Retail Express - 20 April 2021 by BetterRetailing

INSURANCE CLAIMS LIMBO • Firms drag heels on Covid-19 payouts to independent retailers • How struggling stores can fight back and win compensation

20 APRIL-3 MAY 2021 STRICTLY FOR TRADE USERS ONLY

RETAINING CUSTOMERS

ILLICIT TOBACCO

OPPORTUNITIES IN COFFEE

Stores urged to focus on their communities to continue driving sales post-pandemic

Police shut down two independent stores for selling illegal cigarettes

How convenience stores can use coffee to add another point of difference

P32-35

Ramadan Mubarak

Wishing you and your family a blessed Ramadan from the team at Retail Express

FORECOURT FOCUS

Tips to reduce wastage and improve sustainability in store P17-23

FORECOURT FOCUS UK new car market back in growth

September, higher than in avenue month for sales.” 126,850, a Electric this overall struggle the last best plug-in from 132,256 to Despite N Hawes said: “New DARYL WORTHINGTO car registrations, models are already help4.1% drop. from for new The growth came year- plug-in vehicle demand con- ing drive a recovery, but to since strength FOR the �irst time UK’s a 28.7% and 18.6% tinues going from the increase in �leet to strength. Battery eleclast August, is in on-year s, plug-in hynew car market to data and business registration tric (BEV) and took growth, according Motor respectively. (PHEV) vehicles brid the of been market share from the Society “The past year has and Tradhistory a combined Manufacturers toughest in modern sector of 13.9%, 7.3% up on 2020. inBEVs automotive of s ers (SMMT). the new and been Registration 88.2%, and Nearly 30,000 more like many others, by registered has, Mike Hawes, creasingby 152.2%. vehicles were to hit hard,” said PHEVs efchief executive. during March compared “Despite the ongoing last year. SMMT showwhen the same month “However, with is fect of the pandemic, the United car sales, opening, there March 2020 saw it comes to electric �irst lock- rooms Kingdom enter its to Cov- optimism that consumer March was a remarkable and hence the best sindown in response s con�idence – month – it was the new id-19, seeing registration market – will return. see re- gle month for sales of fall by 44.4%. “We know we will next zero-emission electric cars 10-yearly the to growth ng Compared beating last Deregistra- cord-breaki April 2020 was on record, given less than 100 average for new to 2019 month sus- cember by tions from 2010 washout, but a strong, said RAC spokesman a sales,” 2021 of 450,189, March with tainable market is possible Rod Dennis in response to down, to the was still 36.9% if customers respond of- the SMMT �igures. also 283,964 units registered. r choice and competitive “Plug-in hybrids industry provides sharply rose in popularity, Despite the year-on-yea s this fers the growth in registrationof pri- within the safest of show- with the number sold 40% ts.” March, the number fell, room environmen vate purchases actually

20 APRIL-3 MAY 2021 STRICTLY FOR TRADE USERS ONLY

ent’ ‘No means of paymcrime two-thirds of fuel

boosted How this forecourtp18 customer loyalty

and that means, above retail con- needs the charging infraconvince more that the switch, all, is there where sumers to make these structure they they must be assured need it, and when s will be they new technologie driving need it.” convenient for their

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h of Fifth straight mont fuel price increases

seem a lit“Pump price rises rose at the moment, and diesel prices to Petrol- PETROL�ifth month in succes- tle unrelenting the �ifth sucfor the Dave 129.9p, according with March being with both fuels where prices MAYOR of Bedford Prices.com. petrol sion in March, they cessive monthRAC fuel spokesby a quarter, reports Hodgson has written to petrol On 7 April, four were now costing the same as payment’ are down have went up,” said urging ‘NO means of drive-off incidents stations in the borough prices, stations in Bedford did in February 2020. to RAC man Simon Williams. now account of BOSS executive their for (NMOP) incidents the 129.9p price, fuel fallen by 60%. Eastwood says them to reduce That’s according “This is very frustrating with charging multiples, petrol Kevin for two-thirds of forecourt be more in line Watch, which says while three, all who are now starting the British director a signi�icant and Keynes. the lowest Fuel rose by 2.7p, and diesel drivers with crime, according to (BOSS). the �igures mark were charging was Milton their vehicles more prices to use BOSS to Syndicate when according from Oil Security The move, of 124.9p. of the national lockof all fore- change in the 1990s and came in price Today: by 2.4p. ly In February, 67% RAC says the easing Hodgson’s website, Hodgson told Bedford to BOSS founded They’re unfortunate Combined, the court crime reported The av- drive-off incidents “dominat- response to prices in Bedford “There can be no justi�ication to a 10% in- down. the effects of the rise the rises amount No- suffering high for unleaded for this price difference and I were NMOP incidents.incidents ed” forecourt crime. fuel prices that in fuel prices since major- remaining to those stations crease costs in wholesale February, which erage value of these “This shows the , the in have written to petrol asking vember, meaning it now are petrol in comparison place took comparison incidents By Keynes. Milton is £59.50. Borough more to �ill a 55-litre led retailers to increase their inci- ity of fuel-theft a motorist in nearby 9 April, prices for in Bedford prices so £6.68 average value of drive-off taking place after As of than it did in No- forecourt prices almost daily them to reduce their have petrol car �ill up and entered the unleaded in Milton Keynes dents is £38.77. residents do not and £6.29 more to last month.” a drop has �illed have to 126.9p local those in Mil- vember, Lockdown has seen fore- store, either claiming to diesel car. throughout ranged from 116.7p to pay more than an equivalent-sized to pay or just not – however, in Bedford they in incidents, however, Keynes.” be- no means ton get 30% they and falling when 124.9p for fuel court crime were between and Febru- paying tween December incidents to the cashier,” said Eastwood. ary. While NMOP

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

profits?

INSURANCE CLAIMS LIMBO • Firms drag heels on Covid-19 payouts to independent retailers • How struggling stores can fight back and win compensation

P3 RETAINING CUSTOMERS

ILLICIT TOBACCO

OPPORTUNITIES IN COFFEE

Stores urged to focus on their communities to continue driving sales post-pandemic

Police shut down two independent stores for selling illegal cigarettes

How convenience stores can use coffee to add another point of difference

P32-35

our say

Megan Humphrey, editor

Preparing your store for a Covid-free world THE next stage of Boris Johnson’s lockdown exit plan is upon us, finally. On 12 April, outdoor dining, non-essential shops and hairdressers were able to reopen after four long months of being shut. On that morning, I went for a run and there was an air of excitement as I witnessed café workers line the streets with tables and chairs. However, I know for independent retailers the date was met with apprehension. It’s hard to tell what impact this will have on sales, but I’m fairly confident it will be area dependent. As a London resident myself, I’m over the moon for the newsagents located in the West End, who will be treated to busier streets and a well-deserved pick up in trade. I know it can be easy to get caught up with worry – after all, we are still living in unprecedented times – but don’t forget how far you’ve come. Last week, the ACS’ Summit 21 panel discussed how retailers had been able to reinvent themselves when there was CONTINUE a need during the coronavirus TALKING outbreak. There is still opportunity to TO YOUR continue doing this even though CUSTOMERS they’ll face fewer restrictions. Continue talking to your customers and find out what it is they’d like to see in your store post-pandemic. This will give you an insight into localised trends, and help you get a better grasp on what your customer base wants. This is also likely to keep sales steady, and alleviate any concern of being beaten by competition.

The five biggest stories this fortnight 01

Stores told to focus on local trends after pandemic

MEGAN HUMPHREY INDEPENDENT retailers wanting to retain customers earnt during the pandemic must focus on “delivering what people want”, according to Spar UK’s managing director. The comments came at the ACS’ Summit 21 last week. Speaking at the virtual event,

Louise Hoste praised the efforts of independent stores last year for being able to “reinvent themselves”. Basket size grew across the Spar estate by £30 last year, and in response the symbol group launched 100 new brands and created new categories speci�ically for convenience. “Retailers wanting to retain

customers must ful�il the bigger-basket mission,” she said. “By increasing dine-in solutions, customers will �ind it easier to decide what they want for dinner, and will be likely to return out of ease.” She went on to stress the need for stores to promote their value credentials. “Value is going to be important throughout the next year, so

show how you’ve lowered prices,” she said. “Exploiting meal deals and eating-athome options can help you do this.” Hoste added: “Retailers must keep developing their proposition in a post-pandemic environment. Think about the trends in your local area and incorporate them into your store.”

FOR MORE TIPS ON HOW YOU CAN HELP RETAIN CUSTOMERS EARNT DURING THE PANDEMIC, SEE THE STORY TO THE RIGHT @retailexpress betterRetailing.com facebook.com/betterRetailing Editor Megan Humphrey @MeganHumphrey_ 020 7689 3357 Features editor Charles Whitting @CharlieWhittin1 020 7689 3350 Insight reporter Tamara Birch @TamaraBirchNT 020 7689 3361 Editor in chief (maternity cover) Tan Parsons 020 7689 3353 Digital content editor Jody Porter 020 7689 3378 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 Features writer Jasper Hart 020 7689 3384 @JasperAHHart 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 Account director Natalie Reeve 020 7689 3372 Account manager Adelice Tatham 020 7689 3366

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

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

Digital age ID

RETAILERS can apply to trial digital age-veri�ication for alcohol in their shops. Store owners have until 31 May to apply for the Home Of�ice trials, which could use methods such as age-veri�ication through a mobile phone for in-store purchases, click &

collect and home delivery. Age Check Certi�ication Scheme chief executive Tony Allen said the method could help reduce antisocial behavior and human error associated with traditional forms of ID, such as passports. To read the full story, go to betterRetailing.com and search ‘digital’

New parcel collection

INDEPENDENT retailers have been targeted by a new parcel collection company for the expansion of its locker network. Lockars intends to roll out 25,000 self-service lockers throughout the UK, starting with 1,000 sites in London.

Like Amazon, the network will enable customers to pick up or return parcels from designated Lockars sites based at participating convenience stores. A space measuring one metre in width and three metres in length can �it up to 60. To read the full story, go to betterRetailing.com and search ‘Lockars’

Account manager (new business) Jimli Barua 020 7689 3364 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.

School meals boost

INDEPENDENT retailers must be an option for free-schoolmeal-vouchers redemption points, a government committee has urged. The Environment, Food and Rural Affairs Committee launched a follow-up inquiry into the handling of food sup-

ply after the third lockdown. The report said: “We were critical of the national voucher scheme, particularly the exclusion of discount retailers and convenience stores. It is important families have the �lexibility to meet their speci�ic needs and preferences.”

Alcohol fines drop

THE number of �ines issued to shops and wholesalers for breaches of the alcohol wholesale registration scheme (AWRS) dropped by nearly two-thirds during lockdown. Freedom of Information requests by Retail Express’s sis-

ter title, RN, found �ive �ines totalling £7,100 were issued between 1 April 2020 and 31 January 2021. In the year ending 1 April 2020, 17 �ines worth £28,425 were issued. Wholesalers being refused the right to sell alcohol per year rose by 50% to 270.

