Table of Contents
THE HOT ISSUES
Channel drivers and inhibitors
Sector drivers and inhibitors
Main issues in e-retail
Fulfilment options must evolve to provide flexibility
Digital integration vital to enhance instore experience
Online pureplays will bolster online clothing & footwear
The right technology must be utilised to drive growth
Online retailers dodge budget bullet
Sustainability stance should be a priority for retailers
True value of stores
WHAT PEOPLE BUY
Headlines
The channel at a glance
Overall channel size
Overall channel growth
Overall channel size
Sector penetration in e-retail
Sector growth in e-retail
Spend per head by sector
Total spend per head
Digital market
Click & collect split by sector
Third-party pickup split by sector
E-retail deliveries by sector and parcel size
Returns channel
Books
Clothing & footwear
DIY & gardening
Electricals
Entertainment
Food & grocery
Furniture & floorcoverings
Health & beauty
Homewares
WHO SHOPS
Headlines
Online shoppers
Books
Clothing & footwear
DIY & gardening
Electricals
Food & grocery
Furniture & floorcoverings
Health & beauty
Homewares
Entertainment
THE SHOPPER JOURNEY
Headlines
Online shopping by device
Social media usage
Location of online purchases
Home delivery
Online returns
Consumer satisfaction
Use of technology
WHERE PEOPLE SHOP
Headlines
Headlines
Drivers of online shopping
Retailer penetrations
Books top 10 retailers
Clothing & footwear top 10 retailers
DIY & gardening top 10 retailers
Electricals top 10 retailers
Food & grocery (weekly or regular shop) top 10 retailers
Food & grocery (gift foods) top 10 retailers
Furniture & floorcoverings top 10 retailers
Headlines
Health & beauty top 10 retailers
Homewares top 10 retailers
Music & video top 10 retailers
Video & computer games top 10 retailers
Best in class retailers
METHODOLOGY
What is included

List of Tables
The channel at a glance, 2018 & 2023
Sector expenditure and growth, 2018 & 2018-2023
Online digital market size by sector, 2018-2023
Click and collect split by sector, 2018 & 2023
Third-party pickup split by sector, 2018 & 2023
Value of deliveries made by parcel size, by sector 2018 & 2023
Best in class retailers, 2018

List of Figures
Clothing & footwear spend via online pureplays, 2017-2023
Consideration of environmental impacts when choosing clothing & footwear retailers and products, 2018
True Value of Stores, including food & grocery, 2017
True Value of Stores, excluding food & grocery, 2017
True Value of Stores boost by sector, 2017
Total size of the online market and share by sector, 2018
Relative position of sectors online in terms of size, 2018, and growth, 2018-2023
Overall online: size of the channel, 2017-2023
Overall online: annual growth rates, 2017-2023
Online share of total retail expenditure, 2017-2023
Online non-food share of total non-food retail expenditure, 2017-2023
Sector penetration online, 2018
Sector growth online, 2018-2023
Average annual spend per head by sector, 2018
Total average annual spend per head, 2017-2023
Size of click & collect market by sector, 2018
Size of third-party pickup market by sector, 2018
Returns market by sector, 2018 & 2023
Books: online market size, 2017-2023
Books: annual growth rates, 2017-2023
Books: growth across channels, 2017-2023
Books: click & collect, 2017-2023
Books: third-party pickup, 2017-2023
Books: share of total online market, 2017-2023
Books: online share of sector, 2017-2023
Books: online spend per head, 2017-2023
Books: share of online shoppers, 2018 & 2023
Books: online shopping population, 2017-2023
Clothing & footwear: online market size, 2017-2023
Clothing & footwear: annual growth rates, 2017-2023
Clothing & footwear: growth across channels, 2017-2023
Clothing & footwear: click & collect, 2017-2023
Clothing & footwear: third-party pickup, 2017-2023
Clothing & footwear: share of total online market, 2017-2023
Clothing & footwear: online share of sector, 2017-2023
Clothing & footwear: online spend per head, 2017-2023
Clothing & footwear: share of online shoppers, 2018 & 2023
Clothing & footwear: online shopping population, 2017-2023
DIY & gardening: online market size, 2017-2023
DIY & gardening: annual growth rates, 2017-2023
DIY & gardening: growth across channels, 2017-2023
DIY & gardening: click & collect, 2017-2023
DIY & gardening: third-party pickup, 2017-2023
DIY & gardening: share of total online market, 2017-2023
DIY & gardening: online share of sector, 2017-2023
