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CONTENTS 14


4 NEWS: Sonos boss sorry over speaker update scandal


6 NEWS: The TRIC Awards is back for 2020. New Chair, Jane Ostler, speaks to ERT ahead of this year’s event 8 NEWS: A report from the Philips Dealer Trade Show 9 NEWS: Exhibitors at KBB Birmingham 2020


10 OPINION: Online reviews and infl uencers are having a profound effect on consumer purchasing habits, both good and bad, says Richard Stevenson


14 THE ERT INTERVIEW: Caple is gearing up for another successful year. MD, Danny Lay, tells ERT: “I am pretty positive – as long as we stay focused we’ll continue to be successful”


18 REVIEW: Steve May reports from CES 2020 22 ANALYSIS: Voice control is taking over consumers’ homes


26 ANALYSIS: Sleek cordless and multifunctional vacuums are gaining traction over robots. Francesca Seden reports


30 FOCUS: A good stock management system is crucial for effi cient business. ERT explores the solutions available


32 PROFILE: Coopers Stores’ Darrin Christan on winning a second ERT Best Domestic Appliances Retailer Award


34 PROFILE: Borshch Electric has opened its new “store of the future” with a huge new kitchen design studio. MD, Simon Cox, tells ERT all about it


38 BUSINESS: Retailers need to be aware of product guarantees and the potential pitfalls


The team: Editor


Jack Cheeseman 01372 414 298


jackcheeseman@ertonline.co.uk Sub-Editor


Francesca Seden seden.francesca@gmail.com


Publication & Event Manager Mike Gammon 01372 414 299


mikegammon@ertonline.co.uk


Media Director Paul Ryder


info@ertonline.co.uk Design


jellymediauk.com


Contact us: Contributors to ERT this month:


Richard Stevenson, Steve May, Adam Berstein


General enquiries info@ertonline.co.uk


Editorial editor@ertonline.co.uk Published by:


PM Group Worldwide Mansard House Church Road Bookham Surrey


KT23 3JG 01372 414 299 ABC certifi cation


ABC total average net circulation: 6,000 (for the issues distributed between January 1, 2016 and December 31, 2016) Total net circulation for the audit issue: 6,000 (cover issue December 2016)


Views expressed by the contributors do not necessarily reresent those of the publisher, editor or staff.


© Copyright 2020 PM Group Worldwide. All rights reserved. No part of this publication may be copied, reproduced, transmitted, photocopied, recorded or stored on any retrieval system without the prior written consent of the publishers.


www.ERTonline.co.uk for news, opinions, blogs and analysis 18


February 2020 ertonline.co.uk


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