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E-Commerce - Europe - February 2010

This report series covers the e-commerce retail channel of the five leading economies of Western Europe. Some coverage of this channel in other European countries can be found in the Mintel report on Home Shopping – Europe, March 2009.

The report for the UK is available separately. But the other four countries – Germany, France, Spain and Italy are only available in the single copy 5-country version.

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Table of contents

  1. Market in Brief

    • North-south divide
      • Growth to continue for e-commerce retail sales
        • UK also dominates total online spending
          • Amazon gaining on Otto
          • European Summary and Outlook

            • Report scope
              • Technical notes
                • Definitions
                  • Market definitions
                    • Financial definitions
                      • Currencies
                        • Country codes
                          • Figure 1: Country codes
                        • VAT
                          • Figure 2: Europe: Standard VAT rates, 2009
                        • Abbreviations
                          • E-commerce infrastructure
                            • From Web 2.0 to Web 3.0
                              • Broadband access still has a way to go in parts of Europe
                                  • Figure 3: Europe: Broadband access, by country, 2009
                                  • Figure 4: Europe: Broadband access, by household and by country, 2006-09
                                • E-commerce shoppers
                                  • Numbers of shoppers
                                      • Figure 5: Europe: Consumers shopping online for goods and services in the last year, 2006-09
                                      • Figure 6: Europe: Number of online shoppers by country, 2009
                                    • What products and services they buy
                                        • Figure 7: Europe: Products and services purchased online, by country, 2009
                                      • Frequency of shopping
                                        • Figure 8: Europe: Frequency of online purchasing, by country, 2009
                                      • E-commerce spending
                                        • Market size
                                          • Figure 9: Europe: E-commerce market size by country, 2009
                                        • Spend per capita
                                          • Figure 10: Europe: E-commerce spend per head of total population, by country, 2009
                                          • Figure 11: Europe: Estimated e-commerce spend per head of online shopping population, 2009
                                        • Online retail sales
                                          • Sector size and trends
                                              • Figure 12: Europe: Estimated online retail sales by country, 2005-09
                                            • Online sales per capita
                                              • Figure 13: Europe: Estimated online retail sales per head of total population, 2009
                                              • Figure 14: Europe: Estimated online retail sales per head of online shopping population, 2009
                                            • Online retail – sales forecasts and outlook
                                                • Figure 15: Europe: Retail e-commerce sales estimates and forecasts, by country, 2009 and 2014
                                              • Italy and Spain will grow fastest online
                                                • France looking good…
                                                  • … but the UK and Germany maturing
                                                    • Figure 16: Europe: Online retail and all retail sales growth, by country, 2009-14
                                                  • Structural issues will impede development
                                                    • Wider economic climate will have less impact
                                                      • Leading retailers
                                                          • Figure 17: Europe: Top 20 e-commerce retailers, 2008
                                                      • France

                                                        • Market in Brief
                                                          • The future
                                                            • e-commerce spending
                                                              • Online retail sales
                                                                • The retail competitive landscape
                                                                  • Internal market environment
                                                                    • Key points
                                                                      • Internet penetration
                                                                        • Figure 18: France: Internet penetration vs average for the EU, 2005-09
                                                                      • Broadband proving popular
                                                                        • Figure 19: France: Internet and broadband access, 2006-09
                                                                      • Broadband adoption above the EU average
                                                                        • Figure 20: France: Broadband penetration vs EU average, 2005-09
                                                                      • Internet usage has a older skew than Spain or Italy
                                                                        • Figure 21: France: Internet users, by age and income group, 2009
                                                                      • But the 25-34s are greatest online shoppers
                                                                        • Figure 22: France: online purchasers by age group, First quarter 2007 and 2009
                                                                      • Increasing numbers of consumers shopping online
                                                                        • Figure 23: France: Consumers buying online in last three months, 2006-09
                                                                        • Figure 24: France: Frequency of online purchasing, 2008 and 2009
                                                                      • Retail website usage
                                                                          • Figure 25: France: Top retail websites, by number of unique visitors, December 2009
                                                                        • Broader market environment
                                                                          • Key points
                                                                            • Slow increases in population
                                                                              • Figure 26: France: Population trends, 2005-10
                                                                            • Economy
                                                                                • Figure 27: France: Gross domestic product, 1998-2009
                                                                              • Consumer spending growth slows
                                                                                  • Figure 28: France: Household consumer expenditure, 1998-2009
                                                                                • Modest recovery in consumer confidence
                                                                                  • Figure 29: France: Consumer confidence, January 1999-December 2009
                                                                                • Inflation eases in 2009
                                                                                  • Figure 30: France: Consumer prices, 2004-09
                                                                                • Competitive context
                                                                                  • Key points
                                                                                    • e-commerce market
                                                                                      • Figure 31: France: All e-commerce spending, 2005-09
                                                                                    • Spending categories
                                                                                        • Figure 32: France: products and services purchased online, 2006 and 2009
                                                                                      • Website data
                                                                                        • Figure 33: France: Number of active e-commerce websites, 2004-08
                                                                                        • Figure 34: France: Development of e-commerce websites and spending, 2004-08
                                                                                      • Sector size and forecast
                                                                                        • Key points
                                                                                          • Online retail sales forecast
                                                                                            • Figure 35: France: All retail sales and estimated online retail sales, 2004-14
                                                                                          • Retail competitor analysis
                                                                                            • Key points
                                                                                              • PPR leading the way
                                                                                                • Amazon leverages its international scale
                                                                                                  • But other pure players building scale too
                                                                                                    • Clicks and mortar drag their feet…
                                                                                                        • Figure 36: France: Leading e-commerce players, 2009
                                                                                                    • Germany

