Home » Retail
Category Archives: Retail
The coffee shop that’s worth more than its profit margin
Every morning follows the same rhythm. Finish my gym session, towel off, and head straight to the M&S café for my coffee. It’s not just about the caffeine – though God knows I need it. It’s about the ladies behind the counter who greet me with genuine warmth, who remember my order, who take pride in their work. In a world that often feels rushed and impersonal, their kindness has become my daily reset button.
But this isn’t really a story about my coffee ritual. It’s about what I’ve witnessed in that café—something far more important than any morning black americano.
The tables are always dotted with elderly faces. At first, I didn’t think much of it. But over time, as I’ve chatted with them, “I come here every Tuesday and Thursday,” one gentleman told me in the queue, staring at his menu. “Meet up with whoever’s about. Talk football, moan about the weather.” He smiled. “Beats sitting at home staring at the four walls, doesn’t it?” It’s beautiful, really. Watching strangers become friends over scones, toasties and crosswords. Seeing lonely people find their people, even if just for an hour.
The gentle hum of conversation about politics, memories, grandchildren, postwar Britain, the price of everything these days. This is what community looks like – unscripted, unglamorous, essential. I’ve become friends with some of them myself. They’ve told me about children who live too far away, partners they’ve lost, days that feel too long and too empty. For many, this café visit is their main activity. Their reason to get dressed. Their connection to the outside world.
A couple of days ago, I was at the gym when I overheard a conversation that stopped me mid-rep. They’re closing the café. The M&S café. Our café. I asked one of the staff members – one of those lovely ladies who makes this place what it is. She confirmed it quietly, almost apologetically, but couldn’t (or wouldn’t) share the details. The rumour mill says it’s about profit margins. The official line from M&S is that they’re repurposing spaces to create room for more popular products. More popular products!. And I felt something crack inside me.
If this is truly about profits, then we need to have a serious conversation about what we value as a society. Yes, businesses need to be viable. Yes, companies have shareholders and bottom lines and quarterly targets. I understand economics, I used to work in the financial services – a Bank to be precise, so I understand numbers. But when did we collectively decide that every single square foot of commercial space must justify its existence purely through revenue? This café might not be their most profitable location. But what’s the cost of closing it? Where exactly do we expect these elderly people to go?
“Just go to another café,” someone might say. But you’re missing the point entirely. This isn’t about coffee. It’s about familiarity. It’s about the staff who know your name. It’s about the community that’s been built, brick by brick, conversation by conversation, over months and years. You can’t just transplant that somewhere else. Community doesn’t work like that.
My elderly friends at the café (many of them in their 80s) represent a growing crisis we’d rather not acknowledge. Let me give you some numbers. According to a recent report on Age and loneliness in the UK, nearly 940,000 older people in the UK are often lonely – that’s one in fourteen people over 65 (Age UK 2024). And here’s the truly heartbreaking bit: 270,000 older people go an entire week without speaking to a single friend or family member.
Do you know how crazy that sounds? Not speaking to a single friend or family member!! A whole week!!
And loneliness doesn’t just make people sad—it kills. It increases the risk of depression, heart disease, stroke, dementia etc. This isn’t just about comfort or quality of life. This is a public health crisis. And yet, we’re closing the very spaces where people find connection. Where will they go? Costa? Starbucks? Even if they could afford the higher prices, those chains don’t foster the same sense of belonging. They’re designed for laptop workers and quick takeaways, not for lingering conversation and community building.
Councils cut funding for community centers – libraries operate on skeleton hours, now commercial spaces that accidentally became social lifelines are vanishing too.
I’m not naive. I know M&S isn’t a charity. I’m also aware they do good work by partnering with food banks and donating surplus food to people who need it. They clearly have a social conscience. But they brand themselves on quality, trust, and British values. Well, here’s a British value: looking after our elderly. Not abandoning them.
