The winners 2023

Winner: Carl Cowling, WHSmith

Winner: Kirsty Keoghan, Global General Manager of Fashion, eBay

Silver: Naomi Kasolowsky, Group Insight and Foresight Director, Tesco

eBay Senior Director of UK Trading Kirsty Keoghan won this year’s Future Leader Award as a testament to her forward-thinking ideas and key contribution in enabling the retailer to become a standout player in resale.

After being promoted to lead the etailer’s global fashion function, Keoghan took on the post of Senior Director of UK Trading in 2021, having been a part of the eBay team since 2011 in various roles and heading a team of 35.

Her potential as a future leader has been clear for some time. Her achievements include building the Brand Outlet fashion hub, which has helped power up the number of active buyers for eBay’s fashion category.

While head of fashion and home, Keoghan could see that the preloved sector was a huge opportunity for eBay because consumers were looking for ways to shop more sustainably and cheaply. They also wanted quality, so she spearheaded the development of eBay’s Authenticity Guarantee in the UK, enhancing users’ trust.

Another recent success was using Black Friday to solely promote refurbished and pre-loved deals.

Judges were impressed by her insight and foresight on sustainability, combined with commercial success.

Keoghan and eBay’s commitment to sustainability has meant that two preloved fashion items are sold every second and consumer demand for more sustainable clothing is stronger than ever.

One judge said: “She has impacted so many parts of the business with what she’s doing in terms of products, customers, change and innovation. It’s pretty transformational.”

Another commented: “The transformational mindset and quality of what she’s done so far could have a significant impact on eBay.”

A third said: “She’s the definition of a future leader and will be a great talent.”

Winner: Beaverbrooks

Silver: Papier

At 103 years old, Beaverbrooks has lasted the distance in retail, which is in no small part down to how it treats its staff.

The family-owned retailer generated a 64% rise in turnover for the year, a tribute to its belief that happy, engaged and empowered staff make for happy customers.

Beaverbrooks’ people-centric approach is reflected in aspects such as guaranteed wage increases and the payout in 2021/22 of its biggest-ever store bonuses. 

One judge commented: “Beaverbrooks represents longevity and has remained a great place to work over a period of time while going through a level of change. It is pretty impressive due to its stores and the size of business it is.”

Judges noted that many small online businesses are often praised for the happiness reported at work but, as a larger company, Beaverbrooks still achieves that, ensuring all employees are looked after well. When asked if they felt proud to work for the organisation, 96% of its staff said yes.

Despite the pandemic and then the cost-of-living crisis, Beaverbrooks has made no redundancies, avoided zero-hours contracts for employees and made a special one-off payment to colleagues to reflect the impact of inflation. 

One judge said Beaverbrooks deserved to win because so many staff are proud of the organisation and it has “retained its financial growth, not made any redundancies and protected jobs in the pandemic”. 

Beaverbrooks was judged to be true to its core values of trust, integrity, fairness, caring and passion.

Winner: Antonia Tony-Fadipe, Inclusive Hiring Lead, The Body Shop

The Body Shop’s Inclusive Hiring Lead, Antonia Tony-Fadipe, took the honours in this category after making some “outstanding changes to a very marginalised set of people”.

The retailer launched its innovative Open Hiring policy in the UK in 2021, when only 12% of the people it hired were from a marginalised community. That proportion jumped to 75% in 2022 as a result of Tony-Fadipe’s hard work and energy.

She partnered with relevant organisations to ensure the programme is inclusive and supports those meeting barriers to employment, while ensuring that the programme worked for the business by liaising closely with managers and acting upon their feedback.

Around 15% of hires are neurodiverse, which impressed the judges. One said: “Neurodiversity can often be overlooked when it comes to inclusivity but this scheme is incredibly innovative and Antonia is dedicated to her work.”

Seven additional courses were created to equip the new recruits with the skills needed, with 40% of the recruits in 2021 having no prior work experience.

Tony-Fadipe’s passion for diversity and inclusion extends beyond the specifics of her job. She is a member of employee resource groups such as ethnicity and culture, disability, gender and LGBTQIA+.

