Appliance Retailer

James Wells talks to Alice Keupper, Head of Sustainability at Winning Group. We explore sustainability initiatives from a retail perspective and how Winning is working to be a leader in the space while looking to share its insights and learnings with the wider industry.

We're back and we're talking to Kurt Hegvold, GM of Electrolux Australia and New Zealand. Kurt talks about what's new at Electrolux, offers frank insights into their SAP ERP transition, and talks about the value to the industry of the CoFoSS body and why getting sustainability right is crucial to a diverse Australian appliance retail landscape.

We speak to Haig Kayserian, general manager of digiDirect about the retailer’s expansion into broader consumer electronics categories beyond cameras and imaging products.He discusses the re-opening of digiDirect’s flagship Melbourne store including various upgrades and enhancements, as well as plans for future store re-fits and new store openings.Haig then explains the launch of the pre-loved digiSeconds category, enabling customers to take advantage of quality second-hand gadgets at more affordable prices.

We speak to Angus McDonald, CEO of Barbeques Galore about the major trends in the BBQ market and recent shifts in consumer spending behaviour.He discusses how the business has adapted to changing market conditions by investing in enhanced order management capabilities and fulfilment, a new customer relationship management system and new ecommerce platform.He then previews some of the projects in the pipeline for Barbeques Galore over the next 12 months including new store openings and refurbishments, as well as an ongoing evolution of the product range and loyalty program.Angus McDonald will be speaking at the Online Retailer Conference & Expo in July 2022.

In episode 25 of the Appliance Retailer Podcast, we speak to Sven Lindell, chief digital & marketing officer for Winning Group about the recent launch of online retail destination, Andoo and expansion into new categories including furniture and bedding.He discusses the recent acquisition of designer furniture, lighting and textiles company, Spence & Lyda and what the deal means for the business and its customers.Lindell then shares details about the creation of umbrella brand, Winning and how it will complement other Winning Appliances showrooms around the country.

In episode 24 of the Appliance Retailer Podcast, we speak to Karen Powell, head of ECOVACS Australia and New Zealand about the home cleaning robotics category in Australia and how the brand is performing.She shares details about the new ECOVACS flagship robotic vacuum cleaner, the DEEBOT X1 OMNI and why the launch is so important to the brand and the broader industry.Powell discusses the key technology inclusions when it comes to suction power, health and hygiene, voice assistance, as well as the aesthetics in collaboration with Jacob Jensen Design.With a price tag of $2,499, Powell explains the importance of strong retailer relationships to successfully launch a new product like the DEEBOT X1 OMNI.

We speak to Anthony Fletcher, director of sales at Schweigen about how the company is responding to the increasing trend towards silent rangehoodsHe discusses the growing popularity of black appliances and in response, Schweigen has released a series of six undermount black rangehoods in 600mm, 900mm and 1200mm widths.Fletcher then shares details about the new game changing Schweigen SteelFlex ducting with a Shirikon Firemesh finish for added strength and flexibility, and lifetime guarantee. The ducting can be sold with any rangehood but is designed to increase brand awareness for Schweigen.Schweigen has also launched a new home ventilation system to help remove odours from various rooms in the home, including the kitchen, laundry and bathroom.

In episode 22 of the Appliance Retailer Podcast, we speak to Brad Reed, head of marketing for B2B business solutions at LG Electronics Australia about shifts in consumer behaviour within the IT category, including significant uptake in the premium monitor segment, and what it means for retailers.He discusses LG’s investment in collaborative working technology and range of cloud-based solutions in a market that is expected to grow by double digits over the next 12 months.Reed then shares a preview of what’s in the pipeline for the gaming and computing categories in 2022 as LG remains on the cutting edge of innovation in terms of processor speeds, chipsets and software to deliver an optimal user experience.He also explains why retailers should have dedicated in-store displays to showcase their gaming monitor line-up and provide the opportunity for consumers to experience refresh rates, colour reproduction and sound first-hand, to maximise sales.LG is focused on improving in-store merchandising with displays that better communicate key features and unique selling points, as well as more regular store visits to share information with floor staff.

In episode 21 of the Appliance Retailer Podcast, we speak to Hayat Horma, director of shipping at eBay Australia about eBay’s new local fulfilment program in partnership with global logistics experts, Orange Connex.She discusses the key benefits of the program including faster delivery, more competitive rates, enhanced seller protection and full eBay integrations.Hayat then shares her thoughts on the shipping landscape, the importance of returns as part of delivering a truly seamless e-commerce experience and the increasing adoption of Buy Now, Pay Later.