M&S, you have an opportunity here. An opportunity to position yourselves as a company that doesn’t just talk about community values but actually lives them. You could be the retailer that says, “We’re keeping our cafés open because we recognise they’re tackling one of the biggest health crises facing our aging population.” Imagine the goodwill. Imagine the respect. Imagine being the company that genuinely helps combat loneliness alongside all the good work you’re already doing – that’s how you truly stand tall amongst your peers.
There’s such thing as enough profit. There’s such a thing as being a responsible corporate citizen. There’s such a thing as recognising that some things – like providing a warm, safe space for lonely pensioners to find friendship – might be worth preserving even if it means slightly less room for those “more popular products.”
Our very own café will probably close. The space will be repurposed – maybe more retail shelving, maybe nothing at all. The decision-makers will never meet the people affected. They’ll never know about the Tuesday regular who’ll now have nowhere to go, or the widow who found a reason to leave the house, or the gentleman who finally made friends after his kids relocated to another country. And my morning ritual? I’ll find another coffee shop. I’ll survive.
But what about the people for whom this was so much more than coffee? What about the 270,000 older people who might go another week without speaking to anyone? What about your chance to be part of the solution instead of part of the problem?#
This is what the world is turning into: a place where community is a nice-to-have but never a must-have. Have we forgotten that sometimes the most valuable things can’t be measured on a balance sheet. We can do better than this.
What do you think? Are there spaces in your community facing similar threats? I’d genuinely love to hear your thoughts.
Reference list
Age UK (2024) Age UK’s new report shows ‘you are not alone in feeling lonely’. Available at: https://www.ageuk.org.uk/latest-press/articles/age-uks-new-report-shows-you-are-not-alone-in-feeling-lonely/ (Accessed: 27 October 2025)
Share this:
A weekend in London…. It’s not what you think
The weekend just gone has mirrored many weekends we have experienced in lockdown: glorious sunshine, hot temperatures, and longing to spend time with family and friends! However this weekend marked the beginning of an attempt at normalcy for our household, as we spent the weekend in London serving hotdogs, burgers, ice creams and cold drinks to park visitors. Something we have done year on year, summer after summer, weekend after weekend: yet this weekend was remarkably different. Therefore the notion that we can return to normalcy soon, doesn’t seem to be ringing true.
For some context: my partner works in/runs a takeaway kiosk by a park in London. It has been closed during lockdown, but re-opened this weekend. This time last year, there were 3, sometimes 4 members of staff (including myself in the summer and on weekends when an extra pair of hands are required), serving customers and giving directions to residents, visitors and tourists of London. This year, there is my partner and I: in a 4metre kiosk it is not possible to safely maintain a 2metre distance so the other members of staff are left waiting until it is safe and viable for them to come to work. They know this, and are happy with the decision as in times like these, safety should be at the forefront of all decisions.
And the added safety precautions are what makes this weekend so unrecognisable at the little kiosk in London (albeit rightly so). It is and has always been a cash business: cash is quicker to process, easier to return should it be required and safer with regards to checking for counterfeit (no issues of hacking machines or someone using stolen cards). In line with the current climate, the decision was made to try and move to contactless payments in order to help reduce the spread of COVID-19. This in itself was hassle and problematic, but I shall not bore you with those details. Alas the machine is here, and off we go. But it requires a steady 4G signal, which by a park is hit and miss, it also disconnects when it has not been used for periods of 30minutes, which happened frequently over the weekend, and there is a minimum spend in order to make the interest rate/payment of the machine justifiable. It is also slow when customer’s contactless does not work, in which case they have to hold and touch the machine, which then results in us having to clean down the machine after this has happened before we can move on to the next transaction, which is certainly not quicker than cash. And whilst most customers I must say have been patient and understanding, this has resulted in several getting quite verbal at the time it is taking to serve them (we are talking a matter of minutes instead of what used to be seconds with cash).
