The United Methodist Publishing House will be closing all its Cokesbury retail stores, and investing in enhancing its online store and the Cokesbury Toll-free Call Center, Neil Alexander, UMPH president, confirmed this afternoon.
A press release below gives some details. Below that is another UMPH release, anticipating questions about the move.
UNITED METHODIST PUBLISHING HOUSE LAUNCHES COKESBURY TRANSITION
NASHVILLE, Tenn., (Nov. 5, 2012) – The Board of Directors of the United Methodist Publishing House (UMPH) has announced the launch of a transition initiative, CokesburyNext, for its retail division. CokesburyNext will redirect focus and resources toward expanding and enhancing products and services at Cokesbury.com, the Cokesbury Call Center (1-800-672-1789), and through a team of Cokesbury Sales Representatives. As part of this transition, Cokesbury will be closing its 38 full-line stores and 19 seminary stores.
Cokesbury, which offers resources for congregations, seminaries, church leaders, study groups, and individuals has seen a steady increase in sales through Cokesbury.com and its Cokesbury Call Center operation over the past 10 years. At the same time, the number of Cokesbury customers relying solely on store locations has steadily declined. In the most recent customer survey, only 15 percent of Cokesbury’s customers reported shopping exclusively in stores. As a result of changes in the industry and the consumer shift to digital shopping and purchasing, the local stores are no longer financially viable.
“Cokesbury has been serving for more than 200 years, and during that time has continuously adapted to the changing landscape affecting congregations and their leaders,” said UMPH President and Publisher Neil Alexander. “A shift toward all things digital and the convenience of placing orders at any time is the reality of Cokesbury today. It is difficult to see the closure of Cokesbury local stores, but doing so will allow us to make a greater investment in the ways of shopping with Cokesbury that customers increasingly prefer.”
CokesburyNext involves the enhancement of four distinct purchasing channels. The Cokesbury Call Center (1-800-672-1789) will be extending its hours to 10 p.m. Eastern Time and increasing staffing to better suit busy customer schedules. Cokesbury.com will be continuously improved to serve customers and will regularly feature special offers and products. The scale and frequency of Cokesbury’s presence at local conferences and meetings will increase, and Cokesbury will work with church partners to host many of its most popular events. To better serve customers who require personal attention, we will deploy more than 40 Cokesbury Sales Representatives who will bring information about a full complement of products directly to customers at their churches and other ministry settings.
Cokesbury is taking steps to help ensure the well-being of store personnel following the closure of the local stores. The ministry will assist them in the transition, providing both severance packages and job search services.
CokesburyNext will be rolled out throughout 2013, and the last Cokesbury local store is expected to close by April 30, 2013. More information on CokesburyNext is available at www.CokesburyNext.com.
What is happening at Cokesbury?
CokesburyNext is an initiative to expand the ways we serve customers and meet their needs. Many of our customers prefer making purchases at Cokesbury.com and through our 1-800-672-1789CokesburyCallCenter, so we are increasing our focus and enhancing these sales channels to better serve them. In order to invest in these channels, we will close all Cokesbury brick and mortar stores where customer demand is decreasing as costs steadily grow.
Why are Cokesbury stores closing?
Increasingly, customers prefer the convenience and speed of purchasing on the web or over the phone. The cost of maintaining buildings, inventory and staff in dozens of brick and mortar stores has exponentially increased at the same time that customers show that they prefer other ways to preview and buy resources for their ministries. To assure that we are meeting customers in the ways they tell us they want most, we are enhancing the online shopping experience at Cokesbury.com, extending Cokesbury Call Center hours, adding new local Cokesbury Sales Representatives across the U.S. who will meet locally with church staff, lay volunteers and pastors at their own churches and increasing the frequency and scale of Cokesbury’s presence at special events such as the annual Christian Education Showcase. Closing the local stores allows us to make even larger investments in other already popular Cokesbury sales channels.
How will I be able to purchase books and other resources and supplies for my church? Will I still have my Cokesbury charge account?
Cokesbury will continue to offer a full array of products, which you can view and select at Cokesbury.com, by calling 1-800-672-1789 or contacting the Cokesbury Sales Representative in your area. Cokesbury charge accounts will continue just as they do now and customers may use their charge privileges online, over the phone or in person at events. In the coming months, we will be announcing even more special events at churches and other locations across theU.S.where you can review materials and talk with Cokesbury staff about your needs.
Is Cokesbury closing both full line and seminary stores?
Yes, Cokesbury will be closing all 38 full line stores and 19 seminary stores.
Is Cokesbury going out of business?
Cokesbury is not going out of business. There are multiple ways our customers order and receive the resources they need. Our sales data and customer research show that most already prefer making purchases at Cokesbury.com and through ourCokesburyCallCenter at 1-800-672-1789. We are increasing our focus on these sales channels, as well as expanding our Cokesbury Sales Representatives and enhancing Cokesbury Events to ensure that we better meet our customers’ needs.
I have great memories of visiting Cokesbury stores. Why are you eliminating something with such a deep history?
We love that Cokesbury brick and mortar stores have played such endearing roles in the lives and ministries of so many for decades. Maintaining brick and mortar stores as one kind of outlet among our several retail channels worked best in a different era when costs were not as great and access to other channels like Cokesbury.com wasn’t possible. As we’ve seen with bookstores and independent shops all over theU.S., economic realities make maintaining brick and mortar stores less and less viable. Customers are choosing other ways to get the information they need, make choices and handle purchases. We are committed to serving not only the church as it was but as it is becoming, and now is the time to make the change and concentrate on delivering resources to customers in the ways they prefer.
