Last year, Circle K acquired 10 Griffin Group convenience stores across Dublin, most of which were in coveted city centre locations. It was an unexpected step onto the High Street for the forecourt giant which is well known globally for its fuel and convenience store.

But senior director of retail operations for dealer & franchise Derek Nolan insists the company is in no danger of forgetting its roots, despite its continued interest in the High Street and rules out a similar move in Northern Ireland any time soon.

“This is an important and exciting development with Circle K, but it’s important to note that we remain hugely committed to fuel retailing and our network of service stations throughout the island of Ireland,” he tells NR.

Fast growth

Derek’s own area of the business – the dealer and franchise network – is growing quickly, with 243 sites across the island of Ireland where he works directly with independent retail partners.

“We’ve brought 15 new sites to the dealer network over the last 15 months. Our dealer partners look to the Circle K model as to what the future is going to look like, and an example of that would be around electrification and fuel quality,” Derek says.

“We have more than 14,000 stations globally and that gives us a good sound basis of understanding of the current market and what the future looks like.

“We currently have 49 dealer partners in Northern Ireland and we grew it by eight dealer partners last year. We’ve already seen another new site join since May, so watch this space because Northern Ireland is still a big area of opportunity for us.

Recent highlights

“One big highlight recently was the Musgrave Marketplace deal which was a big opportunity for us – it was a big statement for Circle K in Northern Ireland that we went from five Musgrave sites to now 12 overnight.

“Musgrave are investing in a high number of these sites and we’re excited to be part of the big renovation at the site in Portstewart.

“Our dealer partners are looking for the same things in Northern Ireland and the Republic – they’re looking for innovation. they’re looking for certainty of product. Fuel quality is a big part of our offer and that’s what Circle K brings.”

Derek has been in retail ever since leaving school – yet there can’t be many in the forecourt industry whose resume can boast numerous encounters with A-list celebrities, including Tom Cruise and Mark Wahlberg.

Starting as a 16-year-old at Quinnsworth, he moved up the ranks to become head of the retail support office at Tesco before becoming retail director across Odeon Cinema’s 123 sites in the UK and Ireland.

Transition phase

Six years ago, Derek made the leap to what was then Topaz.

“I joined just after the acquisition when they were transitioning from Topaz to Circle K and they wanted to bring the global brand into Ireland – so that was a massive attraction.

“It was all around major transition and being able to bring a new way of working into the company – who wouldn’t want to be part of 420 sites rebranding?

“The core part of my role now is setting a clear strategic map of where we want to grow as a channel, but the area I most enjoy is getting out with the team and speaking with our customers and seeing the team achieve its short and long term goals.”

One of Circle K’s key strengths is that it’s a globally recognised brand with a well-established record of delivering excellence, Derek says.

Global experience

“The key part for us is that we’re able to bring that global experience and insight into an existing local market,” he says.

“In Circle K everything comes back to making our customers’ lives easier every day, so we need to adapt to meet their needs, to deliver products and services and show leadership in areas such as electrification and sustainability

“We have led the way in developing next generation fuel, gourmet coffee and a wide range of high quality food options and across the island of Ireland we are the largest and most advanced network of service stations with longstanding ties to communities across Ireland.”

Circle K has evolved from a fuel retailer that sold convenience to a retailer that sells fuel.

Listening to customers

“We’ve really led the way in developing high quality fresh food on the go, but we pride ourselves on listening to the customers. Customers’ behaviours have changed and will change and we’re adapting to what those tastes and changes are into the future,” Derek says.

“I think a key area where we are leading is around technology and frictionless – we’re looking at what technology is needed, whether that’s to eliminate queueing at the front of the shop or just making life easier for the customer on the forecourt.

“We will be introducing mobile pay in the future – we already have Pay at Wash, so where we have wash machines you have the ability to pay without getting out of your car, for example – and that’s something we’ve just introduced this year.

