RETAIL DESTINATION

APRIL 2019 THE BUSINESS OF RETAIL FORMERLY SHOPPING CENTRE MAGAZINE

DESTINATION R PREVIEW ISSUE

Destination R Preview Commercialisation Customer Service Top tips to make the most Creative ways to make Westgrove Group appoints first of your stay in Birmingham the most of empty units mental health first aider RETAIL IS CHANGING. Create experiences that change with it.

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NEWS & ANALYSIS EDITOR'S LETTER 04 Green light for next phase in Bracknell The finishing touches are coming together for this year’s retail destination 06 Cordant Services enters shopping centre market management conference, Destination R in Birmingham. With a new brand and a new venue Retail Destination and our partner Revo have sought to 08 Market Halls signs at intu Lakeside refresh the event in line with feedback from delegates and exhibitors. 12 Parliamentary committee backs high streets first policy Our aim is to provide stimulating content that will provoke debate right across the spectrum of retail place management. Equally, the event provides a FEATURES unique platform for suppliers to showcase the latest products and services for retail destinations. 16 DESTINATION R PREVIEW Top tips to make the most of your stay in Birmingham But above all Destination R is about networking. Managers spent most of 26 their time on site and Destination R provides a rare opportunity to meet up COMMERCIALISATION Creative ways to make the most of empty units with peers and share problems and solutions in the increasingly challenging role of centre manager. 32 CUSTOMER SERVICE Westgrove Group appoints first mental health first aider All the indications are that the event will be bigger and better-supported than ever before, which is a real vote of confidence in the changes we’ve made. It’s REGULARS not too late to sign up, though. 40 DATA So here’s to a successful couple of days in Birmingham Retail facts & figures

43 PEOPLE Bullring Estate hosts Festival of Light

Graham Parker EEditor,ditor, RetaRetailil DesDestinationtination

26 32

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EDITOR GREEN LIGHT FOR NEXT Graham Parker 07956 231 078 [email protected] PHASE IN BRACKNELL EDITORIAL ASSISTANT Iain Hoey 07757 946 414 The next major milestone in Bracknell town centre’s for regeneration in the town and wider borough. This further [email protected] regeneration has been secured with the signing of a investment builds upon our initial success as we continue to invest SALES MANAGER legal agreement between Bracknell Forest Council in winning towns and cities that deliver consistent returns in line Trudy Whiston and its development partner, Bracknell Regeneration with our fund strategy.” 01293 416 090 [email protected] Partnership – a 50/50 joint venture between Schroders Cllr Marc Brunel-Walker, executive member for economic UK Real Estate Fund and Legal & General Capital. development and regeneration, commented: “The redevelopment DATABASE MANAGER Frankie Butler The £30m investment by BRP and the council will see the of this part of town will benefit the borough’s residents, visitors, 01892 739 524 old Bentalls unit completely transformed into a covered public and businesses – encouraging additional economic prosperity [email protected] space with new food and retail units linking into Princess Square for Bracknell Forest and further the diversity of shops and leisure DESIGN & PRODUCTION – to be known as The Deck. facilities in the town centre.” Stuart West 01892 739 526 Jessica Berney, fund manager at Schroder UK Real Work on Princess Square and The Deck is due to start later [email protected] Estate Fund, said: “The Lexicon continues to be a catalyst this year.

PUBLISHING DIRECTOR Helen Richmond 01892 739 523 [email protected]

EDITORIAL BOARD Carl Foreman, Moorgarth; Bill Moss, Mall Solutions Europe; John Prestwich, Montagu Evans; James Taylor, Workman; Michelle Buxton, Toolbox; Jordan Jeffery, JLL; 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 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 Retail Destination 29 – 31 Monson Road Tunbridge Wells Kent TN1 1LS www.retaildestination.co.uk GLOBAL MUTUAL BUYS STIRLING OUTLET MALL Global Mutual has added to its growing outlet portfolio investment plan, Global Mutual forecast further uplift with the acquisition of Sterling Mills outlet shopping over the next two years despite a challenging market. village in Tillicoultry, near Stirling in Scotland. Steven Gray, director of retail at Global Mutual said: Global Mutual acquired three outlet schemes it in “The chance to acquire Sterling Mills was an unmissable 2017 in Stoke-on-Trent, Fleetwood and Bideford. The opportunity for Global Mutual. Our strategy is to enhance three schemes were rebranded as the ‘Affinity Outlet’ and develop what Sterling Mills already has to offer.” family in May 2018, creating Affinity Staffordshire, Affinity Lancashire and Affinity Devon. The Tillicoultry shopping village will be re-branded as an Affinity outlet centre later this year Sterling Mills offers 60,000 sq ft of retail with over 500 free parking spaces. The centre includes over 25 outlet tenants such as Adidas, GAP, Nike, Beauty Outlet, M&S, Jaeger and Costa, among others. The scheme reported successful trading figures for 2018 with footfall up All rights reserved 1.5% and turnover up 2% year on year. With a targeted © JLD Media 2019

4 | APRIL 2019 www.retaildestination.co.uk

NEWS

WESTFIELD LAUNCHES CORDANT SERVICES ENTERS RESIDENTIAL SCHEME Unibail-Rodamco-Westfield SHOPPING CENTRE MARKET has signed a £670m deal with Canadian public pension fund PSP Cordant Services, part of Cordant Group, has been The package comprises manned guarding, CCTV Investments and QuadReal Property awarded a three-year contract to deliver soft services monitoring and traditional cleaning services and the Group deliver one of London's across eight UK shopping centres managed by Capital provision of guest experience hosts. A total of 380 largest single-site Private Rented & Regional. This is the first time Cordant Services will employees will work across the eight sites, of which Sector schemes providing 1,200 new provide solutions to the shopping centre market, building around 340 transferred to Cordant Services under TUPE homes at Westfield Stratford City. on its longstanding presence in the wider retail sector. in February 2019. Construction work is set to start in Cordant Services secured the contract following a Kate Thursfield, national guest experience manager at Q2 2019, with a phased completion 12-strong beauty parade. Under the terms of the deal, Capital & Regional, said: “During the tender process we and a delivery expected post-2023. Cordant Services will provide cleaning and security at were thoroughly impressed by Cordant’s approach to social the Mall in Blackburn, Kingfisher shopping centre in responsibility and its support for the communities it works CAMDEN MARKET Redditch, Exchange in Ilford, the Marlowes in Hemel within. This approach, combined with its exemplary track EXPANDS ON BUCK ST. Hempstead, the Mall in Luton, the Mall in Walthamstow, record in delivering industry-leading cleaning and security LabTech, owner of Camden the Mall in Wood Green and the Mall in Maidstone. services, made them an obvious choice for us.” Market, has unveiled plans for the redevelopment of Buck Street Market comprising 52 recycled shipping containers and due to launch in Summer 2019. Realised by Urban Space Management and architect Eric Reynolds, Buck Street Market is located next to Camden Town tube station and will serve the area’s 30 million visitors a year. At 12,000 sq ft across three levels, the innovative new market will house up to 80 independent traders.

