Sorry for interrupting, this website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Learn more
Accept & Close

Department Store Retailing - UK - March 2012

“As mobile devices become the key connecting point for cross-channel they will have a major impact on how companies communicate with their customers and how they foster loyalty, but they could become the perfect conduit for delivering more potent messages about the advantages of ‘click and collect’ services too”.

– Hilary Monk, Senior Retail Analyst

Some questions answered in this report include:

  • Can department stores market ‘click and collect’ more effectively?
  • How can new store formats contribute in today’s cross-channel era?
  • How are international strategies developing?
  • Can department stores do more for younger online shoppers?
  • Are retailers doing enough with their stores?

What you get

What's included

Why buy from us?

Succeed

Our reports will provide you with market data, consumer research and competitive intelligence to succeed in your market.

Instant Access

Buy now and you'll have instant access to the information you need to make the right decisions.

Opportunities

Find out what's next in the markets that matter to you: where opportunities lie and what challenges you will face.

Trusted

A business Superbrand, Mintel is a source you can trust. We have been defining and refining the Market Intelligence mix since 1972.

Table of contents

  1. Introduction

    • Department store definition
      • Sector benchmarks
        • Department stores
          • Mixed goods retailers
            • Accounting policy
              • Market shares
                • Abbreviations
                • Executive Summary

                    • The market
                      • Figure 1: Department stores’ sales and forecast, incl. VAT, 2006-16
                    • Market factors
                      • Consumer spending – beauty growing fast
                        • Figure 2: Total consumer spending on core department store categories, 2006-11 (est)
                      • Families and older people will continue to feel the squeeze
                        • Foreign visitors
                          • Online growth
                            • Figure 3: Online sales by the leading department stores (excl. VAT), 2009/10 and 2010/11
                          • Companies, brands and innovation
                            • Market shares
                              • Figure 4: Leading department stores’ shares of sector sales, 2009 and 2010
                            • Winners and losers 2010/11
                              • Figure 5: Leading department store retailers: annual % change in sales, 2009/10-2010/11
                            • Major innovations
                              • Space allocation
                                • Figure 6: Major department stores, space allocation by major category, Spring 2012
                              • The consumer
                                • How often they shop
                                  • Figure 7: Frequency of purchasing at department stores, in-store and online, February 2012
                                • Where they purchase
                                  • Figure 8: Department stores purchased from in the past six months, in-store and online, February 2012
                                • What they like
                                  • Figure 9: What consumers like about department store shopping, February 2012
                                • What would encourage them to buy more online
                                  • Figure 10: What would encourage them to shop more online, February 2012
                                • What we think
                                • Issues in the Market

                                    • Can department stores market ‘click and collect’ more effectively?
                                      • How can new store formats contribute in today’s cross-channel era?
                                        • How are international strategies developing?
                                          • Can department stores do more for younger online shoppers?
                                            • Are retailers doing enough with their stores?
                                            • Future Opportunities

                                                • Secret Secret
                                                  • Moral Brands
                                                  • Economic and Demographic Context

                                                    • Key points
                                                      • Foreign visits
                                                        • Figure 11: Overseas residents’ visits to the UK, by area of residence, 2010 and 2011
                                                      • Ageing population
                                                        • Figure 12: UK: Over-65s as a percentage of the total UK population, 1991-2020
                                                      • The economy
                                                        • Figure 13: UK: Real-terms, year-on-year GDP growth, Q1 2009-Q4 2011
                                                      • Confidence
                                                        • Figure 14: UK: Consumer confidence and retail trade confidence, Jan 2011-Jan 2012
                                                      • Inflation
                                                        • Figure 15: Consumer prices index selected categories, Jan 2011-Jan 2012
                                                        • Figure 16: Average monthly cotton prices per lb, Jan 2010-Jan 2012
                                                    • Consumer Spending on Department Store Categories

                                                      • Key points
                                                        • Core department store categories
                                                            • Figure 17: Consumer spending on core department store categories, 2006-11 (est)
                                                          • Full spending breakdown
                                                              • Figure 18: Consumer spending on department store categories, 2006-11
                                                          • Strengths and Weaknesses

                                                            • Strengths
                                                              • Weaknesses
                                                              • Who’s Innovating?

