Covering up - nfrnonline.com€¦ · Be part of our buying group and get the best opportunities and...

MEMBERSHIP MAGAZINE FORINDEPENDENT RETAILERS

ISSUE 6AUGUST 2020

Theft victoryGovernment acts on NFRN calls for lower level thefts to be investigated.

Truly convenientAdding services to boost footfall and satisfy your community’s needs.

Covering up:What to do in England and Scotland now face coverings in shops are compulsory

Be a bright sparkSave £1,000 on your business essentials.

Don’t forget as a member, you have access to these benefits, resources and support.

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borrowing facilities.

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COMMERCIAL PLUSDedicated to delivering

expert business finance and property advice to find the right solutions for the independent

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POLITICAL ENGAGEMENTYour voice in the corridors

of power across the UK and Ireland - ensuring that the

challenges facing independent retailers are understood.

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LEGAL PLUSTailor-made business

templates to help you deal with legal matters.

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RETAIL STANDARDSA comprehensive library of reference guides including

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to ensure effective in-store procedures and systems.

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FUELWISEBe in control of your diesel costs. Huge savings off the

average pump prices in UK & Ireland. Average savings

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TAX PROTECTIONFree member benefit with a saving

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THE RETAIL MUTALInsurance provider to a wide

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BUSINESS ESSENTIALSThe one-stop shop for business energy,

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save time and money when sorting your

business essentials.

Switching business energy alone could save

you £1,305 a year.

Find out more on page 20.

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BARCLAYCARDThe NFRN’s payment

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| ISSUE 6 AUGUST 2020 3WWW.THEFEDONLINE.COM

ISSUE 6AUGUST 2020

National President and Editor in chief: Stuart Reddish

Editor: Anne Bingham 0207 017 8887 [email protected]

Advertising: Mike Baillie 07908 777908

Design and production: Monitor Creative0161 743 0980 www.monitorcreative.co.uk

CONTENTS | What’s in this issue

Brought to you by the NFRN, The Fed is packed with advice, success stories and industry news to help you increase your profits and make the most of your store.

With face coverings now compulsory in shops in England and Scotland, we share best practice and guidance to keep you and your staff safe and your customers happy. Learn how you can save thousands of pounds on your energy bills, thanks to an exciting new partnership.

Elsewhere, our 2021 NFRN Awards are open for entry and there are new developments regarding retail crime. Enjoy this issue!

Disclaimer: While every effort is made to ensure the accuracy of information contained in this publication, no guarantee isgiven that the information provided is correct, complete, and/or up-to-date. The materials contained in this publication are provided for general information purposes only and do not constitute legal or other professional advice on any subject matter. The NFRN and the publisher do not accept any responsibility for any loss which may arise from reliance on information contained in this publication. Produced by Monitor Creative and printed in England.

Bede House, Belmont Business Park,

Durham DH1 1TW

Freephone number: 0800 121 6376* (select option 1)Calling from a mobile: 020 7017 8880Calling from ROI: 01 453 5822

*Free from UK landline phones only. Charges may apply when calling from abroad or from a mobile phone.

[email protected]

LATEST FEATURES

Contents

A word from the National President

NFRN news

Your view

Face masks: the big cover up

Retail Mutual exclusive membership offer

Put your shop centre stage with the 2021 NFRN Awards Meet our Elite Partners

4 |

5 |

9 |

32 |

38 |

13 | 18 |

20 |22 |

24 |

How the Hardship Fund is helping members Save money on business essentials

Welcome update on retail crime

Be more than just a store with new services

Investing in staff can pay dividends

Top tips to get the most from wine and spirits

26 |

34 |

36 |

| 4

It’s never really been easy being an independent retailer, but because of Covid-19, the past five months have certainly been testing. Throughout this time, however - and I hope you will agree - the NFRN has never given in and as members have been faced with myriad challenges, we have helped you find new ways to overcome these.

As lockdown continues to ease, but as new policies, including wearing face masks in English and Scottish stores come in, it is important to look at adapting and evolving your businesses for the post-Covid environment.

The same is true for your Federation. Just as you will step back every now and then to look at how you are operating, identifying weaknesses, possible improvements and new opportunities, so must the NFRN.

A word from the NFRN National President

Just recently, and together with vice president Muntazir Dipoti, deputy vice president Jason Birks and chief operating officer Greg Deacon, I have been looking strategically at the final five months of the year and through 2021 so that your Federation remains as the go to organisation for independent retailers, the voice to be heard in both the political world and in our industry, and that we continue to deliver the high quality support and services that you have come to expect.

Between now and December, there are certainly some exciting initiatives coming up to help you compete more effectively in such a highly challenging marketplace. Whether making you money, saving you money or making it easier to do business, everything will be focused

on benefitting your business to the tune of thousands of pounds every year.

Already, members are reaping the rewards from our fantastic Barclaycard deal and I would really encourage everyone to look into it, as doing so could pay for your Federation membership fee. In this edition of The Fed we are unveiling our new partnership with Bionic, giving you massive savings on your energy bills.

But that’s just the start! As the only trade association focused entirely on the needs of independent retailers, and as we are owned and run by you, our members, we only ever work in your best interests to help you run more profitable businesses.

National President’s WelcomeLatest

Stuart Reddish

| 4 WWW.THEFEDONLINE.COM ISSUE 6 AUGUST 2020


The Latest NewsFor latest news, deals and views go to:

TheFedOnline.com

NewsLatest

New push to make news industry ills right

Win a free case of cold coffee and £250

A renewed push to build a news supply chain that is fit for the future is to be undertaken by the NFRN, starting with a full debate at this month’s national council meeting.

This full and frank discussion comes against a backdrop of an average 3 per cent increase in carriage charges, effective from the end of August, from Smiths News; a margin cut on several Newsquest papers in the north west of England and in north Wales with no increases in cover prices; and new terms of 21 per cent on weekday editions of The Times.

It also follows a joint letter from the NFRN and the ACS to media minister John Whittingdale raising concerns about the future of the news supply chain.

This letter warned that for the supply chain to operate more efficiently and effectively, a number of areas needed to be addressed, including carriage charges, delivery times, territorial protection and the voucher redemption processes.

Time is running out to enter a new competition run by NESCAFÉ and the NFRN, but as the clock ticks we have made it easier to take part.

All you need to do to win a free case of NESCAFÉ Azera® Nitro cold coffee and £250 is to build a display of the product in your store and then tweet a photograph with the hashtag

National President Stuart Reddish said: “We stand ready to engage with publishers, wholesalers and the government to build a news supply chain that is fit for the challenges of 2020 and beyond. If the industry is to rise to that challenge then everything from carriage charges to absolute territorial protection and the handling of returns must be up for discussion.

“Only then will we be able to build a supply chain that works for everyone, including the customer waiting for his morning paper to be pushed through his letter box.”

#RetailSummerOfNitro OR email it to [email protected] with the subject header ‘#RetailSummerOfNitroDisplay’.

The competition closes on Wednesday August 12 and everyone entering will receive a free case of NESCAFÉ Azera® Nitro cold coffee by way of a ‘thank you’.

