2014 annual activity and responsible commitment report WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 Anticipate, grow, renovate, meet, select, purchase, stock, IN 2014 transport, display, track, 10 ,860 12.5 MILLION STORES IN 33 COUNTRIES CHECKOUTS EVERY DAY IN OUR STORES

OVER 100 MILLION CUSTOMER HOUSEHOLDS 92 % WORLDWIDE OF OUR EMPLOYEES guarantee, protect, offer choice, HAVE PERMANENT WORK CONTRACTS 381 ,227 EMPLOYEES 77 % OF OUR EMPLOYEES HAVE FULL-TIME CONTRACTS adapt, innovate, welcome, €74.7 BILLION SALES EXCL. VAT 73 % OF CARREFOUR BRAND FOOD €100.5 BILLION PRODUCTS COME FROM SME! SALES INCL. VAT AND NATIONAL SUPPLIERS UNDER GROUP BANNERS advise, build loyalty, elaborate, OVER 21 ,000 CARREFOUR QUALITY LINE SUPPLIERS WORLDWIDE prepare, train, commit, get involved, help… Each day, our employees are committed to working for you. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 2014 annual activity and responsible commitment report – 1 2 MEET SELECT PURCHASE 5 OFFER CHOICE Page 20 ADAPT 8 COMMIT INNOVATE GET INVOLVED Page 48 HELP Page 78

6 WELCOME ADVISE BUILD LOYALTY Page 60

1 ANTICIPATE GROW RENOVATE 3 STOCK Page 4 TRANSPORT DISPLAY Page 30

4 TRACK GUARANTEE 7 ELABORATE PROTECT PREPARE Page 38 TRAIN Doing Page 70 our job well WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 2 ANTICIPATE Understand changing lifestyles and consumer trends, encourage initiatives, identify growth levers… Doing our job well also means imagining ANTICI PATE the retail market of the future. GROW Open new stores, test innovative concepts, refi ne our formats to better address local needs, forge ambitious partnerships… We strive each day to foster the growth of our multi-local, multi-format and multi-channel model. GRO W RENOV ATE RENOVATE Invest in all of our formats to provide modern stores and commercial ecosystems that are friendly and inviting, rooted in the local community, where everyone likes to shop.

DOING OUR JOB WELL WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 4 ANTICIPATE GROW RENOVATE

Carrefour has been on track for growth since for the future and will continue to grow our business 2012. Are you satisfied with the 2014 results? in Latin America. I should also mention Italy and The results are there. Semester by semester, Spain, which after much resistance proved its our performance is improving. We had another buoyancy in 2014. As you can see, each country outstanding year in 2014. Sales growth has contributes to the Group’s positive momentum. accelerated, and profitability is rising sharply, with recurring operating income up by 10.6%. What drives this momentum? This solid performance reaffirms the plan It is based on solid levers, which have strengthened we initiated just over two years ago, and has over the past two years, and which continue to encouraged us to stay the course. We presently support our growth. These include our multi-format hold strong positions in our main markets, offer, renewed control over our real-estate holdings , Brazil and Spain. These three countries and a balanced country portfolio. Consider real estate represent nearly three-quarters of our business as an example, which enables us to constantly and provide a solid base to ensure our steady improve the customer experience, from car parks growth and sustain our momentum. to the shopping centre, and to the store itself. We invested a total of €2.4 billion during 2014, In your view, what were the highlights in particular to renovate our stores. It is critical that of the year? we pay close attention to the quality of the 2014 was a good year for Carrefour, and every surrounding ecosystem, which is what makes these country contributed. For Carrefour in France, investments effective. As another example, Carrefour there is no doubt that the store acquisition is the most multi-format international retailer. If we made all the difference. It has enabled us to extend look at society, regardless of the country, we see that our store network in the country. Thanks to the consumers are becoming ever more demanding. quality and enthusiasm of our teams, the conversion They want stores close from home or workplace, “Carrefour’s of these stores to convenience banners such as City, a wide selection, quality, freshness, non-food items, Contact and Market considerably enhanced the new products, delivery where and when they choose, strength of our multi-channel offer. Every operator, and price. Each format has its purpose, and we are momentum is based including the pure players, now recognises that the expanding in every country where we operate. strength of a store network is critical to the success With this comes our drive for operational excellence, on solid levers of e-commerce. We have observed this trend for rekindled in our teams, which makes the difference over two years. Our customers want to have their to customers in our stores. We have seen this in choice of products and prices, but also want to France, where we are beginning to reap the benefits that will continue choose how they shop and where they go to pick up of our investments and innovations, and where all of their orders. Our stores make the difference. our formats have grown over the past two years. Another highlight for the year was the Group’s major To maintain this momentum, we must continue to to support step forward in its efforts to build stronger local ties strive toward operational excellence, have the agility in Brazil. A widely-recognised expert on the Brazilian and curiosity to constantly push ahead, and anticipate market and commerce took a 10% stake in our market trends over the medium term. … our growth.” subsidiary. These local ties and the new Georges Plassat development of convenience banners will bring us another step forward in the country’s food retail Chairman and Chief Executive Officer market. More than ever, we are laying groundwork

MAJOR INTERVIEW WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 6 2014 annual activity and responsible commitment report – 7 ANTICIPATE GROW RENOVATE

Will you continue on this path during 2015? I am satisfied with the new-found balance of our We have reached significant milestones over country portfolio, which has proven its resilience and, the past three years, and it is not finished. Our plan thanks to the growth of the middle class in certain is proceeding as expected. It includes structural markets, promises a very bright future. projects already well underway, which are equally important levers of the Group’s performance. Could you explain what “Doing our job well” Two examples: the transformation of our logistics means to Carrefour? operations, particularly in France and China, and our Doing our job well means putting attention at IT systems, which are essential to the next phase the heart of our interactions with our customers, of our development. Our multi-format expansion whether in our stores or through on-line channels. and the effectiveness of our cross-channel offer We are creating a new virtuous cycle. There is depend on it. Carrefour is on the right path and has no financial performance without societal and restored its solid fundamentals. Its full potential environmental performance. This is the meaning can once again be reached. behind our business plan. More than a concept, it is a commitment that requires daily discipline and How do you view the changes taking place a positive attitude. It must guide Carrefour’s employees in your markets? in their relationships with suppliers, producers, Every country, whether an “emerging” or a “mature” local associations and customers. The difference market, faces times of crisis, whether political, will be achieved through our efficiency, our focus economic or social, and everyone is looking for new on communities and our customers’ satisfaction. ways to achieve sustainable growth. We have the good fortune of being a food retailer first since, in every country where we operate, which all share a culture of excellent products. Consumption patterns change, people buy fewer and better products, and the desire to eat better offers new opportunities. Our business anticipates these shifts. This is the true meaning of multi-local. To ensure that our offer is “The results effective, we develop and adapt our formats. 2014 KEY PROJECTS For example, in Italy we opened our first Market Creation of Carmila Acquisition of more Gourmet, with special attention paid to the freshness are there. with institutional investors than 800 Dia stores and quality of our produce. In Spain, we are to enhance the value and 128 Coop Alsace continuing the roll-out of the Supeco banner, a of the shopping centres stores in France. budget cash & carry inspired by Semester by that are adjacent to Acquisition of 53 Billa Atacadão’s success in Brazil. In China, which offers Carrefour hypermarkets and in France, Spain, and Italy. tremendous potential with a middle class 17 Il Centro convenience semester, Step up the multi-format stores in Italy. that will increase from 230 million to 630 million approach with the opening consumers over the next ten years, we are testing Strengthening of local of 755 new stores, including ties in Brazil as Península the convenience store model, opening the first our performance 518 convenience stores. took a 10% share in the Easy store in Shanghai. Likewise, this year in Brazil, Continuation of capital of its Brazilian we embarked upon the development of two new the asset renovation subsidiary. convenience store banners, Express and Supeco. is improving.” and expansion programme, Carrefour France and Everywhere we operate, we anticipate changing as evidenced by a / Supermarkets €2.4 billion investment. lifestyles and adapt our offer accordingly. This is signed a purchasing cooperation agreement, the strength of our multi-format, multi-local and improving the multi-channel strategy. competitiveness of their banners for the benefi t of consumers. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 8 2014 annual activity and responsible commitment report – 9 1

5 A relevant multi-format and multi-channel 2 approach Carrefour continues Hypermarkets Cash & carry stores to expand its different Carrefour hypermarkets offer a selection The various banners offer restaurateurs store formats and channels of 20,000 to 80,000 food and non-food and other professionals a wide range – hypermarkets, supermarkets, products. They cater to every taste and of food and non-food products at whole- 6 convenience stores, cash & carry, budget and benefi t from the best know- sale prices. Products are displayed on on-line commerce – in every how, with an abundant and lively market- pallets and are sold by unit or in bulk. country where it operates place, fresh food prepared on-site, a full range of services and low prices to meet consumer demand throughout the year. All in an inviting and and trends. family-friendly environment, designed for customer comfort. In some markets, the Group is also developing wholesale 1,459 HYPERMARKETS 3 With 10,860 stores in over 30 countries, stores, such as Atacadão, that are open the Group offers its customers a wide to individual customers. array of formats and banners for every 3,115 shopping pattern – daily purchases in Supermarkets SUPERMARKETS local stores or weekly trips to the hyper- A wide and varied food selection, with market – that meet the needs of the special attention given to fresh and local 6,111 diverse clientele, from business customers products, a tailored assortment of non- CONVENIENCE STORES purchasing wholesale supplies, to family food products, attractive prices in every 1. The number of convenience 4. Carrefour is pursuing stores grew by 518 points of multi-channel development shopping trips. department and regular promotions… Carrefour, Atacadão, Market, Express… 175 sales worldwide, including by pairing store networking In the city or in the country, Market and CASH & CARRY STORES 119 in Spain and 60 in Poland. density with web responsiveness. In every store format, with different banners, Bairro supermarkets set the standard Pereca Express convenience Market supermarket in Montpellier the Group develops attractive, modern in food retail for everyday shopping. store in Warsaw (Poland). Croix d’Argent (France). and inviting stores. 2. Carrefour expanded 5. In France, Carrefour Carrefour teams join forces to increase its store network in Romania, opened or acquired more than Convenience stores the competitive advantage of its multi- Express, City, Contact, Montagne, Bio, 4 opening 13 new supermarkets 230 new stores in 2014, during 2014. including 11 supermarkets format approach. During 2014, this invest- Proxi, 8 à Huit… are banners designed Market Gorjului store and 215 convenience stores. ment, carefully tailored and constantly for everyday shopping. They are inviting in Bucharest (Romania). Market supermarket in Bonneval assessed, led to the net opening of more and modern convenience stores with (France). 3. Carrefour continued its than 750 new stores worldwide. The products designed to meet the needs of expansion in Spain, opening 6. Carrefour continued to develop store base expanded by 457,000 sq. m. 126 new stores including its Atacadão banner in Brazil, local customers, with low prices and 2 hypermarkets. opening 13 new retail outlets. during the year. extended opening hours. This format is El Pinar Carrefour hypermarket Parelheiros Atacadão store popular among customers and is galva- in Madrid (Spain). in São Paulo (Brazil). nised by franchisees’ efforts. Discover the multi-channel pages 56 to 58 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 10 2014 annual activity and responsible commitment report – 11 ANTICIPATE GROW RENOVATE

International

DATA Partnership STIMULATE INTERNATIONAL GROWTH WITH

OUR PARTNERS Significant growth Carrefour continues to expand in the Middle East On the strength of its long-standing partnership abroad and in the French with the Majid Al Futtaim group, the store network overseas territories, supporting expanded with the opening of 2 Carrefour its partners in the operation hypermarkets in the United Arab Emirates and in Egypt, and 19 Market supermarkets and the first In response to of its various banners. Carrefour city convenience store in Dubai. NEW changing lifestyles, This formula promotes dynamic IN 2014 Carrefour launched growth by relying on Group its fi rst convenience partners’ in-depth knowledge stores in Brazil and The dynamism of Morocco and Tunisia Worldwide, Dubai, along with a of local markets and Carrefour’s By developing a variety of formats – from 518 new convenience test store in China. multi-format expertise. In Morocco, Carrefour’s partner Label’Vie expanded neighbourhood stores to hypermarkets –, stores opened its network with the opening of an 11 th Atacadão store, Ever closer Carrefour provides its customers with a or were acquired, Supeco, 2 hypermarkets in Marrakesh and Oujda, and including 215 in broad range of solutions near to where Carrefour’s budget 5 supermarkets. In Tunisia, UHD group consolidated France and 240 supermarket its position by opening 10 new stores in the country. to our they live, work or travel. In keeping with in other European banner, continued changing lifestyles, this year Carrefour countries. to grow with 8 new has launched convenience stores in new points of sales in Carrefour markets such as Brazil and China, while Spain, and its fi rst A stronger presence in Turkey customers continued to expand stores in Romania With 333 stores at the end of 2014, the Sabanci continuing to expand and renew its offer- its Express banner, and Brazil. group continued its rapid local expansion, opening Convenience at Carrefour especially in ing in mature markets. The Group is also 40 new supermarkets and 86 convenience stores Argentina, with the means easily accessible developing its banners in high-traffic In partnership during the year. areas – railway stations, airports, petrol opening of 50 new with the oil banners that meet expectations points of sales, and stations – to increase the opportunities companies Cepsa in terms of choice, price in Belgium (14 new in Spain and Lukoil and services. This requires for practical, quick shopping trips. stores), where in Poland, the our total commitment. Carrefour is also Express banner Convenience also means introducing a new is expanding into listening “Express To Go” a number of petrol NEARLY 1,500 STORES OPERATED Each store has the independence needed concept in high- stations for even Multi-format traffi c areas. closer proximity BY CARREFOUR’S INTERNATIONAL PARTNERS to adjust its product selection, tailoring it to its customers. to suit their customers’ expectations and Carrefour further AT THE END OF 2014 consumption habits. Whether expanding strengthened its the range of ready meals in a business network in France Growth in the overseas territories with the acquisition district, promoting locally-produced of 128 Coop Alsace Carrefour continued its multi-format expansion in the overseas products or offering home delivery services, convenience stores territories thanks to franchise agreements with well-established teams constantly listen to consumer along with more local groups. During 2014, the Wane group opened its 4th Carrefour hypermarket in Papeete, French Polynesia. desires and needs, and make every effort than 800 Dia stores operating in the Elsewhere, on Réunion island, the Caillé group converted to meet and anticipate them. country. three stores to the Promocash banner. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 12 2014 annual activity and responsible commitment report – 13 ANTICIPATE GROW RENOVATE

CHINA Multi-local, POLAND BELGIUM 236 702 STORES 744 STORES from Ushuaia STORES 236 hypermarkets 96 hypermarkets 45 hypermarkets 138 supermarkets 439 supermarkets 468 convenience 260 convenience stores to Harbin stores

With 10,860 stores in over 30 countries, Carrefour is one of the world’s leading retailers. In each country, in each region and in each city, Carrefour stores offer convenience tailored to local needs. This is the strength of Carrefour’s multi-local approach. Harbin FRANCE

Integrated countries 5,013 STORES 10 ,860 Partner countries 237 hypermarkets TAIWAN STORES 960 supermarkets 3,673 convenience stores 33 143 cash & carry 71 stores ROMANIA STORES COUNTRIES 62 hypermarkets BRAZIL 174 9 supermarkets STORES 258 27 hypermarkets STORES 94 supermarkets 213 hypermarkets 53 convenience 41 supermarkets stores 4 convenience stores

ARGENTINA OTHER ITALY COUNTRIES 572 STORES 1,158 1,350 78 hypermarkets SPAIN STORES STORES 128 supermarkets 59 hypermarkets in Europe, Asia, 366 convenience 456 supermarkets North Africa, Middle East, stores 624 convenience 582 stores Dominican Republic STORES 19 cash & carry 174 hypermarkets stores Ushuaia 123 supermarkets 285 convenience stores Data as of December !", #$"' WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 14 ANTICIPATE GROW RENOVATE

BETTER SELECTION EVERYTHING PACKED WITH FRESHNESS AND GREATER ENJOYMENT NEEDED TO IMPRESS AND SAVINGS Enlarged, remodelled and renovated stores! Renovation of the Carrefour Sorocaba hypermarket, Renovation of the Carrefour Montecucco shopping Renovation and expansion of the Market super- state of São Paulo (Brazil). In the Brazilian city of centre, Turin (Italy). Following a complete refurbish- market in Épinay-sur-Orge (France). Fully-renovated Supported by its expert commercial property Sorocaba, the Carrefour hypermarket has been redesi- ment, the Carrefour Montecucco shopping centre in and extended by 1,000 sq. m. – for a total surface area teams, Carrefour continues to modernise gned and renovated to provide customers with a more Turin proudly displays its elegant glass façade with of 4,800 sq. m. –, the new Épinay-sur-Orge Market in its assets in cooperation with key players enjoyable and more inviting shopping experience. The greenery. Inside, designers and decorators have played Essonne offers a well-lit, inviting setting where the in the local economy. With a €2.4 billion textiles, bazaar and electronics/photo/fi lm departments on the warmth of brick and expansive modern lighting banner’s slogan “Packed with freshness and savings” investment, Carrefour is focusing on comfort, have been rearranged to incorporate new categories. to recreate the feeling of an inviting lounge, while fi nds its full meaning. The new-generation store has a a friendly atmosphere and expanded services In addition, more than 2,500 new consumer products highlighting the shops and the hypermarket. Included vast area devoted to fresh products displayed on easy- to satisfy customers and earn their loyalty. have been added to the product mix. Carrefour teams in the renovation project, the hypermarket now has a to-reach stalls, creating the feel of a traditional market. have worked to make this location more inviting and new appliances department that includes a TV wall, The restructuring has allowed the installation of new comfortable, including the creation of a juice bar and a special display for digital services and a cultural speciality stands such as a cut fruit bar, a sushi bar and cafeteria, a newly-renovated car park, improved disability space. The marketplace has also been improved to on-site preparation of fresh pasta. Other new features access and a new check-out system. Other major better display its stunning assortment of fresh products include a textile shop and an expanded organic products features include LED lighting and new-generation and other essentials for Italian cuisine. The result: department. Many of these features were inspired by refrigeration equipment to greatly reduce energy and a coherent and appealing ecosystem. customers. environmental impact.

