Hardware Retailing October 2021

OCTOBER SPONSOR

Staying in Touch

“Our Midwest Fastener display is a destination for the Outdoor Supply Hardware customer. Midwest provides us a wide range of products which has increased our customers satisfaction with our fastener selection!”

- Flor Naranjo, Store manager

- Felix Cruz, Hardware Department Supervisor

Outdoor Supply Hardware, Redwood City, CA

Exceeding Expectations. One Fastener Destination at a Time!

CONNECTIONS

HEADQUARTERS

1025 East 54th St. Indianapolis, Indiana 317-275-9400

NHPA@YourNHPA.org YourNHPA.org

OUR MISSION

The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.

NHPA BOARD OF DIRECTORS

CHAIRMAN OF THE BOARD

Daniel Harris, Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois

EXECUTIVE VICE CHAIRMAN

Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina

DIRECTORS

Craig Bond, Tommy’s Paint Pot, Eugene, Oregon

David Dishke, Grand River Home Hardware, Caledonia, Ontario

Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon

Jackie Sacks, Round Top Mercantile Co., Round Top, Texas

SECRETARY-TREASURER

Bob Cutter, NHPA President and CEO

STATE & REGIONAL ASSOCIATIONS

MIDWEST HARDWARE ASSOCIATION

Jody Kohl, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033

800-888-1817; Fax: 715-341-4080

NHPA CANADA

NHPA CANADA

Michael McLarney, +1 416-489-3396, mike@hardlines.ca 330 Bay Street, Suite 1400 Toronto, ON, Canada M5H 2S8

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

Richard Jarrett, 314-432-7511, Fax: 314-432-7665

COMING IN NOVEMBER

Building Your Bench

Establishing a strong group of leaders that can manage operations, make decisions and mentor other staff is challenging but necessary for the success of your business. Next month, meet retailers who are focused on building their bench of staff from key sales associates to managers to executives. Learn the systems they implemented to develop their teams and how they are preparing their businesses for growth over the next generation and beyond.

EDITORIAL, DESIGN & PRODUCTION 317-275-9400, editorial@YourNHPA.org

MANAGING EDITOR

Melanie Moul, mmoul@YourNHPA.org

TRENDS EDITOR

Todd Taber, ttaber@YourNHPA.org

PRODUCTS & DIGITAL EDITOR

Hans Cummings, hcummings@YourNHPA.org

ASSOCIATE EDITOR

Lindsey Thompson, lthompson@YourNHPA.org

SENIOR DESIGNER

Aubrey Smith

GRAPHIC DESIGNER

Autumn Ricketts

DIGITAL MEDIA SPECIALIST

Kevin Trehan

PRODUCTION MANAGER

Austin Vance

SALES & PRODUCTION ASSISTANT

Freda Creech

ISSUE CONTRIBUTOR

Kate Klein

MARKETING & COMMUNICATIONS

EXECUTIVE DIRECTOR, MARKETING & COMMUNICATIONS

Whitney Daulton

CORPORATE COMMUNICATIONS MANAGER & EDITOR

Julie Leinwand

NHPA SALES

FIELD SALES MANAGER & SOUTHERN SALES DIRECTOR

Scott Gilcrest, sgilcrest@YourNHPA.org, 317-508-7680

MIDWEST SALES DIRECTOR

David Brodowski, dbrodowski@YourNHPA.org, 440-520-9551

NORTHEAST, NORTHWEST & CANADA SALES DIRECTOR

Jordan Rice, jrice@YourNHPA.org, 217-808-1641

SOUTHERN BUSINESS DEVELOPMENT MANAGER Jessi Moore, jmoore@YourNHPA.org, 260-200-0306

EXECUTIVE STAFF

PRESIDENT & CEO

Bob Cutter

CHIEF OPERATING OFFICER & PUBLISHER

NHPA

Hardware Retailing (ISSN0889-2989) is published monthly by the North American Paint and Hardware Association, 1025 East 54th St., Indianapolis, IN 46220. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50/year. Canada $75/year. All other countries $100/year. (Air Mail $60/year additional). Single copy $7. The Annual Report issue can be purchased for $30.

Periodical postage paid at Indianapolis, Indiana, and additional mailing offices.

POSTMASTER: Send address changes to Hardware Retailing P.O. Box 16709, St. Louis, MO 63105-1209.

All editorial contents © 2021 North American Paint and Hardware Association. No editorial may be reproduced without prior permission of the publisher.

REPRINTS: For price quotations, contact the Editorial Department at editorial@YourNHPA.org. Printed in the U.S.

Dan Tratensek

CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES

David Gowan

MEMBER SERVICES & TRAINING

800-772-4424, NHPA@YourNHPA.org

DIRECTOR OF MEMBER SERVICES & EVENTS

Katie McHone-Jones, kmchone-jones@YourNHPA.org

TRAINING MANAGER & EDITOR

Jesse Carleton, jcarleton@YourNHPA.org

RETAIL ENGAGEMENT SPECIALIST

Renee Changnon, rchangnon@YourNHPA.org

DATA & INFORMATION COORDINATOR

Natalie Harris

EXECUTIVE DIRECTOR, PAINT & DECORATING PROGRAMS

LeAnn Day, lday@YourNHPA.org

EXECUTIVE DIRECTOR, ADVANCED RETAIL EDUCATION PROGRAMS

Scott Wright, swright@YourNHPA.org

Staying in Contact

Contactless commerce has emerged as a permanent way of serving home improvement customers safely and efficiently. Learn how Chad Ayers, owner of Allendale True Value, bolstered his contactless commerce offerings with e-commerce solutions.

Welcome Back

The NHPA All-Industry Conference is live in Las Vegas on Oct. 21-23 with a power-packed lineup of speakers. Preview the list of educational and networking events and see what’s new on the floor at the National Hardware Show.

Making Hardware Sing

Joelton Hardware, Feed & Farmacy in Joelton, Tennessee, is an eclectic business, selling products that range from guitar strings and plumbing parts to locally raised eggs and tomatoes. But the store’s biggest attractions are its restaurant and nightly live music shows.

Shining Specialty

Taking its electrical department beyond the basics of wires and tools, Rollier’s Hardware offers customers light fixtures, lamps and other niche products. Learn best practices for selling these specialty products in your own store.

ONLINE Stay Informed

Check out these stories and more. Head over to hardwareretailing.com/october to see more.

OPERATIONS

Making Contact

As COVID-19 disrupted retail, contactless commerce emerged as a safe alternative to in-store shopping. On Page 28, read how Chad Ayers, owner of Allendale True Value, refined his contactless offerings and head online to learn more about the new pillar of retail.

Contactless Technology

Watch a video from Epicor to learn how you can use new technology to improve your contactless commerce potential.

5 Tips to Better Service

Use this guild to learn how you can streamline contactless commerce at your business to connect customers with products more easily and efficiently.

HardwareRetailing

HardwareRetail

Find More Stories Online

CATEGORY

Harnessing the Web

Discover how brothers Brett and Derek Satterfield found success online while still providing excellent in-store customer service.

MERCHANDISING

Electrical

Essentials

Discover five must-have tools your DIY customers need to complete electrical jobs safely and efficiently.

MARKETING

Fire

Safety Starts at Home

Promote fire safety and boost sales during National Fire Prevention Week from Oct. 3-9 by sharing these fire safety tips with your customers.

OPERATIONS

Making Contact

When COVID-19 disrupted retail, contactless commerce emerged as a safe alternative. Learn how you can deliver a comprehensive customer experience.

In 2020, e-commerce shopping frequency grew as much as it had in the past decade.

Source: McKinsey & Co.

OPERATIONS

Repair and Restore

Offering lamp repair services fulfills a need and adds another layer of customer service to your store. Learn best practices for success with this niche service.

Insect screen now featuring

WATER SHED TECHNOLOGY™

SCREEN WITH WATER SHED TECHNOLOGY™

SCREEN WITHOUT WATER SHED TECHNOLOGY™

Water Shed Technology gives UltraVue2 a clear view for the life of the product by repelling water and resisting dirt and grime, making them much less likely to accumulate on the screen.

•Durable, hydrophobic coating will not wash off

•Sheds water and debris during rainstorm or with hose sprayer

•Preserves viewing clarity for more brilliant outward views

•Remains cleaner longer and increases life expectancy of the screening

Rain or shine, enjoy clear views and cleaner screens.

Ask for UltraVue2 insect screen. Visit us online at phifer.com

EDITORIALLY SPEAKING

Send Melanie a Message mmoul@YourNHPA.org

Melanie Moul

YourNHPA.org/es-pod

“Although the hardware channel has been insulated from online competition...the next generations of shoppers need options.”

Service With a Swipe Up

I HAVE A DISTINCT MEMORY from about 20 years ago when my mom entered a new era: paying online with her credit card. She cautiously got her card out of her wallet and, with a shaky hand, passed it over to my stepsister who was thrilled with the power.

I didn’t really understand what the big deal was. You’re just paying a merchant for a product or service, the same way you would if you were to go into a store and pass the card to the cashier. But my mom saw it differently. There was no human behind the processor. She couldn’t see the transaction happen in front of her, and she didn’t really know who would have access to the data that was linked to her bank account.

To this day, my mom prefers to let me or my siblings manage her Amazon orders and she likes to go into stores to shop. While her affinity for brick-and-mortar is likely because that’s the only way she could shop for the majority of her life, my generation and those that come after have grown up in a different world. I do still prefer going into stores to shop (like mother, like daughter, I guess). I like being able to see and feel something—whether it’s clothes, home decor or hardware—so I can assess the quality before I buy something. But I also take advantage of contactless commerce options when they are available.