                                                                                                      • Market in brief
                                                                                                        • Developed online market to continue to gain share of all retailing
                                                                                                          • Online spending a small but rapidly growing segment of all consumer spending
                                                                                                            • Retail e-commerce
                                                                                                              • Retail competitive landscape
                                                                                                                • Internal market environment
                                                                                                                  • Key points
                                                                                                                    • Advanced internet penetration
                                                                                                                      • Figure 37: Germany: Internet penetration vs average for the EU, 2005-09
                                                                                                                    • Broadband well-established too
                                                                                                                      • Figure 38: Germany: Broadband penetration vs average for the EU, 2005-09
                                                                                                                    • Frequent users of the internet, especially younger groups
                                                                                                                      • Figure 39: Germany: Breakdown of users using the internet at least once a week, 2009
                                                                                                                    • Shopping online growing more popular
                                                                                                                      • Figure 40: Europe: Penetration of purchasing over the internet in the last 12 months, 2009
                                                                                                                      • Figure 41: Germany: Penetration of purchasing over the internet in the last 12 months, by age group, 2009
                                                                                                                    • Popular categories of spending online
                                                                                                                      • Figure 42: Germany: Types of purchase made online in the last 12 months, 2008-09
                                                                                                                      • Figure 43: Germany: Internet users, by gender, age, income group, working status, presence of children and size of household, 2009
                                                                                                                    • Retail website usage
                                                                                                                        • Figure 44: Germany: Top retail websites, by number of unique visitors, December 2009
                                                                                                                      • Broader market environment
                                                                                                                        • Key points
                                                                                                                          • Population
                                                                                                                            • Figure 45: Germany: Population trends, 2004-08
                                                                                                                            • Figure 46: Germany: Population trends, by age band, 2009-30
                                                                                                                            • Figure 47: Germany: Population trends, by age band, 2009-30
                                                                                                                          • Economy
                                                                                                                            • Deep recession in 2008/09, but turning the corner
                                                                                                                                • Figure 48: Germany: Gross domestic product, 1999-2009
                                                                                                                              • Consumer spending remains subdued
                                                                                                                                  • Figure 49: Germany: Consumer expenditure, 1999-2009
                                                                                                                                • Inflation in decline
                                                                                                                                  • Figure 50: Germany: Consumer prices, 2005-09
                                                                                                                                • Competitive context
                                                                                                                                    • Figure 51: Germany: Total B2C online spending, 2005-09
                                                                                                                                    • Figure 52: Germany: Online spending on consumer goods product categories, 2006-09
                                                                                                                                    • Figure 53: Germany: Online spending on services, by category, 2009
                                                                                                                                  • Sector size and forecast
                                                                                                                                    • Online retail sales – Historic
                                                                                                                                      • Figure 54: Germany: Online retail sales, 2004-14
                                                                                                                                    • Online retail sales – forecast
                                                                                                                                      • Retail competitor analysis
                                                                                                                                        • Key points
                                                                                                                                          • Types of online retailers
                                                                                                                                            • Figure 55: Germany: Online sales of consumer goods, by type of retailer, 2009
                                                                                                                                            • Figure 56: Germany: Online spending on consumer goods, by type of retailer, 2008-09
                                                                                                                                          • Leading players
                                                                                                                                            • Otto
                                                                                                                                              • Pure-Players
                                                                                                                                                • Douglas Group
                                                                                                                                                  • Neckermann
                                                                                                                                                    • Fashion
                                                                                                                                                      • The grocers
                                                                                                                                                        • Tengelmann – up and coming?
                                                                                                                                                          • Figure 57: Germany: Leading e-commerce players, 2008/09
                                                                                                                                                        • Demise of Arcando (Quelle)
                                                                                                                                                        • Italy