INCENTIVE FM RETAINS BLUEWATER CONTRACT Independent facilities management company Incentive FM has secured a new five-year contract with Bluewater, Kent. Under the terms LONE STAR HANDS BACK of the contract, Incentive FM will continue to deliver a full portfolio of security, cleaning, M&E, concierge, KEYS TO TIGER PORTFOLIO landscaping, management and administration services at Bluewater Further evidence of the squeeze on private equity which covers 240 acres. Incentive owners of shopping centres has emerged with reports FM has a long affiliation with that Lone Star has handed a portfolio of five UK centres Bluewater, working in the early back to its lender after values fell below the agreed loan- days prior to the centre opening as to-value ratio. FM consultant and advisor to the According to Debtwire the portfolio, comprising landlords and providing full services malls in Romford, Gloucester, Southampton, Falkirk and at Bluewater for the last three years. Aberdeen, was handed back to Austrian bank BAWAG which has agreed to retain the portfolio’s existing asset manager, Ellandi. The move is unlikely to be the last of its kind. Asset manager APAM calculates that around 200 UK shopping centres worth £7bn have private equity owners who will either need to refinance loans as they mature or walk away from the assets.

6 | APRIL 2019 www.retaildestination.co.uk

NEWS

MEDWAY BUYS PENTAGON MARKET HALLS SIGNS Medway’s full council has agreed to acquire the Pentagon Centre, Charham, as well as other nearby AT INTU LAKESIDE freehold properties, in a £45m deal. This investment will to provide Market Halls, the food hall brand backed by ex-Capital Rebecca Ryman, regional managing director at intu, the council with annual income of & Regional director Andy Lewis-Pratt, is to take 14,500 said: “The Hall at intu Lakeside is a great fit for the centre’s £1m that can be ploughed back to sq ft at intu Lakeside’s £72m leisure extension for its quality new leisure offer and we know it will flourish here. support council finances and services first out-of-town concept, The Hall. intu Lakeside is already one of the country’s most popular for local residents. The 388,500- The Hall at intu Lakeside will include seven kitchens, shopping centres and we’re working with operators that sq ft centre, currently owned a coffee shop, pop-up areas for food trucks, two bars share our ambition for innovation in leisure in order to by Bridges Fund Management and seating for 680 people. There will be an array create the best possible customer experience.” and Ellandi, is anchored by of high quality, good-value dining options bringing Boots, New Look, Poundland, together dynamic and independent food traders from Sainsbury’s Superdrug and Wilko. across the south east. Family entertainment centre Nickelodeon Adventure ASI SELLS ALTRINCHAM and indoor mini golf experience Puttshack’s first location Aberdeen Standards Investments outside of London are also launching at intu Lakeside’s has sold the Waitrose & Partners extension and two more leisure operators, Hollywood foodstore in Altrincham to a Bowl and Flipout, and a range of new restaurants will council purchaser for £11.65m, open their doors there this year. reflecting a net initial yield of 5.15%. The property on Draybank Road in Broadheath extends over 39,000 sq ft and also features six MOORGARTH LODGES READING self-contained shop units let to a variety of occupiers. ESH acted for RESIDENTIAL APPLICATION Aberdeen Standard Investment and ADSRE acted for the purchaser. Moorgarth Group has submitted a planning application which separate plans have been submitted to the council. to Reading Borough Council for a major residential Around Broad Street Mall, there will also be BRAY GOES ON SITE development at its Broad Street Mall shopping and landscaping improvements to enhance the public realm. Developer Oakmount has leisure destination. The scheme will create almost 500 Subject to gaining the necessary planning approval, commenced construction on the new homes above the existing centre in three towers at it is expected that the phased-work could start on the former Florentine Centre site in the southern side of Broad Street Mall and two other development next year. Bray, near Dublin, with a 25,000- residential blocks. Moorgarth’s managing director Gary Lewis said: sq m mixed-use development that The existing distinctive car park wall will be retained while “Our vision for Broad Street Mall is for an exciting and will open its doors in Spring 2020. the Hosier St/Dusseldorf Way frontage is transformed with new vibrant destination that will provide one of the finest The three-storey development will retail or F&B units in South Court, adjacent to a new hotel for urban living environments outside the capital.” comprise three anchor units, nine individual retail units, restaurant and café space, and 250 car parking spaces. The plans also incorporate the development of a new urban street – accessed from Bray Main Street – and a central plaza with pedestrian access from Quinsborough Road. The Press Up Group has signed to operate a five-screen Stella cinema and Savills has started leasing the remaining space, with one anchor unit already reserved. Alexander Booth Alexander

8 | APRIL 2019 www.retaildestination.co.uk

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

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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] ANALYSIS

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

HIGH STREETS FIRST

Wide reforms needed to secure future for high streets and town centres

www.retaildestination.co.uk APRIL 2019 | 13 ANALYSIS

ated policies and an unfair tax regime must their town centres need to change; they need to innovate, be reformed to create an environment that setting out a long-term strategy for renewal, reconfiguring will allow high streets and town centres to the town centre and finding new ways of using buildings and flourish in the future, a report published encouraging new independent retailers. Dby the Housing, Communities and Local Government “Dated planning policy must be reformed to reflect the Committee has found. needs of modern high streets and town centres. Business rates The committee's report sets out a bold vision for the high must be made fair. They are currently stacking the odds against street based on locally led strategies, developed with local businesses with a high street presence and this must end. Tax WIDE RE communities and businesses at the centre, and reflective of reforms are needed to level the playing field between online and SECURE evolving commercial and economic patterns. The committee high street retailers, and we urge the Government to investigate STREETS calls on the Government to initiate reform in key planning all the options in this area, including an Online Sales Tax. and taxation areas, including the options of an online sales tax “We must begin a period of renewal and regeneration, and reforms to business rates, to allow high streets to adapt to establishing high streets as focal points of our communities changing demand, and compete with online retailers such as comprising green space and health, education and leisure Amazon on a level playing field. services, as well as a core of retail. At a local and national level, government must create a framework that allows high The key findings of the report were: streets and town centres to thrive. Local authorities must • High streets and town centres must adapt, transform and have the foresight to develop evolving strategies tailored to find a new focus in order to survive the needs of their local communities and drive the large-scale • Business rates are stacking the odds against high transformation needed. Central government must give them street retailers. The Government must initiate reforms the powers, and back them financially, to allow them to put to provide meaningful relief to high street retailers, this into practice.” including giving consideration to proposalsals for an online sales tax to level the playing field • Achieving large-scale structural change wwillill require intervention led by the local authority, inn cocollaborationllaboration with business and local communities, backedcked byby ffundingunding and new powers from central governmentnt • Local Plans are a key element of this. Theyey mustmust consiconsiderder green space, leisure, arts and culture, healthlth anandd sociasociall care services to create space that is the “intersectionntersection ofof human life and activity” • Retailers must accept the need to adapt aandnd do more to offer what online cannot, focusing moreore on personal interactions and convenience • Landlords need to recognise the retail propertyoperty marketmarket has changed and be more receptive to negotiatinggotiating lease terms with retailers in financial difficultyfficulty – TheThe Government should consider providing a conciconciliationliation service to facilitate negotiations between the parties.parties.

