FORECOURT TRADER OF THE YEAR 2015

28 September, 2015
WINNER: Gloucester Services (Northbound) Brookthorpe Gloucester
Page 55 

Gloucester Services was built by Westmorland Ltd, a Cumbrian-based, family-run company dedicated to local food, farming and the surrounding community. It has sites on the M6 in Cumbria Tebay Services, north and southbound; Junction 38 Services; and the Rheghed Centre.

Gloucester Services is the antithesis of a traditional motorway services area. There is no clutter of major coffee or foodservice brands clamouring for your attention; there is no piped music. There is space, there is calm, there are scenic views. There is a farm shop, a butchers, a cheesemonger; there are freshly made scones and elderflower cordial; a mouthwatering menu of 'home-cooked' options to sit and eat as you look out at the countryside scenes and fountain of flowing water. There are dry-stone walls and wooden beams and a meadow on the forecourt roof! This is something really special, such that it is becoming a destination for thousands of motorists and commercial drivers as they drive along the M5 motorway.

Gloucester Services has two main aims to make local, quality food accessible and affordable to everyone on the move; and to inject vital investment back into the surrounding community thanks to a unique partnership with Gloucestershire Gateway Trust. It donates a percentage of its revenue to the Trust, and by so doing provides regular income to its most local communities. But ultimately Gloucester Services is a a service station designed to meet the needs of many different visitors from locals, coach tours and lorry drivers to holiday makers. The petrol forecourt is a simple building featuring dry-stone walling and a 60m-long canopy covered in a wildflower meadow. It has 14 standard pumps and three HGV positions there are also several elecric charging points in the car park.

The pump islands are set at an echelon angle to improve access for motorists towing caravans or trailers; wider aisles are also provided.

The 220sq m forecourt shop offers a broad range of products and services, including a serve-over food and drinks counter, and a variety of freshly baked cakes and sandwiches made on site.

Designed to feel like an oasis on the motorway, Gloucester Services ticks all the boxes.


best car care and lubricants outlet

Winner
Nick Fraser
Awards host Alexander Armstrong (left) and Graham Tissiman, sales and marketing manager of the Convenience Distribution Group (right), present Nick Fraser with the award for Best Car Care and Lubricants Outlet.
Fraser's Budgens of Marlborough's superb forecourt operation features a modern convenience store which hasn't forgotten that its motoring customers still need a range of essential car care products. The offer is not just very well presented; a key part of it is the helpful and knowledegable staff to point customers in the right direction.
Fraser's Budgens of MarlboroughMarlborough Wiltshire


Scotland: up to 4mlpa

Winner
david penny
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present David Penny (second left) with the award for Best Site in Scotland up to 4mlpa. A winner in previous years, Auld Brig Filling Station continues to set standards in Scotland. The site is open 24-hours a day to meet the needs of all its customers and truckers alike, who can also enjoy an outdoor seating area to relax and take in the fantastic views of the surrounding mountains and countryside. Free wifi, Sky TV news, hot food and beverages, and a convenience store complete the offer.
Penny PetroleumAuld Brig Filling Station, Alloa, Clackmannanshire


best community engagement

Winner
laurence king
Awards host Alexander Armstrong (left) and Bep Dhaliwal, trade communications manager at Mars (right), present Laurence King (centre right) with the award for Best Community Engagement. Community is at the heart of Gloucester Services, which sells food and craft produce from more than 130 local producers within 30 miles of the services and donates a percentage of its revenue to the Gloucester Gateway Trust. Also winner of Forecourt Trader of the Year 2015; Best Motorway Services Outlet; Best Design & Development; andRetailer Champion
Gloucester ServicesBrookthorpe, Gloucestershire


scotland: 4mlpa plus

Winner
senga mulrine
Awards host Alexander Armstrong (right) and Ramsay MacDonald, retail director Certas Energy (left), present Senga Mulrine with the award for Best Site in Scotland 4mlpa-plus.
Gulf Carronvale is a very well-run forecourt providing a good service to the local community. It features a spacious forecourt with convenient parking; with all facilities clean and in good working order. It also has a sizeable Londis store with a great convenience offering to satisfy most needs; it features Costa Coffee and takes pride in its car care range which provides the destination shopper with a central location for key purchases.
Gulf CarronvaleLarbert, Stirling


