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Electrical Goods Retailing - Europe Market Report

Everything you need to make the right decisions

Providing the most comprehensive and up-to-date information and analysis of the Electrical Goods Retailing - Europe market, and the behaviours, preferences and habits of the consumer.

Mintel has the answers you’re looking for

What are the key challenges facing the industry? Who is the consumer and what do they want? Where are the opportunities, where are the risks and what lies ahead?

Covered in this report

Our analysis of the structure of the electricals market is based on the data published by the national statistical offices.


The spending data pulls together spending on white goods (major and small kitchen appliances), brown goods (such as televisions and audio equipment), electric personal goods (such as hair dryers), grey goods (anything computer related) and mobile phones. There used to be a case for looking at mobile phones independently of the rest of the sector, but that is no longer the case. A smartphone is a handheld computer and the tablet is a hybrid between the smart phone and a laptop.


In most countries we also have retail sales data and that generally falls into two categories – household electrical stores and specialists in IT and telecoms, though the distinction between the two is increasingly hard to discern. In fact it is an increasingly artificial distinction as the largest retailers carry both. The relative size of the sectors can vary enormously between countries and making a distinction between the two categories is a highly subjective matter in practice. We hope that next time the categories are revised a more sensible system is developed. When Dixons and Carphone Warehouse merged a couple of years ago, the rationale was that products were increasingly becoming connected, so making a distinction between two sides of electrical products would rapidly become impossible. Perhaps the change has been slower to develop than Dixons Carphone was thinking, but we would endorse that thinking.

Expert analysis from a specialist in the field

Written by Armando Falcao, a leading analyst in the Retail sector, his extensive knowledge delivers in-depth commentary and analysis to highlight current trends and add expert context to the numbers.

As store-based specialist retailers of electrical goods invest to improve their overall shopping experience in-store, the relentless shift towards online continues. Amazon has strengthened its market leadership position in Europe, and a number of the leading store-based players are moving towards efficient multichannel platforms which should help them to succeed. The discount culture remains strong across the leading economies and retailers continue to face the challenge of addressing this while also maintaining their margins Armando Falcao
Retail Analyst

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What's included

What's included

Table of contents

Table of contents

  1. Overview

      • Technical notes
        • Market sizes – Consumer spending on electricals products
          • Figure 1: Electrical products, main classification codes, 2019
        • Market sizes – Retail data
          • Leading retailers
            • Amazon, eBay and marketplaces
              • GTV or consolidated sales
                • Financial definitions
                  • Abbreviations
                    • VAT rates
                      • Figure 2: VAT rates around Europe, 2014-20
                  • Executive Summary – Europe – The Market

                      • The market
                        • Consumer spending
                            • Figure 3: Europe: Percentage of spending on electricals by product type, 2013 and 2018
                            • Figure 4: Europe: Spending on electrical goods as % all consumer spending, 2010-18
                            • Figure 5: Europe: Spending on electrical products by type of product as % all consumer spending, 2018
                            • Figure 6: Europe: All spending on electricals (including VAT), 2014-18
                            • Figure 7: Europe: Spending on household appliances (including VAT), 2013-18
                            • Figure 8: Europe: Spending on audio visual and IT goods (including VAT), 2013-18
                            • Figure 9: Europe: Spending on telecoms and telefax equipment (including VAT), 2013-18
                          • Retail sales
                            • IT and telecoms retailers
                              • Figure 10: Europe: IT and telecoms specialists, sales (excluding VAT), 2015-19
                              • Figure 11: Europe: IT and telecoms specialists, forecast sales (excluding VAT), 2020-24
                            • Household electricals retailers
                              • Figure 12: Europe: Household electrical goods specialists, sales (excluding VAT), 2015-19
                              • Figure 13: Europe: Household electrical goods specialists, forecast sales (excluding VAT), 2020-24
                            • Store-based retailers continue to lose share
                              • Figure 14: Europe: Sales by specialist electricals retailers as % all spending on electricals, 2012-18
                            • Online
                              • Online buyers
                                • Figure 15: Europe: Proportion of people purchasing online in the last 12 months, 2008-19
                                • Figure 16: Europe: Proportion of people purchasing computer hardware online in the last 12 months, 2008-19
                                • Figure 17: Europe: Proportion of people purchasing electronic equipment online in the last 12 months, 2008-19
                                • Figure 18: Europe: Proportion of people purchasing household goods online in the last 12 months, 2008-19
                              • Online sales
                                • Figure 19: Europe: Online spending on electricals by country, 2019
                              • Companies and brands
                                • Leading players
                                    • Figure 20: Europe: Top 20 electrical goods specialists, sales, 2015/16-2019/20
                                    • Figure 21: Europe: Top 20 electrical goods retailers, outlets, 2015/16-2019/20
                                  • Sales per outlet
                                    • Figure 22: Europe: Top 20 electrical goods retailers, sales per outlet, 2015/16-2019/20
                                  • Market shares
                                    • Figure 23: Europe: Leading electrical specialists’ shares of all spending on electrical goods, 2015-19
                                  • What we think
                                    • France
                                      • Germany
                                        • Italy
                                          • Spain
                                            • UK
                                            • Executive Summary – Europe – The Consumer

                                                • Proportion of people buying electricals
                                                  • Figure 24: Europe: Proportion of people buying electrical goods in the last 12 months, November 2019
                                                • What they buy
                                                  • Figure 25: Europe: Electrical products bought in the last 12 months, by country, November 2019
                                                  • Figure 26: Europe: Ranking of electrical products by number of buyers, by country, November 2019
                                                • Online vs in-store
                                                  • Figure 27: Europe: Proportion of electrical buyers shopping in-store and online, by country, November 2019
                                                  • Figure 28: Europe: In-store vs online and device used to buy electricals online, by country, November 2019
                                                • Where they shop
                                                  • Figure 29: Europe: Where they shopped for electricals in the last 12 months, leading two players, by country, November 2019
                                                • Attitudes to shopping for electricals
                                                    • Figure 30: Europe: Those agreeing with statements about shopping for electrical products, by country, November 2019
                                                • Executive Summary – Europe - Innovations and Launch Activity

                                                  • Time-saving and convenient automated shopping service
                                                    • Enhanced experience stores generate buzz and excitement
                                                      • In-store navigation made easier by smartphone
                                                        • Interactive tour and assistance for online customers
                                                          • Frictionless payment
                                                            • Recycling machines for unwanted mobile phones and smartphones
                                                              • Unlimited ‘free of charge’ repair service
                                                                • Expanded offering an opportunity to grow additional revenue
                                                                  • Microsoft opens its first European store
                                                                  • France