Chair of the Housing, Communities and Localal GovernmentGovernment Committee, Clive Betts MP said: “In recent years,ears, hhighigh streets and town centres have faced extremely challengingging times. We have seen the collapse of a number of well-known,own, nationalnational high street chains, with many more undergoingg restructuringrestructuring Main. Queensgate Shopping or being bought out. The growth of online shoppingopping h ashas Centre, Peterborough profoundly changed retail in the UK, and the kknock-onnock-on Main. Housing, Communities impact on high streets has been stark. and Local Government “It is likely that the heyday of the high streetet primarily as Committee, "High streets and a retail hub is at an end. However, this need notot bbee its ddeatheath town centres in 2030" report knell. Local authorities must get to grips with the fact thatthat

12 | APRIL 2019 www.retaildestination.co.uk DE REFORMS NEEDED TO CURE FUTURE FOR HIGH REETS AND TOWN CENTRES DESTINATION R PREVIEW

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BOOK N O W preview The must-attend conference for retail destination managers takes place at the Hilton Birmingham Metropole on Wednesday 3 and Thursday 4 April. So what’s in store?

www.retaildestination.co.uk APRIL 2019 | 17 DESTINATION R PREVIEW

etail Destination and Revo are once again in part- nership to present their annual UK and Ireland management conference, newly titled Destination R. The retail industry is evolving and as we wave Rgoodbye to the Shopping Centre Management Conference, this refocused conference provides a must attend for anyone involved in the management and operation of retail property and wider retail places. Retail Destination and Revo are launching their new annual UK and Ireland management conference, bringing together 500-plus retail property placemaking professionals from across our large and diverse community. Whether you represent a shopping centre, retail park, outlet centre, transport huh, leisure destination or BID, the conference offers a high calibre educational programme, excellent face-to-face networking opportunities and experiential showcases from many of the industry’s leading service providers and consultants who have come together to support asset managers and help you deliver optimum performance for maximum return. Attendance packages include welcome drinks reception, a full day of insight sessions, exhibition, dinner, Revo ACE Awards presentation and overnight accommodation. During the conference, attendees will hear from leading industry experts and innovators on the current and future in- dustry trends challenging our sector and where the new oppor- tunities ahead lay, as well as earning nine hours of Continuing Professional Development points. There is an exhibition floor which will host a broad spectrum of businesses reflecting the ever-evolving retail property and placemaking community, and attendees will have the opportu- nity meet the industry’s leading advisors and suppliers all under one roof, with everyone from parking, to commercialisation, wifi to Christmas decorations, and everything else in between. The event will be a place to meet old friends and build stronger networks amongst a broad base of industry colleagues, and in the evening, the annual awards for those delivering the very best in customer experience will be presented during the Thursday evening Revo ACE Awards presentation and dinner.

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THE CONFERENCE 09:00 13:45 A welcome from Graham Parker. editor of Retail Destination Helping the Homeless: a hand up rather than a hand out. This Magazine will give opening remarks and welcome all attendees session, chaired by Samantha Sen, head of policy and cam- to the conference. paigns at Revo, who works across campaigns that focus on so- cial value for the sector, will give their presentations and views 09:10 on what steps we should be taking to support the thousands of Is there life beyond 2019? The day’s first presentation will con- homeless and rough-sleepers in our communities. sider what comes next for the UK, with Brexit looming and a Presenters include Vaughn Allen, chief executive of CityCo, lot of uncertainty in the air. The talk will cover the immediate a city centre management company for Manchester that sup- impact of Brexit is likely to have over the coming months, and ports businesses dealing with anti-social behaviour and rough what we can expect for the retail industry in the future. sleepers, and Cema Ezel, founder of Change Please, a social enterprise in London which trains people who are homeless to 09:40 become baristas. Industry Overview: expectation vs reality. This panel Also speaking at the session are Jean Templeton, chief exec- discussion, chaired by Mark Robinson, property director & utive at St Basil, a registered housing association and charity co-founder of Ellandi and Revo president, will look ahead that provides help and accommodation for those at risk of at what is likely to be a challenging year for the industry homelessness between the ages 16-25, Pat Hagan and Debbie following Brexit, looking beyond its imminent impact at the McKinney from Doncaster Council, who have been working potential economic consequences, and how retail environ- hard to rehabilitate and support people who have fallen into a ments are evolving as a result of technology, the rise of leisure, cycle of homelessness and rough sleeping. the increasing role of sustainability, and power balance. Herculano Roderigues, associate director of Javelin Group, 15:00 will bring his 12 years of experience in retail strategy and Refreshment break and networking in the exhibition hall consumer insight, as well as his keen interest in strategic innovation and technology as an industry driver, to the panel 15:30 discussion. He will sit alongside Mary Wallace, senior manage- Experience+. The final panel discussion of the day will be ment consultant for IBM Global, who will bring her highly chaired by Alison Bowcott-McGrath, founder managing direc- critical business mind to planning and future proofing the tor at commercialisation agency PinPointer, whose passion for industry as they dissect the matters of the day. placemaking saw her acquire experience agency MayNineteen in 2017. The session will examine the way consumer behav- 10:30 iours are driving the industry to come up with new, innovative Refreshment break and networking in the exhibition hall. ideas to drive footfall and harness sales. The expert panel will discuss the importance of creating a place not just for the 11:15 people, but a place of stand-out experience that will shock the Tomorrow’s World: designing the future. This session will consumer’s senses, ask what the next big experience will be, see presentations which examine how new technology, and if it will be sustainable enough to drive footfall long term. from drones to driverless cars will play a role in reinvent- A presentation will be given by Matt College, director at ing and reimagining retail destinations, speculating what Lexington North, who chaired Altrincham Forward, the body will happen when work, leisure, and retail collide with responsible for the regeneration of Altrincham’s failing town technology and design. centre, making him an expert in offering strategic advice and In his presentation, Ralph Ardill will bring his expertise counsel for those seeking to rejuvenate their home towns, and in placebranding and brand experience, with over 25 years Elizabeth Faulkner, BID manager at Altrincham Unlimited, spent working on both client and agency sides. His practical England’s winner of the Great British High Street Award, and and powerful mix of management consulting, brand strategy, former assistant CEO at Manchester’s International Conven- experience design and change management to deliver rapid tion Centre, Manchester Central. improvement to front line experience and bottom line perfor- Joining them for the panel discussion are: Jack Busby, senior mance will inform his talk. portfolio manager at Landsec, who recently took up the newly Also presenting will be Grigor Grigorov, partner at Make created position of director of retail operations, a role which Architects, who will present with a structural point of view, focuses on planning the future of retail and leisure operations with his work involving place and space design will giving to uphold Landsec’s high standards; and Andy Lewis-Pratt, him insight into the unique potential offered by every retail creator of highly successful sports and entertainment complex, destination project. Xscape, and co-founder of Market Halls, a concept launched in Spring 2018 which aims to redefine Britain’s notions of food 12:30 halls and rejuvenate unloved public spaces with architectural or Lunch, exhibition, and networking historical interest.

