Studio: Significant growth opportunities
Studio’s recent track record demonstrates that the business is both delivering against its strategic priorities and outperforming much of the wider retail market.
Exhibit 3: Product revenue (£m)
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Exhibit 5: Online penetration
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Exhibit 6: Operating profit (£m)
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Exhibit 3: Product revenue (£m)
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Exhibit 5: Online penetration
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Exhibit 6: Operating profit (£m)
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In FY19, Studio grew the active customer base by 5% to 1.9 million and average-spend per customer by 3% to £165. This, combined with the ongoing digital transformation and a range of initiatives to raise the brand profile and improve sourcing and IT systems, contributed to product revenue growth of 8% and a 170bp improvement in the retail gross margin. The year-on-year improvement across Studio’s key performance metrics is set out in greater detail below.
Exhibit 7: More active customers, each spending more, with wider margins
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FY18 |
FY19 |
Change |
Active customer base |
1.8m |
1.9m |
4.7% |
Spend per customer |
£160 |
£165 |
3.0% |
Clothing as % total sales |
29.1% |
30.2% |
110bp |
Product revenue |
£285.0m |
£307.2m |
7.8% |
Product gross margin |
30.5% |
32.2% |
170bp |
Retail gross profit |
£86.9m |
£98.9m |
14.0% |
Online ordering (total) |
68% |
75% |
8pp |
Online ordering (new) |
86% |
92% |
6pp |
Net promoter score |
34.2% |
42.8% |
8.6pp |
Marketing CSR |
14.3% |
12.9% |
(140bp) |
Brand awareness (unprompted) |
N/A |
1% |
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Studio continues to develop its ranges and expand the apparel and footwear proposition, which is 60% own-brand and helps to drive higher customer order frequency. Management sees significant further opportunities to grow Studio’s market share (currently just 0.4% of non-food retail) and position the brand as a market-leading online value retailer.
An agile and efficient digital-first approach…
Management is relentlessly focused on Studio’s digital transformation such that, between FY16 and FY19, online sales have increased from 56% to over 75%. Studio’s age range is broad, with its core customer base aged between 25 and 55 years. A higher and faster accelerating percentage of new customers placed their first orders online, at 92% in FY19, up from 86 last year. For under-25s, new customer online sales are close to 100%. Mobile and tablet are also strong drivers of online sales, up from 51% to 62%, and Studio’s first app is currently being developed for launch in summer 2019.
In comparison to traditional catalogue retailing, where product lines and prices are fixed at the time of print, Studio has a more agile approach. The performance of each product line is closely monitored, prices can be changed immediately, sold out items can be rapidly re-stocked or replaced and the ‘shop-front’ can be reshuffled to promote new goods.
To facilitate Studio’s rapid transition to online, management has been focused on developing the front-end offer. In 2016, it moved its websites to IBM’s Commerce platform and subsequently introduced Qubit technology, allowing it to personalise the customer experience and increase the versatility of the online shop. Improvements to functionality and website merchandising commenced in the following year and are ongoing, with a revamp of the site undertaken during FY19 to update the look and feel of the site, in conjunction with the recent re-branding exercise (see below).
…with a unique and defendable market position
Studio is unique in its digital-first, value offer with integrated credit.
Exhibit 8: Peer comparison
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Management sees the brand as a disruptor at the value end of the market through its offer of ‘market leading WOW value’. It aims to deliver consistent low prices across a wide range of quality goods rather than relying on heavy promotional activity. In price comparisons, it repeatedly undercuts the competition on exact or similar items. For example, Studio sells a two-in-one corded stick vacuum for £19.99 (Argos £44.99), a children’s play mud kitchen for £64.99 (Argos £100) and women’s lace insert tops are two for £8 (Primark £5 each).
Raising the profile of the brand
Studio is reducing its reliance on the traditional means of marketing via printed catalogues and has been proactively expanding its marketing channels to include TV and digital advertising to raise brand awareness, which, at just 1%, is very low and presents a significant opportunity.
The company started sponsoring the fashion segment of ITV’s ‘This Morning’ programme during 2018 and is selectively advertising in prime-time slots. It is able to track web traffic in response to its marketing campaigns, for example recording an additional c 15,000 users on the Studio website immediately after a 10 second TV advert during ‘I’m a Celebrity’.