                                                                    • Overview
                                                                      • What you need to know
                                                                        • Areas covered in this report
                                                                          • Executive summary
                                                                            • The market
                                                                              • Consumer spending
                                                                                • Figure 31: France: Consumer spending on electrical items (incl. VAT), 2015-19
                                                                              • Sector size and forecast
                                                                                • Channels of distribution
                                                                                  • Figure 32: France: estimated distribution of spending on electrical/electronic goods by channel, 2019
                                                                                • Companies and brands
                                                                                  • Key metrics
                                                                                    • Market shares
                                                                                      • Figure 33: France: Leading electrical specialists’ shares of spending on electricals items, 2019
                                                                                    • Online
                                                                                      • The consumer
                                                                                        • What they buy
                                                                                          • Figure 34: France: electrical products bought in the last 12 months, November 2019
                                                                                        • How they shop
                                                                                          • Figure 35: France: Channels used to buy electrical goods, in-store and online, January 2019 vs November 2019
                                                                                        • Where they shop
                                                                                          • Figure 36: France: where they shop for electricals, whether in-store or online, November 2019
                                                                                        • Attitudes to shopping for electricals
                                                                                          • Figure 37: France: attitudes to buying electrical/electronic goods, November 2019
                                                                                        • What we think
                                                                                          • Issues and insights  
                                                                                            • What is the future of store-based electricals retailing in France?
                                                                                              • The facts
                                                                                                • The implications
                                                                                                  • How can AR and VR help electricals retailers?
                                                                                                    • The facts
                                                                                                      • The implications
                                                                                                        • The market – What you need to know
                                                                                                          • Weak spending on electricals
                                                                                                            • Specialist sector is buoyant
                                                                                                              • Inflation still deflating growth
                                                                                                                • Specialists account for over half of spending
                                                                                                                  • Consumer spending
                                                                                                                    • Low growth in spending on electricals
                                                                                                                      • Figure 38: France: Consumer spending on electrical items (including VAT), 2015-19
                                                                                                                    • Sector size and forecast
                                                                                                                      • A robust retail sector
                                                                                                                        • Electrical specialists outperform spending
                                                                                                                          • Figure 39: France: Electrical specialists, sales, excluding VAT, 2015-19
                                                                                                                          • Figure 40: France: Electrical specialists, Forecast sales, excluding VAT, 2020-24
                                                                                                                        • Inflation
                                                                                                                          • Figure 41: France: Consumer price inflation (HICP*) Annual % change, 2015-19
                                                                                                                          • Figure 42: France: Consumer price inflation on electrical items (HICP*), annual % change, January 2018-December 2019
                                                                                                                        • Channels of distribution
                                                                                                                          • Figure 43: France: estimated distribution of spending on electrical/electronic goods by channel, 2019
                                                                                                                        • Companies and brands – What you need to know
                                                                                                                          • Fnac Darty leads
                                                                                                                            • Cross-sector partnerships
                                                                                                                              • Rationalisation amongst buying groups
                                                                                                                                • Leading specialists capture almost two-thirds of market spend
                                                                                                                                  • Online market worth some €5.8 billion
                                                                                                                                    • Leading players
                                                                                                                                      • Cross-sector and cross-banner partnerships
                                                                                                                                        • Rationalisation amongst buying groups
                                                                                                                                          • Cdiscount
                                                                                                                                            • Figure 44: France: Leading electrical retailers, sales, 2015-19
                                                                                                                                            • Figure 45: France: Leading electrical retailers, outlets, 2015-19
                                                                                                                                          • Sales per outlet
                                                                                                                                            • Figure 46: France: Leading electrical retailers, sales per outlet, 2015-19
                                                                                                                                          • Market shares
                                                                                                                                            • Figure 47: France: Leading electrical retailers: Shares of spending on electricals items, 2015-19
                                                                                                                                          • Online
                                                                                                                                            • Online activity
                                                                                                                                              • Shopping online
                                                                                                                                                • Figure 48: France: Online purchasing of electrical items in last 12 months, 2015-19
                                                                                                                                              • Online sales of electricals
                                                                                                                                                • Leading online players
                                                                                                                                                  • Figure 49: France: Estimated sales of electricals online by leading retailers, 2015-19
                                                                                                                                                • The consumer – What you need to know
                                                                                                                                                  • Men shop more than women, apart from for mobile phones
                                                                                                                                                    • Stores still more important than online
                                                                                                                                                      • Darty and Amazon lead
                                                                                                                                                        • Price still the overriding motivator
                                                                                                                                                          • Technology is the future
                                                                                                                                                            • Experiences can be a strength for stores
                                                                                                                                                              • What they buy
                                                                                                                                                                • Men and the young most likely to buy
                                                                                                                                                                  • Figure 50: France: Proportion of people buying any kind of electrical product in the last 12 months by age group, November 2019
                                                                                                                                                                • Mobile phones the most popular purchase
                                                                                                                                                                  • Figure 51: France: electrical products bought in the last 12 months, November 2019
                                                                                                                                                                • How they shop – Online and in-store
                                                                                                                                                                  • Figure 52: France: Channels used to buy electrical goods, in-store and online, November 2019
                                                                                                                                                                • Where they shop
                                                                                                                                                                  • Figure 53: France: where they shop for electricals, whether in-store or online, November 2019
                                                                                                                                                                • Channels used by retailers bought from
                                                                                                                                                                  • Figure 54: France: How and where they shop, Electricals specialists, November 2019
                                                                                                                                                                • Attitudes to shopping for electrical products
                                                                                                                                                                  • Price still the overriding motivator
                                                                                                                                                                    • Technology is increasingly part of the buying journey
                                                                                                                                                                      • Stores can use the “experience” factor
                                                                                                                                                                        • Figure 55: France: attitudes to buying electrical/electronic goods, November 2019
                                                                                                                                                                      • Attitudes by retailers used
                                                                                                                                                                        • Figure 56: France: agreement with statements by where they shopped for electrical goods in the past 12 months, November 2019
                                                                                                                                                                      • Appendix – Data sources, abbreviations and supporting information
                                                                                                                                                                        • Abbreviations
                                                                                                                                                                          • Data sources
                                                                                                                                                                          • Italy

