RETAIL DESTINATION

MARCH 2019 THE BUSINESS OF RETAIL FORMERLY SHOPPING CENTRE MAGAZINE

OPERATORS RAMP UP CAMPAIGN AGAINST PARKING CHARGE CAP

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NEWS & ANALYSIS EDITOR'S LETTER 04 Moorgarth raises the roof in Edinburgh As Retail Destination went to press Intu Properties released its full-year 06 Delancey and council revive Tricorn plans results for 2018 which showed a 14% year-on-year cut in the portfolio valuation, taking it back below the £10bn mark. And Colliers International 08 Captain Morgan lands at ’s disclosed that just £150m of retail properties changed hands in the UK during January 2019, with only one shopping centre changing hands. 12 Intu invests at Merry Hill

Intu’s performance was relatively robust with footfall beating the benchmark, FEATURES voids down only marginally and net rental income up. But that’s not enough for the valuers who, in the near total absence of market evidence, have to 13 SECURITY reflect what they perceive to be market sentiment in their pricing. Where have all the women gone? 18 Until something happens to change that negative sentiment, valuations are PARKING Call for parking professionals to unite in the fight the parking charge cap going to continue to fall and that will put landlords under pressure as their debts as a proportion of asset value begin to nudge up against the ceilings 30 TECHNOLOGY agreed with lenders. Coniq crowns Zsar outlet mall with digital loyalty program Both Hammerson and Intu have promised property disposals to bring down REGULARS their debt levels. The question is: are there any purchasers out there? 36 DATA Retail facts & figures

38 PEOPLE Westgrove appoints mental health first-aider

Graham Parker Editor,Editor, Retail DestinationDestination

14 30

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EDITOR Graham Parker MOORGARTH 07956 231 078 [email protected] EDITORIAL ASSISTANT RAISES THE ROOF Iain Hoey 07757 946 414 [email protected] SALES MANAGER IN EDINBURGH Trudy Whiston 01293 416 090 [email protected] Moorgarth has unveiled plans for the roof deck at

DATABASE MANAGER Edinburgh’s Waverley Mall, situated in the heart of Frankie Butler Edinburgh’s Old Town and adjacent to Waverley train 01892 739 524 station. The developer said the new proposal will [email protected] significantly improve the existing site, with the creation of DESIGN & PRODUCTION new easily accessible public realm and new retail and leisure Stuart West 01892 739 526 units bringing modern, flexible space, with many benefitting [email protected] from stunning south facing views overlooking Edinburgh’s PUBLISHING DIRECTOR Old Town and the Unesco World Heritage site. Helen Richmond Along with a newly designed spaces, a new entrance at the 01892 739 523 corner of Princes Street and Waverley Bridge will be created to widen the entrances onto Waverley Steps in an effort to enhance [email protected] enabling full disabled access, much improved access into the visitor experience to the centre and the general aspect up EDITORIAL BOARD Waverley Station and it will release the congestion at the top of the steps themselves. These works are well underway and due to Carl Foreman, Moorgarth; Bill Moss, Mall Solutions Europe; Waverley Steps by extending the pavement by over three metres complete shortly. In addition, Waverley Mall will soon undergo a John Prestwich, Montagu Evans; when travelling west towards the Scott Monument. programme of internal works, aimed at reviving the look and feel of James Taylor, Workman; Michelle Buxton, Toolbox; Jordan Jeffery, JLL; In March 2018, Moorgarth was granted planning permission and this will include a total overhaul of the toilets. Sean Kelly, PR4Property; Lynette Howgate, Ashdown Phillips

No part of this publication may be reproduced without the written permission of the publishers. The Publishers accept no responsibility for any statements made in signed contributions or in those reproduced from other URW UNVEILS sources, nor for claims made in any advertisements. Retail Destination is available on subscription. UK & Ireland £96; Overseas £150. Retail Destination is published monthly. ISSN 2632-1327 | Printed by Stephens & George Ltd WESTFIELD Retail Destination 29 – 31 Monson Road Tunbridge Wells TN1 1LS EVENTS SPACE www.retaildestination.co.uk

Unibail-Rodamco-Westfield and Broadwick Venues Spanning two floors, the 34,000-sq ft events and have unveiled plans for Exhibition, a new 3,000-capacity hospitality venue will reach a total standing capacity of entertainment and events venue at Westfield London, due to 3,000 in multiple rooms, formats and configurations as open at the end of 2019. The joint venture will convert the well as a number of adaptable relaxation areas and onsite historic Dimco Building into a new multi-function venue. food and drinks vendors. The Dimco Building is part of Westfield London’s £600m expansion, which opened last year as part of URW’s strategy of widening the offer to include not only fashion but food, entertainment, events and experiences. Michel Dessolain, COO Europe for Unibail- Rodamco-Westfield, said: “Unibail-Rodamco-Westfield creates unique and innovative destinations globally where our customers can shop, dine, be entertained and connect. Our partnership with Broadwick Venues, one of the biggest players in the events industry in the UK, and through the support of London Borough of Hammersmith & Fulham, will deliver an amazing new entertainment experience and will be a leading new events All rights reserved venue in London.” © JLD Media 2019