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THE EVENING The evening festivities will kick off with a drinks reception at 7pm. Guests will then be seated for the introduction and welcome from Revo chief executive, Edward Cooke. During the meal, the annual Revo ACE awards will be hosted and presented by Andrew Davy, chair of the customer experience committee and general manager at The Mall Maidstone, and comedian Geoff Norcott. Of the awards, Davy says: “the overall experience we provide for our customers is more crucial than ever. Focusing only on the basic elements, such a clean and safe retail place with promotions and events, is simply not enough. We need to offer a diverse customer experience, one that isn’t left to chance. “From the people, to the place, they have certainly gone above and be- yond the norm and I think it’s safe to say that I, and my fellow ACE Award judges, have certainly learned a lot from our visits to [our] shortlist.” Post dinner entertainment will see a set from the evening’s co-pre- senter: comedy writer and self-described ‘right leaning but well mean- ing’ standup comedian, Geoff Norcott, who will bring his subversive wit, critical mind, and topical humour to his performance, before being rounded off with some good old music and dancing.

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What are the legal pitfalls to look out for when maximising mall income?

26 | APRIL 2019 www.retaildestination.co.uk COMMERCIALISATION

he term ‘commercialisation’ encompasses many house team to deal directly and quickly, Wright says, suggesting things in a modern shopping mall, from vend- that any letting documents should be drafted as flexibly as pos- ing machines to ride-on toys, to events such as sible with rolling landlord breaks and ensuring any arrangement Christmas markets and fashion shows, and it over six months is validly excluded from the security of tenure Tcan be a boon for centre owners by increasing footfall and provisions of the Landlord and Tenant Act 1954. dwell time as well as generating additional revenue. If commercialisation is to be outsourced to a third party or “The first decision for a centre owner will be whether this agency, she says that this is when other matters begin to come will be managed in-house or via a third party agency,” says into play, asking: “How much control will the centre have over Emily Wright, a lawyer at law firm Cripps incorporating Pem- the type of business brought in or how the event is to be run? berton Greenish. “The paramount concern in either scenario Centre owners may want to retain a veto over anyone they should be the risk of reputational damage. News stories about consider unsuitable being permitted to take part or any retailer disappointing Christmas grottos are now a seasonal mainstay, being present that might impact on exclusivity deals agreed and disgruntled shoppers will not be looking beyond the name with existing tenants. of the centre before posting their reviews on social media. “They should also be cautious over allowing an external company Control over what is happening in the centre is therefore vital.” to conclude contracts on their behalf by ensuring that there are Wright advises that if commercialisation is to be dealt with clearly defined controls over what terms can be agreed, and limits on by the centre management team, owners should ensure they how far the deal can progress before the owner becomes involved. have final approval over the design of any kiosks or stands in “If events are to be run, the owner will want to ensure such the malls and impose height limits to avoid impacting protect- events are of a high quality. Health & safety controls and ed sight lines of other tenants. licensing requirements will need to be strictly adhered to, with “Rules over behaviour such as limiting noise or smell, or rights for the owners to shut the event down or take action if restricting activities such as food sampling to within a certain there is any risk to the centre or shoppers.” radius, should be considered, as well as prohibitions on aggres- Finally, she advises that agreements with any outsourcing sive selling or bad language,” she recommends. “If events are agencies will obviously need to deal with remuneration wheth- being run, owners should consider how these will be managed er via a retainer arrangement, profit share, or a combination of from a safety point of view, especially if alcohol and/or large the two, adding that: “[centres] should also cover what is pay- numbers of people are involved.” able after the agreement ends (whether by breach or expiry), Emily Wright. Senior A suite of precedent licences for one-off events or short-term how data will be collected and managed and also anti-bribery Associate, Cripps letting documents can be prepared by lawyers to enable the in- and competition law matters.” www.retaildestination.co.uk APRIL 2019 | 27 COMMERCIALISATION FILLING THE VOID

Making the most aving one or two empty units in a mall, retail STRATEGISING park or high street can have a huge impact on What is the best way to fill these vacant units? “By having a of empty units the location’s brand, buyer confidence, and clear strategy and method of execution,” Hutchinson exclaims. retailer profitability, and the sad truth is that “The most important part is to truly understand the purpose of Hvoid units are far from uncommon. the place; if you have managed a centre or two you will know Empty units can discourage visitors and potential retailers each one is unique. When you have a proper understanding of from coming onto the mall as it implies the centre does not what the true gaps in the retail offer you can then form a clear have the potential to grow their brand. As a consequence, the strategy to target potential occupiers.” empty units can make it much more difficult to fill space, as He says that his is not a mere nicety but, in fact, critical. retailers might not see the benefits when in-line units around “From here, you get off your seat and engage with these it are struggling. people and do a deal that works for all parties. The days of Creative commercialisation solutions are the key to filling simply quoting rents and staring into their eyes have long these empty units and creating a livelier, more attractive shop- passed,” he explains. ping environment. So what are the most effective and profitable means of In order to strategise how to best utilise empty units, it’s a filling these empty spaces? good idea to first ask why voids occur, with one reason being “There are a number of main ways of filling empty units: not always thinking long term enough. functional and aesthetic,” says Nancy Cullen, chief operating “There is a multitude of interrelated factors, the main ones officer at commercialisation specialists, SpaceandPeople. being an oversupply of space and the shift in the way we shop,” “Functional,” she explains, “can include using them as stor- says Richard Hutchinson, associate director of asset man- age units or for a social enterprise – this will generate money agement at Ellandi, adding that focusing on short-term rent but does not enhance the overall venue offer. rather than curating an appropriate tenant mix does not help “Aesthetic uses are such attractions as an indoor beach in either: “This strategy in some centres has left places looking Summer, Santa’s Grotto in Winter or an indoor skate park. less appealing and maybe a little confused. You may be able We have been successful with pop-up shops for car brands and to do a deal bringing in four opticians to a centre of 29 units, in particular luxury car brands, such as Porsche and Mercedes however this is short-term thinking with long-term damage in Benz, who are looking to bring their showroom closer to both cannibalisation and likeliness of contract renewal.” potential customers and typically include a lot of interactive The ever-changing face of retail and the impact of online elements within the unit to encourage higher dwell times.” is also impacting the way shoppers shop, which has driven a Pop-up retail units are an effective method of filling empty recent increase in retailers going bust or downsizing, leaving space temporarily while trying to search for long -term traders. large vacant units that need to be filled, according to Access Pop-ups offer new brands a cost effective, flexible route to Point CEO David Robertshaw. market where new concepts can be tested and refined before “Online retail has transformed the ways in which people potentially finding a permanent position. Promotions can be shop and while 85 per cent of shopping is still carried out in adapted to suit consumer tastes without the pressure of a long- physical shops, retailers have had to respond by reducing floor term lease – all the while benefitting from the experienced space and closing units,” he says. “Profit margins at traditional guidance of on-site teams. retailers (John Lewis, for example) have been hit hard by savvy “With the right mix, shoppers are inspired to come and consumers sense checking prices online, forcing traditional re- discover something new more frequently, and fledgling tailers to reduce costs accordingly. They’re balancing the books businesses have the opportunity to test the water, create brand by reducing floorspace and putting certain products online or awareness and showcase the next big thing in retail,” says Paul they have been priced out of a market and have had to take the McCammon, commercialisation strategist Space to Trade’s CVA route.” finance director. “Industry research suggests that 50 per cent of

