eTail Day 1

Tuesday, June 9, 2009

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Keys To Sustaining e-Retailing Growth

7:45 - Registration And Networking Breakfast Inside The Solution Zone

No session description available.

8:25 - Welcome Address

Carina Kuhl, Executive Director, eTail Europe

8:30 - Chairperson's Opening Remarks

Greg Kelton, Managing Director, Optimost EMEA

No session description available.

Greg Kelton

Managing Director, Optimost EMEA

A career long evangelist for technology in business, Greg started off advising Fortune 500 companies as an early member of Cambridge Technology Partners, ATG and Siebel Systems and co-founded Open Environment Corporation, leading it to IPO before ‘hopping the pond’ to run Coremetrics’ web analytic operations in Europe. Recently, as MD Optimost EMEA for Autonomy Interwoven, he’s been delivering the [read more]

8:45 - Faces, Places and Spaces – How the Internet Shapes Brands

John Thompson, SVP & GM BestBuy.com, Best Buy (USA)

Customer centricity and cross channel retailing are key for Best Buy to create growth and drive brand relevance into new spaces. In this session John R. Thompson, senior vice president and general manager of BestBuy.com, looks at new places, new faces and new spaces to advance Best Buy into new market places. He believes customers shouldn't be clustered geographically but based on behaviour. John examines how the Internet dynamically changes how and where consumers see your brand. What he found fundamentally changed Best Buy's view of national and international branding... and could do the same for you...

John Thompson

SVP & GM BestBuy.com, Best Buy (USA)

Best Buy are leaders in co-creating he experience with their customers through engagement and superb multi-channel integration. Actively moving into the European market.

John Thompson is the senior vice president and general manager of BestBuy.com, the wholly owned Internet subsidiary of Best Buy Co., Inc., a multinational retail [read more]

9:20 - Introducing Real-Time Banking

Nile Younis, Business Development Manager, GlobalCollect

Types of paymentmethods differ per country
SWOT of each payment method
Alternative payment methods: real-timebanking

Nile Younis

Business Development Manager, GlobalCollect

Nile has held various International Business Development positions with some of the top names in the fields of Localization, Software Development and international e-Commerce. As one of the responsible managers for GlobalCollect’s Retail portfolio, which includes household names such as EPSON, PETIT BATEAU, TomTom, Reebok amongst others, he is in tune to today’s infrastructure needs for Multi-Chan [read more]

9:55 - Panel: Keys To Continued Growth In Today's Business Climate

John Thompson, SVP & GM BestBuy.com, Best Buy (USA)
Julia Reynolds, CEO, figleaves.com
Kieron Smith, MD, The Book Depository
Steve Robinson, CEO, M and M Direct
Martin Child, Managing Director, Webloyalty
Koert Tulleners, CEO, Freemans Grattan Holdings

Today's challenging business climate has lead consumers to radical purse-tightening. Although the online channel is still doing relatively well, competition is fierce between retailers to obtain their share of wallet. We have seen some endemic discounting but we all know that's only a short term option. In this panel we go beyond combating customer erosion and explore opportunities to sustain growth.

Identifying your best opportunities for sustained growth in the current business climate
Re-aligning your internal organisation to manage the downturn by increasing efficiencies
Assessing the effects of today's consumer behaviour on your multi-channel balance
Overcoming the credit crunch through alternative funding

John Thompson

SVP & GM BestBuy.com, Best Buy (USA)

Best Buy are leaders in co-creating he experience with their customers through engagement and superb multi-channel integration. Actively moving into the European market.

John Thompson is the senior vice president and general manager of BestBuy.com, the wholly owned Internet subsidiary of Best Buy Co., Inc., a multinational retail [read more]

Julia Reynolds

CEO, figleaves.com

Julia heads up the lingerie specialist and the visionary behind Tesco's £3 pair of jeans turning around Tesco's £1bn-a-year clothing operation.