I’m much more likely to go into a store that has a shoppable website or app so I can know what’s available when I get there. I always look at the “sneak peek” ad on my grocery store’s app a few days before the sales go live so I can plan my Sunday trip ahead of time. I’ve also been known to use Target’s buy online, pickup in store service. And you know what? Whenever I’ve used it, I’ve still walked through the store to buy more items.

The truth is, while many of your customers may still prefer the in-store experience, and although the hardware channel has been insulated from online competition because it is such a tactile, service-oriented industry, the next generations of shoppers need options. They want to see your product mix before they come shop in person. They want to know your employees are experts before they ask them a question. And they want a variety of ways to buy and receive their purchases.

This month’s cover story, starting on Page 28, highlights how the team at Allendale True Value invested in a comprehensive e-commerce strategy after they realized how strong the demand was in their community during the pandemic. Learn how owner Chad Ayers made the shift while not losing the commitment to service his business is known for and see the return it’s brought to his operation.

Melanie Moul Managing Editor

You need saws that don’t just get the job done, but get it done faster and safer. New Fiskars Pro saws were designed by pros for pros to eliminate frustrations and add efficiency, with innovative technologies and real ergonomics. In short, they’re saws that work for you.

Learn more at fiskarspro.com

TAKING CARE OF BUSINESS

Send Dan a Message

dant@YourNHPA.org

Dan Tratensek

YourNHPA.org/tcb-pod

“We have the chance to share our experiences, explore products, listen to speakers and focus on the future.”

One Step Closer to Normal

THOSE OF US WHO ARE OLD ENOUGH to remember FM radio can likely recall the words to the Joni Mitchell hit “Big Yellow Taxi” (or yes, even the Counting Crows version). There’s that line, “Don’t it always seem to go that you don’t know what you’ve got ‘til it’s gone?”

A catchy tune for sure, but there is so much truth in those words.

For the past quarter-century, I have attended the National Hardware Show every year. For about the first 10 to 12 years, the arrival of the show marked the end of summer and a trip to Chicago. More recently, the show came to represent the midway point in the year and another trip to Las Vegas.

I will admit that there were plenty of times that I couldn’t have imagined I might actually miss being at the show. Then, last year, we didn’t have one.

So, in the spirit of “Big Yellow Taxi,” I want to share why I think it’s so meaningful that the National Hardware Show is back and why it’s an industry milestone.

The National Hardware Show represents the one event each year where manufacturers, retailers and distributors—the whole industry—are all together. Having this neutral ground is a fantastic resource, especially now, when we are all trying to figure out what happened over the last 18 months and what lies ahead.

Right now, more than ever, it’s important to share ideas and experiences. I can’t tell you how many times I have heard members of our industry on video calls say, “I can’t wait until things are back to normal and we can get together again face to face.” The truth is, “normal” might be very different now than it was 18 months ago, and if we are all waiting until our daily lives return to the way they were pre-COVID, we might not be able to move forward.

So for me, the return of the National Hardware Show not only represents a milestone in our industry’s path back to normal, but also a great opportunity to embrace what lies ahead. In just a few weeks, we have the chance to share our experiences, explore products, listen to speakers and focus on the future. Let’s take advantage of this opportunity.

The National Hardware Show, together with the NHPA All-Industry Conference, will take place Oct. 21-23 in Las Vegas. And yes, the show might look a little different this year (just like when we got to go back to baseball games or dine in restaurants). But the important thing is that, after nearly 18 months without an all-industry event, our show is back and we need to support it.

Turn to Page 36 and then visit YourNHPA.org/conference to get all the details about this year’s event.

Dan M. Tratensek Chief Operations Officer & Publisher

GEARED TOWARD THE INDEPENDENT RETAILER

With each section working together, the PRO Hardware and Farm Mart programs drive the success of independent retailers with marketing, advertising and merchandising tools designed to meet the needs of their business. From print advertising and mobile resources to merchandising tools and social media content, PRO Hardware and Farm Mart retailers are free to utilize the parts of the program that work within their community, all while enjoying the backing of a national brand.

PRO Hardware and Farm Mart retailers also have access to a national network of hardware, farm, and lawn and garden distributors, and a dedicated merchandising and marketing team that ensures the programs are geared toward the true independent retailers around the country.

Learn more about the PRO Hardware program by contacting Katie Westervelt, Advertising & Communications Manager, at 303.792.3000 or katie.westervelt@pro-group.com

2021 Cost of Doing Buisness Study

Visit YourNHPA.org/codb to purchase a copy of the 2021 Cost of Doing Business Study and see how your operation compares to your peers.

Tools For Your Business

2021 COST OF DOING BUSINESS STUDY NOW AVAILABLE

FOR MORE THAN A CENTURY,

the North American Hardware and Paint Association (NHPA) has collected information from independent home improvement retailers for the Cost of Doing Business Study. Each year, this financial benchmarking tool helps retailers understand how their businesses compare financially to high-profit and typical operations so they can make informed decisions and strategize for their financial future and success.

This year, 1,115 independent home improvement stores participated in the study—a 6.1 percent increase from the prior year. The data is segmented for hardware stores, home centers, LBM outlets and paint and decorating outlets. In each segment, data is presented for a typical store, high-profit store, single-unit and multiple-unit companies and for sales volume categories. Also included is a five-year historical trend for typical stores in each segment except paint.

The complete 2021 Cost of Doing Business Study is now available to purchase. Retailers who participated in the study will receive an electronic version with a personalized financial analysis.

“From a business perspective, record sales led to record profits during the pandemic, but the data also revealed how much supply chain issues affected inventory and how much more effort owners and employees put in to achieve those results.”

David Gowan, NHPA chief financial officer and executive vice president of business services

Are You Ready to Get Started With the NHPA Retail Marketplace?

Visit YourNHPA.org/marketplace to connect with buyers and sellers of independent home improvement stores.

“While I've had a number of sellers reach out and inquire about the Retail Marketplace, the surprising response has been from the number of buyers who have contacted me. All of them are excited to see the opportunities that will become available in one place. The response from the buying community demonstrates that if a retailer is considering selling their store, now is the time and the NHPA Retail Marketplace is a good place to start.”

David Gowan, NHPA chief financial officer and executive vice

president of business services

ASSOCIATION

NHPA All-lndustry Conference

Register for the NHPA All-Industry Conference at YourNHPA.org/conference

CONFERENCE

Connect With Us

Follow NHPA social media accounts to stay updated on conference details.

DO YOU LIKE STAYING in the know?

Follow NHPA on social media for the latest announcements and information related to the NHPA All-Industry Conference, held in Las Vegas on Oct. 21-23.

Ahead of the conference, we’ll share the latest updates, including speaker and panel announcements. And during the conference, we will post announcements along with live coverage of the conference and National Hardware Show.

Read more about the conference in the preview story on Page 36, and follow us on social media.

NHPA NEWS

TRAINING

EDUCATION

Explore Our Education Platform

Visit YourNHPA.org/academy for more information on NHPA’s educational offerings.

A Primer on Paint Sales

Visit YourNHPA.org/membership to learn more about Premier Membership training courses.

IN SEPTEMBER , NHPA launched a new training program designed to give employees the basic skills they need to be successful in the paint and decorating category. For many retailers, paint is often a top category, drawing both DIY and contractor customers. The new online course, Basic Paint Sales, teaches employees fundamental sales skills and category knowledge.

NHPA developed the program in conjunction with JC Licht, a multi-store paint and decorating operation in the Greater Chicago area.

“We would like to thank JC Licht for generously sharing their experience of running a successful paint and decorating business to help us create this course,” says NHPA training manager and editor

Jesse Carleton. “Retailers now have a resource for developing strong selling skills in their employees who are focused on paint sales.”

After completing the Basic Paint Sales course, employees who wish to continue on to more advanced knowledge can take NHPA’s advanced courses in paint: Coatings Specialist and Paint Customer Service Specialist. These courses provide more in-depth knowledge into paint-specific products and selling skills.

Basic Paint Sales, Coatings Specialist and Paint Customer Service Specialist are all available to NHPA Premier Members. To learn more about how to become a Premier Member, visit YourNHPA.org/membership.

Course Content

Basic Paint Sales addresses basic retail topics for new employees. Here are the modules and topics addressed in the course:

Selling Color.

Learn how to help a customer choose a color in the store, how to take an order for tinted paint and how to match color.

Selling Skills.

Understand the sales process, starting with relationship building, identifying a customer’s needs and helping them find the right product.

Home Fashions and Services.

This module covers basic best practices for how to sell some of the common services often connected to a paint and decorating category.

Store Safety.

Learn safety practices, including dealing with hazardous materials, emergency preparedness and facilities maintenance.

Merchandising and Maintenance.

In this module, learn how to maintain effective merchandising and all about common displays and promotional merchandising.

September Webinar

View NHPA’s library of upcoming and past webinars at YourNHPA.org/webinars

COVID-19 PUSHED every independent operator to reassess how technology could strengthen and streamline their operations. From curbside pickup to further investing in e-commerce, retailers found new ways to use retail innovation to reach customers. In this webinar on contactless commerce, sponsored by Epicor, learn what the future looks like for retail technology and how your business can use tech to take new steps forward.

