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E-Commerce - Europe - July 2014

Mintel’s E-Commerce – Europe, July 2014 covers the 19 leading economies of Europe. In total these countries account for around 95% of all European retail sales, excluding Russia. The remaining countries are either too small (eg Luxembourg) or are not sufficiently well developed to warrant detailed coverage (eg Romania and Bulgaria).

The report provides market size data and forecasts for 19 European countries, 2009-19, and includes profiles of 23 major online/multichannel retailers, ranging from Amazon to Zalando.

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Table of contents

  1. Executive Summary – Europe

      • Figure 1: Europe – Internet retail sales (incl. VAT), 2009-14
      • Figure 2: Europe – Breakdown of Europe’s internet retail sales, by country, 2014
      • Figure 3: Europe – Internet retail sales – Forecast compound annual growth rate, by country, 2014-19
      • Figure 4: Europe – Internet retail sales as % of all retail sales, by country, 2014
      • Figure 5: Europe – Internet retail sales per capita, by country, 2014
      • Figure 6: Europe – Top ten online retailers’ shares of all European internet sales, 2012 and 2013
  2. Introduction and Report Scope

    • 19 country coverage
      • Our consumer research
        • Market definition
          • Financial definitions
            • VAT rates
              • Figure 7: VAT rates, 2010-14
            • Abbreviations
            • E-Commerce in Europe – The Market

              • Key points
                • Europe’s online sales to double by 2019
                  • Figure 8: Europe – Internet retail sales (incl. VAT), 2009-19
                • Market sizes: Germany leads
                    • Figure 9: Europe – Internet retail sales (incl. VAT), by country, 2009-14
                    • Figure 10: Europe – Forecast internet retail sales (incl. VAT), by country, 2014-19
                  • Per-capita sales: Norway leads
                    • Figure 11: Europe – Internet retail sales per capita (incl. VAT), by country, 2009-14
                  • Online as percentage of all retail: UK leads
                      • Figure 12: Europe – Internet retail sales as % of all retail sales, by country, 2009-14
                      • Figure 13: Europe – Internet retail sales as % of all retail sales, by country, 2014-19
                    • Europe’s leading online retailers
                        • Figure 14: Europe – Leading online retailers’ net revenues, 2012 and 2013
                        • Figure 15: Europe – Leading online retailers’ shares of all European internet sales, 2012 and 2013
                    • E-Commerce in Europe – The Consumer

                      • Key points
                        • Mintel’s consumer data
                          • Devices used to shop online
                            • Figure 16: Europe – The consumer: Devices used to buy products online in the last 12 months – any device, by country, April 2014
                            • Figure 17: Europe – The consumer: Devices used to buy products online in the last 12 months – laptop/desktop computer, by country, April 2014
                            • Figure 18: Europe – The consumer: Devices used to buy products online in the last 12 months – smartphone, by country, April 2014
                            • Figure 19: Europe – The consumer: Devices used to buy products online in the last 12 months – tablet computer, by country, April 2014
                          • What they bought online
                              • Figure 20: Europe – The consumer: Items bought online in the last 12 months, by country, April 2014
                            • What would improve the online shopping experience
                                • Figure 21: Europe – The consumer: Factors likely to improve the online shopping experience, by country, April 2014
                              • Online shopping around Europe
                                • Recent shopping online – any purchase
                                    • Figure 22: Europe – The consumer: percentage of all individuals purchasing any goods/services online in the last three months, 2009-13
                                    • Figure 23: Europe – The consumer: percentage of all individuals purchasing any goods/services online in the last 12 months, 2009-13
                                  • By category
                                    • Food
                                        • Figure 24: Europe – The consumer: percentage of all individuals purchasing food/groceries online in the last 12 months, 2009-13
                                      • Apparel
                                        • Figure 25: Europe – The consumer: percentage of all individuals purchasing clothes/sports goods online in the last 12 months, 2009-13
                                      • Electrical and household goods
                                          • Figure 26: Europe – The consumer: percentage of all individuals purchasing electronic equipment online in the last 12 months, 2009-13
                                          • Figure 27: Europe – The consumer: percentage of all individuals purchasing household goods online in the last 12 months, 2009-13
                                        • What we think
                                          • UK
                                            • Germany
                                              • France
                                                • Italy
                                                  • Spain
                                                  • France

                                                    • Executive summary
                                                      • The market environment
                                                        • Channel size and forecast
                                                          • Leading online retailers
                                                            • The consumer
                                                              • What we think
                                                                • The market environment
                                                                  • Key points
                                                                    • Device ownership and internet usage
                                                                      • Figure 28: France – device ownership, February 2014
                                                                      • Figure 29: France – Broadband penetration, 2006-13 (as % all households)
                                                                    • Online activities: 58% buy online
                                                                      • Figure 30: France – Numbers saying they have bought online in the last year, 2006-13
                                                                    • Market size and forecast
                                                                      • Key points
                                                                        • Online growth lags Germany and the UK
                                                                          • Steady growth
                                                                            • Figure 31: France – Online sales in France, 2010-14
                                                                            • Figure 32: France – Forecast online sales, 2015-19
                                                                          • Segmentation
                                                                            • Figure 33: France – Online retail sales, segmentation by major categories, 2013
                                                                            • Figure 34: France – Online sales penetration by leading sectors, 2013
                                                                          • Leading online retailers
                                                                            • Key points
                                                                              • Who does what
                                                                                • Website visitors
                                                                                  • Figure 35: France – Top 20 sites by number of unique visitors, February 2014
                                                                                  • Figure 36: France – Top 20 sites by number of pages viewed, February 2014
                                                                                • Leading retailers by sales
                                                                                    • Figure 37: France – Leading online retailers, 2013
                                                                                  • Market shares
                                                                                    • Figure 38: France – Leading online retailers, market shares, 2013
                                                                                  • The consumer
                                                                                    • Key points
                                                                                      • The Consumer: shopping online by device
                                                                                          • Figure 39: France – The consumer: Device usage for buying goods in the last 12 months, April 2014
                                                                                          • Figure 40: France – The consumer: Profile of online buyers by device used, April 2014
                                                                                        • The consumer: What they buy online
                                                                                            • Figure 41: France – The consumer: Products bought online, April 2014
                                                                                            • Figure 42: France – The consumer: Products bought online in the last 12 months, by device used – as % of all online shoppers, April 2014
                                                                                            • Figure 43: France – The consumer: Proportion of sample who bought online – as % of shoppers via device, April 2014
                                                                                          • The consumer: What would improve online shopping
                                                                                              • Figure 44: France – The consumer: What would improve the online shopping experience, April 2014
                                                                                          • Germany

