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E-Retail in the UK - Verdict Channel Report

E-Retail in the UK - Verdict Channel Report


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Executive Summary

E-Retail expenditure will surge to GBP56.7bn by 2019. However, major changes to the online customer decision journey are resulting in divergence in the market. Utilise additional data on social media, PUDO, click & collect, returns and the customer shopping journey to help understand the future of e-retail and where opportunities lie over the next five years.

Key Findings

Gain an understanding of the impact of click & collect, PUDO and returns to effectively target investment

Use the data, forecasts to 2019, and insight on the online sector to help form an effective growth strategy

Use consumer data to understand customer profiles and identify where the underpenetrated sectors are

Identify the threats as well as the opportunities to grow business in this channel by looking at the key issues

Take advantage of new technologies to improve your multichannel offer and enhance the shopper experience

Synopsis

While online growth from 2014e to 2019e is set to be slower than that of the previous five years, expenditure is increasing significantly faster than total retail. This will result in online spend as a proportion of total retail growing from just 7.1% in 2009 to 15.7% in 2019e, and we expect this to continue to grow.

Customers at the 10 most used shopping websites all pointed to the pre-purchase shopping experience being the biggest factor encouraging them to shop with that retailer again. At a total market level, 54.3% of shoppers pointed to the pre-purchase experience being key, compared to just 41.8% citing the post-purchase experience.

The forecast 81.9% growth in the click & collect market means that, in the five years to 2019, it will outperform the total online market by 36.4 percentage points. This growth partly reflects the greater number of retailers that will start offering this service, enabling them to make their offer more convenient for customers.

Reasons To Buy

How is click & collect impacting on the online model and how can I my business take advantage of this?

Which customers present the most opportunities for growth going forward and what sectors will outperform/underperform?

What are the factors that will impede or maximise future growth opportunities online?