                                                                                                                                                                            • Overview
                                                                                                                                                                              • What you need to know
                                                                                                                                                                                • Areas covered in this report
                                                                                                                                                                                  • Executive summary
                                                                                                                                                                                    • The market
                                                                                                                                                                                      • Consumer spending
                                                                                                                                                                                        • Figure 57: Italy: Consumer spending on electrical items (including VAT), 2015-19
                                                                                                                                                                                      • Sector size and forecast
                                                                                                                                                                                        • Figure 58: Italy: Electrical goods specialists’ sales, excluding VAT, 2015-19
                                                                                                                                                                                      • Channels of distribution
                                                                                                                                                                                        • Figure 59: Italy: estimated distribution of spending on electrical/electronic goods by channel, 2019
                                                                                                                                                                                      • Companies and brands
                                                                                                                                                                                        • Key metrics
                                                                                                                                                                                          • Market shares
                                                                                                                                                                                            • Figure 60: Italy: Leading electrical specialists’ shares of spending on electricals, 2019
                                                                                                                                                                                          • Online
                                                                                                                                                                                            • The consumer
                                                                                                                                                                                              • What they buy
                                                                                                                                                                                                • Figure 61: Italy: electrical products purchased in the last 12 months, November 2019
                                                                                                                                                                                              • How they shop
                                                                                                                                                                                                • Figure 62: Italy: Channels used to buy electrical goods, in-store and online, November 2019
                                                                                                                                                                                              • Where they shop
                                                                                                                                                                                                • Figure 63: Italy: where they shop for electricals, November 2019
                                                                                                                                                                                              • Attitudes to shopping for electricals
                                                                                                                                                                                                • Figure 64: Italy: attitudes to shopping for electrical/electronic goods, November 2019
                                                                                                                                                                                              • What we think
                                                                                                                                                                                                • Issues and insights
                                                                                                                                                                                                  • How can store-based retailers differentiate themselves from online specialists?
                                                                                                                                                                                                    • The facts
                                                                                                                                                                                                      • The implications
                                                                                                                                                                                                        • Where now for the online channel?
                                                                                                                                                                                                          • The facts
                                                                                                                                                                                                            • The implications
                                                                                                                                                                                                              • The market – What you need to know
                                                                                                                                                                                                                • Electricals spending grows faster than average
                                                                                                                                                                                                                  • Specialists’ share of retail sales holds firm
                                                                                                                                                                                                                    • Deflation impacts on most electrical goods categories
                                                                                                                                                                                                                      • Specialists still the most popular outlet type
                                                                                                                                                                                                                        • Consumer spending
                                                                                                                                                                                                                          • Italy narrowly avoids recession
                                                                                                                                                                                                                            • Electricals spending grows faster than average
                                                                                                                                                                                                                              • Figure 65: Italy: Consumer spending on electrical items (including VAT), 2015-19
                                                                                                                                                                                                                            • Sector size and forecast
                                                                                                                                                                                                                              • Specialists’ share of retail sales holds firm
                                                                                                                                                                                                                                • Figure 66: Italy: Electrical goods specialists, sales, excluding VAT, 2015-19
                                                                                                                                                                                                                                • Figure 67: Italy: Electrical goods specialists, forecast sales, excluding VAT, 2020-24
                                                                                                                                                                                                                              • Inflation
                                                                                                                                                                                                                                • Deflation impacts on most electrical goods categories
                                                                                                                                                                                                                                  • Figure 68: Italy: Consumer prices, Annual % change, 2014-19
                                                                                                                                                                                                                                  • Figure 69: Italy: Consumer price inflation on electrical items, annual % change, July 2018-December 2019
                                                                                                                                                                                                                                • Channels of distribution
                                                                                                                                                                                                                                  • Specialists still the most popular outlet type
                                                                                                                                                                                                                                    • Figure 70: Italy: estimated distribution of spending on electrical/electronic goods by channel, 2019
                                                                                                                                                                                                                                  • Companies and brands – What you need to know
                                                                                                                                                                                                                                    • Expert heads market by virtue of Unieuro
                                                                                                                                                                                                                                      • Unieuro growth driven by combination of factors
                                                                                                                                                                                                                                        • Media World loses ground
                                                                                                                                                                                                                                          • Amazon outstrips overall market growth but lags behind Unieuro online growth
                                                                                                                                                                                                                                            • Unieuro consolidates position as market-leading chain
                                                                                                                                                                                                                                              • Electricals is one of most developed online sectors in Italian online retailing
                                                                                                                                                                                                                                                • Amazon is clear online leader but specialists hold their own
                                                                                                                                                                                                                                                  • Leading players
                                                                                                                                                                                                                                                    • Expert heads market by virtue of Unieuro
                                                                                                                                                                                                                                                      • Unieuro growth driven by combination of factors
                                                                                                                                                                                                                                                        • Media World loses ground
                                                                                                                                                                                                                                                          • Euronics, Trony and Comet
                                                                                                                                                                                                                                                            • Amazon outstrips overall market growth but lags behind Unieuro online growth
                                                                                                                                                                                                                                                              • Figure 71: Italy: Leading electrical specialists, sales, 2015-19
                                                                                                                                                                                                                                                              • Figure 72: Italy: Leading electrical specialists, outlets, 2015-19
                                                                                                                                                                                                                                                              • Figure 73: Italy: Leading electrical specialists, sales per outlet, 2015-19
                                                                                                                                                                                                                                                            • Market shares
                                                                                                                                                                                                                                                              • Unieuro consolidates position as market-leading chain
                                                                                                                                                                                                                                                                • Figure 74: Italy: Leading electrical specialists’ shares of spending on electricals, 2015-19
                                                                                                                                                                                                                                                              • Online
                                                                                                                                                                                                                                                                • Broadband access
                                                                                                                                                                                                                                                                  • Technology ownership
                                                                                                                                                                                                                                                                    • Online activity
                                                                                                                                                                                                                                                                      • Figure 75: Italy: online purchasing in the past 12 months compared to other major European economies, 2015-19
                                                                                                                                                                                                                                                                    • Online purchasing of electrical goods
                                                                                                                                                                                                                                                                      • Figure 76: Italy: online purchasing of electrical items in the last 12 months, 2009-19
                                                                                                                                                                                                                                                                    • Online sales
                                                                                                                                                                                                                                                                      • Leading online players
                                                                                                                                                                                                                                                                        • Figure 77: Italy: Estimated sales of electricals online by leading retailers, 2015-19
                                                                                                                                                                                                                                                                      • The consumer – What you need to know
                                                                                                                                                                                                                                                                        • Mobile phones still the most purchased electrical product
                                                                                                                                                                                                                                                                          • Stores are the most popular place to buy
                                                                                                                                                                                                                                                                            • Amazon leads the way
                                                                                                                                                                                                                                                                              • Retailers face an uphill struggle to shift the focus away from price
                                                                                                                                                                                                                                                                                • What they buy
                                                                                                                                                                                                                                                                                  • Mobile phones and small appliances are most popular purchases
                                                                                                                                                                                                                                                                                    • Figure 78: Italy: electrical products purchased in the last 12 months, November 2019
                                                                                                                                                                                                                                                                                  • Men much more likely than women to buy electrical goods
                                                                                                                                                                                                                                                                                    • Figure 79: Italy: electrical products purchased in the last 12 months, by gender, November 2019
                                                                                                                                                                                                                                                                                  • Purchasing of electricals biased towards younger age groups
                                                                                                                                                                                                                                                                                    • Figure 80: Italy: electrical products purchased in the last 12 months, by age, November 2019
                                                                                                                                                                                                                                                                                  • How they shop – Online and in-store
                                                                                                                                                                                                                                                                                    • In-store remains the most popular channel for electricals
                                                                                                                                                                                                                                                                                      • Figure 81: Italy: Channels used to buy electrical goods, in-store and online, November 2019
                                                                                                                                                                                                                                                                                    • Women much more likely than men to prefer stores
                                                                                                                                                                                                                                                                                      • Figure 82: Italy: Channels used to buy electrical goods, in-store and online, by gender and age, November 2019
                                                                                                                                                                                                                                                                                    • Where they shop
                                                                                                                                                                                                                                                                                      • Three-quarters buy through a store-based specialist
                                                                                                                                                                                                                                                                                        • Figure 83: Italy: where they shop for electricals, November 2019
                                                                                                                                                                                                                                                                                        • Figure 84: Italy: profile of electricals shoppers by retailer used, November 2019
                                                                                                                                                                                                                                                                                      • One-third of in-store shoppers have also bought at Amazon
                                                                                                                                                                                                                                                                                        • Figure 85: Italy: where they shop for electricals, by channel used to buy electricals, November 2019
                                                                                                                                                                                                                                                                                      • Media World is most reliant on shoppers who only buy in-store
                                                                                                                                                                                                                                                                                        • Figure 86: Italy: Where they shop for electricals (leading retailers), by channel used, November 2019
                                                                                                                                                                                                                                                                                      • Attitudes to shopping for electricals
                                                                                                                                                                                                                                                                                          • Figure 87: Italy: attitudes to shopping for electricals, November 2019
                                                                                                                                                                                                                                                                                        • Attitudes to shopping for electricals by channels used
                                                                                                                                                                                                                                                                                          • Figure 88: Italy: attitudes to shopping for electricals, by channels used, November 2019
                                                                                                                                                                                                                                                                                        • Attitudes to shopping by retailer used
                                                                                                                                                                                                                                                                                          • Figure 89: Italy: attitudes to shopping for electricals, by where they shop (leading retailers) for electricals, November 2019
                                                                                                                                                                                                                                                                                        • Appendix – Data sources, abbreviations and supporting information
                                                                                                                                                                                                                                                                                          • Abbreviations
                                                                                                                                                                                                                                                                                            • Data sources
                                                                                                                                                                                                                                                                                            • Spain

