home outfitters - Hudson`s Bay Company

THE NEW Hbc
Hbc welcomes (left to right) MARK FOOTE, President & CEO, Zellers,
JEFF SHERMAN, President & CEO, Hudson’s Bay Company
and BONNIE BROOKS, President & CEO, the Bay.
MESSAGE FROM
JEFF SHERMAN
Welcome to the new Hudson’s Bay Company.
I am very excited to be part of the great team here at Hbc. Since taking on the role of President and CEO in July,
the leadership team and I have been busy reorganizing the structure of Hbc and positioning ourselves for change.
I am happy to say we are ready for the challenges before us. Make no mistake: this is not the old Hbc. Everything is
different and we are ready to move with the speed necessary to bring this company to where it should be in the
Canadian retail marketplace – an exciting, dynamic and great retail enterprise.
I am confident that with our people, we have the talent and experience needed and with our banners, we have the
breadth of offerings to meet and exceed all our customers’ needs. We are ready to act boldly and swiftly to make the
changes necessary to turn this company around. To do so, we’ll be doing things that people don’t expect us to do:
we’ve already reorganized the company with speed and we’re changing direction quickly. As we enter the critical fourth
quarter, I want our customers and all of you to feel the change in the air – to sense that something different and exciting
is happening at Hbc and to be a part of it. You may not be able to put your arms around it, but you will know that new
and different things are happening that will help us achieve our vision.
As part of the Hbc team that will lead this change, we each have different stakeholders we are responsible for and
must answer to. For me, these are our 60,000 associates and all our customers; they are my focus – who I report to and
for whom I am responsible and, frankly, what keeps me awake at night.
These are exciting times for Hbc. All systems are go and positive things are already beginning to happen. I hope that
you feel this excitement and that you are ready to join me on this great journey to become Canada’s best and favourite
place to shop.
Let me take this opportunity to wish you and your families a wonderful and joyous holiday season. Thanks for all you
do and for being an important part of the Hbc family.
Sincerely,
Jeff Sherman
President & CEO, Hudson’s Bay Company
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HOLIDAY 2008 | VOLUME 4 | ISSUE 2
contents
4 AT-A-GLANCE
6 THE BAY
10 ZELLERS
A snapshot of HBTC
New brands and top gifts
Fresh products and
hot toys
On November 27, watch for
the debut of an exclusive
Olympic mascot four-pack
at our Bay and Zellers stores
in honour of the one year
birthday of our Olympic
mascots Miga, Quatchi, Sumi
and Muk Muk (the official
mascot sidekick).
14 HOME OUTFITTERS
17 FIELDS
18 OUR PEOPLE
Innovative holiday ideas
Growing across Canada
Earning Our Stripes and
customer service heroes
22 COMMUNITY
Social responsibility
and holiday fundraising
The countdown is on for the
2010 Olympic Games. Watch for
new signage showcasing
Hbc’s commitment
to athletes and sharing the
excitement with all Canadians.
COVER PHOTO | CP/FRANK GUNN
03
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Hbc Life is published twice a year in English and
French for associates of Hbc. Hbc Internal
Communications welcomes all submissions,
suggestions and feedback. Please email us at
[email protected]. For more
news and information about Hbc visit our intranet –
Hbcnet or our associate website – Hbcassociate.com.
In July 2008, NRDC Equity Partners acquired Hbc and formed the Hudson Bay Trading Company (HBTC). HBTC is a leading
North American retailer with four divisions: Lord & Taylor, an upscale specialty retailer with 47 stores in nine states;
Fortunoff, a 23 retail store chain specializing in fine jewellery and home furnishings in the New York tri-state area; Creative
Design Studios, the fashion design and manufacturing division that creates branded collections for customers throughout
North America and internationally, and the Hudson’s Bay Company. Combined, these companies comprise more than
US$8 billion in retail sales, 75,000 employees, and 55 million square feet of stores in the United States and Canada. Richard
Baker is CEO of the Hudson’s Bay Trading Company and the 38th Governor of the Hudson’s Bay Company.
Lord & Taylor
Fortunoff
Creative Design Studios
47 stores in the Eastern U.S.
12,000 employees
Brendan Hoffman, President & CEO
www.lordandtaylor.com
23 stores in the New York Tri-State Area
2,000 employees
Charles Chinni, CEO
www.fortunoff.com
Manhattan, New York
65 employees
Susan Davidson, CEO
Lord & Taylor is an upscale specialty
department store with 47 stores in
nine states and the District of
Columbia. Founded in 1826,
Lord & Taylor is one of America’s
oldest retailers with a legendary Fifth
Avenue flagship store and a
reputation for attentive customer
service and high quality merchandise
focused on apparel and accessories
for women, men, and children.
Founded in 1922, Fortunoff currently
has 23 retail stores specializing in fine
jewellery and home furnishings. Its
unparalleled selection and remarkable
prices have established Fortunoff as
a trusted name in the retail industry.
In March 2008, NRDC Equity Partners
acquired the company with the
intent to expand its full-line stores
to as many as 50 locations across
the U.S., while its 16 regional outdoor
furniture stores could ultimately
grow to include over 300 locales.
Creative Design Studios was formed
in October of 2007 as a stand-alone
company with a mission to develop
and manufacture designer-driven
brands for regional department
stores and to invest in great American
design talent. CDS is the parent
company of Peter Som and brands
including Kate Hill, Context, and the
Black Brown 1826 men’s brand.
CDS plans to expand its offerings and
sell its branded collections throughout
North America and internationally.
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Hbc
Canada’s Merchants Since 1670
Jeff Sherman,
President & CEO
www.hbc.ca
Hudson’s Bay Company, established
in 1670, is North America’s oldest
continually operating company. Hbc
is a division of Hudson’s Bay Trading
Company and Canada’s largest
diversified general merchandise
retailer, operating the Bay – a major
department store, Zellers – a mass
merchandise format, Home Outfitters
– a kitchen, bed and bath specialty
store, and value-priced Fields stores.
