Local Shop Summit – as it happened

14:18 - betterRetailing Team

So I’ll be signing off here on betterRetailing.com but you can continue the conversation on Twitter using hashtag #localshopsummit

14:17 - betterRetailing Team

A wonderful debut for this summit, with some great tips from the suppliers. And the suns out now in Torquay

14:15 - betterRetailing Team

The breakout focus groups here at #localshopsummit are closed to reporters to create an environment where retailer and supplier can speak candidly

13:22 - betterRetailing Team

It would seem that’s that then. Some focus groups after lunch but the main show is over. Very well received on the whole, and a great summit

13:09 - betterRetailing Team

Booker are working on an initiative to help retailers use technology to build sales. Nice positive note to end on, and plenty to digest over lunch

13:08 - betterRetailing Team

The data available to the multiples gives them an advantage says the questioner

13:07 - betterRetailing Team

A final question on if there is help from any of the panel to set up EPoS and use the technology available

13:05 - betterRetailing Team

Our blogger Christine addresses conference and explains that Twitter is about building long-term customer engagement. Bravo!

13:04 - betterRetailing Team

Finally a question on social media. I won’t explain what Twitter is here as I assume you already know

12:59 - betterRetailing Team

Certainly a move from tobacco and news to convenience is not the case in the room

12:53 - betterRetailing Team

Idependents gained the most from the recent Lego promotion in the Sun, say NI

12:51 - betterRetailing Team

Bit of a shame, but this question and answer session has descended into arguments and accusations about margins

12:48 - betterRetailing Team

More anger from the audience about newspaper allocations, saying they sell out by 10am regularly. NI proactively took part in the bank holiday justice campaign

12:42 - betterRetailing Team

They treat illicit traders as competitors

12:41 - betterRetailing Team

Imperial say that if the display ban does go through, then they wouldn’t increase the resource against illicit traders as they already put so much behind it

12:40 - betterRetailing Team

Combating the illicit trade is a big thing for Imperial. They estimate 30 percent of RYO smoked in the UK is non-duty paid

12:38 - betterRetailing Team

Asda use rounded up pound sales, based on a survey of customers. This only represents what they do, not what they SAY they do, explains Philip

12:36 - betterRetailing Team

Imperial explain that they really do care about the independent sector. They have a key person constantly in touch with the NFRN

12:35 - betterRetailing Team

NI want to do more to make paper availability better and rely less on computer systems at a local level, but again, there is a balance to strike

12:33 - betterRetailing Team

NI reply that there is a balance to strike between investing in papers, and the margins for retailers

12:32 - betterRetailing Team

Discussion about margins now. “Is today a PR exercise,” asks one retailer. A question greeted by applause. Lots of anger about newspaper margins it seems

12:29 - betterRetailing Team

Retailer shares that the paper has brought back customers into the newspaper market who had left

12:28 - betterRetailing Team

Question about the i newspaper which has broadly been well received. NI are still trying to understand the impact of the cheap quality on the market

12:26 - betterRetailing Team

Confirmation again that multiple c-stores will fall under the 2015 part of the tobacco display ban and remain a competitor to indies

12:25 - betterRetailing Team

We are now moving onto the panel part of the show, questions coming from the audience now

12:24 - betterRetailing Team

Other notable products mentioned by Guy include Oranjeboom lager, confectionery branded ice-cream, own label brandy and vodka

12:22 - betterRetailing Team

1 in 4 stockists sell own label tobacco, but where stocked it is the third best-selling line

12:20 - betterRetailing Team

Also make sure you stock a variety of pack sizes – different pack sizes of the leading brands such as Lucozade and Red Bull does increase sales across the category

12:19 - betterRetailing Team

Consider selling 1-litre Euroshopper energy drink, it could be a big line for you, says Guy

12:18 - betterRetailing Team

Price-marked confectionery sell far better than non-price-marked

12:15 - betterRetailing Team

A close look at products that sell very well where they are sold but are sold in very few shops

12:14 - betterRetailing Team

Unlike anyone else, RN publish average weekly sales per stockist, average RSV, and use independent-only EPoS data

12:13 - betterRetailing Team

Guy Campos is on now talking about data, sales data presumably. Particularly that in Retail Newsagent’s what to stock feature

12:11 - betterRetailing Team

A vertical sales unit properly merchandised can (and has) increase sales in newspapers by five times

12:09 - betterRetailing Team

7 steps to more sales: Signage, location, planograms, merchandise, HND, marketing, using suppliers

12:07 - betterRetailing Team

One in five customers enter a convenience store to buy a newspaper, so there is a big sales opportunity to upsell

12:05 - betterRetailing Team

Basically all we are covering is the fact people still buy newspapers, so sell them. Odd as the room is full of people that do