Car park Large and brightly lit with The Carrefour store proper signage, the car park An attractive range of food and must welcome customers non-food products at the best prices KEY STEPS and allow a smooth fl ow in an impeccably arranged store, of traffi c, in total safety and with broad, brightly lit aisles staffed ALONG THE with no wasted time. by dedicated employees. Access Shopping centre CUSTOMER Effective signage Access a dynamic offer and a transport with the fi nest shops PATH network optimised and innovative services, for easy access in a friendly and relaxing to the site. environment. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 16 2014 annual activity and responsible commitment report – 17 ANTICIPATE GROW RENOVATE

What was the guiding every parameter How have customers principle for (including design, responded? JOINT the renovation? materials, lighting and L. B.: Feedback has been Anticipate, INTERVIEW Ludovic Boudet: signage) to offer greater very positive. There has The shopping centre comfort and accessibility been real enthusiasm and AN ECOSYSTEM renovation was based to our customers. This an increase in store traffi c. on the close ties and has been achieved Shopkeepers are delighted grow, TO BENEFIT the relationships that we everywhere, from arrival to have a more appealing have established with our to check-out, from the shopping centre. CUSTOMERS customers over the years. car park to the shops. P. M.: And our employees With the creation of Carmila, Based on the central What was are very pleased to work renovate, Carrefour has enhanced the theme “A sense of the end result? in such an attractive dynamics of its commercial family”, we wanted P. M.: The result was a environment. You can ecosystem by simultaneously to create an inviting, harmonious and inviting feel it in the energy modern and colourful and enthusiasm shown it’s… renovating its shopping centres, shopping centre and environment that each day. stores and car parks. This has hypermarket, colourful appealed to all of and well-lit with excellent resulted in friendly and attractive our customers, both centres that offer comfortable sales traffi c fl ow, minimal Targeted growth Renovated stores children and adults. waiting time at check-out, areas, attractive and connected Carrefour is expanding its and shopping centres Patrick Mal: We as well as spaces and retail environments, and services reconfi gured every DID YOU geographical coverage As part of an ambitious departments that by developing its store network modernisation plan, Carrefour best tailored to meet customer space and redesigned encourage customers KNOW? needs. Proof of this is the recently to shop. in both its mature and emerging is renovating its assets to create renovated Nice Lingostière L. B.: Everything was Carmila was formed markets, directly or through inviting, practical and lively retail shopping centre in France. Ludovic Boudet done so that each by Carrefour and well-established partnerships. outlets within territories. Car parks, investors in 2014 Shopping centre customer feels welcome shopping centres, stores… director to enhance the and completely at ease. shopping centres Stores for every customer Everything has been reviewed “The shopping centre adjacent to Carrefour The product mix was Carrefour invests in all of its formats for comfort and an enjoyable More information on and the hypermarket modernised, the shops hypermarkets in www.carrefour.com shopping experience. mutually enhance are more visible and we France, Spain and Italy. and channels (hypermarkets, With 180 sites at supermarkets, convenience stores, their appeal. created a number of lively year-end, it combines It’s a virtuous cycle.” and entertaining areas, the full range of cash & carry stores and on-line Strong roots in the local equipped with Wi-Fi expertise needed commerce) to provide its customers community hotspots, where to enhance the appeal with a wide range of solutions In every country, every region of these shopping our customers can chat, centres, including adapted to their different lifestyles and every town, Carrefour stores play work or enjoy a drink. marketing, centre and shopping patterns. an active role in local development management, through employment opportunities, sales and portfolio management. planning and partnerships with local Carmila relies on producers – the multi-local model Patrick Mal Carrefour Property, creates value for everyone. Hypermarket a wholly-owned director subsidiary of Carrefour that owns store “The customer buildings and car parks, experience and to develop a quality the customer customer path and a renovation/expansion path guided our programme in relation entire project.” to the stores. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 18 2014 annual activity and responsible commitment report – 19 MEET Customers are our top priority. So we meet with them and constantly listen and analyse their needs and expectations to better understand and anticipate their changing lifestyles and consumption habits. SELECT Choosing the best This attentiveness allows us to developdevelo p for customers and offering a quality an attractive product mix that is tailored selection means we must consider to the market.marke t. a number of factors, including choice ME ET of supplier, price and quality of ingredients, manufacturing processes and methods, respect for environmental and labour SE LECT standards, transport… PUR CHASE PURCHASE Working with our suppliers, we prepare specifi cations and detailed partnership agreements that establish respective requirements and obligations and set a fair price for everyone.

DOING OUR JOB WELL WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 20 MEET SELECT PURCHASE

What is your role How do you identify What are some LISTENING Celio Ribeiro de Carvalho Developing at Carrefour? customer expectations? recent changes in TO CUSTOMERS Dairy buyer With my team, we defi ne Listening to customers your business? (Brazil) strategies for the various is fundamental. We Our work has become TO MAKE Christine Aroux “Since 2000, a product product families in terms achieve this through increasingly targeted THE RIGHT Dairy products manager the consumption of yoghurt of product mix, prices, a number of to adapt the product mix (Europe) has almost tripled in Brazil, mix, promotions and complementary tools to a wide range of DECISIONS “Consumers are looking for mainly because of a profound merchandising. Starting which include analysis customer and consumer healthy, natural and authentic change in consumption habits. From Buenos Aires from in-depth studies of customers’ purchases, types. This demands products, as well as ‘treats’, as can For this, we have expanded a perfect of customer expectations, round tables, on-line good communication to Bucharest, specific be seen with the growing the range of products and following an analysis qualitative studies, with store teams, along desires and tastes are popularity of pastry desserts. we offer in-store. Greek yoghurt, of the category’s consumer panels and with careful orchestration a question of culture. Innovation stimulates the market. especially, is very popular blend performance indicators, feedback from store of a wide range of skill In every country, Carrefour We recently launched ‘Mon Encas’, in Brazil, for its taste, texture we negotiate with teams. We also attend sets, ranging from Category director responsible teams understand a high-protein, low-fat yoghurt, and health benefits.” manufacturers to increase a number of trade purchasing to sales consumer habits and and are preparing for for 8 product families – sugars, sales in each department exhibitions to identify development to logistics. flour, desserts, baking supplies, preferences, which is the in-store arrival of a Bresse by revising the product the latest consumer Everyone’s contribution why they can choose soft cream cheese under compotes, fruits in syrup, organic, mix, quality and price trends. And of course, is important in order to the Reflets de France label.” diet –, Natacha Simonet calls position, and by we listen to our suppliers, offer the right products the best products. upon a wide range of expertise suggesting innovations. who are experts in their to our customers. One example: yoghurt. to anticipate customer demand We also handle the fi elds and offer a wealth and offer the best products development of of information. in stores. Analysis. Carrefour-brand What are products, which some examples? supplement our offering Whether it concerns and respond to compotes in individual A WIDE Cristina Ersen consumer demand. packs, organic and INTERVIEW RANGE OF Fresh products buyer gluten-free products, EXPERTISE (Romania) we always listen to our “Yoghurt consumption customers and suppliers, is gradually increasing seizing opportunities to A category director relies on many in our country. expand into new sectors. skill sets within In 2014, Romanian In this way, we can rapidly the company, consumers enjoyed Greek Simona Vimercati change our product mix including purchasing, yoghurts as well as yoghurt Yoghurt and milk buyer to satisfy our customers. sourcing, product managers, quality drinks and health products. (Italy) control, packaging, We also reworked the Luciano Maffeo “The taste of Italian customers marketing, pricing, category of Carrefour brand Yoghurt sales manager for healthy and natural Natacha Simonet legal, merchandising products by improving (Argentina) and store operations. products is growing rapidly. Category director The relevance of recipes and by introducing “Consumers are looking We have just launched “With my team, in-store offering a packaging which refers for innovative flavours and textures. a white yoghurt with whole milk, we define strategies depends on good to Romanian traditions. They want to be surprised. from biodynamic agriculture for the various product working relationships It is a great success on They are also looking for the best price. in a larger size. It was important among these the shelves.” families in terms businesses. To satisfy their expectations, for us to follow this trend of product mix, prices, we offer new products that to meet the expectations promotions and make yoghurt enjoyable of our customers.” merchandising, at any time of day, for dessert, to improve the category’s a snack or as a substitute for performance.” sweets and ice cream.” WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 22 2014 annual activity and responsible commitment report – 23 MEET SELECT PURCHASE

1. In the Brazilian state of Paraná, 4 5 Seu Antônio prepares to harvest his fi eld of black beans. This farmer works with Kicaldo, one of Carrefour’s supply partners, which helps him to improve production and provides outlets for his products. 2-3. The experts at Kicaldo, which promotes family farming as a guarantee of product authenticity, visit Seu Antônio’s operation to check the quality of the ripened beans. Black beans are harvested, hulled and loaded 1 onto Kicaldo lorries. 4-5-6. At Kicaldo’s facility, the 2 beans are washed, strained and packaged in strict compliance with environmental standards established with Carrefour. No additives or chemical products are used. The route from harvest From to store shelves is short and direct, 6 ensuring that customers receive 7 fresh, quality products at a low price. 7. At the Carrefour hypermarket in the producer Limão, Luis Fabiano Xavier Araujo, manager of the grocery department, displays all the ingredients of feijoada on the same stand. to the store A good way to make shopping easier for his customers Selecting the right product means while showcasing the quality choosing the right partner. In every of Seu Antônio’s harvest! country, Carrefour teams travel the region seeking the best professionals, and support them in the manufacturing 3 and marketing of their products. Win-win partnerships illustrated by the black bean, which is a key ingredient of the Brazilian feijoada . A speciality of black beans and pork simmered together, feijoada is a traditional Watch the video on www.carrefour.com Brazilian family meal. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 24 25 MEET SELECT PURCHASE

DATA Doing A RELATIONSHIP BUILT ON TRUST a sustainable Carrefour and its suppliers make a long-term commitment job well to ensure high-quality and Support for local products sustainable sourcing. Carrefour promotes locally-sourced products and traditional A relationship built on trust foods, relying on the know-how of local producers. For example, To safeguard the ability As a key player in the global economy, At the same time, the Group implemented that benefits customers. Carrefour has joined forces with nearly 10,000 companies in to offer the best products Carrefour is well aware of its social res- an energy-effi ciency policy to reduce its Spain. In France, during 2014, Carrefour decided that all seasonal ponsibilities. The Group is committed to consumption and limit greenhouse gas vegetables sold in its stores would be grown in France. to its customers, Carrefour is committed to sustainable an ambitious approach to sustainable emissions. For example, Carrefour took development across its development, with quantifi objectives the opportunity during its store reno- and an annual assessment of its results. vations to invest in the very latest low- entire value chain. Support over the long term Its approach to retail and its economic energy equipment, such as closed In addition to multi-year contracts that lend visibility to their model are closely tied to the availability refrigeration systems, energy-effi cient investment projects, Carrefour helps its suppliers to improve and renewability of natural resources, lighting and transcritical CO cooling their practices through a self-assessment tool. Exemplary 2 suppliers or those who adhere to noteworthy practices are the quality and quantity of agricultural facilities which have 3,900 times less recognised each year with Carrefour supplier awards. production, as well as consumer purcha- impact on global warming than conven- sing power and confi dence levels. The tional refrigerants. Thus, Carrefour is the Ethical and social audits Group has incorporated these challenges fi rst French retailer to receive ISO 50001 Suppliers of Carrefour products agree to comply with to sustainable development into all of its certifi cation, an international standard Carrefour’s supplier charter, drawn up in partnership businesses, across its entire value chain, that recognises performance in energy with the International Federation of Human Rights (FIDH). including purchasing, logistics, quality, management. Their commitments are audited on a regular basis by the Group and by independent bodies. store management and property. Its The measures go hand in hand with its 5,931 actions are built around three main prio- on-going solidarity policy: products with- CARREFOUR BRANDS PRODUCT rities: fi ghting against all forms of waste, drawn from sale for reasons unrelated SUPPLIERS USED THE CSR SELF-ASSESSMENT TOOL protecting biodiversity and helping stake- to quality are distributed to associations DURING 2014 holders take a more responsible approach, such as Food Banks, of which Carrefour is thus extending the effects of its own actions. a leading private partner. … 1,508 SOCIAL AUDITS Consume responsibly CONDUCTED IN 2014 SUPPORT FOR SME! to avoid wasting resources To reduce its environmental footprint and ensure the sustainability of its activities, Carrefour is a loyal partner to over 4,000 small- andan medium-sized enterprises in France. Carrefour has implemented a global plan DuringDu 2014, the Group strengthened this special to tackle waste in every fi eld, including st 1,800 relationshipre by developing initiatives to support products, packaging, water, energy and FRENCH RETAILER WITH SMALL- AND MEDIUM-SIZEDUM-SIZED theth Group’s smaller suppliers: an accelerated 1 transport. The Group has led a concen- ISO 50001 CERTIFICATION REGIONAL ENTERPRISE PARTNERSART NER S listingli process through the stores, completed FOR ITS ENERGY-EFFICIENCY POLICY OF CARREFOURR SPAINSPAI N withinwi 10 days for local producers; introduction trated effort to fi ght food waste and has of a specifi c 1- to 3-year contract to give greater deployed a wide range of solutions in its vivisibility to SMEs; closer ties between stores stores to improve its effectiveness. anand SMEs, especially through clubs and regional exexhibitions; and helping SMEs export their prproducts through the Carrefour distribution network. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 26 2014 annual activity and responsible commitment report – 27 MEET SELECT PURCHASE

