It’s the best protection if something goes wrong,” says Monger, “as it means you can go through and show you are taking necessary steps on maintenance.”

cider

CATEGORY ADVICE HALLOWEEN & BONFIRE NIGHT

22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

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GHOSTLY GOINGS ON

Despite Covid-19 uncertainty, Halloween and Bonfire Night will remain the big occasions this autumn. DARYL WORTHINGTON finds out what you should be doing to prepare

SPOOKY ACTION AT A DISTANCE? IT might be a year like no other, but there’s still every chance that kids and grown-ups alike will have their imaginations ignited by ghosts, ghouls and fireworks this autumn.

Although it’s too early to tell exactly how Halloween and Bonfire Night will be acknowledged this year, as uncertainty in the wake of Covid-19 continues to haunt the country, they’ll be celebrated in some form, and that means retailers need to be prepared to grasp the opportunity.

“No one really knows what this occasion will look like under the current Covid-19 restrictions,” says Claire James, trade marketing manager at Haribo.

“But, while Halloween may be different, we believe it will

still be a celebratory occasion and a driver of sales volume for confectionery.”

There’s no reason to assume this opportunity will be limited to confectionery, thanks

to growth in big nights in.

“Retailers can expect a spike in sales as many outdoor activities will be cancelled,” says Mast-Jaegermeister UK marketing manager Ben Errington.

“We can expect consumers to have small gatherings at home to celebrate Halloween and Bonfire Night, so retailers should be stocked for themed big nights in.”

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Susan Nash, trade communications manager, Mondelez “HALLOWEEN has become a valuable earner for convenience retailers, so it is crucial they take full advantage of this and create excitement for their shoppers. Retailers should stock up on the Mondelez range of impulse and sharing novelties launches across chocolate and candy ranges, offering products for consumers to enjoy independently as a treat or to share while hosting a family Halloween party.

“Research shows more shoppers buy Halloweenthemed confectionery than standard packs during this exciting time, and 51% of incremental sales at Halloween come from the chocolate confectionery category. This year sees the return of the popular Cadbury Goo Heads, available in Creepy Skeleton, Pumpkin, Frankenstein, Dracula or Werewolf varieties.

The strikingly-packaged Cadbury Goo Heads are available individually or in a pack of five, offering value and convenience to customers.”

CATEGORY ADVICE HALLOWEEN & BONFIRE NIGHT

18

STRIKING THAT SWEET BALANCE “THE impact of social distancing and concerns over further transmission of coronavirus are likely to change how people choose to celebrate Halloween this year, with it being very possible that people will turn to smaller occasions at home in place of going out to larger gatherings or moving around their local neighbourhood,” says Matthew Bird, brand director for sweet treats at Premier Foods.

“It is therefore important for convenience retailers to take an agile approach, offering shoppers the products they need to enhance their Halloween, however they decide to mark it.”

One way of achieving the agility Bird recommends could be in building a range that affords you some flexibility. Although Halloween-themed packaging could be a great sales driver, it also looks dated come 1 November – getting the balance right is key. For that reason, Haribo’s Claire James suggests balancing ‘season-neutral products’, which could include the supplier’s duo pack of Haribo and Maoam, alongside the special Halloween editions.

Check rate of sale on special editions in the weeks leading to Halloween and manage your ordering accordingly.

“The sweets on offer must be fit for purpose,” she says. “At Halloween, value and volume have always been important, with fully-wrapped products that deliver portion-controlled

options. This year is no different. Importantly, no one wants leftover sweet gestures, so retailers and shoppers will be looking for popular brands to be risk-free crowd-pleasers.”

WHAT TO STOCK Ideas for your range this autumn Freddo and Friends Treatsize The new treat-size bag includes an assortment of Cadbury favourites to enjoy with family.

McCain Waffle Fries Launching this month, Waffle Fries tap into a gap in the market for branded shaped fries and are perfect for family mealtimes or celebrations, says McCain.

Jägermeister 20cl PMP Priced at £6.79, the format is a great incremental purchase as consumers having a big night in will be looking for something to add to their beer or wine purchase, according to Jägermeister.

Mr Kipling Grand High Witch’s Chocolate Vanilla Slice Two delicious layers of sponge – one green and one brown – topped with a distinctive purple icing and green drizzle to give an eye-catching product.

Haribo Trick or Treats These multipacks contain either 10 or 32 pre-portioned bags. The company’s Scaremix and TangfastTricks bring a seasonal spin on the suppliers popular Starmix and Tangfastics lines.