Kieron Smith

MD, The Book Depository

The Book Depository focuses on exploiting the long tail and has the largest breadth of titles available in the world. Kieron was head of online at Waterstones, GAME and BCA.Kieron is Managing Director of The Book Depository, the UK’s largest dedicated online bookseller - offering the largest range of titles in the world, available for dispatch within 48 hours. Founded in 2004 to make ‘All Books To [read more]

Steve Robinson

CEO, M and M Direct

M and M Direct’s ambitious growth plans resulted in the opening of their new distribution centre late 2008 on time, on budget and with very few complications. Steve previously was Tesco Direct’s CEO.Steve became a chartered accountant in 1995, leading him to Analyst roles at Kingfisher and Superdrug, where he rose rapidly through the ranks, becoming Group Chief Analyst and Head of Strategy for Gen [read more]

Martin Child

Managing Director, Webloyalty

Martin joined the senior management team of Webloyalty in 2006 with responsibility for establishing the company in Europe, through its headquarters in the UK. Martin brings over 20 years of direct marketing, internet, interactive and business management experience to the position. Prior to Webloyalty Martin was Vice President, Sales and Marketing, Europe for Yahoo Search Marketing. His responsibil [read more]

Koert Tulleners

CEO, Freemans Grattan Holdings

Aged 62, KT, as he is known, was Managing Director before he retired from Otto International Asia in September 2007. He joined Otto International Asia in 1994 as Managing Director and was responsible for all its sourcing offices and trading companies in the Asia Pacific region. Prior to that, he worked his way through different aspects of the garment industry for 22 years in South Africa. Having b [read more]

10:30 - Coffee, Refreshments & Networking

Mike Altendorf

Head of EMEA, EMC

11:30 - Capitalising on the Changing Shopping Behaviours of European Online Customers

Patti Freeman Evans, VP, Research Director, Forrester Research

According to Forrester, we can expect a huge influx of new online and mobile customers in Europe for the next few years to come. Which is due to the continued growth of broadband penetration, channel shopping shift changes and the increasing use of Internet and mobile (both in terms of number of users and intensity). This presents much needed new opportunities for e-retailers and consumer products brands. It also presents new challenges in how the different types of customers e-retailers will simultaneously service: experienced online shoppers, big spenders, the price-sensitive, and the newbies. Each consumer segment has different needs and requirements, creating a unique dynamic throughout European markets. In this session we explore profiles of key customer segments today and tomorrow and how to capitalise on their respective needs.

Patti Freeman Evans

VP, Research Director, Forrester Research

Patti serves eBusiness & Channel Strategy professionals. She is a leading expert on multichannel retail strategy, with 19 years of diversified experience, expertise in creating customer-centric ecommerce sites, integrating channels effectively, developing innovative marketing initiatives, and ensuring high-standard customer service and order fulfillment operations. Patti was formerly a researc [read more]

11:30 - Leveraging The Power Of Your Website To Drive SEO

David Harding, Customer Acquisition Manager, Argos

This case study takes a hands-on approach to leveraging your website to optimise your natural search engine rankings. We explore the following key areas:

On-site keyword management essentials
Internal link structure best practices
Website architecture and inbound link building

David Harding

Customer Acquisition Manager, Argos

Argos is the most visited online high street retailer in the UK and generated £900m of online sales in its last financial year, which represented 21% of total Argos sales.Dave Harding is the Online Customer Acquisition Manager for Argos.co.uk and has been with the Argos Multi-Channel/ecommerce team since Feb 2006.Dave’s current role involves developing Argos’ online customer acquisition strategy a [read more]

12:05 - Sponsorship Session – ForeSee Results

Larry Freed, President & CEO, ForeSee Results

When economic conditions are uncertain, the online channel becomes even more important as a research channel and a purchase channel. Do you understand what your online shoppers want and how it may have changed over the past year? It’s never been more critical to understand what your online shoppers think, and how their expectations and needs will influence their multi-channel purchase behaviour and long-term loyalty. Drawing on research among the leading UK online retailers and deep retail expertise in the US, Larry Freed will outline key strategies you can use to gain a competitive advantage that will position your company for growth in the months and years ahead.

Larry Freed

President & CEO, ForeSee Results

12:05 - Panel: Surviving In A Search Dominated, Low Margin e-Retailing World

Giles Delafeld, E-Commerce Director, Blacks Leisure Group
Roberto Hortal Munoz, Head of eBusiness, MORE TH>N
Justin Reid, Manager Online Marketing, VisitBritain

The cost of online marketing to drive demand is constantly rising whilst profit margins have tightened in the retail space. We need to be more creative and smarter to leverage our declining budgets by optimizing SEO and SEM for 2009 and beyond to not only cut cost but increase revenue.

