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Retail


Shopping centres must offer a safe environment


Much has been written about the impact of the Covid-19 pandemic on the retail sector. As one of the areas hardest hit


by lockdown, non-essential retail has not only faced significant economic challenges, but also shifts in customer behaviour towards embracing new technology, from contactless payments and virtual consultations to an accelerated increase in online shopping. In many ways, the past few


months have highlighted that the golden rules of retail are more important than ever: providing exceptional customer service and a quality experience are the foundations on which successful retailers will adapt and build. Those of us in the retail sector


I’m a firm believer that


shopping should be an enjoyable leisure activity, not just a functional transaction. Having the opportunity to spend time getting inspired, being welcomed and looked after and receiving friendly help and advice is what


Retail Therapy


By David Pardoe Head of retail, The Mailbox


‘I’m a firm believer that shopping should be an enjoyable leisure activity’


know that the challenge of digital is absolutely nothing new. Successful brands have, for many years now, been open to the opportunity that it holds, adapting to ensure that they offer a tailored service both online and in store. Retailers that do this well offer a seamless


experience across both, ensuring that exceptional customer service remains paramount. Since opening its showroom at the Mailbox,


leading British bike manufacturer, Ribble Cycles, has demonstrated how a successful bricks and clicks strategy can really bear fruit, combining strong online sales with its in-store experts who provide personal advice and assistance to customers. From its first day of reopening back in June, the


store reported strong interest and enquiries, no doubt supported by the nation’s renewed interest in health and exercise.


builds a loyal customer base. When retailers began to reopen in July, it was clear that many people had missed the social interaction and personal experience of browsing in their favourite stores. Castle Fine Art, which opened


its new, state-of-the-art gallery at Mailbox last year, fully embraced the customer experience in the layout and design of its flagship space. The result is a truly inspiring and memorable environment, complete with a


sumptuous viewing room and bar, featuring a beer pump designed by the artist Lorenzo Quinn. Shopping centres and individual retailers have all


had to introduce significant changes to ensure they are offering a safe environment for shoppers, from social distancing measures to queuing systems. Some of these changes have understandably


altered the physical experience of shopping to some extent, but what we can do is make sure that the emotional experience is a positive one, providing a warm welcome and a relaxed destination for visitors to enjoy some much-needed escapism. As we move into Autumn and the retail sector


looks ahead to the all-important Christmas trading period, connecting with customers, providing exceptional service and a personal approach will all help to rebuild confidence and ensure our visitors enjoy their time with us.


Selfridges reopens restaurants


Department store Selfridges has reopened many of its restaurants in Birmingham, including Tonkotsu (pictured), Ooty Station and Archie’s. San Carlo will also reopen


all its Selfridges locations, including, Fumo and Gran Café. The reopenings are subject to all the health and safety precautions. Selfridges said the lockdown was the first time its London store had


been closed since the days of the Blitz in World War II. The store was hit by a bomb and closed for repairs, but only for a day.


• In response to Covid-19, Selfridges has introduced a virtual appointments service to help make customers’ shopping experience safe, seamless and inspiring. Beauty, gifting and styling appointments are being offered via video call, ensuring customers can receive guidance and product suggestions from the comfort of their own home. All appointments can be booked via the Selfridges website which offers a choice of styling, gifting or beauty appointments.


Intu appoints administrator


KPMG has been appointed administrator of shopping centre operator Intu Properties, which runs Merry Hill Centre in the Black Country, among others. Intu owns and operates 17 shopping centres across the UK, including


Trafford Centre, Lakeside, and Metro Centre. It has another in Spain. It has 2,373 staff, including 370 at its head office in London, and around


400 million visitors to its sites. Tucker said: “Intu owns many of the UK’s biggest and best-known


shopping centres. The challenges affecting UK retail are well known and have been exacerbated by the impact of Covid-19 and the resulting lockdown. “As administration makes clear, those challenges have fed through to


owners of retail property, even to owners of high-quality shopping centres such as Intu’s.”


August/September 2020 CHAMBERLINK 55


Andrew Goodacre: Independent retailers more important than ever


Recognition for small retailers


The British Independent Retailers Association (Bira) is highlighting the importance of this year’s Best Small Shops competition. The 2020 competition, run by


the Independent Retail Consortium (IRC), takes place in November and celebrates the best of the independent high-street. This year's contest is inviting


entries from retailers demonstrating specific innovation to combat the impact of Covid-19. Bira CEO Andrew Goodacre said:


“This year it is more important than ever that we showcase independent retailers and recognise their role in helping the economy transition out of lockdown and the survival of the high streets. “Indie retailers are at the heart of


every good high street and we look forward to celebrating the very best examples of that.” Bira is encouraging its members – and the wider independent retail sector – to enter the competition, which closes on 11 September.


Sector Focus


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