                                                                • Multichannel impacting on stores
                                                                  • Figure 19: House of Fraser.com store, Liverpool, 2011
                                                                • Online, on-demand
                                                                  • Figure 20: Debenhams’ virtual pop-up store, Trafalgar Square, 2011
                                                                • New apps
                                                                  • Putting the customer in charge
                                                                    • Catering for all
                                                                      • Tapping online data
                                                                        • Encouraging online reviews
                                                                          • Figure 21: Example of a John Lewis Partner product review, together with customer reviews, 2011
                                                                      • Sector Size and Forecast

                                                                        • Key points
                                                                          • Market size
                                                                              • Figure 22: Department store sales, 2006-10
                                                                            • Recent performance – conflicting factors
                                                                              • Looking forward
                                                                                • Forecast
                                                                                  • Figure 23: Department store sales, 2005-16
                                                                                  • Figure 24: Department store sales, 2006-16
                                                                              • Space Allocation Analysis

                                                                                • Key points
                                                                                  • Space allocation summary
                                                                                    • Figure 25: Major department stores, space allocation by major category, Spring 2012
                                                                                    • Figure 26: Department stores – space allocation summary, Spring 2012
                                                                                    • Figure 27: Department stores – space allocation summary, Spring 2012 (continued)
                                                                                  • Methodology
                                                                                  • Retail Product Mix

                                                                                      • Space data summary
                                                                                        • Figure 28: Space allocation summary, February 2012
                                                                                      • Product mix estimates
                                                                                        • Figure 29: Estimated product mix, 2011/12
                                                                                      • Sales density estimates
                                                                                        • Figure 30: Major department stores, Sales density by product, 2011/12
                                                                                    • Leading Retailers

                                                                                      • Key points
                                                                                        • The high end: Harvey Nichols continues to underperform
                                                                                          • Figure 31: Leading luxury department stores: annual % change in sales, 2006/07-2010/11
                                                                                        • The midmarket: Premium segment proves robust
                                                                                          • Figure 32: Leading midmarket department stores: annual % change in sales, 2006/07-2010/11
                                                                                        • Portfolio developments and prospects
                                                                                          • Consolidation continues
                                                                                              • Figure 33: Leading department store retailers, 2010/11
                                                                                          • Market Shares

                                                                                            • Summary: the top five
                                                                                              • Figure 34: Leading department stores’ shares of sector sales, 2009/10 and 2010/11
                                                                                            • In detail: the major operators
                                                                                              • Figure 35: Leading department stores’ shares of department store sector and mixed goods sector sales, 2010/11, and 2011/12
                                                                                          • Online

                                                                                            • Key points
                                                                                              • Online department stores sector size
                                                                                                • Figure 36: Estimated online department store sales (excl. VAT), 2009/10 and 2010/11
                                                                                              • The online sector leaders
                                                                                                  • Figure 37: Online sales by the leading department stores (excl. VAT), 2009/10 and 2010/11
                                                                                                  • Figure 38: Online sales by the leading department stores as a proportion of statutory revenues (excl. VAT), 2009/10 and 2010/11
                                                                                                • Leading department store websites
                                                                                                  • Figure 39: Leading department store retail websites, three-month average to January 2012
                                                                                              • Advertising and Promotion

                                                                                                • Key points
                                                                                                  • Ad spend by sector leaders
                                                                                                      • Figure 40: Main media advertising spend, by leading department store retailers, 2007-11
                                                                                                    • Spending relative to turnover
                                                                                                      • Figure 41: Leading department store retailers’ advertising spending as % of turnover, 2007-10
                                                                                                    • Spending by media
                                                                                                        • Figure 42: Leading department store retailers’ main media advertising distribution, by media, 2011
                                                                                                      • Major campaigns
                                                                                                          • Figure 43: Marks & Spencer Christmas campaign, 2011
                                                                                                          • Figure 44: Marks & Spencer’s augmented reality billboard at Waterloo Station, London, 2011
                                                                                                          • Figure 45: Debenhams’s Life Made Fabulous campaign, 2011
                                                                                                          • Figure 46: John Lewis’s Christmas 2011 campaign
                                                                                                      • Brand Research