With more than 650 retail outlets and
over 60,000 associates across North
America, Hbc provides consumers
with stylish, quality merchandise at
great value, through retail banners
focused on exceptional customer
service.
at-a-glance
The Bay
92 locations across Canada
18,000 associates
Bonnie Brooks,
President & CEO
www.thebay.ca
Zellers
280 stores across Canada
30,000 associates
Mark Foote,
President & CEO
www.zellers.ca
Home Outfitters
62 stores across Canada
2,200 associates
Kerry Mader,
Senior Vice President
www.homeoutfitters.ca
Fields
Over 180 locations in Western
Canada and Ontario
1,525 associates
Gary MacDonald,
Senior Vice President
The Bay is the department store retail division of the Hudson’s Bay Company.
With 92 locations from coast to coast, the Bay is a full-line department store chain
focused on fashion merchandise in apparel, accessories and soft home categories,
offering high quality merchandise at mid-to-upper price points accompanied by
traditional department store services. Committed to delivering excellent value and
consistent, reliable service, Bay stores are located in suburban and urban markets,
with a strong franchise in the downtown core of Canada’s major cities.
Zellers is the mass merchandise retail division of the Hudson’s Bay Company and is
a leading Canadian mass merchandise department store chain with 280 locations in
communities nationwide. Offering customers clear value and price competitiveness
on national and private brand merchandise is Zellers’ top priority. Zellers will see
greater focus on branded apparel, improved customer service and a future roll out
of new 125,000 square foot prototype stores.
Home Outfitters is the Hudson Bay Company’s kitchen, bed and bath superstore
chain, with unbeatable selection and service. Home Outfitters offers customers more
choices, more brands and great ideas that allow customers to live better and spend
less. As Canada’s fastest growing home specialty store, Home Outfitters will continue
to grow and offer customers unbeatable selection of brands and service in kitchen,
bed and bath home furnishings.
Fields is Hbc’s extreme discount retail format focused on value-priced, everyday
consumables, family clothing, home fashion and general merchandise. Fields has
operated in Western Canada since 1948 and has recently expanded into Ontario,
with a total of 200 stores in Canada planned by the end of 2008 and at least 20
more in 2009. Fields will continue to focus on growth and delivering value-priced
merchandise to Canadian consumers.
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Message from Bonnie Brooks
THE HOLIDAY SEASON IS UPON US, when millions of Canadians venture out, armed with lists to find
gifts for friends and family, and special items for their holiday entertaining. This year, it’s my mission to
make the Bay their department store of choice for all their gift-giving and personal needs.
Since joining in September, I’ve had the opportunity to review the team’s Christmas plans for the Bay.
I’m pleased to say that this year, we have an unmatched selection of merchandise for everyone on your
list – new and exciting brands in fashion, accessories, cosmetics and jewellery - as well as fashionable ideas
and solutions for entertaining and for every day.
On my visits to stores over the past two months, what has impressed me most is the sense of pride that
our associates have in this company and the genuine enthusiasm each of you has for pleasing our customers. At this very special and very busy time of year, I ask that you show your pride in this great company by going out of your way to treat each customer the way you would like to be treated: with warm,
courteous service that will keep them coming back to the Bay throughout the holidays and all year long.
I would like to take this opportunity to thank you for your commitment to our customers, to the Bay
and to Hbc. I especially thank you for your patience and loyalty during this time of positive change. These
are exciting times for our company and I believe wholeheartedly that 2009 will bring growth and success
to the Bay and to Hbc.
Whatever way you celebrate, I hope that you enjoy this season of giving. May the holidays bring you
peace, joy and good times with family and friends.
Happy Holidays,
Bonnie Brooks
President & CEO, the Bay
What’s new at the Bay Waterloo
WATERLOO, ONTARIO AND ITS CONESTOGA MALL have been home to the Bay for
more than 15 years. On September 19, 2008 the city welcomed a new 120,000 square
foot Bay store with green innovations, making it the first of its kind in Canada. This
prototype reflects a new design, top-of-the-line materials and distinctive architecture.
Ontario’s Chief Energy Conservation Officer, Peter Love, recognized Hbc’s commitment to
creating a culture of conservation in Ontario by awarding the prestigious Certificate of
Recognition to the store for showing that saving electricity does not have to compromise
high style, comfort or design.
AMONG THE STORE’S MANY GREEN INNOVATIONS ARE:
Special energy-efficient lighting inside and out – LED exterior signage lights, which
use 10 per cent of the energy required for conventional lighting; fluorescent lighting
which use energy-efficient T8 and T5 ballasts and reduce cooling loads, providing
the same lighting quality within the store.
Solar panels mounted on the front of the store, enabling it to draw less power
from the local grid.
Two wind turbines, which will generate enough electricity to offset the power consumption of an average home.
White TPO roofing to reflect heat and reduce thermal islanding; the cooler roof
reduces the need for air-conditioning and is recyclable at end of life.
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The store features many new brands including MAC and Chanel
cosmetic lines, updated clothing lines such as Esprit, Mexx and Kenzie
as well as new jewellery and watch lines. The new collections in the
store are focused on lines for him, for her, and for family as well as
softlines for the home.
the bay
INTRODUCING EXCITING
NEW BRANDS AVAILABLE
AT THE BAY
GLUCKSTEINHOME BABY
Great design is for everyone. Even babies! The new
GlucksteinHome Baby line includes two distinctive
lifestyles, Classics and Modern, bringing fresh design
into your infant’s room.
