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The publication for the retail design community. Follow us on twitter @retailfocus
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e: [email protected] t: 01438 318634 - 724065
BBBestablished name.
fresh ideas.
be inspired. be surprised.
BarthelmessUK
CNLmannequins
the Swan male Hand sculpted in Los Angeles
be surprised.
Winner 2014
BVM&DisplayShow
See us at the
21st-23rd April
Stand D1
www.barthelmessuk.com
Design and complete visual merchandising solutionsGlobal Manufacturing and LogisticsChristmas FactoryCnL bespoke designed Mannequins and Forms Decorado off the shelf decor and props
Retail_Focus_DPS_March_2015.indd 2-3 11/03/2015 09:57
e: [email protected] t: 01438 318634 - 724065
established name.
fresh ideas.
be inspired. be surprised.
BarthelmessUK
CNLmannequins
the Swan male Hand sculpted in Los AngelesWinner 2014
VM&DisplayShow
See us at the
21st-23rd April
Stand D1
www.barthelmessuk.com
Design and complete visual merchandising solutionsGlobal Manufacturing and LogisticsChristmas FactoryCnL bespoke designed Mannequins and Forms Decorado off the shelf decor and props
Retail_Focus_DPS_March_2015.indd 2-3 11/03/2015 09:57
Regulars7 Leader
8 Diary
11-14 News
17-18 WindowshoppingInspiring window displays from around the globe.
20 TopofthePOPS
23 KarlMcKeeverTV could do more to help fix UK retail, says Karl.
www.retail-focus.co.uk
.25-32 ProjectFocusGlent: Patek Philippe: Starbucks
46 OpinionAdrian Coe, director and sculptor at Universal Display and co-founder of Iconeme, believes now is a key time in the evolution of the mannequin.
52-56 ProductsProducts and services for the retail industry.
66 Q&AMark Anderson, managing director of Virgin Holidays, discusses evolving the in-store customer experience and the importance of having high street presence.
44 58Focuson:Surfaces&finishes
35 VM&DisplayShow
Bankbranchdesign48Summitround-up
FeaturesStarbucks unveils its first Reserve Roastery and Tasting Room in Seattle, a fully
immersive, sensory experience offering customers moments of discovery.
Stayinggrounded31-32
Trade only. No children
DESIGNED FOR BUSINESS
Organised by
The May Design Series is the UK’s definitive interiors event. Meet British and international suppliers across five show sectors: Furniture | KBB | Lighting | Decor | DX
Discover previously unseen international products that will fly off your shelves, alongside the best of new British design. No other UK event provides such a diverse and evenly split floorplan, representing over 26 countries worldwide.
London ExCeL 17–19 May 2015
Be part of it now maydesignseries.com/rf
1522_MDS15Furn_297x210+3mm.indd 1 05/03/2015 15:33
7
leader
Retail Focus is proud to be associated with and a supporter of ACID
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Get more from Retail Focus online! www.retail-focus.co.uk
EditorLyndsey Dennis
t. +44 (0)845 680 7405
Production & WebTerry Clark
t. +44 (0)845 680 7405
Display SalesLee Cullumbine
t. +44 (0)845 680 7405
f. +44 (0)871 528 8000
SubscriptionsFor subscription enquiries
please email:
Retail Focus is published 12 times a year by
Retail Focus Promotions Ltd, Yeomans, Bassetts Lane,
Woodham Walter, Maldon, Essex, CM9 6RZ.
No part of Retail Focus may be reproduced, stored in a retrieval
system or transmitted in any form without permission. Please
address all enquiries to the editor at the above address. The
opinions expressed in Retail Focus are the views of the writer and
do not necessarily reflect the views and opinions of the publisher.
Every effort has been made to ensure accuracy of the information
contained in these pages. We will assume permission to publish
any unsolicited material unless otherwise stated.
©Retail Focus Promotions Ltd 2013.
There have been plenty of significant events that have been captured in some truly inspirational window displays over the last few weeks, including Valentine’s Day, London Fashion Week, New York Fashion Week, Chinese New Year and the arrival of spring. From Harrods’ fairytale Cinderella windows to Eva Petric’s lace concept for Bergdorf Goodman on Fifth Avenue, these are definitely talking points for passers by. Turn to P17 for our pick of some of the latest window schemes.
Speaking of visual merchandising and displays, the VM & Display Show is fast approaching and in this issue we bring you a preview. The exhibition will be celebrating its 25th year and returns with an expanded show, champagne bar and new feature areas.
Bank branches have seen a revival in design in recent years. Like many retailers, banks are adapting their in-store experiences to make both online and high street work hand-in-hand and entice customers through their doors. It’s about a personal experience; one where barriers are lifted and a more home from home, uplifting environment is offered. Banks are looking to bring back the customer/bank manager relationship model, and are using technologies to deliver more remote services and exciting reasons to visit a branch. As Jen Blakeney, I-AM group director, says: ‘Digital efficiency will never replace the emotional impact of good customer service or sound personal advice. The challenge for banks is to harness the very best of the digital world and blend it with the warmth of human interaction. The most successful brands today identify the right blend of physical and digital for each stage of the customer journey.’
Lyndsey DennisEditor
March ‘15
8
diary
Sign & Digital UKNEC, Birmingham24-26 March 2015
Sign & Digital UK will showcase the latest
innovative products, technologies and
services from across the sign, disply and
print industry. There will be more than 180
leading suppliers exhibiting at the show.
The event will be providing a range of free
workshops and seminars. Update your
skills and learn from expert speakers in the
Business Theatre, Software Workshops from
Corel, Adobe and SignLab, and joing ‘how
to’ sessions in he Signmakers’ Workshop.
There are many networking opportunities
across the event to meet industry experts
and make new business contacts.
Signanddigital
www.signuk.com
PrinteriorsCologne, Germany18-22 May 2015
Printeriors is designed to highlight the
creative possibilities when combining
print and interior design. Printeriors will
be home to some of the industry’s most
creative printers and manufacturers
to allow interior designers, architects,
buyers, hoteliers and creatives the
opportunity to discover how easily print
can be incorporated into interior design.
printeriors
www.printeriors.net
VM & Display ShowBDC, London21-23 April 2015
2015 marks the 25th anniversary of the
VM & Display Show, the longest running
show for the VM and display industry,
The show covers everything with visual
merchandising and display form
mannequins, print, Christmas decorations,
display services, props, design, graphics,
bust forms, turnkey service, POP, lighting,
fabrics and everything in between.
VMDisplayShow
www.vmanddisplay.com
APS Retail Lab EventCheadle Heath, Cheshire26 March 2015
APS Group’s Retail Lab Event gives you the
chance to interact with industry leaders
and some of the latest retail technology.
There will also be a presentation from
the CEO from one of the most reputable,
longstanding British high street retailers.
He will be discussing the future of retail
stores and the influence of technology.
aps_group
www.theapsgroup.com/service/
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11
Selfridges has launched a new
International Customer Services Lounge at
its Oxford Street store. Relocating from the
ground to the forth floor above the main
store entrance and the iconic Queen of
Time clock, the new space is triple the size
of the previous lounge and a central part
of Selfridges’ restoration.
The space houses a series of halls,
lounges, dedicated VIP areas, libraries,
a theatre desk, Mac bar and Faith Room.
A range of services are offered including
currency exchange, cash withdrawals,
tax refunds, coat check, theatre bookings
news
and a central information desk in a new
luxurious environment.
The design was created by Waldo
Works. The space reinstates the
architectural infrastructure by opening
up windows and restoring the historical
mouldings, referencing the opulent style of
the store when it first opened in the 1900s.
It demonstrates the retailer’s commitment
to its international customers, providing a
Selfridges introduces its International Lounge
luxurious and comfortable environment.
Waldo Works looked to the golden age of
travel in the early 1900s when Selfridges
opened, and the fashionable Palm Court
restaurant that previously existed on
the site of the store. This influenced the
reinstatement of the historic Selfridges
detailing and scale of the rooms, including
huge areas of hand-painted glass and
striking marble floors.
to relive 1950s beauty parlour indulgence
and enjoy three theatrical floors of fun,
glamour and pampering. On the ground
floor there’s a bar serving cocktails and
cupcakes. Guests can relax in Benefit’s
lush vintage chairs for a gossip with
the girls and try out the new Roller Lash
mascara. Upstairs on the first floor is the
beauty parlour and curl station. Floor two is
the secret floor; as night falls, the Noir Bar
bar serves cocktails from 7pm.
The transformation of the building has
been quite phenomenal, from the old Bay
of Bengal restaurant with its wonky floors
and crumbling walls. The Persuaders
designed bespoke furniture pieces,
lighting and art installations as well as
finding and renovating vintage furniture.
‘This project has been like a wonderful
creative treat to work on. Bringing the
brand to life in such a creative way is a
pure joy and to see people’s amazed
faces and positive reactions as they walk
in is the best compliment,’ says creative
director, Andy McDonald.
The store is backed up by the
Curl’s Best Friend by Benefit app where
customers can book beauty services,
reserve bar tables, share photos and
browse live newsfeeds. For those outside
of London, Benefit’s Curls Best Friend
tour parlour will be hitting the road and
travelling around from 17 April 2015.
Benefit launched a 1950s pop-up beauty
parlour at 26 Greek Street, Soho last month
to promote its Roller Lash mascara. The
Curl’s Best Friend curl and cocktail bar,
which will run for a month, is spread across
three floors and is dedicated to embracing
the ‘curl’.
Designed by creative design agency
The Persuaders, the venue allows visitors
Benefit relives the 1950s with Soho pop-up
12
news
1212
Superdrug has launched its second Wellbeing concept store
in Watford, following the successful launch of the first store in
Banbury last year.
The newly designed 283 sq m store has been designed to
ensure accessible healthcare on the local high street. It features
two new consultation rooms, information touchscreens and a large
pharmacy team to focus on customer service, advice and support.
The concept store in Banbury represents the most diverse
wellbeing product range of any Superdrug store, and boasts a
private weight loss programme with LighterLife and a Marie Curie
service partnership. Superdrug hopes to see similar success in the
re-fitted Watford store.
Second Superdrug Wellbeing concept store opens
o1creative has designed the dining venues
on the roof of London’s new Sky Garden
at 20 Fenchurch Street. Occupying the
top three floors, the destination venues —
comprising Sky Pod Bar and restaurants
Darwin Brasserie (pictured) and Fenchurch
Seafood Bar & Grill — offer stunning vistas
over some of the city’s architectural icons.
rhubarb tasked o1creative to work
closely with developers Land Securities
and Canary Wharf Group to design, project
manage and deliver inspiring, must-see
culinary destinations.
Visitors enter on level 35 to the main
atrium area with landscaped gardens
and the Sky Pod bar serving cocktails
and canapés. As this area of Sky Garden
is at the same ambient temperature as
outside, give or take one or two degrees,
Ted Baker implements beacon technology
Ted Baker has implemented beacon
technology in its Westfield White City store,
enabling mannequins to communicate
with customers via their smartphones. This
is the first time this type of technology has
been used in any Ted Baker retail space.
To access the technology, customers can
download the free Iconeme app to their
iOS and Android device, which they can
then use while shopping in store.
To use the Iconeme app, a customer
needs to be within a 50m range of the
Bluetooth enabled mannequin, allowing
them to receive a push notification. They
can then access details about the clothes
and accessories displayed, such as price
and links to purchase the items directly
from Ted Baker’s website, or where they
can be found in store. Shoppers can also
see more detailed photos and descriptions
of the products, plus save looks for
later, share with friends and access
additional offers and rewards. The beacon
technology also works 24/7, so customers
can use the app if they see a look they
like in a shop window, even if the store is
closed.
‘This type of technology is truly game
changing, as for the first time it allows
brands to communicate directly with
shoppers while they browse, bridging
the gap between off and online retail,’
explains Jonathan Berlin, co-founder and
CEO of Iconeme.
the Sky Pod bar and surrounding sofa
areas have been designed by o1creative
with the changing seasons in mind, and
with the idea of bringing the outdoors in.
Inspired by the four seasons, in autumn
and winter months guests can enjoy hot
cocktails on sofas adorned with faux furs
and cashmere blankets. Come spring and
summer, discerning drinkers can soak up
the sunshine in a tropical environment
right in the heart of the city.
The Sky Pod bar itself is a glowing
mosaic and glass feature that compliments
the surrounding gardens and architecture.
It transforms from a bright daytime visitor
attraction to a cool, contemporary and
stylish destination in the evening.
At Level 36, The Darwin Brasserie’s
design focuses around a palette of
natural, volcanic island-inspired colours
mixed with organic references and forms.