                                                                                            • Executive summary
                                                                                              • The market environment
                                                                                                • Market size and forecast
                                                                                                  • The leading online retailers
                                                                                                    • The consumer: Shopping online by device used
                                                                                                      • The consumer: What they buy online
                                                                                                        • The consumer: What would improve online shopping
                                                                                                          • What we think
                                                                                                            • The market environment
                                                                                                              • Key points
                                                                                                                • Online activities: 93% buy online
                                                                                                                  • Device ownership: Tablet ownership reaches 35%
                                                                                                                    • Figure 45: Germany – Technology products in household, February 2014
                                                                                                                  • Broadband connections reach 85% of households
                                                                                                                    • Figure 46: Germany – Percentage of households with a broadband internet connection, 2009-13
                                                                                                                  • Modest strengthening of retail sales
                                                                                                                    • Figure 47: Germany – Annual growth in all retail sales, 2012-15
                                                                                                                  • Market size and forecast
                                                                                                                    • Key points
                                                                                                                      • Online set to take 10% of retail
                                                                                                                        • Sustained strong growth
                                                                                                                          • Figure 48: Germany – Online retail sales (incl. VAT), 2009-14
                                                                                                                          • Figure 49: Germany – Online retail sales forecasts (incl. VAT), 2014-19
                                                                                                                        • Segmentation by major categories
                                                                                                                            • Figure 50: Germany – Online retail sales, segmentation by major categories, in % terms, 2013
                                                                                                                            • Figure 51: Germany – Estimated online retail sales, by major categories, 2013
                                                                                                                          • Leading online retailers
                                                                                                                            • Key points
                                                                                                                              • Pureplays are strong
                                                                                                                                  • Figure 52: Germany – Leading online retailers: net internet sales, 2012 and 2013
                                                                                                                                • Percentage of sales generated online: Rewe Group trailing
                                                                                                                                    • Figure 53: Germany – Leading online retailers: proportion of total sales generated online, 2013
                                                                                                                                  • Store-based retailers slow to move online
                                                                                                                                    • Recent developments
                                                                                                                                      • Leading retail sites by visitor numbers
                                                                                                                                        • Figure 54: Germany – Leading retail websites, by visitor numbers, February 2014
                                                                                                                                      • Market shares
                                                                                                                                        • Figure 55: Germany: Leading online retailers: shares of all internet retail sales, 2012/13
                                                                                                                                      • The consumer: Shopping online by device
                                                                                                                                        • Key points
                                                                                                                                          • What we asked
                                                                                                                                            • 38% buy via a mobile device
                                                                                                                                              • Figure 56: Germany – The consumer: Devices used to buy products online in the last 12 months, April 2014
                                                                                                                                            • How mobile is mobile?
                                                                                                                                              • Figure 57: Germany – The consumer: Devices used to buy products online in the last 12 months, by location used, April 2014
                                                                                                                                            • No surprise – mobile shoppers are younger and more affluent
                                                                                                                                              • Figure 58: Germany – The consumer: Devices used to buy products online in the last 12 months, by location used, April 2014
                                                                                                                                            • The consumer: What they buy online
                                                                                                                                              • Key points
                                                                                                                                                • What we asked
                                                                                                                                                  • Clothing and footwear lead
                                                                                                                                                    • Figure 59: Germany – The consumer: Items bought online in the last 12 months, April 2014
                                                                                                                                                    • Figure 60: Germany – The consumer: Items bought online in the last 12 months, by device used to shop, April 2014
                                                                                                                                                  • By average age and affluence
                                                                                                                                                    • Figure 61: Germany – The consumer: Items bought online in the last 12 months, by average age/affluence, April 2014
                                                                                                                                                  • Grocery in context
                                                                                                                                                    • Figure 62: Europe – The consumer: Proportion buying food/drink online in the last 12 months, April 2014/May 2014 (UK)
                                                                                                                                                  • The consumer: What would improve online shopping
                                                                                                                                                    • Key points
                                                                                                                                                      • What we asked
                                                                                                                                                        • Delivery issues prominent
                                                                                                                                                            • Figure 63: Germany – The consumer: Factors likely to improve the online shopping experience, April 2014
                                                                                                                                                            • Figure 64: Germany – The consumer: Factors likely to improve the online shopping experience, April 2014
                                                                                                                                                          • What they want, crossed by what they buy
                                                                                                                                                              • Figure 65: Germany – The consumer: Factors likely to improve the online shopping experience, by what they have bought online in the past 12 months, April 2014
                                                                                                                                                            • What they want, crossed by devices used to shop online
                                                                                                                                                              • Figure 66: Germany – The consumer: Factors likely to improve the online shopping experience, by devices used to shop online in the past 12 months, April 2014
                                                                                                                                                          • Italy