@retailexpress facebook.com/betterRetailing

20 APRIL-3 MAY 2021 betterRetailing.com

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

Stores caught up in insurance payout delays MEGAN HUMPHREY INSURANCE providers are failing to cough up compensation owed to retailers for closures during the pandemic, according to experts. Last June, a test case was led by the Financial Conduct Authority (FCA) examining whether wordings used in insurance policies covered closures and business disruption during the �irst national lockdown. The companies included were Arch Insurance, Argent Syndicate Management, Ecclestical Insurance Of�ice, MS Amlin Underwriting, Hiscox Insurance Company, Royal & Sun Insurance and Zurich Insurance. Despite the �irms appealing the decision to the Supreme Court, the judge remained in favour of small shops in a ruling at the start of this year. This meant small stores with the above providers that suffered a loss of trade due to the pandemic could claim for losses, subject to policy limits. Those previously denied claims were also entitled to compensation. At the time, it was expected the news would provide a lifeline for struggling businesses and have rami�ication for policies not explicitly covered in the case. However, since, retailers have reported issues receiving compensation, as well

as a lack of communication from providers. Capital Law solicitor Catrin Povey told Retail Express the company is dealing with a couple of hundred unresolved claims. When asked what is causing the delay, Povey said: “Some insurers have been great and paid out immediately, but some are requesting accountancy documents because they want to speci�ically calculate losses. “The test case didn’t cover every single policy, so although some wordings were an exact match, a lot of them weren’t. This is holding things up because it takes so much time to go through, which isn’t helpful to retailers.” One retailer, who wished to remain anonymous, only recently managed to secure a £10,000 payout. They told Retail Express: “It’s taken four months for me to get the compensation I rightfully deserve. I couldn’t believe my claim was rejected in the �irst instance. I was told I wasn’t entitled to anything initially because I wasn’t forced to close and there was access to my premises, when in fact this was not the case. “My advice to stores would be to not give up �ighting. It has been a huge stress for me to continue proving the circumstances, but it was worth it in the end.” Povey con�irmed retailers are entitled to an upfront payment from their insur-

express yourself “WE had a £10,000 robbery when the last PCC was elected. There was a witness who identified the suspects, but nobody was arrested. When I report a crime, all I get is a reference number. The only visits following crime are to see my external CCTV for unrelated incidents, which I now refuse on principle. Every crime reported needs a visit and we need to see there’s a strategy for dealing with crime. Until then, there’s no trust.” Panna Patel, Star News, Nottingham

GOOD WEEK TIK TOK: A new online trend – the corner shop pub crawl – is delivering sales for local retailers. Users of the social network TikTok are meeting up with friends to tour local shops buying an alcoholic drink from each one. Retailers reported success in advertising their alcoholic ready-to-drink cans to attract the site’s users. Go to betterRetailing.com and search ‘TikTok’ for the full story SPAR ROCKET: Retailer Baz Jethwa reported a successful launch of his Rocket Eats intergalactic US diner concept within his Spar Rocket store in Bolton. Jethwa is serving up a unique range of space-themed pizzas, burgers, shakes and dessert, and hopes to make a franchise version of the concession available to other retailers. Go to betterRetailing.com and search ‘Rocket Eats’ to see inside Jethwa’s store

BAD WEEK

ance provider until the full amount can be issued. “Retailers who have been told they are set to receive compensation should’ve already been issued an interim payment until the full sum is sent,” she said. “But if they haven’t, I recommend pushing for this.” When asked how struggling stores can improve their chances of securing a pay out, Povey said: “Retailers can complain to the Fi-

the column where you can make your voice heard

nancial Ombudsman Service (FOS) to get their dispute settled if they aren’t happy with the result. “This is free for the policy holder, but the insurance provider is likely to not want this because they have to pay if a case involving them is handled by FOS. If this is a route a store owner wants to go down, they must complain directly to their provider �irst.” She went on to stress the

importance of ensuring any correspondence is in writing. “It’s hard to speak to anyone on the phone, and sometimes they aren’t recorded,” said Povey. “It’s always best to get a conversation in writing that you can refer back to.” If you are experiencing difficulty in securing compensation, call Retail Express on 020 7689 3357 to secure free legal advice

WARBURTONS: The family baker has again pulled the plug on important convenience lines. Price-marked packs (PMPs) have been temporarily suspended, with the brand cutting the price of its nonPMP lines in order to avoid inflation in stores as independent shops switch to the nonprice-marked versions. Go to betterRetailing.com and search ‘Warburtons’ for the full story PET FOOD: Pooches are lacking pouches as a result of a pet food shortage, according to major suppliers including Mars Petcare. Availability issues were reported by different symbol groups, which brand owners blamed on lockdown’s petpurchasing boom.

How would you like your new police and crime commissioner (PCC) to tackle retail crime?

“IT became apparent things were changing when I saw something I hadn’t seen before on my rates bill. For the first time, the breakdown of how our tax revenues are spent had an allocation for ‘working to prevent shoplifting and abuse towards shop workers’. Our current PCC’s trial in improving reporting of crimes with Co-op is fantastic, but I hope to see it expanded into independent shops. All too often we’re viewed as soft targets.” Navin Patel, Southern Cross Stores, Brighton

“WE would want a lot more collaboration with us and other retailers in the area to understand the issues and difficulties we face. It’s not treated the same as other types of crime. It’s seen as something that happens, rather than something to be tackled, when actually shop theft is often the doorway to bigger incidents. We need a PCC who understands the importance of nipping retail crime in the bud.” Amrit Singh, Nisa Local High Heath, Walsall

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

Amrit Singh

NEWS

MEGAN HUMPHREY TWO convenience stores in Cheshire have been shut down by police after being caught selling illegal cigarettes. Police raided the International Minimarket and Tymbark Shop in Warrington, alongside a �lat. Of�icers seized approximately 50,000 packets of fake cigarettes and around 3kg of counterfeit

roll-your-own tobacco. In response, JTI’s �iscal & regulatory affairs manager, Ian Howell, told Retail Express: “It’s reassuring to see Warrington Local Policing Unit taking meaningful action and active steps to crack down on the illicit trade. “Research by JTI last year found that 34% of smokers in the north-west had bought cigarettes or hand rolling tobacco that was not in the

plain packaging required by UK legislation.” He reinforced the importance of retailers reporting the sale of illicit tobacco. “We know that many retailers feel reports fall on ‘deaf ears’ and that ‘nothing ever seems to happen’,” said Howell. “However, as this investigation shows, enforcement action like this is taking place and the criminals depriving honest retailers from legiti-

mate sales are being brought to justice. Ultimately, by encouraging more people to report suspicious activity to the relevant authorities, retailers can help protect their local communities and drive sales.” Retailers who suspect illegal tobacco is being sold nearby should call HMRC’s Fraud Hotline on 0800 788 887, Trading Standards on 080 223 1133 or Crimestoppers, anonymously, on 0800 555 111.

JOIN NISA

their retail offering. Helen Lawrence, owner of the King’s Head in Cacklebury, East Sussex, said: “Running the shop is very time-consuming and it’s hard to know if we will continue once we reopen. If people want it, we’ll try to accommodate them.”

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Future of pub c-stores PUB landlords operating convenience stores during the pandemic are to decide whether they continue in the coming months. Mypubshop launched in spring to help pubs switch to retail during lockdown. The scheme ended in July, but some pubs continued

O T S N O REAS £

Photo credit: Google Maps

Stores closed for illicit tobacco

#JoinNisa | 0800 542 7490

NIS_NIS45173_FEB_TP_DB_Retail_Express_Mini_Page_240x172mm_210006.indd 1

25/01/2021 16:05

‘PAINFUL’ PERIOD FOR POST OFFICE

THE Post Office (PO) has described the past year as “extraordinarily painful” in its latest annual report, amid the Horizon scandal. The comments come after Court of Appeal hearings in March found PO staff shredded Horizon till system reports that could have proved the innocence of subpostmasters convicted of fraud. Chief executive Nick Read said: “There is, and has

been, a divide in the way the business operates, borne of a misunderstanding of the relationship between the PO and postmasters.”

Home delivery tie-up A NEW deal between wholesale group Unitas and Appy Shop is helping retailers to launch a home delivery service. Unitas Wholesale trading controller Steve Hodson said the move comes following changing shopper habits throughout the pandemic.

“As customer behaviour continues to change, particularly in light of the pandemic, providing stores with the technology to offer these types of services to their customers is vital in the convenience channel, and also to create a differential versus local competition,” he said.

PRODUCTS

20 APRIL-3 MAY 2021 betterRetailing.com

Paid feature

New Lucozade Zero can format PRIYANKA JETHWA SUNTORY Beverage & Food GB&I has launched its Lucozade Zero range in a 330ml can format. On sale now, its Tropical and Pink Lemonade varieties will come in 65p pricemarked cans. The Lucozade Zero range is currently worth £21m, and the supplier said the opportunity for retailers created by low- and no-sugar soft drinks is huge. It added more than half (58%) of the total soft drinks volume sold is made up of low- and no-sugar drinks, and over the past few years, shoppers’ spending on zero-

and low-sugar drinks has increased by 33% and 29%, respectively. The launch of the new format also taps into the continued growth in the popularity of cans. They are the second-largest format in soft drinks, with sales growing by 17%. Zoe Trimble, head of Lucozade Energy at Suntory Beverage & Food GB&I, said the cans offer retailers an opportunity to attract shoppers to the Zero brand. The format, alongside the recent launch of the Tropical �lavour, will be supported by a marketing campaign spanning digital, outdoor and social media advertising.

Alpesh Mistry Sales director, Suntory Beverage & Food GB&I

How to unlock a £1bn soft drinks opportunity

Two new Carb Killa ice British cider time creams from Grenade with Thatchers GRENADE has launched its �irst high-protein ice cream bars, available now through company-owned Blakemore convenience stores. Carb Killa Ice Cream contains more than 6.5g of protein, less than 1.7g of sugar and 120 calories per bar. It comes in White Chocolate Cookie and Peanut Nutter varieties with an RRP of £5 each, and is designed as a post-workout snack, being suitable for vegetarian diets. White Chocolate Cookie comprises vanilla protein ice cream with chocolate sauce, topped with a layer of chocolate cookie crumb. Peanut Nutter comprises caramel protein ice cream with a cara-

mel sauce, topped with a layer of roasted peanuts.

COCA-COLA European Partners (CCEP) has announced the return of its #WhatTheFanta campaign to support the launch of its new ‘mystery’ Fanta �lavour. The new blue-coloured variety comes in 500ml and 2l formats, and contains zero sugar. To unveil the �lavour, consumers must scan the QR code on-pack to reveal interactive online clues. Retailers will also have access to PoS available via the

supplier’s trade website. Simon Harrison, vice president of commercial development at CCEP GB, said: “Our Fanta zero-sugar range is worth more than £68m, which has in part been fuelled by the demand for our zero-sugar �lavoured varieties. Our most recent launches – Fanta Raspberry and Grape – are now worth £12m combined, with Raspberry delivering £4.5m in sales in its �irst year.”

Coca-Cola launches #WhatTheFanta

THATCHERS Cider has unveiled a new TV campaign for 2021, ‘British cider time’. The campaign will advertise its ciders, including Gold, Haze, Rosé and Cloudy Lemon varieties, in a series of ads, all supported by video-on-demand. This will also include an individual billboard campaign for its Haze variety, and a ‘The holiday makers’ campaign, as single households can now take domestic holidays together. As part of this, the supplier will also launch a six-sheet campaign across south-west England and south Wales throughout the summer.

Golden hour for Bombay Sapphire BOMBAY Sapphire has added to its Special Editions range with the launch of a Sunset variety, on sale via wholesalers now with an RRP of £23. The gin is designed to encourage consumers to experiment with cocktail-making at home, and contains turmeric, cardamom and mandarin �lavours. It has an ABV of 43% and the supplier said it is suited as an aperitif (a pre-meal drink), and can be merchandised alongside tonic and oranges. Natasha Curtin, global vice president at Bombay Sapphire, said: “As the global gin boom continues to thrive, we remain dedicated to championing creativity within our products.”

