John Lewis Partnership plc Annual Report and Accounts 2014


39


Infrastructure investment Behind the scenes, we have invested significantly in our support infrastructure. Our new £97m distribution centre will begin operations in 2015 alongside our existing Magna Park site in Milton Keynes, further enhancing our fulfilment capability.


Shop developments


and services Shop developments continue to be a strong focus of our growth strategy. 2013/14 saw the full refurbishment of our High Wycombe shop, and we have an active pipeline of new sites. In 2013/14 we opened an at home shop in Ashford and this year we will open a full line flexible format shop in York, and our smallest shop to date at Heathrow’s Terminal 2.


We have announced future sites in Birmingham, Leeds, Westfield White City, Oxford, Chelmsford, Horsham, and Basingstoke. New catering partnerships with Joe & the Juice and Hotel Chocolat’s Cocoa Bar Café were launched, alongside the first little Waitrose within a John Lewis shop at Watford.


We continue to exploit new technology including equipping our Partners with transactional tablets, and we are the first major department store to use Google to map the inside of our Oxford Street shop.


OMNI-CHANNEL LEADERSHIP


Andy Street, Managing Director, John Lewis


2013/14 has seen us continue our strategy to integrate our online and shop operations to meet the changing demands our customers and anticipate how those habits will continue to change. Our newly launched iPad app is more creative and inspiring than ever, as well as making Never Knowingly Undersold enquiries more streamlined than ever. Our partnership with Collect + extended our Click & collect coverage to new parts of the UK, allowing customers to pick up deliveries in corner shops and petrol stations as well as John Lewis and Waitrose shops.


Partners are trialling transactional tablets in our shops, allowing purchases to be made on the shopfloor rather than at central till points. The tablets also allow Partners to access our operational procedures and systems, meaning they can spend more time helping customers on the shop floor.


THE BEAR AND THE HARE


In recent years our TV adverts have resonated with customers who take time to consider the perfect gift for their loved ones, and this year’s Bear and Hare advertisement was no exception. Following the story of a Hare who wanted to give his friend the Bear a Christmas he would never forget, the two minute animated film attracted 12.5 million views on YouTube and was our most interactive campaign ever, with Bear and Hare soft toys available to buy, a children’s book and story-telling Bear caves in our shops.


THE JOHN LEWIS PARTNERSHIP


OUR PERFORMANCE


GOVERNANCE


FINANCIAL STATEMENTS


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