                                                                                                        • Brand map
                                                                                                            • Figure 47: Attitudes towards and usage of brands in the department store sector, December 2011
                                                                                                          • Correspondence analysis
                                                                                                            • Brand attitudes
                                                                                                              • Figure 48: Attitudes by department store brand, December 2011
                                                                                                            • Brand personality
                                                                                                              • Figure 49: Department store brand personality – macro image, December 2011
                                                                                                              • Figure 50: Department store brand personality – micro image, December 2011
                                                                                                            • Brand experience
                                                                                                              • Figure 51: Department store brand usage, December 2011
                                                                                                              • Figure 52: Satisfaction with various department store brands, December 2011
                                                                                                              • Figure 53: Consideration of department store brands, December 2011
                                                                                                              • Figure 54: Consumer perceptions of current department store brand performance, December 2011
                                                                                                              • Figure 55: Department store brand recommendation – Net Promoter Score, December 2011
                                                                                                            • Brand index
                                                                                                              • Figure 56: Department store brand index vs. recommendation, December 2011
                                                                                                            • Target group analysis
                                                                                                              • Figure 57: Target groups, December 2011
                                                                                                              • Figure 58: Department store brand usage, by target groups, December 2011
                                                                                                            • Group One – Conformists
                                                                                                              • Group Two – Simply the Best
                                                                                                                • Group Three – Shelf Stalkers
                                                                                                                  • Group Four – Habitual Shoppers
                                                                                                                    • Group Five – Individualists
                                                                                                                    • The Consumer – How Often They Shop

                                                                                                                      • Key points
                                                                                                                        • What we asked
                                                                                                                          • How often consumers browse
                                                                                                                              • Figure 59: Frequency of browsing at department stores, in-store and online, February 2012
                                                                                                                            • How often consumers buy
                                                                                                                                • Figure 60: Frequency of purchasing at department stores, in-store and online, February 2012
                                                                                                                                • Figure 61: Frequency of purchasing among those who purchase at department stores, in-store and online, February 2012
                                                                                                                              • The ratio of shopping to browsing
                                                                                                                                  • Figure 62: Purchasing at department stores as a percentage of browsing at department stores, by frequency period, in-store and online, February 2012
                                                                                                                              • The Consumer – Where They Shop

                                                                                                                                • Key points
                                                                                                                                  • What we asked
                                                                                                                                    • Where consumers purchase
                                                                                                                                        • Figure 63: Department stores purchased from in the past six months, whether in-store and online, February 2012
                                                                                                                                      • Average consumer by age and affluence
                                                                                                                                          • Figure 64: Department stores purchased from in the past six months, whether in-store and online, by age and affluence of shopper, February 2012
                                                                                                                                        • Where consumers purchase – online/offline break
                                                                                                                                            • Figure 65: Department stores purchased from in the past six months, in-store and online, February 2012
                                                                                                                                          • Average consumer for in-store/online purchasing by age and affluence
                                                                                                                                              • Figure 66: Department stores purchased from in the past six months, in-store and online, by age and affluence of shopper, February 2012
                                                                                                                                            • Purchasing online by demographic group
                                                                                                                                                • Figure 67: Department stores purchased from in the past six months, online, by demographic group, February 2012
                                                                                                                                              • Where consumers browse – online/offline break
                                                                                                                                                • Figure 68: Department stores browsed in the past six months, in-store and online, February 2012
                                                                                                                                              • The ratio of shopping to browsing
                                                                                                                                                  • Figure 69: Purchasing at department stores as a percentage of browsing at department stores, by retailer, in-store and online, February 2012
                                                                                                                                              • The Consumer – What They Buy

                                                                                                                                                • Key points
                                                                                                                                                  • What we asked
                                                                                                                                                    • Online and offline purchases by category
                                                                                                                                                        • Figure 70: Products purchased at department stores in the past six months, in-store and online, February 2012
                                                                                                                                                      • Clothing and personal care goods drive the sector
                                                                                                                                                          • Figure 71: Fashion, beauty and sports products purchased at department stores in the past six months, in-store and online, February 2012
                                                                                                                                                          • Figure 72: Fashion and beauty products purchased at department stores in the past six months, whether in-store or online, February 2012
                                                                                                                                                        • Home and leisure goods show lower penetration levels
                                                                                                                                                            • Figure 73: Home and leisure products purchased at department stores in the past six months, in-store and online, February 2012
                                                                                                                                                            • Figure 74: Home and leisure products purchased at department stores in the past six months, whether in-store or online, February 2012
                                                                                                                                                        • The Consumer – What They Like About Department Stores