Studio is also sponsoring the new family stand at Accrington Stanley FC, the local football club. This relationship serves to promote the brand both nationally and as a local business and major employer in the region, with over 1,500 employees (rising to c 2,000 during the peak period). In addition, it recently recreated the famous ‘Accrington Stanley, who are they?’ milk advert from the 1980s featuring Liverpool striker Ian Rush.
Exhibit 9: Recreating the 1980s ‘Accrington Stanley, who are they?’ advert
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Having recently changed the divisional name from Express Gifts to Studio Retail Ltd, the Studio logo has been revamped with the added strap line ‘We Do Wow’. A proposal will be put forward at the upcoming AGM to change the name of the group from Findel to Studio Retail Group.
Exhibit 10: Rebranding – Studio taking centre stage
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The focus on promoting Studio and raising brand awareness is expected to help drive further growth in the active customer base, which, over the past three years, has increased from 1.35 million in FY16 to 1.9 million active customers in FY19. Management aims for this to exceed three million in the medium term.
Using data and technology to attract and retain customers
In addition to the recent rebranding and digital marketing drive, a key objective is to develop a deeper understanding of Studio’s customers’ shopping habits and requirements and to grow key customer groups in line with the business strategy.
The company has started to implement a programme of artificial intelligence (AI) releases, which it believes will help to drive customer numbers beyond the target of three million. It aims to use social proofing (the social and psychological phenomenon in which individuals mirror the behaviour of others) throughout the customer shopping experience.
During FY19, it also began the process of implementing the Salesforce CRM system, enabling it to deliver targeted, data-driven marketing and improve the customer shopping experience. As an example of the latter, the system will be able to identify regular shoppers with good credit ratings and route their telephone calls to a member of the customer services team as a priority. The first phase went live in January and phase two is expected to be fully functional this autumn.
Expansion of own brand and clothing ranges
In recent years sales of clothing and footwear have accelerated particularly fast, growing by 81% between FY15 and FY19, although the category still only represents 30% of total sales.
Management also believes it can increase order frequency from c 2.5x and the average basket value, which, at c £50, is significantly below that of other online peers. It expects frequently purchased categories such as clothing to be the main driver of this as the ranges are expanded, coupled with the support of the flexible credit offer.
Currently, only 68% of Studio’s customers buy clothing and own-brand accounts for 60% of those sales. Studio’s core female customer typically purchases own-brand items for themselves and branded merchandise for their partners. At 11–12%, the returns rate for clothing is significantly below that of the peers (ranging from 25–40%). Management believes the rate is low because much of the range is a non-critical fit (eg T-shirts and leggings) and customers are required to pay for postage and returns.
As clothing sales continue to accelerate it is anticipated that the company will move away from batch processing in order to accommodate faster fulfilment and also offer a wider range of delivery options. At present, orders of smaller items are charged at £4.99 (even where goods are dispatched in multiple parcels) and larger items at £19.99 (regardless of how many larger items are ordered). Orders typically take two to three days to reach the customer.
Management is also exploring ways in which to develop Home and Leisure, which represents 70% of the sales mix. Within this, Furniture and Garden is the largest category and the company is focusing on opportunities to grow summer season sales. Across all categories, including clothing, own brand represents 74% of all items sold by volume and 52% by value. These higher-margin products will be the main driver of future growth.
Improving the buying process
Although at 32% Studio’s product gross margin is low compared with some online retail peers (ASOS 47%, Boohoo 55%, N Brown 52%), figures are not necessarily directly comparable as Studio offers a much broader range beyond apparel.
Management has moved the buying process from a historical focus on catalogue-based timings to a seasonal planning approach, enabling it to improve working capital during FY19. It has also consolidated its overseas buying offices into Shanghai, where it has a team of over 50 employees monitoring the supply chain and securing the best deals. This has been aided by recent steps to streamline the ranges and buy larger volumes of key product lines. Where appropriate, in particular for bulkier items such as garden furniture, orders are being fulfilled directly from the supplier. Management believes these steps will continue to deliver improved value for customers combined with margin improvement.
Fulfilment and distribution
Studio’s main distribution facility is housed in a modern warehouse at Accrington, near Manchester. The facility, which consolidates an operation once spread between seven warehouses, manages the majority of the c 20,000 stocked lines and around employs c 400 people. The different areas are connected by 3.5km of conveyor belts with a batch order processing system picking c 200,000 items per day (with the capacity to increase this to c 300,000).