SHOPPER buying habits have changed. We know that one in four1 shoppers are consuming more soft drinks, and that £143m1 has been added to the category through increased multipack sales during lockdown – and the rise of inhome consumption is set to continue. It is crucial retailers make room for products that cater for changing habits to continue to see category growth. With this in mind, we launched our updated category vision for 2021, showing that retailers who take advantage of key purchasing occasions can grab their share of more than £1bn over the next five years. Our new category vision breaks down the soft drinks category into four consumer need states. Each of these is based on insights that highlight the headroom for growth and relies on three simple focuses: the right pack, in the right place, for the right occasion. By focusing on this strategy, each of the UK’s 46,3882 convenience, symbol and unaffiliated independent stores can unlock potential sales of more than £8,5003 in soft drinks sales. The four need states are enjoyable refreshment, uplift & energise, special moments and positive choices. Retailers can take simple steps to cater for these to drive sales: • Inspire shoppers to consider a drink at key moments throughout the day by offering ‘meal for tonight’ options and flagging cross-category purchases. • Create a destination aisle to cater for those with sporting and active lifestyles. • Encourage shoppers to choose a favourite soft drink when taking time to enjoy a treat, or by enhancing mealtimes. • Help shoppers find more balanced and natural drink choices, with a positive force on society. We are really looking forward to continuing to work with our retail partners at every step to help unlock this huge potential growth. To find out more, get in touch through Twitter at @SuntoryBF_GBI

Dunnhumby data, w/e 18.10.20 ACS Local Shop Report 2020 3 IRI data, 2020: Symbols & Indies account for 15% of the market; Convenience accounts for 19.5% of the market 1 2

PRODUCTS

Grow your cigar sales by 22% CHRIS DILLON RETAILERS can increase their cigar sales by 22% by ensuring the brands representing the top 10 cigar lines are always available. A survey of 110 retailers representing 125 shops, commissioned by Scandinavian Tobacco Group (STG) and conducted by Newtrade Insight, found the average independent retailer sells £2,291 of cigars a year. However, retailers that report always having Signature, Hamlet, Castella and Henri Wintermans available have average annual sales of £2,808 – a 22% increase. The research also identi�ied many retailers are still

not seizing the opportunity presented by menthol cigars. STG country director Alastair Williams said: “Retailers ignore cigars at their peril. It’s still a £200m category and the big cigar brands remain great drivers of footfall into store and pro�it into tills. “This research demonstrates that while some retailers are getting their cigar offer right, others could do with an update of their shelf space to include the bestselling brands. “Nearly one-third of the respondents said they didn’t stock Signature, which is the UK’s bestselling cigar brand and should be the �irst one on the cigar shelf. Making a few changes could have a big impact,” he added.

Watermelon & Lime join Old Mout range HEINEKEN has bolstered its Old Mout range with a Watermelon & Lime variety, following the launch of its Pineapple & Raspberry �lavour in 2019. The brand currently ranks as the number-two premium �lavoured cider brand in the off-trade, and hopes with the latest variety to tap into the growing popularity of exotic cider �lavours. The launch will be supported by social media advertising across Facebook, Instagram and YouTube throughout summer, as well as in-store PoS kits. Driving trial, the new variety will also be present

at multiple festivals this year, including Isle of Wight and Boardmasters, alongside a summer sampling campaign with Deliveroo.

sponsored

Win £144-worth of Riot Squad stock RIOT Squad has partnered with Retail Express to offer 100 convenience retailers the opportunity to sample its award-winning range of Hybrid Nicotine Riot Salts. Each retailer will receive a sample case worth £144. The range contains hybrid nicotine – a unique and innovative blend of nicotine freebase and nicotine salts. The combination of the freebase and nicotine salt gives the most realistic alternative to cigarettes to help people stop smoking successfully. The range was also awarded the ‘Best To enter, head to betterRetailing.com/ competitions

Salt’ range at the Ecigclick awards 2019 and 2020.

Monster HydroSport’s new partnership MONSTER HydroSport has announced that it will become an of�icial partner to England Rugby League’s men’s, women’s and wheelchair teams. The partnership will see Monster HydroSport launch an on-pack promotion giving consumers the chance to win tickets, and will be supported

Lucozade launches £10m campaign SUNTORY Beverage & Food GB&I has invested £10m in a new campaign for Lucozade, ‘It’s on’, intended to reach 97% of the population. It will span TV, video-ondemand and social media, alongside outdoor and targeted mobile advertising. The TV ad titled ‘Hula’, which is live now, features a

person with Lucozade Energy in their hand dancing to popular hip-hop song ‘Here Comes the Hotstepper’. The ad will also showcase Lucozade Energy’s new transparent bottle sleeves, with the wider campaign set to feature the full Lucozade range with bespoke ads for its Zero and Revive varieties.

KP Snacks ‘KPows’ onto TV screens KP Snacks is investing £2.5m in its core brand KP Nuts with the launch of a new campaign, ‘KPow!’. It sees KP Nuts make its �irst appearance on TV in three years with two new ads. Running from now through to December, it looks to highlight the products’ taste and drive awareness of its range of �lavours. Using animation, ‘KPow!’ has a modern and updated feel, making the brand more relevant to a younger audience. As younger consumers in the nuts category overindex in bold �lavours, the ads emphasise on a ‘�lavour hit’ that KP Nuts offer. It will be supported by TV, video-on-demand, outdoor and social media advertising.

by in-store PoS and activity to help retailers tap into the excitement in the run-up to the tournament. Monster HydroSport branding will also feature on the shirts of all the England players in the build up to, and during, the World Cup, which will take place in England, to raise awareness of the brand.

Trivento to work with Channel 5 CONCHA y Toro has announced a new partnership between its Argentinian wine, Trivento, and Channel 5. This will involve 10-second clips from the brand’s ‘Real life bold discoveries’ campaign played across the channel, with the campaign also returning to other mainstream networks, including Channel 4, ITV and Sky, with a 20-second ad until 9 May. The supplier’s marketing manager, Preety Johl, said Trivento has grown by 76% in value in the past year, with household penetration now at 7.4%.

Lifebuoy teams up with England Cricket UNILEVER has announced a multiyear partnership between Lifebuoy and England Cricket ahead of the start of the new season. As part of the new partnership, Lifebuoy will become the of�icial hygiene partner and of�icial community cricket hygiene partner of England Cricket and ECB’s competition, The Hundred. In partnership with ECB, all recreational cricket clubs across England and Wales

will be able to apply to receive a free ‘ECB hygiene bundle’ pack as part of the drive to help cricket return safely. The partnership includes branding at all England home internationals. Lifebuoy will also provide products to all international England teams at matches and hotels, and will support All Stars Cricket and Dynamos Cricket, �irst class counties and county cricket boards.

20 APRIL-3 MAY 2021 betterRetailing.com

Bendicks launches dark chocolate Mint Fondants BENDICKS has added Mint Fondants to its range, featuring soft peppermint fondant with 50% dark chocolate. The launch aims to tap into the growing trend for premium options as more shoppers buy dark chocolate, allowing retailers to encourage trade up in the after-dinner mint category. Dark chocolate is one of the biggest-growing

trends in confectionery, with value sales up by 23% in the past year. The supplier said it expects Mint Fondants to drive further growth to the boxed chocolate category, especially following a successful year for Bendicks, which experienced a 3% growth ahead of the declining category in 2020.

Jam Shed launches its first Chardonnay

Cadbury Dairy Milk Caramel’s new PMP MONDELEZ International had made its Cadbury Dairy Milk Caramel single bar available in a new 60p pricemarked pack (PMP). The supplier said more than a third of all bars in independent and symbol stores are Cadbury bars, and they sell at a rate of

two per second, putting the brand in a “prime position to deliver growth for the singles category” with the new addition. As well as this, Caramel is the bestselling Cadbury Dairy Milk �lavour. Research shows PMPs offer a number of advantages

for shoppers and retailers, and therefore are an important part of a store’s offering, generating a perception of better value, convenience and trust from their shoppers. Cadbury Dairy Milk singles PMPs achieve a better unit rate of sale than their non-PMP counterparts.

ACCOLADE Wines has launched the �irst Chardonnay under its Jam Shed brand, coinciding with the return of its ‘Win your jam’ neck tag competition. The competition returns following the success of last year’s activity, which had more than 200,000 entries and helped Jam Shed to become the UK’s eighth-largest Australian wine brand. To further capitalise on this and maintain its position as the 25th-biggest wine brand in the off-trade, Jam Shed is adding 2.5 million neck tags to its range. A total of 10,000 prizes are available as part of the promotion, including Jam Shed Jam Jars, £1 off next Jam Shed purchase, and gift cards redeemable for takeaways on Deliveroo, movies on Rakuten or music on Google Play. Running until 31 August, the competition will be supported with in-store PoS, as well as a digital campaign.

Barefoot on Tap in a box BAREFOOT has launched a new boxed-wine, Barefoot on Tap, available in 1.5l formats in Pinot Grigio and White Zinfandel varieties. With an RRP of £12.50, the boxed wine is designed to appeal to consumers who are looking for refreshing wines for summer in a convenient, eco-friendly and slightly larger format (each box is the equivalent of two bottles). Barefoot on Tap aims to build on the success of the bag-in-box category, which has seen 32% growth in value over the past 12 months. The wine has a lower carbon footprint than glass bottle alternatives, and because the wine is sealed in an

airtight bag, it stays fresh for longer once opened because it is not exposed to oxygen. The launch of Barefoot on Tap will be supported by a marketing campaign that includes social media and in-store activity.

Pack is for illustration purposes only. **Nielsen RMS, Mints Total Coverage Excl Discounters Data to WE 02.01.21 *UK & ROI, 18+ only. 15/04/2021 – 21/05/2021. Internet access required. Purchase any Trebor product, visit www.trebor.co.uk (UK residents) or www.trebor.ie (ROI residents), fill in the online form & upload an image of the Trebor logo from your pack to find out if you’ve won. Grand Prize: 1 x £10,000/€. Runner Up Prizes: 37 x £100/€. All winners will also receive a pack of limited edition 100 extra strong mints. Retain receipt to claim. Max 1 entry per person per day. Max 1 Runner Up Prize per person. New purchase required for each entry. Visit website for full T&Cs & prize details. Promoter: Mondelez Europe Services GmbH – UK Branch with registered office at Cadbury House, Sanderson Road, Uxbridge, UB8 1DH.

PRODUCTS

New biscuit trio from Jacob’s PRIYANKA JETHWA PLADIS has launched a trio of limited-edition Jacob’s Mini Cheddars playing on classic British cheese �lavours. The new range includes Ploughman’s Cheshire Cheese, Strathdon Blue Cheese and Dragon’s Breath Chilli Cheddar varieties – spotlighting different regional cheeses from England, Scotland and Wales. The three varieties will come in multipacks containing six individual 25g bags at an RRP of £1.79. Packaging will be recyclable through Pladis’ partnership with TerraCycle. Retailers will also have access to in-store PoS

with the brand promoting the biscuits via social media. The launch follows a £4.5m investment, which included the brand’s �irst appearance on TV in four years with its ‘Welcome to Cheddar Town’ ad. The supplier said both the new range and campaign will aim to increase sales among younger shoppers aged 25-45, and support incremental sales by targeting lunchtime treating. Meanwhile, the Mini Cheddars brand will also be undergoing a redesign, which will include a refreshed logo and increased focus on its ‘baked with real cheese’ message. The new cheesy trio will

Coca-Cola shows off new unified design THE Coca-Cola Company has premiered a new design that brings its Original, Zero Sugar and Diet Coke varieties together. The new design is simpli�ied, removing added elements such as the red disc, while putting the logo to the top of bottle and can labels. The updated design will �irst roll out on Coca-Cola Zero Sugar, which has also debuted a new recipe so that it tastes more like the Original Taste variety. A campaign, ‘Best Coke ever?’, will support the new recipe for Coca-Cola Zero Sugar. It will focus on a debate and trial of the new

recipe, and will be supported by TV, digital, social media and outdoor advertising.