1 Overview

2 Key Findings

2.1 Online growth slows, but remains far ahead of total retail

2.2 Over a third of UK shoppers spending more online than last year

2.3 Shopping population reaching maturity

2.4 Higher value purchases will boost spend per head

2.5 Click & collect to outperform the overall online market to 2020

2.6 PUDO market to exceed GBP280m in 2015

2.7 Returns set to increase by 61% over next five years

2.8 Over 50% of online shoppers use more than one device to make online purchases

3 Market Summary and Forecast

3.1 Online expenditure

3.1.1 Online growth slows, but remains far ahead of total retail

3.1.2 Over a third of UK shoppers spending more online than last year

3.2 Retail events bring online to the fore

3.2.1 Promotional events such as Black Friday drove online sales during the holiday season

3.2.2 Retailers' fulfilment capabilities pushed to capacity

3.2.3 Few retailers yet to launch online, but Primark could make an impact

3.2.4 Clothing & footwear and electricals to account for 47.8% of online spend in 2015

3.3 Digital expenditure

3.4 Online shopping population

3.4.1 Online shopping population

3.4.2 Higher value purchases will boost spend per head

3.5 Online shopping by device

3.5.1 Expenditure via mobile devices exceeded 25% in 2014

3.5.2 Mobile spend half of tablet

3.5.3 Tablet penetration growth outpaced mobile phone penetration in 2014

4 Trends

4.1 Black Friday is here to stay

4.1.1 Not just a single day of promotions

4.1.2 Shoppers engaged with Black Friday

4.1.3 Boom is not great news for everyone

4.1.4 John Lewis loses enthusiasm for Black Friday

4.1.5 The tide is against retailers

4.1.6 Unprecedented volumes create a logistical nightmare

4.1.7 2015 promotional activity to be well thought-out

4.1.8 24 hour sales events to remain rare despite launch of Amazon Prime Day

4.2 Delivery: the battle ground for retailers

4.2.1 Delivery choice, clarity and certainty are vital

4.2.2 Home delivery still holds the most appeal

4.2.3 Is free click & collect unsustainable?

4.2.4 Same day click & collect services to become more common

4.2.5 Delivery savers: a missed opportunity

4.3 Mobile

4.3.1 Shoppers turn to mobiles for multiple shopping-related tasks

4.3.2 Male, young and affluent consumers dominate mobile use

4.3.3 Multi-device shopping overtakes desktop only

4.3.4 Mobile offers opportunities to enhance physical shopping

4.3.5 Mobile app best practices

4.4 Shoppable content

4.4.1 The rise of shoppable editorials

4.4.2 Shoppable content on social media platforms

4.4.3 Retailers must be strategic with the introduction of shoppable content

5 Online Customer Decision Journey

5.1 Pre-purchase

5.1.1 Drivers of purchasing

5.1.2 Slow returns seen as the downside of online shopping

5.1.3 Purchasing decisions happening faster

5.1.4 Social media impact on purchasing to grow with buy buttons

5.2 Purchasing location

5.2.1 Few shoppers purchasing on-the-go...

5.2.2 Retailers' investment in satisfying rising demands for convenience paying off

5.2.3 UK shoppers satisfied with online purchasing experience

6 Click & Collect

6.1 Market size

6.1.1 Click & collect to outperform the overall online market to 2020

6.1.2 Clothing & footwear will take a larger proportion of the click & collect market to 2020

6.1.3 Click & collect will remain insignificant in books

6.1.4 Click & collect will represent over 25% of all online clothing & footwear expenditure in next two years

6.1.5 After double-digit growth in 2014, click & collect growth in DIY & gardening will slow down to 2020

6.1.6 The launch of smaller format IKEA stores will boost click & collect in furniture & floorcoverings

6.1.7 Click & collect remains insignificant in food & grocery sector

6.1.8 Click & collect uptake remains low for health & beauty

6.1.9 Homewares click & collect growth driven by convenience

6.1.10 Click & collect is a tiny element of music & film online

6.1.11 Cost benefits ensure larger orders continue to dominate click & collect

6.2 Click & collect penetration

6.2.1 More shoppers using click & collect than ever before

6.2.2 Reserve & collect still has a wider reach among shoppers

6.3 Click & collect demographics

6.3.1 Gender gap widens

6.3.2 Penetration remains highest amongst 25-44 year olds

6.3.3 Mature shoppers embracing click & collect

6.4 Reasons for using click & collect

6.4.1 Avoiding delivery costs is the most important reason for click & collect adoption

6.4.2 Shoppers use click & collect to secure stock

6.4.3 Instore collection speed is crucial

6.4.4 Click & collect collection success factors

7 PUDO

7.1 Market size

7.1.1 Market to exceed GBP280m in 2015

7.1.2 PUDO penetration rises but remains lower than click & collect

7.1.3 Collect+ remains the go to provider in the market...

...but must grow network to fight off rivals 109

7.1.4 Expanding relationships with retailers to increase accessibility

7.1.5 Doddle revises store target down but remains one to watch

7.1.6 New DPD PUDO service launches

7.1.7 Clothing & footwear drives PUDO growth

7.2 PUDO demographics

7.3 PUDO penetration

8 Returns

8.1 Market size

8.1.1 Returns set to increase by 61% over next five years

8.1.2 Clothing dominates the returns market

8.2 Returns market size by delivery size

8.2.1 A third of clothing & footwear shoppers have returned goods

8.3 Method of return

8.4 Reason for return

8.4.1 More detail on product could reduce returns

9 Sector Analysis

9.1 Books

9.1.1 Outlook

9.1.2 Marginal growth in online books shopper numbers in the coming five years

9.1.3 Online spend per head rises 23.5%, equivalent of GBP12.52, in five years to 2020

9.1.4 More women buy books online than men, but males spend more

9.1.5 Little variation in penetration across age groups

9.1.6 Convenience and low prices key

9.1.7 Amazon continues to dominate the market

9.2 Clothing & footwear

9.2.1 Outlook

9.2.2 Amazon trumps the clothing specialists as the most bought from retailer

9.2.3 Online spend per head rises 47.2%, equivalent of GBP152.17, in five years to 2020

9.2.4 Retailers must get males spending more by driving the frequency of visits

9.2.5 Substantial rise in online uptake among 65+s and DEs

9.2.6 Retailers continue to invest in satisfying rising demands for convenience

9.3 DIY & gardening

9.3.1 Outlook

9.3.2 Online share of DIY & gardening to keep rising

9.3.3 Click & collect accounts for an increasing proportion of the sector...

...though DIY & gardening will decline as a proportion of total click & collect 150