The concept provides a relaxing casual
experience with natural finishes and a
comfortable atmosphere. Upstairs on
Level 37, The Fenchurch Seafood Bar
and Grill boasts a design inspired by the
surrounding cityscape. Features include
the beautifully illuminated seafood
and cocktail bar, leather banquette
seating, and a unique private
dining room for up to 16 guests
featuring liquid crystal privacy
glazing and discrete service
and access for VIP guests.
The palette is rich and dark
with golden highlights and
cream leather furnishings
making this an extremely
fashionable destination
for the style hunter.
o1creative designs restaurants and bar for London’s new Sky Garden
1313
Italian furniture specialist Luxury Living Group has opened a new
flagship at 20 Brompton Road, Knightsbridge.
The interior design of the 500 sq m store further strengthens
the Ango-Italian relationship. Luxury Living’s design team has
worked with the existing Victorian architecture and given it an
original Italian twist. For example, they’ve used emperador and
botticino marble to create graphic patterns on the floor. Large-
scale cityscapes of Milan and Rome on the ground and basement
levels further reinforce the brand’s Italian roots. The colour palette
of the interior is based on tastefully neutral tones, ranging from
ivory and champagne with touches of gold and satin finishes.
This London opening brings the number of Luxury Living stores
to nine, with a new opening in Miami plus locations in Paris, Milan,
New York and Los Angeles.
As part of a new customer journey programme, Heal’s is
developing a specialist showroom strategy that will commence
in spring 2015 and see the move of its King’s Road store to a
new West London location.
The new site is The Queens Building, Westbourne Grove
and will launch in the summer. Formerly an Art Deco cinema,
Queens has been transformed by Derwent London into a new
retail showroom and apartment building.
In addition to this, Heal’s is investing in a new state-
of-the-art website launching in April 2015. Together with a
relaunched website, Heal’s Tottenham Court Road flagship
store will continue to serve its customers while progressing with
further in-store refurbishments. Recent improvements to the
store include the introduction of its Designer Floor on level two
which is now home to seven international brands, including
Cassina, Ligne Roset, Vitra, Riva and Philippe Starck’s new
collection, TOG, which is exclusive to Heal’s.
Luxury Living Group opens London flagship
news
Heal’s to move premises from King’s Road
The Cavalieri Waldorf Astoria Rome is the
location for the 2015 World Retail Congress,
which takes place from 8-10 September.
The event brings together leaders from
across the retail industry, from the largest
to the newest and fastest growing retailers.
The Congress aims to provide a
premium, exclusive and intimate setting
in which senior retail executives can unite
to be inspired by new innovations, share
ideas and define the future of the industry.
Retailing has never witnessed such
a period of change and transformation
as it embraces the realities of the digital
world we all live in. The 2015 Congress
programme therefore places the theme
of ‘transformation’ at its heart, and with
the help of leading retailers and industry
experts will provide real insight into how
retailers should evolve today, tomorrow
and beyond.
Visit www.worldretailcongress.com to
find out more.
World Retail Congress location announced
14
news
Furniture brand Lema is set to open its first
company-owned flagship store this spring,
located at 183 Kings Road, London.
The Kings Road flagship store is
designed by Piero Lissoni and has been
conceived to stage the two main identities
of the group, Lema Casa and Lema
Contract. Spread over two floors and
occupying an area of 400 sq m, the store
embodies the elegant style and relaxing
Mediterranean atmosphere that define this
brand’s character.
The ground floor, with large street-
level windows overlooking the Kings Road,
houses Lema Casa collections, showcasing
the company’s philosophy, based on
slow-living. The showroom display flows
organically to the lower floor, where Lema
Contract is located — a bespoke atelier for
architects and interior designers, where
a dedicated team is on hand to develop
custom-made solutions for large-scale
projects. A made-to-measure service, also
encompassing the Lema Casa collections,
is available to suit every need.
The London flagship store marks a
significant international investment that
follows other recent openings in New York,
Miami, Los Angeles, Beijing, Taiwan and
Melbourne.
‘London is a crucial location on the
international market right now, with its
concentration of key players — the contract
market; the most influential architectural
Tensator Group has appointed a new
CEO to place a greater emphasis on its
technology-based solutions for retail,
transport, finance, healthcare and the
public sector.
Ben Gale is the former vice
president of payments, loyalty and
insights provider The Logic Group.
The repositioning of the group, which
is owned by The Riverside Company,
comes as solutions such as the Tensator
Virtual Assistant and suite of Virtual
Queuing options continue to enjoy
international sales success, contributing
towards a predicted 20 per cent sales
growth in 2015.
‘It’s fair to say that Tensator has
had a longstanding reputation as
‘the barrier people’, but times have
changed. Whilst the Tensabarrier will
always be part of our core offering, we
know that our clients want technology-
led solutions that offer greater insights
and benefits for their own customers,’
says Gale.
Lema set to open on London’s Kings Road
Designed as a prototype in 2012, Shoppers
Drug Mart’s new Beauty Boutique concept
in Canada is now complete. Tuxedo re-
thought the notion of consumer experience
in the pharmacy’s beauty department
and revisited the existing model within
a controlled environment, focusing on
architectural design.
Inspired by the Las Vegas effect of
buying stimulation and online ease and
freedom, Tuxedo wanted to elevate the
store concept with impressive inspirational
architecture and design glorifying the
assortment and displays. One of the
biggest successes lies in the immersive
and intimate spaces that the boxes create
for each brand. Through this design,
brands are able to fully express their story,
which resonate further with the consumer
and increase sales.
Shoppers Drug Mart completes beauty offering
practices working around the world;
property developers involved in major
projects. Our presence here represents a
strategic investment for the Group, one that
aims at increasing Lema’s partnerships on
the international market and establishing
the brand firmly on the international high-
end furniture scene,’ says Lema president,
Angelo Meroni.
Tensator appoints new CEO
An architectural lighting signature
was created for shoppers through unique
shapes that guide the consumer across
each portion and facilitate the shopping
experience. The dermo-cosmetic section
seduces the consumers with its own
identity and numerous brands from
France. At its heart, a diagnostic counter
sits under an impressive light fitting.
Technology and comfort merge together
to increase testing pleasure and discovery
of products adapted to their needs.
In addition, Tuxedo saw the
opportunity within technology and digital
to bring Shoppers Drug Mart’s voice and
brand forward. By creating uniformity
through visuals and communicational
coherence with multiple screens, the
consumer perceives that they are living
the beauty boutique experience and that
brands are just one aspect of it.
harlequin-design.com
twitter.com/HarlequinLondonfacebook.com/harlequindesignlondon
+44(0)20 7253 6238
Harlequin Design (London) Ltd.4th Floor 26/27 Great Sutton Street,London EC1V 0DS
Retail concepts.Window designs.Instore environments.Prototyping.Prop sourcing.Global production.Logistics.Distribution.Installation.
JOHN LEWIS CHARLES TYRWHITT
HACKETTM&S
BANANA REPUBLIC
JAEGERANYA HINDMARCH
ANYA HINDMARCH
C
M
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CM
MY
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CMY
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retail focus_harlequin_A4_Feb.pdf 10/2/15 15:29:05
Window
17
Window shopping
shoppingInspiring window displays from around the globe
PradaThe Corners window
design concept by
Martino Gamper in
collaboration with
Prada pays homage
to the humble corner.
The design draws
its inspiration from
perspective, flagments
and contrasts between
natural materials. These
elements are enhanced
by the simplicity of
a corner, which is a
common thread for all
the displays. Corners is
a space within a space,
making each display a
unique story designed
to evolve with the
seasons.
HarrodsGlobal Display installed new window displays for Harrods inspired by the form of its
Etch mannequins, for London Fashion Week. Combined with distinctive flower forms to
represent the uplifting and renewal of a spring display, the Etch form is an integrated
element, where traditional mannequins with their solidity and mass would detract from
the distinctive and delicate atmosphere that has been achieved. The unique mesh
texture of Etch interplays with the subtle pastel lighting, producing layers of intricate
shadows that add an extra dimension to the installation.
Cinderella has arrived at Harrods in celebration of the new Disney film, thanks
to remodelled mannequins by Global Display. Six scenes from the film have been
recreated in the Brompton Road windows, bringing to life Cinderella’s magical journey
of courage and kindness.
SaksSaks on Fifth Avenue, New York painted
the town red in celebration of Chinese
New Year. The colour red in Chinese
culture signifies good fortune.
18
Window shopping
Miss SelfridgeLucky Fox transformed Miss Selfridge’s Oxford Street windows
into a monochrome gallery to display the fashion retailer’s
transitional spring collection. The windows feature a mixture of
wood, metal and acrylic suspended picture frames, all finished
in black or white high gloss. Handmade black neon words, LED
light strips and hanging acrylic words are also used to bring
light and variation to the design.
ColetteCoach collaborated with artist Gary Baseman and several
artisans to create the Coach spring/summer RTW 2015
window at Colette in Paris. The window concept transforms
Baseman’s drawings into 3D works of art. His concept
visualised an artfully embroidered Shrine of Le Fauvre/ Buster
sculpted in chrome standing against an embroidered large-
scale banner of another of Baseman’s characters for Coach
against a pink velvet curtain. Blindfolded mannequins in
Coach’s Spring 15 RTW and bags stand around the shrine
further emphasising the narrative in place.
BentallsBentalls’ romantic theme for Valentine’s Day included a
floral backdrop and feature shelf unit that were produced
in-house. The scheme was carried through the store with
hanging hearts in the floral print and shades of pink.
See more window installations on the blog:
www.retail-focus.co.uk/blog
Ted BakerElemental Design created Ted Baker’s ‘chemistry of romance’
windows for Valentine’s Day. With the playful campaign
tagline ‘A Bit of What You Fancy’, the retro-themed windows
featured lenticular prints of a couple gazing lovingly at each
other. As viewers walked past, the lovers’ cheeks turned from
pale into a full blush. A neon pink glow behind the backdrop
added drama, and new season accessories were showcased
on brightly coloured hexagonal plinths between the bottles of
Passion Potion and Blush Brew.
Bergdorf GoodmanBergdorf Goodman’s Fifth Avenue windows for New York Fashion Week featured an
installation by Vienna-based artist Eva Petric. The work consists of large pieces of lace that
create intricate yet lush environments. The title of the work is personal UNIVERSEs, and serves
as a backdrop for fashion with a romantic/boho/70s slant.
POP
POPStopCompany: Creative Instore Solutions
Client: PepsiCo Australia & New Zealand (ANZ)
Display Title: Doritos Mexican Fiesta
Sector: Grocery
Location: Independent retailers
The brief: The aim was to create an occasion in store,
based on shopper insights around the
impulse nature of snacks linking to social
sharing occasions. This, when coupled
with the popularity of Mexican cuisine,
lead to the development of the Mexican
Fiesta concept. The key was to engage the
shopper and create a true meal solution
with all adjacency products within arm’s
reach to increase the retailer’s basket size.
The result:An iconic point of purchase cart that evokes
the culture of Mexico while showcasing the
Doritos brand. The off location placement
of the Doritos product in the fresh food aisle
is designed to create an occasion around
a big night, e.g. Nacho Night for shoppers.
It allows the rack to generate impulse sales
with associated fresh food products such
as avocados and tomatoes, leveraging the
Mexican fiesta theme whilst showcasing
Doritos as the hero product. The Doritos
Cart concept won Gold at the POPAI ANZ
Marketing at Retail Awards 2014 in the Short
Run Category.
www.creativeinstore.co.uk
20
of the
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22
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www.shopdisplay.org
Create unique and stunning store interiors! Our comprehensive keyword search facility helps you locate a retail display supplier fast
Shop and Display Equipment Association
24 Croydon Road Caterham Surrey CR3 6YR T: 01883 348911 F: 01883 343435 E: [email protected]
Q & A
23
TV could do more to help fix UK retail
The Fixer TV show, where I help Alex Polizzi to fix struggling family
businesses, has once again come to a close for the year. I have
given advice on many TV programmes over the years, but in
each series of The Fixer I enjoy the close involvement with real
businesses, where the emphasis is as much about real life business
assistance and tangible results as it is about viewing figures.
In spite of their obvious benefits to business, reality TV shows
have always been in the firing line for criticism, as at their core
they cover peoples’ lives and challenges and inevitably capture
individuals’ successes as well as failings. I think from a business
angle though, these shows have a lot to offer the companies taking
part and the viewing public — even if for the latter, they are just
taking bite size pieces of best practice.
In The Fixer, like many other business improvement shows, we
have only been helping businesses that are struggling; imagine
though if we were to help to find, nurture and further build an
already successful business. How great would it be if we could use
a TV show to create a future high street national treasure?
The popular zeitgeist at the moment seems to be about
pitching one business, craftsman, artist etc. against the other. Think
The Pitch in the US or The Great Interior Design Challenge and
Portrait Artist Of The Year in the UK, where participants take a brief
and apply their craft/strategy. We could take a proven format like
this and pitch three small but successful retail start-up businesses
against one another.
