Shining the spotlight on you, · regular Coronation Street fix were thrilled when one of the soap’s characters referenced the NFRN. The Federation was mentioned by ex-newsagent

Shining the spotlight on you, our retailer superstars

MEMBERSHIP MAGAZINE FORINDEPENDENT RETAILERS

ISSUE 3MAY 2020

Almost £1,000,000 recoveredFind out why NFRN Connect should always be your first port of call!

A vital community serviceAs print takes centre stage, get your home news delivery service ready.

Covid-19 Hardship FundMore than £200,000 available for members suffering cash flow challenges.

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

Bede House, Belmont Business Park, Durham DH1 1TW

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

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

E: [email protected]: TheFedOnline.com

ASSISTConfidential support,

direction and solutions to financial worries.

T: 0800 043 0215T: (01) 247 9181

BUSINESS DEVELOPMENTBringing you the best

opportunities, deals, terms and services to give you the competitive edge to make

more money!

T: 0800 043 0215T: (01) 247 9181

NFRN CREDIT UNIONNFRN members’ own credit

union with account and borrowing facilities.

T: 020 7017 8858

STORE 2 DOORAll the help you need to

improve your delivery service or to introduce one. Delivering

to 30 customers each day is worth £2,500 each year!

T: 0800 121 6376T: 020 7017 8880 T: (01) 453 5822POLITICAL ENGAGEMENT

Your voice in the corridors of power across the UK and Ireland - ensuring that the

challenges facing independent retailers are understood.

T: 0800 121 6376

LEGAL PLUSTailor-made business

templates to help you deal with legal matters.

TheFedOnline.com

RETAIL STANDARDSA comprehensive library of reference guides including

training modules, factsheets, checklists and risk assessments

to ensure effective in-store procedures and systems.

TheFedOnline.com

MEMBER2MEMBERBe rewarded for recruiting a

fellow member. Earn £75 each time you bring a retailer

into membership.

T: 0800 121 6376T: 020 7017 8880

FUELWISEBe in control of your diesel costs. Huge savings off the price compared to average

pump prices in UK and Ireland.Average savings £280 a year.

T: 02870 327800

FIELD OPERATIONSOur team of retail development

managers (RDMs) and retail support co-ordinators (RSCs) are available when you need help and expert assistance.

NFRN DIRECTAn easy to use buying group

solution for independent retailers.

T: 0800 028 7283

THE RETAIL MUTALThe Retail Mutual provides

cover to a wide range of retail trades, from newsagents to post offices, confectioners to clothes

shops, farm shops to florists and many more in between.

T: 0333 2127 263

NEWSPRO1,000 members are currently

benefitting from this free to join news category management

service. Are you one of them? Average cash flow saving of £500.

T: 020 7017 8865

NFRN CONNECTYour fifth emergency service and first point of call for professional

support on a wide range of business issues.

Find out more on page 23.

T: 0800 121 6376T: 020 7017 8880 T: (01) 453 5822

LEGALAccess to qualified legal

professionals 24 hours a day, seven days a week and 365 days a year with cover up to

the value of £100,000.

ADVICE & CLAIMS:

T: 0330 303 1457 T: (01) 453 7991

CHARITABLE FUNDSGrants and benefits are

available in your time of need.

T: 0800 121 6376 T: 020 7017 8872

| ISSUE 3 MAY 2020 3

Contents

ISSUE 3MAY 2020

National President and Editor in chief: Stuart Reddish

Editor: Anne Bingham 0207 017 8887 [email protected]

Advertising: Mike Baillie 07908 777908

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

CONTENTS | What’s in this issue

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

In the ongoing battle against covid-19, getting the best possible help is crucial for your store’s success. That’s why this month you’ll find updates on our national campaigns, opportunities presented by home news deliveries, and a range of inspiring stories from you, our retail heroes.

Get the inside scoop on selling ice cream and find out more about the incredible work of NFRN Connect.

Enjoy this issue, see you again in June!

HND - the lifeblood of the community

Drive extra sales with Pokémon

Thriving in the toughest of times

The Telegraph invests in you

A word from the National President

Latest NFRN news

Your letters

Shop Local, Shop Little update

Stronger together with Retail Mutual

Why NFRN Connect is your first port of call

Meet our Elite Partners

4 |

5 |

10 |

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

Bede House, Belmont Business Park,

Durham DH1 1TW

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

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

[email protected]

16 |

LATEST

PRO-PRINT

20 |

26 |

29 |

30 |

FEATURES

47 |

32 |

23 |

14 |

18 |

34 |

44 |

Our Hardship Fund supports your business

Recognising retail heroes

Meet another award winning and eye-catching store

The inside scoop on ice cream

Are you ready for the menthol ban?

Hottest new products for your shelves

39 |

42 |

WWW.THEFEDONLINE.COM

| 4

“ ISSUE 3 MAY 2020 WWW.THEFEDONLINE.COM

National President’s WelcomeLatest

“None of us could ever have imagined the situation that we currently find ourselves in but as each day of lockdown passes, I hear and see the very best examples of community spirit and resilience and for that, I extend my personal thanks for stepping forward to help your customers and communities in their time of need.

The extra lengths and breadths that independent retailers are going to, not just to stay open but to keep the elderly and vulnerable people fed and safe is truly inspirational. I have taken every opportunity, when interviewed by national and regional newspapers and on TV, to remind readers and listeners that independent retailers must not be the forgotten heroes and deserve to get recognition for what we are doing,

A word from the NFRN National President

whether this is donating free products to local hospitals, offering NHS workers discounts or setting up free delivery services for the elderly. I’m so tremendously proud of you.

For that reason, the NFRN, in association with Booker, Boost and Mondelez, is launching its Shop Local, Shop Little Heroes awards. As you will see from pages 18 and 19, we want to formally recognise members who are going above and beyond to give customers a vital lifeline by providing them with the essentials they need. Entries are now open and we want to hear from you.

At the other end of the spectrum, there are also members who, through no fault of their own, are facing severe

financial challenges. To help them we launched our Covid-19 Hardship Fund and the backing we have received – whether from district and branch voluntary funds or from suppliers - has been humbling, hitting the £200,000 mark in just under three weeks. More importantly, several thousands of pounds worth of grants have already been paid out and we will continue to do everything we can to assist members who are in financial distress. For more information about the Fund and how to apply see pages 14 and 15.

Throughout the rest of the magazine, there is news of the myriad ways the NFRN can assist in these challenging times.

Stay safe and enjoy this issue.

Stuart Reddish

| ISSUE 3 MAY 2020 5WWW.THEFEDONLINE.COM

NewsLatest

Protective screens now availableHundreds of members have taken advantage of a new NFRN offer for protective screens that keep shop staff safe from contamination from coughing and sneezing.

Last month, the NFRN joined forces with Paragon-Print to provide members with a portable screen with a hatch for handling money. The screens are 100 per cent recyclable.

National President Stuart Reddish said: “After hearing that members were calling for protective measures to maximise their safety from Covid-19, we acted. These screens are a great way to protect independent store owners, employees and customers from infection off coughing and sneezing.”

Member Anita Rye backed the screens on Twitter, describing them as “a cheaper

solution that can be folded up and used again (hopefully not) and no need for the cost of installing.”

Meanwhile, with social distancing likely to be around for a while yet, the NFRN has joined forces with Impact Signs to offer floor stickers for laminated floors, unlaminated floors and multi-surfaces and carpets.

Mr Reddish added: “We want to do all we can to encourage social distancing in stores.”

Contact details, pricing and delivery information for the screens and stickers can be found at TheFedOnline.com.

The NFRN has also created a series of posters that can be downloaded from the website to advise of social distancing and changes to opening hours.

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

TheFedOnline.com

Top soap mentions NFRNMembers catching up on their regular Coronation Street fix were thrilled when one of the soap’s characters referenced the NFRN.

The Federation was mentioned by ex-newsagent Norris Cole in an episode aired on April 20.

Mr Cole, who has been a Coronation Street regular since 1994, previously owned the corner shop ‘The Kabin’ before his retirement.

Reminiscing during the show, which gets an average of six million views a week, Mr Cole said: “I was a member of the National Federation for Retail Newsagents.”

National President Stuart Reddish said: “It’s fantastic to get a shout out on Coronation Street.”

Watch the episode here: https://www.itv.com/hub/coronation-street/1a0694a10051.

| WWW.THEFEDONLINE.COM ISSUE 3 MAY 20206

Cash in your exclusive Boost drinks voucher!

Prompt publishers earn NFRN praise

An exclusive money-off voucher has been created for NFRN members to celebrate Boost’s launch into the fast growing ready-to-drink (RTD) chilled coffee market.

