Retail Focus September 2018 by Retail Focus

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SEPTEMBER 2018 : £6.75 #102

SEPTEMBER 2018/issue 102

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Gentle Monster : Sports Direct : Foot Locker : In-Store Personalisation : Outlet Centres : Rethinking the Supermarket : In & Around Brighton : Focus on Lighting : Q&A with Calum Mackay

Gentle Monster Step inside the eyewear label’s Kung Fu training ground

Sports Direct : Foot Locker : In-Store Personalisation : Outlet Centres : Rethinking the Supermarket : In & Around Brighton : Focus on Lighting : Q&A with Calum Mackay at Neal’s Yard

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contents

CONTENTS Gentle Monster

29-30

Seoul-based eyewear label Gentle Monster has opened its first European flagship store, in London, with an extra-terrestrial, kung fu theme.

41 Time to get personal

44 Outlet centres 7 8

Leader

29-38 Project Focus 49

Inspiring window displays from around the globe.

23-24 Centre stage Karl McKeever

Ever hungry to bring fresh inspiration to his column, this month Karl is taking a literal approach by talking food.

www.retail-focus.co.uk

Opinion Gord Ray, product marketing lead at Instagram, discusses how brands can adapt in-store visual merchandising principles for social media.

18-20 W indow shopping

57-66 Products

Gentle Monster : Sports Direct : Foot Locker

Diary

11-16 News

68 Focus on: Lighting

Rethinking 50 Podcast: the supermarket

In & Around... Brighton. Labelled the UKâ&#x20AC;&#x2122;s hippest city, the seaside town of Brighton on the south coast is a hive of retail activity.

Products and services for the retail industry.

Q&A

Retail Exchange Podcast host Ben Bland talks to Calum Mackay, director of international sales for Nealâ&#x20AC;&#x2122;s Yard.

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leader

welcome September ‘18 In the last issue of Retail Focus, we took a close look at the global beauty industry and the brands that are redefining retail. Growth in the beauty products market is being driven, in part, by a rising interest in personal health, fitness and wellbeing, and the same is true for the sportswear sector. According to WTiN, the global sportswear market is estimated to reach approximately US 278.7 billion by 2020, driven by several factors, including the growing level of health and wellbeing awareness, the athleisure trend and mega sports events. Debenhams is set to open its first in-store gym this month as part of a partnership with fitness chain Sweat! Adding the leisure facility is said to be an integral part of the Debenhams Redesigned strategy to deliver ‘social shopping’. Elsewhere, sportswear retailers Foot Locker (Project Focus, pages 37-38) and Sports Direct (Project Focus, pages 33-34) have committed to their offline presence with new store concepts that are designed to deliver engaging retail experiences. Nike has also launched a new store concept that unites digital and physical shopping experiences for its consumers, and further personalises the NikePlus member in-store journey. We discuss the Nike Live store concept in our article on in-store personalisation (pages 41-42). Also this month, we look at the evolution of outlet centres (pages 44-46) and bring you highlights from our latest Retail Exchange podcast: Rethinking the Supermarket (pages 50-52). We look forward to seeing some of you during London Design Festival!

Gemma Balmford Editor

Managing Editor

Editor

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Lyndsey Dennis

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Social media For subscription enquiries please email: subscriptions@retailfocus.co Retail Focus is published 12 times a year by Retail Focus Promotions Ltd, Yeomans, Bassetts Lane, Woodham Walter, Maldon, Essex, CM9 6RZ. No part of Retail Focus may be reproduced, stored in a retrieval system or transmitted in any form without permission. Please

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diary

DIARY

Fashioned from Nature V&A Museum, London Runs until 27 January 2019 ‘Fashioned from Nature’ is the first UK exhibition to explore the complex relationship between fashion and nature from 1600 to the present day. It presents fashionable dress alongside natural history specimens, innovative new fabrics and dyeing processes. From botanical embroidery to earrings made from birds of paradise, the relationship between nature and fashion is complex and often controversial. A journey through centuries of fashion that have drawn inspiration from, and plundered, the natural world through to the contemporary innovators who are directly addressing the issues caused by the industry. V_and_A www.vam.ac.uk

Fortnum’s X Frank 2018 (FXF18) Fortnum & Mason, London 10 September - 20 October 2018

London Design Festival Citywide 15-23 September 2018

VM & Display Awards The Bloomsbury Big Top, 22 November 2018

Fortnum & Mason is continuing its annual artistic collaboration Fortnum’s X Frank 2018 (FXF18) with art collector, Frank Cohen, presenting a rich body of work by British landscape artist, John Virtue. Coinciding with Frieze Art Fair and London Design Festival, the event will see 70 large-scale monochromatic works by Virtue placed across the floors of the store.

The annual London Design Festival celebrates and promotes London as the design capital of the world and as the gateway to the international creative community. The Festival programme is made up of more than 400 events and exhibitions staged by hundreds of partner organisations across the design spectrum and from around the world.

The only event dedicated to celebrating excellence and innovation in the retail visual merchandising and display sector, the VM & Display Awards bring together the UK’s most influential creatives, retailers and suppliers in celebration of their achievements over the past year. The awards include the Retail Focus Readers’ Choice Award.

Fortnums

Photo: Phillip Sinden

www.fortnumandmason.com

L_D_F www.londondesignfestival.com

VMDisplayAwards

www.vmanddisplayawards.com

the loNg-term effects

F Ca er

When you think of cancer, you may not think of it as a long-term condition. However 65% of cancer survivors say they’ve had to deal with long-term side effects during and after treatment. These long-term effects – such as persistent hair loss, depression, fatigue, nausea and loss of conﬁdence – can impact their everyday lives, including at work. Each year, almost 120,000 people of working age are diagnosed with cancer in the UK, and with survival rates improving and people retiring later, this ﬁgure is set to rise. 85% of people in work when they were diagnosed with cancer say that continuing work is important to them. However, 47% of people had to give work up or change roles, highlighting the importance of ensuring that the right support and advice is available early on to prevent staff falling out of work. However despite the need for this support, line managers are often ill equipped to offer the right level of information to help manage employees affected by cancer. Organisations urgently need to develop a health and wellbeing at work strategy that recognises the needs of rising numbers of employees with long-term conditions. This is why Macmillan has developed Macmillan at Work, which offers workplace training, consultancy and resources to help HR and line managers support people affected by cancer.

a positive impact not only on wellbeing and helping to preserve livelihoods of those with long-term conditions, but also beneﬁts organisations in retaining knowledgeable staff, as well as fostering a positive work culture and loyal workforce. The building blocks of a good health and wellbeing at work strategy include policy, training and support programmes that raise awareness and address the needs of employees, and ensuring that relevant staff (such as line managers and HR) are equipped to support colleagues affected by cancer.

To ﬁnd out about the expert training, guidance and resources Macmillan provides, visit macmillan.org.uk/atwork You can also email the team at workandcancer@macmillan.org.uk or call 020 7840 4725.

Evidence shows health support in the workplace can help prevent people falling out of work due to ill health. Remaining in work can have Macmillan Cancer Support, registered charity in England and Wales (261017), Scotland (SC039907) and the Isle of Man (604). MAC15903_2017

MAC15903 Employee Benefits ad_297x210mm.indd 3

29/03/2017 10:07

news

NEWS Selfridges launches Christmas Shop Selfridges is the first department store in the world to launch its Christmas Shop, 145 days before Christmas Day. The store’s festive campaign this year is called ‘Selfridges Rocks Christmas’ and is inspired by the iconic styles and enduring energy of rock-n-roll and pop music cultures, which will be celebrated through some thematic Christmas decorations added to the huge selection that has been partly unveiled. As in previous years, Selfridges is

launching its Christmas Shop in two phases, with phase two set to launch on 4 September with the complete, full-scale product offer. The new theme will bring a

suitably ‘rocking’ window scheme with a pop and wild party vibe, and even Santa has undergone a makeover — enter Santa’s alter ego, Rock and Roll Santa.

Whittard of Chelsea opens new Covent Garden flagship Whittard of Chelsea has opened a new flagship store in Covent Garden at 9 The Marketplace in the Piazza. Occupying 154 sq m, it is the largest of Whittard’s sites and more than nine sq m bigger than the retailer’s previous flagship store. It joins the Whittard Tea Bar, a sit-down venue serving hot drinks, champagne and afternoon tea, which can be found just across the Piazza. ‘Our new flagship in Covent Garden represents an important milestone for our business,’ says Mark Dunhill, CEO at Whittard. ‘With more than twice the space on the ground floor, a more open basement with higher ceilings and a dedicated coffee and hot chocolate room, our new store provides the ideal environment for us to offer a more engaging and immersive shopping experience. Meanwhile our Tea Bar, with its unique all-day afternoon tea menu, remains in its existing location in the South Wells basement (behind the opera singers).’ Located just a short distance from Whittard’s former home in Chelsea, the flagship store offers the retailer’s full range of tea, coffee and hot chocolate. The new store also features an expansive tasting area, where customers can sample the Whittard range.

Flash news to go here

Selfridges unveils UK’s largest eyewear destination Selfridges London has completed the transformation of its new Accessories Hall with the opening of a new 372 sq m optical destination, offering the largest number of eyewear styles on the UK high street. Designed by Alex Cochrane, the new eyewear destination conveys a sense of temple-like grandeur that is emphasised by the liberal use of luxurious, carefully sourced materials, such as white terrazzo and white marble. The use of walnut wood, rosewood veneer, glass, brass as well as felt on the walls, provides contrast to the space, as do the coloured geometrically shaped storage and display cases inserted into the walls. For all its understated and cool luxury look and feel, Cochrane has managed to create an environment that is at once accessible and serene. The department stocks more than 2,200 different eyewear styles, just under two thirds of which are sunglasses. The space also houses pre-screening and treatment rooms, as well as a lab where prescription glasses can be turned around within one hour. A new dedicated Chanel eyewear destination, selling a special edit from the world’s most wanted fashion brand, stands opposite an area conceived to showcase a curated collection of

the finest frames and sunglasses available anywhere. Launching alongside the eyewear destination is the Progressive Edit, a new go-to destination for cutting-edge handbags, small leather goods and other pieces. The space also houses a Dover Street Market jewellery space, the first standalone outpost for Dover Street Market jewellery outside of its flagship London store. The eyewear destination and the Progressive Edit sit within the new 5,574 sq m Accessories Hall, designed by British architect David Chipperfield.

The Knightsbridge Estate reveals photographic installation

VIP Globe Shopper Lounge launches in London Global Blue has opened the first VIP Globe Shopper Lounge in Mayfair, following successful launches in Milan, Rome, Venice, Madrid, Munich and Paris (pictured). The London Lounge offers brands a new and unique way to connect with VIP Globe Shoppers through measurable and multichannel marketing opportunities when they are at destination and close to their local stores. The London Lounge is Global Blue’s second largest, with four rooms across 240 sq m. Each room offers a variety of marketing opportunities, and brands will have the option to take over an entire room, allowing them to tell their story through creative means such as showcasing craftsmanship or broadcasting runway shows through VR headsets. Retailers already confirmed to collaborate with the London Lounge include MaxMara, Aquazzura, Fortnum & Mason and Longchamp, with further names to be announced shortly. Fortnum & Mason will be delivering a quintessential British tea experience and MaxMara is taking over an entire room.

The Knightsbridge Estate has unveiled a large-scale photographic installation called The Knights of Knightsbridge, as a new public artwork for London. It was created by fashion photographer and image-maker Nick Knight to surround a new landmark development project at the northern aspect of The Knightsbridge Estate, located at the intersection of Sloane Street and Brompton Road. The emerging development, currently underway behind the installation and retained historic building facade, will deliver seven flagship retail stores, commercial office space, 35 luxury rental apartments and a rooftop restaurant. The 120m-long installation is made up of an amalgamation of 18 striking fashion images by Knight, featuring highly structured ‘armour-like’ creations from luxury fashion designers including Gareth Pugh, Rick Owens, Iris Van Herpen, Yohji Yamamoto, Moncler and Maison Margiela. The visual artwork also captures highly embellished pieces from the archive of couture house Dior, by John Galliano.

Photography: Philip Vile

news

Selfridges Bullring welcomes Louboutin and Gucci boutiques Christian Louboutin and Gucci have both opened new boutiques at the Bullring in Birmingham as part of the continued investment in the Selfridges at Bullring. Christian Louboutin has launched an Art Deco-themed boutique within the department store, with neighbours including Tiffany & Co, Louis Vuitton, Jimmy Choo and Burberry. Also investing in Selfridges Birmingham is Gucci, which

has opened its much anticipated boutique. The Italian designer brand now offers its latest collections of shoes, accessories and fashion, further enhancing the luxury offer at the Bullring Estate. The transformation of Birmingham’s leading luxury destination will complete at the end of the summer, when the department store will unveil its newly refurbished personal shopping suite.

