Britain’s Marks & Spencer entered a second week unable to take online clothing and home orders on Friday following a major cyberattack, hitting sales of new season ranges as the country basks in record temperatures.
Reuters
Some 700 million pounds ($930 million) has been wiped off the stock market value of M&S since the hack was revealed last week, and news that retailers Co-op Group and London department store Harrods had faced smaller incidents in recent days was described as a “wake up call” by the government’s National Cyber Security Centre (NCSC).
British companies, public bodies and institutions have been hit by a wave of cyberattacks in recent years, costing them tens of millions of pounds and often months of disruption.
The 141-year-old M&S, one of the best known names in British business, stopped taking clothing and home orders through its website and app on April 25 following problems with contactless pay and click and collect services over the Easter holiday weekend.
On Friday, Chief Executive Stuart Machin again apologised to M&S shoppers, without saying when online ordering would resume.
“We are working day and night to manage the current cyber incident and get things back to normal for you as quickly as possible,” he said in an e-mail sent to M&S customers.
With M&S, which has about 1,000 stores across Britain, making around one-third of its clothing and home sales online, analysts have said a short-term profit hit is inevitable.
M&S has declined to quantify the financial impact so far.
One of the most worrying aspects of the attack for M&S, say analysts, is how long it will drag on for. Customers were locked out of their accounts for almost three months last year after a cyberattack at London transport operator TfL, while a cyberattack on a blood test processing company in London also last year disrupted services for over three months.
Availability of some food products has also been affected in some stores, while the disruption may be having a broader impact on the running of M&S, which has pulled job postings on its website. Shares in M&S were down 2% on Friday, extending losses since Easter to about 9%.
Helen Dickinson, CEO of trade body the British Retail Consortium, said cyberattacks were becoming “increasingly sophisticated”, forcing retailers to spend hundreds of millions of pounds every year on defences.
“All retailers are continually reviewing their systems to ensure they are as secure as possible,” she said.
The NCSC is working with the affected retailers, while the Metropolitan Police‘s Cyber Crime Unit and the National Crime Agency (NCA) are investigating the M&S attack.
“These incidents should act as a wake-up call to all organisations,” said NCSC CEO Richard Horne. “I urge leaders to follow the advice on the NCSC website to ensure they have appropriate measures in place to help prevent attacks and respond and recover effectively.”
Labour lawmaker Matt Western, Chair of parliament’s Joint Committee on the National Security Strategy, said the government should do more to prevent major cyberattacks.
“As the Government concludes its consultation on proposals to counter ransomware, I hope its response treats these threats with the seriousness they clearly deserve.”
Landsec is to invest £1 billion in growing its major retail platform over the next one-to-three years as the commercial property giant highlighted its “undoubted portfolio quality” in another “very strong” trading performance.
Landsec
News of the fresh investment comes after Landsec spent £610 million in the year acquiring the rest of major malls Liverpool One and Bluewater in Kent, although the company has yet to specify how the extra £1 billion investment will be allocated.
And that “very strong” performance for the year to 31 March saw like-for-like net rental income grow an ahead-of-guidance 5% with 8% rental uplifts on relettings/renewals in London and major retail. It’s also seen continued strong leasing momentum since the year-end, it noted.
Meanwhile, EPRA (measuring the underlying operational performance) earnings lifted £3 million to £374 million. Profit before tax rose to £393 million as strong 4.2% ERV (estimated rental value) growth supported a £119 million uplift in portfolio value. That rose 3.4%, “reflecting [the] attraction of high-quality, growing income”.
It also noted that the Q4 period, which coincided with the first three months of 2025, was “the company’s best quarter of the year in retail”, with 6% total sales growth and 2% footfall growth.
That helped end the year with a 3.4% year-on-year rise in sales and a 0.4% increase in footfall across all of its retail locations.
Chief executive Mark Allan said that owning the right real estate “has never been more important” and with a very healthy pipeline of occupier demand, “this trend looks set to continue, providing a clear trajectory for further near and medium-term EPS growth.”
Premium British lifestyle brand Crew Clothing Thursday opened its latest store, in Chiswick, West London, becoming its fourth location in the capital, with ambitious plans to open many more country-wide by year-end.
The new 1,200 sq ft space takes its place on Chiswick High Road, and follows last month’s announcement of a further store opening in Cheltenham, Gloucestershire.
The new store brings “a slice of coastal inspired style to the capital”, with the brand’s SS25 collections.
Head of Marketing, Naomi Parry, said: “It’s a really exciting time for the brand, with all-new ranges, our world-class sponsorship programme, and an ambitious store opening strategy that should see us open 20 new stores by the end of 2025.
“Our investment in new locations within the capital is a true reflection of our belief in the British High Street”, with its physical retail stock now having surpassed 100 stores.
Last month, Crew Clothing also moved into the women’s athleisure space, launching a collection called SuperLuxe.The 38-piece collection includes a SuperLuxe Half Zip sweatshirt, Slim Jogger with a split hem, and Relaxed Shorts.
How manyUK online shoppers abandoned their purchases in the past year due to concerns about delivery? A shocking 40.6% (two in five), according to new research from shipping platform Sendcloud.
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The bottom line is webshops that don’t offer flexible delivery options are the ones that risk losing significant revenue.
Based on a survey of 1,000 UK shoppers for the soon-to-be-published ‘E-commerce Delivery Compass’, the data reveals that high shipping costs (78.5%) and slow delivery speeds (41.6%) are the main reasons for cart abandonment. Other contributing factors include unclear or inconvenient delivery options (24%).
And while 56.9% of UK consumers prefer fast delivery, 43% would rather have control over when their order is delivered. Bottom line: delivery should not only be fast but also fit into the consumer’s schedule.
While home delivery remains the preferred option for 77%, alternatives are rapidly growing in popularity, the report said. Parcel lockers (21%) and pick-up points (25.4%) are increasingly favoured, with 36.8% of consumers now actively choosing retailers that offer these flexible ‘out-of-home’ delivery options.
And that flexibility issue is crucial with 18.7% abandoning a purchase because they can’t select a suitable delivery time, while 16.2% drop out because they can’t change the delivery address.
When consumers are given the option to choose a time slot, preferred delivery windows include 10am-12pm (23.4%), 4pm–6pm (16.9%), and 6pm–8pm (16.3%), “further emphasising that fit often outweighs speed”.
Rob van den Heuvel, co-founder and CEO of Sendcloud, said: “Consumers no longer think of delivery as a backend process. It’s a core part of the overall experience. Shoppers now expect delivery to seamlessly integrate into their busy lives. Retailers that don’t offer flexible options, such as out-of-home delivery, will lose customers to competitors that do. Success in e-commerce isn’t just about speed; it’s about providing choice.”