One judge summed up why Tony-Fadipe is such an exemplary and deserving winner: “She shows a real passion and a real difference, and she’s contributed to such a big change in a small amount of time in a company that had previously overlooked this.

“It made me emotional as it has such a wide impact and I hope it influences other companies to do the same and change people’s lives.”

Winner: Fulfilment Development and Analytics Team, The Very Group

The judges recognised the excellent work done by The Very Group’s fulfilment development and analytics team, which scooped this award. 

The Very team, comprising nine people, is responsible for increasing efficiency and capacity, and improving customer experience through data analysis, process improvement and strategic initiatives.

Through its efforts, the team, based at the retailer’s Skygate facility, delivered annual multimillion-pound efficiency savings and made a significant difference in fulfilment processes and outcomes for the people who matters most: the customers.

The judges were particularly impressed with the team’s success in improving collation (the number of items in one order provided as a single parcel instead of being sent in multiple parcels). 

Data analysis by the team increased collation very substantially, making an impressive saving on every additional parcel removed. This not only improves efficiency, costs and customer experience, but it is also better from an environmental perspective.

Additionally, the team significantly improved data analysis and reporting of goods lost in transit with better use of delivery photography/signatures to simplify investigations. It also introduced a minimum and maximum claim window for goods lost in transit.

The team’s efforts led to an increase in site capacity and more storage locations, which boosted capacity ahead of the peak trading period. 

“The innovative use of data and analytics in the area of packaging is what I found to be the most impressive,” said a judge.

Another commented that “the sustainability aspect” stood out as a big advance.

Winner: Ganesamoorthy ‘Nithiy’ Nithiyakumar, Store Manager, BP, Rushett Connect

For the judges, BP Rushett Connect store manager Ganesamoorthy Nithiyakumar – known as Nithiy – won the award because of his outstanding commitment towards members of his community, especially the elderly. 

“In a category where everyone should be a winner, Nithiy’s story and how he used his personal experience to go above and beyond his duty and give back to the community makes him stand out,” said a judge.

Nithiy was inspired by his father. When he could not care for him during his final months in Sri Lanka, Nithiy took to caring for the vulnerable members of his local area. 

Most recently, Nithiy saved one of his customers’ lives by taking up responsibilities far beyond his day job.

When one of his daily customers, a very old lady, did not collect her morning newspaper, Nithiy suspected something was wrong. When she did not answer her phone, he went to her house to check on her and found that she had fallen, then phoned an ambulance. She was able to make a full recovery.

Learning from his own experiences and watching his father tackle loneliness after his mother passed away, Nithiy always makes a point of chatting with older customers. He has served coffee to one of them every day for the last two years.

Nithiy has also worked with local authorities on a number of initiatives, including personally delivering essentials to the elderly and reducing antisocial behaviour.  

Since he joined BP in 2006, Nithiy has created a special place for himself in the community by treating everyone with warmth and respect, and making a big difference in his neighbourhood. 

Winner: Patricio Aleman, Market Manager, Ikea, Birmingham

Silver: Craig Lambe, Master Manager, Kwik Fit, Cardiff (Cowbridge Road), Cardiff (Newport Road), Pontypridd, Merthyr Tydfil and Caerphilly

Patricio Aleman became Ikea Birmingham’s market manager in 2020, tasked with growing the store to meet the needs of customers across the West Midlands.

In an incredible effort that was a testament to his people-centric leadership, Aleman reinvigorated the 30-year-old store and made it a success story that shone across the global group.

Aleman’s “happy co-workers create happy customers” approach turned around the store’s performance, beginning during and then outlasting the pandemic.

Through a range of measures, he improved the store’s co-worker engagement and happy customer score by double-digit percentages and finished financial year 2022 with record sales that were a big increase on the previous year.

Such results led to Ikea Birmingham being voted Ikea store of the year in the UK and Ireland. The branch also won the highest accolade in the global Ikea business, the Global Ikea Store of the Year Award in 2022, beating competition from 420 stores across 50 countries.

“It is an incredible achievement and doing it while being extremely grounded in his approach with colleague engagement and appreciation speaks volumes,” one judge summed up.