In brief... • Next has opened one of its biggest stores in the UK as part of intu Merry Hill’s multimillion pound transformation programme in Dudley. The opening comes ahead of owner intu’s plans to spend more than £100 million refurbishing the West Midlands shopping destination and building a major leisure extension. • The Shopper Agency has become part of global retail experience and manufacturer hybrid Outform. Following an equity restructure, Outform, which has 250 employees, has become a significant shareholder in The Shopper Agency, in the first collaboration of its kind entered into by either party. Becoming a group will enable both companies to strengthen their global capabilities, working together to provide fully integrated, 360-degree retail innovation solutions. • Short-term retail specialist Appear Here is launching Additions, a one-ofa-kind service to make the process of setting up shop easier than ever for brands. The service provides access to everything from staffing to furniture, which can now be found and booked all in one place. Additions is being launched with 10 partners that have been vetted for quality and selected for their ‘plug and play’ approach.

PLINTHS.LONDON and HOL Group join forces This September will see the coming together of PLINTHS.LONDON and the HOL Group in a combined venture that will see the two brands take on Paris Retail Week from 10-12 September, as well as a string of future exhibitions in London, Europe and America. The partnership will enable retailers to procure all their fixtures, fittings, plinths and accessories under one roof, as well as opening up further opportunities and expertise in design and manufacturing. PLINTHS.LONDON prides itself on delivering the highest standards in display solutions for the retail market, offering clients the highest quality fixtures that are well designed, practical and competitively priced, from plinths and platforms to cash desks and jewellery cabinets. The company’s expertise in design and

manufacturing enable it to work closely with brands, working together through initial product design and development to manufacturing and in-store assembly. It’s production and manufacturing capabilities include fabrication in metal, wood, glass, acrylic and marble, providing customers with a manufacturing solution to all their design needs. ‘The team at PLINTHS.LONDON are looking forward to an exciting year ahead working in collaboration with one of the UK’s top retail suppliers, the HOL Group. Our shared visions and progressive approach to retail VM will open up greater opportunities for all our clients across the world and we look forward to a long and prosperous relationship with HOL,’ says Richard Morris, director at PLINTHS.LONDON.

• Sofa manufacturer Arlo & Jacob has opened its new Bristol showoom — the company’s second showroom and it’s first outside of London. The new 418 sq m showroom will house an extensive collection of sofas, chairs and accessories all handmade in Long Eaton. An extensive fabric library houses 120 swatches. • Following a successful trial earlier this year, Costa Coffee has announced a national rollout of the Chatty Cafe scheme, an initiative designed to encourage conversations between customers at designated ‘Chatter and Natter’ tables in store, across more than 300 branches nationwide.

news

Skinsmiths launches first stores in the UK New Zealand skin and appearance brand Skinsmiths is expanding its network of stores across Europe. YourStudio has been working closely with the team to bring to life its first UK stores this Summer. There are four initial sites – Hanwell, Belgravia and Wimbledon and a flagship location in Clapham. Expansion plans have been set and the brand hopes to have 40 clinics across England in the next two years. YourStudio has programmed for six further sites to be open this year. The brief for YourStudio was to create a unique and distinguishable presence that Skinsmiths can call its own that will be instantly recognisable and be scalable to match the brand’s aggressive business plan. The environment is crafted and curated to ease customers into serene surroundings for their beauty treatments and every touchpoint they have with the brand has been considered. Starting with the brand mantra and understanding the depths of the brand, the space embodies empowering customers to look and feel great. Upon entering, customers are greeted with an open and inviting space which allows a conversational approach from the specialists. There is a welcome area where customers can

check-in and hold informal conversations or purchase Skinsmiths products. The treatment rooms are designed to make customers feel comfortable and relaxed with a real step change away from clinical spaces of the past. Customers can become part of the Skinsmiths community encouraging conversations, sharing beauty tips and giving women skin confidence. The stores feature a soft colour palette, and the lighting is gentle and welcoming. The furniture has been carefully selected to add texture and comfort in every space and unique British materials such as Foresso Timber Terrazzo accent the space, creating an environment customers just want to come back to time and time again.

Sainsbury’s launches till-free shopping

Starbucks opens London drive thru Coffee giant Starbucks opened a sustainable LEED-certified drive thru store at Willow Tree Lane Retail Park in West London in July. The building uses locally sourced materials and features a green living roof, energy efficient lighting and a zone-controlled heat pump, which is a more efficient alternative to furnaces and air conditioners. The new design redefines the drive thru experience with the addition of electrical vehicle chargers for customers to use. A recycled brick bar has been built in the centre of the store and runs through to the drive-thru, meaning customers can see and experience each stage of the ordering process. The concept refines the customer experience, creating an inviting third place environment for both driving and cafe customers. Ad de Hond, vice president of design at Starbucks, comments: ‘We are so proud to be opening our brand new concept store at Willow Tree Retail Park. The purpose of the new design is to redefine the drive-thru experience at Starbucks and show how Starbucks is leading the way in building more sustainable LEED® Certified stores. The store will also set a new standard for the Starbucks experience; creating genuine moments of connection for both our driving and in-store customers.’

Sainsbury’s is trialling new scan, pay and go technology at its Clapham North Station Local store. Using the latest version of the SmartShop app, customers can use their smartphones to scan their shopping as they go and then pay for it through the app, from anywhere in the store, using Apple Pay, skipping the checkout completely. Customers can already use SmartShop in 68 Sainsbury’s supermarkets. The scan, pay and go trial in Clapham will take this technology to the next level. Instead of paying for shopping at a designated till point, Clapham customers can pay for their basket even faster and from anywhere in the store. SmartShop is growing in popularity with Sainsbury’s customers – there are more than 100,000 SmartShop transactions and between 3,000 to 4,000 new customer registrations every week. ‘Technology and changing customer shopping habits have transformed the way people buy their groceries. Our teams are constantly working hard to bring new convenient shopping experiences to customers and we’re delighted to be the first grocery retailer in the UK to offer customers the ability to shop checkout-free. The latest version of SmartShop, with its new payment feature, will make it super quick for customers to get in and out of the store for those that want to scan, pay and go,’ says Clodagh Moriarty, Sainsbury’s group chief digital officer. As well as the SmartShop app, the Clapham store also has both self-serve checkouts and manned checkouts, for customers who might prefer to pay at a till. Sainsbury’s will use customer feedback from Clapham to develop and improve the experience before testing the technology in different store types and locations to learn more over the coming months.

international news

international

Image:

NEWS Hästens opens new Sleep Spa Store in hometown Swedish bed manufacturer Hästens has reopened its 852 sq m store in the brand’s hometown of Köping in Sweden after an extensive renovation. The round building, designed by architect Tomas Ericksson in 2002, will be the first store to feature the brand’s new store concept: Sleep Spa, a boutique experience never seen before in the bed industry. ‘The Hästens Sleep Spa is designed to highlight the beds and create a harmonious atmosphere when searching for the right bed. We have replaced the old

lighting with modern LED technology, and thanks to dim lighting and calm music, the visitor can truly relax. Lay down for a while, you can even take a nap if you want to,’ says Linnea Blank, retail concept designer at Hästens. Each part of the store is carefully designed to engage the senses and help the visitor to discover their own bed

preferences. All elements that can interfere with the visitor’s ability to relax and just focus on the bed have been removed. As a result, at Hästens Sleep Spa there are no bedside tables, bed linens or other accessories to distract from the most important concerns when choosing a bed: sensation and comfort are at the store format’s core.

Basketbolista launches new store concept at Dubai Mall

Gabor reveals new store concept in Rosenheim D’art Design Gruppe (Dart) has developed a new store design for its long-standing client Gabor. Located in Rosenheim where the company’s head office is based, the new mono store design emphasises Gabor’s position as a leading manufacturer of high-quality women’s shoes. Gabor is making a statement on its understanding of customers and emphasising the importance of the salesroom as an important place to meet your customers. The interior design opens up plenty of space for a slow shopping experience. Photo collages on the walls tell stories from the traditional company’s almost 70 years of history. A spacious lounge set covered with grey fabric bolsters the quality of time spent in the store and accentuates Gabor’s hospitality. The space provides a homely atmosphere and focuses on the interplay of shapes, materials and colours.

Following the success of its flagship store concept for Sun & Sand Sports (SSS) in the Dubai Mall, SSS’s parent company Gulf Marketing Group has unveiled a new concept for its Basketbolista store. Located in The Dubai Mall, the 120 sq m store has been designed by Green Room with the urban basketball court in mind. The open front of the store welcomes customers in, and the simple, rectangular format lends a nod to the court itself, with neon ceiling lighting providing further reference to the familiar lines of the basketball net’s backboard, artfully lengthening the perspective of the store. A second smaller, illuminated basketball icon heads up a brand statement at the entrance, defining Basketbolista to new customers, while a third large-scale icon in the middle of the store’s floor, reflects court lines and provides a focal point for Basketbolista’s latest collections. Taking centre stage, a bleacher-like tiered table features animated mannequins that bring the display to life. Alongside, hero product is presented in a showcase accompanied by a museum like description, enticing customers and giving them reason to try the coolest new product on offer.

visual Flashmerchandising to go here

Inspiring window displays from around the globe

Selfridges For its Eye See campaign, Selfridges installed a window that explores the idea of looking at the world through a new lens. Created in collaboration with Seen Displays, the scheme features a playful table setting curved up the side of the window scene, with colourful picnic and glassware defying gravity. Meanwhile, REDValentino garments are draped over oak chairs to mimic dinner guests. The campaign coincides with the launch of the new optical destination.

Lululemon Beautifully intricate loom frames adorn the windows at Lululemon’s London stores, including Regent Street, Covent Garden and King’s Road. The athleisure brand briefed VM studio Lucky Fox with creating a transitional window that would allow it to showcase a range of different collections across the summer period. Inspired by the weave and stitch of Lululemon’s iconic stretchable yoga wear collection, the raw steel frames are each interlaced with more than 100m of bungee cord and tower over three metres high. The scheme has a neutral palette of muted colours, alongside concrete-effect back walls and flooring, to complement a range of different collections over the summer season.

Uniqlo The Kid’s Collection window at Uniqlo on Oxford Street has a woodland theme, featuring natural materials. The retailer worked with Bright Leaf Visual Merchandising to design, produce and install the scheme, which is brought to life via layers and layers of plywood. A large tree provides the centre piece to the window while smaller animals, such as deer, foxes and squirrels provide intrigue. It is the first time the clothing brand has devoted an entire window to childrenswear.

visual merchandising

Fenwick of Bond Street The Piping Hot window display at Fenwick of Bond Street features scaffolding style shelves and waste pipes sprayed in various colours. The waste pipes bend up, down and across the windows as well as attaching to the exterior of the building. The effect is a stunning contrast of industry layered with sophistication. The scheme was created in collaboration with Propability.

Macy’s This autumn, US department store Macy’s is helping kids kick off the new school year in style with its Time to Shine campaign. The retailer is inspiring customers to shop back-to-school fashion, beauty and home essentials with its ‘Macy’s Presents The Edit’, curated by fashion office insiders, inspiring window displays and in-store events across the country. ‘The start of a great school year begins with the excitement of back-to-school fashion,’ says Cassandra Jones, senior vice president of Macy’s Fashion. ‘With our incredible assortment of fashion-forward styles, beauty and even dorm furnishings and basics, we want to give students a time to shine, helping them look and feel their best while boosting their confidence in and out of the classroom.’

Penhaligon’s

Photography: Bill Waldorf

Halfeti, from British perfume house Penhaligon’s, draws inspiration from the lavish goods traded with Turkey by the Levant Company; exotic florals, spices, soft leathers and precious fabrics. It is named after the stunning black roses that grow on the banks of the Euphrates river in the Turkish village of Halfeti. To promote the fragrance and draw visitors to the pop-up space in the beauty hall at Selfridges, Penhaligon’s worked with Planarama to create a window display that remained in-store for a week. The scheme was produced from acrylic and gives the illusion of the characters floating.

visual merchandising

See more window schemes at

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Hackett Distorting perspective of the summery and colourful streets of Parsons Green in London, layered, textured and detailed façades support Hackett’s most recent launch of Classics Reinvented. The window display was created in collaboration with Harlequin Design and stars Jeremy Hackett’s Sussex Spaniel, Muffin.