CREATIVE DESIGN STUDIOS BRINGS
FRESH FASHION TO THE BAY
HUDSON ROOM & HUDSON NORTH
The Bay entices today’s Canadian male to step out from the ordinary
with Hudson Room and later in February 2009 with Hudson North.
Available exclusively at the Bay, Hudson Room offers modern
appropriate wear-to-work looks while Hudson North will offer updated
essentials for all facets of everyday casual life.
TRAVEL
MADE EASY
The answer to today’s
office-to-party and
office-to-airplane,
Mytagalongs are
designed to fit the
on-the-go lifestyle of
women everywhere.
Ranging from personal
care items to
organizers and
accessories, these
travel-friendly, quality
products provide
one-stop solutions for
last minute needs at an
affordable price.
Airborne
Refillables
$30
CONTEXT is a
trend-sensitive
women’s wear
lifestyle brand
of updated
classic sportswear with
a distinctively
modern edge
with trenddriven fabrics,
colour palette
and patterns.
Purse-Onifier $18
Just Bag It
$12
07
BLACK/BROWN 1826 features an impressive range of
menswear classics executed in intricate wool knits,
elegant wovens, and fine cotton shirting in rich
hues and stylish cuts that promise to bring Old
World tradition to the contemporary man.
Confident, organic lines are manifested in smartly
tailored suede jackets and cozy cable knit
shawl-collar sweaters, flat-front trousers and
tweed blazers, all imbued with signature tailoring.
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the bay
WHAT’S HOT FOR THE
WHETHER YOU’RE HOSTING A HOLIDAY COCKTAIL PARTY OR ATTENDING A WORK EVENT, THE BAY
CAN GET YOU THERE IN STYLE. HERE’S AN INSIDE LOOK AT ‘MUST HAVE’ ITEMS FOR THIS SEASON. GIVE
YOURSELF OR YOUR LOVED ONES THE GIFT OF ELEGANCE AND STYLE WITH THE HELP OF THE BAY.
Nine West vertical stud shorty glove $80
Nine West side lace-up glove $80
Bleka black patent glove $70
BAIA Blue zip bomber jacket $138
Careta black sheer metallic scarf $40
Vero Moda black pant
$55
Walter pleated pencil skirt $225 Lida Baday sequined skirt $760
Phillip S+arck
Men’s black leather
watch $230
Men’s metal strap
watch $250
Twelfth St. by Cynthia Vincent
halter sequin flutter skip dress
$450
Maggy London navy and
black spotted dress $149
Maggy London Envy
strapless satin dress $149
Hbclife
Swatch
Men’s metal watch $165
Women’s metal watch $135
Walter vintage lace dress
$348
08
Armani Exchange
Women’s white leather watch
$170; Women’s gold metal
watch $195
focus on the customer
HOLIDAYS AT THE BAY
EXPERIENCE AN
ENCHANTED
B de Boucheron
100 ml eau de parfum spray
$162
Fossil necklace in a Christmas tin box $25
Guess charm bracelet $25
Nicole Miller necklace and earring sets $40
Thierry Mugler Angel Les Parfums $38 - $115
Dior cosmetics
$31 - $55
Guerlain Homme
80 ml eau de toilette spray $90
Accent crackled glass candle
holders $12.99 - $16.99
Distinctly Home star
dust cushion $29.99
Tag hurricane vases
$29.99 - $39.99
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CHRISTMAS
Don’t let the decreasing temperature
outside dampen your mood, come into
the Bay and experience Enchanted
Christmas this holiday season.
Beautifully decorated trees, twinkle
lights and wreaths set the mood and
inspire your holiday shopping.
While at the Bay, be sure to visit
Christmas Street, our one-of-a-kind
Christmas wonderland, to find everything you need to decorate your home
for the holidays.
WATCH FOR EXPRESS YOURSELF
THIS SPRING - the Bay’s next brand
campaign to help you perfect your individualized style.
Message from Mark Foote
THE HOLIDAY SEASON HAS BEGUN and I’m very excited to be a part of Hbc and the Zellers team at
this all-important time for our business.
During the holidays people are busier than ever, so they want their gift and personal shopping to be
quick and easy, with the right product in stock at the right price. Over the past few months, I have been
busy working with my team to ensure that this season we give our customers exactly that – great promotional events and a positive shopping experience that will meet their needs and keep them coming back.
I’ve spent a lot of time in stores since joining Zellers and what I’ve seen and heard when speaking
with many of you is a strong desire to see our company succeed. This is very encouraging, because without associates who care and genuinely want to see Zellers succeed, we will never do so. This season, I
ask each of you to tap into this desire and go out of your way to make every customer’s shopping experience special and keep them coming back to Zellers all year long.
I see tremendous opportunity for our company. Working together, we’ll make our Zellers stores the
best choice for our customers every day.
I wish each of you and your families the very best for the holiday season and a safe and happy new year.
Best Wishes,
Mark Foote
President & CEO, Zellers
ZELLERS FALL A TO Z EVENT
MAKE SURE TO VISIT A ZELLERS STORE NEAR YOU
between November 15 – 28 to check out the unbeatable deals, fun in-store activities, product demos and
samplings of your favourite foods. It’s a great time to
get a head start on your holiday shopping, as Zellers
has every item imaginable from A to Z.
Be sure to tell everyone you know to use their Hbc
Rewards Card with their purchases to enter the A to Z
Contest for a chance to win one of many exciting
prizes. The grand prize is a fabulous 2009 Chevrolet
Malibu Hybrid, an EarthChef™ Kitchen Products prize
pack and a trip for two to Toronto for the Ultimate
Culinary Experience, while the second place prize is
an Everything from A to Z prize pack.
CHECK OUT THE NEW FLYERS!
Zellers is bringing more customers into stores with new
flyers designed to focus on great deals and ways to save with:
More great sale offers on the cover of the flyer.