The TOTER Pro line-up is ready for duty. Made by a roto-molding process that eliminates weak spots that are evident in injection molded carts, our cans are build for extreme situations and extended service, indoors or outdoors. With useful features like thicker drag strips, robust handles, rugged rims and venting channels, not to mention a variety of shapes, sizes, and colors to choose from, Toter Pro is the smart, tough, and dependable choice.

toter.com/professional

TRENDS

INDUSTRY NEWS

Home Essentials

Get a look at the latest home decor trends to guide your merchandising decisions at hardwareretailing.com/home-trends

RESEARCH

PROJECT PERFECT

DISCOVER THE MOST POPULAR DIY PROJECTS THIS QUARTER

UNDERSTANDING WHICH PROJECTS are growing in popularity helps you strategize for success. The Home Improvement Research Institute (HIRI)’s Q3 Consumer Project Planning study can help guide your merchandising and marketing to boost sales through the rest of the year.

ENJOYING THE OUTDOORS

Some of the most popular areas to renovate for DIYers are decks, porches, patios, sun rooms and fencing in the third quarter. Be sure you’re merchandising a complete array of stains and sundries to complete these sales.

PLANNING ON GREATNESS

More than 7 out of 10 homeowners are planning a home improvement project in the next three months

BE MY GUEST

Another popular project area for DIYers this quarter is renovating guest baths. Be sure to merchandise housewares, the latest trending paint colors and cleaning products to help your customers complete these projects seamlessly.

THE AGE FACTOR

AGE 18-29

Source: HIRI | hiri.org AGE 30-39

AGE 55+

More than 78 percent are planning a project

More than 81 percent are planning a project 63 percent are planning a project

a choice of style

No matter what type of outdoor structure your customers are building, Simpson Strong-Tie ® Outdoor Accents decorative hardware provides both design elegance and structural strength. Our Mission and Avant collections offer a choice of styles, from ornate and traditional to clean and simple. Both feature an innovative hex-head washer and fastener combo with the look of a bolted connection that installs as easily as driving a screw. And whichever collection your customers choose, all Outdoor Accents connectors and fasteners are rigorously tested for strength and performance — for a safe, beautiful structure that lasts.

To see all of our Outdoor Accents decorative hardware and choose the style that’s right for your customers, visit go.strongtie.com/outdooraccents or call (800) 999-5099.

INDUSTRY EVENTS

Discover more Products

For more information about the show and how you can find new opportunities to differentiate your business for the coming year, visit nationalhardwareshow.com

HOT PRODUCT PREVIEW

Product Spotlight

MORE PRODUCTS TO BOOST YOUR END-OF-YEAR INVENTORY

Despite the ongoing challenges of the last 18 months, manufacturers have forged ahead working on new innovations. Consumers and retailers alike have adapted to changing market conditions and new ways to shop and find the products they need. As winter approaches, now is the time to plan for the buying season.

Hardware Retailing’s Hot Product Preview brings some of the latest product updates to independent retailers. On the following pages, see the latest

offerings from trusted manufacturers across the channel who have supported this publication through advertising. From hardline categories to outdoor living and entertaining, these products can give your operation the boost it needs to make this uncertain season the best it can be for your business. This is just the beginning of product research opportunities this fall. See many of these manufacturers and more at the National Hardware Show Oct. 21-23 in Las Vegas.

Roof Coating and Sealant

Maximum-Stretch® is a white, elastomeric, acrylic and rubberized roof coating and sealant with 650 percent elongation to resist cracking and peeling. With 88 percent light reflectivity, the bright white finish reduces surface temperatures resulting in lowered cooling costs. It is easy to apply with a brush, roller or sprayer. Maximum-Stretch is low VOC, low odor, eco-friendly and made in the U.S.

AMES RESEARCH amesresearch.com

Sponge Brush

With the American Sponge Brush you can tackle every dish, pot, pan and utensil in your kitchen sink with ease. The red sponge absorbs dish soap, the white brush pulverizes tough spots and the blue pad rubs everything clean. The American Sponge Brush features Tuck and Scrub, an opening between the brush and sponge body designed to clean your utensils. It is patent pending and made in the U.S.

BRUSHTECH INC. brushtechbrushes.com or info@brushtechbrushes.com

Weed Killer

Sedge Stop Nutsedge Weed Killer offers exceptional season-long control of sedges and kyllingas. Powered by Vexis®, a new proprietary active ingredient from PBI-Gordon, Sedge Stop also controls select broadleaf weeds and can be used on listed warm- and cool-season turfgrass species. The granular formulation reduces the potential for drift, and the innovative shaker allows for easy application. 2 pounds covers up to 500 square feet.

GORDON’S USA gordonsusa.com

Decorative Hardware

No matter what type of outdoor structure your customers are building, Simpson Strong-Tie® Outdoor Accents decorative hardware provides both design elegance and structural strength. The Mission and Avant collections offer a choice of styles, from ornate and traditional to clean and simple. Both feature an innovative hex-head washer and fastener combo with the look of a bolted connection that installs as easily as driving a screw. Whichever collection your customers choose, all Outdoor Accents connectors and fasteners are rigorously tested for strength and performance for a safe, beautiful structure that lasts.

SIMPSON STRONG-TIE strongtie.com or 800-999-5099

Premium Duct Tape

INTERTAPE POLYMER GROUP itape.com

Iron Grip Ultra-Tough Duct Tape now features new and improved strength and adhesion for a variety of heavy-duty applications and wide ranging temperature conditions.

Concr A o

Concrete Screw Anchors

Power Pr ce rw ho o pproved for fastening on so n gineered thread d ed ds id-crossband threads f sa a al provides stability a vy de micro-nibs cut a counters ow an ya ea tip for fast selfdrilling into wood base materials. The exterior coating provides protection against corrosion. They are available in 3⁄16-inch, ¼-inch and 5⁄16-inch diameters for complete project coverage.

Power Pro Concrete Screw Anchors are code-approved for into concrete and masonry. A newly engineered thread design pairs wide serrated threads and mid-crossband threads for a fast and clean install. Pro-Stik Bit™ and increased productivity. Underhead micro-nibs cut a countersink into wood and they are threaded to

HILLMAN GROUP hillmangroup.com

PRODUCTS

Retailer Recommendations

Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and reasons why you love them.

Wet/Dry Vac

The Vacmaster Professional Beast Series™ is a powerful line of high-performance vacs designed to tackle the toughest projects at the job site, around the shop and in the garage. Each unit comes with all the attachments needed to get the job done—and when you’re finished, all the parts can fit right onto the vac for easy storage.

CLEVA NORTH AMERICA vacmaster.com

Landscaping Pick

The Fiskars® Pro IsoCore® 1.5 lb. Pick lets you take on the toughest surfaces while also helping to reduce muscle fatigue and joint pain. The patented IsoCore® Shock Control System absorbs strike shock and vibration by two times. An inseparable riveted head features a pick and mattock end for use as a hoe and will not slide down or snap off. A performance handle design fits your hand securely and comfortably with strategic texturing that helps improve grip while reducing blisters. The 14-inch handle length is ideal for detailed landscape or small space excavation.

FISKARS

fiskars.com/en-us

Insert and Power Bits

Mayhew Tools introduces new made in the U.S. insert and power bit product lines. Each line offers hundreds of bits designed to accommodate a wide variety of fastener styles and sizes. Each of the bits are comprised of S2 tool steel and heat treated for enhanced strength and durability, while their precision tip profile provides precise fastener engagement. Individual packages and various POP displays available for easy selling and merchandising.

MAYHEW TOOLS mayhew.com

Business Management System

Paladin’s business management system is trusted by independent retailers nationwide. For over 40 years, it has been helping retail businesses run more efficiently. Paladin simplifies retail by automating ordering, tracking inventory and reporting sales quickly and accurately. It fully integrates with top specialty software to manage all aspects of your business. The mobile applications and remote capabilities simplify transactions and deliveries and let you serve customers wherever they are. Paladin is easy to implement, use and teach. It comes with 100 percent U.S.-based support, automatic updates and no hidden fees. Paladin choosepaladin.com

PRODUCTS

To stay informed about new innovations and trends, subscribe to the twice monthly Hot Products newsletter at hardwareretailing.com/subscribe

Insect Screen

Phifer’s UltraVue2 Insect screen now features Water Shed Technology™. Water Shed Technology gives UltraVue2 a clear view for the life of the product by repelling water and resisting dirt and grime, making them much less likely to accumulate on the screen. Made with a durable hydrophobic coating, UltraVue2 sheds water and debris during rain storms or can simply be washed with a hose sprayer. This feature not only preserves viewing clarity, but also helps it remain cleaner longer and increases the life expectancy of the screen.

Phifer phifer.com/product/ultravue

•

Construction Fastener Program

BuildRight is backed by over a decade of sales, created for those working on a budget that demand quality. BuildRight offers a large selection of sizes, quantities and screw types: drywall screws, framing screws, deck screws, pole barn screws, gutter screws and more. Good quality at entry-level price points makes BuildRight a top seller.

MIDWEST FASTENER constructionscrews.com

Spider Traps

RESCUE! Spider Traps come in a decorative hard plastic shell to capture spiders and escape notice. They have a low profile and sleek design that easily tucks under furniture and other small spaces. Glue coats the top and bottom for two traps in one. Fill one side, then flip it over to use again. Spiders prefer dark cozy spaces like the RESCUE! Spider Trap, and you will prefer the dark color that hides the body count. No unsightly paper triangles, no paws stuck on the glue, no mess and no assembly. RESCUE! Spider Traps are made in the U.S.

