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Retail Customer Experience Benchmarking
Google’s Omnichannel Customer Experience Review Creating seamless retail experiences Businesses that succeed in the future will be the ones that figure out how to meet consumer expectations for seamless omnichannel experiences. To help businesses understand the best examples of these types of experiences, Google partnered with Practicology to review 145 retailers across seven European countries. Here we summarise the findings for the UK, where we reviewed 40 retailers. 1 SEAMLESS CUSTOMER EXPERIENCES ARE CRITICAL 82% 60% 72% 82% of smartphone users 6 in 10 internet users check whether 72% of businesses name consult their phone on purchases a product is available in a local store improving customer they are about to make in-store1 before visiting a retail location2 experience their top priority3 2 EUROPEAN RESULTS 3 RETAIL PERFORMANCE BY VERTICAL Average omnichannel CX score - by country Average omnichannel CX score in the UK - by retail (% of CX principles and criteria passed) category (% of CX principles and criteria passed) Furniture Department 52% Homeware Stores 48% 48% 47% 44% 59% 45% Electronics 49% 54% DIY Telecoms Garden 52% 54% Specialities Fashion UK FR NL SE/NO/DK DE The UK is top of the list, with retailers scoring UK department store retailers offer the particularly well in terms of offering flexible best experiences, particularly by usaging fulfillment options and providing relevant in-store technology, providing flexible store details on their website. fulfilment options and running promotions across channels. 4 PERFORMANCE BY CX PRINCIPLE UK retailers excel in offering more flexible fulfilment options than retailers in other markets. In terms of offering omnichannel customer service, there is still room for improvement. -
Robyn Rihanna Fenty and Others -V- Arcadia Group Brands Limited And
Neutral Citation Number: [2015] EWCA Civ 3 Case No: A3/2013/2087 & A3/2013/2955 IN THE COURT OF APPEAL (CIVIL DIVISION) ON APPEAL FROM THE HIGH COURT OF JUSTICE CHANCERY DIVISION INTELLECTUAL PROPERTY The Hon Mr Justice Birss [2013] EWHC 2310 (Ch) Royal Courts of Justice Strand, London, WC2A 2LL Date: 22/01/2015 Before: LORD JUSTICE RICHARDS LORD JUSTICE KITCHIN and LORD JUSTICE UNDERHILL - - - - - - - - - - - - - - - - - - - - - Between: (1) Robyn Rihanna Fenty Claimants/ (2) Roraj Trade LLC Respond- (3) Combermere Entertainment Properties, LLC ents - and - (1) Arcadia Group Brands Limited Defendants/ (2) Topshop/Topman Limited Appellants - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Martin Howe QC and Andrew Norris (instructed by Reed Smith) for the Claimants/Respondents Geoffrey Hobbs QC and Hugo Cuddigan (instructed by Mishcon de Reya) for the Defendants/Appellants Hearing dates: 18/19 November 2014 - - - - - - - - - - - - - - - - - - - - - Approved Judgment Judgment Approved by the court for handing down. Fenty & Ors v Arcadia & Anr Lord Justice Kitchin: Introduction 1. These proceedings concern a complaint by Rihanna, the world famous pop star, about the sale of fashion garments bearing her image. 2. The appellants (collectively “Topshop”) own and operate the well known Topshop retail fashion stores. In 2012 Topshop began to sell in its stores and through its website a fashion t-shirt displaying a clearly recognisable image of Rihanna. The image was derived from a photograph of Rihanna which was taken when she was on a video shoot for a single from her “Talk That Talk” album. Rihanna is looking directly at the camera with her hair tied above her head with a headscarf. It is, as the judge thought, a striking image and similar images had been used by Rihanna in connection with the Talk That Talk album. -
1 Court of Appeal Found No Love for Topshop Tank
