BETTER COMMUNICATION BETTER SALES BETTER PROFITS exclusive category guidance
september 2012 betterwholesaling.com
How to negotiate with suppliers P28 the rise of own brand The high-value heroes lifting your sales
The A To Z of catering P08 Blakemore on teamwork P10
Store Wars: how retailers took over from suppliers P06
p1_cover Sept V2 final_2.indd 1 30/08/2012 16:54 welcome SEPTEMBER/2012
Contents Leader
Analysis Cover story Category guide Can you
16/20 30/32 quantify that? 4 in a league of Sweet treats I’m often asked by suppliers whether we can quantify the SWEET SUCCESS its own Bite-size and effect of category management on sales. Good news – we Sugro urges retailers Own brand is a sharing bags can. Back in June, we spent the day with Dhamecha in to up their game success story but continue to be a hit Hayes to see how category advice helped chief executive where can it go with retailers Pradip Dhamecha to grow sales of selected confectionery 06/07 from here? lines by up to 50%. We rolled the advice out in a step-by- THE BATTLE- 34/36 step guide that you could apply to your own business. GROUND Features The PERFECT This issue, we’ve moved our focus to the tobacco room and Greg Thain says be BLEND spent the day with Junaid Arif, general manager of Bestway in unique to compete How retailers and Gateshead, Newcastle to see how together with his supplier, 24/25 foodservice needs he bumped up sales of a particular line by 164% and grew the Ways to raise differ in the hot total tobacco category by 10% (p14). This time, category advice Spotlight beverages your margins was about tailoring a localised solution – is this something your David Harris looks 08/09 at the key strategies 38/39 business could benefit from? to succeed We look forward to covering more category-driving success TURKISH Staying Power stories in the future. If you’re doing something innovative you DELIGHTS Battery suppliers 26/27 discuss boosting would like to share, please get in touch. Alternatively, if you A To Z learns how to need help to boost a part of your business, there may be profit from potential THE RULES OF battery sales sources of waste negotiation something we can do to help. Robert Taylor 40/41 Other highlights this issue include a guide to 10/ reveals his top tips latest negotiating with major suppliers (p28), advice on how to grow your business Tackle future to win you great products Challenges deals with suppliers The latest launches (p26) and exclusive insight on what your Sam Wilcox says and promotions retail and foodservice customers love people are a key 28/29 about own-brand products (p16). resource to invest in Pastures Hope you enjoy the issue. Brew Breweries need 42/ 12/ Back page GET INTO more focused ways to market 15 minutes with the spirit Mike Wilmore from Diageo’s Roz Nash Palmer and Harvey on making profits Direct Van Sales. editor from alcoholic drinks get in touch [email protected]
our contributors
robert STEFAN Taylor is the SAm Wilcox Appleby is managing director is the managing editor-in-chief of and founder of SNS director of Better Wholesaling and has conducted A F Blakemore and editor of leading negotiations with Wholesale, where trade title Retail Asda, Tesco, J P he is responsible Express. In this issue Morgan, UBS, for its cash & carry, he profiles A To Z Sony, BMG and foodservice and Catering Supplies. Elvis Costello. He fresh foods divisions. In his spare time has an economics degree, is a Fellow of the He has been employed at the company for Stefan enjoys playing cricket and darts, and Association of Corporate Treasurers and 25 years. He is also the vice chairman of watching his beloved non-league football also a chartered accountant. Landmark Wholesale. team Gresley FC.
Betterwholesaling.com SEPTEMBER 2012 03
p3_contentsCS5.indd 3 30/08/2012 17:45 news analysis
SUGRO
Snack attack: It’s been a good year for chocolate, confectionery and crisps SWEET SUCCESS Sugro is taking major strides to help retailers survive the ‘value’ market, writes ELIT Rowland
he future of retail is One of the ways One of the group’s biggest looking uncertain, the group is confronting the recent announcements was according to Phillip challenge is by to encourag- the official launch of its retail Jenkins,T MD of Sugro who Sugro is developing fascia Nearbuy, which will ing the use of retailer-focused says that despite positive resources – including best- a more competitive be rolled out using a ‘cluster’ growth during the first half seller lists and planograms on retail base strategy to populate some of of 2012, liquidity issues the Sugro website. “Wholesal- the UK’s busiest cities. around retailers are caus- ers need to give their retailers “For me, the idea of cluster ing an element of concern. more accurate information on basics to make it through these marketing is important – why “We are seeing payments ranging and getting their prod- challenging times” says Jen- have a fascia in the middle of around retailers getting more ucts right”, says Ian Irvine, kins. “Look at what sells best, nowhere when you can have ten difficult to obtain – their costs head of retail and business de- focus on good merchandising in more highly populated areas are increasing and because velopment. “Wholesalers must and take advantage of PoS.” – and support your marketing we’ve moved into a value mar- direct them to our website At Sugro, It’s been a particu- campaign with advertising in ket where margins are less, the – we’ve already provided the larly good year for chocolate local media.” second half of the year will be a information they need.” confectionery, crisps and One of the initial drivers will challenge.” Sugro is also tightening up snacks. In particular, larger be the south-west. “We are also Contributing to the problem its compliance procedure to format packs and sharing interested in Cardiff, Swansea, is the rise of price-marking, develop a stronger, more com- packs. “Six-pack Walkers are Bristol, Manchester and when says Jenkins, which is creat- petitive retail membership. becoming an integral part of we are really confident, maybe ing a “ceiling of margin” that This has meant saying goodbye our business and we may soon London.” restricts the retailer. “Retailers to 200 retailers, but taking recommend as a ‘must-stock’ The group began a develop- have a fixed amount of money on 50 more who are willing to item”, says Jenkins. And while mental trial of the Nearbuy to spend when they walk into implement Sweet Break – a some may believe that ‘sea- fascia in the North West of a depot”, he explains. “This promotional scheme designed sonal’ in retail is gone, Sugro England in 2009 and has been doesn’t increase when you to allow the independent re- is also performing well here. “progressively learning and introduce PMP – it just means tailers to compete in a ‘highly “We adapt a more commercial experimenting since”. their purchasing will change.” challenging’ market. “We are approach – we look at different “We are now in a position to So how can independent recommending our retailers in propositions to the multiples” truly launch the fascia,” says retailers truly develop? recent months to go back to says Jenkins. Jenkins. l
04 SEPTEMBER 2012 Betterwholesaling.com
p4 newsaCS51.indd 4 30/08/2012 15:07 news analysis
Suppliers
The battleground Developing a unique offering is key to competing with the multiples, says Greg Thain
n the past 10 years, Greg Thain(pictured) manufacturers in terms of who who supply the independent the world of fast mov- talks to Better Wholesaling owns the sale. What are the channel? ing consumer goods about the implications for implications for distributors Greg: The implications for hasI been dominated wholesalers who supply distributors are positive. by manufacturers like the independent market Major retailers have made Unilever and Coca-Cola. in the UK - there is good themselves progressively more Today, big retailers have news. expensive for manufacturers the upper hand, says a 2,500 to deal with. A good strategy new edition of Store Wars, BW: Over the past 15 years, independent for manufacturers to counter which provides expert the major retail chains have shops backed the retailers’ growing power is analysis of the strategic gained the upper hand from by wholesalers to cultivate other channels of battleground. Co-author the major packaged goods distribution for their brands.
06 SEPTEMBER 2012 Betterwholesaling.com
p6-7 NEWSANALYSIS CS5.indd 6 30/08/2012 13:31 can match the multiples on counter model as an example shopper knowledge, they can where you says that 400 SKUs then win on individualised are at break even or loss lead- The big strength of the independent service. ers and the other 600 have to used to be in having a much greater deliver the profit, is this what level of customer knowledge and BW: How much scale do you the multiples will do. Most think symbol groups need to independent retailers don’t individual service than the multiple have in order to provide an ef- measure their shelf space and fective alternative to the major try to make a profit on most BW: You say that stocking those can be delivered in the grocers. There are some group- things they sell. What should products is the retailers’ busi- more flexible environment of ings of 2,500 independent wholesalers advise independ- ness and that threatening to the independent store. ent retailers to do? delist brands is a failure to Greg: The discounter their customers. If wholesalers BW: You talk about the work model of 400 SKUs sold at or can’t buy at the same prices of Zen Nippon Shokuhin around cost doesn’t really that the major grocers sell, in Japan to use loyalty apply to the likes of what strategies should they cards to help independ- Tesco Express as it adopt? ent shops compete. Is doesn’t really work at Greg: Approaching the this a model that will the local store level, manufacturers with busi- work in the UK? the stores simply are ness cases for them to supply Greg: I don’t see not big enough to get channel-appropriate sizes why not, many the amount of traffic and price-points that avoid independent retail- the discounter model direct price comparison with ers have invested in demands. However, the packs sold by the super- scanning technology the fact that a Tesco markets would be a mutu- to improve efficiency Express will take differ- ally beneficial approach. As and save costs, which ing levels of margin on its would be a better purchase is why it was originally lines has to be taken into occasion. Most independents invented. But its true value account by the independent. still sell Coca is in being mar- Varying the margin levels ried to individual shops backed by wholesalers. by, for example, taking a shopper data so While they share a common lower margin on staples and that the best brand, what strengths and a higher margin on impulse customers can weaknesses do you think they buy lines can increase the be identified have? overall margin of the store if and retained Greg: I don’t think the sym- it is matched with a mer- while less regu- bols will ever match the scale chandising policy to create lar customers of the multiples, they are more hot-spots for impulse can be tempted out of reach in that regard lines. However, it is unlikely to increase and growing too fast. 2,500 that an independent can their num- shops is plenty big enough match a Tesco Express store ber of visits for the manufacturers as on all prices, in which case and/or their long as those 2,500 shops they must set out to beat transaction can deliver what manufactur- them on one or more of the size. The big ers are looking for, such as other significant factors strength of greater prominence for their which have always been the independ- brands applied consistently important to retailing such ent used to be across the group. Symbols as convenience, service and in having a suffered in the past from quality. l much greater what was agreed at Head level of cus- Office not being executed tomer knowl- across the shops which Greg Thain is adjunct edge and would act as though they professor of marketing at individual were independents. service than the International Monaco the multiple. BW: The major UK grocers University and co-author Loyalty cards are investing in local stores to with John Bradley of Store swung that in favour of the capture the top-up shopping Wars. A new edition of Cola at much higher prices multiples. If independents market. Using the deep dis- Store Wars provides expert per litre than the supermar- analysis of the strategies kets because of their greater used by packaged goods willingness to have fridges. Wholesalers should ask manufacturers and retailers more of manufacturers in Wholesalers should ask more of as they battle for the hearts helping them understand manufacturers in helping them and minds of consumers. what are the ideal display understand what the ideal display Published by Wiley, Store requirements for retailing Wars is available in hardback their brands and seeing how requirements for retailing their brands or e-book at £29.99.
