Retail Express: 2 July 2019 by BetterRetailing

HEINZ MARGIN ANGER Retailers hit back at 1p-per-case margins on top-selling lines

INDEPENDENT ACHIEVERS ACADEMY plan Make an action for community success with Booker

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Legitimate retailers benefit as HMRC reports drop in illegal alcohol and tobacco sales

Shop owner hits out after police repeatedly target his shop for knife sales

Our 10-step guide to teaching your staff the tricks to selling tobacco responsibly

P23

06/06/2019 16:03

INDEPENDENT ACHIEVERS ACADEMY Make an action plan for community success with Booker

2-15 JULY 2019 betterRetailing.com

ACADEMY IN ACTION

Academy The Independent Achievers development (IAA) is a learning and to increase programme that helps in Action sales and profits. Academy like you are shows how retailers to use the working with our partners Academy’s advice.

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PARTNER ADVICE

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Shop owner hits out after police repeatedly target his shop for knife sales

Our 10-step guide to teaching your staff the tricks to selling tobacco responsibly

P23

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our say

Chris Dillon, editor - insight

Poor PMP practice risks putting retailers off promos

The five biggest stories this fortnight 01

Tax gap falls after beer and cigarette legislation

ALEX YAU IT’S UNCLEAR whether this week’s cover story was a howler on the part of the wholesaler or the supplier, but London retailer Gaurave Sood certainly laid the blame at the manufacturer’s door. For retailers, the lesson is clear: keep an eye on your margins, especially on multibuy price-marked products. Trading is tough enough for many without your own stock turning against you. But there are also lessons here for manufacturers. A good promotion has to work for everyone. It has to offer good margins at every point in the supply chain while also being good for the customer. There’s also another a lesson about price-marking specifically. The benefits of price-marked RETAILERS packs (PMP) are well documented, NEED TO HAVE but with costs going up, retailers need to have more choice in the MORE CHOICE prices they charge and the money IN THE PRICES they make. It won’t take too many examples THEY CHARGE of bad practice before it becomes common for retailers to move away from the mechanic altogether. Some have already started, as documented on our website, betterRetailing.com. We’ve completed an analysis on the levels of choice in PMPs from Booker, Bestway and Nisa. If you read nothing else online this week, do go to betterRetailing.com/news/pmp-myth and find out how you can put more cash in your till. FOR MORE OPINION, GO TO PAGE 14 @retailexpress betterRetailing.com facebook.com/betterretailing Editor – insight Chris Dillon @ChrisDillonNT 020 7689 3379

Editor – news Jack Courtez @JackCourtez 020 7689 3371

News editor Megan Humphrey @MeganHumphrey_ 020 7689 3357

Features editor Daryl Worthington @DarylNewtrade 020 7689 3390

Features writer Priyanka Jethwa @Priyanka_NT 020 7689 3355

Reporter Alex Yau @AlexYau_ 020 7689 3358

Insight reporter Tamara Birch @TamaraBirchNT 020 7689 3361

Reporter William Dodds @WilliamDoddsRN 020 7689 3350

Production editor Ryan Cooper 020 7689 3354

Editor in chief Louise Banham 020 7689 3353

Head of sales Matthew Oliver 020 7689 3367

Sub editor Jim Findlay 020 7689 3373

Account director George McCracken 020 7689 3364

Sub editor Tom Allaway 020 7689 3395

Account director Charlotte Jesson 020 7689 3389

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

Head of marketing Jessica SalisburyFielder 020 7689 3352

fell from £850m to £600m, following the introduction of the alcohol wholesaler registration scheme (AWRS) in 2017. Under AWRS, legitimate alcohol wholesalers can be iden-

Gov’t promotions ban

SYMBOL groups have pledged support for retailers who could be hit by restrictions on bestselling impulse lines. To reduce childhood obesity, the Scottish and UK governments undertook consultations that propose restrictions on promotions and placement of products.

Costcutter marketing director Sean Russell said: “We’re using sales data to help our retailers understand spending habits and stay ahead of regulation.” The Scottish Wholesale Association, Simply Fresh and Spar said they would examine any new legislation closely.

Small focus for Nisa

NISA is targeting more NFRN retailers as part of its latest recruitment drive. Since May, the symbol group advertised its services at two recent NFRN district business meetings across the south of England in a bid to attract smaller-format CTNs.

According to Nisa sales director Steve Leach, “NFRN members can choose to have as much or as little involvement with Nisa as they like”. “For instance, the choice of fascia status or not,” he added.

48,789 Audit Bureau of Circulations July 1 2017 to June 30 2018 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.

ti�ied by retailers through a unique identi�ication number. The Federation of Wholesale Distributors chief executive James Bielby said the decline represents a ‘huge win’.

Despite these VAT and duty successes, widening income, National Insurance and capital gains fraud saw the overall tax gap rise to £35bn.

Tesco Metro overhaul

TESCO has revealed plans to tailor its small-store offering in its latest 2019 annual report. As part of the plans, Tesco will be improving its Tesco Metro service model by repurposing space, improving gross margin and reducing costs. In addition, the supermar-

ket will be changing its 156 Tesco Metro stores. Sixty-one of them will be more like its supermarket model, and 95 will be closer to the Tesco Express model. In the same report, Tesco also highlights plans to access new growth with wholesaler Booker.

Read more at: betterRetailing.com/ confectionerycrackdown

Sales support executive Michela Marino 020 7689 3382

Managing director Parin Gohil Head of design Senior account manager 020 7689 3375 Anne-Claire Pickard Natalie Reed 020 7689 3391 Management 020 7689 3372 accountant Designer Abigayle Sylvane Business Jody Cooke development executive 020 7689 3383 020 7689 3380 Kurran Jagpal Production coordinator 020 7689 3363 Ashley Reid 020 7689 3368 Subscribe online at newtrade.co.uk/our-products/ print/retail-express. 1 year subscription: UK £65; overseas (EU) £75; overseas (non-EU) £85

JTI CLAIMS illegal tobacco sellers remain a serious problem for legitimate retailers, despite a £700m annual drop in the tax gap of illicit cigarettes traded last year. Last month, HMRC released the �irst tax gap �igures since the introduction of tobacco plain packaging. According to the �igures, the tax gap of illicit cigarettes fell from £1.7bn to £1bn in 2018. Despite the drop, the tax gap of illicit hand-rolling tobacco traded in the same period rose from £700m to £800m. Commenting on the �igures, JTI head of corporate affairs & communications Charlie Cunningham-Reid said: “The �igures released by HMRC show that, two years on from the introduction of plain packaging, there has been no change in the trend of UK tax paid consumption. “Illicit tobacco remains a serious problem with a total tax revenue loss of £45.2bn since the start of the century.” The �igures also show the tax gap of beer traded illegally

Read more at: betterRetailing.com/ nisa-targetsunaffiliated-stores

Own-label boost

BOOKER has revamped the design of its ownlabel range amid plans to help retailers increase sales of Happy Shopper and Euro Shopper products. Speaking at the NFRN’s annual conference in Brighton last month, Booker retail

development director Paul Birch said: “We’re working on the margin and we’re trying to drive customer sales. “We think we’ve previously not been bold enough about the value these lines offer and I think they should be selling well.”

@retailexpress facebook.com/betterRetailing

2-15 JULY 2019 betterRetailing.com

chris.dillon@newtrade.co.uk 020 7689 3379

Heinz multibuys have shop owners working for beans JACK COURTEZ RETAILERS are canning Heinz’s products in protest of ‘pathetic’ margins on multibuy varieties of its core lines. A three-for-£2.50 offer on £9.99 wholesale priced (WSP) 12-pack cases of core soup lines left shop owners with just 1p gross margin when bought from Natco Cash and Carry in Hayes, London. The same case was £9.79 at Dhamecha and £8.99 at Bestway, according to one shop owner, giving

gross margins of 2.1% and 10.1%, respectively. Wholesaler sources told Retail Express that high minimum order requirements by Heinz was making smaller wholesalers unable to maintain retailer margins. Gaurave Sood, from Neelam store in Hillingdon, London, spotted the deal. He told Retail Express: “There’s no way that this offer is sustainable for shops. I’ll be delisting and replacing the lot until margins improve. There are others out there, such as Baxters, that offer a respectable margin.”

The same three-for-£2.50 offer is also advertised at centrally managed Spar and Tesco stores. Faraz Iqbal, from Premier Linktown Local in Kirkcaldy, said his “wake-up call” on multibuy offers came after examining his soft drinks category. After checking more multibuy lines, he saw that his twofor-£2 Heinz Macaroni Cheese lines were offering 25% gross margin individually, but only providing around 8% when bought together. The same deal applies to other core

lines, such as Heinz Beanz. He explained: “The uptake of these multibuys by customers is quite high, but it’s dif�icult for wholesalers to give a clear margin, so I think many stores will be unaware of what their return is.” According to Iqbal’s sales data, 50% of Heinz Macaroni Cheese lines purchased were sold as part of a multibuy offer, but lines in other categories such as soft drinks were as much as 100%. Retail Express examined �ive leading wholesalers, which all misleadingly listed

the pro�it on return (POR), ignoring the impact of multibuy deals without any warning. Iqbal advised other shop owners to check the actual sales margins on multibuy marked packs. Asked why retailers should continue to stock low-margin multibuy deals, Heinz failed to respond.