Saks Fifth Avenue In celebration of New York Fashion Week, Saks Fifth Avenue dedicated its flagship windows to American designers that will show their collections in New York City in September. The retailer selected the best in American fashion brands, ranging from contemporary designer to heritage collections, and asked designers to create windows reflecting what NYFW means to them.

Liberty London The latest window scheme at Liberty London is designed to coincide with the store’s Alternative Fragrance Festival, which takes visitors on a sensory journey through the Liberty fragrance edit. ‘Fragrance is the beating heart of the Liberty Beauty Hall, filled with bottled masterpieces that excite, delight and challenge the long-held conversations of perfume,’ says a spokesperson for Liberty London. ‘The Alternative Fragrance Festival celebrates the artists, composers and visionaries behind fragrant works of art. We invite you to join us to discover a series of sensory installations, talks and immersive events, showcasing breathtaking breakthrough examples of forward-thinking scents.’

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CENTRE STAGE pop & display

Standout POP displays from around the globe The Tea Tailor at Harrods SDI Displays has created this Tea Tailor fixture, located in Harrods’ Roast & Bake Hall. The display is used as a ‘smelling station’ for customers who are looking to tailor their tea. They will work with a dedicated tea tailor who will create their perfect blend. SDI produced this entirely in-house using both the company’s joinery and metalwork facilities. The dark oak finish is a match to all of the brand’s fixtures within the department. The brass metalwork was plated in a brushed brass finish, which is also an exact match to the rest of the department’s real brass fixtures. The acrylic topper has been screen printed with the ‘Tea Tailor’ wording for customers to navigate the area easily. The glass bell jars were also supplied by SDI Displays.

www.sdidisplays.co.uk

Philipp Plein at Galeries Lafayette Designed by architect Claudio Pironi, the new Philipp Plein pop-up at Galeries Lafayette in Paris is a cube of wonders, where the eclecticism of Pironi complements the rock soul of Plein Maison. The space features the RVS #1 limited edition motorbike exclusively designed for Plein by MV Augusta. The pop-up includes exposed pipes that create an industrial atmosphere in total contrast with the luxury of the objects and materials used in the other stores of the brand such as black marble, white wall panels and a Swarovski crystal chandelier, giving visitors an almost displacement effect. At Galeries Lafayette, the structure is covered with shocking pink methacrylate panels, giving a mirrored effect that confers depth and volume to the whole space. Brightly coloured LED lighting and signs embody techno art.

www.studiopironi.com

pop & display

CENTRE STAGE

Photography: Mark Blower

JW Anderson at Selfridges JW Anderson has opened a space at Selfridges, with design, production and build by Acierta. This wavy space, which was built in a previous season, was covered with a 10m-long curtain with a printed image of a sunset. The vibrant blue and orange colours are the perfect background to showcase the brandâ&#x20AC;&#x2122;s AW18 collection. To display the different bags, Acierta built a 2m sculpture simulating a spiral staircase, made of steel and wood.

www.aciertaretail.com

Off-White at Harvey Nichols Italian streetwear and luxury fashion label Off-White has revealed a branded space in Harvey Nichols, designed by Hello Flamingo in time for the launch of the newly opened first floor. Working with typically industrial materials but with a high-end sensibility, Hello Flamingo created a bespoke display table, with the base made from more than 150m of real copper tube, and bespoke cardboard boxes creating the illusion they were supporting the brushed stainless steel top. The finishing touch was an oversized Perspex branded panel, featuring brushed steel laser cut lettering.

www.helloflamingo.co.uk

column

Karl McKeever

Good enough to eat Ever hungry to bring fresh inspiration to my column, this month I’m taking a literal approach: by talking food. It’s been a little over two months since I made a firm commitment to myself to eat more healthily. The result has been a summer filled with food exploration, tantalised taste buds and, best of all, the feeling of being re-energised, leaner and fitter for the hard work that lies ahead as retail gets back to business after the summer break. My recent personal journey begged questions not only about what kind of food I should be eating for lunch or dinner, but also the question of ‘what kind of retail experience I want when I go food shopping’. Due to pressures of work it’s all too easy to reach for that quick fix that provides an instant hit of satisfaction. But all too often, you’re still left feeling empty. Sadly, it’s a similar, all-too familiar story in retail too. There are big changes ahead for UK grocery retail. How will the Carrefour and Tesco strategic alliance develop? Will the expected launch of the latter’s new ‘Jack’s’ format really challenge the big discounters? What lies ahead if the CMA gives the go-ahead to the planned ‘Sainsda’ merger? Who else, perhaps, does Amazon have on its radar? And, if it does swallow a UK supermarket up, will the effect be a positive one? In less than 12 months, Amazon has all but taken over in-store messaging space within Whole Foods Market in the US, with the arrival of the ‘Turquoise Invader’ (blanket in-store promotion of Prime membership). The result is so in your face that it’s hard to escape. In fact, you almost forget that it’s even a food business — a far removed experience from what Whole Foods has built its reputation, and experience, upon. There is an undoubted and growing trend for high-quality, niche, boutique supermarkets that specialise in fresh and regional indie grocery brands. Travel beyond these shores and there are many great examples that demonstrate just how much we’re being short-changed by our supermarkets in the UK. So that’s what I did. In search of the answer to what really makes a supermarket worth visiting, I stopped off in Faro and Dusseldorf to experience two particularly great examples. The first of these is boutique Portuguese supermarket chain Apolonia. Its proposition genuinely impressed me. In store, there’s Karl McKeever is founder and managing director of visual merchandising and brand delivery consultancy Visual Thinking.

Email Karl at karl@retailfocus.co karlmckeever www.visualthinking.co.uk

a whole range of edible wonder available. It serves the right mix of basics, smaller hard-to-find specialist indie food brands (from European and British), and of course, great service. In terms of overall offer, it has the feel of a deli supermarket. Creating differentiation through range and quality, Apolonia is very similar in concept to, but very much better than, even the best Waitrose store here in the UK. For many years, Waitrose was held up as Britain’s finest example of grocery retailing. Out of all the big UK supermarkets they were the last to expand, and made themselves deliberately better. But the current issues at Waitrose are well documented. For me, many of its troubles are a result of it becoming the polar opposite of the original brand intent. While it still does some things well, it has morphed into too much of a ‘me too’ and needs to rediscover the identity that once made it great if it is to re-establish both its offer and relevance. Another retailer that adds more than a dash of something special is Zurheide Feine Kost in Dusseldorf. Last month I was invited to meet its senior management team and explore the jewel in its crown — the ‘Food Adventure’ Store, which opened in March. I don’t want to give too much away (I’ll be talking about this concept more in the coming weeks) but the attention to detail in store is breathtaking. No expense has been spared. It’s expansive, refined, cultured and lavish. As well as the expected key departments — produce, bakery, dairy, ambient and household consumables — it features an array of eateries, with everything from a premium beef bar, to vegetarian restaurant, gin bar, olive pressing station, take-away bakery and even a hydrophonic salad section (one for a Google search). During my visit, retail standards were visibly and slavishly maintained; in the same way you would expect a Michelin star chef to run his kitchen. And as in a restaurant, presentation is everything. The methods used were subtle, with each product type tastefully and discretely differentiated through design. Refreshingly, there is an emphasis on imaginative VM and display features, rather than promotional activity — all reinforcing food preparation, provenance, ingredients, taste and enjoyment. Later this month, it will open its doors on a Sunday for one day only to welcome paying (yes, paying) guests as part of a regional food festival. Tickets cost 1,000 Euro. Would I buy one? Honestly, I would — I was left in no doubt that the experience that lies in store really would be worth it. These stores really awaken my senses and put the joy back into grocery shopping. It was certainly a welcome antidote to the altogether bland experiences back home. Visiting supermarkets in other countries, you realise just how uninspiring most British supermarkets are. Most are still consumed by the race to the bottom to be the lowest on price, yet there’s a whole world of more interesting colour, flavour and taste, aesthetic as well as culinary, that could and should be whetting our appetites. Someone in the UK just needs the vision to serve it up.

project focus

Gentle Monster Argyll Street, London Design: In-house Opening date: July 2018 Store size: 385 sq m

Following the launch of a pop-up shop at Selfridges in June, Gentle Monster has opened its first European flagship store on Argyll Street in London. The Seoul-based eyewear label has once again created a gallery-like retail space, immersing visitors in a total sensory experience. With focuses on product, space, styling, campaign and service, Gentle Monster aims to deliver a radically new and innovative eye for design. These principles are addressed not only in the design of its sunglasses, but also in the design of its stores and creative projects. The 385 sq m store at 28-29 Argyll Street

is spread across two floors and has a Kung Fu theme, focusing on martial arts practice, intertwined with extra-terrestrial creatures. Visitors are immediately transported into a Kung Fu training ground run by alien life, to the sound of a sacred gong that chimes in time with the trainees' regime. The training ground is bordered with waterfall video installations of artist Ryoici Kurokawa's 'Octfalls (2011)', which have been re-edited in collaboration with Gentle Monster. 'The waterfall embodies serenity and the meditation that follows martial arts practice,' explains a spokesperson

project focus

for Gentle Monster. The space is also filled with various plants which act as the energy source for the sacred gong. The in-store experience is heightened downstairs, where guests enter a Kung Fu battleground surrounded by a bamboo forest. The arena hosts the Kung Fu Championship battles and also holds the champions hall of fame. Commenting on the store design, Gary Bott, managing director of Gentle Monster, says: 'Often our store concepts may begin with simply an idea that we like and expand upon. Whilst the art of kung fu alone is visually striking, aliens visiting Earth and discovering kung fu then interpreting this on their home planet creates a unique customer experience beyond imagination.' The aliens are inspired by earth tones of shaolin temples, bamboo forests and Asian villages, which inform the colour palette of ochre, sand, sienna and gold. Meanwhile, traditional materials used in store range from straw and wicker to plush metallic cacti (the power source for the ceremonial bronze gong). Gentle Monster launched in 2011 under the philosophy of high-end experimentation and has grown significantly with stores in Korea, China, the US and Singapore.

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project focus

Sports Direct West Thurrock, Essex Design: The One Off; Brinkworth Opening date: July 2018 Store size: 9,290 sq m Retail giant Sports Direct has unveiled its new multimillion pound 'Beyond Sport' store concept at Lakeside Retail Park in West Thurrock, Essex. Designed in collaboration with The One Off, the 9,290 sq m site includes dedicated lifestyle areas with video technology, an enhanced USC fashion store and an adjacent luxury Flannels store. In a fast-paced project spanning 12 months, The One Off worked with Sports Direct and its brands to deliver a total revolution of the in-store experience. 'The new Sports Direct store focuses on an elevated customer experience and an enhanced premium value offer,' explains Sally Smith, client services director at The One Off. 'The design concept combines easy-to-shop product displays, improved in-store communication and navigation with functional aspects such as large-scale changing rooms, and a universal fixture system allowing leading brands prominence in store.' A key focus for the concept was to

deliver a dedicated womenâ&#x20AC;&#x2122;s destination in store, enhancing the appeal to women. 'To support this, and her journey through the store, the team have introduced female lifestyle photographic and video imagery to work alongside the diverse range of products available,' says Smith. The new concept sees a categoryled approach, with open drive aisles and clear sight lines. A universal merchandising system ensures each brand has equal prominence, making it an easier shopping experience for customers. Densely merchandised unitary has been replaced with kit that better balances stock quantity while retaining the choice and value

expected from Sports Direct. 'The Sports Direct customer base are extremely loyal to the brand,' continues Smith. 'The new store will enhance the experience of those customers, while appealing to a new broader customer on the search for the most premium range of products at the best possible price.' Footwear walls are key destinations in store, each with bespoke graphics to help support the range of products on display. In response to customer feedback, the new store also features a number of gender-neutral changing rooms, complete with 360-degree digital mirrors. 'The Beyond Sport concept has involved designing

project focus

from the ground up to create a retail store that focusses on the needs of both the customer and store staff,' explains Richard Collier, creative partner at The One Off. 'A flexible retail system allows brands to easily showcase new products whilst ensuring the store remains agile with the ability to be updated quickly and cost-effectively. Key areas include the home of football area with club zone, recharge areas for both men and women, and a playful graffitiinspired kids zone with selfie mirror.' The USC streetwear and fashion concept on the first floor has been recreated by design agency Brinkworth, and positioned as 'US Collective', to include a new brand-edit featuring leading fashion labels such as Champion, Tommy Hilfiger and Diesel. 'We are working to create the ultimate shopping destination for the lifestyle consumer, spanning football boots all the way to luxury fashion,' says Michael Murray, head of elevation at Sports Direct. 'The premium space we have developed at Thurrock enables us to give customers a compelling and diverse opportunity to shop.'