                                                                                                                                                            • Key points
                                                                                                                                                                • Figure 75: What they like about department store shopping, February 2012
                                                                                                                                                              • Gender divide
                                                                                                                                                                • Figure 76: What they like about department stores, by gender, February 2012
                                                                                                                                                              • Young people find department stores fun to look around
                                                                                                                                                                • Figure 77: What the 16-24s like about department stores, February 2012
                                                                                                                                                              • Older consumers like the Sales
                                                                                                                                                                • Figure 78: What the 55s and over like about department stores, February 2012
                                                                                                                                                              • What they like by where they shop
                                                                                                                                                                • Figure 79: Things they like about department stores, by where they bought instore and online, in last six months, February 2012
                                                                                                                                                            • The Consumer – What Would Encourage Them to Buy More Online

                                                                                                                                                                • Key points
                                                                                                                                                                    • Figure 80: What would encourage them to shop more online, February 2012
                                                                                                                                                                  • Gender differences
                                                                                                                                                                      • Figure 81: What would encourage them to shop more online, by gender, February 2012
                                                                                                                                                                    • Young people want more
                                                                                                                                                                        • Figure 82: What would encourage 16-24 year olds to shop more online, February 2012
                                                                                                                                                                      • Who thinks what by where they shop
                                                                                                                                                                          • Figure 83: What would encourage Selfridges customers to shop more online, February 2012
                                                                                                                                                                          • Figure 84: What would encourage Harrods customers to shop more online, February 2012
                                                                                                                                                                      • The Consumer – Target Groups

                                                                                                                                                                            • Figure 85: Department store target groups, February 2012
                                                                                                                                                                            • Figure 86: Attitudes towards shopping online from department stores, by target groups, February 2012
                                                                                                                                                                          • Group 1: The Demanding (21%)
                                                                                                                                                                            • Who are The Demanding?
                                                                                                                                                                              • Group 2: The Cost Conscious (33%)
                                                                                                                                                                                • Who are The Cost Conscious?
                                                                                                                                                                                  • Group 3: Disengaged (24%)
                                                                                                                                                                                    • Who are The Disengaged?
                                                                                                                                                                                      • Group 4: Frustrated Surfers (22%)
                                                                                                                                                                                      • Debenhams

                                                                                                                                                                                          • Figure 87: Debenhams: Consumer profile, by age and affluence, February 2012
                                                                                                                                                                                          • Figure 88: Debenhams: Sales as share of department store sector sales and mixed goods sector sales in UK, 2006-11 (est)
                                                                                                                                                                                        • Strategic evaluation
                                                                                                                                                                                          • Background
                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                • Figure 89: Debenhams: Group financial performance, 2006/07-2010/11
                                                                                                                                                                                                • Figure 90: Debenhams: UK and Republic of Ireland outlet data, 2006/07-2010/11
                                                                                                                                                                                              • International operations
                                                                                                                                                                                                  • Figure 91: Debenhams: International franchise outlet numbers, 2002/03-2010/11
                                                                                                                                                                                                  • Figure 92: Debenhams: International franchises – countries of operation, August 2011
                                                                                                                                                                                                • Consumer profile
                                                                                                                                                                                                  • Figure 93: Debenhams shoppers in last six months, by gender, age and socio-economic group, February 2012
                                                                                                                                                                                                  • Figure 94: Debenhams shoppers in last six months, by region, February 2012
                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                  • Figure 95: Debenhams: Own bought product mix, 2010/11
                                                                                                                                                                                                • Space allocation
                                                                                                                                                                                                  • Figure 96: Debenhams: Summary space allocation, February 2012
                                                                                                                                                                                                  • Figure 97: Debenhams, space allocation, February 2012
                                                                                                                                                                                                  • Figure 98: Debenhams: Sales density, by product category, February 2012
                                                                                                                                                                                                • e-commerce and home shopping
                                                                                                                                                                                                  • Figure 99: Debenhams: Online consumer demographics, three month average to January 2012
                                                                                                                                                                                              • Fenwick Ltd

