DEVELOP NEW FORMATS AND CHANNELS IN THE UK AND INTERNATIONALLY

Travel – we’re constantly looking for exciting new locations, building the strength of the brand and growing our international business through different operating models.

High Street – we’re focusing on prime shopping locations in the UK with lots of customers, developing new formats, for example, WHSmith Local, and growing our online channels: whsmith.co.uk and funkypigeon.com

MANAGING OUR OFFER TO REFLECT THE CHANGING NEEDS OF OUR CUSTOMERS

Travel – we’re providing a compelling choice of products, available for customers whenever and wherever they need them. We’re also spotting changes in trends in our markets and channels, and managing our space accordingly. Finally, we’re using our own-label and private labels, such as Gadget Shop, to develop product ranges for the travelling customer and to sell wholesale to our international partners.

High Street – we’re continuing to manage the space in our stores to reflect the characteristics of each location. For example, competition, affluence, and store size and layout all make a difference. We’re also developing new products and ranges. Our efforts involve building on our strong heritage in own-brand education and stationery.

MAXIMISING RETURNS FROM OUR SPACE

Travel and High Street – this means focusing on the return from space in each store. We take into account all product and operating costs, and use space and product profitability data to make key decisions.

OPTIMISING EFFICIENCY

Travel and High Street – this means looking for ways to make our store operating models, distribution centres and supply chain more efficient. We need to think about product assortment and volumes which change over time, and the use of technology and other innovations.

FOCUSED USE OF CASH

Travel and High Street – this means investing in the business, but only when the returns will be greater than the costs. We’re also making acquisitions that increase the value of the business and returning any surplus cash to shareholders through dividend policies and share buybacks.

THE RIGHT PEOPLE AND SKILLS

Every day, our 14,000+ employees – in the UK and across the globe make WHSmith the business it is. They deserve the best from us. So we’re committed to promoting equality and diversity through our policies, practices and procedures, and to offering on-going training and development.

OPERATING RESPONSIBLY

Travel and High Street – this means acting responsibly with all our stakeholders including customers, suppliers, business partners, employees and the communities in which we operate.