                                                                                                                                                          • Market in brief
                                                                                                                                                            • The future
                                                                                                                                                              • e-commerce spending
                                                                                                                                                                • Online retail sales
                                                                                                                                                                  • The competitive landscape
                                                                                                                                                                    • Internal market environment
                                                                                                                                                                      • Key points
                                                                                                                                                                        • Internet penetration
                                                                                                                                                                          • Figure 58: Italy: Internet penetration vs. Eu average, 2005-09
                                                                                                                                                                        • Broadband access growing…
                                                                                                                                                                          • Figure 59: Italy: Internet and broadband access, 2005-09
                                                                                                                                                                        • … but well below EU average
                                                                                                                                                                          • Figure 60: Italy, Broadband penetration vs EU average, 2005-09
                                                                                                                                                                        • Younger groups driving internet usage and online shopping
                                                                                                                                                                          • Figure 61: Italy: Age breakdown of those using the internet at least once a week, 2009
                                                                                                                                                                          • Figure 62: Italy: Online shoppers, by age group, 2009
                                                                                                                                                                        • A minority of adults shop online
                                                                                                                                                                          • Figure 63: Italy: Consumers buying online in last three months, 2005-09
                                                                                                                                                                        • Retail website usage
                                                                                                                                                                            • Figure 64: Italy: Top retail websites, by number of unique visitors, December 2009
                                                                                                                                                                          • Broader market environment
                                                                                                                                                                            • Key points
                                                                                                                                                                              • Slow population growth
                                                                                                                                                                                • Figure 65: Italy: Population trends, 2005-09
                                                                                                                                                                              • Early slide into recession
                                                                                                                                                                                  • Figure 66: Italy: Gross domestic product, 1998-2009
                                                                                                                                                                                • Consumer uncertainty prevails
                                                                                                                                                                                    • Figure 67: Italy: Household consumer expenditure, 1998-2009
                                                                                                                                                                                  • Inflation falling
                                                                                                                                                                                    • Figure 68: Italy: Consumer prices, 2004-09
                                                                                                                                                                                  • Competitive context
                                                                                                                                                                                    • Key points
                                                                                                                                                                                      • e-commerce market
                                                                                                                                                                                        • Strong growth from a low base
                                                                                                                                                                                          • Figure 69: Italy: All e-commerce spending, 2005-09
                                                                                                                                                                                          • Figure 70: Italy: E-commerce spending as a % of all consumer spending, 2005-09
                                                                                                                                                                                        • Spending categories
                                                                                                                                                                                            • Figure 71: Italy: Products and services purchased online, 2005 and 2009
                                                                                                                                                                                          • Sector size and forecast
                                                                                                                                                                                            • Key points
                                                                                                                                                                                              • Economic outlook
                                                                                                                                                                                                • Online retail – sales forecast
                                                                                                                                                                                                  • Figure 72: Italy: All retail sales and estimated online retail sales, 2004-14
                                                                                                                                                                                                • Retail competitor analysis
                                                                                                                                                                                                  • Key points
                                                                                                                                                                                                    • Electrical retailers lead in clicks and mortar
                                                                                                                                                                                                      • But structural issues impede online development
                                                                                                                                                                                                        • Home shopping operators need to innovate
                                                                                                                                                                                                          • Designer fashion leads the way in the pure play segment
                                                                                                                                                                                                              • Figure 73: Italy: Identified leading online retailers, 2009
                                                                                                                                                                                                          • Spain

