Reaching the 50-year milestone is certainly cause for celebration – but rather than dwelling on the past, Associated Independent Stores (AIS) is keen to look to the future. With younger professionals increasingly having their say in the group’s direction, Furniture News invited three such progressive Members to share their thoughts …
In any long-established business – family run or otherwise – there comes a time that the reins must be handed over, often to the next generation. In any industry, progress demands fresh thinking and new perspectives, and the fast-evolving retail sector is no different.
Among AIS’ membership, younger directors are increasingly coming to fore. Take Sterling’s Euan and Murray Graham, for example, or Stokers’ Alexandra Schofield, Ulster Stores’ John Moore, Browns of York’s Tony Brown, or Johnny and Cathy Smyth of Keens Belfast – all of them playing key roles in their respective retail enterprises.
Consumer needs are always changing, and it can take the skills, attitudes and personal experiences of new generations to effectively address them. AIS strives to maintain a dynamic, responsive outlook, so input from such Members is invaluable to both parties.
Making waves in Wales
Miranda Llewellyn Jenkins is a director at leading Welsh retailer, Arthur Llewellyn Jenkins. Founded in 1890, the business now boasts more than 115 employees and stores in Llantristant (near Cardiff) and Penllergaer (Swansea).
Self-described “nepo baby” Miranda represents the fifth generation of the family business, which is owned by her father Martyn. She joined the family firm – founded by her great, great grandfather – after graduating from Cardiff Business School.
“I joined the firm in 2013, and so we always joke that I missed the ‘good old days’ where business was fairly straightforward, and trade was easier,” she reveals. “However, even in the last decade, we’ve seen fewer set patterns in customer purchasing throughout the year, and it’s harder to predict trading trends.”
In periods of uncertainty, flexibility is an invaluable attribute.
“I think any new ideas brought to a business can be incredibly positive, even if it just creates the opportunity for that discussion,” says Miranda. “It can be so important not to remain stagnant and repeat something just because ‘that’s the way it’s always been done’.
“My priority is to hopefully recognise the strength in some of our more established practices which are crucial to remaining consistent in the level of service we aim to offer, whilst adapting to the new technological advances and trends which can help move the business forward.”
Despite pressures to modernise, the business’ heritage remains integral to its identity, and bridging any gaps between the past and future must be handled with care – especially when your name is above the door.
“Having the opportunity to work with family is something I try not to take for granted, and having an environment where many of our staff have been with us for many decades extends that family feel even more,” says Miranda.
“My role in the firm is largely varied, and so I enjoy the fact that no two days are the same. Following in the footsteps of previous generations working towards the same goal, and trying to extend the business' longevity, gives me a great sense of job satisfaction.”
The business joined AIS in 1986, and Miranda says she has always found being a Member incredibly valuable.
“Strength as a buying group comes from numbers, and it creates a place where retailers can come together from all over the country to swap advice and discuss industry challenges with other Members,” she explains. “The buying team at AIS help introduce us to trends that might we might have overlooked, and it often give us an insight into what we can expect to see in the coming months/years.”
Barbours sees the benefits
A young Robert Barbour opened a drapers shop on Dumfries High Street in 1856. Today, the business he founded operates through two stores in the town, one of them dedicated to home interiors.
As Scotland’s oldest independent department store, Barbours strives to face the challenges of modern retail, while providing the level of personal service that was so important to its founder. Tori Barbour represents its sixth generation, and has found the networking opportunities created by AIS to be an invaluable window to the trade.
“Being a relatively new and young buyer in the furniture industry, AIS enabled me to become a part of a large network of like-minded, supportive retailers,” she says.
“The three regional AIS store visits I’ve attended have been particularly beneficial. They have provided me with valuable opportunities to gain further insight into other retailers’ ideas and experiences – in turn, helping improve our own store.”
Barkers goes beyond
Barkers is a fifth-generation family business that has served Northallerton since William Barker’s great-great grandfather founded the business in 1882.