28 | APRIL 2019 www.retaildestination.co.uk COMMERCIALISATION

customers have visited a pop-up so it looks like it’s a phenome- He also says that showrooming cars and online moving non that’s here to stay.” into physical spaces are becoming increasingly popular: In-line units, McCammon says, are an effective place to “Consumers expect more. They see the world through the showcase eye-catching promotional units in empty floor spaces prism of Instagram, Pinterest and other shared experience as they engage consumers and help young brands start out on sites – commercialisation is best placed to reflect this. Online is their journey to success: “This helps the retailer by offering moving into the physical space as that is where their customers huge amounts of foot traffic and exposure. It's also a stamp of want them to be.” credibility allowing them to interact with everyday consumers The need to fill empty units is undeniable. If areas are left in the hope of becoming a household brand. without tenants it becomes harder to attract promotional and “Often retailers that start out on the mall and then progress pop-up activity, and retailers. “No matter how desirable a to inline units, may retain their mall space to keep on-mall retailer may be, if there is nothing else of interest around them, exposure,” he adds. “On occasions, inline units do branch out will customers be attracted to them?” Robertshaw asks. “If onto the mall to increase their exposure too. This keeps their customers are not visiting the area then retailers won’t move brand front and centre of the shopper’s mind and maintains back in, forcing other retailers to leave, causing cessation of the human connection with their customers.” promotional activity – it becomes a downward spiral. One of the biggest pop-up winners in recent years have been “However, with forethought and agile planning – pushing street food vendors, according to Access Point’s Robertshaw: commercialisation activity into an area that has started to “Consumers who travel the world enjoy the chance to relive struggle can bring footfall back and make the empty spaces memories of different cuisines. Not only is there great food to be more desirable.” enjoyed but operators are incorporating movement and activity “There’s so much potential for units and floorspace to be to make it interesting - telling a story as well as tasting great. used in new, innovative and creative ways to engage visitors “Allowing short-term world food to occupy non-tradi- and keep all units and floor space filled,” adds Space to Trade’s tional spaces has opened up a whole new market. It has McCammon. “It is simply a new chapter for retail in general also enabled several to go from small scale pop-ups to more and the need for a more collaborative approach between centre mainstream restaurants.” teams and commercialisation professionals.”

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www.retaildestination.co.uk APRIL 2019 | 29 COMMERCIALISATION

NEW PARTNERSHIPS

PinPointer’s managing director talks taking on new clients

30 | APRIL 2019 www.retaildestination.co.uk COMMERCIALISATION

HOW DID THESE NEW SIGNINGS COME ABOUT? “We have been operating in the commercialisation market- place for over 14 years now, and it’s our reputation for offering solutions that are individually tailored to our shopping centres and town/city centres which is why clients come to us. “We put a great focus on a personal service, and work in partnership to evolve our client’s places in an approach that supports our clients and their retailers alike. “We are known for breaking down the blueprint of the original commercialisation model of having shopping centres, towns etc all looking the same. An approach which evolves with how people are using and want to use spaces is needed. Not how they have used them historically. Commercialisation should be disruptive, it should create the unexpected and enliven to drive footfall, purchase and dwell time.”

ARE THERE SPECIFIC THINGS YOU LOOK AT WHEN IT COMES TO TAKING ON A NEW CLIENT? “We ultimately aim to find the opportunities to kick start the evolution of their space. We first of all look at how the space is currently working or perhaps not working for them, and their retailers. We’ll build on the elements which are shown to be enlivening the place and driving income, and look to rethink the elements which are not driving income and don’t send the right message to shoppers.”

AFTER SIGNING A DEAL, WHAT ARE THE FIRST THINGS YOU ASSESS AT EACH SITE? “We look to integrate their existing commercialisation rela- tionships and scope the opportunities for growth. Putting a partnership/mentorship relationship in place is vital. We need to understand the history of the place, what makes it different and how commercialisation can complement the offering. We have a 14-year history of working to evolve the high street and are focused on place evolution. Our links with public bodies such as the ATCM and the IPM mean we have an extensive understanding of how policy translates to practitioners.” uilding a commercialisation strategy can be daunt- ing if you don’t have the expertise on how best to WHAT ARE YOU KEY FOCUSES AND Left. Amazon Locker are just generate revenue from empty mall hallways and AREAS OF EXPERTISE WHEN IT COMES one of the new partnerships vacant units, which is where commercialisation TO BUILDING A COMMERCIALISATION at the Wheatsheaf Centre Badvisers and suppliers come in. STRATEGY FOR YOUR CLIENTS? Above. Announcing the PinPointer At the beginning of the year, Manchester-based commercial- “Ultimately we’re seeking to build a 360-degree placemaking and Wheatsheaf shopping isation experts, PinPointer, announced agreements to enliven strategy. Commercialisation is just one part of this, also fed by centre commercialisation space through three destination locations, including Wheat- marketing, events and collaboration with retailers etc. We have partnership: PinPointer place sheaf shopping centre in Rochdale, and locations in Scotland a history of success with our venues in driving their income. and commercialisation manager, and Birmingham. Retail Destination spoke to PinPointer This has been realised through evolving with places, staying Lisa Smith (left) and Mark Foxley, managing director and founder, Alison Bowcott-McGrath, on top of lifestyle trends and implementing these within our Wheatsheaf centre manager. about the process of taking on new clients. commercialisation solutions.” www.retaildestination.co.uk APRIL 2019 | 31 CUSTOMER SERVICE