Betterwholesaling.com SEPTEMBER 2012 07
p6-7 NEWSANALYSIS CS5.indd 7 30/08/2012 13:31 wholesaler spotlight
A To Z Catering Supplies
A chef prepares Lahmacun – a traditional Turkish pizza Turkish delights A To Z is enjoying growth in the Turkish catering community, writes Stefan Appleby
hen Better Whole- The group has four depots what their customers want from Somerset to Norwich saling paid a visit – geographically spread across from a wholesaler. and up to Peterborough. Their to A To Z’s north the capital in the east (Ley- A To Z serves around customers are predominantly WLondon depot in Hornsey, ton), south (New Cross), west 12,000 customers, 4,000 Turkish, says Ibrahim – but the Olympic Games circus (Acton) and the one where of which they deliver to in that doesn’t mean they’re just had just packed up its bags we met, in Hornsey, north a broad sweep of the south limited to kebab shops. to get ready for the journey London. “Predominantly it’s cafes, to Rio. The key to this growth, bistros, pizza and fried chick- The Games, says sales direc- from an operation started by en shops, and restaurants. The tor Ibrahim Kanli, did not three brothers 12 years ago, Turkish-Kurdish community quite meet the lofty expecta- has been hard work across the 5,000 own a lot of restaurants, and tions of leading suppliers and board with everybody getting customers who they’re spreading. It’s not just London-based businesses, but their hands dirty, a willing- receive SMS north London anymore. Even it’s only a temporary lull in the ness to make sacrifices and a from A To Z in this difficult economic en- A To Z success story. thorough understanding of vironment, they’re continuing 08 SEPTEMBER 2012 Betterwholesaling.com
p8-9_wholesalerCS5_2.indd 12 30/08/2012 16:06 to invest in new properties,” The group’s weekly promo- he says. tional structure runs from Knowing the culture of your The thing that sets A To Z apart from its Thursday to Thursday, in line customers is absolutely key. obvious competitors is a willingness to with when the company’s “The catering industry is engage with its customers at all levels catering customers want to a foreigners’ playground. place their orders. It is anoth- I spend 70 per cent of my day er example of how responding speaking Turkish – there is no to customer needs is the need for me to speak anything best way to stay else. Even Italian restaurants, ahead of the you speak to the owner of a game. restaurant that’s been here for “Restau- 17 years and he puts his son rants order on, because he hasn’t learned Thursday a single word of English. for de- The thing that sets A To livery on Z apart from its obvious Friday, for competitors is a willingness to the week- engage with its customers at end rush. all levels. There’s very “The senior people in the little activity business will investigate on Friday, in what’s happened if a client terms of order- stops spending with us and ing, because we what we can do if they’re go- don’t deliver on Saturday or ing elsewhere. Sunday,” he says. “If we lose a customer that’s This regular routine is also spending £1,500 per week, seen in attitudes to the web. for example, that’s a loss of A To Z launched its online or- £75,000 per year. The revenue Sales director Ibrahim dering service 12 months ago might be small for one order, Kanli (above) and A To Z’s – but Ibrahim cautions that it but the impact can be huge. Hornsey depot will be a while before signifi- “We alter who goes to meet cant business goes through the customer every time the site. depending on who speaks the – they’re all specialists in their petitive, says Ibrahim. One “We’re trying to push eve- customer’s language better. own way. of the group’s most recent ryone to buy on the web. It’s We think that face-to-face “Out of 100 potential innovations is the introduc- difficult. The younger genera- interaction is crucial and we customers, our realistic tion of supermarkets, which tion are much more keen on do our best to make sure that target without changing our have been opened at two of its this, but the older generation we’re approachable to our product range is probably 30.” depots. are starting to become keener customers.” Logistics is the main reason The supermarket, says Ibra- now they know it could be the group chooses to focus on him, is something that could cheaper. Despite this proactive such a tight customer base. be rolled out on a bigger scale “Our web ordering is less approach, Ibrahim says that A “It’s a huge logistical issue. if successful - but for now, it’s than 15 per cent. With the To Z is aware of its limitations Storage, stocking – we have helping both the wholesaler customer mix that we have, and that trying to attract big warehouses but we have and its customers in different I don’t expect us to get to over business from every one of difficulty storing all the exist- ways, and comes in really use- 40 per cent in the next few the estimated 85,000 catering ing product lines. ful with damaged case. “If we years,” says Ibrahim. outlets in London is an impos- “We are reaching about 25% have a split case, we will have “We send SMS messages sible task. of the market with our exist- to discount the product and monthly to inform our cus- “An Asian curry house isn’t ing products – and we still risk losing money. But with tomers. We have about 5,000 going to buy from us, as we have a long way to go”. the supermarket, we can sell registered to receive this. They don’t have the right range for Trying new things and hav- singles which customers will might not be internet-literate, them. The same is true of Chi- ing a pro-active approach are buy for their homes as well as but they’re all carry phones. nese restaurants or Japanese crucial being able to stay com- their business.” “70 per cent of the messages Ibrahim is also able to we send are to smartphones. fast facts provide a competitive price They are just getting started Buying group: point with the supermarket on technology, and this could Total number of Confex, joined range: “We still keep our cash be good for us building up our and carry prices for single internet business. They’re still depots is four in October 2000 items sold in the supermar- learning to use this technology,” ket. Not only does it help to explains Ibrahim Delivered keep wastage down it also But the key to it all remains Total customers drives sales and gives our keeping the customers happy, customers business something different he adds. – our customers are always “It’s a vicious world,” he 4,000 12,000 interested in seeing what’s on concludes. “There’s no mercy offer.” in saying ‘I tried’.” l
Betterwholesaling.com SEPTEMBER 2012 09
p8-9_wholesalerCS5_2.indd 13 30/08/2012 13:01 have your say [email protected] Opinion
Wholesalers’ keen entrepreneurial spirit and investment in people is what makes our industry great, believes Sam Wilcox
hat are the issues that affect my business; what message to I want to share Wwith our industry? I was asked to write a column on the challenges that I face. Most people would agree that I never turn down an oppor- tunity to stand on my soap box and rant, but today the sun is shining, sales are up, and everything in my corner of the world is good. I’d like to talk about the resilience of the wholesale market and to capture what I believe makes our industry great, and why wholesale will be around for many years to come. We are lucky enough to work in an industry where people matter, and re- lationships are important. Wholesalers value their relationship with suppliers – we may moan about terms and feel that the multiples get better deals, but we also offer a great route to market. We are willing to try new ideas and in wholesale the entrepreneurial spirit is very much alive. However, it’s not just about how we build relationships with suppliers.
Wholesalers also know their cus- tomers and work hard to build a close working partnership. We advise them, Wholesalers guide their customers through the trading maze and guide them through the maze of trading. We often invest our own money in them, as well as our time. Just look depot and you will see many examples Twenty years ago, sceptics were say- at how we operate our retail club at of motivated staff that really care about ing that wholesale will not be around Blakemore - the cost of our key account the business; people who know their by 2012 but they were proved wrong. managers alone is almost £750,000 a customers and want to serve them. Technology has certainly changed year. We provide labour for re-merchan- People buy from people and it’s this our industry in recent years and will dising, and heavily subsidise the cost ‘personal touch’ that makes our industry continue to do so – I can see ‘click and of the retailer’s fascia – which we know different and successful. Call a cash & collect’ becoming the norm in the future they appreciate. carry and you’ll be answered by a per- and more wholesalers offering a deliv- In fact, we know that retailers trust son, not a prerecorded message, which ered option. their wholesaler more than suppliers. seems to be a scarcity these days. One of the greatest traits of the But none of this works without the wholesaler is that we have a knack of people who work in the depots. finding new ways of doing business; of Let’s face it, as an industry we could I can see ‘click and collect’ navigating a way through the commer- never claim to be at the top end of the becoming the norm in cial minefield. We have managed to find pay scale. And yet, we manage to employ future, and more success over the past 20 years, and will some truly fantastic people – and not wholesalers offering do so in the next. l just at Blakemore. I have seen many other wholesalers with an excellent a delivered option Sam Wilcox is managing director of the team - maybe it’s because people count cash & carry division at A F Blakemore in this industry. Look around your own Wholesale.
