• Peter Roy, Business Development Director, Natures Menu
• Stephen Turner, Managing Director of Group 55
• Janine Tozer, Owner of Not Just Pets, Bath
• Keith Davenport, Chief Executive of OATA
• Rae Todd, of the Rabbit Welfare Association & Fund
• Ben Windeatt, Senior National Sales Manager, Tetra UK
• Lynda Ward, of recruitment specialists Pet Trade Solutions

To attract more customers into their stores, independent pet retailers need to create a clearer and more unique identity for themselves. That's the view of Peter Roy, Business Development Director of award-winning pet food band Natures Menu.

The past year has been an amazing period for Natures Menu, who won two national industry awards plus two new product awards at PATS. But the raw food specialist is not resting on it laurels as Peter Roy gave his verdict of 2013 and looked forward to 2014.

What have been the successes of 2013?

The pet industry has found some unique selling categories with developments of natural products. Consumers seem increasingly willing to view pet food as a specialist item and will search out brands which offer the best product for their pets' welfare not necessarily the most convenient place to buy it.

What are the challenges still facing the industry?

To create a clearer and more unique identity to drive consumers to independent pet stores, and for the independent stores to embrace the need for online solutions. Pet stores that remain focused on mainstream brands will have their volumes and margins challenged.

What are the opportunities going forwards?

Growth in premium foods of high meat content, grain free and raw. Raw feeding is a huge growth market. In this range complete and nutritionally balanced meals are seeing a 40% increase in sales throughout the UK – for the trade it also offers excellent margin opportunities. On and offline stores that offer a point of difference, with well trained staff, and good content on their website are seeing the biggest % growths in this sector.

What are the reasons for optimism?

Consumers are increasingly inquisitive, both in store and online. They are asking questions of their existing pet food and becoming disillusioned with their existing mainstream range. British niche markets are driving increased margins as consumers look for a more personalised experience of shopping.

Leading small animal charity, the Rabbit Welfare Association & Fund, believes there's a massive sales opportunity for pet retailers who promote the welfare of domestic rabbits.

By selling exercise runs alongside the right size of hutch, shops will not only help rabbits lead healthy lives they will also boost profits, says Rae Todd, of the RWAF.

What have been the successes of 2013?

'A Hutch is Not Enough' - our campaign to dispel the old misconceptions about how rabbits should be kept as pets - has continued to raise awareness of the importance of adequate housing and exercise space, keeping rabbits in pairs or groups, a diet based on hay or grass and everything else that allows domestic rabbits to display their natural behaviours. There is a still a long way to go but we are seeing evidence that knowledge amongst rabbit owners is growing and the myth that they are a cheap and easy child's pet that only need a hutch and a handful of dry food each day is starting to subside.

Another success for the RWAF this year has been the opportunity to work with some fantastic organisations such as Wood Green, PDSA, Blue Cross, Burgess Pet Care and The RSPCA. The main reason for the neglect that domestic rabbits so often suffer is ignorance - many owners simply don't know any better - so the more like-minded organisations we can work with, the more chance we have of making people aware of the facts about rabbits' needs as a species.

The launch of the University of Edinburgh research on muesli proved what we have known for a long time and it generated a lot of opportunities to educate rabbit owners about proper diets.

Our annual Hutch and Run competition saw more great entries and a very worthy and versatile winner from Liberta. We hope that this will lead to an increase in the manufacture of more suitable accommodation along with a shift in marketing by the pet industry. As well as being more suited to rabbits' needs, large, secure enclosures are better business for the pet trade, as is selling rabbits in pairs and stressing the importance of a hay based diet. Knowledgeable owners will be customers for life, regularly purchasing hay and good quality food as well as toys for their rabbits' enclosure.

What are the challenges still facing the industry?

We understand that because of decades of misconceptions about the needs of domestic rabbits, it can be difficult for retailers to convince customers to move from buying a single rabbit and a hutch to investing in a set-up that will not only give their rabbits the life to which they are suited but will also improve the pet keeping experience for the owner. But good welfare is good business, and selling rabbits to live alone and confined to a hutch is neither. The industry needs to be able to provide the right care advice and products to their customers and to take a brave step forward in promoting the right messages and only selling products that allow the rabbits to meet their fundamental needs.