Members can get £3 off a case of either Boost Iced Coffee Caffe Latte or Iced Coffee Double Espresso with the voucher, which is enclosed within this magazine – reducing the cost to almost half the normal price.

Both Iced Coffee Latte and Iced Double Espresso come in price-marked £1 cans.

Boost managing director Simon Gray said: “These new SKUs

NFRN National President Stuart Reddish has thanked national newspaper publishers for drastically improving their delivery times into news wholesale houses during the coronavirus pandemic.

Mr Reddish said: “One of the most stressful parts of a retailer’s day is opening up the shop without any newspapers to sell because the publisher has been late into news wholesale depots.

“Fortunately, over past weeks, the publishers’ delivery performances have improved dramatically – so much so that during the week ending April 18, only five late deliveries were witnessed nationally and for several weeks 97.9 per cent of retailer delivery times (RDTs) have been met.”

continue to do things the Boost way, creating great tasting products with strong margins for retailers.

“Boost’s We Love Local ethos ensures that the Boost Iced Coffee is exclusive to the independent retailer estate, giving retailers a great point of difference in store while delivering great value at a £1 PM pack.”

With less advertising and no late-night football reports, publishers have been printing earlier.

This exclusive voucher can be redeemed at all major wholesalers until May 1, 2021.

National President Stuart Reddish said: “Putting more money in members’ tills is one of my objectives and I’m pleased to partner with Boost to give independent retailers the chance to test out an exciting and growing new market.”

Mr Reddish added: “We can but hope that publishers will keep this up once life returns to normal.”


NewsLatest

For latest news, deals and views go to:

£10,000 lifeline given to member thanks to Commercial Plus

Don’t miss out on redeeming your Happy Shopper confectionery vouchers

A Northern Ireland member who was struggling amid the coronavirus outbreak has received £10,000 in financial aid thanks to the NFRN renewing its tie-up with Commercial Plus.

The business of the retailer who is in his 70s was severely impacted when he was forced to self-isolate at home because he was classed as being vulnerable.

After receiving advice and assistance from Commercial Plus, the member was granted a temporary £10,000 overdraft by his bank.

Commercial Plus managing director Barry Frost, said: “We were called for advice after the member had closed his shop to self-isolate.

With the end of the month fast approaching, there are just a couple of weeks left to redeem your exclusive vouchers for Happy Shopper confectionery lines and get another case free!

This is the biggest promotion we have run with Booker yet and the vouchers – which were distributed with the March edition of The Fed – can be redeemed until May 31, 2020.

National President Stuart Reddish said: “Many members have already taken advantage of this fantastic

“He was having trouble with contacting his bank and was in need of additional funding.

“He originally wanted to extend his overdraft by £1,000 but we advised him to ask for £10,000, due to the current unprecedented circumstances.

“We managed to contact his bank and helped him get the £10,000 financial aid.”

As Covid-19 gripped the UK, the NFRN re-established its partnership with Commercial Plus to give members access to financial advice.

“There’s no problem that we won’t try to tackle,” Mr Frost said. “We’ve had a lot of worried NFRN members contact us.

promotion but time is running out.I would urge any member who has not already done so to visit their local Booker or Makro branch to take full advantage and both save and make money!”

Booker managing director – retail Colm Johnson said: “The Happy Shopper range drives footfall, sales and profits for retailers and gives shoppers fantastic value, with excellent quality. We are delighted to be working with the NFRN and to be able to offer this exclusive deal which will add considerably to their bottom line.”

“Commercial Plus is here to help any members that are going through financial hardships. If you’re in a similar situation, just give us a call.”

Members seeking assistance from Commercial Plus can call its helpline for free on 01244 659101.

While this is available 24 hours a day throughout the coronavirus pandemic, the service is currently extremely busy. Commercial Plus, however, guarantees that it will call all NFRN members back within 24 hours.

Twenty four Happy Shopper confectionery products – including jelly babies, mints, toffees and white chocolate buttons – are included in the promotion.

Any member who is not currently a Booker customer can register online at www.booker.co.uk, prior to redeeming the vouchers.

TheFedOnline.com


Council relents on news deliverers after NFRN pressure

NFRN member wins £10k in Camelot prize draw

Following pressure from the NFRN and a local MP, Dorset council has confirmed that news deliverers aged between 13 and 16 can continue their paper rounds.

Parents must give their consent and retailers must take steps to protect their deliverers, but the move reverses an earlier decision from the council to pause child work permits held by an NFRN member.

That action prompted National President Stuart Reddish to write to Richard Drax, the Conservative MP for Dorset South, who in turn contacted the council to seek a resolution. Within hours Mr Drax had received a response from the council outlining its U-turn.

In an email, Theresa Leavy, Dorset council’s executive director of people – children, said: “Having a part-time

York member Yvonne Hamilton has scooped £10,000 after adhering to Camelot’s 10-point programme to help retailers improve their in-store standards and sell more lottery tickets.

The owner of Linton Stores scored nine out of ten for her excellent in-store standards.

Miss Hamilton said: “I didn’t believe it at first and thought it

job can be a great experience and very rewarding for young people. We also know how important that job is in the current situation in helping to keep some of our most vulnerable people informed about the news whilst staying at home.”

All employers were urged to ensure their young news deliverers were protected when picking up their rounds and were advised about social distancing.

Mr Reddish said: “We’re grateful to officials at Dorset council for listening to our arguments and agreeing to allow our paperboys and girls to continue work.”

Since the lockdown began, many members have recorded surges in demand for home news deliveries.

was a prank call. I couldn’t stop smiling. Winning £10,000 couldn’t have come at a better time as we’re doing our house up.”

She added: “The National Lottery makes a massive difference for our store. It increases footfall, allows us to engage with customers, and we love seeing winners come in. The Site, Stock, Sell and bonus initiatives are great, as they give us an incentive to do a great job.”


NewsLatest

For latest news, deals and views go to:

Care for the communityHospitals and hospices in Essex, Cambridgeshire and Norfolk have been boosted thanks to a series of generous donations from Eastern Counties branches.

Both the Queen Elizabeth Hospital in King’s Lynn and Addenbrooke’s Hospital in Cambridge received £12,500 from the district’s Western branch.

Its president, secretary and treasurer Mike Rivers said: “We did this so both members and the local community could benefit. The response from both hospitals was amazing – we’ve received numerous emails to say thank you.”

Southern Branch shared £18,000 between the St Helena Hospice in Colchester, the St Elizabeth Hospice in Ipswich and the East Anglia’s Children Hospice in Ipswich.

Branch president Alwyn Basford said: “We wanted to donate the money to local hospices and we’ve received very nice letters explaining how the money will be spent.

“After the coronavirus outbreak, we’re hoping to have a buffet and reception with all three hospices to celebrate.”

Royal Norwich Hospital and James Paget University Hospital in Gorleston both received £4,000 from the Northern branch.

Treasurer Ralph Childs said: “Unfortunately, all of us either have to go to hospital or know someone that does at some stage in our lives. By donating money to the local hospitals, all our members, their families and the local community will benefit. The hospitals were over the moon.”

Read the thank you letters on pages 11 and 12.

TheFedOnline.com


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

arrive in the NFRN mailbag.

Praise from the UK government…I want to pay tribute to all of you who continue to work tirelessly in the retail sector to ensure the public can continue to access the goods they need in these challenging times.

The retail sector is a vital lifeline for those self-isolating, and for all of us in adhering to the government’s social distancing guidelines. The goods you supply make a real difference to our ability to get through this national crisis together, from the food and medicines people need to items ordered online to support home working, education or entertainment.

The government has advised that, wherever possible, people should work from home. However, I know that for many of you, your job requires you to travel to your place of work. You can continue to do so. This is consistent with the chief medical officer’s advice. So whether you’re working in a shop, distribution centre or supply chain supporting retailers, I would like to convey my heartfelt and personal thanks for everything you’re doing to support our joint national effort. Each and every one of you is making a valuable contribution to the economy and the communities you serve, keeping our supply chains up and running to contribute to the UK’s efforts to defeat coronavirus.

I’m encouraged by the way the sector has responded and I’m confident it will continue to meet these challenges. To help ensure workplaces remain safe, employers will, I’m sure, continue to follow the latest government guidance on operating safely in the workplace.

Your view

The government is also supporting businesses and their employees with a package of measures during this period of disruption. The gov.uk/business-support website has all the information needed for people to find the right support, advice and information to help with the impact of coronavirus on their business.

My ministerial team and I are in regular contact with industry and union leaders about this situation and are fully committed to maintaining this engagement over the coming days, weeks and beyond. Thank you again to everyone operating in the UK retail sector. You’re making a hugely valuable and critical contribution to the resilience of our nation and I commend you for the enormous efforts you’re individually undertaking to support the UK economy.