31%

97%

The increase in confectionery basket spend when it includes a healthier line

of confectionery products are at risk

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PUZZLES: Keesing Media’s Puzzle Life has partnered with the NFRN to help retailers improve their puzzle category and increase sales. Puzzle Life will send representatives to stores around the UK to advise retailers. Matt Holbrook, Puzzle Life sales manager, said: “Over the years, we came up with the idea to help retailers streamline their ranges and help their displays look more appealing to customers.” SMITHS NEWS: David Lomas, of Lomas News in Lancashire, has encouraged retailers living on the border between Menzies and Smiths News areas to check if they can switch wholesalers. Lomas moved to Smiths after realising his store is located between the two. “We managed to move it and it’s been great,” he said.

BAD WEEK

How will government proposals to restrict the sale of unhealthy food affect your store?

Percentage of topselling products that could be restricted

GOOD WEEK

Read more at betterRetailing. com/products/newspapersmagazines/wholesaler-switch

PROMOTIONS BAN EXPLAINED

44%

30%

of soft drinks would be hit

SPAR: Spar has issued an urgent product recall for a prawn pasta salad batch that was mislabelled. Prawn pasta salad packages contained tuna & sweetcorn pasta salad, putting fish allergy sufferers at risk. The Food Standards Agency alert said: “Tuna is not mentioned on the label, which means the product is a possible health risk for anyone with an allergy to fish.” RESPONSIBLE RETAILING: NFRN members rejected the motion to ban energy drinks sales to under-16s at their annual conference last week. This was the second time the motion was put forward and rejected. David Woodrow, owner of Woodrow’s in Bishopton, told RN: “Those against it don’t understand what we’re trying to achieve.” Read more at betterRetailing.com/banenergy-drinks-rejected

NEW

NEWS

2-15 JULY 2019 betterRetailing.com

Retailer questions police on knife stings WILLIAM DODDS CONVENIENCE store owner Nadeem Ahmed hit out at Nottinghamshire Police after they attempted �ive knife purchase sting operations in his store in the last eight years. The police alleged that he failed a sixth sting, but the judge dismissed the case after an under-18 police cadet was not called to give evidence.

“I am innocent of all this, but I am very upset at the way police handled it,” Ahmed told Nottinghamshire Live. However, Serve Legal director Ed Heaver told Retail Express that police sting operations are successfully driving greater age-check compliance when it comes to knife sales by grocery stores. The number of knife test purchases carried out by the �irm increased 76% in 2018.

Successful age challenges by cashiers rose to 82% from 57% �ive years ago. Heaver said: “There’s greater focus from government and the press, and there’s a bit of carrot and stick involved. Across the country, police actions and stings are driving improvements in retailer age-check compliance.” Heaver raised concerns, however, that high compliance and the decision by some store own-

ers to withdraw knives from sale altogether could drive underage customers to the internet, where less than half of test purchases were ID-checked. While the Serious Violence Strategy encourages sting operation purchases and funds prosecutions, Heaver claimed this disproportionately targets bricks-and-mortar stores as sting operations on online deliveries were “too resource-intensive”.

STOCK AN ICE CREAM WITH PÜRE STYLE THIS SUMMER

Tabloids flop in ABCs as Financial Times thrives RED-TOPS including the Mirror, Star and Sun suffered during May with signi�icant sales falls, while the Financial Times (FT) achieved improved results. The Daily Telegraph struggled, too, with a 13.8% sales fall from last year and a 1.4% fall on last month. Overall, Saturday sales are declining at a slower rate than

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the other days of the week, with the FT and the i posting increased Saturday sales month on month. However, the Saturday tabloids took a hit, with the Star and Sun facing a 6.5% and 5.4% month-on-month sales fall, respectively. The FT is currently the only paper to be growing Mondayto-Friday and on Saturday.

Banking director at the Post Office Martin Kearsley said the app is great news for customers and postmasters alike. “It’s a great way of highlighting just one of the vital services our postmasters offer to their communities,” he said.

Scottish alcohol sales grow despite MUP SCOTTISH industry groups have rejected NHS Scotland’s claim that alcohol sales were in decline last year. The health body said the fall showed minimum unit pricing (MUP), which sees customers forced to pay at least 50p per unit of alcohol, was having the desired effect. However, in good news for stores in Scotland, and in Wales (where a similar MUP policy is awaiting the green light from the EU), United Wholesale Gro-

cers managing director Amaan Ramzan said declines in heavily affected categories such as white cider were offset by new products and rises in other areas. He reassured stores that, overall, alcohol sales were up.

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Get ready for soup-er sales JACK COURTEZ FOODSERVICE equipment provider RH Hall has developed a new soup-to-go model for convenience stores in partnership with New Covent Garden. RH Hall’s head of food solutions, Chris O’Neill, told RN they’ve partnered with Costcutter for an initial rollout and said he had been “gobsmacked” by retailer interest and early store sales, even over the summer. The system uses 2l soup bags in �ive vegetarian �lavours, two of which are vegan. The bags can be stored ambient for 12 months, and last 12 hours when heated. QR codes on the bags scanned by the

soup units manage the shelf life, screen-displayed product information such as allergens, and self-cleaning at the end of each 12-hour run. Asked what type of stores are right for the device, O’Neill said: “If you are a store near of�ices, factories or anything else that drives a strong lunch mission from your customers, that’s the key demographic.” The device includes a server and a cabinet unit with dimensions of 450x600x970mm. Additional access space is required from either the left or right of the machine. O’Neill said different options including loans, leases, rental and outright purchase agreements were all available, depending on sales volumes.

For more information, call us on: 020 7689 3355

2-15 JULY 2019 betterRetailing.com

Barr innovates in adult drinks market STEPPING up to cater for summer barbecues, Barr Soft Drinks has launched a new range of premium adult soft drinks called St Clement’s. Available in 500ml glass bottles and in two flavours, Apple & Pear and Raspberry & Blackberry, the supplier said retailers should stock the range in the adult soft drinks section. Adrian Troy, marketing director at Barr Soft Drinks, said: “Stocking both flavours will boost shopper visibility and help to build incremental sales. “Shopper attitudes towards drinking are changing, with one-third of under-25s

abstaining from drinking alcohol completely and 27% of adults drinking less alcohol.”

Limited-edition four- Nature Valley unveils Little Mix and Simple new tennis promo tackle online bullying pack from Corona TO HELP fund beach cleans across the UK, Corona is launching limited-edition four-packs of the beer. The ‘Protect paradise’ pack is designed to help save the oceans from marine plastic pollution. For every limitededition pack purchased, Corona and charity Parley for the Oceans will commit to cleaning one square metre of local beach. One million limited-edition packs will be rolled out across stores until August. Patricia Garcia, Corona’s marketing manager, said: “We believe by partnering with Parley for the Oceans we are in the best position to encourage consumers to make a difference and are

providing retailers with the opportunity to stay abreast of consumer trends. These limited-edition packs allow consumers to make a difference and we expect them to be extremely popular over the summer months.”

SNACK bar brand Nature Valley is once again partnering with the Lawn Tennis Association to encourage families and new players to get into tennis. The pair have teamed up to host Nature Valley Big Tennis Weekends across the country, with more than 1,200 locations hosting events aimed at getting

people to pick up a racket and give it a go. A similar initiative last year saw more than 43,000 people trying tennis at their local club and almost half of them went on to join their local club. Events will take place across the country throughout the year.

SIMPLE is teaming up with pop girl group Little Mix and charity Ditch the Label for a campaign to tackle online bullying. With almost a third of teens suffering from cyberbullying, the brand is launching a 60-second �ilm that will be promoted on social media sites, such as YouTube and Twitter.

The �ilm will be backed by paid social media activity. The brand has also launched an online hub to help teenagers struggling with online bullying. The activity marks the second year that the brand has partnered with Little Mix, with brand sales growing by 3.5% last year.

Strongbow targets better health

CCEP launches Premier Vita Coco Pressed launches in the UK League giveaway

HEINEKEN has announced that Strongbow will be made without arti�icial sweeteners, colours and �lavours. The brand is also adding calorie and nutritional information labelling to all its packaging to enable consumers to easily �ind the ingredients and calorie content of their drink. Cindy Tervoort, marketing director at Heineken, said: “Research tells us that consumer attitudes are changing; they are thinking more about what they consume and where it’s from – which includes being more mindful about ingredients, too. So, with this change we’re leading the way with Strongbow.”

A NEW promotion across Coca-Cola’s brands will give away over 960 pairs of tickets to Premier League football matches. The promotion will run until 2 September, and 120 pairs of tickets will be given away every week.