Dragons’ Den this would not be, but a process where
businesses would initially pitch their growth idea, concept and
action plan to win one of three places on the show. Once in the
show, they would trade for a set period with staged challenges with
the help of a panel of expert advisors — marketing, financial and
management experts. The winner by public or panel vote could win
a year’s support of Government grant money or the like, to provide
ongoing expert guidance and establish successful habits for the
business to ensure that it goes on to be the success it should be. All
three retailers would benefit hugely from the ongoing publicity and
probably build brand evangelists and revenue along the way.
In many walks of business life, there are surges of small
Karl
businesses being established, with no shortage of fledgling
entrepreneurs that want to throw themselves and their exciting
business concepts into the market. A Government package of
support for expert consultancy, channelled into some of these
winning ideas and businesses, will minimise the percentage of
failure. Perhaps this funding could even come from some of the
now publicly owned banks? By setting these businesses up not
to fail, taking their business plans and ideas and putting them to
scrutiny, I believe that retail success would be the outcome.
A programme like this would be beneficial in so many ways.
For example, David Cameron wants Britain to be the centre of
excellence for dementia care, as he knows it’s going to make
more money for the country in the long run. Creating what could
be another stellar retail brand for the UK could also create jobs,
tax revenue and perhaps even export opportunities and increased
manufacturing. We could create other great brands like White Stuff,
Joules or The White Company and unlock many more benefits
across the country for shoppers, store staff and their many suppliers
alike.
We need to celebrate and support great ideas and innovation
more, and a show like this would demonstrate how the seed of a
great idea could be nurtured to help regenerate the high street.
The UK may be coming out of the recession with bigger and
stronger brands, but are they that innovative and creative? Beyond
the use of digital technology and improvements in customer service
initiatives and cohesion in the context of ominichannel, we have
yet to see flourishing innovation in new retail experiences that were
abundant before the downturn.
Whilst a programme of this type would have TV appeal with
jeopardy, human emotion and the all crucial journey, it would also
have a tangible return — perhaps one new successful high street
retailer for each season that the show runs. The Government’s
Growth Accelerator programme has worked wonders for UK high
growth businesses, and I think that what I’m suggesting could be as
valuable, as whilst it will work on a smaller scale the learnings for
other businesses will have enormous reach through the channel of
popular TV. This would not be an ill-conceived investment like say
(in my opinion) the Portas Pilot towns, this would be an outcome-
driven innovation and investment vehicle for the good of retailers,
their supply chains and the UK high street.
If you’d like to see what happened behind the scenes of this
season’s The Fixer, visit: http://bit.ly/1JLch4H
Karl’s column
McKeever
Karl McKeever is creative director of visual merchandising
and brand delivery consultancy Visual Thinking.
Email Karl at [email protected]
Don’t be left behind and stay ahead
of your competition. For 25 years the
VM and Display Show has helped
retailers create the most inspiring and
creative displays the UK has ever seen.
21st to 23rd April 2015 at the
Business Design Centre London
Register at: www.vmanddisplay.com
Call: 01945 420 068
Email: [email protected]
Whether you are a retailer, designer, in the leisure and entertainment industry or in fact use visual merchandising to
promote your products or services in any way, this show is a must visit for everyone involved. More mannequin, print,
prop, display and Christmas suppliers than any other UK show, alongside many POP, designers and creative companies.
Make a big impressionon the high streetRegister today for free entry
25
project focus
Design: CuldeSacOpening date: December 2014Store size: 60 sq m
GLENT SHOESCalle de Jorge Juan, Madrid
create all the different zones without closing too much of the space.
Therefore, we could achieve the needed intimacy through a nice
open space,’ explains Pepe Garcia, partner and creative director
at CuldeSac.
The team has managed to convey the brand’s personality
through the use of materials such as wood, leather and metal,
combined with an efficient distribution that guides the customer
through the different areas and moments of the purchase. At the
same time, the space appears to be almost monochrome so that
the shoes on display are highlighted in contrast.
The buying experience developed by CuldeSac allows for
different routes through the store, adapting to every person’s needs
and time. During a first visit, the exact measurements of each foot
Design studio CuldeSac has completed the concept and
development of Glent Shoe’s Madrid store, inviting customers to
enjoy a unique buying experience that combines technology
and craftsmanship. CuldeSac produced a warm, elegant and
masculine space that faithfully reflects the values of quality,
craftsmanship and innovation.
CuldeSac has optimised and enhanced the profitability of a
small 60 sq m space by transforming it into the ideal setting for
stylishness and custom making, which constitutes the essence of
Glent Shoes — from 3D measuring of the feet to the choice of every
detail and finish of the design.
The brief involved combining a masculine feeling in a warm
atmosphere. ‘This shop was not big and the challenge was to
26
project focus
are obtained using the store’s 3D digitiser. Once Glent’s experts
have identified the most appropriate foot size and shape, the
customer designs their own shoe by selecting the type of leather,
sole, colour of the stitching and laces, and even whether to have
their initials engraved or a name or message on the inside. Four
weeks later, customers can collect from the store or have their
pair of custom-made shoes delivered to their home. For future
purchases, the initial scanning is not necessary as every customer’s
foot measurements and shape are recorded on a database.
‘We played with the concept of contrast, the natural and more
architectural elements, and the idea of warmth together with harder
materials. Through the combination of materials we wanted to
create the necessary rhythm to keep customers’ attention along the
way,’ says Garcia.
There were a few challenges with the store design, as Garcia
explains: ‘For instance, the display system. We wanted to create
something really functional but at the same time very aesthetic. The
outer sunshades too, made from outdoor textile used in that kind of
furniture. This shop has been thought about in every single detail.’
The first Glent Shoes store has been furnished by prestigious
decorators such as Cassina, Joquer, Hay and Martínez-Medina,
with luminaires from Flos, which provide functional perimeter
lighting. This is the first of several stores scheduled for the retailer,
with plans to open sites in other cities such as London and Paris.
Introducing Perspex® NaturalsBringing Beauty to the Surface
- Inspired by the simple beauty of nature- Textured surface with the aesthetic appeal of stone- 6 standard colours- Hard wearing & ideal for the retail environment
For more information visit www.perspex.co.uk
Perspex® is a registered trademark of Lucite International, a member of the Mitsubishi Rayon Group.
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Perspex Naturals Advert draft.pdf 10/17/2014 3:51:25 PM
28
PATEK PHILIPPE
project focus
The Patek Philippe London Salon opened its doors at No. 16 Bond
Street after an extensive refurbishment and renovation programme
that lasted nine months. The store has been expanded from 85
sq m to 420 sq m, making it the largest watch presence on Bond
Street.
The location was first opened under the Patek Philippe name
in 1984 before being acquired by Patek Philippe and renovated
in 1997. It was last renovated in 2006. Patek Philippe acquired the
former Watches of Switzerland space next door in 2014, allowing for
the expansion.
According to Thierry Stern, president of Patek Philippe, ‘The
London Bond Street Salon was acquired in 1997 at the time of my
father’s presidency; it’s part of the historic and prestigious Patek
Philippe addresses alongside the Rue du Rhône in Geneva and
Place Vendôme in Paris. We have always wanted to expand and
improve our presence on this iconic street and are happy that
patience has finally paid off with this unique opportunity.’
There are only three Patek Philippe Salons. Geneva is the
original, then there are Paris and London.
‘When we were asked to design the new Salon in London, it
was quite a challenge as this had been something the client had
been wanting, and waiting for, for years,’ explain Reda Amalou and
Stéphanie Ledoux, directors of AW2, the design practice responsible
for the redesign. ‘So, apart from the practical aspects in terms of
number of pieces to be shown, such as sales desks, we were asked
Design: AW2 Opening date: December 2014Store size: 420 sq m
Bond Street, London
29
PATEK PHILIPPE
project focus
to create something unique that was both making references to
the history of the brand — 175 years — and was clearly making a
contemporary statement. In a way, we were asked to express in
our architecture the process of using history and knowledge to
look towards the future and innovation. The fact that the Salon
opened on the 175th anniversary of the brand added that little extra
pressure too!’
With a total of 21 display cases, the Salon carries the largest
range of Patek Philippe watches in the UK, including all models
from the current collection. This also includes Grand Complications
and Haute Joaillerie models. The store is now split over ground and
lower floors, with an appearance inspired by Art Deco. A mixture of
materials have been used, ranging from leather and alabaster to
sycamore and brass. Each element of the new design reinvents the
codes of the original style into today’s world. In this way, AW2 has
aimed to express the original values of the brand in the new salon,
from heritage to innovation.
‘All materials were carefully chosen to form a subtle range of
natural colours, from light beige to dark bronze. They are used to
create a warm, delicate feel with a subdued sense of luxury, and
to set off the furniture and all the decorative elements specially
developed for Patek Philippe,’ explain Amalou and Ledoux. ‘The
cream and coffee coloured stones used for the floor are echoed
with the alabaster and bronze chandeliers on the ceilings, or the
lamps on the sales tables.’ Speaking of chandeliers, an impressive
2.6 sq m one creates a main feature in the store.
The Celestial Room is suitable for clients who want more
discreet surroundings. The ground floor features a state-of-
the-art cutomer service centre, manned by two full-time trained
watchmakers. ‘As you may imagine, to have the opportunity to go
through a complete refurbishment while quadrupling the size of
the premises is rare. This was a unique opportunity for us to create
something new and different. So, if some of the colour codes are
similar, everything designed and developed for the New Bond
Street Salon is both new and unique. From the specially designed
furniture, the choice of fabrics to the leather clad walls… This is a
very special place that stands out,’ say the design duo.
Call: 0845 680 7405 to advertise
30
Dragon Display Systems Designed andManufactured
in the UK
Tel 01952 290055 • Fax: 01952 290056 • [email protected] Systems Ltd
Manufacturersof flexible walland centre-shop hangingand shelvingsystems,particularly forclothing-related trades:fashion, lingerie,outdoor,sportswear &urban.
Advert 86mm wide x 127mm deep
www.dragondisplay.co.uk
31
project focus
Design: InhouseOpening date: December 2014Store size: 1,393 sq m
Starbucks Coffee Company has unveiled its first Reserve Roastery
and Tasting Room in the Capitol Hill neighbourhood of Seattle
in the US, nine blocks away from its original store in Pike Place
Market. The space is a fully immersive, sensory experience offering
customers moments of discovery.
This interactive environment is dedicated to roasting, coffee
education and increasing availability of the company’s small-
lot Reserve coffees; literally every Reserve coffee bean sold to
customers will be roasted in this facility. The consolidation of
small batch roasting will allow the company to expand its Reserve
coffee line to 1,500 locations globally, as well as open at least
100 stores designed to highlight these rare coffees, exclusively
starting in Chicago, Los Angeles, New York, San Francisco and
Washington D.C. An additional Roastery is planned for Asia in 2016.
‘This is the moment of the next generation of Starbucks,’ explains
Howard Schultz, chairman, president and chief executive office of
Starbucks. ‘When we thought about building something that had
not been created before, what we said to ouselves is let’s not play it
safe, let’s really stretch ourselves beyond what people can imagine.
Let’s create the Willy Wonka of coffee!’
Created to bring customers closer to coffee than ever
before, each aspect of the Roastery was chosen with intention,
handcrafted to reflect the journey of the coffee — from the moment
the farmer picks the cherry to when it’s poured into the cup. The
open space allows customers to explore their environment;
STARBUCKSPike Street, Seattle
32
project focus
moments of discovery that encourage curiosity.
The Roastery offers uninterrupted views into the process of
coffee roasting and brewing with the opportunity to learn directly
from master roasters. Green coffee beans speed through clear
tubes in the ceiling to one of two roasters in the centre of the
building. Roasted beans are delivered to a cafe bar where a coffee
master will handcraft the perfect beverage on a guest’s brew
method of choice.
The Roastery is housed in a building from the 1920s, which was
originally a Packard car dealership and part of the historic Auto
Row in Seattle. To honour the building’s history, the entire exterior
was retained and the original interior pine ceiling and Terrazzo
and concrete flooring were preserved. The building is constructed
from reclaimed materials.
As guests enter through the foyer they’re greeted by a whole
bean coffee scooping table evoking the historical mercantile
beginnings of the Starbucks Pike Place store. Decorative ceiling
elements evoke dipped stirring sticks, and the Symphony copper
coffee tubes are reminiscent of latte art. The copper cask shell at
the centre of the Roastery contains all of the roasted Starbucks
Reserve coffee silos. It’s designed to transform at night when lights
from within will reveal a map of the world and its coffee growing
regions on the surface. The silos over the main bar are in four
different shapes, conveying the rarity and preciousness of the
Starbucks Reserve coffee within. A Solari board with mechanical
flaps displays what’s currently roasting and by whom in addition to
buyer’s notes and stories about the origin of the bean.