                                                                                                                                                                                                                                                                                              • Overview
                                                                                                                                                                                                                                                                                                • What you need to know
                                                                                                                                                                                                                                                                                                  • Areas covered in this report
                                                                                                                                                                                                                                                                                                    • Executive Summary
                                                                                                                                                                                                                                                                                                      • The market
                                                                                                                                                                                                                                                                                                        • Consumer spending
                                                                                                                                                                                                                                                                                                          • Figure 90: Spain: Consumer spending on electrical items (including VAT), 2013-19
                                                                                                                                                                                                                                                                                                        • Sector size and forecast
                                                                                                                                                                                                                                                                                                          • Figure 91: Spain: IT and telecoms equipment specialists’ sales, excluding VAT, 2013-19
                                                                                                                                                                                                                                                                                                        • Channels of distribution
                                                                                                                                                                                                                                                                                                          • Figure 92: Spain: Estimated distribution of spending on electrical goods by channel, 2019
                                                                                                                                                                                                                                                                                                        • Companies and brands
                                                                                                                                                                                                                                                                                                          • Key metrics
                                                                                                                                                                                                                                                                                                            • Market shares
                                                                                                                                                                                                                                                                                                              • Figure 93: Spain: Leading electrical specialists’ shares of spending on electricals, 2019
                                                                                                                                                                                                                                                                                                            • Online
                                                                                                                                                                                                                                                                                                              • The consumer
                                                                                                                                                                                                                                                                                                                • What they buy
                                                                                                                                                                                                                                                                                                                  • Figure 94: Spain: Electrical products bought in the last 12 months, November 2019
                                                                                                                                                                                                                                                                                                                • How they shop
                                                                                                                                                                                                                                                                                                                  • Figure 95: Spain: Usage of stores vs online when buying electrical/electronic products, November 2019
                                                                                                                                                                                                                                                                                                                • Where they shop
                                                                                                                                                                                                                                                                                                                  • Figure 96: Spain: Where they shop for electricals, November 2019
                                                                                                                                                                                                                                                                                                                • Attitudes to shopping for electrical goods
                                                                                                                                                                                                                                                                                                                  • Figure 97: Spain: Attitudes to shopping for electrical/electronic goods, November 2019
                                                                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                                                                  • Issues and insights
                                                                                                                                                                                                                                                                                                                    • Investing in stores remains key
                                                                                                                                                                                                                                                                                                                      • The facts
                                                                                                                                                                                                                                                                                                                        • The implications
                                                                                                                                                                                                                                                                                                                          • Offering credit and free extras as an alternative to discounting
                                                                                                                                                                                                                                                                                                                            • The facts
                                                                                                                                                                                                                                                                                                                              • The implications
                                                                                                                                                                                                                                                                                                                                • The market – What you need to know
                                                                                                                                                                                                                                                                                                                                  • Spending growth slows as consumers remain cautious
                                                                                                                                                                                                                                                                                                                                    • Specialists’ sales showing signs of recovery
                                                                                                                                                                                                                                                                                                                                      • Specialists continue to lose share to online shopping
                                                                                                                                                                                                                                                                                                                                        • Consumer spending
                                                                                                                                                                                                                                                                                                                                          • Economic growth persists in spite of slowdown
                                                                                                                                                                                                                                                                                                                                            • Spending on electricals continues to grow
                                                                                                                                                                                                                                                                                                                                              • Figure 98: Spain: Consumer spending on electrical items (including VAT), 2014-19
                                                                                                                                                                                                                                                                                                                                            • Sector size and forecast
                                                                                                                                                                                                                                                                                                                                              • Specialists’ sales expected to continue to decrease
                                                                                                                                                                                                                                                                                                                                                • Figure 99: Spain: IT and telecoms specialists, sales excluding VAT, 2015-19
                                                                                                                                                                                                                                                                                                                                                • Figure 100: Spain: IT and telecoms specialists, forecast sales excluding VAT, 2020-24
                                                                                                                                                                                                                                                                                                                                              • Inflation
                                                                                                                                                                                                                                                                                                                                                • Figure 101: Spain: Consumer prices, annual % change, 2013-19
                                                                                                                                                                                                                                                                                                                                                • Figure 102: Spain: Consumer price inflation on electrical items (HICP*), annual % change, January 2018-December 2019
                                                                                                                                                                                                                                                                                                                                              • Channels of distribution
                                                                                                                                                                                                                                                                                                                                                • Specialists continue to lose share to online shopping
                                                                                                                                                                                                                                                                                                                                                  • Figure 103: Spain: Estimated distribution of spending on electrical goods by channel, 2017-19
                                                                                                                                                                                                                                                                                                                                                  • Figure 104: Spain: Estimated distribution of spending on electrical goods by channel, 2019
                                                                                                                                                                                                                                                                                                                                                • Companies and brands – What you need to know
                                                                                                                                                                                                                                                                                                                                                  • Leader MediaMarkt stabilises sales growth
                                                                                                                                                                                                                                                                                                                                                    • Fnac growth slows further in face of sluggish consumption
                                                                                                                                                                                                                                                                                                                                                      • Worten grows in spite of reduced store estate
                                                                                                                                                                                                                                                                                                                                                        • Market concentration decreases over the past five years
                                                                                                                                                                                                                                                                                                                                                          • Electricals is one of the most developed online markets in Spain
