Marks and Spencer 2010 Annual Report Download - page 3

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Where we sell International How we do business Plan A
Over the past three years, our eco and ethical plan, Plan A,
has helped us reduce our environmental impact, develop
new sustainable products and services and improve the lives
of people in our local communities. This year we extended
our plan to involve all our customers and employees and to
set ourselves the ambitious goal of becoming the world’s
most sustainable major retailer by 2015.
How we sell Multi-channel Page 28
Page 36
About M&S Marks & Spencer is one of the UK’s leading retailers with over 21 million customers
visiting our stores every week. We sell high quality, great value clothing and home products and
outstanding quality food. We source our products responsibly from 2,000 suppliers around the
world. Over 76,000 people work for M&S both in the UK and in 41 territories overseas, where we
have a growing international business.
Our core values of Quality, Value, Service, Innovation and Trust are as important to us today
as they were when M&S was founded over 125 years ago.
Customers shop with M&S in many ways – in stores, online or over the phone. Our aim is that
everyone receives the same consistently high level of service from purchase through to delivery.
International £949m sales (+5.7%)*
With a portfolio of over 320 owned and franchised stores
in 41 territories we continue to grow our International
business. Our mix of ownership models and countries
enabled us to perform well over the past year even when
individual markets were weak.
What we sell Our core UK business
General Merchandise £4.1bn sales (+4.0%)*
With more than 1 in 10 clothing items bought from M&S,
we remain the UK’s largest clothing retailer and the first
choice for stylish, great value clothes for the whole family.
We lead the market in womenswear, lingerie and menswear
and have an expanding kidswear and home business.
With an annual turnover of £8.4bn*, our UK business has a broadly even
split between General Merchandise (clothing and home) and Food.
Market share (value)
11.0%
Market share (volume)
11.2%
Source: Kantar Worldpanel
Market share
3.8%
Source: Kantar Worldpanel
Food £4.3bn sales (+1.8%)*
We are the UK’s leading provider of high quality food,
selling everything from fresh produce and groceries,
to partly-prepared meals and ready meals and an
award winning range of wines. Underpinning this is
our commitment to healthy eating, ethical sourcing
and innovation.
M&S Direct £413m sales (+27%)*
M&S Direct is key to improving customer convenience and
service including via our website and our newly launched
‘Shop Your Way’ facility. We are on target to achieve
£500m in sales by 2010/11.
M&S Direct:
E-commerce website
Home catalogue
Flowers & wine delivery
Hampers
Food to Order
lunchtogo
Our UK stores
We have 690 stores across the UK – in a wide range of
convenient locations – from high streets to retail parks,
train stations to airports. Over the past four years we have
transformed these stores into bright and contemporary
destinations with a range of hospitality options.
690 UK stores:
10 Premiere
42 Major
242 High Street
46 Outlets
156 Simply Food wholly-owned
194 Simply Food franchises
Page 16
Page 32
*52 weeks.