Mr Reddish said he was “absolutely appalled” that Smiths News was raising its carriage charges at a time when Covid-19 had forced the closure of many small stores and left many other of its retail customers struggling financially. “Coupled with recent margin cuts - from both national and regional newspaper publishers - this increase can only result in the closure of some shops, while other retailers will drop the news category completely in favour of products that offer enhanced margins and far less hassle.”

| WWW.THEFEDONLINE.COM ISSUE 6 AUGUST 20206

Government listens to NFRN: Action to be taken to tackle £200 retail theft threshold

Success as Cornwall council reinstates young news deliverers after NFRN intervenes

News that the government is to act on members’ concerns about the £200 “low value shop theft” threshold has been welcomed by the NFRN.

This commitment formed part of the government’s response to the call for evidence on violence against retail workers and follows the Federation’s long running campaign with former Delyn MP David Hanson to have the law reviewed.

National President Stuart Reddish said: “I am very pleased that the Federation’s campaign to highlight the weaknesses of having a £200 threshold for shop theft has been recognised by the government.”

Crime and policing minister Kit Malthouse will now write to police and crime commissioners and chief constables advising that the theft of goods valued up to £200 from a shop should be prosecuted as a criminal offence.

The NFRN has scored another success in getting a local council to think again about allowing members to employ news deliverers under 16 during the coronavirus pandemic.

This latest victory came after Cornwall member Jo Polglase wrote to National President Stuart Reddish after reading about previous successes in The Fed.

The NFRN’s campaign to highlight retail crime got a further boost when the All Party Parliamentary Group (APPG) on Retail Crime met on July 15 and MPs attending pledged to continue to seek justice for all victims of retail crime, regardless of the value of the goods stolen.

Mr Malthouse, who attended the Zoom meeting, said: “Assault has the same effect on store workers, no matter what is stolen or damaged, and there is a clear need for tougher sentences.”

Advising that it is an offence to commit a crime against emergency workers, Mr Malthouse added that shop workers should have similar support, especially

Ms Polglase, of The Stores in Penzance, explained that Cornwall council had suspended permits for under 16s because of fears over their “health, safety and development”. Coupled with an increase in delivery orders, this decision had impacted heavily on her business.

Rounds were being covered by her “somewhat older paperboys” and were taking double the time to

given their ‘essential’ role throughout the pandemic.

He added that very often such crimes were committed by repeat offenders. The government needed to focus efforts on these.

At this meeting, representatives from the National Retail Crime Steering Group advised that it was working on a best practice guide to ensure better responses to crime incidents from the police as well as looking to provide better support and guidance for victims.

See pages 24 and 25 for more about the NFRN’s work on highlighting retail crime.

complete, she added. The shop also had to be closed for part of the day to take orders and prepare them.

After Mr Reddish wrote to Cornwall council asking it to reconsider, its service director - education Kate Evan Hughes replied, advising that the work permits for young persons were being reinstated.

See letters page 9.

FED WIN 1

FED WIN 2


NewsLatest

For latest news, deals and views go to:

NFRN retail development manager secures £1,400 refund in ATM removal fee row

NFRN members enjoy sweet success with Booker voucher promotion

One of our Northern members is £1,400 better off after the NFRN intervened in a dispute around the removal of his ATM.

Last autumn, Tyne and Wear retailer Tajinder Singh informed PayPoint that he was selling one of his shops and he wanted the ATM in it removed. It was agreed that he would be charged £500 plus VAT for this to be done.

The sale dragged on, before finally falling through, and Mr Singh, of Backworth Store in Backworth, was horrified to discover that PayPoint had actually deducted £1,680 plus

Members have been tasting sweet success, thanks to a three month long confectionery promotion with Booker!

Earlier this year, the NFRN teamed up with the wholesaler to offer a buy one, get one free (BOGOF) promotion on a range of Happy Shopper confectionery products, and over 10,000 vouchers were redeemed!

The vouchers were distributed inside the March edition of The Fed and members could redeem them in Booker and Makro branches throughout the UK up until the end of May.

At the time of the promotion, National President Stuart Reddish said: “We are really excited to be working again with Booker on a scheme that will both save and

VAT from his account. He immediately called on NFRN retail development manager Phil Woods for help.

Mr Woods contacted PayPoint on the member’s behalf to dispute the fee and Mr Singh was refunded £1,180 plus VAT.

In an email to Mr Singh, PayPoint advised that “it used to be the PayPoint policy following any unsuccessful change of ownerships that the outgoing retailer would only be charged the removal fee for a product. This was changed in November 2019.”

make our members money. Putting more money in members’ tills is one of my key priorities.”

The promotion included 24 Happy Shopper lines and each one offered a minimum 30 per cent profit on return on single price-marked packs. Products included Jelly Babies, Chocolate Peanuts, Fizzy Tropical, Fruit Slices and Fruit Pastilles.

Commenting on the results, Mr Reddish said: “It is great to see so many of our members have benefitted from Booker’s Happy Shopper BOGOF voucher redemption promotion.”

Watch out for an even BIGGER promotion with Booker this autumn. See next month’s edition of The Fed for more details!

TheFedOnline.com

However, PayPoint senior customer experience executive Matthew Claridge explained that the original refund fee would be honoured because “the original change of ownerships notification came in before this time” and Mr Singh had continued his relationship with the company.

Mr Singh told The Fed: “I got the money in my account the other day and it was over £1,400.

“Considering everything that is happening at the minute with the coronavirus pandemic, the money will be a great help.”

FED WIN 3

FED WIN 4


This is your letters page. The Fed wants to hear your views and issues! Send your letters to: [email protected] the latest letters to

arrive in the NFRN mailbag.

Thank you for the letter regarding the employment of children and young persons during these exceptional times. The council has carefully considered the comments.

The council has to follow section 18 of the Children and Young Persons Act 1933. That section allows the council to issue permits in respect of “light work” provided the work -“(a) is not likely to be harmful to the safety or health or development of children and (b) is not as to be harmful to their attendance at school .....” [section 18(2A) of the Act].

The council decided to suspend all such permits due to the Covid-19 pandemic and the subsequent lockdowns and school closures. All employers holding such permits were informed of the council’s decision. The reasons for the

Your viewLettersLatest

Please bring our young news deliverers back!I bring to your attention the article on page 8 of May’s issue of The FED where Stuart Reddish along with the MP for South Dorset managed to overthrow the decision made by Dorset council to revoke all child work permits.

I assume within this process there were various letters which changed hands and wonder if it is possible that copies may be made available so that Cornwall council may be approached in the same way or, indeed, that Mr Reddish

could make the approach on behalf of Cornish retailers?

Covid-19 has increased our trade dramatically but the increase in deliveries being made has had such a massive impact on our time we have had to close the shop for part of the day so we can take orders and pack up boxes of groceries.

This, coupled with an increase in news delivery as the over 70s have stayed at home instead of

collecting a daily paper (so no increase in sales but increase in workload) and the fact that the paper rounds usually done by under 16s have had to be covered by our somewhat older paperboys, has doubled the time taken to complete the rounds.

Please help!

Jo PolglaseThe Stores

Penzance, Cornwall

Editor in chief ’s note: I wrote to both the local MP and the council. Below is Cornwall council’s response.

Safeguarding news delivererssuspensions being that the said employment is, at the time, likely to be harmful to the safety, health or development of children (thus safeguarding their wellbeing) and to prevent the spread of the Covid-19 virus. These reasons were, and are, of the upmost importance and outweighed any other consideration.