The store also features a Coffee Passion Projection Wall made
of smart glass that’s visible from the inside and outside of the
Roastery, with images of coffee at origin at Starbucks’ Hacienda
Alsacia farm in Costa Rica.
Liz Muller, vice president of creative and global design at
Starbucks, cast a keen eye over the attention to detail within the
new store. From the stitching on the leather handrail covers and
hand-stained wood finishes throughout the 1,393 sq m building
to the precise location of the two industrial roasting machines
capable of handling more than half a ton of coffee per hour,
every component of this new retail space has the discerning touch
of Muller. ‘We’ve always wanted to create a working roastery
connected to a cafe, where you take that and say let us really show
you how coffee gets made. It had to be like an experience, like a
stage, like a show.’
Muller’s childhood laid the foundations for her particular
attention to detail. Growing up in Amsterdam, she discovered
the value of craftsmaship from her parents. Her father was a fine
cabinet maker and architect; her mother ran her own design and
sewing school. ‘Perfection,’ says Muller. ‘I understood perfection
from an early age and I’m still driven by it.’
THE ORIGINAL
CELEBRATING 40 YEARS IN BUSINESS
56 PAGE CATALOGUE ON REQUEST
The new Urban Vintage catalogue from Andy Thornton is out now.
56 pages of industrial-style retail display and visual merchandising
products, contract furniture, decorative lighting and tin tiles.
Send for your copy.
Call: 01422 376000 Email: [email protected]
Online: andythornton.com
URBAN VINTAGE RETAIL DISPLAY
AT-RetailFocus-2015.indd 1 09/03/2015 13:24
Little dog
[email protected] 020 8752 2520 panachedisplay.co.uk
Meet little dog on stand E3 at the RVM show
Business Design Centre 21st-23rd April 2015
Panache_Little Dog A4 Retail focus.V1 11/03/2015 19:59
35
Taking place from 21-23 April 2015 at the Business Design Centre in
Islington, the 25th VM & Display Show covers everything within visual
merchandising and display, including mannequins, print, Christmas
decorations, display services, props, design, graphics, bust forms,
turnkey services, POP, lighting, fabrics and everything in between.
This year boasts a record number of companies represented,
offering the very latest in products and ideas. The show has
expanded into the upper gallery of the Business Design Centre,
where you will find all the feature areas. Features for this year
include the Underground Network, a platform for lesser known
talent. This exciting new area was introduced at last year’s show,
and will provide vibrant, off the wall, current talent to explore.
An exciting new area for this year is the Designer Network,
which is conveniently situated by the restaurant, where visitors will
have the opportunity to meet a variety of designers.
Not only does the show offer a great source of visual
merchandising and display specialists, and the hard-to-find
underground talent, the event also has the future of the industry
show preview
with the Graduate Challenge sponsored by Harrods. Visitors will be
able to see this year’s finalists competing against each other and
perhaps be able to grab themselves a graduate before someone
else does.
As this is the exhibition’s 25th birthday, there will be a free
champagne bar everyday. The show is free to enter — visit
www.vmanddisplay.com to register for your pass.
VM + DISPLAY SHOW:
25 YEARS
Celebrating its 25th anniversary, the VM & Display Show returns to the BDC in Islington this April, bringing a wealth of products to enrich the in-store experience.
36
Don’t miss...
show preview
Graphica Display – Stand B9Graphica Display is a design-led, large format display printing
and signage company producing anything from window decals
and retail display through to hoardings, promotional printing
and point of sale.
www.graphicadisplay.co.uk
Universal Display – Stand F5The headliner on Universal Display’s stand will be the new Concept
2 range of female mannequins. Concept 2 is a continuation of
the successful Concept range, adding more dynamic poses to
the original collection. Feminine, stylish and flowing, the Concept
2 range functions beautifully in any attire, and the mannequin
comes with a range of heads. The company will also be showing a
selection of mannequins from mens ranges. Abstract mannequins
will be shown with different head options such as the D1SC heads;
small discs form together to create a stylish and eye-catching
abstract head. Iconeme’s patent-pending beacon technology will
also be showcased, to create a fully interactive experience.
www.universaldisplay.co.uk
Global Display – Stand D3Global Display will be exhibiting its latest range of contemporary
mannequins, visual merchandising, wigs and make-up for retail
display. The company’s display figures combine fabric, rubber and
copper finishes and will feature innovative wigs for dramatic visual
impact. Its latest development of Eco Mannequin will showcase
the latest in eco-friendly design, whilst the dramatic ETCH figure
presents a contemporary interpretation of the mannequin form.
www.global-display.co
Solus Lighting – Stand F4 Solus Lighting offers illuminated trees suitable for indoor and
outdoor displays. Incorporating the latest LED technology, these
trees look impressive in many environments and are ideal for
commercial design projects and visual merchandising. Available
in various sizes, these trees are offered with either autumn, white,
variegated green or dark green foliage and will create an
eye-catching display or backdrop to enhance many locations.
www.soluslighting.co.uk
global-display.co
RETAIL DESIGNSHOPFIT INTERIORS
MANNEQUINSSTORE DEVELOPMENT
RETAIL DISPLAYVISUAL MERCHANDISING
38
Don’t miss...
Andy Thornton – Stand E9 This is the third consecutive year Andy Thornton will be exhibiting
at the show, launching a wide selection of retail display
products. The company, which celebrates 40 years in business in
2015, launched its first Urban Vintage range on its debut stand.
This range of visual merchandising display products includes
industrial-style shelving units, carts, trolleys, tables, cabinets,
drawers and garment rails. Andy Thornton also manufactures
bespoke fittings to order, as well as supplying industrial-style
lighting, original shopfittings and decorative metal wall and
ceiling tiles. Shown here is the Craftsman’s Console Table.
www.andythornton.com
The Retail Factory – Stand B1With more than 20 years experience in the industry, The Retail
Factory will be showcasing a range of retail supplies for shop
interiors, from hangers, mannequins and busts through to display
systems, POS and printed bags. The company can also create
bespoke solutions built to any shape, size and colour.
www.theretailfactory.co.uk
Think Ambient – Stand G9To celebrate the show’s 25th anniversary, Think Ambient is offering
visitors the chance to win 25 gift vouchers for £25. The company
will be asking visitors to write their contact details on a Cling (one
of its easy to use, printable materials) and stick it to the back
wall of the stand. Think Ambient will be showcasing its range of
printable materials that are widely used for innovative visuals and
point of sale. All of the products are easy to apply and remove,
repositionable and damage free.
www.thinkambient.co.uk
When and whereBusiness Design Centre,
Islington, London
Tuesday 21 April 10am - 17.00
Wednesday 22 April 10am - 17.00
Thursday 23 April 10am – 16.00
VMDisplayShow www.vmanddisplay.com
Applelec – Stand D9Applelec will be demonstrating its LED Light Sheet. Manufactured
in the UK to any bespoke shape or size, flat light panel LED Light
Sheet can be integrated in retail, display and exhibition systems,
interior and architectural design or used to illuminate decorative
surfaces and materials. The product has previously been
selected to bring light to Mulberry, Jimmy Choo and GAP.
www.applelec.co.uk
show preview
ILLUMINATING THE POSSIBILITIES
www.ledlightsheet.co.ukLED Light Sheet is manufactured in the UK by ApplelecVisit us at stand D9
Galeria Melissa, London. Photography by Melvyn Vincent
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VM & Display Advert PRINT READY.pdf 25/02/2015 15:29:57
Visual Merchandiser offer a boutique style service where every one of our clients is treated with the utmost attention and respect. Our professional skillful team have a wealth of experience, giving us the ability to understand your bespoke requirements first time, without hesitation. We offer many services, all of which can support your visual goals and aspirations. We know what it means to stand back and smile!
A boutique style service
VISUAL MERCHANDISER UK PARTNER OF EURODISPLAY
0844 800 9305 | [email protected] | visualmerchandiser.co.uk
42
products
VM + DISPLAY SHOW
Harlequin Design - Stand B2aFounded in 2004, Harlequin Design has more than 10 years of experience in a range
of retail and commercial services, from design to manufacture and installation,
collaborating with brands to achieve exciting, fresh and unique results. With the
mission to provide a 360 degree service in display design, its team of creatives
provide clients with industry leading displays whatever the deadline, budget or
physical scale. With its collection of internal resources in multi-scale printing,
customisation and global manufacturing, Harlequin Design is able to create, produce
and project manage the process with seamless ability and at competitive rates.
T. +44 (0)20 7253 6238 E. [email protected]
www.harlequin-design.com Twitter: HarlequinLondon
Rare Basic - Stand D4With vision and passion, Rare Basic is renowned for
innovative, creative and clever designs. The company’s
product offering includes mannequins, digital LED retail
lighting, the magnIQ magnetic patent wall system and many
in-house designs. Rare Basic is also the UK distributor for IDW.
The company offers two-three week lead time, 300+ poses
and recyclable credentials. IDW supplies retailers such as
Chanel, Louis Vuitton and many high street names. The best
way to see what Rare Basic does is to visit its showroom in
North London.
T. +44 (0)20 8348 9888 E. [email protected]
www.rarebasic.com Twitter: RareBasic
WBC - Stand E10WBC is the UK and Ireland’s largest online trade supplier of gift
packaging, bags for life and retail display. WBC manufactures
bespoke and off-the-shelf solutions including POS, vintage props
and fixtures. The company works alongside store designers, VMs
and business owners to produce product lines that offer a one-
stop-shop for UK retailers. With an exclusive showcase of its new
BRIX modular display system at the
show, WBC has developed a range
that marries contemporary style with
total flexibility — perfect for pop ups,
exhibition design and high street
retailers.
T. +44 (0)800 085 8595
www.wbc.co.uk
Twitter: wbc
arken POP - Stand G8arken POP specialises in the UK manufacture of customised
graphic display products, including LED lightboxes, poster
frames and free-standing signage, supplying retailers
and third party shopfitting companies. At this year’s show
the company will showcase its Purelite LED lightbox,
demonstrating how the sleek product creates a stunning
display, illuminating any poster image to great effect. arken
POP also produces award-winning bespoke POP displays,
supplying a wide range of brands in a variety of sectors.
T. +44 (0)1638 565 656 E: [email protected]
www.arken-pop.com
Applelec – Stand D9Manufactured in the UK to any bespoke shape or size,
Applelec’s flat light panel LED Light Sheet can be integrated in
retail, display and exhibition systems, interior and architectural
design or used to illuminate decorative surfaces and materials.
Retailers such as Mulberry, Jimmy Choo and GAP have utilised
the benefits of the LED Light Sheet.
T. +44 (0)1274 774 477
www.applelec.co.uk
Twitter: Applelec
43
Andy Thornton - Stand E9
The Adjustable Shoe Stand shown here is one of many items
available in Andy Thornton’s Urban Vintage collection. The
company will be launching many new products at the show,
which is its third consecutive show. The Urban Vintage range
of visual merchandising display products includes industrial-
style shelving units, carts, trolleys, tables, cabinets, drawers
and garment rails. Andy Thornton also manufactures bespoke
fittings to order, as well as supplying industrial-style lighting,
original shopfittings and decorative metal wall and ceiling tiles.
T. +44 (0)1422 376 000 E: [email protected]
www.andythornton.com Twitter: andythorntonltd
Universal Display - Stand F5 Visitors to the show will be able to view Universal Display’s Concept 2 collection of female
mannequins. Concept 2 is a continuation of the successful Concept line, adding more dynamic
poses to the original range. Feminine, stylish and flowing, the Concept 2 mannequins function
beautifully in any attire and come with a range of heads. Universal will also be showing a
selection of male mannequins. Abstract mannequins will also be shown with different head
options such as the D1SC heads; small discs form together to create a stylish and eye-catching
abstract head. Iconeme’s patent pending technology will also be showcased on the stand to
create a fully interactive experience,
T. +44 (0)20 8206 5010 E: [email protected]
www.universaldisplay.co.uk Twitter: UDisplay
products
vm + DISPLAY SHOW
Global Display – Stand D3Whether you’re working on a spectacular retail interior or a
large scale rollout across multiple locations, Global Display
can help. The company will be demonstrating several services
at the show, including its latest range of contemporary
mannequins, visual merchandising, wigs and make for retail
display. The company will also showcase its Eco Mannequin
and the dramatic ETCH figure (pictured below).
T. +44 (0)1582 676 360 E. [email protected]
www.global-display.co Twitter: @Global_Display
44
Summit round-up
Highlights from the Retail Shopfitting and Display Summit.
Change is important, some might say
essential, especially today. As consumers
get greater control over purchasing, retail
brands must innovate both form and
function to remain relevant, exciting and
stand out from the crowd.