                                                                                                                                                                                                            • Market in brief
                                                                                                                                                                                                              • Online sales will continue to gain share of all retailing
                                                                                                                                                                                                                • Online spending a small but rapidly growing segment of all private consumption
                                                                                                                                                                                                                  • Retail e-commerce
                                                                                                                                                                                                                    • Retail competitive landscape
                                                                                                                                                                                                                      • Internal market environment
                                                                                                                                                                                                                        • Key points
                                                                                                                                                                                                                          • Internet penetration grows faster than EU average
                                                                                                                                                                                                                            • Figure 74: Spain: Internet access at home, 2004-09
                                                                                                                                                                                                                          • Most households now have broadband
                                                                                                                                                                                                                            • Figure 75: Spain: Internet and broadband access, 2004-09
                                                                                                                                                                                                                          • But broadband take up is slower than the EU
                                                                                                                                                                                                                            • Figure 76: Spain: broadband connection at home, 2004-09
                                                                                                                                                                                                                          • More people are shopping online
                                                                                                                                                                                                                            • Figure 77: Spain: Consumers that have bought online in last three months, 2004-09
                                                                                                                                                                                                                            • Figure 78: Spain: frequency of online purchasing, 2008 and 2009
                                                                                                                                                                                                                            • Figure 79: Spain: Those that have never shopped online, by country, 2008-09
                                                                                                                                                                                                                          • The young and high earners most likely to be internet users
                                                                                                                                                                                                                            • Figure 80: Spain: Internet users, by age and income group, 2009
                                                                                                                                                                                                                            • Figure 81: Spain: Internet users by gender, age, income group, working status, presence of children and size of household, 2009
                                                                                                                                                                                                                          • Retail website usage
                                                                                                                                                                                                                              • Figure 82: Spain: Top retail websites, by number of unique visitors, December 2009
                                                                                                                                                                                                                            • Broader market environment
                                                                                                                                                                                                                              • Key points
                                                                                                                                                                                                                                • Gradual population growth
                                                                                                                                                                                                                                  • Growing population…
                                                                                                                                                                                                                                    • Figure 83: Spain: Population trends, 2005-09
                                                                                                                                                                                                                                  • but ageing too…
                                                                                                                                                                                                                                    • Figure 84: Spain: Population projections, by age group, 2009 and 2017
                                                                                                                                                                                                                                  • Implications for e-commerce retailers
                                                                                                                                                                                                                                    • Economy – the good times are over…
                                                                                                                                                                                                                                        • Figure 85: Spain: Gross domestic product, 1998-2008
                                                                                                                                                                                                                                      • …and the consumer bubble bursts
                                                                                                                                                                                                                                        • Figure 86: Spain: Household consumer expenditure, 1998-2008
                                                                                                                                                                                                                                      • Consumer confidence has bottomed out
                                                                                                                                                                                                                                        • Figure 87: Spain: Consumer confidence indicator, 2005-Q3 2009
                                                                                                                                                                                                                                      • Inflation moderating
                                                                                                                                                                                                                                        • Figure 88: Spain: Consumer prices, 1999-2009
                                                                                                                                                                                                                                      • Unemployment a point of tension
                                                                                                                                                                                                                                          • Figure 89: Spain: Unemployment rate, 2005-09 Q3
                                                                                                                                                                                                                                        • Implications for e-commerce retailers
                                                                                                                                                                                                                                          • Competitive context
                                                                                                                                                                                                                                              • Figure 90: Spain: All e-commerce spending, 2000-08
                                                                                                                                                                                                                                              • Figure 91: Spain: All e-commerce spend per head, 2003-08
                                                                                                                                                                                                                                              • Figure 92: Spain: All e-commerce spending as % of all consumer spending, 2000-08
                                                                                                                                                                                                                                              • Figure 93: Spain: Products and services purchased online, 2007 and 2008
                                                                                                                                                                                                                                              • Figure 94: Spain: Increase in numbers of purchasers, by category, 2007-08
                                                                                                                                                                                                                                            • Sector size and forecast
                                                                                                                                                                                                                                              • Online retail sales – sector size and trends
                                                                                                                                                                                                                                                  • Figure 95: Spain: Estimated online retail sales, 2004-09
                                                                                                                                                                                                                                                • Short term outlook for retailing remains very poor
                                                                                                                                                                                                                                                  • Online retail sales – forecast
                                                                                                                                                                                                                                                    • Figure 96: Spain: Online retail sales estimates and forecasts, 2007-09 and 2014
                                                                                                                                                                                                                                                  • Retail competitor analysis
                                                                                                                                                                                                                                                    • Key points
                                                                                                                                                                                                                                                      • El Corte Inglés enjoys early mover advantage
                                                                                                                                                                                                                                                        • The grocers have yet to make a real impact…
                                                                                                                                                                                                                                                          • … and the fashion stores have been slow off the mark
                                                                                                                                                                                                                                                            • Pure players
                                                                                                                                                                                                                                                              • Home shopping operators
                                                                                                                                                                                                                                                                • Brand based websites
                                                                                                                                                                                                                                                                  • Figure 97: Spain: Leading online retailers, 2008
                                                                                                                                                                                                                                                              • United Kingdom

