Pass My Parcel up 35% Every Week
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02.10.2015 RETAIL SECRETS 21 ways to grow your snacks sales CHRISTMAS GUIDE Page 30 » On trend for decades ‘We’ve been doing food to go since 1984’ Page 26 » NEWS l CONVENIENCE l PROFIT www.betterretailing.com l £2.20 Pass My Parcel up 35% every week INVESTIGATION l Smiths News grows click and collect network by 2,600 Mistakes stores in five months. mar new l Amazon’s withdrawal from Collect+ means only we PO Local offer same and next-day delivery, says Jon Bunting. Page 5 » branches LIVING WAGE Citizens Advice report finds staff One in are making ‘basic 10 shops errors’. Page 4 » at risk of NEWSPAPERS closure ‘Automatic Survey highlights potential impact of payments new policy. Page 4 » won’t stop NEWSSTAND late papers’ PRDP chairman says Men’s mag making complaints PoS push is vital as restitution alone would hide Frontline category real problems. boost for 2,500 independent stores. Pages 5 & 22 » Page 7 » SPECIAL REPORT: Vol 126 No 40 RN investigates News FOR TRADE USE ONLY UK Direct credit errors Lyon’s share of loyalty West Midlands retailer Baljit Bargotta (third from left) following reader 40 celebrated the ofcial launch of his new Lyoness loyalty card scheme at his Snit- complaints. terfield Village Store near Stratford-upon-Avon last Friday with support from local suppliers and local MP Nadhim Zahawi (fifth from left). Full story page 14 » Page 21 » RNSource: ad template.indd Nielsen 21scantrack data 2012 - 2014 28/09/2015 10:37 Retail Newsagent 2 October 2015 3 New My Local boss Mike Greene has been tweeting this week about the newly-acquired M Local stores he has been visiting, reporting on the staff he meets and the great things he sees. Multiple competition has long been a pressure point for local shops. And while the initial reaction to My Local has been largely positive, it got me thinking about whether it’s good news for independent RETAIL NEWSAGENT retailers. NEWS ● CONVENIENCE ● PROFIT Mike Greene is not your typical multiple grocer chief executive. For a start he has intimate knowledge of what makes a c-store great and has Will the move of an done a lot to grow the convenience channel. As a two-time ACS chair- independent retail man and board member for 19 years, he spent a great deal of time meet- expert into multiple ing, visiting and learning from some of the industry’s best stores. He convenience be a certainly commands their respect, judging from the congratulations he received on social media. huge threat or will it From running shopper marketing firm Him! he will have one of the fuel further growth best supplier contacts books in the industry. This shows in the “crack and better standards team” he’s building at My Local, featuring former Nisa, Today’s and across the industry? Lifestyle Express symbol boss Raj Krishan. As a major Nisa customer he will also benefit from the group’s infrastructure, ranging, own label and fresh offer. His passion for independent retail comes across when he talks about combining the entrepreneurialism of independents with the discipline of multiples. Copying your best bits and capitalising on your weak- nesses will be a major factor in hitting his ambitious 18-month £300m CHRIS GAMM target. Will the move of an independent retail expert into multiple Editor convenience be a huge threat or will it fuel further growth and better @ChrisGammRN standards across the industry? Only time will tell, but it will certainly add some more colour over the coming months. 26 CONTENTS 34 NEXT WEEK 23 COLUMNIST NEWS by malice or FEATURES incompetence, asks Temperatures 4 INDUSTRY NEWS Post Office angry retailer are falling and 28 NEWS ANALYSIS RN hits Locals in the firing line the road to Birmingham 20 YOUR STOCK, YOUR SAY customers are over ‘basic errors’ and asks if England’s Will the Conservative starting 6 BUSINESS NEWS Symbols to complain of second city is gear up for Christmas government’s Enterprise actually retail’s Bill help your business? colds and flu. 7 NEWSTRADE Indies help to worst kept secret And are you stocked up John Eastwood CHRISTMAS SOFT DRINKS push men’s mag sales looks at OTC 30 CHRISTMAS with OTC medicines in GUIDE Another 21 amazing 8 PRODUCT NEWS Heineken preparation for winter? favourites and This week’s calls up James Bond for big sellers instalment looks at tips to boost sales 21 YOUR ISSUE multimedia campaign 24 PRICEWATCH seasonal snacks RN puts the spotlight 32 WINTER REMEDIES 12 REGIONAL NEWS Living on News UK’s returns Rosé wine prices 28 Wage costs lead to 35% around the UK Coping with customers’ process after coughs and sneezes fall in c-store investment readers express 22 26 RETAILER 16 NFRN DISTRICT