Raised Bed Planters

Whether you’re in the country or the city, let Tarter help you show off your green thumb with our raised bed planters. Perfect for edibles and ornamentals, these planters produce twice the amount per square foot than traditional gardens. And with Tarter’s raised bed planters, you can often plant earlier and harvest later to extend the growing season. Create an instant garden anywhere—just add soil and seeds and you’re good to grow.

Tarter USA tarterusa.com or 800-414-2837

HOW IPG STACKS UP

“Mr. Reliable”

Instan Leathe

Instant Fabric and Leather Adhesive

Mender Instant Fabric & Adhesive permanently repairs tears or holes in any porous fabric little as three minutes. This adhesive essentially eliminates the need for a needle and thread. are durable and washable. Don’t throw away torn clothing or accessories, mend them. Available in 2-ounce 2-ounce

Tear Mend Leather

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Making Contact

Discover how contactless commerce benefited Allendale True Value at YourNHPA.org/webinars

Don’t Lose touch

Contactless Commerce Brings New Opportunities

BY TODD TABER

Even before COVID-19 disrupted retail, customers were increasingly shifting to e-commerce solutions and exploring how contactless commerce could add convenience and value to their lives. Now a year and a half after the pandemic first altered retail operations across verticals, contactless commerce is becoming an important pillar of home improvement retailers’ businesses.

According to Forbes, contactless payments have grown by 150 percent since March 2019, rising as the pandemic motivated many shoppers to seek safe shopping alternatives. Nearly 85 percent of home improvement retailers surveyed by the North American Hardware and Paint Association say they implemented curbside pickup, a key component of contactless commerce, at their businesses in the past year.

Chad Ayers, owner of Allendale True Value, was one of those retailers. He knew shifting his operation’s status quo in light of the pandemic was not only profitable, but necessary to survive. Discover how he introduced contactless commerce to his operation and refined it with e-commerce solutions.

Plus, hear from Garrett Schwegler, program manager for software company Lucidworks, on how retailers can stay connected with customers, even as contactless commerce becomes more prominent across retail sectors.

Even if your operation isn’t on the forefront of technology, understanding the principles of contactless commerce and how they can differentiate your business from competitors is key to modern retail.

MAKING CONTACT

The team from Allendale True Value pivoted to contactless commerce during the COVID-19 pandemic and refined their offerings with e-commerce innovation.

NEW FRONTIER

“The new platform is a complete

game-changer.”

—Chad Ayers, Allendale True Value

E-Commerce Innovation

Chad Ayers, owner of Allendale True Value in Michigan, says one of his favorite aspects of being an independent home improvement retailer is the ability to grow and mentor his team. He oversees roughly 50 employees at his business, and like other retailers during COVID-19, he learned to adapt to meet the needs of his team and his customers seamlessly.

“COVID-19 has been tough on everyone,” Ayers says. “We got through 2020, and at the start of this year, we told the team that it took every ounce of every person’s effort to get here. I like to say that if we could get through COVID-19, we can get through anything.”

In addition to his team’s flexibility and ingenuity, Ayers says one of the key ways his operation persevered through the pandemic was through embracing contactless commerce, particularly with timely investments in e-commerce.

Like other retailers, Ayers knew e-commerce would be an important component for his business, and he started exploring its possibilities roughly five years ago. But he says those initial forays were clunky, time-consuming and ultimately didn’t fit his vision for e-commerce integration. As COVID-19’s enormous impact on retail operations grew clear, Ayers knew it was time to revisit e-commerce, refine it for his business and reintegrate it into the operation’s overall contactless commerce offering.

Making the Jump

As COVID-19 began spreading throughout the U.S., Ayers and his team quickly pivoted to meet new demands from customers, establishing a curbside order fulfilment process and instituting buy online, pickup in store (BOPIS) options. The company had a new e-commerce platform offered through True Value in the early days of the pandemic, and while Ayers says it met the need, he and his team still wished to refine the service.

The initial e-commerce platform fulfilled early needs, but only featured True Value products, which Ayers says account for roughly 60 percent of his overall inventory. Compounding matters was a lag in inventory updates. Available inventory was only updated once a day, meaning customers could log on

and erroneously see a product was in stock, when in fact it was depleted.

“That was especially hard for popular items early in the pandemic, like masks, gloves and cleaning products,” Ayers says.

The remainder of 2020 reinforced to Ayers and his team that e-commerce would need to be a reliable pillar of their business moving forward. He and his team again worked with True Value and launched an updated e-commerce platform earlier this year, featuring not only the suite of True Value products he carries, but also specialorder items from True Value’s warehouses and products from other suppliers.

“The new platform is a complete game-changer,” Ayers says. “We have full control over how we set up the website: product placement, headers, the home page and multiple custom pages.”

5 Ways to Bring Contactless Commerce to Your Business

Even if you don’t integrate the latest technological advances to your business, there are still many ways to implement contactless commerce easilt and offer a new method of shopping to consumers. Review the five tips listed here and be sure to contact your POS provider or wholesale partner to find out how you can get started.

3 | Make it mobile.

Exploring how your POS tech partner can add mobile payment options can allow your staff to complete any transaction safely, be it in the parking lot, your outdoor area or right in front of your entryway.

Offering buy online, pickup in store delivery options can be a great way to attract new customers and safeguard your existing base. By placing orders online or by phone, customers can then enter your store and retrieve their items quickly, limiting contact while securing a sale.

2 | Investigate e-commerce.

Talk to your wholesaler about your e-commerce options. Many current platforms allow orders to be completed within your store, helping you grow your transaction count while serving customers remotely.

4 | Deliver possibilities.

Adding local delivery to your services could be a crucial step in securing extra sales and bolstering your contactless commerce offering. Pro customers in particular will appreciate the added convenience.

5 | Share it near and far.

Don’t forget to advertise your contactless commerce offerings on social media and in traditional advertising. Highlighting your operation’s adaptability will attract customers who prioritize safety amid the pandemic.

Technology Creates New Connections

In his role as program manager for Lucidworks, which offers a suite of e-commerce solutions for retailers, Garrett Schwegler sees firsthand how technology can enhance connections to customers, even if transactions grow increasingly contactless. Get three insights into how technology can help you grow closer to customers, even if transactions are contactless.

1. You don’t have to be a data scientist to use technology.

“Many of our customers wondered how they could access AI methods that don’t require them to be highly specialized,” Schwegler says. “They don’t have data scientists on staff or deep pockets to invest in something extreme, but tech providers offered different solutions that democratized artificial intelligence and got it in the hands of retailers across verticals.”

2. Technology gives you valuable insights.

One key example is analyzing what your customers are searching for. Reviewing those trends can help you refine your in-store inventory.

“For example, if a customer goes online and searches for a ‘patio lounger,’ but your business stocks that item as ‘outdoor chaise,’ your customer gets no results and can frustrate customers. But with technology, retailers can understand a shopper’s intent and deliver matching products, which pleases the customer and ultimately results in higher sales,” he says.

3. Chatbots can free up your associates to work on what matters most. By installing a chatbot on your website, you can use that technology to answer common customer questions. Instead of having your staff field a dozen calls a day about your hours of operation, you can program chatbots to answer those questions immediately and accurately.

Visit hardwareretailing.com/contactless-tech for more insights from Schwegler.

“I’m also interested in creating efficiencies. Anywhere I can grow efficiencies for the team, I jump at those opportunities”

—Chad Ayers, Allendale True Value

He says the software behind the e-commerce solution, which is exclusive to True Value retailers, is intuitive, allowing nearly all his staff the opportunity to edit it. But Ayers sees the long-term potential of e-commerce as a new arena for his business.

Earlier this summer, he promoted someone into a new role for his business: e-commerce sales manager. That role will oversee e-commerce sales not only on the company’s website, but also on other online marketplaces, including eBay and Facebook.

“We want to see if we can compete in this space in the big picture, so it warrants investing in someone to help us get it off the ground,” Ayers says.

A Timely Decision

A pivot to refining e-commerce was resoundingly timely. Ayers says one of the clearest lessons he’s learned since the pandemic began was that product availability trumps every other factor in customers’ purchase decisions. For example, one of the company’s online bestsellers is Adirondack chairs, a product Ayers and his team stocked up on in the early days of the pandemic and have promoted online. That move added visibility to the company’s sales platform, garnering new sales to customers far and wide.

“E-commerce is giving us eyeballs on inventory,” Ayers says. “From 2018 to 2019, our total transaction counts were within seven transactions of one another. In 2020, we were up 12,000 transactions. E-commerce has been a major difference.”

Even as transaction rates have stabilized throughout 2021, Ayers says e-commerce is still pulling its weight; sales are above 2020 levels, even with lower transaction counts than in 2020, indicating those online shopping carts are higher than ever, bringing sales—and new opportunity—to Allendale True Value.

Ayers says one of the main challenges of managing a robust e-commerce offering is ensuring inventory is accurate. Lagged updates online can cause on-the-ground frustrations for customers and staff alike.

“Because it’s live, it can be scary,” he says. “Your inventory has to be accurate; when it’s off, it creates a lot of inefficiencies. Customers are looking for items you don’t have and that leads to frustrations.”

Before launching the newest version of his e-commerce platform, Ayers and his team committed to doing a physical inventory of the entire store, helping solidify inventory levels before wading into the digital frontier.

What the Future Holds

E-commerce success is also affording Allendale True Value brick-and-mortar opportunities. Ayers and his team recently completed a 10,000-square foot expansion of the business, allowing the operation to grow into new categories and invest even deeper in existing offerings.

The new expansion will predominantly feature appliances, helping the business grow sales in a lucrative category.