Net zero

Circle K also prides itself on its leadership in sustainability and the net zero transition, offering the largest EV charging network in Ireland.

“We’re progressing on the introduction of E10 – that will go live in Northern Ireland in November,” Derek says.

“It’s likely that all fuel pumps will eventually be replaced by EV chargers at the front of the store, but it’s not going to happen overnight.

“We know that the forecourt of today is not the forecourt of tomorrow, and we are already leading the evolution in terms of extent of EV and alternative fuel capabilities across our network. I know we’re going to be seen as the leader in the market on this.

“We know we need to transition away from fuel products, but it’s not a case of just flipping a switch overnight. The country still relies on petrol and diesel to keep people moving – for example, delivery vehicles, bus fleets and ambulances – but EV is a core part of the future.

Moving forwards

“There are ways to make petrol and diesel products more environmentally friendly in the interim, so the introduction of E10 will have a significant impact and also we’ve got HPO for diesel and it can also have an impact in the short term.

“We’ve the most advanced EV network through our strategic partnerships with ESB, Ionity and Tesla, but the single biggest leverage that Circle K has to any of our competitors is our Norway market, where we know EVs outsell the traditional combustible engine car at the moment.

“So we’re able to use that information and will be using that information as to how we transition in Ireland. Norway are years ahead of the transition to Ireland and we’re one of the biggest EV charging networks in Norway, so that can only support how we’re going to bring it into the island of Ireland.”

While Covid had an impact on business, Circle K adapted quite well, Derek says.

Adapting to Covid

“We saw that our larger motorway sites were more challenged. But where we have residential sites – and we certainly have a lot of them in Northern Ireland – we would have seen them perform quite well through the Covid period from a residential point of view because customers’ behaviours had changed significantly during that period as they were using more of the local shops.

“We’re seeing customers reverse back out of that, not all the way but I would say customers’ behaviours have adapted back to more normal ways of doing things. But we still see challenges with commuters who are not fully back into the office and we see that in Moira, Carrickfergus, Ballymoney. We have seen it vastly improve but we haven’t seen it fully recover to pre Covid times, that’s the reality – there’s more hybrid working out there.

“But we’ve recovered, and we’re back in normal times as such.”

Fuel supply

The biggest challenge at the moment is certainty of product when it comes to fuel supply, in the wake of the Russian invasion of Ukraine, but here again Circle K is at an advantage due to its global operation, Derek says.

“Circle K has a global reach and a global footprint and we have the ability to manage through this crisis, so being part of the Circle K global network is going to give reassurance to our local dealers – they’re talking to me, but they’re also talking to a business that has 14,000 sites, both in America and across Europe,” he says.

“Russia was only a small part of our global sourcing of fuel, so as a global company we were not reliant on Russia and would have looked to increase our supply of fuel coming from other parts of the world, whether that was America, the refineries in the UK or other parts of the world.

“But there remains a high level of volatility within the global market and this is driven by stronger fuel demand post Covid and the realignment of fuel sourcing following the Russian invasion of Ukraine. So as a result we are likely to see a continuation of fuel price fluctuations in the future wholesale market.

Volatility

“It’s important to point out that this volatility is something we’ve never experienced, and it’s twofold – it’s the post Covid recovery and it’s the Russian invasion – and the other point is there are further sanctions on Russian energy supply coming into effect in January 2023 so we are likely to see even further volatility.

“But it’s not just fuel prices, it’s everything, it’s the cost of living as a whole that has really suffered. We will see consumer spend contract – that’s going to be obvious – but fuel is not sitting out there on its own.”

Derek says his wish list for the future centres on growth, innovation and making things easier for the customers.

And his priority is to continue listening to Circle K’s independent dealer partners: “They’re in the local communities, and as Circle K we have to work with and listen to them.

“That’s what keeps us relevant and consistent, and keeps us able to adapt for the future.

Adapting to change

“There’s no doubt we’re going to be going through the single biggest transition period of our industry over the next number of years.

