Independent retailers have been urged to focus on maintaining the convenience proposition they have built during the pandemic to help retain customers.

The comments came at the ACS’ Summit 21 last week. Sophie Towers (pictured), owner of Kibble Bank One Stop in Burnley, who gave a virtual tour of her shop, said successful changes are bespoke to certain areas.

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“The pandemic has taught us how personalised you can make a shopping experience because everyone has different needs,” she said. “What works for us may not work for someone else, so going forward retailers need to focus on what their community needs and how they can provide that.”

Towers teamed up with a local taxi firm in the past year to help deliver orders to vulnerable customers. “This is something we will look at continuing,” she said. “It’s about showing our community we are there for them.”

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Spar UK’s managing director, Louise Hoste, suggested retailers highlight their value credentials to help retain customers. “Value is going to be important throughout the next year, so show you’ve lowered prices,” she said. “Exploiting meal deals and eating-at-home options can help you do this.”

She added: “Retailers must keep developing their proposition in a post-pandemic environment. Think about the trends in your local area and incorporate them into your store.”

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