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CRICKET SIGNS UP FOR METQUARTER LENDLEASE SIGNS Queensberry has signed renowned independent designer boutique Cricket at the revamped Metquarter FOOD HALL AT in Liverpool. The multibrand store will trade from a 12,000- sq ft flagship unit that will span ELEPHANT PARK two levels fronting Whitechapel. The deal follows the opening of the new four-screen Everyman Elephant Park, Lendlease and Southwark Council’s at an important gateway to Elephant Park, facing onto Cinema, which marked the first £2.3bn regeneration project in London’s Elephant & Sayer Street – a new street for local and independent phase of Metquarter’s relaunch in Castle, has signed sustainable community food market businesses – as well as overlooking the Grade II listed December following an 18-month operator, Mercato Metropolitano, for 17,500 sq ft of Walworth Town Hall on Walworth Square, and will play long repositioning programme by retail, dining and social space to launch MM Factory, a major role in establishing this part of the Elephant Park Queensberry. The reconfiguration due to open in Summer 2019. masterplan as a new food hub for London. has created 38 units including As an anchor tenant, MM Factory will be situated The Mercato Metropolitano concept was founded in three retail anchor units, a Milan in 2015, and made its UK debut in Elephant & restaurant hub and a four-screen Castle in 2016. boutique cinema with 287 seats, Guy Thomas, head of retail at Lendlease, said: “The as well as a bar and dining area. new MM Factory from Mercato Metropolitano will bring a vibrant and varied offer to Elephant Park serving GO-AHEAD AT STRAITON Elephant & Castle’s diverse community. Lendlease is A 25,500-sq ft new retail terrace committed to creating the best places with longevity, at Straiton retail park has been sustainability and a strong sense of community, and given the green light by Midlothian like-minded Mercato Metropolitano is the perfect anchor council, with a planned £10m tenant to help us deliver on this promise.” investment by Peel Retail Parks, part Nash Bond and CF Commercial represented Lendlease. of Peel Land and Property. The new eye-catching, glass-fronted building will sit fronting Straiton Road and will house up to 11 new tenants featuring a line-up of top brands, CAPTAIN MORGAN LANDS with Greggs, Starbucks, Card Factory and Archers Sleep Centre already confirmed. Construction AT LANDSEC’S WEST 12 work is due to start in Summer 2019, with a 33-week build period. The central space at Landsec’s West 12 centre in destinations. It’s been fantastic to work with a team who BASINGSTOKE BOOST Shepherd’s Bush has been transformed into an indoor are willing to embrace the future of retail; we expect the AEW has expanded the range of lagoon, complete with a series of islands, as part of a trend for experiences such as this to continue to grow and dining choices at partnership with rum brand Captain Morgan. we’re pleased to be able to work with Landsec to deliver an in Basingstoke. The Sushi Maki Produced by experience design studio Bompas & Parr, experience which, to date, is one-of-a-kind.” and Kokoro are the latest casual the indoor lake took 12 weeks to plan and construct and The experience runs until April 2019. dining additions to Festival is the centrepiece of an extravagant immersive theatrical Place following the arrival of the production, in a project which reflects the growing trend Parisian inspired Côte Brasserie. of experience in retail. Festival Place is also home to over The Captain Morgan-themed nautical adventure offers 30 restaurants, cafés and bars, customers the opportunity to navigate themselves by boat including Nando’s, , on the indoor lake. Features will include a party bar of PizzaExpress, Las Iguanas, Giraffe, rum-based drinks, interactive challenges with immersive Ask Italia and Gourmet Burger theatrical performers and beach-inspired food and Kitchen, along with a recently entertainment. refreshed 10-screeen Vue Cinema. Sam Bompas of Bompas & Parr said: “Landsec have been brilliant to work with –it’s clear to see they are passionate about placing experience at the heart of their

6 | MARCH 2019 www.retaildestination.co.uk

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CLERYS CLEARED INTU LISTS LAKESIDE Europa Capital, Core Capital and Oakmount have launched Clerys Quarter, their mixed-use LEISURE LETTINGS redevelopment of the Clerys site on O’Connell Street in Dublin city The £72m retail and leisure development at intu Puttshack mini golf, Flip Out trampolining and a host of centre. The new owners bought Lakeside, which opens later this year, will introduce new restaurants including Zizzi and TGI Fridays. the development in October last new restaurants and leisure brands to the south east Rebecca Ryman, regional managing director for intu, year with planning permission of . said: “We’ve invested millions of pounds to create a game- to extend the current buildings Food hall business Market Halls will take 14,500 sq changing leisure-led development which will transform from 212,000 to 344,000 sq ft. ft and the site will include seven kitchens, a coffee shop, intu Lakeside into the UK’s first retail resort.” Construction will begin in the first pop-up areas for food trucks, two bars and seating for quarter of this year on 92,100 sq ft 680 people. The Hall will bring together dynamic and of office space; 60,000 sq ft of prime independent food traders from across the south east and retail; an 18,762-sq ft panoramic use the big-city energy, theatre and excitement of street rooftop restaurant, bar and events food to create a compelling dining experience for intu venue; new food & beverage units Lakeside’s 20 million annual footfall. totalling 8,428 sq ft and a new Hollywood Bowl, the UK’s leading tenpin bowling 176-bedroom four-star hotel. business, will be the first brand to open its doors at what will be one of its biggest venues in the UK alongside UNLOCKED Nickelodeon’s first UK shopping centre attraction, Escape room brand Locked In A Room is to open a new site in Hammerson’s Westquay shopping centre in Southampton. The new 4,000-sq ft unit will be the brand’s DELANCEY AND fifth in the UK, on top of its outlets in London, Bristol, Milton Keynes, and Center Parcs. Westquay already offers a broad and compelling COUNCIL REVIVE range of leisure experiences such as Showcase Cinema, Hollywood Bowl, and Skate. The centre also has a complementary mix of food TRICORN PLANS and beverage brands, including Bill’s, Cabana, and All Bar One. Portsmouth City Council has agreed to form a new back into active use before the end of the year ahead of MILBURNGATE FUNDED joint venture with Delancey to look at potential comprehensive redevelopment to link in with Commercial LaSalle Investment Management development of land north of the city’s Commercial Road and the surrounding areas in the future.” has forward-funded the first phase Road shopping area. The main focus of the plan is of Arlington Real Estate and the the site of the former Tricorn Shopcentre where the Richardson family’s Milburngate council owns the freehold and Delancey a long-term mixed-use scheme in Durham lease. Under the new plan both organisations will city centre project. The first phase transfer their land interests to the new joint venture. is due to be completed in early Developing the former Tricorn site has the potential 2021. Planning permission was to be a catalyst for further regeneration in the wider city granted last December for 54,000 centre area and possibilities would be reviewed for future sq ft of offices and 153 build-to- uses of the area between , rent flats. Leasing of the scheme’s Portsmouth Naval Base and Sainsbury’s. leisure element is well advanced Cllr Ben Dowling, the council’s cabinet member with boutique cinema chain for planning, regeneration & economic development, Everyman, Marston’s restaurant said: “We are committed to delivering a culturally led brands Pitcher & Piano, Bar + Block regeneration for the city centre and the city as a whole. and Miller & Carter and a 92-bed This joint venture with Delancey is a major step forward in Premier Inn hotel all secured. bringing our ambitions for city centre north to life. It’s also