In reaching its decision, the council followed the legislation and guidance given to it. As regards to your comments and observations in your letter, the council based its decision on the vulnerability of children and young persons. We now recognise the situation is improving in regard to Covid-19 and intend to begin reinstating work permits for young people if certain conditions are met by the employer. Employers will be required to complete

and return a risk assessment and statement to the council so work permits can be reinstated or issued. We are looking to circulate these documents to employers whose permits were suspended in the coming weeks. This information will also be put on our website.

For your information, young persons cease to be of statutory school age on the last Friday in the June of the academic year in which they would turn 16 (for most this would be year 11). The council would wish to reassure you that this decision has and will be kept under review in accordance with changes to the legislation and guidance.

Kate Evan-HughesService director - education

Cornwall Council New County Hall, Truro


This is your letters page. The Fed wants to hear your views and issues! Send your letters to: [email protected]

Thank you so much for your help and advice on the claim we got. It will help to pay my credit card bill covering what I spend in Booker and also the electricity bill which is due soon.

Thank you so much again.

Name and address supplied

Hugely important timesThese are hugely important times as we all do our small part in supporting the most vulnerable and needy in our community. We are very pleased to support you in our modest way as you lend necessary support to your members during this time of crisis.

I would like to think you and your members will always view PayPoint as a valued relationship and, as such, a business partner you can call on for support.

I very much hope we get the opportunity to meet once this situation has come to a close and life can return to something more normal.

If there is anything further we can do to support you at this time please get in touch.

Nick WilesExecutive chairman

PayPoint

Hardship Fund Thank You

LettersLatest

and, therefore, the possibility of fewer local community shops surviving in the current economic climate.

I would like to ask your support on voting against this proposal and if you are in agreement with my views stated above please lobby your colleagues to vote against this legislation if it is brought before Parliament.

John GardinerBerwick upon Tweed

Copy of a letter sent to international development secretary Anne-Marie Trevelyan MP (pictured right).

I was very concerned to read that the government is planning to suspend Sunday trading laws. These laws give newsagents and small retailers probably the only advantage they have in competing with major supermarkets, and they help to maintain a balance between large and small stores providing food and other essential products.

To undermine these shops at a time when they have - and are - playing an essential part in keeping communities fed and supported, it seems like a very clear statement that the government does not value them and the work they have done.

I also know that the current compromise of six hours opening

on a Sunday is popular with the public, striking a balance between the needs of shop workers, consumers, high streets and all types of businesses. A Populus poll last month for Keep Sunday Special showed that 58 per cent of the public support the current laws, and only 21 per cent oppose them.

I realise that this measure is being proposed as a way of boosting the economy, as businesses open up again gradually after the Covid-19 lockdown.

I don’t think extended Sunday trading will help high streets at all; it will just mean shops incurring more expense to keep open for longer when they will be struggling to bring in sales. I am convinced however that this measure will divert trade away from smaller community-based stores to larger supermarkets, bringing no net sales growth, a decline in jobs because of supermarkets’ economies of scale,

Giving independents retailers an advantage


In England and Scotland it is now mandatory for customers in shops to wear face masks. The Fed shares best practice regarding this new ruling and caught up with some Scottish members to see how things are going.

As this edition of The Fed went to the press, the wearing of face masks in shops in England became mandatory.

Announcing the move, health secretary Matt Hancock said: “We want to give people more confidence to shop safely, and enhance protections for those who work in shops.”

Effective from Friday July 24, the policy is enforced by the police, with fines of up to £100 for non compliance. In Scotland, wearing face masks became mandatory in shops two weeks earlier - on July 10.

Manpreet Bawa, of M J Bawa in Stevenson, told The Fed: “We have posters inside and outside of our store to remind our customers that they should wear a face mask.

“As we are not the police, we cannot enforce wearing a face mask within our store, and some people can’t wear one because of health conditions. However, we have introduced a procedure where anyone that is not wearing a face mask has to get their temperature checked. We use a non-contact infra-red thermometer and it only takes a couple of seconds. If their temperature is under 38 degrees, they’re okay to enter. If it is above that, they are politely refused entry. All of our customers have been very happy with our procedure - they’ve all been very compliant.”

All staff wear masks, he added. “Understandably, some need to take

The big cover up

Face masks Latest

Mo Razzaq, of Family Shopper, Blantyre, said: “We have the NFRN’s face mask posters around our store to remind our customers to wear one. Some customers have responded well to having to wear face masks, others have not. “However, we are not enforcing everyone to wear one within our store because we are not the police.

“Also, people might have a health condition that we do not know about - they could have a respiratory problem or another health condition that we can’t see.”

“Face masks make me and my employees feel safer working inside of the store - there’s no question about it”

See overleaf for best practice advice and NFRN guidance.

Scottish president Ferhan Ashiq, of Levenhall Village Store in Musselburgh, agreed that he and his staff felt safer wearing masks but customer response had been mixed.

“The first day was very hard because everyone kept forgetting that they have to wear one.

“It did start to get better, but now it’s gone down again. It seems there’s a sense of apathy with having to wear one now - customers appear to be getting tired of all of the rules.

“Some customers refuse to wear a face mask, but they’ve all said that it’s because of their health conditions and we’ve had to take their word for it.”

a breather when they are working long shifts, so we allow them to do so behind our plastic screens.

“Face masks make me and my employees feel safer working inside of the store - there’s no question about it.”


Requirements

From July 24 it became mandatory for customers in England to wear a face mask when inside retail premises.

This follows a previous decision by the Scottish government to introduce the wearing of face masks in store.

Wales and Northern Ireland have yet to require the wearing of face masks in retail premises.

Enforcement

It is not the responsibility of retailers to enforce the wearing of face masks; that falls to the police.

Retailers are entitled to require the wearing of face masks in their store and to bar entry to those not complying.

Failure to wear a mask can lead to a £100 fine (reduced to £50 if paid within 14 days) in England, or £60 in Scotland.

Some police forces are resisting their role to enforce this and the political engagement team would be interested in any example of where the police refused to act or where they did intervene and issued a warning or a fine. Please email [email protected].

Exemptions

In England the following exemptions apply:

Young children under the age of 11.

Anyone not being able to put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability.

Anyone if putting on, wearing or removing a face covering will cause severe distress.

Anyone providing assistance to someone who relies on lip reading to communicate.

To avoid harm or injury, or the risk of harm or injury, to yourself or others.

To avoid injury, or to escape a risk of harm, and you do not have a face covering with you.

If a police officer or other official requests you remove your face covering.

If asked to do so by shop staff for the purpose of age identification.

If speaking with people who rely on lip reading, facial expressions and clear sound. Some may ask you, either verbally or in writing, to remove a covering to help with communication.

In Scotland the following exemptions apply:

Children under 5 years of age.

Staff such as drivers or checkout assistants who are physically separated, by means of, for example, screens, from passengers or customers.

Shop workers if they maintain a 2 metre distance from customers or members of the public.

Face masks Latest

Guidance for members:


Staff and Employers’ Responsibility

There is no legal requirement in these regulations for retail staff to wear a face mask.

Employers are required to carry out a risk assessment and this should be updated to reflect changes to social distancing rules, any changes in the operation of the stores and the requirement for customers to wear masks.

It may defuse any potential issues with customers who are unhappy being forced to wear a mask, if staff members are also wearing masks.

Best Practice

The NFRN recommends that members:

Display a reminder poster at or near the entrance to your store.

If your store operates a no mask, no entry policy, make sure this is clearly displayed at the door.