The thing is, driving innovation isn’t
easy. Internal opposition to change is
such that creativity and experimentation
are often squashed long before they have
the chance to take root and flower into
full blown ideas. Typically it’s the result of
natural forces that arise as a company
grows — people, politics and process
and the negative influence they exert on
innovation.
Something we had direct experience of
during a recent project. We were brought
in to help a major high street chain to
innovate the way they present product to
customers. The concept we proposed was
simple, effective and quickly embraced at
the highest level. Then it was handed over
to the organisation to prototype and what
could have taken six months became a very
stressful, time-consuming and politically
challenging 18-month journey.
Why does this happen?Getting something innovative through
the door isn’t easy because it demands
a change in the way things are done.
People, by their very nature are change
averse, but throw innovation into the mix
of a busy department and defences go up
very quickly. Political manoeuvrings begin
and a once good idea is either rejected or
SUMMIT
moulded to fit what is already being
done. The result is always the same —
innovation death.
Like people, processes are also
vital to a business. Their purpose is to
maintain forward momentum. The larger an
organisation gets, the more essential they
become. But, also like people, processes
abhor change. They are, by their very
nature, set in stone. There’s no room for
innovation. The question is, when people,
politics and processes get in the way of
innovation who suffers? The brand or the
consumer? The answer — almost always the
brand. The customer simply moves on.
How to overcome the barriers to innovationOur experience has taught us a number
of important lessons for overcoming the
detrimental influence of people, process
and politics.
1. Acknowledge the challenges people,
politics and processes could create
for your project. If you don’t they will
find a way to derail it. When talking to
different stakeholders within our client’s
organisation, we realised what we were
up against. We were amazed to find
the default position was the project
was destined to fail. After all, previous
attempts at innovation had all failed, so
why not this one?
2. Deal with these challenges at the brief
creation stage. When putting your brief
together think about how you want
to innovate and what you want that
innovation to achieve. When you’re
clear, consider how people, politics and
process might get in your way and form
strategies needed to navigate these
barriers.
3. Have an unwavering belief in your
idea and the energy, enthusiasm and
ability to sell it internally. If you’re not
passionate about your idea, you’ll lack
the resolve needed to follow it through.
4. Gain sponsorship from the highest
levels of your organisation. When you
have the clout of a senior sponsor,
pushing through barriers is that
much easier.
5. Learn from an industry that’s made
innovation a part of its DNA. The motor
industry is always looking to the future
and asking, ‘What will our customers
want from our cars?’ To get to the
answers, car companies have concept
teams who exist outside the commercial
business, whose job it is to always be
innovating.
True, many of these concept cars never see
the light of day but many of the innovations
that result from the development process
are in the cars we drive today.
Building a steering committee that can
operate outside the commercial business
and innovate freely may seem far-fetched
but it’s already working in retail.
Think The Avon Studio in Warsaw,
Poland — the door-to-door cosmetics
company’s first steps into physical retail.
This is a project that was guided by a small
breakaway team who was able to operate
efficiently and most importantly prove the
concept quickly.
Mark Fanthorpe, founder of Umbrella Design, discussed the three essential elements of every successful retail design project – people, politics and process.
Seminar highlights
The Radisson Blu at Stansted Airport again played house to Forum
Events’ annual Retail Shopfitting & Display Summit in February.
The event is specifically organised for buyers, managers and
directors who are directly responsible for the purchase of their retail
organisation’s shopfitting products and services.
The Summit’s proven format of pre-matched face-to-face
meetings is beneficial by exclusively targeting only the most
qualified buyers and bringing them together with suppliers who are
pertinent to their needs. The Summit offers unparalleled networking
opportunities and a relaxed businesslike environment, as well as a
comprehensive seminar programme running across the two days of
the event.
Claudio Wolfring, group design director at Arno GB, opened the
event with his presentation ‘Retail Fireworks – how to ignite static
retail environments’. The seminars covered a wide variety of topics
exploring successful retail design; how technology and innovation
is reinventing retail; brand delivery; sustainability; social media and
the changing face of consumer communication.
ROUND-UP
45
Summit round-up
45
Highlights from the Retail Shopfitting and Display Summit.
Salt ran through a number of brands who
are setting the benchmark when it comes to
brand delivery.
1. John Lewis Christmas campaign —
Consumers engaged with the window
campaign. There was also an in-store
concept area and a digital campaign
including a range of promotional items.
John Lewis’s Christmas campaign is
a great example of integrated brand
delivery, and the hero of the show was
Monty the penguin.
2. O2’s Be More Dog concept —
O2 implemented strong visual
merchandising and product information
in-store. It’s a great connected story,
featuring a cat — known for being
lethargic and disinterested — who
makes a change and decides to be
more dog, a species known for showing
great enthusiasm. The thing is, through
being more dog, people will use more
technology and services.
3. Nespresso — Adverts featuring George
Clooney. This campaign involved
a great digital concept, wow factor
in-store and great new product
innovations.
4. M&M’s — This campaign included
phenomenal exposure, including the
M&M’s Leicester Square store, digital
presence, vending machines and
promotional products.
Retail space and layout1. Think like a customer
2. Use space well
3. Front of shop — windows and wayfinding
4. Prime — first seen/best visual and good
selling value
5. Secondary
6. Discovery
7. Service space — cash points, etc
Space and sightlinesHeight — where do your eyes go when
shopping? Think about the key focal points.
How many times have we seen a
product in a window but can’t find it
in-store?
Layout planning1. Divide the retail space into clear
product zones.
2. Consider space values — primary,
secondary, etc.
3. Determine the best in-store locations
for products.
4. Maximise additional product layout
areas in-store.
5. Consider the customer journey.
Visual communication Research shows that 75 per cent of
understanding comes from visual — we
buy with our eyes. VM is about creating
easy and inspiring shopping experiences.
If you put too many messages out to the
consumer, you’ll just confuse them. Create
stand-out and comment attention. Use
props within displays. For example, Harley
Davison used a real motorbike in-store.
Remember to keep it simple — less is
more. Paul Smith had a window simply
featuring a Paul Smith shirt and a bag of
Cadbury’s buttons. A simple concept and a
great talking point that got you thinking.
Doyle discussed his work with Maplin
Electronics, where he trained staff to tweet
from the shop floor. A total of 700 people
were trained to tweet, deeply embedding
Maplin into the community. Maplin
undertook a pilot scheme at its Rotheram
store, and has gone from one central Twitter
account to 217 accounts and a reach of 45
Steve Salt, senior business development consultant at Visual Thinking, discussed maximising retail success with targeted and integrated brand delivery.
million. The social media project was rolled
out to 20 stores last year, then extended to
200 stores before Christmas.
It’s all about presenting products and
promotions in an interesting way. Staff are
by no means glued to their phones all day;
there is a guideline of one tweet per store,
per day with a minimum of two people in
store trained to tweet. When staff tweet,
characters start to come out, such as staff
Pete Doyle, founder and CEO of Social Retail, talked through the Maplin Electronics case study and how to be a social retailer.
members posing with products and even
the odd photo bomb here and there. Staff
can’t simply tweet a picture of a product,
they are encouraged to get inventive with
their tweets. They aren’t allowed to use
emotional hashtags, only their local town’s
hashtag. The retailer then has an army of
enthusiastic ambassadors.
Doyle says we shouldn’t obsess about
the amount of followers we have, but should
do a courtesy reply to new followers to
say thank you for following. If you want to
introduce tweeting on the shopfloor then
Doyle recommends organising a pilot
scheme. Think twice, tweet once.
opinion
46
THE EVOLUTION OF MANNEQUINSAdrian Coe, director and sculptor at Universal Display and co-founder of Iconeme, says now is a key time in the evolution of the mannequin.
When I began sculpting mannequins for the retail industry more
than 20 years ago, I could never have predicted that today I
would be configuring my designs to include a piece of technology
that would allow them to communicate directly with shoppers,
via their mobile phones. This recent advancement, which allows
retailers to transmit information about the clothes on display
via beacon technology, further increases the importance of the
mannequin’s role in enticing customers into a store. In fact, it is
one of the most significant steps forward in mannequin design
since these life-like forms were first used in window displays back
in the 1930s.
When the New York-based sculptor, Lester Gaba, created
a life-like mannequin called Cynthia in 1932, which included
‘imperfections’ like freckles, it was ground-breaking at the
time and signified the beginning of a new era for visual
merchandising, where realistic mannequins were widely adopted
by retailers. This trend continued, and it’s only in the last few
years that there has really been a rapid decline in the use
of, and demand for, realistic mannequins. Retailers are now
commissioning sculptors, like myself, to create more aesthetically
targeted forms, which allow the customer greater interpretation as
to how the clothes might fit on themselves.
For us at Universal Display and Iconeme, we are continually
evolving and changing our designs to be at the forefront of these
new trends. We produce ranges of mannequins each year, but our
focus has sharpened to the retailers who now increasingly request
bespoke designs. We know mannequins interact on a visceral
level; the body language and pose can convey the attitude and
ethos of a retailer like no other display form, and as such, the
demand for a unique look is ever increasing.
Furthermore, as technology weaves its way into every industry,
it’s no surprise that the retail sector is also experiencing this shift.
One major change is that customers are now shopping in a
different way — using their mobile devices while in store to check
items, prices and other details as they browse. This is where the
idea for beacon-enabled mannequins started. We wanted to
allow retailers to engage with consumers directly as they shop in
store, via the mannequins on display.
By using the Iconeme app, customers can now receive
information from mannequins in selected retailers, including
clothing prices, where items can be found in store and offers.
This is a big shift for retailers, as mannequins are now becoming
interactive rather than passive displays, providing a bridge
between the offline and online worlds. Mannequins can now
‘greet’ shoppers as they enter a store and provide them with
nearly as much information about the looks on display as a sales
assistant could. As the Internet of Things casts its influence in the
retail world, it’s an exciting time and we believe that right now is a
key moment in the evolution of the mannequin.
www.universaldisplay.co.ukwww.iconeme.com
morplan.comFreefone 0800 451122Visit our 4 regional stores
The one stop for ALL your retail needs
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Retail Focus Jan 13_Layout 1 17/01/2013 14:53 Page 1
48
bank branch design
Rewind a few years and banks were purely transactional and functional. Today, branches understand that a customer’s experience of banking is just as valuable as when they go shopping for clothes or a new car.
While much of day-to-day banking is being
delivered via internet and mobile devices,
the physical branch network still accounts
for more than 50 per cent of overall sales.
Many banks are looking to bring back
the customer/bank manager relationship
RISE IN INTEREST
From left to right: allen international
launched next generation digital
branches for State Bank of India’s
sub-branch, sbiINTOUCH; Tensator says
technology should be integrated into
bank branches, not fought against;
Masked in the grass at mBank are
chargers for smartphones and tablets.
and one that expects financial services
to provide solutions instantly. The newly-
launched branches provide instant account
opening with personalised debit cards,
instant loan approvals for car and home,
remote expert advisors via video links and
booking, interacting and keeping in
contact with your bank. The role of the the
smart phone will also have a major impact
on bank branch design.’
With branch sizes and the numbers
of staff both being decreased, and
model. They are using technologies to
deliver more remote services and exciting
reasons to visit a branch.
‘That said, branches must respond
to the new customer expectations that
have arisen from being able to bank
online, which is much more about fitting
into their lifestyles. It must become
more agile, flexible, smaller and more
welcoming — less intimidating,’ believes
Dean Neill, production/pr manager at allen
international.
‘In a similar way that boutique hotels
have captured a loyal clientele through
unique, approachable design and friendly
atmosphere, branch environments must be
comfortable and relaxing; banking is not
an impulse purchase, it’s a considered one,
and customers want to feel comfortable
and that’s where physical staff play a key
role in that as apposed to online banking,’
continues Neil.
allen international launched next
generation digital branches for State Bank
of India’s sub-branch, sbiINTOUCH, as
part of SBI’s programme to offer banking
solutions to the growing mobile phone and
internet savvy customer base. ‘sbiTOUCH
branches are targeted at servicing the
youth in the country; a digital demographic
transactions increasingly moving online or
to self service, what remains of the human
aspect of customer service – and customer
experience – must be even better in order to
retain customers and attract new ones.
‘Bank branches that were once
designed as functional spaces in which
to transact and sell have become
engagement zones to connect on a human
level and promote a bank’s more profitable
products and services. Physical touch
points that focus on face-to-face advice
will need to become more inviting and
welcoming, and the appropriate use of the
latest technology within physical branches
will enhance the customer experience,’
continues Blakeney.
Ajay Joshi, head of media and
technology solutions at Tensator Group,
says technology should be integrated into
bank branches, not fought against. ‘We
have already witnessed the changing
interior space of banks, developing from
the austere faceless banks into places that
are more welcoming, but there’s still more to
be done. Banks must ensure their branches
offer the same customer experience as their
online channels.’