important that we will see the former Tricorn site brought Booth Alexander

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WORKPLACE TRAINING ANALYSIS A MAKEOVER FOR MERRY HILL

n the next step for its improvement programme at intu Merry Hill, intu has announced plans for tenants, Merry Hill has continued to perform well, proving a multi-million-pound investment to transform that it is a resiliently popular retail destination. “Like for like the external façade of the West Midlands regional we’re probably about one and a half per cent down on last Imall, in a bid to cement it as one of the UK’s top 10 most year,” he tells. “On the basis that three of our anchors have popular retail destinations. basically just closed, we think that’s still a pretty great statistic The centre, which attracts around 18 million visitors a year, that the footfall is still pretty level.” intu invests in will see a £10m investment to transform the external entrance. The shopping centre landlord acquired the Merry Hill site The plans include the installation of a large-format screen in two stages, purchasing a 50 per cent stake from Westfield the future of its above the main entrance, as well as energy-saving, colour- in March 2014, before becoming the full owner with the Dudley centre changing LED lights which will enliven the colour of the purchase of the remaining 50 per cent stake from Queensland centre’s exterior wall. Investment Corporation in June 2016. This investment is the latest phase of intu’s plan to make “What we’ve done [since acquiring the site] is look at the the shopping centre more sustainable, more accessible, and big space users. The deals we’ve done with the likes of River more attractive for its customers and retailers. The new plans Island, Top Shop and Top Man, JD Sports have doubled all follow recent improvements including the introduction of their space.” free, high-bandwidth wi-fi, and a redevelopment of the car More recently, Primark doubled the size of its sales space by park and bus station to make the facility more accessible to incorporating the old BHS, upsizing from 48,000 to 86,000 sq those with disabilities. ft. The fashion brand opened the newly refurbished upper level Nick Round, regional managing director for the Midlands towards the end of last year. The first floor of the BHS unit at intu, says that the investment at the Merry Hill centre was exchanged with Sports Direct, USC and Flannels, with the reflects the brand’s long-term commitment to the centre, latter taking on an independent 9,000-sq ft, new concept store. showing intu’s confidence that it is a destination centre where “Looking ahead,” Round adds, “we’re hoping to improve the brands will be able to flourish. leisure and food element. This is still speculative, but we are “In the last year we’ve welcomed 20 new retailers to the centre, discussing a potential upgrade for the facility and looking at including huge new stores for Next and Primark, making this the feasibility of that. an even more attractive destination for shoppers,” he says. “Our “This is a long term haul for us. We’ll be holding the facility plans are to attract even more great brands and create compelling or at least the next ten years.” experiences for customers across the West Midlands.” The centre has also expanded its food and drink offering in the past 12 months with Pizzasqr and Little Dessert Shop opening in the mall’s food court. The Garrison Saloon Bar, a Peaky Blinders-themed micro-pub named after the BBC series, is the latest bar to open its doors on the centre’s Waterfront. Round says that in spite of losing some huge

12 | MARCH 2019 www.retaildestination.co.uk ANALYSIS

www.retaildestination.co.uk MARCH 2019 | 13 SECURITYWHAT MAKESWHERE A ARE PERFECTALL THE CHRISTMAS?WOMEN?

14 | MARCH 2019 www.retaildestination.co.uk SECURITY

he face of the security, a once very male-led profession, is changing, as the people protection Experience shows industry is becoming far more gender-represent- that women bring ative than in times gone by. The role of women Tin the field is proven to be integral, such as in situations where valuable skills to a female-detainee is only allowed to be handled by someone a security team, of their own gender, meaning all-male security teams have to wait for emergency services to arrive before they can conduct so what can be searches or apply any physical restraint. done to inspire This scenario is not an uncommon occurrence for many shopping centres, which raises the question: where are all the women to join the women in security? ABM UK Security officer Kendra Partlow security industry? and group head of security for intu, Ian Pugh, explain why security is such a male-driven profession. “I believe that one of the reasons there is unequal balance between men and women in security teams is due to misper- ception of the industry,” says Partlow, who got into the security industry after applying for an opening for a security team at a busy shopping centre in Doncaster. “Security is often misinterpreted as a predominantly male industry,” she continues. “To encourage more women into se- curity roles, perceptions need to continue to change. I’m seeing more women enter the industry but we’re still working towards achieving an equal gender balance through the security sector.” There is work to be done to change the perception of the security industry, which Ian Pugh agrees is still perceived as a male-dominated profession. “The role has evolved over the last five years,” he says. “For us, now, it’s about making sure that we have the very best people on hand to make all our visitors feel safe and leave feeling happier than when they first arrived at any one of our nationwide centres.” Which, presumably, www.retaildestination.co.uk MARCH 2019 | 15 SECURITY

involves having more female security staff. within the company’s security reams. Last November, Metropolitan Police commissioner, Cressida “[Our teams] deliver security services so that our customers Dick, announced that she wants 50 % of London’s officers to and staff feel confident and comfortable in our centres and safe be female – no small feat given just more than a quarter (27 %) in the knowledge that security is a top priority for intu and our of London officers are currently women. Partlow believes that female security officers are a great asset to us in delivering this this huge push of commitment from Dick will have a knock on approach across our centres,” he adds. impact for women joining security teams. And still, many see security as a male-only profession, but Part- “I believe that there needs to be a huge recruitment push low says that during her time working in the industry, an industry which targets females to show them that they are an integral in which she now holds a senior position, she believes being a part of seeing a gender balance in the security sector and that security team member is as gender neutral as any other role: this balance is the key to a more efficient team,” says Partlow. “An applicant’s suitability to a role should only be dictated “The entire recruitment process needs to acknowledge real life by their expertise, experience and passion. I definitely feel that situations that show the importance of gender balance.” with the right training and determination to succeed, women In an effort to promote gender balance in security roles, can succeed in any security role that they desire. Working in Pugh says that intu’s aim for its frontline staff is to be repre- security is a difficult job that requires tough individuals, the sentative of its customer base, and so having female members sector needs this kind of individual at every level to see the of security reams is very important. The shopping centre positive change that we are all looking for.” network offers candidates comprehensive support, training That said, there are still some small aspects in security jobs and guidance, as well as access to a wide network of external that are gender defined, but as Pugh points out, it is women contacts including the police at a local and national level, all who are needed to fill the gap. of whom, Pugh says "play a part in ensuring that we provide a We also have some more practical requirements driving the safe and secure environment for all of intu’s visitors." need to have female security officers,” he explains. “For exam- “We also offer flexible working which results in a better work- ple, at intu Braehead we identified an insufficient number of life balance for our officers. We have also recently completed a female members of staff to carry out bag searches at the main Right People Right Place Right Time exercise across our centres access points to our events arena. which included a focus on our working patterns. This review “Our existing team sent out a request for help and six has helped deliver an efficient working pattern for our security female employees volunteered from a range of different depart- teams; while ensuring our operation runs smoothly. ments to undergo full training to support the wider security Intu’s aim is to make the security role as appealing to new team. The women involved passed a four-day security training candidates as possible, with a flexible approach and a focus (SIA) programme and are now able to provide the support on customer service, which Pugh says has resulted in a steady needed as required.” Below. Rendra Partlow increase in the number of applications from women for roles Pugh adds that there is no ceiling for women in the security industry, citing several intu employees who have joined the field and risen through the ranks: “Some examples of success stories include a female employee who joined intu in a non-security role. She then moved on to a security role after becoming interested in the field of work and was promoted to a senior position. She is now responsible for a team of up to 30 employees and manages all security aspects within the centre. “Another example is of a female employee who moved from HR to become operations manager where she now oversees the security function. We have a number of female supervisors within our security teams who have been promoted and have the opportunity to progress into more senior roles.” The roles for women exist, it’s just a matter of motivating more women to seek the roles out, and Partlow believes we should look to the royals for this inspiration: “A great example of a successful woman in security is Meghan Markle’s bodyguard. It’s great to see a female role model in the public eye. It gives me the determination that I can also progress in my career to roles I perhaps thought were out of my reach. “It’s important not to limit yourself to how far you can take your career. At ABM there are always opportunities for ad- ditional training and personal development. Its brand ambassa- dor training programme gives me skills that will stick with me for life and help me progress in my career,” she adds.

