Book Trade – Return to the shop floor

On British TV, Back to the Floor programmes are a ‘must-see’. Viewers watch bosses mix with workers, sometimes culminating in an epiphany of goodwill after their stint at the coalface, sometimes not!  Management Today runs a monthly piece where it sends one of their unwitting writers to spend a day in a workplace. Well, in July, CLC did similarly in placing me for a spot of holiday cover in Guildford.

Guildford is one of CLC’s smaller branches – probably they didn’t want to tax me too much – tucked away somewhat off the main drag. This shop has been trading in upmarket Surrey for many years; first opened by Challenge Literature Fellowship in 1930, and subsequently acquired by Wesley Owen in later years, it was one of the six shops rescued by CLC from the STL Distribution demise in 2009.

I was really struck by the shop, its history, the staff, customers and the locality. I asked myself, what would change in this community if this shop was not here? This is an unremarkable shop. It’s small-to-medium in turnover and similar to many other shops up and down the UK. But it’s there. And, for me, that makes the difference. Keeping shops open is a particular burden of CLC. Of course, shops sometimes have to close as they reach a natural end point. In this case, the shop is there – and I think Guildford is all the better for it. What about those towns and cities where there is no shop? My contention is that these places are poorer spiritually without such a presence.

Once again I saw the importance of ‘talking up’ Christian retailing – It’s not at the bottom of the resources food chain. Christian retailers can be poorly regarded, even by fellow Christians. I applaud the Waterstones initiative raising the role of ‘Bookseller’ to an enhanced status within their branches. We rightly demand a lot from our shop floor staff, but we need to applaud and encourage them whenever possible.

This entire experience reinforced a cast-iron conviction that an on-street ‘Presence’ is critical to our Christian witness. I came away with this clear challenge to suppliers: Why are you not more supportive? Why do you act as if it doesn’t matter if shops disappear? Now I know these questions can seem subjective. I’m sure that, right now, some of you are indignantly putting pen to paper – but please hear this; this really is how it feels on the ground.

Anyway, to return to my experience of ‘Back to the Floor’. I’d been for a day’s induction as it’s clearly some while since I stood behind a counter. What fun … for me, at least. Although acting manager, Jill may have thought otherwise, she didn’t voice it, not to me anyway!  I’d forgotten so much, but like riding a bike, things came back fairly quickly and I’d actually hand-sold a quality, leather NIV Bible towards the end of that first day. A truly good feeling!

The manager impressed me. She showed sheer tenacity and a real dedication to the job, well beyond the call of duty. There was an incident in the street involving the Police and a couple of ambulances. This was well handled by the staff; they were on-hand, got stuck in and this put the shop in a positive light as a part of their local community. Time and again, I was struck by the dedication of this small team, often with very limited backup. And this doesn’t just happen in Guildford; it happens all over the UK on a daily basis. When you open your shop today, you will make a difference to the people you come alongside.

I found it hard. I found it physically demanding and on occasions, I found it boring! It was the hottest day of the year so far, the till was situated in the front window and it felt like I was being cooked every time I served a customer. I battled to get home on that first day. The trains were delayed due to the rails buckling in the heat and my 30-minute journey took two hours. In the shop, I had a schedule but it was next to useless as everything took far longer than planned. Customers and phone calls have this habit of obstructing the routine! Then there are the practical difficulties caused by having too few staff or volunteers to call on. You’re pulled in so many directions. You’re tied to the till. Having a break and even getting to the loo becomes a logistical challenge.

As you can see, it was all going so well. It got worse. I became irritated by someone using the shop as a library, spending literally hours reading their way through the books. Do you know; they were back again the next day? Oh dear, I knew that I was supposed to be welcoming and caring but in a rather small shop on a very hot day that too was hard. I decided that there are some really odd customers out there; an eclectic bunch indeed. Can I also say with some authority that people buy the oddest of items in the gift line! But there again, we were the one’s stocking them. Oh well …

I was blown away by how technology is now so central to the whole operation. It really is a whole lot easier to run a shop; from mobiles for texting customers to websites for accessing information. In the past this would have taken forever and then the result would probably have been wrong! The sheer immediacy of information was the most striking. There is so much bibliographic help available. PubEasy was a delight to use and I was able to build my order as the day progressed. Then there is the delicious irony of using Amazon as the shop database. Amazon is obviously a double-edged sword but it’s superb for in-store use – providing you don’t show the interface to the customer (as I did) and then spend ages having to explain pricing policy to a disgruntled purchaser! Credit card usage, especially for inexpensive greetings cards, made me smile. The daily cash take is minimal as more and more customers use plastic for even the smallest of purchases. It makes end of day cashing up much quicker and the card companies cannot really lose as they gain from both parties. As purchasing moves on to Smartphones, this too will have an effect on retail procedures.

What did I learn? That I loved working in the shop. Despite what I’ve said, there was an enjoyment of the day and particularly of serving people that you’d have to go a long way to beat. Good people skills remain absolutely key despite the tech. It’s still possible to hand-sell; indeed I think it’s a requirement! I know licensing is contentious but there is something when playing CD’s that does help the sale of music. On two occasions in as many days, I sold music that, at the time, was being played in-store. I noted the strong appeal of fiction. Fiction sells and it’s not correct to say otherwise.  Authentic, CWR, BRF and Lion are each producing beautiful Children’s books, the standard of which is second-to-none and a delight to sell.