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PREPARE FOR BIG FRIGHTS IN WITH big nights in likely to be crucial in importance in autumn 2020, it’s vital to cover every base.

“That would include food, drinks, spirits, snacks and puddings,” says Mast-Jaegermeister’s Ben Errington.

“Consumers will also be looking for themed items and items that offer added value to make their big night in affordable and enjoyable.

Stocking premium, recognisable products that are easily accessible will be the key to making the most of these occasions.”

As well as confectionery, cakes are another sweet treat that traditionally does well over Halloween.

“Baked goods are an easy way for shoppers to buy into festivities, and this has been reflected in their popularity around key occasions,” explains Bird.

“Cakes added £12.4m of incremental spend to Halloween products last year, help-

ing deliver an overall uplift of £77m to retailers over the two-week period. The category has a strong appeal to families, and 53% of consumers list ‘it’s fun for the kids’ as their primary reason for celebrating the event.”

“It’s important to stock bestsellers during key occasions like Halloween and Bonfire Night,” adds Errington.

“Jägermeister is a key spirit during Halloween. Sales of Jägermeister at Halloween rank just behind Christmas sales, so it is a key occasion for us. This year, Jägermeister’s Halloween campaign is called ‘Feel the Chill’, supporting our key messaging and perfect serve, which is a shot chilled to -18oC.” Meanwhile, Naomi Tinkler, category director at McCain, points out that once Bonfire Night comes around, a number of the supplier’s potato products can be ideal for those looking to celebrate at home.

“This shift to celebrating at home creates a great opportunity for brands to tap into mealtimes and provide a range of delicious food options that are easy to prepare so as not to detract from the main event,” she says.

“An important product for the Bonfire Night occasion is our Ready Baked Jackets, which has seen both positive growth in value and volume over the past year, and now is worth £38.5m to the frozen potato category every year.”

TOp tips Three suggestions for your store Manage risk Having special Halloween products is an important sales driver in the run-up to the occasion, but don’t over order – manage the risk by also stocking ‘season-neutral’ confectionery brands that will be popular after 31 October.

Meal ideas With more people celebrating at home, tap into the opportunity by offering meal ideas alongside confectionery, cakes and soft drinks.

Think about baskets Although confectionery is important at Halloween, think about where else you can stock Halloween-themed products, such as cakes, to make the most of the occasion.

CATEGORY ADVICE HARD SELTZERS

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CASHING IN ON HARD SELTZERS What are hard seltzers and how can convenience retailers profit from the category? PRIYANKA JETHWA explores this exciting new opportunity

WHAT ARE SELTZERS AND HOW BIG IS THE MARKET IN THE UK? HARD seltzers are alcoholic sparkling waters typically flavoured with fruit. They are low in sugar, carbohydrates and calories, designed as an alternative to beer, and a lighter, more refreshing option to wine.

The UK market is still in its infancy, and a conservative estimate would put sales of hard seltzers at under £25m. This is in stark comparison to the US market, where Mark Stammers, UK sales director at E&J Gallo Winery, states that the category is currently worth $1.5bn, projected to reach

$2.5bn by next year.

Hard seltzers currently contribute 47% of incremental growth to the total alcohol category in the US, with 26% of growth coming from traditional beer, 14% from spirits and 13% from wine.

Stammers adds that the popularity has been boosted by consumers increasingly looking to moderate their alcohol consumption without missing out on social events.

As such, brands like White Claw have taken the US by storm, having claimed 50% of

the alcoholic seltzer market by the end of last year.

Davin Nugent, chief executive officer at Mark Anthony Brands, the supplier behind White Claw, told Retail Express that if the US market is anything to go by, the UK is about to see huge demand for hard seltzers. “There is a definite opportunity in the UK for this type of success because the dynamics are the same: people want betterquality products that aren’t full of calories.

“We only started to list

White Claw in the UK at the beginning of June. In convenience, we currently have listings in Costcutter, Nisa, Filshill and Spar [in Ireland].

“We want to work with independents who are interested in growing their premium range and who are investing in future trends.”

top tips Three tips to get seltzers moving in your store Move fast As a new category, there’s a chance to get ahead of the competition by getting in on the trend early.

Stock with beer and cider Rate of sale is proven to be more effective here than with ready-to-drink (RTD) formats.

Promote your innovation Encourage customers to try seltzers by stocking them in a prominent location, such as opposite your till.

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HOW TO MAKE THE CATEGORY A SUCCESS WHILE the UK RTD market has been slow in innovation over the past few years, hard seltzers offer retailers the opportunity to capitalise on a growing segment with significant potential.