                                                                                                                                                            • Executive summary
                                                                                                                                                              • The market environment
                                                                                                                                                                • Market size and forecast
                                                                                                                                                                  • Leading online retailers
                                                                                                                                                                    • The consumer
                                                                                                                                                                      • What we think
                                                                                                                                                                        • The market environment
                                                                                                                                                                          • Key points
                                                                                                                                                                            • Device ownership and internet usage
                                                                                                                                                                              • Figure 67: Italy – Household broadband access, 2005-13
                                                                                                                                                                              • Figure 68: Italy – Device ownership, February 2014
                                                                                                                                                                            • Online activities: Only 20% buy online
                                                                                                                                                                              • Figure 69: Italy – Numbers saying they last bought online in last year, 2005-13
                                                                                                                                                                            • Market size and forecast
                                                                                                                                                                                • Figure 70: Italy – Online sales, incl. VAT, 2009-14
                                                                                                                                                                                • Figure 71: Italy – Online sales, incl. VAT, 2014-19
                                                                                                                                                                              • Segmentation
                                                                                                                                                                                • Figure 72: Online retail sales: Segmentation by major categories, 2013
                                                                                                                                                                                • Figure 73: Italy – Online sales penetration by leading sectors, 2013
                                                                                                                                                                              • Leading online retailers
                                                                                                                                                                                • Key points
                                                                                                                                                                                  • Who does what
                                                                                                                                                                                    • Website visitors
                                                                                                                                                                                      • Figure 74: Italy – Top 20 sites by number of unique visitors, February 2014
                                                                                                                                                                                      • Figure 75: Italy – Top 20 sites by number of pages viewed, February 2014
                                                                                                                                                                                    • Leading retailers by sales
                                                                                                                                                                                      • Figure 76: Italy – Leading online retailers, sales (excl. VAT), 2013
                                                                                                                                                                                    • Market shares
                                                                                                                                                                                      • Figure 77: Italy – Leadng online retailers, market shares, 2013
                                                                                                                                                                                    • The consumer
                                                                                                                                                                                      • Key points
                                                                                                                                                                                        • The Consumer: Shopping online by device
                                                                                                                                                                                          • Figure 78: Italy – The consumer: Device usage by location for buying goods in the last 12 months, April 2014
                                                                                                                                                                                          • Figure 79: Italy – The consumer: Profile of those who use their device for shopping, April 2014
                                                                                                                                                                                          • Figure 80: Italy – The consumer: Profile of who uses their device where, April 2014
                                                                                                                                                                                        • The consumer: What they buy online
                                                                                                                                                                                          • Figure 81: Italy – The consumer: Products bought online, April 2014
                                                                                                                                                                                          • Figure 82: Italy: The consumer: Products bought online in the last 12 months, by device used – as % of all online shoppers, April 2014
                                                                                                                                                                                          • Figure 83: Italy – The consumer: Profile of buyers of particular goods, April 2014
                                                                                                                                                                                        • The consumer: what would improve online shopping
                                                                                                                                                                                            • Figure 84: Italy – The consumer: What would improve the online shopping experience, April 2014
                                                                                                                                                                                            • Figure 85: Italy – The consumer: Profiles of who would like what to improve the online shopping experience, April 2014
                                                                                                                                                                                        • Spain

                                                                                                                                                                                          • Executive summary
                                                                                                                                                                                            • The market environment
                                                                                                                                                                                              • Market size and forecast
                                                                                                                                                                                                • Leading online retailers
                                                                                                                                                                                                  • The consumer: Shopping online by device used
                                                                                                                                                                                                    • The consumer: What they buy online
                                                                                                                                                                                                      • The consumer: What would improve online shopping
                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                          • The market environment
                                                                                                                                                                                                            • Key points
                                                                                                                                                                                                              • Online activities: 77% buy online
                                                                                                                                                                                                                • Device ownership: Tablet ownership reaches 51%
                                                                                                                                                                                                                  • Figure 86: Spain – Technology products in household, February 2014
                                                                                                                                                                                                                • Broadband connections reach 69% of households
                                                                                                                                                                                                                  • Figure 87: Spain – Percentage of households with a broadband internet connection, 2009-13
                                                                                                                                                                                                                • Modest strengthening of retail sales
                                                                                                                                                                                                                  • Figure 88: Spain – Annual growth in all retail sales, 2012-15
                                                                                                                                                                                                                • Market size and forecast
                                                                                                                                                                                                                  • Key points
                                                                                                                                                                                                                    • Online’s relative importance is low at 2.9% of all retail sales
                                                                                                                                                                                                                      • Sustained strong growth
                                                                                                                                                                                                                        • Figure 89: Spain – Online retail sales (incl. VAT), 2009-14
                                                                                                                                                                                                                        • Figure 90: Spain – Online retail sales forecasts (incl. VAT), 2014-19
                                                                                                                                                                                                                      • Segmentation by major categories
                                                                                                                                                                                                                          • Figure 91: Spain – Online retail sales, segmentation by major categories, 2013
                                                                                                                                                                                                                          • Figure 92: Spain – Estimated online retail sales, by major categories, 2013
                                                                                                                                                                                                                        • Leading online retailers
                                                                                                                                                                                                                          • Key points
                                                                                                                                                                                                                            • El Corte Inglés leads the market
                                                                                                                                                                                                                                • Figure 93: Spain – Major online retailers by estimated net online revenues, 2012 and 2013
                                                                                                                                                                                                                              • Leading retail sites by visitor numbers
                                                                                                                                                                                                                                • Figure 94: Spain – Leading retail websites, by visitor numbers, February 2014
                                                                                                                                                                                                                              • Market shares
                                                                                                                                                                                                                                • Figure 95: Spain – Leading retailers shares of online sales, 2012 and 2013
                                                                                                                                                                                                                              • The consumer: Shopping online by device used
                                                                                                                                                                                                                                • Key points
                                                                                                                                                                                                                                  • What we asked
                                                                                                                                                                                                                                    • Laptops and desktops dominate
                                                                                                                                                                                                                                      • Figure 96: Spain – The consumer: devices used to buy products online in the 12 months, April 2014
                                                                                                                                                                                                                                      • Figure 97: Spain – The consumer: Mobile devices used to buy products online in the last 12 months, April 2014
                                                                                                                                                                                                                                    • Men more likely to shop from mobile devices
                                                                                                                                                                                                                                      • Figure 98: Spain – The consumer: devices used to buy products online in the last 12 months by gender, April 2014
                                                                                                                                                                                                                                    • Mobile usage declines with age
                                                                                                                                                                                                                                      • Figure 99: Spain – The consumer: Devices used to buy products online in the last 12 months by age, April 2014
                                                                                                                                                                                                                                    • The consumer: What they buy online
                                                                                                                                                                                                                                      • Key points
                                                                                                                                                                                                                                        • What we asked
                                                                                                                                                                                                                                          • Clothing and footwear most popular
                                                                                                                                                                                                                                            • Figure 100: Spain – The consumer: Items bought online in the last 12 months, April 2014
                                                                                                                                                                                                                                          • Patterns differ according to device used
                                                                                                                                                                                                                                            • Figure 101: Spain: The consumer: Products bought online in the last 12 months, by device used – as % of all online shoppers, April 2014
                                                                                                                                                                                                                                            • Figure 102: Spain – The consumer: Items bought online in the last 12 months, by type of device – as % of shoppers via device, April 2014
                                                                                                                                                                                                                                          • The consumer: What would improve online shopping
                                                                                                                                                                                                                                            • Key points
                                                                                                                                                                                                                                              • What we asked
                                                                                                                                                                                                                                                • Integrating shopping into busy lives
                                                                                                                                                                                                                                                  • Figure 103: Spain – The consumer: Factors likely to improve the online shopping experience, April 2014
                                                                                                                                                                                                                                                • Offering more delivery choices
                                                                                                                                                                                                                                                  • Same-day delivery appeals to the young
                                                                                                                                                                                                                                                    • Figure 104: Spain – The consumer: those who would like same-day delivery by age, April 2014
                                                                                                                                                                                                                                                  • Early or late deliveries appeal to the family shopper
                                                                                                                                                                                                                                                    • Figure 105: Spain – The consumer: Those who would like early or late delivery by age, April 2014
                                                                                                                                                                                                                                                  • Where do shoppers want to collect online orders?
                                                                                                                                                                                                                                                  • United Kingdom