To me, the sale of the Bible remains central and deeply fulfilling. The range of Bibles available is extremely good, regardless of version. All Christian shops must concentrate on Bibles in depth as their core stocking statement. At the time, the lack of Tyndale NLT’s was a huge frustration resulting in two almost empty shelves – not good for all concerned. Hodder Faith have a superb range of British text NIV’s in attractive bindings and boxes, although I’m certain an enhanced large print series would be welcomed.

The necessity of good stock knowledge was rammed home yet again to me. For shops, it’s an Achilles heel and one where we fail so often. We do have to get a whole lot better at this. Basic product training is absolutely key. Publisher core lists are useful but I’d like to see the ‘must-haves’ from each publisher; a smaller selection of titles you simply cannot do without, as core stock lists tend to be way too long. I cannot over-estimate the importance of office-based staff being ‘hands on’ in the shop. It set me thinking – the general market has held a number of successful ‘publisher/retailer swap days’. Why not the same for our niche – and for authors too? Anyone up for it? There’s such a lot we can learn from each other. It’s totally different when you move from the spreadsheet to the till; from theorising about what should happen, to seeing what actually does happen on the ground.

Two stories and I close. Two young foreign students came in. Initially I was fairly suspicious as they took what seemed like ages checking the shelves. I wondered why they were there (shame on me). As they paid, they told me in their limited English – I speak no Spanish – that the two books they were buying were presents for their mothers at home. A pointed lesson not to judge either appearance or motive too quickly!  Someone else came in and told me they’d been healed of a condition through prayer. He was clearly OK now. As he left, he said to me, ‘God bless you’. His words really cheered me that day and I was moved both by the power of blessing and by the power of encouragement. That’s what you and I do, despite the daily challenges. We bring a mixture of blessing, encouragement and presence to our local communities.

Well, what great fun. It had been an age since I’d done this. Anyone out there interested in holiday cover, do let me know – but only if you’re by the seaside! I cannot promise to double your turnover but, on the strength of these few days, I will at least keep the doors open! Oh, and by the way, CLC have asked to return but funny this … I’ve not been given a date yet!

This article was written in early September for Together Magazine (October – November 2013)

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Book Trade History; ‘200 years of Christian Bookselling’ – Part 2

In the early part of the 20^th century, there was a long roll-call of bookshop openings; B McCall Barbour (Edinburgh 1900), Mowbrays (London 1903), The Salvation Army (London 1911), The Church of Scotland (Edinburgh 1918, Glasgow 1922), Scripture Union (Wigmore Street, London 1925), The Evangelical Bookshop in Belfast (1926) along with the London based Quaker Bookshop in the same year.

In the 1930’s, Challenge Literature Fellowship commenced trading (Guildford 1930).  SPCK grew very strongly in this period with branches springing up all over the country. The Church of Scotland opened their third shop in Aberdeen in 1939 just as the Second World War started.

The most significant event of the 1940’s was the establishment of the Christian Literature Crusade with their first shop opening in London in 1941. They are now in the enviable position of being the foremost UK Christian bookselling chain following the recent demise of SPCK and Wesley Owen (IBS-STL). The Methodist Book Centre in Stoke on Trent opened just as the war ended in 1945.

The Roman Catholic chain, St Paul’s Multimedia (now Pauline Books and Media) started in 1955.  Then in 1957, St Andrews Bookshops opened their doors in Great Missenden and in 1963, George Verwer of OM opened in Bolton. Both these shops went on to have a hugely influential effect on the UK Christian bookselling scene birthing in the case of OM, the Send the Light operation with its second shop opening in Bromley in 1966.

There was a major spate of Christian Bookshop openings in the period 1976 – 1996 with the bulk of this activity taking place in the mid-1980’s. Often, these shops had names like ‘Good News’ or ‘Oasis’ or simply ‘The Christian Bookshop’ and several of these owner-managers are now reaching retirement, resulting in probable bookshop closures.

In the 1990’s, activity in the trade became something of a two-horse race between the STL owned, Wesley Owen chain and the SPCK. Often, this was simply a difference of theology and stock-holding ethos. Independent booksellers looked on bemused and not a little alarmed!  Both chains expanded rapidly in this period, in many cases by taking over other independent booksellers. In 1993, Wesley Owen acquired the 22 Scripture Union Bookshops and the 8 Church of Scotland Bookshops, followed soon after by the English based bookshops of ECL in the West Country, Crown Books around the Hemel Hempstead area and the Challenge Christian Fellowship predominately on the south coast.  

Coming right up to date, there remain signs of life in this niche with Strongbraid Ltd, trading as Quench Christian Bookshops, taking over several St Andrews Bookshops sites in Southern England. However, the rising star of our industry is internet retailer, www.eden.co.uk (founded in 2004) which is giving even Amazon a run for its money!

Parts 3 and 4 will follow shortly.

This brief history of the ‘Christian book trade in the UK’ is extracted from a lecture given by the author to the Librarians’ Christian Fellowship (LCF) Annual Conference in London on Saturday 24 April 2010. For further information see www.librarianscf.org.uk.