                                                                                                                                                                                                                                                                • Issues in the market
                                                                                                                                                                                                                                                                  • Main themes
                                                                                                                                                                                                                                                                    • Definitions
                                                                                                                                                                                                                                                                      • Financial definitions
                                                                                                                                                                                                                                                                        • Abbreviations
                                                                                                                                                                                                                                                                          • Future opportunities
                                                                                                                                                                                                                                                                            • What’s happening?
                                                                                                                                                                                                                                                                              • Is Multi-channel retailing the way forward?
                                                                                                                                                                                                                                                                                • Do retailers really want to encourage buying online?
                                                                                                                                                                                                                                                                                  • Delivery – home shopping’s biggest drawback
                                                                                                                                                                                                                                                                                    • How can the Pure plays fight back?
                                                                                                                                                                                                                                                                                      • We need much faster broadband connections
                                                                                                                                                                                                                                                                                        • Market in brief
                                                                                                                                                                                                                                                                                          • The market
                                                                                                                                                                                                                                                                                            • Growth
                                                                                                                                                                                                                                                                                              • Forecast
                                                                                                                                                                                                                                                                                                • Who shops online?
                                                                                                                                                                                                                                                                                                  • Satisfaction with shopping online
                                                                                                                                                                                                                                                                                                    • Where next?
                                                                                                                                                                                                                                                                                                      • Broader market environment
                                                                                                                                                                                                                                                                                                        • The economy – only a very weak recovery
                                                                                                                                                                                                                                                                                                          • Employment falling, unemployment rising
                                                                                                                                                                                                                                                                                                            • Figure 98: UK workforce and employment, by gender, 2004-14
                                                                                                                                                                                                                                                                                                            • Figure 99: Unemployment rate, 1990-2009*
                                                                                                                                                                                                                                                                                                          • Incomes and spending
                                                                                                                                                                                                                                                                                                            • Figure 100: PDI and consumer expenditure, at current prices, 2004-14
                                                                                                                                                                                                                                                                                                          • Population growing, birth rate falling
                                                                                                                                                                                                                                                                                                            • Figure 101: Trends in UK population, by age, 2004-14
                                                                                                                                                                                                                                                                                                          • Growth of broadband
                                                                                                                                                                                                                                                                                                            • Figure 102: Internet access, 2001-09
                                                                                                                                                                                                                                                                                                            • Figure 103: Broadband access, by age and socio-economic group, October 2009
                                                                                                                                                                                                                                                                                                          • Strengths and weaknesses
                                                                                                                                                                                                                                                                                                            • Who’s innovating?
                                                                                                                                                                                                                                                                                                              • Waiting for the Next Big Thing
                                                                                                                                                                                                                                                                                                                • More of the same
                                                                                                                                                                                                                                                                                                                  • Overcoming the delivery hurdle
                                                                                                                                                                                                                                                                                                                    • Expanding the range
                                                                                                                                                                                                                                                                                                                      • Web innovation
                                                                                                                                                                                                                                                                                                                        • Sector size and forecast
                                                                                                                                                                                                                                                                                                                          • Key points
                                                                                                                                                                                                                                                                                                                            • Non-store retailers
                                                                                                                                                                                                                                                                                                                                • Figure 104: UK: Non-store retailers’ sales relative to all retail sales, 1994-2009
                                                                                                                                                                                                                                                                                                                              • Other guides to online sales
                                                                                                                                                                                                                                                                                                                                • Figure 105: UK: Internet retail sales as percentage all retail sales, 2006 (Nov)-2009
                                                                                                                                                                                                                                                                                                                              • Technical notes
                                                                                                                                                                                                                                                                                                                                • Inclusions/exclusions
                                                                                                                                                                                                                                                                                                                                  • Market size estimate
                                                                                                                                                                                                                                                                                                                                    • Figure 106: UK: E-commerce, estimated total market size, 2007-09
                                                                                                                                                                                                                                                                                                                                    • Figure 107: UK: E-commerce market, by type of retailer, 2009
                                                                                                                                                                                                                                                                                                                                    • Figure 108: UK: E-commerce, share of all retail sales, 2005-09
                                                                                                                                                                                                                                                                                                                                  • E-commerce – share of broad retail categories
                                                                                                                                                                                                                                                                                                                                    • Figure 109: UK: E-commerce, share of retail sales, by broad sector, 2005-09
                                                                                                                                                                                                                                                                                                                                  • Forecast
                                                                                                                                                                                                                                                                                                                                    • Retailer competitor analysis
                                                                                                                                                                                                                                                                                                                                      • Figure 110: Retail websites visited by UK residents, Jan 2010
                                                                                                                                                                                                                                                                                                                                    • Food retailers
                                                                                                                                                                                                                                                                                                                                      • Figure 111: UK: Leading food retailers, online sales, 2007-09
                                                                                                                                                                                                                                                                                                                                      • Figure 112: UK: Leading food home shopping retailers, 2007/08-2008/09
                                                                                                                                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                                                                                                                                      • Figure 113: Online food retailers market positioning, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                    • Clothing
                                                                                                                                                                                                                                                                                                                                      • Figure 114: UK: Major retailers of clothing, share of online fashion sales, 2009
                                                                                                                                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                                                                                                                                      • Figure 115: Online clothing retailers market positioning, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                    • Books, recorded music and video