CONNECTING WITH THE CUSTOMER

Cain International is developing a customer service strategy to act as a key differentiator for its new luxury mixed-use scheme, Islington Square

32 | APRIL 2019 www.retaildestination.co.uk CUSTOMER SERVICE

www.retaildestination.co.uk APRIL 2019 | 33 CUSTOMER SERVICE

34 | APRIL 2019 www.retaildestination.co.uk CUSTOMER SERVICE

ustomer service is a key consideration for any “From the outset,” says Neil Barber, leasing director at Cain development, and with a new scheme comes the Main. Aerial view of Islington International, “we’ve made sure that our customer service challenge, and the opportunity, of being given a Square, London strategy ties in with Islington Square’s prime credentials as a clean slate for creating a customer service strat- Below. The mixed-use mixed use London destination featuring a range of occupiers Cegy. For North London’s newest luxury mixed-use scheme, Is- development incorporating the including a Third Space gym, a boutique family and kids club, lington Square, which covers 170,000 sq ft of retail and leisure original Edwardian buildings Odeon cinema as well as leading retailers alongside premium space, 263 high-quality new homes, 108 serviced apartments connects to the prime village residential apartments as well as 108 Citadines serviced apart- and 20,000 sq ft of office space, developing a customer service section of Upper Street by ments. The customer service approach needed to be tailored to has been far from straightforward. two new retail arcades. this mix and discretely integrated to support both the visitors’ and the residents’ experience.” The scheme, he says, will be adopting a truly customer-cen- tric approach, embedding a customer culture across all teams and service partners. CBRE, which manages the estate for Cain International, has put together a detailed maintenance schedule with a dedicated team to look after all public areas. “All on-site staff are highly trained to offer not only a high level of maintenance, but will be trained to become ambassadors of Islington Square,” he adds. As a mixed use scheme, there are bound to be some addi- tional considerations, such as extra staff and services. To keep such a busy mixed-use estate in pristine condition around the clock, Barber says the scheme will employ specialist cleaning equipment to ensure a high level of maintenance in all areas. “The cleaning team has been selected for their experience in managing similar urban locations and their cleaning schedule has been planned with both the commercial and residen- tial tenants in mind,” he explains. “To ensure exceptional experience in every area of the customer journey, we will be conducting regular customer research and benchmarking this feedback against best practice.” Another key component for a modern mixed use estate to support a high level of occupier and community engagement is the digital engagement strategy. Islington Square has developed a bespoke online community portal, which will allow both resi- dential occupiers and commercial tenants to connect, as well as support wider operational systems and management processes. As Islington Square is being billed as a luxury scheme, it is unsurprising that some extra touches are being applied to uphold the luxury status, with a focus on the needs of its local clientele. “As the development opens, we will be creating a unique and vibrant destination for all visitors through our place- making initiatives,” says Barber. “A series of curated experi- ences and events ranging from literature, theatre, dance and wellbeing will encourage dwell time and evening activity, a combination of digital and physical wayfinding will guide visitors seamlessly throughout the estate.” Barber adds: “We know that Islington as a neighbourhood and Islington Square’s retail and leisure brands are very ethical- ly conscious and we are looking to be supportive of these en- deavours and naturally want to make sure that our programme resonates with them. One such idea is to set up a plastic free charter for all our retailers to sign up to and communicate to their customers as well.” www.retaildestination.co.uk APRIL 2019 | 35 27 th april ADAM’s SKY DIVE

Wanting to give something back

This year Excel Parking Services have teamed up with The Roundabout Homeless Charity. Roundabout is Sheffield’s local youth housing charity, providing shelter, support and life skills to young people.

Adam Smales of Excel has agreed to sky dive to help raise money and awareness for this worthy cause. Please visit Adam’s Just Giving Page below to donate.

www.justgiving.com/fundraising/adam-smales2 CUSTOMER SERVICE HEALTHY MINDS

FM specialist the ccording to the World Health Organization, one understanding of all the different aspects of mental health, in four people will be affected by mental or neu- breaking down stigmas. Westgrove Group has rological disorders at some point in their lives. “It will improve the overall performance of the team, when just appointed its The extent and severity of it varies vastly, but mental health issues are being handled and address correct and thereA is no precise way to prevent those afflicted from finding not left due to line managers being scared to ask the question. first mental health themselves faced with mentally challenging situations. Shopping In Westgrove, we have found that when managers had un- first aider in a retail trips are no exception, which is why it important that first aid dertaken mental health awareness training this sent a positive training covers more than just the physical side of things. message to the employees that their managers are approachable environment. What Facilities management company The Westgrove Group and would be understanding and could help.” does the role entail? recently appointed its first site-based mental health first-aider As Jones details some of the different mental health related and has been working with one of its key partners, Market incidents that have occurred in shopping centres, it is easy to Place shopping centre in Bolton, to champion awareness of see why it is so important to have staff trained to deal with it: mental health. Their joint efforts resulted in the centre ensur- “They’ve had people escape from local secure units come into the ing that it had an identified mental health first-aider, a role centres and they’ve helped that individual who has become confused which is being called upon to become mandatory by many UK or has been dressed inappropriately i.e. no shoes on, so they’ve pur- companies under the ‘Time to Change’ campaign. chased shoes and socks and kept them calm until assistance arrives. Following a successful mental health awareness week last A member of the public had escaped a secure unit and became very year, the centre and Westgrove worked together to train over violent and threatened to stab people, they were restrained and 80 of its staff in mental health awareness, as well as choosing secured until assistance arrived – no one was injured. one of the centre’s guest service ambassadors, Paul Ogden, as “There have been numerous accounts of people with its mental health champion. dementia being lost and confused and they have been assisted Since taking on this role, Ogden has rolled out his training and helped by our colleagues. There have also been times to the Westgrove team on site and to tenants within the centre. where our colleagues have intervened and talked to members The role and training has already proven itself vital, with of the public who have intended to kill themselves and pre- Ogden helping to identify a number of vulnerable customers vented them from doing it.” and offer them advice and support. She says that a shopping centre is seen as ‘safe place’ – so if Mental health is a broad term that encompasses a lot of a member of the public comes to a shopping centre to poten- issues and disorders, from depression and anxiety, to addiction, tially harm themself they know that there are a lot of people to autism, to dementia, to post-natal depression and so much there that may intervene. A trained employee can approach a more. This raises the question: what exactly does mental health situation with confidence to support the person in need due first aid training for retail staff cover, and what situations does to their understanding of mental health issues, able to identify it equip them to deal with? signs so adapt their behaviour to the situation and offer sup- “It will give the person the tools to deal with an employee/ port and guidance to the individual who may need help. member of the public who is feeling down,” says Helen Jones, Wth regard to how staff can become trained, she adds: HR manager at The Westgrove Group. “Knowing how to deal “Westgrove offer a distance learning course Awareness of with a person following a negative experience gives confidence Mental Health Problems which is part of the apprenticeship Main. Paul Ogden, Westgrove's to the wider team the company and line manager is taking pathway and is a level 2 qualification – at no additional cost first Mental Health First Aider mental health issues seriously. It will give the individual more for Westgrove colleagues.”

www.retaildestination.co.uk APRIL 2019 | 37 ITS NOT THE AMOUNT OF DATA THAT’S THE INCENTIVE - IT’S THE CRUNCH.

