The Natural Pet Pantry, who won this year's Retailer of the Year prize at the Pet Industry Awards, reveals the secret behind the company's rise to stardom.

The Gosport-based business prides itself on being a natural health pet shop with the aim of helping all its customers to choose the correct food and products for their animals.

Owner Kelly Newbold took time out of her busy schedule to speak exclusively to Pet Trade Xtra about how the Natural Pet Pantry has made such an impact.

What is the secret of your success?

We believe our success has been down to knowing our products inside and out and knowing what's best for dogs. We understand that every dog is different and we treat every single customer like they are our only customer. We have built respect and friendship purely by being honest with our customers.

So what makes you such a good retailer?

The very fact that we are so honest. If we think the dog or cat needs something we do not sell, we either order it in or we tell the customer where to find it. As the owner and the qualified nutritionist I put the health and wellbeing of any animal that comes into the shop before profit and selling. We solve the problems that people have with their dogs. Many people come into the shop with their dogs that are suffering from a bad diet and have all the affects that go with it. Nine times out of 10 we solve their problems within a few weeks and this amazes people – they have probably spent a lot of money at the vet's and got nowhere. 

How do you keep your customers loyal to you?

Just by being honest and doing a good job. We keep prices low, we do not get greedy and we work very hard and very long hours.

How many people are employed in the business?

There are three of us. Myself and my mother Denise opened the shop 18 months ago after I finished studying. Gemma Thompson, who was one of our customers, is now part of the team.

Are you all animal experts?

I'm the only expert in nutrition but Denise and Gemma are still learning. All three of us are animal lovers and we have had pets all our lives. Mum and I have a Shih-Tzu each - they are called Baxter and Harley.  Gemma has a beagle called Bailey.

What piece of advice would you give to other pet retailers?

That’s a hard one really because I'm a great believer in the fact you never stop learning. As long as you work hard, do your best and don't get greedy then hopefully your customers will notice it and be thankful.

How have you managed to overcome difficult trading conditions?

By keeping prices low and getting what people need.

How do you connect with your customers?

We hold a lot of event days which our customers love – the next one is a Lily's Kitchen tasting day. We work very hard on keeping on top of new products and products that suit our shop. We take customer feed back. It's all about knowing your product. 

For more information visit www.thenaturalpetpantry.co.uk

Below the winning team of Gemma Thompson, Denise Newbold and Kelly Newbold.

Welfare campaigners are winning the battle for better care of dogs but there is still a lot of work to be done, claims a top vet.

In his presidential address to the British Veterinary Association’s annual congress in Liverpool, Carl Padgett said his organization had worked hard to put dog welfare at the forefront of the pet community’s mind.

“On dog breeding, microchipping, dangerous dogs legislation, and dog welfare more generally the BVA have been at the forefront of discussions in Westminster.

“Each part of the UK is progressing at different speeds and it’s a juggling act to keep on top of the myriad consultations and debates. But dogs are not just something we talk about; we also seek to find practical solutions.

“In March the BVA and Kennel Club’s Canine Health Schemes launched the Syringomyelia scheme at Crufts – a screening programme to reduce and ultimately eradicate the terrible disease that provided the enduring images of suffering in 2008’s Pedigree Dogs Exposed.

“And in April we supported the Animal Welfare Foundation and RSPCA’s Puppy Contract and Puppy Information Pack – designed to give puppy purchasers the tools they need to ensure they are buying a healthy, happy dog.

“There’s always more to be done but we were proud to be recognised by the Associate Parliamentary Group on Animal Welfare as one of five ‘key leaders in acting on dog breeding’ and we will continue to work with APGAW and the many stakeholders in the canine world to ensure the best outcome for dogs and their owners.”

An Australian teenager had a lucky escape after being bitten by the world's most venomous snake.

The 17-year-old walked into a hospital in the small town of Kurri Kurri, north of Sydney, on Wednesday afternoon with a bite to his left hand.

According to reports, his friend was carrying a plastic tub containing the snake responsible, which was later identified as the toxic inland taipan.