Ayers says e-commerce wins have also encouraged his team to search for new ways technology can strengthen the business. Now, employees are equipped with two monitors at point of sale locations, helping them run transactions on one screen while searching inventory and finding other pertinent information for customers on the other.

“I’m very supportive of tech,” Ayers says. “I’m also interested in creating efficiencies. Anywhere I can grow efficiencies for the team, I jump at those opportunities.”

Allendale True Value employees used new technology to serve customers safely and efficiently during the pandemic and have continued to do so.

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NATIONAL HARDWARE SHOW Industry Partnerships

The NHPA All-Industry Conference is held in conjunction with the National Hardware Show, giving retailers a comprehensive experience. Learn more and register at nationalhardwareshow.com

Working Together to Change the Industry

Join Us at the NHPA All-Industry Conference Oct. 21-23 in Las Vegas

From navigating supply chain challenges and managing employee safety and morale to celebrating record sales and adapting to new consumer demands, you’ve persevered through extraordinary times. The challenges and successes independent home improvement retailers have seen over the last 18 months require innovative strategies from throughout the channel. It’s been nearly two years since the industry as a whole has had an opportunity to come together.

That chance returns Oct. 21-23 in Las Vegas with the NHPA All-Industry Conference held in conjunction with the National Hardware Show (NHS). This year’s

conference—featuring the theme “Navigating a Changing Industry”—is made for cultivating conversations with all industry partners, from retailers and wholesale representatives to manufacturers and vendors.

This event is key to getting a fresh start on product research, networking with your peers and discovering new opportunities to continue growing your operation in 2022.

On the following pages, see the lineup of speakers who will take the stage at the NHPA All-Industry Conference and gain insights into what the National Hardware Show offers the independent channel. Learn more about both events at YourNHPA.org/conference

This

year’s conference—featuring

the theme “Navigating a Changing Industry”— is made for cultivating conversations with all industry partners.

See what’s happening at the National Hardware Show, with new products and experiences. Take this opportunity to reconnect with vendors and peers.

Inside the Show

See a show floor diagram at nationalhardwareshow.com

From leadership and sustainability to the latest industry data and trends, don’t miss out on speakers and panel presentations that will inspire and empower.

See the full presentation schedule with keynote speakers and more on Page 48.

Guns Meet the 2021 NHPA Top Guns, three innnovative, high-achieving retailers who are strategically leading their operations and making investments in their teams.

& 44

Learn More About the Conference Speakers

Get to know two NHPA All-Industry Conference speakers a little better with insights from these Q&As. Plan to attend Josh’s and Grant’s presentations on Thursday, Oct. 21 and Friday, Oct. 22. 42

The NHPA All-Industry Conference is the only industry event that brings together independent retailers, regardless of affiliation, and combines education, networking and product discovery. Get the details for keynotes, presenters, panel discussions and award programs that are part of this year’s conference.

When you register for the National Hardware Show, you can come to the conference for free. Learn more at nationalhardwareshow. com/nhpa.

NHS Connects

Find everything you need in the year-round digital home of the National Hardware Show, NHS Connects. Head to nhsconnects.balluun.com to start connecting before you hit the show floor.

Connect & Discover National Hardware Show

The floor at the National Hardware Show is a place to explore new products, reconnect with vendors and your peers and to discover innovations that can improve your business. This year, alongside the core categories that are integral to any hardware operation, you’ll find new spaces to investigate. Whether you’re focused on enhancing your outdoor living offerings or your want to learn more about trends across all hardlines categories, the National Hardware Show is ready to deliver.

Get a preview of what’s new here and head to nationalhardwareshow.com for additional insights and to register to attend the industry’s most comprehensive trade show.

NHS BACKYARD

Attendees and exhibitors alike can make the most of the weather with a redesigned outdoor experience showcasing outdoor cooking and living. Hear from industry influencers on the NHS Backyard stage while sampling food from vendors and exploring the latest trends in this fast-growing and compelling category.

HABITAT is a new platform that aims to explore the new ideas and technologies that are impacting our definition of the home and how we live. Explore this space online and at the show, with inspiring content, groundbreaking product displays and actionable insights.

Keynotes & Featured Speakers

NHPA has worked to find speakers and panelists who will share actionable insights and industry ideas that you can take home to your business. See the conference schedule on Page 48 to make a plan to attend this year’s keynotes, presentations and retailer panels.

Alex Genov

Head of Customer Experience Research, Zappos

Alex applies his experimental social psychology background and his passion for research, design and innovation to solving important customer and business problems. His goal is to help teams create products and services that make people’s lives easier and more enjoyable.

Grant Farnsworth

President, The Farnsworth Group

Grant is president of The Farnsworth Group, a research organization that conducts customized research exclusively for the building products and home improvement industry.

Dave Rosenberg

Tactical Leadership Expert, Author

Dave is a veteran who flew the Navy’s first mission of Operation Desert Shield by accident. He operated multiple companies before starting Locked On Leadership, a consulting firm specializing in developing self-directed, high-performance teams.

Josh Prigge

Consultant, Sustridge Consulting

Josh is a sustainability consultant, professor, published author and public speaker with more than 11 years of experience managing sustainability programs and initiatives for large organizations.

Bill Darcy

CEO, National Kitchen and Bath Association

Bill joined the National Kitchen and Bath Association in 2006 as manager of marketing partnerships, and he quickly rose through the ranks to his current position as CEO. He has orchestrated many industry collaborations, including one with NAHB.

Rich Benninghoff

President and CEO, Malco Products

Rich has 22 years of business leadership experience with engineered products and solutions in the industrial and commercial markets. He has a degree from Dickinson College.

Cody Goeppner Director of Retail Operations Bleyhl Co-op

PODCAST

More From Farnsworth

Ahead of the NHPA All-Industry Conference, get insights from Grant Farnsworth on a recent episode of the “Taking Care of Business” podcast. Head to YourNHPA.org/tcb-pod and listen to Episode 36.

Grant Farnsworth INTRODUCING

INSIGHTS FROM AN NHPA ALL-INDUSTRY CONFERENCE SPEAKER

Conference speaker Grant Farnsworth is president of The Farnsworth Group, a research organization that conducts customized research exclusively for the building products, home improvement and lawn and ranch industries by providing strategic insights that help companies better understand their customer, product, brand and overall market. For over 15 years, Farnsworth has consulted on qualitative and quantitative research for a variety of manufacturers, retailers and associations, ranging from Fortune 100 firms to start-ups. He continues to gain industry knowledge through efforts with organizations like Harvard’s Joint Center for Housing and the Home Improvement Research Institute (HIRI).

PRESENTATION

The New Paradigm for Home Improvement

Speakers

Grant Farnsworth, The Farnsworth Group & Dan Tratensek, NHPA

This presentation will touch on all the pressing questions facing the home improvement industry in the wake of the last 18 months: How are retailers responding to changing consumer demands? How has the pandemic impacted pro buying habits? What do the next 18 months look like for the industry?

Q&A

What have you missed most about live events that you’re looking forward to experiencing again at the NHPA All-Industry Conference and National Hardware Show?

Seeing colleagues and feeling the energy of a show. The amount and type of attendees are a great visual representation of the activity in our industry. Also, seeing what companies are evolving and innovating through their product, brand and customer efforts.

What’s one thing retailers will take away from your presentation that can change the way they see their business?

The undeniable fact that customers are gaining control—and the sooner manufacturers and suppliers understand what they want, where they want it and how they want it—the more successful their organization will be.

What’s a misconception you often hear about trends in the home improvement industry?

That DIY is dead. It’s not true. Current home buyers may have been delayed entering the market, but DIY is alive and well.

What is something you know now that you wish you knew when you started your career?

There is always going to be a new competitor, there is always going to be something that threatens and there will always be something that challenges—but that should not cause a kneejerk reaction. A change in direction must be for a thorough and thought-out reason.

What’s a home improvement tip that you had to learn the hard way?

Be prepared to redo your work if you want it to be done right.

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LEARN MORE

Register for the Conference Online

Learn more about Josh and attend his presentation, “Top-Down Sustainability,” on Thursday, Oct. 21 at 1 p.m. at the NHPA All-Industry Conference. Visit YourNHPA.org/conference to learn more and register for the show.

Josh Prigge INTRODUCING

INSIGHTS FROM AN NHPA ALL-INDUSTRY CONFERENCE SPEAKER

Conference speaker Josh Prigge is a sustainability consultant, college professor, published author and public speaker with more than 11 years of experience managing sustainability programs and initiatives for large organizations. In 2017 and 2019, Josh was recognized as a top environmental leader in the business sector, receiving the Environmental Leader 50 award and Environment + Energy Leader 100 award.

PRESENTATION

Top-Down Sustainability

Speakers: Josh

Prigge, Sustridge Consulting

This presentation will show what companies can accomplish with sustainability and where to start. Discover how you can create a comprehensive approach that is built into your business strategy, from employee engagement to consumer buy-in. Learn why taking a sustainable approach is good for business and how it can deliver value for your operation.

Q&A

What have you missed most about live events that you’re looking forward to experiencing again at the NHPA All-Industry Conference and National Hardware Show?

As always, I am looking forward to meeting new people. It’s not easy to make personal connections over virtual meetings. I love meeting in person, grabbing coffee with people and learning about their work.

What’s a misconception you often hear about sustainability in the corporate or retail space?