It will be supported by TV, radio and outdoor advertising, and run across Coca-Cola, Coca-Cola Zero Sugar, Diet Coke, Fanta, Fanta Zero, Sprite, Sprite Zero, Dr Pepper, Dr Pepper Zero, Oasis and Oasis Zero. Special packs will feature a graphic of the Premier League logo and retailers will have access to in-store display materials. Simon Harrison, vice president of commercial development at Coca-Cola European Partners, said: “Our new on-pack promotion will help retailers to drive visibility and sales across multiple brands in their store by appealing to football fans across the country.”

FOLLOWING its launch in the US, Vita Coco Pressed will now be available to retailers in the UK. Vita Coco Pressed is different from the original recipe, made from coconut water blended with pieces of pressed coconut, giving it a nuttier and sweeter taste. As a category that has grown to more than £120m

annual sales in the UK, it is the �irst in a line of products being added to the range, with Vita Coco Sparkling also due to hit shelves this month. The launch will be supported with a campaign centred on an ‘Impossible to hate’ theme, which will include sampling, festival presence, outdoor advertising and social media. Giles Brook, chief executive of�icer at Vita Coco, said: “From initial UK data, we can already see that Pressed has potential for the same level of success as our core coconut water has experienced to date. What’s equally exciting is that over 90% of Pressed sales have come from new, younger consumers.”

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PRODUCTS

Confectionery sugar tax slammed CHRIS DILLON RETAILERS have dismissed research that 36% of consumers would buy less chocolate if a sugar tax was introduced on confectionery. The report from GlobalData claimed that more than a third would buy less confectionery and dessert products, while one in 10 would buy none at all if a tax was introduced. Kent retailer Adam Hogwood, of Budgens Broadstairs in Kent, said: “Shoppers are very often idealistic when they answer these surveys. It’s like when people plan to save half of a chocolate bar for later – it never happens.”

Susan Connolly, of the stat Connolly Spars in Wiltshire, said that she believed some of her shoppers would buy less confectionery, of shoppers say they would but many will not. buy less confectionery if a sugar tax was introduced “It’s similar to the drinks category. Some people swapped to less sugary drinks and some people stayed the same,” she said. Trudy Davies, of Woosnam & Davies in Powys, also agreed. “We always think we make healthier choices than we actually do,” she said.

36%

2-15 JULY 2019 betterRetailing.com

Border Biscuits goes 90% plastic-free AS PART of a £1.6m investment, Border Biscuits has announced that it is removing 90% of the plastic from its packaging. The products will now be made with recyclable cardboard, which means that will now weigh 50% less, meaning twice as many packs can �it onto a pallet.

Suzie Carlaw, Border Biscuits marketing manager, said: “Innovating to reduce singleuse plastic has been a key focus over the last 12 months, and our new packaging means we can address the environmental concerns of our customers without compromising on quality.”

For more debates, ideas and inspiration, search betterRetailing.com on Facebook and join the group

Cathedral City’s new Blood Orange boost for Keep cool with reduced-calorie range JJ Whitley Gin flavours Jägermeister ice packs CATHEDRAL City is extending its range with new products that contain 82 calories per portion. Cathedral City 82 has 50% reduced fat and 33% less calories than standard cheddar. The launch aims to move customer attention away from the term ‘reduced fat’ and instead promote quality on healthier lines. The range contains 200g blocks, slices and grated formats. Nigel Marchant, Cathedral City’s marketing controller, said: “We’ve seen a more recent shift in government, retailer and consumer focus towards calorie reduction, and in response, a rise of cal-

orie-based products in other grocery categories such as ice cream, which are successfully changing consumer perceptions of ‘lighter’ offerings in their respective sectors.”

JJ WHITLEY is jumping on the blood orange gin trend with its latest �lavour launch. Available in 70cl bottles, RRP £18, the gin will sit alongside Elder�lower, Nettle, London Dry and Violet gin in its range. Leanne Ware, Halewood Wines & Spirits white spirits director, said: “Orange-�lavoured spirits have performed exceptionally well for our other brands, such as Whitley Neill. As a result, we saw the opportunity to add another �lavour to JJ Whitley’s range in time for the start of summer.”

High-end Malfy joins New York Bakery Co Pernod Ricard’s range runs on-pack promo PERNOD Ricard has purchased Italian super-premium gin Malfy in a bid to drive customer spend in the category. With �lavoured gin making up more than 40% of super-premium gin growth – de�ined by Pernod Ricard as priced between £20.50 and £32 – Malfy’s range contains Lemon, Blood Orange and Grapefruit �lavours, as well

as an un�lavoured original. Louise Ryan, managing director of the Gin Hub, Pernod Ricard’s brand company, said: “Gin is booming and shoppers are rapidly looking for more premium options, with superpremium gin the fastest-growing segment, growing in volume by 29% per year over the past �ive years.”

YOUR shoppers have the chance to get their the stat hands on one of 40,000 limited-edition bagel tins. New York limited-edition tins are up for grabs Bakery Co’s on-pack promotion will run until 17 September. To win one, shoppers can enter the codes found on �ivepacks of bagels online. Rhiannon Heap, New York Bakery Co brand manager, said the campaign would be the biggest on-pack promotion from the brand to date and a way to promote the brand’s New York roots.

40,000

JÄGERMEISTER is aiming to be a picnic must-have this summer with a new format in the shape of a cool pack. The pack encourages shoppers to chill the herbal liqueur to -18°, while also keeping other products bought for picnics cool, too. The 35cl packs have an RRP of £13, and the brand is urging retailers to promote it as part of barbecue, festivals, picnics and summer nights in displays. Giles Mountford, trade and category marketing manager at Jägermeister, said: “The cool pack is designed to educate consumers about how to store and enjoy the spirit, while creating new ways to enjoy the product.”

Aim for high sales with Low Tide AMERICAN craft beer brand Shipyard is launching Low Tide, a 0.5% ABV pale ale. With craft and lowalcohol continuing to be the two biggest drink trends, the company claims its launch will appeal to consumers who view the current low- and no-alcohol beer options as “tasteless”. Sam Cole, Shipyard brand manager, said: “Consumers expect more from their brands, particularly craft, in both quality and overall experience. Low Tide is a lowalcohol alternative that doesn’t compromise on taste.”

ACADEMY IN ACTION

2-15 JULY 2019 betterRetailing.com

The Independent Achievers Academy (IAA) is a learning and development programme that helps to increase sales and profits. Academy in Action shows how retailers like you are working with our partners to use the Academy’s advice.

Names: Jazz and Arjan Singh Rhoud Morley Convenience Store Shop: Location: Leeds Size: Staff:

We’re here to help. Call 020 7689 0500

2,000sq ft Five full-time, four part-time

PARTNER ADVICE

SERVICE TO THE COMMUNITY

Martyn Parkinson Brand Director – Premier Booker Wholesale

This time, find out how the IAA and BOOKER WHOLESALE helped Leeds retailers JAZZ and ARJAN SINGH RHOUD offer better service to their community CONTRIBUTING to your local area through community fundraising, campaigns or initiatives is a great way to increase customer loyalty and make your business more successful. To do so, though, requires targeting, discipline and planning in advance. Martyn Parkinson, Premier brand director, worked with retailers Jazz and Arjan Singh Rhoud to help them take their service to the community to the next level. Morley Convenience Store has been operating since 1987. Jazz took it over from his father, and is now getting ready to hand over the reins to his son, Arjan. How can the IAA help the Rhouds enhance their community presence?

Want to see more? For more on how to improve your store, and to see more of Jazz and Arjan’s shop, go to betterRetailing.com/Academy-in-Action

Community is a big part of what our retailers do, and we’re looking forward to working with Arjan and Jazz to help them get further involved.

YOUR ACTION PLAN 1 Walk your shop

This is designed to be used to help you think like a customer

2 Benchmark your shop

Use the checklist below, ticking all you see evidence of

WHY I TAKE PART The advice from Booker, and its ongoing help on external factors, such as our relationship with the community, will help our business grow. We want to give back to our community after all the years our customers have supported us, and we are excited to see how the changes we will be making will affect our business.

IAA ADVICE

Offering services to make you a one-stop shop Being generous through charity work and fundraising Supporting and promoting local initiatives or campaigns Planning and budgeting to ensure success Sharing successes so your hard work is noticed

Getting noticed in the wider community

Engaging with local schools to show their support

Offering services that benefit the local community

Jazz and Arjan are well known in their community, but they want to extend their reach. How can they engage with new communities?

Jazz and Arjan have a great relationship with their customers, but want to get involved with nearby schools. What can they do to show their support of the community?

Several of Jazz and Arjan’s customers struggle with getting to the store. How can the shop owners make their store more accessible?

Martyn says: “Social media is a great tool for retailers, particularly Facebook and Twitter. Be sure to engage in a positive and friendly way so local customers can identify with you, and with the changes you are going to make, so you can start to build excitement.”

