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Department Store Retailing - UK - May 2013

"Three fifths of shoppers enjoy looking around a department store, even if they are not planning to make a purchase. There is potential for retailers to use the latest technology to capitalise on dwell time and persuade consumers to buy using techniques such as personalised real-time special offers."

- Tamara Sender - Senior Clothing Analyst

Department stores have stood out as the winners of the retail sector in 2012. Consumers are shopping in a less linear way and using different channels when they purchase. Those retailers, such as John Lewis , which are striving to create a seamless multichannel shopping experience so that consumers can shop how, where and when they want, are outperforming the sector. Mintel’s consumer research highlights that over three fifths of shoppers enjoy looking around department stores even if they are not planning to make a purchase. While part of the strategy of anydepartment store is to create somewhere that people want to linger, retailers need to do more to capitalise on dwell time and encourage these consumers to purchase.


Some questions answered in this report include:

  • How are consumers using department stores for shopping in today’s multichannel retail environment?
  • What can department stores do to attract younger shoppers?
  • How can retailers encourage people to shop more at department stores?
  • Is showrooming becoming an increasing issue for department stores?
  • What are the main department stores doing to excel in clothing, which is one of the core categories?
  • To what extent have the main players been investing in their beauty offering?

Department store definition

There are no hard and fast rules. But, we would expect stores to typically trade from a minimum of 1,000 sq m and stock at least half a dozen different broad product categories, with one category unlikely to account for more than two thirds of turnover, and usually significantly less than this. As a minimum, all department stores covered in this report sell adult and children’s apparel, lingerie, fashion accessories, footwear, beauty products and some homewares. Larger full-line stores have a much wider product assortment.

Some department stores retained their food halls through the 1990s and others have been reintroducing them. The food offer is typically upscale and geared towards fine foods and delicatessen, and therefore differentiated from the everyday supermarket.

The offer usually covers a mix of concessions and own-bought ranges, increasingly with a private label element within the own-bought assortment. M&S differs in that virtually its entire range is own brand/private label.


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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: Best- and worst-case forecast for department store sales, 2007-17
                      • Market factors
                        • Consumer spending
                          • Figure 2: Consumer spending on core department store categories, 2007-12
                        • Foreign visitors
                          • Figure 3: Overseas residents’ visits to the UK, by area of residence, 2011 and 2012
                        • Overseas visitor influence
                          • Changing population structure
                            • Companies, brands and innovation
                              • Market shares
                                • Figure 4: Leading department stores: market shares, 2007 and 2012
                              • Winners and losers 2012/13
                                • Figure 5: Leading department stores: compound growth in GTV, 2007/08-2012/13
                              • Major innovations
                                • Space allocation
                                  • Figure 6: Department stores, summary space allocations, 2013
                                • Online growth
                                  • Figure 7: Online sales, by the leading department stores (excl. VAT), 2011/12 and 2012/13
                                • The Consumer
                                  • How often they shop
                                    • Figure 8: Frequency of purchasing at department stores, in-store and online, March 2013
                                  • Where they purchase
                                    • Figure 9: Department stores purchased from in the past six months, in-store and online, March 2013
                                  • How people shop at department stores
                                    • Figure 10: How people shop at department stores, March 2013
                                  • Attitudes towards shopping at department stores
                                    • Figure 11: Attitudes towards shopping at department stores, March 2013
                                  • What would encourage them to shop more
                                    • Figure 12: What would encourage them to shop more at a department store, March 2013
                                  • What we think
                                  • Issues in the Market

                                      • How are consumers using department stores for shopping in today’s multichannel retail environment?
                                        • What can department stores do to attract younger shoppers?
                                          • How can retailers encourage people to shop more at department stores?
                                            • Is showrooming becoming an increasing issue for department stores?
                                              • What are the main department stores doing to excel in clothing, which is one of the core categories?
                                                • To what extent have the main players been investing in their beauty offering?
                                                • Trend Application