Rescue centres all have minimum re-homing requirements and will usually only re-home in pairs. They spend time educating their adopters about why the correct housing, companionship and diet are so vital and refuse homes where welfare needs are not going to be met. The challenge therefore for retailers is to make these standards consistent across the whole industry. Perhaps retailers can look at the education and sales pitches used by rescues to help with their own. If customers know that retailers are not trying to sell bigger and better products to make more money for themselves but to meet the welfare needs of the animals then they will be more likely to make the right choice.

What are the opportunities going forwards?

The most obvious opportunity is getting rabbits out of hutches and into exercise runs! How many rabbit owners have a hutch but no run? It's a huge sales opportunity for retailers. Charities like ourselves are all saying that rabbits need space to exercise. This should be an easy win for retailers, showing their customers the advice given by trusted welfare organisations and promoting exercise runs as an essential feature of rabbits' accommodation. Rabbits keep different hours than humans so the run should be connected to the living space permanently and be predator-proof. So there is a huge untapped market not just in exercise runs but in systems to join the hutch and run and toys and hidey holes to be placed in this larger enclosure. We are amazed that more pet retailers are not plucking this low hanging fruit!

What are the reasons for optimisim?

The launch of The RSPCA/Bristol research and the start of a stakeholder working group so that organisations across all areas of the industry from retailer to rescue can work together is a great start. We are really excited about this and are looking forward to being involved in this process, which we hope is the start of the 'rabbit revolution'.

From the huge amount of postings on our social network pages we are seeing an huge upsurge in knowledgeable, welfare conscious owners, many of whom will currently look anywhere but a pet shop to buy and extend their accommodation. Instead they will convert sheds or build their own. If pet shops can meet the demand of this growing number of rabbit-savvy owners, whilst at the same time taking time to provide the right information and products to less knowledgeable owners, then welfare standards for domestic rabbits will improve greatly, as will the retailer's profits! 

Stephen Turner, Managing Director of Group 55, has urged pet retailers to use their specialist knowledge and turn their stores into destination centres where animal lovers can find all the advice and products they need.

What have been the successes of 2013?

Animology has continued to make good progress internationally and we have opened many new territories in 2013. New product development such as our Animology vitamins and supplements and the award winning Animology Fox Poo shampoo have also helped us consolidate and build on our achievements in more established markets. Domestically in the UK our Strikeback line of household flea control products have performed above expectation – we suspect this is a largely due to retailers gaining more trust in the Group55 brands as a whole, not just Animology.

What are the challenges still facing the industry?

The use of the word ‘still’ is fascinating. The biggest threat to the independent retailer is ‘still’ from grocers, national retailers and online but so established now is this threat that it is no longer news, it is simply the market place we all operate in. However, the pet category is becoming more important to an increasing number of national retailers able to provide outlets that are convenient, modern, well merchandised and, most threateningly, competitive. The position of the incumbent grocers, national retailers and online will come under threat like never before in the next couple of years and this is the biggest challenge for the entire pet industry. Just as the market is showing signs of slowing here and in the USA, competition is set to increase on an unprecedented scale. Independent retailers and small to medium product distributors alike will be squeezed in the face of this increased competition, driven largely by own label products and offerings from power brands vying to maintain their market position.

What are the opportunities going forwards?

Creative marketing opportunities are greater than ever before and they need not cost very much at all. Using such innovation to drive business awareness and loyalty is the biggest opportunity for all retailers. The independent’s ‘joker up the sleeve’ is that the UK has a world leading knowledge base working within our independent pet stores, advising pet owners on all matters relating to pet care – this should be exploited to the fullest. The key opportunity is simply to secure a loyal and growing customer base. Once a retailer becomes a destination retailer the threat of neighbouring businesses – big and small – becomes far less a consideration.

What are the reasons for optimisim?

It is very rare for a good business to fail. Far too much time and energy can be wasted on worrying about competition. A modern pet store owner can engage with their customer more directly than every before and offer products equal to or better than the competition at competitive prices. The pet industry is full of opportunity and the smart businesses are grabbing it.

The quality of products being produced by UK manufacturers of pet food and accessories has never been better, and should give the industry confidence for the future, according to recruitment expert Lynda Ward. And with more high calibre people being retained by leading companies, 2014 could turn out to be a tremendous year for business...