New ‘2 Day Sale’ every weekend in November and
December.
New two week ‘A to Z Event’ flyers at the end of
November.
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zellers
LOOK WHO’S NEW IN TOWN
Customers are now enjoying an unparalleled shopping experience with quality products at affordable prices at
the new Zellers in Whitby, ON. The grand opening on Saturday, September 27, 2008 was filled with eager
customers who enjoyed the new open-concept layout. Customers also enjoyed the newly designed Family
Restaurant, full Neighbourhood Market and brand new signing. Store Manager Louis Mitchell was pleased with
the turnout and said customers were excited about the new look and feel of the store.
Be on the lookout as Scarborough, ON follows suit in spring 2009 with a new Zellers store location.
The new Zellers team in Whitby, ON.
Opening day brought in many
customers excited to see the new store.
Hbc’s GREENEST ZELLERS
RECEIVES RETAIL COUNCIL
OF CANADA’S RETAIL
STORE DESIGN AWARD
The Zellers Waterdown store
received the Retail Council of
Canada’s award for best retail
store design during the annual
Excellence in Retailing awards
held in Toronto on June 2, 2008.
The Retail Store Design award is
given to a company with a store
that demonstrates an innovative,
original and visually enticing layout
and design. The Waterdown store
provides customers a great shopping experience while minimizing
its effects on the environment
with numerous green initiatives
and providing one-stop shopping
and intuitive product zones for
enhanced convenience.
GOING GREEN JUST GOT EASIER
This fall, Truly™ Eco Plus products have arrived at Zellers. Formulated
using naturally derived and biodegradable ingredients with no artificial
scents or masking agents, all products are certified by EcoLogo, a global
leader in third-party environmental certification—your assurance that
these products are safe for your family and the environment. Ranging
from laundry detergents to bathroom cleaners and dishwasher
detergent gel, all packaging is made from 100 per cent post-consumer
content and are fully recyclable.
Truly Eco Cleaning products $2.49 - $7.99
INTRODUCING SESAME BEGINNINGS™
Sesame Beginnings makes its debut at Zellers stores this fall with sleep and play wear,
DVDs and books for infants to toddlers, ages 0-24 months. Featuring baby versions of the
Sesame Street characters you know and love, each product includes parent tips encouraging age-appropriate learning
activities and adult/child interactions throughout the day such
as bath and dinner time. These
quality products will encourage a
love of learning to last a lifetime.
Sesame Beginnings™ and ©2008 Sesame Workshop
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Sesame
Beginnings
playwear
$19.97
Sesame Beginnings
sleeper $16.97
zellers
FROM TOYS TO BEAUTY
ZELLERS IS SURE TO HAVE EVERY
Kota the
Triceratops
Dinosaur
$299.99
Air Hogs Mini Helicopter
$39.99
Furreal Friends Biscuit My
Lovin’ Pup $129.99
Air Hogs Wall
Climbing Car
$29.99
In the Night Garden
Blanket Time Iggle Piggle
$34.99
Monopoly Here and Now World $39.99
Must-have toys for the holidays
Neopets Plush $9.99 each
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focus on the customer
Y TO DELICIOUS TREATS,
YTHING ON YOUR LIST THIS YEAR
Governor’s Choice premium
European chocolates and sweets will
be welcomed at any holiday party
Swiss Bubbly Chocolate Bar $0.79
European Biscuits
in organza gift box
$12.99
Assorted Belgium Chocolate
with gift bag $19.99
English Chocolate & Toffee $14.99
Beauty at Zellers
New and exclusive
to Zellers, bath
and spa products
are the perfect
gifts for the
stocking and
under the tree.
Quintessential Lavender
Luxury Foam Bath $7.97
Green Soul Deep Cleansing
Body Scrub $14.97
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Spa Original+ Shower Gel
$8.47
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Beauty Harvest – Sweet
Almond Milk Creamy Body
Wash $9.97
Exotic Rituals Zanzibar
Vanilla Body Lotion
$9.97
GREAT GIFT–
WITH A WIDE RANGE OF PRODUCTS FROM VARIOUS HIGH-QUALITY YET
AFFORDABLE BRANDS, HOME OUTFITTERS IS THE PLACE TO SHOP THIS
HOLIDAY SEASON FOR GREAT GIFT-GIVING ITEMS SURE TO TRANSFORM
ANY HOUSE INTO A HOME. WHAT WILL TEMPT YOU THIS HOLIDAY SEASON?
Message from
Kerry Mader
IT’S THAT TIME OF YEAR AGAIN and Home Outfitters is ready to thrill
our customers with exciting gift ideas and décor for the home.
This season and all year long, we’re focused on delighting our customers
with great products for the kitchen, bed and bath that meet all their decorating, entertaining and gift-giving needs. Right now, we’ve got many new
items and fabulous new brands like our Marie Claire Paris line of home décor,
exclusively available at Home Outfitters in North America.
We’ve also been working hard opening new Ontario stores in Oakville and
Oshawa that represent our new store vision designed to deliver an exciting
and memorable shopping experience. If you haven’t been in Home
Outfitters lately, a visit is sure to put you in the holiday spirit, with six foot tall
nutcrackers and floating gift boxes to identify our seasonal ‘trend pods’ at
the front of the store. A key differentiator from other home specialty chains,
‘trend pods’ are the customer’s first perception upon entering, featuring a
revolving presentation of new and exclusive product and seasonal gift ideas.
With an assortment that’s new, innovative, and stylish at a great price,
we’re helping our customers live better and spend less, so be sure to tell all
your family and friends to visit us for their holiday shopping needs. This is
a busy time for our stores, so take the time to slow down and enjoy it all.
Above all, remember that each experience we provide for our customers has
the potential to make them a customer for life.