10 SEPTEMBER 2012 Betterwholesaling.com
p10_columnCS5_mb.indd 10 30/08/2012 13:03 industry spotlight
ROZ NASH senior category development manager, Diageo fast facts
turnover£10.7bn in 2012, 6% up from the previous year No.1 The best- sellers in the The independent on-trade are channel accounts Smirnoff for 20% of off- trade spirit sales (22% volume) and The best-selling Guinness off-trade product (6% is Smirnoff 70cl volume) selling more than £46m a year
GET INTO THE SPIRiT Elit Rowland talks to Roz Nash about how to generate additional profit with spirit offerings BW: What trends are you advice for the on-trade side other spirits – this could seeing in the on-trade? of wholesale. A caterer’s main generate a major sales uplift. RN: Outlets are making more Simple initiatives offering is food - they don’t This range rationalisation of their food offering and in- work well – why really have time to worry has been very successful troducing a spirit offer around about how to mix a drink so in other types of European the food occasion is a key way not have a hotel we will be focusing on how, markets we work with – we to deliver further growth. We bay at your depot? as a caterer, restauranteur cut a skew in one depot by are also seeing a move towards or hotelier, you can generate 200 products and saw a signifi- higher-end spirits in bars, res- when combined with new more profit with the use of cant sales increase. taurants and clubs; premium serves. Gin with elderflower spirits. We are already working vodka, gin and malt whiskeys or ginger is quite popular - with many of our wholesale BW: How are you helping are growing dramatically. the botanicals mix really well customers on this. wholesalers drive innovation? Wholesalers can tap into this to deliver a new, interesting RN: It’s really important to trend by advising their food- flavour. In off-trade, we are BW: How can wholesalers get your customers’ attention service and catering customers seeing a move towards higher drive foodservice sales? with NPD - we’re helping our to offer a small range of malt value products and percep- RN: Simple initiatives can wholesalers to do this by in- whiskeys as an ‘after dinner tions of value. We are respond- work well – why not have a ca- stalling 20 branded NPD units. why not try?’ option. ing by offering 35cls bottles tering or hotel bay at the front They can be moved to the front of some of our most popular of your depot, featuring the of the depot and re-branded BW: Which spirits or cocktails premium spirits to make them main products your caterers with anything that’s new or are popular at the moment? more accessible to the channel. already buy, plus the top ten different such as PMP or 35cls, RN: Although vodka is by spirit brands? And you don’t which continue to be popular far the largest category, gin BW: How are you helping need lots of products for each in off-trade. This attention to is seeing a resurgence at the wholesalers tap into these category – try offering a No.1 innovation will help custom- moment. Gin cocktails in par- trends? standard and No.1 premium ers to snap out of their routine ticular are a big hit, especially RN: We are developing our vodka and apply the rule to shop and try something new. l
12 SEPTEMBER 2012 Betterwholesaling.com
p12 industry CS5_mb.indd 1 30/08/2012 14:41 Imperial Tobacco’s tailored local solutions are seeing a sales uplift of 10% at Bestway, writes Elit Rowland 10% t’s more important than ever before that The uplift in suppliers have excellent relationships with their wholesalers – but communication must be sales from atI all levels if you want to succeed. Understanding local voucher customers’ needs is integral at Imperial Tobacco, scheme which is leading by example with a workforce dedicated to delivering results at local level. “Our Imperial Tobacco sales rep, Jane, visits up to 60 retailers a week and knows all our depot staff by name, even at the till,” explains Junaid Arif, general manager of Bestway, Gateshead (Newcastle). “She comes to visit us regularly and goes above and beyond what we expect. It’s Retailer voxpop this extra care and attention that really adds value to our relationship.” jamil ahmed And as times change and regulations tighten, commu- Store manager, Archy Stores nication at this level has become critical. “As we enter the “The key things we look for in a dark market, verbal communication is vital”, says Arif. wholesaler are availability, good prices “It’s absolutely crucial that we have a and promotions – Junaid at Bestway has lot of support from our suppliers.” covered all these bases, which is what keeps Access to information, us coming back. You also need to have a good flow education and support of support between wholesalers and suppliers – we work closely are all important to with Jane at Imperial to stay up to date with new products wholesalers’ customers, and promotions. When we get our tobacco range right, our but good service comes sales climb by 30-40%, but we can’t always rely on suppliers to with being able to deliver this information to our door. We also work closely with respond directly to our wholesaler to get the information we need.” retailers, Arif explains. “Jane has invested time to find out what our retailers really need When we get our tobacco range right, Imperial Tobacco’s and together we’ve come our sales climb by 30-40% – we like to Jane Hindess helped up with some fantastic the team at Bestway’s stay up to date with new products Gateshead depot to solutions.” fire up sales
14 SEPTEMBER 2012 Betterwholesaling.com
p14-15 Working together2.indd 1 31/08/2012 10:32 WORKING TOGETHER
case study: glide tec soars Jane Hindess, sales development executive at Imperial Tobacco, explains how she worked with her local depot to come up with an initiative that bumped up sales of Lambert & Butler Glide Tec packs by 164% in the first week.
Idea “We came up with an idea to promote Lambert & Butler Glide Tec packs to trade customers who were not already purchasing them in depot. After sitting down with the depot manager, we agreed to offer a £5 off voucher as an incentive, redeemable at Best- way on Lambert & Butler Glide Tec outers.
Execution “We selected a number of retailers to call and make aware of the price promotion. If they had the product in stock when I next went to visit them in-store, they’d get a £5 off voucher which they could redeem immediately. We also got depot staff to talk to customers about the offer.
Result “We increased on-shelf availability in retail from 29.2% to 73.4%.The cash & carry saw a rise in 164% The rise in Glide Tec sales in the first week of 164%, then 35% sales in the the next week. Since the trial, Glide Tec sales have first week continued to sell well at the Gateshead depot.
Next step? “We’re always look- ing for opportunities to work with our trade partners at other local depots and we hope to replicate the success of this scheme elsewhere. We will continue working with depot level staff to ensure excel- lent availability of the right Jane catches up with Naveed Akhtar, manager products and engaging with of Merseyside Off-licence in Gateshead retailers to drive demand.”
Wholesaler voxpop Supplier voxpop Junaid Arif patrick toms General manager, Bestway cash & carry Head of distributive sales, I mperial Tobacco “Jane has been working with us for a very long time – we’ve developed a “The cash & carry is becoming an great relationship. She goes out of her increasingly valuable place for us to be way to come up with new ideas and promo- able to communicate to both our wholesale tions which directly respond to our retailers’ partners and their retailers. We don’t just needs. We are always up for trying new things and the recent want to grow the brands – it’s about growing the category. We voucher scheme was a huge success – we saw a 10% uplift for know that where wholesalers really see added value in service our tobacco category. Normal procedure for voucher redemp- is when a supplier can help their product to be a hit with tion can take up to six weeks, but because Jane awarded the customers, which is why we’re ramping up our investment in vouchers straight away – it very quickly became a hit. We responding to the needs of local retailers. Helping our whole- look forward to rolling out similar initiatives on a bigger scale salers’ customers is more important to us than ever before.” in future.” We are always up for trying new We’re ramping up investment in local things – the recent voucher scheme retailers by developing solutions that was a huge success respond to their needs
Betterwholesaling.com september 2012 15
p14-15 Working together2.indd 2 31/08/2012 10:32 cover story
IN A League of its own owland reports Own brand is making retailer, foodservice and catering customers great savings, but what’s the next step for this high-value hero? Elit R
16 august 2012 Betterwholesaling.com
p16-20 coverstory CS5 V2.indd 16 30/08/2012 16:56 feature
ence brand in the UK, is driving sales with its popular own-label energy drink. helping them to compete head-to-head The range is selling particularly well for with the multiples. “My customers buy s UK consumers continue to Singh. “Euro Shopper is our best-selling Euro Shopper products because the sin- tighten their belts, own-label own-brand product range, particularly gle items are the same price as the own- brands are on the up, offering the energy drink which costs just 35p. brand alternative in the supermarkets”, Happy shopper products also sell well, Aretailers and foodservice operators a says Mandeep Singh, general manager at especially the ‘two for £1’ range.” better value solution at a time when Premier Singhs, Sheffield. is also they need it the most. But what are “However, when it comes to multi- Landmark Wholesale the development opportunities for buys, Happy Shopper is even cheaper enjoying a boost in the energy drinks own brand and how do product – so we are definitely offering better category and has tailored its offering for requirements differ between retail value.” both retail and foodservice customers: and foodservice? Competitive pricing alone isn’t enough Offering own-brand alternatives to “Our LSV energy drink is flying off the to make own brand a success, says Singh. shelves,” says Martin Williams, manag- many of the basic household products Wholesalers still need to back their range ing director for the group. Although the continues to be important in retail and - with category support and promotional drink is a hit with members and custom- there is an opportunity to build on this materials if they want to see sales soar: ers, it’s important to consider the dif even further, says Nick Brown, Best-in “Booker provides us with excellent ferent requirements of foodservice and manager for Bestway and Batleys Whole- category management advice which we retail customers. sale: “Independents have a chance to offer find really useful. They also sent us flyers “As soon as the LSV drink was their customers a choice when the IN A League so we stay up-to-date with new additions launched, we received requests from our own-label is matched and positioned on to the range.” foodservice members to launch a non- the shelf against the big brand. Consum- But it’s not just everyday items that PMP line for use in bars and clubs. Their ers expect to see these offers in their - are popular in retail – lower price points customers knew they could get a good local stores as well as the multiples, says for the energy drinks category is one par margin on it – so we responded quickly Brown. “These are the everyday items ticular area that’s seeing an own-brand with a non-PMP,” explains Williams. like canned tomatoes, household clean- boom. Booker’s Euro Shopper, which ing items, drinks, cooking oils and toilet claims to be the fastest-selling conveni- tissue.” of its own For many retailers, own brand is
Own brand is making retailer, foodservice and catering customers great savings, but what’s the next step for this high-value hero? Elit Rowland reports Wholesalers still need to back their range with category support and promotional materials if they want to see sales soar
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the retailers: WHAT ARE YOUR BEST SELLERs?