                                                    • Trend: Experience is All
                                                      • Trend: FSTR HYPR
                                                        • Mintel Futures: Human
                                                        • Economic and Demographic Context

                                                          • Key points
                                                            • Foreign visits
                                                              • Figure 13: Overseas residents’ visits to the UK, by area of residence, 2011 and 2012
                                                            • Changing population structure
                                                              • Figure 14: Trends in the age structure of the UK population, 2007-17
                                                            • The economy
                                                              • Figure 15: UK: Real-Terms, year-on-year GDP growth, Q1 2009-Q2 2012
                                                            • Inflation
                                                              • Figure 16: Consumer prices index selected categories, annual % change, December 2011-December 2012
                                                              • Figure 17: Average monthly cotton prices per lb, January 2011-January 2013
                                                          • Consumer Spending on Department Store Categories

                                                            • Key points
                                                              • Core department store categories
                                                                • Figure 18: Consumer spending on core department store categories, 2007-12
                                                              • Full spending breakdown
                                                                • Figure 19: Consumer spending on department store categories (incl vat), 2007-12
                                                            • Strengths and Weaknesses

                                                              • Strengths
                                                                • Weaknesses
                                                                • Who’s Innovating?

                                                                  • Online
                                                                    • In-store experience
                                                                      • Diversification
                                                                        • Multichannel
                                                                          • Sustainability
                                                                            • New apps
                                                                            • Sector Size and Forecast

                                                                              • Key points
                                                                                • Department store sales grow 3% in 2012
                                                                                  • Figure 20: Department store sales, 2007-12
                                                                                • Market size
                                                                                  • The future
                                                                                    • Figure 21: Best- and worst-case forecast for department store sales (incl vat), 2007-17
                                                                                  • Fan chart
                                                                                    • Figure 22: Best- and worst-case forecast for department store sales, 2007-17
                                                                                  • Forecast
                                                                                  • Space Allocation Summary

                                                                                    • Key Points
                                                                                      • Figure 23: department stores, summary space allocations, 2013
                                                                                      • Figure 24: Department stores: Detailed space allocations, April 2013
                                                                                  • Retail Product Mix

                                                                                    • Key points
                                                                                      • Debenhams
                                                                                          • Figure 25: Debenhams sales mix of own bought merchandise and total space allocation estimate, 2011/12
                                                                                        • Product mix estimates
                                                                                          • Figure 26: Leading department stores: Estimated sales, by product, 2012/13
                                                                                          • Figure 27: Leading department stores: Estimated sales density, by product, 2012/13
                                                                                      • Leading Retailers

                                                                                        • Key points
                                                                                          • When is a department store a department store?
                                                                                            • Sales and profits
                                                                                              • GTV vs consolidated
                                                                                                  • Figure 28: Leading department stores sales 2007/08-2012/13
                                                                                                • Growth rates
                                                                                                  • Figure 29: Leading department stores: Compound growth in GTV, 2007/08-2012/13
                                                                                                • Profitability
                                                                                                  • Figure 30: Leading department stores: operating profits, 2007/08-2012/13
                                                                                                  • Figure 31: Leading department stores: operating margins, 2007/08-2012/13
                                                                                                • Outlet data
                                                                                                  • Outlets
                                                                                                    • Figure 32: Major department stores: outlet numbers, 2007/08-2012/13
                                                                                                    • Figure 33: Major department stores: Sales per outlet, 2007/08-2012/13
                                                                                                  • Sales area
                                                                                                    • Figure 34: Major department stores: Sales area, 2007/08-2012/13
                                                                                                    • Figure 35: Major department stores: Sales per square metre, 2007/08-2012/13
                                                                                                    • Figure 36: Major department stores: Compound growth rate in sales per sq m, 2007/08-2012/13
                                                                                                • Market Shares