To diffuse any possible tensions with customers, encourage staff to wear face masks when not behind protective screens.

Always be careful not to escalate any situations. If a customer is not wearing a mask, politely find out if they have an exemption before asking them to wear one. Keep a list of the exemptions handy and ensure your staffare aware of these.

Ensure that your risk assessment is up to date.

Ensure that you have sufficient supplies of masks and hand sanitiser.

Regularly check for updates at TheFedOnline.com.

NFRN Resources

Customer focused posters, advice on completing a risk assessment and details of NFRN recommended facemask and hand sanitiser suppliers can all be found at TheFedOnline.com.

Face masks Latest

“We have posters inside and outside of our store to remind our customers that they should wear a face mask”


As the UK reached 100 days in lockdown, the NFRN’s Hardship Fund reached its own milestone by paying out more than £100,000 to members facing financial challenges from Covid-19. The Fed reports.

It is now four months since our Covid-19 Hardship Fund launched and during that time nearly 100 members facing significant cash flow or other financial challenges have benefitted from payouts.

But thanks to the generosity of industry partners and NFRN districts and branches, there is still more than £100,000 left in the fund and cash-strapped retailers can still apply for help.

Commenting on this latest milestone, National President Stuart Reddish said: “For many members the past few months have been deeply worrying and unsettling as footfall and profit has fallen away as a result of Covid-19. Throughout this time, the NFRN has been doing everything in our powers to relieve this pressure, and with the launch of our Hardship Fund we have been able to respond quickly, assisting members struggling with their finances to ensure that they didn’t get left behind.

“I am incredibly proud of our efforts and that, to date, we have been able to help 84 members by paying out £100,000. These are unprecedented times but together we will get through them.”

Helping members in the face of adversity

Get all the help you need! Applications can be made at TheFedOnline.com and are considered by a small team of officials, led by vice president Muntazir Dipoti. Supporting information must also be provided along with the completed form.

The Hardship Fund committee requires:

• Details of the Small Business Grant applied for/received from your local authority.

• Business bank statements from January to date (including statements with the payment from the local authority if already received).

• Any outstanding bills/invoices.

• Any other information you may have that supports your claim.

“With the launch of our Hardship Fund we have been able to respond quickly, assisting members struggling with their finances”

ISSUE 6 AUGUST 2020WWW.THEFEDONLINE.COM

Back on track thanks to NFRN Hardship Fund

With commuters heeding Prime Minister Boris Johnson’s advice to stay at home, business at Caspers Cafe in Warminster Railway Station plummeted and owner Jane Ham was forced to close at the height of lockdown. “The government told everyone not to use public transport and most of the trains weren’t running so we lost most of our customers,” she said.

“Like many other retail businesses, we reopened our store on Monday June 7 but it has just been me working in the shop because footfall still isn’t great.

“Our sales are down to one fifth of what they usually are and although 70 per cent of trains are back running, everyone is still being advised to not use public transport.”

Jane heard about the NFRN Covid-19 Hardship Fund when she called NFRN Connect on a completely different issue.

“It was NFRN Connect that suggested that I applied for the Hardship Fund, so I did,” she explained, adding: “Our fridge broke during the coronavirus pandemic. I need a working fridge so the money will be a great help towards getting a new one.

“It was easy to apply for the Hardship Fund and I heard back within five to six days and that included a weekend. I applied because of all the business that I have lost during the coronavirus crisis.

“Sadly, business has yet to pick up, with commuters continuing to stay away.Footfall is still dire with the government discouraging public transport,” Jane said.

Other recipients of Hardship Fund grants have used the money to pay outstanding bills, restock stores or resolve any other financial issues that they have encountered.

Latest

£235,000 in the fund

£103,400paid out

84members assisted

“I am incredibly proud of our efforts and that, to

date, we have been able to help 84 members by paying out £100,000”

The Hardship Fund in numbers

££

Hardship Fund

|19


Your NFRN membership brings with it stacks of opportunities to build and boost your profits and sales. Now, we are adding another benefit to the list - exclusive money-saving deals on your business essentials that could cut your bills by more than £1,000!

Who is Bionic?

Bionic has been helping UK business owners save time and money since 2007, and just as technology has advanced at a rapid rate over the past decade, so has the service it offers.

Combining cutting edge technology with human expertise, Bionic can help you find the best deals on business energy, broadband, phone and finance in a fraction of the time.

Bionic’s tech-enabled team just needs your business name and postcode to get started, and it will use smart data to find the right deals to suit the needs and budgets for your business.

Get switched on and save money on your business essentials

Through our new partnership with Bionic - the one-stop shop for business energy, insurance, broadband, phone and finance - your NFRN membership can now help you save time and money when sorting your business essentials. In fact, switching your business energy contract alone could save you £1,305 a year.


When switching with Bionic and the NFRN, businesses can make the following average annual savings.

Why get help from Bionic’s tech-enabled team?

2020 has been a tough year for business owners - particularly those of us working in retail - with the coronavirus lockdown and social distancing requirements affecting every one of us to varying degrees. This will continue to be the case, even as lockdown restrictions are relaxed.

Even if you’ve managed to make the best of a bad situation, the ongoing uncertainty around what the future holds will still be weighing heavy on your mind.

Now, more than ever, running a small business really can feel like battling a strong headwind. But help is at hand - the tech-enabled team at Bionic can sort your business essentials to save you time, money and help make running your business a breeze.

*For Bionic customers who made a saving on a three-year business energy contract between January 2020 and May 2020, the average amount saved was £1,305.

**For Bionic customers who made a saving on broadband or phone line between October - November 2019, the saving was on average £228.

Member Benefit

Save £1,305*When you switch business energy

Save £228**When you switch

business connectivity

Be a bright spark

Business Essentials

As an NFRN member, Bionic will help you in the following ways:

Find the best deals on gas and electricity to help cut your business costs.

Make sure your business stays connected with the right phone and broadband deals.

Find the right finance package if you need help with cash flow, new equipment or expansion.

NFRN National President Stuart Reddish said: “Alongside staff wages and stock, energy is one of the biggest expenses for independent retailers so getting the best possible tariff for that and for all your business essentials is a must.

“We are delighted to have partnered with Bionic to make sure that members are not paying over the odds for their energy, gas and telecoms costs. Checking your costs will save you time and, ultimately, substantial sums of money, which can easily outweigh your annual Federation membership fee.”

Start saving now

You can get in touch with Bionic’s tech enabled team in the following ways:

Visit the Business Essentials page on TheFedOnline.com for more information.

Leave your postcode at NFRN.bionicpartner.co.uk and a team member will call you back.

Give the team a call on 0800 860 6857. Lines are open Monday to Thursday from 9am to 8pm, Friday from 9am to 5:30pm and Saturday from 10am to 4pm.

Get in touch on Twitter @Bionic_Business, Facebook @bionicbusiness and Instagram@bionicbusiness.

Contact NFRN Connect on 0800 121 6376.


We will give NFRN members who do not have cover with The Retail Mutual a £20 Love2Shop gift card when they ask for a quote*. There’s no obligation to buy; just call us up and see what we can do to help you. Go on treat yourself, you deserve it!

How do I get my gift card?

If you are not a member of The Retail Mutual and your renewal is due in the next 30 days, simply callus on 0333 2127 263 with the code NFRN20 and get a quote for your business. We will send you a £20 Love2Shop gift card.