“But calling out the importance of our dealer partners is massive for me. They’re not shy about giving you information about what’s working and what’s not working and it’s important we listen to that. We’re lucky to have that.

“When you’re company owned, you can be very focused internally, whereas when you’re working with dealer partners it gives you a great insight into what’s happening in the local markets.”

To read the full feature in Neighbourhood Retailer, click HERE.

The post Easing that journey every day: Circle K’s Derek Nolan first appeared on Neighbourhood Retailer.

Working with the Bestway Foundation, the Wholesale arm is collecting funds through depot collections and JustGiving.com.  The Foundation intends to work closely with world charities on the ground and deliver aid to those that need it the most through its support networks in Pakistan.

Bestway Group, the country’s leading foreign investor, has announced financial and material support to the people of Pakistan of US$1.0 Million. The Group currently owns the United Bank Limited, the second largest private bank in Pakistan, and Bestway Cement, the second largest cement manufacturer in Pakistan.

Dawood Pervez, Managing Director for Bestway Wholesale – whose father Sir Anwar Pervez, Founder and Chairman of the Bestway Group, was born in Pakistan, says: “We are deeply saddened by the tragic loss of life and destruction that has been caused by this terrible flooding across Pakistan.

“As a company which has retained its heritage and links to Pakistan to this day, we want to do all we can to support the recovery efforts and help those that need help the most.  We know how desperate the situation is right now before disease and further suffering sets in.

“With the significant investment already been made by Bestway Group, allows us to actively provide immediate relief; and by working in partnership with local businesses and financial institutions we are putting in place long term sustainable measures so that we can rehabilitate the masses effected by this national tragedy”.

“We are now appealing to all our supply partners, friends, customers and colleagues to join with us and support this cause to help the people of Pakistan”.

It is estimated that the death toll in Pakistan has exceeded 1,000 since the monsoon rains began but hundreds of thousands more people have been left without homes or shelter, and many without food.  The figures continue to rise daily.

Pervez continues: “We know Pakistan is already reeling from economic and political crises and for months the country has been suffering from double-digit inflation, driven by soaring food and fuel prices.

“Our Bestway Foundation is well-placed to support and help with this crisis – to date we have raised nearly £40m for charities across Pakistan and Europe and we are doing all we can, to ensure funds can be deployed swiftly to get aid to those who desperately need it.”

As part of its ongoing commitments, Bestway Group has to-date donated in excess of US$ 22.0 million to the health and education sectors in Pakistan. During the recent COVID pandemic the Group donated substantial sums to aid the relief activities.

For those wishing to donate to the Bestway Foundation fund-raising, please go to https://www.justgiving.com/crowdfunding/bestwayfoundationpakistanfloodrelief?utm_term=Wg62834pk

The post Bestway Wholesale raises funds to help Pakistan first appeared on Neighbourhood Retailer.

She is looking forward to the forthcoming Neighbourhood Retailer Awards after being invited as a guest of Camelot.

“A lot of people don’t realise what retailers have done through Covid, but we were open the whole time, we’ve had all the queues, all the trying to keep people safe and I think the trade have done a great job, I really do, and we deserve a wee night out,” she says.

“It’s been three years since the last one. We love to go and we’re being invited this year by Camelot – it will be lovely to be with them and see all the winners,” she says.

“It’s lovely to see all the retailers getting together and those who are up for prizes. It’s a really, really good night and I think everybody enjoys it. We’ve all been working really hard and running our businesses since lockdown and it will be nice to get a few glad-rags on and get the dancing shoes on.

“We’ve been in for the Awards a couple of times ourselves, such as Best Newcomer when we redid the Spar. It’s a good night for people and especially the guys who win – they bring along their staff and everybody has a great night out.

“We don’t get an awful lot of fun these days, but the compere is always fantastic and the awards ceremony is brilliant – it’s like the Oscars for our trade.

“I enjoy going to it to catch up with a few people that you don’t see year from year. It will be lovely to be there with Camelot because I’ve worked very closely with them – they’re a great bunch of guys and they always make me feel very welcome.”