                                                                                                                                                                                                  • Figure 100: Fenwick: Consumer profile, by age and affluence, February 2012
                                                                                                                                                                                                  • Figure 101: Fenwick Ltd: Sales as share of department store sector sales and mixed goods sector sales in UK, 2006-11
                                                                                                                                                                                                • Background
                                                                                                                                                                                                  • Strategic evaluation
                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                      • Figure 102: Fenwick Ltd: Group financial performance, 2006/07-2011/12
                                                                                                                                                                                                      • Figure 103: Fenwick Ltd: Outlet data, 2006/07-2010/11
                                                                                                                                                                                                    • Consumer profile
                                                                                                                                                                                                      • Figure 104: Fenwick: Consumer profile – demographics, 2011
                                                                                                                                                                                                      • Figure 105: Fenwick: consumer profile – location, 2011
                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                      • Space allocations
                                                                                                                                                                                                        • Figure 106: Fenwick: Summary space allocation data, February 2012
                                                                                                                                                                                                        • Figure 107: Fenwick: Detailed space allocation data, February 2012
                                                                                                                                                                                                      • Sales breakdown
                                                                                                                                                                                                        • Figure 108: Fenwicks: Sales breakdown, 2011/12 (est)
                                                                                                                                                                                                      • e-commerce and home shopping
                                                                                                                                                                                                        • Figure 109: Fenwick.co.uk: Profile of online UK unique visitors, three-month average to January 2011
                                                                                                                                                                                                    • Harrods

                                                                                                                                                                                                        • Figure 110: Harrods: Consumer profile, by age and affluence, February 2012
                                                                                                                                                                                                        • Figure 111: Harrods Ltd: Sales as share of department store sector sales and mixed goods sector sales in UK, 2006-11
                                                                                                                                                                                                      • Background
                                                                                                                                                                                                        • Strategic evaluation
                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                            • Figure 112: Harrods Ltd: Group financial performance, 2006/07-2011/12
                                                                                                                                                                                                            • Figure 113: Harrods Ltd: Outlet data, 2006/07-2010/11
                                                                                                                                                                                                          • Consumer profile
                                                                                                                                                                                                            • Figure 114: Harrods: Consumer profile – demographics, 2011
                                                                                                                                                                                                            • Figure 115: Harrods: customer profile – location, 2011
                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                            • Space allocation
                                                                                                                                                                                                              • Figure 116: Harrods:summary space allocation data, February 2012
                                                                                                                                                                                                              • Figure 117: Harrods: Detailed space allocation data, February 2012
                                                                                                                                                                                                            • Sales breakdown
                                                                                                                                                                                                              • Figure 118: Harrods: Sales breakdown,2011/12
                                                                                                                                                                                                            • e-commerce and home shopping
                                                                                                                                                                                                              • Figure 119: Harrods.com: Profile of online UK Unique visitors, three-month average to January 2011
                                                                                                                                                                                                          • Harvey Nichols Group

                                                                                                                                                                                                              • Figure 120: Harvey Nichols Group Ltd: Sales as share of department store sector sales and mixed goods sector sales in UK, 2006-11
                                                                                                                                                                                                            • Background
                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                • Company performance
                                                                                                                                                                                                                  • Figure 121: Harvey Nichols Group Ltd: UK and Ireland retail financial performance, 2006/07-2011/12
                                                                                                                                                                                                                • Store portfolio
                                                                                                                                                                                                                  • Figure 122: Harvey Nichols Group Ltd: UK and Ireland outlet data, 2006/07-2010/11
                                                                                                                                                                                                                  • Figure 123: Harvey Nichols Group Ltd: Group outlet data, February 2011
                                                                                                                                                                                                                • Consumer profile
                                                                                                                                                                                                                  • Figure 124: Harvey Nichols: Consumer profile – demographics, 2011
                                                                                                                                                                                                                  • Figure 125: Harvey Nichols: Consumer profile – location, 2011
                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                  • Space allocation
                                                                                                                                                                                                                    • Figure 126: Harvey Nichols: Space allocation, February 2012
                                                                                                                                                                                                                    • Figure 127: Harvey Nichols, detailed space allocation, February 2012
                                                                                                                                                                                                                  • Sales breakdown
                                                                                                                                                                                                                    • Figure 128: Harvey Nichols, sales breakdown, 2011
                                                                                                                                                                                                                  • e-commerce and home shopping
                                                                                                                                                                                                                    • Figure 129: Harveynichols.com: profile of unique visitors, three-month average to January 2012
                                                                                                                                                                                                                • House of Fraser