best customer service

Winner
james kay
Awards host Alexander Armstrong (left) and Jan Louw, head of convenience at JTI (right), present James Kay with the award for Best Customer Service.
HKS Meteor is the 24-hour one-stop shopping destination for the local community as well as passing trade. Being based in a tight-knit community accentuates the need to deliver a consistent level of friendly and efficient customer service. Staff are on first-name terms with many of their customers, having participated in the NVQ customer service programme which has further enhanced their skills in this area.
HKS MeteorSouth Normanton, Derbyshire


northern ireland: up to 4mlpa

Winner
Gary thornton
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present Gary Thornton (second right) with the award for Best Site in Northern Ireland up to 4mlpa. Designed to create a cutting edge site with the best shopping experience, the store houses a butchery, deli, and 52-seater restaurant open from 7am to 7pm for breakfast, lunch and dinner or a quick snack. All the fresh meat comes from a local farm, while the deli and hot food counter serves all stock prepared daily by in-store chefs. Also winner of Best Food-to-Go Outlet
Casey's Eurospar CrossmaglenNewry, County Down


best design & development

Winner
laurence king
Awards host Alexander Armstrong (far left) and Ian Woodstock, head of retail at Harvest Energy (far right), present Laurence King (second right) with the award for Best Design & Development. The building elements of Gloucester Services have been designed to have a low impact on the immediate landscape, long distance views and environment the forecourt features a 60m-long canopy covered in a wildflower meadow. Also winner of Forecourt Trader of the Year 2015; Best Motorway Services Outlet; Best Community Engagement; andRetailer Champion
Gloucester ServicesBrookthorpe, Gloucestershire


northern ireland: 4mlpa plus

Winner
daniel mellor
Awards host Alexander Armstrong (right) and Ramsay MacDonald, retail director Certas Energy (left), present Daniel Mellor with the award for Best Site in Ireland 4mlpa-plus.
Following a recent investment to upgrade its facilities, Spar Ballyclare Milestone features new pumps and branding on the forecourt. The spacious modern store includes a new 'Deli Daily' concept, plus bakery, Subway, Streat Coffee Bar, Quinns Gelato Bar, Chinese restaurant, Paypoint, and Collect Plus parcel collection. The redesign has incorporated more of its 'Famous for Fresh' motto with fresh produce, flowers and dairy offers.
Spar Ballyclare MilestoneBallyclare, County Antrim


best food-to-go outlet

Winner
gary thornton
Awards host Alexander Armstrong (far left) and Tony Owen, sales and marketing director at Rollover (far right), present Gary Thornton (second right) with the award for Best Food-to-Go Outlet. Facilities include hot food counter, sandwich/deli bar, dessert stand, heat and eat section and a sit-in café which is open seven days a week (7am to 8pm) and includes breakfast, lunch and dinner specials. The hot food and café sales are doing £9k a week and the heat and eat range has grown weekly by ensuring a wide range of quality lines are always available. Also winner of Best Site in Northern Ireland, up to 4mlpa
Casey's Eurospar CrossmaglenNewry, County Down


midlands: up to 4mlpa

Winner
paul & pinda cheema
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present Paul (second right) and Pinda Cheema with the award for Best Site in the Midlands up to 4mlpa. The operation has undergone substantial investment, as well as a change of supply partners, which have pushed average weekly sales up from £14k to £26.5k a week. As well as investing in a new fascia, IT system and fittings, the store now boasts a full grocery offering, off licence, chilled food, fresh-baked goods, Jack's Beans coffee, and a comprehensive food-to-go range
Malcolm's Stores Nisa LocalCoventry, West Midlands


best forecourt innovation

Winner
jonathan tout
Awards host Alexander Armstrong (far left) and John Pattison, brand director at Londis (far right), present Jonathan Tout (second right) with the award for Best Forecourt Innovation.
Understanding the importance of never staying still, the former Forecourt Trader of the Year winners focused huge effort on developing a model to lead the way in the future of neighbourhood retailing. They enhanced their business and their team, introduced customer initiatives throughout their four stores; and invested in a new head office and training facility.
Also winner of Best Site in West Country & Wales, 4mlpa-plus
Tout's Budgensof LangfordLangford, Bristol


midlands: 4mlpa plus

Winner
jan hawthorne
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present Jan Hawthorne with the award for Best Site in the Midlands 4mlpa-plus. This exciting new concept store enjoys the benefits of the latest technology and design following a radical redevelopment in the past year. It features BP, Spar, Subway and Costa Coffee brands; and the brightly lit forecourt offers jet wash, free air and ATM facilities. Customers also enjoy extensive seating by the HKS Café with free Wifi, multi-USB ports and electrical sockets. Also winner of Best Site Manager
HKS SandringhamLeicester, Leicestershire