9.3.4 PUDO grows but falls behind click & collect

9.3.5 Three in 10 online shoppers buy DIY & gardening

9.3.6 Spend per head growth continues to slow

9.3.7 Online DIY & gardening remains weighted toward male consumers

9.3.8 Female consumers are on the rise

9.3.9 Convenience and lower prices motivate DIY consumers to shop online

9.3.10 Amazon towers over the specialists on all devices

9.4 Electricals

9.4.1 Outlook

9.4.2 Half of all electricals expenditure to be online by 2020

9.4.3 Click & collect is now a basic expectation

9.4.4 Amazon remains the main driver behind PUDO growth

9.4.5 Penetration set to grow 3.3 percentage points from 2015 to 2020

9.4.6 Increasing confidence driving spend per head growth

9.4.7 Male shoppers dominate electricals expenditure

9.4.8 Convenience drives shoppers online

9.4.9 Amazon has made progress across all shopping platforms

9.5 Food & Grocery

9.5.1 Outlook

9.5.2 Amazon threat a serious one for the grocers

9.5.3 Click & collect and PUDO remain insignificant...

...but click & collect must count for more 176

9.5.4 Minimum spend increases are vital

9.5.5 Online grocery growth slows as market begins to mature

9.5.6 Food share of click & collect will decline

9.5.7 PUDO is insignificant, impractical and will remain so

9.5.8 Spend per head to rise as greater proportion goes online

9.5.9 Gender breakdown reflects the wider market

9.5.10 Significant growth in shopping population across the board

9.5.11 Tesco dominates online, as fledgling Morrisons overtakes Waitrose

9.6 Furniture & floorcoverings

9.6.1 Outlook

9.6.2 Spend online on furniture & floorcoverings is forecast to increase by GBP1.2bn by 2020

9.6.3 The launch of smaller format IKEA stores will be a boon for the market

9.6.4 Men now make up the majority of online furniture & floorcoverings shoppers and spend

9.6.5 Penetration remains similar to last year

9.6.6 Convenience still king but better selection gains greater traction

9.6.7 Amazon dominates across all platforms

9.7 Health & beauty

9.7.1 Outlook

9.7.2 GBP73.9m of additional spend will be driven via the online channel in the five years to 2020

9.7.3 Click & collect uptake will remain below 10.0%

9.7.4 PUDO sees double digit growth, but remains a minimal share of spend

9.7.5 A 41.5% rise in five years pushes spend per head over GBP100 in 2019

9.7.6 Females spent an average of GBP77 on health & beauty online

9.7.7 UK health & beauty retailers must focus on increasing spend per head among males

9.7.8 A quarter of shoppers like to compare prices, so branded and private label ranges must be competitively priced

9.7.9 Amazon dominates in online health & beauty

9.8 Homewares

9.8.1 Outlook

9.8.2 Online share of homewares sales picks up following retailer investment

9.8.3 Spend per head to grow by 28.9%, or GBP29.94, in five years to 2020

9.8.4 Penetration of C1 and C2 shoppers grows in 2014

9.8.5 Convenience is the key driver of shopping online for homewares

9.8.6 Broad ranges ensure Amazon remains the most popular online homewares destination across all devices

9.9 Music & film

9.9.1 Outlook

9.9.2 Music & film online set to decline

9.9.3 Click & collect is a tiny element of music & film online

9.9.4 PUDO to represent 0.2% of total online music & film market

9.9.5 Fewer shoppers, and existing shoppers spending less

9.9.6 Spend per head will drop by GBP13.95 over five years

9.9.7 Men buy more music & film online than women

9.9.8 Penetration remains low among mature shoppers

9.9.9 Convenience drives online music & film purchases

9.9.10 Online pureplays are the most shopped across devices

10 Key Retailer Demographic Profiles

10.1 Conversion

10.1.1 Tesco boasts highest conversion of the Big Four

10.1.2 M&S edges rivals on conversion

10.2 Asda

10.3 Debenhams

10.4 House of Fraser

10.5 John Lewis

10.6 Marks & Spencer

10.7 Morrisons

10.8 Next

10.9 Sainsbury's

10.1 Tesco

11 Consumer Analysis

11.1 Online shopper penetration

11.2 Online shopper profiles

11.3 Regional online shopper penetration and profile

11.3.1 London highly represented for mobile and tablet shoppers

11.4 Average number of shopping trips

12 Methodology

13 Appendix

13.1 About Verdict Retail

13.2 Disclaimer

Figure 1: Total online market (GBPm) and year-on-year change (%), 2010-20e

Figure 2: As a proportion of your overall spend, are you spending more online now than you were a year ago? (%), 2015