                                                                                                                                                                                                                                                                                                                                                            • Leading players
                                                                                                                                                                                                                                                                                                                                                              • MediaMarkt stabilises growth in sales
                                                                                                                                                                                                                                                                                                                                                                • Fnac growth slows further in face of sluggish consumption
                                                                                                                                                                                                                                                                                                                                                                  • Worten grows in spite of reduced store estate
                                                                                                                                                                                                                                                                                                                                                                    • Figure 105: Spain: Leading electrical specialists, sales, 2015-19
                                                                                                                                                                                                                                                                                                                                                                    • Figure 106: Spain: Leading electrical specialists, outlets, 2015-19
                                                                                                                                                                                                                                                                                                                                                                    • Figure 107: Spain: Leading electrical specialists, sales per outlet, 2015-19
                                                                                                                                                                                                                                                                                                                                                                  • Market shares
                                                                                                                                                                                                                                                                                                                                                                    • Market concentration increases slightly in 2019
                                                                                                                                                                                                                                                                                                                                                                      • Figure 108: Spain: Leading electrical specialists’ shares of spending on electrical items, 2015-19
                                                                                                                                                                                                                                                                                                                                                                    • Online
                                                                                                                                                                                                                                                                                                                                                                      • Online activity
                                                                                                                                                                                                                                                                                                                                                                        • Figure 109: Spain: Broadband penetration as % of all households, 2008-19
                                                                                                                                                                                                                                                                                                                                                                        • Figure 110: Spain: Online purchasing in the past 12 months compared to other major European economies, 2008-19
                                                                                                                                                                                                                                                                                                                                                                      • Shopping online
                                                                                                                                                                                                                                                                                                                                                                        • Figure 111: Spain: Proportion of people buying electrical items online in the last 12 months, 2008-19
                                                                                                                                                                                                                                                                                                                                                                      • Online sales
                                                                                                                                                                                                                                                                                                                                                                        • Figure 112: Spain: Estimated online sales by product category, 2018
                                                                                                                                                                                                                                                                                                                                                                      • Leading online players
                                                                                                                                                                                                                                                                                                                                                                        • Figure 113: Spain: Estimated sales of electricals online by leading retailers, 2015-19
                                                                                                                                                                                                                                                                                                                                                                      • The consumer – What you need to know
                                                                                                                                                                                                                                                                                                                                                                        • Nearly nine in ten people bought electrical goods in the past year
                                                                                                                                                                                                                                                                                                                                                                          • Spanish still prefer to shop in-store
                                                                                                                                                                                                                                                                                                                                                                            • MediaMarkt maintains high appeal among younger consumers
                                                                                                                                                                                                                                                                                                                                                                              • Spanish happy to wait for a bargain
                                                                                                                                                                                                                                                                                                                                                                                • What they buy
                                                                                                                                                                                                                                                                                                                                                                                  • Proportion of those who bought electrical goods continues to rise
                                                                                                                                                                                                                                                                                                                                                                                    • Figure 114: Spain: Electrical products purchased in the last 12 months, November 2019
                                                                                                                                                                                                                                                                                                                                                                                  • Men remain the main buyers of electrical goods
                                                                                                                                                                                                                                                                                                                                                                                    • Figure 115: Spain: Electrical products purchased in the last 12 months, by gender, November 2019
                                                                                                                                                                                                                                                                                                                                                                                  • Young consumers lead in purchasing mobiles, computers and video games
                                                                                                                                                                                                                                                                                                                                                                                    • Figure 116: Spain: Electrical products purchased in the last 12 months, by age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                  • How they shop – Online and in-store
                                                                                                                                                                                                                                                                                                                                                                                    • Stores remain the preferred place to shop
                                                                                                                                                                                                                                                                                                                                                                                      • Figure 117: Spain: Channels used to buy electrical goods in the last 12 months, November 2019
                                                                                                                                                                                                                                                                                                                                                                                    • Men and younger buyers favour online, women and older buyers in-store
                                                                                                                                                                                                                                                                                                                                                                                      • Figure 118: Spain: Usage of stores vs online when buying electrical/electronic products, by gender and age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                    • Where they shop
                                                                                                                                                                                                                                                                                                                                                                                      • MediaMarkt continues to lead the market, followed closely by Amazon
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 119: Spain: Where they shop for electricals, November 2019
                                                                                                                                                                                                                                                                                                                                                                                      • MediaMarkt, Amazon, Fnac and Apple are most popular among younger buyers
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 120: Spain: Where they shop for electricals, by age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                      • How they shop by retailer used
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 121: Spain: Where they shop for electricals, by channel used, November 2019
                                                                                                                                                                                                                                                                                                                                                                                      • MediaMarkt continues to rely more on in-store only shoppers
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 122: Spain: Where they shop for electricals (leading specialists only), by channel used, November 2019
                                                                                                                                                                                                                                                                                                                                                                                      • Attitudes to shopping for electricals
                                                                                                                                                                                                                                                                                                                                                                                        • In-store experience remains key and discounting culture offer opportunities
                                                                                                                                                                                                                                                                                                                                                                                          • Figure 123: Spain: Attitudes to shopping for electrical/electronic goods, November 2019
                                                                                                                                                                                                                                                                                                                                                                                        • Attitudes to shopping by retailer used
                                                                                                                                                                                                                                                                                                                                                                                          • Figure 124: Spain: Attitudes to buying electrical/electronic goods, by where they shop (specialists), November 2019
                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – Data sources, abbreviations and supporting information
                                                                                                                                                                                                                                                                                                                                                                                          • Abbreviations
                                                                                                                                                                                                                                                                                                                                                                                            • Data sources
                                                                                                                                                                                                                                                                                                                                                                                            • UK