DIY & gardening: online spend per head, 2017-2023
DIY & gardening: share of online shoppers, 2018 & 2023
DIY & gardening: online shopping population, 2017-2023
Electricals: online market size, 2017-2023
Electricals: growth rates, 2017-2023
Electricals: growth across channels, 2017-2023
Electricals: click & collect, 2017-2023
Electricals: third-party pickup, 2017-2023
Electricals: share of total online market, 2017-2023
Electricals: online share of sector, 2017-2023
Electricals: online spend per head, 2017-2023
Electricals: share of online shoppers, 2018 & 2023
Electricals: online shopping population, 2017-2023
Entertainment: online market size, 2017-2023
Entertainment: annual growth rates, 2017-2023
Entertainment: growth across channels, 2017-2023
Entertainment: click & collect, 2017-2023
Entertainment: third-party pickup, 2017-2023
Entertainment: share of total online market, 2017-2023
Entertainment: online share of sector, 2017-2023
Entertainment: online spend per head, 2017-2023
Entertainment: share of online shoppers, 2018 & 2023
Entertainment: online shopping population, 2017-2023
Food & grocery: online market size, 2017-2023
Food & grocery: annual growth rates, 2017-2023
Food & grocery: growth across channels, 2017-2023
Food & grocery: click & collect, 2017-2023
Food & grocery: third-party pickup, 2017-2023
Food & grocery: share of total online market, 2017-2023
Food & grocery: online share of sector, 2017-2023
Food & grocery: online spend per head, 2017-2023
Food & grocery: share of online shoppers, 2018 & 2023
Food & grocery: online shopping population, 2017-2023
Furniture & floorcoverings: online market size, 2017-2023
Furniture & floorcoverings: annual growth rates, 2017-2023
Furniture & floorcoverings: growth across channels, 2017-2023
Furniture & floorcoverings: click & collect, 2017-2023
Furniture & floorcoverings: third-party pickup, 2017-2023
Furniture & floorcoverings: share of total online market, 2017-2023
Furniture & floorcoverings: online share of sector, 2017-2023
Furniture & floorcoverings: online spend per head, 2017-2023
Furniture & floorcoverings: share of online shoppers, 2018 & 2023
Furniture & floorcoverings: online shopping population, 2017-2023
Health & beauty: online market size, 2017-2023
Health & beauty: annual growth rates, 2017-2023
Health & beauty: growth across channels, 2017-2023
Health & beauty: click & collect, 2017-2023
Health & beauty: third-party pickup, 2017-2023
Health & beauty: share of total online market, 2017-2023
Health & beauty: online share of sector, 2017-2023
Health & beauty: online spend per head, 2017-2023
Health & beauty: share of online shoppers, 2018 & 2023
Health & beauty: online shopping population, 2017-2023
Homewares: online market size, 2017-2023
Homewares: annual growth rates, 2017-2023
Homewares: growth across channels, 2017-2023
Homewares: click & collect, 2017-2023
Homewares: third-party pickup, 2017-2023
Homewares: share of total online market, 2017-2023
Homewares: online share of sector, 2017-2023
Homewares: online spend per head, 2017-2023
Homewares: share of online shoppers, 2018 & 2023
Homewares: online shopping population, 2017-2023
Penetration of all online shoppers, overall and by demographic, 2017 & 2018
Profile of the online shopper, 2018
Average number of orders by demographic, 2018
Penetration of online books shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: books, 2018
Average number of books orders by demographic, 2018
Penetration of online clothing & footwear shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: clothing & footwear, 2018
Average number of clothing & footwear orders by demographic, 2018
Penetration of online DIY & gardening shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: DIY & gardening, 2018
Average number of DIY & gardening orders by demographic, 2018
Penetration of online electricals shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: electricals, 2018
Average number of electricals orders by demographic, 2018
Penetration of online food & grocery (weekly or regular shop) shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: food & grocery (weekly or regular shop), 2018
Average number of food & grocery (weekly or regular shop) orders by demographic, 2018
Penetration of online furniture & floorcoverings shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: furniture & floorcoverings, 2018