Figure 3: As a proportion of your overall spend, are you spending more online now than you were a year ago? - breakdown by age (%), 2015

Figure 4: Why are you spending more online now than you were a year ago? (%), 2015

Figure 5: Primark online editorial content, July 2015

Figure 6: Online shopping population (000s) and year-on-year change (%), 2014-20e

Figure 7: Average spend per online shopper (GBP) and year-on-year change (%), 2014-20e

Figure 8: Proportion of total online spend, by device (%), 2014

Figure 9: Average spend per online shopper, by device (GBP), 2014

Figure 10: Average spend per online shopping trip, by device (GBP), 2014

Figure 11: Average number of shopping trips per online shopper, by device, 2012, 2013 and 2014

Figure 12: Penetration of online shoppers, by sector (%), 2013 and 2014

Figure 13: Penetration of online shoppers, by device (%), 2012-14

Figure 14: Shoppers who stated that they expected to make a Black Friday promotional purchase (%), 2014

Figure 15: Proportion of John Lewis's November sales that fell into Black Friday week (%), 2012, 2013 and 2014

Figure 16: Shoppers stating when they intend to start their Christmas shopping versus last year (%), 2014

Figure 17: Currys' flash sale on 15 July 2015

Figure 18: House of Fraser delivery options at checkout and Dorothy Perkins' click & collect store finder, August 2015

Figure 19: Next click & collect delivery flexibility, August 2015

Figure 20: Amazon Prime No-Rush Delivery, August 2015

Figure 21: Penetration of shoppers stating that they have used each method of home delivery (%), 2013 and 2014

Figure 22: Proportion of shoppers stating that they will use the method of home delivery more in the future (%), 2014

Figure 23: Argos Fast Track delivery service, August 2015

Figure 24: The Entertainer's Shutl delivery service, August 2015

Figure 25: John Lewis click & collect update, July 2015

Figure 26: Sports Direct click & collect website banner and Debenhams' click & collect voucher promotion, August 2015

Figure 27: How much would you be prepared to pay for a same day click & collect service (%), 2015

Figure 28: The Entertainer and Screwfix same day click & collect offers, August 2015

Figure 29: Delivery saver scheme penetration in food & grocery and non-food & grocery (%), 2015

Figure 30: Sainsbury's delivery pass, August 2015

Figure 31: ASOS Premier, August 2015

Figure 32: Which retailer would you like to offer a delivery saver scheme for online orders (excluding food & grocery retailers) (%)?, 2015

Figure 33: Percentage of online shoppers using their mobile phones for shopping-related tasks (%), 2015

Figure 34: B&Q mobile app and website store locator differences, August 2015

Figure 35: House of Fraser mobile app product reviews, August 2015

Figure 36: Homebase email for product review, August 2015

Figure 37: Penetration of online shoppers using mobile phones for online purchases by gender (%), 2013 versus 2014

Figure 38: Penetration of online shoppers using mobile phones for online purchases by age group (%), 2013 versus 2014

Figure 39: Penetration of online shoppers using mobile phones for online purchases by age group (%), 2013 versus 2014

Figure 40: Penetration of online shoppers by device type on which they purchase goods online (%), 2013 versus 2014

Figure 41: Tesco Magnum iBeacon partnership, June 2015

Figure 42: Penetration of online shoppers by device type on which they purchase goods online (%), 2013 versus 2014

Figure 43: ASOS app, August 2015

Figure 44: Amazon app, August 2015

Figure 45: Boots' app, August 2015

Figure 46: River Island's editorial section online, June 2015

Figure 47: 'The Edit', Net-a-Porter's shoppable magazine section, June 2015

Figure 48: ASOS magazine with product links and outfit building suggestions, June 2015

Figure 49: New Look's shoppable content introducing its new autumn range, August 2015

Figure 50: Stylefix, boohoo.com shoppable editorial segment, June 2015

Figure 51: Pinterest advertising its 'buy' button on the site, August 2015

Figure 52: Farfetch users have multiple filters to search for items and can create wish lists and see curated items via 'Editor's picks', July 2015