Winner: Dr Subashini M, Director of Science and Wellness, and Dr Taran Toor, Director of New Wellness Innovation, Holland & Barrett

For the first time in its 150-year history, Holland & Barrett has a dedicated medical team comprising entrepreneurial clinicians. They have helped the brand as it seeks to transform from being a traditional retailer into a wellness destination backed by experts and science, and the two doctors’ success makes them this year’s winners.

Initiatives included gut health and menopause campaigns, as well as setting up a diagnostic testing business to make wellness MOTs more accessible and affordable.

The team has enabled the in-store inclusion of services including phlebotomy, biometric scanning and 3D body scanning to increase personalisation and maximise the wellness benefits offered by the retailer. They have provided the business with science editorial standards and are closely involved in new product development.

The team has created new external partnerships such as with fitness business Les Mills and DNA testing firm DnaNudge. 

One judge said: “The fact that the team brought science and wellness together, transformed their stores into diagnostic and consultation centres, and went beyond selling only vitamins, is no easy feat to achieve.”

Another said: “Holland & Barrett has broadened its customer wellness approach by transforming from just selling static products to providing a consulting service in the same format.”

Winner: Pets at Home

Silver: Wolf & Badger

A unanimous decision by the judges meant Pets at Home took the Responsible Retailer accolade, reflecting the breadth of its achievements over the past year.

The retailer’s Better World Pledge captures a determination to be “the most responsible pet care business in the world” and benefit pets, people and the planet.

Pets at Home’s long-term goal is backed by 10 targets and 20 clearly defined actions, which the retailer says are “all linked to our business strategy and the UN sustainable development goals”.

More than 850 people and pet charities have been supported in the past year through direct grants or vouchers, and the retailer donated £100,000 to support pets affected by the war in Ukraine. Other donations included £600,000 for hearing dogs in 2022.

One judge said: “The high level of donations and the Better World Pledge mean it’s making a difference and using what it does to have a purpose.”

On the sustainability agenda, Pets at Home, which aims to be net zero by 2040, has saved nearly all its waste from going to landfill, with 3.5 million pet food pouches that were deemed “unrecyclable” now being recycled through in-store schemes.

In partnership with the Woodland Trust, the retailer has also helped to protect, create and restore 3,000 areas of woodland.

A judge concluded: “The metrics are really impressive. Its long-term goals show how committed it is.”

Winner: Mind, Carnaby Street, London

Silver: Flannels, Liverpool

The Mind store on Carnaby Street, London, scooped this award for, as judges described it, “rethinking charity shops”.

The mental health charity’s store was the first charity shop in London’s Soho, while its bold positioning means it differs from conventional iterations.

This Mind store, where volunteers play a central part, displays a curated collection of preloved vintage designer items with a focus on environmentally friendly fashion, as well as strong PoS and visual appeal .

One judge observed: “There’s a social purpose that sits behind it and, longer-term, this has the sustainability and power to roll out to more stores and not just be a special one-off.”

Since the store opened, it has been trading far ahead of budget and is now the most profitable Mind store, despite it only stocking around 300 items.

One judge said: “It’s a complete reinvention, really tapping into the current mental health climate and the preloved, sustainable angle.

“In the world of charity, the results and feedback were extraordinary and it will be a game-changer for the entire company – not just that store.”

Another judge simply said: “It speaks for itself that there is a charity shop in the best new store category.”

With mental health, sustainability and engagement with local communities at the heart of this store, it was a great example of retail with purpose – as well as a great shop. 

Winner: Cook

Silver: SportsShoes.com

Frozen food has become an ever more competitive market as shoppers seek convenience and try to avoid waste. However, meals retailer Cook has specialised in it for 25 years and, as this award recognises, continues to perform well.

Cook has delivered growth while maintaining its values, the judges observed, and has a variety of initiatives underway to follow the same course. 

The retailer opened new shops in Colchester – its first retail park branch – Didcot, York and Monmouth, bringing its estate to 96, and brought on board 115 new retailers as concession partners, adding 481 freezers. Its online business has grown, too, settling at about double pre-pandemic levels.