16 | MARCH 2019 www.retaildestination.co.uk

PARKINGWHAT MAKESCITY A PERFECTCHARGING CHRISTMAS? Edinburgh St James centre generates next level in electric car parking

18 | MARCH 2019 www.retaildestination.co.uk PARKING

www.retaildestination.co.uk MARCH 2019 | 19 PARKING

he long awaited Edinburgh St James centre con- oper of Edinburgh St James, said: “We set out to challenge tinues to take shape ahead of its 2020 opening, traditional models with this development and in our electric including a new car park which is et to double car charging provision at Edinburgh St James, we feel we are the number of EV charging ports in Scotland’s providing a small window into the future of retail destinations. Tcapital. When complete, the new car park will be geared up to “The recent report by the International Council for Clean support 200 electric cars, which will account for a seven per Transportation highlighted that electric cars are now cheaper cent increase in total charging points in all of Scotland. to run than their petrol and diesel equivalents, which we feel The 1.7m sq ft St James development’s new car park will vindicates our commitment to the technology. Electric car offer 1,566 of new parking spaces. When combined with the owners have already benefited from reduced parking and road nearby Omnicentre facilities, the two central sites will account toll charges, stimulating the growth in the number of car for 75 per cent of all off-street parking in the Scottish capital. charging ports in the UK as more consumers are incentivised As part of this provision, the car park will include up to 200 to switch to renewable energies. electric car-charging points. With the use of electric cars al- “From a project-wide perspective, the team has put in a ready on the rise, and Scotland leading all other regions of the huge amount of work to minimise our impact on the environ- UK in providing car-charging facilities, Edinburgh St James ment through extensive recycling initiatives on site, so we are could account for seven per cent of Scotland’s 3,000 electric particularly proud of the fact that our parking facilities will be car-charging ports. able to adapt as green technology develops.” As of October 2018, there are 715 electric vehicles The car park forms part of the development that will registered in Edinburgh with only 40 public charging points completely redefine retail-led, mixed-use regeneration in the available, according to data released by the City of Edinburgh UK. Injecting over £1bn of investment into Scotland’s capital, Council to The Scotsman. The City of Edinburgh Council Edinburgh St James will feature 850,000 sq ft of retail and recently announced plans to add an additional 211 charging leisure space, including 85 new shops, over 30 new restau- points across the city by 2023, and so the addition of Edin- rants, Edinburgh’s first Everyman Cinema, 152 apartments, a burgh St James’ charging points could more than quadruple striking 12-storey hotel - W Edinburgh, a 75 room Roomzzz the city’s provision by the time the retail and leisure element Aparthotel, and three new public squares. With its 24 hour opens in 2020. leisure offering, Edinburgh St James is set to revolutionise and Martin Perry, director of development at Nuveen, devel- regenerate the city’s East End.

Left. Aerial view of W Hotel

20 | MARCH 2019 www.retaildestination.co.uk

PARKING

The parking payment system DESIGNA launches its first contactless UK site TAPS IN TO CONTACTLESS

ontactless has come to be an expected method contactless credit card technology at the centre. of payment in all aspects of life, and as people The installation included new state-of-the-art entrance are less likely to carry spare change, it is a and exit terminals accepting tap in/tap out contactless card welcome move from Pay on Foot parking system payment technology. There are also three full pay stations and Cmanufacturer, Designa, that it is rolling out the first of many a DBS server, manual pay station and intercom, all of which UK tap-to-pay machines at the White Rose shopping centre in will help to improve the efficiency and security of the popular Rhyl, North Wales. seafront car park. After many successful installations abroad, the shopping The chose to update its Designa system centre is the first Designa site in the UK to update its car to improve convenience and availability in the car park to parking system to the company’s advanced Abacus software increase customer satisfaction. Designa’s recently developed and equipment with the installation of its new tap in/tap out Abacus intelligently integrates several elements to create a

22 | MARCH 2019 www.retaildestination.co.uk PARKING

it possible to pay using several means, therefore reducing the problem of queuing at the pay machines and having to pay with change,” she elaborates. “Another payment option we now have is the facility to pay through mobile devices and via contactless cards. “The majority of people move around with credit cards rather than cash and having a versatile payment option in the car park makes for a painless process. The maintenance of the system at our local level was extremely important to avoid cost- ly and timely engineer callouts. Simple things like ticket and coin jams, system resets are now extremely easy to resolve as is the exchange of entry tickets when required.” Designa’s UK commercial manager, Ben Smith, says that the powerful system that is highly reliable and low-maintenance, company is hoping to increase the roll out of the new Abacus and is also able to cope with large volumes of traffic while system across its retail sites: “There is a growing interest in providing the highest level of monitoring to ensure a secure Tap in / Tap out feature in the retail environment, whereas at parking environment. other sites like airports payment at exit with contactless cards The parking system is barrier-controlled and makes use of is normal. Our system is very flexible, each deployment is built Designa barcode ticket technology. In addition to the standard to meet the needs of the individual site requirements.” ticket technology, the car park offers the facility to tap in/tap He adds that the consumer demand for it has proven itself out using a contactless credit card When the customer presents to exist, noting the marked increase in the number of people a contactless card on entry, it recognises them and by tapping using contactless to pay for parking at their sites: “It varies a again at exit it automatically calculates the tariff and allows lot depending on the type of site in question, but in general we payment to take place at the exit. have noticed a big uptake in contactless payments where we Sue Nash, centre manager at the White Rose, says that the have installed the latest credit card equipment. Some custom- Left. Designa's new biggest advantage of having the new system in place is the ers have quoted 15 to 30 per cent increase in credit card usage contactless terminal easy payment method. “The advanced ticket machines make since the introducing of contactless.”

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24 | MARCH 2019 www.retaildestination.co.uk PARKING GOING THE EXTRA MILE