I wish each of you and your families and friends the very warmest wishes
for the holiday season and all the best for the new year.
Waring Pro Yogurt Maker $49.99
Paderno Dome Roaster with Rack $109.99
Sincerely,
Kerry Mader
Senior Vice President, Hbc Specialty
Calvin Klein Lush Bath Towels $9.99 - $19.99
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home outfitters
–GIVING ITEMS AT
HOME OUTFITTERS
Whatever It Takes Celebrity Mugs $19.99
Silly Critter 4pk Silicone
Baking Cups $9.99
Tefal Baguette Maker
$149.99
Cuisinart Countertop Water
Filtration System $159.99
Le Cube Bundle with Aeroccino Plus
$429.99
Crane Hello
Kitty Humidifier
$49.99
Riedel 6 Piece Stemless O Cabernet
Glasses & Decanter $59.99
KitchenAid Stand Mixers (Green Apple, Gloss Cinnamon, Ice Blue & Bay Leaf) $399.99
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Retro Ice Maker $249.99
home outfitters
EXCLUSIVE TO
HOME OUTFITTERS
ON AUGUST 20, Home Outfitters launched one of its largest product lines ever, the new exclusive home
décor collection - Marie Claire Paris.
Reflecting décor trends from around the world, the Marie Claire collection offers products for every room
in your home, whether it’s the bedroom, bathroom or kitchen. The products have a contemporary look, combining a modern and classic twist at affordable prices to complete the look of anyone’s home. Take a look at
some of the items sure to complement your home or be used as great gift-giving items.
Marie Claire Bird Song Jug $12.99
Marie Claire Measuring Cups, Jugs, Colander & Mixing Bowl $14.99 - $17.99
Marie Claire Clover Coverlet (Queen) $139.99
Marie Claire Tajines SM-$8.99 • LR-$29.99
Marie Claire Large Blue Square Platter $29.99
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fields
FIELDS KEEPS ON GROWING
1
2
3
1 New Fields store 176 opened this summer in Almonte, ON. • 2 Inside Fields store 77 in Drayton Valley, BC. • 3 Fashion at
Fields store 312 in Hawksbury, ON. • 4 & 5 Cash area and layout of Fields store 160 in Kennedy Heights, AB.
4
5
FIELDS IS
MAKING
ITS MARK
CHECK OUT THE MAP BELOW FOR ALL THE FIELDS STORES
ACROSS CANADA TO DATE
Province
# of Stores
Yukon Territory
1
Northwest Territories
2
British Columbia
61
Alberta
58
Saskatchewan
26
Manitoba
10
Ontario
31
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“WE CONTINUE TO AGGRESSIVELY EXPAND FIELDS,”
says Gary MacDonald, SVP, Supply Chain & Logistics. “Our
extreme value dollar format retail chain is booming, with a
total of 40 store openings in 2008 alone.”
Currently, Fields has over 180 stores, located primarily in
Western Canada. Over the past two years, Fields has
expanded east to Ontario opening 20 stores in the northern
and eastern parts of the province this year. By year end, there
will be almost 200 Fields stores, bringing its total number of
associates to over 1,525. “We are building a great team of
associates across the country,” says Greg Crowder, General
Manager, Fields.
Fields’ value-priced assortment of everyday consumables,
clothing for the whole family, home accessories and general
merchandise is the cornerstone of its success. Fields will
continue to grow by as many as 20 new stores in the
upcoming year in Ontario, Manitoba and Saskatchewan.
“It’s an exciting time for Fields, which I’m extremely proud to
be a part of,” says Gary.
We are now in the second year
of the Earning Our Stripes program with Gallup to better
understand the emotional connections we have with our
customers, our associates, and
with each other. Measuring how
‘engaged’ we are with one
another gives us the information we need to take our relationships to the next level, and
to provide the kind of shopping
experience that will bring customers into our stores for all
their needs. Watch for results
from the 2008 Associate
Engagement and Internal
Customer Engagement surveys
in early 2009.
What are you doing?
With results from associates and customers, both internal and external, both stores and home offices have
been taking action to positively impact engagement scores. Here are some examples:
Home Outfitters store 5172 in Dartmouth, NS had all of
their associates work as a team to come up with actionable items to include in their plan. The objective behind
every item was to make an enhanced and enjoyable
shopping experience for the customer in every area of
their store. For example, they have a stocked fridge in
the back with bottled water and treats for associates to
give to customers. The store has also adopted a pet fish
called Marie Claire, a focal point for customers. The high
energy of associates and the positive atmosphere of the
store has been well received by customers.
To address customer feedback for ‘always treats me with
respect,’ associates at Bay store 1526, in Oshawa, ON
worked on personalized action plans geared towards
how they could impact each customer’s experience. The
associates’ action plans were condensed into one plan
for each manager to post on their team’s board to review
daily. Brainstorming meetings were also held to overcome barriers with customers and handling difficult
situations. Associates were very open and vocal during
the process as they saw their suggestions being heard
and implemented. Daily positive feedback from customers
has continued to motivate the team.
ASSOCIATE ENGAGEMENT SURVEY
WHAT MATTERS TO ASSOCIATES
I How can I grow?
I Do I belong?
I What do I give?
I What do I get?
When Lee Robinson, store manager of Zellers Millcroft,
store 487, in Burlington, ON wanted to improve his
associates’ awareness of their mission and purpose, he
worked with his team to create a targeted action plan.
They placed posters with the mission and purpose
around the associate lounge and created a bulletin board
for associates to view extraordinary service comments.
They also put a chart on the wall for associates to write
their comments on how to improve customer engagement.
The team was able to work together to turn their weaknesses into strengths, receiving marked improvement in
their EOS results.