This is according to Matt Richardson, owner of Natrl, who adds: “Not all convenience retailers will establish shelf space early on, so there will be a first-mover advantage on those that invest upfront.”

Meanwhile, as alcohol consumption has increased during lockdown, seltzers too have experienced an “unexpected boom”.

“It’s not a case of replacing your go-to wine, beer or cocktail, but merely another drinking option for those looking to make smarter drinking choices,” says Mudassar Aziz, managing director at Island Bay Drinks.

He adds that convenience

stores are in a prime position to benefit from this market growth by offering their shoppers something that is essentially a “global trend”.

“Independents have already experienced an increase in RTD sales, and the addition of hard seltzers on their shelves will only serve to bolster overall sales, being competitively priced between £1.80 and £2.50 per can,” he explains.

MERCHANDISING RETAILER

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Atul Sodha, Londis Peverills, Uxbridge, west London

“I’VE been stocking Mike’s Hard Sparkling Water for quite a while now since Budweiser Brewing started to distribute it in the UK. “Initially, I wasn’t too sure how sales would fare, but quickly I started to gain loyal customers – I had one customer who used to buy 12 cans at a time. It’s something that once people try, they tend to stick to.

Plus, it comes in a 330ml can, which is a lot bigger than the standard 250ml RTD options.

“The category is unique itself as it doesn’t fit into anything else, and whereas I don’t think awareness has peaked in the UK, this in part may be due to the pandemic halting sales.

“At the moment, people see hard seltzers and aren’t too sure what they are, but once they try it, they become aware of all the flavours on offer – and the low calorie content – this alone makes it really stand out against other options.”

WHEN it comes to merchandising, Nugent advises that retailers in the UK should stock single cans of White Claw in the beer and cider chiller, and not by RTD options.

“In Ireland, stores that did this had 10 times the rate of sale compared to shops in the UK that are selling it next to RTDs,” he adds.

He explains that the reason behind stocking it near beer is that retailers shouldn’t treat this as a pre-existing category, but as a completely new alcoholic option in their

stores, and selling it as such will grow sales.

While it won’t detract shoppers from purchasing beer when putting it beside it, it will encourage them to also try something new, drawing in incremental sales.

“In the UK, we are launching Black Cherry, Natural Lime and Raspberry flavours with an RRP of £2.50 per can, and retailers should stock at least a minimum of two flavours.

“Which they chose depends on their demographic – if fruit cider sells well, then stick

Hibiscus, Strawberry & Pink Pepper, and Raspberry, Lychee & Rose varieties.

Abigail Whithair, innovation commercialisation manager at Accolade Wines, said blurring alcohol categories is becoming more popular. “Combined with an increased demand for lowand no-alcohol products, we’re confident that our light Rosé Seltzers will prove popular,” she adds.

ommends retailers place the drinks at end of aisle in the direction of the till to encourage last-minute purchases, typically where new product lines perform best.

Meanwhile, cross-merchandising is also important to encourage consumers to make quicker decisions and increase spend.

“Over the summer months, there will be opportunities to cross-merchandise with barbecue food,” says Stammers.

brands to Stock

Smirnoff Seltzer Raspberry & Rhubarb and Orange & Grapefruit RRP £1.80 Echo Falls Rosé Seltzer Blueberry & Hibiscus, Strawberry & Pink Pepper, and Raspberry, Lychee & Rose RRP £2

FLAVOUR TRENDS WHEN you look at the market and innovations from across the board – from Smirnoff to Echo Falls – there is a trend towards citrus and botanical flavours.

For example, earlier this year, Smirnoff launched a range of hard seltzers in Raspberry & Rhubarb and Orange & Grapefruit flavours, while most recently, Echo Falls tapped into the market with Blueberry &

with Raspberry; Black Cherry for those retailers with customers always on the hunt for something new; and Natural Lime if they sell a lot of spirits,” he suggests.

Richardson agrees, adding that while this has been a fiercely debated topic, it’s important that hard seltzers brands itself as a new category within the alcohol market.

“Simply moving it to the RTD section will likely make the speed of sale much slower.”

For those who find themselves with space, Aziz rec-

Island Bay Hard Seltzer Strawberry, Mango and Watermelon RRP £1.90 Richardson adds that, generally, popular RTD drinks in the market have typically been mixed with core citrus flavours, for example gin & tonic and vodka soda, so it makes sense for hard seltzers to start here.