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project focus

Foot Locker Marble Arch, London Design: the rpa:group Opening date: July 2018 Store size: 647 sq m

Having opened its largest Power Store concept in Europe in June at the Liverpool One shopping centre, Foot Locker has now brought the format to Marble Arch in London. Situated beneath the historic Cumberland Hotel, the two-storey space delivers an engaging retail experience, combining premium product and elevated in-store presentations, as well as enhanced customers experiences and events. Working with design studio, the rpa:group, the sportswear and footwear retailer developed the new Power Store concept to inspire shoppers, build community and provide a seamless, techfilled shopping experience for consumers. The design celebrates key elements of the local architectural heritage of the store, and uses slim modular profiles for product and brand activations to provide an airy and lightweight feel to the monumental space. Foot Locker has also partnered with local creatives to celebrate youth and sneaker culture in London. On both the mezzanine and basement level, for example, local street artist Tommy Bates has produced specially commissioned murals inspired by the capital and its relationship to sneaker culture. This also

project focus

sets the tone for how Foot Locker will tailor the store to the local community, including featuring photography shot on location in London throughout the space. The 'London - We've Got You Covered' brand message dominates both static brand graphics and digital presence on the large LED screen at the main entrance. 'Digital activations and graphic branding intuitively bind the space together and provide varied storytelling opportunities,' says a spokesperson for the rpa:group. At the heart of the ground floor is a framed structure that combines high impact display, focal product and digital activations. This core display incorporates a framed mesh walkway over the mezzanine void with glazed balustrades, maintaining transparency throughout. A dedicated Xbox Experience Zone will be part of the store for three months, inviting gamers to test their skills on the console.

Shoppers will also have the opportunity to create their own personalised controller via the Xbox Design Lab. Commenting on the new store, Nick Jones, vice president and general manager of Foot Locker Europe, says: 'London is one of the most creative cities in the world,

a cultural melting pot and the perfect destination for the latest iteration of our evolved retail concept. With the new Marble Arch store, not only will we continue to inspire Londonâ&#x20AC;&#x2122;s sneaker fans, we will also collaborate with young creatives and celebrate creative expression.'

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personalisation

department stores

Time to get personal

Customers expect the same personalised experience across all channels, finds Retail Focus.

Text: Gemma Balmford

Left: Nike Live is a new store concept inspired by, and built as a hub for local NikePlus members.

‘Major ecommerce retailers such as Amazon, Netflix and Spotify have all conditioned consumers to expect personalised recommendations, offers, shopping journeys and content,’ asserts Dave Stark, CEO of retail technology company, Conversity. ‘As a result, the pressure for brick-and-mortar retailers to offer in-store personalisation has never been more significant.’ According to research by Accenture, 91 per cent of consumers are more likely to shop with a brand who recognises them by name, remembers their preferences, and provides them with relevant offers and recommendations. A separate survey by Yoyo and YouGov found that more than half of 18-34 year olds would be willing to share personal data with high street retailers in return for a more personalised customer experience, while BCG suggests that brands that create personalised experiences by integrating advanced digital technologies and proprietary data for customers are seeing revenue increase two to three times faster than those that don’t. Conversity also conducted its own study, which shows that consumers expect consistency of a customer journey across all channels, and they expect personalisation in-store similarly to when they shop online. Earlier this year, Amazon opened its first Amazon Go check-out free grocery store in Seattle, and with speculation that it could launch in the UK by the end of 2018, Stark believes a new era of retail is coming where personalised, automated product recommendations and innovative shopping experiences become

the norm. ‘Alongside innovations such as cashierless supermarkets, we’ll see automated recommendations — where data from social media or loyalty cards is leveraged to provide product suggestions in real time while a customer is browsing — soon become a regular feature of the shopping experience,’ says Stark. ‘This information could also be delivered to salespeople advising customers via a tablet on the shop floor.’ ‘Customers have come to expect high levels of service in store, and the pressure is on retailers to deliver this,’ claim Nigel Collett and James Breaks of design studio the rpa:group. ‘If they can adapt each experience to the specific needs of a returning customer, then so much the better. This is when technology becomes a retailer’s best friend, because blending data and innovative technologies properly can create the ideal customer experience.’ Beauty retailer Sephora is one company that is embracing data to deliver a personal in-store experience. The global cosmetics chain came out on top of Sailthru’s inaugural Retail Personalization Index, which ranks retailers on customer experience and personalisation. ‘Sephora was the top ranked brand because of their advanced approach to personalisation across all channels, including in-store,’ explains Marielle Habbel, general manager (EU) of Sailthru. ‘What the Sephora team does so well is use digital channels to both drive online purchases and drive to retail stores

personalisation to learn more and access new features and content in their Nike App homepage. Personalised experiences are becoming increasingly important, as consumers become more accepting of — and expectant of — the overlap between digital and physical worlds, claims Justin Bowser, chief operating officer of software-as-a-service company HTK. ‘Everything is personalised these days, why should shopping be any different?’ There are a number of tools that brands can use to augment and personalise the in-store shopping experience, with the most impactful ones being those that engage the store associate, who can then engage the consumer, believes Habbel. ‘Staff remain the most effective tool in delivering personalised experience,’ agrees Watts. ‘Although a complete stranger lacks the background info on you (data), a well-tuned, attentive empathetic human can usually get to the right solution more quickly and effectively, for now.’

This page: Nike by Melrose features a number of digitally led service offerings, designed to match the needs of neighbourhood consumers. It also uses the new Nike App at Retail service, allowing Nike Plus members to reserve product to in-store digital lockers, and scan product barcodes to learn more.

through a number of advanced features like augmented reality apps layered with product recommendations and calls to action to book an in-store consultation.’ Brands that are leading the way in data-driven personalisation have a very deep view of their customers, claims Nathan Watts, creative director at retail consultancy, Fitch. ‘These brands build loyalty by offering truly useful or convenient services to its customers, and in turn, the customer is willing to give up it’s data, and so creating a virtuous circle.’ One of the most effective methods of capturing customer data is though customer apps, says Watts, as demonstrated with Nike’s new Nike Live store concept, which is powered by insights gained from NikePlus member activity and buying patterns across the brand’s suite of digital touchpoints. The first store — Nike by Melrose — opened in July and is a uniquely curated home for NikePlus members and the style, sport and speed-obsessed consumers of LA. It offers city-specific styles, all of which is determined by Nike digital commerce data, to serve local NikePlus members exactly what they want, when they want it. ‘Nike Live stores are specifically designed to be a service hub for local NikePlus members,’ said Heidi O’Neill, president, NikeDirect at the opening of Nike by Melrose. ‘We’re thrilled to be opening up Nike by Melrose and bringing the best of Nike products and offerings selected for this community. As well as being the first Nike Live destination, we will also test services that can then roll out to other Nike stores, combining digital features with a unique physical environment to create the future of Nike retail.’ The store concept was created to unite digital and physical shopping experiences for Nike’s consumers, and to further personalise the NikePlus member in-store journey. It uses Nike’s new Nike App at Retail Service, which allows NikePlus members to reserve product to in-store digital lockers, scan product barcodes

‘Staff remain the most effective tool in delivering personalised experience’ Nathan Watts, Fitch

retail outlets

Outlet centres:

From factory outlets to retail, leisure and lifestyle destinations. Text: Gemma Balmford

The future of outlet centres lies in a hybrid offer and more urban locations, finds Retail Focus. Retail outlets are increasingly on the agenda of shoppers, landlords and investors, according to a report by Savills and Seven Dials Fund Management. Historically, these retail destinations were predominantly located out of town, with large car parks and a drive-to appeal, notes the Retail Revolutions report. However, it seems two key changes have occurred in the last decade. ‘First, the offer in most schemes are no longer factory seconds or end of line products,’ says Tom Whittington, retail research director at Savills. ‘Secondly, the outlet proposition has become increasingly leisure orientated, with more schemes being developed in central and urban locations.’ Lifestyle Outlets, which owns Gloucester Quays and Lowry Outlet in MediaCityUK, Manchester, recently appointed Savills

to its planned £100 million mixed-use development at Glasgow Harbour. The 32,516 sq m retail and leisure outlet is expected to open in 2021 and will incorporate retail space, restaurants and cafes, a waterfront promenade, cinema, gym, family leisure facilities, public square and event space. ‘Shopping has evolved to become a

major leisure activity,’ says Jason Pullen, managing director at Peel Lifestyle Outlets. ‘We are creating the next generation of outlet destination by delivering a balanced combination of exciting leisure and entertainment with a strong retail offering. Our Lifestyle Outlets are fourth generation outlets and far removed from soulless factory outlets. Glasgow Harbour Lifestyle

retail outlets

In June, Springfields Outlet opened its £1.2 million leisure destination, Adventure Land. ‘The leisure expansion at the centre provides an extensive range of family friendly attractions to complement the mixed-use destination’s strong retail offer,’ adds Sanderson. For Whittington, creating a fully hybrid offer that blends outlet with leisure, F&B and full price retail is the next step in attracting a wider range of visitors, increasing sales and ultimately turnover and profit. ‘We see further scope for outlet centre development in more urban settings, working in harmony with other forms of retail and leisure,’ he says. In London, LDO led the way in urban outlet development as part of Quintain’s £3 billion regeneration of the Wembley Park area. Opened in 2013, it was one of the first UK outlets to be truly mixed-use and embedded at the heart of an urban scheme. This October, a new 19,510 sq m premium urban outlet will open under the tented roof of The O2. ICON Outlet will comprise 85 stores and 3,252 sq m of new restaurants, cafes and bars, providing accessible premium fashion and lifestyle brands such as Hackett, Ted Baker, Crew Clothing and Aspinal of London. It will also offer retail services such as personal shoppers and stylists, concierge luggage drop and a deluxe tax back lounge. ‘Urban outlets such as ICON Outlet at

Main image: ICON Outlet will open in October under the tented roof of The O2, London. Above: Brands such as Osprey are investing more money in their outlet store fit-outs. Below, left: Gunwharf Quays, owned by Landsec. Below, right: McArthurGlen is currently expanding its Ashford Designer Outlet.

Outlet will have a multigenerational appeal, as operators are supported by events, activities and performance space.’ The Savills and Seven Dials Retail Revolutions report suggests that the typical size of UK outlet centres has grown from 7,430 sq m in 1995 to 13,000-18,580 sq m in 2017, largely driven by an increasing leisure offer. Further research by FSP indicates that the inclusion of a leisure offer is becoming increasingly important in driving footfall to a scheme. ‘The increasing importance of an integrated, experiential, F&B and leisure offer, alongside a retail provision plays a key role in defining a centre as a destination,’ maintains Ian Sanderson, director of Sanderson Leisure and Retail, which operates the Springfields Outlet in Lincolnshire.

retail outlets

The O2 combine the choice, convenience and value of online with the inspiration and engagement of the very best of physical retail,’ says Marion Dillion, leasing director for ICON Outlet. ‘In addition, the location of ICON Outlet will allow retailers to go one step further as the breadth of offer is also easily accessible to large numbers of consumers through excellent transport links.’ ‘Top retailers are starting to include outlet as part of a three-pronged success strategy embracing full price stores, online and outlet,’ claims Sue Shepherd, centre manager at LDO. ‘The growth of internet shopping means that customers expect to be able to shop year-round at a discount, rather than wait for the traditional sales periods. Outlet centres are able to offer customers the tactile experience of physical stores and an experience that isn’t possible online.’ Adrian Nelson, group leasing and brand development director at McArthurGlen, agrees: ‘Historically, the outlet industry solved the problem of leftover stock. That is still an important part of our role, and never more so than in today’s world of fast fashion. But, we have evolved to become a valuable retail channel in a multichannel world.’ McArthurGlen has three developments currently underway in the UK, which collectively represent a £290 million investment. These include expansions to its existing centres at Cheshire Oaks near Manchester, and Ashford near London. In 2020, the designer outlet operator will also open its seventh UK destination at Cannock, near Birmingham, with Phase one delivering 80 stores. ‘We don’t just build shopping centres; we build architecturally designed retail environments that elevate the shopping experience for our visitors,’ says Nelson. ‘We understand that great architecture and design gives a sense of place, and we have a long-established heritage of drawing inspiration from regional architecture, while working with some of the world’s most celebrated architects.’ Brands and retailers with outlet stores are also investing in better quality shop-fits. ‘Retailers know that fit-out is a fundamental part of the overall shopping experience,’ says Jack Busby, senior portfolio director, outlets at Landsec, which owns and operates Gunwharf Quays, Clarks

‘We see further scope for outlet centre development in more urban settings.’ Tom Whittington, Savills

Village, Braintree Freeport, Junction 32 and Hatfield Galleria. ‘Typically, the more money invested in fit-outs, the more customers come through the door. Outlet stores no longer look like the poor relative to the full-price store; brands are keen to offer a similar level of luxury and finesse. We have seen this in our new stores with Reiss and Osprey at Braintree, as well as Jack Wills at Clark’s Village.’ Whittington agrees that many outlet stores now look as good as their full price stores. ‘Factory seconds are only a modest part of the offer and some brands even produce outlet specific firsts to differentiate from their high street offer. So, the product is better and the environment must match it. Experience is fundamental to the consumer journey and store environment is part of that. A more expensive fit out is inevitable, however, that doesn’t mean that the fit out costs match that of the high street, only that the gap has narrowed.’ ‘We know that times are tough for the high street and outlets will not be exempt from changing trends,’ notes Busby. ‘However, destination outlets are among the best placed retail assets for this market; they offer value and experience, all in one.’