                                                                                                                                                                                                                                                    • Introduction
                                                                                                                                                                                                                                                      • Market definition
                                                                                                                                                                                                                                                        • Financial definitions
                                                                                                                                                                                                                                                          • VAT
                                                                                                                                                                                                                                                            • Abbreviations
                                                                                                                                                                                                                                                              • Executive summary
                                                                                                                                                                                                                                                                • The market
                                                                                                                                                                                                                                                                  • Online reaches 11% of all retail sales
                                                                                                                                                                                                                                                                    • Figure 106: Internet retail sales (incl. VAT), 2009-19
                                                                                                                                                                                                                                                                  • Share of all retailing
                                                                                                                                                                                                                                                                    • Figure 107: Internet retail sales as % of all retail sales, 2009-19
                                                                                                                                                                                                                                                                  • Market segmentation
                                                                                                                                                                                                                                                                    • Figure 108: Breakdown of online retail sales by major category, 2014 (est)
                                                                                                                                                                                                                                                                    • Figure 109: Online sales as % of total category sales, 2013 and 2014
                                                                                                                                                                                                                                                                  • Companies, brands and innovation
                                                                                                                                                                                                                                                                    • Figure 110: Leading online retailers: share of all online retail sales, 2013
                                                                                                                                                                                                                                                                  • The consumer
                                                                                                                                                                                                                                                                    • Shopping online, by device used
                                                                                                                                                                                                                                                                      • Figure 111: The consumer: devices used to buy products online in the last 12 months, May 2014
                                                                                                                                                                                                                                                                    • Categories bought, by device used
                                                                                                                                                                                                                                                                      • Figure 112: The consumer: Items bought online in the last 12 months – any device, May 2014
                                                                                                                                                                                                                                                                      • Figure 113: The consumer: Items bought online in the last 12 months – by device, May 2014
                                                                                                                                                                                                                                                                    • Where they shopped, by food and non-food
                                                                                                                                                                                                                                                                        • Figure 114: The consumer: Retailers used for food/drink purchases online in the past 12 months, May 2014
                                                                                                                                                                                                                                                                        • Figure 115: The consumer: Retailers used for non-food purchases online in the past 12 months, May 2014
                                                                                                                                                                                                                                                                      • Delivery, return and customers services used
                                                                                                                                                                                                                                                                        • Figure 116: The consumer: Online delivery/return services and customer services used, May 2014
                                                                                                                                                                                                                                                                      • Delivery, return and customers services they would use again
                                                                                                                                                                                                                                                                        • Figure 117: The consumer: Likelihood of using online delivery/return services or customer services again, May 2014
                                                                                                                                                                                                                                                                      • What would improve the online shopping experience
                                                                                                                                                                                                                                                                        • Figure 118: The consumer: Factors likely to improve the online shopping experience, May 2014
                                                                                                                                                                                                                                                                      • What we think
                                                                                                                                                                                                                                                                        • Issues and insights
                                                                                                                                                                                                                                                                          • How big will online get?
                                                                                                                                                                                                                                                                            • The facts
                                                                                                                                                                                                                                                                              • The implications
                                                                                                                                                                                                                                                                                • Why are pureplays outperforming?
                                                                                                                                                                                                                                                                                  • The facts
                                                                                                                                                                                                                                                                                    • The implications
                                                                                                                                                                                                                                                                                      • Does m-commerce matter?
                                                                                                                                                                                                                                                                                        • The facts
                                                                                                                                                                                                                                                                                          • The implications
                                                                                                                                                                                                                                                                                            • Trend application
                                                                                                                                                                                                                                                                                              • Experience is all
                                                                                                                                                                                                                                                                                                • Life hacking
                                                                                                                                                                                                                                                                                                  • Mintel futures
                                                                                                                                                                                                                                                                                                    • The market environment
                                                                                                                                                                                                                                                                                                      • Key points
                                                                                                                                                                                                                                                                                                        • Proportion shopping online
                                                                                                                                                                                                                                                                                                          • Figure 119: The consumer: Percentage having shopped online in the past three months, June 2013, September 2013, December 2013 and April 2014
                                                                                                                                                                                                                                                                                                        • Device ownership
                                                                                                                                                                                                                                                                                                          • Figure 120: Technology products personally owned, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
                                                                                                                                                                                                                                                                                                          • Figure 121: Technology products in household, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
                                                                                                                                                                                                                                                                                                        • Broadband access
                                                                                                                                                                                                                                                                                                          • Figure 122: Percentage of all households with broadband access, 2011-13
                                                                                                                                                                                                                                                                                                        • Consumer context
                                                                                                                                                                                                                                                                                                          • Figure 123: Consumer confidence levels, June 2013-May 2014
                                                                                                                                                                                                                                                                                                          • Figure 124: Annual % change in average weekly earnings versus annual % change in consumer prices, January 2010-February 2014
                                                                                                                                                                                                                                                                                                        • Market size and forecast
                                                                                                                                                                                                                                                                                                          • Key points
                                                                                                                                                                                                                                                                                                            • Growth buoyed by m-commerce in 2013
                                                                                                                                                                                                                                                                                                              • Figure 125: Internet retail sales (incl. VAT), 2009-19
                                                                                                                                                                                                                                                                                                              • Figure 126: Internet retail sales as % of all retail sales, 2009-19
                                                                                                                                                                                                                                                                                                              • Figure 127: Internet retail sales (incl. VAT), in current and constant prices, 2009-19
                                                                                                                                                                                                                                                                                                            • Segmentation: Store-based retailers versus non-store retailers
                                                                                                                                                                                                                                                                                                              • Figure 128: Internet retail sales, segmented by store-based/non-store retailers, 2014 (est)
                                                                                                                                                                                                                                                                                                            • Segmentation: Store-based retailers slowly losing out
                                                                                                                                                                                                                                                                                                              • Figure 129: Internet retail sales by store-based retailers (incl. VAT), 2009-19
                                                                                                                                                                                                                                                                                                              • Figure 130: Internet retail sales by store-based retailers (incl. VAT), in current and constant prices, 2009-19
                                                                                                                                                                                                                                                                                                            • Segmentation: Non-store retailers gaining share
                                                                                                                                                                                                                                                                                                              • Figure 131: Internet retail sales by retailers without stores (incl. VAT), 2009-19
                                                                                                                                                                                                                                                                                                              • Figure 132: Breakdown of internet retail sales by retailers without stores, by type of retailer, 2012-14
                                                                                                                                                                                                                                                                                                              • Figure 133: Internet retail sales by retailers without stores (incl. VAT), in current and constant prices, 2009-19
                                                                                                                                                                                                                                                                                                            • Forecast methodology