One way to adopt an omnichannel
offering is to introduce an app that
interactive walls and table displays.’
Jen Blakeney, I-AM group director,
is of the same opinion that digital is the
future of retail banking, but says in an
increasingly digital world it’s crucial for
banks to remember that their customers still
want human interaction. ‘Digital efficiency
will never replace the emotional impact of
good customer service or sound personal
advice. The challenge for banks is to
harness the very best of the digital world
and blend it with the warmth of human
interaction,’ says Blakeney.
‘The impact of the smart phone on retail
banking is also fundamental, and in time
it will change completely how customers
interact with their bank. It will become the
primary device for transacting, browsing,
49
bank branch design
RISE IN INTEREST
customers can use for online banking as
well as interacting with the physical branch.
Apps like Tensator Inline Mobile allow
customers to reserve their place in a queue
before they arrive. This means the customer
doesn’t have to wait in a physical queue
and the space within the branch that was
designated to queuing can be repurposed.
‘The bank is in constant dialogue with
the customer throughout their journey.
An integrated approach like this is what
makes new technology essential for bank
branches rather than a hindrance, allowing
banks to make the most of their interior
spaces and better meet the needs of their
customers,’ says Joshi.
‘The challenge financial institutions
face today is how to transform their oldest
channel and make it more effective in this
new digital environment,’ says Jordi Perez,
head of branch network transformation at
I-AM’s guide to maintaining the perfect
blend between human and digital within
a branch:
1. Mobile applications to locate
the nearer branch and make an
appointment.
2. Touch screens in the window to
answer basic questions and browse
24/7.
3. Self-service lobbies open 24 hours a
day for secure banking.
4. Customer management system to
fast-track customers to the right
advisor or service.
5. Roaming staff with tablets for instant
answers.
6. A paperless environment: no stacks of
paper, leaflets or posters.
7. Video links to a range of specialist,
remote advisors available 24/7.
8. Computer screens shared between
staff and advisors – no hidden
information.
9 Reactive promotional screens that
respond to age and gender.
10. Service quality measured at
departure.
individual interviews are held. There is also
a dedicated area to entertain children.
They can solve the quiz from the money
exchange knowledge, play with a mini ATM
or simply colour pictures.
Barclays is making the most of
unused in-store spaces by offering them
to entrepreneurs, social enterprises and
community groups. The programme is
called Hatch and the bank has partnered
with charity 3Space to transform spaces
throughout the UK. The first Hatch has just
opened in Oxford, with three more planned
in 2015. The Oxford Hatch is a converted
bank vault, which is now equipped with
a 3D printer and other workshop tools.
Barclays staff are on hand to offer free
support, including technology advice.
Wincor Nixdorf. ‘Branch transformation is a
journey. For banks, it leads to operational
improvement; for customers, an enhanced
experience. To achieve this, banks need
to evolve their physical operations from
the branch network down to the in-branch
experience.’
For Odeabank’s Istanbul flagship
store, I-AM created a design that is both
welcoming and attention grabbing. A range
of digital tools — touch-tables, tablets,
iPhones and interactive screens — are
available in waiting lounges and entrance
halls to welcome customers and facilitate
engagement with the bank’s services.
ARS Retail & Shopfitting, led by architect
Katarzyna Domoslawska, has integrated
technology within the store design for
mBank in Manufaktura Mall in Lodz,
Poland. The store design features a white
colour scheme with accents of different
colours. It’s characterised by lightness,
interactivity and a boutique feel. The ceiling
is equipped with sensors and cameras so
that mBank can monitor where customers
frequently spend time to possibly modify the
design or functionality of branches.
At mBank, customers can use three
50in touch-screens, equipped with sensors,
that recognise a person’s gender. This
helps to personalise information on the
display. Customers can also benefit from
free wi-fi and masked in the grass are
chargers for smartphones and tablets.
Installed near the entrance is an interactive
screen equipped with kinect technology,
displaying relevant content to people
passing by the screen. mBank also offers
the option to video call with an employee
of another branch of mBank in Poland. For
the comfort of customers, a special room
was created where video conferences and
Main image: allen international designed
The Lab (Learn About Banking) for
Allied Irish Bank. Below: Restaurant
banking concept at ChiantiBanca
in Tuscany, designed by CREA
International. Below right: I-AM’s concept
for Odeabank in Istanbul features a
transparent exterior and curved lines —
welcoming and attention grabbing.
52
products
PROJECTS
RockfonRockfon has worked closely with Paddy Power to help create
an environment where customers can enjoy the best possible
experience. Rockfon Color-all ceilings in Charcoal colourway
were fitted in all of Paddy Power’s 55 new outlets. Color-all is
available in 34 colours, giving architects and specifiers the
opportunity to create inspirational interiors. Color-all can be fitted
as either ceiling panels or as wall absorbers. The panels come in
a number of sizes with a choice of exposed, semi-concealed or
concealed edges.
T. +44 (0)800 389 0314 E. [email protected] www.rockfon.co.uk
Doro Tape UKThe use of a self-adhesive stencil masking film is an easy
and dependable way of applying painted graphics to any
surface. Yellowbox Solutions in Yeovil was asked to supply the
stencil for painting a repeat pattern onto a cork board wall
measuring 2.6m high x 7m long within the canteen of Preston
Secondary School as part of a complete refurbishment. The
company used the self-adhesive Aslan S41 stencil masking
film supplied by Doro Tape UK. This is just the type of design
ideas that can be applied to great effect in any retail
environment, and Doro Tape has stencil masking films to suit
almost any surface.
T. +44 (0)1858 431 642 E. [email protected]
www.dorotape.co.uk Twitter: doro_tape
Reggiani LightingDalziel & Pow has created an all-LED store experience at The
White Company in Norwich, featuring LED luminaires from
Reggiani. Fittings used comprise Unimosa LED downlights
including 26W fittings and recessed 10W Low LED downlights in
both fixed and adjustable versions; track-mounted adjustable
DALI dimmable 26W LED Yori projectors with Reggiani’s IOS
reflectors; 6W, 9W and 27W LED Linea Luce Slim Low and High
luminaires for cove lighting in a range of lengths, and Reggiani’s
new recessed Trybeca under the entrance canopy.
T. +44 (0)20 8236 3000
www.reggiani.net
Twitter: reggianilight
ShelfstoreIndependent toy shop Crocodile Toys has been a long-term
customer of Shelfstore, choosing its bespoke shelving system
to enhance the layout of its premises each year. The retailer
needs to keep everything easily viewable and shown in a way
that feels comfortable to the customer. Shelfstore matches the
quality of the products and is a natural fit. The system is highly
adaptable, allowing the retailer to add layers to the space
and reconfigure the design easily when required. The shop
is redesigned at least once a year, moving and shifting the
existing system to match its requirements, with very little effort.
T. +44 (0)1628 782 642
www.shelfstore.co.uk
Twitter: Shelfstore
One iotaSuperdry has installed fully transactional in-store iPads in all of
its UK stores, with cloud-based multi-channel retail specialist
One iota. The iPad-based solution comprises iPad minis which
are integrated with bluetooth chip & pin payments and carried
around the store by Superdry’s sales assistants, enabling them
to increase sales anywhere in-store. Shoppers are assisted in
buying items that may be out of stock, or from the extended lines
now available in any store, for home delivery or collection at any
of Superdry’s 86 UK stores.
T. +44 (0)843 216 1010
E. enquiries@
itsoneiota.com
www.itsoneiota.com
Twitter: itsoneiota
53
ADI UKRiver Island has invested in LED technology for the first time
with the installation of a large LED screen from industry
specialist ADI.tv at its flagship Rotterdam store. The 12 sq m
display is helping drive footfall and convey the fashion brand’s
identity via high impact digital media. It allows River Island to
communicate its latest campaigns and in-store offering in an
innovative and attractive way, with the screen also providing
opportunities to broadcast interactive and live content. River
Island can engage customers before they enter the store, while
also enhancing the aesthetic. The look and feel of the screen
fits well with its identity as a contemporary high street retailer.
T. +44 (0)800 592 346 E. [email protected]
www.adi.tv Twitter: ADI_LED
Futura Retail SolutionsDiscount retailer This is it in the South West of England and a fast growing online business is
the first to benefit from a new relationship between Futura Retail Systems and the Peoplevox
warehouse management solution. Integration work by Futura using the Peoplevox API
(Application Programing Interface) has created a seamless link between its leading retail
management solution and the Peoplevox platform to provide This is it with live stock
visibility wherever it resides in the business, together with fast and accurate fulfilment for its
expanding ecommerce activities. Integration has improved information and management
control, while intelligent multi-location stock management and automated fulfilment has
increased speed, accuracy and reliability in the warehouse.
T. +44 (0)1189 841 925 E. [email protected] www.futura4retail.co.uk Twitter: Futura_retail
products
TECHNOLOGY
NEC Display SolutionsNEC Display Solutions offers the industry’s broadest range of
LCD and LED displays, projection and videowall solutions.
New 4K UHD resolution large format signage displays present
content with super sharp life-like clarity to allow your brand
to stand out in a media-rich environment. In partnership with
Scala, context-aware and interactive retail signage solutions
deliver high impact intelligent content helping to increase
dwell time, deliver a personalised shopping experience, build
brand loyalty and ultimately achieve sales uplift.
T. +44 (0)870 120 1160 E. [email protected]
www.nec-display-solutions.co.uk Twitter: NEC_Display_EU
54
products
LIGHTING
Concord LightingConcord has introduced the Beacon XL, a spotlight with the power to provide up to 3,000
fixture lumens at only 40W. Retailers will benefit from the energy savings that LED technology
provides, whilst also incorporating the flexibility of dimming and lowering maintenance
costs compared to traditional CMI technology. Available in black and white versions to
compliment the rest of the Beacon range, the Beacon XL can replace existing 35W CMI-T
(HID) luminaires to provide significant energy savings. With a CRI figure of up to 97, the
Beacon XL offers retail and display environments a high powered LED luminaire with great
colour rendering.
T. +44 (0)870 606 2030 E. [email protected]
www.concord-lighting.com Twitter: Concord_HS
Commercial LightingSovereign EcoBlade is a range of high performance LED
uplighters available from Commercial Lighting, designed
around the very latest in LED technology. They are available
in a range of standard sizes with LED efficiency up to 130lm/W,
making these high quality units ideal for most applications.
The units are designed and manufactured in the UK using
high purity extruded aluminium housings with an integral
thermal management system for optimum performance and
longevity. All versions are supplied with a high transmission
Microprism diffuser to provide full protection to internal
components. Wall-mounted, freestanding and pendant
versions are available and can be finished in any BS/RAL
colour.
T. +44 (0)1489 581 002 E. [email protected]
www.commercial-lighting.co.uk Twitter: clslight
AtriumIndendendent lighting distrubutor, Atrium has announced the
launch of its updated online portal, offering a great resource
and interactive destination for specifiers. The new site presents
a contemporary showcase for Atrium’s case studies and its
collection of products. The website was developed to deliver a
more visual user experience, highlighting its portfolio of innovative
lighting brands, which include Flos, LTS, Modular, Buschfeld and
most recently, Grupo MCI and Sattler. Case studies cover retail,
residential and commercial
sectors within the UK.
T. +44 (0)20 7681 9933
www.atrium.ltd.uk
Twitter: Atrium_ltd
Progress LightingProgress Lighting introduces the Invisua Masterspot 2 Track.
This fitting offers high lumen output (4,000lm), high CRI of 95
and a wide tunable white colour temperature range of 1,500K
- 10,000K. For the first time a new era of total control and ease
of installation have been combined to produce this highly
versatile track-mounted fitting.
T. +44 (0)1423 704 124 E. [email protected]
www.progresslighting.co.uk Twitter: progressled
A l e d a A d j u s t a b l e : L E D
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Download our comprehensive catalogueshowcasing the full product range
Refined yet RevolutionaryFeaturing a distinctive design, the Aleda Adjustable downlighter byHacel adds an innovative dimension to accent lighting. Combiningcreativity with lighting class single point LED Modules, the luminaire,with a smooth and precise pan and tilt adjustment, hostsoutstanding performance characteristics and energy efficiency.The Aleda is ideally suited to a wide range of applications, providinga lighting solution of the highest quality.
Dynamic Design. Exceptional Engineering.
R_Focus_RH_Aleda_Hacel.qxp_Layout 1 18/02/2015 13:21 Page 1
56
products
FLOORING + SURFACES
3MDI-NOC Architectural Finishes from 3M have been used to refurbish the bar counter
in the new Guinness Dugout Bar at Thomond Park Stadium, Ireland. The finishes
were chosen and installed by MSi Signs as a cost effective solution for transforming
an ordinary bar counter into an extraordinary, aesthetically pleasing design aspect.