Rav Garcha, Nisa local, Shrophire: “Our best selling own-brand products are the two-litre Heritage fizzy drinks, but it really depends on the weather. If it’s bad, we tend to sell more biscuits closely followed by cordials. All our own-brand stock is price-marked which I think is popular with our customers. Nisa gives us PoS at regular intervals throughout the year, which helps to create stand-out.”
Shailesh Parekh, Lifestyle Express, Own brand has become a critical part with margins being cut for the retailer Wolverhamp- of the groups offering with figures for and caterer. “Our members are now look- ton: “The three July showing growth of +7.4%, and the ing for two brands per SKU – the best-sellers in the Lifestyle Value own-brand range enjoying best-selling brand with the cost-saving shop are Landmark’s 240% increase in sales. own-brand alternative.” Lifestyle Value cat litter, “The quality of own brand has Confex lists oil, bacon, cheese and chips toilet paper and energy improved significantly over the years”, under its own-label Simply – with gravy drinks. The customers choose own brand says Williams, “you can only sell ‘rubbish’ and sugar expected to join the line-up this because it offers better value for money but once.” The group has invested into devel- autumn. “Our best-selling line to date is is also a decent standard. Our wholesaler, oping this part of the business to entice Simply Oil supplied by Westmill Foods. Blakemore, provide us with a lot of help customers with a good range and keep It has generated a £2.5million turnover including a list of the best-selling own-brand them coming back for more. “To really since we started it in September 2011.” products, as well as additional support on raise awareness of our own-brand range in Despite the popularity of own brand, getting our core range right.” depot, we’ve created extensive Value Zone foodservice operators and caterers are signage that customers can see immedi- more selective in their approach than Terry Caton, Londis, ately when they walk in. If you can’t, there retailers as they are preparing meals Chesterfield: is additional signage to direct them to it.” “Bacon and Dart The strength of its own-brand offer- energy drink are ing helped Landmark to secure its latest among our best- member, Burton-upon-Trend-based First Choice, set to join the group in 2013. Own-label is a sellers as well as Steve Ainger, director of the group says: particularly useful price super strength Belgian “The extensive own-brand product ranges lager. We run a long-term for retailers and caterers will enhance our fighter when used in multi-buy offer on some products, which offering to customers.” combination with other generates a lot of interest. Although price is branded ingredients important, our customers also want quality. In foodservice, price continues to be We have great support from Londis – they a key driver as margins are squeezed for listen to what we say and, on some occasions, caterers and foodservice operators. Tom have even lowered prices based on what Gittins, business development manager directly for the consumer. “We have to be we’ve told them.” for foodservice buying group Confex says: really careful when we go for own-brand “Our members are using own brand as a products”, says Robert Rouse of the Bri- Alkesh Gadher, price fighter where the end-user is looking tannia Inn Hotel, Somerset. “Our custom- Best-one, for a value alternative.” The group works ers can notice the difference – especially isleworth, closely with major suppliers, but since the if it’s something like beans or ketchup Middlesex: downturn the marketplace has changed where the difference in flavour can be “The best own-brand quite significant and everyone seems to sellers in our store prefer Heinz.” are the Best-in 330ml But own label is a particularly useful stimulation drinks and money saver when used in combination Best-in baked beans. We also run promotions £2.5m with other branded ingredients. Danny’s on the own-label range to boost sales even Confex’s turnover Snack and Juice Bar in Redhill uses tuna as the base for many of its fillings and further. We get fantastic support from Best- selling Simply Oil makes a good saving with Booker’s own- one - they do a lot of PoS, which makes the since 2011 label variety. But own label is not suitable products look eye-catching and helps it to sell.” for everything, explains Abdul Yaqub,
18 september 2012 Betterwholesaling.com
p16-20 coverstory CS5 V2.indd 18 30/08/2012 16:56 cover story
FOODSERVICE EXPERTS: how TO maximise your profits six ways to boost Adrian Brixet, own-brand sales manager, The Natterjack pub, Get in the zone: Create Shepton Mallet, own-brand zones around Somerset: 1/the depot and use signage to di- “We are a traditional rect customers to them quickly. pub, offering a wide choice of locally sourced, Try new things: It’s not home-cooked food. We buy quite a lot of 2/ just core lines that retail- Caterers Kitchen products – particularly sauces ers and foodservice operators are looking for – own-label solution to and salad creams, but also baking ingredients olives, deli products and seasonings and cleaning products. We use own brand are also in demand. because it is close to the quality of branded alternatives, but as little as two-thirds of the Support your retailers: PoS and price.” 3/ PMP is making a real impact in many stores, so keep offering this support Own-label olives are also in demand Dave Hawkins, regularly throughout the year. Coach House Hotel, Flint Don’t forget the disposables: They are an essential item on your Cross, 4/ foodservice and catering customers’shopping list. Cambridgeshire: Double-up: If you want to keep your range tight, try offering one branded “We buy all our option and one own brand per SKU for both retail and foodservice customers. spaghetti, pasta, 5/ chips and bread from Get staff behind it: Make sure your sales reps, website and telesales teams Thomas Ridley’s own-brand Country Range are trained to promote own-brand alternatives, particularly as a back-up for because the quality is there but for a much 6/out-of-stocks. better price. The apple pie is a particular hit with our customers who often ask if it’s homemade. We’d really like our wholesaler to bring back the original Country Range sticky manager of the Surrey-based cafe: “We not just in restaurants and pubs, but also toffee pudding – it was very popular with our tend to stick with branded sweetcorn for contract caterers: “We’d really like to customers but unfortunately they don’t sell it and tinned beans because our customers see more deli products available in own prefer them.” brand, especially olives which are popular anymore.” So what are the development areas for with our customers” explains Hilde Smith own-brand in foodservice? Are there areas from Catering for Kent in Ashford, Kent. Robert Rouse, for innovation? Following trends is key But don’t forget - it’s not just food on Britannia Inn and even the most ‘traditional British’ your foodservice customers’ shopping list Hotel, Somerset: outlets are starting to get more adventur- – disposables are also a key purchase and “We use own-brand ous with their food offering, which could own-brand options are a hit with some products for meal open up more opportunities. Adrian price-conscious caterers. “We use Booker’s accompaniments like Brixet, manager of The Natterjack pub in own-brand tin foil, cling film, plastic pickles and some drinks Shepton Mallet, Somerset says: “We use cutlery and paper plates and cups. It’s behind the bar, especially smoked paprika in our Marsala Chorizo really good quality and excellent value,” cordial. We use L&F Jones Foodservice and chicken salad – our most popular dish – says Smith. would really like to see them offer own-brand as well as other more exotic herbs and Despite the rise of own brand in recent coffee beans – at the moment we use a spices. It would be great to see a broader years, offering value products together separate specialist supplier which is quite offering of these in the own-brand range with branded items is the key to customer expensive.” at our local depot.” satisfaction. And it’s this careful balancing Similarly, the continued popularity of act which will help the own-brand market Abdul Yaqub, mezze and other ethnic foods is push- to enjoy sustainable growth, according to Danny’s Snack ing demand for more high value options, Matthew Oxley, trading director, food- and Juice Bar, service at Today’s Group. “A successful Redhill, Surrey: own label should be there to support the “We use tuna as the major brands.” But the popularity of own brand is seeing it develop a unique place base for many of our Traditionally in your customers’ shopping baskets. fillings and make a good own-brand has followed “Traditionally, own brand has followed saving by using Booker’s the market, but today, the market, but today, it’s carved out a own-label Euro Shopper variety. All our food is it’s carved out a market of its own.” And retailers agree halal so we also buy JJ Foodservice’s - Rav Garcha, Nisa store manager in own-brand halal burgers, especially when they market of its own Shrophire says, “It seems like the own are on special offer.” brand has become a brand in itself.” l
20 september 2012 Betterwholesaling.com
p16-20 coverstory CS5 V2.indd 20 30/08/2012 16:56 How TO build your business
Ways to raise your David Harris looks at the key strategies that have helped successful margins wholesalers to grow
ow should wholesalers increase warehouses came about as it turned itself sites will open next year in Exeter and their profit? It’s a key ques- from a delivery only company to one oper- either Glasgow or Edinburgh. tion, but increasing margins is ating its own branches. He adds: “I think one of our secrets is Hnearly always easier in theory than in It now has eight branches, the latest of that we are always reinventing ourselves. practice. Increasing turnover can help, which opened this June in Leeds. Project We now have a counter-collection service, although turnover for its own sake manager Omar El-Haj says that further we have a big online presence and a click is a classic trap. All wholesalers should and collect service.” bear in mind the adage that turnover In April JJ revealed a 30% annual in- is vanity, profit is sanity, cash flow is crease in turnover, which is now more than king. £180 million. In the past year 16.6% of its One potential aid to both is to expand, You can also get growth customers were new customers, with inter- largely because it can open up access to new not just doing your own net sales going up 63% to £75 million. customers. Among the wholesalers who job well, but getting The expanding branch network is vital. have benefited from a wider network of Last year’s opening in Bristol, for instance, warehouses is JJ Foodservice. whatever help you can allowed the company to service Wales and Founded in 1988 as a food distributor, from others the West of England more frequently and its wholesaler operation from a network of with big transport savings.
