Case Study: Douglas Macmillan Hospice boosts retail income with Cybertill CharityStore

How the Dougie Mac retail operation has become the largest income generator for the hospice

Douglas Macmillan Hospice, a large hospice in North Staffordshire, needed a modern retail solution to support its growth and manage its 21 charity shops. The challenge was to replace manual, time-consuming processes with a system that could handle high volumes of transactions efficiently, improve Gift Aid capture, and provide better data visibility. They chose to partner with Cybertill and implemented its CharityStore EPoS platform.

By using Cybertill's CharityStore, the hospice automated manual tasks, established a full audit trail, and gained powerful data analysis capabilities. The solution included integrated loyalty and Gift Aid modules, which streamlined donor sign-ups and improved customer recognition. As a result, Cybertill helped Dougie Mac increase its retail turnover from £2 million to a projected £3.75 million and grow Gift Aid contributions by 10% in a single year, making retail its largest income generator.

Douglas Macmillan Hospice

Liz Clarke

Head of Retail