                                                                                                  • Key points
                                                                                                      • Figure 37: Leading department stores: market shares, 2007 and 2012
                                                                                                      • Figure 38: Leading department stores: Market shares, 2007-12
                                                                                                  • Online

                                                                                                    • Key points
                                                                                                      • Online sales grow 29%
                                                                                                        • Figure 39: Estimated online department store sales (excl. VAT), 2009/10-2012/13
                                                                                                      • The online sector leaders
                                                                                                        • Figure 40: Leading department stores: Online sales (excl. vat), 2009/10-2012/13
                                                                                                        • Figure 41: Online sales, by the leading department stores (excl. VAT), 2011/12 and 2012/13
                                                                                                    • Advertising and Promotion

                                                                                                      • Key points
                                                                                                        • Adspend by sector leaders
                                                                                                          • Figure 42: Main media advertising spend, by leading department store retailers, 2008-12
                                                                                                        • Spending relative to turnover
                                                                                                          • Figure 43: Leading department store retailers’ advertising spending as % of turnover, 2008-12
                                                                                                        • Spending by media
                                                                                                          • Figure 44: Leading department store retailers’ main media advertising distribution, by media, 2012
                                                                                                        • Major campaigns
                                                                                                        • Brand Research

                                                                                                            • Brand map
                                                                                                                • Figure 45: Attitudes towards and usage of brands in the department store sector, November/December 2012
                                                                                                              • Correspondence analysis
                                                                                                                • Brand attitudes
                                                                                                                  • Figure 46: Attitudes, by department store brand, November/December 2012
                                                                                                                • Brand personality
                                                                                                                  • Figure 47: Department store brand personality – macro image, November/December 2012
                                                                                                                  • Figure 48: Department store brand personality – micro image, November/December 2012
                                                                                                                • Brand experience
                                                                                                                  • Figure 49: Department store brand usage, November/December 2012
                                                                                                                  • Figure 50: Satisfaction with various department store brands, November/December 2012
                                                                                                                  • Figure 51: Consideration of department store brands, November/December 2012
                                                                                                                  • Figure 52: Consumer perceptions of current department store brand performance, November/December 2012
                                                                                                                  • Figure 53: Department store brand recommendation – Net Promoter Score, November/December 2012
                                                                                                                • Brand index
                                                                                                                  • Figure 54: Department store brand index, November/December 2012
                                                                                                                  • Figure 55: Department store brand index vs recommendation, November/December 2012
                                                                                                                • Target group analysis
                                                                                                                  • Figure 56: Target groups, November/December 2012
                                                                                                                  • Figure 57: Department store brand usage, by target groups, November/December 2012
                                                                                                                • 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 58: Frequency of browsing at department stores, in-store and online, March 2013
                                                                                                                              • How often consumers buy
                                                                                                                                • Figure 59: Frequency of purchasing at department stores, in-store and online, March 2013
                                                                                                                                • Figure 60: Frequency of purchasing as a percentage of those who purchase at department stores, in-store and online, March 2013
                                                                                                                              • 25-34s are the most frequent department store shoppers
                                                                                                                                • Figure 61: Frequent purchasing at department stores in-store and online, at least once every three months, by gender and age group, March 2013
                                                                                                                            • The Consumer – Where They Shop

                                                                                                                              • Key points
                                                                                                                                • What we asked
                                                                                                                                  • Where consumers purchase
                                                                                                                                    • Figure 62: Department stores purchased from in the past six months, whether in-store or online, March 2013
                                                                                                                                  • Average consumer by age and affluence
                                                                                                                                    • Figure 63: Department stores purchased from in the past six months, whether in-store or online, by age and affluence of shopper, March 2013
                                                                                                                                  • Where consumers purchase – online/offline break
                                                                                                                                    • Figure 64: Department Stores Purchased From In The Past Six Months, In-Store And Online, March 2013
                                                                                                                                  • Purchasing online by demographic group
                                                                                                                                    • Figure 65: Department stores purchased from in the past six months, online, by gender, age and socio-economic group, March 2013
                                                                                                                                  • Where consumers browse – online/offline break
                                                                                                                                    • Figure 66: Department stores browsed in the past six months, in-store and online, March 2013
                                                                                                                                • The Consumer – What They Buy