Gemini Parking CEO Ryan Jackson explains why customer service begins in the car park

www.retaildestination.co.uk MARCH 2019 | 25 PARKING

ustomer service is traditionally focussed on in- action can improve the emotional state of a shopper and it store and on-site interactions, or online, but it will remain etched in their memory – and there you have the pays to think outside the box,” says Ryan Jackson, positive brand association.” CEO of UK value-based car park management Ccompany Gemini Parking Solutions. “One example of this,” GETTING IT RIGHT he suggests, “is looking at the overall real-world experience of From the moment they approach the site to the moment they your customers, including the first point of contact when they leave, the car park is making an impression on the shopper. reach your destination: the car park – have you given thorough It is the point of entry, the point of exit, and the first and last consideration to what it says about your brand?” brand representative for a scheme. And so parking should Jackson believes that treating car parking facilities as if always be a positive customer experience. they are little more than loading bays for a given destination “The focus of any brand should be to build and maintain is outdated and short sighted. The car park, he says, is both a loyalty, so it's vital that this approach is implemented across all necessary commodity and an unavoidable touchpoint for many customer contact points,” continues the Gemini Parking CEO. shoppers – making it valuable tool for developing customer “There is so much truth in the old saying: ‘you never get a sec- loyalty and gaining insights. ond chance to make a first impression’. So, at the point where “In today’s retail landscape, car parks should be seen as signif- a shopper has driven into your premises could be the last if icant links in the value chain,” he explains. “They are the point the management of your car park is not up to standard, under at which the customer experience begins. In fact, they are a the supervision of the wrong company and using unsuitable valuable source of actionable intelligence that can facilitate both parking systems. enhanced customer service and improved revenues.” He says that getting simple things spot on, like signage, has It is important, he points out, to understand that the days the ability effect how a customer feels about you, because if at of taking every opportunity to penalise the customer for the very offset a customer is confused as to how they should minor transgressions is a business tactic of the past as today’s park, or if it is not clear as to how they are supposed to pay, you customers expect appropriate dialogue and fair treatment in have already set a negative tone for their shopping experience. every exchange, and are looking for a parking solution that treats “It is becoming increasingly common to witness or be customers with appropriate levels of leniency and compassion involved in a conversation when it comes to a parking machine rather than slapping them with a fine no questions asked. not working or drivers being unclear on how to pay. Ultimate- ly this effects how customers feel about your business, and HUMAN VS MACHINE there should be a greater level of ownership surrounding who With the desire for compassion in mind, while technology is managing your car park.” such as ANPR can be to-the-minute accurate, it lacks a human In other words, your car park is a potential deterrent for element which Jackson believes is not something that should customers both new and returning. If they have a bad parking be lightly overlooked. experience they will be far less likely to want to return, and He says: “There is a great variety of different options may end up driving somewhere else to do their shopping. available in the market today, each with their own benefits. The journey of the customer is often recognised as be- However, it seems that technological advances have moved the ginning until they pledge their allegiance to the scheme by industry towards something of a black and white approach and making their first purchase. That is when they become a valued have detached the human element somewhat, which could be customer. And it should be recognised that the car park is the detrimental to the whole industry. first purchase a shopper agrees to make. This is why it is so Technologies such as Automatic Number Plate Recognition important to invest in the best parking facilities and the best (ANPR) have enabled operators to deliver 24-hour com- car park management for your car parks. pliance, reducing the need for car park staff to be on patrol “Essentially, it is all down to balance and there is of course a during the more unsociable hours. The intuitive technology need to manage the control of parking, but it should be every offers additional reporting features, enabling all car park brand’s priority to put customers and potential customers owners to understand the behaviours of their customers and first,” says Jackson end users and this data, in the age of information is now a It is true to say that car parks and customer service are not hugely valuable commodity which can become a key driver for classically two things that have been closely associated in the business success. past. But, with a high quality, motivated team managing the In some cases, traditional methods of car park management parking, he believes that the stereotype can be turned around are still in use, but there has been a massive shift towards and used to build positive brand associations. implementing technology as more and more operators are “Even, for example, having a car park manager sheltering moving towards ANPR systems to keep operational costs down you from the rain, helping to carry bags, giving directions, and improving accuracy in one fell swoop. It is hard to say or assisting with a broken-down vehicle – these small actions long term, but does this cold approach really engage customers are compounded over time have a big impact on the way in Ryan Jackson, CEO, at such a valuable touch point in the same way? which customers view your brand and can help to give you the Gemini Parking “It doesn’t,” says Jackson. “Often, just one simple inter- advantage over competitors,” he concludes.

26 | MARCH 2019 www.retaildestination.co.uk DESIGNA | Technology

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Ellandi investment n the current market, owners and operators must be DATA DRIVEN HUBS creative to ensure their car park continues to serve a Cohen thinks that in many regional locations, implementing manager, David purpose and remain relevant to the local population,” a Deliveroo dark kitchen is not viable and so being able to Cohen, asks if says David Cohen, investment manager at Ellandi. optimise the performance of a car park from parking vehicles I“Car parks face increasing pressures from the declining number remains vital to the asset’s longevity. there is a future for of young drivers, declining footfall in town centre retail loca- “Owners and operators are now alert to the benefits that a physical car parks. tions and rising costs.” data-driven approach can provide,” he explains. “A car leaves This, Cohen says, has led to the emergence of ‘Mobility a data trail every time it enters and exits a car park, measuring Hubs’. These hubs are locations which provide travellers access the customer’s behavioural patterns. This includes information to the regional transit system, support high density develop- about the date and duration of visit as well as the amount and ment, and demonstrate excellence in customer service. They method of payment.” are more than just transit stations, serving as place of connec- This data, he says, can be analysed to deliver wider benefits. tivity, where difference modes of transport – from walking to This is particularly true for shopping centres, where the car cycling to public transport – come together seamlessly in place park is usually a customers’ first and last impression of the where there is an intensive concentration of working, living, scheme as well as their primary parking destination. shopping and leisure. “If the customer service between these adjoining build- “Inherently, car parks occupy prominent town centre loca- ings can be optimised, this can lead to a myriad of benefits tions, have large floorplates and excellent accessibility;” Cohen including longer dwell times and increased spend, which can continues. “these characteristics together with relatively cheap translate to higher turnover for retailers and more successful costs of occupation mean that car parks have been transformed lease renewals. The greater the understanding, the better the David Cohen, Investment to last-mile delivery stations, Deliveroo dark kitchens, EV chance of finding and implementing value accretive solutions.” Manager, Ellandi charging stations and perhaps soon, driverless car depots.” PLACEMAKING MOVEMENT “Many key town centre stakeholders are now adopting a holistic approach to bring a purpose and vibrancy back to their location,” Cohen says. “At Ellandi, we work in partnership with local authorities to achieve these benefits for our schemes and their respective towns. We believe that creating a destination with a strong sense of place, shaped around the people who use it, lays the foundation for a sustainable future.” Car parks provide an opportunity to create vibrant and at- tractive community hubs that cater for a mix of uses, whether it is a case of repurposing the asset in full or part. Where the need for parking remains, dynamic and flexible structures that respond quickly to the use of the asset will prevail as they will be able to transfer under-utilised car parking space to pop-up retail, leisure, F&B or other uses. Cohen adds: “The car park will have a role to play in the changing town centre landscape; what that will be will depend on each location and the needs of the local population, as well as the extent to which key stakeholders are willing to deliver and implement the required change.”

