Furniture News’ latest annual Retailer Review sees some of the nation’s top independents reflect on their experiences of 2020, and share a few thoughts on what 2021 might bring. Here, Steve Adams, CEO of award-winning ecommerce giant Mattress Online, offers his take on the state of play …
The best deal I struck was securing the Casper licence for the UK.
The biggest product trend in-store/online was people spending slightly more money – AOVs have increased through Covid.
What changed most about the way people shop was moving to online. During lockdown we expected a natural shift – however, this continued after stores opened again, suggesting a consumer mindset shift.
What changed most about the way I sell was aligning more with the bed-in-a-box brands, a concept that certainly resonates with consumers, as our changing product profile in 2020 confirms.
What put me under most pressure was implementing our safe delivery procedures consistently and robustly.
If I learned one thing this year, it’s that running a business will always throw you curveballs – even after 17 years!
Looking ahead …
I’m most looking forward to launching more of our own-brand product ranges.
The next hot product trend is organic and sustainable mattress fillings, along with TCPP-free foam.
The trend on its way out is memory foam – it’s too expensive now, and we are seeing continued trends towards natural.
My technology priority is to install and integrate an improved stock management system.
The biggest challenge will be preparing for what I suspect will be a tough Q2 and Q3 2021 – are we pulling forward next year’s sales?
I think the ‘new normal’ will see a systemic shift to online spending in home furnishings going forward.
Knowing that we have proven we are resilient and can work together makes me hopeful for the industry’s future. From component supply to end-consumer delivery, we’ve pulled together to keep supply coming through, despite continued and numerous challenges.
For more retailer insight, see January's issue of Furniture News.