Alok SharmaSecretary of state, department for

business, energy and industrial strategyLondon


I wholeheartedly appreciate the vital work being delivered by our network of independent retailers. They are particularly important to Scotland’s many rural and remote communities, where they’re often the sole supplier of essential goods. Our small businesses are facing enormous pressure and it’s essential that support is quickly and readily accessible. The package of measures put in place to aid businesses through this difficult time isunprecedented. In Scotland, this includes a package of reliefs and grants worth £2.2 billion, including 100 per cent rates relief for key sectors during 2020/21, with businesses able to apply for cash grants through our Business Support Fund.

...and the Scottish business minister pays tribute to retailers too

LettersLatest

At this very difficult time, I’m absolutely delighted to be able to share the news that our National Lottery retail partners have retained their excellent mystery shopping pass rate for a third year running.

Keeping players safe is central to how Camelot operates The National Lottery, and we have lots of processes in place to prevent underage play and also to support healthy play. Our 2019 results clearly show that these are working well, and have been for a number of years now. I’d like to personally thank every one of our retail partners for the part they’ve played in this.

In addition, Camelot is continuing with the next phase of its ‘Supporting Healthy Play’ training programme. The training educates retailers and offers tools for how to respond if a customer is asking for help with their play, or if shop staff are worried about a regular customer playing too much.

It also provides retailers with the right resources to be able to offer customers information on GamCare – the leading provider of information, advice, support and free counselling for the prevention and treatment of problem gambling.

Jenny BloggRetail director

Camelot

Lottery mystery shopper success

The support available through the Federation of Independent Retailers Hardship Fund will be a welcome addition to these existing measures and will, I hope, provide a vital lifeline to the beneficiaries in a time of need. The Scottish government has committed to developing a Scottish retail strategy once the current Covid-19 crisis is over, which I’m sure will be of interest to the Federation of Independent Retailers and so would encourage we discuss this further.

Jamie HepburnMinister for business, fair work and skills

Scottish government

Securing specialist therapyThank you for the generous donation from the Eastern Counties Southern branch.

This amazing amount could help fund a whole month of specialist therapy sessions, such as art therapy, music therapy, specialist play or physiotherapy, and contribute to vital services for children and young people across the county with life-threatening illnesses.

Now more than ever, donations like this will help us to keep our essential services available to those that need them.

Thank you once again. We really appreciate your support.

Jo WhiteCommunity fundraiser, Suffolk and East Essex

EACH


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

Thank you so much for your kind donation of £8,000. This is incredibly generous.

I’m proud to say that your donation helps local people face incurable illness and bereavement, supporting them, their families, friends and carers. As we see the devastating effects of Covid-19 around the world, we want to assure you we are doing everything we can to protect people’s loved ones in our care right now.

We are doing everything we can to respond to this effectively, while preparing for the changes to come.

We’re facing a devastating loss of income because of the impact of the coronavirus. We have shut our shops and postponed our events, so your kind donation couldn’t have come at a better time and we are so grateful.

Sarah WilsonFundraising manager

St Helena HospiceColchester, Essex

Connect Group announces new focus

On April 15 2020, our parent company Connect Group PLC announced that following a strategic review, it reached an agreement to sell its Tuffnells business and concentrate its focus on newspaper and magazine distribution. The transaction is subject to agreement by shareholders but we expect this to proceed smoothly with completion in early May. We believe the transaction will strengthen the Group and, in turn, the operation and service of Smiths News. From the Group’s perspective, the sale will remove the drag on profits and cash from the ongoing losses in Tuffnells, giving us more flexibility to invest in our business and meet the needs of all our stakeholders. We believe Tuffnells will be better placed to turnaround its performance under independent ownership and will work with our colleagues to ensure a professional and supportive handover. Tuffnells did not have any significant synergies or overlap with Smiths News so our network and operations will be unaffected by the sale. Indeed, the smaller size of the Group will allow for some central efficiencies and the focus on newspaper and magazine wholesaling alone will mean that we are undistracted in our goal to provide the best possible service to all our supply chain partners. Looking ahead, Smiths News remains totally committed to the newstrade. In the current exceptional circumstances, we are all working together to ensure uninterrupted service to customers and communities across the UK. As and when the restrictions begin to ease, you can be assured that our commitment will be steadfast as ever. Our priority now and in the future is working together productively and in partnership to ensure our service is second to none.

Jon BuntingInterim chief executive officer

Connect Group

Protecting loved ones

Fundraising thanksThank you sincerely for your very kind and generous donation from the Eastern Counties Southern branch.

At a time when our clinical teams are busier and more challenged than ever, your donation will make a huge impact as we support patients and their families. We are braced and ready to support the hospital and the community as required, whatever happens over coming weeks, and your donation will allow this to happen.

Best wishes for the next few weeks.

Hannah BloomDirector of income generation

St Elizabeth HospiceIpswich

LettersLatest



Supporting you when you need it most

Within three weeks of launching, our Covid-19 Hardship Fund stood at £200,000, thanks to the generosity of NFRN districts and branches and from suppliers. Among those backing the Fund are Booker, Camelot, Coca Cola European Partners, JTI, Newtrade Media, Warburtons and Just Employment Law.

In the same period, more than £20,000 had been paid out to cash-strapped members, with 15 members benefiting from an average grant of £1,227.

The response from trade partners, the contributions from district and branch voluntary funds and the number of pay-outs earned praise from National President Stuart Reddish. He said: “I’m incredibly proud of our hardship fund and that we’ve been able to step in to help members so quickly. It’s really important that we do all we can to support members during these highly challenging times.

“We are incredibly grateful to our long-standing friends at Booker, Camelot, CCEP, JTI, Newtrade Media, Warburtons and Just Employment Law for recognising the importance of the independent retail sector and bolstering our ability to help even more independent retailers who, through no fault of their own, are in financial crisis. My thanks to them all for acting so quickly and generously in lending support.”

A helping hand

The fund was created to offer grants to any member suffering cash flow and other financial challenges.

At its launch on April 6, Mr Reddish said: “The impact of Covid-19 on the lives and businesses of some independent retailers has been unprecedented. We’re acutely aware that some members are facing significant day-to-day financial challenges and that the help and support we already provide needs to be boosted.

“Through this fund we hope to alleviate the worries independent retailers are experiencing as footfall in their shops drops and their bills mount.”

Members identified as potential beneficiaries were contacted directly and an application form was posted on TheFedOnline.com. A small team of officials, led by vice president Muntazir Dipoti, pictured above right, have been assessing the applications, with the whole process administered by membership services and support manager Angela Swainston.

News of the fund’s launch was shared with the retail trade press and, more recently, featured on Daily Mail Online.

In early April, we launched our Covid-19 NFRN Hardship Fund. Could you benefit?


Sales director Colin Bebbington: “In these challenging times it’s important that we pull together and support each other as an industry. The hardship fund that the NFRN has set up for independent retailers is a great example of what we should be doing, and Warburtons is pleased that we can play our part by supporting it.”

Feature | Hardship Fund

In early April, we launched our Covid-19 NFRN Hardship Fund. Could you benefit?

Apply today!

For an application form and full terms and conditions, visit: https://nfrnonline.com/media/new-lifeline-for-struggling-independent-retailers-as-nfrn-launches-covid-19-hardship-fund/.

Don’t forget to include your supporting documents. We can’t process claims without them!

What do our generous backers say about the NFRN Covid-19 Fund?

Managing director Parin Gohil: “The role of independent convenience retailers in supporting their local communities has never been so important, and it’s fantastic to see the lengths that many are going to, to support their customers, and those in need. However, they are also operating under extremely difficult circumstances, with thousands being forced to close temporarily due to staff shortages, family illness or a dramatic decline in footfall due to the lockdown.

“We are proud to support the NFRN’s hardship fund, in helping those most in need.”

Vice president Ross Hennessy: “Covid-19 is having an unprecedented impact on independent retailers and JTI is proud to be supporting them during these challenging times.

“Independent retailers play an important role in communities across the UK, now more than ever and the NFRN’s Covid-19 Hardship Fund will help many continue to do so.”

Retail director Jenny Blogg: “As the coronavirus crisis continues, I want to thank NFRN members for the support they’ve shown to Camelot, The National Lottery and the Good Causes it supports. This funding has never been more crucial than it is now, as we help the country respond to the Covid-19 crisis.

“My team and I fully appreciate that the key priorities for independent retailers at this time are the well-being of staff and a safe environment for customers. To offer our support and appreciation, we are proud to contribute towards the NFRN Covid-19 Hardship Fund.”

Managing director David McRae: “As a long standing business partner of the NFRN, Just Employment Law has first-hand knowledge of the support the Federation extends to its members and that will be no more apparent that during these troubled times.