Exploring the effects of digital content on natural search in a world where universal search is prevalent
Examining the tools and metrics needed to manage your search marketing spend
Evaluating the cost of paid and natural search in relation to your profit margins

Giles Delafeld

E-Commerce Director, Blacks Leisure Group

Blacks is going back to basics and are in the midst of executing a turnaround business plan.

Roberto Hortal Munoz

Head of eBusiness, MORE TH>N

Roberto feels aggregators have made the drive to find a better value attribution model to replace today's "last click takes all" more urgent.

Justin Reid

Manager Online Marketing, VisitBritain

VisitBritain's key focus is on customer excellence through advanced personalisation, integrated CRM and customer service efforts.

12:40 - Panel: Applying Offline Category Management Techniques To Present The Right Products To Your Online Customers

Jonathon Brown, Director of Multi-Channel, B&Q
James Poole, Marketing Director, OctopusTravel.com
Peter Timo Schaefer, Sr. Manager e-Commerce, Office Depot Europe B.V.
Helmut Kirchner, CEO, SalesRiver (formerly Cybertec)

The way you present your products on your website determines their success but, unlike the offline world, online retailers have not taken a strategic approach to visual merchandising and category management to select and present a relevant product range to our customers.

Exploring how offline category management works
Developing a category management for your multi-channel operation
Combining traditional category management insights with online analytics and tools to present the best combination of products to our customers

Jonathon Brown

Director of Multi-Channel, B&Q

B&Q is set to offer customers an online service to check stock levels and reserve items at all its stores this year.Jonathon joined B&Q as Director of Multi Channel in January 2007. His current accountabilities are to drive the companies Multi Channel strategy. These include the development of the digital offering through diy.com, the extension of our Home Delivery and Res [read more]

James Poole

Marketing Director, OctopusTravel.com

James has a background in primarily analytical and strategic roles. Previous experience includes positions with British Airways and BT Retail. As the Marketing Director, James now runs the direct brand business for OctopusTravel on a global basis. He has an MBA from Manchester Business School.

Peter Timo Schaefer

Sr. Manager e-Commerce, Office Depot Europe B.V.

Office Depot is one of the largest multi-channel retailers worldwide operating in 42 countries and revenue over $15 Billion. They creating an integrated e-commerce platform for the entire company worldwide.Peter-Timo Schäfer oversees as Head of European E-Commerce all E-Commerce activities of Viking Direct a brand of Office Depot. Office Depot, Inc. is a global supplier of office products and serv [read more]

Helmut Kirchner

CEO, SalesRiver (formerly Cybertec)

SalesRiver provides a guided selling tool which gives its clients greater control over customer behaviour in the critical decisional phase of the online sales process. This unique customer centric application is the brainchild of Helmut Kirchner, CEO of SalesRiver.Helmut possesses over 20 years expertise in artificial intelligence & guided selling. He spent over 10 years with Ansaldo, a world [read more]

13:15 - Lunch Break For All Attendees Inside The Solution Zone

Jim Clear

Multi-Channel Trading and Marketing Manager, Argos

Argos celebrated it's 35th birthday in 2008 and was the first UK retailer to implement an online Check & Reserve service.Jim Clear heads up Argos’ multi-channel marketing and trading team and has been with the Argos multi-channel/ecommerce team since 2003. Jim’s current role includes promoting its multi-channel offering via search and affiliate marketing, online advertising and email marketing [read more]

Philip Rooke

Former MD, SkinStore Europe

Philip Rooke is the former Managing Director of SkinStore Europe and former COO of SkinStore.com, a leading Skincare and Cosmetics e-retailer based in the US.Previously, he held positions as the Managing Director at eDiets UK; Director at Tesco.com; CEO at iVillage UK and Managing Director Carlton Online.He has been working on Internet businesses since 1995. Prior to entering the Internet business [read more]

Adri Kraa

Head of Shop Online, IKEA Ltd.