                                                                                                                                                                                                                    • Figure 130: House of Fraser: Consumer profile, by age and affluence, February 2012
                                                                                                                                                                                                                    • Figure 131: House of Fraser: Sales as share of department store sector sales and mixed goods sector sales in UK, 2007-11
                                                                                                                                                                                                                  • Background
                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                        • Figure 132: House of Fraser: Group financial performance, 2007/08-2011/12
                                                                                                                                                                                                                        • Figure 133: House of Fraser: Outlet data, 2008/09-2010/11
                                                                                                                                                                                                                      • Consumer profile
                                                                                                                                                                                                                        • Figure 134: House of Fraser shoppers in last six months, by gender, age and socio-economic group, February 2012
                                                                                                                                                                                                                        • Figure 135: House of Fraser shoppers in last six months, by region and ACORN group, February 2012
                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                        • Space allocation
                                                                                                                                                                                                                          • Figure 136: House of Fraser: Summary space allocation estimate, February 2012
                                                                                                                                                                                                                          • Figure 137: House of Fraser, space allocation, February 2012
                                                                                                                                                                                                                          • Figure 138: House of Fraser, estimated sales breakdown, 2011/12
                                                                                                                                                                                                                        • e-commerce and home shopping
                                                                                                                                                                                                                          • Figure 139: House of Fraser: Online consumer demographics, three month average to January 2012
                                                                                                                                                                                                                      • John Lewis

                                                                                                                                                                                                                          • Figure 140: John Lewis: Consumer profile, by age and affluence, February 2012
                                                                                                                                                                                                                          • Figure 141: John Lewis: Sales as share of department store sector sales and mixed goods sector sales in UK, 2006-11 (est)
                                                                                                                                                                                                                        • Strategic evaluation
                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                              • Figure 142: John Lewis Plc: Group financial performance, 2007/08-2011/12
                                                                                                                                                                                                                              • Figure 143: John Lewis Plc: Outlet data, 2006/07-2011/12
                                                                                                                                                                                                                            • Consumer profile
                                                                                                                                                                                                                              • Figure 144: John Lewis shoppers in last six months, by gender, age and socio-economic group, February 2012
                                                                                                                                                                                                                              • Figure 145: John Lewis shoppers in last six months, by region, February 2012
                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                              • Space allocation
                                                                                                                                                                                                                                • Figure 146: John Lewis, space allocation, February 2012
                                                                                                                                                                                                                                • Figure 147: Space allocation, February 2012
                                                                                                                                                                                                                                • Figure 148: John Lewis: sales breakdown, 2011/12
                                                                                                                                                                                                                              • e-commerce and home shopping
                                                                                                                                                                                                                                • Figure 149: John Lewis: online profile of unique visitors, three month average to January 2012
                                                                                                                                                                                                                            • Marks & Spencer (M&S)

                                                                                                                                                                                                                                • Figure 150: Marks & Spencer: Consumer profile, by age and affluence, February 2012
                                                                                                                                                                                                                                • Figure 151: Marks & Spencer: Sales* as share of department store sector sales and mixed goods sector sales in UK, 2006-11
                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                • Background
                                                                                                                                                                                                                                  • Company performance
                                                                                                                                                                                                                                      • Figure 152: Marks & Spencer: Group financial performance, 2006/07-2011/12
                                                                                                                                                                                                                                      • Figure 153: Marks & Spencer: Outlet data, 2006/07-2010/11
                                                                                                                                                                                                                                      • Figure 154: M&S: UK store ‘ not specialising in food’, by type, 2007/08-2010/11
                                                                                                                                                                                                                                    • Consumer profile
                                                                                                                                                                                                                                      • Figure 155: M&S shoppers in last six months, by gender, age and socio-economic group, February 2012
                                                                                                                                                                                                                                      • Figure 156: M&S shoppers in last six months, by region, February 2012
                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                      • Space allocation
                                                                                                                                                                                                                                        • Figure 157: Marks & Spencer, summary space allocation, February 2012
                                                                                                                                                                                                                                        • Figure 158: Marks & Spencer, space allocation, February, 2012
                                                                                                                                                                                                                                        • Figure 159: Marks & Spencer, Non-food sales breakdown 2011/12 (e)
                                                                                                                                                                                                                                      • e-commerce and home shopping
                                                                                                                                                                                                                                        • Figure 160: M&S: Online profile of unique visitors, three month average to January 2012
                                                                                                                                                                                                                                    • Selfridges Retail Ltd

