M&S Direct Building Ecommerce International Delivery 16 June 2009 Dasha Melyushkina

marksandspencer.com2 Marks & Spencer One of the UKs leading retailers 21 million people visit our stores and shop on- line each week No1 provider of womenswear and lingerie in the UK 49% of our business is clothing and homeware 51% is in food

marksandspencer.com3 Ecommerce International Delivery Mainly apparel Selected Home products Selected Beauty products Mainly apparel Selected Home products Selected Beauty products What? CarriersSystems How? Delivery terms – DDU (duty unpaid) Our proposition is in English, in GBP Delivery terms – DDU (duty unpaid) Our proposition is in English, in GBP Website? Target countries 1.Phase 1 : France, Germany, Spain, US, Canada, Australia, NZ (Live since Nov 08) 2.New countries in Europe and ROW: eg. Italy, Portugal, China, Japan, India, Brazil 3.Ordering in UK stores only : franchising countries, eg. Russia, Saudi Arabia Target countries 1.Phase 1 : France, Germany, Spain, US, Canada, Australia, NZ (Live since Nov 08) 2.New countries in Europe and ROW: eg. Italy, Portugal, China, Japan, India, Brazil 3.Ordering in UK stores only : franchising countries, eg. Russia, Saudi Arabia Where? Target customers 1.Gifters – UK customers sending gifts to friends and family abroad 2.Expats – British expatriates abroad Target customers 1.Gifters – UK customers sending gifts to friends and family abroad 2.Expats – British expatriates abroad Who? To grow revenue and attract genuinely new customers who couldnt shop with us before To allow British expats to shop with M&S online To allow UK customers to send gifts to their friends and family abroad To allow foreign nationals in the UK to send gifts back home To make sure we do not cannibalise existing businesses abroad To grow revenue and attract genuinely new customers who couldnt shop with us before To allow British expats to shop with M&S online To allow UK customers to send gifts to their friends and family abroad To allow foreign nationals in the UK to send gifts back home To make sure we do not cannibalise existing businesses abroad Why?

marksandspencer.com4 International Delivery in Europe France Germany Spain Austria Belgium Denmark Finland Italy Netherlands Norway Portugal Sweden Switzerland Cyprus Czech Rep Gibraltar Greece Hungary Poland Russia Serbia Ukraine Live regions New regions Legend

marksandspencer.com5 International delivery in the rest of the world Japan China Hong Kong India Pakistan South Africa Egypt Kenya Jordan Lebanon Syria Argentina Brazil Barbados Jamaica Indonesia Saudi Arabia Oman Kuwait Bahrain Qatar Libya Thailand France Germany Spain United States Canada Australia New Zealand Live regions New regions Legend

marksandspencer.com6 Existing New Ecommerce International delivery customer promise RegionsDelivery changesDelivery terms, working days W. Europe – France, Germany, Spain 1 1 £ days* N. America – US, Canada 2 2 £ days* Australasia – Australia, New Zeland 3 3 £ days* Delivery terms is DDU (Delivery Duty Unpaid). Custom duties or formal customs entry, if applicable is a responsibility of a customer. *Currently under review Europe 2 – eg. Italy, Austria, Belgium 4 4 £ days Rest of the world – Japan, China, India 5 5 £ days Order in UK store – Russia, Saudi Arabia 6 6 £ days

marksandspencer.com7 Some facts about International delivery Our biggest country is France. And for the country thought of as the heartland of high fashion, we are surprised by the popularity of our womenswear and lingerie In just six months since the launch, M&S has sold more ladies knickers to the Aussies, than any other nation We have delivered products as far-a-field as Mossman in the Daintree Rainforest and Kalgoorlie in the Western Australia goldfields Julie from France said: I've been wearing this bra for as long as I can remember and when we moved to France it really upset me that I could no longer get it. However, now that M&S have thankfully decided to do international online orders i can buy it again - and I have in all colourways. Sarah in Hawaii said: So pleased with this bra, and its excellent value too! Perfect support for a larger breasted woman. Excellent shape. Marks and Spencer make the best lingerie in the world. I have had to go without M&S, until they finally started delivering to the US. So welcome,but welll overdue!

marksandspencer.com8 We had a number of Logistics challenges and have chosen MetaPack to help us launch International delivery 1. We couldnt find a single carrier which could meet our requirements Challenges 2. Different carriers have different requirements for export documentation 3. Export documentation requirements differ depending on destination country 4. Ability to choose the most appropriate carrier option based on cost / weight / dimensions / destination criteria Approach Decision was made to implement a carrier management system in one of our warehouses The project was tendered out to three companies MetaPack had been chosen as they could satisfy M&S requirements Volume testing at 50,000 parcel/labels an hour piloted by MetaPack in tender Six month project was set up to integrate MetaPack Dispatch Manager (DMS) with M&S Logistics systems Took advise from the carrier experts - MetaPack Decision was made to implement a carrier management system in one of our warehouses The project was tendered out to three companies MetaPack had been chosen as they could satisfy M&S requirements Volume testing at 50,000 parcel/labels an hour piloted by MetaPack in tender Six month project was set up to integrate MetaPack Dispatch Manager (DMS) with M&S Logistics systems Took advise from the carrier experts - MetaPack 5. M&S were very keen to launch International Delivery pre-peak 08/09 to benefit from Christmas sales

9marksandspencer.com What does MetaPack do for Marks & Spencer Benefits from implementing MetaPack MetaPack Dispatch Manager (DMS) is implemented as a most downstream system for M&S International Delivery in November 2008 just before Christmas peak MetaPack produces address labels, customs documentation and pre-advice manifests for the carriers When a consignment is packed and weighed, MetaPack makes a decision on the most appropriate carrier based on cost / weight / dimensions / destination criteria and carrier availability Dan Finnegan, M&S GM Operations Manager says: Considering the size and complexity of the M&S system and operational platforms, a truly fantastic result to introduce a new International Channel in 26 weeks. Also commercially rewarding that we know each order is being dispatched with the lowest carrier cost possible and we are consistently meeting our promise to the customer. MetaPack provides audit of the carrier selection and management of tracking data to close off the delivery MetaPack supports management of delivery proposition and supports invoice validation process 5 5