NIM’S has partnered with Pink Lady apples to launch a new air-dried apple snack. Designed as a healthy option for those looking for a snack on the go, the brand hopes to double the sales of apple crisps over the next 12 months by working with Pink Lady. Nimisha Raja, founder of Nim’s Fruit Crisps, said: “These will be an impulse buy, available in single-serve packs, sharing bags and in kid-sized formats.” Nim’s currently offers 10 fruit and vegetable crisp varieties, including Pineapple & Kiwi, Melon & Orange, Beetroot & Parsnip and Peppers & courgettes. Apple continues to be its bestselling line, and the

company added it is looking to maximise the Pink Lady brand to reach thousands of new customers.

Nim’s and Pink Lady launch apple crisps

also include a novel logo update on the Strathdon Blue Cheese and Dragon’s Breath Chilli Cheddar packs, swapping ‘Mini Cheddars’

for ‘Wee Cheddars’ and ‘Cheddars Bach’ respectively, to showcase the �lavours’ regional roots. The biscuits are on sale now.

20 APRIL-3 MAY 2021 betterRetailing.com

Pukka veggie pie in new twin-pack PUKKA has made its Veggie Cheese, Leek & Potato Microwaveable pies available in a new twin-pack. The pie can be heated from frozen in the microwave in four minutes and will be available in boxes of two with an RRP of £2.75. The supplier said the variety is the bestselling vegetarian pie in the categor and growth in frozen foods is up by 17.6%. Rachel Cranston, head of marketing and innovation

at Pukka, said: “Demand for meat-free options is rife, and since launching our veggie pie recipe, we expanded our plant-based offering further with a duo of vegan pies. More than one million shoppers have bought the products since September last year, demonstrating demand for meat-free pie options among vegetarians, and those reducing their meat intake.” The pies are on sale from May.

Chickpea & Cheese Capri-Sun launches from The Laughing Cow two squash flavours THE Laughing Cow has launched a new range called Blends, comprising creamy cheese blended with chickpeas and herbs. With an RRP of £1.40, the brand aims to tap into health and protein trends, geared for people who are open to experimenting with new �lavours. The supplier said Google searches for ‘healthy snacks’ have risen by 110%, so the portion-controlled cheeses present a suitable option in a convenient format. Emily Galazka, senior brand manager at The Laughing Cow, said: “There’s an appetite for The Laughing

Cow Blends, with consumer research showing that more than one in two consumers would like to try it and would buy it incrementally to the rest of the range.”

DIAGEO has made Gordon’s 0.0% available in a new ready-to-drink (RTD) format, with an RRP of £1.60 for a 250ml can, and £5.50 for a four-pack. The new format follows the launch of Gordon’s 0.0% in December 2020, where it became the leading brand within no- and low-alcohol spirits in terms of value in

January this year. With the no- and lowalcohol RTD category currently experiencing growth at 30%, the launch aims to tap into this segment during summertime. It follows the launch earlier this year of Tanqueray London Dry Gin & Tonic and Tanqueray Flor de Sevilla & Tonic in RTD can formats.

COCA-COLA European Partners (CCEP) has launched Capri-Sun Multivitamin Squash to independent convenience retailers. Available now, Capri-Sun Multivitamin Squash comes in Orange and Apple & Blackcurrant varieties – the bestselling �lavours in the category – in recyclable, 1l packs. As part of the brand’s multimillion-pound investment this year, the new range will bene�it from a £3m campaign, including a TV advert, alongside social media and video-on-demand advertising. The supplier said squash

is a large and growing segment within soft drinks, and as well as accounting for 25% of drinks occasions among children, it appeals to adults, too.

BIRDS Eye has announced that it is an of�icial supporter of Team GB ahead of the Tokyo 2020 Olympic Games. The collaboration will see the supplier’s Green Cuisine brand become the of�icial plant-based supporter of Team GB. This will include a new TV advert, in-store activity, on-pack promotions and social media activity with Team GB athletes. The Birds Eye Green Cuisine range is now worth £17.5m in

the UK. The range consists of frozen meat-free versions of Birds Eye’s bestsellers, such as Chicken-Free Dippers, as well as a range of veggie products such as Veggie Fingers and Veggie Burgers. The supplier added pea protein is a “rising star” in the plant-based sector, with the market’s worth expected to rise to £144m by 2025.

Gordon’s 0.0% in new Birds Eye sponsors ready-to-drink format 2021 Olympic Games

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Don’t miss our essential guide to the alcohol category With the huge increase in drinking at home, independent convenience retailers are investing heavily in their alcohol ranging on shelf, as well as cocktails to go and other features commonly found in pubs and bars, such as beer on tap. This issue will provide exclusive ranging data, advice and market insight from the beer, cider, wines, core spirits and gin categories.

PLUS • A look inside the shops of three retailers who are leading the way in the alcohol category. • Everything you need to know about changing convenience shopper expectations. • What to stock, ranging advice and how to drive sales of ready-to-drink and low- & no-alcohol products.

Order your copy from your magazine wholesaler today or contact us on 020 7689 3363

PRODUCTS

20 APRIL-3 MAY 2021 betterRetailing.com

New lower RRP for Kensitas Club in Scotland PRIYANKA JETHWA JTI is lowering the price of its Kensitas Club Rolling Tobacco in Scotland. The brand will have an RRP of £11.95 for its 30g 3-in-1 format, the lowest RRP for a three-in-one rolling tobacco product in the UK, as well as a new RRP of £19.60 for its 50g pouch format. With Kensitas Club being the fastest-growing cigarette brand in Scotland, JTI’s decision to lower the RRP re�lects consumer demand for value roll-yourown (RYO) tobacco, which is currently the leading price sector in RYO with a 50.1% market share.

Retailers will also bene�it from a 15% pro�it-on-return offer in selected wholesalers. Ross Hennessy, head of sales at JTI UK, said: “We know that for many smokers, price is a key factor when

UNILEVER is launching a TV ad for Graze as part of a £5m campaign for 2021 – the brand’s biggest investment to date. The ad is set to reach around 40 million shoppers, equating to 80% of UK adults, as it looks to recruit new customers to the brand. The �irst advert will run until July and features its Cocoa Vanilla Protein Oat Bites, which contains 45%

less sugar than the average cereal bar. Pia Villa, chief brand of�icer at Graze, said: “With health front of mind and more people looking for healthier snacking alternatives, now is the right time for us to be ramping up the awareness of Graze. This new campaign will see us reach 80% of UK adults, helping us on our mission to grow our consumer base.”

deciding what brand to buy. “By repositioning the Kensitas Club Rolling Tobacco range in Scotland, it will allow retailers to capitalise on the brand’s momentum, as well as tap into the growing

RYO segment which now generates sales of £3.7bn a year. “We’re con�ident the price drop will provide Scottish retailers with an even more competitive product and drive incremental sales.”

Graze premieres first £5m TV campaign

McVitie’s sponsors new ITV game show PLADIS has announced that McVitie’s will be the �irst headline sponsor of ITV’s new talent show, Game of Talents. Hosted by Vernon Kay, the new series merges a talent show with a game show. It will broadcast on Saturday nights. The sponsorship package will comprise of presence on TV and online, plus licensing rights and bespoke digital content.

The new deal will see an array of McVitie’s favourites and new additions showcased on TV. Caroline Hipperson, chief marketing of�icer at Pladis UK&I, said: “We are excited to be partnering with ITV and Game of Talents this spring. McVitie’s also has a new sponsorship creative that we hope will put a smile on faces all across the UK in April and May.” The show is on air now.

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SHINE A LIGHT ON SOFT DRINKS

Making sure shoppers can find the drink they want, in the format they want, is crucial. Lawrence Ryan from Suntory Beverage and Food GB&I (SBF GB&I) joined Bal Ghuman at his AK Convenience Store in Shrewsbury to find out how small changes can help customers have a simpler shopping experience.

THE RETAILER

THE STORE

BAL GHUMAN PREMIER AK CONVENIENCE, SHREWSBURY

LAWRENCE RYAN SALES AREA MANAGER, SBF GB&I

“Our store sits on the busy corner of a main road through a residential suburb, surrounded by thousands of chimneypots. We have very priceconscious customers and so 90% of the lines in my store are price-marked.

“Bal’s range is great, with drinks to cater for every customer. His range is eye-catching, and his knowledge of who comes through his door means he knows what his customers want.

“Soft drinks are the second biggest category in my shop. Sports and energy drinks are my biggest sellers, followed by colas and flavoured carbs.”

“He could give more prominence to the biggest sellers to better ‘signpost’ his range, and there is room to think about the need states of his shoppers."

THE OPPORTUNITY

£8,5001 85.5%2

IS THE AMOUNT EACH STORE COULD MAKE OVER THE NEXT THREE YEARS BY DELIVERING AGAINST KEY NEED STATES. OF SALES COME FROM THE FIVE MUST-STOCK SEGMENTS – CARBONATES, ENERGY, WATER, JUICE AND SPORT.

LESSONS FOR YOUR STORE

MAKE THE BEST SELLING DRINKS EASY TO FIND

BLOCK BREAKFAST DRINKS TOGETHER, NEAR MORNING GOODS

1 SBF GB&I Category research, 2020 2 EXT IRI, MarketPlace, GB, latest 52 week data ending 21.02.21

RANGE DRINKS BY FORMAT

THE RESULTS

72%

RISE IN SALES OF SOFT DRINKS CANS, BASED ON DATA FROM THE PAST FOUR WEEKS

100%

RISE IN SALES OF BOTTLED WATER, BASED ON DATA FROM THE PAST FOUR WEEKS

THE CHANGES WE MADE

1. MAKE THE BEST SELLING DRINKS EASY TO FIND

BEFORE

AFTER

Cola is one of Bal’s most popular categories, but his cans were tucked into the bottom corner of his display. We moved these higher up in the display, so they are easier to see, and double-stacked to give more prominence.

2. BLOCK BREAKFAST BEFORE

AFTER

DRINKS TOGETHER, NEAR MORNING GOODS

To encourage linked purchases we moved Bal’s dairy-based and coffee drinks closer to his morning goods to encourage cross-category purchases and increase basket spend. This will also give prominence to Bal’s bottled water range.

BEFORE

AFTER

TO SEE MORE OF BAL’S SHOP AND FOR ADVICE FOLLOW @SUNTORYBF_GBI ON TWITTER AND LINKEDIN

RANGE DRINKS BY FORMAT – SITE ALL CANS TOGETHER Bal has a great range of cans, but it was spread across two decks of his chiller. We re-ranged them together, to help shoppers find the format they want more easily.

OPINION

Some photos on this page were taken prior to the Covid-19 pandemic

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 MAGAZINES: How did the pandemic affect sales in store?

DON’T MISS THE 30 APRIL ISSUE OF RN

“WOMEN’S weeklies and TV guides died down, but I’ve seen an amazing spike with hobby magazines – from scuba diving to horse riding. You’ve got to keep your eye on the trends. We had a spike in Vogue USA because everybody wanted to see Harry Styles in a dress.” Mark Dudden, Albany Road Post Office, Cardiff

REVEALED!

“WE saw an increase in sales. Puzzle books and children’s comics performed well, most of which come with gifts. We slot new arrivals in the categories they belong. We don’t have a separate area for promotions, but we make sure they’re prominent.” Mike Mitchelson, Mitchelson Newsagents, Cumbria

The UK’s Top 100 Independent Retailers PLUS We saw an increase in puzzle books

Expanding your store: expert advice surrounding how to increase the selling space in your shop, and acquiring a second outlet

MENTAL HEALTH: How do you take time away from your shop?