What have been the successes of 2013? 

PATS has been a huge and well deserved success, bringing the trade together once more. A clutch of new independent pet stores opening is heartening, and finally, the quality of pet products has continued to increase – perhaps necessarily due to the public's more discerning approach in these cost-conscious times.

What are the challenges still facing the industry? 

This depends very much on one's perspective – for example, in the food sector, branded vs own-label will continue to be an issue.  Also in the food sector, ingredients availability will become an increasing problem with research on new ingredients a must.

What are the opportunities going forwards? 

The number one opportunity for manufacturers has to be export, and for retailers, they must be able to capitalise on social media to drive people into their shops.

What are the reasons for optimisim?  

New companies and new products coming into the trade and the fact that the pet trade still has people and companies with the will and ingenuity to stay successful even through difficult times.

The keys to ensuring growth in the aquatics trade are attracting new people to fishkeeping and then helping them to stay interested. That's the view of Ben Windeatt, Senior National Sales Manager, Tetra UK, who reveals his thoughts for the industry in 2014.

What have been the successes of 2013?

2013 was a positive year in many ways for aquatics. AQUA 2013 was a great success for Tetra and the aquatics trade. We saw revived enthusiasm from manufacturers, wholesalers and retailers, offering some innovative new products for a wide range of customers.

We have seen some specialist areas start to show strong growth including planted aquariums and aquascaping. This has inspired a number of retailers to commit whole areas of their shops to display beautiful aquariums that will inspire new and existing customers to take up the idea. Themed starter aquariums have also been very popular in 2013 and driven revenue with retailers that have featured them strongly and displayed them well, encouraging new consumers into the hobby.

We have also seen the continued growth and investment in ecommerce.  While traditional retailers see this as an issue it does present opportunities for the whole industry if approached in the right way.

What are the challenges still facing the industry?

The growth of e-commerce trading means the industry has a tendency to compete heavily on price. This is an issue not exclusive to the aquatics industry so there is a lot of value in looking at other markets and getting ideas on how aquatics can compete in-store. It does present major opportunities for stores to reach up the value chain offering excellent customer service, expertise and packages of products focused at particular target audiences.   

While the 2013 summer turned out well it came very late. As a result we’ve seen the continued decline in the pond sector.  Indoor aquatics generally has also showed decline.  The increase in private labels has driven devaluation in categories, especially pond and we’ve seen poorer quality fish foods enter the market which give poor results, making good fish keeping more difficult and encouraging increased drop-out from hobbyists.


What are the opportunities going forward?

There is significant advantage in focusing on new entrants to the industry – attracting them into the hobby and helping them stay by selling them inspiring and high quality products that do the job they promise. Themed and designer aquariums are a great way of drawing attention in-store and new customers into aquarium-keeping. There are some great new aquariums on the market that offer a package suitable for beginners and look great. This includes tanks for the children. Selling high quality foods and treatments with these products is the key to helping these customers get the best results and stay in the hobby.

Social media offers the industry and great way of connecting and interacting with customers. Linked to an in-store presence this is a powerful tool for driving traffic and creating your own local community. 

Effective merchandising and POS never go out of fashion. Creating attractive and inspiring in-store theatre will enhance the consumer experience and encourage purchase whatever level of aquatics-keeper you’re trying to appeal to.

There are significant wins to be gained by focusing on the specialist and premium trends, such as aquascaping and marine. Aimed at the right type of customer there are opportunities here to increase the value of your customers’ shopping baskets. Lifestyle trends also present a great way of drawing in new customers and increasing the value of their purchases.  These are consumers that own an aquarium to enhance the look and decoration in their homes. This means inspiring them with great looking displays that give them ideas about how they can use an aquarium to improve the look of their décor.

What are the reasons for optimism?

There are many reasons for optimism but it means playing the market right and focusing your attention in specific areas. The UK is now experiencing economic green shoots of recovery which is improving consumer confidence and this will translate into improved levels of confidence from manufacturers which should result in a growth in new product development. The housing market is also showing signs of picking up which means there will be the potential for new aquariums and ponds as people move house and redecorate.