best hot beverages outlet

Winner
antonie hoyle
Awards host Alexander Armstrong (far left) and Paul Evans, business development manager at Costa Express (far right), present Antonie Hoyle (second left) with the award for Best Hot Beverages Outlet. Describing their service as 'world class', the hot beverages offer at Coneygarth is located at the central point of the store to maximise visibility. The company has teamed up with Costa Express and Yorkshire Tea to create a hot drink offering that satisfies all tastes. The hot drinks range covers everything from Americanos and Vanilla Lattes to Taylors of Harrogate Yorkshire Tea and soup.
Exelby Services ConeygarthNorthallerton, North Yorkshire


northern england: up to 4mlpa

Winner
joseph richardson
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present Joseph Richardson (second right) with the award for Best Site in Northern England up to 4mpla. Filey Service Station is an immaculately maintained seasonal site with two-thirds of its trade taking place between April and September. Following a recent £500,000 redevelopment it now boasts five pumps, a 2,300sq ft convenience store, ample parking, an easy-to-access forecourt and state-of-the-art, energy-saving innovation and technology used throughout the forecourt and shop.
Filey Service StationLebberston, Scarborough


best site manager

Winner
jan hawthorne
Awards host Alexander Armstrong (left) and Mary Wolf, managing director of Phillips 66 (right), present Jan Hawthorne with the award for Best Site Manager. In the past year Jan joined the Northampton Retail Crime Initiative and trained the staff in handling crime in-store and how to spot and deal with theft. She also ensured staff received the full training in areas of legislation and compliance, good merchandising practices and customer service upselling techniques; she was then involved in the launch of the newly developed HKS flagship. Also winner of Best Site in Northern England, 4mlpa-plus
Jan HawthorneHKS SandringhamLeicester, Leicestershire


northern england: 4mlpa plus

Winner
rocky leach
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present Rocky Leach with the award for Best Site in Northern England 4mlpa-plus. Rocky and Alison Leach redeveloped the site in 2013 with an investment of £850k, doubling the shop size to just under 3,000sq ft. As a result, fuel sales have grown by 15% to a turnover of 6.1 million litres a year; shop turnover has increased from £27k to £40k a week, despite strong local competition from Tesco Express and Co-op. It also focuses on providing excellent customer service.
Chellow HeightsService StationBradford, West Yorkshire


best soft drinks outlet

Winner
marcus burnley-lowe
Awards host Alexander Armstrong (right) and Amy Burgess, trade communications manager at Coca-Cola Enterprises, present Neil Mercer, sales director at Blakemore Trade Partners, with the award for Best Soft Drinks Outlet. He collected the award on behalf of Marcus Burnley-Lowe.
A multi-award-winning site over the years, Spar Battlefield offers a well-presented range of chilled colas, juices, sports and energy drinks. In addition, there were well-merchandised ambient displays contributing to a very professional soft drinks offer.
Spar BattlefieldShrewsbury, Shropshire


best valeting facilities

Winner
brian tew
Awards host Alexander Armstrong (far left) and Kevin Pay, managing director from Wilcomatic (right), present Brian Tew of Highworth Filling Station with the award for Best Valeting Facilities. The site's Aquashine-branded valeting area features a broad array of facilities including a rollover car wash, two jet washes, two vacuums, two air/water towers, and even pegs on the wall to hold car mats while they're cleaned. All staff have been trained in all of the Aquashine facilities, with a couple being championed as experts. There is also a top-up key system for business and regular car wash users.
Highworth Filling StationHighworth, Wiltshire


west country & wales: up to 4mlpa

Winner
simon lunn
Awards host Alexander Armstrong (right) and Ramsay MacDonald, retail director Certas Energy (left), present Simon Lunn with the award for Best Site in the West Country & Wales up to 4mlpa. GH Lunn has traded in Weare since 1926. Two years ago the store was doubled in size to 1,000sq ft and branded Simply Fresh, with a stylish design incorporating wood, grass and personalised graphics to create an enhanced shopping experience. Customers have responded leading to a 31% year-on-year increase in store sales, 70% increase in Costa Coffee sales and an 8% increase in fuel sales to 4m litres a year.
G H Lunn & Son WeareAxbridge, Somerset


west country & wales: 4mlpa plus

Winner
jonathan tout
Awards host Alexander Armstrong (right) and Ramsay MacDonald, retail director Certas Energy (far left), present Jonathan Tout (second left) with the award for Best Site in the West Country & Wales 4mlpa-plus. The site underwent a £1m extension and internal re-fit last year. The aim was to create a site which had everything a customer needed to live a happy and healthy lifestyle more parking and cashier points; a Subway and two Costa Express machines; five Cook frozen-range freezers; upgraded refrigeration; and the staff increased from 30 to 80, and extensively trained in customer service.
Tout's Budgensof LangfordLangford, Bristol