We have more staff, so I’m doing less work D WS AN FOR NE TITLE ADING THE LE

THE LEADING TITLE FOR NEWS AND CONVENIENCE RETAILERS THE LE ADING ILERS Keg sales gold rush TITLE E RETA FOR NE Stores taking up to £35k per week ENIENC WS AN fuels race to secure 75 trade accounts CONV D up for grabs » Page 4

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Jenny Owen, Trunch Corner Stores, North Walsham

“I’M more confident that I can go on holiday right now. We have more staff, so I’m doing less work. I’m concentrating more on spending time online to find new trends, searching the computer for new things. I can see on my phone what’s happening in the store anyway.” Sathiyarag Thiyagrajah, Gilmerton Grocers, Edinburgh

SPIRITS: How are you capitalising on growing demand in your store? “A BIG issue for retailers when it comes to this is always going to be space. We still have some products on the gondola ends from before the start of the pandemic. I’d advise reducing slow sellers and getting rid of them so you can stock better-selling premium brands.” Kay Patel, Best-one, London

“WE use Booker’s planogram bringing vodkas together, then gins and whiskies. We have them all positioned behind the counter. We have recently made more space in the shop so that customers are able to see the full range we have on offer more easily.” Amandeep Singh, Family Shopper, Barnsley

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

“I THINK a schedule is better because if you want to plan anything – even a dentist’s appointment – I know I’m not interrupting a routine. If you can keep to something, then you can make arrangements. If you can do something once every day that you enjoy, that helps.”

I’d advise reducing slow sellers BOOKER: How will the suspension of cash-and-carry recycling affect you?

There are no plans to reintroduce it

“OUR challenge is trying to dispose of waste sustainably and cheaply. Booker has stopped this scheme for nearly a year now, and keeps avoiding us when we question if it is going to restart. We are looking for other places or wholesalers where we can drop cardboard off cheaply.” Anonymous retailer

“I SPOKE to my nearest Booker cash and carry, and they said there are no plans to reintroduce it for the foreseeable future. However, they said there has been no official word about it stopping indefinitely. It’s not being reinstated before 21 July, but there’s no review date.” Anonymous retailer

LETTERS

20 APRIL-3 MAY 2021 betterRetailing.com

jeet bansi

Letters may be edited

Meon Vale Londis, Stratfordupon-Avon

Learning from seasonal events in a pandemic

‘A News UK driver error led to my mags being stolen’ MY News UK driver has a key to the tote box outside to drop magazine deliveries off. You don’t need a key to lock the box – you just have to push the door �irmly until it clicks shut. But one morning last week, the driver didn’t shut it properly and, as I saw on the CCTV, a few minutes

later, a woman came along and started going through the magazines that were in the tote boxes. She took a few, came back again and took some more. She stole around 15 in total. By the time I’d seen the clip, Smiths News had been and said the returns weren’t in there. I’ve now got to sort

this all out with Smiths, News UK and the police. I’ve had problems with stolen magazines before, and have lost money because of it. It’s a very simple thing to prevent happening – all the driver has to do is close the lid properly. In my experience, it’s really dif�icult to sort this out,

and thousands of emails are needed to be sent to deal with it. Why can’t people just use their common sense?

Dhiren Seth, Pagoda News, Ealing, west London

News UK didn’t respond by the time Retail Express went to print

WIN £50-worth of JJ Whitley Vodka

WIN £50-worth of Bonds Shaker Cups

RETAIL Express has teamed up with JJ Whitley Vodka to give five retailers the chance to win £50-worth of stock. The prize will include JJ Whitley’s Original Artisanal Vodka plus a selection of its bestselling flavoured vodkas, which are perfect for tapping into upcoming summer drinking occasions.

CONFECTIONERY wholesaler Hancocks has teamed up with sweetshop favourites brand Bonds of London to give five Retail Express readers the chance to win £50-worth of Shaker Cups, including the two latest – Just Desserts Berry Mix and Rocky Road – and top-seller Rainbow Vibes.

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.

THERE are seasonal opportunities for retailers to take advantage of happening all the time. Even though Mother’s Day, Valentine’s Day and Easter are behind us, we’re already planning for Halloween and Christmas. It’s a bit speculative at the moment – we don’t know if they’ll be different Each issue, one of seven top again this year. But retailers shares advice to we want to learn make your store magnificent from what we’ve done over the last seasonal events and transfer that to Christmas. We started offering balloons from a local supplier who approached us. That went sensationally well for us on Mother’s Day and Valentine’s Day, so we’ll be doing the same for Christmas, as well as keeping it permanently throughout the year for birthdays. We’ll get a reputation for it. It’s about taking the opportunities on as they arrive and trying something a bit different. Tweak what you’re already doing to enhance your offer. The seasonal events also upped our cards and flowers sales as well – sales of cards were up 57% on last year, while flowers were up 50%. We’ve now got our balloons signposted next to our cards so they’re in the customers’ eye,s and they know when they’re picking up a greetings card, they can also get some balloons. Always be looking ahead to the next season. Summer is coming up and we’ve already got our barbecue condiments ready. We took out all the Christmas stuff a week after Christmas and filled that space with barbecue condiments, sauces and burger mixes so we can be prepared for the first bit of sunshine. People might not be thinking about barbecues straight after Christmas, but we have to be. We designate an area to it, so people know we have it available. We’ll also be tweaking our summer offer by bringing in some new products like Fever-Tree. It’s on a very favourable price by the case at the moment in wholesale, and with gin weather coming up, that should do us a favour. It all helps with the basket spend and it builds consumer confidence.

Get in touch

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

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COMING UP IN THE APRIL ISSUE OF VAPE RETAILER • Menthol ban, one year on: an in-depth look at how the ban has impacted next-gen sales in convenience stores, and the new opportunities it has opened up • Staff training: how to ensure your staff have the product knowledge that will help them best serve your customers – take our quiz and test yourself and your staff PLUS Everything you and your customers need to know about open systems

Order your copy from your magazine wholesaler today or contact Simon Joseph on 020 7689 3363 Follow us on Twitter: @Vape_Retailer

FORECOURT FOCUS

How this forecourt boosted customer loyalty p18

UK new car market back in growth DARYL WORTHINGTON FOR the �irst time since last August, the UK’s new car market is in growth, according to data from the Society of Motor Manufacturers and Traders (SMMT). Nearly 30,000 more new vehicles were registered during March compared to the same month last year. March 2020 saw the United Kingdom enter its �irst lockdown in response to Covid-19, seeing registrations fall by 44.4%. Compared to the 10-yearly average for new registrations from 2010 to 2019 of 450,189, March 2021 was still 36.9% down, with 283,964 units registered. Despite the year-on-year growth in registrations this March, the number of private purchases actually fell,

from 132,256 to 126,850, a 4.1% drop. The growth came from a 28.7% and 18.6% yearon-year increase in �leet and business registrations, respectively. “The past year has been the toughest in modern history and the automotive sector has, like many others, been hit hard,” said Mike Hawes, SMMT chief executive. “However, with showrooms opening, there is optimism that consumer con�idence – and hence the market – will return. “We know we will see record-breaking growth next month given April 2020 was a washout, but a strong, sustainable market is possible if customers respond to the choice and competitive offers the industry provides within the safest of showroom environments.”

‘No means of payment’ two-thirds of fuel crime ‘NO means of payment’ (NMOP) incidents now account for two-thirds of forecourt fuel crime, according to the British Oil Security Syndicate (BOSS). In February, 67% of all forecourt crime reported to BOSS were NMOP incidents. The average value of these incidents is £59.50. By comparison, the average value of drive-off incidents is £38.77. Lockdown has seen a drop in incidents, however, forecourt crime falling 30% between December and February. While NMOP incidents

are down by a quarter, reports of drive-off incidents have fallen by 60%. BOSS executive director Kevin Eastwood says the �igures mark a signi�icant change from when BOSS was founded in the 1990s and drive-off incidents “dominated” forecourt crime. “This shows the majority of fuel-theft incidents are taking place after a motorist has �illed up and entered the store, either claiming to have no means to pay or just not paying for fuel when they get to the cashier,” said Eastwood.

Electric avenue Despite this overall struggle for new car registrations, plug-in vehicle demand continues going from strength to strength. Battery electric (BEV) and plug-in hybrid (PHEV) vehicles took a combined market share of 13.9%, 7.3% up on 2020. Registrations of BEVs increasing by 88.2%, and PHEVs by 152.2%. “Despite the ongoing effect of the pandemic, when it comes to electric car sales, March was a remarkable month – it was the best single month for sales of new zero-emission electric cars on record, beating last December by less than 100 sales,” said RAC spokesman Rod Dennis in response to the SMMT �igures. “Plug-in hybrids also sharply rose in popularity, with the number sold 40%

higher than in September, the last best month for sales.” Hawes said: “New plug-in models are already helping drive a recovery, but to

Mayor of Bedford writes to forecourts over prices MAYOR of Bedford Dave Hodgson has written to petrol stations in the borough urging them to reduce their prices, and be more in line with Milton Keynes. The move, according to Hodgson’s website, came in response to prices in Bedford remaining high for unleaded petrol in comparison to those in nearby Milton Keynes. As of 9 April, prices for unleaded in Milton Keynes ranged from 116.7p to 126.9p – however, in Bedford they were between 124.9p and

129.9p, according to PetrolPrices.com. On 7 April, four petrol stations in Bedford were charging the 129.9p price, while three, all multiples, were charging the lowest price of 124.9p. Hodgson told Bedford Today: “There can be no justi�ication for this price difference and I have written to petrol stations in Bedford Borough asking them to reduce their prices so local residents do not have to pay more than those in Milton Keynes.”

convince more retail consumers to make the switch, they must be assured these new technologies will be convenient for their driving

needs and that means, above all, that the charging infrastructure is there where they need it, and when they need it.”

Fifth straight month of fuel price increases PETROL and diesel prices rose for the �ifth month in succession in March, with both fuels now costing the same as they did in February 2020. That’s according to RAC Fuel Watch, which says petrol prices rose by 2.7p, and diesel by 2.4p. Combined, the RAC says the rises amount to a 10% increase in fuel prices since November, meaning it now costs £6.68 more to �ill a 55-litre petrol car than it did in November, and £6.29 more to �ill an equivalent-sized diesel car.

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

“Pump price rises seem a little unrelenting at the moment, with March being the �ifth successive month where prices went up,” said RAC fuel spokesman Simon Williams. “This is very frustrating for drivers who are now starting to use their vehicles more with the easing of the national lockdown. They’re unfortunately suffering the effects of the rise in wholesale fuel prices that took place in February, which led retailers to increase their forecourt prices almost daily throughout last month.”

FORECOURT FOCUS PROFILE

Being 24-hour put us ahead TAMARA BIRCH “I LOOKED at the pandemic the same way as any business situation,” says Steve Manklow, of Star Fuels in Peacehaven, East Sussex. “Lead by example.” Steve bought Star Fuels in 1999 and has operated it as a 24-hour garage since its opening, and this isn’t about to change. In fact, he says being 24-hour helped him to attain new customers when passing trade disappeared in spring last year. “Some shoppers felt safer at night and night workers had a place to come and shop – be-

ing 24-hours helped us to stay ahead,” he says. Customers in the local community began to shop with him more as they felt safer than going to a nearby supermarket – and many were shocked by the 2,500sq ft store and the broad range of essential products they were able to buy. “The layout of the store is unique in that it continues, even when you think you’ve reached the end. There were some customers who didn’t realise it was so big and they relied on us a lot more,” he says. Although Steve has plenty of

competition nearby, including an Esso and a Co-op, store improvements and listening to his customers’ needs is what has kept them coming back throughout the pandemic. “We’re a slightly different business to our competitors in that we only have four petrol pumps, so we have to be more conveniencefocused. Every bit of the business is crucial to us. “We’ve always listened to our customers’ needs. If they wanted a product we didn’t stock, we tried to source it for them. One of our elderly customers had to stay home after his wife had an opera-

tion and couldn’t get a slot with the supermarket, so my manager

collected it all for him, boxed it up and handed it to him. He’s contin-

ued to shop with us ever since,” he says.