Protecting biodiversity healthy and varied feeding, and so on. It is not only a question of limiting the Free-range chickens, and eggs produced consumption of natural resources, but without antibiotics, are prime examples Meet, also protecting the ecosystem’s ability to of Carrefour’s approach. The product regenerate. Carrefour teams therefore lines support and promote exemplary encourage more responsible sourcing suppliers and help them expand their practices. For example, they are com- practices while proving the economic select, mitted to sourcing primarily certified viability of agro-ecology. wood and paper and sustainable palm oil, and to limiting the use of products that Working in partnership contribute to deforestation. Carrefour is with all stakeholders purchase, also committed to the protection of fi sh Carrefour strives to create local, national stocks, promoting fi sh sourced from eco- and international dynamics with all of its certifi ed fi shing and aquaculture, while stakeholders, including suppliers, custo- halting the sale of deep sea fi sh. In most mers, public authorities, associations other retailers, communities, associations it’s… countries, for over 10 years, Carrefour- and professional bodies in order to expand and professional bodies are supporting a brand products have been guaranteed the scope of its actions. set of eleven measures. GMO-free. The Group also uses its For suppliers, Carrefour gives preference to These partnerships are driven by the same A forward-thinking approach A partnership-based approach Carrefour Quality Lines, which involve multi-year partnerships which incorporate conviction: a company can best address Carrefour maintains an on-going to suppliers over 21,000 producers and breeders environmental and social requirements environmental and societal challenges worldwide, to test and expand the use into efforts for constant improvement. when it can mobilise a broad coalition of dialogue with its customers, Carrefour works with its suppliers under of agro-ecological practices, such as Carrefour also relies on long-term coope- experts and ambition. and monitors trends, technical multi-year contracts with rigorous, crop rotation, elimination of post-harvest ration with NGOs and associations to and technological developments detailed specifications. The collaborative treatments, natural means of protec- implement sound, sustainable pro- and consumption habits to better approach gives long-term visibility tion from harmful insects, respect for grammes. For example, since 1997 anticipate demand in order to and enables on-going improvement the growth rates of plants and animals, the Group has been in partnership with the offer the best products. that benefits suppliers, the company International Federation of Human Rights and consumers. (FIDH) to draw up a Supplier Charter that OVER , PRODUCERS21 PARTNERS000 OF CARREFOUR The right product, at the right applies to all of its suppliers. Partnerships QUALITY LINES WORLDWIDE with public authorities further advance price, in the right place Responsible sourcing sustainable development. In keeping with Carrefour stores offer a wide selection Aware of its role and responsibilities the French government’s national pact to of quality products at attractive prices. as an international player, Carrefour combatco food waste, Carrefour and several Development of the product mix, is fully committed to a process that which starts by carefully listening to combines quality with environmental, customers, involves many operational social and societal requirements. and cross-functional skills: purchasing, quality, pricing and logistics. More information on www.carrefour.com Each store, depending on format and location, has an exclusive product mix, selected to best address local needs. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 28 2014 annual activity and responsible commitment report – 29 STOCK Our teams monitor orders and deliveries in real time to optimise inventory levels in the warehouse and manage stores to best match ST OCK customer demand.

TRANSPORT We work across the entire logistics chain to simplify and streamline our distribution channels TRAN SPORT by optimising delivery runs and by developing energy- effi cient transport methods. DIS PLAY DISPLAY In each store, our teams make sure that our products are visible, appealing and consistent, using product displays, promotions, special events and clear labelling.

DOING OUR JOB WELL 3 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 30 STOCK TRANSPORT DISPLAY Warehouse jobs 1 The warehouses demand a wide range of skills, from delivery managers to order processors to quality controllers, working hand in hand 6 with the merchandise teams and stores. Together, they ensure quick, responsive deliveries, product quality and freshness, less kilometres driven, and low CO 2 emissions. Focus on several jobs in the warehouse of Le Rheu (France).

2 4

3 5

7

1. Team leader 4. Order picker The team leader is in charge Essential to a fast, smooth of storage and preparation, delivery process, order pickers and ensures compliance prepare store orders and with health and safety makes sure the merchandise requirements, costs and arrives at the loading docks. deadlines. The team leader 5. Quality controller also makes sure that and approver warehouse operations are Quality controllers carry out effi cient and sustainable. the necessary checks 2. Forklift truck operator and analyses to guarantee The operator handles merchandise quality the stocking and unstocking and safety. of merchandise in the warehouse. 6. Packaging operator 3. Receiving Packaging operators handle and certifi er agent the placement, assembly The receiving agent checks and clamping of merchandise the conformity of in-coming for transport, and organise merchandise and allocates the recycling of various types loading docks. At the end of waste. of the process, the shipping 7. Delivery manager certifi er agent checks the Delivery managers plan conformity of products to and optimise delivery runs be delivered to stores. (upstream and downstream) and oversee quality. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 33 STOCK TRANSPORT DISPLAY

Road DATA TRANSPORT Rail IN ALL River ITS FORMS Carrefour takes action at every level of its 9,454 TONNES OF CO 2 SAVED THANKS logistical chain to reduce TO ROAD ALTERNATIVES LOGISTICS its environmental AND OPTIMISATION Optimising logistics IS THE footprint while providing Fewer lorries on the road means lower CO 2 BEDROCK OF better service to its emissions. To achieve this, Carrefour acts at customers. many levels: improving delivery vehicle fill rates, CUSTOMER optimising lorry rotations, improving pallet design, consolidating deliveries with suppliers, SERVICE and so on. In every country, Carrefour adjusts its Jaume Bonet Farras Innovating in transport logistics chain in order Supply Chain and IT director 1 TONNE to provide the best Carrefour Spain OF ORGANIC WASTE Carrefour encourages the development of local ENABLES A HEAVY GOODS initiatives and is testing methods to convert organic product availability, “Our logistical system VEHICLE TO TRAVEL ALMOST waste from its French hypermarkets into biomethane. while ensuring flow, is the bedrock of 250 KILOMETRES WITH The fuel is then used to run delivery vehicles. BIOMETHANE This laudable solution reduces CO emissions responsiveness, customer service and 2 is based on three by 90% with no fine particle emissions. competitiveness 2. An optimised 3. Cutting-edge and environmental principles: maximised supply chain technologies product availability Developing efficiency. Carrefour focuses A number of innovations alternative solutions Example in Spain. on shelves, optimised its efforts on high are being used by logistics inventory levels and The Group also develops energy-saving value-added tasks: platform teams, including guaranteed supply-chain 6% solutions in its warehouses and multi-modal 1. A multi-format fl ow management, an automated preparation REDUCTION transport solutions, using river and rail approach efficiency.” IN THE NUMBER OF in combination with road. order management, and extraction system, KILOMETRES DRIVEN IN In Italy, 3,000 combined rail/road shipments Fresh products, dried product quality control, radiofrequencies (RFID), FRANCE IN ONE YEAR were already carried out during 2014. foods and non-food optimised delivery order preparation using products are delivered rounds and delivery fi ll voice recognition software, to hypermarkets, rates. These lead to and so on. They improve supermarkets and a three-fold benefi t: traceability of merchandise convenience stores on-time delivery and improve the supply through a network REDUCING NOISE IN CITIES to stores, optimised chain fl ow and 13% of 11 multi-format inventory to ensure responsiveness, allowing REDUCTION IN CO 2 EMISSIONS platforms. The logistics product availability, rapid response to store PER TRANSPORTED PACKAGE Carrefour has undertaken the Certibruit certifi cation are designed to be as and minimised cost demands. process to minimise noise pollution from its delivery IN FRANCE IN ONE YEAR vehicles in urban areas. So far, nearly 150 “quiet” close to stores as possible, and environmental delivery lorries meeting Piek technical standards allowing greater fl exibility, footprint. are operating in France, reducing maximum noise responsiveness and levels to less than 60 decibels – equivalent competitiveness. to normal conversation. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 34 STOCK TRANSPORT DISPLAY

What are the keys Then, we promote them How do you anticipate to a successful product through attractive customer demand? display? product displays by Quite simply, we talk to Stock, INTERVIEW Shelf placement is of highlighting promotions, them. These discussions primary importance. special deals and always give us new ideas Above all, it depends on tastings of seasonal and important insights Bringing effective management products. into what they want. We transport, of orders and deliveries. How do you attract also have tools available, As soon as the store customers and build such as consumer our stores opens, the different loyalty? panels, historical sales departments are fully Carrefour’s product mix data and the website display, stocked and ready makes the difference! satysfakcja.carrefour.pl , to life to receive customers. Fresh-squeezed fruit which gathers opinions Along with the team, juices, organic from thousands of What makes a store’s product we ensure that the customers. I also go it’s… vegetables, bread baked mix appealing? Striking the products are appealing to the local markets right balance between offering on-site and products and well-presented, from the Carrefour at least once a week, quality and an effective display, emphasising their quality, Quality Lines (Jako ść z which is a great source responds Jerzy Sieradzki, freshness and price. of inspiration. Logistics that serve customers Ever-increasing selection Natury) are among Carrefour constantly invests in in stores fresh produce manager In each department, the new offerings we at the Carrefour Wileńska we try to make shopping optimising its logistics chain to The efficiency of logistics teams and successfully introduced achieve the best customer service in the location of warehouses near hypermarket in Warsaw (Poland). easier for our customers in 2014, to the delight Selected excerpts. by classifying products of our customers. all of its banners, with well-stocked stores enable Carrefour to respond according to their family Of course, the display stores offering a wide selection, quickly to demand and ensure or use. must be accompanied MAKE guaranteed freshness and quality, smooth delivery of products. by a strong employee SHOPPING and low prices throughout the year. presence to properly EASIER! A clear, lively off ering Jerzy Sieradzki inform and advise our Carrefour Wileńska hypermarket More responsible transport Department managers and their customers. Find items quickly, (Poland) learn about prices Optimising delivery runs and capacity teams are not only responsible “I work on the presentation and promotions, in its lorries, making use of rail and for orders, inventory and restocking, of the products to emphasise taste some samples, river transport, developing lorries that but also for displaying offers feel the urge to buy… their quality, freshness The arrangement run on biomethane, etc. Carrefour and promotions, accurate and as well as their price.” on store shelves, uses different means to maximise comprehensive labelling, visibility the choice of display energy efficiency in its logistics chain and events within the department. units, events, signage and and reduce its environmental decorations are footprint. some of the many ways of highlighting the quality and the competitiveness of the store offering. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 36 2014 annual activity and responsible commitment report – 37 GUARANTEE Carrefour works with its suppliers to develop stringent, detailed specifi cations to provide customers with the TRACK We establish full highest quality and freshness. traceability throughout Compliance is ensured through the process up to the sale regular audits and comprehensive so that customers are aware quality controls. of product origin, authenticity, safety and quality of our products. TRACK GUAR ANTEE PRO TECT PROTECT Purchasing, quality, store management and transport. The need to protect the environment and biodiversity is integral to all of our activities. We have implemented measures to extend this requirement to all of our suppliers.

DOING OUR JOB WELL 4 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 38 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 - WorldReginfo 41 . and and Maquis Maquis We only only We sells three three sells threatened threatened through this this through Bastien Bizon also supports supports also all conducted conducted all de Printemps, Printemps, de Institute for the the for Institute (southern Corsica) of transhumant, transhumant, of work in naturally naturally in work By supporting the the supporting By physico-chemical physico-chemical Châtaigneraie beekeeping sector sector beekeeping Miellats du Maquis du Miellats and Origins (INAO). (INAO). Origins and content, sugar, etc.) etc.) sugar, content, “We practice a form form a practice “We flowering wild areas areas wild flowering of our six varieties of of varieties six our of by France’s National National France’s by by bee mortality and and mortality bee by biodiversity, which is is which biodiversity, pastoral beekeeping. beekeeping. pastoral and sensory analysis, analysis, sensory and is submitted for both both for submitted is Watch the video on video the Watch www.carrefour.com each of these varieties varieties these of each partnership, Carrefour Carrefour partnership, Designation of Quality Quality of Designation that are pesticide-free. pesticide-free. are that analyses (pollen, water water (pollen, analyses Beekeeper in Poicia Rossa Beekeeper in Poicia Corsican honey: honey: Corsican the drop in pollination.” in drop the To begin with, Carrefour Carrefour with, begin To After they are harvested, harvested, are they After of of cal cal 1 EXAMPLE OF CERTIFIED-ORIGIN AOP, HONEY RAW honey Corsican of Line Quality Carrefour The is fully incorporated into the in launched 2014, protecting to supportapproach plan Group’s for the French with beekeeping, consistent andCorsi- is helps make commitment markets, Carrefour’s new to biodiversity. access gain beekeepers can deve- professional their continue to investments them helps also It criti bees. a more – breed and lopment environment the of quality the protect quality to the and bees their of health the in factor honey. their z

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Natury Carrefour Natury sourced are products local small from who producers sustainable practice farming. Launch of 6 new new 6 of Launch product traditional cheese, Herve lines: cheeses, abbey pork, traditional Blauwe ham, braised Vlaanderen van Zeeland meats, mussels. Launch of a Carrefour Carrefour a of Launch for Line Quality Ji-Fong farming a by grown that cooperative outstanding uses agro-ecology practices. of Rejuvenation Quality Carrefour name the under Lines Jako Carrefour and nature) from the of expansion new with offering lines: product traditional free-range and butter All chicken.

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NEW NEW PRODUCT FOR LINES 2014 Carrefour of Revival Lines Quality name the under natural Huella footprint) (natural of number a for varietals: tomato cherry, red beef, cocktail cherry, yellow etc. plum, vine, Launch of the the of Launch Quality Carrefour the for Line Honey Guanxi has which pomelo, resounding a been among success consumers. trained, are Arborists listed cations and audited specifi on based full ensure that strict traceability, control and usage pesticides, of environmental of use and indicators maturity. at harvesting stores Carrefour production to store, from processing to to processing from store, to production packaging. Compliance withspecifications is theseregularly checked by bodies. independent approach responsible A As part of these partnerships, some exemplary initiatives are underwayagro-ecology, to in practices best introduce protect on biodiversity ban a to and offerregard qualitywith particularly food, GMOs. On one hand, Carrefour Quality Lines traceability full products, authentic offer and outstanding value for money to consumers. On the other hand, and price local fair a from t benefi producers partnership. sustainable a of security the

packagers slaughterhouses, slaughterhouses, Cheesemongers, Cheesemongers, Partnerships with processors Guanxi Honey Guanxi Partnerships Partnerships Cantal Entre-deux AOP, free-range Auvergne chicken IGP, beef, Normandy Bouziguesoysters, pomelos in China, tomato varietals in Argentina… Carrefour Quality Lines combine authenticity, flavour, currently are There quality. and origins local worldwide, Lines Quality Carrefour 552 breeders, resulting farmers, from multi-year partnerships local 21,000 some with encou- is producersapproach The and fishermen,France. in including 18,000 customers. our raged year afteramong year by the growingloyalty and interest cations specifi Strict detailed to subject is line product quali- Each strict contain which cations, specifi require- environmental and social tative, professional every to apply They ments. associated with the product line from and breeders and with producers producers with PROTECT GUARANTEE

TRACK TRACK 40 Fresh, locally-produced locally-produced Fresh, methods products, environment, the respect that long-term and prices fair are These partnerships. of commitments the Lines, Quality Carrefour the today which 1992, in created product 550 than more offer worldwide. lines

HOW DOES A LINEPRODUCT OPERATE? 100% guaranteed 100% 100% fresh, fresh, 100% Quality Lines Quality Carrefour TRACK GUARANTEE PROTECT Quality and safety a question of requirements WITH SUPPLIERS IN WAREHOUSES IN STORES AMONG CUSTOMERS