“When we learned of the Covid-19 Hardship Fund being established we had little hesitation in pledging our support for such a worthy cause aimed at helping member retailers in their time of need. It’s the least we could do.

“We value our relationship with the NFRN and admire its efforts on behalf of its members at this time.”

Vice president - sales Rob Harris: “The coronavirus outbreak has brought unprecedented challenges for the independent retail community. Despite many being under significant financial pressure, independent retailers are taking their role as key workers incredibly seriously, providing a lifeline for local people and once again demonstrating their importance at the heart of every community.

“The donations that have already been made to the NFRN’s Covid-19 Hardship Fund are testament to the invaluable support it provides for its members.”

Managing director - retail Colm Johnson: “It is crucial that support is available for independent retailers, who are at the heart of the communities they are serving during these challenging times. This is why we have contributed to the NFRN hardship fund and I would urge retailers who need help to get in touch.”


Having gained national newspaper backing for our Shop Local, Shop Little campaign, our attention turned to securing the support of government ministers, MPs and members of the devolved assemblies.National President Stuart Reddish wrote to ministers including environment, food and rural affairs secretary George Eustice and Jamie Hepburn, minister for business, fair works and skills in the Scottish government. He also sent messages to other MPs, MSPs and assembly members setting out the challenges independent retailers face and enclosing Shop Local, Shop Little posters for them to post on their social media accounts.

Mr Reddish wrote: “These are challenging times for independent retailers, as they are for the whole retail sector. The demands of managing new ways of working and interacting with customers as we embrace ‘social distancing’, coping with the pressures on the supply chain, and not knowing if your staff will be in the shop tomorrow, have come on top of what was already a difficult trading environment.

“Now, more than ever, independent retailers play an important part in their local communities. Our Shop

Politicians unite for independent retailers

“Now, more than ever, independent retailers play an important part in their local communities.”

Local, Shop Little campaign is intended to remind customers to use their local shops at a time when the media has been focused on the supermarkets, and to encourage customers not to panic buy but to buy what they need.

“A copy of the poster promoting Shop Local, Shop Little is attached. We would be delighted if you felt able to support your local independent retailers by displaying this poster or sharing it over social media.”


Immediate results

Politicians across the spectrum quickly pledged support and shared the Shop Local, Shop Little message on their Twitter and Facebook accounts.

South Scotland MSP Michelle Ballantyne replied: “As someone who lives in a rural area, our small local retailers play a vital role in our communities. I’m happy to use my social media to promote your poster.”

Glasgow Shettleston MSP John Mason said: “I agree we should be supporting local shops. I have to say I’ve found the smaller shops in my constituency to be better stocked than the supermarkets. A couple of times I couldn’t get potatoes at Tesco, but got them fine in a smaller shop. They’re also less likely to have queues. Best wishes at this difficult time.”

“Totally agree,” wrote back Richard Lyle, the MSP for Uddingston and Bellshill, while South Scotland MSP Claudia Beamish added: “I’ll be putting up your poster on all my social media.”

Clwyd West assembly member Darren Millar tweeted: “Our local shops are integral parts of our communities and it’s important we support them.”

He added: “All the focus throughout this crisis has been on the big supermarkets, and while we can’t deny they are providing a great service, we mustn’t forget the majority of essential items are also available from our corner shops and convenience stores. Many of the smaller shops are also offering a delivery service.”

Rallying his constituents, he said: “In these unprecedented challenging trading conditions, I therefore urge you all to support your local shops and help ensure they’ll still be here for us once we’re through the other side of this crisis.”

A “vital” contribution

Praising independent retailers, Scottish minister Mr Hepburn wrote: “I wholeheartedly appreciate the vital work being delivered by our network of independent retailers. They’re particularly important to Scotland’s many rural and remote communities, where they’re often the sole supplier of essential goods.”

Jenny Gilruth MSP, Mr Hepburn’s cabinet colleague and minister for Europe and international development, also backed the campaign. Her office tweeted: “@JennyGilruth MSP is supporting the @NFRN_Online’s campaign by reminding constituents to shop locally during these difficult times.”

“I wholeheartedly appreciate the vital work being delivered by our network of independent retailers. They’re particularly important to Scotland’s many rural and remote communities, where they’re often the sole supplier of essential goods.”

Latest Shop Local, Shop Little

Urging retailers to “stay safe”, Waveney MP Peter Aldous thanked the NFRN for highlighting “the excellent work your members are doing at this very difficult time.”

Jenny Rathbone, Cardiff Central AM, shared a leaflet she had produced which urged shoppers to support their local independent stores.

Welcoming this tsunami of support, Mr Reddish said: “It’s really encouraging that during this period of social distancing, MPs from all political parties recognise their local convenience store is the ideal place to stock up on essentials.”


We want to recognise the selfless superstars who have gone above and beyond for their customers and communities during the coronavirus pandemic.

With the backing of Booker, Boost and Mondelez, our Shop Local, Shop Little Heroes award scheme will shine a spotlight on the retail heroes doing a fantastic job in keeping local people safe and fed in unprecedented times.

Launching the awards, NFRN National President Stuart Reddish said: “These have been incredibly hard times for independent retailers, but our members have disregarded the risks to their own health and safety to provide their customers and their communities with a vital lifeline. I’m tremendously proud of them.

“We’re fortunate to represent an industry where community spirit is second to none. This spirit is helping us through this crisis and our members should equally be proud of their efforts to help their customers.

“It ranges from supporting local hospitals and care homes with free products, offering key workers discounts in stores or developing home news delivery networks to get essential products to customers who need them.

“The extra lengths and breadths that independent retailers are going to – not just to stay open, but to keep all their customers, especially elderly and vulnerable people, fed and safe – are truly inspirational. They mustn’t be the forgotten heroes of the Covid-19 outbreak.

“Through our Shop Local, Shop Little Heroes initiative we’ll make sure these retailers get the recognition they so truly deserve.”

As the Covid-19 outbreak brings to light some inspiring examples of kindness and community spirit, we launch a hunt to find our Shop Local, Shop Little Heroes.

Award-winning luncheon

Judging will be held in September and the finalists will be invited to a luncheon at a top London hotel in October, when three winning retailers will be announced.

How to enter

• Visit www.TheFedOnline.com.

• Nominate yourself or a colleague.

• Complete the entry form either online or download, complete it and return it to us.

• Please share as much information as possible.

• Upload a minimum of four photographs demonstrating your acts of kindness.

The deadline is 5pm on Friday July 31.

Shining a spotlight on our retail heroes


Mondelez trade communications manager Susan Nash said: “We all know what a crucial role independent retailers play in their local communities – not just in times of crisis, but all year round. “With many shoppers around the country reliant on their local stores for daily essentials and far more, we want to recognise these unsung heroes.

With the Covid-19 outbreak meaning many retailers are facing their most challenging operating environment ever, we’re delighted to be a proud supporter of the Shop Local, Shop Little Heroes campaign.”

Awards | Retailer Heroes

Booker managing director – retail Colm Johnson said: “The importance of local, independent stores to their communities has never been demonstrated more than in recent times, which is why Booker would like to recognise and reward those special retailers and their teams that have made such an impact on the shoppers they serve.

“Thousands of independent retailers across the UK work tirelessly to ensure they truly are the heart of their communities and Booker would like to say ‘thank you’ to them.”

Boost Drinks founder and managing director Simon Gray said: “Because of the unbelievable level of support retailers have given to their local communities during Covid-19, risking their lives and catering for the most vulnerable, we felt compelled to show our appreciation.

“This campaign also matched our ‘We Love Local’ ethos. As a company that exclusively serves the independent sector, championing independent retailers has always been our mantra – now, more so than ever. We’re delighted to be sponsoring the Shop Local, Shop Little Heroes campaign.”


A few months ago, nobody had heard of Covid-19. Now, though, it has completely gripped the world – and it continues to have an unprecedented impact on all of our lives.

With many retailers facing drastic restrictions on their trading activity, there’s an increased level of uncertainty as we all try to adapt to this new ‘normal’.

Others of you are having to deal with an increase in demand as well as changes in the way you operate or run your businesses.

At The Retail Mutual, we’ve seen a vast increase in enquiries from worried members. That’s why we’ve created a dedicated, comprehensive coronavirus information hub at www.theretailmutual.com/coronavirus. This includes:

Frequently asked questions (FAQs).

Summaries of government support initiatives for businesses, landlords and the self-employed.

Advice on keeping you and your staff safe.

Protection when you need it most

Did you know insurers may impose restrictions on your cover if your premises are left unoccupied and unattended for a long period of time? This will be a major concern for retailers who’ve been forced to close.

But to ease the worry, we’ve made some provisional amendments to our cover for those prevented from operating their business or attending their premises due the government restrictions on trading, social distancing, self-isolation or quarantine. Visit our coronavirus hub for more detail.