Martyn says: “Showing support for fundraising events that local schools are hosting can attract new customers. Another option is to offer free fruit and healthy breakfasts, and to talk to children about the importance of eating healthily.”

Martyn says: “Through new services, Jazz and Arjan can reward their loyal customers. A delivery service is a great way to help customers who struggle to carry heavy bags. It shows you are there for them and can increase loyalty and spend.”

ACTION Share photos on social media about your in-store activity.

ACTION Work with local schools on healthy food options and events.

ACTION Trial a new home delivery service to help vulnerable customers.

3 Pick one thing to improve Write it down, implement it this week and let us know how you get on using #IAA19

DRIVE AWARENESS AND LOYALTY Visit betterRetailing.com/IAA/benchmark to find ways to contribute to your local area and see how you can improve in 11 other categories.

Next time: Staff Development

PRODUCTS

2-15 JULY 2019 betterRetailing.com

All white for Kellogg’s Coco Pops Heineken labels ciders TAMARA BIRCH KELLOGG’S has launched White Choc Coco Pops in supermarkets, with the company promising to launch in independent wholesalers in the coming months. The new product contains 30% less sugar than other chocolate rice cereals. It launched in all major supermarkets in mid-June, with an RRP of £2.99. Katy Bailey, brand manager for Coco Pops at Kellogg’s, said: “In response to the growing desire for white chocolate varieties, we have created a white chocolate Coco Pops that tastes as good as the original.”

Independent retailers are keen to try the new product, but there are concerns about leaving the product release too late. Ferhan Ashiq, owner of Day-Today Ashiqs, East Lothian, said: “I’d de�initely try this. Cereal does well in my store as a whole – new products are great, but very few last beyond the initial hype.” Faraz Iqbal, owner of Premier Linktown Local in Kirkcaldy, said: “New products like these usually have an initial hype, and if it’s coming to independents it will need to be quick or it will be too late.”

and reduces sugar HEINEKEN has announced all its cider packaging will include calorie and nutritional information, rolling out across 2019. The news coincides with Heineken announcing signi�icant reductions in sugar across its cider brands, starting with Bulmers Original cider. Cindy Tervoort, marketing director at Heineken, said: “We know consumers are thinking more about what they consume and where it’s come from. We hope this move will inspire the rest of the cider industry to follow.” Heineken’s aim to reduce its sugar content comes at a time when 93% of Brits say they

Find out how some indie retailers have managed to stock it already. Go to betterRetailing.com/ white-choc-coco-pops

want to reduce the amount of sugar they consume daily.

Coca-Cola praised for Burton’s Biscuits’ new Barr launches new plastic bottle pledges Maryland Cookie Bars glucose-based drink COCA-COLA has won plaudits from the government for new initiatives aimed at upping the amount of recycled plastic it uses. The move will see Coca-Cola Great Britain and Coca-Cola European Partners pledging that all its Glacéau Smartwater bottles will be made from 100% recycled plastic by the end of 2019. It is also on track to double the amount of recycled plastic in all its other plastic bottles by early next year. The company is also replacing Sprite’s green bottle with clear ones to make it easier to recycle after use. Its initiatives earned praise from environment minister Thérèse Coffey.

Burton’s Biscuits Company is entering the chocolate biscuit bar category for the �irst time. Maryland Chocolate Cookie Bars will be available to retailers from mid-July. The product comes in packs of eight and has an RRP of £1.39.

Kate Needham, Burton’s Biscuit Company marketing director, said: “The launch will help retailers drive onthe-go snacks sales among shoppers looking for a treat.”

BARR Soft Drinks’ KA is launching a glucosebased drink aimed at bringing a touch of the Caribbean to the energy market. According to the company, KA Reload will bring an “authentic taste” of the region to the sector. Reload is available in two �lavours, Black Cherry and Mango, and it comes in 500ml bottles price-marked at 99p. The launch is being supported by digital marketing across Instagram, Snapchat and Spotify, targeting KA drinkers.

Calbee redesigns packs Own-label frozen range Venom victories for for posh pea snaps for One Stop retailers WKD canned cocktails CALBEE has unveiled new packaging for its pea snaps range, Yushoi, in a bid to get customers spending more. The redesign will roll out across single 21g packs, 6x21g multipacks and 105g sharing bags. It will be supported with a digital marketing campaign that will include advertising on Instagram, which is considered a vital platform for Yushoi’s target consumers. There will also be a sampling campaign at events, with 28,000 free packs of Yushoi to give away with newspapers. The new packaging will be available from selected wholesalers, including Epicurium, Tree of Life and Suma. Jon Wood, commercial di-

rector at Calbee, said: “The brand has experienced continuous growth for the past three years, up 20% year on year, and worth £6.7m.”

ONE Stop has added a number of new offerings to its own-label frozen range, with additions taking in everything from ready meals to a new protein range of party foods and highquality meat. There are 24 new lines in all, including quarter pounder burgers, buffalo wings and smoky barbecue pork ribs, taking the total of

One Stop own-label lines to more than 450. One Stop head of product Phil Banks said: “One Stop is committed to driving quality levels and championing British produce, while providing our loyal customer base with great prices. “Our new frozen range is the natural progression as we continue to develop and improve our range.”

WKD has extended its canned cocktail range with two new varieties. WKD Venom and Anti Venom are inspired by the popular bar drink of the same name. The drinks, which come in 12x440ml outers and have an ABV of 6.5%, will be available in Bargain Booze, Booker Scotland and Bestway. They will come in £2.69 price-marked cans. Karen Salters, group director at SHS drinks, said: “This launch is all about WKD driving growth with a convenient product that re�lects consumers’ on-trade habits and preferences.” The launch will be backed by social media activity and re-

tailers can drive sales in store with branded PoS.

CATEGORY ADVICE

In association with

2-15 JULY 2019 betterRetailing.com

SOFT DRINKS SALES SOAR RETAIL EXPRESS rejoins soft drinks category expert Jemma Healy from LUCOZADE RIBENA SUNTORY to see how her advice has increased sales in Aqueel Farid’s north London high-street store

WITH summer arriving, now is the time to make your soft drinks display sparkle to optimise sales. Earlier this month, category expert Jemma Healy from Lucozade Ribena Suntory visited Aqueel’s north London store and shared her advice on how a cleverly arranged display and focused range can grow sales. Retail Express revisits Aqueel to see the results.

AFTER

FOCUS ON AQUEEL FARID Save More Food & Wine, north London

CHALLENGES AND CHANGES Choice: Aqueel wasn’t catering to customers on specific missions, so we created a better flow from soft drinks to food to go in the fridge. Sugar conscious: The chiller wasn’t serving sugar-conscious customers, so we made room for low- and no-sugar lines such as Lucozade Sport Low Cal Orange. Make an impact: Aqueel’s soft drinks fridge wasn’t inviting to customers, so we put bestsellers at eye level to grab shoppers’ attention.

AQUEEL SAYS

THE RESULT

“THE sales increase is remarkable, considering how easy it was to make the changes. We have been restocking constantly to keep the display arranged how Jemma left it. Customers are coming into the shop and going straight from the chiller to the till in a very short space of time because they instantly see what they want.”

£5,250

KEY LESSONS

Offer customers choice by expanding your range with sugar-free and low-calorie options of their favourite brands.

Arrange products vertically into segments and separate from food to go to improve chiller layout.

Grab shoppers’ attention by placing bestselling brands at eye level to encourage impulse purchases.

1 2 3

BEFORE

The predicted annual soft drinks sales increase for Aqueel, based on data from the past six weeks

LUCOZADE RIBENA SUNTORY’S TIPS Place top sellers at eye level so shoppers can find their favourite brands. Maximise year-round sales by focusing on layout, range and stocking up. Make it easy for shoppers by blocking categories and brands.

GET INVOLVED

EXPERT ADVICE JEMMA HEALY

Commercial activation controller, Lucozade Ribena Suntory “AQUEEL’S store is small and on a busy high street, so relies on providing quick service for impulse shoppers. It’s great to see that catering for those shoppers in terms of range and layout has helped him grow sales, but also efficiently serve his fast-moving customer base.”

DRIVE SOFT DRINKS SALES IN YOUR STORE To see more of Aqueel’s shop, and for more advice and tips, go to betterRetailing.com/soft-drinks-soar

PRODUCTS

Canned Costa Coffee launched PRIYANKA JETHWA COCA-COLA has launched ready-to-drink Costa Coffee, a chilled, canned coffee, brewed with Costa Coffee beans. Costa Coffee will be available in three �lavours, including Classic Latte, Caramel Latte and Black Americano, and contains 15-108 calories per 250ml can. The launch comes in the �irst six months after Coca-Cola acquired Costa Coffee from Whitbread. The launch will be supported by a marketing campaign including outdoor, digital and sampling activity. Jennifer Mann, Coca-Cola senior vice president and pres-

ident of global ventures, said: “This launch combines the marketing expertise, global scale and distribution credentials of the Coca-Cola system with Costa Coffee’s expertise and capabilities in coffee. “The result is a fantastictasting, ready-to-drink coffee.” Retailer Martin Wood told Retail Express that though the energy drink market is getting “crowded”, Coca-Cola’s recent energy drink launches were performing well. “I stock Monster Espresso and Coca-Cola Energy, and both are doing well. “I always get a case of anything new as customers expect to see new products and I don’t want to miss out on something that could sell well,” he added.