A strong team is key

The power of social media

Capturing a fuel customer

“I’M not the face of the business, my managers and staff are. The impression they give to our customers is what makes the business what it is,” Steve says. As the owner of three stores in Sussex, Steve relies on his team to maintain customer service standards in store and to maintain the forecourt. “Each staff member will inspect the forecourt as soon as they arrive to make sure everything is clean, and the managers will carry out a survey check every week.” Steve has an open policy and actively encourages his team to put forward new ideas. “There’s no such thing as a bad idea, and every idea is encouraged,” he says. During each lockdown, staff levels were tweaked, and they pulled together to reassure customers. “Staff pride themselves on knowing people from the local area and they took time to look after them.”

UNDERSTANDING the power of social media, Steve enlisted the help of his team member Kayla to manage their Facebook page. Since doing this, their page has gained more than 700 followers in a year. “We used to do leaflets and rely on word of mouth, but we used our strengths and social media is helping to grow our business. Customers see us as a community store,” Steve says. The store runs regular giveaways or competitions on their Facebook page, including gifting a swimming pool last year. “Last summer, we ran a competition asking families to send in a drawing as a way to give parents a break or distract them from lockdown. “If you do a promotion or giveaway, they’re more likely to promote you through word of mouth,” he says. The secret to their success on social media was starting off slowly, engaging with customers and taking strong images.

“SEVENTY per cent are regular customers and 40-to-50% of these are non-fuel customers,” Steve says. “Fuel customers want to be served quickly, but the local community come in to browse.” For fuel customers, Steve and his team will open an additional till to ensure they’re served quickly, and other customers don’t feel rushed. “We sell a lot of different products, like toys, and we don’t want customers to feel they can’t browse because there’s a queue. Opening a second till reduces the pressure.” Toys and US lines are a point of difference for the store – and have helped to increase his margins and capture fuel customers not planning to buy anything. “Try to offer something different in your store. We try to stock lines you won’t buy in a supermarket because, that way, customers are more likely to return,” Steve says.

FORECOURT FOCUS FEATURE

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MAKING YOUR FORECOURT SUSTAINABLE Running a business as sustainable as possible is high on the list of priorities for forecourts, but where should you start? TAMARA BIRCH finds out

THE IMPORTANCE OF SUSTAINABILITY SHOPPERS are looking to make greener choices following the pandemic, with 92% saying sustainable business practices should now be standard. “Forecourts have an opportunity to play an important role in the nation’s effort to reduce plastic waste and carbon emissions,” says Amy Burgess, senior communications manger at Coca-Cola

European Partners (CCEP). Rachael Hockmeyer, from Spar Sleaford in Lincolnshire, reduces waste by giving thermal mugs to each staff member. “Spar offers them and we made them personable by engraving their name on them. It stops them using paper cups and avoids casualties behind the till,” she says. Hockmeyer also recently joined Too Good

CUTTING DOWN ON PLASTIC OPERATING more sustainably can be simple, rather than a huge investment, though. Spar revamped 53 of its ownlabel products by removing 300 tonnes of virgin plastic. “Doing this has prevented more than 100 tonnes of black plastic going in landfill, and we’ve added recycling information on more than 700 Spar own-label products,” says Cath Mcilwham, head of CSR at Spar UK. The changes span the symbol group’s waters, dilutes, cider and mixers. Introduce a range of reusable or biodegradable car-

rier bags to help the environment. “We provide retailers with a range of options for carrier bags, encompassing a reusable bag retailing at 10p, which includes recycled content,” Mcilwham says. Forecourt retailers regularly receive deliveries throughout the week, but are you recycling all plastic? It might add some time to unpack the delivery, but recycling not only helps the environment, but shows your customers you’re actively improving your operations, encouraging repeat purchases and long-term loyalty.

To Go and replaced all plastic cutlery in her restaurant. Goran Raven, from Raven’s Budgens in Abridge, east London, says small changes will cement your business’ future. “We implement small changes that will eventually add up to a big difference. We’ve been a forecourt for the past 92 years, and I’d like to be here for the next 92 years.”

THE CHALLENGES OF BEING SUSTAINABLE “COVID-19 has killed our efforts to be sustainable. The amount of plastic and throwaway masks has made being sustainable more difficult. “We’re also using more anti-bacterial wipes as we noticed that after using the spray, the rubber from fuel pumps ran on to customer hands,” says Hockmeyer. The coronavirus pandemic

has meant customer safety and reassurance was a priority, meaning many have struggled to push the sustainability agenda through. Hockmeyer has tried to overcome this by focusing her efforts elsewhere and finding a balance between keeping shoppers safe and being sustainable. For Raven, being environ-

mentally friendly and driving sales continues to be a challenge for him. “We looked at installing a refill water station, but the challenge was encouraging customers to buy water elsewhere in the store, so we decided against it,” he says. Instead, Raven and his team have been focusing on looking for biodegradable products.

RETAILER

VIEW

Goran Raven, Raven’s Budgens, Abridge, Romford “WE haven’t had a direct input or concern from customers about operating more sustainably, but it’s always something we’re looking to do in store. It’s important we find cost-effective ways to do this in store to operate more sustainably. “Sustainability might be a new trend for some, but for us as part of the community, we have to think about what we can do to continue operating. “We’ve recently moved over to Grip Hero gloves, which are biodegradable. Gloves often get taken away in the wind, which is unavoidable, but it’s the small things that have the biggest impact. We also moved to biodegradable carrier bags.”

FORECOURT FOCUS FEATURE

20 APRIL-3 MAY 2021 betterRetailing.com

WORK WITH LOCAL SUPPLIERS LOCAL suppliers are likely to be in closer proximity to your store, helping you to reduce carbon emissions. What’s more, if a large portion of your range comes from local suppliers, this will likely reduce deliveries from your symbol group or wholesale, further decreasing your carbon emissions. Local products give a point of difference, too. “We try to use as many local

suppliers as possible because you’re helping a business thrive, as well as ensuring you’re generating a smaller carbon footprint,” Raven says. “The smaller things add up.” Hockmeyer has adopted a similar approach. “All of our local suppliers are in a threeto-four-mile radius and they really helped us during the pandemic. When we were unable to source eggs, a local

farm came through and they only stock free range and organic eggs. We also use a local sandwich supplier that now outweighs our pre-packed range,” she says. Working with local suppliers can reduce your overall carbon footprint as deliveries are coming from a nearby location, so research which businesses are near you and whether they’ll work in your store.

WORK WITH SUSTAINABLE BRANDS ONE-THIRD of shoppers are now choosing to buy from brands they believe are doing social and environmental good, according to Matt Gouldsmith, wholesale channel director at Suntory Beverage & Food GB&I (SBF GB&I). He says: “Forecourt retailers should speak to brand representatives to learn more about a company or brand’s sustainable initiatives and, where

possible, making ranging decisions accordingly.” SBF GB&I recently launched its ‘Growing for good’ initiative. Gouldsmith explains this means “everything we do as a company always benefits its community and we aim to continue to do good things for society and the environment”. KP Snacks is carrying out a similar initiative, by working with TerraCycle. Matt Collins,

trading director at KP Snacks, says: “The recycling scheme is simple and free to use and has already collected more than 4.8 million snack packets at the 500 public drop-off locations around the UK. The packets are then recycled to create different plastic products such as fence posts and benches.” Encourage customers to recycle by using social media to advertise the scheme.

SUPPLIER

VIEW

Cath Mcilwham, head of CSR, Spar UK “TODAY, sustainability is as high a priority as ever. Customers are seeking out retailers who share their values and, in return, will be loyal to them. We have now eliminated black plastic from our own-brand range – at no extra cost to the retailer or consumer. We have done this by using clear and recycled plastic instead. “We are continuing to work with the UK Plastics Pact to include more recycled content in our packaging and find solutions for those hard-to-recycle plastics, such as film. “With COP26 taking place in Glasgow this year, there will be even more of a focus on climate change. This will include reducing energy consumption, which is good for the planet and saves businesses money. “Retailers should look at their operations to see how they can achieve this through refrigeration, transport, lighting and so on.”

TOP tips Four simple ways to reduce your environmental impact Introduce bags for life Stock 100% recyclable products Work with local suppliers to reduce carbon footprint Ensure your refrigeration is energy-efficient

RECYCLE, RECYCLE, RECYCLE IF YOU’RE unable to make huge strides towards sustainability right now, upping your recycling regime can help. Plastic from deliveries, products and cardboard can all be recycled. Similarly, if you operate in a residential area, become a hub for recycling. “We have an aluminum bin for cans in our forecourt

and the money we make from this is all donated to our local charity where they’re trying to raise money for a helipad for our local ambulances,” says Hockmeyer. Under Covid-19 restrictions, Hockmeyer is using more blue roll than ever before. “We’re cleaning regularly, but we’re at least able

to recycle blue roll, which doesn’t damage the environment as much,” she says. Contact your local council about recycling bins or dedicate an area in an enclosed space to become a hub for the community. This will help to grow your reputation, as well as ensure products will be remade into something else.

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FORECOURT FOCUS REPORT

ROADSIDE RETAILING IN THE NEW NORMAL Forecourt operators and experts from around the world have come together for a new report that aims to explain what consumers are looking for now and in the future. FORECOURT FOCUS reveals highlights from 10 of these leaders

01 USING SHOPPER

INSIGHTS

02 EV IS CRITICAL

Jonathan James, CEO, James Convenience Retail Ltd, UK

Victoria Lockie, head of retail, Nisa Retail, UK

“ROADSIDE retailing is changing fast. It is no longer possible to rely on fuel sales and a limited impulse offering – customers expect much more. To thrive, retailers need to use shopper insights and tailor an in-store offering that meets the changing needs of the modern consumer. The modern roadside retailer needs to offer a broad range of products, including fresh, covering a variety of meal occasions. In short, the roadside retailer of the future should aim not to be a fuel retailer with a grocery offering, but a full-service grocery retailer with a fuel and state-of-the-art rapid electric charging point offering.”

“THE pandemic has not only been a catalyst for change in roadside retail, but it will also necessitate it. As fuel volumes continue to decline with the switch to electric, the need will be to attract a local, destination shopper as well as the transient one. Recognised brands will need to sit alongside local ones with emphasis placed on provenance. EV charging will no longer be a ‘nice to have’, it will be expected, as will the reliability of the charging point. Locations such as Gloucester Services and Parkfoot Garage give a glimpse of the future and their phenomenal success show it’s what consumers already demand.”

03 ULTRA-

CONVENIENCE

04 TECH AT

THE PUMP

Stephen Jempson, CEO, Jempson’s Ltd, UK

Rob Mahoney, retail general manager, Freedom Fuels, Australia

“ROADSIDE retailing will move more to ultra-convenience. For customers on wheels, operators need to pull together efficicent drive-through systems to succeed. Where this is not possible, easy parking, easy access for electric charging points, then slick offerings of freshly baked, home-produced products and locally sourced food will win hands down for its unique experience and the good feeling that comes with supporting the locality. If electric cars can be turbo-charged in 30 minutes, then meals must be built around this.”

“FOR me, it’s about putting the ‘c’ back into convenience. Successful roadside retailers need to embrace technology at the petrol pump and in the c-store. Customers must be able to choose to pay for their fuel without having to enter the shop, through mobile payment, in-house apps or through vehicle-plate recognition. In many areas, fully automated stores are becoming an expectation, and customers will expect to be able to order and pay through online platforms for coffee and so on.”