                                                                                                                                  • Key points
                                                                                                                                    • What we asked
                                                                                                                                      • Online and offline purchases by category
                                                                                                                                        • Figure 67: Products purchased at department stores in the past six months, in-store and online, March 2013
                                                                                                                                      • Clothing and personal care dominate
                                                                                                                                        • Figure 68: Fashion, beauty and sports products purchased at department stores in the past six months, in-store and online, March 2013
                                                                                                                                      • Clothing and beauty purchases by demographics
                                                                                                                                        • Figure 69: Fashion, beauty and sports products purchased at department stores in the past six months, in-store and online, by gender, age and socio-economic group, March 2013
                                                                                                                                      • Home and electricals
                                                                                                                                        • Figure 70: Home and leisure products purchased at department stores in the past six months, in-store and online, March 2013
                                                                                                                                      • Home and electricals by demographics
                                                                                                                                        • Figure 71: Home and leisure products purchased at department stores in the past six months, in-store and online, by gender, age and socio-economic group, March 2013
                                                                                                                                    • The Consumer – How People Shop at Department Stores

                                                                                                                                      • Key points
                                                                                                                                        • What we asked
                                                                                                                                            • Figure 72: How people shop at department stores, March 2013
                                                                                                                                          • Women shop around, while men go straight to department stores
                                                                                                                                            • Figure 73: How people shop at department stores, by gender and age, March 2013
                                                                                                                                          • Low usage of in-store terminals
                                                                                                                                            • Showrooming
                                                                                                                                              • Click and collect peaks among women and over-45s
                                                                                                                                                • Figure 74: Agreement with the statement ‘I have ordered/reserved online and collected in-store’, by gender and age, March 2013
                                                                                                                                            • The Consumer – Attitudes Towards Shopping at Department Stores

                                                                                                                                              • Key points
                                                                                                                                                • What we asked
                                                                                                                                                    • Figure 75: Attitudes towards shopping at department stores, March 2013
                                                                                                                                                  • Enjoying department stores
                                                                                                                                                    • Older women favour own label while the young like collaborations
                                                                                                                                                      • Gender divide
                                                                                                                                                        • Figure 76: Attitudes towards shopping at department stores, by gender, March 2013
                                                                                                                                                      • Young value specialist advice
                                                                                                                                                        • Figure 77: Attitudes towards shopping at department stores, 16-24s vs all, March 2013
                                                                                                                                                      • Older department store shoppers
                                                                                                                                                        • Figure 78: Attitudes towards shopping at department stores, over-55s and over-65s vs all, March 2013
                                                                                                                                                      • Price divides shoppers
                                                                                                                                                        • Figure 79: Attitudes towards shopping at department stores, by gender and age, March 2013
                                                                                                                                                      • Online advice
                                                                                                                                                        • Attitudes towards department stores by where they shop
                                                                                                                                                        • The Consumer – What Would Encourage Them to Shop More at a Department Store

                                                                                                                                                          • Key points
                                                                                                                                                            • What we asked
                                                                                                                                                                • Figure 80: What would encourage them to shop more at a department store, March 2013
                                                                                                                                                              • Loyalty schemes
                                                                                                                                                                • Gender differences
                                                                                                                                                                  • Figure 81: What would encourage them to shop more at a department store, by gender, March 2013
                                                                                                                                                                • Delivery and returns
                                                                                                                                                                  • M-commerce
                                                                                                                                                                    • Young interested in virtual fashion mirrors
                                                                                                                                                                      • Figure 82: What would encourage them to shop more at a department store, 16-24s vs all, March 2013
                                                                                                                                                                    • Social media purchasing
                                                                                                                                                                      • What older consumers look for
                                                                                                                                                                        • Figure 83: What would encourage them to shop more at a department store, over-55s and over-65s vs all, March 2013
                                                                                                                                                                      • What would encourage them to shop by products purchased
                                                                                                                                                                        • Figure 84: What would encourage them to shop more at a department store, by products purchased, March 2013
                                                                                                                                                                        • Figure 85: What would encourage them to shop more at a department store, by products purchased, March 2013 (continued)
                                                                                                                                                                      • What would encourage them to shop by department stores purchased from
                                                                                                                                                                      • The Consumer – Target Groups