24 SEPTEMBER 2012 Betterwholesaling.com
p24-25 growth CS5_mb.indd 24 30/08/2012 12:47 feature
is something that Vijay Thanwani, manag- ing director of Gold Star Cash & Carry, based in Harrow, London, brought to the company he set up at the end of 2010. case study Thanwani had previously worked in the family firm wholesaler Natco. When he set Beviamo up Gold Star he aimed to offer things that One way to increase business is to he believed the established wholesalers do make sure that you don’t put all your eggs not, including a wider range of products. in one basket and this has been the strat- Thanwani says: “A lot of established egy from the start for specialist Italian wholesalers supply mainly blue- wholesaler Beviamo, based in Cheshire. chip manufacturer’s products. Managing director Mike Williams says 30% But you don’t get many ethnic that the firm operates not just as a whole- increase in foods in their range, especially saler, but also has a retail web site and turnover at JJ Japanese, Sri Lankan or Polish a third arm as a sales agent for Italian Foodservice foods.” Gold Star covers as brands in the UK. many cuisines as possible, allow- The company, which launched in ing stores that want to sell these January, has already had success with products to go to just one wholesaler products that it sources exclusively from rather than rely on the regional whole- Italy and offers to UK delicatessens. One sale specialists. It is a perfect strategy for of these successes was in selling the Sicil- multi-cultural London. ian chocolate Bonajuto to the fashionable Thanwani also wanted to make it easy for west London delicatessen Melograno. The retailers to shop in other ways. He says: “A key here was that Beviamo negotiated lot of wholesalers won’t take credit cards a deal to have exclusive sales rights for without an extra charge, for instance. We Bonjuto in the UK. will.” Gold Star operates from a 30,000 sq ft warehouse and aims to reach £50million that multiples can give better value than annual turnover in five years. corner shops”. You can also get growth not just doing Sue Garnham, company secretary at your own job well, but getting whatever foodservice buying specialist the Sterlings help you can from others. This might Group, says that one reason buying groups mean associating with a symbol group. It can help with prices is that suppliers don’t might mean setting up a retail club. It may want to deal in the smaller quantities re- well mean harnessing the buying power of quired by smaller independent wholesalers. a bigger group. Garnham adds that balancing the level Gold Star is a member of the Today’s of support can be tricky as while wholesal- group, where managing director Bill Laird ers want the benefit of low prices, they still is in no doubt that what buying groups can want to make their own decisions: help is do to help wholesalers is essentially “to reap welcome but interfere with their independ- the benefits of large scale negotiations”. ence at your peril. Garnham says: “We Another north London wholesaler just let our members get on with running that works with Today’s is Imperial Cash their own businesses. I think most of them & Carry, which operates a 45,000 sq ft prefer it that way.” warehouse in Edmonton. Imperial’s trade, The relationship between wholesalers, marketing and retail club manager Nikkita buying groups and retailers is a compli- Mulchandani says that the retail club has cated commercial dance. But in many ways been another key to increasing business. the route to increasing sales for all of them El-Haj adds that it is also important She adds that one thing that Imperial’s is the same: make sure your customer pros- that company-owner Mustafa Kiamil retail club helps retailers to do is to fight pers and you will prosper too. Just don’t worked in the restaurant business himself against “the perception and consensus butt in too much! l before becoming a supplier and whole- saler to the sector. El-Haj says: “In the 1980s he under- top tips FOR EXPANSION stood the frustrations of the business. l One-stop-shop: get your range right to capture all your customers’ needs and basket It was difficult to find a one-stop shop spend. for supplies and that’s what he set out to l Get to know your market: London depots will benefit from a more multi-cultural provide. You always have to look out for offering, otherwise supplied by specialists. what your market needs.” l Differentiate yourself from the competition: not charging a fee for credit Another lesson from JJ is to know your market, so you can assess its needs. card payments can be enough to build customer loyalty. JJ’s owner, Mustafa Kiamil, used to be a l Invest in your retail club: help your customers to fight against the perception that restaurateur himself. It may be a cliché multiples get the best deals. that knowing your market is a key to trad- l Take the best bits: enjoy the benefits of buying groups, combined with your own ing well, but it is a cliché born of truth. It experience and knowledge to make your business a success.
Betterwholesaling.com SEPTEMBER 2012 25
p24-25 growth CS5_mb.indd 25 30/08/2012 12:48 Negotiation
The rules of negotiation
Robert Taylor reveals his top tips for winning you great deals with suppliers
re your negotiators a soft I was running a programme for Harrods original supplier had gone bust and they touch? Do they leave too much and I asked them to define negotiation. had to negotiate directly with a number value on the table and how One of the buyers said “it’s about getting of major producers. The first question muchA is this costing you? Poor nego- what you want,” which is the typical I asked them was “What are you going tiation is the principal cause of losing answer from a buyer without a process. to do?” Unusually, their market share high-value agreements with suppliers, Negotiation is a method through which with each producer was not that high also known as ‘value leakage’. But in you gain sufficient clarity to establish not and they felt their standard adversarial the current climate, getting the best what you want but what you can achieve, approach would not work – they had no deal possible has never been more which can be far more than you initially idea where to start. Within an afternoon important. We’ve identified three key thought. Let me give you an example. we went through a process whereby they ways to make your negotiators suc- I was advising a major supermarket established what they needed to know, cessful. chain on a terms negotiation. Their went and found it out and developed a sound bid-offer strategy. As a result they Have a clear process achieved an end-result in excess of their Professional negotiation is a compli- expectations. cated process. Negotiators who do not Margin In delivering your strategy you are plan ahead carefully or have a clear and is like virginity; seeking to establish the key negotiation defined strategy tend to be reactive and levers which will increase your power and inward looking. They focus on what they once you give it diminish the other party’s. Negotiation are prepared to pay rather than what they away you never power is defined as ‘the ability to move need to pay. get it back the other party in the desired direction’.
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top tips: how to negotiate l Have a clear strategy: Understand what your supplier wants and what you can realistically achieve. A lack The rules of of process will be your downfall. l Don’t make assumptions: Do your homework and know your facts. Assumptions have lost companies millions and can move the negotiation process in the wrong direction. l Be strong: If you give in to intimidation, you invite negotiation your supplier to push you even further and for other suppliers to follow suit
for a price increase the buyer told him at the crucial negotiation meeting may be they hadn’t hedged their exposure out to get out, rather than consider what may far enough either and he got the price be possible. increase. No matter how good your strategy, Not only can assumptions lose your your negotiation could be totally under- company millions of pounds, it can also mined by poor execution. Many negotia- move you in the wrong direction too tors, particularly in large organisations, early. An old colleague of mine was a gro- have a reputation for being tough – but cery buyer with Tesco many years ago and if you want to be in with a chance, you was asked to deliver a 5% improvement must not give in to fear. in margin on citrus fruits. I had a client that gave He demanded terms improvements away too much too If any of your from all his suppliers, most of who soon after being in- quickly capitulated. However, one Seville timidated by a sup- negotiators orange grower refused to change his plier. Not only was buckle price, saying his oranges were the best, this a sign that they under pres- were fairly priced and if Tesco didn’t could come back for sure, change want to buy them he would sell them to more, other suppliers Sainsbury. David delivered his margin also came knocking on them improvement from the other suppliers the door. Consequently and continued to buy oranges at the origi- the company was forced into nal price from the Seville orange grower. liquidation within two years. If any of Have you heard the saying ‘margin is like your negotiators buckle under pressure, virginity; once you give it away you never change them. get it back.’ Omid Djalili in my favourite moneysu- permarket.com advert suggests that the The key to success is to get into the other Have no fear inability to cope with pressure is caused by party’s head, truly understand what they The man from Seville leads me on to an over-active cringe gland and “by being need and what you can do (or shouldn’t the issue of fear. Negotiators who can’t British” He explains that every time there do) in the light of that knowledge. face their fears will leak the most value. is a negotiation the cringe gland goes ber- I heard a conference speaker once say: serk, the mouth goes dry, your head starts Do your homework “Courage is not the absence of fear – it’s to spin and you get “massive cringing.” We’ve all been in a position where we the resistance to it.” Why is this impor- The antidote for an overactive cringe haven’t done enough research on a major tant? Your opponent will sense your fear gland is confidence in your negotia- supplier before a meeting. As a result, you and use it against you to secure terms tion ability supported by a well thought walk in without the facts and are likely which you did not need concede. If you through strategy. There are no short cuts to make assumptions. It’s unlikely that can’t face your fears, your primary need in negotiation - success comes to those you’ll ever have the full picture in any ne- who work harder, think deeper, look fur- gotiation situation, but assumptions will ther ahead and patiently bring their plans always leave you with too much on the to fruition.” l table. Through the negotiation process One Seville orange grower you must seek to confirm what you think Robert Taylor is the managing director you know and dig for what you don’t. refused to change his price, and founder of SNS and has conducted Have you ever heard a colleague say saying his oranges were negotiations with Asda, Tesco, J P Morgan, ‘they will never accept that?’ I had a client the best, were fairly priced UBS, Sony, BMG and Elvis Costello. He whose customer, Asda, would not accept and if Tesco didn’t want to has an economics degree, is a Fellow of an increase in price because of his failure the Association of Corporate Treasurers to hedge the exchange rate exposure. buy them he would sell and also a chartered accountant. I asked him why and he did not have a them to Sainsbury For more information, visit www. logical reason for his fear. When he asked strategicnegotiation.co.uk
Betterwholesaling.com SEPTEMBER 2012 27
p26-27 Negotiation_mb.indd 27 30/08/2012 13:05 Breweries
PASTURES BREW Breweries need more focused ways to market, from which other wholesalers can learn, writes Fiona Keating
t’s been a turbulent few years for hit hard due to the beverage’s percep- the beer breweries market as they tion of limited popularity with women. face challenges such as increases Beer production Younger men are more concerned about inI alcohol duty and the waning 2012-13 health issues, particularly keen to avoid popularity of British pubs. However, that unwanted beer belly. As a result, recent reports show that London is low-carbohydrate beers are forecast to Revenue: spearheading a brewing boom, with £8.2bn perform well, thanks to lower taxes and 30 breweries now operational, com- Profit: £525.1million being perceived as the healthier option. pared to just seven in 2006. Exports: £596.6million “It’s a remarkable turnaround for A closer look at the breweries market London’s brewing fortunes,” says Mike reveals that the beer production indus- Benner, Campaign for Real Ale’s (CAMRA) try has been in decline over the past five chief executive, “particularly at a time Products and years. Beer consumption has fallen steeply when research shows three pubs a week due to rising alcohol duty, with the British close across the capital. Brewers from segmentation 2012-13 Beer and Pub Association (BBPA) calculat- Bethnal Green to Battersea are success- ing that tax on beer has increased by 42 fully targeting a new breed of discerning Lager 74.2% per cent since 2008. The smoking ban in beer consumer.” Ale 19.4% pubs and growing competition from other The grocery wholesale market has no Stout 6.4% beverages, such as wine and cider, have gender bias, whereas beer sales have been (Source: IBISWorld) also been factors in the decline.