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

Even an award-winning pet store like Not Just Pets in Bath has a battle on its hands during challenging economic times but it consistently finds ways to stay successful. Here's what owner Janine Tozer has to say about winning the battle for customers...

What have been the successes of 2013?

The successes this year for us have been all our awards – PetQuip, National Pet Month and meeting Theo Paphitis at the #SBS Winners Event in 2013 – plus, surviving!

What are the challenges still facing the industry?

The challenges are definitely online retailers and all the other supermarket and department stores such as John Lewis, Tesco, Poundstretcher, Amazon and the like, taking on pet product and pet food ranges. There are many manufacturers whom independent retailers supported when they started out and who promised never to go into supermarkets and have sadly backtracked on those promises and have forgotten who helped to get them to their current level of success.

What are the opportunities going forwards?

Opportunities going forward include really good support from high quality food manufacturers providing excellent nutrition for pets and who won't sell to all and sundry, including the likes of Gentle, Pure, Canagan, etc. Combining services with vets, groomers, etc in-house can all help to lift the profile and establish the independent pet retailer as part of the local community.

Getting involved and communicating with other local businesses and organisations and collaborating is another way of winning the battle. Concentrating on excellent customer service is key and providing a destination and shopping experience for customers. Making good use of social media such as Twitter, Facebook and Pinterest - these can all provide new avenues of revenue and attract new customers. Another opportunity is joining up with MyHigh.st, a virtual local high street for customers and using the 'click and collect' concept on websites. 

What are the reasons for optimisim?

The economy is said to be on the turn again so hopefully people will have more money in their pockets and will go back to spending more on their pets again, including those extra accessories and treats and bigger set-ups and aquariums. It will be a while coming, possibly, but if we can provide the products and the service, hopefully customers will keep coming back. 

The Ornamental Aquatic Trade Association has warned the aquatic industry to beware of pressure groups seeking a ban on the sale of all non-domesticated pets, including ornamental fish. 

Chief Executive Keith Davenport said: "These organisations often have big marketing budgets – way in excess of OATA’s annual budget – and they’ve already having some success."

Here Keith reviews 2013 and then looks forward to the year ahead.

What have been the successes of 2013?

OATA has fought a number of battles this year where we can at least say we’ve won some battles if not the whole war. We managed to save some aquatic plants – including the oxygenator Lagarosiphon major, water hyacinth and water lettuce - from being banned by DEFRA when it announced five other plants can no longer be sold from April 2014. Saving these plants ensured continued retail sales of several million pounds.

We managed to secure a reprieve for barley straw products that would have had to come off the shelves due to the new Biocides Regulation. We’ve also saved the industry hundreds of thousands of pounds by challenging AHVLA over its border inspection charges – which are put on all shipments of fish coming into our airports. And we’ve worked closely with the Fish Health Inspectorate during its review of the Import of Live Fish Act which should safeguard the future trade of species such as sturgeon.

What are the challenges still facing the industry?

A big challenge is tackling the issue of non-native species. As an industry we bring into the country a huge number of plants and animals that aren’t native to our shores and could cause problems to our countryside if they’re released. Anyone involved in the industry – whether its dry goods manufacturers to retailers on the High Street – have a role to play in educating customers about the dangers of inadvertently releasing things into the wild. There’s legislation coming out of Europe about this which could stop the trade in certain species – and that means no more goods or fish to sell to customers. Needless to say we’re lobbying to make sure the industry has a voice in what’s happening.

Another growing challenge is coming from pressure groups which want a ban on the sale of all non-domesticated pets – and that includes ornamental fish. These organisations often have big marketing budgets – way in excess of OATA’s annual budget – and they’ve already having some success. OATA is a tiny organisation up against some big players so we really need all the support we can get from the industry – particularly by joining us as members.

What are the opportunities going forwards?

We can’t be the only people to have noticed a more optimistic note in recent news stories about the state of the economy which is good to hear. And it’s great to see the number of stories in magazines and on the TV at the moment about building garden ponds. We see Charlie Dimmock is talking about just this on the Great British Garden Revival on BBC2 (January 9) so there are opportunities for canny retailers and pond consultants to capitalise on this sort of coverage.

What are the reasons for optimism?