                                                                                                                                                                                                                                                                                                                                                                                              • Overview
                                                                                                                                                                                                                                                                                                                                                                                                • What you need to know
                                                                                                                                                                                                                                                                                                                                                                                                  • Products covered in this report
                                                                                                                                                                                                                                                                                                                                                                                                    • Executive Summary
                                                                                                                                                                                                                                                                                                                                                                                                      • The market
                                                                                                                                                                                                                                                                                                                                                                                                        • Spending continues to grow across electricals
                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 125: Consumer spending on all electrical products: market size and forecast (including VAT), 2014-2024
                                                                                                                                                                                                                                                                                                                                                                                                        • Specialists’ share falls again amid the rise of online pure play
                                                                                                                                                                                                                                                                                                                                                                                                          • Online-only boosts share as specialists and grocers slip
                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 126: Estimated distribution of spending on electrical goods, 2018 and 2019
                                                                                                                                                                                                                                                                                                                                                                                                          • Companies and brands
                                                                                                                                                                                                                                                                                                                                                                                                            • Dixons Carphone hit by struggling mobile sales as Amazon continues its charge
                                                                                                                                                                                                                                                                                                                                                                                                              • Dixons Carphone loses share as online makes gains
                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 127: Estimated market shares of the leading specialist and non-specialist retailers of electrical goods, 2019
                                                                                                                                                                                                                                                                                                                                                                                                              • Online grows its share of total spending
                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 128: Leading online retailers’ estimated share of online spending on electrical goods, 2019
                                                                                                                                                                                                                                                                                                                                                                                                              • The consumer
                                                                                                                                                                                                                                                                                                                                                                                                                • Nearly three quarters of buyers purchased electricals online in 2019
                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 129: How consumers purchased electrical goods, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                • Mobile purchasing is on the rise
                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 130: How consumers purchased electrical goods Online, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                • Online-only top consumer choice of retailer
                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 131: Retailers used to purchase electrical goods in the last 12 months, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                • The need for stores is falling among some younger consumers
                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 132: Attitudes towards electrical goods, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                • How stores can re-engage younger consumers
                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 133: Behaviours in the electrical goods market, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                • Electricals lead Black Friday sales, but room for further growth
                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 134: Electricals purchased during Black Friday 2018 and 2019, December 2018 and 2019
                                                                                                                                                                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                  • Issues and Insights
                                                                                                                                                                                                                                                                                                                                                                                                                    • An untapped opportunity: Black Friday electrical sales among women
                                                                                                                                                                                                                                                                                                                                                                                                                      • The facts
                                                                                                                                                                                                                                                                                                                                                                                                                        • The implications
                                                                                                                                                                                                                                                                                                                                                                                                                          • The opportunity for retailers to collaborate with YouTubers
                                                                                                                                                                                                                                                                                                                                                                                                                            • The facts
                                                                                                                                                                                                                                                                                                                                                                                                                              • The implications
                                                                                                                                                                                                                                                                                                                                                                                                                                • The Market – What You Need to Know
                                                                                                                                                                                                                                                                                                                                                                                                                                  • Spending continues to grow across electricals
                                                                                                                                                                                                                                                                                                                                                                                                                                    • Headline inflation hits a three-year low
                                                                                                                                                                                                                                                                                                                                                                                                                                      • Specialists’ share falls again amid the rise of online pure play
                                                                                                                                                                                                                                                                                                                                                                                                                                        • Online-only boosts share as specialists and grocers slip
                                                                                                                                                                                                                                                                                                                                                                                                                                          • Market Size and Forecast
                                                                                                                                                                                                                                                                                                                                                                                                                                            • Consumer spending on electricals picks up in 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 135: Consumer spending on all electrical products: market size and forecast (including VAT), 2014-2024
                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 136: Consumer spending on all electrical products: market size and forecast (including VAT), in current and constant prices, 2014-2024
                                                                                                                                                                                                                                                                                                                                                                                                                                              • Segment forecasts
                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 137: Core electrical goods segments as a percentage of the total market, 2014-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                • Household appliances continue to grow
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 138: Household appliances: segment size and forecast (including VAT), 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 139: Household appliances: segment size and forecast (including VAT), at current and constant prices, 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Computing and telecoms recover momentum
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 140: Computing and telecoms goods: segment size and forecast (including VAT), 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 141: Computing and telecoms goods: segment size and forecast (including VAT), at current and constant prices, 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Audio-visual and photographic goods return to growth
                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 142: Audio-visual and photographic goods: segment size and forecast (including VAT), 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 143: Audio-visual and photographic goods: segment size and forecast (including VAT), in current and constant prices, 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Personal care appliances the strongest driver in 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Forecast methodology
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 144: Personal care appliances: segment size and forecast (including VAT), 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 145: Personal care appliances: segment size and forecast (including VAT), at current and constant prices, 2014-24
                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Market Drivers
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Household appliances enjoy a bumper end of year
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 146: Annual % change in all retail sales, electrical household appliance specialists and computers & telecoms equipment specialists, non-seasonally adjusted value series, January 2018 - December 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Electricals volume sales vary widely over past two years
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 147: Annual % change in all retail sales, electrical household appliance specialists and computers & telecoms equipment specialists, non-seasonally adjusted volume series, January 2018 - December 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Headline inflation hits a three-year low
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 148: Price Inflation: Annual % rate of change in core electrical categories, by month, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • The return of real wage growth
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 149: Great Britain average weekly earnings annual growth rate, total pay (real), May 2014-July 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Consumers continue to take on credit
                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 150: Monthly consumer credit gross lending (excluding student loans), August 2017-October 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Housing transactions look to pick up following a quiet summer …
                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 151: Number of property residential transactions with a value of over £40,000 completed in the UK, October 2017-October 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • … but have cooled down in recent years
                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 152: Number of property residential transactions with a value of over £40,000 completed in the UK, Financial year 2005/06-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • A rising proportion of homeowners in England
                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 153: English households, by tenure, 2012-18
                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Specialist Sector Size
                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Specialist market share falls for a third year
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 154: Electrical goods specialists’ sector sales (including VAT), 2014-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 155: Electrical goods specialists’ sector sales (including and excluding VAT), 2015-2020
                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Black Friday displaces demand from the specialist sector
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 156: Average weekly retail sales in the electrical household appliance specialists and computers and telecommunications specialists categories, Jan 2018-Dec 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Specialist sector contracts, but the appeal of stores remains
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 157: Electrical specialists’ enterprise numbers, 2008-2018
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 158: Electrical specialists’ number of retail outlets, 2014-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Channels of Distribution
                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Online-only boosts share as specialists and grocers slip
                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 159: Estimated distribution of spending on electrical goods, 2018 and 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • The Consumer – What You Need to Know
                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Nearly three quarters of buyers purchased electricals online in 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Mobile purchasing is on the rise
