Shopper's Stop Limited - Securities and Exchange Board of India

BUSINESS OVERVIEW
We are one of India’s leading retailers and are a part of the K Raheja Corp Group (Chandru L Raheja
Group) one of the leading groups in the country in the business of real estate development and hotels.
We operate a chain of department stores in India and currently have 15 such stores across the country.
We are among the pioneers in setting up a nation-wide chain of large format department stores in India
with a professional management. We believe that the various initiatives taken by us have played a key
role in enhancing the standards of retailing in the country. Our focus on bringing in the international best
practices into our retail operations, and providing the customer with a unique shopping experience has
helped us to become one of the industry leaders.
We are a professionally managed, systems driven organization. We believe our strong focus on
customers supported by systems and processes and a committed work force are the key factors that
have contributed to our success and will help us scale up as we embark on our strategic growth plan.
We believe that delighting customers is the key to being a successful retailer, and hence have built our
business model around our customer. Our focus is on Shoppers’ Stop as a retail brand and the emotional
connect that it has been able to create with our customers. Every employee in the organization is called a
Customer Care Associate (CCA), including the MD & CEO who is designated as ‘Customer Care
Associate, Managing Director and CEO’ to reflect our belief in customer care and service.
Our offering to our customers is a unique shopping experience, comprising of a vast range of lifestyle
merchandise, various services and aspirational products made available to them in a world class
shopping environment and complemented by superior customer service. Our Service Vision Statement is
‘It’s Magical, It’s Comfortable, It’s My Store’.
We have been awarded the ‘Superbrand’ status for the years 2003-2004, by Superbrands Council, an
international organization that selects leading brands within a country based on certain selection criteria
and classifies them as Superbrand. The selected brands are characterized by the high quality of their
product or service, their distinctive stand and clarity of personality and values, and consistency of their
brand principle.’ We are the only Departmental Store in India to receive Superbrands Status.
We benchmark ourselves with global retailers, and strive to enhance our service offering in line with the
emerging trends globally.
We retail a range of branded apparel, footwear, perfumes, cosmetics, jewellery, leather products,
accessories, home products, electronics, books, music and toys in our stores. We also retail our own
private label apparel, footwear, fashion jewellery, leather products, accessories and home products. This
is complemented by cafe, food, entertainment, personal care and various beauty related services.
Promotions and events are an integral part of our service offering to our customer, which helps us create
a unique shopping experience.
We retail products by some of the leading domestic and international brands such as Louis Philippe,
Levi’s, Pepe, Arrow, Dockers, BIBA, Gini & Jony, Carbon, Corel, Magppie, Nike, Reebok, Lego, Mattel
etc through our stores. We retail a range of merchandise under our own private labels called STOP,
Kashish, LIFE and Vettorio Fratini. Our designer section show cases some of India’s leading fashion
designers (Ashish Soni, Raghavendra Rathore, Ravi Bajaj, Rohit Bal), retailing affordable designer wear.
We are also licensees for Austin Reed (London), an international brand, who’s mens’ outerwear is
retailed in India exclusively through our chain.
Service offerings at our stores includes those provided by external service providers such as Habibs
(salon), L’Oreal (hair bar), Bombay Blues (restaurant), Appu Ghar (entertainment center), etc.
Our loyalty program, called First Citizen Club, had 307,331 members as on June 30, 2004. First Citizens
accounted for about half of our Retail Sales for the year ended March 31, 2004. We offer our First
Citizens rewards points on their purchases, special offers and discounts, and invitations to exclusive
events and promotions.
We are the only member from India of the Intercontinental Group of Departmental Stores, (IGDS). IGDS,
headquartered in Switzerland, is an international association of department stores enterprises who, in
order to increase their economic efficiency and productivity, have agreed to closely cooperate on mutual
know how accumulation, networking and joint services in respect of all issues relating to the department
store industry.
Membership of the IGDS is exclusive and includes renowned department stores such as Marks &
Spencer (UK), Selfridges (UK), Karstadt (Germany), Woolworth’s (South Africa), Central (Thailand), Far
Eastern (China), Matahari (Indonesia), Parkson (Malaysia), C.K. Tang (Singapore), Marshall Field’s
(USA) and Manor (Switzerland).
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