WITH more than 40 years of retail experience, Bill Nettlefield knows what customers want.

So, when the opportunity arose to open a shop in Colchester city centre, he jumped at the chance.

The entrepreneur and founder of Colchester’s gift emporium, Bill & Bert’s, has shared his ingredients for success, after his business was named among the UK’s favourite local businesses.

The shop, in Sir Isaac's Walk, was runner up in the UK's Favourite Local Business competition receiving hundreds of votes.

Mr Nettelfield set up the store in August 2019, with business partner Sarah Charlton, taking over the former Karen Millen store.

He set up the firm after leaving the Calendar Club brand which he helped bring to the UK.

On his retail success Mr Nettelfield said: “I’ve worked on the high street since the 70s, starting with Lilywhites.

"I then opened a furniture shop in Halstead, ran a gift shop called Amy’s in Cheltenham for 10 years, and set up the London Aquarium Gift Shop.

“In 1998, the owners of Calendar Club wanted to bring the brand to the UK. In 20 years, we opened 300 stores."

And it was a chance opportunity which led to Bill & Bert's in Colchester. 

Mr Nettelfield said: “I left Calendar Club in 2017 and was thinking about what to do next.

"I don’t live far from Colchester so when the 2,500 square foot Karen Millen shop became available, I thought ‘we can do it differently here’.

“If people are making the effort to shop in person, they want choice and we have to offer that to compete with online.

“They are also incredibly keen to find gifts that are unique, and that’s why we stock items that you don’t see everywhere else.

“When you come into Bill & Bert’s, it’s more like a personal shopping experience. It used to be the nationals that provided the best customer service but now it’s the independents.

“Independents have to give themselves a point of difference and customer service could be it.”

Mr Nettelfield says Bill & Bert's would not be possible without his team. 

He said: “The best advice I can give to other independent business owners is to choose staff who are nice people, pay them properly and have enough staff at all times, even in January.

"It is a false economy to have less staff to save money, because you’ll lose out in other areas. Pay your suppliers on time.

"Then, if you need more stock quickly, you’ll be top of the list. And treat every customer like a long term customer not a one off sale.

“Most of our team are slightly bonkers but that’s Bill & Bert’s all over and our team creates that fun atmosphere at the shop.

"I am proud of Bill & Bert’s and what we have built here in Colchester.”

Bill & Bert’s is part of the Colchester Gift Card, which was introduced by Our Colchester Business Improvement District (BID) in summer 2021.

Sam Good, manager at Colchester BID, said: “It’s fantastic to see a Colchester institution like Bill & Bert’s receiving this accolade as one of the UK’s favourite local businesses.

"Their commitment to sourcing and offering unique varied stock, and providing positive customer experience, is commendable and a big reason that locals love Bill & Bert’s.

"It is also why people will also travel from miles around to visit the shop. Congratulations to Bill and the team.”