Top to bottom: LDO led the way in urban outlet development; Springfields Outlet recently opened its £1.2 million leisure destination: In 2020 McArthurGlen will open its seventh UK destination at Cannock, near Birmingham.

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opinion

Make the most of your virtual shop window Gord Ray, product marketing lead at Instagram, discusses how brands can adapt in-store visual merchandising principles for social media.

It’s no secret that social media has changed the way we shop, as well as how businesses market their products to customers. Getting this right in everything from shop window displays to store layouts is critical. But, with more than half of store purchases now influenced by digital channels, what does great visual merchandising look like on social media? Social media is no longer just about the discovery of new products or brands. When we launched Shopping on Instagram back in March, our aim was to give brands the opportunity to do business on the platform and continue to showcase their products in new and inventive ways. More than 200 million people now visit one of the 25 million business profiles on Instagram everyday, so what can we learn from the brands doing visual merchandising well on Instagram? When used in the right way, social media provides an opportunity to inspire customers and drive sales.

Tell a story Effective in-store displays show how a product might look or work using mannequins, signage or graphics. Social media’s capacity for visual storytelling makes it perfect to bring this principle to life online with an increasing number of formats allowing for brands to make the most of a range of content. For example, with more than 300 million

people using Instagram Stories every day to explore and share their passions, this fresh format is quickly changing the way that businesses can connect with customers to drive sales. In fact, a third of the most viewed stories on Instagram come from businesses. While branded content in Feed is often professionally styled, the best Stories content should be raw and unfiltered, giving a glimpse of a brand’s personality. In Feed, Instagram Shopping tags and captions can be used to deliver extra product details. You may have seen how fashion brand @Primark uses captions to provide extra information on product availability and pricing in a distinctive brand voice. It then uses Instagram Stories for more light-hearted content, including beauty product testing and behind-thescenes glimpses of events and fittings.

Colour is King Using strong colours can help attract consumers to products and can make or break visual displays in store and online. Organising products by colour has proven effective in encouraging customers to look through more stock and notice products which would otherwise be ignored. Colour blocking your online content with creative flat lay images or carousel posts can add visual impact and draw the viewer’s eye to key products. Stationery brand @kikki.K is a great example of using colour blocking to great effect.

Focus the eye Examining in-store displays from the customer’s point of view is a critical part of effective store layouts. If products aren’t at eye level, they’re not going to be seen, or bought. Similar rules apply when viewing products on a screen; in the western world,

the eye will naturally scan from left to right and top to bottom, so place your hero products in prime position to get them noticed first. @Yoox expertly applies the rule of thirds to create dynamic product visuals. In both product flat lays and lifestyle content it frames images so they can be segmented three ways either horizontally or vertically, a technique that is effective in drawing focus to the right places.

Give your products context Stores group their products together by lifestyle. Rather than keeping fashion in one place or beauty in another, mixing these elements together creates more engaging spaces and sells an holistic image. Lifestyle imagery is the visual merchandising equivalent on social media. Creating content that shows how different products in your catalogue will work together is a great way to inspire followers. @Made.com creates beautiful, authentic lifestyle content by curating its Instagram Feed with images of products submitted by its customers, as well as working with influencers to take a glimpse into their stylish homes.

Deliver the unexpected Retailers are taught to put an unexpected prop in their window or in-store displays to catch the eye and create intrigue. On social media, unexpected props can also play a role in stopping a scroll in its tracks, whether that’s a post in your feed or delivered through an advert in Stories. Beauty expert @illamasqua has become well-known for producing unexpected ‘scroll stopping’ images for its social media channels, challenging traditional make up tutorials with daring looks to make its mark.

#retailexchange

RETHINKING THE SUPERMARKET Does the current UK supermarket format need to change? Text: Lyndsey Dennis

Participants:

Ben Bland Host

Sarah Fairhurst design director, Dalziel & Pow

In the latest issue of the Retail Exchange podcast series, participants discuss whether the concept of the supermarket in the UK is broken. Does the current format need to change? Can a trip to the supermarket be an ‘experience’, and which supermarkets are maximising the use of their space?

Is the concept of the supermarket in the UK broken, and if so, how do we fix it? ‘I wouldn’t say it’s broken but I think, like many retailers in different market sectors, for a long time their businesses were pretty stagnant and there was one model, so whether you were a clothing retailer or a home retailer, the consumer could, typically, expect the same under a different brand name. But, of course, in supermarkets now there are many different types of model and I think the challenge is for a business to decide which of those models does it want to fit within, or if it’s creating a new one, how to do that quickly and effectively,’ says Karl McKeever, founder & managing director at Visual Thinking. ‘I completely agree with Karl; I think the concept of the supermarket in the UK isn’t broken, but I think that retail is in flux and there’s big changes in what the customer expects from retail spaces today, and people have different expectations of brands. I think supermarkets need to address that, so they need to address the balance of experience and look at what they can offer that online can’t offer,’ says Sarah Fairhurst, design director at Dalziel & Pow. ‘It’s definitely not broken, but I do think the idea of one-size-fits-all is never going to be the same again. We have local pressures and if you take two different types of customer bases where we have the emerging customer, which is the younger

Michael Heanue joint managing director, M Worldwide

Karl McKeever founder & managing director, Visual Thinking

‘If you look at Europe, I think they’re a step ahead of the UK.’ demographic, much more demanding and much more fickle and less loyal, and wanting to actually get more out of the supermarket experience everyday in all kinds of ways in terms of the channel integration. But then we also can’t lose sight of the fact that we have a value driven model requirement. So, if we’ve got young families, we’ve got people who are working to a budget, we still need to be sure that those people are catered for, so we’ve got those people who do still want to do the weekly shop. I think there’s both coming through and I can see retailers having to stretch their line or their proposition to accommodate both, because we’re going through that period of massive migration, transition,’ says Michael Heanue, joint managing director at M Worldwide.

Can single supermarket brands be all things to all people, or do you think it needs a divergence, even more than there is already? ‘My feeling is that a lot of the big players can’t choose one lane, they’re going to have to work with both. That can be something

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which they might think they can sort of dial up and dial down, but I think it’s too hard for them to say, we’re just going to be catering for this young demographic. There are too many people out there who need the value shop and vice versa; we can’t sit back and just accept that the world’s going to be the same and the big shop on a Thursday evening is going to happen forever, it’s not,’ believes Heanue. ‘I partly agree with that and I also think there’s a case almost arguing the complete opposite,’ says McKeever. ‘If you look at someone like the discounters, be it Aldi or Netto or any of their kind of similar brands, Lidl, Aldi and Netto have all got one thing in common in that they have, essentially, one format. Typically, smaller stores are a very edited assortment and inventory, and those stores are chosen very carefully in terms of the local demographic, whether that’s a particular area which is for neighbourhoods, or whether that’s infilling with a site within a city which is not well served. So, I think in those situations, what those brands are demonstrating is that you actually don’t have to choose multiple lanes, you can actually just be very accomplished in a single lane and actually drive very hard to get the results that you want. I think the problem is for those brands which are more established, 7 here in the so what we would typically describe as the “big four” UK, where they have a very mixed estate and they have mixed

‘Retail is in flux and there’s big changes in what the customer expects from retail spaces today.’ 51

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locations and mixed demographic and they have mixed formats, and in some ways they’ve contributed to their own woes because by growing hard at different points in time, where they’ve either wanted to have city centre sites, out-of-town sites, retail park sites, and now even motorway service sites, in many ways they’ve created their own difficulties within their own history. So, I think simplification in some ways is what the Germans teach us, and simplification is what many big businesses are always striving to do but of course, that comes at a cost. Often it means closing sites, going for less market share, going for smaller stores, so that you can focus on one format alone.’ Fairhurst adds: ‘I don’t think currently the UK supermarkets are doing enough when you look at some of our competitors. If you look at Europe, I think they’re a step ahead of the UK.’ ‘In what way?’ asks host Ben Bland. ‘In terms of innovation. I think in terms of experiences within the supermarket spaces, particularly if you look as far as places like Seoul and Tokyo, some of those Far Eastern supermarkets, I think they’re actually innovating faster, they’re creating better experiential spaces for their supermarkets than we are currently experiencing here in the UK, and I think that’s possibly because there’s more differentiation, more of a defined purpose, maybe, for those brands,’ replies Fairhurst.

Supermarkets as experiences – does anyone think that? ‘I think the truth is people don’t,’ argues Heanue. ‘There is still sort of an every week task nature to some of this, but that said, as Karl touched on, about the sort of legacy of the current estate, there’s an opportunity, which I think a lot of the UK grocers are working on to create more experiences in their spaces, because they have to, because they’ve got these third party spaces which they’re starting to really do so much more with. They’ve got a legacy where they have to fill that space and create more of an event. It will have a really good cafe, it will have other third-party opportunities, for example, Sainsbury’s with the Argos and Habitat stories. They are things that will drive footfall and they create more of an experience which is more of an event.’ ‘The growth of online shopping obviously has had a huge impact on supermarkets and the convenience element that supermarkets used to own has now been taken over by online,’ adds Fairhurst. ‘So you can shop so easily every week, you can do your grocery shop without ever going to a supermarket. What the retailers then need to look at is how they drive footfall to their stores again. So what can they offer that’s an experience? As Michael was saying, is that an Argos, is it a third party retailer, is it a cafe? Is there an opportunity for an increased or better restaurant offer within our UK supermarkets as well, to give a reason to drive footfall again, because they can’t just own that convenience thing in the physical spaces themselves,’ So, do some of the big retailers just have too much physical retail space, asks Karl. ‘Instead of trying to repopulate that space with third party brands, I noticed recently Tesco has an initiative where they’ve introduced a Next store into one of its supermarkets as well. Is there a need for another Next store within a Tesco? Who knows. The question is, does Tesco need as much physical space

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‘There are too many people out there who need the value shop and vice versa.’ as they have when they can have all of that online space as well for that extended catalogue? We shouldn’t be afraid to ask some big questions here and I think, do we have too much grocery space when so much of that space now is also being taken up by physical delivery traffic on Britain’s roads?’ If there is surplus space within supermarkets, what should they do with it? Should they be trying to get rid of it and shrink the size of their stores? ‘I can guarantee that every CEO of the big four would never have the same estate they have today,’ maintains Heanue. ‘They would have a much cleaner, simpler story. But the reality today is that they have got this legacy estate and they have to make it work, and that’s where we’re seeing innovation and ideas and creative solutions to work with that space. At least for the next five to 10 years while they hang onto these sort of large formats, they’ve got to make them work and sweat the asset.’ ‘But I think this is where some creativity and imagination on behalf of the supermarket owners and local councils and developers could all come together,’ believes McKeever. ‘We know in Britain there is a huge crisis in terms of housing and there is an immediate need for more housing in its city centres. Perhaps with some of this excess space which exists within some of the retail sectors — and supermarkets have lots of it even in terms of redundant car parking provision which is not fully occupied — perhaps some of those store spaces that are not required could actually be redeveloped in terms of some form of compact, affordable housing, mixed-use development, thereby you’ve actually got a society and a community that’s living together onsite, and the two actually cohabiting very comfortably together. There’s a Sainsbury’s store in Camden that for many, many years was a trailblazer for this initiative, having a mixed-use development where you actually had living accommodation and supermarket space in the same development and the two are self-sustaining.’

Notable examples of supermarkets using excess space well ‘I would go back to my Far East earlier references,’ says Fairhurst. ‘In terms of useful benefits for the community, they’re answering that pretty well. I’ve seen supermarkets that have crèches, good restaurants, cookery schools, done in a way that benefits the community, so they don’t feel like superfluous kind of add-ons that don’t really benefit. I think they are there to enhance the brand. They’re there to help drive that purpose, but they’re there to benefit the community and they’re helpful services.’