That companies do not have the resources for it, or it will cost too much money to get started. Many sustainability initiatives around energy, water and waste reduction have such a quick financial payback in terms of reduced operating costs that it is a no-brainer for any CFO. And when you also consider the long-term paybacks of building customer loyalty,

attracting new customers, recruiting, retaining and engaging employees, driving innovation and mitigating risk, you realize your company can’t afford not to establish a sustainability program.

What gets you out of bed in the morning?

The fact that I get to work with so many companies, both large and small and in different industries, to help them identify and implement programs to reduce their impact on the environment and society. The work I do directly addresses some of the most pressing issues our planet has ever faced.

What’s one thing retailers will take away from your presentation that can change the way they see their business?

That sustainability is not just the right thing to do for people or the environment—but that it is the right thing to do to create long-term value for your business.

More From the Top Guns

Head to hardwareretailing.com/subscribe to be the first to get the full story from this year’s Top Guns in the November issue of Hardware Retailing

THE INDUSTRY’S

TOP GUNS

Mike Brackin

PRESIDENT

Homco Lumber & Hardware Flagstaff, Arizona

Having grown up in the industry, Mike Brackin knew he would work in the company his father started in the early 1970s. Over the last 45 years, his goal has been to show everyone who works for HomCo Lumber & Hardware that they are a crucial part of the operation’s success. With a strategic vision dedicated to customer service, integrity and innovation, the company has developed a key position in its market serving a variety of retail, industry and commercial customers.

Ian McNaughton

OWNER

Gravenhurst Home Hardware & Parry Sound Home Hardware Gravenhurst, Ontario, Canada

Following a career in corporate marketing, Ian McNaughton opened his first hardware store in 2011 and his second location in 2015. He is a champion of social media marketing and is well versed in both internal and external strategic communication planning. His operations have been recognized for their commitment to community engagement and service, receiving the 12th annual Paul Straus Public Relations Award from Home Hardware Stores Ltd. in 2013 and the Proud of My Home Award for Best Home Hardware Store Over 6,000 Sq. Ft. in 2020.

Greg Templeman

PRESIDENT

Sunpro Orem, Utah

A chance meeting at his daughter’s soccer game led Greg Templeman to an opportunity he couldn’t pass by. Sunpro is a family-owned and -operated business that started in Utah in 1938. It has since grown to 16 locations in Utah and Idaho and is the top lumber and building materials supplier in its trading area. Templeman says the company’s commitment to people—employees and customers alike—has helped it maintain and grow its reputation over the last 80 years.

21

Thursday CONNECTIONS & LEADERSHIP

9:00 A.M. - 9:45 A.M. PANEL

Young Retailer Insights: The Future of Retail

Moderator: Scott Wright, NHPA

Panelists: Robin Smith, Petersburg Hardware; Cody Goeppner, Bleyhl Co-op; Jonathan South, Teghtmeyer Ace

On this panel, hear from NHPA Young Retailer of the Year honorees who have led their operations through a demanding time. They will discuss how their businesses evolved over the last 18 months to better serve customer needs and how they see the pandemic impacting retail well into the future.

10:00 A.M. - 10:45 A.M. KEYNOTE

Locked on Leadership: The Secret to Self-Directed Teams

Speaker: Dave Rosenberg, Founder, Locked On Leadership

You dread looking for your next hire. You do your best to interview and select the best candidate for the position. Then you hope the person who showed up at the interview is the same one that shows up at work, only to be disappointed once again. You’re dealing with a complex employment market and you can’t seem to attract the talent you need or hold on to the talent you have, limiting your ability to grow and thrive. The good news is that it’s not you or them. It is the framework in which you and your team perform. In this presentation, access the right tools, gain laser focus and learn the proper rules of engagement to transform your team into a high-performance, self-directed team everyone wants to be part of.

11:00 A.M. - 11:45 A.M. PANEL

A Supplier’s Perspective

Moderator: Dan Tratensek, NHPA

Panelists: Les Burch, Sashco; Paul Green, True Value Co.; Geff Lynch, Lancaster

During this panel we will hear from industry-leading manufacturers and distributors who discuss how the channel has reacted to the stressors of the last 18 months and provide insights into where the supply chain might be headed as we move into 2022.

STAGE SPONSOR

Thanks to the continued support of National Hardware Show vendors and sponsors.

1:00 P.M. - 1:45 P.M. Top-Down Sustainability

Speaker: Josh Prigge, Sustridge Consulting

In this presentation, learn what companies can accomplish with sustainability policies and where to start. Discover how you can create a comprehensive approach that is built into your business strategy, from employee engagement to consumer buy-in. Learn why taking a sustainable approach is good for business and how it can deliver value for your operation.

2:00 P.M. - 2:45 P.M.

Look Good, Feel Good, Do Good: Taking Care of People & Business

Speaker: Rich Benninghoff, President and CEO, Malco Products, SBC

Encouraging creativity and collaboration, supporting wellness and giving back to the community are essential to creating a thriving work culture where employees feel motivated to contribute to a company’s growth and success because they are proud to work there. As a 100 percent employee-owned business, Malco Products’ core company values and business performance are driven by its greatest asset: its people. Benninghoff will discuss the company’s “Look Good, Feel Good, Do Good” campaign and how investing in the company’s interior workspaces and process equipment, external appearance and the local community helps improve employee morale and performance, while encouraging them to take pride in their work and workplace.

22

Friday STRATEGY & TRENDS

9:00 A.M. - 9:45 A.M.

The New Paradigm for Home Improvement

Speakers: Dan Tratensek, NHPA and Grant Farnsworth, The Farnsworth Group

In this presentation, learn how pros’ buying habits changed during the pandemic and how this information can help you make strategic decisions for your business. This presentation will touch on the pressing questions facing the home improvement industry today. How are retailers responding to changing consumer demands? How has the pandemic impacted pro buying habits? What do the next 18 months look like for the industry?

10:00 A.M. - 10:45 A.M. KEYNOTE

The New Normal for Kitchen and Bath

Speaker: Bill Darcy, CEO, National Kitchen and Bath Association

The pandemic has sped up the rate of change to almost lighting speed. Companies are now three times more likely to conduct 80 percent of their business digitally. And consumers? They want to change their homes to accommodate the new “normal,” with kitchen and bath being the top two choices for home improvements. In this presentation, Darcy will discuss these shifts and how they will dramatically impact the kitchen and bath industry— and your business—over the next several years.

11:00 A.M. - 11:45 A.M. AWARDS

Moderator: Melanie Moul, NHPA

Panelists: Mike Brackin, HomCo Lumber & Hardware; Ian McNaughton, Gravenhurst Home Hardware; Greg Templeman, Sunpro

The NHPA Top Gun Awards recognize retailers who are pillars of innovation, commitment and passion for the independent home improvement channel. The retailers honored in this program have helped grow their operations through strategic leadership with consideration for their communities and their teams. Learn how these retailers plan for continued growth and are paving the way for future leaders.

2:00 P.M. - 2:45 P.M. KEYNOTE

Focus on the Customer and the Employees as a Person

Speaker: Alex Genov, Head of Customer Experience Research, Zappos

This presentation will introduce a new way of thinking about how companies approach understanding their customers. This mindset is applicable to companies of any size—from startups to established corporations. Per Genov, once we realize that consumers are real people with real behaviors, emotions, motivations and goals, we will recognize that customer research has to have a common business objective and a coordinated set of methods across the organization. Using highlights from a Zappos case study, attendees will take away strategies to understand the person, not the “shopper” or the “user” and discover how to eliminate organizational silos when it comes to customer understanding. Attendees will also learn how to use results to inform their business as a whole and hear why company culture matters.

5:00 P.M. - 6:35 P.M. AWARDS

Moderator: Dan Tratensek, NHPA

For more than 50 years, the North American Hardware and Paint Association has been helping retailers discover the best of the best products through its Retailers’ Choice Awards. Products selected in this program are chosen by retailer judges who scout the floor of the National Hardware Show to find new and innovative products that will drive sales and help independent retailers stand out in their markets. This program celebrates manufacturers for their innovations and encourages their support of the independent home improvement channel. By invitation only.

OCTOBER 23

Saturday

WHAT’S NEXT FOR THE INDUSTRY

Visit the National Hardware Show Outside 9:00 A.M. - 1:00 P.M.

Explore vendors in the NHS Backyard and hear from a variety of influencers on the NHS Backyard stage throughout the day.

BY KATE KLEIN

OUTREACH

Share Your Story

Every independent retailer has a unique story. Contact us at nhpa@YourNHPA.org to share yours!

f you stop by Joelton Hardware, Feed & Farmacy in Joelton, Tennessee, you might find the owner ordering plumbing parts for a customer, setting out fresh tomatoes to sell or singing on stage with a country music band.

Kris McCarthy Houser, who bought the store in 2016, has made the business as eclectic as her interests. The operation includes a restaurant and bar that serve locally grown food and craft beer in a 1,000-square-foot space with a stage for live music.

The hardware store, which takes up about 4,000 square feet of the facility, sells organic animal feeds, locally grown produce, CBD products and core hardware categories, such as electrical, plumbing and hand tools.

Kris has created a viable business model she loves by diversifying the hardware store to sell farm-raised fruits and vegetables and opening a restaurant with space for musicians to perform.

“It’s kind of becoming the honky-tonk hardware store,” she says. “I’m a local food freak and I love to hang out with musicians.”

Moving to Joelton

Kris and her husband Eliot Houser moved to the rural community of Joelton in 2006 to raise their two children. They wanted a little land with plenty of space for their children to play.

They bought a 20-acre homestead 15 minutes from East Nashville where they could nurture an interest in raising organic food and still spend their weekends with musician friends.