COUNCIL their concerns PROFILE THIS WEEK London, Northern Ireland 22 INDUSTRY PROFILE Based in a historic and Eastern Counties DCs Press building that IN MAGAZINES Distribution dates back to 1840, SELLING A STORE COMMENT & 35 ROUND-UP Promoting Review Panel Jacqui Bailey is added value to customers Property guru Barry ANALYSIS chairman Neil carving out a bit of 36 FOR YOUR SHELVES Stuff Frost visits a retailer in 19 LETTERS Are Menzies Robinson history of her own anniversary edition; Zen need of advice problems caused (right) in her Spar store colouring special WE ARE TOTALLY INDEPENDENT FROM THE PDF, IN FACT WE FALL OUT WITH IT QUITE OFTEN – PDRP CHAIRMAN NEIL ROBINSON SAYS HIS PANEL IS FREE FROM INDUSTRY INFLUENCE Page 22 » 4 2 October 2015 Retail Newsagent Christmas Camelot to make annuals more millionaires Camelot will launch its new-look Lotto game on 10 update October with a guaranteed Customers of Smiths 25 millionaires and a marketing News remain uncertain campaign fronted by celebri- if or when orders for this ties including Katie Price and season’s Christmas annu- Laurence Llewelyn-Bowen. als will arrive, but RN can Retailers will be supplied a confirm the wholesaler full PoS kit containing posters, has agreed to take five DC leaflets and other materials Thomson titles. ahead of the draw, and will also The publisher said The have the chance to take part in Beano, The Broons, Oor six virtual Lotto draws, each Wullie, Friendship Book offering a jackpot of £5,000, and The People’s Friend an- along with other prizes. nuals are to be distributed to Smiths’ customers. However, at the time RN went to press, it had not Mystery shopping probe finds basic errors are rife Citizens Advice calls for improvements been decided whether the wholesaler would take The Dandy, My Weekly or Jac- queline Wilson annuals. Smiths News declined to Post Office Locals in the comment on the situation, but in a notice sent to the trade last week, it said: “We are still working with pub- firing line over mistakes lishers regarding this year’s Christmas annuals. Details by Gurpreet Samrai found the store was closed areas into which it is being masters Branch national on whether these will be when it should have been put have been looked into. secretary, said the Post available will be provided in “Basic errors” need to be open and 25% of mystery For example, if we went Ofce needs to “listen to due course. We apologise for addressed at new Post Of- shoppers felt counter staf Local there would be a huge the people who work in the any inconvenience caused.” fice Locals being rolled out had shown insufcient area that would lose some network and know what it DC Thomson said distri- across the UK, a watchdog knowledge. of the services and that needs to make it right”. bution from Menzies should has warned. Citizens Advice is call- was one of things we were The report also high- continue as normal. A mystery shopping ing on the Post Ofce to fighting.” lights positives, includ- investigation by Citizens commit to “necessary Jay Aytain, of Linton ing that in 97% of cases Advice found that although improvements” includ- Post Ofce and Spar store, accessibility to post ofces 75% of shoppers were satis- ing an improved training South Derbyshire, said: is good or has been recently Scheme fied after their visit, there programme. “They have approached improved, and in 60% of were problems with the Carol Sparks, of Bashley me, but I’ve not gone down visits counter staf served delayed consistency and reliability Post Ofce in New Milton, that route yet. I’m trying shoppers immediately. IT issues have led HMRC to of services. Hampshire, who last to weigh everything up be- Post Ofce spokesman delay the launch of the Alco- The report states that month won her three-year cause there’s another post Mark Davies said it will hol Wholesaler Registration in only 39% of cases staf battle against becoming ofce in the next village “consider as a business Scheme until January 2016. correctly recommended a Post Ofce Local, said: that converted and they lost what further steps we can The initiative, designed to an item should be sent by “I don’t believe the model a lot of business.” take to improve service for hinder criminals trading in second class, 4% of shoppers has been fully tested or the Mark Baker, CWU Post- customers”. non-duty paid alcohol, was due to launch this month. However, HMRC ofcials have called for more time Living Wage ‘will close stores’ govt told to fix problems with the online application process. Retail trade bodies have responses to the NLW con- NFRN national presi- in excess of £167m within James Bielby, chief raised further concerns sultation, with warnings dent Ralph Patel said: “The a year.