                                                                                                                                                                            • Figure 86: Department store target groups, March 2013
                                                                                                                                                                          • Dissatisfied shoppers (16%)
                                                                                                                                                                            • Keen department store shoppers (29%)
                                                                                                                                                                              • Disengaged (33%)
                                                                                                                                                                                • Cost conscious (22%)
                                                                                                                                                                                • Beales

                                                                                                                                                                                    • What we think
                                                                                                                                                                                      • Background
                                                                                                                                                                                        • Company performance
                                                                                                                                                                                          • Christmas 2012
                                                                                                                                                                                            • Figure 87: Beale Plc: Group financial performance, 2008-12
                                                                                                                                                                                            • Figure 88: Beale Plc: Outlet data, 2008-12
                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                          • Debenhams

                                                                                                                                                                                              • What we think
                                                                                                                                                                                                • Exceptional Christmas trading
                                                                                                                                                                                                  • Hitting the mark in clothing
                                                                                                                                                                                                    • Investing in range improvements
                                                                                                                                                                                                      • Stepping up marketing activity too
                                                                                                                                                                                                        • Store development
                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                              • Figure 89: Debenhams: Group financial performance, 2008-12
                                                                                                                                                                                                              • Figure 90: Debenhams: Outlet data, 2008-12
                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                            • Fenwick Ltd

                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                      • Figure 91: Fenwick Ltd: Group financial performance, 2008-13
                                                                                                                                                                                                                      • Figure 92: Fenwick Ltd: Outlet data, 2008-13
                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                    • Harrods Ltd

                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                          • A strong iconic business
                                                                                                                                                                                                                            • Ongoing investment
                                                                                                                                                                                                                              • Expanding the reach of the brand
                                                                                                                                                                                                                                • Company background
                                                                                                                                                                                                                                  • Company Performance
                                                                                                                                                                                                                                      • Figure 93: Harrods Ltd: Group financial performance, 2009-13
                                                                                                                                                                                                                                      • Figure 94: Harrods Ltd: Outlet data, 2008-13
                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                    • Harvey Nichols UK

                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                          • Extending its reach
                                                                                                                                                                                                                                            • Drive into the beauty category
                                                                                                                                                                                                                                              • Potential in international stores…
                                                                                                                                                                                                                                                • …and online
                                                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                        • Figure 95: Harvey Nichols UK: Group financial performance, 2008-13
                                                                                                                                                                                                                                                      • Regional stores
                                                                                                                                                                                                                                                        • Birmingham and Bristol small format stores
                                                                                                                                                                                                                                                          • Online
                                                                                                                                                                                                                                                            • Figure 96: Harvey Nichols UK: Subsidiary sales, 2011 and 2012
                                                                                                                                                                                                                                                            • Figure 97: Harvey Nichols UK Total: Outlet data, 2007/08-2011/12
                                                                                                                                                                                                                                                            • Figure 98: Harvey Nichols International stores, 2013
                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                          • House of Fraser