The differences are not just with the use of card, but also how the hot food is done (my area of expertise). Usually customers could apply their own sauces, but now in order to prevent lots of people touching the various sauces on offer and potentially spreading anything, it is left to me to apply. This has resulted in a whole host of comments relating to being stingy with sauces: ‘I know times are hard but come on’, or ‘I actually want to be able to taste the mustard’. I, personally, like to drown food in sauce, no actually mayo, not that fussed about other sauces. However my partner is the complete opposite, the smallest most pathetic amount of sauce you could imagine: that is what he applies to his food! But it is safer and easier to apply too little and add more than the other way, so I am justified in using a little amount of sauce! It has nothing to do with what the sauce costs! Grrrrrr! Cold drinks used to be placed on the top counter, which customers could take themselves, and then once all their selected items have been placed on top, we would charge them and handle the money. Now at the risk of people touching and then returning the item (which results in us having to clean down the bottle or can, slowing everything down), we are asking for money first: which people apparently are not pleased about. They want to feel how cold the drink is: it has come out of the fridge, which it has been in overnight and business is so slow the drinks are not being re-stocked: so trust me it is cold! (Face hitting emoji!)
All in all, it was a stressful weekend, when the amount of customers we served should not have meant it was stressful. I do not mind change and I appreciate that the changes in place are needed to keep everyone safer, which is fine. But things will be slower, things will be different. The media has pushed at the 15th June to resemble something we recognise as ‘normal’: but I do not think this is the case. ‘Normal’ whatever that really means, will not return and maybe this is not such a bad thing. But I will be grateful when it is safe again for customers to apply their own blooming sauces!
Share this:
Empathy Amid the “Fake Tales of San Francisco”*
This time last week, @manosdaskalou and I were in San Francisco at the American Society of Criminology’s conference. This four-day meeting takes place once a year and encompasses a huge range of talkers and subjects, demonstrating the diversity of the discipline. Each day there are multiple sessions scheduled, making it incredibly difficult to choose which ones you want to attend.
Fortunately, this year both of our two papers were presented on the first day of the conference, which took some of the pressure off. We were then able to concentrate on other presenters’ work. Throughout discussions around teaching in prison, gun violence and many other matters of criminological importance, there was a sense of camaraderie, a shared passion to understand and in turn, change the world for the better. All of these discussions took place in a grand hotel, with cafes, bars and restaurants, to enable the conversation to continue long after the scheduled sessions had finished.
Outside of the hotel, there is plenty to see. San Francisco is an interesting city, famous for its Golden Gate Bridge, the cable cars which run up and down extraordinarily steep roads and of course, criminologically speaking, Alcatraz prison. In addition, it is renowned for its expensive designer shops, restaurants, bars and hotels. But as @haleysread has noted before, this is a city where you do not have to look far to find real deprivation.
I was last in San Francisco in 2014. At that point cannabis had been declassified from a misdemeanour to an infraction, making the use of the drug similar to a traffic offence. In 2016, cannabis was completely decriminalised for recreational use. For many criminologists, such decriminalisation is a positive step, marking a change from viewing drug use as a criminal justice problem, to one of public health. Certainly, it’s a position that I would generally subscribe to, not least as part of a process necessary to prison abolition. However, what do we really know about the effects of cannabis? I am sure my colleague @michellejolleynorthamptonacuk could offer some insight into the latest research around cannabis use.
When a substance is illegal, it is exceedingly challenging to research either its harms or its benefits. What we know, in the main, is based upon problematic drug use, those individuals who come to the attention of either the CJS or the NHS. Those with the means to sustain a drug habit need not buy their supplies openly on the street, where the risk of being caught is far higher. Thus our research population are selected by bad luck, either they are caught or they suffer ill-effects either with their physical or mental health.
The smell of cannabis in San Francisco is a constant, but there is also another aroma, which wasn’t present five years ago. That smell is urine. Furthermore, it has been well documented, that not only are the streets and highways of San Francisco becoming public urinals, there are also many reports that public defecation is an increasing issue for the city. Now I don’t want to be so bold as to say that the decriminalisation of cannabis is the cause of this public effluence, however, San Francisco does raise some questions.
- Does cannabis cause or exacerbate mental health problems?
- Does cannabis lead to a loss of inhibition, so much so that the social conventions around urination and defecation are abandoned?
- Does cannabis lead to an increase in homelessness?
- Does cannabis increase the likelihood of social problems?