                                                                                                                                                                                                                                                                                                                                      • Homewares
                                                                                                                                                                                                                                                                                                                                        • Figure 116: UK: Electricals retailing, major online players’ online sales, 2009
                                                                                                                                                                                                                                                                                                                                      • Market positioning
                                                                                                                                                                                                                                                                                                                                        • Figure 117: Online homewares retailers market positioning, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                      • Mail order and internet pure plays
                                                                                                                                                                                                                                                                                                                                          • Figure 118: UK: Internet sales of home shopping companies, 2007-09
                                                                                                                                                                                                                                                                                                                                        • Market shares
                                                                                                                                                                                                                                                                                                                                          • Figure 119: UK: E-commerce, leading players, 2009
                                                                                                                                                                                                                                                                                                                                        • Who shops online and what do they buy?
                                                                                                                                                                                                                                                                                                                                          • Key points
                                                                                                                                                                                                                                                                                                                                            • The research
                                                                                                                                                                                                                                                                                                                                              • Figure 120: Penetration of broadband internet at home, by demographics, October 2009
                                                                                                                                                                                                                                                                                                                                            • Who shops online and how often?
                                                                                                                                                                                                                                                                                                                                              • Figure 121: How often go ‘online’ to browse and purchase goods, November 2009
                                                                                                                                                                                                                                                                                                                                              • Figure 122: Frequency of browsing, by age and socio-economic group, November 2009
                                                                                                                                                                                                                                                                                                                                            • Are they shopping more or less than last year?
                                                                                                                                                                                                                                                                                                                                                • Figure 123: Buying products online in general this year compared to last year, November 2009
                                                                                                                                                                                                                                                                                                                                                • Figure 124: Profile of those who buy more or less online, November 2009
                                                                                                                                                                                                                                                                                                                                              • What do they buy?
                                                                                                                                                                                                                                                                                                                                                • Figure 125: Products bought online in the last 12 months, November 2009
                                                                                                                                                                                                                                                                                                                                                • Figure 126: Profile of purchasers of particular items, November 2009
                                                                                                                                                                                                                                                                                                                                              • Attitudes to shopping online
                                                                                                                                                                                                                                                                                                                                                • Key points
                                                                                                                                                                                                                                                                                                                                                  • Attitudes to delivery
                                                                                                                                                                                                                                                                                                                                                    • Figure 127: Attitudes towards receiving orders from buying goods online, November 2009
                                                                                                                                                                                                                                                                                                                                                  • Delivery
                                                                                                                                                                                                                                                                                                                                                    • Figure 128: Reaction to “My deliveries always arrive quickly, with the minimum amount of hassle”, Nov 2009
                                                                                                                                                                                                                                                                                                                                                  • “Call and Collect”
                                                                                                                                                                                                                                                                                                                                                    • Delivery costs
                                                                                                                                                                                                                                                                                                                                                      • Figure 129: Attitudes to delivery costs, November 2009
                                                                                                                                                                                                                                                                                                                                                    • The postal strike
                                                                                                                                                                                                                                                                                                                                                      • Figure 130: Numbers of people buying anything online, 2002-09
                                                                                                                                                                                                                                                                                                                                                    • Mobile phone retailing
                                                                                                                                                                                                                                                                                                                                                      • Figure 131: Attitudes towards buying goods through mobile phone, November 2009
                                                                                                                                                                                                                                                                                                                                                    • Consumer – Further analysis
                                                                                                                                                                                                                                                                                                                                                      • Key points
                                                                                                                                                                                                                                                                                                                                                        • Word association
                                                                                                                                                                                                                                                                                                                                                          • Figure 132: Words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 133: Three biggest word associations, by age, November 2009
                                                                                                                                                                                                                                                                                                                                                        • Typologies
                                                                                                                                                                                                                                                                                                                                                          • Figure 134: Target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 135: Profile of target groups, November 2009
                                                                                                                                                                                                                                                                                                                                                        • Characteristics of target groups
                                                                                                                                                                                                                                                                                                                                                          • Figure 136: How often go ‘online’ to browse goods, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 137: How often go ‘online’ to purchase goods, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 138: Products bought online in the last 12 months, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 139: Repertoire of products bought online in the last 12 months, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 140: Buying products online in general this year compared to last year, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 141: Buying products online in general this year compared to last year, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 142: Attitudes towards receive orders from buying goods online, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 143: Attitudes towards buying goods through mobile phone, by target groups on words or phrases associate with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 144: Words or phrases associate with buying online, by target groups on words or phrases associated with buying online, November 2009
                                                                                                                                                                                                                                                                                                                                                        • Appendix – Who Shops Online and What Do They Buy?
                                                                                                                                                                                                                                                                                                                                                          • Figure 145: How often go ‘online’ to browse goods, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 146: How often go ‘online’ to purchase goods, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 147: Buying products online in general this year compared to last year, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 148: Buying products online in general this year compared to last year, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 149: Most popular products bought online in the last 12 months, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 150: Next most popular products bought online in the last 12 months, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                          • Figure 151: Other products bought online in the last 12 months, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                          • Figure 152: Least popular products bought online in the last 12 months, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                        • Appendix – Attitudes to shopping online
                                                                                                                                                                                                                                                                                                                                                          • Figure 153: Most popular attitudes towards receiving orders from buying goods online, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 154: Next most popular attitudes towards receive orders from buying goods online, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                          • Figure 155: Most popular attitudes towards buying goods through mobile phone, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 156: Next most popular attitudes towards buying goods through mobile phone, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                        • Appendix – Consumer – Further analysis
                                                                                                                                                                                                                                                                                                                                                          • Figure 157: Most popular words or phrases associate with buying online, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                          • Figure 158: Next most popular words or phrases associate with buying online, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                          • Figure 159: Other words or phrases associate with buying online, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                          • Figure 160: Target groups on words or phrases associate with buying online, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                      • Amazon.com Inc