20 APRIL-3 MAY 2021 betterRetailing.com

05 BECOME A

DESTINATION

06 DEEPER

CONNECTIONS

Desi Darby, marketing director, Musgrave Group, Ireland

Chris Gheysens, CEO, Wawa, US

“THE consumer of today has considerably more choice in relation to the range and quality available in drivethrough restaurants and service stations, whether that be barista-poured coffee, a host of authentic world foods for sit-in or takeaway, and significantly developed retail spaces. “And the food experience, albeit vitally important, is only one part of it. Roadside retail has become a destination; places to work from, socialise in, entertain the family, charge the car or device and so on. It removes those pain-points of finding a parking space, paying for parking and braving the weather. Instead, it meets the growing desire by consumers not to have to leave the car at all – hence the increasing popularity of the drive-through model. “Looking to 2026, we’re going to see growth in roadside and drive-through retail, and an evolution of convenience, leading to more innovation in terms of range, formats, locations and indeed franchising opportunities.”

“ROADSIDE retail will need to attract visits by more than just the visual dimension – the eyeball test – it relied on for decades. It will no longer be enough to have a large fuel price sign, compelling price, a – hopefully – clean and easy-to-access lot, to influence customer behaviour to shop the site. Within this decade, that long-standing consumer purchasing behaviour will endure seismic shifts, becoming more influenced by technology able to make deeper connections. The future dimensions of consumer attraction will be more dependent on technology and other factors that will transform fuel retail marketing from an interruption during a travel journey to an intentional destination.”

07 COMMUNITY FOCUS Patrick Sewell, CEO, Sewell on the Go, UK

“I BELIEVE significantly upping our game in the community will be a big factor – making our outlets not only convenient stores, but community stores. Whether local or transient, our niche must be making it easy to visit us with easy parking, speed of service and a wide selection of products and facilities. Even those that wish to dwell want the basics to be fast and easy.”

“

08 CLEAN AND

RELAXED

09 DIGITAL

COMMUNICATION

Paul Dobson, head of convenience, Morrisons, UK

Brandon Lawrence, founder, Fuel Insight, USA

“AS we move through the next decade, we see two things driving the longevity of roadside retail sites – a fresh, balanced food offer combined with a clean and comfortable store environment. “Stores that are comfortable, clean and convenient places in which to dwell for a time and either relax or work, while offering a fresh range of tasty food, will retain their asset values for longer as the nation moves to more sustainable forms of transport. “Customers will value healthy meals and opportunities to treat themselves, as they travel and to take home. We’re excited, therefore, as food makers, to continue to develop our fresh-food proposition to suit these consumer needs.”

“FUEL demand will cease to be a driver of automatic growth, competition will heat up for every category and we will see the rise of the digital native consumer. Retailers who sit on the sidelines when it comes to customer engagement will be left in the dust; however, innovating without understanding the customer is a potentially destructive proposition. “Looking at trends, it can seem like if a store does not offer electric-vehicle charging, made-to-order food and a loyalty app, it is doomed. However, the coming decade will reveal the retailers that are able to separate the pieces of the customer journey that drive business from wasteful ventures. “Installing EV chargers where no one drives EV will waste capital. Spending money on a new food service programme when bathrooms aren’t clean and the lights are going out won’t change a retailer’s fortunes. The winners will be the retailers who invest in the right innovation for their business rather than trends.”

10 CHANGING WORK

PATTERNS

James Lowman, CEO, The Association of Convenience Stores, UK

“THE certainty of cars becoming more fuel-efficient, the high probability in the growth of the number of electric vehicles on the road and the possibility of a reduction in overall mileage driven due to changing work patterns will combine to considerably weaken the main reason that people visit petrol forecourts.”

This report was headed by Scott Annan, of the Independent Retailer Owners Forum. For your free copy, contact chris.dillon@newtrade.co.uk

CATEGORY ADVICE TOBACCO

SMOKING OUT SALES The tobacco market has seen considerable changes over the past 12 months. CHARLES WHITTING investigates what might shift and which trends are here to stay

HOW THE TOBACCO MARKET EVOLVED DURING LOCKDOWN THE pandemic wrought enormous change in people’s behaviour and shopping habits that, combined with legislative changes in the tobacco industry, meant retailers had plenty of different challenges to face and opportunities to take advantage of over the past 12 months. As we emerge from this pandemic, some of these opportunities will continue, while others may prove to have been short-lived fads of the pandemic. “Tobacco has been selling a

lot during lockdown,” says Nico Ali, from Scotch Estate Premier in Jarrow, Tyneside. “Rolling tobacco has been selling the most because it’s a bit cheaper and these days sometimes people can’t afford more. Vape liquid sales have gone up as well because people can get the pen and then you can get the liquid bottles for just £2.” The desire for value has become one of the driving trends of the past 12 months and, according to Chris Street, market manager UK at Imperial

Tobacco, this is a trend that is expected to continue driving customer choices. “Demand for value is shaping shopper behaviour as consumers continue to seek out greater value from the products they buy,” he says. “This is a trend we expect to continue and even accelerate as a result of the pandemic, so offering products such as Embassy Signature that deliver premium features and exceptional value should be a big focus for retailers in 2021.”

The menthol ban changed the marketplace significantly, with certain products taken off the shelves to be replaced with new innovations, such as vaping and next-generation tobacco. In fact, the past 12 months have seen a considerable number of new launches that have sought to carve out new corners in the tobacco marketplace, as JTI’s Nordic Spirit did when it launched in 2019. It’s a trend that is set to continue long after the pandemic is over.

20 APRIL-3 MAY 2021 betterRetailing.com

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VALUE REMAINS THE CORE DRIVER FOR SHOPPERS A FEW years ago, shoppers often retained a fierce loyalty to their particular tobacco brand, but with plain packaging and the tightening of belts due to coronavirus, value has instead become one of the main drivers when it comes to decision-making and will continue to be so. “I think the price sells it,” says Imran Nasim, from Symington Stores in Kilmarnock. “Whatever is the cheapest, they’ll buy that. There are still people who will look for certain brands, but it’s now more dependent on the price.”

As well as looking for cheaper brands, customers are also looking for less-expensive ways to get their tobacco, with roll-your-own (RYO) especially experiencing growth. “The tobacco market remains heavily price-driven and this has led to an uplift in consumers switching to RYO, as well as value factory-made cigarettes,” says Duncan Cunningham, UK corporate affairs director at Imperial Tobacco and Blu. “The segment has expanded its market share and now accounts for 45% of tobacco sales, with recent data

showing volume sales growing by an impressive 30% as consumers seek out greater value for money. “We’re also seeing a rise in dual users buying RYO and cigarettes for different occasions, as more shoppers move to a nicotine portfolio approach. Figures show a quarter of consumers are now dual smokers.” Backing this up, Nasim has noticed a rise in sales in Kensitas Club rolling tobacco – a brand that recently brought its RRP down to £11.95 for 30g in Scotland. “That’s the first time

I’ve seen a manufacturer bring its tobacco down in price,” says Nasim. “Maybe they’re trying to help us combat duty-free tobacco. But if we can get tobacco cheaper, we’ll sell it cheaper, and that’s the only way you keep your customers happy.” Customers are likely to reward retailers offering value options. “Price remains a key factor for existing adult smokers. Retailers should stock up on value RYO products, such as JTI’s Sterling Rolling Tobacco,” adds Ross Hennessy, sales vice president at JTI UK.

20 APRIL-3 MAY 2021 betterRetailing.com

A RESURGENCE IN CIGARS AND PREMIUM PRODUCTS? ONE of the major trends that has been accelerated throughout the pandemic is the premiumisation of people’s purchases, as customers look to treat themselves during these challenging times. In the tobacco world, value might have enjoyed growth, but at the other end, cigar purchases have also had an increase in popularity as people look for something a bit special. “One current trend in cigars worth highlighting is the medium/large segment enjoying something of a renaissance at the moment, growing by 12.3% in volume and nearly 17% in value versus the same time last year,” says Alastair Williams, country director at Scandinavian Tobacco Group UK. “This may potentially be down to people being at home more with increased time on their hands to enjoy a larger-format cigar. The trend is led by our Henri Wintermans Half Corona brand, which is responsible for nearly threequarters of all sales in this segment, and is in growth of just over 21% since the same time last year.” As well as cigars, premium preferences are being seen elsewhere in tobacco, including in

the filters market, as demand for more natural and environmentally friendly products grows. OCB Virgin Slim and OCB Virgin Slim & Tips use unbleached papers and sustainably sourced natural gum, and have enjoyed considerable growth.

“We’ve seen increased interest in premium paper and tips formats, such as OCB Virgin Slim & Tips, OCB Premium Slim & Tips and OCB Organic Hemp Slim & Tips, with the sub-category now worth nearly £14m and growing at 80% year-on-

*Nielsen Market Track March 2011 to June 2016 & IRi Market Place, Volume Share, Total RYO/MYO Category, Total UK, July 2016 to Aug 2020.

year. Demand for OCB products is such that it is currently the fastest-growing paper brand in the market,” says Gavin Anderson, head of sales at Republic Technologies (UK) Ltd. Having some upselling options could, therefore, be worthwhile.

ToP facts JTI is currently the number-one tobacco manufacturer in the UK, with a combined market share of 45.1%. Amber Leaf is the top tobacco brand in the UK with a 27% share of the RYO market. Benson & Hedges Blue is the UK’s number-one cigarette brand. 8.1 million kilograms of rolling tobacco are sold in the UK each year. With a current market share of 36.1%, cigarillos are the fastest-growing cigar sector. Convenience sales of tobacco accessories are now worth more than £230m.

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CATEGORY ADVICE TOBACCO

THE FIGHT AGAINST ILLICIT TOBACCO SET TO RETURN THE lack of international travel has drastically reduced people’s ability to buy cheap dutyfree and illicit tobacco abroad, which has driven many consumers back to their local stores for their purchases. “They’re complaining because they feel they’re paying extra because they can’t get the dodgy stuff,” says Nasim in Kilmarnock. “For now, our sales have gone up a wee bit, but once people can go abroad, many will just go back to buying it from there.” For retailers to maintain their sales of legal tobacco even after the airports reo-

pen, it is important they assist groups looking to stamp out sales of illicit tobacco. JTI’s ‘Don’t be complicit’ campaign and its postcode calculator tool are part of a wider initiative to fight the illicit tobacco trade. On top of this, JTI is also working to prevent underage sales of tobacco through staff-training programmes, including Challenge 25, ‘No ID, No Sale!’ and ‘IDentify’ – JTI’s own youth-access prevention scheme. “Through test purchasing, the programme checks whether retailers are follow-

ing Challenge 25 best practice – where retailers ask for proof of age if the customer appears to be under the age of 25,” says Ian Howell, fiscal and regulatory affairs manager at JTI UK. “In those stores found to be at risk of selling to minors, training is offered on behalf of JTI. This free-ofcharge professional training is provided by Age Check Certification Service’s (ACCS) fully qualified Trading Standards professionals and is designed to help the retailer comply with all relevant legislation and maintain their status as a responsible retailer.”

NEW NOW ALSO IN 20s |

THE UK’s No.1

CIGARILLO 1

*RRP effective 16th November 2020. Retailers are free at all times to sell JTI products at whatever price they choose. 1 IRi Market Place, Volume Share, Total Cigarillo Category, Total UK, Dec 2020.

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PROMOTING YOUR TOBACCO BRANDS ALTHOUGH price-marked packs are a thing of the past and advertising your tobacco products on social media is forbidden, there are still things that retailers can do to promote their tobacco products to their customers. “You can put price lists up,” says Nico Ali. “Booker will give you posters with prices and if

new launches

New launches in nicotine Vype rebrands to Vuse BAT UK is rebranding its Vype brand, launched in 2013, to Vuse, bringing everything under one global brand. Vuse will include product upgrades and launches for independent convenience retailers. However, the Vype pods will remain the same under the Vuse brand, with Vuse and Vype compatible with Vype devices. Sterling Dual Capsule Leaf Wrapped JTI UK has announced the launch of Sterling Dual Capsule Leaf Wrapped in a brand-new 20s format. It has an RRP of £9.10 and, according to JTI UK sales vice president Ross Hennessy, offers a “mentholated Virginia blend tobacco and capsule filer that, when crushed, releases a peppermint flavour”. Ploom This device was launched at the end of 2020 and is a heated tobacco product that “offers existing adult smokers an alternative but familiar experience by heating tobacco instead of burning it”. It is available at ploom.co.uk for selected retailers.

you’re at Premier, they give you a certain percentage off the price.” For Imperial’s Duncan Cunningham, well-trained staff, who can talk to customers, answer questions and make informed recommendations, remain one of the most valuable promotional tools for retailers. “It’s essential they know

what products are stocked in store and where they are positioned on the gantry, so they easily find them,” says Cunningham. “This is especially key for bestsellers so they can always keep an eye on stock levels to avoid running out. This should also be a focus for any accessories, so they know to upsell where possible.”