Selected as Head of Shop Online, Adri designed the complete e-operating model and successfully launched the online channel ahead of schedule in 2006. Today, leading the e-commercial and fulfilment operations, he drives the UK multi-channel stra [read more]

Steve Kramer

President & CTO, iCongo

As President and co-founder of iCongo, Inc., Steven Kramer has led the company in a continuous cycle of innovation and growth, enabling iCongo to become a leading provider of cross-channel retail e-commerce and business-to-business e-commerce systems. Under his guidance, iCongo has developed into a leader in next generation e-commerce systems. Steven is responsible for the long term product and te [read more]

14:15 - Drawing Upon The Strength Of Your Affiliate Marketing Partners

David Kelly, CEO, mydeco.com

mydeco is certainly the 2.0 version of a successful e-commerce business, marrying web 2.0 technologies with a huge consumer passion centre - the home. Their customer community is the lifeblood of the website in combination with the 800 retailers and 150 designers offering 5 million products for all budgets. Users are able to build virtual rooms using 3D models of real furniture, add their preferred décor and buy. The rooms form the content of a user’s profile and are shareable on Facebook and other social networking sites, alongside widgets and applications of other functionality which is turning customers into real affiliate marketing partners. David shares how mydeco is becoming a strategic, long-term affiliate marketing partner to the retailers it represents and how his strategy can make you money.

A firsthand account and how to use content and tools to develop your best affiliates into strategic partners
Assigning marketing value to affiliates and word-of-mouth communication
Exploring the role of affiliate consumers today and tomorrow

David Kelly

CEO, mydeco.com

Mydeco turns its customers into affiliate partners through their user profiles consisting out of 3D room designs which are shareable on Facebook and other social networking sites, alongside widgets.David was previously Vice President of European Business Operations at eBay Inc, where he lead a cross-functional team of over 2,000 people for four years. Prior to joining eBay, David was Chief Operati [read more]

14:50 - Retail Therapy in a Recession – Where have all my Online Customers Gone?

Tim Callan, Vice President SSL Product Marketing, VeriSign EMEA

Encouraging customers to remain loyal is hard enough at the best of times, in a recession even more so. This session will outline how building trust online is a vital for customer retention in undoubtedly a very difficult year and will examine why price alone is not the sole determinant of customer loyalty.

Tim Callan

Vice President SSL Product Marketing, VeriSign EMEA

Tim Callan is VP of Product Marketing for SSL in VeriSign’s Security Services group. As such, Mr. Callan ensures the effectiveness of customer outreach for all aspects of VeriSign's SSL business. His frequent engagement with customers, technologists, and industry insiders alike leaves him uniquely positioned to view and comment on the cutting edge of industry and technology trends with an eye to t [read more]

14:50 - Optimising Email Response Rates with Email Design

Senthuran Srinivasan, Account Director, EMEA, Yesmail

No session description available.

Senthuran Srinivasan

Account Director, EMEA, Yesmail

15:25 - Champagne Networking Break Inside The Solution Zone

Mike Tomlinson

Change Lead, ba.com Developments, British Airways

To better understand the online customer journey, BA has developed his own click path analysis, just as engagement mapping has become a hot issue in the industry.

16:00 - Improving The User Experience Through Onsite Search Analytics Think Tanks

Andrew Tse, MD, PurelyGadgets

Site search refinement (or faceted search) can greatly help rectify issues such as high exit rates and low selection rates by helping the customer more easily find the desired product they are looking for. This session focuses on how you can dramatically decrease your cost of acquisition by:

Improving the customer experience through faceted search
Measuring the ROI of site search refinement
Using your site search data to target the content of your email campaigns and fuel your PPC keyword selections

Andrew Tse

MD, PurelyGadgets

PurelyGadgets has offices in London and Hong Kong so they can protect product margins around the clock.

16:25 - Using Your Email Strategy To Drive Business To Your Site

Erick Barney, VP of Marketing, Motorcycle USA, Motorcycle Superstore

You might have a gut feeling in terms of when to send an email to your customer, but it's far better to know. Through this case study you learn the optimal quantity, quality and frequency of your email communications.