Stronger together

For more information, visit www.theretailmutual.com or call 0333 2127 263.

Retail MutualLatest

The Retail Mutual has launched a new coronavirus website hub to help you navigate your way through the current pandemic.

Get the latest news

We continue to work with our supporting insurers, commercial partners and industry groups such as the NFRN to ensure maximum support for business owners and sole traders through this pandemic.

We’ll post regular updates and guidance on our coronavirus hub. You can also follow us on Twitter or Facebook (@retailmutual).

We are proud of all our members. Your hard work and dedication have contributed to the welfare of everyone at this time. Please stay safe and we look forward to coming through this as an even stronger community.




On average NFRN Connect receives 50 to 60 calls daily along with a dozen or so emails. The team will also make roughly 80 calls daily to follow up on member queries or to ensure retailers are aware of the latest membership offers and activities.

Mr Williamson said: “Most of the calls we receive relate to problems members are experiencing with their news wholesalers, such as late deliveries, shortages or queries about crediting.

“Often the members have tried to resolve the problems directly, but with little or no success. We know the right questions to ask and we have the necessary contacts in news wholesale houses to highlight these issues and, in most cases, achieve resolution within 48 hours.”

Having recovered nearly £1,000,000 of members’ money since 2013, NFRN Connect should always be your first port of call for help.

It’s seven years since our helpline service NFRN Connect came back in house – and since then it has recouped a massive £918,000 of members’ money.

Not surprisingly, now the five-strong team led by supervisor Andrew Williamson hopes to smash the £1,000,000 mark by the end of the year.

Mr Williamson said: “It’s ambitious, but that’s the target we’ve set ourselves. We’d be so proud if we could win back £1,000,000 of members’ money.”

Last year, nearly £130,000 was recouped by the team. So far this year, almost £60,000 has been recovered, with the majority coming from missing credits and vouchers and for getting requests for deposits waived. News wholesalers and publishers have paid out a further £4,000 in restitution for poor service.

Alongside Mr Williamson in the team are Nathan Hall, Chloe Gibson and new recruits Les Mitchell and Ricky Bowman, who joined in February following the move into the new Bede House headquarters.

Together, they man NFRN Connect seven days a week, 364 days a year, from 7am-5pm Mondays to Friday, 7am-11am Saturdays and bank holidays, and 7am-10:30am on Sundays.

“We have the necessary contacts in news wholesale houses to highlight these issues and, in most cases, achieve resolution within 48 hours.”

A formidable member benefit!

RECOVERED

£900,000

NFRN Connect seven days a week, 364 days a year:

7am-5pm Mondays to Friday 7am-11am Saturdays and bank holidays 7am-10:30am on Sundays

NFRN ConnectMember Benefit


“ What’s important is that members are recognising NFRN Connect is always there in their time of need and that we do get results – so we should always be their first port of call.”

100 per cent customer satisfaction!

Delivering a great customer experience every time is critical for the NFRN Connect team. That’s why so much value is placed on member feedback, which allows the team to understand what it is doing well – and where it can improve.

According to NFRN Connect’s last survey, members are hugely satisfied:• 100 per cent say they would use NFRN Connect again.• 96 per cent were satisfied with the adviser they spoke to.• 93 per cent will recommend the helpline to fellow retailers.

However, during the first two weeks of lockdown the number of calls that members made to NFRN Connect soared.

“We took 1,177 calls from members looking for guidance about whether they should continue trading and what they needed to do regarding home news delivery. With the issues that Smiths News was having with Pune, we also took a higher number of queries than usual from its customers.

“Since then, members have been asking for advice on protecting themselves, their staff and their businesses; how they can build their HND offering; and how they can ensure they have sufficient supply to meet demand. This has been a big change from the usual queries relating to late supplies and packing errors.”

He added: “What’s important is that members are recognising NFRN Connect is always there in their time of need and that we do get results – so we should always be their first port of call.”

100%CUSTOMER

SATISFACTION

96%ADVISER

SATISFACTION


Rob Holdaway

“The service is superb – I wouldn’t be able to run my business without it. I call the team whenever I’m having issues with my news wholesaler, probably several times a week. I also contact NFRN Connect to get intouch with my RDM. The service is very easy to use and the staff are always very helpful and polite.

“Things are changing very rapidly within the industry and I wouldn’t be able to run my business without the help of the NFRN Connect team.”

Beverly Peat “I usually call the NFRN Connect team about paperwork, lack of paperwork and issues with deliveries. Papers and magazines were being left in places I couldn’t get to, so I called the NFRN Connect team to see if it could contact the wholesaler and get them to leave them in a better place.

“Suppliers seem to listen to the NFRN Connect team a lot more than they do to me.

“The team is very polite and helpful. It’s helped me with a lot of problems.If it wasn’t for the NFRN Connect team, I’d stand alone.”

NFRN Connect: Members give their verdict

Ali Seedat

“I call the NFRN Connect team for lots of things. Most often, it’s for help when I’m having trouble with my news wholesaler.

“The service is very easy to use. Given the current difficult circumstances, I have to give the NFRN Connect team credit where it’s due. It does what it can, when it can.

“The staff are always very helpful and polite.”

93%WOULD

RECOMMEND

“The service is superb – I wouldn’t be able to run my business without it.”

Get in touch

Whatever your issue, NFRN Connect is here to provide professional help and support. Call 0800 121 6376 (free from a landline), 020 7017 8880 or 01 453 5822. Alternatively, email [email protected].

NFRN ConnectMember Benefit


With publishers collaborating to offer more extensive home news delivery opportunities, News UK’s head of retail marketing Chris Hughes explains the benefits of the service, how it can help your store, and how it providesa vital public service to those in isolation.

Retailers and journalists have lots in common during this unprecedented time: both offer a vital public service and both are on the front line.

As I write, the country is in lockdown and many of the most vulnerable in society are unable to leave the house at all. So I’m pleased publishers have come together to create introductory free home news delivery (HND) offers through the industry’s Deliver My Newspaper website.

People in isolation need trusted news more than ever – and we need your help to reach older and vulnerable people, particularly as many of them rely solely on newspapers for their news. Home deliveries keep up their spirits and give them the best possible information.

Earn thousands of pounds

During ordinary times, HND offers your business a guaranteed sale and drives customer loyalty as they commit their business to you. During this pandemic, branded news is even more important by cutting through the wall of fake news on social media and giving readers considered, expert advice.

In good times, HND customers will visit your store more frequently to pay their bills – presenting another opportunity to develop a relationship and secure more of their basket spend.

Home news delivery: the lifeblood of your community

HND can be worth up to £17,000 a year to your business

Pro Print

Our research, conducted before coronavirus, shows 90 per cent of customers keep a HND service after the initial promotion. So this drive to HND is an encouraging trend for retailers. Futhermore, research last year from The Times’ 7.8 million PIN vouchers shows more than half of all subscribers are loyal to just one retailer when buying their daily newspaper – and HND can be worth up to £17,000 a year to your business.


Pro Print Home News Delivery

If you look after customers now, they will remember it.

So far, readers have turned sharply to HND during this pandemic: we’ve seen more than 200,000 new vouchers ordered. There were 6,500 retailers offering a home delivered service before this crisis and more than 250 retailers have already responded to the call to offer new HND services. Thank you for all you are doing. It’s vital that customers can access their newspapers, so please help us to ensure you are only listed on the Deliver My Newspaper site if you still offer HND.

Benefit your community

Even when the elderly and vulnerable are not in lockdown, HND is valuable to those unable to visit your store regularly or easily. If you’re able to start offering HND, it will be of real benefit to your community.

And by offering different delivery services to houses you’re already visiting through HND, you can add even more value to customers – and simultaneously generate additional revenues for your business.

You’ll all be on the front line in the coming weeks, providing food and news to your communities. While you were the heart of your communities before, now you’re the lifeblood. Thank you for all you are doing.

HND fast facts

Newspapers delivered to households every day.

Percentage of national newspapers creating introductory HND offers.

New HND vouchers ordered on Deliver My Newspaper (DMN).

Retailers already on DMN.

New retailers signed up to DMN.

Percentage of UK postcodescovered by DMN.

1,000,000

100

200,000+

6,500

250

90

Even when the elderly and vulnerable are not in

lockdown, HND is valuable to those unable to visit your

store regularly or easily.

Average store revenue generated by a HND round.

£17k


Pro Print

Top tips for a successful service

1. Spread the word. Encourage customers to tell local friends and relatives who may be self-isolating about your delivery service options.

2. Maximise routes. Work out the areas you currently or could cover and use POS materialto secure new orders.

3. Add extras. Could you use your HND service to deliver food and other essentials to self-isolators? If so, how will you manage staff to fulfil these orders?