Also known as the fierce snake due to the strength of its venom - one drop of which is enough to kill 100 adult men - the inland taipan typically lives in central Australia's arid deserts and is not normally seen on the coast.

Detectives are investigating how he came into contact with the desert reptile amid speculation it could have been an illegal pet.

"The youth ... is reported to be in a stable condition," police said in a statement.

"We're now attempting to establish how the youth came to be bitten, and hope to speak to the young man once he is considered well enough."

According to doctors, the boy's rapid treatment with anti-venom had been crucial to his survival, as inland taipan venom can kill someone in as little as 45 minutes.

African Pygmy Hedgehogs are proving to be a big hit with visitors to the pet department of a prestigious garden centre.

The pet team at Baytree Garden Centre near Spalding in Lincolnshire were unsure whether they could sell these trendy pets at £125 each.

But all six hedgehogs in the store were sold within a fortnight, prompting staff to order more in.

Pet Trade Xtra spotted the hedgehogs while judging for The Greatest Pet and Aquatics Sales team as part of The Greatest awards run by sister title Garden Trade News.

Dates have been announced for a UK-wide event dedicated to the British public and their pets.

The Pet Show 2013 will take place at Stoneleigh Park, Warwickshire from July 20-21 and has already drawn strong interest from a wide range of UK and international suppliers.

With the aim of attracting more than 20,000 visitors over the course of the two days, sponsors confirmed include Royal Canin and James Wellbeloved, and the event will also include The Dog Agility British Open 2013 Grand Finals.

The Pet Show's event director, Ian Sear said: “We're excited about the 2013 show. To have such a large number of companies already confirming their space puts us in a great position for building the rest of the show over the coming months.

“This is a great opportunity to be part of this unique event.

“With more varieties of animals, exhibitors and displays than any other multi pet related show in the UK, it's certainly not one to be missed. We've also ensured that there will be no wasted space with exhibition and demonstration space both indoors and outdoors covering more than 21,000 square metres,” added Ian.

More details about The Pet Show 2013 will be announced in the coming months. To find out more about it call Carly Jackson on 01625 413081 or email carly@thepetshow.co.uk

Natural pet treat company Hollings Ltd has revamped its website.

You can find out more about the company's range of over 100 lines of natural treats, along with its selection of dog and small animal feeds by visiting www.hollings.uk.com

On the website there are images of the company's product range, contact information, and a news page to keep you up to date with all the latest news from the business.

Two new products made in Italy are set to find a big following from dog owners eager to keep their cars clean of mud and dirt after a walk in the countryside.

Italian company TDS has introduced the products into the pet care market – the  Sansone pet mat and Sansone Bowl.

Sansone pet mat is super absorbent and waterproof and protects car seats, sofas, and carpets. It has an adhesive backing to keep the mat in place, but can easily be removed and replaced – the adhesion does not mark the boot lining or flooring. It is also hygienic, being non-toxic, immune to attack by mould, bacteria and liquids.

The mat can be washed and reused several times and at the end of use, it can be recycled. It is soft, flexible and warm in winter, cool in summer, and can be used in the boot of the car to protect the interior when transporting pets.

The Sansone Bowl Sansone Bowl is a bespoke sized car mat which fits in the boot, and with upturned edges (hence the bowl name) the mat is waterproof, and does not let liquids leak into the car. Is is available in different sizes to match most makes of car. The mat can be personalized with a company logo (as displayed).

Both products are being marketed in the UK by Chesterfield company Verotapes. For more information visit www.verotapes.com

Caroline Gillespie and Emily Jeanes (above) are the joint winners of the Harry Steele-Bodger Memorial Scholarship travel award for 2012. The announcement came during the Awards Ceremony at the British Veterinary Association’s Annual Congress in Liverpool.

Caroline Gillespie, who is just starting her final year at the University of Cambridge Veterinary School, undertook a study in Oakdale, California, during July, which focused on investigating whether the extraordinary forces placed on the limbs of the western performance horse significantly impact their predisposition to injury type and severity and, as such, present a welfare issue to those animals. 