Financially, Cook did well last year as overall sales rose by double digits, the active customer base grew by 21% and EBITDA climbed despite inflationary pressures. 

Cook, one of the first B Corps, is also a good corporate citizen. Through the Cook Kindness Fund, 90,000 free meals were given away over the year, bringing the total number of meals distributed to communities around its shops to 300,000. The retailer also makes 95% of its products, using its own carbon-neutral kitchens.

One judge said: “There’s a macro story here about customers and the frozen food renaissance, but it’s also a business that’s doing well commercially, socially and innovatively.”

Another judge said: “The founders are still involved 25 years on and they’ve been on a journey. Its eco status is very impressive and it makes a good play for steady growth, stability and longevity.”

Winner: Currys – RepairLive

This year’s award goes to Currys’ RepairLive initiative, which combines sustainability and customer satisfaction benefits.

To ensure customers get the most out of their tech and to reduce the number of unnecessary returns and repairs, Currys launched RepairLive, an on-demand remote repair service.

Available to all customers who encounter faults with a laptop purchased at Currys, RepairLive offers a personal online technical support service providing expert advice in the comfort of their homes.

The service connects customers to Currys' team of engineers through a two-way video link. These experts help customers to identify the cause of the fault, undertake DIY fixes and assist with arranging a repair or return of their product.

The electricals giant built on the success of ShopLive, an online personal shopping experience delivered via video link, which launched in 2020.

RepairLive adopts the same principles as ShopLive but instead connects customers with engineers in the largest electronics repair centre in Europe, where there are more than 1,600 expert staff who carried out 1.7 million repairs in 2021/22.

One judge commented: “I think its a game-changer. It is an example of something that came out of the Covid-19 pandemic but will continue to bring great value to both the business and customer experience.”

RepairLive was launched after an online trial that found it reduced costs for collected and recycled products by avoiding returns and repairs. Since its launch in March 2022, the service has resolved 45% of all faults through video calls alone and has been highly rated by customers.

“With its massive technical infrastructure, Currys has done it right and added value to its customer experience,” said one judge.

The electronics retailer has extended the service to seven days a week and plans to extend it to other categories.

Winner: Primark

Primark’s success speaks for itself and has won the value apparel giant the top prize in this category.

It was a year in which, as the shadow of pandemic lockdowns receded, Primark powered forward and its stores – the retailer does not transact online – once again drew thronging crowds as its bricks-and-mortar prowess and appeal proved undiminished.

It was a year too in which Primark upped the ante on digital improvements to its business and made the ESG agenda an ever more important part of its operations.

The judges recognised the strength of Primark’s business, reflected in its financial performance as sales surged, its expansion – notably overseas – and the shopping experience including high-profile collaborations with brands including Greggs, Stranger Things, Disney and the NBA.

As part of the Primark Cares sustainability programme, the retailer has launched collections designed to provide sustainable fashion at an affordable price. It has also focused on the welfare of people working in its supply chain. 

Primark recently launched a new website in the UK and a click-and-collect service. The business could benefit significantly from the click-and-collect model in terms of driving higher footfall and sales from both existing and new customers.

The judges were particularly impressed with Primark’s commitment to empowering women via its Supporting Women for Life programme, which includes collections to cater for the changes and life events women experience from puberty to menopause.

One judge commented: “The business has really come a long way. The initiatives the company has taken for women – for example, around menopause – is what particularly stood out to me.”

Winner: Aldi

Aldi has soared over the past year, building upon its already growing business to break into grocery’s big four elite.

A relentless focus on value allowed it to hammer home price appeal as the cost-of-living crisis bit, winning more customers and becoming ever more important as one of the biggest backers of British suppliers.

One judge commented: “Aldi has overtaken every supermarket from an execution point of view to provide some of the most affordable prices in the market. The fact that it has done this while maintaining the quality of its products, customer loyalty and taking care of its staff is what stands out.”

The retailer has never lost sight of its mission to enact the words of founder Karl Albrecht who said: ”Access to fresh, healthy, affordable food is a right, not a privilege.” 