                                                                                                                                                                                                                                        • Figure 161: Selfridges Retail Ltd: Consumer profile, by age and affluence, February 2012
                                                                                                                                                                                                                                        • Figure 162: Selfridges Retail Ltd: Sales as share of department store sector sales and mixed goods sector sales in UK, 2006-11
                                                                                                                                                                                                                                      • Strategic evaluation
                                                                                                                                                                                                                                        • Background
                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                            • Figure 163: Selfridges Retail Ltd: Group financial performance, 2006/07-2011/12
                                                                                                                                                                                                                                            • Figure 164: Selfridges Retail Ltd: Outlet data, 2006/07-2010/11
                                                                                                                                                                                                                                          • Consumer profile
                                                                                                                                                                                                                                            • Figure 165: Selfridges: Consumer profile – demographics, 2011
                                                                                                                                                                                                                                            • Figure 166: Selfridges: Consumer profile – location, 2011
                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                            • Space allocation
                                                                                                                                                                                                                                              • Figure 167: Selfridges, space allocation, February 2012
                                                                                                                                                                                                                                              • Figure 168: Selfridges: space allocation, February, 2012
                                                                                                                                                                                                                                              • Figure 169: Selfridges, estimated sales mix and sales density by product, 2011
                                                                                                                                                                                                                                            • e-commerce and home shopping
                                                                                                                                                                                                                                              • Figure 170: Selfridges: Online profile of unique visitors, three month average to January 2012
                                                                                                                                                                                                                                          • Beale

                                                                                                                                                                                                                                              • Figure 171: Beale Plc: Sales as share of department store sector sales and mixed goods sector sales in UK, 2006-11 (e)
                                                                                                                                                                                                                                            • Background
                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                • Company performance
                                                                                                                                                                                                                                                    • Figure 172: Beale Plc: Group financial performance, 2006/07-2010/11
                                                                                                                                                                                                                                                    • Figure 173: Beale Plc: Outlet data, 2007-11
                                                                                                                                                                                                                                                  • Consumer profile
                                                                                                                                                                                                                                                    • Figure 174: Beale: Consumer profile – demographics, 2011
                                                                                                                                                                                                                                                    • Figure 175: Beale: Consumer profile – location, 2011
                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                    • e-commerce and home shopping
                                                                                                                                                                                                                                                      • Figure 176: Beales.co.uk: Profile of online UK unique visitors, three-month average to January 2011
                                                                                                                                                                                                                                                  • Appendix – Brand Research

                                                                                                                                                                                                                                                      • Figure 177: Brand usage, December 2011
                                                                                                                                                                                                                                                      • Figure 178: Brand commitment, December 2011
                                                                                                                                                                                                                                                      • Figure 179: Brand momentum, December 2011
                                                                                                                                                                                                                                                      • Figure 180: Brand diversity, December 2011
                                                                                                                                                                                                                                                      • Figure 181: Brand satisfaction, December 2011
                                                                                                                                                                                                                                                      • Figure 182: Brand recommendation, December 2011
                                                                                                                                                                                                                                                      • Figure 183: Brand attitude, December 2011
                                                                                                                                                                                                                                                      • Figure 184: Brand image – macro image, December 2011
                                                                                                                                                                                                                                                      • Figure 185: Brand image – micro image, December 2011
                                                                                                                                                                                                                                                      • Figure 186: Profile of target groups, by demographic, December 2011
                                                                                                                                                                                                                                                      • Figure 187: Psychographic segmentation, by target group, December 2011
                                                                                                                                                                                                                                                      • Figure 188: Brand usage, by target group, December 2011
                                                                                                                                                                                                                                                    • Brand index
                                                                                                                                                                                                                                                      • Figure 189: Brand index, December 2011
                                                                                                                                                                                                                                                  • Appendix – The Consumer – How Often They Browse and Buy

                                                                                                                                                                                                                                                      • Figure 190: Frequency of browse instore less than three months, February 2012
                                                                                                                                                                                                                                                      • Figure 191: Frequency of browse instore more than three months, February 2012
                                                                                                                                                                                                                                                      • Figure 192: Frequency of browse online less than three months, February 2012
                                                                                                                                                                                                                                                      • Figure 193: Frequency of browse instore more than three months, February 2012
                                                                                                                                                                                                                                                      • Figure 194: How often they buy instore and online, February 2012
                                                                                                                                                                                                                                                      • Figure 195: Frequency of buy instore less than three months, February 2012
                                                                                                                                                                                                                                                      • Figure 196: Frequency of buy instore more than three months, February 2012
                                                                                                                                                                                                                                                      • Figure 197: Frequency of buy online less than three months, February 2012
                                                                                                                                                                                                                                                      • Figure 198: Frequency of buy online more than three months, February 2012
                                                                                                                                                                                                                                                  • Appendix – The Consumer – Where They Browse and Buy