CUSTOMER ENGAGEMENT SURVEY
WHAT MATTERS TO CUSTOMERS
I Can’t imagine a world without
I Treats me with respect
I Always treats me fairly
I Always delivers on promise
INTERNAL CUSTOMER ENGAGEMENT SURVEY
WHAT MATTERS TO INTERNAL PARTNERS
I Perfect internal partner
I Treats me with respect
I Fair resolution of problems
I Always delivers on promises
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our people
A
GREAT
ACCOMPLISHMENT
BEAUTY SERVICE
EXCELLENCE AT THE BAY
THE BAY WAS A BIG WINNER at this year’s Cosmetics Outstanding Service Awards (COSA), receiving five awards
out of 17 and a total of 195 nominations. The COSAs are presented to cosmetics and fragrance associates across
Canada who provide exceptional customer service. Congratulations to our winners:
1 Estée Lauder Team - Vernon, BC
Department Store Team Award
2 Samantha Bruno - Yorkdale, Toronto, ON
Department Store Service Award
3 Ginette Theriault – Brossard, QC
Department Store Service Award
4 Josephine Murphy - Kamloops, BC
Fragrance Advisor Award
5 Raymond Lo – Victoria City Centre, BC
Department Store Service Award
3
1
2
4
On Friday, August 8, 2008, Marc
Theriault, an associate from the
Hbc Vancouver Logistics Centre,
was inducted into the Special
Olympics BC Hall of Fame
for being the first athlete in the
Special Olympics BC 30 year
history to win gold at four
different World Games in three
different sports.
Established in 2000, the
Special Olympics BC Hall of Fame
recognizes significant, long-lasting contributions that individuals
and groups have made to Special
Olympics BC. Marc has also been
selected to attend the 2009
World Winter Games, in Boise,
Idaho - February 2009 - where he
will once again compete for
Canada in level 6 Men’s Single
Figure Skating.
Congratulations Marc - we are
very proud of your outstanding
accomplishments.
5
MARC THERIAULT, Vancouver
Logistics Centre, Vancouver, BC
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CUSTOMER SERVICE HEROES
GOING ABOVE
AND BEYOND
As sales manager on her third day at
Bay Kelowna, BC, Christine received
a frantic call from a customer. The
customer requested to have an infant
car seat transferred from another
store for her daughter as she had just
had a baby. Unfortunately the car
seat did not arrive in time and her
daughter was to leave the following
morning and desperately needed
the seat to transport her new infant.
After locating the seat she needed at
the Penticton Bay store - a 45 minute
drive away - Christine offered to
drive down and pick up the car seat.
CHRISTINE
HILDEBRANDT,
Sales Manager,
the Bay store
1119,
Kelowna, BC
The customer was very relieved and
thrilled when she came in that
evening to pick up the car seat.
Thanks to Christine, the customer
had the car seat she wanted and her
daughter was able to leave the next
morning as planned. Christine
embodies what going above and
beyond for the customer really means.
THE RIGHT FIT
While browsing through the Bay Masionville in London, ON, a customer
overhead lingerie sales associate, Carolyn Lacey, assisting a fellow customer
with a bra purchase. Impressed with her product knowledge and obvious
eagerness, she decided to wait to ask for some assistance as well. Carolyn
took her time with the customer and made sure she knew about the current
promotions and about the Bay Bra Club. The customer, having spent a lot of
money and time in lingerie boutiques, had never received this kind of personalized service. Due to her exceptional experience with Carolyn, the customer referred her four sisters, mother and all her friends to go see Carolyn,
as she “represents the Bay brand perfectly.” This customer went on to say
that she e-mailed 30+ women about this experience. Way to go Carolyn!
CAROLYN LACEY,
Lingerie Sales
Associate, the
Bay store 1527,
London, ON
OUT OF HER WAY
“Nancy is always willing to help when needed
and always goes out of her way to make
associates and customers happy whether she
is on or off duty. She acknowledges everyone’s
hard work with friendly smiles and words.
For example, a couple coming to our
restaurant daily could not make it out anymore, so she now takes lunches to them
NANCY DUNN, Store
everyday and also shops for them. Another
Manager, Zellers store 220,
woman lost her husband and needed someHuntsville, ON
body to talk to; Nancy was there to help her
through this tough time. We also have an elderly customer who shops at
our Huntsville store from Parry Sound and Nancy has given this woman
her home phone number just so she can make sure she got home safely.
She has an open door policy for any issues or concerns and makes you
want to go that extra mile yourself. She is an excellent person to work
with or spend time with. She is the best manager anyone could ask for.”
—An admiring co-worker
EXCEPTIONAL
CUSTOMER
SERVICE
At Zellers Ste-Dorothée in
Laval, QC, a customer short on
time came into the store to
purchase a shirt and a pair of
pants for a wedding he was
attending that afternoon.
The pants he decided to buy
were too long, so associate
Louiselle Gingras, offered to
sew the hem while he finished
his shopping. The customer
MAKING A DIFFERENCE
ROBERT DOWNEY,
hard-line sales associate,
Home Outfitters store
5169, Orleans, ON
“Wow, what an experience from the time I walked through the front door. Robert walked up to me
and handed me a flyer striking up a conversation. I asked him where the vacuums were located
in the store and he walked me to the items showing me all the Dyson models I was interested in.
After about 30 minutes he was on a ladder getting me the model I wanted, which was way up in
the rafters. He was the reason I bought the vacuum, as he was so fun and enjoyable. I originally
was next door at another store which had the same model but no one was around. Robert was
a complete joy until the moment I left. He brought my item to the cash and even offered to take
it to my car. Robert, keep up the great work because you made my whole day a lot brighter.”
—A happy customer
Hbclife
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LOUISELLE GINGRAS,
store associate, Zellers store 409,
Laval, QC
was pleasantly surprised and
really appreciated the service
he received.