Focusing on the quality of your email, not the quantity through frequency capping
Sending timely, targeted follow up emails by deploying automated triggers
Testing to find the optimal send time of day to send your emails to a targeted group of customers
Email as a service versus a sales tool
Offering incentives to your customers to drive opt-in and Word of Mouth activity

Erick Barney

VP of Marketing, Motorcycle USA, Motorcycle Superstore

Erick has focused extensively on natural search, search attribution and affiliate coupon 'piggybacking' in 2008 and has may practical insights to share.Erick has focused extensively on natural search, search attribution and affiliate coupon 'piggybacking' in 2008 and has many practical insights to share.Now in his 9th year with Motorcycle Superstore, Erick has been onboard for most of the ride. He [read more]

16:25 - Translating Raw Customer Journey Data Into Gold Nuggets Of Personalisation

Depesh Mandalia, E-commerce Development Manager, Warner Leisure Hotels

As we gather information of our customer's journeys, there is the danger of losing true customer insights in the heaps of relevant data. You can use data mining as a key tool to analyse and cluster customer information into customer knowledge. This knowledge can then form the business case for new services and functionalities to improve the customer experience.

Applying data mining to extract customer knowledge from your data
Creating profiles and segments based on your customer knowledge to manage your customers’ lifetime value
Determining what depth of segmentation is most advantageous for your business
Using behavioural customer information as the basis for tailored offers, catalogues, services and products

Depesh Mandalia

E-commerce Development Manager, Warner Leisure Hotels

Warner Leisure Hotels offer thirteen historic properties across the UK.Depesh began his career as a developer before progressing into Project Management and diversifying into E-Commerce over the space of 10 years.At Warner Leisure Hotels he champions website technology and conversion initiatives including user-centric web design & development, usability, analytics, SEO and customer insight pro [read more]

17:00 - Panel: Applying Web Analytics For Increased Email Effectiveness

Erick Barney, VP of Marketing, Motorcycle USA, Motorcycle Superstore
Grant Baillie, Multi-Channel Customer Retention Manager, Argos

With email marketing proving to be more cost-effective than other areas of digital marketing, it isn't surprising companies are investing to go beyond the basic broadcast email. Marketers need to segment their customers and tie email activity to web analytics and customer insights to make communications as relevant as possible. The panelists give you the tools to do so.

Assessing the IT requirements for segmented email campaigns and using the technology you already have optimally
Getting started and progressively increasing the personalisation and targeted messaging of your email messages
Leveraging your dedicated landing pages
Keeping sight of your overall product retail strategy and avoiding over-segmentation

Erick Barney

VP of Marketing, Motorcycle USA, Motorcycle Superstore

Grant Baillie

Multi-Channel Customer Retention Manager, Argos

Argos’ Giant Jar viral campaign won three Precision Marketing awards.Grant Baillie heads up Argos’ multi-channel customer retention team and has been with the Argos multi-channel/ecommerce team since Feb 2006.Grant’s current role is a diverse one, looking after all existing customer marketing for the online channels, managing web analytics and maintaining Argos.co.uk’s Single Customer View databas [read more]

17:00 - Top 10 Lessons From 10 Years Of Experience As An European e-Commerce Pioneer

Carine Moitier, COO, Bivolino.com

Carine Moitier shares her top 10 lessons learned based on 10 years of experience as an European e-Commerce pioneer. As the co-founder and COO of Bivolino.com, an user-friendly and award-winning website and manufacturer of customized shirts, she has already survived the dot-com burst in 2000 to re-emerge stronger. Her concrete tips and tricks help you focus your business through hard times and identify innovative opportunities for growth illustrated by her experiences at Bivolino.com. Carine believes in tangible information sharing between e-commerce executives and will include insights in marketing budget optimization, SEO architecture and social media strategies and implementation challenges. Make her beliefs bottom-line truths by participating in this session.

Carine Moitier

COO, Bivolino.com

In a test of made-to-measure shirts, Which?, the consumer watchdog, found that Marks & Spencer’s £30 service was twice as good as a shirt from 40 Savile Row, using Bivolino.com’s pat [read more]

17:45 - Wrap-up By Chairperson And Speakers

No session description available.

17:50 - Conclusion

No session description available.