28 SEPTEMBER 2012 Betterwholesaling.com
p28-29 brewersCS5_mb.indd 28 30/08/2012 13:54 out of the box
The continuing economic recession, changing trends in society and the ageing fast facts Off-trade revenue, which population have also had major reper- cussions. On the positive side, sales of includes supermarkets premium beers including draft beers, real ales and low-carbohydrate beers are and off-licences expected to perform well, and industry accounts for forecasts point to a return to growth in 52% 48% 2012-13, with revenue increasing by 1.9% of breweries’ to total £8.21bn worldwide, according Since 2008 There are now to London-based industry research firm revenue 30 breweries in IBISWorld. tax on beer London compared The vast majority of sales by brewer- comes from ies are via wholesalers (including the has increased with only distribution divisions of the industry on-trade by 42% seven in 2006 participants). However, these sales can be segmented into two further major markets: on-trade and off-trade. On-trade includes pubs, bars, cafes and restaurants, ment. Brewers, therefore, are releasing on Blonde the latest beer to be added to accounting for 52% of revenue. This figure brands targeted at females and health- our cabinet of some of the finest real ales has fallen in recent years, as the continu- conscious males. This includes Anheuser- in Sussex,” said Ian Burgess. ing recession and heavy discounting from Busch’s Select 55, a niche but growing major supermarkets and alcohol retailers product. The Select 55 is now available as The mainstream breweries may have led drinkers to forgo a pint of ale ‘Little Lights’ 35-calorie cans, available achieved small gains over the past few at their local hostelry for a in 12-packs, 32-calorie clear years, but craft brewers are bucking the cheaper multipack of glass bottles and available trend to record inspiring growth. These lager at home. in six-packs. “We first small-scale, independent brewers who Figures from the introduced Select produce high-quality ales and beers are Beer Production 55 to provide appealing to connoisseur imbibers, keen in the UK report beer drinkers a to try new brands and styles. Tax breaks by IBISWorld premium lighter have been a vital factor in this growth show that off- light beer op- area. Under the 2002 Progressive Beer trade, which tion. As our Duty, brewers producing less than 5,000 includes drinkers have hectolitres per annum are entitled to 50 supermarkets evolved, we per cent relief from alcohol duty, with and off-licence saw an oppor- those producing between 5,000 hectolitres premises, has tunity in the and 30,000 hectolitres having their duty grown at a marketplace relief capped at £160,000. The Society of rapid rate, from and developed Independent Brewers estimates that there less than 30% ‘Little Lights’ to are now over 400 craft brewers in the UK. of sales in 2000, meet it,” explains The Harbour Brewing Company was to an estimated Ryan Moore, senior founded by brewer Rhys Powell and Eddie 48% in 2012-13. The director of Select 55. Lofthouse in January 2012. Says Loft- introduction of a 40p house: “Mass-market bland beer aimed minimum price in 2013 will Real ale is a growing niche at gaining a market share is not what hurt supermarket sales of cheap lager, sector in the industry and micro- we are all about. We would like to sell to but could reverse the fortunes of pub breweries like WJ King are attracting a pubs, bars, restaurants and deli’s, whose operators. younger audience with a discerning pal- focus is on quality and being able to of- ette. WJ King Head Brewer, Ian Burgess, fer something special. We will not be as With all these challenges, breweries is a renowned beer expert, due to his cheap as the mass-market beers produced need more focused and specific ways to 32 years of experience in the business. by multi-nationals, but not everyone market, which wholesalers in other sec- Horsham Best, Red River and Brighton wants to stock or buy something they can tors can learn from. The billion pound- Blonde ales produced by the Horsham- buy in every supermarket or pub in the plus brewery industry is finding creative based brewery won gold at the Great country. l ways to promote their wares by brand Taste 2012 awards. “It is the first time differentiation and introducing new that we have entered any of our beers products. Advertising, marketing and into these awards and have won gold promotions are important, finding ways stars for Horsham Best and Red River, to new consumers, such as women who two of the old favourites that have been MARKET SHAre represent a largely untapped market seg- with us for over 10 years and for Bright- Heineken: 22% Mainstream breweries may have achieved Molson Coors small gains, but craft brewers are bucking Brewing Company: 22% inBev UK: 20% the trend to record inspiring growth Carlsberg UK Ltd: 13% Other smaller breweries: 23%
Betterwholesaling.com SEPTEMBER 2012 29
p28-29 brewersCS5_mb.indd 29 30/08/2012 13:54 confectionery CATEGORY GUIDE
sweetBite-size and sharing bags continue to be a Thit withreats retailers, says Lindsay Sharman
onfectionery is a lucrative, to signpost brands at both entry and exit high-volume category for five fast ways to give points to “book end” the category and drive wholesalers, particularly your sweet sales a boost footfall in the aisle. whenC it comes to retail customers, Levi Boorer, customer development for many of whom confectionery is l follow the trends: Fruit is now director with Ferrero, says the right range a top-selling impulse purchase. the largest segment of pocket sugar and display is essential, along with an The chocolate market is now valued confectionery and ‘chocolate bags’ are awareness of what is being promoted by the at £3.6bn, according to Mars, and growing at 5.7%. major suppliers. “Be aware of which brands continues to grow, making it l capitalise on impulse: 70% are being supported with marketing as this an important category for of retailers are not shopping to will drive consumer awareness, which you wholesalers. 9.5% a budget and will be open to can translate to sales,” he says. “Chocolate is still very much of chocolate purchasing products they didn’t Creating secondary displays in high an affordable treat with low sales are come in for. traffic areas, and using PoS to create price points and a feel-good bite-sized l use interruption: theatre, is all part of the marketing mix factor,” says Bep Dhaliwal, trade Talking to your customers will in depot. Research from Mars found relations manager at Mars. “It help you to understand what they that 70% of retailers are not shopping offers unrivalled sales opportunities want and give you an opportunity to make to a budget, showing the extent of for wholesalers.” recommendations. opportunities for wholesalers looking to grow their sales. “Creating an impactful l Keep an eye on what is Be aware: display and using techniques to disrupt A key trend being promoted by the major suppliers.. retailers is a key strategy to capitalise on Bags for chocolate l talk to customers: There’s no this insight and to encourage impulse Sharing bags confectionery one-size-fits-all approach. The regional purchases,” says Dhaliwal. are taking a is sharing bags. needs of your customers will differ and Specialist confectionery wholesaler bigger bite of According to Cadbury, talking to them is the best way to make sure Hancocks has given extensive consideration the market ‘chocolate bags’ are you meet their needs. to the layout of its depots. The depot starts worth £324m and are with a pick & mix area where customers can growing at 5.7%. “Bite- successful with sales of £4.2m in its first also pick up display stands and information size products currently account for 9.5% of six weeks on the market.” about how to sell confectionery. It then standard confectionery sales,” says Susan Promoting new impulse lines and moves into seasonal products, sharing bags, Nash, trade communications manager at special offers, and re-filling regularly are branded confectionery, with kids’ sweets Kraft Foods. the obvious basic principles to ensure and drinks towards the back. “Cadbury Bitsa Wispa, launched confectionery sales success. But location is “It’s about educating customers about in March this year, has been hugely also important. Mars advises wholesalers confectionery,” says Hancocks managing
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director Mark Watson. “Customers will often go to other wholesalers for branded confectionery so what we offer here is something different and our products are product launches about fun and impulse,” he says.