Thank you, Louiselle, for
making a customer very happy!
our people
ASK CUSTOMERS TODAY
TEAM Hbc AWARDS
The Team Hbc Awards Gala once again recognized
the significant contribution of individual associates
and teams. The third annual event on May 8, 2008
brought together nominees from across the country.
The celebration included the presentation of the
Pinnacle Awards and the President’s Excellence
Awards for high performing merchandising teams and stores.
Three associates were presented with the Pinnacle Award in recognition of their outstanding service for Hbc. Each of the winners
FOR GREAT REWARDS
2008 has been a very busy year for new credit initiatives with the automatic
upgrades to the Hbc MasterCard®, the upgrade function at POS, the launch of
Quick Cash and new credit OPAL courses.
One of the biggest initiatives this year is the new associate incentive program—
ACT (Ask Customers Today). ACT is our way of saying thank you for your focus on
achieving top credit results. Associates receive up receive up to 25,000 Hbc
Rewards points for instant credit applications, 10,000 Hbc Rewards points for
upgrades, 80,000 Hbc Rewards points monthly for meeting or exceeding credit
blend targets and 25,000 Hbc Rewards points for completing OPAL’s credit
courses. With all those points, redeeming your points for Hbc Gift Cards or from
the Hbc Rewards catalogue is a great way to do some holiday shopping.
TIPS FOR THE BUSY HOLIDAY SEASON:
Offer Hbc Credit to every customer who does not have an Hbc MasterCard
or Hbc Credit Card.
Asking every customer to use their card is great way for them to get even
more Hbc Rewards points, which can be used for their holiday shopping!
FRANCINE EDISBURY (pictured with tour group guide) enjoyed the Summer
Olympic Games in Beijing with her husband.
chose a $7,500 Hbc Shopping Spree or an once-in-a-lifetime trip to
the 2008 Summer Olympic Games in Beijing China:
Francine Edisbury, POS Associate, Zellers Les Promenades St.
Bruno, QC
Mike Geary, Buyer, Zellers Kids’ Wear
Manjit Mundi, Store Manager, Zellers Conestoga Mall,
Kitchener, ON
MANJIT MUNDI and her son took in the excitement of
the Games at the aquatic centre in Beijing.
Both Francine
Edisbury and
Manjit Mundi
took advantage
of the trip to
the Summer
Olympic Games
in Beijing
China which
included
several events
to cheer on
our Canadian
athletes.
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ENVIRONMENT
ACTING
WITH A
GLOBAL
MIND
IN JULY, Hbc RELEASED ITS SIXTH
ANNUAL CORPORATE SOCIAL
RESPONSIBILITY (CSR) REPORT,
OUTLINING ACTIONS TAKEN IN
2007 IN FOUR KEY AREAS:
ENVIRONMENTAL SUSTAINABILITY,
ASSOCIATE DEVELOPMENT AND
WELLNESS, COMMUNITY
INVESTMENT, AND ETHICAL
SOURCING. 2007 HIGHLIGHTS
INCLUDE:
Reduce, reuse and recycle. Hbc is committed to finding new ways to think green, whether it’s in our
home office or at your local store.
OUR ACTIONS:
Hbc is reducing the amount of packaging
on products and eliminating PVC in product
packaging.
Our head office was the first in Canada to be
certified as ‘Zero Waste’, meaning over 95 per
cent of waste was diverted away from landfills
through recycling.
The ‘greenest’ Zellers ever opened its doors in
Waterdown, ON. The store features green
innovations, including solar panels, wind turbines
and a ‘Zero Waste’ program.
All Hbc stores are undertaking an intense waste
diversion plan with the goal of increasing waste
diversion from 56 per cent to 90 per cent. At the
end of 2007, Hbc achieved that goal, with every
store diverting all clean plastic, fine paper, plastic
hangers, corrugated cardboard, cafeteria grease
and store-use print cartridges. All new Hbc stores
are required to achieve a 90 per cent diversion rate
at the outset. Hbc has committed to converting as
many as 40 of its stores to ‘Zero Waste’ in 2008.
From October 19 to 25, Hbc participated in Canada’s Waste
Reduction Week - a program aimed at increasing our waste
reduction capacity and finding new ways to reduce, reuse
and recycle.
“Diverting these materials out of the waste
stream helps our environment by reducing Hbc’s
environmental footprint. The plan also helps us
achieve savings since we are not paying to
have the waste hauled away and dumped in a
landfill - helping us to be both environmentally
as well as financially sustainable.”
—Marc Gagnier,
VP, Enterprise Store Operations
Check out the full Hbc Waste Diversion Work Plan on Hbcnet under Job Tools - Loss Prevention, in the Greening Hbc tab.
Please continue to send your eco-conscious suggestions to Hbc Ideas [email protected].
SUPPORTING OUR ATHLETES
Hbc continues to support Canadian
athletes with events like the annual
Hbc Run for Canada on July 1, 2008
and the Hbc Golf Tournament in June.
This year’s Run for Canada
raised an incredible $2 million. On
Canada Day, 14,363 participants in
15 cities across Canada came out to
support this great cause in Halifax,
Montreal, Ottawa, Toronto, Algonquin
Park, Winnipeg, Saskatoon, Calgary,
Vancouver, Victoria, St. John’s,
Windsor, Red Deer, Edmonton and
Quebec City.
Hbclife
On June 4, Hbc
raised $500,000 for
Canadian athletes
at the Beijing
inspired golf
tournament.
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community
ASSOCIATES
COMMUNITY INVESTMENT
ETHICAL SOURCING
At Hbc, it’s our goal to
provide our associates with
an environment in which
they will continue to grow
and achieve their aspirations.
