Lifestyle changes and value offerings: How they have affected W H Smith's specialist offerings

What has happened to consumer needs, from the point of view of the buyer of books, stationery, and recorded music? David Clipsham is divisional director of specialist chains at W H Smith, and in this paper he looks at the company's three businesses — Our Price records, Paperchase, and the book business. He sets out to identify how each has managed to create a position for itself, and more importantly, to look at the issues they will have to resolve if they are to stay market leaders in the years ahead. This paper, and that which follows by Derek Hunt, are summarised from presentations at the Digital Finance and Retail Conference, held recently in London.