                                                                                                                                                                                                                                                      • Figure 199: Where they browsed most popular instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 200: Where they browsed next most popular instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 201: Where they browsed other instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 202: Where they browsed most popular online store in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 203: Where they browsed next most popular online store in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 204: Where they browsed other online store in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 205: Where they bought most popular instore and online store in last six months February 2012
                                                                                                                                                                                                                                                      • Figure 206: Where they bought next most popular instore and online store in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 207: Where they bought most popular instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 208: Where they bought next most popular instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 209: Where they bought online in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 210: Number of department stores browsed and bought in last six months, February 2012
                                                                                                                                                                                                                                                  • Appendix – The Consumer – What They Buy

                                                                                                                                                                                                                                                      • Figure 211: Most popular wear they bought instore and online in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 212: Next most popular wear they bought instore and online in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 213: Others they bought instore and online in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 214: Most popular wear they bought instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 215: Next most popular wear they bought instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 216: Others they bought instore in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 217: Most popular wear they bought online in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 218: Next most popular wear they bought online in last six months, February 2012
                                                                                                                                                                                                                                                      • Figure 219: Others they bought online, February 2012
                                                                                                                                                                                                                                                  • Appendix – The Consumer – What They Like

                                                                                                                                                                                                                                                      • Figure 220: Most popular things they like about department stores, February 2012
                                                                                                                                                                                                                                                      • Figure 221: Next most popular things they like about department stores, February 2012
                                                                                                                                                                                                                                                      • Figure 222: Other things they like about department stores, February 2012
                                                                                                                                                                                                                                                  • Appendix – The Consumer – What They Want Online

                                                                                                                                                                                                                                                      • Figure 223: Most popular reason encouraged them to buy more online, February 2012
                                                                                                                                                                                                                                                      • Figure 224: Next most popular reason encouraged them to buy more online, February 2012
                                                                                                                                                                                                                                                      • Figure 225: Other reason encouraged them to buy more online, February 2012
                                                                                                                                                                                                                                                      • Figure 226: Demographics, by target group (What would encourage them to buy more online), February 2012

                                                                                                                                                                                                                                                  Companies Covered

                                                                                                                                                                                                                                                  • Baugur
                                                                                                                                                                                                                                                  • Beale Plc
                                                                                                                                                                                                                                                  • Beatties of London Ltd
                                                                                                                                                                                                                                                  • Biba
                                                                                                                                                                                                                                                  • Debenhams (UK and Republic of Ireland)
                                                                                                                                                                                                                                                  • Facebook, Inc.
                                                                                                                                                                                                                                                  • Fallon Ltd
                                                                                                                                                                                                                                                  • Fortnum & Mason Plc
                                                                                                                                                                                                                                                  • Harrods Group Total
                                                                                                                                                                                                                                                  • Harvey Nichols UK Total
                                                                                                                                                                                                                                                  • House of Fraser Plc
                                                                                                                                                                                                                                                  • Jenners Princes Street Edinburgh Ltd
                                                                                                                                                                                                                                                  • John Lewis Partnership
                                                                                                                                                                                                                                                  • Kenneth Cole Productions, Inc.
                                                                                                                                                                                                                                                  • Landsbanki Islands Ltd
                                                                                                                                                                                                                                                  • Liberty Retail Plc
                                                                                                                                                                                                                                                  • Marks & Spencer
                                                                                                                                                                                                                                                  • New & Lingwood
                                                                                                                                                                                                                                                  • NUS [National Union of Students]
                                                                                                                                                                                                                                                  • Pied a Terre Ltd
                                                                                                                                                                                                                                                  • Selfridges Retail Ltd
                                                                                                                                                                                                                                                  • The British Land Company Plc
                                                                                                                                                                                                                                                  • Twitter, Inc.
                                                                                                                                                                                                                                                  • Waitrose

                                                                                                                                                                                                                                                  Department Store Retailing - UK - March 2012

                                                                                                                                                                                                                                                  £1,995.00 (Excl.Tax)