To listen to the full interview, visit www.theretailexchange.co.uk

brighton

BRIGHTON Labelled the UK’s hippest city, the seaside town of Brighton is a hive of retail activity. Nestled on the south coast of England in East Sussex, Brighton attracts millions of visitors every year for its beaches, nightlife, music and art scene, and quirky shopping areas. The Lanes near the seafront are characterised by narrow alleyways following the street pattern of the original fishing village. The Lanes contain predominantly clothing stores, jewellers, antique shops, restaurants and pubs. Renowned chocolatier Choccywoccydoodah began life in Brighton, and the brand’s original store is still located in the Lanes. The North Laine area is a retail, leisure and residential area immediately north of the Lanes. Taking its name from the field that was once situated to the north of old Brighton, the North Laine contains more than 400 independent shops, cafes and entertainment venues. Churchill Square shopping centre spans 44,000 sq m and houses more than 80 stores, several restaurants and 1,600 car parking spaces. It was built in the 1960s as an open-air, multilevel pedestrianised shopping centre, but was rebuilt and enlarged in 1998 and is no longer open-air. Further retail areas include Western Road and London Road. Steeped in rich history, the London Road area is also home to the country’s oldest working cinema and has become a draw not just for its fresh food and eclectic retail offering, but also great music, galleries, studios, workshops and theatre. Brighton’s Open Market is home to more than 50 of Brighton’s very best local producers and creators. With a strong focus on fresh nutritious foods and ethical products, the market offers a huge mix of local produce, locally made products from fashions to jewellery alongside homewares, world foods and more. Brighton Marina is the largest in Europe, and a key shopping

Text: Lyndsey Dennis

Retail neighbourhoods destination for visitors. The marina is home to the largest fair trade shop called Love that stuff. Here you will find hand loomed clothing as well as jewellery, gifts and accessories for the home made by 41 producer groups from developing countries. The marina also offers a wide variety of restaurants, pubs, bars and cafes to help shoppers rejuvenate. Boxpark has submitted plans to Brighton & Hove City Council to transform Madeira Terrace in Brighton into a retail and leisure destination. The project aims to revive the crumbling Victorian arches, and create a world class retail and leisure development, incorporating a new premium hotel operator. The development would see the arches augmented with a new building and urban green spaces that would aim to substantially increase commercial performance in the area by creating hundreds of jobs and encouraging international tourism to Brighton and Hove. ‘As a Brighton and Hove resident, I’m passionate about the regeneration of our outstanding seafront. Madeira Terrace is the embodiment of the Victorian grandeur that saw Brighton become the UK’s favourite seaside destination,’ says Boxpark founder, Roger Wade. ‘Our proposal aims to redevelop this much loved area to create a year-round retail and leisure destination to be enjoyed by local residents and visitors to the coast alike. We’re looking forward to the opportunity to work with Brighton & Hove City Council, local stakeholders and businesses, and our development partners over the next 12 months to explore how we bring the Boxpark concept to Brighton, whilst retaining the architecture and heritage that our seafront is synonymous with.’ Exciting times ahead for Brighton’s retail scene. Boxpark has submitted plans to Brighton & Hove City Council to transform Madeira Terrace into a retail and leisure destination.

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FLOORING Havwoods Havwoods has introduced the new Axe Chopped planks to its Relik collection. Available in three distinctive finishes of Ruby, Sapphire and Topaz, this intriguing sculpted surface is marked with blows from a variety of metal axe blades, giving the boards a truly individual motif of dents, scars and notches. Expertly crafted using genuine reclaimed oak, each piece of wood is sourced from authentic age-old structures, starting life in rural France as cladding and structural material for traditional commercial mills. Each board is then lovingly hand repaired by skilled craftsmen and transformed into engineered planks, ready to begin the next phase of their life as floorboards or wall cladding. T. +44 (0)1524 737 000 E: info@havwoods.co.uk www.havwoods.co.uk Twitter: havwoods

Interfloor Interfloor has introduced new premium edgings offering a high-end addition to its existing Gripperrods range. The new Premier floor edgings are available in modern finishes that will complement the current trends in luxury home accessories. The Premier range includes a very on-trend brushed steel nickel or an elegant bright chrome which will co-ordinate well with other accessories, light switches and door handles to ensure a seamless finish. Both finishes are available in five specialist trims designed to provide the perfect solution for all types of materials. T. +44 (0)1706 238 810 E: sales@interfloor.com www. interfloor.com Twitter: Interfloor1

Tarkett Tarkett has supplied flooring for the new restaurant at Donington Park. Working closely with Kinnersley Kent Design and Alex Bugler (APA Contracts), Tarkett created a smart and eye-catching design using a combination of safety flooring and luxury vinyl tiles. Tarkett provided 144 sq m of Safetred ION Linen in Sky Blue for the preparation areas and behind the counters, as well as 62 sq m of Safetred Natural in Rock Steel for the serving areas. Both provide a hardwearing yet attractive flooring option, incorporating superior particle enhanced R10 slip resistance — offering both safety and practicality. For the highest spec areas they selected Tarkett’s latest innovation in modular vinyl tiles — iD Supernature — a new collection using advanced in-house digital printing technology. Around 620 sq m from the Patina Concrete design in Ashen, Anthracite and Silver colourways were selected in conjunction with KDD to complete its design vision. T. +44 (0)1622 854 000 E: uksales@tarkett.com www.tarkett.co.uk Twitter: TarkettUK

Moduleo Moda in Pelle has undergone a stylish transformation thanks to luxury vinyl flooring manufacturer, Moduleo. Dark Country Oak wood-effect flooring from Moduleo’s popular Impress range proved the perfect blend of style and substance for contractors, Paramount Projects, leading the refurbishment at the Henley store in Oxfordshire. The brief called for a warm, inviting space, while being mindful of the heavy footfall associated with such environments. With a slip resistance rating of R10 and at least a five-year guarantee in commercial settings, the floor will stand the test of time, while offering a high-quality finish for years to come. T. +44 (0)1332 851 500 E: salesuk@moduleo.com www.moduleo.co.uk Twitter: ModuleoUK

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FLOORING Walls and Floors Walls and Floors has just released the next step in keeping wood effect tiles quirky, current and interesting with its colourful new collection of Nyans Tiles. A range of six wood effect designs, these plank-shaped porcelain tiles come in a handful of colours that are untypical of wood. Customers can choose from trendy pink, indigo and teal hues, as well as grey, taupe and white options. Porcelain tiles are extremely durable and more resistant to scratching than wood. They’re also water resistant, easy to clean and zero maintenance, eliminating ongoing treatment and waxing that natural wood can demand. T. +44 (0)1536 314 730 E: customerservice@wallsandfloors.co.uk www.wallsandfloors.co.uk Twitter: wallsandfloors

Kährs Two scandi-inspired oak designs, Nouveau Lace and Harmony Shell, have joined the Kährs engineered wood flooring range. With natural knots, cracks and sapwood, Nouveau Lace embraces a rustic feel. Combined with a white stain, the design emits scandi charm. Lace joins Kährs’ Classic Nouveau collection of bestselling one-strip designs refined through brushing, staining and a distinctive bevel. Mirroring the design of Nouveau Lace is Harmony Shell. Creating a linear effect, Shell’s three-strip format works well in smaller spaces, giving the illusion of a larger, more open space. T. +44 (0)23 9245 3045 E: sales@kahrs.com www.kahrs.com Twitter: KahrsHardwood

Karndean Designflooring Karndean Designflooring is expanding its Opus collection with six new modern and contemporary designs including three woods, three stones and two smaller ‘herringbone’ tile designs. As well as expanding its limed wood effect designs, Opus now presents mixed material and limestone designs for the first time. Fabrica features classic knots and cross-sawn markings subtly displayed for added definition. Columba and Avena are designed to offer a neutral limed palette for commercial environments. Joining already popular grey and poured concrete stone designs, Opus welcomes Fumo, Argento and Lutum as its new limestone offering. T. +44 (0)1386 820 104 E. commercial@karnean.co.uk www.karndean.com Twitter: KarndeanComm

Junckers Junckers’ new Twin Herringbone floor is an updated version of a much-loved classic — a solid wood floor with a pre-finished surface, easy to install and at a favourable price point. Twin Herringbone has an authentic pattern and lively, natural look. Delivered with a hardwearing factory-finished surface ready to walk on as soon as it is installed, the new floor doesn’t have to be sanded, filled and treated after installation. The new collection is available in solid ash, beech, oak and black oak, and is ideal for use with underfloor heating. T. +44 (0)1376 534 700 E. enquiries@junckers.co.uk www.junckers.co.uk Twitter: junckersfloors

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VM & DISPLAY Propability Scenes of Harry Potter and the Fantastic Beasts films have been reconstructed in the windows of Hamleys. One window is based on the Fantastic Beasts bank scene, while others include a platform from Kings Cross station and a large scenically painted cut-out of the Hogwarts Castle together with hand-strung wands suspended on black wires, The design process was handled by Propability, as well as teams from Warner Brothers, Noble and Hamleys. T. +44 (0)20 8687 1030 E: info@propability.co.uk www.propability.co.uk Twitter: propabilityuk

Andy Thornton Gandy’s recently-opened flagship store in Covent Garden extensively features retail display fittings sourced from Andy Thornton. Clothes, travel accessories and flip flops are displayed throughout the store on industrial-style shelf units, school-style benches and simple garment rails, crafted from a mixture of steel and wood in an antique painted finish. View the complete range available from Andy Thornton at www.andythornton.com T. +44 (0)1422 376 000 E. sales@andythornton.com www.andythornton.com Twitter: andythorntonltd

Backlash Holland & Barrett has launched an integrated £1.5m campaign called ‘The wonder of Manuka’ to encourage transparency within the Manuka honey industry, during which its Marble Arch flagship has been renamed ‘Honey & Barrett’ for four weeks. Holland & Barrett is already one of the biggest sellers of Manuka, and is adopting new stringent guidelines that it says will help reassure customers they are buying the genuine article. The Marble Arch store features an interactive window with giant life-like Manuka flowers bursting through its storefront and immersive sounds filling the air of Oxford Street. T. +44 (0)7879 751 662 E. info@backlashcreative.co.uk www.backlashcreative.co.uk Instagram: backlashcreative

StackaWraps StackaWraps, the UK specialist manufacturer of oversized 3D photo realistic replicas, is continuing to revolutionise the world of semi-perm retail merchandising units with the introduction of its new 3D Shelfies product. Shelfies have been designed to create maximum impact in busy retail, exhibition and event environments, or anywhere where a brand needs to stand out from the crowd. By combining a stunning photo realistic printed stretch fabric cover with a lightweight and strong internal frame it has created a brand new form of freestanding display and stocking unit. StackaWraps can take any 2D photographic image and turn it into a fire-resistant wrap, which is zipped up tightly over a bespoke frame made from individually shaped bulkheads that create an accurate skeletal contour. T. +44 (0)161 410 0352 E. hello@stackawraps.com www.stackawraps.com Twitter: StackaWraps

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TECHNOLOGY NEC Display Solutions Europe NEC Display Solutions Europe has launched its latest MultiSync V Series, a family of huge display surfaces designed to provide the most natural and realistic image rendition. The new ‘pixel-free’ displays are designed for digital signage in retail, entertainment, museums, meeting and conferencing, and industries such as manufacturing, engineering, leisure and hospitality, and many more. The V Series is available in three extraordinarily-large sizes: 75in, 86in and 98in. Users can take advantage of life-size digital canvases for all their advertising, presentation or signage needs, providing a crystal-clear and fully immersive experience. T. +44 (0)870 120 1160 E: infomail@nec-displays.com www.nec-display-solutions.com Twitter: NEC_Display_EU

G-SMATT With G-SMATT’s smart, interactive media glass, the shopping trip becomes a memorable experience. Imagine glass feature walls playing dynamic video content, shop fronts that can detail the latest offers, or a shopping centre with glass balustrades showing information or running interactive games that people can play from their mobiles. For an innovative pop-up solution why not consider one of the company’s G-Tainers; a combination of smart glass within a steel modular system. The only limit on how you use G-SMATT media glass is your imagination! T. +44 (0)1865 688 221 E. info@g-smatteurope.com www.g-smatteurope.com Twitter: g_smatt

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Futura Retail Solutions is making GDPR compliance one step easier for users with a new data module designed for easy manipulation and editing of customer data en masse, ensuring speed and accuracy for customer data management. The new GDPR module extends the functionality of Futura4Data, a suite of time saving tools with a flexible user-friendly interface to import and export bulk data in Futura using files rather than manual data entry. With extensive data validation it helps to improve productivity and accuracy for otherwise time-consuming data entry and editing tasks.