Hbc believes giving translates into a powerful force of collective
goodwill that reaches out into the community and the world at large.
Hbc believes in an equitable and
sustainable supply chain that
aids in the economic development
of the regions from which we
source our merchandise.
OUR ACTIONS:
Through ‘Earning Our Stripes’,
we are measuring how our
associates feel about working at Hbc and responding
with targeted training and
development opportunities.
Hbc celebrates the achievements of our associates. In
2007, over 10,000 associates
and 36 teams were recognized for their achievements.
In 2007, 45 per cent of all
stores and distribution
centres achieved our goal
of zero lost time injuries.
OUR ACTIONS:
Hbc donated more than $10 million to national and regional charities
across Canada, including women’s shelters, local hospitals, breast
cancer research and more.
200 Canadian athletes each received $5000 and Hbc donated additional funds to elite training facilities and athlete support programs
like ‘Own the Podium’ and ‘Road to Excellence’.
Hbc donated more than $1.5 million in artifacts, including precious
silver pieces, along with 1,395 feet of company records to the
Manitoba museums and archives.
For the fifth year, Hbc and its customers raised money for the
Canadian Breast Cancer Foundation during its annual Think Pink™
campaign, raising more than $400,000.
OUR ACTIONS:
All Hbc vendors are asked to
support our Code of Vendor
Conduct, which requires them
to produce their products in an
ethical manner and treat their
workers fairly.
Hbc introduced an online training
tool to help associates understand
our commitment to ethical
sourcing. In 2007, more than 750
associates completed the course.
Through the UN Global Compact
and the UN’s Millennium
Development Goals, Hbc is
working on programs to help
eradicate poverty and hunger
and help in efforts to achieve
universal primary education.
Learn more about our commitment to social responsibility by visiting our 2007 Social Responsibility Report at www.hbc.ca/CSR
SUPPORTING CANADIAN COMMUNITIES
HOLIDAY FUNDRAISING PROGRAMS
The gift that gives
Holiday fundraising for the Hbc Foundation is once again in stores with the
holiday charity plush and Charlotte the 2008 Heritage bear. 100 per cent of the
net proceeds from the sale of these items are invested in charities across Canada
that build healthy families, create strong communities and inspire Canadians.
The new line of holiday plush
characters are here. At $5.99, each
character comes equipped with a
clear plastic gift card holder,
making it a perfect gift that gives
to a good cause.
Introducing Charlotte
Charlotte,
2008 Heritage Bear $9.99
Named in honour of Charlotte Small, wife of legendary fur trader and mapmaker David Thompson,
Charlotte is representative of women in the fur trade.
Like her Native and Métis sisters, her skills as cook,
pathfinder, labourer, seamstress, translator and
negotiator were a great advantage to her husband
in his work for Hbc and the North West Company.
Cosmetic Charity Bear
The cosmetic bear, $7.99 at the Bay,
comes with a loot bag that can not only
hold a gift card but also a small fragrance
or cosmetic item.
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THE POWER
OF A SINGLE VISION
UNTIL ITS SALE TO THE LATE JERRY ZUCKER IN 2006, Hbc
never had a single owner. But during 335 years as a public entity,
there were several majority shareholders who left their personal
stamp on the business. The first of these was Thomas Douglas,
5th Earl of Selkirk.
In 1811, Selkirk used his influence as Hbc’s largest shareholder
to purchase over 30 million hectares (74 million acres) in the Red
River Valley from Hbc for his colonial project to settle dispossessed
highland Scots. The settlement was immediately controversial.
The region not only straddled the North West Company’s
main route to Athabaska, it encompassed a number of its forts.
Moreover, settlement itself was problematic. The farmer and the
fur trader are poor neighbours: the former’s success depends
on clearing the forests that support the animals sought by the
latter. At Red River these tensions were exacerbated by the
presence of a unique local population – the Métis. Children of
First Nations and Europeans, the Métis had built a thriving local
economy based on agriculture and the buffalo. The arrival of
surveyors and settlers who did not recognize their claims to the
land led to confrontation.
The two fur trade companies finally merged in 1821.
Meanwhile two rebellions, in 1869 and 1885, would occur before
the thriving community at the confluence of the Red and
Assiniboine Rivers evolved into the modern city of Winnipeg.
Selkirk lived to see neither event; he died of tuberculosis at the
age of 42 in 1820.
DID YOU KNOW?
DATES TO REMEMBER
SANTA CLAUS PARADES
Toronto
Vancouver
Montréal
November 16
December 7
November 22
THE HOLIDAY SEASON IS all about tradition. And at the Bay we’re committed to helping our customers
create their own beautiful holiday traditions. Since 1990 our Christmas Street private brand has been
helping them realize their dreams. A registered trademark for Christmas ornaments, decorations and
stationery, Christmas Street is more than a brand: it’s also a destination. For many Canadians, a trip to
Christmas Street at one of the Bay flagship stores is a much-anticipated kick-off to the festive season.
FRIENDS AND FAMILY
the Bay
November 16 & December 7
Zellers
November 23 & December 14
Home Outfitters
December 7
(December 6 - Winnipeg, MB only)
NEXT ISSUE OF Hbc Life
April 2009
To learn about what’s happening at Hbc, visit
www.hbcassociate.com - your one-stop shop for associate
information, our intranet, Hbcnet at http://myhbcnet, or
our retiree website - www.hbcalumni.ca.
To learn more about Hbc’s history visit our heritage website
at www.hbc.com/hbcheritage.
Christmas Street,
the Bay Queen Street store, 2007
Hbc Life is printed on Chorus Art Silk made from 50 per cent
recycled fibre, contains 25 per cent post-consumer waste,
is manufactured acid free and elemental chlorine free.
© 1996 Forest Stewardship Council Cert. No. SW-COC-003272.