DI-NOC Finishes in PS-504 Black and LE-702 Cream Leather compliment the
dark, rich colours of the Guinness logo. The films were applied to the bar counter
top and front by two trained MSi applicators over a period of three days, with no
sanding down required.
T. +44 (0)800 121 4739 E. [email protected]
www.3M.co.uk/innovativefinishes Twitter: @3M_Architecture
PolyflorExpona luxury vinyl tiles from Polyflor have been used to
create a sophisticated statement floor design at Harris + Hoole
coffee shop in Slough. With unlimited design possibilities
available from the Expona range, a combination of tiles
in contrasting colours were chosen by interior and retail
branding design consultancy Path Design of London to
create a striking effect. Flooring from two collections within
the Expona range were selected for use in this retail space;
heavy duty commercial Expona Design PUR tiles for front of
house and Expona Control PUR safety flooring for back of
house. Individual designs and patterns can be easily created
by simply laying different Expona luxury vinyl tiles next to
each other, or Polyflor’s in-house design team can create
even more complex bespoke flooring designs using water jet
cutting technology.
T. +44 (0)161 767 1111 E: [email protected]
www.polyflor.com Twitter: Polyflorltd
Karndean DesignflooringThe Opus Enhance range of luxury vinyl flooring from Karndean
Designflooring achieves a result of 40+ in the Pendulum Wet
Test, the highest currently available. Ideal for use in a variety
of commercial settings, the enhancement to the PU coating
allows for added grip without
compromising on aesthetics.
The collection features the most
popular designs from Karndean’s
commercial Opus range. The six
planks and two large format tiles
ensure a wide spread of different
colour palettes.
T. +44 (0)1386 820 100
www.karndean.com
Twitter: KarndeanComm
ArmourcoatOne of the highlights on Armourcoat’s stand at Retail Design
Expo was its range of Timber-Effect panels cast from actual
Douglas Fir timber planks. Two designs are available — original
or rugged shown here — made from a polymer-modified
gypsum resin mix. Available in four base colours in both
smooth and textured finishes, the smooth panels can be
enhanced once installed with EcoPearl waxes to create a
further 16 colours. Timber-Effect panels have been creatively
used to replace or match exotic timber such as Shou-Sugi-Ban
Japanese charred planks or North American Mountain Pine
Beetle blue-stain timber.
T. +44 (0)1732 460 668
www.armourcoat.com
Twitter: Armourcoat
A unique addition to the Expona FamilyIntroducing the latest edition to the Expona family of floorcoverings, Expona Flow is a collection of 50 commercial vinyl sheet products encompassing authentically reproduced natural materials and innovative, eye catching designs. Contact us for your free copies of the new brochure and fully sampled presentation book.
DESIGN LED CONTINUOUS VINYL FLOORING
POLYFLOR LTD. PO BOX 3 RADCLIFFE NEW RD WHITEFIELD MANCHESTER M45 7NR
TEL: 0161 767 1122 FAX: 0161 767 1128 E-MAIL: [email protected] WWW.POLYFLOR.COM
58
surfaces & finishes
focus on:From the flooring and walls to worktops and display cases, surfaces and finishes can help add the finishing touches to a retail store and convey the quality of a brand. They can add texture, colour and interest to a space, engaging the customer with the retailer. We bring you a mix of surfaces and finishes this month, from acrylic to laminate and vinyl.
Surfaces + finishes
Bringing beauty to the surfacePerspex Naturals is a new cast acrylic range from Perspex inspired by the simple
beauty of nature, designed for retail and interior design applications. Perspex
Naturals simulates the earthy tones and velvety texture of natural stone. It’s
available in a collection of six colours in 3,050mm x 2,030mm size sheets in 3mm
and 5mm thickness as standard. If you require something different, either a new
colour or different thickness, Perspex offers a make-to-order service.
www.perspex.co.uk
Door to door Egger has extended its internal door size laminate range to offer clients an extremely
durable and cost effective solution to veneers. There are now 90 ZOOM decors in the full
range, comprising 45 woodgrains and 45 uni colours, with 44 decors readily available in the
UK through a nationwide network of distributors. The new range includes all the best-selling
decors for the door industry and also features six horizontal decors designed especially for
doors and two decors that are new for 2015: H3450 ST36 White Fleetwood and H3451 ST36
Champagne Fleetwood.
www.egger.com
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Endless possibilitiesGeaves has unveiled
Wow! and aniline, the
latest additions to
the company’s SM’art
range of coordinated
products. The latest
technology advances
ensure that pattern
is synchronised with
the surface texture.
SM’art’s range of
coordinated products
allow you to design any
kind of environment
for high-wear retail
environments.
www.geaves.com
surfaces & finishes
Minimising waste Right Size Matters, developed by Avonite, is an
acrylic sheet material available in a choice of
thicknesses and sizes to offer cost engineering
and minimal waste. For the ultimate in design
flexibility, custom-sized sheets of 3mm,
6mm and 12mm solid surface material are
available from 760mm to 1,524mm widths,
and from 1,829mm to 5,182mm in length. This
allows designers and contractors to order the
dimensions that best fit the project, and with
faster fabrication and fewer joints, wastage is
reduced and cost and labour are minimised.
www.avonitesolidsurface.co.uk
Weathered well Armourocoat introduced a new metal rust finish called Rusteel
at Retail Design Expo. It offers an authentic rustic iron or patina
effect, creating an aged, weather beaten metal surface. This
time-worn finish, similar to weathering (or Corten) steel, is
created from a water-based paint with metal particles that
naturally tarnish when activated. A sealer coat is used once
the desired effect is achieved and provides a further protective
layer. The finish is available exclusively through the ArmourFX
modular panel system.
www.armourcoat.com
Wet your appetite Karndean Designflooring’s Opus Enhance range of vinyl flooring offers unprecedented
slip resistance, achieving a result of 40+ in the Pendulum Wet Test, the highest currently
available in the marketplace. The collection features the most popular designs from
Karndean’s commercial Opus range. The six planks and two large format tiles ensure
a wide spread of different colour palettes. From the striking black washed, woodgrain
effect of Carbo, to the weathered wood appearance of Magna, these on-trend designs
will add a contemporary twist to any project.
www.karndean.com
‘Smoke’ by Armourcoat SculpturalFrom a range of original seamless 3D wall surface designswww.sculptural.armourcoat.com
‘Smoke’ by Armourcoat SculpturalFrom a range of original seamless 3D wall surface designswww.sculptural.armourcoat.com
Directory
62
Retail Supplier Directory, find the specialist retail products and services you are looking for from leading suppliers around the world.
Visit the Retail Focus online directory
at www.retail-focus.co.uk to discover a
comprehensive list of the UK’s leading
retail suppliers. Each listing contains in-
depth company information together with
inspirational images, video footage and
informative press material. You can also
link through to company websites and
connect with suppliers through Twitter and
Facebook.
The Retail Supplier Directory is divided into
a number of categories, such as design
agencies, point-of-purchase, lighting,
props and surfaces, to make the site easy
to navigate.
To feature in the online directory, contact
Terry Clark on 0845 6807405
or email [email protected]
DirectoryDirectory
Retail Supplier Directory
Directory
63
Aluminium Fittings
Specialist Stockist of Aluminium Extrusions and Mild Steel Fittings for the shopfitting industry.
Extensive stock held of: *Slotted uprights*Aluminium slatwall*Perimeter Sections*Corner sections*Design and bespoke service.
DirectoryDirectory
T: 01273 582241 E: [email protected]: www.d-i-a.netS. www.twitter.com/DesignsinAlumin
Aluminium Fittings
MicroSlat is a strong versatile 25mm fine pitched aluminium slatwall system. With a bespoke range of components it can be used to build unique and interesting displays or add value to existing designs.
T. 01325 351 276E. [email protected]. www.microslat.comS. www.twitter.com/MicroSlat
Aluminium Fittings
T: 0 01422 310767E: [email protected]: www.wbelland.com
Bespoke Display
Axis design, develop, manufacture and install bespoke retail display solutions. We’ve worked with the biggest names on the high street, but approach every project in the same way, with the maximum thought for your brand, products and sales environment.
T, 020 3260 3888E. [email protected]/retailS. www.twitter.com/AxisEuropePlc
Bespoke Display
H Squared Limited are display specialists in creating brand presence at the point of purchase. Through a holistic approach to the development of display... strategic led creative design and cost effective manufacture, supply and installation, H Squared are able to offer clients an experience to nurture an idea as well as the capability to realise and deliver these ideas.
T: 01530 814200E: [email protected]: www.hsquaredltd.co.ukS: www.twitter.com/HSquaredLtd
Bespoke Display
Bespoke Display
KSF provides retail merchandising display solutions to retailers, brands and trade customers from CONCEPT to COMPLETION via our global supply chain (China/UK/East EU) to deliver LOWER total cost of ownership. YOU’VE TRIED THE REST; NOW PUT US TO THE TEST.
T: +44 (0)8450 944 699E: [email protected]: www.ksf-global.comS: www.twitter.com/KSFGlobal
Bespoke Display
Bespoke Display
Spur Creative Workshop deliver unique visual merchandising solutions for retail brands. Boasting a wealth of experience in high quality prop making we create display concepts for window staging, POS and brand awareness campaigns.
T 01892 890608E: [email protected] www.spurcreative.co.ukS: www.twitter.com/ spur_creative
Bespoke Display
Design Consultancies
H Squared Limited are display specialists in creating brand presence at the point of purchase. Through a holistic approach to the development of display... strategic led creative design and cost effective manufacture, supply and installation, H Squared are able to offer clients an experience to nurture an idea as well as the capability to realise and deliver these ideas.
T: 01530 814200E: [email protected]: www.hsquaredltd.co.ukS: www.twitter.com/HSquaredLtd
Design Consultancies
IGNITION is an independent creative companyOur multi-disciplined team work together to deliver exceptional retail and commercial environments, global exhibitions and brands.
T, +44 (0) 1179 725168E. [email protected]. www.ignitiondg.com
Design Consultancies
We are TWO Visual, the retail agency specialising in visual merchandising. Led by brand directors Jeanette Cheetham and Brendan Gordon we provide everything retailers need to make their brands visually dynamic, whilst improving team and commercial performance.
T, +44 (0) 1858 414275E. [email protected]. www. twovisual.co.ukS. www.twitter.com/TWO_Visual
Display
Original suppliers of display fabrics, textiles, PVC and polycarbonates for retail displays and exhibition stands since 1934Backgrounds have been our background since backgrounds began and B Brown have more than 400 in stock.
T, 08705 340 340E. [email protected]. www.bbrown.co.ukS. www.twitter.com/luvbbrown
No.1 Advertising Balloon Service:• Printed Latex and Foil Balloons• Helium Gas delivery and collection• Flags, Bunting and Banners• Promotional Sashes and T-shirts• Multi-store distribution nationwide
T, 01494 774376 E. [email protected] W. www.b-loony.com
Balloons & Bunting
arken are a UK design and manufacturing facility creating bespoke poster display solutions. As well as our bespoke offer, we provide off the shelf products such as poster frames, light boxes, poster hanging systems, pavement signs, forecourt signs, all available in a range of colours and sizes.
T: +44 (0)1638 565656E: [email protected]: www.arken-pop.com
Walker Bros (Elland) Ltd is an Engineering Manufacturing company specialising in sheet metalwork and plastic fabrication. We supply precision metal and plastic products, components and light fabrications to a broad range of industries and markets throughout the UK and Europe.
T: 0 01422 310767E: [email protected]: www.wbelland.com
Walker Bros (Elland) Ltd is an Engineering Manufacturing company specialising in sheet metalwork and plastic fabrication. We supply precision metal and plastic products, components and light fabrications to a broad range of industries and markets throughout the UK and Europe.
With over 24 years experience and knowledge within the industry, we pride ourselves on offering a tailored service for retail solutions such as Mannequins, LED Lighting & magnIQ our patented magnetic wall system.We work with many different sectors, including; Designers, Stylists, Architects and Visual concept team buyers.
T +44 (0)20 8348 9888 E: [email protected] W: www.rarebasic.comS: www.twitter.com/rarebasic
Bespoke Display
We are IPOS. A creative design agency whose extensive and impressive client list speaks volumes for the professional services we offer. We design, produce and install all aspects of our client’s POS. From in-store graphics, window vinyls and 3D bespoke window displays to full multi location campaign roll outs.
T: 0161 477 8501E: [email protected]: www.ipos-design.co.ukS. www.twitter.com/iposdesign
Directory
64
Display
Are you looking to increase your product sales, re-brand or launch a new product? If you’re not already talking to us, you should. Our group offer an unprecedented level of experience coupled with a comprehensive range of products and services. Our aim is to make your products sell and your service the best on the market.