Takeaways: Dr. Morten Boyer elucidates GfK's evolution into a data-centric organization, emphasizing the significance of actionable insights. The podcast underscores the dramatic rise of online sales, which have surged by 32% globally in recent years. A notable trend towards premium products has emerged, with brands valued 50% above average experiencing 43% growth. The introduction of GfK's AI-supported platform, gfknewron, revolutionizes data-driven decision-making processes. Understanding market performance in a global context is essential for businesses to identify future opportunities. Companies must continuously refine their data strategies to adapt to ongoing changes in consumer behavior and market dynamics.

Takeaways: The trade environment in South Australia has shown resilience and growth post-2020, contributing positively to Spartan Electrical's business performance. Spartan Electrical successfully conducted a major sales event in October, which exceeded expectations and showcased strong consumer demand across various brands. Recent team expansions at Spartan include a new sales representative and web content manager, enhancing the company's operational capabilities and customer engagement. Managing supply chain challenges has become a priority for retailers, as transparency with customers regarding stock availability is essential to mitigate potential disappointments. Con Tsoutouras anticipates that supply chain issues may persist beyond 2022, indicating that this could become the new norm for the industry. The focus for Spartan Electrical in 2022 will be on leveraging consumer demand and maintaining strong supplier relationships to navigate ongoing challenges.

Takeaways: Wayne Campbell commenced his role as Managing Director of Smeg Australia in February 2021, marking a significant personal milestone for him. Smeg Australia has expanded its workforce in 2021, enhancing key areas such as product sales and IT divisions. The company has prioritized digital communication and launched an E-learning platform to support training during the COVID-19 pandemic. Smeg's product pipeline for 2022 promises innovative offerings across major and small appliances, food service, and La Pavoni coffee machines. A notable focus for Smeg in 2022 includes a significant stand at EuroCucina in April, showcasing new product categories. Wayne expressed optimism for 2022, emphasizing the importance of reconnecting with business partners in person after a challenging year.

Takeaways: Over the past 18 months, there has been a significant shift towards online shopping, largely accelerated by the pandemic. MyDeal has experienced tremendous growth, with sales increasing nearly 200% during peak lockdown periods as consumers adapted to online purchasing. The recently launched 'MyDealIt' campaign aims to enhance brand recognition and consumer trust in a competitive e-commerce landscape. Supply chain challenges remain a critical concern for retailers, especially with rising import costs impacting pricing strategies. Consumer spending behavior is likely to shift towards lifestyle choices post-pandemic, but essential purchases will continue to play a significant role. MyDeal is preparing for major sales events like Black Friday and Christmas, navigating ongoing logistical difficulties to ensure product availability.

Takeaways: Craig Fuller discusses the significant operational changes Amazon Australia implemented in response to the pandemic. Amazon Australia has committed to hiring 1,000 seasonal workers to manage increased demand during the festive season. The upcoming Amazon Robotics Fulfilment Centre in Western Sydney represents a $500 million investment in advanced logistics technology. This new facility will enhance Amazon's capacity to serve over 80% of the Australian population efficiently. The Robotics Fulfilment Centre will carry an impressive selection of 11 million different products for customer convenience. Collaboration with local educational institutions is crucial for upskilling workers for advanced technology roles.

Takeaways: Over the past twelve months, Bi-Rite has experienced significant growth in membership, demonstrating resilience in a challenging market environment. The ongoing supply chain challenges, particularly affecting TVs and air-conditioning units, have necessitated agile responses from retailers like Bi-Rite. As Bi-Rite prepares for the Christmas sales season, it is crucial to manage inventory constraints while maximizing marketing efforts. The evolution of Bi-Rite's marketing strategies has shifted from traditional print media to more dynamic digital approaches, enhancing customer engagement. Looking ahead to 2022, Bi-Rite aims to implement systems that provide greater resources and information to its store owners, fostering business growth. The unpredictability of supply chains continues to pose challenges, requiring retailers to remain adaptable and responsive to market changes.

Takeaways: Glenda Bailey articulates the significant challenges faced during the lockdowns, emphasizing the importance of maintaining staff support and customer relations. The Melbourne Quarantine Centre project represents a pivotal undertaking for Harvey Norman Commercial Victoria, reflecting their commitment to community health initiatives. Looking ahead to 2022, Glenda Bailey expresses optimism for the construction industry, highlighting ongoing projects and emerging opportunities despite recent difficulties. Glenda's nomination to the Committee of the Materials, Manufacturing and Supply Sector signifies her dedication to influencing industry standards and practices. The integration of remote work during the pandemic presented unique challenges for the team, yet efforts to maintain connections were prioritized through innovative communication strategies. Harvey Norman's Selection Centre is poised to become a key venue for client engagement, showcasing their extensive product offerings and enhancing customer experience post-pandemic.