Figure 53: Made x Unboxed campaign, August 2015

Figure 54: How Liketoknow.it works , 2015

Figure 55: Next shoppable catalogue, 2015

Figure 56: How consumers view Internet versus physical shopping for different aspects (%), 2014

Figure 57: Schuh live online help service, August 2015

Figure 58: ASOS returns note, August 2015

Figure 59: How long shoppers spent researching before making their last purchase (%), 2013 and 2014

Figure 60: Penetration of impulse buyers by age group (%), 2014

Figure 61: Social media penetration (%), 2014

Figure 62: How shoppers use Facebook in their decision journey (%), 2014

Figure 63: How shoppers use Twitter in their decision journey (%), 2014

Figure 64: How shoppers use Instagram in their decision journey (%), 2014

Figure 65: From what location online shoppers made their last purchase (%), 2014

Figure 66: Penetration of on-the-go mobile shopping by age group (%), 2013 and 2014

Figure 67: Why shoppers would purchase again from the retailer they last used (%), 2014

Figure 68: Why shoppers would not purchase again from the retailer they last used (%), 2014

Figure 69: Click & collect total market size (GBPm), 2015e and 2020e

Figure 70: Click & collect market size by delivery size (%), 2015e

Figure 71: Penetration of online shoppers that have used click & collect and reserve & collect (%), 2013 and 2014

Figure 72: Click & collect penetration of online shoppers (%), 2014

Figure 73: Click & collect penetration of online shoppers (%), 2013

Figure 74: Reasons for using click & collect (%), 2015

Figure 75: PUDO total market size (GBPm), 2015e and 2020e

Figure 76: PUDO and click & collect penetration of online shoppers (%), 2013 and 2014

Figure 77: DPD Pickup locations, August 2015

Figure 78: PUDO market size by delivery size (%), 2015

Figure 79: PUDO penetration of online shoppers by demographics (%), 2014

Figure 80: PUDO penetration of online shoppers by demographics (%), 2013

Figure 81: Penetration of online shoppers who have used PUDO services (%), 2013 and 2014

Figure 82: Returns total market size (GBPm), 2015e and 2020e

Figure 83: Returns as a proportion of online sales (%), 2015e and 2020e

Figure 84: How clothing retailers can reduce returns, 2015

Figure 85: Returns market size by delivery size (%), 2015

Figure 86: Sector penetration of shoppers who have returned goods over the last year (%), 2014

Figure 87: M&S customer feedback survey on packaging, August 2015

Figure 88: Spend per head (GBP) and year-on-year change (%) on books online, 2014-20e

Figure 89: Percentage of online shoppers who shop for books (%), 2014

Figure 90: Percentage of online shoppers who shop for books (%), 2013

Figure 91: Top five reasons why consumers choose to shop online for books (%), 2014

Figure 92: Top 10 retailers where shoppers bought books online on a desktop/laptop (%), 2014

Figure 93: Top 10 retailers where shoppers bought books online on tablet (%), 2014

Figure 94: Top 10 retailers where shoppers bought books online on mobile (%), 2014

Figure 95: Best in class and essential click & collect offers for clothing & footwear retailers, 2015

Figure 96: Spend per head on clothing & footwear online (GBP) and year-on-year change (%), 2014-20e

Figure 97: Percentage of Internet shoppers who shop for clothing & footwear (%), 2014

Figure 98: Percentage of Internet shoppers who shop for clothing & footwear (%), 2013

Figure 99: Top five reasons why consumers chose the Internet to shop for clothing & footwear (%), 2014

Figure 100: Top 10 retailers where shoppers bought clothing & footwear online on desktop/laptop (%), 2014

Figure 101: Top 10 retailers where shoppers bought clothing & footwear online on tablet (%), 2014

Figure 102: Top 10 retailers where shoppers bought clothing & footwear online on mobile (%), 2014

Figure 103: Spend per head on DIY & gardening online (GBP) and year-on-year change (%), 2014-20e

Figure 104: Percentage of Internet shoppers who shop for DIY & gardening (%), 2014

Figure 105: Percentage of Internet shoppers who shop for DIY & gardening (%), 2013