From the external facade, along the aisles through to the warehouse, StoreView from CA Design Services brings potential changes in branding, formats and layouts to life. Adding clarity and context for the viewer with an engaging 360-degree experience. Empowering your team, whatever their size or location, to explore the store in question and communicate, demonstrate and review proposed changes from their desk. StoreView eliminates the cost and time of travelling using any web enabled device - PC, Mac, tablet or smartphone.

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LIGHTING Applelec Applelec’s OLED panels in rigid and flexible forms provide new possibilities in lighting design and are seen by many experts as delivering more human-centric characteristics than other lighting solutions. As a uniformed surface light source, OLED features low glare and their blue light levels are much lower than conventional LEDs. The light produced by OLED has spectral power distributions close to natural daylight, making OLED ideal for places where natural light is limited. Due to the thin and lightweight structure, the homogenous light source can be seamlessly merged within product or design compositions, and the flexible panels can be curved into extraordinary shapes. T. +44 (0)20 8236 3010 E: reggiani@reggiani.co.uk www.reggiani.net Twitter: reggianilight

Sylvania Sylvania has designed and installed a new lighting solution at POD’s Chiswell Street branch in London. By taking a fresh approach and combing the latest products with the SylSmart wireless control solution, Sylvania has significantly improved the in-store customer experience. Solutions used include track-mounted Concord Mini Continuum II LED linear luminaires, Concord Beacon XL Muse spotlights, Concord Beacon GOBO Projectors and Lumiance LED strip lighting, all of which were enabled by Sylvania’s SylSmart system. T. +44 (0)800 440 2478 E: info.uk@sylvania-lighting.com www.sylvania-lighting.com Twitter: Sylvania_Light

Iconic Brand Licensing Iconic Brand Licensing has taken the concept of increasing brand awareness to a new level. Recreating the concept of a lightbox to allow businesses to highlight their brand or promotion in store, at the office and particularly at home where the lightbox is a particularly trendy furnishing. the Iconic Lightbox has the benefit of interchangeable screens printed in high definition, allowing several messages to be shown at different times. The low voltage back lit display will catch the eye of anyone in the vicinity ensuring a very low cost per view. Whilst a retail package may involve many thousand lightboxes and multiple screens with each, Iconic Lightboxes are also available as a personalised item with printing and stock held in Plymouth. This has the additional benefit of ensuring that delivery can be a matter of days rather than weeks, depending on the quantity. T. +44 (0)203 633 1510 E. info@iconiclightbox.com www.iconiclightbox.com Twitter: IconicLightbox

Reggiani UK Lighting from Reggiani UK is providing the right effect for the external illumination of The Village, a £13.7 million addition to The White Rose Shopping Centre in the Beeston area of Leeds. The scheme, incorporating the company’s Envios fittings, has created a stunning lighting solution that is efficient and flexible within a unique and eye-catching criss-cross suspended grid design. The new extension includes an 11-screen cinema, children’s play area and six new restaurants all set in a stylish outdoor community space. The area will also be used to host various seasonal events. T. +44 (0)20 8236 3010 E: reggiani@reggiani.co.uk www.reggiani.net Twitter: reggianilight

@retailfocus

StarscapeFibre Optic Lighting

Star panels in production for Christmas windows. Contact us for more information. The all new Stormforce Forester 01462 672 000

sales@assigns.co.uk

www.assigns.co.uk

starscape.co.uk 01289 332900 info@starscape.co.uk

lighting

focus on lighting

Understated elegance Designed and manufactured in the UK by Hacel, Linear Light 5 is a clean, understated LED system delivering an exceptional level of light quality and performance. Linear Light 5 offers a UGR <19, maximising visual comfort whilst promoting energy efficiency. A range of versatile control options are available for Linear Light 5, and Hacelâ&#x20AC;&#x2122;s dedicated and experienced lighting design consultants can assist and advise on your lighting control

requirements. Integrating new products and technology with imaginative and intelligent lighting schemes ensures every need is met.

www.hacel.co.uk

The lighting scene is awash with energy efficient options to bring the best out of products on display, guide customers and complement store interiors. In this issue we have sourced a selection of discreet solutions that focus attention on products and provide versatile options for retailers.

Hole in one Lighting Design International has designed the lighting scheme for the recently opened shop at Skibo Castle golf clubhouse in Scotland. The scheme is entirely LED and combines decorative lighting, recessed and surface mounted downlights, track mounted spotlights and lighting integrated into the joinery and architecture. Working alongside the interior designer, the decorative lighting was carefully selected to suit the space. Two large chandeliers sit within the skylight, and as well as providing eye-catching central features were modified to conceal directional spotlights that could be used to accent light retail displays below.

www.lightingdesigninternational.com

Small but perfectly formed Concord Tide is a range of linear luminaires for retail, museums and galleries. Combining the latest LED technology with optimised lens technology, Tideâ&#x20AC;&#x2122;s miniaturised lighting units can be housed within existing track or alternatively recessed into a ceiling to provide a unique architectural lighting solution. Its discreet design helps create a near invisible solution that focuses attention purely on the display or exhibit being viewed. There are three ways the Concord Tide can be represented; Symmetric for subtle ambient lighting around perimeters, Asymmetric for vertical illuminance and wall-washing, and Double Asymmetric for corridor applications where both sides need to be lit. Additionally, Concord Tide is available as a non-dimmable solution as standard or as a DALI dimmable version for those who want to create varying looks and ambiences.

www.sylvania-lighting.com

lighting

Writing’s on the wall The Sign Group has launched NeonPlus Slim, 20mm thick, perfectly even, illuminated faux neon letters and shapes. They are currently available with Pure White 6,500K LEDs, but can be covered with any translucent vinyl to give you whatever colour your clients need. They are designed and manufactured to be used inside and outside as standard, so there’s no real limitations to them. They are as equally ideal for shop facias as they are on a perfume counter as POS, much the same as traditional neon but without the potential risks associated with it.

www.neonplus.co.uk

Under the spotlight Sylvania has worked with Mazda to implement a stylish new lighting scheme to reawaken the interior style of the Mazda Warrington car dealership. The new scheme embraces Mazda’s corporate philosophy and features award-winning lighting solutions, alongside an intuitive and technologically advanced lighting control solution. The new lighting controls empower the staff to adjust the light levels and set scenes both automatically and at the touch of a button, displaying the cars like never before and enabling energy savings during night time hours.

www.sylvania-lighting.com

Immerse yourselves ‘The Foscarini Rooms’ is an immersive lighting experience that explores colour. Unveiled for the first time during London Design Festival in September, Foscarini will take over ONEROOM Gallery in Shoreditch and saturate every room with colour. Three different scenarios will lead visitors through an immersive installation that expresses the character of the Foscarini collections in a completely surprising way. In addition Foscarini will preview its new Colour collection. The project is designed and curated by Carlo Ninchi & Vittorio Locatelli of Oneroom.

www.foscarini.com

Rock solid Sapphire from Ecolighting is one of the company’s most popular LED luminaires for use in commercial and industrial environments. Manufactured by Ecolighting in the UK, Sapphire features high output chip-on-board LEDs and an OSRAM driver encased in a linear body with a polycarbonate diffuser, all rated IP54. The 1,500mm-long luminaire comes in four power ratings of 40W, 50W, 60W and 80W, with up to 9,600 lumens, a colour temperature of 4,000K and colour rendering of RA80. Designed for surface or suspension mounting, Sapphire has an impressive efficacy of 160 lumens per watt and can be specified with a number of sensors to maximise energy saving in installations.

www.ecolightinguk.com

directory

DIREcTORIES

www.retail-focus.co.uk/directory Visit the Retail Focus online directory at www.retail-focus.co.uk to discover a comprehensive list of the UKâ&#x20AC;&#x2122;s leading retail suppliers. Each listing contains indepth company information together with inspirational images, video footage and informative press material. You can also link through to company websites and connect with suppliers through Twitter and Facebook. The Retail Supplier Directory is divided into a number of categories, such as design agencies, point-of-purchase, lighting, props and surfaces, to make the site easy to navigate. To feature in the online directory, contact Terry Clark on 0845 6807405 or email terry@retailfocus.co

directory

Aluminium Fittings

Specialist Stockist of Aluminium Extrusions and Mild Steel Fittings for the shopfitting industry. Extensive stock held of: *Slotted uprights *Aluminium slatwall *Perimeter Sections *Corner sections *Design and bespoke service. T: 01273 582241 E: sales@diasystems.co.uk W: www.diagroup.co.uk S. www.twitter.com/DesignsinAlumin

Aluminium Fittings

Bespoke Display

Design Consultancies

Axis design, develop, manufacture and install bespoke retail display solutions. We’ve worked with the biggest names on the high street, but approach every project in the same way, with the maximum thought for your brand, products and sales environment.

Kendu is a European company with over 18 years of experience in pioneering in-store visual solutions for retailers. We design, manage and manufacture in-house to guarantee the best results. Visit our new office and showroom in Hackney Wick, London.

We are a global retail agency. Visual Thinking develops strategy, skills, hearts and minds to deliver retail excellence and transform brand performance.

T, 020 3260 3888 E. info@axiseurope.com W.www.axiseurope.com/retail S. www.twitter.com/AxisEuropePlc

Bespoke Display

T: +44 (0)20 373 55 258 E: info@kendu.com W: www.kendu.com S: www.twitter.com/kenduinstore

Bespoke Display

T, +44 (0) 1788 543 331 E. mail@visualthinking.co.uk W. www.visualthinking.co.uk S. www.twitter.com/shoptactics

Design Consultancies

MicroSlat is a strong versatile 25mm fine pitched aluminium slatwall system. With a bespoke range of components it can be used to build unique and interesting displays or add value to existing designs.

Original suppliers of display fabrics, textiles, PVC and polycarbonates for retail displays and exhibition stands since 1934 Backgrounds have been our background since backgrounds began and B Brown have more than 400 in stock.

Walker Bros (Elland) Ltd is an Engineering Manufacturing company specialising in sheet metalwork and plastic fabrication. We supply precision metal and plastic products, components and light fabrications to a broad range of industries and markets throughout the UK and Europe.

IGNITION is an independent creative company Our multi-disciplined team work together to deliver exceptional retail and commercial environments, global exhibitions and brands.

T. 01325 351 276 E. sales@microslat.com W. www.microslat.com S. www.twitter.com/MicroSlat

T, 08705 340 340 E. customerservices@bbrown.co.uk W. www.bbrown.co.uk S. www.twitter.com/luvbbrown

T: 0 01422 310767 E: sales@wbelland.com W: www.wbelland.com

T, +44 (0) 1179 725168 E. victoria@ignitiondg.com W. www.ignitiondg.com

Audio Visual Integration

Anna Valley looks to help guide clients with their audio visual decision making by offering high end impartial advice and help manoeuvre them through the current “minefield” of different technology and services available to them. This process then enables them to have a clear vision of what they are actually striving to achieve within the budget available to them and then provides a full range of services in the delivery of that vision.

Bespoke Display

Hello Flamingo is a creative company for the retail and event sector, specialising in window displays, in store solution, POP ups, project management, design, manufacture and installation for bespoke projects at our fully equipped manufacturing workshop.

Brochure Holders

Design Consultancies

Brochure Holders International Limited is part of the global Taymar group recognised as a leading manufacturer of premium quality injection moulded leaflet holders and display solutions. Committed to on-going product development the Taymar group offers one of the world’s largest collections of ‘clear view’ wall, floor and counter standing brochure displays.

We are TWO Visual, the retail agency specialising in visual merchandising. Led by brand directors Jeanette Cheetham and Brendan Gordon we provide everything retailers need to make their brands visually dynamic, whilst improving team and commercial performance.

T: +44 (0)1473 229250 E: sales@brochureholders.co.uk W: www.brochureholders.com

T, +44 (0) 1858 414275 E. hello@twovisual.co.uk W. www. twovisual.co.uk S. www.twitter.com/TWO_Visual

T: +44 (0)208 941 1000 E: nick.shaw@annavalley.co.uk W: www.annavalley.co.uk/avintegration

T: 01273 585768 E: info@helloflamingo.co.uk W: www.helloflamingo.co.uk S. www.twitter.com/helloflamingo1

Balloons & Bunting

Bespoke Display

Climate Control

Display

No.1 Advertising Balloon Service: • Printed Latex and Foil Balloons • Helium Gas delivery and collection • Flags, Bunting and Banners • Promotional Sashes and T-shirts • Multi-store distribution nationwide

JPMA is a worldwide leader in designing and manufacturing high-quality store fixtures and visual elements made of wood, metal and acrylic. We make everything all under the one roof and offer designs and finishes not available anywhere else in the industry.