                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                • Strong sales
                                                                                                                                                                                                                                                                  • Less profitable
                                                                                                                                                                                                                                                                    • Multichannel strategy
                                                                                                                                                                                                                                                                      • Online sales grow
                                                                                                                                                                                                                                                                        • International opportunities
                                                                                                                                                                                                                                                                          • Up for sale?
                                                                                                                                                                                                                                                                            • Company background
                                                                                                                                                                                                                                                                              • Company performance
                                                                                                                                                                                                                                                                                • Figure 99: House of Fraser: Group financial performance, 2008-13
                                                                                                                                                                                                                                                                                • Figure 100: House of Fraser: Outlet data, 2008-12
                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                              • John Lewis

                                                                                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                                                                                    • Stellar performance
                                                                                                                                                                                                                                                                                      • Customer trust
                                                                                                                                                                                                                                                                                        • Integrated long-term strategy
                                                                                                                                                                                                                                                                                          • Continuing to invest in stores
                                                                                                                                                                                                                                                                                            • Company background
                                                                                                                                                                                                                                                                                              • Company performance
                                                                                                                                                                                                                                                                                                • Figure 101: John Lewis: Group financial performance, 2008-13
                                                                                                                                                                                                                                                                                                • Figure 102: John Lewis: Outlet data, 2008-13
                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                              • Marks & Spencer (M&S)

                                                                                                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                                                                                                    • Losing ground in non-foods
                                                                                                                                                                                                                                                                                                      • Misfiring on fashion
                                                                                                                                                                                                                                                                                                        • Getting serious about beauty
                                                                                                                                                                                                                                                                                                          • Developing an international, multichannel strategy
                                                                                                                                                                                                                                                                                                            • Company background
                                                                                                                                                                                                                                                                                                              • Company performance
                                                                                                                                                                                                                                                                                                                • Figure 103: Marks & Spencer: Group financial performance, 2008-13
                                                                                                                                                                                                                                                                                                                • Figure 104: Marks & Spencer: Outlet data, 2008-12
                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                              • Selfridges

                                                                                                                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                                                                                                                    • A thriving business despite the recession
                                                                                                                                                                                                                                                                                                                      • A fun image with a strong heritage
                                                                                                                                                                                                                                                                                                                        • Online will open up opportunities and drive growth
                                                                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                                                              • Figure 105: Selfridges: Group financial performance, 2008-13
                                                                                                                                                                                                                                                                                                                              • Figure 106: Selfridges: Outlet data, 2009-13
                                                                                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                                                                                            • Appendix – Sector Size and Forecast

                                                                                                                                                                                                                                                                                                                                • Figure 107: Best-and-worst-case forecast for department store sales, 2012-17
                                                                                                                                                                                                                                                                                                                            • Appendix – Brand Research

                                                                                                                                                                                                                                                                                                                                • Figure 108: Brand usage, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 109: Brand commitment, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 110: Brand momentum, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 111: Brand diversity, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 112: Brand satisfaction, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 113: Brand recommendation, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 114: Brand attitude, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 115: Brand image – macro image, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 116: Brand image – micro image, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 117: Profile of target groups, by demographics, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 118: Psychographic segmentation, by target groups, November/December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 119: Brand usage, by target groups, December 2012
                                                                                                                                                                                                                                                                                                                                • Figure 120: Brand usage, by target groups, November 2012
                                                                                                                                                                                                                                                                                                                                • Figure 121: Brand usage, by target groups, November 2012
                                                                                                                                                                                                                                                                                                                              • Brand index
                                                                                                                                                                                                                                                                                                                                • Figure 122: Brand index, November/December 2012
                                                                                                                                                                                                                                                                                                                            • Appendix – Consumer – How Often They Shop

                                                                                                                                                                                                                                                                                                                                • Figure 123: How often they buy instore + buy online, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 124: How often they buy in-store, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 125: How often they buy online, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                            • Appendix – Consumer – Where They Shop

                                                                                                                                                                                                                                                                                                                                • Figure 126: Where they bought in-store + online in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 127: Where they bought next in-store + online in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 128: Where they bought other instore + online brands in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 129: Where they bought in-store in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 130: Where they bought in-store in last six months, by demographics, March 2013 (continued)
                                                                                                                                                                                                                                                                                                                                • Figure 131: Where they bought online in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 132: Where they bought online in last six months, by demographics, March 2013 (continued)
                                                                                                                                                                                                                                                                                                                            • Appendix – Consumer – What They Buy