2-15 JULY 2019 betterRetailing.com

Nestlé starts Aero Bliss campaign in London AERO Bliss has kicked off a campaign at West�ield shopping centre in Shepherd’s Bush, London, as Nestlé pushes its new addition. Pressurised �looring and an automated dispenser unit shaped like an oversized Aero Bliss box will be installed for people to interact with as

the Aero Bliss advert unfolds on screen. Amy Kendall, Aero assistant brand manager at Nestlé, said: “Video captured during the weekend activation will be used in a supporting social media campaign, alongside paid social media, digital and outdoor advertising activities.”

Tanya Reynolds fronts Fuze Tea launches new Vimto announces major Diet Coke campaign nationwide campaign advertising campaign COCA-COLA European Partners (CCEP) has enlisted actress Tanya Reynolds as part of a newly launched marketing campaign for its Diet Coke range. The launch campaign is backing Diet Coke’s new �lavours, Twisted Strawberry and Exotic Mango. They will be promoted with a new multimillion-pound campaign, fronted by TV star Tanya Reynolds. It features new

TV, radio and outdoor advertising, and retailers can promote the campaign in store with PoS. “Flavoured colas are hugely popular, with 7.4 million households buying into the segment and shoppers adding 30% growth in 2018,” said Simon Harrison, vice president of commercial development at CCEP. “This shows the demand for variety within light colas.”

COCA-COLA European Partners’ (CCEP) new campaign for Fuze Tea aims to promote mindfulness and mental well-being among consumers. The campaign will span TV, a podcast called ‘Mind tingles’ and nationwide sampling activity. The brand will also run a radio and outdoor advertising campaign, as well as geo-targeted adverts, directing shoppers to the nearest retailer selling Fuze Tea, helping to drive footfall and sales. Simon Harrison, vice president of commercial development at CCEP, said: “Readyto-drink tea is now the fastest-growing soft drinks sector, growing by 44% in value, and Fuze Tea is helping to drive this growth.”

FOLLOWING hot on the heels of its most successful year ever, Vimto has announced a £3.5m advertising campaign for the brand in 2019. Vimto’s stock is soaring after adding £10m to brand value in 2018, with sales at the brand’s highest-ever level and one in four homes now buying the brand.

The campaign will follow its ‘I See Vimto In You’ creative from last year and will appear on TV and video on demand, and in cinemas. Further support comes from PoS aimed at engaging customers by offering a month’s supply of the soft drink or an iPhone as prizes.

Mentos complements Shloer unveils new Big Apple for Snapple range with campaign sparkling packaging as drink gets new look PERFETTI Van Melle is sweetening up the category with limited-edition Complimentos, with every pack featuring a light-hearted message. It will be backed by a £1.6m campaign and made available on Fruit, Mint and Rainbow varieties until September. It will be the brand’s biggest investment this year.

The campaign will also include a cinema advert, outdoor media, pop-ups and sampling, alongside PoS for retailers. Sarah Elmer, Mentos brand manager at Perfetti Van Melle, said: “The adult singles market is under pressure, particularly within mints, so we’re aiming to inject some excitement in order to drive growth.”

GROWN-UP soft drink Shloer has got a fresh look for the summer after revealing a new logo and pack design. The redesign is being rolled out across the brand’s recently expanded range. Brand owner SHS Drinks said it is aiming for a fun image, with a sparkling ‘S’ design and �lavour-related colouring used for the packaging. It’s part of a £1.4m marketing support package for Shloer

this year, and head of soft drinks at SHS Drinks Nick White said: “Our rebrand brings this personality to life on pack and will greatly increase engagement and shelf stand-out.”

JUICE drink Snapple is heading to the Big Apple and celebrating its New York heritage with a new look for the brand. Barr Soft Drinks has redesigned the labels using skyscraper-style lettering, with new names for the �lavours. The range now includes Pretty in

Pink Lemonade, Mango Madness and Snappy Apple among its seven varieties. Marketing director Adrian Troy said: “This year is set to be the biggest year yet for the brand, and with this new design, we’re highlighting all the best things about Snapple.”

PUT A NEW

BERRY TWIST ON YOUR SALES

* Nielsen Total MAT Value GB 15/12/18 ** Weekly Nielsen Data MAT w/e 29.09.2018 ÂŠ2019 The Coca-Cola Company. Coca-Cola, Coca-Cola Zero and Diet Coke are registered trademarks of The Coca-Cola Company. All rights reserved.

Tap into growing consumer demand for light cola flavours, currently worth almost ÂŁ190m with 25% value growth* Diet Coke remains the no.1 sugar free cola** Coca-Cola zero sugar is the fastest growing major cola brand in GB** Supported by a multi-million pound marketing campaign

To find out more visit www.cokecustomerhub.co.uk or call Customer Hub on 0808 1 000 000

COC1073_Coke_Berries_Ads_RE_AW1.indd 1

21/03/2019 10:00

DON’T MISS THE 12 JULY ISSUE OF RN

OPINION LEADING INDUSTRY OPINION ON THIS FORTNIGHT’S HOT TOPICS

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

HMRC TAX GAPS:

Can more be done to tackle illicit trade? “IT IS clear that the introduction of the Alcohol Wholesaler Registration Scheme in 2017 was hugely successful in returning duty revenue to the Treasury, and sales to legitimate wholesalers. This is reflected in FWD members’ own experience, as they saw an increase in trade in the months after the registration scheme was introduced.” James Bielby, chief executive, Federation of Wholesale Distributors

Special: Fascia Report – How symbol groups can help innovate your store

“IT IS welcome news that the tax gap is reducing, but this is not time to be complacent. Any retailer found selling illicit or non-duty-paid alcohol and tobacco should feel the full force of the law and, where necessary, ceased from trading.” James Lowman, chief executive, ACS

It is welcome news that the tax gap is reducing, but this is not time to be complacent

PLUS STORE CRIME: How can retailers tackle violence against staff?

The latest vaping trends that you can make more money from

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The best independent retailers stay ahead by reading RN each week. Do you? ORDER YOUR COPY from your news wholesaler today or contact Kate Daw on 020 7689 3394 TO ADVERTISE in RN, please contact Matthew Oliver on 020 7689 3367

“ATTACKS ON retail staff, particularly over the refusal to sell age-restricted products, is an increasing problem across the convenience sector. The NFRN has been calling for the law to be strengthened to provide greater protection and have supported Daniel Johnson’s MSP bill in the Scottish Parliament.” Stuart Reddish, national president, NFRN

EXCLUSIVE What to Stock handbook with this issue

RETAIL NEWS THAT MATTERS

the Ami How faster thanPage 16 » TOUR STORE moves

“MORE NEEDS to be done. We can replace stock, but it is not as easy to repair the physical and emotional well-being of a colleague. We must take action and work together to re-think our approach to this issue in order to ensure people feel safe when they turn up for work.” Jo Whitfield, CEO, Co-op Food

BOOKER: How did the wholesaler perform in Tesco’s latest results? “BOOKER continues to grow well and customers are responding positively to the benefits of ‘Joining Forces’, including our improved offer in fresh food and the launch of more than 100 new and exclusive fresh-cut flowers and drinks products, helping to drive total sales of 4.2% excluding tobacco.” Dave Lewis, chief executive, Tesco

“THE FUTURE remains bright for Tesco with the dominant online platform, new wins and growth in its own-label products and opportunities from the Booker integration. Tesco is a diamond in the rubble of Brexit and continues to shine.”

Booker’s customers are responding positively to ‘Joining Forces’

Freddie Lait, chief information officer, Latitude Investment Management

LABELLING: What does ‘Natasha’s Law’ mean for retailers?

Food businesses will need guidance and support

“THE NEW legislation, known as ‘Natasha’s Law’, will tighten the rules by requiring foods that are pre-packed directly for sale to carry a full list of ingredients – giving allergy sufferers greater trust in the food they buy. These changes will make food labels clear and consistent.”

“WE WILL continue to work with the Food Standards Agency during the two-year implementation period to help retailers understand and deliver the changes of the law. Food businesses, large and small, will need detailed guidance and support.”

Michael Gove, environment secretary

James Lowman, chief executive, ACS

LETTERS

2-15 JULY 2019 betterRetailing.com

Wharfedale

sam Premier coldbeck convenience store, Hull

Letters may be edited

Plain packaging could be extended to chocolate, crisps and snacks, but surely education is the real answer?