DATA HAS ALWAYS BEEN THE KEY. At Trevor Wood Associates data has been our world for the last 30 years which is why we are the leading independent provider of information on all retail and leisure schemes in the UK. TECHNOLOGY MAPP TURNS TO TECHNOLOGY TO DRIVE PROPERTY PERFORMANCE

M J Mapp has ollowing on from the successful delivery and is something which we want to build upon to develop our impressive returns at a number of properties over the offering and further support M J Mapp and their clients”. established past 18 months, M J Mapp has formed a preferred And Robert Stark, senior executive director, property an innovative, partnership with Demand Logic. The multiple management strategy & operations at M J Mapp, explains: Faward-winning technology will be rolled out across the M J “Utilising new technology to provide a world-class property technology- Mapp client-base to create digital assets for their real estate. management service is critical to enhancing service levels and enabled approach The market-leading technology, which won the EG as the leading specialists in the property management sector, Technology of the Year Award, enables real-time analysis this is something we have made a priority. We will continue to to property of operational performance across a property portfolio. invest in and partner with best-in-breed technology providers management which Providing actionable intelligence to improve wellbeing, to ensure that our clients and their occupiers always have prioritise maintenance and save energy and carbon, it supports access to the most advanced solutions possible. has seen it trial a vertically-integrated communications across all of the property “The wider technological landscape forms a core part number of new management team and improves occupier engagement. of our response to occupational and client requirements The partnership will improve clients’ property performance by and M J Mapp’s scale and structure allow us to deliver an technologies. supporting cost reduction, a reduction in energy usage, increasing extremely flexible ecosystem, anticipating and leading property maintenance effectiveness and comfort for the occupiers. technology developments and incorporating these into our The ability for MJ Papp’s building managers, management service delivery and internal platform.” team, and clients, to be able to see the operational And Carl Brooks, M J Mapp’s head of sustainability, believes performance of a portfolio of properties in one individual the technology can deliver benefits beyond the financial. view is invaluable in terms of resource management and “Implementing Demand Logic offers us the opportunity prioritisation. At a glance, managers and clients can see to improve the efficiency of our properties both in terms which properties are performing well and which are in need of energy reduction, and in the smarter deployment of of attention. At the same time, the building manager can see engineers via the facilitation of a condition-based maintenance where the action is required and which type of engineer is approach,” he says. “Further, the occupier experience is needed. The engineer can diagnose the problem remotely and enhanced through better temperature control leading to a increase first-time fixes. reduction in hot and cold calls. By partnering with Demand “We have achieved some very effective results working Logic we are well positioned to meet the need to improve the together already,” says Demand Logic chairman Sonny Masero. performance of property further by measuring and managing “We are excited to see how much value we can create as part of health and wellbeing indicators and using that data to add this extended partnership. M J Mapp’s experience in property value to the service we provide to our clients, and the occupiers management and their innovative, customer-centric approach of the buildings we manage”.

www.retaildestination.co.uk APRIL 2019 | 39 DATA OUT-OF TOWN RETAIL RETAINS RESILIENCE

Despite the well-documented challenges currently gap between vendors’ and purchasers’ expectations. collect orders and returns. facing the retail sector, the out of town retail ware- However, there are signs we will see an increas- Sam Arrowsmith, associate director in the Savills housing market is remaining resilient, according to ing number of opportunistic buyers this year. The research team, said: “With the wider retail market research from Savills. occupational story in some ways defies the negative continuing to struggle amid changing consumer Whilst CVAs and administrations dominated the headlines, and with more investors becoming aware of behaviour, retail warehousing remains defensive, with headlines last year, store openings at retail parks rose this, we expect an uptick in volumes.” the flexibility of space and the types of goods sold at above average in 2018, totalling 868 compared with With regards to the occupational market, Savills retail parks allowing the out of town sector to hold its the seven-year average of 819. Furthermore, despite the research shows that the type of goods sold at retail own against the rise of online shopping. distress within the sector, only 3% of out-of-town units parks – often bulky goods and DIY products – better “Although we may see retail warehousing vacancy were affected by either a CVA or administration, and of insulates schemes against the rise of online shopping, rates tick up slightly this year due to CVAs and those affected only 36% were earmarked for closure. with customers often wishing to try before they buy. administrations, when you compare it with the global Jaime Dunster, head of retail warehouse investment In addition, the large unit size of retail warehouses, financial crisis rates remain low and tenant demand, at Savills, said: “Investment into the retail warehous- along with ample car parking, leaves retailers at these particularly from the growing discount stores, will ing sector will still largely depend on narrowing the schemes better placed to service online sales, click & continue to be steady.”

40 | APRIL 2019 www.retaildestination.co.uk DATA

BRICKS AND MORTAR BACK IN VOGUE

New research from Colliers International expected to fall in-line with traditional retail sales. “Destination centres will continue to deliver results predicts retail will regain popularity as an asset Damian Harrington, head of EMEA research at and are highly defensive assets. These experiential class especially in tourism-led locations. While Colliers International, said: “Retail as a sector has hubs combine a strong retail mix with food & logistics property has benefited from the growth in had one hell of a negative ride over the past few beverage, and leisure facilities. They encourage dwell e-retailing, there are signs that is has hit maximum years. The rapid growth of e-commerce and online time and appeal to both local visitors and the tourist penetration across Europe. In the meantime, retailing has benefited the logistics sector to date, but markets in terms of paying customers. pureplay retailers are resorting to omni-channel retail is starting to fight back. “There are solutions for high streets and town strategies to survive and deliver profits. This has “Pure online retailers do not generate high profit centres, but it requires joined-up mixed-use, mixed- put the onus back on the need for retail space margins, but omni-channel retailers are the exact tenure management of assets that incorporate supported by modern logistic facilities. opposite. The big retail brands have to take on retail flexible pop-up events, leisure, F&B, residential and Colliers’ analysis indicates that the rate of online retail space to help drive sales because having a better store community needs. Whole locations need to be digitised sales growth is slowing as markets reach higher levels of presence builds their brand and actually delivers and omni-channel, not just individual assets, with online penetration and by 2022-2025 online growth is higher levels of online sales.” strong public realm to bring life back to town centres.”