                                                                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                            • History
                                                                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                                                                • Figure 161: Amazon.com Inc: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                                                • Figure 162: Amazon.com Inc: Sales mix, North America and International, 2008
                                                                                                                                                                                                                                                                                                                                                                • Figure 163: Amazon.com: Dates of market entry
                                                                                                                                                                                                                                                                                                                                                              • Market positioning
                                                                                                                                                                                                                                                                                                                                                                • Figure 164: Profile of Amazon UK online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                              • Pricing
                                                                                                                                                                                                                                                                                                                                                                • Third party sellers
                                                                                                                                                                                                                                                                                                                                                                • Apple

                                                                                                                                                                                                                                                                                                                                                                    • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                      • History
                                                                                                                                                                                                                                                                                                                                                                        • Financial performance
                                                                                                                                                                                                                                                                                                                                                                            • Figure 165: Apple Retail: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                          • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                            • Product offer
                                                                                                                                                                                                                                                                                                                                                                              • Pricing
                                                                                                                                                                                                                                                                                                                                                                                • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                • Argos

                                                                                                                                                                                                                                                                                                                                                                                    • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                      • History
                                                                                                                                                                                                                                                                                                                                                                                        • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                          • Figure 166: Argos: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                          • Figure 167: Argos: Product mix, 2008/09
                                                                                                                                                                                                                                                                                                                                                                                        • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                          • Figure 168: Profile of Argos online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                          • Figure 169: Argos: Multi-channel sales, by channel, 2008/09
                                                                                                                                                                                                                                                                                                                                                                                      • Asda Group Ltd

                                                                                                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                            • History
                                                                                                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                • Figure 170: Asda Group Ltd: Group financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 171: Profile of Asda’s online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                • Asos