View metadata, citation and similar papers at core.ac.uk brought to you by CORE provided by CLoK Court of Appeal found no love for Topshop tank: theimage right that dare not speak its name Susan Fletcher Senior Lecturer in Law, University of Central Lancashire Justine Mitchell Associate Lecturer in Law, University of Central Lancashire Subject:Passing Off. Other related subjects: Torts. Image rights.Personalityrights.Publicityrights.Passing off. Tradeconnections.Intellectual property. Keywords:passing off, image rights, personality rights, publicity rights, trade marks, goodwill, misrepresentation, merchandising, endorsements, English law, comparative law, unfair competition, freeriding, unjust enrichment, dilution, monopoly, social media, photograph, Rihanna, Topshop, Fenty, Arcadia Abstract:This article contains an analysis of the first instance and appeal decisions of the “Rihanna case”.In particular, the authors consider the substantive law of passing off in the context of the unauthorised use of a celebrity's image on a Topshop tank vest top. This is followed by a discussionof the consequences of the caseforcelebrities, consumers and stakeholders in theentertainmentand fashion industries. Every time you see me it's a different colour, a different shape, a different style. ....because it really...I/we just go off of instinct. Whatever we feel that very moment, we just go for it. Creatively, fashion is another world for me to get my creativity out.12 1Rihanna quote from the Talk That Talk music video available at www.youtube.com/watch?v=cVTKxwO2UnU -
Factory List to Demonstrate Our Pledge to Transparency
ASOS is committed to Fashion With Integrity and as such we have decided to publish our factory list to demonstrate our pledge to transparency. This factory list will be refreshed every three months to ensure that as we go through mapping it is continually up to date. This factory list does not include factories inherited from acquisitions made in February 2021. We are working hard to consolidate this supply base, and look forward to including these additional factories in our factory list once this is complete. Please see our public statement for our approach to the Topshop, Topman, Miss Selfridge and HIIT supply chains https://www.asosplc.com/~/media/Files/A/Asos-V2/reports-and- presentations/2021/asos-approach-to-the-topshop-topman-miss-selfridge-and-hiit- supply-chains.pdf Please direct any queries to [email protected] More information can be found in our ASOS Modern Slavery statement https://www.asosplc.com/~/media/Files/A/Asos- V2/ASOS%20Modern%20Slavery%20Statement%202020-21.pdf 31st May 2021 Number of Female Factory Name Address Line Country Department Male Workers Workers Workers 2010 Istanbul Tekstil San Ve Namik Kemal Mahallesi, Adile Nasit Bulvari 151, Sokak No. 161, B Turkey Apparel 150-300 53% 47% Dis Tic Ltd Sti Blok Kat1, Esenyurt, Istanbul, 34520 20th Workshop of Hong Floor 3, Building 16, Gold Bi Industrial, Yellow Tan Management Guang Yang Vacuum China Accessories 0-150 52% 48% District, Shenzhen, Guangdong, 518128 Technology Co., Ltd. (Nasihai) 359 Limited (Daisytex) 1 Ivan Rilski Street, Koynare, Pleven, 5986 -
Rihanna V Topshop & Passing Off: a Love/Hate Relationship
Crefovi was a speaker at 2013 Cosmetic compliance summit in London The new European Union EU(‟”) cosmetics regulation entered into force on 11 July 2013. Many, in the cosmetics industry, are still confused over the exact wording of the regulation, which nonetheless implies tightening safety controls and information on cosmetic products. This topic was debated during the 2013 Cosmetic compliance summit, in London, on 15 October 2013. The Cosmetic compliance summit was Europe’s first two day event dedicated entirely to the EU cosmetic regulation and its implications. This summit gave brand owners, cosmetic designers and formulators, as well as cosmetics manufacturing companies, a chance to network, share best practices, discuss obstacles and overcome some of the biggest challenges the cosmetics industry faces today. Key industry professionals met in London at the Cosmetic compliance summit to discuss the surrounding issues, on 15 and 16 October 2013. Annabelle Gauberti, founding and managing partner of Crefovi, an expert on the law of luxury goods, spoke on Wednesday 16 October 2013, at the Cosmetic compliance summit, about the legal aspects of the EU Cosmetic products regulation and about how to become legally compliant with this EU regulation. You can watch her presentation here: While there is ample information in the industry surrounding the cosmetic products regulation, from a manufacturer and safety perspective, there is less available discussing the legal implications this regulation throws up. Hear from a leading legal professional on the key areas you need to be focusing on from a legal point of view, in this webcast recorded during the 2013 Cosmetic compliance summit in London, on 15 October 2013. -
