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Cockney Rebel's avatar

Hi Tein. Glad you liked the summary and good questions.

Firstly click and collect. I believe the management is very much trying to 'Amazonise' purchasing at Card Factory, in other words make buying so easy and conveinient the buyer wants go nowhere else. Click and collect is liked by many that work in the week in my opinion. It's easy for people to sit at home at the weekend, see something they like and purchase it then pick it up in their lunch break or on the way home from work meaning they save the postage cost. I looked up some details by Googling and was surprised at the answers:

"Almost nine in ten retailers (87 per cent) say Click & Collect is their fastest growing delivery option, with seven in ten shoppers (68 per cent) now choosing to pick up online orders in-store." This sounds unbelievable to me.

An article from Drapers says "Click-and-collect orders will be worth £42.4bn in 2022, 8.4% of the UK’s total retail spending, new research shows" This sounds more realistic. What you have to ask is if click and collect wasn't available would they purchase anyway? Some might have done so the customer gain may be less on that basis but note they say 8.4% of total retail sales, not online sales, so that is a much higher proportion of sales. If the likes of Moonpig can't offer click and collect then there may be customers to steal. The second thing is if you are getting an extra X% online customer via click and collect, these people are being fed into physical stores where they may very well add to their purchase and sample the store and become a regular. Let's say CARD can pick up an extra 8.4% total sales by introducing click and collect and upsell to customers too when they come in to collect then that might be worth double that sales gain I guess. I'm sure if they trialled it then put it into action across all stores so rapidly there must have been significant gains to be had. Young people seem to have embraced click and collect the most and it was interesting to see in Card Factory's presentation that 16-22 year olds (I think that was the range) were the fastest growing demographic of card buyers. Click and collect may be convenient for the customer but for the retailer with physical stores the big gains over online only is the up-selling opportunities and replacing returns with a substitute rather than a refund. When you look at it across the round, click and collect has greater bottom line gains than people might assume imo.

As for the added risks from gifting then yes, it's not like vertically integrated and own produced cards in that they are buying in stock. However they seem to have managed well so far with operating margins at nearly 14% when gifts are now 53% of sales. The new ERP (Enterprise Resource Planning) inventory management software that has come online partially will improve stock management and the second phase will go online soon letting them, track stock everywhere in the business. Listening to Darcy in the presentation he seems fully focussed on buying in cheaply and selling at very competitive prices rather than marking up too a point where they aren't viewed as cheap. I think he really 'gets' retail from listening to him, 9 years heading Costcutters and 20 odd years in franchising means he has the experience required imo. Ex Gregss CEO Roger Whiteside is onboard as a non-exec who must also be great counsel to have for advice given his wonderful track record in my opinion. I am prepare to back good management and the presentation gave me even more confidence here.

I hope that answers your questions somewhat

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Cockney Rebel's avatar

That's interesting - cheers.

They definitely look in a mess imo

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