Not ready to renew? Just register your details on the website and we will contact you to go through a quote when your renewal is due. To register andview the full terms and conditions visit www.theretailmutual.com/NFRN20.

NFRN members now have until the end of this month to request a business cover quote and receive a £20 Love2Shop gift voucher. Mutual manager Kirsty Hampton explains more.

What is the offer and how do I get it?

The last few months have been testing for the retail industry. While a lot of businesses have had to close for customer and staff safety, others have remained open during lockdown, helping to serve the nation with essential items.

We first launched this exclusive offer for NFRN members back in March, as a little something to say thank you for choosing The Retail Mutual. But as the retail industry slowed down due to the outbreak of Covid-19, we felt people didn’t get the opportunity to participate in this offer.

It has been tough for all business owners and we want to say thank you for all your dedication and hard work during these times. This is why we are extending our offer to the end of August.

The Retail Mutual says thank you by extending its exclusive NFRN member offer


Cover options include: • Buildings and tenant’s improvement cover.• Stock and contents cover.• Business interruption cover.• Fixed glass and accidental damage as standard with buildings cover.• Employers’ liability cover.• Public and products liability cover.• Goods in transit cover.

“It has been tough for all business owners and we want to say thank you for all your dedication and hard work during these times. This is why we are extending our offer to the end of August.” Kirsty Hampton, Mutual Manager

Latest | Retail Mutual Offer

*Terms and conditions apply, find these at www.theretailmutual.com/NFRN20

Already a member of The Retail Mutual?

As an independent retailer, life is rarely 9am to 5pm and when you are busy balancing the books you need to be free to focus on your business without worrying about what’s happening in your home. Why not check out our member-only home cover offer by visiting www.theretailmutual.com/HomeSwitchReward. Terms and conditions apply.

Why choose The Retail Mutual?

The Retail Mutual has specialised in providing business cover to newsagents and convenience store owners for more than 20 years. With The Retail Mutual, you can keep your cover up to date with your business: no-fuss, no admin or cancellation fees. We understand that every business is unique, and your cover should be too.

In addition to business cover, the Mutual also offers home and residential landlord cover, plus access to a range of additional products and services designed to help make retailers’ lives easier.

Our dedicated, UK-based team is on hand to quote you today, call on 0333 2127 263. Don’t forget if you are getting a business cover quote, use the code NFRN20 to receive your £20 Love2Shop gift card.


It took over a year for the government to respond to the call for evidence on violence and abuse towards shop staff but its commitment to act on NFRN concerns about low level shop theft is welcome.

“Violence and abuse of shop staff is unacceptable and must not be tolerated”

It’s a start: Police to start prosecuting smaller scale shop thieves

Launched in April 2019, the government’s Call for Evidence set out to “understand the scale of violence and abuse against shop staff, measures to help prevent these and the extent to which existing legislation is used to tackle them.”

Some 15 months later and unveiling the government's findings, crime and policing minister Kit Malthouse said it recognised that "the violence and abuse that shop workers face can have a significant impact, not only physically but mentally and emotionally."

He added that "violence and abuse of shop staff is unacceptable and must not be tolerated."

Mr Malthouse (pictured above) also announced that he would be writing to chief constables and police and crime commissioners (PCCs) urging them to prosecute shoplifters who steal goods worth less than £200.

Welcoming this move, National President Stuart Reddish said:

“I am very pleased that the Federation’s campaign to highlight the weaknesses of having a £200 threshold for shop theft has been recognised by the government.

“We will continue to work closely with government to ensure that local police and PCCs take on board the minister’s advice.

“Local retailers who are working hard to serve their communities must be protected."


Feature Retail Crime

Speaking as recently as July 8, Prime Minister Boris Johnson called for “absolutely zero tolerance for violence or aggression towards people who work in shops”. Sadly, however, retail crime has not gone away, even during the lockdown, and since the Violence and Abuse Towards Shop Staff Consultation was launched, there were 150,000 incidents against shop workers.

While the promise to prosecute thieves for stealing goods under £200 is welcome, the NFRN finds it disappointing that the government does not believe “that the case is yet made” for a change in the law to create a new offence of assaulting a shop worker, similar to that for assaulting emergency services workers, created by the Assaults on Emergency Workers (Offences) Act 2018.

Instead, there are some recommendations to “develop the evidence base”, “work closely with the National Retail Crime Steering Group (NRCSG) to make it clear that violence against shop workers in not tolerated”, reduce “barriers to effective sharing between businesses and the police” and “understand what may be discouraging businesses from reporting crimes”.

These are worthwhile proposals, but from retailers’ responses to the Consultation, the message was clear: violence and abuse toward shop staff has increased in recent years and offenders are more likely to use violence and abuse when challenged by staff, yet only 15 per cent of crimes are reported to the police. Even worse, the highest recorded number of previous offences before an offender was given a custodial sentence was 287.

The government must make it unequivocal that police will act, that retail criminals will be prosecuted, and loopholes will be closed.

As Mr Reddish has previously said: “A worryingly small number of perpetrators are being punished while our members are working on a 4 or 5 per cent margin. An incident of shop theft can mean a business can no longer afford to function”.

It is pretty obvious, so how is this fair?

What more should the government do?

The NFRN wants the following real and decisive actions:

Greater protection for retailers attacked for carrying out the legal requirement to check a customer’s age - a job the retailer is undertaking on behalf of the police.

Improvements in technology to maximise data sharing and help both the police and the retailers play their part in the fight against retail crime, as opposed to allowing criminals to hide behind data protection laws.

Standardised evidence packs to support consistent reporting at a local and national level.

The NRCSG to be given teeth, and a real set of specific outcomes, to ensure that it becomes the centre of excellence to deal with retail crime.

“We will continue to work closely with government to ensure that local police and PCCs take on board the minister’s advice.

“Local retailers who are working hard to serve their communities must be protected."


In today’s challenging retail environment, finding new and innovative ways to satisfy your community’s needs is vital to boost footfall and build loyalty. The Fed looks at some of the options.

Small proved beautiful during lockdown with shoppers shunning the supermarkets in favour of their local independent store.

According to a YouGov survey, 80 per cent of respondents saw corner shops as essential, while almost a quarter (23 per cent) admitted to visiting their local store more frequently.

Now, as lockdown eases, the challenge is to turn new customers into regulars. Offering a wide range of services, such as a Post Office, parcels, bill payments and the lottery, can make your store truly convenient, as well as increasing the likelihood that customers using these will pick up some extra items as well.

Be more than just a store


“The Post Office is one of the most trusted brands in the UK; it is hard to think of another business that offers as many essential, everyday services, while providing a vital service to the community at the same time”

According to the Post Office’s head of network Andy Kingham: “A Post Office gives all kinds of people a reason to come into your store regularly, from parents paying their utility bills to small business owners paying in cash, and from online traders posting parcels to holidaymakers collecting their travel money. While they’re there they spend, giving you a valuable new income stream.”

Lorna Shord of Subpostmaster.com agreed. “A Post Office is a great fit in a local convenience store or newsagents,” she said. “The Post Office is one of the most trusted brands in the UK; it is hard to think of another business that offers as many essential, everyday services, while providing a vital service to the community at the same time.”

Research from HIM revealed that 68 per cent of shoppers began using a store when it added a Post Office, and one in three Post Office users buy three or more items in the shop.