‘Smiths using overseas call centres is a bad idea’ I’VE READ that the CEO of Smiths News intends to move part of its customer service to India. He says the move will improve the speed, capability and the cost. This is bad news for retailers, for whom the move will have a detrimental impact as their above-stated objectives will not be achieved. Once, when it was fashionable to centralise the services, Smiths News jumped with both feet �irst. At the time, Smiths did not listen to the retailers,

but I hope this time they will. The newstrade is a time-sensitive business that needs a hands-on approach, not layers and layers of phantom management. The alternative is simple and cheaper: decentralise. Smiths has infrastructure in place in order to allow issues to be dealt with where the issues arise – buildings, personnel and IT systems. In my 30 years of retailing, I’ve not quite understood the role of customer service managers – why can’t they just deal with retailers

directly at a local level? The disbanding of centralised customer service and the Industry Standard Service Agreement in favour of localised decision making would con�irm the wholesaler’s commitment to the retailers and bring a truer meaning to the phrase supply chain partnership. Subhash Varambhia, Snutch Newsagents, Leicester Tweet us to get featured!

TWEETS OF

THE WEEK

WIN £50-worth of Snapple stock

GIVE your shoppers a taste of New York with Snapple, the premium US still juice drink brand. Drive sales with this unique range of fruity flavours, in iconic 473ml glass bottles. Five winners will each win £50 of Snapple for their store, plus a Snapple T-shirt.

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.

@retailexpress

@CanterburyAles Hopefully this bit of free advertising from us in our proﬁle in the @retailexpress will send some business your way! Alan Mannings @ShopOnTheGreen

WE’VE seen some huge changes in our sector over the years in relation to packaging and display, especially with tobacco. With that in mind, I’m sure many retailers, suppliers and manufacturers can appreciate the sinking feeling in my stomach when I glanced at the following opening Each issue, one of seven top statement the retailers shares advice to other day: “The make your store magnificent Institute for Public Policy Research (IPPR) is calling for a number of hard-hitting new measures to help protect public health.” The IPPR claims fruit and veg is at a disadvantage because chocolate, crisps and snacks are sold in brightlycoloured packaging. The think tank’s ‘hard-hitting’ new measures argue that selling such calorific products in plain packaging, similar to that used for tobacco products, would be the perfect way to tackle obesity. As retailers, we’ve learned from experience that measures like this are often brought in with no evidence, fact or common sense. This inevitably leads to months of turmoil for everyone involved in the sector, combined with mass confusion for customers. While I agree that Britain is getting fatter and obesity is a problem that is costing the country millions of pounds in healthcare, I also think that a serious amount of education is required to teach our kids and adults that sugary snacks and drinks are a treat and not a necessity. Promoting smart snacking choices, introducing easily accessible cooking classes and providing more free fitness-based activities in communities are just some of the ways to help families develop healthier attitudes to food and life in general. In my humble opinion, this would be the best way to tackle obesity and healthy living. There just doesn’t seem to be enough effort being made to educate people on the benefits of a healthy diet. It’s about time think tanks stopped trying to educate from the shop floor and instead returned their attentions to the classroom and good old-fashioned parental guidance and common sense.

After a long goodbye, the oldest shop in Greenwich has closed. Best wishes to the Sabo family as this chapter in their lives comes to an end – the shop was always so much more than just a newsagent. Greenwich.co.uk @greenwichcouk On this day (June 24) in 1825, William Henry Smith, English newsagent and bookseller, was born. He joined his father’s newsagent business and took full control in 1846, building #WHSmith, the biggest chain of newsagents in Britain, before going into politics. @SallyBiddulph

Get in touch

@retailexpress betterRetailing.com facebook.com/betterRetailing chris.dillon@newtrade.co.uk 020 7689 3379

Weâ&#x20AC;&#x2122;ve had a reďŹ t

Faster access, 24/7 Refreshed membership packages Recommended content based on your preferences New tools and downloads Plus all the exclusive news and insight crucial to making better-informed business decisions, better stocking and pricing comparisons, and better relationships with your shoppers â&#x20AC;&#x201D; and suppliers Harness the power of

to improve your bottom line.

VANS EXPRESS FORD TRANSIT CONNECT

2-15 JULY 2019 betterRetailing.com

GET CONNECTED Boasting a host of features, the Ford Transit Connect is a mid-sized van that makes driving an enjoyable experience. CHRIS DILLON finds out more

INTRODUCTION THE POPULARITY of the Ford Transit Connect is soaring, with sales growing by 35% during the first three months this year. It’s easy to understand why. It’s a mid-sized van that has ease of driving and connectivity at its heart. Features include heated mirrors, seats and windscreen, as well as cruise control, DAB radio and 16-inch alloy wheels. It also includes Ford’s digital services, with a mobile app that enables you to monitor the vehicle’s performance and on-board Wi-Fi, which can connect to 10 devices, perfect for ordering stock or monitoring your store on the move. A hill-start assist is included as standard, which is designed to stop the vehicle rolling back down a slope when you move your foot from the break to the accelerator. Extra features include a wireless charging pad (£114), rear-view mirror with blind spot eliminator (£48) and adaptive cruise control with pedestrian detection, pre-collision assist and lane-keeping aid (£948).

fast facts Model: Ford Transit Connect Limited 1.5l TDCi six-speed manual Miles per gallon: 56.5 Price: Starts from £24,366 Doors: Two back doors, one sliding door left

DRIVING TEST

Length/width/height: 4.4m/2.1m/1.8m Fits full pallet Blutetooth connection

THE FORD Transit Connect is an incredibly easy and enjoyable van to drive. It was a smooth experience from start to finish, with light steering, slick gearbox and an engine that has all the power you need from it. It’s also incredibly comfy in the cabin, too, and even though we were out in it on one of the hottest days of the year, its climate control worked incredibly quickly. Its acceleration speed was a nice surprise as well, keeping you competitive in traffic and making the whole driving experience feel lightweight and effortless.

VERDICT FOR MANY retailers, the Ford Transit Connect would be perfectly suited to their business. Its rear is surprisingly spacious, the driving experience is incredibly comfy and its tech features, such as Wi-Fi and wireless charging, make this van great for doing business on the move, meaning you can stay connected to your store even when you’re out of it. Its size is a good compromise between a panel van and smaller vehicle – you could easily do a full top-up at the cash and carry – while its performance enables you to deal with a broad range of environments.

Built-in sat nav

CATEGORY ADVICE PETCARE

2-15 JULY 2019 betterRetailing.com

the stat

ÂŁ911m The value of the cat food market

PURR-FECT SALES With the pet food market continuing to grow, the need for convenience stores to stock petcare products is increasing. TAMARA BIRCH explores how retailers can get the most from this category

TAKING CARE WITH 49% of the population owning a pet, having a core and varied range is essential for retailers to maximise sales in petcare. Retailers can use the category to win loyal customers by offering a broad range that meets different shopper needs. The cat food category is worth ÂŁ911m, and the dog food market is expected to grow by up to 3% by 2020, showing the importance of petcare and the opportunity for retailers.

Consumer habits have changed rapidly over the past few years, with convenient formats such as pouches and packets making gains over tins. These trends are also impacting the petcare market. Stock popular brands, such as Felix and Bakers, at eye level in an easy-to-access area to meet customer needs. Pets are treated as an integral part of the family, meaning retailers can drive sales by

the stat

Top three lines to stock

3% The predicted growth of the dog food market by 2020 stocking more than just pet food. Retailers should consider stocking toys, treats and accessories to make your store a one-stop destination for buying petcare products.

Felix Meaty Selection in Jelly in Pouch 12x100g

Bakers Adult Complete Chicken & Vegetables Dry in Box 14kg

Bakers Adult Complete Beef & Vegetables Dry in Box 14kg To find out the top 25 petcare lines in independent and symbol stores, go to betterRetailing.com/tools-andresources/what-to-stock

#LSS19

CONNECT. INNOVATE. GROW. Join more than 100 like-minded retailers looking for ideas, stand-out suppliers and action plans that will help the convenience sector thrive. Take advantage of a full day of panel discussions, strategic sessions andÂ networking opportunities.

Learning partners

9 OCTOBER Royal Institute of British Architects, London

CATEGORY ADVICE PETCARE RETAILER

TIPS

TOP TIPS FOR DRIVING SALES

SUSTAINABILITY THE use of plastic on products is being questioned, with most companies redesigning their packaging in a bid to cut down plastic. Thomas Lee, managing director of bird-food supplier Henry Bell, says: “Sustainability and reduction of single-use plastic is at the forefront of businesses’ and consumers’ minds. As a company, we want to inspire our customers and

Ray Monelle, Orchard News, Westonsuper-Mare, Somerset

2-15 JULY 2019 betterRetailing.com

Strive for convenience “Our goal is to strive for convenience. We have a pet store within walking distance of us, so we keep a small, but core, range because customers will purchase petcare products when we are open late. Although our customers trust branded products for their pets, our own-label cat food sells well, as petcare tends to be a top-up category for us.”

the growing number of ethical consumers to recycle where they can and cut down on the use of plastic.” Retailer Abdul Qadar says petcare using paper over plastic is a positive action. “With plastic a hot topic of discussion at the moment, it’s good to see most of my pet food products plastic-free, which is great for the environment.”