Aldi has disrupted the sector with a focus on low prices, while also ensuring high quality, forcing competitors to benchmark themselves against it. The grocer has also been a frontrunner on pay and was the first supermarket to provide a minimum hourly pay rate of £11 for store assistants.

According to recent Kantar data, Aldi has been the fastest-growing supermarket, with consumers switching to it to cope with rising inflation.

Aldi also played its part to help those in need as food inflation climbed. As well as its pledge to keep prices low, the grocer offered donations of food, books and baby supplies to UK charities; education packs for schools via its Get Set to Eat Fresh initiative; and partnered with Too Good To Go to tackle food waste.

Aldi has plans to grow further after a landmark year with more stores in the pipeline. 

Winner: Amazon

Amazon once again took the honours as the shoppers’ choice, dominating the rankings in a consumer poll commissioned for this award. 

The online giant led the pack in research conducted with 2,000 consumers by Bilendi & Respondi, continuing a long run at the top. 

Now led by Andy Jassy after founder Jeff Bezos handed over the reins, Amazon has continued in its relentless quest to cater consummately for customers. Its willingness to try doing things in new ways shows its appetite for innovation and disruption remains undiminished. 

A near-unparalleled range, convenience of delivery and a reputation for good prices have helped ensure the etailer’s appeal endures even though, like many of its pureplay peers, it has had to confront changed conditions since the pandemic prompted a massive spike in online sales. 

But Amazon shows no signs of taking its foot off the pedal. As it prepares for the next phase, its focus will be on investment for the long term. Front of mind for Amazon is, in Jassy’s words, “key strategic investments that will change the business over time” and a desire to “move the needle”.  

Other retailers have looked on in awe at Amazon’s achievements and sought to replicate them, but they have not yet unseated the online powerhouse from shoppers’ affections as its retention of this award shows.  

Winner: Mamas & Papas

The judges were particularly impressed with Mamas & Papas as a great example of how a company can make a successful comeback.

One judge said the retailer’s progress was a “great story of a brand that may have lost its way, but fought back”.

The past 12 months have been full of business change, customer-centric strategies and investment in its store estate, new products and ecommerce channel.

While it suffered a £6m loss in the year up to March 2020, Mamas & Papas achieved EBITDA of £11m two years later.

Post-pandemic, the retailer has expanded, including 19 new concessions launched through a tie-up with Next and a strategic partnership with Marks & Spencer. 

One judge said: “Mamas & Papas is very clear on what its purpose is. The company has had an amazing turnaround.”

Another noted: “The rate of the turnaround is astonishing. There’s been rapid acceleration of its core, new stores are set to open and it is really anchoring down customers.”

With store expansion and growth in mind, Mamas & Papas also re-platformed its ecommerce business and staged its biggest product launch in a decade with the Airo pushchair. 

Mamas & Papas, which operates in 40 countries through distribution partners and franchisees, also intends to build its international presence, creating another avenue for ongoing, sustainable growth.

Winner: Primark

Primark has been at the top of its game. Its consummate retail discipline and value-for-money positioning have brought consistent success, and its strong performance in a changing retail landscape is a testament to the consistency of a proposition likely to bring further growth in the years ahead.

Sales have climbed steeply but the retailer is not standing still. Although it only sells through stores, it has bolstered its digital capabilities and increasingly puts sustainability and ethics at the heart of its business.

Primark has undertaken a variety of digital initiatives designed to enhance and complement its store estate such as a click-and-collect service that should drive footfall and sales, and a new website allowing customers to check in-store product availability.

The Primark Cares sustainability strategy, created to improve the lives of the people who make the retailer’s products, reduce fashion waste and halve carbon emissions across its value chain, illustrated how seriously such concerns are taken.

The company has committed to making 100% of its clothing from recycled or sustainably sourced materials by 2030. Primark’s Sustainable Cotton Programme is now the largest of its kind in the industry and has trained approximately 160,000 farmers to date.

Primark continues to expand by opening new space and entering more countries.

One judge observed: “I think what we have here is a really enduring story of success that isn't just focused on the past 12 months.”

The judges believed that recent performance reflected ongoing change at the retailer, particularly on ESG: “They’ve come a long way.”