Figure 106: Top five reasons why consumers chose the Internet to shop for DIY & gardening (%), 2014

Figure 107: Top 10 retailers where shoppers bought DIY & gardening online on a desktop/laptop (%), 2014

Figure 108: Top 10 retailers where shoppers bought DIY & gardening online on a tablet (%), 2014

Figure 109: Top 10 retailers where shoppers bought DIY & gardening online on a mobile (%), 2014

Figure 110: John Lewis's click & collect details

Figure 111: AO.com's free and convenient returns policy

Figure 112: Currys' collection offer

Figure 113: Spend per head on electricals online (GBP) and year-on-year change (%), 2014-20e

Figure 114: Percentage of Internet shoppers who shop for electricals (%), 2014

Figure 115: Percentage of Internet shoppers who shop for electricals (%), 2013

Figure 116: Top five reasons why consumers chose the Internet to shop for electricals (%), 2014

Figure 117: eBay click & collect offering

Figure 118: Top 10 retailers where shoppers bought electricals online on desktop/laptop (%), 2014

Figure 119: Top 10 retailers where shoppers bought electricals online on tablet (%), 2014

Figure 120: Top 10 retailers where shoppers bought electricals online on a mobile (%), 2014

Figure 121: Online revenue of clothing & footwear, food & grocery and electricals sectors (GBPm), 2010-20e

Figure 122: AmazonFresh, 2015

Figure 123: AmazonFresh working with local shops and restaurants, 2015

Figure 124: Spend per head on food & grocery online (GBP) and year-on-year change (%), 2014-20e

Figure 125: Percentage of Internet shoppers who shop for food & grocery (%), 2014

Figure 126: Percentage of Internet shoppers who shop for food & grocery (%), 2013

Figure 127: Top 10 supermarket-delivered food & grocery websites where shoppers bought online via desktop/laptop (%), 2014

Figure 128: Top 10 supermarket-delivered food & grocery websites where shoppers bought online via tablet (%), 2014

Figure 129: Top 10 supermarket-delivered food & grocery websites where shoppers bought online via mobile (%), 2014

Figure 130: Top 10 courier-delivered food & grocery websites where shoppers bought online via desktop/laptop (%), 2014

Figure 131: Top 10 courier-delivered food & grocery websites where shoppers bought online via tablet (%), 2014

Figure 132: Top 10 courier-delivered food & grocery websites where shoppers bought online via mobile (%), 2014

Figure 133: Change in customer satisfaction compared to 12 months prior and the sector average, 2015

Figure 134: Spend per head on furniture & floorcoverings online (GBP) and year-on-year change (%), 2014e-20e

Figure 135: Percentage of Internet shoppers who shop for furniture & floorcoverings (%), 2014

Figure 136: Percentage of Internet shoppers who shop for furniture & floorcoverings (%), 2013

Figure 137: Top five reasons why consumers chose the Internet to shop for furniture & floorcoverings (%), 2014

Figure 138: Top 10 retailers where shoppers bought furniture & floorcoverings online on a desktop/laptop (%), 2014

Figure 139: Top 10 retailers where shoppers bought furniture & floorcoverings online on a tablet (%), 2014

Figure 140: Top 10 retailers where shoppers bought furniture & floorcoverings online on a mobile (%), 2014

Figure 141: Spend per head on health & beauty online (GBP) and year-on-year change (%), 2014-20e

Figure 142: Percentage of Internet shoppers who shop for health & beauty (%), 2014

Figure 143: Percentage of Internet shoppers who shop for health & beauty (%), 2013

Figure 144: Top five reasons why consumers chose the Internet to shop for health & beauty (%), 2014

Figure 145: Top 10 retailers where shoppers bought health & beauty online on desktop/laptop (%), 2013 and 2014

Figure 146: Top 10 retailers where shoppers bought health & beauty online on tablet (%), 2013 and 2014

Figure 147: Top 10 retailers where shoppers bought health & beauty online on mobile (%), 2013 and 2014

Figure 148: Made.com Soho showroom, London, 2015

Figure 149: Laura Ashley on Pinterest, 2015

Figure 150: Spend per head on homewares online (GBP) and year-on-year change (%), 2014-20e