- Does the decriminalisation of cannabis, lead to less tolerance of social problems?
I don’t have any of the answers, but it is extremely difficult to ignore these problems. The juxtaposition of expensive shops such as Rolex and Tiffany just round the corner from large groups of confused, homeless people, make it impossible to avoid seeing the social problems confronted by this city. Of course, poor mental health and homelessness are not unique to San Francisco or even the USA, we have similar issues in our own town, regardless of the legal status of cannabis. Certainly the issue of access to bathroom facilities is pressing; should access to public toilets be a right or a privilege? This, also appears to be a public health, rather than CJS problem, although those observing or policing such behaviour, may argue differently.
Ultimately, as @haleysread found, San Francisco remains a City of Contrast, where the very rich and the very poor rub shoulders. Unless, society begins to think a little more about people and a little less about business, it seems inevitable that individuals will continue to live, eat, urinate and defection and ultimately, die upon the streets. It is not enough to discuss empathy in a conference, no matter how important that might be, if we don’t also empathise with people whose lives are in tatters.
*Turner, Alex, (2006), Fake Tales of San Francisco, [CD]. Recorded by Arctic Monkeys in Whatever People Say I Am, That’s What I’m Not, The Chapel: Domino Records
Share this:
How to prepare for a year in University
In our society consumerism seems to rain supreme. We can buy stuff to make us feel better and we can buy more stuff to express our feeling to others and mark almost most events around us. Retail and especially all the shops have long been aware of this and so they have developed their seasonal material. These seasonal promotions may have become consumer events now although they do signify something incredibly important to culture and our collective consciousness. There is time for Christmas decorations and festive foods, Easter time and chocolate eggs, mother’s day and nauseating cards father’s day for equally grinchworthy cards. There is valentine’s day to say I love you in full fat chocolates, Halloween to give little kids rotten teeth and a red poppy to remember some of our dead. To those add the summer season with the disposable BBQs and of course the back to school season!
The back to school is one of the interesting ones. Geared to prepare pupils and parents for going back to school and plan ahead. From ordering the uniforms to getting all the stationery and books required. I remember this time of the year with some rather mixed emotions. It was the end of my summer holidays, but it was also the time to get back to school. Until one day I finished school and I went to university. Education is seen as part of a continuous process that we are actively involved from the first day at school to the last day in high school and more recently for more people also involve the first day of going to university. Every year is more challenging than the next, but we move up and continue. For those of us who enjoy education we continue the journey further to further or high education.
There is something to said about the preparation process coming to University; it is interesting seeing advertisements on education this time of the year on the tv and social media promoting stuff for this transition; from the got to have smartphone to the best laptop, the fastest printer scanner all in one thingy to the greatest sound system and many more stuff that would get you ready for the year ahead. Do they really help us out and if not, what do we got to do to prepare for coming to university?
Unfortunately, there is no standard formula here but there is a reason for that. Higher education is adult education. This is the first time in our educational journey that we are sitting firmly on the driving seat. We choose to study (or ought to) what we wish to study. It is an incredibly liberating process to have choice. This however is only the beginning. We make plans of our time. In higher education the bulk of the time required is independent study, and as such we got to negotiate how we will plan our time. We got to decide which reading we are going to do first which notes to read what seminar we shall prepare and what assignment we will make a draft of.
There will be days spent in the library looking for a book, days in a coffee shop talking to fellow students about the seminar reading, days in the learning hub working on an assignment. There are highs, lows and everything in between. But regardless of the emotion at every stage thee will be a sense of ownership of knowledge.
In the first couple of sessions, the bulk of the students keep quiet expecting the correct answer to be given. One interpretation or one truth that describes all. It takes a few times before the realisation emerges that the way we analyse, and project knowledge can be different provided we go through the same processes of scrutiny and analysis. Then conversation emerges and the more reading the better the quality of the ideas that shall emerge.
The first year at University is definitely a declaration of independence and the realisation that we all have a voice. Getting on to the road on empowerment. This is a long journey, and on occasions arduous but incredibly rewarding because it leads to an insight greater than before that removes ignorance and lifts the veil of the unfamiliar.