Product quality and safety are integral requirements at every stage Prior to listing, Carrefour submits At every warehouse, an external For each department, Carrefour Customers’ perceptions and of a product’s lifecycle, from design to its arrival in stores. each new supplier to a full independent body checks, twice a stores have a quality and health opinions play an integral role in Throughout the world, Carrefour teams guarantee the highest level assessment to check its year, that facilities and procedures inspection programme that includes Carrefour’s approach to quality of quality, freshness and safety for its customers. Analysis. compliance with quality, health are in compliance. The quality team specifi c procedures for handled through a number of tools used and safety standards (IFS, BRC) ensures that every link in the logistics products, employee training, to communicate and listen to as well as Carrefour’s specifi c chain is secure and optimised, periodic product quality analysis customers. These include customer Quality expertise is everywhere, in every Results are recorded in a single database, requirements, which vary according including transport, handling, by independent laboratories and service departments, round tables, business, and lies at the heart of each allowing careful quality management and to the product range (such as storage and the cold chain. Quality centralised monitoring of the quality taste tests, use and performance employee’s concerns. Upstream, Group ensuring continued improvement. All of Carrefour Quality Lines, Carrefour controllers and approvers also track record for each listed product. tests and qualitative studies. With buyers work up with quality managers to these actions are part of a comprehensive, Bio, Refl ets de France, etc.). check compliance with specifi cations Carrefour also uses a highly these, quality teams can better select, list and support suppliers, based sustainable and pioneering strategy in a The requirements are the subject and labelling of fresh produce to responsive monitoring system identify customer requirements on strict specifi cations on compliance, number of areas. They follow the example of detailed specifi cations check their freshness, origin and that establishes links to the entire before integrating them into the health, safety and quality. Consumer of own-brand products, which meet high that incorporate all aspects category. Using laboratories installed logistics chain in each country. offering and developing own-brand expectations and demands, as expressed standards with respect to balanced nutri- of quality, including origin of raw in the warehouses, they conduct If necessary, Carrefour can products. Store customers also during panels, taste tests and user tests tion, the ban on GMOs, risky product ori- materials, recipes, production physico-chemical analyses of immediately provide information take part in awareness campaigns are also documented. gins, reduction or elimination of fl avour processes and procedures, merchandise on a daily basis, in to all parties involved and such as the national food security Downstream, stores perform daily checks enhancers, reduction of certain artifi cial and product characteristics. accordance with a sampling plan, initiate a rapid recall procedure. week held at Chinese hypermarkets on the quality of their merchandise and additives, prohibitions on ionisation and In countries classifi ed as “sensitive”, to confi rm sugar levels, product in June, and receive information on are subject to rigorous reporting proce- hydrogenation, and the elimination of Carrefour conducts social audits colouring, pH levels of meat, etc. quality and nutrition through dures, analyses and audits. Across the phthalates in packaging. Customer health of its suppliers to ensure Carrefour product packaging. logistics chain, from supplier to store, and satisfaction are the sole objective. respect for human rights and 45 Carrefour has implemented comprehen- labour rights. Following its listing, IN-STORE LABORATORIES SET UP IN CHINA FOR A DAILY sive quality controls, adapted to every the supplier is regularly audited and its products are checked ANALYSIS OF THE QUALITY product family and range. For example, OF FRESH PRODUCE for fresh produce, logistics teams check in accordance with an annual plan. the cold chain at every level: upstream transport, delivery to the warehouse, storage, order preparation and shipping. 1,508 SOCIAL AUDITS IN 2014 INCLUDING 46.6% FOLLOW-UP AUDITS WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 42 2014 annual activity and responsible commitment report – 43 TRACK GUARANTEE PROTECT

10:00 pm-4:00 am

7:30 am-2:00 pm

8:00 am

5:00 pm From the fish auction 5:00 am-6:45 am to our stalls To offer optimal freshness, 5:00 pm – After crisscrossing the north- Gilbert Vanderlinden 6:45 am – The auctioneer is ready to start 8:00 am – The fi sh reach the Carrefour quality and selection, Carrefour east Atlantic, trawlers reach the port of Fish buyer (Belgium) the sale. With 30 years’ experience, store stalls. Served fresh. “We buy relies on short supply channels. Zeebrugge, their holds filled with rays, “I ensure that all Carrefour Gilbert Vanderlinden confidently exa- as many fi sh in Belgium as possible, for An example is the fish auction sole, fl ounder, prawns, plaice and dogfi sh. stores in Belgium are stocked mines the consignments of fi sh laid on the shortest possible supply chain. beds of crushed ice. Here we go! The bids It’s essential for such a delicate product,” in the port of Zeebrugge, which 10:00 pm-4:00 am – Handlers at the with the highest quality roll across an electronic board. Battling concludes Gilbert Vanderlinden. Carrefour Belgium’s fish auction prepare for the sale. In just a few fresh fi sh. I aim to please our with a dozen wholesale fishmongers, hours, several tonnes of fish are washed, customers. Stores submit specialist, Gilbert Vanderlinden, Gilbert Vanderlinden successfully bids attends three times a week to sorted, checked and stored in refrigerators. their orders and I fi ll them within the deadline. If a store orders on a large consignment of fl ounder. “Out- supply the country’s stores with 5:00 am-6:45 am – Preparations are made fl ounder and they are not standing quality. You can’t miss out on the freshest products. 260 TONNES for the auction. Fish are displayed for of the highest quality, I cancel one like that”. OF FISH PURCHASED IN 2014 the buyers’ inspection. The quality of the BY GILBERT VANDERLINDEN the order. Only the best fi sh 7:30 am-2:00 pm – Once purchased at fish is checked once again. AND HIS TEAM are delivered to stores.” auction, the fi sh are packed on ice, then loaded onto refrigerated trucks and driven to a central warehouse. Upon arrival, their quality is checked yet again prior to transport to the stores. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 44 2014 annual activity and responsible commitment report – 45 TRACK GUARANTEE PROTECT Biodiversity is a priority Track, Carrefour plays an active role in initiatives that promote responsible product lines, while better protecting ecosystems and building value, together, over the long term. guarantee, protect,

Carrefour’s commitments are clear. Fighting deforestation Actions are concrete. In every country A comprehensive policy has been gra- where it operates, Carrefour strives to dually implemented to reduce the supply it’s… reduce its environmental footprint, inclu- chain’s forest footprint, with the goal of ding through sourcing. Carrefour relies achieving zero deforestation by 2020. on its partners’ expertise, in particular the The Group makes sure that its wood and (2) An all-round approach to Guaranteed freshness WWF, with which the Group developed its paper – most of which are FSC -certifi ed – quality and safety Fresh products are essential in marine and forest conservation policies. are fully traceable, ensuring sustainable forestry management. It has also elimi- Product quality and traceability our offerings, and are always Protecting marine resources nated the use of palm oil in more than are guaranteed by Carrefour’s a focus of our attention. Quality When sourcing seafood products, Carre- 400 of its own-brand products and, where all-round approach, from design and temperature checks are carried four considers the sustainability of marine elimination is not technically possible, to shelf. It is based on exacting out in each country, every step resources through, for example, its choice committed to the use of sustainable, CARREFOUR QUALITY partnerships with suppliers, with of the way (production, loading and of species or by relying on certifi ed pro- RSPO (3) -certifi ed palm oil. LINES, A LABORATORY certified processes and checks at unloading, transport and display) ducts that guarantee sustainable fi shery. FOR AGRO-ECOLOGY every phase of the product lifecycle. to guarantee cold chain compliance. The Group therefore decided to halt the Protecting local biodiversity An all-round approach that builds sale of certain deep sea fi sh and deve- To respect the diversity of local plant life, By forging special protection customer loyalty. loped fish products certified by the the Group has established a landscape relationships of biodiversity: Protecting natural resources MSC (1) . Carrefour has also supported the charter for the layout of its stores, whose with more than crop rotation, Carrefour aims to fight against 21,000 farmers, no post-harvest efforts of the From Nord fi shery in France goal is to transform them into biodiverse breeders, the waste of resources and to protect to have its sole product line evaluated by areas. There are a growing number of fi shermen and chemical biodiversity through its purchasing MSC. If successful, it will be the first local initiatives to install beehives and producers treatment of fruits and sourcing policy and its quality- and vegetables, French sole fi shery to become certifi ed. plants in car parks, on rooftops and in and relying on their know-how, no antibiotics; safety-traceability approach. This is areas around the stores. Gardening Carrefour has feed quality: in line with consumer expectations, products in stores now offer soil protection, introduced no GMOs, ban with clear objectives which are daily and Carrefour-brand products are demanding on animal proteins, supported by employees. glyphosate-free. specifi cations grazing of farm to support the animals; development of agro-ecological animal welfare: practices: free-range farming methods, transport conditions, etc.

(") Marine Stewardship Council. (#) Forest Stewardship Council. ($) Roundtable on Sustainable Palm Oil. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 46 2014 annual activity and responsible commitment report – 47 OFFER CHOICE We offer a wide and varied selection in every product family so that every customer can fi nd the item that suits their taste, budget, preferences and current needs. OFF ER CHOI CE ADAPT Our stores develop product and service offerings that suit local customers’ expectations and today’s changing lifestyles. Our teams listen to customers, anticipate their needs and adjust our store INNOVATE shelves accordingly. In line with our retail mindset, we invent, create and test new products and AD APT services, sales areas, sales channels, concepts and INNO VATE store formats every day. DOING OUR JOB WELL 5 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 48 OFFER CHOICE ADAPT INNOVATE

STORES A product OFFERINGS To satisfy customers worldwide, Carrefour mix tailored relies on fundamental principles: a wide selection, the best prices and impeccable to local quality. Fresh produce Fruit and vegetables, meat, cured meats, expectations cheeses, etc., fresh produce is at the forefront, Who better than store teams In your opinion, what are How do you tailor your product mix? Dan Nazarcu What initiatives do you have available through the hallmarks of a store that G. G.: As the manager of a supermarket Director of the Carrefour Colentina to reach customers? self-service or at to understand customers, hypermarket (Romania) the counter, requiring meet their expectations and draws customers? in the city centre, I spend 90% of my G. G.: We regularly support sports clubs our employees’ Gabriele Ghelli: In Italy, customers are time in the store and know my custo- “Our fresh products department and schools in Bologna. We provide full attention surprise them? They have has a strong regional character, a lot of autonomy to develop very attached to local culinary traditions, mers personally. It’s a friendly atmos- Carrefour-brand products for their and know-how. fresh produce and local products. In phere, and from time to time we even especially the bakery, outings and events, which are always attractive and competitive Bologna we still prefer la pasta fatta in go for a coffee together. It’s the best the confectionery, the butcher greatly appreciated, and invite our local Local products local offerings. Testimonials casa, home-made pasta. Our city-centre way to understand their expectations, and the cheesemonger.” suppliers to take part. This creates inte- Carrefour has by Gabriele Ghelli, manager supermarkets must be as inviting and which I then share with the section rest and curiosity about our store and always preferred of the local sourcing. In fact, friendly as local neighbourhood mar- manager and regional director. Our helps us attract and earn the loyalty of nearly 75% of all in Bologna (Italy) and kets. We regularly organise showcases responsiveness allows us to establish new customers. Carrefour-brand food Dan Nazarcu, director and tastings for wines, fresh pasta, new offerings in less than a month. D. N.: Every team at Carrefour is involved. products come of the Carrefour Colentina cured meats and cheeses, from Bologna D. N.: Our fresh products department has We have formed working groups that from local suppliers. hypermarket in and other regions of Italy. These events, a strong regional character, especially include both local and national teams to Bucharest (Romania). organised by an enthusiastic team, give the bakery, the confectionery, the butcher drive innovation. The best ideas are tested Consumer goods life to the store. and the cheesemonger. For example, in one or two stores and, if the results are From health and beauty products Dan Nazarcu: Our hypermarket, located in response to local customer tastes, we introduced a barbecue range that promising, we expand them on a regional, includes around sixty different meat to beverages and in the northeast of Bucharest, caters to or even a national scale. groceries, Carrefour’s JOINT the tastes of a very diverse clientele. specialties. All of these departments are selection includes INTERVIEW Given the cultural and religious diversity, clearly marked with specifi c signage that both national brands we need to offer products that refl ect the provides information on product origin. and Carrefour-brand products. tastes of each community. In all sectors, How do you select local products? our customers want choice and low G. G.: When I want to add new listings in our Non-food products prices. They are also looking for the latest store, I talk with the teams in charge of Carrefour offers products. We organise events with Gabriele Ghelli products and we contact local producers. products that meet specifi c decor and signage, along with Manager of the Carrefour market We currently work with nearly 850 suppliers. customers’ essential tastings and promotions. During 2014, in Bologna (Italy) D. N.: In Romania, Carrefour introduced a needs: textiles, DIY, we organised 47 events in all of our “Most of our customers shop national programme to help establish bazaar, household products and departments, including tomato, melon, every day, so they build contact between our buyers and farmers, appliances, and smoked fi sh and cake fairs. We also have close relationships breeders and artisans. Last year, we sig- multimedia. large seasonal non-food departments with store employees.” ned over 200 contracts with Romanian such as recreation, garden furniture, fruit and vegetable producers. We plan to gardening, plants and fl owers. renew this campaign in 2015. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 50 OFFER CHOICE ADAPT INNOVATE

Tex (France/China) Throughout the year, our teams design, test and develop products Tex natural range Carrefour is breaking new ground, offering (France) its fi rst Tex Spring/Summer 2014 collection that meet customer expectations. Carrefour innovates in every sector to Chinese customers. The brand, which offers Launched in partnership with the WWF, the best value/design/price on the market, to offer quality products at the best prices. this range of household linen made is also expanding in France with the launch from certifi ed organic cotton of a Tex Sport line and capsule collections. is hypoallergenic and free of dyes Some examples or chemical processing. Les Cosmétiques Design (France/Romania) Sold exclusively in Carrefour stores, “Jakość z Natury” Les Cosmétiques Design Paris of innovation product line is now available in Carrefour chicken Romania, and continues to expand (Poland) in France with the launch of GMO-free products Launched at the end of 2014, 16 sunscreen products and 3 product lines for men. (Taiwan) this free-range chicken meets high quality standards Carrefour has launched a new range and strict specifi cations, of GMO-free traditional snacks including guaranteed traceability, to meet growing demand among GMO and soy-free feed, Taiwanese customers. and slow maturation.

Viver fruit juices Design by Carrefour (Brazil) ice cube tray Refl ets de France Viver, Carrefour Brazil’s range (France) (International) of health foods has expanded its At last, a practical and ingenious ice cube tray! Over 30 new regional products in 2014, product range to include delicious Developed by Carrefour teams for splatter-free easy such as Mogettes de Vendée IGP peach, grape and guava juice fi lling and with a space-saving design, it protects (mojette beans). The success in France in different formats ice cubes while allowing easy removal. has been joined by an enthusiastic response (1 l, 1.5 l, 200 ml). in other Group countries where French cuisine has been highlighted. Carrefour products (Argentina) A new packaging and a simple and effective advertising slogan: “The quality you want “Carrefour Quality Line“ eggs (France) at the price you want”. Discover A range of over Free-range chickens are raised all the Design 1,200 products and without antibiotics and exclusively fed Mon Encas by Carrefour innovations every day! with GMO-free plants grown in France. (France/Belgium) innovations A new phase in the Carrefour Quality With the introduction of Mon Encas , Line approach, working with exemplary Carrefour is the fi rst retailer to offer an French breeders who use own-brand product in the new high-protein, agro-ecological methods. 0% fat yoghurt segment. Available in three fl avours (strawberry, raspberry and mango), Mon Encas is nutritious, delicious and attractively-priced.

