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Home Improvement Retailers These Days Sell More Than Just Tools and Lumber—They’Re Often Also Selling Themselves, Or Their Brands

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Home Improvement Retailers These Days Sell More Than Just Tools and Lumber—They’Re Often Also Selling Themselves, Or Their Brands HARDLINES.CA CONNECTING THE HOME IMPROVEMENT INDUSTRY THIRD QUARTER / 2019 CROSS MAKING HIMSELF CHANGE THE CUSTOMERS AT HOME CHANNEL? Difficult customers Home Hardware’s What bricks-and- are universal—but the new CEO reflects mortar retailers can solutions aren’t always on his first few learn from omnichannel one-size-fits-all months in office businesses HOME IMPROVEMENT QUARTERLY Canada’sHOME Top IMPROVEMENT RETAILERS Our definitive report on the top players in the Canadian home improvement and hardware industry. Canadian Publications Mail Agreement # 42175020. POSTMASTER: Send address changes to Hardlines Home Improvement Quarterly, 330 Bay Street, Suite 1400, Toronto, ON M5A 2S8 Island Tub Drain™ The art is in the installation. Accept no imitation. The Red Drain™ company. www.osb.ca Island Tub Drain™ is patented in Canada (2 813 010) and the United States of America (US 9,551,138 B2). Directing the spotlight on HOME IMPROVEMENT QUARTERLY your brand! THIRD QUARTER / 2019 • VOLUME 9, NO. 3 330 Bay Street, Suite 1400, Toronto, ON M5H 2S8 • 416-489-3396 @Hardlinesnews • www.hardlines.ca PRESIDENT VICE PRESIDENT & PUBLISHER Michael McLarney David Chestnut [email protected] [email protected] EDITOR MARKETING & EVENTS MANAGER Sigrid Forberg Savannah Crawford [email protected] [email protected] STAFF WRITER ACCOUNTING Geoffrey McLarney [email protected] CONTRIBUTING WRITERS ADMINISTRATION John Caulfield Michelle Porter Frank Condron [email protected] Rob Wilbrink ART DIRECTION Shawn Samson TwoCreative.ca We focus on your Hardlines Home Improvement Quarterly is published four times a year by Hardlines Inc., 330 Bay Street, Suite 1400, Toronto, ON M5H 2S8. $25 per issue or $90 per year for Canada. brand so it stands Subscriptions to the Continental United States: $105 per year and $35 per issue. All other countries: $130 per year. (Air mail $60 per year additional) out from the crowd! Subscriber Services: To subscribe, renew your subscription, or change your address or contact information, please contact our Circulation Department at 289-997-5408; [email protected]. Canadian Publications Mail Agreement # 42175020 POSTMASTER: Send address changes to Hardlines Home Improvement Quarterly, 330 Bay Street, Suite 1400, Toronto, ON M5H 2S8. As manufacturer’s All editorial contents copyrighted 2019 by Hardlines Inc. agents our sales No content may be reproduced without prior permission of the publisher. representatives and merchandisers ensure your products are always “front of mind” with the hardware buyer and “front of shelf” in the stores. NUMBERIN THE HOME IMPROVEMENT ONE INDUSTRY. ONLINE AND PRINT. HHIQHHIQ isi jujustt one ffacett off tthe Hardlines Information Network. Since 1995, we’ve been delivering the most up-to-date information directly to you online, in print, and in person. Find out how you can get your message out with us. Contact: David Chestnut, Vice President & Publisher www.kingmkt.com 877 844 5464 416-425-7992 • [email protected] HOME-OWNER.CA 100% CANADIAN OWNED You’ll love this add. You + Billions in Sales. ¸4`ÄYZ[`LHYHZH/VTL/HYK^HYLKLHSLYOHZWYVIHIS`ILLU[OLTVZ[ L_JP[PUNVMT` `LHYZPU[OLPUK\Z[Y`Q\Z[^OLU0^HZILNPUUPUN[V[OPUR [OH[OHYK^HYL^HZVUS`HWSHJLMVYIPNIV_Z[VYLZ/VTLOLSWLK\ZJVU]LY[ V\YPU]LU[VY`YLTLYJOHUKPZLHUKJOVVZL[OLHK]LY[PZPUNVW[PVUZHUK KLHSLYPUJLU[P]LZ[VTHRLV\YZ[VYLHWYVÄ[HISLVUL5V^^LJHUJVTWL[L ^P[O[OLIPNIV_Z[VYLZHUKZ[PSSTHRLHUPJLSP]PUNH[[OLLUKVM[OL`LHY ;OPZ^HZ[Y\S`[OLILZ[KLJPZPVU0»]LL]LYTHKL¹ Paul Wilson Rockwood, ON Now that’s an add we can get behind. Visit home-owner.ca to learn how you could benefit by joining Home. VOLUME 9, NO. 3 CONTENTS THIRD QUARTER / 2019 COVER STORY Canada’sHOME IMPROVEMENT Top RETAILERS Our definitive report on the 22 top players in the Canadian home improvement and DEPARTMENTS hardware industry. EDITOR’S MESSAGE 7 Striking the right note SOCIAL MEDIA CORNER 8 One click away from BUYING GROUPS your community 2019 BANNER MAP NEWS SPOTLIGHT As part of our annual coverage 10 New Orgill president 28 of the Canadian home shares plans for improvement industry, here we investment break down the major banners and how they’re connected. 