                                                                                                                                                                                                                                                                                                                                • Figure 133: most popular products purchased in-store and online in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 134: most popular products purchased in-store and online in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 135: most popular products purchased in-store and online in last six months, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                            • Appendix – Consumer – How People Shop at Department Stores

                                                                                                                                                                                                                                                                                                                                • Figure 136: how people shop at department stores, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 137: How people shop at department stores, by demographics, March 2013 (continued)
                                                                                                                                                                                                                                                                                                                            • Appendix – Consumer – Attitudes Towards Shopping at Department Stores

                                                                                                                                                                                                                                                                                                                                • Figure 138: Agreement with the statements ‘Department stores offer a good choice of both luxury and mainstream brands’ and ‘I am happy with the range of products available at department stores’, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 139: Agreement with the statements ‘Department stores offer a wide range of own label products (eg John Lewis Collection, Per Una)’ and ‘I trust the quality of products sold at department stores‘, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 140: Agreement with the statements ‘Department stores provide a pleasant in-store shopping environment’ and ‘I enjoy looking around department stores even if I am not planning to make a purchase‘, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 141: Agreement with the statements ‘Department store cafés/restaurants are the ideal place to take a break from shopping’ and ‘I value the after sales service offered by department stores‘, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 142: Agreement with the statements ‘I like the designer collaborations offered by department stores’ and ‘I like the specialist advice available when shopping at department stores‘, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 143: Agreement with the statements ‘I trust department stores to offer me a competitive price’ and ‘Department stores are too expensive’, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                            • Appendix – Consumer – What Would Encourage Them to Shop More at a Department Store

                                                                                                                                                                                                                                                                                                                                • Figure 144: What would encourage consumers to shop more at a department store, by demographics, March 2013
                                                                                                                                                                                                                                                                                                                                • Figure 145: What would encourage consumers to shop more at a department store, by demographics, March 2013 (continued)
                                                                                                                                                                                                                                                                                                                            • Appendix – Consumer – Target Groups

