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21104743 1 Shopper Stop Ar2k11 Ordinary Cover Final 20 YEARS. 20 LAKHS LOYAL CUSTOMERS. And the journey goes on. Shoppers Stop has been pioneering the modern retail industry in India for 2 decades, always staying one step ahead. Thanks to the Company's diligence, expertise and credibility, Shoppers Stop has become the highest benchmark for the Indian modern retail industry, providing the ultimate in customer satisfaction across the country. It created a World Class shopping experience by taking the first step towards a new era of fashion and lifestyle. It's been 20 years of constant evolution and limitless innovation. It's been 20 years of upholding the philosophy to always “Start Something New.” Annual Report 2010-11 01 MILESTONES Annual Report 2010-11 02 MAKING BREAKTHROUGHS Shoppers Stop’s journey to becoming a leader in the modern retail market has been dotted with successes. Over the years, it has built up a sterling reputation with its dedication to stringent quality of products, superior customer care and unparalleled shopping experience. 1991 1992 Offering expanded to include suiting, boyswear and ladies merchandise . Added Casuals, Kidswear, Jewellery, Fragrances, Cosmetics and Watches making Shoppers 1993 Stop India’s first ever departmental store. Shoppers Stop launched an exclusive loyalty program titled “The First Citizen’s Club” and 1994 “STOP” the first in-house label. 1995 First steps towards a pan-India presence. Shoppers Stop launched its second store in Bengaluru. Annual Report 2010-11 03 Shoppers Stop began its journey of exciting marketing promotions and in-store excitement with a first of 1996 its kind “Festival of Britain”, celebrated in association with the commercial department of the British Consulate. Shoppers Stop incorporated as a body corporate. Launched Parikrama, a festival to celebrate Indian 1997 tradition and culture. Sole retailer to be awarded the Intercontinental Group of Department Stores (IGDS) membership. 1998 Instituted Customer Care Associate as the common designation for all employees. 1999 Retail revolution took roots in North India with the launch of stores in Ansal Plaza (Delhi) and Jaipur. 2000 India’s popular chain of bookstores, Crossword, became a part of Shoppers Stop. Shoppers Stop launched in Chennai. First Indian retailer to adopt Enterprise Resource Planning (ERP) in association with J.D. Armstrong to 2001 strengthen processes. 2003 Fashion stepped into the East with the launch of a store in Kolkata. 2004 Shoppers Stop was voted India’s most favoured retail destination of the year by Images Retail Reward. Annual Report 2010-11 04 HomeStop – Home needs specialist store launched in Bengaluru. Shoppers Stop IPO 2005 oversubscribed overall by 17.25 times. ‘Crossword’ became a wholly owned subsidiary of the Company. Brand positioning changed from “Feel the experience” to “Shopping. And beyond”. 2006 Mothercare launched in India by Shoppers Stop. Declared “Retailer of the year” at the Images Fashion Forum. Created movie merchandising history with the unveiling of the Om Shanti Om collection. Celebrated the launch with Shahrukh Khan, Deepika Padukone and Arjun Rampal modelling the 2007 clothes at a fashion show. The Company acquired a 19% stake in Hypercity. Felicitated the Gold Shield Award by ICAI for 'Excellence in Financial Reporting for the Year 2006' in the Manufacturing & Trading Enterprise category. Shoppers Stop was awarded the “Emerging market retailer of the Year” at the World Retail 2008 congress in April 2008. Mr. Nagesh has been inducted into the “World Retail Hall of Fame” at the World Retail Congress in Barcelona. Shoppers Stop repositioned and reinvented as a “bridge to luxury” brand with the unveiling of the new logo and tagline, “START SOMETHING NEW”. 2009 Pioneered mascot licensing through an exclusive tie-up for certain products with Vodafone for their popular brand mascot Zoozoo. 2010 Operations expanded to 36 stores across 15 cities. 2011 Recognised as the ‘Most Respected Company in the Retail Sector’ by Business World. Annual Report 2010-11 05 BRAND JOURNEY BRAND REINVENTION The evolution of the brand Shoppers Stop began when the baseline of the brand logo changed with ever-rising customer aspirations. From the 'Ultimate Shopping Experience' in 1992 and 'Feel the experience while you shop' in 1993, to 'Shopping. And beyond.' in 2005, the brand journey speaks about a paradigm shift from enjoying the international shopping experience to shopping for emotional fulfilments: for example, buying a diamond ring for your loved one to express your love or flaunting your status. This changed to 'Start Something New' in 2008 as a part of the Brand's Makeover strategy, but still connecting to the current mindset of customers to constantly upgrade and experiment. 