www.retaildestination.co.uk APRIL 2019 | 41 SOAPBOX KEEP THE CUSTOMER Centre managers need to adopt a shopper-centric approach, SATISFIED believes Deborah Jones I’ve always found the old saying that, “if you We recently made the decision to invest in new Mall is supporting the local neighbourhood and look after the pennies, the pounds will look furniture for the public areas. To some, this would community in its own right. In the last five years, after themselves”, to be an enduring one. Or, to be a straightforward, box-ticking exercise: out with over 5,000 new homes have been built in south paraphrase for our line of work, “look after the the old, in with the new. However, since I arrived at Gloucestershire so we need be ready to cater for shoppers and the retailers will come”. the centre, I knew a fresh approach was required. both our current demographic and for those who From day one at the Mall at Cribbs Causeway, The existing benches were hard, backless and will inevitably follow the area’s expansion. my focus has always been on understanding our uncomfortable. So, we have thought about what How do we tweak our offer to cater for such a customer base and tailoring aspects of the centre our customer would want and have invested in a broad customer base? What can we do, beyond to their specific needs. At its most basic level, this significant amount in new, more comfortable and attracting the best new retailers, to ensure our can be as simple as ensuring the centre is open for welcoming furniture that will be used more regularly, existing shoppers and new customers who have just business and the facilities are in working order. The and will give them a reason to stop, relax and enjoy moved into the Cribbs area are both comfortable Mall has always served discerning shoppers and the Mall. It is a significant amount to invest, but here and feel at home? Which retailers do they want attracted a broad section of the South West. We being brave and considered in one’s investments can and how do they want them presented? regularly undertake research to guide all aspects of reap far greater rewards than simply doing nothing. These are the questions we are constantly asking our strategy to understand our customer-base – we By fusing a customer-first approach with tailored ourselves and it is ultimately a much a bigger have to ensure that we deliver what they want, brand curation, innovative marketing and popular mind-set. Getting the basics right and adding new down to the finest detail. events, you create a potent mixture that sparks furniture won’t grab the headlines, but it’s the little Trips to the Mall are a day out for many loyalty and increases dwell time, footfall and spend. things that build loyalty and bring customers back people – something to do together. So how do For us, that means enhancing currently successful time and time again. we make our shopper demographic stay longer elements, such as extending the hours for our and return more often? Winter Wonderland, or introducing exciting newnew brands like the White Company and Seasalt, toto complement staple favourites and our anchor tenants, John Lewis and M&S. This measured evolution allows us to refocusus ouourr offer to satisfy existing customers and entice newnnew shoppers, while never taking our customer basesse forfoorr granted. As the Cribbs Causeway area grows, ththee

Deborah Jones is centrecenntrre director of the MallMaM lll atat Cribbs Causewayussewawayy

42 | APRIL 2019 www.retaildestination.co.ukwww.retaildestinationon.co.uk PEOPLE / MOVES

BRIGHT LIGHTS, BIG CITY APRIL MOVES The Bullring Estate, Birmingham’s some of planet earth’s most spectacular iconic shopping destination that natural phenomena. ROB JONES has joined TIME RETAIL PARTNERS as comprises the Bullring, Grand Mark Bourgeois, managing director a director. He has spent the last two years as a director at Central, and Link Street, hosted an UK & Ireland at Hammerson, said: AS Retail and previously was at CBRE and Brasier Freeth. awe-inspiring Festival of Light from “More and more people are looking At the same time Time has promoted DAVID O’SHEA to Friday 1 to Sunday 10 March. for unique experiences, that’s why board director, PIERRE KUNKLER to director and ROSS Shining a light on the UK’s second we’re investing £2m in experiential MCMONGALE to associate director. biggest city, the event transformed the events this year. The Festival of Light estate’s St Martin’s Square and balcony is a fantastic spectacle that is sure with interactive light installations. The to attract people from all over the multi-sensory experience was designed Midlands, and will really reinforce to surprise visitors to the destination, Bullring & Grand Central’s position both children and adults alike. Themed as one of the UK’s leading retail and installations were centered around leisure destinations.” MOORGARTH GROUP has appointed NICOLA WILLIAMSON as the new general manager for Broad Street Mall shopping centre in Reading. She has over 25 years’ experience in the retail industry having previously worked for M&S, Debenhams and Arcadia Group.

MONTAGU EVANS has appointed ex Aberdeen Standard Portfolio Manager, TOM LIPFRIEND, to join its management team as a senior surveyor having previously worked in industrial and retail warehouse asset management.

CUSHMAN & WAKEFIELD has appointed PETER HUTTON as its new head of retail in Scotland. He joins as a partner from Kilpatrick Property Group where he was property director. Prior to that he was with Culverwell Property Consultants for eight years.

Three town centre, retail and regeneration specialists have joined LAMBERT SMITH HAMPTON from Carter Jonas. STEVEN NORRIS joins as national head of regeneration, retail and town centre consultancy; BLATHNAID DUFFY will specialise in evidence-based retail and economic assessment and ATUL JOSHI RAGS TO RICHES AT WESTGATE economic and commercial viability.

Landsec has responded to calls from the government to place a levy ADDINGTON CAPITAL has recruited MIKE MCGOVERN as on fashion items by mobilising an alternative plan which focuses on a salaried partner and new head of development. He joins from collaboration rather than taxation. developer Eastern & Oriental and prior to that had spent eight The landlord is launching a recycling scheme for used clothes at Westgate, years at Buro Four. Oxford, where customers will be able to donate items to an interactive recycling point, specifically for clothes, within the centre. If successful, the scheme will be ROB BOULD, of Rob Bould Consulting and former CEO of replicated across Landsec’s shopping destinations. GVA, has been elected the new chair of trustees at LANDAId, the The trial scheme, ‘spring clean, think green’, launched on 4 March and runs for property industry charity. He replaces Liz Peace CBE who steps a month. Landsec will be experimenting with different methods of incentivising down after three years leading the charity. consumers to recycle garments, including weekly competitions. The success of the scheme will be measured by the number of people donating items and the total MMX RETAIL has appointed of SIMON COLLEY as a graduate weight of the clothes. The stall educates consumers on the importance of recycling surveyor. He graduated from RAU Cirencester where he studied textiles and shows examples of the type of garments donated materials could be rural land management. turned into. Tom Byrne, sustainability manager, Landsec, said: “Clothing banks have existed CUSHMAN & WAKEFIELD has re-hired DUNCAN GILLIARD for a number of years, but what we feel has been missing is a landlord-led initiative as a partner in its Central London retail team. Gilliard, who which can really drive up recycling rates in key retail destinations; our kiosk will previously worked for Cushman & Wakefield for five years, joins bring the experience of recycling to life for customers and we’re hopeful that a less from JLL where he was a director in the firm’s London retail team. passive waste strategy will translate into greater enthusiasm for recycling textiles.”

www.retaildestination.co.uk APRIL 2019 | 43