When will my local Cokesbury store close?
Cokesbury stores will close based on local circumstances, lease expirations, etc., with all current locations ending business no later than April 30, 2013. You can check plans for each store at CokesburyNext.com where ongoing updates will be provided including the anticipated dates for specific store site closings.
What will happen to Cokesbury store employees?
Cokesbury store employees have served thousands of individuals and churches in wonderful ways. We honor their ministry and will make concerted efforts to assist them in the transition to new work and to help ensure their well-being. Spiritual and other counseling will be available and we will provide outplacement services and severance packages for employees.
If you are an employee looking for more information, please visit the UMPHNet intranet site.
I don’t like making purchases online, but I work during the day. How can I place my order?
As part of CokesburyNext, we will be extending theCokesburyCallCenter hours to better suit your schedule. With these changes, you will be able to speak to a knowledgeable member of our team and place your order as late as 10:00 p.m. Eastern Time through the end of this year. Early in 2013 we will expand our hours to serve customers 24 hours a day, 6 days a week.
Can I use Cokesbury gift cards online?
Yes, Cokesbury gift cards can be used online at Cokesbury.com and through the Cokesbury Call Center at 1-800-672-1789.”
Will I have to pay shipping now that I can’t make purchases in a store?
While some of your purchases through Cokesbury will require that you pay shipping, it is our plan to frequently extend special offers of free or reduced cost shipping. You will also find that sale pricing at Cokesbury.com, as well as special offers through our catalogs, will offset the cost of shipping in many cases. We invite you to sign up for our email and catalog lists so that you never miss an opportunity to make your purchases during special campaigns. Overall, customers will find that the convenience of shopping with Cokesbury from the comfort of home or office, as well as savings in time and fuel will offset any modest shipping charges.
What will I be able to buy through Cokesbury.com, the Cokesbury Call Center, local events and directly through my Cokesbury Sales Representative?
Many of the products currently available at Cokesbury stores, as well as additional items including church furnishings, altarware and apparel for clergy and choirs can be purchased through Cokesbury.com, by contacting Cokesbury at 1-800-672-1789 or through local Cokesbury Sales Representatives.
Will the new Cokesbury Sales Representative positions be filled by current Cokesbury employees?
There will be approximately 40 Sales Representative positions, and we expect that many will be filled by current employees.
How do I contact one of the new sales representatives?
As representatives are hired their contact information will be available on both websites.
You had great events at your store. Will you be holding those elsewhere?
Yes. We will partner with local churches and others in the future to ensure that events like Christmas Open House and VBS Showcase and other events are offered across theU.S.
Will you be liquidating the books and other products in the stores?
Most of the products in our stores will be held at our Nashvillewarehouse and available for customers as they place their orders. Some items will be sold by the stores before closing, and other products may be donated to local ministries.
What does CokesburyNext mean for my book or resources?
Abingdon Press and Cokesbury authors have long benefited from our strong direct relationships with churches and church leaders, and this will continue to be the case. All Abingdon Press and Cokesbury publications will continue to be available through Cokesbury.com, highlighted in catalogs and sold from theCokesburyCallCenterat 1-800-672-1789. With the growing number of Cokesbury Sales Representatives and special events where products can be seen first-hand, the materials we publish will continue to be highly visible and readily available both through Cokesbury sales channels as well as through other booksellers.
Will the promotion of my works change?
Promotional activities will change but not decrease. We will follow our customers’ habits in promotion just as we are in our retail presence. As we expand our online capabilities, we will meet people where they are with online promotions, enhanced e-mail, smart ads and more. The Cokesbury catalogs and direct mail will continue but with new ways to connect the customer with the call center and the website. Our growing number of Cokesbury Sales Representatives will meet customers face-to-face through sales calls and events leveraging opportunities to share samples and videos and to lead them through books and resources. Sales and promotional activity to our wholesale accounts are not part of this change.
How will I know that Cokesbury Sales Representatives are promoting my work?
There are several ways to see the sales work in action. The Cokesbury Sales Representatives will be using Cokesbury catalogs and mail promotions as a basis for their presentations. You’ll be able to see how your products are presented in these important print promotions. The Cokesbury.com site will also be a mobile tool for representatives to use to present books and programs to congregations with access to excerpts, videos, and special price offers. These visible selling tools will assure you that your work has presence.
Will you be reducing your inventory and will this reduce sales?
Our inventory levels will not affect your sales in a negative way. We will in fact have greater control over and access to your book stock in our centralized warehouse than we had across the chain of store locations.
How will you host author signing events now?
We will have many of the same opportunities in place. In-store book signings have dwindled in success while signings after speaking events and conferences continue to be good ways to meet your readers. Our Cokesbury Sales Representatives will be in locations around the country to help with special events and arrangements.
Will you change the types of things that you sell?
Cokesbury continues to serve congregations, their leaders, Christian readers, and seekers. We expect the majority of our product selection to remain the same.
Who can I contact with more questions?
Your editor and your associate publisher will be available to talk with you in greater detail about your book, publicity, and promotion plans and sales channels.