Figure 151: Percentage of Internet shoppers who shop for homewares (%), 2014

Figure 152: Percentage of Internet shoppers who shop for homewares (%), 2013

Figure 153: Top five reasons why consumers chose the Internet to shop for homewares (%), 2014

Figure 154: Top 10 retailers where shoppers bought homewares online on desktop/laptop (%), 2014

Figure 155: Top 10 retailers where shoppers bought homewares online on tablet (%), 2014

Figure 156: Top 10 retailers where shoppers bought homewares online on mobile (%), 2014

Figure 157: Spend per head on music & film online (GBP) and year-on-year change (%), 2014-20e

Figure 158: Percentage of Internet shoppers who shop for music & film (%), 2014

Figure 159: Percentage of Internet shoppers who shop for music & film (%), 2013

Figure 160: Top five reasons why consumers chose the Internet to shop for music & film (%), 2015

Figure 161: Top 10 retailers where shoppers bought music & film online on a desktop/laptop (%), 2014

Figure 162: Top 10 retailers where shoppers bought music & film online on a tablet (%), 2014

Figure 163: Top 10 retailers where shoppers bought music & film online on a mobile (%), 2014

Figure 164: Grocers' online shopper conversion (%), 2014

Figure 165: Multi-sector retailers' online shopper conversion (%), 2014

Figure 166: Asda visitor demographic profile (%), 2014

Figure 167: Asda shopper demographic profile (%), 2014

Figure 168: Asda conversion by demographics (%), 2014

Figure 169: Debenhams visitor demographic profile (%), 2014

Figure 170: Debenhams shopper demographic profile (%), 2014

Figure 171: Debenhams conversion by demographics (%), 2014

Figure 172: House of Fraser visitor demographic profile (%), 2014

Figure 173: House of Fraser shopper demographic profile (%), 2014

Figure 174: House of Fraser conversion by demographics (%), 2014

Figure 175: John Lewis visitor demographic profile (%), 2014

Figure 176: John Lewis shopper demographic profile (%), 2014

Figure 177: John Lewis conversion by demographics (%), 2014

Figure 178: Marks & Spencer visitor demographic profile (%), 2014

Figure 179: Marks & Spencer shopper demographic profile (%), 2014

Figure 180: Marks & Spencer conversion by demographics (%), 2014

Figure 181: Morrisons visitor demographic profile (%), 2014

Figure 182: Morrisons shopper demographic profile (%), 2014

Figure 183: Morrisons conversion by demographics (%), 2014

Figure 184: Next visitor demographic profile (%), 2014

Figure 185: Next shopper demographic profile (%), 2014

Figure 186: Next conversion by demographics (%), 2014

Figure 187: Sainsbury's visitor demographic profile (%), 2014

Figure 188: Sainsbury's shopper demographic profile (%), 2014

Figure 189: Sainsbury's conversion by demographics (%), 2014

Figure 190: Tesco visitor demographic profile (%), 2014

Figure 191: Tesco shopper demographic profile (%), 2014

Figure 192: Tesco conversion by demographics (%), 2014

Figure 193: Penetration of online shoppers who use desktops/laptops for purchases (%), 2014

Figure 194: Penetration of online shoppers who use desktops/laptops for purchases (%), 2013

Figure 195: Penetration of online shoppers who use tablets for purchases (%), 2014

Figure 196: Penetration of online shoppers who use tablets for purchases (%), 2013

Figure 197: Penetration of online shoppers who use mobile phones for purchases (%), 2014

Figure 198: Penetration of online shoppers who use mobile phones for purchases (%), 2013

Figure 199: Online desktop/laptop shopper demographic profile (%), 2014

Figure 200: Online desktop/laptop shopper demographic profile (%), 2013

Figure 201: Online tablet shopper demographic profile (%), 2014

Figure 202: Online tablet shopper demographic profile (%), 2013

Figure 203: Online mobile phone shopper demographic profile (%), 2014

Figure 204: Online mobile phone shopper demographic profile (%), 2013

Figure 205: Average number of shopping trips via desktop/laptop for food & grocery (supermarket delivered), 2014

Figure 206: Average number of shopping trips via desktop/laptop for food & grocery (non- supermarket courier delivered), 2014

Figure 207: Average number of shopping trips via desktop/laptop for clothing & footwear, 2014

Figure 208: Average number of shopping trips via desktop/laptop for health & beauty, 2014