For sugar Sugar confectionery, Fruit sweets the wholesale and mints channel has an have seen equally important strong sales role to play. A 2010 Datamonitor report showed that 40% of sugar confectionery is sold to consumers Lucky packs of Kit Kat 4 Finger, Ferrero Rocher is launching via convenience stores. Kit Kat Chunky, Aero Peppermint limited edition 30-year anniversary Trends and popular products within the Medium1/ and Yorkie Milk will use GPS to 2/packs from September. ‘Gold Standard’ category include fruit sweets, mints and find winners ofNestlé Confectionery’s PoS materials will be available for the limited-edition packs. “Fruit is now the prize-money promo this September. Christmas period. largest segment of pocket confectionery as well as the fastest growing, and sales are particularly high amongst 16–24-year- olds,” says Ferrero’s Boorer. “Mints have had a tough time but remain the second largest segment within the pocket confectionary category, with a significant sales opportunity. We also know that limited edition packs work because they generate interest and give consumers reasons to stock up.” Best-sellers include Fruit Pastilles from Following a market growth of 14% Kinder Bueno launched a price- Rowntree, Haribo Starmix and Skittles, 3/ for pretzels, Kraft has launched 4/ marked pack in May. RRP £0.50p. but the range of sugar confectionery Cadbury Pretzels, helping retailers to capitalise on the booming bite-size market. available is extensive, and it is popular 110g bag, RRP £2.03. with shoppers of all ages and budgets. Nestlé’s Graham Walker says that the kids pocket money segment is worth up to £100million; something that the company has tapped into with its recent smaller treats launches. “We estimate that there is potential to bring two million shoppers back into the segment. 74% of mums look for products with no artificial ingredients” – something that Nestlé Confectionery range offers,” he says. Balwinder Gill from Premier Ironville Cadbury Bitsa Wispa has been Mars has announced the launch of Stores in Ironville, Nottingham, says launched by Kraft Foods, building Mars Caramel, which contains but- she shops at several wholesalers. on5/ the success of Cadbury Wispa. It is 6/tery caramel coated in thick chocolate. It She gets her branded chocolate and available in sharing bags in a resealable capitalises on increasing consumer prefer- sugar confectionery from Booker and format. 130g, RRP £1.99. ences for caramel. RRP £0.51p. occasionally Parfetts, but uses Hancocks for more specialist products. “10 and 20p sweets are bestsellers for us and Wholesaler viewpoint: Mark Watson, Hancocks is good value,” she says. “In Hancocks Managing Director general wholesalers could improve on their value offering in confectionery – The recession means people are looking for value and for us and improve on point of sale as stands are this has meant own-label and price-marked packs are popular. often too expensive.” l We have 700-800 pick & mix products, and retro sweets are doing well too. We offer a lot of bespoke products, 250g and 65g bags of sweets for retailers to offer value and good margins. In terms of branded confectionery, there hasn’t been loads of innovation lately but the best-selling brands from 40% the likes of Mars and Cadbury continue to sell well. of sugar The best advice I can give anyone at depot on selling confectionery is sold confectionery is to talk to customers. Understanding in c-stores what they want will help you market new launches or promotions more effectively.
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the perfect blend Nikki AllEn considers how the needs of retailers and foodservice customers differ in the hot beverages category
utting the kettle on is a Brit- retailers to guide their customers, explains ish institution, which ex- Simon: “This will give them the confidence plains why hot drinks is one to try something new.” categoryP that has remained robust Pricemarked-packs (PMP) are an impor- throughout the recession. The total 67%of customers tant way to communicate value for both hot beverages category is worth retail and foodservice customers, says John £1.6bn and has grown by 3% in the say they Sutcliffe, convenience, foodservice and inde- last 12 months in the convenience prefer brands pendent channel sector manager at Taylors sector, according to IRI. of Harrogate, the makers of Yorkshire Tea. When it comes to hot drinks, value for “PMP cover our standard Yorkshire Tea, money is very important to consumers. Hard Water and Yorkshire Gold ranges. But communicating a sense of good value They are proven within the channel and is about more than just price, says Denise we intend to maintain this strategy going Dewar, commercial director for Horlicks. Top 10 Best sellers forward,” he says. “Value can also mean an added benefit Graham Walker, Nestlé UK trade com- to a favourite brand such as promotional 1/ Nescafé Original 100g munications manager, agrees, adding activities in the foodservice sector. Loyalty 2/ Tetley 80s that 73% of shoppers believe promotions cards in cafes and restaurants can drive are a key factor when choosing between purchasing and increase customer loyalty,” 3/ Nescafé Gold Blend 100g products.”With this is mind, it’s essential explains Dewar. 4/ Kenco Really Smooth 100g wholesalers help retailers meet consumers’ needs by offering price-marked packs on 5/ PG Tips 80s high quality products.” In the retail sector, 6/ Cadbury’s Drinking While value for money is a key trend, Retail it’s important to re- however, there is still room for some luxury Value is im- member that tea can Chocolate 250g and indulgence amongst shoppers, espe- portant, but be quite regional and 7/ Nescafé Cappuccino cially as the longer, colder autumn nights there is room wholesalers should begin to draw in, say suppliers. In the coffee for luxury reflect this trend, says Sachets 10s category, premium and super-premium Simon Attfield, cus- 8/ Kenco Decaff 100g brands such as Carte Noire are seeing the tomer marketing con- highest growth. troller for Tetley. Keeping up with trends is 9/ Twinings Earl Grey Tea 40s According to IRI data, while regular also important. Green tea has become much Carte Noire 100g instant coffee sales were flat last year, super more mainstream, and offering information 10/ premium brands were up a massive 44% and or PoS on simple flavour notes could help Source: IRI premium rose by 4.3%.
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“With the increas- Catering ing demand to Brands boost drink coffee-shop sales and quality at home, PRoduct launches offer quality we are continually assurance looking for ways to meet consumer needs as well as bring excitement to the category with new innovations. We recently launched Nescafé Azera to provide retailers with a wider offering that delivers an instant barista-style coffee for in-home consump- tion,” says Mr Walker. Recognised brands are vital for boost- Nescafé has launched Kraft Foods has launched its ing coffee sales within catering, too, says barista-style coffee, Azera, Cadbury Highlights range and Susan Nash, Kraft trade communications in a pack1/ of five one-cup sachets and 2/Cadbury Hot Chocolate Instant in single manager. “87% of caterers agree that a 60g tin. serve sticks. offering brands to their customer is very important in the foodservice market as they reassure customers of quality, with 67% saying that their customers prefer brands,” she says. “And although special- ity coffees are currently the most popular beverage in foodservice, it is in fact tradi- tional filter and soluble coffees which hold the biggest share of the wider market,” she adds. Hot chocolate, meanwhile, might be the smallest segment of the hot beverages market, but is growing at a much faster Tetley is running a new ‘Tea Folk’ Mars Chocolate Drinks & Treats rate than either tea or coffee at 7.2% (IRI). 3/ TV ad until autumn, as part of an 4/ has expanded its hot chocolate “The market has shown a strong move overall £10 marketing spend. range with Galaxy Bubbles Orange, containing 40 calories. towards more traditional hot chocolates, with a staggering 25.8% increase in the four weeks ending May 19 in the impulse channel,” says Bep Dhaliwal, Mars trade communications manager. “Instant diet hot chocolate is also proving successful and the market is worth nearly £3million in value sales annually.” And when it comes to providing hot drinks to the foodservice sector, it’s wise to ask those in the know, says Nash: “Wholesalers supply a number of foodser- vice sectors, which can be quite complex Kenco Millicano instant coffee is Horlicks has launched Horlicks to understand, so we recommend they now available to caterers in 300g Light Chocolate Cherry 500g as seek advice from their suppliers who can vending5/ bags for free standing and table 6/part of its commitment to innovation in advise on the appropriate ranges for dif- top dispense machines. the sector. ferent sectors of the market.” l
Foodservice supplier Foodservice wholesaler Foodservice outlet Fraser Chynoweth Robert Cooper Ed Davies Kilverts Inn, Foodservice sales director, Pennine Tea and Coffee Powys Tate & Lyle Sugars “Social responsibility “We are an independent “ Having 12 bedrooms is becoming increasingly wholesaler supplying hot means the bar is always important in foodservice be- beverages and equipment to ready by 9am, so we started cause operators need to cater to the needs cafes, bars, hotels, tea and coffee shops, an informal coffee morning. Every day of corporate entities, which may have pubs and offices. We are always running we have half-a-dozen regulars. We offer their own corporate social responsibility special offers and promotions, and cur- a free refill for every coffee. We’ve spent a commitments. As a result, Fairtrade is rently there is a special price on Douwe bit of time on getting the hot drinks right becoming increasingly popular and is now Egberts filter coffee sachets. We keep up –stocking a mixed box of teas and training recognised by 74% of the public, which is with new products and trends, and have staff on cappuccinos and lattes. We give up from 57% in 2007. The UK drinks 9.3 just brought in Twinings Strawberry and free biscuits with all drinks and make sure million cups of Fairtrade tea and 6.4 mil- Mango Herbal Infusion, Spiced Chai and they are served in the right cup. With cof- lion of Fairtrade coffee every day.” Lady Grey.” fee being high gross profit it makes sense.”
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Staying power Elit Rowland speaks to four key battery suppliers about how to boost sales
Q&A LEIGH TOMLINSON device sales. We have 70.8% of Portable power has become an Last year we teamed up with Business leader, the market, in terms of value. essential part of everyday life wireless charging pioneer Duracell and the need to power smart Powermat to develop smarter, What are the key trends in this phones and other hand-held user-friendly solutions suitable category? devises is a growing market. for the 21st century. We have also noticed growth in coin cells for 3D glasses. fast facts Impulse buys make up 40% of battery What advice should wholesalers give their purchases customers to grow sales? Create a clear and easy-to-shop How is the market 85% 60% of main fixture with signpost performing? of households market branding. Secondary sites The batteries market is worth in the UK of40% all battery should also be positioned £328m but the alkaline battery go for purchases are next to products which use market is decline in both value batteries. Finally, a battery and volume, due partly to a buy batteries brands made in Q4 stand at or around till-point continued decline in electronic will attract impulse buyers.