The Aesthetics of Mainstream Androgyny
The Aesthetics of Mainstream Androgyny: A Feminist Analysis of a Fashion Trend Rosa Crepax Goldsmiths, University of London Thesis submitted for the degree of Ph.D. in Sociology May 2016 1 I confirm that the work presented in this thesis is my own. Rosa Crepax Acknowledgements I would like to thank Bev Skeggs for making me fall in love with sociology as an undergraduate student, for supervising my MA dissertation and encouraging me to pursue a PhD. For her illuminating guidance over the years, her infectious enthusiasm and the constant inspiration. Beckie Coleman for her ongoing intellectual and moral support, all the suggestions, advice and the many invaluable insights. Nirmal Puwar, my upgrade examiner, for the helpful feedback. All the women who participated in my fieldwork for their time, patience and interest. Francesca Mazzucchi for joining me during my fieldwork and helping me shape my methodology. Silvia Pezzati for always providing me with sunshine. Laura Martinelli for always being there when I needed, and Martina Galli, Laura Satta and Miriam Barbato for their friendship, despite the distance. My family, and, in particular, my mum for the support and the unpaid editorial services. And finally, Goldsmiths and everyone I met there for creating an engaging and stimulating environment. Thank you. Abstract Since 2010, androgyny has entered the mainstream to become one of the most widespread trends in Western fashion. Contemporary androgynous fashion is generally regarded as giving a new positive visibility to alternative identities, and signalling their wider acceptance. But what is its significance for our understanding of gender relations and living configurations of gender and sexuality? And how does it affect ordinary people's relationship with style in everyday life? Combining feminist theory and an aesthetics that contrasts Kantian notions of beauty to bridge matters of ideology and affect, my research investigates the sociological implications of this phenomenon. -
Glasgow University Magazine | Autumn 2008 |Free
GLASGOWgum UNIVERSITY MAGAZINE | AUTUMN 2008 |FREE SCOTLAND’S OLDEST AND BEST STUDENT MAGAZINE GUM.GLASGOWSTUDENT.NET GUM•1 Editors : Franck Martin & Jim Wilson Features Editor : Catriona Matheson Chief Writer: Gerry McKeever Web Editor : Aidan Cook Content : Franck Martin Design : Jim Wilson Cover Image : Recoat Gallery Contributors: Justin Caselton, Laura Doherty, Zoe Grams, John Hutchinson, Jessica McBride, Scott McGinlay, James Rae, Ali Stoddart. Special Thanks : Zoe, Bob, Amy & Ali, Nicola, Hazel G, Chris & Angie, Gillian, Cara, Jude & Vic Wasps Artists Studios, Urban Outfitters, American Apparel, New Look, Miss Selfridge, Marks & Spencer, Recoat Gallery, Polaroid, Glasgow Science Centre. All works © their authors 2008. Contact GUM Email: [email protected] Phone: 0141-339-8541 Glasgow University Magazine John MacIntyre Building University Avenue Glasgow G12 8QQ 2•GUM Alright pal! Welcome to GUM, your free slice of Glaswegian life and times lovingly complied by a troop of over worked and underpaid hacks. We have trawled the depths of sub-culture to bring you a collection gumof the real, the random and the rapturous. Mr. Andrew Rae, of Monkey Dust fame, was good enough to have a quick chin wag while the proprietors of the Recoat Gallery (323 North Woodside Road) kindly invited us into their urban abode to have a chat about graffiti and angry old women. BUT if that does not get your pulse racing then the surreal world of telepathic may just do the trick. At GUM we do not like to take chances when entertaining you, our precious reader, so in the name of depth we fired in some material about the dreaded credit crunch and asexuality. -
A Leading Multi-Channel, International Retailer 2011 Highlights