On receiving the award Caroline (pictured below) said “I was delighted to receive the Harry Steele-Bodger Award as it has enabled me to take a fantastic opportunity. I was excited to be able to experience equine medicine in the USA and explore my project idea which I would otherwise have found difficult to do. I am extremely grateful to the BVA and the Trustees of the Harry Steele-Bodger Fund.”

The grant also helped Emily Jeanes, who is about to embark on her final year at the University of Liverpool Veterinary School, to visit Sri Lanka during the summer to carry out a project investigating the zoonotic risk posed by Toxocara canis infection in dogs. Her research took place at the Dogstar Foundation in Kegalle.  Approximately 20% of children in Sri Lanka are seropositive for Toxocara canis.

Emily, who hopes her project will raise awareness of the risks and the ways in which the parasite can be controlled, commented: "I was completely over the moon when I received the Harry-Steele Bodger Award. The funding meant such a lot to me, and without it I would have really struggled to finance my project. I am so grateful to the BVA and the Harry Steele-Bodger Trustees for their help and support."

Tetra has launched its new Medica range offering eight simple and effective treatments for aquarium fish.

These include Tetra Goldfish GoldMed, Medica GeneralTonic, Medica TremaEx, Medica Lifeguard, Medica HexaEx, Medica FungiStop, Medica Contralck and Medica CestoNemaEx. 

Rena Wiethaupt, Product Manager for Tetra UK comments: “Fish treatments are generally distress purchases which offer retailers the chance to show their expertise by advising fishkeepers how to take the best possible care of their fish. 

"By offering a full range of treatments, retailers can guide customers to the most suitable products and the Tetra care sheets, that are available to retailers to provide additional information, will give them all the support they need. 

"Tetra Goldfish GoldMed and GeneralTonic are products that can also be recommended by retailers as a 'just in case' solution to keep at home in case of any problems.” 

Tetra Goldfish GoldMed is a simple and effective, fast acting remedy for the most common goldfish diseases including fungal, parasitic and bacterial infections.  It is easy to use and comes in a 100ml bottle, sufficient for treating 400 litres of water.

Tetra Medica GeneralTonic is a simple and effective, fast acting remedy for tropical fish diseases.  It is an all-round general tonic that treats the most common fish diseases.  It is easy to use, has a broad impact and comes in a 100ml bottle, sufficient to treat 400 litres of water.

Tetra MedicaTremaEx is a specific remedy to help cure fish who are suffering from illnesses caused by ectoparasitic trematodes, more commonly known as skin flukes and gill flukes.  The symptoms include signs of rapid or distorted breathing, the fish rubbing against the tank or equipment, excessive mucus production, dull and cloudy mucous membranes, and skin reddening and inflammation. 

Tetra Medica Lifeguard: In the event that a fish suffers from an undiagnosed illness, you can recommend Tetra Medica LifeGuard which will cure the most common diseases to affect fish.  It comes in two sizes; 10 tables, sufficient for 60 litres of water or 30 tablets, sufficient for treating 180 litres of water.

Tetra Media HexaEx: This is highly effective against illness caused by endoparasitic flagellets such as Hexamita.  It comes in a 20ml bottle, sufficient to treat 400 litres of water.  Fish with endoparasitic flagellets appear withdrawn, may change colour, show signs of weight loss or may have slimy, gel-like faeces.

Tetra Medica FungiStop: In the event that a fish suffers from an illness caused by fungus or external bacterial infections you can recommend Tetra Medica FungiStop.  It is highly effectives against fish fungus, external bacterial infections and in treating wounds.

Tetra Medica Contralck: This product has been designed to treat the most common parasitic infections including white spot and skin and gill parasites, such as Trichodina and Cholodonella.

Tetra Medica CestoNemaEx: This product effectively treats illness caused by nematodes, cestodes or lernea (anchor worm).  It is highly effective against tapeworms and small parasitic crustaceans.

For further information contact Tetra on 023 80 60 60 70 or go to www.tetra.net