Bon app’ L’envie du jour (France) Organic fair-trade bananas A fresh quality snack (France) with original recipes. For delightful lunch breaks. Grown organically, these bananas are also Food lovers take note! De Nuestra Tierra a fair-trade product, sold under the (Spain) Fair Trade/Max Havelaar label. This range of traditional and gourmet products A good way to support responsible production developed by local Spanish companies has been while offering unparalleled fl avour. revived. Authenticity and fl avour join forces. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 52 2014 annual activity and responsible commitment report – 53 OFFER CHOICE ADAPT INNOVATE

SAVINGS Throughout the world, Carrefour gua- Throughout the year, customers of THROUGHOUT THE YEAR rantees competitive prices on all of its the Group’s banners also benefi t from In Brazil, Carrefour In Taiwan, Carrefour Low prices products every day. The “Guaranteed targeted promotions and exclusive loyalty has publicly committed celebrated its Lowest Price” runs in France, covering programmes. For example, in Argentina, to guarantee the lowest 25 th anniversary with 500 everyday national brands of food, Carrefour celebrated its 32 nd anniversary prices on the market, a series of exceptional for everyone hygiene, cleaning, perfume and cosmetic with a major promotional event offering otherwise the difference is promotions, and products. During key events throughout massive discounts, publicised through a immediately refunded at strengthened its emotional Guaranteed low prices check-out. A commitment bond with its customers throughout the year on national the year (holidays, back-to-school, large-scale advertising campaign. faithful to the banner’s through a new campaign brand products, affordable year-end celebrations, etc.), this commit- slogan: Faz a conta. focused on happiness. Carrefour brands, promotional ment also covers several hundred more The best selection Faz Carrefour (Do the sums. Come campaigns, loyalty card benefits… products, including school supplies, fuel, at the best price Carrefour launched games and toys. The commitment is to Carrefour). a widespread campaign Every day, Carrefour strives Carrefour relies on its fundamentals always the same: to refund twice the – long-standing supplier relationships, in Spain, Todo cuenta to guarantee the best prices. difference if a customer fi nds a lower The “Guaranteed (Everything counts) to listening to customers, control of costs Lowest Price” in France highlight the banner’s price elsewhere. and the supply chain, commitments to covers 500 national brand many advantages, quality, safety and product origin – to offer products throughout such as year-round low A wide, varied selection the best selection at the best price. the year. It is periodically prices, customer loyalty In addition to its low price commitment Stores have a certain degree of inde- extended to fuel, school programmes and on national brand products, Carrefour pendence to tailor their pricing policies to supplies during the back- VAT refunds. works hard to stretch customers’ bud- to-school season, and the local market. They are a driving force games and toys during gets by developing a wide, varied selec- Customers in Belgium in establishing short supply lines and the Christmas season. are certain to fi nd good tion of own-brand products: Carrefour, long-term partnerships with regional deals with the Le moins Carrefour Bio , Carrefour Kids, Refl ets de producers to offer fresh, local products at cher (The least expensive) France, Terre d’Italia , etc. – a host of the best price. label. It appears on a low-priced product lines that meet the selection of 400 everyday banner’s quality commitments. products, sold at unbeatable prices in their categories. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 54 2014 annual activity and responsible commitment report – 55 OFFER CHOICE ADAPT INNOVATE

DATA

ALL CARREFOUR Mobility IN ONE CLICK! Practical and easy-to-use mobile applications let customers shop, take advantage of Thanks to the multi-channel exclusive offers, access accounts or fi nd solutions offered by Carrefour, a store. A mobile version of Carrefour! customers can shop where they want, when they want, Social networks from their smartphone, Carrefour listens closely to its customers and tablet or computer. A simple, has expanded its social network presence A SIMPLE, hypermarket, practical digital service that in a number of countries with one single aim: supermarket or be responsive, engage with, surprise and inform EFFICIENT convenience store. gives full access to the store customers. AND FREE Customers in just one click. can choose SERVICE! from 8,000 toys, multimedia E-commerce products, household +55 % Carrefour has developed a range of sales Since October The Group’s various e-commerce sites provide VISITS ON CARREFOUR appliances and MOBILE APPLICATIONS channels to provide the highest level of 2014, Carrefour has access to all of Carrefour’s products at highly video games IN FRANCE DURING 2014 Order service to customers so they can optimise further expanded with free collection competitive prices. They offer discounts, (VS 2013) its click & collect within 48 hours. great deals and on-line services such as loyalty their time and budget. As part of this service, allowing programmes, banking, travel and show bookings. By the end of 2014, cross-channel approach, the Group com- customers who over 600 stores on-line, order through bines Carrefour’s expansive store already offered this 1,370 ,828 network with the responsiveness of carrefouronline.fr pick-up service! ME GUSTA (LIKE) ON THE to collect their CARREFOUR ARGENTINA pick up at the Internet. Customers can shop on-line non-food FACEBOOK™ PAGE th and have their order delivered, or collect purchases at it at the store or at a drive pick-up point. the nearest 5 In France, Carrefour offers grocery MOST FREQUENTLY the store! CARREFOUR .FR VISITED E-COMMERCE collection at nearly 440 drive pick-up WEBSITE IN FRANCE (1) In addition to its home points, most of them in stores so that delivery service, Carrefour customers can make additional pur- 88 ,400 continues to expand FOLLOWERS ON CARREFOUR chases if need be. Belgian and Italian SPAIN’S TWITTER™ ACCOUNT its click & collect service, customers can also use this service at where customers can certain stores. OVER 600 CLICK & COLLECT pick up their on-line orders In the same vein, Carrefour has intro- PICK-UP POINTS in stores. duced new digital solutions to offer better MORE THAN 10 MILLION service to its customers. For example, FANS ON THE CARREFOUR CHINA WEIBO™ ACCOUNT they can pre-book holidays on-line and WHICH APP rely on the expertise of Carrefour Voyages IS RIGHT FOR YOU? in-store travel agents. The same applies to show bookings, insurance policies or Carrefour has developed a wide catering services. range of mobile apps that offer real benefi ts to customers. They make shopping easier and enable customers to place orders for pick-up at a drive, manage accounts, watch fi lms and TV series and even choose a wine. (!) Source: October-November "#!$ scorecard © Médiamétrie//Netratings, Fevad. To each his app! WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 56 2014 annual activity and responsible commitment report – 57 Offer choice, adapt, innovate,

Touch screens Intelligent and interactive it’s… touch screens have been installed in many Carrefour C-où store departments to The Carrefour Villeneuve- la-Garenne hypermarket An adapted product selection Low price commitment Scan’Phone Market expand, clarify and simplify customer choice. in France invites customers Carrefour offers its customers a wide Carrefour promises its customers Tested in several to download the C-où supermarkets, the Selecting a wine based selection of products and services, attractive prices throughout the year on the food to be served? Smart mirror (Where is it?) app. combining top quality with the best on all of its products. The policy is Scan’Phone Market mobile The shopping aid is ideal, app enables customers Choosing accessories Carrefour is testing price. From essentials to the latest reinforced in each country through that fi t your car? smart mirror in certain with an integrated navigator products, Carrefour has something specific programmes and actions. to scan products with that guides customers to their phone. They can Want to see a household hypermarkets. Installed in for everyone, regardless of profile appliance in real size? the clothing department, the products they are accurately track the list looking for, optimises their or consumption habits. E-retailer and price of their purchases Just touch the screen and this giant interactive screen let it lead the way. give customers a 360° view, path according to their Carrefour invests in the research and pay directly at a shopping list, suggests dedicated check-out, allowing them to try on Regional heritage and testing of new services and clothes virtually. They can recipes, and locates Each store has the independence solutions in response to changing without having to unload the necessary ingredients their shopping onto even post photos of their to tailor its product mix to suit consumption habits. The Group ® within the store. the conveyor belt. fi ttings on Facebook customer needs and expectations. is developing innovative e-commerce ® A fantastic time saver! or Twitter to gather their This can be seen by the offering websites and services that are friends’ opinions. of local products, all produced by economical, practical and easy to use. farmers, breeders and small and medium-sized businesses in the region.

This app is available Be connected. on App Store and Google Play. Download with Click and try! this QR code. Carrefour is developing, testing and launching innovative digital solutions in its stores to make shopping easier, more practical and more enjoyable. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 58 2014 annual activity and responsible commitment report – 59 WELCOME Accessible and practical car parks, stores that are inviting, modern and well-lit, friendly employees, smooth traffi c fl ow, clear signage and minimal waiting times at check-out. We make every effort to make shopping easy and enjoyable.

WELC OMEADVISE Information desk clerks, department managers, advisers, etc. The experience, expertise and enthusiasm of all Carrefour employees benefi t our customers. Employees are available to share knowledge, ADV ISE inform and advise our customers.

BUILDBUILD LOYALTY We strive to offer LOYALTY a wide range of quality products at the best prices and have easy-to-use customer loyalty programmes with great benefi ts, so that customers want to return.

DOING OUR JOB WELL 6 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 60 WELCOME ADVISE BUILD LOYALTY

In all areas, Carrefour makes professionals store welcome areas or in dedicated services and the customer experience. available to customers to advise, explain areas such as travel agencies, after-sales Prepare a draft insurance policy on-line and find the product that suits their services, fi nancial and insurance services, then fi nalise it with a Carrefour Banque Experts needs, budget and preferences. Several ticket sales, fuel delivery, vehicle hire, adviser, book a holiday through Carrefour thousand professionals, specialised parapharmacy, petrol stations, package Voyages and receive reservations on advisers and department managers work pick-up points, key copying and photo mobile phone, order prints of Instagram™ every day to design an attractive offering, services. Each store offers some or all of photos at the hypermarket… Carrefour mobilised for share their expertise and meet customer these services, depending on its size and provides even greater satisfaction, service demand. customer expectations. and convenience to customers through Carrefour has a wide range of services Synergy between the Internet, mobile its digital solutions. customers carried out by qualifi ed specialists at the apps and stores improve the quality of

Whether it is to select a flat screen TV, take out a car insurance policy, or book a holiday, Carrefour helps its customers with the advice and support of professionals.

Julie Hallier Tomasz Ługowski Rebeca Oliveira Preto Claudio Avendaño Ana María Cabezas Luque Steven Chen Banking and insurance adviser, Sales adviser for household appliances, Pharmacy assistant, Cheesemonger, Manager of the travel agency Carrefour Viajes, Fruit and vegetable manager, Carrefour Toulon Grand Var photography, cinema and audio, Carrefour Sorocaba Carrefour San Fernando hypermarket, Carrefour El Pinar hypermarket, Carrefour Gubei hypermarket (China) hypermarket (France) Carrefour Łód " Kolumny hypermarket (Poland) hypermarket (Brazil) Buenos Aires (Argentina) Madrid (Spain) “Our clients are very a" ached “Credit, savings, insurance, “For most of our customers, “Our team is made up “One of my favourite moments “Hotels, packages, flights, to the feel of traditional markets. PASS card… The diversity, a television or touchscreen tablet of professionals in health, is when a customer asks me car hire, trains, promotions, We strive to recreate their synergy and performance is a significant investment. care and beauty products. for advice for a cheese platter. last minute deals… inviting, family-friendly spirit of our products and So, together we take We provide our customers We prepare it together based on I browse through with plentiful stalls, lots of variety services enable me to off er the time to assess their actual needs, with comprehensive advice, the number of guests, the season thousands of options and freshness in every product customised solutions comparing price and based on their preferences, and the type of meal, then we talk to find the holiday that family, along with tastings, to my customers, building performance until we find their physiological and about how to present it and which corresponds to my customers’ advice and recipe ideas for fruit loyalty to the banner.” the right product.” dermatological characteristics.” wine should accompany it.” wishes and budget.” and vegetables.” WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 WELCOME ADVISE BUILD LOYALTY

Thomas Letellier Director of Carrefour market , Welcome rue Demours in Paris to Carrefour “The Wine Fair DATA is an event that brings people together. It energises the store A WARM and builds close ties with RECEPTION, Listening to customers our customers.” Regardless of their position and level of responsibility, SERVICE Carrefour employees receive specifi c training on INCLUDED welcoming, serving and listening to our customers with, for example, a training programme called “Tous The quality of customer acteurs, tous clients” (All actors, all clients), so they can quickly and fully respond to customer requests. reception depends on 4 key factors: clear and effective signage Convenience services both inside and outside After-sales support, in-home IT support, banking, the stores, business show tickets, gift cards and gift sets, vehicle hire, What are hours tailored to key copying, package pick-up, fuel oil delivery, the ingredients lifestyles, convenience petrol stations, travel… Many of these services Advisers of a successful are found in stores. services in stores, Wine Fair? How is the event Thomas Letellier: Above organised? and employee availability. Optimised stores to make all, you need to know P. M.: The Wine Fair is Choosing Carrefour means being sure your customers well. that you’ll fi nd quality products at the best developed upstream, prices, plus having Carrefour’s expert teams the right At this store, we have a at a trade show that designing and operating its stores. lot of very knowledgeable brings together French wine lovers as customers. Pascal Maurice supermarket directors choice Some of them come with Wine expert and merchandise teams. their list and know exactly It is a key event as it is Every day around the world, “It’s important to what they want. Others an opportunity to present explain the wines’ Carrefour teams strive to use are more open to impulse the entire wine catalogue, background to OVER their knowledge and expertise buys. This means that the result of work by 100 customers, to offer MILLION HOUSEHOLDS for customers’ benefit. I need a good selection Carrefour teams that WELCOMED EACH YEAR guidance and make Interview with Thomas Letellier, of basic products, key spend many months them want director of Carrefour market vintages, along with visiting producers A" er-sales services to taste and buy.” on rue Demours in Paris, some surprises, to unearth excellent Vehicle hire and Pascal Maurice, wine expert always at unbeatable vintages at very and Carrefour adviser, who explain value for money. In every store, the Wine affordable prices. Package pick-up how they transformed the Wine Pascal Maurice: It is Fair involves the store T. L.: We hosted Fair into an event that has won beautifully staged, with director, the department a preview event at the high visibility through store last September. praise from customers. manager, advisers and its presentation and wine experts, who are We invited over 150 loyal labelling, such as tasting there to talk with customers to take part notes from the Revue customers, help them in a tasting of wines JOINT du Vin de France , an select wines and share selected by me. INTERVIEW important French wine their knowledge in a The event involves publication. It is vital festive environment. the entire team, bringing 12.5 to create an inviting We try to explain everyone together to MILLION CHECK-OUT TRANSACTIONS EVERY DAY atmosphere and offer the wine’s background create a real bond with good advice. to our customers. our customers. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 64 2014 annual activity and responsible commitment report – 65 WELCOME ADVISE BUILD LOYALTY

Liang Customer at In every store, Carrefour women and men strive to offer the Guangzhou Xinshi hypermarket (China) a wide selection of attractive products, welcome and advise customers, and provide them with useful and innovative “I’ve been coming to services. A daily commitment and the basis of a long-term this store for 4 years. The prices are always customer relationships built on trust. very good, with excellent quality and traditional products that I can’t find Earning anywhere else.” customer loyalty Cristina Customer at the Express Luján store in Buenos Aires (Argentina) each day “I always come here because there is plenty of choice, Customer loyalty is rooted in Carrefour’s everyday ambassadors to thousands of nice employees fundamental principles: a wide selection customers. In Romania for example, and new services. of top-quality products and services at the Carrefour launched a major multimedia They have just best price; stores and shopping centres campaign (TV, press and digital) to changed the that are welcoming, inviting, comfortable highlight their work and their crucial role check-out system and modern; practical and well-located in customer relations. Loyalty at Carrefour and now car parks; and a friendly environment. is more than a programme; it’s the spirit it’s much faster.” A multi-disciplinary team – which includes that drives our teams, every day and in department managers, customer service every store. assistants, check-out assistants and managers – is on hand to serve our cus- tomers and highlight the offer. They all Marion Customer at the share the satisfaction of a job well done, Épinay-sur-Orge Market take pleasure in their work and enjoy supermarket (France) contact with customers, whether it is a “I’ve been shopping butcher recommending a cut of meat, a at this store since hygiene and beauty department manager it opened. A year ago, providing information on a new product along with some line or a receptionist quickly exchanging other customers, a product. the management Loyalty is established at every moment In Argentina, as in other asked me for ideas of the relationship, and is renewed every on how to change day. This is why our teams are involved Group countries, store teams the store. I suggested at all levels of customer relations. For “join forces for that they display example, new services have been added the customer”. all promotions at the check-out (such as single lines and in a single place. self-scanning) to minimise waiting times. And surprise At the same time, the Group is investing – they did it!” in professional training and development for its check-out assistants, who are WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 66 2014 annual activity and responsible commitment report – 67 Welcome, advise, build loyalty, SPAIN Free VAT! After introducing cards it’s… ARGENTINA for people over 65 and FRANCE Exclusive benefits large families, Carrefour Rendez-vous Carrefour cardholders has launched a card in Spain at Market can benefi t from exclusive for people aged 18-30. Giving 100% to customers Service included The latest programme Carrefour’s teams devote all Carrefour stores offer a wide array of offers each month, Valid in all stores and introduced in French on all e-commerce websites, of their know-how and effort services, from travel bookings to ticket in additional to their ITALY supermarkets invites this card offers younger to satisfy customers. Welcoming, sales, along with a range of banking everyday discounts. Payback customers to different For example, they receive customers a discount equal loyalty rendez-vous . informing, advising, supporting and convenience services. a 15% discount for any programme to VAT on 4,000 items Carrefour cardholders customers and finding solutions: Carrefour customers purchases made on of fresh produce, along receive a 10% discount this is the heart of the retail can now take full Aiming to build loyalty Tuesdays, added savings with reduced rates on in a different department profession as we understand it. advantage of the Payback Carrefour’s greatest pride – and the on certain promotions, telephony, travel and petrol. every day of the week, For even more effective service, programme, which includes best way to ensure its sustainability – and easy payment. in addition to the banner’s the banners’ leading each store tailors its product customer loyalty is the loyalty of its customers. It earns partners (including Esso, selection, its opening hours programme. On Mondays, this loyalty each day through its wide Alitalia and American and its range of convenience –10% on all products selection of attractive products, Express). With the points solutions (such as delivery, vehicle in the Refl ets de France its inviting and friendly service, they earn with their purchases hires and package pick-up) to its range; on Saturdays, and its appealing stores. It also offers from the different partners, –10% in the butchery customers’ specific requirements. customers can choose straightforward customer loyalty department. items from an extensive programmes with significant benefits. gift catalogue or receive immediate discounts at check-out.