                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Online-only top consumer choice in retailer
                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • The need for stores is falling among some younger consumers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • How stores can re-engage younger consumers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Electricals lead Black Friday sales, but there’s an opportunity to boost sales among women
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Electricals Purchased
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 160: Types of electrical products purchased in the past 12 months, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Changes in purchasing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 161: Types of electrical products purchased in the past 12 months, November 2017-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Repertoire of products purchased in the last year
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 162: Repertoire of products purchased in the past 12 months, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • How Consumers Purchased Electrical Goods
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Online grows its share further
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • As pressure on in-store ramps up
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 163: How consumers purchased electrical goods, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 164: How consumers purchased electrical goods, November 2017-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • In-store retailers can do more to appeal to less affluent consumers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 165: How consumers purchased electrical goods, by socio-economic group, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Bringing price and convenience in-store
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • How Consumers Purchased Electrical Goods Online
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 166: How consumers purchased electrical goods online, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Smartphones challenge laptop/desktops among younger shoppers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 167: How consumers purchased electrical goods online, by age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Websites lead apps in mobile purchasing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 168: How consumers purchased electrical goods via smartphone tablet, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • What can retailers do to encourage the use of mobile apps?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • YouTube could become an essential platform for mobile purchasing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 169: Platforms where people have seen influencer content that prompted purchases/activities, April 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Retailers Used
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Online pure players take the top spot
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 170: Types of retailers used to purchase electrical goods in-store/online in the last 12 months, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Amazon leads the way
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 171: Retailers used to purchase electrical goods in the last 12 months, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Online Retailers Used
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Amazon maintains its lead, but multichannel models prove fruitful
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 172: Online retailers used, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Online grocers can learn from the mass appeal of Amazon and Argos
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 173: Online retailers used, by age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • In-store Retailers Used
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Electrical specialists top in-store purchasing, led by Dixons Carphone
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 174: In-store retailers used, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Online buyers shop around
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 175: Repertoire of retailers used to purchase electrical goods in the past year, by In-store and online, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Attitudes towards Electrical Goods Purchasing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Consumers go online for price comparison
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Multichannel retailers need to press their superior convenience
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 176: Attitudes towards electrical goods, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • But the need for a store is falling among some younger consumers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 177: Attitudes towards electrical goods, by age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • What more can stores do?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 178: Agreement with the statement 'shopping in stores with more services would be appealing', by age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Behaviours in the Electrical Goods Market
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • The in-store experience is more important than ever
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Store staff need to keep shoppers engaged throughout the purchasing journey
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 179: Behaviours in the electrical goods market, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • In-store innovations to cater to younger consumer demand
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Figure 180: Behaviours in the electrical goods market, by age, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Augmented reality technologies could challenge the role of the store
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Black Friday 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Two fifths of consumers made a purchase during Black Friday
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 181: Methods of purchasing items during Black Friday 2019, December 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Electricals are the most popular Black Friday purchase
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 182: Electricals purchased during Black Friday 2018 and 2019, December 2018 and 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Household electrical appliances enjoy mass appeal …
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • … but total demand was spearheaded by men
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 183: Electricals purchased during Black Friday 2019, by age and gender, December 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Men were more likely to impulse buy and treat themselves during Black Friday
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 184: Black Friday purchases 2019, by product category, by gender, December 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • An untapped opportunity: Black Friday electrical sales among women
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 185: Memorable elements in advertising campaigns, October 2018
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Black Friday sees impulse buying, but also displaces demand
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 186: Attitudes towards Black Friday 2019, December 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Companies and Brands – What You Need to Know
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Dixons Carphone headline growth hit by struggling mobile sales
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Amazon continues its charge into electricals
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Dixons Carphone loses share as online makes gains
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Online grows its share of total spending
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • John Lewis: a well-regarded brand worth paying more for
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Retailers strive to integrate online and offline channels
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Dixons Carphone heads up adspend, but total expenditure fell in 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Leading Specialists
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Dixons Carphone hit by struggling mobile sales …
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • ... but other specialists see continued growth
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 187: Leading specialist retailers of electrical goods: total net revenues; 2014/15-2019/20
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 188: Leading specialists, CAGR of net revenues, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Outlet numbers fall as specialists look to balance on-and-offline channels
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 189: Leading specialists, outlet numbers, 2014/15-2019/20
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Annual sales per outlet
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 190: Leading specialists, annual sales per outlet, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • The repositioning of multichannel specialists has squeezed margins
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 191: Leading specialists, annual operating profits, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 192: Leading specialists, annual operating margins, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Sales area and sales densities
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 193: Leading specialists, estimated sales area, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 194: Leading specialists, sales per square metre, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Leading Non-specialists
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Amazon tops the sector as non-specialists make gains
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 195: Leading non-specialist retailers’ estimated sales of electronic goods (excluding VAT), 2014-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 196: Leading non-specialist retailers, CAGR in estimated electrical goods sales, 2014-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 197: Estimated Amazon and eBay total GTV/GMV electrical sales, 2015-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Non-specialists boost store numbers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 198: Leading non-specialist retailers of electrical goods, outlet numbers, 2014-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Market Share
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Dixons Carphone loses share as online makes gains
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 199: Estimated market shares of the leading specialist and non-specialist retailers of electrical goods, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 200: Estimated market shares of the leading specialist and non-specialist retailers of electrical goods, 2017-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Mobile Phone Specialists
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • The market
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Phone payment options
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 201: Value of mobile network connections, 2014-2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 202: Type of mobile phone contract, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • EE and O2 share top billing, but Sky Mobile makes gains
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 203: Mobile phone network provider, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Estimated store numbers and the big four network providers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 204: Estimated store numbers of the big four network providers, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Leading network providers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 205: Leading network providers, financials, 2015-2018
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Carphone Warehouse
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 206: Dixons Carphone interim 2019/20 financial results, by trading segment, October 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 207: Dixons Carphone: key metrics, 2017/18-2019/20
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Online
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Online grows its share of total spending
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 208: Estimated online sales of electrical goods (including VAT), 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 209: How consumers purchased electrical goods, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Amazon nears a third of total online sales
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 210: Leading online retailers’ estimated share of online spending on electrical goods, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Space Allocation Summary
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 211: Leading electricals retailers, summary space allocation estimates, January 2020
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Detailed space allocation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 212: Currys PC World Gaming Zone, Leyton, January 2020
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 213: Leading electricals retailers, detailed space allocation estimates, January 2020
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Electrical departments in non-specialists
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 214: Non-specialists: Estimated electricals space as a percentage of total floor space, January 2020
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Retail Product Mix
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Space allocation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Sales density
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Sales by broad product category
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Market shares
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 215: UK Electricals retailers, space allocation, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 216: Leading electricals retailers, electrical space, 2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 217: Leading electricals retailers, estimated sales densities by broad product area, 2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 218: Leading electricals retailers, estimated sales by broad product area, 2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 219: Leading electricals retailers, estimated market share by broad product area, 2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Launch Activity and Innovation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Currys PC World using webcam tech to offer in-store experience to online customers
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • AO fridge plastics recycling plant
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Try before you buy augmented reality experiences
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 220: Dixons Carphone Point & Place Augmented-Reality website feature, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Experiential store concepts
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • AO partners with Surfly to make online shopping easier
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Disrupting the B2B market
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Hughes Electrical’s new ‘outlet’ concept store
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Meeting the demand for second-hand electronics
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Failed bricks-and-mortar business relaunches as an online-only brand
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Travel kiosk format offering speed and convenience
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Advertising and Marketing Activity
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Total advertising spend down 12.7% year-on-year in 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 221: Recorded above-the-line, online display and direct mail total advertising expenditure by UK retail advertisers of electrical products, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • DSG Retail is the sector’s biggest advertising spender
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 222: Leading UK retail advertisers of electrical products: recorded above-the-line, online display and direct mail total advertising expenditure, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Majority of advertising spend channelled through TV
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Figure 223: Recorded above-the-line, online display and direct mail total advertising expenditure by UK retail advertisers of electrical products, by media type, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Nielsen Ad Intel coverage
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Brand Research
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • What you need to know
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Brand map
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 224: Attitudes towards and usage of selected brands, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Key brand metrics
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 225: Key metrics for selected brands, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Brand attitudes: Amazon provides great online service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 226: Attitudes, by brand, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Brand personality: Argos accessible, John Lewis ethically-minded
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 227: Brand personality – macro image, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Stylish John Lewis, aspirational Apple
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 228: Brand personality – micro image, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Brand analysis
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Amazon: An excellent experience and highly recommended by those that have used it
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 229: User profile of Amazon, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • John Lewis: Worth paying more for
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 230: User profile of John Lewis, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Argos: High brand awareness and good value for money
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 231: User profile of Argos, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • AO.com: Low brand awareness and usage, but users highly recommended it
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 232: User profile of ao.com, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Apple Store: Innovative and exclusive, but expensive
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 233: User profile of Apple Store, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Currys PC World: Accessible, but could do more to differentiate itself from the competition
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 234: User profile of Currys PC World, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Carphone Warehouse: Ranks lowest for trustworthiness and innovativeness
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 235: User profile of Carphone Warehouse, November 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – Data Sources, Abbreviations and Supporting Information
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Data sources
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Financial definitions
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Sales per store, sales per square metre
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Exchange rates
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Abbreviations
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Consumer research methodology
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Brand research
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – Market Size and Forecast
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Forecast methodology
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Market size definitions
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Specialist sector size
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Amazon