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The economic climate has TIM Clark retail customers to ensure ANTHONY SEWART meant that consumers are Sales manager, good visibility at till-point. Sales director, constantly on the lookout for Panasonic Energy Varta Consumer Batteries a good deal. The ‘buy-one-get- Why has there been a decline one-free’ culture has become in the rechargeable market? the norm and consumers have We believe the decline has been come to expect this kind of deal caused by consumer confusion – when purchasing batteries. around 70% of battery shoppers We are supporting this have a positive attitude towards trend by continuing to offer rechargeable batteries. We have ‘4+4’ promotional packs for attempted to cut through the wholesale and retail customers. confusion with a simplified What are the key trends in this What’s the most important charger offer comprising an category? What’s your top tip for time of the year for your entry level-, fast- and universal Busier lifestyles mean that wholesalers’ customers? business? charger. the average consumer needs Having a few small displays is 40% of all batteries are bought to be able to communicate more effective than one main in the last three months of the How important is education in and be entertained on the display - using placement year so wholesalers must do the battery category? move and innovation in power options such as ‘clipstrips’ more to promote the category We don’t expect consumers to technology has opened up a are an easy way of ensuring at this time. 50% of batteries be experts, so we’ve introduced great sales opportunity’ that batteries are available bought in the impulse channel a ‘gold, silver and bronze’ on- throughout a store, without are ‘distress’ purchases, so pack messaging system to make How important are taking up additional shelf wholesalers should advise their it easy. promotions? space.
CAroline MAllet More than 60% of the market up from economy to value understand which battery suits Marketing director, buys into brands – these and from premium to super their needs. The packaging Energizer consumers are less price- premium. The primary value uses simple icons to guide sensitive and are aware of the segment is performing strongly consumers about the most different performance roles of with growth of +7.8% year-on- appropriate battery for a device. specific battery types – they year, while super premium saw Power Plus packs, for example, are willing to pay more for a mini boom last year of +1%. includes a ‘3X longer lasting’ optimum performance. claim and icons that represent How are you helping kids toys, while the Extreme What trends have you noticed? wholesalers and retailers to packs, highlights a ‘6x longer We have noticed a move grow sales? lasting’ claim and icons of high towards premiumisation at Earlier this year we launched a tech devices such as gaming How important is price to the different levels of the alkaline new portfolio of rechargeable controllers and cameras that battery consumer? market. Customers are trading batteries to help consumers require more power.
new products and must-stocks
New: Duracell has launched Must-stock: Duracell AA / AAA New: Panasonic’s ‘Standard Power’ a 5-hour PUC charger for mobile are the group’s best-sellers. batteries have been renamed ‘Every- phones and other USB devies. day Power’ to emphasis their common use.
New: Panasonic’s Pro Power Clam New: Energizer has relaunched its Must-stock: Varta offers a full blister packs are recommended for Recharge Power Plus AA batteries range of High Energy AA, AAA, 9V, wholesalers who want to offer retail earlier this year to provide extra power and C, D batteries and are the group’s customers better value. comes pre-charged and ready to use. best-sellers.
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p38-39CS5_mb.indd 39 30/08/2012 16:01 latest products Autumn arrivals Michael Connolly reveals the latest launches and promotions
Packaging Range extension Packaging
A G Barr is releasing an extra special Dr. Oetker is launching a range of Coca-Cola has announced a partnership Halloween-themed range in a bid to baking ingredients. The multipacks between its Coke Zero brand and Sky- boost retailer profits. The ‘spooky special contain six individually sealed, single-use fall, the new James bond film. The limited packs’ include: Irn-Bru, Barr ‘scream soda’ sachets. The range includes baking powder addition Bond designs will feature on the and ‘creepy cola’. The new designs are be- (gluten free), ground arrowroot, cream of Coke Zero can, PET bottle and an alumini- ing backed with a range of merchandising tatar and bicarbonate of soda. um bottle, all showcasing the famous Bond and PoS. ‘gun barrel’ design. 01204 664 295 0113 823 1400 0845 722 7222
Packaging New product NewAdvertising recipe Thatchers has released a new gold Gillette has launched its new Fusion Philadelphia with Cadbury is now multi-pack format. The black and gold ProGlide Styler aimed at men who style available as a ‘convenient snack product’. packaging on the 8 x 440ml can pack has their facial hair. The new grooming tool The new product features Philadelphia been designed in a bid to attract customers includes a precision edging blade as well as blended with Cadbury milk chocolate and create stand out on the shelf. three combs for custom length. and mini oaties for dipping.
07769 693419 01494 533 3000 0870 240 6861
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JTI is launching the world’s firstcurved McVitie’s Cake Company is launching a Mars Chocolate’s new Christmas range pack design for its premium cigarette variety of Halloween & Bonfire Night- features the return some festive best- brand, Camel. The new look will be rolled themed limited-edition cake products sellers. Some of the returning products out across all Camel Blue 20s packs. combined with an Alton Towers on-pack include Mars Advent calendar and promotion. There is a new variant on the Maltesers small and large boxes, with sour cake bar with a purple sponge and new products including Galaxy a gift for raspberry jam. you – truffle. 0800 163 503 0800 138 0813 0845 074 1111
Range extension Foodservice Range extension Imperial Tobacco has extended its JPS Terinex is launching its “Think Outside Halewood International is launching ‘Silver’ range with the launch of JPS Sil- the Bag” initiative in an attempt to pro- a flavoured vodka range to add to its ver Superkings 10s and 20s and JPS Blue mote the use of oven bags. The campaign, expanding spirits portfolio. Jellus Vodka Superkings 10s. The new range is aimed which will have extensive social media comes in four flavours, citrus lemon, at increasing sales in the economy-priced activity, launches this month. strawberry cheesecake, morello cola and sector of the cigarette market. toasted marshmallow.
0117 300 4158 01234 364411 0151 480 8800
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15 minutes with...
I tried my hand as an apprentice butcher, but it only lasted six weeks – I got tired of pouring jelly into pork pies at 7:30am in the morning What’s the best thing nation. Did you know that together: she comes fishing about your job? many of the gold medallists with me but in return, I’ll go I really enjoy selling; it’s a were from Yorkshire? We shopping with her. I’m also big part of my role – we’re would have finished ninth on a Bradford City supporter. not just van drivers. I give the medals table. I’ve been a loyal supporter our customers advice on through all its highs and merchandising and ranging, What do you do with your lows. and I keep them up to date spare time? with all the latest products. Me and my wife Marilyn What’s your favourite film? I’ve built some fantastic go fishing every weekend – Slumdog Millionaire – I’ve we’ve been married for 44 been to India a few times and is customer relationships over Mike Wilmore time and they trust the years and we do everything it’s a really accurate portrayal celebrating his 40th year advice I give them. of the colourful, vibrant of service with P&H culture there – but also of Direct Van Sales based How would your col- the tragic poverty. I also like in Leeds. leagues describe you? Top Gun and anything that’s They see me as ‘the one quite light-hearted. to beat’ because I have What did you want to be such a great relation- What are you looking when you were growing up? ship with my customers forward to the most I’ve always been very inter- – but it does help to about retirement? ested in sales since the age have known many of Taking Marilyn with me of 13 and loved the idea of them for over ten years. to travel the world – I’m owning my own business. planning to visit Canada, My first ever job was with Who would play you in Australia, Thailand and the a local fizzy drink company the film of your life? Greek islands, and would – Alpine soft drinks. People Victor Meldrew – love to go back to India used to leave their empty mainly because we have again. bottles outside their house the same haircut. and we’d fill it them up. After Better Wholesaling will be that I tried my hand as an Who is a good role joining Mike for a day ‘on apprentice butcher, but it model for the next the road’ to see what only lasted six weeks – I got generation? excellent customer ser- tired of pouring jelly into I think all the Great vice and category man- pork pies at 7:30am in the British Olympic ath- agement looks like in the morning; I didn’t have the letes were a fantastic delivered channel in the stomach for it. inspiration to the whole November issue. l
contacts 020 7689 0600 [email protected] 11 Angel Gate, City Road, London, EC1V 2SD
editoriAL advertising Editor-in-chief Stefan Appleby Sales & Production account executive Will Hoad Face to Face Executive 020 7689 3376/ Coordinator Eszter Endredi 020 7689 3370 / Caroline Cronin [email protected] 020 7689 3380 / [email protected] 020 7689 3369 / [email protected] [email protected] Editor Elit Rowland sales executive Kate Ellis 020 7689 3355 / Account Director Mike Baillie 020 7689 3222 / Marketing Executive Rebecca Davis [email protected] 020 7689 3367 / [email protected] 020 7689 3352 / [email protected] [email protected] CONTRIBUTORS Nikki Allen, Lindsay Sharman, Head of Face to Face Kate Dickenson Sam Wilcox, Michael Connolly, Nick Shanagher, Account Manager Jeremy Fordrey 020 7689 3368 / Finance Manager Nicola Holmes David Harris 020 7689 3366 / [email protected] 020 7689 3356 / [email protected] [email protected] PRODUCTION Peter Simonovic and Mark Baker (subbing) Managing Director Nick Shanagher 020 7689 3382 / [email protected] If you are experiencing distribution problems with this magazine, contact [email protected] Printed by: Wyndeham Roche Ltd, Victoria Business Park, Roche, St Austell, PL26 8LX
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