Now the manager of Barkers Home, William began working in the retailer’s cafe at a young age, before spending his school summer holidays on the shop floor, gaining experience across different departments. He later completed a Chartered Manager Degree Apprenticeship, enabling him to combine his studies with hands-on retail experience.
As William’s responsibilities developed, he increasingly became involved in the business’ furniture and home division, bringing a progressive mindset to its operation.
“No two days are ever the same,” he says. “I enjoy the variety of working across different areas of the business, from meeting suppliers and discovering new products to analysing performance and identifying ways to evolve the business.
“One of the most enjoyable parts of my role is finding and using new technology to drive positive change at Barkers Home. Whether it's introducing new systems to optimise stock management, streamlining day-to-day operations or creating new reports to use data to make more informed business decisions, I enjoy implementing solutions to make the business more efficient while enhancing the experience for our customers.
“I also enjoy the creative side of retail, from developing new ideas and merchandising displays to continually looking for ways to ensure the store looks its very best and stands out.”
Despite having spent just five years in the business, William has seen the industry change a good deal, and acknowledges the need to bring fresh thinking to a sector that still struggles to find a balance between physical destinations and online channels.
“The industry continues to evolve at a rapid pace, and we have found it is essential to keep adapting,” he says.
“One of the biggest changes I have seen is how much more informed customers have become before they even walk through the door, with many researching products online before they even visit the store.
“As a result, our role at Barkers Home has become about far more than simply selling furniture and homewares. It's about making the most of everything a physical store can offer, in that we can provide expert advice, help customers find the right solutions for their homes, and deliver a personal experience that cannot be replicated online.
“Looking ahead, we will need to continue embracing new technology while making the most of the advantages that physical retail offers. Customers can buy products almost anywhere, so we have to offer something they can't experience online. Therefore, creating engaging in-store experiences will become increasingly important to ensure Barkers Home remains a destination store. Whether through exceptional service, live demonstrations, exclusive events or interactive displays, we need to give customers a compelling reason to visit beyond simply making a purchase.”
The industry’s ongoing evolution makes change imperative, he continues: “If we’re not prepared to adapt, we’ll be left behind. But, as an independent retailer, we have the flexibility to embrace new ideas while continuing to deliver the personal service, expertise and values that our customers expect.
“For us, fresh thinking doesn't always mean reinventing the wheel. More often, it's about constantly looking for ways to refine how we operate. Whether that's introducing new product categories, evolving our showroom displays or creating new reasons for customers to visit the store.”
This summer, Barkers Home introduced a History Gallery which features a collection of photographs, artefacts, documents and memorabilia, highlighting key moments in the company's history and its connection with the local community.
The gallery, which was officially opened on Saturday 20th June by former PM Rishi Sunak, spans the staircase and first floor of the store, taking visitors on a journey through more than 140 years of retail heritage. It is a great example of an independent business leveraging its history to drive shopper footfall.
“Having served Northallerton since 1882, we wanted to celebrate both our own heritage and our connection with the local community. The gallery has generated a great deal of interest, encouraging customers to spend more time in the store, discover our story and engage with the business in a way that goes far beyond simply shopping for furniture.”
Pedigree and progress
Like Miranda and Tori, William recognises that the benefits of AIS membership go far beyond collective buying power.
“It gives us access to a network of like-minded independent retailers who are all facing similar challenges and opportunities,” he says. “We value the organised store tours and regional meetings, which provide an excellent opportunity to see how other retailers operate, exchange ideas, and take inspiration back to our own business.
“The relationships we’ve built with fellow members and suppliers are very important. Being part of AIS means that, although we’re an independent retailer, we are never operating in isolation.”
Many of the best independent furniture retailers are firmly rooted in the communities they serve – but it can be challenging to respect those roots while making a business fit for the future. The industry should be thankful, then, that across AIS’ membership, there are so many younger Members managing to strike the right balance between pedigree and progress. The future of furniture retail is in good hands.
Read more about the experiences of AIS' Members in our 50th Anniversary Supplement.
Pictured: William Barker at the opening of the retailer’s History Gallery