Figure 209: Average number of shopping trips via desktop/laptop for electricals, 2014

Figure 210: Average number of shopping trips via desktop/laptop for DIY & gardening, 2014

Figure 211: Average number of shopping trips via desktop/laptop for furniture & floorcoverings, 2014

Figure 212: Average number of shopping trips via desktop/laptop for homewares, 2014

Figure 213: Average number of shopping trips via desktop/laptop for books, 2014

Figure 214: Average number of shopping trips via desktop/laptop for music & film, 2014

Table 1: Total online market, 2010-20e

Table 2: Total online market, by sector (GBPm), 2015e and 2020e

Table 3: Online market, by sector and order size (GBPm), 2015e and 2020e

Table 4: Total online digital market, by sector (GBPm), 2015e and 2020e

Table 5: Social media penetration by gender, age and socioeconomic group (%), 2014

Table 6: Click & collect market size (GBPm) and growth rates (%) by sector, 2015e and 2020e

Table 7: PUDO market size (GBPm) and growth rates (%) by sector, 2015e and 2020e

Table 8: Returns market size (GBPm) and growth rates (%) by sector, 2015e and 2020e

Table 9: Ways that purchases were returned (%), 2014

Table 10: Why purchases were returned (%), 2014

Table 11: Online books market, 2010-20e

Table 12: E-books market, 2014-20e

Table 13: Click & collect books market, 2014-20e

Table 14: PUDO books market, 2014-20e

Table 15: Online books shopping population, 2014-20e

Table 16: Gender breakdown of online books market, 2014

Table 17: Online clothing & footwear market, 2010-20e

Table 18: Click & collect clothing & footwear market, 2014-20e

Table 19: PUDO clothing & footwear market, 2014-20e

Table 20: Online clothing & footwear shopping population, 2014-20e

Table 21: Gender breakdown of online clothing & footwear market, 2014

Table 22: Online DIY & gardening market, 2010-20e

Table 23: Click & collect DIY & gardening market, 2014-20e

Table 24: PUDO DIY & gardening market, 2014-20e

Table 25: Online DIY & gardening shopping population, 2014-20e

Table 26: Gender breakdown of online DIY & gardening market, 2014

Table 27: Online electricals market, 2010-20e

Table 28: Click & collect electricals market, 2014-20e

Table 29: PUDO electricals market, 2014-20e

Table 30: Online electricals shopping population, 2014-20e

Table 31: Gender breakdown of online electricals market, 2014

Table 32: Online food & grocery market, 2010-20e

Table 33: Click & collect food & grocery market, 2014-20e

Table 34: PUDO food & grocery market, 2014-20e

Table 35: Online food & grocery shopping population, 2014-20e

Table 36: Gender breakdown of online food & grocery market, 2014

Table 37: Online furniture & floorcoverings market, 2010-20e

Table 38: Click & collect furniture & floorcoverings market, 2014-20e

Table 39: Online furniture & floorcoverings shopping population, 2014-20e

Table 40: Gender breakdown of online furniture & floorcoverings market, 2014

Table 41: Online health & beauty market, 2010-20e

Table 42: Click & collect health & beauty market, 2014-20e

Table 43: PUDO health & beauty market, 2014-20e

Table 44: Online health & beauty shopping population, 2014-20e

Table 45: Gender breakdown of online health & beauty market, 2014

Table 46: Online homewares market, 2010-20e

Table 47: Click & collect homewares market, 2014-20e

Table 48: PUDO homewares market, 2014-20e

Table 49: Online homewares shopping population, 2014-20e

Table 50: Gender breakdown of online homewares market, 2014

Table 51: Online music & film market, 2010-20e

Table 52: Click & collect music & film market, 2014-20e

Table 53: PUDO music & film market, 2014-20e

Table 54: Online music & film shopping population, 2014-20e

Table 55: Gender breakdown of online food & grocery market, 2014

Table 56: Regional penetration of desktop/laptop, tablet and mobile phone shoppers (%), 2014

Table 57: Regional penetration of desktop/laptop, tablet and mobile phone shoppers (%), 2013

Table 58: Regional profile of desktop/laptop, tablet and mobile phone shoppers (%), 2014

Table 59: Regional profile of desktop/laptop, tablet and mobile phone shoppers (%), 2013

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