Eliot plays guitar and a variety of other musical instruments. Kris mainly sings, but plays a little piano, guitar and drums.

“We live in a town where everyone is a songwriter. My husband and I are songwriters,” Kris says. “Before we had this stage at the store, we would hang out in our barn with our songwriting friends. It’s just what we did before we had a hardware store.”

After they bought their homestead, Kris took full-time care of their children, daughter McCarthy and son Frankie, who were both under the age of 2. She began raising chickens, cattle and sheep and grew a few vegetables. She also got to know other local farmers and learned about the products necessary for organic farming.

“It’s kind of becoming the honky-tonk hardware store. I’m a local food freak and I love to hang out with musicians.”

—Kris McCarthy Houser, Joelton Hardware, Feed & Farmacy

Kris also started shopping at Swain’s Hardware, which originally opened as Cochran’s in 1964 in Joelton. The store had changed owners multiple times and eventually ended up under the oversight of Harry Swain, a second-generation owner who didn’t want to work in retail.

Harry’s son, Lee, inherited the business after the Housers moved to Joelton. He had promised his father he would keep the store open for at least five years.

Swain soon sold the hardware business to Donald Clark, a west Tennessean who wanted to move to the Joelton area. Whenever Kris shopped at the hardware store, Clark tried to talk her into buying chicken feed from him. Before long, their conversations about organic chicken feed changed to bigger topics.

Clark told her she needed to buy the store and shared store sales data with her.

“One of my favorite phrases is, ‘I’m sorry I don’t have what you’re looking for, but thank you for helping us be a better store.’”

—Kris McCarthy Houser, Joelton Hardware, Feed & Farmacy

To her own surprise, Kris was interested. Clark suggested that she could choose her own animal feed and sell it to herself at a discount.

“I realized I was going to have to go back to work,” Kris says. “I was intrigued by the idea of offering more and better feed for our neighbors.”

Eliot was chief information officer for a software development company in downtown Nashville. McCarthy and Frankie were 13 and 12 and attending school in Nashville. The timing worked for their family, so Eliot and Kris bought the store and changed the name to Joelton Hardware.

They didn’t have a clear vision for what they were going to do with the store, but they thought they might make some updates and then resell it.

Kris plunged into getting to know the business with the help of one part-time employee, who stayed with the store when the Housers bought it.

“I agreed to buy the store if Ben Hancock would agree to stay. He grew up here,” Kris says. “I don’t know that I would’ve been able to stay open without him.”

Getting to Work

Kris had her work cut out for her when she showed up for her first day as business owner on Nov. 1, 2016. She knew very little about operating a retail store and had no experience working in the home improvement industry.

Just from shopping at the store, Kris understood that the inventory was lean. She didn’t know how much effort it would take to make the store profitable.

“I realized pretty quickly it wasn’t a very financially viable business,” Kris says. “I was stressed and worried that I’d bitten off more than I could chew and was in over my head.”

Then things began to go right. A friend with a shared interest in sustainable agriculture introduced Kris to a landlord who was willing to lease a better building to her.

The new location was in the same shopping center, but was three times bigger and available for the same price for rent.

With the help of friends from Nashville, Kris and Eliot wheeled the old store’s contents down the sidewalk in old grocery carts and started unpacking in the new location.

“It was grueling,” Kris says.

Kris is still learning about hardware, but business is going well and she thinks the best is yet to come. She knows her customers well and is always eager to tweak her product mix to meet their needs, equally willing to sell toilet flappers, cold beer and guitar strings.

“One of my favorite phrases is, ‘I’m sorry I don’t have what you’re looking for, but thank you for helping us be a better store. Is this something I should carry on a regular basis?’” she says.

‘We

Know You Here’

FIND DEALS, MAKE FRIENDS AT THE HOUSE-HASSON WINTER DEALER MARKET

The home improvement industry saw record sales in 2020, and for many dealers, the growth and opportunities have only continued throughout 2021. As you head into a new year, think about the possibilities that a new wholesale partner could offer.

House-Hasson Hardware is America’s largest independent regional hardware distributor, serving more than 2,500 independent hardware and lumberyard dealers in 23 states and the Caribbean Basin. The company was founded in 1906 and is headquartered in Knoxville, Tennessee.

House-Hasson’s long history and its central location contribute to its reputation as a strong hardlines distributor that can supply your business through the highs and lows. This strength is obvious on the floor at House-Hasson dealer markets. Whether you’re coming to the show to access great deals on core inventory items or you’re looking for something new, House-Hasson markets deliver.

“We have long-time vendors at our markets that continue to bring great profitable programs for dealers,” says vice president of sales Pat McCutcheon. “We have tremendous support from our vendors, and they are committed to providing dealers a great value.”

After nearly two years of virtual markets, attending an in-person market adds another layer of value. At House-Hasson, we understand that your business is your livelihood. We offer more than just a business relationship.

“It doesn’t matter how much attendance grows at our markets. When you come in, we know you here,” McCutcheon says. “If you’re new and you have a question, we’ll get you an answer. Our approach to business is to have an open-door policy that is flexible and appealing to help you find new margin pathways and grow your business.”

Start 2022 off strong at the “New Year New Beginnings” House-Hasson Winter Dealer Market, Jan. 7-8 at the Gaylord Opryland Hotel in Nashville.

Diversifying and Expanding

The larger retail space allowed her to convert part of the store into a restaurant, opening opportunities to partner more closely with the farmers she wanted to serve with non-GMO animal feed and whose crops she hoped to sell. Her farm-fresh chicken eggs were perpetually sold out.

“That helped me see people were really hungry for local food,” she says.

Kris added “Farmacy” to the store name to reflect her emphasis on healthful food being as important as medicine for good health. She started to sell sandwiches and salads, doing her best to source all of her ingredients locally. She also began making her own probiotic drink and sauerkraut to sell. Her focus on selling healthy ingredients from area farms and supporting local like-minded farmers attracted attention.

“We try to be farm-to-table when we can,” she says.

In early 2020, Lee Miller, a chef who was working as a handyman due to the COVID-19 pandemic, walked into the store. He loved her vision for creating a space in the hardware store for hanging out and eating healthy local food.

He began working full time with Kris, creating the menu, doing all the cooking and providing handyman help as needed. He also curates the beer selections, which include locally made options and picks from around the world.

“I feel like local food is the magic ingredient for this business,” Kris says. “Farmers, musicians and locals all seem to love it.”

Miller launched the restaurant and bar—now known for top-notch cheeseburgers and beer—with a crawfish boil. Respected country music artist Greg Garing showed up to the boil and liked the venue. In March 2021, Garing offered to start playing for tips at the store.

“He writes really great songs and he’s a really great human jukebox,” Kris says.

Then he started booking musician friends to play every night except Sunday. Kris and Eliot’s band often plays the Friday night shows and they’ve recently added several Saturday matinee concerts.

Suddenly, Joelton Hardware became a destination. Locals have become regulars, showing up for the food and music again and again.

The food and music have complemented the hardware store better than Kris imagined they would.

“We’re on the outskirts of Music City, USA,” Kris says. “We have a plethora of incredibly talented folks come in the door who say, ‘This store reminds of what Nashville used to be like.’ I just really had no idea it would be such a good, organic fit.”

The electrical department at Rollier’s Hardware emits a warm glow that welcomes customers to shop the store’s variety of light fixtures, lamps and other specialty electrical items.

CATEGORY SPOTLIGHT

Lighten Up

HOW SPECIALTY ELECTRICAL PRODUCTS BOOST SALES

BY LINDSEY THOMPSON

As customers pull up to Rollier’s Hardware, they are met with a welcoming glow from the front windows, inviting them in to see what the store offers. The store’s electrical department is located in the front of the store and showcases decorative light fixtures, fans and chandeliers that light up the department and show off what's inside. Going beyond wires, fuses and circuit breakers, the department caters to customers with specialty electrical and lighting products.

Exciting E-Commerce

Learn how Rollier's Hardware has found success in the digital world at hardwareretailing.com/rolliers-ecommerce

“We have several large windows right out front. People can look in as they’re driving or walking by and see we have a great selection,” says Rollier's manager Derek Satterfield. “The light from the lamps and fixtures grabs your attention. Reminding passersby that we sell these products is great for business.”

Rollier’s Hardware is known in the area for its wide selection of home improvement and houseware products, all organized in a store-within-a-store concept. While small, occupying about 800 square feet of the store’s nearly 52,000 square feet of retail space, the electrical department wows with a wide selection of basic electrical products and deep product lines in several specialty categories.

The store stocks the basics for electrical, such as switches, dimmers, outlets, circuit breakers and fuses, but shines in specialty categories like lampshades, tabletop and floor lamps, light fixtures, outdoor lighting and decorative switchplate covers.

“We want to offer lighting fixtures and accessories that are higher quality or have more detail but are still priced right.”

—Derek Satterfield, Rollier’s Hardware

“We sell the core electrical products, but our focus is on unique pieces, those items you can’t find in the big-box stores or other places,” Satterfield says. “We want to offer lighting fixtures and accessories that are higher quality or have more detail but are still priced right. We are looking for unique, yet timeless, pieces that are also still reasonably priced.”

UNIQUE FINDS

Rollier’s Hardware carries lamps for nearly every taste and budget and a large selection of decorative switchplate and outlet covers.

Satterfield says that the top 10 percent of items in this category have an excellent return on investment.

“There are some specialty items that don’t turn well, so it is important to keep the stock to a minimum on these items and keep the margins healthy on items that don’t have price sensitivity,” he says.