12:04 - betterRetailing Team

Myth 2: no one  reads papers anymore. Only Coronation Street reaches more people regularly than the sun

12:03 - betterRetailing Team

Covering some myths now. Myth 1: newspapers not important anymore. News delivers more RSV than bread, apparently

12:02 - betterRetailing Team

News International in now. Newspapers are the biggest driver of footfall in convenience stores

12:00 - betterRetailing Team

In summary: Maximise opportunities of RYO, ensure excellent availability, don’t underestimate value of PMPs

11:57 - betterRetailing Team

Customers appreciate the value offered by PMPs and smokers trust the prices more strongly

11:56 - betterRetailing Team

Price marked packs are a great growing sector. Imperial are doing a test in a Premier store and results seem to show increased sales with PMPs

11:56 - betterRetailing Team

Your unit should ensure better selling tobacco products have adequate space to be seen! If customer cant find their brand, they leave

11:54 - betterRetailing Team

There is huge value in excellent availability.

11:52 - betterRetailing Team

Twitter readers, my apologies, will try harder to keep within 140 characters! #localshopsummit

11:51 - betterRetailing Team

Stock RYO in a more visible way! You can get a bolt on RYO unit for your tobacco unit. Move batteries and tissues etc. out of the way for it

11:49 - betterRetailing Team

Since 2008 RYO tobacco sakes have increased 30 percent. 13 percent last year alone

11:48 - betterRetailing Team

Clarification on what Booker said, from Imperial. Small multiples will of course still be able to sell tobacco until 2015 as well. It’s large stores that are being hit next year

11:47 - betterRetailing Team

Thick and fast these speakers keep coming. Mike Laney from Imperial Tobacco is in the spotlight now

11:45 - betterRetailing Team

Summary from Paul now: don’t spend any money online. Don’t let it take your eye if running your business. But do take part!

11:43 - betterRetailing Team

The web and social media is another community, to build on the base of the community in your shop

11:42 - betterRetailing Team

Offer a voucher you can only get via the website. That way you can measure how many customers you’ve gained through the web – Pauls got about 20 he estimates

11:41 - betterRetailing Team

If you can get your web-savvy kid to do the updating then do it. It can be time-consuming

11:39 - betterRetailing Team

Slip of the Tongue and a big laugh as Mr.Fisher mentions Coke instead of Pepsi

11:38 - betterRetailing Team

We’re doing a live interview now with Paul Fisher from Gerrards Cross, a big Twitter, Facebook and general web savvy retailer, who says he uses Twitter and Facebook because they are the most used

11:36 - betterRetailing Team

Speech is in social media. 56 percent of retailers have smart phones but only 6 percent use Twitter

11:34 - betterRetailing Team

Booker sign off and it’s onto Kate Woolf from Pepsico, whose parents were NFRN members, so she’s very pleased to be here today, and not selling apparently

11:32 - betterRetailing Team

Tobacco ban hits multiples in 2012 and independents in 2015. They will spend half a billion more on tobacco in indies for those three years and up to £1billion in your store

11:29 - betterRetailing Team

Web sales are up to £562m from 105k users. Internet really is becoming one of the best places for doing independent business

11:28 - betterRetailing Team

Booker have invested £10m in rolling back prices on lines. Impressive stuff. How much are you investing in your business?

11:26 - betterRetailing Team

Steve pushing the free cases of Euroshopper energy drinks on offer, little surprise, but retailer feedback also good on that line – they fly off the shelves by all accounts

11:25 - betterRetailing Team

The top 500 lines Booker stock represent 10 per cent of their lines, but 50 per cent of sales so make sure you stock them.

11:24 - betterRetailing Team

Keep improving choice, price, and service for your customers is the mission for Booker and retailers

11:22 - betterRetailing Team

Forgot to mention that Guy Campos from Retail Newsagent will also be speaking. First up though, Steve Fox from Booker on what retailers should do in the next year

11:18 - betterRetailing Team

Welcome back! Next up speeches from Booker, News International, Pepsico, and Imperial Tobacco

10:46 - betterRetailing Team

“Milk the sacred now”, says Philip to sign off. Not sure what he means. Time for a coffee break to digest a really great bit of speaking. Back in 20!

10:44 - betterRetailing Team

The idea really is to think people before process. Tiny noticeable things, every day, ALWAYS.

10:42 - betterRetailing Team

So, a recap then. Principles of customer service: Know your market, think 99p, do you want something with that?

10:40 - betterRetailing Team

Find out what your version of would you like something with that is and do it every day.