Abdul Qadar, Ramzan & Sons, Edinburgh

Stock bestselling lines “We stock a large range, because most of our customers have a pet or two. Petcare is a very fast-moving category and is great for my store. Sticking to popular brands, such as Purina, has been successful, and our customers stock up a few times a week. All of our products sit across a three-metre fixture and our pet toys are popular products to stock, too.”

Marty Uppal, Fixby Stores, Huddersfield, West Yorkshire

Talk to your customers “Talking to customers about the products they want to see in store is key for driving sales. Following recommendations, we now stock a small range of squeaky toys, which are popular, especially as we have a lot of dogs in our area. Most of our petcare range is price-marked, which is convenient for customers buying last-minute.”

SUPPLIER

VIEW

Liz Wood, MDO director at Nestlé Purina, says pet shoppers continue to want better-quality products and convenience “WET cat food in cans continue to decline as shoppers trade up to pouches, so removing cans and switching to pouches is an effective way to save space and expand your range. “Market growth is being driven by premium singleserve and luxury food for pets, so stocking brands such as Felix and Gormet pouches can drive sales for retailers. There is a trend towards smaller dogs, which is accelerating single-serve formats and small-dog dry foods, so retailers should future-proof their fixtures by expanding their ranges. “Shoppers are looking for the brands they buy in the major multiples, so offering the correct range and brands is key for convenience retailers.”

SUPPLIER

VIEW

Russell Goldman, buying director at Rayburn Trading, discusses the importance of having an effective petcare range “IT’S important not to underestimate the UK pet food category. In 2018, there was a rise in the population of dogs to reach roughly nine million within the UK. This is 5% higher than in 2017, and, as a result, the UK pet food market has experienced growth to more than £3bn. “We’ve noticed a surge in snacks and toys sales deemed as pet confectionery. Price-marks have appeared on more and more products as major retailers are moving away from promotion activity and adopting everyday low-price methods of selling. We have seen an increase in the sale of petcare items with PMPs, but have also seen a rise in the popularity of own-brand products for the pet food category. “Stocking a wide range in this category is a simple, but effective, way to drive sales.”

drive petcare product sales Standard pet food is a must, but to drive sales retailers should consider offering these four areas Animal treatments With multiples offering large ranges, retailers can set themselves aside by stocking animal treatments, such as worm medicine, to encourage additional purchases and drive sales of other petcare products, like food. Pet toys, like squeaky formats for dogs and cats Offering a varied range in the petcare category is a simple way of driving sales. Marty Uppal stocks a core range of squeaky toys. “We stock a squeaky pig toy for dogs, which sells well and drives our sales with other products, like dry food,” he says. Collars In 2018, there was a rise in the population of dogs to approximately nine million, and with the petcare market worth more than £3bn, retailers can increase sales by offering a range different to their competitors. Treats Although pet food is a top range to stock, treats for pets can be placed on a clip strip, taking up minimal space in the store. If your store is in a residential area, stocking up on treats is a key investment to drive sales and increase spend.

ACADEMY IN ACTION

2-15 JULY 2019 betterRetailing.com

Name:

Anil Pankhania

Shop:

Nisa Local Craven Road Location: Paddington, London 1,500sq ft Size: Eight full-time, seven part-time Staff:

We’re here to help. Call 020 7689 0500

PARTNER ADVICE

STAFF DEVELOPMENT In the final Academy in Action visit, the IAA and its category partner the NFRN visited ANIL PANKHANIA to help him become better at developing his staff

THE heart of any successful business is the staff who make it happen. But employing and retaining high achievers is difficult. Retailers who develop their staff will succeed. Before you analyse how well you develop staff, read how Muntazir Dipoti from the NFRN helped retailer Anil Pankhania identify areas where he could improve. Nisa Local Craven Road is a large convenience store near Paddington Station. Anil is back from some time away from the business, so is aiming to get his store in order and see where he can improve. How can the IAA help Anil enable his staff to develop?

Want to see more? For more on how to improve your store and to see more of Anil’s shop, go to betterRetailing.com/Academy-in-Action

It’s great to offer a fresh perspective to a fellow retailer on staff development. By using the IAA as a development tool, and the member benefits, Anil should see results. Muntazir Dipoti Deputy vice president NFRN

YOUR ACTION PLAN 1 Walk your shop

This is designed to be used to help you think like a customer

2 Benchmark your shop

Use the checklist below, ticking all you see evidence of

WHY I TAKE PART I want to be more organised when it comes to processes, particularly around staff, as I know they are my biggest asset and crucial to the store’s success. It’s difficult to know where to start, and I’m hoping the NFRN and the IAA’s direction and assistance will help me to achieve my goals.

IAA ADVICE

Having the correct paperwork so staff know what’s expected Training and inductions to ensure staff can fulfil their roles Rewarding and recognising staff to get the best from them Reviewing and developing staff to fulfil their potential Day-to-day processes to ensure smooth operations

Having the correct paperwork so staff know what’s expected

Developing staff to fulfil their potential

Rewarding and recognising staff to get the best from them

Anil has found recruiting staff has become tougher. His adverts promote the fact that he pays more, but he is still short-staffed. What else can he do?

Staff retention is very high in Anil’s store. His store manager, Hassan, in particular, is a high achiever, so how can Anil develop him?

Anil publicly praises good work in his staff WhatsApp group, but how can he encourage his staff to share new ideas with the group?

Muntazir says: “It’s great Anil offers staff a higher wage, but he could use his job adverts to really sell the role. You can learn many skills in a convenience store, such as customer service and merchandising displays, and his adverts should reflect this.”

Muntazir says: “Anil is short-staffed, so formal sit-down meetings are a challenge. Anil needs to delegate more responsibility for recruitment to Hassan. He could try asking him to review and make recommendations on applicants and join at interviews.”

Muntazir says: “Anil is already doing a great job in involving staff in business conversations. He could go one step further by making them feel responsible for sales in their designated areas and offer rewards or pass on any supplier incentives as a result.”

ACTION Create job descriptions that promote skills learnt within the job.

ACTION Empower Hassan to take a bigger role in recruiting new staff.

ACTION Reward staff for sales success in their areas of the shop.

3 Pick one thing to improve Write it down, implement it this week and let us know how you get on using #IAA19

CREATE A THRIVING TEAM Visit betterRetailing.com/IAA/benchmark to better train, develop and reward your staff, and see how you can improve in 11 other categories. Three months after the first Academy in Action visit for the year took place, we catch up with the retailers that took part to find out how they benefitted from the advice given.

Next time: Customer Service Follow-up

CATEGORY ADVICE TOBACCO

TEST YOUR STAFF With all its rules and regulations, tobacco is among the more difficult categories for your shop staff to sell legally. The RETAIL EXPRESS team identifies 10 things your staff need to know

KEEPING ON TOP FROM plain packaging to track and trace, the past few years have seen a host of new legislation applied to tobacco. Despite this, tobacco and cigarette products are still a core range for many retailers, something that keeps the regular customers coming back and new customers expect to see in the store. With that in mind, it’s vital for retailers to ensure all of their staff are up to speed on all the latest rules and regulations, in order to avoid heavy penalties and punishments.

CODES YOU 01 TWO NEED TO KNOW TRACK and trace, which came into force in May, requires tobacco suppliers to place codes on all packs, cases and pallets to ensure they can be tracked through the supply chain. Retailers should already have applied for two separate codes: an Economic Operator ID Code and a Facility ID Code. Without these codes, they cannot buy or store tobacco. Duncan Cunningham, head of corporate and legal affairs at Imperial Tobacco, says the legislation has been introduced to combat illicit trading. “HMRC figures estimate that illicit tobacco is costing the Exchequer £1.8bn in cigarette revenues and £0.7bn in handrolling tobacco revenues – a combined all-time high,” he adds.

NEED TO 02 NO SCAN OUT TRACK and trace affects tobacco manufacturers and traders, but should not impact smokers that are buying tobacco legally. Mark Yexley, head of communications at JTI, says: “There is no requirement in the track and trace legislation for independent retailers to scan products out of their stores.”

2-15 JULY 2019 betterRetailing.com

F L AV OURE D GIN I S IN G R OW

CATEGORY ADVICE TOBACCO

SAFE – USE 03 BE CHALLENGE 25 A COMMON approach to avoid underage tobacco sales is to ask anyone who appears under the age of 25 to provide proof of age. “Retailers are the front-line in preventing children accessing ecigarettes, tobacco, alcohol or indeed any other age-restricted products. JTI therefore recommends Challenge 25 – where retailers request ID from anyone who looks below 25 years old,” Yexley explains.

2-15 JULY 2019 betterRetailing.com

ID 04 FAKE GIVEAWAYS TOBACCO manufacturers recommend that retailers accept UK photo card driving licences and PASS hologram cards. The challenge for retailers is to make sure their staff can recognise fakes. “Look out for ‘National Identification’, ‘International Driver’s Licence’ and ‘European Driving Permit’, which usually signify a fake form of ID. As a driving licence is easier to forge than a passport, JTI suggest that non-UK driving licences are not accepted unless retailers are familiar with its security features,” says Yexley.