Seeing the Light

One of the electrical department’s top-selling niches is lampshades; the store sells everything from clip-on versions for chandeliers and sconces to shades for stand-alone lamps and night lights. Satterfield says the store’s customers often have a difficult time finding quality lampshades for different size lamps and turn to Rollier’s for the pieces they need. Customers can bring in their old lampshades, lamps or the lamp’s measurements, and the staff helps them find the right fit and style.

Lamp Repair

SERVICES THAT SHINE

At Rollier’s Hardware, lamp repair services are flourishing because few other stores in the area offer the service. Manager Derek Satterfield offers three best practices for offering lamp repair services at your store.

Rely on experience

While your lamp repair staffer doesn’t have to be licensed as an electrician, they should have adequate experience to be able to repair everything from antiques to modern pieces.

Make space

Dedicate room in your store or warehouse to store lamps that are waiting to be repaired or picked up by the owner. Be sure you can secure items to avoid theft or breakage.

Advertise services

Advertise your services on your website and social media channels and encourage customers to share their experiences (including photos) via word-of-mouth.

BRIGHT SERVICES

Rollier’s Hardware employs two staff members who specialize in lamp repairs and serve those customers who don't want to attempt DIY lamp repairs.

“It’s hard to find good quality lampshades, especially for family heirloom-type lamps and antique pieces,” Satterfield says. “We didn’t know this niche was going to be as good as it has been. We started getting requests from customers and bringing those items in, and it’s turned into a great seller for us.”

Lamps and light fixtures are also popular with customers. The store stocks table lamps, floor lamps, ceiling lights, exterior lights, chandeliers and specialty pieces like Tiffany lamps. Because the electrical department occupies a smaller footprint, the staff focuses on merchandising, utilizing both traditional methods and creative solutions to display and sell products. The lampshades are nicely organized on traditional shelves, divided by size, type and design so customers can easily find what they need. Many of the fixtures and lamps are displayed out of the box and lit up so customers can get a feel for what that piece will look like in their space.

TRAINING

Essential Electrical Tools

See what tools to recommend to your DIY customers for electrical projects at hardwareretailing.com/electrical-tools

Taking advantage of the department’s endcaps, Satterfield rotates out electrical products to encourage impulse buys and draw attention to the electrical department.

Other Illuminating Niches

Along with lampshades, lamps, light fixtures and parts, Rollier’s Hardware specializes in other niches. It stocks a vast selection of switchplate and outlet covers, including traditional plastic covers in several colors and decorative metal covers. If a customer can’t find what they want, the staff at Rollier’s will special order the items they need.

Satterfield says the store does well selling LED lighting and outdoor solar lighting as well.

“We have many customers purchasing LED lighting, especially the cordless options, because they are versatile to use in a closet or pantry or as task lighting in the garage,” he says. “Solar lights for the yard and garden are also

popular, especially now as people are spending more time outside during the pandemic. Customers love the garden lights where they can switch out the bulbs with different designs depending on the season.”

Other niche products Rollier’s sells include replacement globes, hurricanes for ceiling lights, sconces and oil lamps and decorative finials and pulls.

Customers can also shop the store’s two sister e-commerce sites for specialty electrical products like gas light mantles, electric window candles and Christmas light replacement bulbs and fuses.

“We have often been referred to as a store that has ‘everything’ and this is part of our approach,” Satterfield says. “The internet has made some of these items easier to access, but when people have the ability to bring them and match them up to what we carry in-store, it does make it easier for the customer than shopping online.”

OUTREACH

Share Your Stories

Send your merchandising tips, event recaps, employee morale boosters and other stories to editorial@YourNHPA.org CHECKOUTS

at

to

Hardware

Forging Future Products

EMPLOYEES HONOR THE COMPANY’S HERITAGE THROUGH PHOTOS

The staff at Burney True Value Hardware recently reimagined the first six decades of the store’s history through elaborately staged photographs of different time periods and events.

THE TEAM HAS BEEN celebrating the store’s 100th anniversary throughout the year, and one of the most creative ways has been through using costumes, antique tools, old signage and other props to depict each decade for a photographer to document.

“We had already staged a photo of our crew in 1921 garb to celebrate our 90th birthday in 2011,” co-owner Kristy Ransdell says. “We wanted to recreate the ‘30s through the ‘70s to help imagine some of what life was like during those times.”

Employees tried to be as accurate as possible with costumes and used knowledge of Burney’s history as reference when staging scenes in the store representing each decade.

For example, during World War II, Burney Hardware served as a collecting station for scrap metal so citizens could help with the war effort. The current employees tried to recreate a scene in the store that reflected the time period, scrap metal collecting and all.

Staff members posted the historic-looking photos on Facebook throughout the month of September for customers to enjoy leading up to the store’s anniversary party and sale planned for Oct. 8-9.

MARKETING

TikTok How-To

Using her creative eye and technology, DeNita Tuttle, who manages the paint and craft departments at Farm & Home Hardware in Wellington, Ohio, makes TikTok-style videos to promote products to customers

customers. need the videos shorter than on the

She identifies products that n some attention to sell better and develops craft projects using th items. She then records how-to about the projects that are shor a minute long and posts them o store’s social media pages. When shoppers come in asking about the videos, Tuttle can either sell them full project kits with instructions or direct them to similar products they would need to mimic her creativity.

“These videos have been a lot of fun and get a lot of attention,” Tuttle says.

Prizes for Pumpkins

Bridget Hamm, co-owner of Harrison Paint Co. in Louisiana, organized a pumpkin painting contest for kids as part of celebrating the grand opening of the company’s West Monroe store in October 2020.

The store offered the pumpkins for free to children age 12 and younger who wanted to participate in the contest. Customers bought paint at the store, picked up pumpkins to paint at home and then brought the decorated pumpkins back for judging.

The store displayed about 50 painted pumpkins that kids submitted for the contest and the local mayor served as the judge. Children with winning pumpkins got to take home toys, watercolor paints, candy and other small prizes.

The store used the pumpkins as festive Halloween decor prior to judging, then sent the decorated squashes back home with their young artists to enjoy for the rest of the season.

“The decorated pumpkins were all over the store, even in the windows and on spray rigs,” Hamm says.

NETWORK

a Plan Visit YourNHPA.org/cal to find more industry events online. CALENDAR

Industry Events

Ames Research Laboratories 58 amesresearch.com Arm Chaps 60 armchaps.com

Brushtech 59 brushtechbrushes.com

Cleva North America 45 vacmaster.com

Desperate Enterprises 63 desperate.com

Dripless 54 dripless.com

Fiskars 9 fiskarspro.com

Gordon’s USA 43 gordonsusa.com

Grant Brothers Sales Ltd. 23 gbsales.com

The Hillman Group BC ozcobp.com

HIRI 47 hiri.org/become-a-member House-Hasson Hardware Co. 53 househasson.com

Howard Products 24 howardproducts.com

Intertape Polymer Corp. 27 itape.com

Knox Fertilizer 22 knowfert.com/schultz

Lighthouse for the Blind 25 lhbindustries.com Live Oak Bank 13 liveoakbank.com/hardware-store

Mayhew Tools 26 mayhew.com

To add your event to the industry calendar, send an email to editorial@YourNHPA.org

Fastener Corp. IFC-1 fastenerconnection.com

"Whether

you have someone to take over or not, everyone deserves to retire from their business. Others are at a different stage—reliable, motivated and looking to grow, like us.

I check the Retail Marketplace every day."

Will Aubuchon President and CEO

W.E. Aubuchon Co. Inc. with 100+ locations have someone to

Ready to retire? Let us help you.

NHPA now offers a new way to connect motivated buyers and sellers of home improvement businesses. Advertise your business to a network of 40,000 retailers. Public and private listing options are available.

YourNHPA.org/marketplace

NHPA

LAST WORD TRENDS

Wave of the Future

See how technology drives in-store and e-commerce retail strategies at hardwareretailing.com/retail-possibilities

Penchant for Purchasing

TRENDS

STATS

HOW CONSUMER BEHAVIORS HAVE INFLUENCED CONTACTLESS COMMERCE

CONTACTLESS COMMERCE had been on retailers’ minds prior to the pandemic, but amid shutdowns and high demand, many retailers moved quickly from idea to implementation. While using contactless commerce was a necessity for retailers in 2020, it has remained a priority for consumers into 2021, based on these stats from consumer surveys. For a closer look at how one retailer pivoted during the pandemic to bolster his contactless commerce options, turn to Page 28.

Sources: Raydiant, State of Contactless Payments 2021 Report and The State of BOPIS Report 2021 and National Retail Federation, 2020 State of Retail Payments

44% of respondents are more likely to purchase from a company that offers a contactless payment option 57% of respondents used contactless payments in the previous 12 months 80%

of retailers offer some form of contactless payment

67% of respondents have used buy online, pickup in store at least once 75% of respondents are more likely to use contactless payments in the next 12 months

October 21-23 | Las Vegas

To navigate today’s market, retailers need to be agile and strategic. Join us and hear from industry leaders, subject matter experts and successful retailers who will deliver insights into the current and future state of the industryLearnmoreat YourNHPA.org/conference.

KEYNOTE ANNOUNCED

Focus on the Customer and the Employees as a Person

Alex Genov

This presentation will introduce a new way of thinking about how companies approach understanding their customers. This mindset is applicable to companies of any size—from startups to established corporations. industry. Learn more at

Head of Customer Experience Research, Zappos

BUILDING ON OUR COMMITMENT TO SERVICE