With its open-plan layout and small counter next to the retail till, the modern Post Office franchise works well for independent retailers, Mr Kingham said. He added that with the past eight years seeing 40 per cent of all bank branches closing, in many areas the Post Office is the only place where customers and local businesses can do their banking. As a result, Post Office branches handled 30 million cash deposits last year.

Feature Retailer Services

The stamp of approval

Besides supplying and fitting the fascia, signage, counter and equipment, the Post Office runs social media, marketing and PR campaigns for franchisees throughout the year, with a focus on seasonal promotions and incentives, especially around Christmas. Sean Hudson of West Boldon Post Office has been a subpostmaster for nearly three years and agrees that having a Post Office does increase footfall.

To ensure that customers then spend money in the rest of the store, he and wife Kate use some clever merchandising tricks.

“Our bakery is close to the Post Office counter and the scones and fresh baked bread are always tempting - if not this time around, certainly the next time!”

He continued: “The Post Office is still a recognised brand. It stands for history, tradition, standards and trust. People are entrusting their mail and money to you and if you’re seen as a trusted partner with the Post Office that gives the right impression to your customers that you’re a stable and trustworthy business. “If you don’t want to serve your community then don’t run a Post Office. No one likes to be served by someone who they can tell sees them as an inconvenience. Valued customers are returning customers and that’s important.”

|27


National lottery operator Camelot has a network of more than 44,000 retail partners selling its products and helping to raise more than £30 million every week for Good Causes projects across the UK.

Retailers earn 5 per cent commission for each National Lottery draw-based game sold and 6 per cent on each Scratchcard sold - as well as 1 per cent on certain prizes paid out in-store. On average, National Lottery retailers earned over £7,000 in commission per store last year.

An added advantage is that most players claim their winnings in the same store they buy their tickets from - earning additional commission for the retailer - and are likely to reinvest some of the winnings in another game or other products.

Special event draws, such as EuroMillions super jackpot draws and ‘Must Be Won’ Lotto draws, drive impulse play and lead to increased footfall.

For Eugene Diamond, of Diamonds Newsagents in Ballymena (pictured left), the national lottery has been the mainstay of his business for the past 25 years.

“It is a product that we depend on for footfall and sales. A lot of people want to take part in it on a regular basis and they will often purchase other items - like sweets, drinks and crisps.

“We always highlight any winners on social media and on posters around the store. Customers will be more likely to think that they have a chance of winning and buy lottery tickets themselves.

“I especially try to highlight any scratch card winners - we’ve had a few customers hit the jackpot throughout the years.”

Camelot said that getting the most from a service is paramount to making it work for the store - and recommends that retailers maximise visibility of National Lottery products in-store. Registering for Camelot’s dedicated Retailer Hub (www.tnlretailerhub.co.uk) provides access to all the latest news and updates from The National Lottery, as well as new personalised data advising on the amount the store has raised for Good Causes and E-learning modules.

Participating in Camelot’s Site, Stock, Sell scheme, meanwhile, unlocks cash rewards and its 10-point programme helps retailers improve their in-store standards and increase sales throughout the year. There are cash prizes and last year, retailers earned over £1.2 million from the rewards scheme.

It could be you

On average, National Lottery retailers earned over £7,000 in commission per store last year



A flexible way to pay

According to Payzone, which is now part of the Post Office, offering a bill payment solution in-store extends the ‘essentials’ that retailers have at their disposal and almost always guarantees a return visit.

With over 30 years experience in the sector, Payzone works with popular suppliers such as Eon, O2, EE, TravelMaster and many more.

“Payzone has extended its services dramatically over the last six months, welcoming high-profile suppliers such as British Gas,” said Payzone retail director Martin Rouse.

“There are plans to welcome more new suppliers very soon, so once again our retailers will be able to offer even more services to their customers.”

Payzone retailers can easily process a wide range of utility bills along with gas and electric top-ups. Customers can top-up mobile phones along with rail, tram and bus travel cards. Parcel drop-off and collection, the lottery and online gaming are also valuable services that retailers can

offer to their local community through a Payzone terminal.

“The ability to offer gas, electricity and water top-ups and transactions has always proved popular within our local community,” said Dewsbury Payzone retailer Mahesh Shar, pictured below. “Having a Payzone terminal has been a great earner for us.”

To help retailers promote the services, Payzone provides free signage and showcases them across their own social media channels.

“It’s an exciting time for Payzone,” managing director Andrew Goddard said. “Together with the Post Office, we now have an expansive network across the UK and attracting lots of new suppliers, which is great news for our retailers and their customers. Our focus, first and foremost, is to continue to deliver and improve on our excellent service. That means supporting our retailers when it comes to driving footfall to their stores, and, further elevating the Payzone bill payments brand to customers so they can make payments and top-up with ease.”

“The ability to offer gas, electricity and water top-ups and

transactions has always proved

popular within our local community”

|29


The boom in online shopping has created new opportunities for independent retailers prepared to offer a parcel collection and returns service.

Customer loyalty, bigger basket spends, extra income and additional footfall are among the benefits that Hermes promises retailers joining its ParcelShops network.

ParcelShop network manager Alison Clinton said: “As more people choose to shop online, we’ve seen the demand to send, receive or return parcels from local points increase too. A large proportion of our 5,000 ParcelShops are independent retailers and they allow the local community to have a one stop shop where they can pick up their essentials as well as use our parcel services.

“A successful shop should be clean, bright and have kerb appeal as well as providing secure storage, great customer service and have point of sale inside and outside the shop to advertise the services available.”


Graeme Pentland of Ashburton Village Store, Gosforth started a parcel collection system around four years ago.

“My customers could have their parcels delivered to the store - and collect them when it was convenient for them - for a charge of £1.

“I was then approached by a DPD representative, who asked if I would be willing to accept and return parcels on behalf of its customers.

“I’m going to start accepting and returning parcels on behalf of UPS too, but I can continue my partnership with DPD,” he said. “Other courier services would only accept a partnership if I did it for them alone.”

Mr Pentland said: “Obviously you get more customers - who buy items when they come into your store - but it’s also a great way to make extra money.

“With DPD, I’d say retailers can be earning up to £50 and £60 each week.”

Just recently, 200 of Hermes’ Ambassador stores underwent a refresh, with new full front fascias, full window decals and projecting wall signs reminding customers of the company’s many parcel options at their local shop.

Nadarajah Arumugathas, owner of Coulsdon Village Stores, Croydon, said: “The new look is much brighter

and fresher. Providing customers with clear information about the parcel options in-store has made a difference here.”

Meanwhile, more than 3,500 of the 4,500 ParcelShops across the UK have a Print In-Store device, provided free of charge, to enable customers to send and return parcels quickly and easily.

Part and parcel


With our prestigious 2021 NFRN Awards now open for entry, we want to hear your business success story. Read on to find out how you can take part.

If your shop or someone you know has achieved something special over the past year, then we want to hear about it.

Once again, we are searching for members demonstrating excellence in today’s truly challenging environment and making a real difference to their communities, to the industry and to the NFRN.

Through our annual NFRN Awards we seek to recognise and reward the very best in independent retailing, showcasing their success to the whole industry.

This year there are 10 retail categories to enter and we want to hear from members - both big and small - who are delivering excellent service, range and value to their customers, creating successful and profitable operations as a result.

Put your shop centre stage

This year, besides honouring retailers demonstrating excellence in convenience and news retailing, we will be searching for those who stand out for their customer service, use of technology, sustainability and in their food to go offering.