28 | MARCH 2019 www.retaildestination.co.uk Parking Management Solutions

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30 | MARCH 2019 www.retaildestination.co.uk PARKING

Utilising unused nline spending is affecting shopping centres, Through introducing their own technology or working with particularly those in town centres, and some the existing technology in shopping centres the occupancy lev- parking spaces centres are seeing declining levels of car park el of the car park is monitored, with the number of marketed offers financial usage. Now malls are discovering that the loss bays adjusted according to demand. Oof revenue can be mitigated by renting empty car parking Harrison Woods, managing director of YourParkingSpace. lifeline to spaces at shopping centres to other car owners such as nearby co.uk, says: “Many shopping centre car parks are significantly shopping centres office workers. underutilised, especially during the quieter periods on week- Specialist operator YourParkingSpace.co.uk claims to boost days. Instead, they could be rented out to other car owners returns with no associated capital expenditure or operating needing somewhere to park. costs and the company has already formed partnership agree- “It’s a simple and hassle-free way to generate income from ments with a number of shopping centres across the UK. vacant bays, with these drivers also providing valuable footfall Among the first are the Ridings shopping centre in for the shopping centre.” Wakefield, the Sovereign shopping centre in Bournemouth, Indeed, previously robust town centres are being particularly the Prospect shopping centre in Hull and Fremlin Walk in impacted by the growth in online spending, with official fig- , which between them have already made over ures suggesting that almost a fifth of retail sales are now carried £180,000 by renting out empty parking spaces. out online. Some estimates also suggest that more than 10,000 YourParkingSpace.co.uk markets the empty bays, which high street stores will close in the coming year. would otherwise have been non-revenue generating, on its Harrison adds: “Investor attitudes towards shopping centres website either on a short- or long-term basis. Shopping centres have turned profoundly negative, and shopping centre rents can unlock a significant revenue stream by renting out unused are expected to drop in 2019. YourParkingSpace.co.uk provides car parking spaces to other motorists, such as office workers a solution, as renting out empty parking bays boosts revenue needing somewhere to park, advises online parking portal and footfall with no associated capital expenditure or operating YourParkingSpace.co.uk. costs, helping to increase earnings and sale value.”

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www.retaildestination.co.uk MARCH 2019 | 31 PARKING DOES THE CAP FIT?

32 | MARCH 2019 www.retaildestination.co.uk PARKING

IPC urges ill Hurley, the chief executive of the International Park- ing Community (ICP) has called for estate managers and landowners to landowners to voice their concerns about payment caps for voice concerns car parks. He says that the move is one which could have a profoundW impact on the interests of landowners and the future viability of parking over parking services in towns and cities. charges cap The call to action comes as the government pushes towards a new unified Code of Practice for the private parking industry. Fears have been expressed that MPs will submit a parking charge cap as an eleventh-hour amendment to Sir Greg Knight’s private member’s Parking Bill which is currently making its way through the parlia- mentary process. “Along with the vast majority of retailers, landowners and estate managers and all responsible parking operators, we applaud the spirit and objectives of the new legisla- tion which aims to ensure consistency and fairness in parking services for the benefit of parking operators and motorists alike,” says Hurley. “However,” he reasons, “any suggestion to harmonise private parking charges with those applied by local authorities is very troubling and nonsensical. Such a ruling will not only undermine the rights of landowners but will also encourage abuse of parking facilities and compromise the ability of service providers to deter irresponsi- ble behaviour.” The Parking (Code of Practice) Bill received its second reading in the House of Lords in January and is expected to become legislation later this year. This will result in a single code of practice for the private parking industry, a move which the ICP has publicly supported. Suggestions that the new code should include capping of private parking charges is, however, an unexpected late development in the bill, and the IPC is leading the calls to highlight the serious issues that would inadvertently arise from such a move. “Reducing the charges applied for non-compliance will seriously curtail the ability of landowners to control the right of access to their property,” says Hurley, pointing out that: “there are profound legal differences in the way private and public land has to be managed, which is why there has to be a clear distinction between the respec- tive parking enforcement notices presented to the motoring public.” He gives the example that local authorities possess the authority to manage the land they own by undertaking deferred powers from the DVLA to clamp and tow untaxed vehicles. This provides authorities with an effective and invaluable means to protect their interests and address non-compliance, as untaxed and uninsured vehicles are frequently among the repeat offenders. Private landowners, he points out, are not legally permitted to take this course of action and therefore cannot provide effective protection of their land and must suffer those abusing their property. The IPC chief executive adds that the proposed level of parking charges will often be less than the full-day parking fees applied in city centre car parks: “Such a move will invite abuse of parking provision, increase service costs for users and undermine the viability of many parking facilities at the very time when high street retailers need all the support they can get. “We are urging the government to respect the rights of landowners and avoid the unintended, serious and far-reaching consequences of introducing such a cap to parking charges within the new code. Before it’s too late, we are inviting anyone who shares our concerns and recognises the damage that would be caused by such a ruling to contact us. “This will enable us to provide a clear message that a more balanced and considered Will Hurley, CEO, International approach is required that truly respects the interests of both responsible motorists and Parking Community landowners in accordance with the key objectives of the new legislation.” www.retaildestination.co.uk MARCH 2019 | 33 TUESDAY 18 JUNE 2019...

ARE NOW OPEN FOR ENTRIES

2019 AWARD CATEGORIES

• Centre Manager of the Year at a Large Centre • Energy Management Award (450,001 sq ft and over) • Waste Management Award • Centre Manager of the Year at a Medium Centre • Security Team of the Year (200,001 to 450,000 sq ft) • Customer Service Team of the Year • Centre Manager of the Year at a Small Centre • Mall Technology Innovation of the Year (up to 200,000 sq ft) • Car Park Supplier of the Year • All Ireland Centre Manager of the Year • Christmas Campaign of the Year • Marketing Manager of the Year • Parking Innovation of the Year • Operations Manager of the Year • Outstanding Contribution of the Year • Young Achiever of the Year • The SCEPTRE Grand Prix • Short- term Retailer of the Year Awarded to Managing Agent, Owner Operator that has (nominations from Centre Managers only) achieved highest aggregate scores in shortlisting and • Retail Liaison Management Award judges ranking. • Commercialisation Innovation of the Year

... AT THE HOME OF SCEPTRE - THE DORCHESTER THE JUDGING PANEL

Graham Parker | Editor | Retail Destination Iain Hoey | Editorial Assistant | Retail Destination Bill Moss | Strategic Director | Mall Solutions Europe James Taylor | Director | Workman John Prestwich | Consultant | Montagu Evans Carl Foreman | Director | Moorgarth Michelle Buxton | Group Managing Director | Toolbox Group Sean Kelly | Managing Director | PR4Property Ros Oxley | Head of Retail Management | JLL Lynette Howgate | Associate Director | Ashdown Phillips

To download your entry forms visit www.retaildestination.co.uk/sceptre For further information contact Trudy Whiston in our Events Team on 01293 416 090 or email [email protected] TECHNOLOGY ECE ROLLS OUT DIGITAL MALL