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eTail Day 1

Tuesday, June 9, 2009

Expand All [+]

Keys To Sustaining e-Retailing Growth

Greg Kelton Managing Director, Optimost EMEA

John Thompson SVP & GM BestBuy.com, Best Buy (USA)

Nile Younis Business Development Manager, GlobalCollect

John Thompson SVP & GM BestBuy.com, Best Buy (USA)

Julia Reynolds CEO, figleaves.com

Kieron Smith MD, The Book Depository

Steve Robinson CEO, M and M Direct

Martin Child Managing Director, Webloyalty

Koert Tulleners CEO, Freemans Grattan Holdings

Mike Altendorf Head of EMEA, EMC

Patti Freeman Evans VP, Research Director, Forrester Research

David Harding Customer Acquisition Manager, Argos

Larry Freed President & CEO, ForeSee Results

Giles Delafeld E-Commerce Director, Blacks Leisure Group

Roberto Hortal Munoz Head of eBusiness, MORE TH>N

Justin Reid Manager Online Marketing, VisitBritain

Jonathon Brown Director of Multi-Channel, B&Q

James Poole Marketing Director, OctopusTravel.com

Peter Timo Schaefer Sr. Manager e-Commerce, Office Depot Europe B.V.

Helmut Kirchner CEO, SalesRiver (formerly Cybertec)

Jim Clear Multi-Channel Trading and Marketing Manager, Argos

Philip Rooke Former MD, SkinStore Europe

Adri Kraa Head of Shop Online, IKEA Ltd.

Steve Kramer President & CTO, iCongo

David Kelly CEO, mydeco.com

Tim Callan Vice President SSL Product Marketing, VeriSign EMEA

Senthuran Srinivasan Account Director, EMEA, Yesmail

Mike Tomlinson Change Lead, ba.com Developments, British Airways

Andrew Tse MD, PurelyGadgets

Erick Barney VP of Marketing, Motorcycle USA, Motorcycle Superstore

Depesh Mandalia E-commerce Development Manager, Warner Leisure Hotels

Erick Barney VP of Marketing, Motorcycle USA, Motorcycle Superstore

Grant Baillie Multi-Channel Customer Retention Manager, Argos

Carine Moitier COO, Bivolino.com

Greg Kelton

Managing Director, Optimost EMEA

John Thompson

SVP & GM BestBuy.com, Best Buy (USA)

Nile Younis

Business Development Manager, GlobalCollect

John Thompson

SVP & GM BestBuy.com, Best Buy (USA)

Julia Reynolds

CEO, figleaves.com

Kieron Smith

MD, The Book Depository

Steve Robinson

CEO, M and M Direct

Martin Child

Managing Director, Webloyalty

Koert Tulleners

CEO, Freemans Grattan Holdings

Mike Altendorf

Head of EMEA, EMC

Patti Freeman Evans

VP, Research Director, Forrester Research

David Harding

Customer Acquisition Manager, Argos

Larry Freed

President & CEO, ForeSee Results

Giles Delafeld

E-Commerce Director, Blacks Leisure Group

Roberto Hortal Munoz

Head of eBusiness, MORE TH>N

Justin Reid

Manager Online Marketing, VisitBritain

Jonathon Brown

Director of Multi-Channel, B&Q

James Poole

Marketing Director, OctopusTravel.com

Peter Timo Schaefer

Sr. Manager e-Commerce, Office Depot Europe B.V.

Helmut Kirchner

CEO, SalesRiver (formerly Cybertec)

Jim Clear

Multi-Channel Trading and Marketing Manager, Argos

Philip Rooke

Former MD, SkinStore Europe

Adri Kraa

Head of Shop Online, IKEA Ltd.

Steve Kramer

President & CTO, iCongo

David Kelly

CEO, mydeco.com

Tim Callan

Vice President SSL Product Marketing, VeriSign EMEA

Senthuran Srinivasan

Account Director, EMEA, Yesmail

Mike Tomlinson

Change Lead, ba.com Developments, British Airways

Andrew Tse

MD, PurelyGadgets

Erick Barney

VP of Marketing, Motorcycle USA, Motorcycle Superstore

Depesh Mandalia

E-commerce Development Manager, Warner Leisure Hotels

Erick Barney

VP of Marketing, Motorcycle USA, Motorcycle Superstore

Grant Baillie

Multi-Channel Customer Retention Manager, Argos

Carine Moitier

COO, Bivolino.com