We will also be crowning the overall Shop Local Shop Little Hero, from

the three winners who will be revealed during a special awards luncheon in October.

Opening the 2021 NFRN Awards for entries, National President Stuart Reddish said: “As the biggest and best event in the independent retailing calendar, the NFRN Awards are the ones to win.


Responsible Retailer of the Year

Customer Service Retailer of the Year

Best User of Technology

Food to Go Retailer of the Year

Sustainable Retailer of the Year

Independent Convenience Retailer of the Year

Symbol Convenience Retailer of the Year

Store2Door Deliverer of the Year

Newsagent of the Year

Community Champion

Feature

“Winning these prestigious awards gives shops significant business benefits, including an enhanced reputation among their customers and supplying partners, employee recognition and retention, and significant coverage in the local media.

“As well as giving the Federation an opportunity to reward hard work, dedication and innovation, the NFRN Awards give us a key moment to say a big thank you to members for their much-valued support.

“Every year, after the awards have taken place, members tell me that they wish they had entered. I would, therefore, urge all members to start thinking about their applications now so you don’t have any regrets later.”

Come along to our glittering ceremony

For the third year in a row, the NFRN Awards are returning to London’s Royal Lancaster Hotel - one of the capital’s most prestigious venues - for the awards ceremony, which is taking place on January 12 2021.

All finalists will be invited to attend this ceremony, which brings together hundreds of leading lights from the worlds of retailing, publishing and wholesaling, to recognise and reward the very best in our industry.

To find out more about the dinner and to book tickets please visit TheFedOnline.com.

2021Award categories

NFRN Awards

Entering the Awards is free and there is no limit to the number of categories you can enter. Visit the special NFRN Awards section on TheFedOnline.com for more details and to apply.

“The NFRN Awards gives us a key moment to say a big thank you to members for their much-valued support”


A family business

With five stores to run, Bay is heavily reliant on his army of staff - which includes his son Ellis and wife Liese - and many have been a part of the business for a long time.

“My staff are all incredible and I always invest in training to ensure that everyone is up to date with legislation,” he said.

“If you invest in your staff, it will pay off and increase productivity. Many of my long-time employees are now managers.”

Customers range from regulars from the local communityto passing trade. “I love having customers from all walks of like. It’s great being able to engage with them all.”

How investing in staff pays dividendsLooking after your employees and complying with legislation are key to a successful business, says award winning retailer Bay Bashir. The Fed asked him for his top tips on retailing responsibly.

It was 22 years ago that Bay Bashir first became part of the retail sector, buying Belle Vue Convenience in Middlesbrough. In the years since, he has opened four more stores with his wife Liese and son Ellis. All stores trade under the Go Local banner and are an established part of the local community.

Consistently going above and beyond for his employees and customers and adhering strictly to legislation has won Bay many accolades - including being named the Responsible Selling Retailer of the Year at the 2020 NFRN Awards.

Bay said: “I love running my own stores because every day is different. I wouldn’t be a part of the industry if I didn’t love it so much.”

Store Profile436-438 Marton Rd, Middlesbrough,TS4 3AA

Opening Hours:Monday - Sunday 06:00 - 22:00


LatestFFeature | Member Spotlight

Award-winning success

Crowned Responsible Selling Retailer of the Year at our 2020 NFRN Awards at London’s prestigious Royal Lancaster Hotel on January 28 this year, Bay was one of the 13 NFRN members and suppliers recognised for exceptional effort and dedication to retailing.

It was the second year in a row that he had impressed the judges by excelling at retailing responsibly and he insisted that complying with legislation positively contributes to the local community and helps to keep customers safe.

All staff members receive high quality, up-to-date training on selling age restricted products and throughout the year Bay runs his own test purchasing schemes in addition to those carried out by trading standards. Regular team meetings are held to decide if additional training is required.

“You’ve got to make sure that you have the right team from the start. It’s all about who you have around you,” Bay said.

Recalling the NFRN Awards ceremony earlier this year, he added: “The evening was brilliant. We gave all of our staff bonuses to celebrate the win. They are the ones that deserve this award - I was just there to pick it up,” he added modestly.

Rewarding the true heroes

Along with implementing safety measures within his stores to protect staff and customers, Bay has given all his employees a bonus for being “true heroes” throughout the coronavirus pandemic.

He said: “We’ve installed perplex screens, shortened our opening hours, wear masks, frequently clean surfaces and provide hand sanitiser to ensure that our stores are as safe as possible.

“My employees and customers’ safety will always come first.”

All his stores have seen an almost 100 per cent uplift in sales since lockdown.

“We have seen a huge increase in our sales, but I’d do anything for things to go back to normal and for everyone to be safe,” he explained.

“My staff have been incredible during all of this. None of them have been off and they’ve all truly stepped up.

“We gave them all double pay to make sure that they would be all right, and to reward everyone for continuing to put their lives on the line.”

1. Invest in your staff

Hold weekly staff meetings. Celebrate their hard work and success through bonuses, meals and other treats. Welcome their suggestions for improving the store. Train them - out of more than 30 staff, around 75 per cent have their own alcohol licence. They can do anything with it - open their own store, go to work elsewhere or open their own pub. As it’s a big investment, we just ask that they stay with us for a year after getting their licence. Provide a uniform free of charge.

“I always invest in training to ensure that everyone is up to date on legislation”

Bay’s top tips

To sell responsibly, Bay has the following advice for fellow members:

2. Remind customers about the penalties of not being responsible

Many people don’t know the fines for buying youngsters alcohol. We had quite a few problems with this in our store, so I needed to do something about it. We offer carrier bags that remind customers about the penalties for proxy purchasing and also that remind pregnant women not to drink alcohol.

3. Drive key messages

We share different key messages for different times of the year. Our staff are always at the forefront in creating and implementing these and we have a WhatsApp group to keep everyone up-to-date. When the kids are off school in the summer we focus on the dangers and penalties associated with underage drinking.


A rosé future: Top tips to get the most from wine and spirits

Applying for an alcohol licence may seem like a long shot but members taking the plunge are adamant there are countless benefits, such as increased footfall and sales.

Ian Handley, of Handley’s News in Northwich, Cheshire, said: “I’ve had my licence for seven or eight years and my turnover has increased by about 80 per cent.

“The increase isn’t entirely down to selling wines and spirits, but it has definitely contributed towards it.

“Selling wines and spirits certainly helps to increase footfall, and customers coming into your store to purchase them are also likely to buy additional products, so it can increase your sales too.”

Although the legal age to purchase alcohol within the UK and Ireland is 18, many stores - including Handley’s News - implement a challenge 25 policy to prevent, and hopefully, eradicate underage sales.

Ian explained: “Very few young people try to purchase alcohol without ID, and those that do are politely declined.

“We also refuse sales of wines and spirits if a customer is already intoxicated, and all of our staff are trained on how to be a responsible seller.

“It’s important to remain polite and keep your distance when refusing a sale.”

Selling wines and spirits irresponsibly can have serious implications for a business, such as hefty fines and even an alcohol licence being revoked.

“It’s so important to be a responsible seller,” said Ian.

“You don’t want to be seen as an establishment that sells alcohol to underage or intoxicated customers.

“We are a part of the local community and want to do right by them,” he added.

The Fed shares members’ tips on selling wines and spirits and how to capitalise on key selling periods.