À la carte advantages Carrefour has launched easy-to-use loyalty programmes worldwide, Discover or rediscover PASS card with exclusive offers and a wide range of benefits for customers. benefi ts in France: www.carrefour.fr Focus on 2014 initiatives. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 68 2014 annual activity and responsible commitment report – 69 DEVELOP Bakers, cheesemongers, fruit and vegetable managers, fi shmongers,shmo butchers… Our professionals ply their trades, to knead, chop, assemble,asse scale or debone… and servese customers. For ultimateul fl avour, quality and freshness.fr ELA BORATE

PREPARE Each day, Carrefour teams work hard to delight customers. Whether introducing new products to the shelves or developing a catering recipe, they combine PREPA RE expert skills with a passion for their work.

TR AINContinuous TRAIN investment in the recruitment and training of apprentices means our professionals can pass on their experience, knowledge and enjoyment of customer contact to the next generation.

DOING OUR JOB WELL 7 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 70 ELABORATE PREPARE TRAIN

With their expertise, dexterity, creativity and sense of service, Carrefour’s professionals contribute to our outstanding fresh produce offering. Original recipe ideas, a combination of taste and flavour, highlighting products’ character and authenticity… A report with food professionals.

7 Professional 8 know-how

4 every day 5

1 2 9

1. In stores, 6. Prepared and cheesemongers tied in advance offer advice to by our professional customers and butchers, roasts cut cheeses are ready for in front of them display on shelves. for maximum 7-8. Bakers knead freshness and dough by hand, made-to-order resulting in fresh, cheese platters. crusty, delicious 2. In China, traditional bread. traditional 9. Fruit and 6 specialities in vegetable managers stores have organise tastings found tremendous and offer advice success among and recipe ideas customers. to promote 3. Properly slicing products’ freshness Iberian ham to suit and quality. customers’ taste is an art form, fully mastered by pork butchers. 4-5. Trimming 3 and deboning a salmon: meticulous work performed by fi shmongers before their customers’ eyes. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 72 73 ELABORATE PREPARE TRAIN

Such freedom is essential when baking made-to-order cakes for customers at “Home-made” Carrefour stores. The Éclair pastry shop uses high-quality local and/or typically Belgian products such as fl our from Bruges, Tirlemont sugar, eggs from Antwerp and pastries crème fraîche from Brabant. Every day, almost 25,000 tarts and cakes Products that suit the taste Commitments to quality In Mollem, Belgium, leave the Éclair pastry shop, bound for of Belgian customers Each week, the quality and freshness of 120 nearly 120 enthusiastic Carrefour stores. A formidable achieve- As a standard bearer of the fl avours and products are checked. They must meet EMPLOYEES pastry chefs prepare cakes, ment by the workshop’s team. “Most colours of Belgian pastries, Éclair has standards that exceed the requirements tarts and biscuits for all are trained pastry chefs. Despite the MADE- developed a number of traditional recipes, of Belgian and EU legislation. “Checks the stores. The recipe quantities produced, the workshop is very TO-ORDER including Malmedy baisers and Jonagold are carried out at our suppliers, in the 6 million close-knit and has kept its qualities of ÉCLAIRS PRODUCED IN 2014 for success: local sourcing, CAKES cakes, which have become national best- workshop and in stores. At the fi rst sign of craftsmanship,” emphasises Christian imperfection, everything is stopped or traditional know-how sellers. The list of home-made pastries Bouhon, sales and R&D manager, himself includes more than 80 exclusive and recalled from sale.” Éclair tolerates no and short delivery times Whether for a 25 ,000 PASTRIES a baker and pastry chef. birthday, a party or traditional recipes – regularly enhanced discrepancies when it comes to customer PREPARED EACH DAY for maximum freshness. for pure enjoyment, by new products – with nearly 300 pro- satisfaction and the love of good food. Guided tour. Hand-made using customers can ducts created specifi cally for holidays local products order a unique, (Halloween, Christmas, Carnival and made-to-order 2 tonnes Éclair’s greatest strength is that most of cake from the Valentine’s Day), not to mention the many OF STRAWBERRIES ARE CUT BY HAND EVERY DAY IN SEASON the work is performed by hand, from pastry shop at adaptations developed at the stores’ stemming strawberries to filling tarts their supermarket requests, based on customer purchases and cakes. “Pastries, creams, biscuits, or hypermarket, and expectations. “We prepare smaller prepared with care mousse, etc., everything is made from nougatine tarts for our Market supermarkets, 1982 by one of our in- CREATION OF THE ÉCLAIR scratch here.” The pastry chefs are free house pastry chefs. since there are fewer family customers PASTRY SHOP to express their talents, their creativity among their customers than at the hyper- and their personal touch. markets,” remarks Christian Bouhon. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 74 2014 annual activity and responsible commitment report – 75 ELABORATE PREPARE TRAIN

Melvin Zamoum Butchery apprentice, Carrefour Auteuil hypermarket (France) Elaborate, “I’ve learned to respect and enhance the product, from the raw product until prepare, it is sold. I’m encouraged to strive further each and train, every day.”

How do you envision your future? it’s… R. G.: I am fully committed to training future Carrefour butchers, to ensure that Traditional crafts In search of authenticity our knowledge lives on. Butchers, bakers, cheesemongers, Carrefour’s professionals are driven I manage a team of fruit and vegetable managers, by curiosity. In every region, they seek 13 people in the store. fishmongers… Carrefour employs out small-and medium-sized businesses, Richard Guelton Former apprentices have several thousand professionals farmers and local producers. They Butchery manager, now become butchers What are the demands Carrefour Auteuil who use their knowledge and skills establish distribution partnerships and work alongside me. of your job at Carrefour? hypermarket (France) each day to benefit customers. to bring local flavours and know-how The company supports Passing on Richard Guelton: “Our customers They select products and suppliers, into nearby stores. them if they want to I started my career as develop original recipes, bake and are demanding. advance within the Group a butcher at the age of They want quality, and become managers. prepare products in stores, advise the passion 14, and joined Carrefour Cultivate high standards of course, but M. Z.: I was not mistaken customers, and create an offering when I was 18 years old. and expertise they also want recipe – I love this job. After with flavour and character. Here, we work according Carrefour employees have a passion for the trade ideas and advice I complete my CAP to traditional methods. for their work and a desire to share. on cooking methods. (vocational certifi cate), Knowledge of the food trade Melvin is learning Each year, they serve as mentors, Training apprentices I plan to continue my is an invaluable legacy that the trade just as I learned passing on their expertise and experience allows us to pass training here and earn the company strives to maintain. it 30 years ago. He is on this technical an additional qualifi cation, to several thousand apprentices. learning to debone, Each year, experienced employees and culinary my brevet professionnel In this way, Carrefour ensures that skin and properly display train young apprentices, which knowledge.” (professional certifi cate). its operational excellence will live on. meats in the department. may lead to a hiring and further For me at Carrefour, He is also expanding career development. there are real opportunities his knowledge of culinary assigned simple tasks: for training and career arts, and each day make the department advancement. he gains a little more look nice, debone the JOINT confi dence in his chicken, etc., but, little by INTERVIEW customer relations skills. little, my job is becoming Melvin Zamoum: I’ve more complex and needs been working here a lot of concentration. 5,000 since August 2014 after It’s important to ensure APPRENTICES TRAINED IN FRANCE applying for training the quality of the meat IN 2014 through the Carrefour and to always be website. At fi rst I was available to customers. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 76 2014 annual activity and responsible commitment report – 77 GET INVOLVED With deep ties to the local COMMIT Through our initiatives and community, stores support everyday commitment, we help to provide businesses and growth more sustainable and responsible trade of their territories. We take for everyone’s benefi t, including employees, a wide range of actions to customers, suppliers, society and promote employment the environment. and professional integration, environmental protection, community life and the local COM MIT economy. GET INV OLVED HELP HELP With the company’s support, Carrefour employees take part in socially-responsible initiatives to reduce exclusion at local, national and international levels.

DOING OUR JOB WELL 8 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 78 COMMIT GET INVOLVED HELP

Employment and equal Access to employment opportunity for the disabled The Carrefour spirit Diversity at Young people without qualifi cations, older Carrefour constantly works to integrate workers and people from disadvantaged a growing number of people with disabi- areas… Carrefour promotes local lities into the workplace. Its policy centres is flourishing! the heart of employment and serves as a professional on three priorities: recruitment/integration, Training, internal promotion, remuneration and employee benefits, management and social ladder by helping to hire and training and retention. At the end of train those excluded from the workplace. 2014, Carrefour employed more than of working hours and social gatherings. Carrefour has many ways to promote Carrefour’s Among the actions taken in 2014: 11,200 people with disabilities, an increase employees’ professional and personal development, expand their knowledge roll-out of the Jovenes con futuro (1) and of 21.3% over 4 years. Among other ini- and increase the stores’ independence and initiative. Examples. social model Yo trabajo ( 2) programmes in Argentina to tiatives in 2014: th Carrefour actively promotes promote employment of unqualified hypermarkets signed the 6 Mission diversity and equal opportunity young people and those over the age of Handicap agreement, which covers career 40 who are excluded from the workplace; development opportunities, work/study in every country, through a variety recruitment of 5,000 young people under arrangements and long-term employment of initiatives such as company- apprenticeship and professionalisation for disabled people in France; wide agreements, partnerships contracts in France; continuation of the Eu pratico a inclusão (1) with associations and public extension of the Conexão Varejo (3) programme, through which 287 people authorities, recruitment, training programme in Brazil to train and support with disabilities were recruited in Brazil and career advancement employment of people from disadvan- during 2014. programmes. taged areas. (!) I practice inclusion. (!) Youth with a future. (") I work. Fight against discrimination (#) Retail connection. In every country where it operates, Carrefour Spain France ArgentinaArgentin a Gender equality works to banish all forms of discrimination, (1) (1) through training, internal awareness cam- FRESH PRODUCE SCHOOLS CARREFOUR DES CHEFS VIVIR MEJOR Carrefour’s Women Leaders programme paigns, action plans to tackle local issues, has promoted gender equality at all levels and partnerships with associations and since 2011 (recruitment, advancement, Carrefour has established fresh produce Based on popular TV shows, Carrefour In Argentina, Carrefour has established NGOs. The policy also includes: remuneration). It has been expanded schools open to both employees and has organised a major competition in an employee programme that offers a development of an awareness campaign each year with many initiatives carried out jobseekers under the age of 30. They France open to all employees. The wide range of services and social activities, in Poland, in partnership with the Ministry in all countries. Specifi cally in 2014: provide comprehensive training for careers “Carrefour des Chefs” competition was including sports tournaments, fitness of Labour; signing of a partnership agreement in all fresh produce departments, including a huge success, with more than one coaching, nutritional advice and massage involvement of French teams in nearly with the UN’s French Women’s committee butchery, bakery, delicatessen, pastries and thousand people taking part in all regions. and relaxation sessions. They aim to build 150 employment and diversity forums; to promote the Women Empowerment fi sh. They enable Carrefour employees to Teams created a variety of dishes using team spirit and cohesion by promoting diversity training for employees at the Principles, of which Carrefour was the fi rst expand or diversify their skills and increase Carrefour Quality Line products and then social interaction outside the workplace Group’s head offi ce; signatory in the retail and distribution sector; their career prospects. Plus, they provide presented them to a panel of chefs. It was and integrating new employees. They extension of the A diversidade é nossa obtention of the AFNOR Professional the qualifi cations that young people need an opportunity to showcase Carrefour- also raise employee awareness of cara (1) awareness campaign that involves Equality label by Carrefour market , reco- to fi nd employment. brand products, renew relationships, and the benefi ts of healthy nutrition, regular the work of in-store ambassadors/repre- gnising the banner’s policy in France to meet colleagues from throughout France. exercise and a good work/life balance. sentatives and provides training sessions promote diversity and equality; (!) Chefs at Carrefour. (!) Live better. to Brazilian employees. development of a mentoring programme in Argentina, France and Italy which offers (!) We are the face of diversity. 721 female employees personalised support YOUNG PEOPLE HAVE BEEN RECRUITED SO FAR, to further their career development. INCLUDING 118 IN 2014 WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 80 2014 annual activity and responsible commitment report – 81 COMMIT GET INVOLVED HELP