“In addition to this, we are seeing a move towards more creative flavour combinations, from different flavours being mixed together, or premium

botanicals profiles. I think we will see a move towards the latter, as core players from overseas and supermarket own brands begin to saturate the lower cost points in the market,” he explains.

Natrl Lemon & Lime and Peach & Raspberry RRP £2.50 Barefoot Wine Seltzer Pineapple & Passionfruit and Strawberry & Guava RRP £1.80 White Claw Black Cherry, Natural Lime and Raspberry RRP £2.50 58 Gin Pink Grapefruit and Raspberry RRP £2.50

CATEGORY ADVICE HOT BEVERAGES

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PUTTING THE TEA IN OPPORTUNITY From turmeric tea to hot chocolate, and not forgetting coffee, TOM GOCKELEN-KOZLOWSKI finds out where the trends are in hot drinks

the stat

9.6%

The growth in hot beverage sales this year

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HOTTING UP WHETHER it is the result of months of lockdown anxiety or our current return to socialising and catching up with friends or family, sales of hot beverages are up by 9.6% year on year.

While suppliers differ on whether coffee, tea or other drinks are responsible for this growth, this strong performance is as good an argument as any for focusing on the category in the months ahead.

According to Tetley’s Hot Beverages Report, sales from the end of February to late-March

rocketed by more than 40% in the convenience channel as tea bags became one of the items – like loo roll and flour – that customers stocked up on. The report states: “After the initial rush to stock up, sales are settling down to normal patterns, but within convenience, tea sales have remained steady as shoppers continue to shop locally.”

According to Jacobs Douwe Egberts (JDE), sales of coffee have been responsible for 76% of the growth in sales of hot drinks, with the firm stating that a con-

tinued trend of bringing “out-ofhome coffee occasions in home”

will see double-digit category growth continue.

Bryan Martins, marketing and category director, Wessanen UK (Clipper Teas) “THE well-being trend has been around for a while, but now more than ever, people are realising the importance of looking after their physical and mental health. Tea is often associated with having a moment to rest and take a break, which is good for our mental health. Though there is also growing demand for teas that can offer an additional health boost from improved sleep, help with digestion or inflammation.

“Shoppers, for example, are also buying products with antioxidant properties, such as tea infusions containing turmeric or hemp.”

22 SEPTEMBER-5 OCTOBER 2020 betterRetailing.com

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STAYING IN IS THE NEW GOING OUT

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Des Kingsley, chief executive, Typhoo Tea

“COFFEE is a key part of many regular consumer journeys and, as commuting significantly reduced since the spring due to the impact of Covid-19, in-home coffee consumption is accelerating,” says Michael Haynes, category team leader at JDE. “As consumers look to recreate their daily coffee habits at home, this has led to a rise in quick and convenient formats that deliver speciality, coffee shop tastes.”

JDE brand Kenco has a number of instant sachet products

“BLACK tea is a staple of British life and is currently enjoying a resurgence in popularity with sales up 12.8%, versus 9.6% for the wider hot beverages category. With people spending more time at home due to Covid-19, millions of consumers have rediscovered their love of a traditional cuppa, and we’ve been working hard to ensure enough products are available to meet the surge in demand. To drive sales, retailers should make use of PoS to grab shoppers’ attention and bring them to the fixture. Stores can also increase spend by positioning tea by complementary products, such as bread, biscuits and milk.”

based on key coffee shop drinks, including Cappuccino and Latte. According to the firm’s research, Latte is the most popular coffee style for the morning (42.9%), followed

by Cappuccino (19%) and Americano (16.2%).

This transfer of hot beverage from out-of-home to inhome is one of the reasons why premiumisation is a major trend across the hot beverage category.

“The average tea drinker now wants more than just a ‘milk with two sugars’ kind

of experience – they know more about tea, they expect better quality and are happy to pay a bit more for it,” says Louise Cheadle, co-founder of premium brand Teapigs. “This explains why demand for premium-quality whole-leaf teas has grown, not only for black teas like your everyday English breakfast brew, but also green teas and herbal infusions. The rise of non-black teas also shows consumers trending towards healthy, natural products – especially among younger tea drinkers.”

ARE YOUR PODS UP TO SCRATCH? ANOTHER element of the premium market is the now familiar world of pods – 28% of households now have a pod machine, according to industry estimates. Nespresso’s George Clooney ad may still loom large in the collective imagination, but pods have now transcended coffee to find a home in the growing hot chocolate market.

“Hot chocolate pods are showing growth of 5.2% and a value of £19m,” says Michelle Frost, general manager at Mars Chocolate Drinks & Treats.