                                                                                                                                                                                                                                                                                                              • The fan chart
                                                                                                                                                                                                                                                                                                                • Segmentation by product category
                                                                                                                                                                                                                                                                                                                  • Key points
                                                                                                                                                                                                                                                                                                                    • Apparel, electricals and grocery dominate online
                                                                                                                                                                                                                                                                                                                      • Figure 134: Breakdown of online retail sales by major category, 2014 (est)
                                                                                                                                                                                                                                                                                                                      • Figure 135: Breakdown of online retail sales by major category (incl. VAT where applicable), in £ and % terms, 2013 and 2014 (est)
                                                                                                                                                                                                                                                                                                                    • Proportion of sales online by category
                                                                                                                                                                                                                                                                                                                      • Figure 136: Online sales as % of total category sales, 2013 and 2014
                                                                                                                                                                                                                                                                                                                    • Review of major product categories
                                                                                                                                                                                                                                                                                                                      • Electrical goods
                                                                                                                                                                                                                                                                                                                        • Clothing and footwear
                                                                                                                                                                                                                                                                                                                          • Grocery
                                                                                                                                                                                                                                                                                                                            • Digital spending
                                                                                                                                                                                                                                                                                                                              • Key points
                                                                                                                                                                                                                                                                                                                                • Digital set to near £2 billion
                                                                                                                                                                                                                                                                                                                                  • Figure 137: Breakdown of estimated spending on digital entertainment products, 2014
                                                                                                                                                                                                                                                                                                                                  • Figure 138: Digital sales – e-books, 2013 and 2014
                                                                                                                                                                                                                                                                                                                                  • Figure 139: Digital sales – music, 2013 and 2014
                                                                                                                                                                                                                                                                                                                                  • Figure 140: Digital sales – video, 2013 and 2014
                                                                                                                                                                                                                                                                                                                                  • Figure 141: Digital sales – computer/console games, 2013 and 2014
                                                                                                                                                                                                                                                                                                                                • Who’s innovating?
                                                                                                                                                                                                                                                                                                                                  • Key points
                                                                                                                                                                                                                                                                                                                                    • Parcelpod offers immediate returns
                                                                                                                                                                                                                                                                                                                                      • Shopping centre launches superior click-and-collect service
                                                                                                                                                                                                                                                                                                                                        • iBeacon proximity technology to alert shoppers
                                                                                                                                                                                                                                                                                                                                          • Point-and-buy shopping app
                                                                                                                                                                                                                                                                                                                                            • Amazon smartphone’s product recognition technology
                                                                                                                                                                                                                                                                                                                                              • Bluetooth enabled shop mannequins
                                                                                                                                                                                                                                                                                                                                                • Premier shopping street to pioneer unique app
                                                                                                                                                                                                                                                                                                                                                  • New app aimed at time-conscious shoppers
                                                                                                                                                                                                                                                                                                                                                    • Apps that make the world ‘shoppable’
                                                                                                                                                                                                                                                                                                                                                      • Virtual trunk shows
                                                                                                                                                                                                                                                                                                                                                        • Strengths and weaknesses
                                                                                                                                                                                                                                                                                                                                                          • Strengths
                                                                                                                                                                                                                                                                                                                                                            • Weaknesses
                                                                                                                                                                                                                                                                                                                                                              • Leading online retailers
                                                                                                                                                                                                                                                                                                                                                                • Key points
                                                                                                                                                                                                                                                                                                                                                                  • The top 25 online retailers: Amazon retains a major lead
                                                                                                                                                                                                                                                                                                                                                                    • Figure 142: Leading online retailers’ net internet revenues, 2011-13
                                                                                                                                                                                                                                                                                                                                                                  • Top 25: Pureplays versus multichannel
                                                                                                                                                                                                                                                                                                                                                                    • Figure 143: Distribution of the revenues of the top-25 online retailers (as ranked in 2013), by type of retailer, 2011-13
                                                                                                                                                                                                                                                                                                                                                                  • Top 25: Proportion of sales generated online
                                                                                                                                                                                                                                                                                                                                                                    • Figure 144: Top 25 online retailers: Proportion of total sales transacted online, 2013
                                                                                                                                                                                                                                                                                                                                                                  • Top 25: By main category traded in
                                                                                                                                                                                                                                                                                                                                                                    • Figure 145: Top 25 online retailers, by major category traded in, 2013
                                                                                                                                                                                                                                                                                                                                                                  • Market shares
                                                                                                                                                                                                                                                                                                                                                                    • Key points
                                                                                                                                                                                                                                                                                                                                                                      • Top 25 account for 72% of all online sales
                                                                                                                                                                                                                                                                                                                                                                        • Figure 146: Top 25 online retailers: Share of all online retail sales, 2011-13
                                                                                                                                                                                                                                                                                                                                                                      • Brand research
                                                                                                                                                                                                                                                                                                                                                                        • Brand map
                                                                                                                                                                                                                                                                                                                                                                            • Figure 147: Attitudes towards and usage of brands in the online shopping sector, May 2014
                                                                                                                                                                                                                                                                                                                                                                          • Correspondence analysis
                                                                                                                                                                                                                                                                                                                                                                            • Brand attitudes
                                                                                                                                                                                                                                                                                                                                                                              • Figure 148: Attitudes, by online shopping brand, May 2014
                                                                                                                                                                                                                                                                                                                                                                            • Brand personality
                                                                                                                                                                                                                                                                                                                                                                              • Figure 149: Online shopping brand personality – macro image, May 2014
                                                                                                                                                                                                                                                                                                                                                                              • Figure 150: Online shopping brand personality – micro image, May 2014
                                                                                                                                                                                                                                                                                                                                                                            • Brand experience
                                                                                                                                                                                                                                                                                                                                                                              • Figure 151: Online shopping brand usage, May 2014
                                                                                                                                                                                                                                                                                                                                                                              • Figure 152: Satisfaction with various online shopping brands, May 2014
                                                                                                                                                                                                                                                                                                                                                                              • Figure 153: Consideration of online shopping brands, May 2014
                                                                                                                                                                                                                                                                                                                                                                              • Figure 154: Consumer perceptions of current online shopping brand performance, May 2014