Takeaways: Rick Hart from Hart & Co reported that COVID-19 had a limited impact on trade in Western Australia, with only minor lockdowns affecting operations. The Hart & Co showroom features unique elements such as polished concrete floors and an impressive laundry lab that highlights their appliance offerings. Despite challenges during the pandemic, there has been a notable increase in consumer spending on home renovations, including kitchen upgrades and new appliances. Rick Hart predicts a buoyant market for the retail industry in the next 12 to 18 months, driven by consumer demand for high-quality products. The showroom's design incorporates industrial aesthetics, featuring brickwork and an eye-catching electric door that enhances the customer experience. Hart & Co aims to host brand partners for exclusive events to showcase their showroom, pending the easing of border restrictions.

Takeaways: Derek Haley has accumulated over 22 years of diverse experience at Electrolux, progressing through various roles. In his new position, he is tasked with establishing a project management office to enhance organizational focus. Electrolux aims to grow and become more relevant to consumers by exploring mergers and acquisitions. The company has made significant strides in sustainability, reducing CO2 emissions by approximately 70% since 2015. Electrolux's new six-star warehouse in Ravenhall is set to be its most energy-efficient facility. The Make It Last campaign is integral to Electrolux's strategy, promoting energy-efficient solutions across its product range.

Takeaways: Rob Sinclair discusses how e&s has adapted its operations amidst the challenges posed by the pandemic, particularly during lockdowns. The importance of effective communication within the team was highlighted, leading to improved operational efficiency during the pandemic. Sinclair anticipates potential challenges for the retail sector as the festive season approaches, particularly regarding inventory and customer access. Despite uncertainties, e&s has prepared robust marketing strategies to maintain momentum during the holiday sales period. The ongoing stock and freight issues are expected to persist well into the next year, impacting the industry significantly. Looking ahead, e&s plans to open new stores modeled after their successful Preston location, aiming to capitalize on the home improvement trend.

Takeaways: Charlie Davey of Leading Edge Group emphasizes the importance of community support for independent retailers during the pandemic, highlighting the need for consistent communication and engagement. The increase in online shopping has significantly impacted regional retailers, with those equipped for online sales outperforming their peers by as much as 40%. Leading Edge Group has implemented a central marketplace to streamline stock information, aiding members in sourcing products more efficiently during supply chain disruptions. As we approach the holiday sales period, retailers face challenges such as stock shortages and the need to secure products early to meet consumer demand. Charlie predicts a surge in consumer enthusiasm for in-store shopping post-lockdown, alongside ongoing challenges related to technology supply chains affecting product availability. The focus for 2022 will be on enhancing member services, improving digital engagement, and navigating the evolving retail landscape to better support independent retailers.

Takeaways: Moochies was conceived to address the anxiety parents face regarding child safety, particularly for preteens. The company's core values emphasize providing peace of mind while ensuring children remain safe during vulnerable years. Moochies distinguishes itself through a strong value proposition, offering affordable smartwatches without compromising on essential features. The upcoming product launch will introduce devices with advanced functionalities, including health monitoring and educational games. Moochies aims to make its products accessible year-round, not just during seasonal sales events. The recent developments in Moochies' offerings reflect a commitment to enhancing user experience for both children and parents.

Takeaways: Hans Vanderstadt emphasized the necessity of adaptability and agility in business operations during the tumultuous COVID-19 lockdowns, particularly in Melbourne. Camberwell Electrics undertook significant technological advancements prior to the pandemic, which facilitated a smoother transition to remote work for their employees. The recent refurbishment of the Camberwell showroom aims to enhance its branding alignment with the BSR Group and Designer Appliances, creating a modern retail environment. Hans detailed the challenges posed by supply chain disruptions and the importance of maintaining clear communication with customers regarding product availability. As the retail landscape evolves, Hans anticipates a shift towards localized shopping habits as consumers increasingly seek convenience and support for their local businesses. Looking ahead, Hans believes that while online shopping will continue to grow, there remains a fundamental human desire for in-person interactions and experiences in retail.

Takeaways: Brian Walker emphasizes that data has become the essential currency for the retail industry, driving strategic decisions and customer engagement. The shift towards mobile and social media commerce signifies a fundamental change in consumer behavior and interaction with brands. Future retail experiences will be increasingly integrated with technologies such as virtual reality, artificial intelligence, and augmented reality, enhancing customer engagement. Creating a robust omnichannel business model requires a strong technological infrastructure and an understanding of customer journeys across all platforms. Retailers must adapt to the new reality of shopping by focusing on time savings and enhancing the customer experience through technology integration. Successful retailers will differentiate themselves by investing in technology and talent to better understand consumer behavior and preferences.