                                                                                                                                                                                                                                                                                                                                                                                                    • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                      • History
                                                                                                                                                                                                                                                                                                                                                                                                        • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 172: ASOS: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                          • Customer profile
                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 173: Profile of Asos online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                          • Brands
                                                                                                                                                                                                                                                                                                                                                                                                            • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                              • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                              • buch.de internetstores

                                                                                                                                                                                                                                                                                                                                                                                                                  • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                    • Recent history
                                                                                                                                                                                                                                                                                                                                                                                                                      • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 174: buch.de: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 175: buch.de: Online shops, 2009
                                                                                                                                                                                                                                                                                                                                                                                                                        • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 176: buch.de: Sales mix by product, 2008
                                                                                                                                                                                                                                                                                                                                                                                                                        • Marketing
                                                                                                                                                                                                                                                                                                                                                                                                                        • Cdiscount

                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 177: Cdiscount: Financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                  • Products and pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                    • Loyalty card
                                                                                                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                      • Conrad Electronic

                                                                                                                                                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                            • Background
                                                                                                                                                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 178: Conrad: Estimated group sales performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                                                                              • E-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                • Websites
                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Products
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Debenhams

                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                            • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 179: Debenhams: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                                                                                              • E-commerce
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 180: Debenhams group: Estimated online sales performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 181: Profile of Debenhams online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Dell Retail

                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 182: Dell B2C Retail: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 183: Profile of Dell UK online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • DSG International

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 184: DSG International: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 185: Profile of Currys online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 186: Profile of Dixons.co.uk online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 187: Profile of PC World online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • eBay Inc

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 188: eBay Inc: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 189: eBay inc: Financial performance, by main operating segments, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Customer profile
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 190: Profile of eBay UK online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • PayPal
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • El Corte Inglés

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 191: El Corte Inglés: Department stores financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • E-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Visitors and shoppers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Fnac

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 192: Fnac: Group financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Online operations
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • HMV Group

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 193: HMV Group: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 194: Profile of HMV online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • John Lewis Direct

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 195: John Lewis Partnership: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Online performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 196: John Lewis Direct: Estimated online sales, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 197: Profile of John Lewis online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Kesa Electricals

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 198: Kesa Electricals: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 199: Kesa Electricals Group European websites, 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 200: Profile of Comet online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Klingel

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Store portfolio
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • E-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 201: E-commerce offering of the various Klingel websites, 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • M and M Direct Ltd

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 202: M and M Direct Ltd: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 203: Profile of M&M online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Mercadona

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Recent history
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 204: Mercadona: Group financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 205: Mercadona: e-commerce sales, 2003-07
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Mondolibri

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 206: Mondolibri: Financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Products and pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Websites
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 2: Mondolibri websites, 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Neckermann.de

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Recent history
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 207: Neckermann.de: Group sales performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 208: Neckermann.de: e-commerce sales as proportion of turnover, 2008
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Product offer and brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Next Directory

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 209: Next Directory: Financial performance, year to end January 2004-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 210: Profile of Next online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Ocado

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 211: Ocado Ltd: Group financial performance, 2004-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 212: Profile of Ocado online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Otto Group

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 213: Otto Group: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 214: Otto Group: Main retail and corporate websites, 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Play.com

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 215: Play.com: Group financial performance, 2006-08
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 216: Profile of Play.com online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Price Minister

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 217: Price minister: Estimated financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Products and pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Redcats

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 218: Redcats: Group financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 219: Redcats: Group European websites, 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • J Sainsbury

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 220: J Sainsbury: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 221: Profile of Sainsbury’s online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 222: Sainsbury’s Supermarkets: Own-label online portfolio, January 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Shop Direct Group

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 223: Shop Direct Group: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 224: Profile of Shop Direct online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Product offer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Tchibo

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Strategic review
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Recent history
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 225: Tchibo: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Product offer and brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Tesco.com

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 226: Tesco Plc: Group financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 227: Profile of Tesco online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Vente Privée

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 228: Vente Privée: Financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Products and brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • YOOX Group

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 229: Yoox Group: Financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 230: Yoox Group: Breakdown of turnover, by major market, Q1-Q3 2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Products and brands
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • e-commerce sites
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 231: Yoox Group: List of mono-brand sites, 2009
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Zooplus

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • History
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 232: Zooplus: Financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • e-commerce offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Products and pricing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Operational issues

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Companies Covered

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                To learn more about the companies covered in this report please contact us.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                E-Commerce - Europe - February 2010

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                US $3,597.04 (Excl.Tax)