Klug software relies on barcode identification and is capable of bringing together a typical basket of five to six items within a session. This may include goods such as clothing, cutlery or pencils, which go through a personalisation process to inscribe or embroider a name on the product. Personalisation is a popular and differentiating feature of Studio’s offer and the complimentary service takes up c 7,500 sq ft of the facility. The system runs double-checks on order fulfilment, resulting in an accuracy rate exceeding 99%.
From its origins in home delivery, the facility is ideally set up for a transition to high levels of online orders. As previously noted, management has indicated that it is likely to move away from batch processing and is reviewing strategic options to support future growth. In the meantime, it continues to invest in updating legacy systems and operational hardware.
Consumer credit integral to the Studio proposition
The majority of Studio customers have a credit account that allows them to either pay off the balance within a month of receiving their statement or spread the payments over an extended period. Management views the credit proposition not only as an important source of income but also as a means of enhancing customer loyalty and prompting customers to regularly visit the site to manage their accounts.
Two years ago the company implemented Financier, a new credit account management system, for all customer accounts. This allows for improved and clearer ‘plain page’ statements with simpler account management, and enables proactive management of non‐performing accounts. With the system in place, the company has started to trial new tailored credit products, such as ‘Interest Saver’, which has been well received by customers.
It has also made changes to the application process to encompass new rules on capturing customer income and assessing customers’ ability to pay and is developing a new application and decision platform for launch later in 2019.
In FY19, financial services revenue increased by 8.6% to £117m and accounted for 28% of Studio’s revenue. The company adopted IFRS 9 for the first time, requiring it to look at expected losses instead of an incurred losses approach under IAS 39. After taking into account the impact of IFRS 9 combined with growth in credit balances from higher retail sales, the FY19 bad debt charge increased to 8.6% of Studio’s sales (FY18: 7.8%).
The programme to refund customers for the historical sale of flawed credit and insurance products has now been substantially concluded, with a final additional cost of £2.9m being recognised at year-end. The deadline for PPI claims is August 2019, although FDL has seen a low level of new claims over the last two years as a result of its proactive management of the programme.
Sports Direct: Commercial supply arrangement expected to continue
Sports Direct (SPD) purchased an initial 19.9% stake in FDL in September 2015 and subsequently increased the stake to 29.9%. In March 2019, SPD acquired a further 6.7% stake in FDL, prompting a mandatory offer for the entire issued share capital of FDL at 161p per share, which FDL’s board recommended that shareholders reject. The offer attracted minimal acceptances of just under 1%, in our view highlighting ongoing support for the company’s strategy and future growth prospects, and has now lapsed. SPD’s holding now stands at 36.8%.
Since 2016, the companies have established an arm’s length commercial relationship and FDL has trialled the sale of a small range of SPD’s branded lines such as Pierre Cardin via Studio. Management has stated that it expects that relationship to continue, although it has not set out plans for further collaborations at this stage.
Studio’s market: Appealing to a broad demographic
Studio’s customer base is predominantly female (over 80% of the 1.9 million active customers), around a third of whom have children, with the core age range being 25–55 years old. Experian profile analysis has shown that approximately half of customers are from households with an annual income below £30k. At this level consumers have an acute interest in matching quality and value; this group also has an active interest in credit that operates on a fair and professional basis. It is therefore not surprising that c 50% of customers take credit averaging c £250, which they pay off in an average of nine months (although customers have flexibility to match payments to their budgets and could take longer than this).
In the UK, online retailing continues to gain market share, representing 17.3% of all retail sales in April 2018, up from 15.6% a year ago, and growing at 11.7% y-o-y against 3.5% for all retail (source: ONS). Hence it represents a favourable tailwind for Studio. We therefore regard both the fact that over 75% of orders are now online, and the accelerated rate of growth of the online share, as significant. Studio’s average online order value is slightly higher than the offline equivalent, at c £50. Around 40% of customers buy personalised products at some point during the year; the personalisation process is more cost-effective online. Around half of customers pay their bills online.
The online channel also provides marketing opportunities. Studio can track customer visits providing valuable information on dwell times, conversion rates, failed searches, complementarities and other customer statistics available for data analytics. That should result in better product selection, range structures, assortment mix, marketing approaches and therefore sales.
Studio continues to print its traditional catalogue, but the clear objective is to move towards becoming a pure-play online retailer. In line with this strategy, the company has reduced the size and distribution of its catalogues, diverting the spend towards increased digital and online marketing activity, particularly around TV and social media advertising.