NEW Players NEW Price pesst pest eape hea ur cchea Our O o* cco* obacc Toba T g To ng Rolli Rollin

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Flavour Fusion Cards Republic Technologies launched Flavour Fusion Cards, which enable customers to create their own level of flavour in the packet of cigarettes or RYO tobacco in 30 minutes, in February this year. Available in two varieties – Fresh Bursts and Menthol – it has an RRP of 39p per card, with each outer containing 25 individual cards. Gold Superkings join Imperial’s Embassy Signature Range Imperial Tobacco has swapped its Embassy No.1 Red Superkings and replaced them with its new Gold Superkings variant to “help retailers cater for shoppers looking for premium products at a great price”. Signature Action Scandinavian Tobacco Group is changing the name of its Signature filter cigarillo brand to Signature Action to maintain consistency within its global brand portfolio. “We are keen to stress that only the name of the product is changing and the cigar itself will remain the same,” says country director Alastair Williams. The Swan Counter Display Unit (CDU) Republic Technologies has launched display units for its menthol variants and papers. The Swan CDU holds five packs of each Swan menthol variant and “enables retailers to showcase the breadth and choice in menthol from the UK’s number-one filter brand”. Republic Technologies has also released a CDU that contains 10 booklets of each of the three OCB Slim & Tips products: OCB Virgin, OCB Premium and OCB Organic Hemp.

30g RRP†

£11.95 For or Tobacco Traders Only. *Based on ITUK RRP as at 3rd March 2021. **For promotional dates, contact your local supplier. Based on a retailerr buying at wholesale le pri price and selling at RRP from Aprril 2021. †RRP: For or the avoidance of doubt, retailers are free at all times to determine the selling price of their products.

CATEGORY ADVICE COFFEE

20 APRIL-3 MAY 2021 betterRetailing.com

CAFFEINE BOOST The closure of cafés, restaurants and bars has provided a rare opportunity for retailers to grow market share in the past year. TOM GOCKELENKOZLOWSKI takes a look at the market

BECOME YOUR LOCAL COFFEE SHOP WITH many hospitality businesses needing to close their doors for months at a time over the past 12 months, there has been a continuing trend for shoppers to seek out their ‘coffee shop’ fix elsewhere. For convenience retailers, takeaway coffee is another addition to their overall offer that can contribute to a lasting point of difference for their stores. “There is a huge opportunity

for convenience retailers to fulfil the needs of local shoppers by offering a quality coffee option,” says Charlotte Smith, category manager for coffee-togo at Nestlé Professional UK & Ireland. “As more people shop and work locally, there is an opportunity to satisfy consumers and drive loyalty.” And though most shops will reopen this month as part of the government’s “irrevers-

ible” unlocking, the return of the commute and usual work patterns appear some way off. “Whether you cater for graband-go customers or locals looking for a coffee-shop-style experience, there is a coffee machine solution to suit your needs,” adds Smith. Regardless of the level of service and premiumisation you decide to go for, fresh coffee will remain very appealing.

INVEST IN BIG BRANDS THANKS in part to the emergence of a number of coffeeshop brands on the UK’s high streets, this is a category where brand and ease of recognition are a great driver for in-store sales. In 2019, Coca-Cola European Partners (CCEP) launched its Costa Coffee ready-to-drink (RTD) range, a first for the brand. According to CCEP, more than 50% of Costa RTD con-

sumers are new to the sector, driving total category growth and offering retailers a golden opportunity. “This success can be put down to the strength of the Costa brand and the quality of what’s in the can,” says Amy Burgess, senior trade communications manager at CCEP. According to Hannah Morris, category team leader at Jacobs Douwe Egberts, brands

can secure high profitability for retailers. “Brands play an important role across all coffee formats and this is especially true in the convenience channel,” she explains. “Price is less important for consumers purchasing roast and ground coffee and coffee capsules, so there is an opportunity to encourage consumers to trade up to premium brands and boost average spend.”

CATEGORY ADVICE COFFEE

RISE IN VEGAN AND HEALTHIER OPTIONS SOME existing trends have been given rocket boosters by lockdown, and the rise of vegan products and demand for healthier options is a great example. “Veganism is an everincreasing consumer trend. In the iced-coffee category, milk alternatives continue to show strong growth, and I would expect new entrants and new

flavours to join this area of the market,” says Harry King, national account manager at Jimmy’s Iced Coffee. And the perceived health benefits of a vegan diet means this trend is actually part of a wider movement. Hannah Morris, at Jacobs Douwe Egberts, says: “Consumers are becoming increasingly aware of both their health and what

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Amy Burgess, senior trade communications manager, Coca-Cola European Partners (CCEP) “AS more people than ever find themselves working from home, they are increasingly looking for new ways to get a much-needed pick-me-up. Although tea and coffee have traditionally been the go-to staple in the workplace, there is a need for more variety in the home, which has seen increased consumer demand for readyto-drink (RTD) formats. “The RTD coffee sector is growing by 20%, and is being purchased in both convenience and grocery outlets, demonstrating vast consumer demand for a caffeine boost in a convenient format.”

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is actually in their hot beverages. It is therefore important to stock products that offer wide appeal to every part of the market.” To cater for this growing demand, the company’s Kenco brand has brought to market a range of ‘better for you’ options in recent months, such as Kenco Iced, which has just 83 calories per portion.

Serge Khunkhun, One Stop Woodcross Convenience Store, Bilston, Wolverhampton “WE made a big change to our coffee range when we switched from Booker to One Stop and now stock full ranges of a number of key premium lines. This means that alongside Nescafé Original, we now stock Nescafé Gold and Azera. Alongside this we stock One Stop ownbrand ground coffee and the Lavazza range. “People are now expecting more from the coffee they buy in our store, so we do very well with products such as the Starbucks cappuccino range. The One Stop team makes sure that there is always a premium coffee product on promotion at any time. This helps our customers to be a bit more adventurous in the category.”

SUSTAINABILITY WITH many Brits unable to go out in the usual way this year, some have spent this extra cash making more careful choices about what they buy and where it comes from. Sustainability has been put at the heart of Lavazza’s recent relaunch of its La Reserva de Tierra range. “We have created a new logo that will feature on all packaging across the range,” says Paul Dugdale, Lavazza’s channel manager – OCS/vending & coffee to go. “‘Reserva’ symbolises Lavazza’s guarantee that each blend is linked to

a particular project in coffeegrowing communities.” Harry King, at Jimmy’s Iced Coffee, says sustainability is now “expected” from consumers. “Elements such as the sustainable sourcing of ingredients and recyclable packaging are extremely important to customers,” he adds. It’s a further sign the coffee market is vibrant, fast-changing and potentially very profitable. By stocking these brands and promoting their credentials, retailers can generate considerable customer loyalty.

20 APRIL-3 MAY 2021 betterRetailing.com

Choose the real Costa taste. In a can.

top tips Charlotte Smith, category manager for coffee to go at Nestlé Professional UK & Ireland, gives her tips for growing coffee sales in 2021 Retailers should look to promote their coffee service through PoS and drive loyalty with friendly service, offers and cross-merchandising.

STAY CHILLED. NEW

Retailers should encourage coffee sales with a conveniently located and attractive machine. Placing your machine by the counter will ensure it is easily found and convenient for use. Include a breakfast, fruit or snacking option next to the machine. In a recent survey, 60% said they would buy food to go alongside a coffee. PoS will help attract customers and drive sales – consider overhead signage suggesting special offers. Place a swing sign outside to grab the attention of passers-by, or simply to remind them that coffee to go is available inside. Tap into the working-from-home trend, with signage suggesting food-to-go link deals such as coffee and a cereal bar or fruit, and coffee and a sandwich.

COSTA RTD COFFEE DOUBLED IN SIZE IN 2020*

THE RANGE ADDED £3.7M INCREMENTAL SALES TO THE CATEGORY IN 2020*

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5 449000 276018 CARAMEL LATTE

NEW FOR 2021 VANILLA LATTE

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Hannah Morris, category team leader, Jacobs Douwe Egberts “IN particular, retailers should be looking to stock premium-quality, tasty beverages that are only going to grow in popularity. This makes our Tassimo system perfect for coffee consumers looking to replicate the outof-home experience and achieve the quality of a barista beverage with instant ease. “It’s clear that this consumer trend is still influencing the retail market. It is therefore important for retailers to communicate that premium products can be found, and indeed created, outside of the out-of-home market.”

Coffee

To find out more email connect@ccep.com, call 0808 1 000 000 or visit my.ccep.com 2021 Costa Ltd. All rights reserved. Coffee from Rainforest Alliance farms. Find out more at ra.org Source: *Total Coverage MAT Value Nielsen Total GB Week Ending 26.12.2020.

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‘THE PANDEMIC GAVE US A CHANCE TO SHOW WHAT WE WERE OFFERING’ The RETAIL EXPRESS team asks what changes in customer behaviour and purchasing habits are likely to continue beyond the end of the pandemic

THE PROBLEM As we get closer to a post-Covid-19 world, what trends and changes in customer shopping habits are retailers expecting to stay?

Sophie Towers Kibble Bank One Stop, Burnley, Lancashire

“I DON’T think people are going to change, really. I think social distancing will stay in place. People are now aware that we don’t need to stand right up next to someone and so they won’t do that any more. Giving people some space has just become a habit now for everyone. A lot of people are still very wary about where they shop and who they’re around. “When the other shops open up there might be a bit of a lull, but nothing is going to change. People have always had the opportunity to go to the supermarket and they came to us instead. The only shops reopening will be things like clothing shops, and we don’t sell those goods anyway. “You’ve got a really good opportunity to retain the customers that you’ve got. If it’s boiling hot or snowing outside, people won’t want to queue outside a supermarket when they can get in and out of your shop quickly instead.”

Anil Patel Costcutter Isleworth, London

“WE’VE seen an uplift in all categories and I’ve now stabilised that growth. During the pandemic, people came to my store who hadn’t come in before and now they are regular customers. Because of Covid-19, they had to come in, and they got to see what we were doing and what we’ve got. Then they were shopping with us every day. “So, now more people are doing their weekly shop with us because they �ind the service better and they can get everything they want. I don’t think that will change because when everything was open last year we were still steady. “The pandemic gave us a chance to show the locality and the consumer what we were offering in our store. We kept on top of things, and now the only category in which I think we’ll see a drop in is the alcohol section when people go back to the pub.”

Sasi Patel Go Local, Manchester

“OUR strong sales in the vape category will continue postCovid-19. The pandemic allowed convenience stores to get in on the vaping trend when the specialist vape stores closed. We’ve got new customers because of our vape station who we expect to stick with us. “Chilled is also a category that’s grown and that I think is here to stay. My weekly taking in the chiller is £1,800, which is a big uplift compared to pre-pandemic. We’re putting in an £80,000 extension on one of my sites to give me 36 metres of extra selling space in chilled. “Fruit and vegetables have had a massive uplift. I expect that to stay. The supermarkets were our competition before and during Covid-19. They had the investment and they kept trading. It’s not like they’ve been out of the picture. But we capitalised on it and shopping local is fashionable again.”

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