talking shop Winning retail formulas
Two award-winning retailers reveal some of their proven strategies for success David Conduit
much more engaging sales space - as well as improved parking and other customer facilities. The most exciting thing for us (and apparently our customers) is the new coffee room that will be included. “We were elated when we heard that we were a winner. We’ve promoted the news by using the awards logo everywhere and posting the news on social media. Our trophy and certificate are also on display in-store.
“All sides of a successful retailer have to dovetail
D
avid Conduit is purchasing director of Harts of Stur at Sturminster Newton in Dorset, winner of the Best Family
Business category of the Housewares Innovation Awards 2020. He says: “Harts of Stur is a large, family- owned country department store in the heart of Dorset. Locally we’re known as the ‘Aladdin’s Cave’, selling everything. Nationally, we’re known as one of the leading online suppliers of premium kitchenware and small electricals in the UK. “We celebrated our centenary last year and
are currently half-way through a £2 million development of our store. The aim is to create a
Tom Carter
to create the right experience for the customer
”
“How is trading for us? By and large, we’ve not been affected by Brexit, the storms, or any other events. We performed very well last year and enjoyed very encouraging positive results. So far this year trading has also been strong. “The effects of Covid-19 are just beginning to be seen, and the next few months will be very interesting. I don’t think we will remain unscathed; this will affect everyone in some way. We have made as many preparations for the coming months as are prudent, and I think we are as ready as we can be.
always honoured: every award that we win is such a credit to the staff. We didn’t have time to celebrate much as we were at Spring Fair [the awards ceremony was held on the night of February 3 in Birmingham] though we did let all of our wonderful customers know through social media. Our customers are delighted, as not much else happens in Hockley! With the store being here for 111 years, they feel very proud of us.
Demonstrations category of the Housewares Innovation Awards 2020. He says: “Our company has grown so much
T
over the last seven years and one of the biggest sides to that is our in-store demonstrations. Each year we try to make them even better - and this year they will be going to the next level. “We were very surprised to win but we’re
March/April 2020
om Carter is the director of Potters Cookshop at Hockley in Essex, winner of the Best In-Store Cookery
“What sets us apart is the great staff we have
”
“In terms of trading, so far this year January was a washout, February was very steady but March has been great, even with the coronavirus. At the time of writing this, we have had our best weeks of the year. Maybe people are getting ready to be stuck indoors? “With the coronavirus outbreak, hopefully the
general public will stay more local and look after the high street. This, in turn, means they will see what the high street can offer that online
•
HousewaresLive.net •
twitter.com/Housewaresnews
housewareslive.net | 23 cannot. “Looking ahead, we are making changes to
every aspect of the store this year including changing our VIP evenings, upgrading our window displays to take them to the next level, plus improving all in-store areas. “For me, what sets us apart is the great staff
we have: their knowledge, their passion and the fact that at any moment, they can demo a product for a customer. When we have in-store demos, we make them all about the customer and the experience.”
“Obviously, our biggest challenge at the moment is Covid-19 in the short term. Long term, it’s the issue of keeping up with the rapidly changing expectations of the retail environment. But if we get it right, this is also the biggest opportunity. The nationals are not nimble enough to react to how people are changing their shopping habits, and we have already seen some big failures as a consequence. Harts are well set to predict - or at least able to react quickly - to this fast- changing environment. “We believe that what sets us apart from our competitors is the effort we put into all aspects of our retail operations. There is no such thing as easy money any more. All sides of a successful retailer have to dovetail to create the right experience for the customer.”
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