One of the things that really stood out at the AQUA show in October was number of people visiting our stand because they were setting up new shops. It was particularly good to hear that people see a future in investing in bricks and mortar aquatic businesses and it was definitely gratifying that they saw the benefits of joining OATA. Like all industries, we need to adapt to changing times but there’s still nothing quite like seeing beautiful fish, corals and plants in good aquarium settings to inspire the consumer.  

The owner of a pet shop that has been open for business in Farnborough, Hampshire, for more than 40 years, has announced it will be closing down due to stiff competition in the town.

Pets Quest, in Lynchford Road, will be closing its doors to the public once all stock has been sold off.

The family-run business has been in North Camp for more than 40 years and the current manager, Kathia Underwood has worked at the shop for 19 years.

She said: “I have grown up in the business. I started working here when I was at the end of my time at school, so I have been here a long time.

“I don't know what I’m going to do and we don’t have a plan for how we will move on, but it has to be done, you can’t get too sentimental over a business.

“We would like to say a big thank you to all our customers who have supported us throughout the years.”

Jan MacGregor, Kathia’s mother, co-owns the business after joining in 2004.

A Pets at Home store opened in the Solarton Retail park in Farnborough in 2009.

Jan aid: “We are quite upset about it, this is the third pet shop in the area to close down in the last five years because of competition. It’s just not profitable any more, it’s quite sad really.”

Trade organisation PetQuip has announced its diary of events for 2014, including organising exhibitor groups for Global Pet Expo in Orlando in March and Interzoo in Nuremberg in May.


Wed 26 Feb

PetQuip Interzoo Briefing at the PetQuip offices in  Kent

British group exhibitors/members have thevopportunity to learn more about Interzoo and about the European pet market and receive information to help prepare for the show. It is hoped that this event will combine with a ‘Meet the Buyers’ opportunity during the afternoon. Full details will be announced soon.

Wed 12 to Fri 14 Mar

Global Pet Expo, Orlando, USA

PetQuip British exhibitor group; grants available for eligible exhibitors under UKTI’s TAP Scheme.

Tue 18 to Wed 19 Mar

PATS Sandown

PetQuip information stand and launch of the PetQuip Awards.             

Thu 29 May to Sun 1 Jun

Interzoo, Nuremberg, Germany

PetQuip British exhibitor group and UK pet industry information stand; grants available for eligible exhibitors under UKTI’s TAP Scheme.

Mon 30 Jun

Deadline for entries and nominations into the PetQuip Awards     

Early Bird discounted ticket booking deadline for the Awards. Tickets can still be booked after this date but will be at the full rate.

Sun 14 Sep 

The PetQuip Awards Dinner and Party at PATS. PetQuip information stand at PATS Harrogate.

Sun 14 to Tue 16 Sep

Glee, Birmingham, UK

Organisation and manning of International Buyers’ Centre.

Wed 3 Dec

Gardenex & PetQuip Festive Open Day at The White House

(For more information on any of the above events visit the PetQuip website)

The British Veterinary Association has welcomed the Scottish Government consultation on the compulsory microchipping of all dogs in Scotland.

As a member of the Microchipping Alliance, the BVA has been working with many dog welfare organisations and others to promote compulsory microchipping as a positive dog welfare measure across the whole of the UK.

Microchipping of all dogs is already a legal requirement in Northern Ireland and will become a requirement in Wales in 2015 and in England in 2016.

The consultation, launched by Cabinet Secretary Richard Lochhead on 27 December, also asks for views on dog licensing and compulsory muzzling of dogs in public areas – measures that BVA has not supported.

Commenting, BVA President Robin Hargreaves, said: “BVA has long supported the compulsory microchipping of all dogs as a significant welfare measure and so we are delighted that the Scottish Government has launched this consultation.

“Every vet in practice will tell you what a highlight it is to be able to reunite a lost dog and its owner quickly and easily. The more dogs that are microchipped, with correct details on the database, the easier that process becomes meaning fewer dogs sent to kennels and charities.”

Ronnie Soutar, President of BVA Scottish Branch, said: “Microchipping is a safe, effective and permanent way to link dogs with their owners and it is an essential part of responsible ownership. It is a small cost in terms of dog ownership with veterinary practices in Scotland offering microchipping at a very reasonable price or at a discount or free as part of a practice promotion.