4. Keep organised. An order management system like Paper Round is great for helping you plan and develop your business. It even manages billing.

5. Coordinate well. Make sure your supplier knows you offer a HND service, and work with them to ensure copies are supplied when you need them.

“We’re relying on HND…”

David Lomas, from Lomas News in Manchester, has lost 60 per cent of his turnover since his store had to close. But he’s making up shortfalls with his home news delivery service, having taken on the service himself and delivering every morning. He has staff in the shop taking telephone orders between 8am-1pm.

David said: “We’re relying on HND to see us through this awful time. People are paying up front in credit and it’s been heart-warming to get so much support from our customers.

“We’re delivering to an extra 70 accounts every day and the phone just doesn’t stop. We’re doing our bit for the local community by keeping newspapers coming out. Newspapers are a great way to find out what’s going on in the UK and in the wider world.”

Get involved!

To register with Deliver My Newspaper or talk to us about securing a potential buyer for your business, email [email protected].

In good times, HND customers will visit your store more frequently to pay their bills – presenting another opportunity to develop a relationship and secure more of their basket spend.


Grounds for optimism

Historically, strong sales increases are seen in the year after a Pokémon video game release. Further TCG expansions every quarter – in February, May, July and November – ensure wins all round, with the excitement of regular fresh content generating increased footfall.

And with positive reaction to the recently-released video games Pokémon Sword and Pokémon Shield, 2020 is set to be another great year for the associated TCG.

Galar, the region where the games are set, is inspired by the UK, with trainers battling in grasslands, towns, plains and gigantic stadiums.

The Pokémon animated TV series has clocked up more than 1,000 episodes – with a further 21 animated Pokémon movies to date.

Augmented reality game Pokémon GO has 150 million global users per month and has been downloaded one billion times since 2016.

Pokémon is promising more exciting innovations on the near horizon to ensure its popularity remains sky-high. And with the franchise celebrating its 25th anniversary in 2021 there promises to be a spectacular celebration of all things Pokémon.

Pokémon Sword and Shield ‘Rebel Clash’ trading cards can be ordered from your news wholesaler.

PokémonPro Print

Until now, Pokémon trading cards have only been available from the toy channel, but with distribution moving to the news trade, here’s why they should be prominent in your store.Since its launch in 1996, Pokémon has become a global phenomenon. A combination of video, trading cards and mobile games, along with apps, animation and movies, competitive events and licensed consumer products, have made it unstoppable.

Now, thanks to the hugely successful and first-ever live action Pokémon film, POKÉMON: Detective Pikachu, a new generation of fans has been attracted to one of the world’s most popular and successful entertainment franchises.

Currently, the Trading Card Game (TCG) is sold in 77 countries and regions in 13 languages – with a fair share of those sales in the UK and Republic of Ireland. This is set to increase this year with Pokémon trading cards distributed through the news trade.

How to maximise salesDisplay the cards prominently at your till. Re-order from your local news wholesaler before you’ve sold out.

Are you making the most of this pocket-sized profit booster?


While many businesses have been forced to close, the news industry has become more important than ever.

At The Newsagent Direct in Newport, business is booming. Owner Jonathan Powell has always used a variety of promotional methods, including leafleting, social media and advertisements. But the company has seen a significant increase of orders since the start of the coronavirus outbreak.

“More people are buying magazines and papers than ever – we’ve got around 370 new customers in the past four weeks,” he told The Fed.

Jonathan, who runs the business with his wife Jo and brother Rich, said: “Although our elderly customers don’t typically use the internet, a lot of their children have started to search for us. In just one week, we gained around 200 new delivery customers. So many people are sat at home bored and wanting something to read, I’ve been run off my feet.”

The Newsagent Direct delivers newspapers and magazines throughout Newport and surrounding areas.

Amid self-isolation and the tough Covid-19 restrictions, Welsh roundsman Jonathan Powell reports a large increase of customers wanting newspapers and magazines delivered to their door. Here’s how he is doing it.


Deliveries start at 5am seven days a week and milk, bread and other essentials are available alongside newspapers and magazines.

Jonathan charges £3.50 delivery a week - on top of the price of the magazines and papers - or 55p a day and pays the deliverers 30p per drop.

From newsagent to news deliverer

Jonathan’s news industry career began aged 18 working in his father-in-law’s newsagents, which he later purchased. Twenty-two years later, after attending an NFRN conference, he decided to become a roundsman.

He said: “Years ago, the shop had offered an HND service – but we’d given it up. However, after hearing about the opportunities it offered, I decided to restart it. I created leaflets and put up posters to advertise the service. It soon gained interest.”

A helping hand

Just recently, The Newsagents Direct has started to deliver comics from the local comic book and gaming store, Sin City Comics in Newport.

Pro Print Pro Print Interview

Jonathan said: “Sin City Comics has been forced to close because of the coronavirus outbreak and the owner messaged me to ask if I could help with deliveries, so that he could keep his trade going.

“We came to an agreement and he started to advertise the service on his social media pages. I’m currently delivering the packages of collectables, comics and figurines for our usual delivery charge.”

The Newsagent Direct has also offered to partner with other businesses within the area.

Jonathan continued: “I thought that there’s bound to be other local businesses that might be in a similar situation.

“There are loads of small businesses in Newport and it’d be great if we could all help each other out.”

Jonathan’s top tips

Look after your customers “Make sure you’re providing the best possible service. If a customer is in need, I’ll do what I can to help by delivering essential items such as milk and bread.”

Take advantage of industry schemes “This really helps your business to stand out.”

Get involved with the local community “Your business will become more popular.”


Campaign Retail Crime



Winning and retaining print customers remains key for many independent stores and news delivery specialists. It’s a strategy that helps put the future of the category and the news industry back into the hands of the retailer, and has clearly resonated with many NFRN members.

Kent member Guy Day, for example, said: “We’ve contacted our customers by telephone, explained the offers to them and what they can save if they subscribe, and we’ve converted 37 of them to a subscription, earning over £1,000 in the process.” Since launching last year, more than 1,000 retailers and home news delivery specialists have generated hundreds of new seven-day, 12-month subscriptions – leading to more than 200,000 copy sales each year. According to our data, new seven-day print subscribers are retained for an average of three years!

In year one, the retailer profit from these subscriptions equates to more than £90,000. Over three years, it will surpass £270,000.

Retailers also earned more than £30,000 in immediate incentives for generating these customers, as well as the guaranteed daily footfall and improved basket spend generated by subscribers.

As The Telegraph transforms into a subscriber-first business, it is working closely with the NFRN and members to build a stronger future. Its national sales controller Paul Reeves reveals all.

Investing in retail subscriptions, investing in you

Get your free retail pack

Our supporting retail packs link with the seasons, with the striking bright yellow designed to prominently stand out while POS illustrations and leaflets encourage customers to think differently about a subscription. Highlighting home deliveries drives even greater revenue.

Inside the pack is a full retail brief, along with posters showing the financial savings and benefits of subscribing, leaflets to distribute or deliver to non-subscribers, shelf talkers and wobblers. A brief telephone and email ‘offer’ script is also included.

To order a retail support pack, call NFRN Connect on 0800 121 6376 or email [email protected].

TelegraphPro PrintPro Print


| WWW.THEFEDONLINE.COM34


Husband and wife partnership Sean and Kate Hudson have transformed the fortunes of a small village store into a national award winner. The Fed found out how they did it.

After 20 years of living in the South Tyneside village of West Boldon, Sean and Kate were firmly part of the local community. But they took things to a different level three years ago, buying the neighbourhood newsagents and starting a new adventure in retail.

“Our biggest difference is that we make sure we speak to everyone that comes into the store,” said Sean. “We want to give everyone a personal service. It doesn’t matter if they’re regulars or new visitors. We listen to our customers and we’re very much guided by what they want.”

It’s an approach that has certainly paid dividends. The pair have been praised for “putting the heart back in West Boldon” and were named Newsagents of the Year at the 2020 NFRN Awards.

Their business has also performed exceptionally in recent weeks, despite reduced opening hours and in-store social distancing instigated by the coronavirus outbreak.

Putting customers first

While the pair had no experience in running a newsagents, they had both worked extensively in the licensing trade and instinctively understood the importance of customer service.

Kate said: “We try to make sure we’ve got everything our customers want. We’ve got small volumes of products like boot polish, so you can find exactly what you need, and we’ve started a new initiative called ‘Ring and Bring’, where elderly and ill customers can call us and we’ll deliver to them.