Takeaways: Cameron Douglas reflects on his journey at Videopro, highlighting the evolution from his initial role to CEO. He emphasizes the increased significance of audiovisual technology as a necessity rather than a luxury in modern life. Cameron discusses the challenges facing the retail industry, particularly the need for a focus on customer satisfaction over investment metrics. He anticipates that post-pandemic, businesses will need to prioritize creating exceptional customer experiences to thrive in a competitive landscape. Cameron outlines Videopro's commitment to expanding their e-commerce platform and enhancing customer interactions across all channels. He notes the importance of audio technology in hybrid environments, asserting that effective communication relies heavily on sound quality.

Takeaways: Mick Bunt elaborates on Winning Services' strategic expansion into New Zealand, emphasizing its significance. The new distribution center in Victoria is equipped with advanced facilities, distinguishing it from other locations. Market trends indicate a growing consumer preference for convenience, impacting business operations and strategies. In the coming year, Winning Services aims to enhance service delivery and consumer engagement through innovative approaches. Mick discusses the importance of maintaining strong relationships with established brands, ensuring product longevity and sustainability. The podcast underscores the necessity for retailers to adapt to evolving consumer behaviors in a post-pandemic landscape. Takeaways: The Appliance Retailer Podcast engages industry leaders to discuss the latest retail trends and insights. Rawsons has maintained relevance through adaptability and a commitment to sustainability over its 75-year history. The importance of building long-term relationships with trusted brands is a cornerstone of Rawsons' business strategy. Rawsons emphasizes the significance of offering personalized service to clients navigating their purchasing journey. Innovative approaches during COVID included the establishment of a Miele Partner Centre to enhance customer experience. The podcast underscores the shift towards e-commerce as a vital component of retail strategy in the modern landscape.

Takeaways: Winning Services has expanded into New Zealand, establishing its first distribution center outside Australia, which is located in Auckland. The new distribution center in Victoria, Altona North, features advanced technology and state-of-the-art materials handling systems for improved safety and efficiency. Mick Bunt emphasizes the critical nature of convenience in retail logistics, noting customer demand for faster and easier ordering and delivery. The Auckland distribution center's strategic location enhances service efficiency, enabling effective access to major population centers in the region. Winning Services aims to maintain its high customer satisfaction levels by managing logistics and fulfillment in-house rather than outsourcing. In the next 12 months, Winning Services expects significant growth in its third-party logistics operations, leveraging its recent expansions and partnerships with premium brands.

Takeaways: The pandemic has significantly altered consumer purchasing behavior, leading to a surge in demand for premium appliances due to increased time spent at home. Consumers have shifted their focus towards upgrading their appliances, particularly in the laundry and refrigeration categories, driven by improved technology and features. Fisher & Paykel is investing in digital resources, including videos and tutorials, to enhance consumer understanding of product features and benefits on their website. Upcoming product launches from Fisher & Paykel will emphasize innovative technologies, such as steam care for laundry and variable temperature zones for refrigeration. The online purchasing trend has accelerated, with consumers becoming more comfortable buying appliances without physically interacting with them in stores. Fisher & Paykel is strategically focusing on the building channel and kitchen renovations, recognizing the ongoing growth opportunities in these areas.

Takeaways: The podcast emphasizes the significant surge in home cooking, a trend greatly accelerated by the pandemic, reflecting a consumers' preference for healthier, fresher food options. Waveena Chanalier discusses the importance of multifunctional appliances in modern kitchens, highlighting their convenience and versatility for the home cook. The discussion reveals a shift in consumer mindset towards investing in high-quality appliances, as the longevity and performance of premium brands justify their higher price point. A notable trend identified is the return of black appliances in the market, suggesting a move towards a more premium aesthetic in kitchen design. The podcast underscores the pivotal role of effective marketing and product demonstration in selling premium appliances, as discounting strategies are deemed ineffective. Magimix is set to launch new premium products, including a versatile food processor and a power blender, catering to consumer demands for quality and functionality.

We're joined by George Liakatos, managing director of Jura Australia, as he introduces the Jura Z10 fully automatic coffee machine to the Australian market.Takeaways: The Appliance Retailer Podcast aims to engage with industry leaders, sharing significant insights and trends across the appliance retail landscape. In the past 12 to 18 months, the pandemic has dramatically influenced consumer behavior, particularly regarding appliance purchases. A notable surge in demand for coffee machines has emerged, reflecting changing consumer attitudes towards home coffee consumption. The consideration time for purchasing coffee machines has significantly decreased from two years to just three months since the onset of the pandemic. The upcoming launch of the Z10 coffee machine represents a significant innovation, offering both hot and cold coffee capabilities. The podcast emphasizes the importance of customer support and community engagement during challenging times, highlighting a commitment to service beyond sales.