Austins Department Store in Newton Abbot celebrates 100th anniversary

In many respects, the world has changed beyond recognition over the past 100 years, with British high streets undergoing a profound yet sometimes worrying transformation.

However, since 1924, Austins Department Store has remained a constant but ever-evolving symbol of success in Newton Abbot, becoming a fundamental part of the town in the process.

The success of Austins and its contribution to Newton Abbot is enviable to many comparable towns, and shows how a blend of strong community values and a relentless commitment to improvement can create a lasting, independent business.

As this Devon institution celebrates its centenary, now seems an appropriate moment to look at how this multi-generational business began, what it's become and where it’s heading.

The Past

The Austins story began in 1924 when Robert Austin and his son Charles moved from Romford to Newton Abbot, where he took over 6 Courtenay Street, a small drapers shop with a corrugated tin roof.

“My grandfather was very much a self-made man,” said David Austin, Robert’s grandson and the current owner of the business.

“He had worked hard to establish a successful business in Romford, but their landlord had taken the property back. In Newton Abbot, they could buy the business and it was near a Marks and Spencer, which was the aim.”

Austins opened on Saturday, March 1, 1924, at 10am. Over the following decades, Austins grew to become a trusted name on the high street, building a reputation for value, variety, service and integrity.

Robert Austin died in 1950, leaving the business under the management of his son, Charles Austin. In the post-war period, Charles started to expand the business and develop Austins into what it is today. A turning point came in 1955 when the store was extended to reach through to East Street, fulfilling Charles’s dream of creating a walk-through department store.

Austins' success was beginning to gain momentum, and the third generation, David Austin and his sister Mary White, were born right into the midst of it.

David remembered: “Our childhood is full of memories of drawings and plans on the dining room table with the next development always being talked about.

“I used to always remember sale time. It was amazing, we were tiny children but you couldn’t move in the store, it was like sardines.”
Mary White added: “When we were young we used to get pulled into helping out for the sales. I remember working on the towel counter when I was about 11.”

Austins wasn’t the only department store in town at the time. When David and Mary were children, there were five other department stores in Newton Abbot and Austins wasn’t even the biggest.

But as others began to falter, Austins continued to grow. A turning point came when House of Fraser closed in 1988, allowing Austins to take on many of their rival’s cosmetics and fashion lines.

The third generation of Austins began to take the helm in the 1980s, with Charles ‘retiring’ in 1990.

Mary said: “It was on his 90th birthday that he made a speech saying he’d take a step back, but he was at the store the next morning at 9 o’clock. He had a huge amount of energy and a very sharp mind."

David added: “He loved the business and was completely committed to it. It was his determination that drove Austins from a drapery store to a department store.”

With Austins now in the hands of the third generation of the family, the selling area was more than doubled again. The building opposite the main department store, formerly the Globe Hotel, became the home store. The toys and men's stores were also purchased, followed by the furniture store - all surrounding the Clock Tower.

In the 2000s, the landmark corner building, formerly a bank, was incorporated into the fashion store, creating a continuous building from Courtenay Street to East Street.

David said: “Buying the buildings around us was never the plan, it was an opportunity. You know how life develops. But that’s when the idea of the Austin’s Quarter began. It’s been a game of buying what’s around us and making it work.”

He added: “Having lots of different buildings gives each one uniqueness and character, which I think makes for an interesting shopping experience and a pretty significant presence on the high street.”

The Present

After 100 years, Austins is stronger than ever. While many department stores across the country have been closing, falling victim to larger chains or internet shopping, Austins has managed to adapt and prosper.

The store now has nine sales floors split across four buildings, totalling over 50,000 square feet. It has come to dominate one end of Newton Abbot, now known as the Austins Quarter.

David put its success down to several factors. He said: “First and foremost, it’s the people we have, working together and making this a business that welcomes and looks after our customers. It’s a shopping experience you can’t get anywhere else.

“Also there’s been a constant pursuit of improvement in the business. We never stop thinking about how we can adapt and improve. We move the whole time in terms of getting the merchandise mix better and improving the way the stores look.

“The other thing that’s made a huge difference is our use of technology, we have completely changed the way the business is run on a technical basis. We now understand the journey of the merchandise from the moment it arrives here to the moment it goes out. Everything is tied up into a cohesive process.”

With independent retailers vanishing from the high street across the country, Newton Abbot isn’t just important to Austins; Austins is also important to Newton Abbot.

David said: “I think there’s a comeback for stores with individuality, localism, independence and good values. We as a business can offer a deeper connection with the community.

“We have our family name over the door and I hope there’s a sense of trust, almost ownership, that goes with that name. That’s what we strive for and we’ll always work hard to maintain that.”

From helping in high street security to playing an active role in the town's Christmas light displays and various community projects, the store continues to play a big part in Newton Abbot life.

Mary said: “It’s not just about the shopping, we want to be a part of the community and hopefully the community feels that they’ve got a bit of us in their heart.”

Another part of the connection between Austins and the community is through its 100 strong team, about 75% of whom have been with the business for over 20 years.

One long-standing member of staff is Debbie Maloney. Living in Kingsteignton, Debbie has worked for Austins since 1979, when she joined at the age of 15. She’s now worked in every department and has become a senior manager.

“I started in haberdashery,” Debbie remembered, “back then I wasn’t even allowed near the till.”

She continued: “Working your way up like that is good because you learn your trade and the nitty-gritty of the business.

“Working for Austin’s, I don’t feel like I’m just a number. I’m valued, cared for and secure. Everybody here is part of that and works together to make it a success.”

After over 40 years, Debbie has grown with Austins, even meeting her husband of 26 years at the store.

She added: “There’s a few more buildings now, more products, but the ethos has remained the same. We still look after our customers and many of them have returned over generations. In toys, I’ve seen kids I used to serve bring in their children and then grandchildren.”

The Future

While the Austin family has managed to create a business model that’s lasted a century, the future presents new challenges for the business to adapt to.

For David, that means pushing Austins towards a more sustainable future. The roofs of the buildings are now topped with over 1,000 solar panels, generating at least 220KWh.

Inside, energy usage has been reduced by 80% after a huge investment was made to switch to LED lights across the shop floor.

David said: “I’ve always been interested in the environment and running a business that works with the environment. Sustainability isn’t just a matter of good business, it's also about doing the right thing for the next generation."

Now, that next generation of the Austin family is making its mark. Catherine White, daughter of Mary White, recently joined the business after training and singing opera in London.

She now manages the social media and marketing side of the business.

Catherine said: “When you grow up around Austins, it does just feel like normal life. But the older you get the more you realise what a special thing Austins is, and that gives me a big sense of responsibility coming from the younger generation”

David added: “We almost see this job now as being the custodians of Austins for the next generation. (Removed Sentence)  Working at Austins has become more than a career for a lot of us, it’s a lifestyle. We are here to ensure the Store has a great future."

To celebrate the 100th anniversary of Austins, Friday and Saturday, March 1-2 will see a celebratory sale, with 10% off and double points