Store ProfileWest Boldon Post Office63 Addison RoadWest Boldon NE36 0RA

Opening HoursMon-Fri: 6:30am-6pmSat: 7:30am-4pmSun: 7am-12pm

“An artisan bakery delivers every day, so we’ve always got fresh bread and cakes. We offer fruit and veg boxes in the cooler months, we’ve started a dry cleaning service (the cleaner collects from us and we get 30 per cent), and we regularly change our window to keep things looking fresh.”

Sean added: “Since the coronavirus outbreak, we’re actually doing what we’ve always done, but the pandemic has accentuated it and made it that much more used and appreciated.”

Feature | Member Spotlight

An eye-catching store…With even better results!


Award-winning success!

Sean and Kate were crowned Newsagents of the Year at the 2020 NFRN Awards ceremony in January. The pair were among 13 members and suppliers honoured at the event at the Royal Lancaster Hotel, London.

Sean said: “It felt absolutely amazing to win knowing that a panel of judges had benchmarked us against industry standards.

“To have been there representing the North East was reward enough and we really didn’t expect to win, knowing just how many dedicated and experienced newsagents there are around the country.”

Exploiting new opportunities

However, Sean is quick to recognise that news remains the store’s most important category. “Retailers need to maximise the opportunities it presents,” he said. “Since the lockdown we’re probably 33 per cent up in terms of our rounds and, despite social isolating, counter sales of papers are up too.”

West Boldon Post Office is now the only store in the area with a home delivery service, covering a 1.5mile radius. It adds up to £8,000 to its top line each year by sub-retailing its newspapers to another store in the next village.

Sean added: “Other stores have issues with their delivery boys and girls, but we’ve got a great team. We give them bonuses, take an interest in them and make them feel part of the team. Our youngest is 14 and our oldest is 70!”

Sean and Kate’s top tips

As well as joining the NFRN, the pair have three main pieces of advice for fellow retailers:

• Keep a tight grip on cash flow by scanning everything in and out of your store.

• Use social media, but do it well – even if that means just using one platform.

• Your customers will let you know exactly what they want, as long as you listen and act.

One of Sean and Kate’s first moves as store owners was to join the NFRN, a decision they say has given them an immense advantage.

Kate said: “Being new to retail, we wanted advice and assistance as well as the ability to benefit from the experience of other retailers. The NFRN gave us all that and more. They’ve got so many tools and tips for newsagents to help stores flourish.”

Feature | Member Spotlight

What the customers say:

“The owners go above and beyond to help where they can.” – Simon

“Lovely couple with a great ethic towards serving the local community.” – Steve

“Real asset to West Boldon and the surrounding areas.” – Ian


Features | Member Spotlight



From fond memories of seaside trips to comfort eating during challenging times, it seems almost everyone has an ice cream tale to tell. With the global popularity of the sector showing no signs of melting away anytime soon, ice cream offers a variety of opportunities for independent retailers.

A boost in sales

Although selling ice cream may involve a considerable investment for independent retailers, there are several potential benefits.

Richard Ladbrook, of Laddies Ices in Spalding, said: “Having ice cream products can be a great add-on sale – especially when the weather is good.

“It can increase footfall – particularly during the summer – even if you’re only selling impulse lines like Fab ice lollies and Twisters.”

Richard has one key tip for independent store owners that sell ice cream products: make sure your display is clean and bright. He said: “If your display is clean and well-advertised, it will sell itself.”

Keeping ahead of the game

Steemers-O’Leary’s Day Today News in Wexford, Ireland, has been open since 1925. It has built a loyal and large clientele, with customers travelling from near and far to get a taste of its famous ice cream treats.

Owner Peter Steemers, pictured below, said: “We sell a number of ice creams, from crocachocs – which are cones with hot chocolate solidified on the outside – to funky monkeys and strawberry blondes.

“We initially started off with a small ice cream machine which wasn’t up to productivity levels, and soon got a much larger machine which also dispenses syrups.

“I clean the ice cream machines religiously. I also taste test the products regularly. If something doesn’t taste quite right, I immediately try to figure out what’s wrong and give the machine a deep clean.

“It’s important to maintain a high quality and large range of product, great and quick levels of service, and cleanliness within the shop. I also use Facebook to promote our store.”

“It’s important to maintain a high quality and large range of product, great and quick levels of service, and cleanliness within the shop.”

Feature | Ice Cream

The sweet taste of successSelling ice cream presents hundreds and thousands of opportunities for independent retailers. Here’s the inside scoop.


A sweet relief

From ancient wars to today’s self-isolation, ice cream has comforted us during history’s most challenging times. But why do people continueto reach for a tub of ice cream during their hardships?

Shahid (Mo) Razzaq, of Family Shopper in Blantyre, has a large ice cream and dessert bar – Roxy’s Desserts – within his store. Aimed at all ages of the local community, it has its own sit-in area.

Mo, pictured below, said: “Having an ice cream is something to look forward to if you’re bored or going through a hard time. It’s something to do, makes people happy and takes their mind off things”.

Whether it’s a bubblegum sundae, dairy-free chocolate cone or a classic 99, the ice cream market truly has something for everyone. Knowing your main customers’ preferences and key industry trends can help to ensure your products don’t go to waste.

“Pay attention to what sells and what’s popular among your customers. The popularity of a flavour can even be regional.”

Although times have been extremely difficult, trade will eventually return to normal and customers will certainly search for frozen treats to enjoy outdoors.

In the meantime, certain measures, precautions and plans can help to protect your sales and customers, explained Mo.

He said: “We’ve asked our customers to pre-order, step outside while they wait for their order, and we’ve implemented a limit of six customers at a time.

“I’d definitely suggest retailers in the ice cream market think about a delivery service. At times like this we need to go to our customers, instead of waiting for them to come to us.

“It’s easy enough to start a delivery service. If you have enough members of staff, just print out an order sheet and have a telephone service. You need to be able to call your customers if you don’t have the products that they want.”

Mo said: “Pay attention to what sells and what’s popular among your customers. The popularity ofa flavour can even be regional.

“Vanilla ice cream is our most popular flavour, particularly amongst elderly customers. Our younger customers tend to go for Tango Ice Blast.

“I like to try different flavours in my store. We also like to get seasonal flavours for holidays such as Halloween and Christmas.”

Managing your ice cream sales through the Covid-19 pandemic

Feature | Ice Cream



Before you open your shop on May 20, all menthol flavoured cigarettes must be removed from sale. Here’s what you need to know to comply with these new regulations.

Regardless of whether you’ve closed your store during the coronavirus crisis or traded throughout, May 20 is a watershed day for all independent retailers. It is the first day of new laws banning the sale of menthol flavoured cigarettes. All eligible items must be removed from sale at the end of trading on May 19.

The ban was announced two years ago as part of a package of measuresunder the Tobacco Products Directive. Failure to comply with the ban could result in fines and even a prison sentence.

According to research from Philip Morris Limited, 25 per cent of existing menthol smokers have said they will move to non-menthol cigarettes and 60 per cent are looking for a new alternative. However, a recent PML survey discovered 30 per cent of retailers are yet to stock these alternatives.

Increased competition is coming

PML’s head of field force Kate O’Dowd said: “The local retailers I speak to, who have price-conscious customers and minimal passing trade, are waiting for customer requests before stocking new alternatives. High street retailers, on the other hand, usually cater for a broader customer base. They’re proactively stocking alternatives ahead of the ban.

“My advice is simple: whether it’s before or directly following the ban, acquiring the knowledge on the alternatives available is of equal importance to stocking a diverse range that will suit the varying needs of your customer.

“The commonality between local and high street retailers after the ban will be the increased competition they’ll have from online retailers and high street specialists - who have an in-depth knowledge of the tobacco and nicotine categories available.

“For retailers, being able to educate adult smokers on what best suits their preferred taste could mean the difference between retaining or losing that menthol custom.”

The final countdown

ISSUE 3 MAY 2020WWW.THEFEDONLINE.COM |43

Get your staff prepared

JTI UK’s communications director Mark Yexley agrees that being familiar with alternatives options is key.

He said: “Existing menthol and capsule cigarette smokers might have questions about the ban. Ensure staff are knowledgeable so they can answer these with confidence.”

With some menthol and capsule smokers unable to buy their usual brand through legal channels, JTI fears they might be tempted to seek them out via the black market.

Mr Yexley added: “We all need to work together to educate consumers on the dangers of illegal tobacco and I’d encourage retailers to direct consumers to JTI’s Don’t Be Complicit In Illicit micro site – www.jtiadvance.co.uk/DontBeComplicit – where people can find more information and report any instances of illegal trading anonymously to Crimestoppers.”

Imperial Tobacco and blu’s UK corporate affairs director Duncan Cunningham issued a reminder that crushball filter tips, as a stand-alone smoking accessory product, remain unaffected by the menthol ban.

He also suggested that many menthol consumers could use the ban as an opportunity to move into vaping.