                                                                                                                                                                                                                                                                                                                                                                            • Brand recommendation
                                                                                                                                                                                                                                                                                                                                                                              • Figure 155: Likely recommendation of various online shopping brands, May 2014
                                                                                                                                                                                                                                                                                                                                                                            • The consumer – Leading food retailers – Customer profiles
                                                                                                                                                                                                                                                                                                                                                                              • Key points
                                                                                                                                                                                                                                                                                                                                                                                • Note on the charts
                                                                                                                                                                                                                                                                                                                                                                                  • Region
                                                                                                                                                                                                                                                                                                                                                                                    • Figure 156: Leading online food retailers, relative strength by region, May 2014
                                                                                                                                                                                                                                                                                                                                                                                  • Area lived in
                                                                                                                                                                                                                                                                                                                                                                                    • Figure 157: Leading online food retailers, relative strength by type of area lived in, May 2014
                                                                                                                                                                                                                                                                                                                                                                                  • Financial situation
                                                                                                                                                                                                                                                                                                                                                                                    • Figure 158: Leading online food retailers, relative strength by current financial situation, May 2014
                                                                                                                                                                                                                                                                                                                                                                                  • The consumer – Leading non-food retailers – Customer profiles
                                                                                                                                                                                                                                                                                                                                                                                    • Key points
                                                                                                                                                                                                                                                                                                                                                                                      • Region
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 159: Leading clothing and department store retailers, relative strength by region, May 2014
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 160: Leading online electrical/DIY retailers, relative strength by region, May 2014
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 161: Leading online miscellaneous retailers, relative strength by region, May 2014
                                                                                                                                                                                                                                                                                                                                                                                      • Area lived in
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 162: Leading clothing and department store retailers, relative strength by type of area lived in, May 2014
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 163: Leading online electrical/DIY retailers, relative strength by type of area lived in, May 2014
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 164: Leading online miscellaneous retailers, relative strength by type of area lived in, May 2014
                                                                                                                                                                                                                                                                                                                                                                                      • Financial situation
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 165: Leading clothing and department store retailers, relative strength by financial situation, May 2014
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 166: Leading online electrical/DIY retailers, relative strength by financial situation, May 2014
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 167: Leading online miscellaneous retailers, relative strength by financial situation, May 2014
                                                                                                                                                                                                                                                                                                                                                                                      • The consumer – Devices used and who buys what
                                                                                                                                                                                                                                                                                                                                                                                        • Key points
                                                                                                                                                                                                                                                                                                                                                                                          • What we asked
                                                                                                                                                                                                                                                                                                                                                                                            • Devices for online access
                                                                                                                                                                                                                                                                                                                                                                                              • Figure 168: Smartphone, laptop and tablet ownership, May 2014
                                                                                                                                                                                                                                                                                                                                                                                            • Devices used for shopping and where
                                                                                                                                                                                                                                                                                                                                                                                              • Figure 169: Device usage for shopping, May 2014
                                                                                                                                                                                                                                                                                                                                                                                            • Who does what
                                                                                                                                                                                                                                                                                                                                                                                              • Figure 170: Profile of devices users, May 2014
                                                                                                                                                                                                                                                                                                                                                                                            • Who buys what, and on which devices
                                                                                                                                                                                                                                                                                                                                                                                              • Figure 171: The consumer: Items bought online in the last 12 months – any device, May 2014
                                                                                                                                                                                                                                                                                                                                                                                              • Figure 172: Items bought online in the last 12 months by device, as % of all respondents, May 2014
                                                                                                                                                                                                                                                                                                                                                                                            • Proportion of device owners buying by category
                                                                                                                                                                                                                                                                                                                                                                                                • Figure 173: Items bought online in the last 12 months by device, as % of device owners, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                • Figure 174: Profile of shoppers by products bought, May 2014
                                                                                                                                                                                                                                                                                                                                                                                              • Repertoire analysis
                                                                                                                                                                                                                                                                                                                                                                                                • Figure 175: Number of non-food items bought by device, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                • Figure 176: Number of different non-food items bought by device, May 2014
                                                                                                                                                                                                                                                                                                                                                                                              • Using devices for research
                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 177: Device usage for research as % of all online buyers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 178: Device usage for research as % all device owners, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                • The consumer – Who shops where
                                                                                                                                                                                                                                                                                                                                                                                                  • Key points
                                                                                                                                                                                                                                                                                                                                                                                                    • What we asked
                                                                                                                                                                                                                                                                                                                                                                                                      • Food
                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 179: Food buyers – where they shop, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                        • Amazon
                                                                                                                                                                                                                                                                                                                                                                                                          • Profiles
                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 180: Online food shoppers profile, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                          • Repertoire
                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 181: Number of different online food retailers used, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                          • Non-foods
                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 182: Non-food buyers – where they shop online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                          • Spend per customer
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 183: Estimated online non-food sales per customer, 2013
                                                                                                                                                                                                                                                                                                                                                                                                            • Repertoire
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 184: Number of retailers non-foods bought from online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 185: Number of retailers used to buy non-foods online, by age and socio-economic group, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                            • Profile of online non-food shoppers
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 186: Profile of online non-food shoppers by retailers used, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                            • Food shoppers – purchases and retailers used
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 187: Non-food products bought online by grocery shoppers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                            • Non-food shoppers – purchases and retailers used
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 188: Products bought by online shoppers from clothing and department store retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 189: Products bought by online shoppers from homewares retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 190: Products bought by online shoppers from other non-food retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                            • The consumer – Service and delivery
                                                                                                                                                                                                                                                                                                                                                                                                              • Key points
                                                                                                                                                                                                                                                                                                                                                                                                                • What we asked
                                                                                                                                                                                                                                                                                                                                                                                                                  • Home delivery still far more popular than click-and-collect
                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 191: Delivery and returns methods used, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                  • Delivery and returns
                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 192: Delivery and return profiles, by age and socio-economic group, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                  • Personal service
                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 193: Online shopping – use of service options, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 194: Profile of users contacting customer services, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                  • Service and delivery – likelihood of using again
                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 195: Delivery and service options – likelihood of using again, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 196: Delivery and service options – likelihood of using again, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                  • The consumer – Attitudes – What they would like
                                                                                                                                                                                                                                                                                                                                                                                                                    • Key points
                                                                                                                                                                                                                                                                                                                                                                                                                      • What we asked
                                                                                                                                                                                                                                                                                                                                                                                                                        • Delivery improvements are most popular
                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 197: What would improve the online shopping experience, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 198: Profile of those who want different services, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                        • Amazon Europe