36 | MARCH 2019 www.retaildestination.co.uk TECHNOLOGY

Germany’s leading CE has advanced the development of its digital platform, rolling out its award-winning mall owner extends Digital Mall product to five shopping centres. pilot phase of its The platform was developed by ECE and was Esuccessfully tested at the Alstertal-Einkaufszentrum mall in online product Hamburg. Building on this success, it is now being introduced search system at Elbe-Einkaufszentrum in Hamburg, Altmarkt-Galerie Dresden, Limbecker Platz in Essen and Main-Taunus- to five centres Zentrum in Sulzbach near Frankfurt. ECE’s system enables its customers to check the availability of a product in a centre, checking the available sizes and the price at any time before allowing shoppers to reserve a product, and pick it up in the respective store. The Digital Mall is based on the idea that customers can view the products offered at a centre nearest to them and that their search will not automatically lead them to the major e-commerce platforms. “Extending the pilot to five centres is the next step to establish the shopping centres of the future,” says ECE CEO Alexander Otto. “By carrying forward the interconnection of online and offline offerings we can meet the needs of our customers for a multichannel shopping experience and support the bricks-and-mortar retail at the same time.” Since the beginning of the pilot phase, the Digital Mall has been continually improved and extended. At the moment, it shows the locally available products of 35 participating retailers; six more are currently being added and will be included very soon. This means the online product search currently covers 400,000 products from more than 60 stores in the five pilot centres. Participating retailers include Saturn, Thalia, Olymp, Gant, Appelrath-Cüpper, and Lascana. Recently, the products of Galeria Kaufhof, Bijou Brigitte, S.Oliver, and Tchibo were added to the platform. “With the Digital Mall, we are responding to changing customer behaviour and exploiting new potential for generating reach and traffic,” explains Dr. Philipp Sepehr, director of digital innovation & analytics at ECE. “The feedback from both customers and retailers has been so positive that we decided to take the next step and add four more centres to the pilot. In the coming weeks and months and we will add more stores and we are planning to extend the Digital Mall in the long term.” In the long run, ECE is investigating the potential for a delivery service of products purchased at the centre to customers living in close proximity to the centre. The Digital Mall product search has been recognised as a unique technological innovation in the shopping centre industry. Already in 2017, it received the MAPIC award for the Best Online to Offline Strategy and in 2018 it received a silver award at the ICSC Solal Marketing Awards in the Emerging Technology category. This year it has been nominated for Main. Altmarkt-Galerie, Dresden the European Innovation Award of the German Council of Inset. ECE's Digital Mall Shopping Centres. www.retaildestination.co.uk MARCH 2019 | 37 TECHNOLOGY CONIQ CROWNS ZSAR

38 | MARCH 2019 www.retaildestination.co.uk TECHNOLOGY

Loyalty technology integral to the success of Europe’s newest outlet mall

he hugely successful Zsar Outlet Village on the border of Finland and Russia has launched Coniq’s CRM solution, IQ, to create a powerful database of loyalty customers as the centre goes Tfrom strength to strength. IQ has gone live in three languages – Finnish, Russian and English – to reflect the international audience that the centre attracts. Additional languages will be rolled out in the coming months. IQ will allow Zsar to grow, segment and engage its database in one easy-to-use platform, adding true value to the customer experience. Located halfway between St Petersburg and Helsinki on the EU-Russian border, Zsar Outlet Village is just 300 metres from the country’s busiest EU−Russian checkpoint. The centre has already earned a reputation for signing exciting international brands, many for the first time in Finland, which is already attracting large numbers of affluent customers from Finland and Russia, as well as a rapidly-growing number of Asian tourists. Coniq was selected because of its unrivalled experience in the European outlet sector and Zsar will initially be using Coniq’s IQ CRM solution to develop a better understanding of the unique mix of customers that the outlet attracts before launching a full loyalty program. Coniq CEO Ben Chesser said “Zsar is a bold and exciting project that is already attracting large numbers of very different customers, each with specific needs. IQ, Coniq’s powerful CRM, is the ideal solution. It allows Zsar to segment its database and develop specific campaigns, whether it is for Finnish locals, Russian commuters, day visitors or Asian tourists.” Sami Vainiomäki, founder and CEO of Zsar, said “Zsar is perfectly located to attract 8.5 million Finnish and Russian consumers within a 2 hour catchment area, as well as the exponentially growing number of Asian tourists who travel to Finland. Last year, nearly 3 million Russian and 100,000 Asian tourists crossed the border, just 300 metres from Zsar – and the main activity during their trips is shopping.” The centre opened its doors to great plaudits in November, taking advantage of Christmas sales, and Coniq is working closely with Zsar to support the official inauguration, which takes place in spring 2019. www.retaildestination.co.uk MARCH 2019 | 39 DATA COMPETITIVE SOCIALISING MARKET EXPANDS RAPIDLY

Changing consumer behaviour and technological research at Savills' said: “While many of us have lised space and repurpose units that have been made developments are driving a rise in ‘competitive been visiting bowling alleys and cinemas for years, available from large retailers departing from their socialising’ according to research from Savills and consumers continue to seek new experiences. This schemes. With variety of offer arguably being the the Leisure Property Forum, calculating that there new, diverse and yet fragmented market presents a new anchor, competitive socialising brands have an are now 170 separate operators in the UK. great opportunity for entrepreneurial operators to important role to play.” The report undertakes a comprehensive assessment become genuine contenders as national brands within Ashley Blake, chair of the Leisure Property Forum of emerging trends in the leisure property sector, the leisure industry. and CEO of Otium Real Estate, added: “We are de- showing that the market turned a corner in 2018 The growth of the competitive socialising market lighted to jointly release this important report on such within the competitive socialising space, as several offers a positive counter narrative to current challeng- an exciting and fast-growing sector within leisure. The brands and concepts emerged across the UK. Howev- es facing sectors such as retail and casual dining. In Leisure Property Forum has a remit to engage and in- er, Savills has identified that with 170 separate oper- fact, there is increasing evidence that landlords are form its members – by working with Savills to provide ators, across 340 locations, the market is diverse and bringing these emerging concepts into their schemes this research we know that operators, landlords and fragmented with only three brands occupying more to increase the diversity of offer, reposition underuti- consultants will all benefit”. than 10 sites. There are significant opportunities for entrepreneurial brands to establish themselves within the competitive socialising industry, with only a small number of sites needed for an operator to effectively become a national brand. Leading the way within the sector are ‘against- the-clock experiences’, otherwise known as escape rooms. With more than 145 locations throughout the UK across over 60 operators, the escape room market is diverse, with Savills forecasting that by the end of 2020 there will be more than 200 locations nationwide. In London alone Savills has identified more than 24 different escape rooms. However, with four key brands emerging within the market, Savills expects those four to account for over 25% of the market by the end of the year, arguably making it easi- er for landlords to identify the market leaders when considering these concepts for their schemes - yet still leaving ample opportunity for acquisitive independ- ents to build their presence. Also increasing their presence are urban golf concepts, with Savills identifying 53 existing venues across the country. Currently, however, only five brands within the sector operate three or more locations and, with a number intent on significant ex- pansion plans, we are already seeing the rise of several world class operations. The diverse nature of the competitive socialising market is also evident across the emerging ‘bar & game’ sector, as well as with virtual reality venues, with both concepts offering a vast range of opera- tors, but none yet with more than a handful of sites. Customer journey is key and Savills predicts that those who offer a unique, immersive, social experience for their target audiences will be the ones to establish themselves as the brands of the near future. Tom Whittington, director for retail and leisure