Debenhams Annual Report and Accounts 2011 A leading multi-channel, international retailer 2011 highlights Financial highlights* Gross transaction value £2.7bn +4.5% Revenue £2.2bn +4.2% Headline profit before tax £166.1m +10.0% Basic earnings per share 9.1p +21 . 3% Dividend per share 3.0p *All numbers calculated on 53 week basis Operational highlights • Market share growth in most key categories: women’s casualwear, menswear, childrenswear and premium health & beauty • Strong multi-channel growth; online GTV up 73.8% to £180.4 million1 • Excellent performance from Magasin du Nord: EBITDA up 141.1% to £13.5m2 • Sales in international franchise stores up 16.5% to £77.0m1 • Three new UK stores opened, creating 350 new jobs • Eleven store modernisations undertaken • New ranges including Edition, Diamond by Julien Macdonald and J Jeans for Men by Jasper Conran • “Life Made Fabulous” marketing campaign introduced 1 53 weeks to 3 September 2011 2 53 weeks to 3 September 2011 vs 42 weeks to 28 August 2010 Welcome Overview Overview p2 2 Chairman’s statement 4 Market overview 6 2011 performance Chief Executive’s review New Chief Executive p8 Michael Sharp reviews the past year and sets the Strategic review strategy going forward Strategic review p8 8 Chief Executive’s review 11 Setting a clear strategy for growth 12 Focusing on UK retail 16 Delivering a compelling customer proposition 20 Multi-channel Focusing on UK retail 24 International Improving and widening Finance review p12 the brand in the UK Finance review p28 28 Finance Director’s review -
Can Arcadia Stop the Rot? As Sir Philip Green's Fashion Empire Faces Tough Times, Gemma Goldiingle and George Macdonald Analyse How It Can Turn the Corner
14 Retail Week June 16, 2017 Can Arcadia stop the rot? As Sir Philip Green's fashion empire faces tough times, Gemma Goldiingle and George MacDonald analyse how it can turn the corner ashion giant Arcadia, owner of famous One of the Arcadia brands facing the fascias such as Topshop, Evans and most competition is the jewel in its Dorothy Perkins, suffered a steep fall in crown - Topshop. profits last year. The retailer was once a haven for FThe retailer's annual report and accounts, fashion-forward young shoppers and filed at Companies House this week, showed exuded cool. that earnings took a£129.2m hit from excep- However, over the past decade tionals as onerous lease provisions and costs Zara, H&M and Primark have surged relating to the now defunct BHS had an impact. in popularity while pureplay rivals But even before such items were taken such as Asos and Boohoo are also rivalling into account, operating profit slid 16% from Topshop in the style stakes. £252.9m to £211.2m on sales down from Some industry observers believe it is no £2.07bnto£2.02bn. longer the automatic first-choice shopping Arcadia faces many of the same problems destination for its young customers. as its peers, such as changes to consumer GlobalData analyst Kate Ormrod says: spending habits and currency volatihty, as well "Online pureplays are now the first port of as some particular challenges of its own. call. They are dominating in terms of customer Arcadia said: "The retail industry continues engagement. Shoppers are on there first thing Has Topshop(above, to experience a period of major change as in the morning and last thing at night." right) lost its cool customers become ever more selective and Ormrod says that Topshop needs to do more despite attempts to value-conscious and advances in technology to engage its customers online and connect remain current? open up more diverse, fast-changing and more with popular culture. -
Silver Belle NEW YORK — Hollywood Glamour Is Always in Style
THE NEW NORTHPARK/9 FASHION’S STARRING ROLE/13 WWDWomen’s Wear DailyWEDNESDAY • The Retailers’ Daily Newspaper • May 3, 2006 • $2.00 Sportswear Silver Belle NEW YORK — Hollywood glamour is always in style. Simple, sassy and elegant party frocks are sure to liven up the coming holiday season. Here, Nanette Lepore’s silk and metallic halter dress, a Head Dress headband and Stuart Weitzman shoes. The British Invasion: Topshop Aims to Open Flagship in New York By David Moin M FRIDAY M FRIDAY NEW YORK — Get ready America: Topshop is on its way. British retail tycoon Philip Green wants to make his mark in the U.S. and SON MAKEUP; STYLED BY KI SON MAKEUP; STYLED BY a Topshop flagship could open in New York as soon as next spring. He already has his eyes on a site, but declined to reveal details beyond saying it is 60,000 to 90,000 square feet in size. “If we enter here, we’re not going to be TZ/KRAMER + KRAMER/HAKANS TZ/KRAMER low-key,” assured Green, the flamboyant billionaire owner of Arcadia, parent of Topshop, Dorothy Perkins, Burton, Miss Selfridge and department store British Home Stores. Topshop 12 E; HAIR AND MAKEUP BY SUZANNE KA E; HAIR AND MAKEUP BY See , Page PHOTO BY TALAYA CENTENO; MODEL: CECILIA/SUPREM TALAYA PHOTO BY 2 WWD, WEDNESDAY, MAY 3, 2006 WWD.COM Maria D. Lopez Resigns at St. John WWDWEDNESDAY Sportswear NEW YORK — Maria D. Lopez, who was second on a mission the past 18 months to reach a young- in command to Tim Gardner, head designer at er clientele and started experimenting with new St. -