                                                                                                                                                                                                                                                                                                                                                                                                                            • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                              • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 199: Amazon.com Inc: Group financial performance, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                  • Sales mix
                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 200: Amazon Europe: Estimated composition of sales, 2013
                                                                                                                                                                                                                                                                                                                                                                                                                                  • Mintel’s consumer research
                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 201: The consumer: Percentage that bought electrical goods from Amazon in the past year, January 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 202: The consumer: Percentage that bought clothing from Amazon in the past year, August 2013
                                                                                                                                                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 203: Number of SKUs listed on Amazon.co.uk, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                  • AO World

                                                                                                                                                                                                                                                                                                                                                                                                                                      • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 204: Appliances Online/DRL Ltd: Group financial performance, 2008/09-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 205: AO World: Divisional sales, 2012/13-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                          • Argos

                                                                                                                                                                                                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 206: Argos: Group financial performance, 2009-10-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 207: Argos: Outlet data, 2009-10-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 208: Argos: Product mix by sales and numbers of items, 2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                • Asos

                                                                                                                                                                                                                                                                                                                                                                                                                                                    • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 209: ASOS: Group financial performance, 2009-10 and 2012-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Carrefour

                                                                                                                                                                                                                                                                                                                                                                                                                                                            • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 210: Carrefour: Group financial performance, 2009-2013
                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Cdiscount

                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 211: Cdiscount: Sales performance, excl. sales tax, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Darty Group

                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 212: Darty Group: Group financial performance, 2009/10-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 213: Darty Group: Outlet data, 2009/10-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Debenhams.com

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 214: Debenhams: Group financial performance, 2008-09 and 2012-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Dixons Carphone

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 215: Dixons retail, Estimated online sales, 2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 216: Dixons Retail Plc: Group financial performance, 2008/09-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 217: Dixons Retail Plc: Outlet data, 2008/09-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 218: The Carphone Warehouse Plc: Group financial performance, 2008/09-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 219: The Carphone Warehouse Plc: Outlet data, 2008/09-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 220: Dixons retail: UK sales mix, 2012/13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • eBay Inc.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 221: eBay Inc.: Group financial performance, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 222: International sales as % of eBay Inc’s total net revenues (a) / gross merchandise volumes (b)
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 223: eBay Marketplaces segment: number of active users, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 224: Number of SKUs listed on eBay.co.uk, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • El Corte Inglés

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 225: El Corte Ingles group: Retail financial performance, 2008/09-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 226: El Corte Ingles group: Estimated online sales, 2010/11-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Fnac

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 227: Fnac: Group financial performance, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 228: Fnac: Online sales, 2012-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 229: Fnac Outlet numbers, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Johnlewis.com

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 230: John Lewis Partnership: Group financial performance, 2009/10-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • La Redoute

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 231: Redcats/La Redoute: Group financial performance, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Media-Saturn Group (Media Markt/Saturn/Redcoon)

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 232: Germany – The consumer: Retailers from which electrical goods were purchased online in the past 12 months, leading options, January 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 233: Media-Saturn Group: Group financial performance, 2008/09-2012/13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 234: Media-Saturn Group: Outlet data, 2008/09-2012/13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Next Directory

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 235: Next PLC: Group and selected divisions financial performance (excl. VAT), 2009-10 and 2013-14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Ocado

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 236: Ocado Group Plc: Group financial performance, 2008-09 and 2012-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 237: Ocado Group Plc: Key customer metrics, 2008-09 and 2012-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Otto Group (Multichannel Retail)

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 238: Otto Group (Multichannel Retail): Group financial performance, 2009-10 and 2013-14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 239: Otto group: Main European brands, June 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Rakuten Ichiba

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 240: Rakuten: Gross merchandise sales, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 241: Rakuten: Consolidated operating results by division, 2012-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Shop Direct

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 242: Shop Direct: Group financial performance, 2008-09 and 2012-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 243: Shop Direct: Estimated sales breakdown, 2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Tesco Direct

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 244: Tesco Plc: Group financial performance, 2009-10 and 2013-14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 245: Tesco Plc: Estimated net internet revenues, 2011/12-2013/14
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • vente-privee.com

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 246: Vente Privee: Group sales performance, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Zalando

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 247: Zalando: Group financial performance, 2010-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Appendix – Broader Market Environment

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Online
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 248: Europe – Percentage of households with a broadband internet connection, by country, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 249: Europe – Percentage of all individuals accessing the internet daily, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Consumer confidence
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 250: Europe – Consumer confidence levels, July 2013 – June 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Population
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 251: Europe: Population, total and by age group, 2010
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 252: Europe: Forecast population, total and by age group, 2015
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 253: Europe: Forecast population, total and by age group, 2015
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Gross domestic product
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 254: Europe – Gross domestic product, at current prices, 2012 and 2013
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 255: Europe – Real-terms year-on-year GDP growth, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Consumer spending
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 256: Europe – Consumer spending, at current prices, 2012 and 2013
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 257: Europe – Real-terms year-on-year growth in consumer spending, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Inflation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 258: Europe – Harmonised indices of consumer prices – annual % change, all items, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Interest rates
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 259: Europe – Central bank interest rates, 2009-13
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Appendix – European Comparisons

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 260: Devices used to buy products online in the last 12 months, by country, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 261: Items bought online in the last 12 months, by country, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 262: Items bought online in the last 12 months, by country, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 263: Items bought online in the last 12 months, by country, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 264: Items bought online in the last 12 months, by country, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 265: Factors likely to improve the online shopping experience, by country, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Appendix – The Consumer – France

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 266: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Mobile Total, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 267: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Smartphone, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 268: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Tablet, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 269: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Laptop/desktop computer, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 270: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 271: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 272: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 273: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 274: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 275: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Using laptop/desktop computer, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 276: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 277: Devices used to buy products online in the last 12 months – Mobile total, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 278: Devices used to buy products online in the last 12 months – Smartphone, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 279: Devices used to buy products online in the last 12 months – Tablet, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 280: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 281: Most popular items bought online in the last 12 months – Any device, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 282: Next most popular items bought online in the last 12 months – Any device, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 283: Other items bought online in the last 12 months – Any device, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 284: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 285: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 286: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 287: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 288: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 289: Other items bought online in the last 12 months – Using smartphone device, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 290: Most popular factors likely to improve the online shopping experience, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 291: Next most popular factors likely to improve the online shopping experience, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 292: Other factors likely to improve the online shopping experience, by demographics, France, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Appendix – The Consumer – Germany