40 | MARCH 2019 www.retaildestination.co.uk DATA JLL PLOTS THE FUTURE OF THE CITY CENTRE

City centres across the UK are set for transformation and Wapping Wharf in Bristol." of these areas and drive much-needed change. as housing, offices and leisure facilities replace In Bristol, the Temple Quarter area is set to Other trends expected to shape the future of empty retail space, but this wave of change should be transformed, with housing and workspace city centres include the drive towards densification be seen as an opportunity, not a threat, says JLL. to sit alongside the University of Bristol's new including taller buildings and the growth of the build- The property consultant concludes city and Temple Quarter Enterprise Campus, while the to-rent sector, a new model where homes are designed town centres need to be refashioned into ‘city future Temple Meads train station redevelopment specifically with renters in mind and with an emphasis neighbourhoods' and community hubs offering a mix and launch of the MetroBus represent much- on communal spaces. of housing, workspace, leisure activities and shopping needed transport investment. This investment Meanwhile, a fourth industrial revolution driven by to ensure they meet the needs of their populations, in transport hubs is critical to meet the needs the tech sector will see the next few years define which according to property consultancy. of a growing population, says JLL, to bring ‘city cities will become the destination for choice for tech In its research JLL quotes the words of retail expert neighbourhoods' closer together and draw people businesses. With the Centre for Cities predicting that Bill Grimsey, who said: “There's simply too much into the city centres. in 11 years 21% of all current jobs won't exist, cities retail space in the UK,” adding that while 2018 was JLL says that there has been a shift of focus in the are in ‘an arms race with other city regions' to attract a bad year for big retailers such as House of Fraser, planning system with schemes such as the development these businesses. As big companies, as well as niche HMV, Toys R Us and Maplin in the face of changing of the Callowhill Court area, encompassing the area firms, grow their tech jobs, they are being forced to consumer habits, it's not all doom and gloom. of Broadmead including The Horsefair through to rethink where they are located and seek out cities where "The location of old department stores and large Quakers Friars in Bristol city centre, favoured over they can access the skills base needed. shops are often ideal for other uses such as much-need Cribbs Causeway's extension of the Mall on the Peacock concluded: "There are two things that homes, offices, hotels, restaurants, cafes or bars", said outskirts of the city, which was rejected. are essential for the future success of any town or Simon Peacock, lead director at JLL in the South West. The National Planning Policy Framework, which sets city centre; they are strong civic leadership and a "Our city and town centres need to become places out the government's planning policies, has responded vision for the future," adding: "The changes to our for people to live, work, shop, eat and relax, adding by categorising the use of buildings according to retail sector should be seen as an opportunity, not a diversity and bringing people in.” Peacock said a whether they align with the terms ‘destination', threat. We need more housing, we need investment in mixed-use approach is the direction of travel, signifying ‘lifestyle' or ‘community', rather than ‘primary or infrastructure and more places for people to work. It's the end of an era where urban areas were zoned secondary retail'. And, over the last five years, 40 per a no-brainer to capitalise on the opportunities changes according to use. In his home region he said: “We're cent of the money invested by councils has been in the to our retail landscape and transport hubs bring to already seeing this with the success of Finzels Reach retail and leisure sector, allowing them to take control ensure our cities’ future prosperity."

www.retaildestination.co.uk MARCH 2019 | 41 RETAIL DESTINATION WEEKLY

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www.retaildestination.co.uk PEOPLE / MOVES WESTGROVE APPOINTS FIRST MENTAL HEALTH FIRST-AIDER MARCH MOVES

Facilities management company the first aider at Market Place. Paul Ogden Out-of-home media agency LIMITED SPACE has hired MATT Westgrove Group has appointed is equipped with all the skills required CARROLL as commercial director. He joins from Peel Group its first site-based mental health to help someone, be it a colleague or a where he was previously business development and operations first-aider at Market Place shopping member of the public suffering mental director. At the same time Limited Space has appointed Komal centre in Bolton. distress, which is all too common an Rami as campaign delivery manager from Ocean Outdoor and Following a very successful Changing occurrence today.” Jenny Hy as sales executive from Primesight. Minds mental health awareness week in 2018, the centre and Westgrove SHELLEY SANDZER has appointed PHILIP SANDZER, worked together to train over 80 staff in co-founder of the business, to launch a division to work with mental health awareness. Following the international operators seeking to expand into the UK, as well training, a member of the team, Paul as established UK brands wishing to launch overseas. Philip is Ogden, one of the centre’s guest service returning as a consultant partner 14 years after he handed the ambassadors, took on the role as mental reins to joint managing partners, Ted Schama and Nick Weir. health champion. Paul completed a mental health first HAMMERSON has appointed CAROL WELCH as a non- aid course through St John Ambulance executive director with effect from 1 March 2019. Carol is the and a NCFE CACHE Level 2 certificate managing director for the UK and Ireland at ODEON Cinemas qualification in Mental Health Group. Previously she was chief marketing officer at Costa Coffee. Awareness. He is now available to offer support and advice to vulnerable ADDINGTON CAPITAL has recruited TIM CORNFORD customers visiting the centre as well as as a salaried partner to head its retail asset management team. to the centre’s tenants. Cornford joins from Ellandi where he was an associate director. Centre manager Nikki Wilson- Cook said: “With mental health in COLLIERS INTERNATIONAL has promoted SAM ADDISON the workplace being such a burning to head of project management, occupier services, EMEA. She was issue nationally, we are proud to be previously at TowerEight and JLL. setting an industry precedent with the introduction of our first mental health

SEVEN DIALS CELEBRATES AGATHA CHRISTIE CLASSIC

Shaftesbury’s Seven Dials estate in London’s West End marked 90 years of Agatha Christie’s iconic novel ‘The Seven Dials Mystery’ with a secret book trail. Shoppers were invited to discover one of the 90 books hidden within the area to pick up and keep for free. And British artist Iona Rowland was commissioned by Seven Dials to create an exclusive public work of art which has been exhibited on a billboard on Shorts Gardens. The artist’s exclusive print will be on display until Spring 2019 and then auctioned for a charity partner. Karen Baines, head of group marketing and communications at Shaftesbury, said: “These interactive celebrations, along with Iona Rowland’s exclusive artwork, have brought to life the rich and storied history of Seven Dials. While the iconic West End location has been referenced by many literary legends, Agatha Christie really captured its significance.”

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