To our newest students – Welcome to the University and to our returning 2 and 3 years – Welcome back!
Share this:
The Other Side of Intelligence
After I graduated I had a bit of tunnel vision of what I wanted to do. I wanted to either work with young offenders or work with restorative justice. Many opportunities actually came up for me to do several different things, but nothing really worked out and nothing felt right.
I carried on working in retail till February 2018; I was honestly starting to lose hope that I would find something that I would enjoy. I started working for a security company that does many things; from employment vetting to gaining intelligence of various kinds. Although the role is not focused on the criminality side entirely, the theme is very much apparent. I find myself thinking about all the different concepts of criminology and how it ties in to what I am doing.
A big part of my role is intelligence and at first, I didn’t think I would enjoy it because I remember in third year in the module, Violence: Institutional Perspectives*; we looked at the inquiry Stockwell 1; an inquiry into the metropolitan police force following the death of Jean Charles de Menezes. Jean Charles was mistaken by intelligence officers for Hussain Osman, one of the terrorists responsible for the failed bomb attacks in London. This particular inquiry frustrated me a lot, because I just felt like, how is it possible for the police to mistake an individual for an innocent person. I just couldn’t accept when we were going through this case how trained officers were able to fail to identify the correct person, regardless of all the other factors that pointed to Jean Charles being the culprit. However, now being in a similar position I understand more how difficult it actually is to identify an individual and being 100% sure. There have been times in my line of work that I have had to question myself 2, 3, even 8 times if the person I found was really who I was looking for.
I do think I question it a lot more because I know how much my job can affect a person’s life and/or future. I do think criminology has been one of the best decisions I made. I know that I view things differently from other people I work with, even my family. Just little things that people tend not to notice I see myself. Thinking, but could it be because of this, or could it be because of that. Criminology really is part of everyday life, it is everywhere, and knowing everything I know today I wouldn’t have it any other way.
*Now CRI3003 – Violence: From Domestic To Institutional
Share this:
The Next Step: Life After University
My name is Robyn Mansfield and I studied Criminology at the University of Northampton from 2013 to 2016. In 2016 I graduated with a 2:2. The University of Northampton was amazing and I learnt some amazing things while I was there. I learnt many things both academic and about myself. But I honestly had no idea what I wanted to do next. I went to University wanting to be a probation officer, but I left with no idea what my next step would be and what career I wanted to pursue.
My first step after graduating was going full-time in retail because like most graduates I just needed a job. I loved it but I realised I was not utilising my degree and my full potential. I had learnt so much in my three years and I was doing nothing with my new knowledge. I started to begin to feel like I had wasted my time doing my degree and admitting defeat that I’d never find a job that I would use my degree for. I decided to quit my job in retail and relocate back to my hometown.
I was very lucky and fell into a job working in a High School that I used to attend after I quit my retail job. I became a Special Educational Needs Teaching Assistant and Mentor. I honestly never thought that I’d be working with children after University, but the idea of helping children achieve their full potential was something that stood out to me and I really wanted to make a difference. The mentoring side was using a lot that I’d learnt at University and I really felt like I was helping the children I worked with.
I am currently an English Learning Mentor at another school. I mentor a number of children that I work with on a daily basis. As part of my role I cover many pastoral issues as well. I am really enjoying this new role that I am doing.
Eventually, in the short-term I would love to do mentoring as my full role or maybe progress coaching in a school. In the long-term I would love to become a pastoral manager or a head of year. The work I have been doing is all leading up to me getting the experience I need to get me to where I want to be in the future.
The best advice I would give to people at University now or who have graduated is not to worry if you have no idea what you want to do after you’ve got your degree. You might be like me, sat at University listening to what everyone else has planned after University; travelling, jobs or further education. Just enjoy the University experience and then go from there. I had no idea what I was doing and at certain points I had no job for months. But in a months time, a years time or longer you will finally realise what you want to do. It took me doing a job I never expected I would do to realise what I wanted to do with my degree.
Thoughts from the criminology team 