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Prime: the glue keeping the consumer facing business units together
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Consumer electronics: half of UK households have an Amazon device
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Retail: Will Marketplace become a problem child?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 236: Amazon: sales by activity, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Mintel estimates
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 237: Amazon.com Group: Group financial performance, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 238: Amazon International: estimated retail sales performance, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Sales of electrical goods
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Figure 239: Amazon Europe: estimated sale of electrical products, 2019
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Product mix
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Figure 240: Amazon UK: estimated sales by product, 2018
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • AO World PLC

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Scaling back European operations on the back of mounting losses
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • White goods rental service targeting cash-squeezed consumers and ‘Generation Rent’
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • New strategic partnership with Vodafone
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Partners with Surfly to make online website navigation easier
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Augmented reality lessening the risk of the wrong purchasing decision
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Addressing pollution concerns
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Dedicated B2B division having an immediate impact on sales growth
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Leveraging logistical expertise to deliver third-party online orders
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 241: AO World Plc: Group financial performance, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Apple Retail (Europe)

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Focusing on growing services revenue as device sales struggle
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Tweaking the store environment and ironing out common frustrations
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Launches a credit card
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 242: Apple Retail (Europe): Estimated group financial performance, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 243: Apple Retail (Europe): outlet data, number of stores, 2014/15-2019/20
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 244: Apple Retail UK and Germany: outlet data, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Ceconomy (MediaMarkt/Saturn)

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Sharpening the focus of the business
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Role of stores is changing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Online wobbles towards the end of 2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Where now?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 245: MediaMarkt/Saturn: Group financial performance, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 246: MediaMarkt/Saturn: Outlet data, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Conrad Electronic

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Time-saving and convenient automated shopping service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Humanoid robot delivering a unique shop experience
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • New digital approach to marketing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Expanded B2B online marketplace offering generating additional sales
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 247: Conrad Electronic (Germany): Group financial performance, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 248: Conrad Electronic (Germany): Outlet data, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Dixons Carphone (Europe)

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Elkjøp new megastore concept
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Augmented reality experience to help shoppers choose the right product
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Extended preferred payment options
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Gigantti loyalty scheme strengthens customer engagement
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • The time is ripe for cash-free stores
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Travel kiosk format offers on-the-go consumers a faster and more convenient shopping experience
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 249: Dixons Carphone: Group financial performance, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Figure 250: Dixons Carphone: Outlet data, 2014/15-2018/19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • E-Square

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Key figures
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Members
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Figure 251: E-Square: membership, 2020
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Fnac Darty

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Online looking good and still growing
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Services offer scope to develop other revenue streams
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Sustainability is being put at the core of the company’s activities
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Partnerships boost knowledge and improve buying power
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Cross-banner developments
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Ticketing not core enough?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Where now?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 252: Fnac Darty : Group sales performance, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Figure 253: Fnac Darty : Outlet data, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • HTM Group

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • Deployment of smaller shop-in-shops
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Ironing out in-store customer pain points
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Market leadership aspirations in Belgium and Luxembourg
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Expanded payment options to reach out to a wider audience
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Eco-friendly ink cartridge refill service reducing single-use plastic waste
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Company background
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Company performance
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 254: HTM Group: Estimated sales performance, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 255: HTM Group: Outlet data, 2015-19
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • The European Buying Groups

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            • What we think
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              • Growth at group level
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                • Store numbers falling
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  • Online is difficult for voluntary groups
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    • Can customer service offset higher prices ?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Looking ahead…
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Sales
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 256: Euronics and Expert: Selected countries, sales performance, 2014-18
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        • Stores
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 257: Euronics and Expert: Selected countries, store numbers, 2014-18
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          • Figure 258: Euronics and Expert: countries of operation with local websites, 2020

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      This market report provides in-depth analysis and insight supported by a range of data. At the same time, introductory and top-level content is provided to give you an overview of the issues covered.

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                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      • Brand/Company

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        Mintel provides overviews of the top brands and manufacturers, and uses consumer research to explore attitudes and reactions to brands, as well as insight into what will resonate with consumers.

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