T: +44(0)113 265 0093E: [email protected] W: www.concept-data.comS. www.twitter.com/GDProjects
GDP display, manufactures, delivers and installs world-class retail environments, store fixtures, displays and visual merchandising equipment. GDP is truly Global, through its activities in many parts of the world. We have supplied high-end displays and furniture to successful retail brands throughout Europe, North America, South Africa and South East Asia.
T: +44 (0)1582 433 771E: [email protected]: www.gdprojects.euS. www.twitter.com/GDProjects
Display
Display
Impulse POP specialises in Point of Purchase display systems for the Retail sector.We offer many years of experience in all aspects of retail design, with in house manufacture - including quick turnaround prototypes, or overseas manufacture, delivery, installation and retail merchandising.
T, 01767 682756E. [email protected]. www.twitter.com/impulsepop
Display
Display
Spur Creative Workshop deliver unique visual merchandising solutions for retail brands. Boasting a wealth of experience in high quality prop making we create display concepts for window staging, POS and brand awareness campaigns.
T 01892 890608E: [email protected] www.spurcreative.co.ukS: www.twitter.com/ spur_creative
Display
Display
We create bespoke tailored solutions for retail, interiors, exhibitions, museums and 3D and we know one size does not fit all. Our teams are always ready for the challenges, big or small.
T: 01923 800666 E: [email protected]: www.stylographics.comS. www.twitter.com/hellostylo
Display
Display - Digital
Crystal Display Systems is already a leading UK designer, distributor and value added reseller of flat panel display solutions. We have a vast array of media players, interactive displays, videowalls and shelf edge displays. Our knowledge and expertise has also led to us being one of the European leaders in transparent LCD.
T: +44 (0) 1634 292 025E: [email protected]: www.crystal-display.comS. www.twitter.com/CrystalDisplays
We provide total end to end solutions encompassing all aspects of designing, implementing, managing and supporting multi-faceted marketing technology concepts and Digital Screen Media networks.
T, +44 (0)845 481 8020E. [email protected]. www.twitter.com/ScreenMediaTech
Offering an extensive range of EPOS hardware from world class suppliers such as Star Micronics, Honeywell and Posiflex, DED offer the complete EPOS hardware solution alongside a unique rewritable loyalty system.
T: 01797 320636E: [email protected]: www.ded.co.uk
S: www.twitter.com/dedltd
Display - Digital
EPOS
Finishes
Armourcoat is the world’s foremost supplier of polished plasters, sculptural effects and innovative surface finishes.
T. +44 (0)1732 460 668E. [email protected]. www.armourcoat.comS. www.twitter.com/Armourcoat
Furniture
Spur Creative Workshop deliver unique visual merchandising solutions for retail brands. Boasting a wealth of experience in high quality prop making we create display concepts for window staging, POS and brand awareness campaigns.
T 01892 890608E: [email protected] www.spurcreative.co.ukS: www.twitter.com/ spur_creative
We create bespoke tailored solutions for retail, interiors, exhibitions, museums and 3D and we know one size does not fit all. Our teams are always ready for the challenges, big or small.
T: 01923 800666E: [email protected]: www.stylographics.comS. www.twitter.com/hellostylo
Furniture
Graphics
Graphica Display print, produce and install retail graphics including till point graphics, window graphics, LED lightboxes, cut & printed vinyl and much more. Nationwide & Euorpean delivery and installation.
T: 0845 3730073E: [email protected]:www.graphicadisplay.co.ukS. www.twitter.com/graphicatweet
Graphics
We create bespoke tailored solutions for retail, interiors, exhibitions, museums and 3D and we know one size does not fit all. Our teams are always ready for the challenges, big or small.
T: 01923 800666 E: [email protected]
W: www.stylographics.comS. www.twitter.com/hellostylo
We are IPOS. A creative design agency whose extensive and impressive client list speaks volumes for the professional services we offer. We design, produce and install all aspects of our client’s POS. From in-store graphics, window vinyls and 3D bespoke window displays to full multi location campaign roll outs.
T: 0161 477 8501E: [email protected]: www.ipos-design.co.ukS. www.twitter.com/iposdesign
Internationally acclaimed, award winning unique magnetic wall system offers instant flexibility & creative choice to architects, interiors & store designers.Since launching the magnIQ system in 2006 the response has been quite phenomenal. To date the system has won 13 prestigious awards and is now internationally recognised justifying the many years Rare Basic spent on research and development.
T +44 (0)20 8348 9888 E: [email protected] W: www.rarebasic.comS: www.twitter.com/rarebasic
Woodwood Group –Tx Frame UK are a specialist in tension fabric display systems and LED light boxes. We are able to deliver the highest quality service with a friendly but professional approach to ensure you receive the spectacular results you deserve.
T, 01376 295 016E. [email protected] W. www.txframe.co.uk
Directory
65
Interactive Displays
Crystal Display Systems is already a leading UK designer, distributor and value added reseller of flat panel display solutions. We have a vast array of media players, interactive displays, videowalls and shelf edge displays. Our knowledge and expertise has also led to us being one of the European leaders in transparent LCD.
T: +44 (0) 1634 292 025E: [email protected]: www.crystal-display.comS. www.twitter.com/CrystalDisplays
Lighting
POP/POS
POP/POS
POP/POS
Custom made, 20mm deep LED Edge lit ‘Diamond’ light boxes, and 8mm deep ‘Garnet’ light panels for retail display, signage and advertising.
T: 0333 123 0345F: 0333 123 0445E: [email protected] www.artillus.com
POP/POS
We are the leading retail implementation agency with unrivalled expertise in Installation, Retail Audits, Merchandising and Field Marketing. If you think your campaigns might benefit from a complete service, you should talk to us.
T: +44 (0) 1625 569 200E: [email protected]: www.momentuminstore.comS: www.twitter.com/momentuminstore
POP/POS
POP Install
Impulse POP specialises in Point of Purchase display systems for the Retail sector.We offer many years of experience in all aspects of retail design, with in house manufacture - including quick turnaround prototypes, or overseas manufacture, delivery, installation and retail merchandising.
T, 01767 682756E. [email protected]. www.twitter.com/impulsepop
SlatwallPOP Install
Spur Creative Workshop deliver unique visual merchandising solutions for retail brands. Boasting a wealth of experience in high quality prop making we create display concepts for window staging, POS and brand awareness campaigns.
T 01892 890608E: [email protected] www.spurcreative.co.ukS: www.twitter.com/ spur_creative
POP Install
Retail Consultancy
Slatwall
VM
VM - Training & Tools
Our aim is simple: To provide GOLD STANDARD Installation and Merchandising of Display Equipment at competitive prices.
T: 0161 941 2239E: [email protected]: www.plan2install.co.uk
From small, lightweight point-of-sale display turntables for short term use, to larger turntables designed for durability and reliability over many years, Movetech UK has a turntable to meet your needs.
T: 01204 537680E: [email protected]:www.movetechuk.comS. www.twitter.com/movetechuk
We are IPOS. A creative design agency whose extensive and impressive client list speaks volumes for the professional services we offer. We design, produce and install all aspects of our client’s POS. From in-store graphics, window vinyls and 3D bespoke window displays to full multi location campaign roll outs.
T: 0161 477 8501E: [email protected]: www.ipos-design.co.ukS. www.twitter.com/iposdesign
LED Solutions are a specialist LED lighting supplier who can offer you a wide variety of bespoke lighting solutions for the sign, shop fitting and display industries.
T: 0116 262 5933E: [email protected]: www.ledsolutions.co.ukS. www.twitter.com/ LEDSolutionsUK
100% provides services in the UK & Europe covering:
• Display Installation• POS Updates & Maintenance• Store Audits• Transport & Warehousing• Project Management• Online Reporting
T: +44 (0)161 929 9599E: [email protected]: www.100percentgroup.comS. www.twitter.com/ 100percentgroup
POP/POS
MTFX Winter Effects artificial display snow range includes all you need to give your displays the crispness of a winter setting or the chill of a frosty Christmas.
T: 01452 729903E: [email protected]: www.mtfx.com
MicroSlat is a strong versatile 25mm fine pitched aluminium slatwall system. With a bespoke range of components it can be used to build unique and interesting displays or add value to existing designs.
T. 01325 351 276E. [email protected]. www.microslat.comS. www.twitter.com/MicroSlat
We are TWO Visual, the retail agency specialising in visual merchandising. Led by brand directors Jeanette Cheetham and Brendan Gordon we provide everything retailers need to make their brands visually dynamic, whilst improving team and commercial performance.
T, +44 (0) 1858 414275E. [email protected]. www. twovisual.co.ukS. www.twitter.com/TWO_Visual
We are TWO Visual, the retail agency specialising in visual merchandising. Led by brand directors Jeanette Cheetham and Brendan Gordon we provide everything retailers need to make their brands visually dynamic, whilst improving team and commercial performance.
T, +44 (0) 1858 414275E. [email protected]. www. twovisual.co.ukS. www.twitter.com/TWO_Visual
We specialise in Point of Sale (POS) and Point of Purchase (POP). We design, manufacture and fit retail fixtures and store displays and we’re good at it. For over 55 years Axiom has been designing and producing exciting and innovative retail displays for well known brands and retail groups.
T: +44 (0)161 681 1371 E: [email protected]: www.axiom-displays.co.uk
Specialist Stockist of Aluminium Extrusions and Mild Steel Fittings for the shopfitting industry.
Extensive stock held of: *Slotted uprights*Aluminium slatwall*Perimeter Sections*Corner sections*Design and bespoke service.
T: 01273 582241 E: [email protected]: www.d-i-a.netS. www.twitter.com/DesignsinAlumin
Q & A
66
Mark Anderson, managing director of Virgin Holidays, discusses
his new role, evolving the in-store customer experience and the
importance of having a high street presence.
RF. What is your career background?
MA. My journey to becoming the commercial customer champion
I am today started in retail management with C&A, before
a selection of senior positions with BAA saw me deliver the
flagship terminal operation and lead onto a comprehensive
review of customer experience. I joined Virgin Holidays in 2005
and since then have doubled our retail estate and achieved
an 80 per cent increase in profit per customer, as well as driven
an 18-point increase in customer recommendation over five
years, making Virgin Holidays a top 10 UK company for customer
service in the process.
RF. Since becoming managing director in May 2014, how have you
developed the business?
MA. Whether it’s the above average NPS and staff engagement
scores, or our profitability, we have lots to be proud of. But it’s
my job to nurture a culture of continuous improvement and to
constantly push the ways we’re improving the ‘what’ and ‘how’
for our customers. I’ve implemented a new company strategy
designed to further improve our performance across those three
key areas. Built around four pillars with a laser focus on our
customers at its centre, it’s a five-year plan driven by effective
leadership and an engaged team.
RF. What plans do you have for the company moving forward?
MA. You will see us focusing our efforts on playing to our strengths
in core destinations and working closely to maximise synergies
with our partners — including of course Virgin Atlantic — to create
exciting differentiated products and experiences. I’m also
simplifying how we operate and undertaking a programme of
strategic investment to further reinforce our customer offer and
high performance culture.
RF. How do you plan to evolve the in-store experience?
MA. Holidays are intangible so the travel in-store experience has
to work even harder to ‘sell the dream’ and connect on an
emotional level with customers. We’re proud of the way we’ve
led our industry in innovating with layout, the in-store service
offering and design, and you can expect more on that front
— for instance, the roll-out during 2015 of eight lounge stores
modelled on our popular v-room airport departure spaces.
We’ll also aim to push technology further to help inspire our
customers and bring the destinations we sell to life. In January
we introduced Google Cardboard in 50 of our shops, and
are looking at broadening that distribution, and other new
platforms, as we explore ways to immerse our customers further.
RF. Why is it still important for the business to have a presence on
the high street?
MA. Retail has been our fastest growing channel for a number of
years, and between 2011 and 2013 we doubled our number of
shops. It’s always been about responding to the feedback
we’ve received from customers wanting to interact face-to-
face with our brand during the research and purchase phases.
Holidays are a big financial commitment. People still want to
take their time, talk through the options with an expert and get
excited before buying. But our retail arm is part of a distribution
jigsaw which, with our web, sales centre and trade channels,
works as a whole to give our customers the maximum choice, as
well as an overall coherent experience.
RF. How is the travel industry changing to meet consumer needs
both online and offline?
MA. It is definitely developing ways to become more agile in
responding to the demands of today’s consumers, looking at
the models being developed by disruptive brands and asking
what can be learnt from them. It’s also becoming more
effective at understanding that consumers are chameleons
now, who will shift focus and allegiance between brands,
channels, preferences according to a myriad of influences,
some of which are out of our control. It makes the need for us
to truly understand what turns them on, and for there to be
coherence and consistency throughout the customer journey,
even more critical.