london & south east: up to 4mlpa

Winner
merwin amirtharaja
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present Merwin Amirtharaja (second right), with the award for Best Site in London & South East up to 4mlpa.
A winner many times, Canvey Island Service Station's all-round great service and choice to customers lies at the heart of its success as a local forecourt and store that competes effectively with strong local retail competition. The well-maintained site combines a four-pump forecourt with a 3,000sq ft store, offering at least 100 promotions every week.
Canvey Island Service StationEssex


london & south east: 4mlpa plus

winner
david charman
Awards host Alexander Armstrong (right) and Ramsay MacDonald, retail director Certas Energy (left), present David Charman with the award for Best Site in London & South East 4mlpa-plus. Parkfoot Garage continues to impress and goes from strength to strength. It is a long-established family business featuring a spacious 24-hour forecourt and 280sq m store. The store includes an in-store butchery with three full-time butchers, a new fresh fish counter, large chilled section, impressive off licence, extensive local and speciality range, a state-of-the-art car wash centre and much more.
Parkfoot Garages West MallingKent


motorway services

Winner
laurence king
Awards host Alexander Armstrong (far right) and Ramsay MacDonald, retail director Certas Energy (far left), present Laurence King (second right) with the award for Best Motorway Services Outlet. Unique among the motorway network, and challenging the norm, Gloucester Services, part of family-run Westmorland Ltd, is located on the M5. It is dedicated to local food, farming and the surrounding community. Also winner of Forecourt Trader of the Year 2015; Best Community Engagement; Best Design & Development; andRetailer Champion
Gloucester ServicesBrookthorpe, Gloucestershire


retailer champion

winner
laurence king
Awards host Alexander Armstrong (right) and Ramsay MacDonald, retail director Certas Energy (left), present Laurence King with the Certas Energy Retailer Champion award.
A chartered accountant, Laurence started working for Westmorland Ltd, the Cumbrian family business in 2008 and has overseen the development of Gloucester Services on the M5, a £40m project that employs 400 people. Also winner of Forecourt Trader of the Year 2015; Best Community Engagement; Best Design & Development; and Best Motorway Services Outlet
Gloucester ServicesBrookthorpe, Gloucestershire


best oil company initiative

highly commended
jet
Awards host Alexander Armstrong (right) and Jo Brammall, sales executive of The Forecourt Show (left), present Pete George with the award for Highly Commended Oil Company Initiative.
Jet believes its heritage is one of its great strengths, and what better way to show that to your customers than by celebrating its diamond anniversary year with a 12-month programme of activity aimed at increasing footfall on dealer forecourts; reaching a wider consumer base to raise awareness of the Jet brand; engaging with customers through a range of promotions and involving them in the 60th anniversary celebrations.
Jet 60thAnniversary


best forecourt fuel brand

winner
Tesco
Awards host Alexander Armstrong (left) and Blake Gladman, research director, HIM (right), present Joel Menezes with the award for Best Forecourt Fuel Brand.
Shopper research specialist HIM analysed the responses from more than 2,000 forecourt customers in order to discover which forecourt fuel brand they rated the best. They were asked to rate the fuel brands against five main criteria price; value for money; fuel quality; service; and image. Tesco was the outright winner across the board, compared with all the major forecourt fuel brands; scoring between 26 and 31% in each of the criteria.
Tesco


best oil company initiative

Winner
shell
Awards host Alexander Armstrong (left) and Jo Brammall, sales executive of The Forecourt Show (right), present Mike Hominick with the award for Best Oil Company Initiative.
Shell realised that discerning customers must be understood and their expectations met to build loyalty, a sustainable business and retain or grow market share. Tell Shell has become a global success for the business by not just listening to the customer, but also analysing the feedback and acting on it. It is a rounded approach to customer experience management that has delivered a 20% increase in net promoter scores.
Tell Shell; Voice ofthe Customer





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About the Forecourt Trader Group
Forecourt Trader continues to maintain its market-leading position as the major source of information for the petrol-retailing sector.

Targeted at independent retailers, all those connected to the industry seek out Forecourt Trader (magazine and website) for its strong mix of news, industry and retailer profiles, as well as scheduled features that cover all categories of a service station operation at length, on both the forecourt and shop side of the business. ...more »

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