The Category in numbers

• Combined, the wine and spirits industry is worth £21.7b - with £11.1b going through the off trade.

• Sales of wine were £10.6b in 2018.• 81 per cent of UK adults that drink alcohol • drink wine.• 2018 spirits sales were £11.1b.• 79 per cent of UK adults that drink alcohol

drink spirits.

Source: Wine and Spirits Trade Association


Topping up your success

Although wines and spirits sell well throughout the year, certain periods tend to generate more sales than others. Remaining conscious of key selling periods - and preparing for them in advance - can see stores overflowing with sales and profits.

Ian (pictured below) said: “Christmas is a busy period for wine and spirits.

“White wines and rosé are more popular during the summer, whereas red wine tends to be more popular during the winter.

“We’re fairly consistent with our deliveries throughout the year and get two deliveries each week from wholesalers.

“I also visit the warehouses myself whenever we need any additional stock, so we’re always well prepared.”

To take advantage of seasonal preferences, Ian recommends that fellow retailers think ahead.

“It’s good to try and predict what will be popular and order your stock accordingly,” he said.

“We change our promotions every three weeks andselect items that we think will be popular amongst our customers during that time.

“It’s also good that I can have confidence in the fact that whatever doesn’t sell can be returned to the wholesalers - as long as it’s unopened!”

Feature | Wine and Spirits

Rahul’s top tips

Rahul has three top tips for selling wine and spirits:

1. Have a wide range.

2. Don’t be afraid to try new lines.

3. Keep an eye on current trends so you are stocking popular products.

Lift your spirits!

As with all products in your store, promoting your wines and spirits ranges can help to boost sales and footfall.

Rahul Kirit Patel, of Budgens Colnbrook in Berkshire, has recently started using social media platforms Instagramand Facebook to market his range of wine and spirits.

“I usually keep an eye out for what products are popular, and promote them accordingly,” said Rahul.

“It’s important to have a range of products for your customers to choose from,” he said. “Try out new lines and see what’s currently popular.”

“It’s good to try and predict what will be popular and order your stock accordingly”


Booker is the UK’s leading food & drink wholesaler with branches nationwide and is proud to serve Premier, Londis, Budgens and Family Shopper retailers. Booker’s commitment to customers is to improve choice, price and service to help them drive footfall, sales and profits in their business.

Find your local branch by visiting www.booker.co.uk

Throughout 2020 we will be working together to drive initiatives which support the sustainability of the newspaper and magazine category for independent retailers, through improvements in service and product offering. We will be helping members embrace modern ways of managing their supplies through SNapp and will look to drive improvements for customers through engagement and feedback from members.

T: 0345 121 2235 www.smithsnews.co.uk

The UK’s largest commercial news publisher, with over 150 titles including the Mirror, Express, Star, Daily Record, Manchester Evening News and Liverpool Echo, as well as magazines OK! and New! Reach understands the importance and value of home news delivery (HND), working tirelessly at industry level and directly with the NFRN on projects to help build and support new and existing distribution services.

E: [email protected]

Nestlé’s wholesale & convenience team cover many iconic brands, including Nescafé, Maggi, Carnation and Nesquik. Our key focus this year is winning in drinks-to-go, with our exciting relaunch of Nescafé Azera Nitro cold coffee and the launch of Nesquik Ready To Drink. Look out for news on these products!

T: 07884 547511 E: [email protected] www.nescafe.com/

Mail Newspapers is delighted to continue its Elite Partnership with the NFRN, working with members to maintain a successful independent news category through trade events and initiatives, such as our sponsorship of the Newsagent of the Month and Newsagent of the Year awards.

T: 0345 071 2720 E: [email protected] www.myretailmatters.co.uk

How our business partners can boost your businesses

Payzone enables retailers to offer a wide range of services to their customers, from making gas, electric and water bill payments, topping-up their phones, bus and railcards to collecting parcels. With suppliers such as British Gas, Eon, and EE, retailers can increase the footfall to their store by becoming a one-stop-shop within their community.

T: 0800 0569597 E: [email protected] www.payzone.co.uk/retailers/

At Panini we only have the biggest and best trading card and sticker collections and are proud to be an Elite Partner of the biggest independent retail group in the world. For stock and for marketing materials please contact NFRN Connect.

T: NFRN Connect on 0800 121 6376 E: [email protected]

Why Barclaycard? We take every payment seriously. The perfect payment experience needs a trusted partner. We can help you take payments in-store, on the go and online. Barclaycard’s payment solutions are cost-effective, simple to use and reliable - helping members to choose the right product for their business.

T: NFRN Connect on 0800 121 6376E: [email protected]


Newtrade Media is the go-to source of information for independent retailers. Our print publications, RN, Retail Express, Vape Retailer and The Retail Success Handbook are filled with advice from the shop floor, exclusive news and industry insights that will help you grow your sales and profits.

T: 020 7689 3384 www.betterretailing.com

Our subscriber first strategy provides a fantastic opportunity to work together to drive further value for your business and real value back to the customer through working together to sell print subscriptions. NFRN members have already earned over £20,000 converting Telegraph customers to subscriptions.

T: NFRN Connect on 0800 121 6376 E: [email protected] www.telegraph.co.uk

The Retail Mutual has been collaborating with the NFRN for over 20 years to provide independent retailers with an alternative to insurance. Founded by retailers for retailers, we are dedicated to protecting you and your business. We also offer an extended portfolio of products to protect your home, your family, your staff and any landlord properties you may have.

T: 0333 2127 263 E: [email protected] www.theretailmutual.com

Post Office offers market-leading products and services in mail, banking, bill payments and foreign exchange. Running a Post Office brings all kinds of people into your retail store from parents paying their utility bills to small business owners paying in cash, and from online traders posting parcels to holidaymakers collecting their travel money. You become the shop, the bank and the Post Office in your community.

T: 03333 455560 E: [email protected] www.runapostoffice.co.uk

As the operator of The National Lottery, we are a company like no other - a commercial organisation that raises billions of pounds every year for the public good. Our overall objective is to maximise returns to Good Causes through selling National Lottery products in an efficient and socially-responsible way.

T: 0800 840 5060 www.retailerhub.co.uk

At Philip Morris Limited (PML) we have a smoke-free-vision, and you are part of it. To make the most of what we are offering during the menthol cigarette ban, register on the website www.menthol-ban-retail.co.uk. By registering, you can get the latest updates on selling our IQOS Menthol Kits, understand the impact on your business and also benefit from our free of charge menthol cigarette buy-back scheme. Join us in creating a smoke free future.

www.menthol-ban-retail.co.uk

NFRN Elite PartnersLatest

With more than 40 years’ experience helping to build thriving independent businesses, Nisa is the name that retailers trust. Our award winning delivery network, averaging 98 per cent availability, extensive product range and strong own-label brand - including over 2,000 Co-op own brand products - means that our partners enjoy unrivalled service and support.

T: 0800 542 7490 www.join-nisa.co.uk

JTI is one of the world’s leading tobacco companies and we sell some of the most well-known brands of cigarettes, cigars, hand-rolling tobacco, tobacco-free nicotine pouches, heated tobacco and vaping products with operations in more than 130 countries. A manufacturer of choice, JTI is committed to supporting retailers and wholesalers via its sales reps and with the use of tools such as www.jtiadvance.co.uk.

T: 0800 112 3401www.jtadvance.co.uk

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