“Any devices on offer should be supported by a strong range of menthol e-liquids and Liquidpods to help heavier smokers switch,” said Mr Cunningham.

Menthol ban at a glance

From May 20, you cannot sell menthol cigarettes.

You are also banned from selling capsule, click on, click and roll, crushball and dual menthol cigarettes.

There is no sell-through period, so sell any remaining stock by May 20. It cannot be sold after May 20, even at a reduced rate.

You can continue to sell heated tobacco products and e-cigarettes.

“For retailers, being able to educate adult smokers on what best suits their preferred taste could mean the difference between retaining or losing that menthol custom.”

Feature Menthol Ban


What’s new in the soft drinks and snacks market as we approach a summer like never before?

Cash in on the iced coffee market

According to founder and managing director Simon Gray, 2020 will be Boost’s biggest and most exciting year yet, with both a move into a new category and new positioning for the brand.

Mr Gray said: “We’re proud to sell our products solely through independent retailers and, even as we look to launch our new brand, our position on the independent sector won’t change.”

New Silky Smooth Cafe Latte and Full Bodied Double Espresso SKUs are already flying off the shelves and the warm weather will make these ready-to-drink (RTD) coffee drinks more popular than ever.

According to Mintel, 66 per cent of UK 18-24-year-old coffee drinkers see chilled coffee as a good alternative to sugary drinks, while out-of-home hot and cold coffee sales are up 54 per cent in the last year. The category is also the fastest growing functional drinks category, with figures from the British Coffee Association revealing 27 per cent growth over the past 12 months.

Despite being ambient, the products should be sited in your store’s refrigerated section.

“This allows for ease of purchase when customers come into your store and are focused on ‘refreshment’. Positioning your fridges near to the door is also key to increasing impulse purchases,” said Mr Gray.

The hottest new additions for your shelves


Summer SalesFeature

Jump on the growing trend of cold coffee

As independent retailers benefit from the growing trend for cold coffee, April saw Nescafé Azera Nitro RTD innovations hitting the shelves, with a new range of three indulgent flavours – Latte, Salted Caramel Latte and Double Shot Flat White.

All three recipes are under 100 calories, with lower levels of sugar and fat compared to other RTD alternatives on the market. Nescafé Azera Nitro RTD NPDs will be available in 250ml cans at an RRP of £1.49.

With 67 per cent of RTD coffee consumed on the go, and 96 per cent of consumers wanting RTD coffee chilled for immediate consumption, Nestle urges stores to keep fridges fully stocked to capitalise on this growing trend. With the biggest consumption of cold RTD coffee being at meal times, displays should also be positioned adjacent to any food-to-go ranges to maximise cross category pick-up and sales.

Introducing a new taste

Energy drink brand Red Bull is bringing a new taste to the market with Red Bull Zero, delivering a similar taste to the classic Red Bull Energy Drink but with no sugars.

Energy drinks are one of the largest and fastest-growing categories in impulse grocery, despite a challenging macro environment. For the past decade, energy drinks have been the fastest-growing segment within the soft drinks category (Euromonitor Passport, Off-Trade Value RSP, 2008-2018). Growth is predicted to continue for the next five years, according to Mintel’s 2019 Sports and Energy Drinks Market Report.

Red Bull advises retailers to align category space with the share of value sales to maximise sales: allocate 50 to 60 per cent of soft drinks space to the top five brands, and introduce vertical blocking as this helps shoppers easily find the product they are looking for.

Consumers will be spending a lot of time at home as the warmer months approach, especially in the current situation.

That’s why trading director Matt Collins believes barbeques and summer snacking are likely to become a regular weekly meal occasion and shopping mission.

To maximise summer snacking sales, Mr Collins encourages retailers to consider dual-siting and dedicated displays.

The KP Snacks range extends from nuts to McCoy’s Muchos and Fiery Steak. Coming in at under 100 calories per serving, Popchips provide a more permissible snack option for healthy conscious consumers, while Tyrrells

offers a range of premium crisps, nuts and popcorn for summer sharing occasions.

Price-marked packs are a successful tool for driving impulse sales across the sharing sector. KP’s £1 PMP range is out-performing PMP market growth at 30 per cent, according to Nielsen. Furthermore, 82 per cent of retailers have told Nielsen they must stock PMPs. As two for one promotions on

£1 PMPs drive strong uplifts, retailers are urged to activate these now, as the convenience channel becomes even more important.

To further boost summer sales, KP Snacks suggests building a dedicated BBQ fixture, positioning nuts and crisps in the beer, wines and spirits aisle, and using window posters and shelf barkers to catch the eye of consumers on the path to purchase.

Increase your store’s snack sales ready for BBQ season



Booker is the UK’s leading food & drink wholesaler with branches nationwide and is proud to serve Premier, Londis, Budgens and Family Shopper retailers. Booker’s

commitment to customers is to improve choice, price and service to help them drive footfall, sales and profits in their business. Find your local branch by visiting www.booker.co.uk

Throughout 2020 we will be working together to drive initiatives which support the sustainability of the newspaper and magazine category for independent retailers, through

improvements in service and product offering. We will be helping members embrace modern ways of managing their supplies through SNapp and will look to drive improvements for customers through engagement and feedback from members.

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

As the operator of The National Lottery, we are a company like no other - a commercial organisation that raises

billions of pounds every year for the public good. Our overall objective is to maximise returns to Good Causes through selling National Lottery products in an efficient and socially-responsible way.

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

Newtrade Media is the go-to source of information for independent retailers. Our print publications, RN, Retail Express,

Vape Retailer and The Retail Success Handbook are filled with advice from the shop floor, exclusive news and industry insights that will help you grow your sales and profits.

T: 020 7689 3384 www.betterretailing.com

Our subscriber first strategy provides a fantastic opportunity to work together to drive further value

for your business and real value back to the customer through working together to sell print subscriptions. NFRN members have already earned over £20,000 converting Telegraph customers to subscriptions.

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

The UK’s largest commercial news publisher, with over 150 titles including the Mirror, Express, Star, Daily Record, Manchester Evening News and Liverpool Echo, as well as magazines OK! and New! Reach understands

the importance and value of home news delivery (HND), working tirelessly at industry level and directly with the NFRN on projects to help build and support new and existing distribution services.

E: [email protected]

The Retail Mutual has been collaborating with the NFRN for over 20 years to provide independent retailers with an alternative to insurance. Founded by retailers for retailers,

we are dedicated to protecting you and your business. We also offer an extended portfolio of products to protect your home, your family, your staff and any landlord properties you may have.

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

Nestlé’s wholesale & convenience team cover many iconic brands, including Nescafé, Maggi, Carnation and Nesquik. Our key focus this year is winning in drinks-to-go, with our exciting relaunch of Nescafé Azera Nitro cold coffee and the launch

of Nesquik Ready To Drink. Look out for news on these products!

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

Mail Newspapers is delighted to continue its Elite Partnership with the NFRN, working with members to maintain a successful independent news category

through trade events and initiatives, such as our sponsorship of the Newsagent of the Month and Newsagent of the Year awards.

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

Post Office offers market-leading products and services in mail, banking, bill payments and foreign exchange. Running a Post Office brings all kinds of people into your retail store from parents paying

their utility bills to small business owners paying in cash, and from online traders posting parcels to holidaymakers collecting their travel money. You become the shop, the bank and the Post Office in your community.

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

How our business partners can boost your businesses

At Philip Morris Limited (PML) we have a smoke-free-vision, and you are part of it. To make the most of what we are offering

during the menthol cigarette ban, register at www.menthol-ban-retail.co.uk. By registering, you can get the latest updates on selling our IQOS Menthol Kits, understand the impact on your business and also benefit from our free of charge menthol cigarette buy-back scheme. Join us in creating a smoke free future.

www.menthol-ban-retail.co.uk

NFRN Elite PartnersLatest

Payzone enables retailers to offer a wide range of services to their customers. From making gas, electric and water bill payments, topping-

up their phones, bus and railcards to collecting parcels. With suppliers such as British Gas, Eon, and EE, retailers can increase the footfall to their store by becoming a one-stop-shop within their community.

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

At Panini we only have the biggest and best trading card and sticker collections and are proud to be an Elite Partner

of the biggest independent retail group in the world. For stock and for marketing materials please contact NFRN Connect.

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

With more than 40 years’ experience helping to build thriving independent businesses, Nisa is the name that retailers trust. Our award winning delivery network, averaging 98 per cent availability,

extensive product range and strong own-label brand - including over 2,000 Co-op own brand products - means that our partners enjoy unrivalled service and support.

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


Documents

Shining the spotlight on you, · regular Coronation Street fix were thrilled when one of the soap’s characters referenced the NFRN. The Federation was mentioned by ex-newsagent