“It is important to remember that microchips are only as useful as the information held on the database and so we must work together with the Scottish Government to ensure that dog owners understand the importance of keeping this information up to date.”

On compulsory muzzling Mr Hargreaves added: “We have some serious reservations about the call for all dogs, or dogs of a specific breed, to be muzzled in public areas.

“Under the Animal Health and Welfare (Scotland) Act dogs are afforded the right to exhibit normal behaviour which could be compromised by the requirement to wear a muzzle at all times outside of the home. We hope that respondents to the consultation reject this idea.”

BVA will be consulting members to respond in full to the consultation.

Global pet product expert PetSafe has announced two new appointments in key growth regions, Asia and Europe.

Nicolas Klein, founder of French-based service provider Neo Sarl, joins the PetSafe Germany team as international business manager. Bringing with him a wide range of skills and expertise, he will focus on extending PetSafe’s client base within the Northern European market.

Meanwhile in Asia, sales manager Shigekatsu Tanaki joins the PetSafe Japan team. He will be tasked with further strengthening relationships in Japan - already the world’s second largest market for pet products.

Vice President of PetSafe International, Brad van der Veen comments: “We are delighted to welcome both Nicolas and Shigekatsu to the team. I’m very confident that their appointments will help PetSafe identify the specific needs of local markets and contribute to our organisation’s global plans and vision.” 

LitterLocker, an innovative system offering a convenient and hygienic way of dealing with soiled cat litter, is now on Facebook at www.facebook.com/litterlocker2 

The LitterLocker offers retailers a fantastic incremental and repeat sales opportunity and is being extensively supported with a range of marketing and promotional activity.

As well as a recently launched website and the new Facebook page LitterLocker is being promoted through the main consumer pet and cat magazines, both in print and online.

LitterLocker is also being extensively promoted through cat clubs and social media. A range of in-store point of sale including free-standing display units, shelf edgers and consumer leaflets are also available.

For more information call 0115 982 3900 or e-mail info@petproducts.co.uk

Nominations for dogs that have truly earned the title of man’s best friend are being sought by the Kennel Club for its annual Friends for Life competition being held at Crufts in March.

The dog hero competition, Friends for Life, will take place at the NEC in Birmingham on March 9. It celebrates heart-warming stories of friendship in adversity, where dogs have changed the lives of their owners through bravery, support or companionship.

The Kennel Club wants to hear from people who feel that their life, or the life of somebody that they know, has been changed dramatically by their dog, whether a companion dog, service dog, assistance dog or an all-round dog hero. The deadline for nominations is January 19 and the dogs will be chosen from a shortlist by the general public.

Last year the competition was won by Owen Howkins and his three-legged Anatolian Shepherd dog, Haatchi. Owen has a rare genetic condition called Schwartz Jampel Syndorome, which causes his muscles to be permanently tense and has left him in a wheelchair, but his rescue dog companion Haatchi, who lost a leg after being cruelly tied to a railway line, taught him how to overcome adversity.

Caroline Kisko, Kennel Club spokesperson, said: “Friends for Life celebrates those dogs which quietly go about changing people’s lives in their own unique and special way. There is rarely a dry eye in the house during the competition and we are looking forward to hearing from those people who want to thank their dog for changing their lives forever, by recognising them on the world’s greatest dog stage.

“Friends for Life is just one aspect of Crufts that celebrates the diverse role that dogs play in society and the way that they enrich our lives.”

To nominate a dog, please email details of why you think the dog should win the award to Andrea Peters at andrea.peters@thekennelclub.org.uk, fill in the form at https://www.surveymonkey.com/s/ffl2014 or write to Andrea Peters, The Kennel Club, 1-5 Clarges Street, Piccadilly, London W1J 8AB.

To watch footage of the 2013 Friends for Life finalists, please visit www.crufts.org.uk/friendsforlife2014.

When Luke Fines realised his ambition to capitalise on the growing trend for keeping reptiles and spiders as pets by opening a retail outlet called Reptasia, he turned to an EPoS solutions provider with decades of experience in developing specialist retail software.