1991 – A beginning: Exclusively Male 1992 – Becoming a family stop 1993 – Grabbing attention 1994 – Infusing excitement Annual Report 2010-11 08 1996 – Bringing in an International Experience 1998 – Not forgetting our roots 2002 – Emotionally Bonding with the market Annual Report 2010-11 09 2003 – Outdoing customer expectations 2004 – Presenting the Corporate Entity 2005 – Evolving as a Brand to: Shopping. And beyond. Annual Report 2010-11 10 2007 – Being simply irresistible 2008 – Thinking ahead and revamping ourselves with changing times 2010 – Riding current times Annual Report 2010-11 11 HR PRACTICES Annual Report 2010-11 12 INNOVATIVE TEAMWORK Because customers come first at Shoppers Stop, every employee is a Customer Care Associate, right from the Vice Chairman to the floor staff. Associates start each day with the anthem 'Had Se Aage' written by Gulzaar Sahab, sung by Sonu Nigam and composed by Ram Sampat. To keep such highly-involved workforce Jo Jeeta Wohi Sikandar – Recognises and Measurement of Associate Satisfaction – engaged and motivated, Shoppers Stop has lauds performances of associates who have We actively measure associates’ satisfaction introduced many people initiatives. gone beyond the call of their duty. by conducting an annual online survey to Parichay – The Induction: This is an induction The Baby Kangaroo Programme – determine the Associate Satisfaction Index programme that comprises of classroom Recognising High Potential, this is the first (ASI). All associates participate, across levels, training, job training and also introduces the program in the retail sector which offers making this an important tool for continuous family of the associates to the organisation. a structured growth path to associates. improvement. Learning and Development Centre – The The programme has won many accolades Learning and Development Centre is in the industry and one of them is the responsible for supporting associates in their prestigious “DMA – Erehwon Award for development needs as well as providing the Innovative HR Initiatives”. organisation with people talent for various initiatives. Annual Report 2010-11 13 REACH & CUSTOMER EXPERIENCE Annual Report 2010-11 14 REACHING NEW BOUNDARIES Shoppers Stop has been delighting customers by offering a complete shopping experience in many cities around the country. It is this much-appreciated and talked-about experience that is now being introduced to other, newer cities in India. Customers are treated with a complete Shoppers Stop has reached out to sensorial experience while shopping at customers across India, and also to Shoppers Stop stores. The soothing fragrance NRIs, through its e-commerce website, of the Beauty hall at the entrance mesmerises www.shoppersstop.com, which delivers to the customers as soon as they step in. The more than 500 cities and towns across the luxurious and uncluttered layout of the stores country. The online shopping website offers helps customer shop at ease while the peppy the ease and convenience to shop for leading Shoppers Stop Radio brightens up their mood. lifestyle brands, from anywhere with secure The liberty to try out products without the payment options and also allows First Citizen Amritsar obligation of purchase – like make-up – adds members to earn and redeem points online. Ludhiana to the overall shopping experience and the Café in each store ensures a refreshing break in-between shopping. Moreover, Fashion Siliguri Bhopal Assistants at each store help customers raise Durgapur their fashion quotient by assisting them while Indore Nashik Nagpur making a purchase decision. Aurangabad During the year, the Company extended this unparalleled shopping experience to newer cities and catchment by launching 6 Shoppers Stop stores. (includes Crossword, Mothercare, HomeStop M.A.C., Clinique and Estee Lauder outlets) Annual Report 2010-11 15 FORMATS Annual Report 2010-11 16 DIVERSIFYING OUR KNOWLEDGE Shoppers Stop provides for the customers’ every need, be it fashion and home needs or specialty retailing such as books, maternity and infant care and cosmetics. Products include both national and international brands that have one thing in common – their unquestionable quality. Shoppers Stop HomeStop Crossword The Company's flagship business of HomeStop is the first-of-its-kind premium Crossword is the leader in the lifestyle department stores is manifest in home concept store present in 3 cities at 4 bookstore category with a unique product mix Shoppers Stop. It offers customers an locations. It offers a wide range of home of books, magazines, CD-ROMs, music, international shopping environment and a products across categories along with some stationery and toys. This is further enhanced world class shopping experience through its of the most reputed national and international
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