Average number of furniture & floorcoverings orders by demographic, 2018
Penetration of online health & beauty shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: health & beauty, 2018
Average number of health & beauty orders by demographic, 2018
Penetration of online homewares shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: homewares, 2018
Average number of homewares orders by demographic, 2018
Penetration of online entertainment shoppers, overall and by demographic, 2017 & 2018
Profile of online shoppers: entertainment, 2018
Average number of entertainment orders by demographic, 2018
Device penetration, 2015-2018
Desktop/laptop penetration by demographic, 2018
Mobile penetration by demographic, 2018
Tablet penetration by demographic, 2018
Proportion of total online spend by device, 2018 & 2023
Average spend per head by device, 2018
Average number of orders by device, 2014-2018
Average spend per head by device per order, 2018
Penetration of social media channels by device, 2018
Locations where consumers made online purchases, 2018
Penetration of shoppers using home delivery options and percentage that would use each option more in the future, 2018
How much consumers would be willing to spend on same day delivery, 2018
Parcel size mix of online returns, 2018
Online return methods, 2018
Drivers of online returns for all sectors excluding clothing & footwear, 2018
Drivers of online returns for clothing & footwear, 2018
Satisfaction: Overall purchase satisfaction, 2017 & 2018
Satisfaction: Ease of website use, 2017 & 2018
Satisfaction: Finding products on website used, 2017 & 2018
Satisfaction: Product imagery, 2017 & 2018
Satisfaction: Product information, 2017 & 2018
Satisfaction: Ordering and payment, 2017 & 2018
Satisfaction: Delivery, 2017 & 2018
Agreement to statements around the use of technology in online shopping, 2018
Agreement to statements around shopping with a smartphone, 2018
Drivers of online shopping, 2018
Online shopper driver: convenience, by demographic, 2018
Online shopper driver: lower prices, by demographic, 2018
Online shopper driver: saves time, by demographic, 2018
Online shopper driver: can shop at any time that suits, by demographic, 2018
Online shopper driver: better selection, by demographic, 2018
Online shopper driver: product not available elsewhere, by demographic, 2018
Online shopper driver: allows me to compare prices, by demographic, 2018
Online shopper driver: more product information, by demographic, 2018
Online shopper driver: prompted by online promotion, by demographic, 2018
Online shopper driver: received online voucher code, 2018
Books top 10 retailers via desktop/laptop, 2018
Books top 10 retailers via tablet, 2018
Books top 10 retailers via mobile, 2018
Clothing & footwear top 10 retailers via desktop/laptop, 2018
Clothing & footwear top 10 retailers via tablet, 2018
Clothing & footwear top 10 retailers via mobile, 2018
DIY & gardening top 10 retailers via desktop/laptop, 2018
DIY & gardening top 10 retailers via tablet, 2018
DIY & gardening top 10 retailers via mobile, 2018
Electricals top 10 retailers via desktop/laptop, 2018
Electricals top 10 retailers via tablet, 2018
Electricals top 10 retailers via mobile, 2018
Food & grocery (weekly or regular shop) top 10 retailers via desktop/laptop, 2018
Food & grocery (weekly or regular shop) top 10 retailers via tablet, 2018
Food & grocery (weekly or regular shop) top 10 retailers via mobile, 2018
Food & grocery (gift foods) top 10 retailers via desktop/laptop, 2018
Food & grocery (gift foods) top 10 retailers via tablet, 2018
Food & grocery (gift foods) top 10 retailers via mobile, 2018
Furniture & floorcoverings top 10 retailers via desktop/laptop, 2018
Furniture & floorcoverings top 10 retailers via tablet, 2018
Furniture & floorcoverings top 10 retailers via mobile, 2018
Health & beauty top 10 retailers via desktop/laptop, 2018
Health & beauty top 10 retailers via tablet, 2018
Health & beauty top 10 retailers via mobile, 2018
Homewares top 10 retailers via desktop/laptop, 2018
Homewares top 10 retailers via tablet, 2018
Homewares top 10 retailers via mobile, 2018
Music & video top 10 retailers via desktop/laptop, 2018
Music & video top 10 retailers via tablet, 2018
Music & video top 10 retailers via mobile, 2018
Video & computer games top 10 retailers via desktop/laptop, 2018
Video & computer games, top 10 retailers via tablet, 2018
Video & computer games, top 10 retailers via mobile, 2018