Judith sits on the Retailer Forum set up by Camelot to hear views from its retailers, with representatives both from the multiples and the independent retail sector across the UK.

“A lot of the time you don’t get to see the other side of the coin but it has opened up for me just how much work Camelot actually put into operating the lottery,” she says.

“It just works automatically for us and it does drive sales for us and that’s why I believe they are a great company to work with.

“Looking on the other side of the aisle, it has made me just a bit more impressed with how much work they actually do. Everybody who works for Camelot is very committed to the National Lottery brand.”

Looking back on her own personal experience of the crisis, she says every week brought a different challenge.

“We were trying to juggle two queues, a Post Office queue and a shop queue – at the best of times that’s hard to do but at the time of a pandemic, it’s even worse.

“But my staff were great – they were just ‘Right, what’s happening today, what’s different, what’s new’ and we traded the whole way through. We shut a little earlier, we had a few issues with the Post Office a few times when we had to reduce hours because we only had one member of staff. But it was only a few times and we’ve been able to stay open the whole time.

“We got a lot of new customers that had never used us before and then realised it was a nice wee shop.

“It never ceases to amaze me how caring people are. One member of staff recently received a beautiful card and a bouquet of flowers because of their kindness to somebody.

“An older man fell on the other side of the car park and the staff went out to him. He came back in the other day to say he had no broken bones, he was ok and here’s a wee card with some money in it. It’s at times like that that you realise people would be lost without us.

“Sometimes the smaller independent shops, we’re like a big brother, we can put our arms round our customers and look after them. Our customers are like our extended family.”

Judith says the forthcoming awards feel like a sign that things are getting back to normal.

“That’s the good thing about the awards, once they’re over we all feel like the awards are back and we can start to think about Christmas and we can do all the other things that I think were put on hold for such a long time,” she says.

The names of the Neighbourhood Retailer Awards finalists will be announced in early September.

The post NR Awards are sign that life is getting back to normal: Judith Mercer first appeared on Neighbourhood Retailer.

Vincent Campbell says the state of the art refit of his Portrush pharmacy was incredibly timely, happening shortly before Covid arrived. The changes they made to work flows and installation of a robotic dispensary servicing two floors made all the difference.

The refit of Campbell’s Pharmacy Portrush meant there were now four points for dispensing, with separate pharmacy teams operating over three floors. This greatly limited the chances of viral spread. The new robotic dispensary proved invaluable throughout this time.

“We couldn’t have got through the Covid crisis in our old pharmacy layout. The robot allowed us to dispense safely, work with social distancing between members of each element of the team and deal with concerned patients” Vincent explains.

“It meant we were able to operate over three floors and maintain separate teams on each of these floors. This measure helped us to limit the possibility of any Covid spread within the team. We hoped these measures would save the pharmacy from having to close if any of the team tested positive for Covid.

20th anniversary

Covid has meant huge changes to pharmacy life – and the 20th anniversary celebration at Campbell Pharmacy was the latest casualty, resulting in a lower key commemoration than hoped.

“We celebrated 20 years of Campbell’s Pharmacy, Portrush on Friday 11th February, but with Covid there’s not a lot you can do,” Vincent admits.

“We decorated the shop, got commemorative pens and stickers to highlight the fact that we’ve been looking after our patients for 20 years. We had cake and buns, and patients brought us in homemade food and flowers.

“It was a day of celebration and we used social media to get the word out as well. We got the most amazing complimentary and heart-warming messages throughout the weekend from people on social media, which was lovely. Social media is something that I don’t really make enough use of, so it’s always heartening to see that there are people out there who get the message.”

Campbell’s Pharmacy started 20 years ago when Vincent and his wife Donna – both pharmacists – bought an existing pharmacy in Portrush.

“It was a small pharmacy with two pharmacy assistants and one pharmacist, so the plan was always to grow, grow, grow,” Vincent says.