Work efficiently 64.8% of store DID YOU waste was KNOW? recycled in 2014 and tackle (+10.7% vs 2012). Carrefour In 2014, is the fi rst French Carrefour retailer to have received the waste received Prix Anti-Gaspi ISO 50001 (anti-waste certifi cation. award) from the Reducing food waste and Carrefour has developed a comprehensive eliminate best-before dates and extend Reducing and recovering waste Raising customer awareness The international French Ministry packaging, recovering waste, plan to fi ght waste that drives the com- use-by dates of certain products whenever Carrefour works with its suppliers to In stores or at home, Carrefour provides standard of Agriculture, pany towards a more efficient use possible without affecting quality. Carrefour reduce packaging at the source when it is customers with waste reduction solutions. recognises the recognising the controlling energy costs, Group’s effective of resources. In addition to actions taken supports and encourages its suppliers, and not needed to pack, transport, protect These include promotions on non-standard Group’s efforts to optimising delivery rounds… energy policy. fi ght food waste. Carrefour makes every effort to optimise the supply chain (see annually awards those who are most active or preserve the products. For example, products and those with short use-by pages 34-35), employees aim to reduce in the fi ght against food waste. Installation to fight all forms of waste. cardboard boxes used for transport are dates, more loose product sales, transfor- As a result of the company’s carbon footprint, reduce gradually being replaced by reusable ming fruit and vegetables into soups, of closed the company’s Employees implement refrigeration policy, energy water, energy and paper consumption, Reducing consumption plastic trays. Signifi cant efforts have also events and dedicated websites to teach units resulted this policy in cooperation For many years, Carrefour has worked to consumption at use fewer cardboard boxes, raise custo- been made to reduce the use of paper, customers how to effectively manage in an average Carrefour stores with suppliers, customers mer awareness and encourage innova- reduce the company’s carbon footprint. check-out bags and plastic. their refrigerator, recipe suggestions for 18% reduction fell 31.1% over and NGOs to develop practical, tion in their own business function. In 10 years, store energy consumption (1) In every country, Carrefour’s teams look for leftovers, and incentives to sort and recycle in energy 10 years (2014 effective and sustainable has fallen by 31.1%, due to continued consumption vs 2004). solutions based on a circular economic different products. in a store. Reducing food waste investment in asset renovations such as solutions. Overview. model and local waste management, with By 2017, Carrefour stores work each day to reduce closed refrigeration units and energy- one clear objective: recover 100% of its The installation Carrefour breakage and unsold stock. Product by effi cient lighting. Carrefour was one of the waste. The company takes an overall of energy-effi cient will deploy product, teams ensure that orders and fi rst to develop refrigeration units that run approach, covering the entire life cycle and lighting resulted 200 delivery in a 50% to 80% lorries that inventories match customer demand, a key on transcritical CO 2, which is more energy- all sources of waste, such as the methani- 1/3 reduction in run on step in reducing costs and eliminating efficient than conventional fluids. sation of organic waste produced by OF GLOBAL FOOD PRODUCTION associated energy biomethane waste. In addition, Carrefour relies on a Following the same logic, Carrefour has stores and the creation of partnerships INTENDED FOR HUMAN consumption. CONSUMPTION IS WASTED in large French broad network of food aid organisations, also developed innovative solutions to with eco-organism. EVERY YEAR cities (Paris, such as social grocery stores, Food Banks reduce water consumption, such as recy- Over 280,000 Lyon, Bordeaux, Source: Food and Agriculture Organization (FAO). tonnes of and local associations, to distribute products cling rainwater when drinkable water is Marseille and cardboard boxes Lille). withdrawn from sale – though still per- not required. From 2012 to 2014, water and paper were fectly edible – to people in need. The Group consumption in stores fell by 8.9%. recycled in 2014. cooperates closely with its suppliers to (!) Consumption of electricity, fuel and gas in "$!' vs "$$' per sq. m. of sales area. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 82 2014 annual activity and responsible commitment report – 83 COMMIT GET INVOLVED HELP Food solidarity Employees are committed to social action programmes aimed at helping those in greatest need. Collect, redistribute, support, raise awareness, mobilise, train, unite and assist. Carrefour shows its solidarity 4 5 through a flexible scheme where local, national and 6 international initiatives are mutually supportive. 1-2. Food donations 7. International In 2014, Carrefour food collection donated the equivalent For the second year of nearly 88 million running, the Carrefour As the cornerstone of this At local level, store teams also meals to various food Foundation worked scheme, the Carrefour take part in local community aid organisations: with Food Banks in Foundation coordinates outreach projects in partnership Food Banks, 10 countries to conduct all social action programmes with associations and authorities Secours Populaire , a food drive in over Restos du Cœur , 2,300 Carrefour stores. in countries where the Group in their territories. The company, social grocery stores With the help of operates, focusing on food its teams and infrastructures, and others. customers, employees 1 exclusion and emergency its customers and various 3. Emergency aid and volunteers, the humanitarian aid. associations are all part of The Carrefour equivalent of over 2 During 2014, it funded a support network to help those Foundation mobilises 42 million meals were the company’s donated, compared and managed 60 projects, most in need. with 9 million in 2013. nd resources to assist including the 2 international those in need of urgent 8. Support for partner collection for the Food Banks. aid, as in July 2014, organisations The Carrefour Foundation’s when typhoon Carrefour actions involve sponsorship Rammasun ravaged hypermarkets in teams or local foundations the southern coast Belgium funded of China, and in equipment for 44 local in each country. The teams August, following the food aid organisations, also run specifi c social Zhaotong earthquake. with donations ranging programmes to address national 4-5. Professional from €2,000 to challenges and needs. integration €30,000. During In Brazil, the Carrefour this campaign, known Foundation supports as Clic Solidaire , 7 8 Rede Cidadã , which customers were invited offers retail training to vote on-line for the to at-risk youngsters project they found most aged 16 to 30. compelling. 6. Local initiatives 3 For the 4 th consecutive year, over 30,000 customers and employees were called to action in France to support children in difficult circumstances through Discover the programmes supported the Les Boucles du by the Carrefour Foundation on Cœur programme. www.fondation-carrefour.org They raised a total of €1.4 million for more than 200 associations. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 84 85 COMMIT GET INVOLVED HELP Commit, DATA ROOTED Territories IN THE LOCAL get involved, COMMUNITY Carrefour stores are deeply help, involved in the life and growth Supporting the local economy of their territories, with roots Carrefour stores establish partnerships in the neighbourhood, town with local producers, farmers, breeders and artisans, and aim to promote local culinary it’s… and region. Overview. traditions. They support local product lines which offer authenticity, fl avour and freshness to customers. Job satisfaction and a passion United for solidarity for customer service Carrefour is fully committed to Contributing to growth in territories Satisfied employees mean loyal solidarity programmes led on a daily Promotion and showcasing of small- and medium-sized customers, so Carrefour makes sure basis by employees who strive to businesses, cooperation with employment and professional that everyone in the company can create positive and enduring benefits integration specialists, building of partnerships with communities, businesses and schools… Store teams forge close relationships develop their skills, advance their for those in need. with customers and suppliers and other local players to careers, feel comfortable at work encourage growth in their territories. and get involved in the life of the Involved in the local Getting involved Group. In stores, employees’ expertise with the community community and passion, and their autonomy, Carrefour stores are involved Carrefour sponsors clubs, sporting and all guarantee customer service. cultural events, and organises social events in the life and growth of their and solidarity programmes. Each year, communities. This can mean contracts Carrefour stores play an important role Tackling social issues with local producers, recruitment in local communities. With innovations to reduce store and professional integration, energy consumption or a broad plan sponsorships, and partnerships to combat all types of waste, with institutional, economic, social Carrefour invests in changing its and non-profit entities. business for the benefit of society. 4,000 EMPLOYEES VOLUNTEER TO SHOWCASE LOCAL HERITAGE DURING EACH STAGE OF LA VUELTA IN SPAIN. Local roots WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 86 2014 annual activity and responsible commitment report – 87 2014 HIGH- Doing our job well. More than 380,000 employees around the world work each day to provide inviting and friendly stores that meet customers’ expectations. We owe special LIGHTS thanks to those who have given their time to talk about their experiences. From supporting producers to logistics, from shelf display to new product launches, from sustainable development issues to store renovations and from social action to product traceability – we hope you now have a be! er understanding of our diff erent business functions and the many ways we achieve greater customer satisfaction each day. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 88 2014 annual activity and responsible commitment report – 89 2014 HIGHLIGHTS

NET SALES RECURRING NET INCOME, GROUP SHARE NET DEBT Net sales rose by 2.9% at constant OPERATING INCOME Net income, Group share decreased by Net debt stood at €4,954 million in exchange rates compared with 2013 Recurring operating income rose by 1.5% compared with 2013 at constant 2014. Net interest expense continued Financial (–0.2% at current exchange rates) with 10.6% at constant exchange rates exchange rates (by 1.1% at current to fall, and was down by €29 million an increase both in France and interna- (+6.7% at current exchange rates) to exchange rates) to €1,249 million. Net compared with 2013. The net debt tionally. Sales growth was primarily due €2,387 million. This represented 3.2% income from recurring operations, Group to EBITDA ratio was 1.3x (1.1x in 2013). to higher like-for-like sales (excluding of sales, as compared to 3.0% in 2013. share was €1,182 million, an increase of overview petrol and calendar) of 2.8%, the best In France, recurring operating income 24.6% compared with 2013. Carrefour confirmed its growth momentum performance recorded for over 7 years. continued to improve and was up 6.1%. France recorded organic sales growth 1,263 1,249 4,954 in 2014 illustrated by an acceleration The gross margin continued to benefit of 1.2% excluding petrol (–0.3% on a from a better balance between low 4,117 of sales growth, with organic sales up 3.9% reported basis), on a strong comparable prices, promotions and loyalty pro- (excluding petrol and excluding calendar). basis of 1.0% excluding petrol in 2013. gramme, as well as savings related to Profits increased as well, both in Europe and All formats posted organic growth for reduced shrinkage and the implemen- the second consecutive year. tation of the plan to revamp the supply in emerging markets, with recurring operating Attractiveness improved across our income up 10.6% at constant exchange rates. chain. Profits in the other European Net income, various activities, with consistently countries increased by 9.6% at constant Group share Net debt In France, Carrefour posted further organic improving price perception, a higher exchange rates. Recurring operating (in €M) (in €M) sales growth excluding petrol (+1.2%), number of check-out transactions, income in emerging markets was up by highlighting the dynamism of its multi-format and an increase in overall customer 14.9% at constant exchange rates. 2013 2014 2013 2014 model. Profitability rose in its other European satisfaction. Profitability continued to grow in Brazil In other European countries, net sales in each of the formats. In Argentina, countries, notably in Spain. fell by 0.2% at constant exchange rates, recurring operating income was stable, In emerging markets, recurring operating income reflecting the continued recovery in demonstrating excellent resilience. In 1,182 increased by 14.9% at constant exchange rates. Spain and an improvement in sales Asia, the commercial margin held up 949 Carrefour continued its programme to bring up to trends in Italy in the second half thanks well in an environment marked by a fru- to the continued deployment of action gal consumption environment and a standards, modernise and develop its store network, plans. with a total investment of €2.4 billion. drop in sales of shopping cards. Activity INVESTMENTS In Latin America, organic sales were up in Taiwan was robust. Net income from In 2014, Carrefour’s free cash flow amounted by 18.1%, over what was already a high Carrefour continued its investments in 2,387 recurring operations, 2014, in line with its plans: investments to €306 million, up from €26 million in 2013. basis of comparison in 2013. Carrefour 2,238 Group share consolidated its leading position in food (in €M) grew by 11.7% and reached €2.4 billion retail in Brazil and Argentina. in the year. The investments allow In Asia, organic sales declined in 2014 2013 2014 Carrefour to continue store renovations (–1.8%), reflecting the frugal consumption and maintenance work, notably in France and Brazil, to rationalise IT systems and More information €100 .5 BILLION environment in China. in the 2014 Registration Document SALES INCL. VAT Recurring to develop its multi-channel offer. available on www.carrefour.com UNDER GROUP BANNERS operating income 2,411 (in €M) 2,159

France 2013 2014 35,336

74,888 74,706 Recurring 1,271 operating income Investments Other by geographic region (in €M) Asia (in €M) 6,288 countries in Europe 685 19,191 2013 2014 425 Net sales Latin by geographic region America Net sales 13,891 97 (in €M) (in €M) )92

2013 2014 Other Global Latin countries functions Asia America in Europe France WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 90 2014 annual activity and responsible commitment report – 91 2014 HIGHLIGHTS

CARREFOUR STOCK SHARE INFORMATION Changes to the Carrefour share price must be considered over the long term, as Stock market short-term variations do not always refl ect the fundamental issues affecting the Group. Principal stock exchange: Euronext Paris – compartment A &"!" (&) &"!! &"!& &"!+ &"!) ISIN Code: FR0000120172 Closing price: (in €) (!) Nominal value: €2.50 '!."; *#.$; (") overview (*) • highest *!.<" !>.#* ">.$" ">."$ Principal indices: CAC 40, At December 31, 2014, Carrefour ‘s share SBF 120, FTSE Eurotop 100, th , , • lowest *$.;< !<.$= !*.$= !;.>$ "".$> was in 24 position in the CAC 40 index 734 913 909 Stoxx Europe 600 Retail Index SHARES AT DECEMBER 31, 2014 • at December *! *$.;< !=.#" !>.*< ";.;! "<.*$ in terms of market capitalisation, Ticker Symbol: CA Number of shares with a weighting of 1.85%. #=>,**#,$$$ #=>,**#,$$$ =$>,"!',#<* ="*,>;',!>" =*',>!*,>$> at December *! Reuters Code: CARR.PA €18.6 BILLION OF MARKET CAPITALISATION Market capitalisation Bloomberg Code: CA: FP at December *! "!.$ !".$ !*.= "$.> !;.# (in billions of euros) Eligibility for PEA/SRD: yes/yes Average daily volume (!)(') ",;=',!># *,>*<,'$$ (") *,"*>,;*> ",<>;,$"= ",>;<,"";

Net income from recurring $.<# (*.*<) $.!= !.*= !.#= CAPITAL AND SHAREHOLDING DIVIDEND operations per share (in €) Net dividend (in €) !.$; $.<" $.<; $.#" $.#; (<) At December 31, 2014, the share capital was €1,837,284,772.50. It is divided into The Board of Directors decided to Yield *.<$% ".><% *.$$% ".!<% ".#>% CONTACTS 734,913,909 shares of €2.50 each. propose to the Shareholders’ Meeting The number of voting rights at December 31, 2014 was 830,549,897. of June 11, 2015 a dividend of €0.68 (!) Source: NYSE Euronext. (") Data not adjusted for the distribution-in-kind on July <, "$!! (Dia). (*) Data Carrefour adjusted for distribution in kind on July <, "$!! (Dia). (') Average daily volume on Euronext. (<) Subject to After deducting the voting rights that cannot be exercised from this fi gure, the total per share for fi scal year 2014, payable approval by the shareholders at the Shareholders’ Meeting on June !!, "$!<. 33, avenue Émile-Zola number of voting rights is 820,268,424. in cash or in Carrefour shares. This TSA 55555 dividend represents a distribution rate 92649 Boulogne-Billancourt Cedex Number Number Shareholders As a % As a % of 46% of net income, Group share, Tel.: +33 (0)1 41 04 26 00 of shares of voting rights adjusted for exceptional items, which is STOCK MARKET PERFORMANCE OF CARREFOUR SHARE Blue Partners (!) '!,*;*,;'" <.#*% #=,**=,!!< ;.!!% in line with the policy defined in IN 2014 (BASE 100) Investors Relations ColDevelopment SARL !,"<$,$$$ $.!=% !,"<$,$$$ $.!<% March 2012. The ex-dividend date has [email protected] (1) Cervinia Europe *;,$'#,<$! <.!;% #>,<'#,<$! ;.*=% been set as June 17, 2015. The period Comparison between the CAC 40 index, the BEFOODR index and the Stoxx Europe 600 Retail index (2) . Shareholders Relations (") of time within which shareholders can Groupe Arnault SAS ",#<#,=<" $.*#% ",#<#,=<" $.*"% [email protected] opt for a dividend payment in cash or in 120 Bunt (*) "<,*;;,<=$ *.'<% "<,*;;,<=$ *.$#% shares will run from June 17 until July 7, Shareholders Club Subtotal !"#,$&',((' !).$*% !((,!$#,*+# &"."!% 2015 inclusive. The payment of the 110 [email protected] Galfa (') #>,;!=,$$$ >.<$% #>,;!=,$$$ ;.'!% dividend and the delivery of new shares will take place on July 17, 2015. The Employee =,=;*,'#" !.$#% !<,<*!,$#" !.;=% 100 99.46 Registered shareholders new shares will be distributed at a price 95.88 Société Générale Securities Services Shares owned !$,";!,'=* !.'$% equal to 95% of the fi rst listed prices 90 32, rue du Champ-de-Tir Controlled shares on the Euronext Paris regulated market 87.82 CS 30812 Public <*;,*$#,*$> =*."<% <=>,$"",;>= #>.="% during the 20 trading sessions preceding 80 82.90 44308 Nantes Cedex 3 the day of the Shareholders’ Meeting Tel.: +33 (0)2 51 85 67 89 TOTAL $+),*!+,*"* !"".""% #+",')*,#*$ !"".""% less the net amount of the dividend and 70 Fax: +33 (0)2 51 85 53 42 (!) Of which <,$$$,$$$ lent by Blue Partners with right of recall at its sole initiative by virtue of L. "**-> I, #° rounded up to the next euro cent. of the Commercial Code. (") Held through assimilation of Carrefour shares that can be acquired under a call option. (*) Of which "',>>>,>># shares held through assimilation of Carrefour shares that can be acquired Jan. Feb. March April May June July Aug. Sept. Oct. Nov. Dec. under a call option. (') Of which !',*!#,="< shares via equity swap. At December *!, "$!', Blue Partners and Cervinia Europe owned <=,'<*,"=* shares granting double voting rights. Carrefour CAC '$ BEFOODR Stoxx Europe #$$ Retail Source Bloomberg (!) Composition of Bloomberg Europe Food Retailers (BEFOODR) index: Ahold, Carrefour, Casino, Colruyt, More information on Delhaize, Dia, Ocado, ICA Gruppen, Sainsbury, Jeronimo Martins, Kesko OYJ, Metro, Morrison, . www.carrefour.com (") Composition of Stoxx Europe #$$ Retail index: AA PLC, Ahold, Groupe Booker, Carrefour, Casino, Colruyt, Debenhams, Delhaize, Dixons Retail, Dia, Dufry, Galenica, H&M, Home Retail, ICA Gruppen, Inchcape, Inditex, Jeronimo Martins, Kering, Kesko, Kingfisher, Marks & Spencer, Metro, Morrison, Next, Ocado, Sainsbury, Sports Direct International, Tesco. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 92 2014 HIGHLIGHTS

18.3 16.0 16.0 CSR Overview 50.8 47.7 48.7 Heralding from its belief that performance is also measured by the contribution made to Society, social responsibility has become an integral part of the Carrefour group’s strategy. This performance, measured using both financial and non-financial Paper consumption indicators, is the result of the search for continuous improvement involving the 20122013 2014 Group’s business functions in all countries. The Group undertakes concrete actions Quantity of paper purchased for commercial publications in the countries in which it operates. As part of a global approach, these actions (in kg/sq. m. of sales area) Consumption of refrigerants contribute to the company’s sustainable and responsible performance. The aim Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). 20122013 2014 of Carrefour’s actions in relation to social responsibility can be summed up as Carrefour is continuing its efforts to reduce the quantity of paper purchased for its commercial publications, Quantity of refrigerant refilled due to leakage “doing our job well” and aims to limit the use of resources by combating all forms with the goal of reaching 100% use of recycled or (in kg/1,000 sq. m. of sales area) of waste, encourage to protect biodiversity and contribute to society by certified paper (99.3% at the end of 2014). Data on a like-for-like BU basis (>#% of "$!' consolidated net sales. supporting employees and company partners. Excluding hypermarkets and supermarkets in Argentina). With Carrefour’s commitment to halt the use of hydro- 1.74 1.68 1.59 fluorocarbons (HFCs) in new refrigeration systems starting in 2015, the new fluids generated more leakage (+2.1% in comparison to 2013). Nevertheless, CO 2 emissions per sq. m. of sales area associated with More information refrigerant consumption fell by 6.8% as compared with in the 2014 Registration Document 2013, due to the new fluids’ lower impact on potential available on www.carrefour.com global warming. Carrefour is also gradually replacing its commercial cold production facilities with facilities Water consumption that use natural fluids.