Clothing & Footwear
CLOTHING & FOOTWEAR NOVEMBER 2000 An Ireland retail perspective Apparel sector averaging double digit growth. Go forth and multiply – impact of UK multiples. Consumers dress down. Putting fabrics first. Designed at home, sourced world-wide. Topline Summary Contents Topline Summary 1 Market size Product trends Market Size 4 The retail clothing market in Ireland was In general terms, Irish fashion has worth IR£3.4bn in 1999, or £2.7bn sterling integrated with European and international Market Segmentation 7 at retail prices, and has grown by 59% trends. It has become increasingly difficult since 1995.The Republic’s clothing market to define an Irish look, beyond the obvious Product Trends 7 has almost doubled in size within that stereotypes of Aran sweaters and tweeds. Key Clothing period (+75%), while NI has grown 27%. Brands 11 In the last 3-4 seasons the directional Retail Trends 13 The high growth in the clothing market can trends have been less structured–in Pricing and be explained by the increasing amounts of other words soft tailoring, casual, Margins 14 imports (+45% in 5 years) coupled with the layering, uncoordinated clothing has Opportunities for UK multiples continued expansion in the displaced the tailored co-ordinated look. Clothing Suppliers Irish market. This trend is true of womenswear, in Ireland 15 menswear and childrenswear. Advertising and Northern Ireland accounts for Stg£0.7bn at Promotion 17 retail prices or 26% of the total market, Manufacturing Future Outlook and against IR£2.5bn in the Republic. Irish manufacturers share of the home Recommendations 19 market is estimated to be between 10-12% Key Retailers 23 The market is forecast to grow by 19% in 1999/2000 or between IR£350-400m at Market Sources 25 end of 2001 with the market in the retail prices, with the balance of supply Republic projecting 20% growth against being imported. -
SISEU and Wing Tai Retail Committed to Helping Workers Affected by Restructuring Exercise
28 February 2020 SISEU and Wing Tai Retail Committed to Helping Workers Affected by Restructuring Exercise 1 Wing Tai Retail has been reviewing its business operations since late last year, in close consultation with the Singapore Industrial and Services Employees’ Union (SISEU). As a result of the review, the company has identified some job positions that will cease to exist. Both Wing Tai Retail and the union are committed to ensure fair treatment and compensation package for affected employees. 2 In the immediate term, SISEU, through collaboration with NTUC’s e2i (Employment and Employability Institute), will render the necessary assistance to affected employees. This includes job searching, career coaching and employability training. In addition to the compensation package, through joint efforts, affected employees will also be given a one- time grant by the Company, which they can use to pick up new skills and better position themselves for future opportunities. 3 Ms Sylvia Choo, Executive Secretary of SISEU, said, “In light of this development, we want to assure our workers that the union is here for them. Our key priority is to ensure that our workers are treated fairly. More importantly, we will also continue to work together with the relevant training and placement partners such as e2i to ensure that affected employees are able to smoothly transition into their next jobs. We also urge more workers to join the union so that we can come in to provide assistance, should and when the need arises.” ### For media queries, please contact: National Trades Union Congress: Lim Li Yin Principal Consultant Strategic Communications DID 6213 8192 HP 9170 7622 [email protected] Wing Tai Retail: Lee Hwee Hong Head, Group Corporate Communications DID 63803956 [email protected] About Singapore Industrial and Services Employees’ Union The Singapore Industrial and Services Employees’ Union was formed in 1981.