“Pods are popular with consumers and continue to grow ahead of the category. This innovation within the category is not at the cost of other hot chocolate products, but is at-

tracting new customers.”

Mars has developed Galaxy and Maltesers hot chocolate pods which are compatible with Dolce Gusto coffee pod machines and come with an RRP of £3.79 for eight pods.

To encourage shoppers to the category, create a striking display using PoS and shout about it on social media, too.

top tips

RANGING FOR SUCCESS WHILE there’s undoubtedly a lot of category innovation to catch up on in the hot beverages market, it’s worth remembering that, for many, this category is all about comfort and relaxation.

Des Kingsley, chief executive at Typhoo Tea, says that stores should therefore capitalise on the opportunities for added spend that these products provide.

“Increase basket spend by positioning tea or PoS by complementary products such as bread, biscuits and

milk, as tea buyers are more likely to top up with these products,” he advises.

This is another sign that suppliers think shoppers are ready to up their spend in the hot drinks market – whether with an impulse buy of some biscuits or with a premium option.

Shoppers actively looking to spend more? This might be a rare opportunity in the months to come and presents a good argument as to why this category deserves your attention.

Focus on availability The next few months look uncertain. Hot beverages are among the must-have products your customers will want in a crisis, so maintain high availability where possible.

Build a premium range Well-known brands are increasingly offering shoppers opportunities to trade up and say that customers are more than willing to do so.

Make your store a coffee shop replacement Customers are missing their coffee shop treats and this presents an opportunity to encourage them to trade up.

Search for big brand innovation From hot chocolate pods to barista-style experiences, the hot beverages market is seeing some exciting new formats emerge.

Encourage incremental purchases Whether it is a pack of biscuits to take home or an on-the-go snack, good merchandising can mean adding important extra spend.

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‘IT’S IMPORTANT TO HAVE THAT SAFETY NET’ THE RETAIL EXPRESS TEAM speaks to three retailers about how they’ve invested government support to protect their stores

THE PROBLEM The government issued a support package including loans and grants to help small businesses cope with the challenges of Covid-19. Here, we look at how retailers are investing that support to safeguard their businesses

1

Aman Uppal, One Stop Mount Nod, Coventry, West Midlands

“STRAIGHT away, we invested money from the small business relief grant into PPE and sanitiser so we could continue to trade safely – this included getting a Loco Soco sanitisation unit to make our staff and customers feel safe.

“We also invested in stocking up on the products we’d seen a surge in demand for, such as �lour, so we could continue serving the community without disruption. Elsewhere, we’ve seen that shopper trends are changing, so we put some of the funds towards additional freezer space, and ahead of the summer we got our fridges serviced so we’d be certain they’d be reliable.

It was all about working out what we needed immediately, and areas we might struggle with further down the line.

“We’ve kept some aside for contingency. With signs the Midlands could go back into lockdown, it’s vital to have it there so we can continue through whatever comes next.”

Staff member at Sweet News in Orpington

2

Vince Malone, Premier Tenby Stores & Post Office, Pembrokeshire

“I APPLIED for and successfully received a business interruption loan offered by the government during the initial stages of the pandemic, to help offer more safety and security when running my store. The government was covering the interest, so there was no major cost impact to us.

“At the time of receiving the loan, we were about to open a new store and that obviously involved costs with re�itting and getting it all set up. There were a few disruptions which delayed the opening of the store, but it has now opened.

“However, we decided not to touch the loan at all unless absolutely necessary. It’s just important to have that safety net there just in case we needed it, especially during what is such a challenging period caused by the coronavirus pandemic. As we don’t have to pay any interest on what we have borrowed, we can easily just give the loan back when the time comes.”

3

Anita Nye, Premier Eldred Drive Stores and Sweet News, Orpington, Kent

“WE also run a party shop on the same parade as our two stores.

We had to temporarily shut that business down once lockdown hit, and so we applied for the business rates grant.

“We basically used that money to ensure that the party shop survived, so quite a big chunk went to paying bills and other overheads. However, we were also keen to avoid having to furlough anybody. As the convenience store was getting much busier, having the grant money meant we could temporarily transfer some of the party shop staff over. It kept them working, and gave us some much-needed support.

“We didn’t want to take out a loan, as it seemed too big a risk.

Even though the government guaranteed it, we would have had a problem if we couldn’t reopen the party shop. Ultimately, the grant was a lifeline, saving one shop while also giving us extra staff for the convenience store.”

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