TRICK TO 05 THE CHECKING AGE THE ability to do mental arithmetic quickly is a skill many business owners have, but shop staff may not be quite so fast. Retailers should make sure they keep a note of the latest date that someone could be born to be 18, which makes it easier to check ID. “If in doubt, it is today’s date minus 18 years,” Yexley says.

QUESTION TO 06 A CATCH A PROXY IF SHOP staff have any reason to believe that a shopper is buying tobacco for someone else, the sale must be rejected. “We recommend that retailers ask: ‘What brand do you usually smoke?’ The question will catch out people who are not purchasing for themselves,” Yexley says.

CATEGORY ADVICE TOBACCO

IS ON 07 MENTHOL THE WAY OUT IMPERIAL Tobaco’s Cunningham says: “We are working hard to educate retailers about the opportunities available to menthol smokers after May 2020. This includes adult smokers potentially moving towards e-cigarettes, where Blu offers a wide range of menthol and other compliant flavours.” The upcoming menthol ban on cigarettes presents a huge opportunity for vaping sales. Chris Street, Blu head of trade marketing, says: “Retailers should stock up on menthol e-liquids and Liquidpods, especially those including nic salts like Myblu Intense, and be aware of the forthcoming changes to legislation, in order to be well positioned to help smokers switch to something better.”

the stat

27%

The percentage of smokers who shop elsewhere when their brand isn’t available

AND 08 AVAILABILITY PRICE ARE KEY FOR many retailers, tobacco products are still one of their most popular lines, meaning it’s important to be well stocked. “Almost 27% of adult smokers choose to buy elsewhere if their brand is unavailable. Therefore, it’s vital that retailers maintain full availability and range to ensure they do not lose out on sales,” Yexley says.

HAS 09 VAPING SEPARATE LAWS ALTHOUGH vaping is less regulated than tobacco, there is still some key, specific legislation that retailers need to know about. “While we are in favour of some of these regulations – particularly those which have resulted in improved safety standards – we disagree with restrictions on e-vapour advertising, which limits our ability to promote vaping’s reduced-risk nature to adult smokers looking to switch,” says Cunningham.

HELP 10 SUPPLIER IS OUT THERE “JTI ADVANCE acts as a tool for retailers to support and develop their tobacco business. Available on mobile, tablet and desktop to suit the busy schedules of retailers, it offers key business tools including a margin calculator, training guides, videos, downloadable PDFs and much more,” says Yexley. Cunningham adds: “Our salesforce continues to work closely with retailers across the UK to ensure they are equipped to overcome regulatory challenges. We are committed to helping independent retailers with their merchandising, legislative education, tobacco and vape ranges, anti-illicit trade support and track and trace.”

2-15 JULY 2019 betterRetailing.com

TEST YOUR STAFF

ANSWERS

Find out how much your staff know:

Will dual cigarettes be removed under the 2020 menthol ban?

Yes / No

When will wholesalers be unable to sell non-track-and-trace-compliant cigarettes and rolling tobacco?

1 May 2020 / 20 May 2020 / 20 January 2020

What is the fine that can be given for selling tobacco to someone under 18?

How big can a tobacco price list be displayed in store?

Can you use your gantry to display nontobacco items, like lighters?

20 May 2020

Yes / No

Will menthol filters be banned after 2020?

£2,500

£43.5bn

JPS Players Real Red Superkings

2024

How much has illicit tobacco cost the UK since the year 2000? £17.2bn / £22.3bn / £43.5bn

What is the bestselling cigarette in independent stores? Sterling Dual King Size / Carlton Red King Size / JPS Players Real Red Superkings

£10,000 / £2,500 / £5,000

Yes, as they produce a menthol flavour

Yes / No

What age do you have to be to buy cigarette lighter refill canisters? No age limit / 18 / 16

What year will track and trace extend to cigars? 2021 / 2023 / 2024

A2 / A4 / A3

Illegal tobacco is damaging your local community, funding organised crime and undermining local businesses We all have a role to play to combat the issue. Don’t be complicit in the illicit trade

Anyone with information about this type of crime should contact Trading Standards on 03454 04 05 06 or visit www.jtiadvance.co.uk/DontBeComplicit

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l We can apply for your alcohol licence or vary existing hours and lay-out of premises l We can also represent you at hearings and reviews of premises licences

Established 2005

NFRN

“NFRN Retail Standards can help you implement or maintain “NFRN Retail Standards caneffective help procedures to support and achieve you implement or maintain effective successful business growth.” procedures to support and achieve successful growth.” Our library ofbusiness Training Modules, Fact Sheets, Risklibrary Assessments andModules, Checklists is invaluable Our of Training Fact Sheets, and available free to members. Risk Assessments and Checklists is invaluable and available free to members.

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Reach 48,000 retailers every fortnight – contact Matthew Oliver on 020 7689 3367 or adteam@newtrade.co.uk

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PROFILE

2-15 JULY 2019 betterRetailing.com

RETAILER PROFILE IMOGEN KELLY LONDIS STOUR ROAD, CHRISTCHURCH, DORSET Location: Christchurch Shop size: Around 1,000sq ft Staff: 13 (mix of full- and part-time)

‘SOCIAL MEDIA GETS ME MORE SALES’ DARYL WORTHINGTON IMOGEN Kelly began working as a junior staff member at Steve Bassett’s Londis in Weymouth while she was in sixth form. Now, she is overseeing a major refurb as the manager of his Christchurch store. “While I was at university in Canterbury, I would come back to Weymouth and work in the store on my holidays,” Imogen says. “After I graduated, I got a full-time job as a supervisor. At the same time, I also became the social media manager for all Steve’s stores across the south of England.” She found her degree in media studies quickly came in handy. “When I was at university, social media wasn’t as important as it is now, but the lecturers were telling us it was going to be a big thing. “I took that knowledge into Londis, and used social media to promote the shops, improve their engagement with customers and ultimately get more sales,” Imogen explains. “I started off by getting content for all of the stores,” she says. “This was a challenge, as they all had different things go-

ing on. Bridgewater was selling a lot of Polish food, for example, while the Weymouth store was really pushing its ice cream.” “Competitions and giveaways, posts where people can get something for free, are always popular. We had one competition that had more than 19,000 engagements,” she continues. Following her success in the supervisor and social media roles, Imogen was asked by Steve to be the manager of Londis Stour Road in Christchurch. “I’ve found the transition into being a store manager has gone quite smoothly,” she reveals. “Dave Hiscutt, the manager of the Weymouth store, trained me to do most of the manager’s responsibilities anyway – without me even realising it.” Staff retention is a big challenge for many retailers. For Imogen, the opportunities offered

Why should you care about illegal tobacco?

by both Dave and Steve are a big part of why she’s stayed. “They’ve made me feel comfortable as a person, and helped me develop my skills and abilities,” Imogen explains. “It was a big step for me to move to Christchurch, but they’ve made it easy for me to do, and been there to support me.” Imogen says one of the biggest skills she’s developed in her time in retail is people management. “As a supervisor, I was responsible for who I was on shift with, but running a

I ENGAGE WITH THE CUSTOMERS TO GET FEEDBACK ON WHAT THEY WANT

whole store is a different challenge. Having to recruit, making sure the team get along – I’ve never had the opportunity to do things like that do before.” Since she’s been in the role, Imogen has been responsible for a number of changes at the store, including moving the American confectionery to a more prominent location, and developing a vegan and vegetarian range. “I engage with the customers to get feedback on what they want,” she explains. “When I �irst started, I had the idea of getting a pizza oven. I suggested it to Steve, and we had one installed within a week. The pizzas have really taken off – on the �irst day we sold more than 100 slices of pizza. Now, sell about 40 a day.” Imogen is now focused on her next challenge, the upcoming refurbishment. This will see the shop’s layout changed and a post of�ice installed. “I’ve been involved with the whole process – it’s been really exciting,” she says.

vegan, vegetarian and gluten-free ranges 1 Stock “I’m a vegetarian, and I found that a lot of our customers were also looking for vegetarian and vegan products, so I have brought in new lines that have proved really popular,” says Imogen. be afraid to change things around 2 Don’t

“Our US products were in the middle aisle with our grocery,” she says. “Now, I’ve moved them to our confectionery aisle. It means the store is better coordinated and people can find things more easily.”

To see more photos of Imogen’s store, go to betterRetailing.com/ store-profiles/londis-christchurch

o threatens Illegal tobacc s ods, damage o h li e v li ’ rs e retail and contains communities ingredients. unregulated Follow @suspect_report

when you’re going to be busy 3 Know

“We know when the school kids will be coming in – and that’s when we sell food to go. This helps us know how much food to prepare throughout the day, and cuts down on wastage,” she explains.

0800 0495992

suspect-it-report-it.co.uk Report illegal cigarette sales and smuggling