10:38 - betterRetailing Team

When a cashier asks you ‘Would you like something else with that’ for instance in a coffee shop, what do you say? Philip says about 50 per cent say yes

10:34 - betterRetailing Team

Reputation = experience minus expectation

10:32 - betterRetailing Team

The secrets of customer service apparently only takes 18 seconds for Philip to pass on. This is still to come though, now he’s taking us to Paris with him

10:29 - betterRetailing Team

You WILL sell more product if you charge 99p instead of 86p for an unknown own brand product

10:28 - betterRetailing Team

Philip backs this up. Cartridge world sold 26 per cent more product when they charged £10.99 rather than £10

10:26 - betterRetailing Team

The consensus in the audience is that you could actually sell more if you charged £2.99 rather than £2.

10:23 - betterRetailing Team

£1.99 versus £2 now. Is a round number better than a nearly a round number? Thoughts?

10:19 - betterRetailing Team

What do you get for four grand extra in business class? About an inch, says Philip

10:15 - betterRetailing Team

Is you always think about margin, you’re not thinking about your customer, and what they want. You can’t sell a non-branded shoe in a pro shop, for instance

10:10 - betterRetailing Team

Three is the aftereffects – obviously the aftereffects of Ratners remark was losing his business

10:08 - betterRetailing Team

Being told you buy crap probably doesn’t make you feel that good. This is why Ratners went bust.

10:07 - betterRetailing Team

Two is the feeling of the conversation. How it makes you feel

10:05 - betterRetailing Team

Reliving the days of Ratners jewellers, one of the most spectacular failures in public speaking of all time, after he joked his products were ‘crap’

10:02 - betterRetailing Team

Three parts to any conversation with anybody. One – the facts about the conversation

09:59 - betterRetailing Team

This talk is about three things that will make you more money, but he’s still warming up. Certainly though he has the crowd in the palm of his hand

09:55 - betterRetailing Team

Phil was recently sent a Cartier pen worth £350. If it was a Carter pen, what’s it worth? That’s an expensive ‘i’

09:54 - betterRetailing Team

There are no secrets to customer service he says.

09:53 - betterRetailing Team

This guy is pretty quick out of the blocks. Hard to keep up with but it seems he’s exposing the principles of supply and demand, using the example of tea shop Betty’s in Harrogate. The most expensive tea shop in the town, where people queue to pay more than the products worth

09:50 - betterRetailing Team

He’s got the radio mic out! Heavyweight speaker though. Formerly head of an advertising agency and Procter and Gamble

09:48 - betterRetailing Team

To sign off he shares the three E’s: Education, Encouragement, and Enablement. Next up, motivational speaker, Philip Hesketh

09:47 - betterRetailing Team

It’s important to work closely with suppliers, says Graeme.

09:46 - betterRetailing Team

Graeme explains relationships with key suppliers such as Diageo, Mars, and Booker. He also says Camelot, Pepsico and Unilever are poised to become key relationships too.

09:41 - betterRetailing Team

Graeme says he’s not sure that “we” can win the battle for independents, only YOU can.

09:39 - betterRetailing Team

Graeme quotes Nilesh Patel, of Ilford as saying that “Since becoming a model shop our turnover has gone up by 80 per cent.” The Model Shop programme remains a rich source of valuable learning to all independents.

09:36 - betterRetailing Team

Graeme Collins: “The vast majority of NFRN members describe themselves was convenience stores. They therefore operate in a growth sector of the market.”

09:34 - betterRetailing Team

What makes a shop great? Investment, staff, and ranging, says Nick. And wrapping up, he introduces NFRN Head of Business Development, Graeme Collins.

09:32 - betterRetailing Team

Nick visited Premier Singh’s in Sheffield. They go for high impact and brand visibility by using branded Smart cars and vans. This brings customers in. Once in, they drop shelf space for palettes of ‘cheap’ beer as they know that’s what customers want.

09:28 - betterRetailing Team

Quoting from Retail Superstars by George Whalen, Nick explains: “We’re here to make people feel better when they leave the shop, than when they came in.”

09:23 - betterRetailing Team

Nick says there is a positive outlook for shopping locally. The bad news is that much of that business is going to end up in the pockets of multiples.

09:20 - betterRetailing Team

Underway, and managing director of Newtrade Publishing, Nick Shanagher, welcomes delegates by telling them he wants retailers to “get inspired.”

09:07 - betterRetailing Team

So, the aim this morning is to give attendees 7 great ideas they can use in their shops. I shall try my best not to miss them and pass that knowledge onto you!

09:03 - betterRetailing Team

The suppliers are gearing up to present. I’m told rehearsals went well, and the speakers from Booker, Pepsico, Imperial Tobacco, and News International are raring to go!

09:00 - betterRetailing Team

Good morning, and welcome along to a cloud covered Torquay for the Local Shop Summit.