20122013 2014 3.60 Quantity of water consumed (in cubic m./sq. m. of sales area) 3.58 Data on a like-for-like BU basis (>!% of "$!' consolidated net sales. Excluding hypermarkets and supermarkets in Belgium and Argentina). LIMITING THE USE OF RESOURCES Within one year, additional water conservation of 5.8% BY COMBATING ALL FORMS OF WASTE per sq. m. of sales area was achieved, with a total of 15.5 million cubic metres consumed in Group stores. 64.8 582.6 572.2 Stores around the world are gradually adopting solutions 58.5 61.3 552.0 to limit water consumption, such as motion-detection taps and systems for collecting and recycling rainwater. Greenhouse gaz emissions

6.9 6.9 2013 2014 6.4 Total emissions (in millions of t. CO 2 eq.) Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). Waste recovery Store energy In 2014, CO 2 emissions fell by 0.6% vs 2013 with the from stores consumption 1/2/3 scope of distribution remaining stable, with efforts to reduce CO 2 consistent across the board. The 20122013 2014 20122013 2014 Group has set a goal to reduce its CO 2 emissions by 40% by 2020, as compared with 2009 levels in four In % of total waste Electricity, gas and fuel (in kWh/sq. m. of sales area) CO 2 emissions Data on a like-for-like BU basis (>"% of "$!' consolidated net sales. Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). per transported pallet European countries (France, Spain, Italy and Belgium, Excluding hypermarkets in Argentina and supermarkets in Italy and Argentina). At the end of 2014, energy consumption (electricity, representing 38% of the Group’s emissions). Initiatives Carrefour continues to develop solutions based on a gas and fuel) for Group stores per sq. m. of sales area 20122013 2014 in place since 2009 have led to CO 2 emissions falling circular economic model and local waste management, fell by 3.5% vs 2013 and by 31.1% vs 2004. The CO 2 emissions per transport unit (in kg CO 2/pallet) by 30.5%. with the goal of recovering 100% of waste produced Group’s goal to achieve a 30% reduction by 2020 was Data on a like-for-like BU basis (;<% of "$!' consolidated net sales. in stores. In 2014, the waste recovery rate increased by achieved 6 years earlier, thanks to a policy to reduce Excluding hypermarkets and supermarkets in Brazil). The many initiatives launched by Carrefour (optimised 3.5 points (vs 2013) to reach nearly 65%, and the kWh/sq. m. carried out at store level. Likewise, CO2 percentage of recycled organic waste rose in conjunction emissions per sq. m. in energy consumption fell by 0.5% lorry loads, fewer empty returns, clean vehicles, etc.) with the biomethanisation project (12% of waste as compared with 2013. led to a 7% reduction in CO 2 emissions per pallet recycled in 2014, vs 9% in 2013). transported in 2014 (vs 2013). WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 94 2014 annual activity and responsible commitment report – 95 2014 HIGHLIGHTS

ENCOURAGING SUPPORTING EMPLOYEES 381,227 Training 363,989 TO PROTECT BIODIVERSITY AND COMPANY PARTNERS 73 15 .5 HOURS 4.5MILLION 62 OF TRAINING PER EMPLOYEE TRAINING HOURS ON AVERAGE PROVIDED DURING 2014 Shared between the Group and country or entity levels, the training plan focuses on two key areas: developing 115 112 Carrefour’s business function skills in order to provide Use of RSPO (1) -certified 89 Employees better customer service, and encouraging employees’ sustainable palm oil personal and managerial development. in Carrefour brand products 2013 2014 Internal promotion 2013 2014 In % of total volume of palm oil Managers 48 % Consolidation of data from Argentina, Belgium, Brazil, France, Italy, Poland, Romania and Taiwan. Number of own-brand 10.5% RATE OF INTERNAL PROMOTION During 2014, the percentage of RSPO-certified palm oil used in Carrefour fair trade products Europe 55.7% Employees Directors By placing emphasis on internal promotions, Carrefour brands rose by 11 points as compared with 2013, consistent with 88.8% 0.6% 20122013 2014 acts as a social ladder for its employees. As an example, Carrefour’s goal of using 100% certified sustainable palm oil in Carrefour store employees can rise to the position of department Number of own-brand fair trade products brand products by the end of 2015. manager or sector manager. The rate of internal promotion ( ) Roundtable on Sustainable Palm Oil. Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). reached 48% in 2014. Senior During 2014, sales of own-brand fair trade products directors 552 rose by 15.9% as compared with 2013, and the Asia 0.1% 37.5 18.9% 36.2 36.9 number of listed products increased by 25.8%. 35.0 418 414 Latin America 25.4% Breakdown Breakdown by geographic region by category

Employee distribution reflects A significant majority of Growth 1,508 of Carrefour Quality Lines 1,333 the multi-format and multi- Carrefour employees work in channel retail model deve- stores, serving customers. Gender equality 20122013 2014 loped in the 10 integrated With an 88.8% ratio of 2011 20122013 2014 countries. employees, the breakdown of In number of partnerships Percentage of women in management positions Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). the workforce by category reflects this organisation. Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). Carrefour continued to expand its Carrefour Quality Lines, with 138 new In 2014, the Group continued to promote gender equality product lines during 2014 and one simple idea: offer local agricultural and the promotion of women at all management and res- products at a fair price, grown using environmentally-friendly methods Social audits ponsibility levels. The percentage of women in management through long-standing relationships with over 21,000 partner suppliers. Full time Permanent 76.8% contracts positions rose by 7.1% over 4 years. A number of initiatives 2013 2014 92.2% took place during 2014 in all countries where the Group 2,268 Number of social audits (including initial audits (1) ) operates. 2,153 1,998 (!) Audits to check compliance with the social charter prior to listing. 3.0 2.8 2.6 2.7

Part time Number of own-brand organic Fixed-term 23.2% contracts food products 7.8% Breakdown Breakdown Employees 20122013 2014 by work schedules by type of contract with disabilities Number of controlled organic product listings Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). Carrefour is committed to implementing organisational models 2011 20122013 2014 Sales of organically-grown foods grew by 12.2% in 2014 as compared that ensure consistent quality of service while taking into account Percentage of employees recognised as having a disability with 2013, and the number of listed products rose by 5.3%. In all areas of employee expectations in compliance with local regulations. Data on a like-for-like BU basis (!$$% of "$!' consolidated net sales). consumption, Carrefour offers a wide range of organic foods, cosmetics Part-time work and fixed-term contracts address the need to At the end of 2014, Carrefour employed 11,218 employees and textiles. tailor store activities to customer flow. recognised as having a disability, up 21.3% over 4 years. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 96 2014 annual activity and responsible commitment report – 97 GOVERNANCE

The Board of Directors The Country and The Board of Directors is a collective body that represents all shareholders and acts in the Company’s interest in all circumstances. The Board ensures that its membership is balanced, its ability, experience Management Region and representativeness serve the Company, and its operating procedures are appropriate in order to act in the Company’s interest and fulfi l its missions. The Board approves the Company’s strategy and ensures its implementation. Except for the powers team Management attributed to the Shareholders’ Meeting and in accordance with the Company’s business object, the Board deals with all questions in the Company’s interest and resolves through its deliberations the issues that are raised. Georges Plassat Noël Prioux Thierry Garnier Chairman and Chief Executive Offi cer Executive Director France Executive Director China-Taiwan Georges Plassat Charles Edelstenne Jérôme Bédier Gérard Lavinay Rami Baitieh Chairman and Chief Executive Officer Appointment: July 28, 2008 General Secretary Executive Director Northern Europe Executive Director Taiwan Appointment: May 23, 2012 Term of offi ce expires: Shareholders’ Meeting THE SPECIALISED Term of offi ce expires: Shareholders’ Meeting convened to approve the fi nancial statements Pierre-Jean Sivignon Guillaume de Colonges Charles Desmartis convened to approve the fi nancial statements for the fi scal year ending December 31, 2015. COMMITTEES for the fi scal year ending December 31, 2014. Chief Financial Officer Executive Director Poland Executive Director Brazil Diane Labruyère-Cuilleret To take into account Georges Ralli Appointment: June !;, "$!" the nature and Marie-Noëlle Brouaux Jean-Baptiste Dernoncourt Daniel Fernandez Vice-Chairman Term of office expires: Shareholders’ Meeting characteristics of the Executive Communications Director Executive Director Romania Executive Director Argentina Appointment: June 18, 2012 convened to approve the financial statements Company’s activities, Term of offi ce expires: Shareholders’ Meeting for the fiscal year ending December *!, "$!'. the Board of Directors’ Jacques Ehrmann François Melchior de Polignac Stéphane Thouin convened to approve the fi nancial statements Committees are Executive Director, for the fi scal year ending December 31, 2014. Mathilde Lemoine Executive Director Belgium Executive Director Appointment: May "$, "$!! as follows: Assets, Development and New Ventures International Partnerships * Bernard Arnault Term of office expires: Shareholders’ Meeting THE ACCOUNTS Pascal Clouzard Appointment: July 28, 2008 convened to approve the financial statements Anne Carron Executive Director Spain Term of offi ce expires: Shareholders’ Meeting for the fiscal year ending December *!, "$!'. COMMITTEE Chairman: Human Resources Director convened to approve the fi nancial statements Eric Uzan for the fi scal year ending December 31, 2016. Bertrand de Montesquiou Georges Ralli Appointment: June !;, "$!" Members: Executive Director Italy Thomas J. Barrack Jr. * Term of office expires: Shareholders’ Meeting Nicolas Bazire* Appointment: January 15, 2014 convened to approve the financial statements René Brillet Term of offi ce expires: Shareholders’ Meeting for the fiscal year ending December *!, "$!'. Mathilde Lemoine convened to approve the fi nancial statements for the fi scal year ending December 31, 2015. Amaury de Seze THE REMUNERATION Senior Independent Director Nicolas Bazire * Appointment: April "$, "$$< COMMITTEE Appointment: July 28, 2008 Term of office expires: Shareholders’ Meeting Chairman: Term of offi ce expires: Shareholders’ Meeting convened to approve the financial statements Thierry Breton convened to approve the fi nancial statements for the fiscal year ending December *!, "$!#. Members: for the fi scal year ending December 31, 2014. René Brillet Anne-Claire Taittinger Charles Edelstenne Jean-Laurent Bonnafé * Appointment: April "$, "$$< Appointment: July 28, 2008 Term of office expires: Shareholders’ Meeting THE APPOINTMENTS Term of offi ce expires: Shareholders’ Meeting convened to approve the financial statements COMMITTEE convened to approve the fi nancial statements for the fiscal year ending December *!, "$!<. Chairman: for the fi scal year ending December 31, 2016. Philippe Houzé Bertrand de Montesquiou Thierry Breton Observer Members: Appointment: July 28, 2008 Appointment: October !<, "$!' Nicolas Bazire* Term of offi ce expires: Shareholders’ Meeting Appointment as Director proposed during Diane Labruyère-Cuilleret convened to approve the fi nancial statements the Shareholders’ Meeting convened Anne-Claire Taittinger for the fi scal year ending December 31, 2015. to approve the financial statements for the fiscal year ending December *!, "$!'. René Brillet Appointment: April "$, "$$< Term of offi ce expires: Shareholders’ Meeting Find more information on governance in convened to approve the fi nancial statements the Registration Document available on for the fiscal year ending December *!, "$!#. * Non-independent Director. www.carrefour.com WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 98 2014 annual activity and responsible commitment report – 99 ADDRESSES

Contacts

CARREFOUR GROUP FRANCE LATIN AMERICA DISCOVER OUR OTHER PUBLICATIONS

Head office 93, avenue de Paris – BP 83 Argentina 33, avenue Émile-Zola 91300 Massy Cuyo 3367 – 1640 Martínez TSA 55555 Tel.: +33 (0)1 69 19 30 00 Provincia de Buenos Aires 92649 Boulogne-Billancourt Cedex Tel.: +54 11 40 03 70 00 GUIDE DE Tel.: +33 (0)1 41 04 26 00 L’ACTIONNAIRE 2015 EUROPE Brazil Investors Relations Rua George Eastman, no. 213 [email protected] CEP 05690-000 São Paulo Belgium Tel.: +55 11 37 79 60 00 20, avenue des Olympiades 1140 Bruxelles Shareholders Relations Tel.: +32 2 729 21 11 "$!' Registration Document "$!' Carrefour Foundation "$!< Shareholder’shareholder’s guidegu ide [email protected] ASIA annual report (in French version) Spain Shareholders Club Calle Campezo, 16 China Autorisation 19887 Polígono de las Mercedes Floor 18, Tower A, Central Towers 75443 Paris Cedex 09 28022 Madrid No. 555 Langao Road, Putuo District Tel.: 0805 902 902 Tel.: +34 91 301 89 00 200333 Shanghai GET THE LATEST NEWS ON THE CARREFOUR GROUP [email protected] Tel.: +86 21 3878 4500 On our website On Twitter ® Italy Registered Shareholders Via Caldera, 21 Taiwan Société Générale Securities Services 20153 Milano 5F, No. 136. Daye Rd., (SGSS) Tel.: +39 02 48 251 Beitou Dist, Taipei City 32, rue du Champ-de-Tir Tel.: +886 2 2898 1999 CS 30812 44308 Nantes Cedex 3 Tel.: +33 (0)2 51 85 67 89 Poland Ul. Targowa 72 Fax: +33 (0)2 51 85 53 42 www.carrefour.comfour.com @CarrefourGroup 03-734 Warszawa Tel.: +48 22 517 21 10

Creation: Carrefour group Communications Department. Romania Design and production: Photo credits: Lionel Barbe, Elisa Desmares, David Pell Multimédia, Marta Nascimento / REA, Christophe Lebedinsky, Victor Moriyam / Xibé, Blvd. Timisoara nr. 26z, sector 6 Olivier Lechat, Vincent Rosenblatt / Agencia Olhares, Christophe Gay / Skyzone, Dako Films, Thomas Raffoux, Philippe Bauduin, Philippe Lévy, Cladirea Anchor Plaza – Etaj 8 Eric Charneux, Jean-Marc Lebaz, Didier Robsics, Carrefour library, all rights reserved. 061331 Bucure¸sti Illustrations: Laurent Cilluffo. Tel.: +40 21 206 74 00 Paper: the Carrefour group has made a commitment to responsible management of its paper purchases. The paper used in this report is FSC (Forest Stewardship Council) certified. This certification attests to compliance with a set of internationally recognised forest management principles and criteria. The aim of the FSC is to promote environmentally responsible, socially beneficial and economically viable forest management. Printing: this document was printed by Frazier certified by the FSC and ISO !'$$! (Environmental Management System). Frazier has received the Imprim’Vert ® label certifying that it meets the criteria for the management of hazardous waste, storage of hazardous materials and elimination of toxic products. WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775 100 www.carrefour.com Société anonyme with capital of €1,837,284,772.50 Head offi ce: 33, avenue Émile-Zola – 92100 Boulogne-Billancourt – France 652 014 051 RCS Nanterre WorldReginfo - bbbbdba5-0511-409a-9707-4f443b9ec775