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 293: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Mobile total, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 294: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Smartphone, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 295: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Tablet, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 296: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Laptop/desktop computer, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 297: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 298: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 299: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 300: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 301: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 302: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Using laptop/desktop computer, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 303: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 304: Devices used to buy products online in the last 12 months – Mobile total, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 305: Devices used to buy products online in the last 12 months – Smartphone, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 306: Devices used to buy products online in the last 12 months – Tablet, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 307: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 308: Most popular items bought online in the last 12 months – Any device, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 309: Next most popular items bought online in the last 12 months – Any device, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 310: Other items bought online in the last 12 months – Any device, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 311: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 312: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 313: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 314: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 315: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 316: Other items bought online in the last 12 months – Using smartphone device, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 317: Most popular factors likely to improve the online shopping experience, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 318: Next most popular factors likely to improve the online shopping experience, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 319: Other factors likely to improve the online shopping experience, by demographics, Germany, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Appendix – The Consumer – Italy

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 320: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 321: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 322: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 323: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 324: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 325: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Using laptop/desktop computer, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 326: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 327: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using a tablet device, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 328: Devices used to buy products online in the last 12 months – Mobile total, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 329: Devices used to buy products online in the last 12 months – Smartphone, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 330: Devices used to buy products online in the last 12 months – Tablet, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 331: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 332: Most popular items bought online in the last 12 months – Any device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 333: Next most popular items bought online in the last 12 months – Any device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 334: Other items bought online in the last 12 months – Any device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 335: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 336: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 337: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 338: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 339: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 340: Other items bought online in the last 12 months – Using smartphone device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 341: Most popular items bought online in the last 12 months – Using a tablet device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 342: Next most popular items bought online in the last 12 months – Using a tablet device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 343: Other items bought online in the last 12 months – Using a tablet device, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 344: Most popular factors likely to improve the online shopping experience, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 345: Next most popular factors likely to improve the online shopping experience, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 346: Other factors likely to improve the online shopping experience, by demographics, Italy, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Appendix – The Consumer – Spain

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 347: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Mobile total, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 348: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Smartphone, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 349: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Tablet, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 350: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Laptop/desktop computer, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 351: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 352: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 353: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 354: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 355: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 356: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 357: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using a tablet device, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 358: Devices used to buy products online in the last 12 months – Mobile total, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 359: Devices used to buy products online in the last 12 months – Smartphone, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 360: Devices used to buy products online in the last 12 months – Tablet, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 361: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 362: Most popular items bought online in the last 12 months – Any device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 363: Next most popular items bought online in the last 12 months – Any device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 364: Other items bought online in the last 12 months – Any device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 365: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 366: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 367: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 368: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 369: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 370: Other items bought online in the last 12 months – Using smartphone device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 371: Most popular items bought online in the last 12 months – Using a tablet device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 372: Next most popular items bought online in the last 12 months – Using a tablet device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 373: Other items bought online in the last 12 months – Using a tablet device, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 374: Most popular factors likely to improve the online shopping experience, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 375: Next most popular factors likely to improve the online shopping experience, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 376: Other factors likely to improve the online shopping experience, by demographics, Spain, April 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Appendix – United Kingdom

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Brand research
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 377: Brand usage, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 378: Brand commitment, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 379: Brand momentum, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 380: Brand diversity, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 381: Brand satisfaction, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 382: Brand recommendation, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 383: Brand attitude, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 384: Brand image – macro image, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 385: Brand image – micro image, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – The consumer – Devices used
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 386: Devices used to buy products online in the last 12 months – any bought, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 387: Devices used to buy products online in the last 12 months – mobile total, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 388: Devices used to buy products online in the last 12 months – smartphone, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 389: Devices used to buy products online in the last 12 months – tablet, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 390: Devices used to buy products online in the last 12 months – laptop/desktop computer, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – The consumer – Who buys what
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 391: Most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 392: Next most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 393: Other items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 394: Most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 395: Next most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 396: Other items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 397: Most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 398: Next most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 399: Other items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 400: Most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 401: Next most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 402: Other items bought online using a tablet device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – The consumer – Who shops where
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 403: Most popular retailers used for food/drink purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 404: Next most popular retailers used for food/drink purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 405: Most popular retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 406: Next most popular retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 407: Other retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 408: Least popular retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – The consumer – Service and delivery
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 409: Online delivery/return services and customer services used – delivery/returns, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 410: Online delivery/return services and customer services used – Customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 411: Online delivery/return services and customer services used, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 412: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 413: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 414: Online delivery/return services and customer services used, by retailers used for non-food purchases online – Home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 415: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 416: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 417: Online delivery/return services and customer services used, by most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 418: Online delivery/return services and customer services used, by next most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 419: Most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 420: Next most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 421: Most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 422: Next most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 423: Most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 424: Next most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 425: Most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 426: Next most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 427: Most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 428: Next most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 429: Likelihood of using online delivery/return services or customer services again, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 430: Likelihood of using online delivery/return services or customer services again, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 431: Likelihood of using online delivery/return services or customer services again – Home delivery service, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 432: Likelihood of using online delivery/return services or customer services again – Email customer service, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 433: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 434: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 435: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 436: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 437: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 438: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 439: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 440: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 441: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 442: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 443: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 444: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 445: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 446: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 447: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 448: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – The consumer – Attitudes – What they would like
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 449: Most popular factors likely to improve the online shopping experience, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 450: Next most popular factors likely to improve the online shopping experience, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 451: Other factors likely to improve the online shopping experience, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 452: Factors likely to improve the online shopping experience, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 453: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 454: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 455: Factors likely to improve the online shopping experience, by retailers used for non-food purchases online – Home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 456: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 457: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – The consumer – Further analysis
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 458: Repertoire of items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 459: Repertoire of items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 460: Repertoire of items bought online using a tablet device in the last 12 months, by demographics, May 2014

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      Companies Covered

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Amazon.co.uk
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Argos
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Next Group

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      E-Commerce - Europe - July 2014

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      US $3,843.69 (Excl.Tax)