“I started with a blank slate,” explains Fines.  “As a new business, I had a lot to think about and needed to know I had an experienced technology provider behind me.  SPEDI came with a personal recommendation and gave me real comfort by offering me support 12 hours a day, 364 days a year.”

When it came to proposing the ideal hardware platform for the new business, SPEDI turned to its long-term partner J2 Retail Systems (now trading as AURES Technologies UK Limited) and proposed J2’s latest EPoS terminal, the J2 625. 

“This new model offers the latest technology, high performance and reliability, all at good value for money,” explains SPEDI managing director, David Mendus. “It requires little or no maintenance, which is important to a young business watching its costs.”  The spill-proof and dust-proof J2 625 comes with an easy-clean screen, ideal in this hygiene-conscious environment.

System performance and reliability on the new EPoS solution has been good. The team of four staff have found the touchscreen-based terminal easy and accurate to use, whether changing prices and product details or ringing up sales using product-defined hotkeys. 

Customer loyalty is also managed as part of the SPEDI solution. “We have a lot of repeat business,” says Luke Fines.   “We have already registered 330 loyalty accounts for customers who buy a lot or buy regularly.”

For an owner-managed start-up business, management information is critical and Fines relies upon the reports his EPoS solution generates. “I use all the Financials reports and have just completed my first VAT return.  That was brilliant; the system automated everything.”   He analyses sales by time period so he can fine-tune his opening hours and staff presence.  He also uses the system-generated weekly sales reports to guide his order placement.

“Thanks to my EPoS system, I know my best and worst sellers, when I am running over and under stock and where I achieve high and low margins.  All this really enables me to understand my business, which is critical for a start-up.  I’ve done the right thing by investing in technology from the outset.”

 “Our business has exceeded all expectations in its first 6 months,” concludes Luke Fines.  “In the beginning we were selling tortoises like there was no tomorrow.  We then sold a lot of chameleons but, overall, our most popular line has been royal pythons (with prices ranging from £60 to £3,000!). 

He observes that the success of the reptile industry is something of a secret.  “Reptiles are the biggest pet industry in the UK.  By 2015, more reptiles will be kept as pets than dogs and cats!”

A former senior executive with retail giants Tesco and New Look is launching a new venture as a pet bereavement counsellor.

Businesswoman Tracey Peters says there is a gap in the market that desperately needs filling and has set up Dorset-based Pets Past and Present to do just that.

Tracey said: “There are numerous services to help people when they lose a loved one. But it has dawned on me that actually there is very little in the way of help and support when pets die.

“I have been training as a bereavement counsellor for five years and I have worked with many different client groups, and it just struck me that there didn’t seem to be anything much for people grieving over their pets.

“As an animal lover and someone who has had pets all her life, I thought that was a bit odd and that it was something that really needed addressing."

One experience in particular was key in her decision to establish the service, she said.

“I was counselling an elderly gentleman with cancer and we spent the first three sessions talking about nothing but his cat.

“So I went to see if I could find him some specialist support and I realised there really wasn’t any.”

Tracey added: “If you think about it, anyone who has a pet probably has to face up to the prospect of losing them at some stage and that can be absolutely devastating.”

Tracey is currently working with the College of Animal Welfare to develop a course for veterinary nurses.

The name Pets Past and Present has been deliberately chosen to reflect how animals remain part of their owners’ lives, even after they have passed.

Tracey’s career includes being second in command in human resources at New Look and a personnel manager at Tesco.

She has also worked for Reuters and still runs an HR business consultancy advising among others, the NHS.

For more information, visit petspastandpresent.co.uk or facebook.com/petspastpresent

The two dogs – Gambit and Castiel – are pets she and her husband have owned for three years.

The court heard that Daniella Stokes, 21, was walking down an alleyway in Honeysuckle View when she saw the two large dogs running towards her. They jumped up at her and one bit her hand.

Tina Hay, defending, said: “Emma Nicholson has owned these dogs for three years. The incident was short-lived, the dogs were missing from home for 10 minutes.”

Speaking after the hearing, Mrs Nicholson, who was fined a total of £245 and must pay compensation of £500, said she was ‘astounded’ that the dogs had been accused of jumping up at someone.

Magistrates ordered Gambit be muzzled and kept on a lead and Mastiff Great Dane cross Castiel be kept under proper control.