“There are now usually myself and two other pharmacists and about another six ancillary staff daily as well, from dispensing technicians to pharmacy assistants, and we’ve got somebody training to be an accredited checking technician.

“The basic aim has always been to look after our patients as you would your own family – that’s what drives all the staff.

The power of staff

“I’ve been very lucky in the staff that have been here. They tend to arrive and stay and stick the pace. I’ve also been very lucky to have Donna to help me with ideas and plans for future development.

“Originally it was one small shop and then we extended into the premises next door. There was a two-storey flat upstairs, above the pharmacy and we had tried other business enterprises like an osteopath, other complementary practitioners and a hairdresser there, but we’ve now actually encompassed all three floors into the pharmacy in the most recent refit.”

Part of that growth is about embracing every new service that comes along, he says.

“At the minute we are a pilot site for a urinary tract infection scheme. We’re also taking part in the Pharmacy First scheme, so we’ve got winter ailments, we treat minor ailments, we do the smoking cessation scheme. We take part in the addiction service as well as weight management, blood pressure management, diabetic screening, vaccinations, both Covid and flu, and travel advice as well.

“We had been about to start a travel vaccination clinic just before Covid set in, so that was shelved with a view to picking it up and taking it out of mothballs whenever everything settles down and international travel begins again. That will be in place whenever all the Covid restrictions have been relaxed – we anticipate that later in the year.”

Quiet dispensary

The pharmacy also has a quiet dispensary where blister packs, weeklies and dailies can be dispensed without distractions from computers or phones.

“Anything that needs to be questioned, queried or researched can be done on one of the other floors but it means then that anything that requires extra supervision, like dispensing packs or daily prescriptions can all be done in a very distraction-free environment,” Vincent says.

“It’s all white, brightly lit and there’s lots of bench space for checking items and being able to see everything in front of you. I’ve tried to introduce systems that will reduce the chance of error at the end of the day to try and keep everyone safe.”

When Covid started, the pharmacy had just taken on a temporary driver to help out the staff who were doing the deliveries themselves. He is now a highly valued permanent staff member.

“Covid has been really busy, very challenging. The staff have been amazing. They have helped out without question any time they’ve been asked, everyone’s been really good and very selfless. We’ve tried to look after the staff as much as we can as well with small rewards as well by way of thanks because they’ve been so good,” Vincent says.

Frontline service

“We’ve stayed open throughout the covid crisis. We were completely frontline, we’ve had to triage patients for the local health centres. We’ve had to attend patients that haven’t been able to see their GPs for whatever reason.

“We’ve had to assist patients with photographing lumps, bumps, rashes and everything else and get those to various GP practices because they haven’t been able to be seen in person. We’ve had patients referred to us from health centres because they can’t be seen by their GPs.”

But he admits that it is becoming a struggle to maintain all the extra duties that pharmacies took on early in the pandemic – and since early December pharmacies haven’t been able to take on any new patients for monitored dosage systems.

“We’ve been carrying this burden in community pharmacy, we’ve been covering the cost of this ourselves. There hasn’t been a properly structured system put into place yet that would ensure that every patient is enrolled the same way into a commissioned service,” Vincent says.

“I know there are negotiations going on, at a much higher level than I’m privy to, between the board and Community Pharmacy NI to try and establish some form of a funded service for those patients that need a bit of extra help with their medicines.

“In the past we’ve been able to help them with a monitored dosage system and there’s been care packages put in place, but it’s just become overwhelming and community pharmacies can’t foot the bill for this any more, so I would hope that we get a funded service for that.”

“We’ve shown that the community pharmacy is open, that it’s accessible, we’re able to deliver essential services, we’re able to deliver complex services such as the Covid vaccinations which have been a tremendous success for community pharmacy. It’s all about looking after people and keeping them well,” he says.

The post Saving the day: Campbell’s Pharmacy Portrush store profile first appeared on Neighbourhood Retailer.

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