Air Control & Development Ltd are Daikin, Mitsubishi and Toshiba accredited contractors, specialising in providing quality air conditioning, ventilation and overdoor heater installations, service & maintenance within the retail sector.

arken are a UK design and manufacturing facility creating bespoke poster display solutions. As well as our bespoke offer, we provide off the shelf products such as poster frames, light boxes, poster hanging systems, pavement signs, forecourt signs, all available in a range of colours and sizes.

T +44 777 444 5784 E: benjamin@jpmaglobal.com W: www.jpmaglobal.com

T 01922 455523 E: info@aircontrol.co.uk W: www.aircontrol.co.uk S: www.twitter.com/AirControl123

T: +44 (0)1638 565656 E: info@arken-pop.com W: www.arken-pop.com

T, 01494 774376 E. sales@b-loony.com W. www.b-loony.com

directory

Display

Focused on our customer’s unique needs, with expert knowledge of the procurement market, and a firm grip on the entire visual merchandising supply chain, we are specialists in designing and delivering complex point of sale projects.

T +49 (0) 911 97 13 389 E: info-uk@barthelmess.com W: www.barthelmess.com

Display

Display - DIGITAL

FURNITURE

Crystal Display Systems is already a leading UK designer, distributor and value added reseller of flat panel display solutions. We have a vast array of media players, interactive displays, videowalls and shelf edge displays. Our knowledge and expertise has also led to us being one of the European leaders in transparent LCD.

Spur Creative Workshop deliver unique visual merchandising solutions for retail brands. Boasting a wealth of experience in high quality prop making we create display concepts for window staging, POS and brand awareness campaigns.

T +44 777 444 5784 E: benjamin@jpmaglobal.com W: www.jpmaglobal.com

T: +44 (0) 1634 292 025 E: info@crystal-display.com W: www.crystal-display.com S. www.twitter.com/CrystalDisplays

T 01892 890608 E: phil@spurcreative.co.uk W www.spurcreative.co.uk S: www.twitter.com/ spur_creative

Display

Display - DIGITAL

FURNITURE

Durable have been one of Europe’s largest business supplies manufacturers for almost 100 years. We’re pioneers in developing and producing innovative solutions designed for retail from literature displays and POS to signage and display solutions.

We provide total end to end solutions encompassing all aspects of designing, implementing, managing and supporting multi-faceted marketing technology concepts and Digital Screen Media networks.

We create bespoke tailored solutions for retail, interiors, exhibitions, museums and 3D and we know one size does not fit all. Our teams are always ready for the challenges, big or small.

T 01892 890608 E: phil@spurcreative.co.uk W www.spurcreative.co.uk S: www.twitter.com/ spur_creative

T, +44 (0)845 481 8020 E. info@screenmediatechnology.com W.screenmediatechnology.com S. www.twitter.com/ScreenMediaTech

T: 01923 800666 E: info@stylographics.co.uk W: www.stylographics.com S. www.twitter.com/hellostylo

T. 01202 897 071 E. customeroperations@durable-uk.com W. www.durable-uk.com S. www.twitter.com/durableuk

Display

We are ICON. We create and deliver engaging brand and live experiences, particularly in the retail sector.

T: +44 (0) 20 7593 5200 E: enquiries@icon-world.com W: www.icon-world.com S: www.twitter.com/ICON_HQ

Display

EPOS

GRAPHICS

Providing Scotland’s signage, exhibition displays, digitally printed wallpapers, LED flex faces, light boxes and window graphics. Located in the centre of Scotland we are ideally situated to cover your requirements throughout Scotland. We can offer huge savings with an excellent, professional and prompt service

Offering an extensive range of EPOS hardware from world class suppliers such as Star Micronics, Honeywell and Posiflex, DED offer the complete EPOS hardware solution alongside a unique rewritable loyalty system.

Graphica Display print, produce and install retail graphics including till point graphics, window graphics, LED lightboxes, cut & printed vinyl and much more. Nationwide & Euorpean delivery and installation.

T: 0131 337 1237 E: info@specializedsigns.co.uk W: www.specializedsigns.co.uk FB: Specialized-Signs

T: 01797 320636 E: sales@ded.co.uk W: www.ded.co.uk S: www.twitter.com/dedltd

Display

Impulse POP specialises in Point of Purchase display systems for the Retail sector. We offer many years of experience in all aspects of retail design, with in house manufacture - including quick turnaround prototypes, or overseas manufacture, delivery, installation and retail merchandising.

Woodwood Group –Tx Frame UK are a specialist in tension fabric display systems and LED light boxes. We are able to deliver the highest quality service with a friendly but professional approach to ensure you receive the spectacular results you deserve.

Armourcoat is the world’s foremost supplier of polished plasters, sculptural effects and innovative surface finishes.

T, 01767 682756 E. sales@impulsepop.co.uk W.www.impulsepop.co.uk S. www.twitter.com/impulsepop

T, 01376 295 016 E. sales@txframe.co.uk W. www.txframe.co.uk

T. +44 (0)1732 460 668 E. sales@armourcoat.co.uk W. www.armourcoat.com S. www.twitter.com/Armourcoat

Finishes

T: 0845 3730073 E: info@graphicadisplay.co.uk W:www.graphicadisplay.co.uk S. www.twitter.com/graphicatweet

GRAPHICS

We create bespoke tailored solutions for retail, interiors, exhibitions, museums and 3D and we know one size does not fit all. Our teams are always ready for the challenges, big or small.

T: 01923 800666 E: info@stylographics.co.uk W: www.stylographics.com S. www.twitter.com/hellostylo

directory

interactive displays

MANNEQUINS

pop/pos

Rootstein Display Mannequins is a creative mannequin manufacturer and renovation specialist - delivering both ready-made and bespoke concepts for fashion retailers, globally.

We are IPOS. A creative design agency whose extensive and impressive client list speaks volumes for the professional services we offer. We design, produce and install all aspects of our client’s POS. From instore graphics, window vinyls and 3D bespoke window displays to full multi location campaign roll outs.

T: +44 (0) 1634 292 025 E: info@crystal-display.com W: www.crystal-display.com S. www.twitter.com/CrystalDisplays

T: +44 20 7381 1447 E: sales@adelrootstein.co.uk W: www.rootstein.com/ S. @rootstein_

T: 0161 477 8501 E: info@ipos-design.co.uk W: www.ipos-design.co.uk S. www.twitter.com/iposdesign

T. 01202 897 071 E. customeroperations@durable-uk.com W. www.durable-uk.com S. www.twitter.com/durableuk

LED LIGHTING

pop/pos

Addlux supplies high-tech LED lighting and display technologies for the retail sector, including the largest, thinnest and most cost-effective light sheet on the market today. Fast turnaround of deliveries and prototypes at competitive prices.

Harrison Products provide one the largest ranges of POS and Display componentry in the UK. We are able to supply off the shelf and customised products to suit your project. We pride ourselves on our industry leading service and super quick delivery options.

T: 0333 800 1828 E: info@addlux.com W: www.addlux.com S. www.twitter.com/addlux

T: +44 (0)1451 830083 E: sales@harrisonproducts.net W harrisonproducts.net

Literature Display

Maintenance

T 01922 455523 E: info@aircontrol.co.uk W: www.aircontrol.co.uk S: www.twitter.com/AirControl123

pop/pos

T. 01202 897 071 E. customeroperations@durable-uk.com W. www.durable-uk.com S. www.twitter.com/durableuk

pop/pos

We are ICON. We create and deliver engaging brand and live experiences, particularly in the retail sector.

T: +44 (0) 20 7593 5200 E: enquiries@icon-world.com W: www.icon-world.com S: www.twitter.com/ICON_HQ

signage

pop up

GENESIS MANNEQUINS design and produce high-class and trend-lead shop window mannequins, busts and displays for the international fashion industry. Additionally we offer style, trend and product consultation as well as a comprehensive after-sales service.

T: 01273 585768 E: info@helloflamingo.co.uk W: www.helloflamingo.co.uk S. www.twitter.com/helloflamingo1

T: +49 (0) 5752 1803 0 E: info@genesis-display.com W: www.genesis-display.com S: www.twitter.com/GenesisDisplay

Retail Consultancy

We are a global retail agency. Visual Thinking develops strategy, skills, hearts and minds to deliver retail excellence and transform brand performance.

Rootstein Display Mannequins is a creative mannequin manufacturer and renovation specialist - delivering both ready-made and bespoke concepts for fashion retailers, globally.

T, +44 (0) 1788 543 331 E. mail@visualthinking.co.uk W. www.visualthinking.co.uk S. www.twitter.com/shoptactics

T: +44 20 7381 1447 E: sales@adelrootstein.co.uk W: www.rootstein.com/ S. @rootstein_

slatwall

VM TOOLS AND TRAINING

We are a global retail agency. Visual Thinking develops strategy, skills, hearts and minds to deliver retail excellence and transform brand performance.

T, +44 (0) 1788 543 331 E. mail@visualthinking.co.uk W. www.visualthinking.co.uk S. www.twitter.com/shoptactics

Q&A

CALUM MACKAY Retail Exchange podcast host Ben Bland caught up with Calum Mackay, director of international sales for Neal’s Yard, at this year’s World Retail Congress to chat beauty, the importance of physical retail and in-store treatments, and ambitions for the future. BB. What particular challenges are there for health and beauty retailers, and what are you doing to address those? CM. S o common amongst many retailers is the growth of online — that is the single biggest disruptor. We’re selling relatively small products, they’re not something you need to necessarily always try on yourself and it’s something that people are very happy to order online. Making sure you have a compelling online offer is really important, be that through your own branded website, where you completely control the environment, or through third party retailers that will offer their customer base superior service such as same-day delivery. BB. When you look at building the customer base you already have, where are the expansion opportunities both in terms of within UK retail but also internationally for Neal’s Yard? CM. We’re an established brand in the UK market; we’ve been around for 37 years so it’s very much about capturing the younger consumer. Our core consumer is a lady 45-60 who’s been shopping with the brand 15/20 years. We need to capture the 30 year olds that are starting to think about health and beauty, and caring for their skin and investing in that. BB. How do you capture that group? CM. Firstly, going to where they buy, so looking at new points of distribution — online is a big factor for that, but secondly, also with the product assortment that you’re selling. We focus on anti-aging benefits, radiance, and that angle which they care about. Then, if we look internationally, we are an established retail player in Japan so that’s been really helpful and important for building our business in the rest of Asia, because Japan is still a big influencer in that part of the world. BB. Talk us through your approach to breaking into Japan. CM. Japan started through a small part of our business which is aromatherapy education. We worked with the Japan Aromatherapy Association and started selling essential oils through the wholesale market — in the 1980s — and that broadened into skin care, which is our core category of sales. We’ve now got over 30 shops in Japan but that has been built up through time. Japan is a very tough market; if you get it right you can be very successful and enjoy the fruits of that labour. BB. You mentioned the aromatherapy courses that helped you get into that market initially. That sort of experience, how much of a role does that play in your UK stores, if any? CM. We’re also the largest operator of high street therapy rooms, where somebody could come in for a treatment; it could be homeopathy, simply a beauty massage or osteopathy if they’ve

got a sore back. That’s really important — it’s offering something that you cannot get necessarily online. Aromatherapy education is also something that we offer through our Covent Garden Education Centre as well. BB. One of the themes that has emerged is the importance of continuing to offer something that is different, new, surprising to your customers. How do you refresh that offering? CM. We always want to surprise and delight, and the reality is, if someone’s visiting your store two or three times a year, it’s going to be difficult to have something completely different all the time, but we have a very broad range of categories, so we try to leverage that. For example, we offer tinctures or a tea blending service, so that’s one angle that we could focus on for a particular season; that’s great when the weather’s turning colder and people are getting colds and flus. In the summer we will try to do activities with suncare, with refreshing cooling sprays and cold tea drinks and health blends. BB. What’s the best bit about your job? CM. I love the people that I work with. Getting to travel isn’t as exciting as people think, you know, it’s often late nights, early mornings, lots of socialising, which can be exciting but also, you have to be on your best behaviour. Getting to understand different cultures, I really enjoy that. BB. Retail seems to be looking to hospitality for lessons in how to give people an experience that makes them feel more like a guest than just a customer. Do you look to hospitality? CM. We haven’t studied it a lot. We always welcome people with a cup of herbal tea into our stores, which you could take as a nod to hospitality, and I think that is an area that we need to look to further.

To listen to the full interview, visit www.theretailexchange.co.uk