                                                                                                                                                                                                                                                                                                                                • Figure 146: Target groups, by demographics, March 2013

                                                                                                                                                                                                                                                                                                                            Companies Covered

                                                                                                                                                                                                                                                                                                                            • Alliance Boots UK Retail
                                                                                                                                                                                                                                                                                                                            • Amazon UK
                                                                                                                                                                                                                                                                                                                            • Apple Computer UK Ltd
                                                                                                                                                                                                                                                                                                                            • Austin Reed Group Ltd (Retail)
                                                                                                                                                                                                                                                                                                                            • Baugur
                                                                                                                                                                                                                                                                                                                            • Beale Plc
                                                                                                                                                                                                                                                                                                                            • Beatties of London Ltd
                                                                                                                                                                                                                                                                                                                            • Bentalls Plc
                                                                                                                                                                                                                                                                                                                            • Biba
                                                                                                                                                                                                                                                                                                                            • Branded
                                                                                                                                                                                                                                                                                                                            • Bullring
                                                                                                                                                                                                                                                                                                                            • Burton old
                                                                                                                                                                                                                                                                                                                            • Chanel Ltd (UK)
                                                                                                                                                                                                                                                                                                                            • Christian Dior
                                                                                                                                                                                                                                                                                                                            • Clarks of England USA
                                                                                                                                                                                                                                                                                                                            • Comet Group Ltd
                                                                                                                                                                                                                                                                                                                            • Cunard Line
                                                                                                                                                                                                                                                                                                                            • David Jones
                                                                                                                                                                                                                                                                                                                            • Debenhams (UK and Republic of Ireland)
                                                                                                                                                                                                                                                                                                                            • Diesel
                                                                                                                                                                                                                                                                                                                            • Dixons Retail UK & Ireland
                                                                                                                                                                                                                                                                                                                            • Dune Group
                                                                                                                                                                                                                                                                                                                            • Facebook, Inc.
                                                                                                                                                                                                                                                                                                                            • Faith Footwear Ltd
                                                                                                                                                                                                                                                                                                                            • Fenwick Ltd
                                                                                                                                                                                                                                                                                                                            • Gucci Group N.V.
                                                                                                                                                                                                                                                                                                                            • H&M Hennes & Mauritz
                                                                                                                                                                                                                                                                                                                            • Harrods Group Total
                                                                                                                                                                                                                                                                                                                            • Harvey Nichols UK
                                                                                                                                                                                                                                                                                                                            • Harvey Nichols UK Total
                                                                                                                                                                                                                                                                                                                            • House of Fraser Plc
                                                                                                                                                                                                                                                                                                                            • J. Sainsbury
                                                                                                                                                                                                                                                                                                                            • Jasper Conran
                                                                                                                                                                                                                                                                                                                            • JCPenney (department stores and catalog)
                                                                                                                                                                                                                                                                                                                            • John Lewis Partnership
                                                                                                                                                                                                                                                                                                                            • John Lewis Plc (department store)
                                                                                                                                                                                                                                                                                                                            • John Rocha
                                                                                                                                                                                                                                                                                                                            • Kuoni Travel Ltd
                                                                                                                                                                                                                                                                                                                            • Kurt Geiger Ltd
                                                                                                                                                                                                                                                                                                                            • Landsbanki Islands Ltd
                                                                                                                                                                                                                                                                                                                            • Loewe
                                                                                                                                                                                                                                                                                                                            • Marks & Spencer
                                                                                                                                                                                                                                                                                                                            • Marks & Spencer (UK) clothing
                                                                                                                                                                                                                                                                                                                            • Miss Selfridge
                                                                                                                                                                                                                                                                                                                            • Mitsukoshi
                                                                                                                                                                                                                                                                                                                            • MW Brands
                                                                                                                                                                                                                                                                                                                            • Next Group
                                                                                                                                                                                                                                                                                                                            • NUS [National Union of Students]
                                                                                                                                                                                                                                                                                                                            • OXFAM
                                                                                                                                                                                                                                                                                                                            • Primark Stores Ltd
                                                                                                                                                                                                                                                                                                                            • Ricemans (Canterbury) Ltd
                                                                                                                                                                                                                                                                                                                            • Selfridges Retail Ltd
                                                                                                                                                                                                                                                                                                                            • Sephora (UK)
                                                                                                                                                                                                                                                                                                                            • Shinsegae
                                                                                                                                                                                                                                                                                                                            • Sports Direct UK
                                                                                                                                                                                                                                                                                                                            • Takashimaya
                                                                                                                                                                                                                                                                                                                            • TJ Hughes Plc
                                                                                                                                                                                                                                                                                                                            • Topshop old
                                                                                                                                                                                                                                                                                                                            • Victoria's Secret
                                                                                                                                                                                                                                                                                                                            • Vivienne Westwood Ltd
                                                                                                                                                                                                                                                                                                                            • Viyella
                                                                                                                                                                                                                                                                                                                            • Vodafone Distribution Ltd - UK Retail
                                                                                                                                                                                                                                                                                                                            • Waitrose
                                                                                                                                                                                                                                                                                                                            • Waterstones Booksellers
                                                                                                                                                                                                                                                                                                                            • Westfield Group
                                                                                                                                                                                                                                                                                                                            • WH Smith PLC
                                                                                                                                                                                                                                                                                                                            • Williams & Griffin Ltd

                                                                                                                                                                                                                                                                                                                            Department Store Retailing - UK - May 2013

                                                                                                                                                                                                                                                                                                                            £1,995.00 (Excl.Tax)