Marks and Spencer 2013 Annual Report Download - page 12

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Multi-channel
Online sales
More people than ever
chose the convenience of
shopping with us online.
Improved navigation,
greater choice and
exclusive ranges and
offers boosted online sales
by 16.6% this year.
Our aim is to make M&S a truly international, multi-channel retailer
– accessible to even more customers around the world. We have
created considerable momentum through a wide range of
activities and are making good progress.
Focus on the UK
International
Plan A
Trusted food
In a year when trust
was more important than
ever, customers turned
to M&S for great quality,
responsibly sourced food.
Our innovation kept them
coming back – with over
1,900 new lines launched
this year.
Cheshire Oaks
Every aspect of the new M&S
format comes together at our
new store. Showcasing all
our products in a visually
stunning environment, the
store boasts impeccable
green credentials and
has performed well
ahead of plan
since launch.
Our plan in action
Clic & Shop
livraison gratuite en magasin
En magasin En ligne Via mobile
54%
Free next day delivery
Shop Your Way orders
increased this year, after we
introduced free next day
delivery to our stores. 54%
of orders are now collected
or placed in a store.
Multi-channel expansion
We are building our
European presence through
a ‘clicks & bricks’ approach.
Complementing our French
website, we launched
Shop Your Way at our two
Paris stores. We have two
additional full line stores
due to open in 2013.
New stores
M&S has a clear and targeted strategy
for international growth. We continue
to expand in key locations across
our priority markets, employing a
mix of ownership models including
partnerships and franchises.
Read more on page 16
Read more on page 26
Read more on page 28
Read more on page 32
45new
stores
CO2 neutral
We were proud to retain
our status as a certified
CarbonNeutral® company
across our operations in the
UK and Republic of Ireland.
We are actively developing
programmes aimed at
encouraging our suppliers
to reduce their greenhouse
gas emissions. 45%
Plan A products
45% of our products now have a
Plan A quality – such as Fairtrade,
organic or made from recycled
material. We’re making good progress
against our target of making this 50%
of products by 2015.
1, 9 0 0
Marks and Spencer Group plc Annual report and financial statements 2013 10Strategic review
Chief Executive’s overview