24TH ANNUAL HARDLINES CONFERENCE 30 There’s something for everyone at the next Hardlines Conference EXECUTIVE INTERVIEW NEWSROUNDUP 12 HOME HARDWARE’S SHOW REPORT NEW CEO HITS THE 40 National Hardware Show BMR expands its urban La offers a lot for Canadians Shop concept with second GROUND RUNNING Montreal location Meet the new boss of 34 SELLING TO PROS Canada’s number-three home 42 Dealers discuss Lowe’s Canada promotes improvement retailer. appliances across its RONA how they handle and Reno-Depot banners difficult customers without losing them Industry celebrates three new members inducted into MERCHANDISING CHHMA Hall of Fame 46 The number one reason customers shop in Canadian Tire’s Triangle your store program helps it build customer profiles with data RETAIL TRENDS ENDCAP TRADITIONAL RETAILERS 50 Young retailer TIMBER MART expands brings fresh distribution centre network STILL PLAY CRUCIAL ROLE with Ontario opening perspective to Omnichannel rules the family businesss 36 marketplace, but traditional Good weather helped retailers still have plenty boost numbers at ABSDA buying show to offer. THIRD QUARTER / 2019 5 Now with FiniShield™ Get the Best of Both Worlds with JELD-WEN® Windows Designed to provide lasting performance and beauty, JELD-WEN’s DF Hybrid Collection™ windows combine the ease and dependability of an all-vinyl product with the crisp lines and added strength of aluminum cladded exteriors. Want more from a window? The DF Hybrid Collection™ is now available with optional FiniShield™ technology which is a superior alternative to a painted interior frame. Available in a black finish, FiniSheild stands up to scratches, extreme heat degradation, is easy to maintain and is backed by JELD-WEN’s 10-Year Limited Warranty. When you need a better window, rely on JELD-WEN, a consistent ENERGY STAR® award winner who has been proudly manufacturing the highest quality windows and doors for over 50 years. Explore our full range of award- Manufacturer of the Year Manufacturer of the Year Manufacturer of the Year Windows and Doors Windows and Doors Windows and Doors winning products at jeld-wen.com 2016 2016 2017 2018 EDITOR’S MESSAGE SIGRID FORBERG, EDITOR STRIKING THE RIGHT NOTE Home improvement retailers these days sell more than just tools and lumber—they’re often also selling themselves, or their brands. Of all the trends influencing consumers, emotional resonance may be the most deceptively difficult for dealers to pull off. alking the aisles of a big show determining their strengths and developing customer complaints—you won’t believe (and even a small one) can be so those, rather than trying to compete in areas the things some people gripe about. Well, W exciting. With all the fresh, new outside of their core competencies. on second thought, you probably will, and products on display, there’s never a shortage Confused about how all the retail banners you probably have your own stories, too— of new textures, colours and shapes. relate? Consult our Banner Organizational what retailer doesn’t? With the year already But those physical, tangible trends Chart on page 28. Our handy map lays it half over and the busiest period about to aren’t the only factors impacting retail. all out and makes sense of the increasingly begin, it helps to remember you’re not In this industry, tradition has long been complicated connections in the Canadian the only one ankle-deep in it. And a little fundamental, but an ageing generation home improvement retail industry. perspective never hurts: as Jeff Redden, of leaders is beginning to retire and make space for new voices with their own opinions. This trend is sure to increase over The major takeaway this issue is not to sweat the the next few years, as the demographic of small stuff. Don’t let perfect be the enemy of good. those calling the shots in retail continues to mirror the changing demographic of home “ improvement consumers. And on page 32, Home Hardware owner of Windsor Home Hardware” in And while the many stark differences President and CEO Kevin Macnab gives his Windsor, N.S., puts it: “I’m not getting into between the boomer and millennial first media interview since taking the helm an argument over a $30 can of paint.” generations may be overblown, the younger last fall. Macnab, new to the industry (and The major takeaway this issue is not to consumer does assign a heavier weight to Home’s first outside hire to the role), says sweat the small stuff. Don’t let perfect be meaningful interactions. What does that his fresh perspective is an asset. In just over the enemy of good. Focus on what you do mean? They crave genuine experiences— half a year on the job, he’s already realigned well and laugh about the rest, because when they want help with their projects, but they Home Hardware’s executive team and made you’re having fun with what you do, your want store associates to be direct, helpful, a big push on updating the company’s customers will notice—and that’s sure to and above all else, real. e-commerce strategy. resonate with them. In our cover story this issue, we explore For some light-hearted reading, have you what some of this country’s top retailers checked out our Social Media Corner? Flip are doing to keep themselves at the top. to page 8 to see what some of your fellow Analyzing these companies’ big moves over retailers are Tweeting! If you’re active on the last year, the most successful strategies social media, you might just find one of your demonstrate an eagerness to meet consumer own posts in an upcoming issue.
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