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 No session description available.

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

9:20 - Introducing Real-Time Banking Types of paymentmethods differ per country SWOT of each payment method Alternative payment methods: real-timebanking

9:55 - Panel: Keys To Continued Growth In Today's Business Climate Steve Robinson, CEO, M and M Direct 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 Steve Robinson CEO, M and M Direct 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 General Merchandise. In 2001, after six years at Kingfisher, he joined catalogue and retail outlet Argos as Finance Director. In 2005 Steve joined Tesco to front their Tesco Direct business. As CEO he t [read more]

10:30 - Coffee, Refreshments & Networking Sponsored by EMC

TRACK A – Multi-Channel & Merchandising Integration No session description available. TRACK B – Search & Analytics Summit No session description available.

11:20 - Chairperson's Remarks No session description available. 11:20 - Chairperson's Remarks No session description available.

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 research [read more] 11:30 - Leveraging The Power Of Your Website To Drive SEO 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

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

12:40 - Panel: Applying Offline Category Management Techniques To Present The Right Products To Your Online Customers Jonathon Brown, Head of JohnLewis.com, John Lewis Direct 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 Head of JohnLewis.com, John Lewis Direct Jonathon joined John Lewis in November 2009 as their head of Online. Previously, he spent three years as Director of Multi-Channel at DIY titan B&Q where he drove the company’s multi-channel strategy. He developed B&Q’s digital offering through diy.com and through the extension of Home Delivery and Reserve & Collect propositions to ensure customers can get the right products at the rig [read more] 12:40 - Kick-off Of Interactive Retail Think Tanks (First Roundtable) Each table is moderated by a Retailer and a technical expert. The benefit is getting a behind-the-scenes, off-the-record account of what’s actually going on at your colleagues’ e-commerce shops. Each table discussion will last approx. 25 minutes followed by a group wrap-up. Visit www.etaileurope.com for updates on Retail moderators.  Table 1: Using Your Website Real Estate To Earn Incremental Revenue - Michelle Hocking, Business Development director, Webloyalty, Rob Levy, MD, Electric Shopping & Kevin Milnes, Head of eCommerce, National Express Table 2: Optimising Email Response Rates with Email Design - Senthuran Srinivasan, Account Director, EMEA, Yesmail Table 3: How Companies Can Monetize and Generate Incremental Revenue From their Websites Beyone e-Commerce Sales - Gary McQuarrie, Sales Director - Europe, Adaptive Affinity & Bruce Douglas, SVP, Adaptive Marketing Table 4: Improving The User Experience Through Site Search Analytics

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

14:15 - Panel: Keeping Your Cross-Channel Customers Content By Offering Sales Channel Freedom Jim Clear, Multi-Channel Trading and Marketing Manager, Argos Direct Philip Rooke, VP and Managing Director, Spreadshirt Group The Internet has become just one of many channels that consumers weave in and out of on a daily basis. But many multi-channel retailers still fail to provide customer experiences that seamlessly transition between channels. We discuss how to rectify this as quickly as possible.  Assessing how satisfied your customers are with the customer experience in various channels Establishing an integrated cross-channel culture through employee incentive structures Connecting the inventory of the entire multi-channel operation to satisfy customer demand, regardless of specific store or warehouse location Implementing multi-channel and interactive elements into physical store environments Jim Clear Multi-Channel Trading and Marketing Manager, Argos Direct 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, social media and email marketing as well as improving conversion and sales once customers reach the Argos website. Argos is the most visited on [read more] Philip Rooke VP and Managing Director, Spreadshirt Group Group Philip Rooke is the VP and Managing Director, Shop Partner and Direct to Customer business units for Spreadshirt Group. Philip is an expert in marketing and new media with experience coming from market-leading ecommerce retailer Skinstore, the world’s third largest grocery retailer Tesco, the UK’s leading site for women iVillage and the online division of Carlton Communications (now ITV1). 14:15 - Drawing Upon The Strength Of Your Affiliate Marketing Partners 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

14:50 - Retail Therapy in a Recession – Where have all my Online Customers Gone? Tim Callan, Vice President of Product Marketing, VeriSign 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 of Product Marketing, VeriSign 14:50 - Optimising Email Response Rates with Email Design No session description available.

15:25 - Champagne Networking Break Inside The Solution Zone Sponsored by Adaptive Affinity

16:00 - Multivariable Testing And Persona Targeting To Power Your Website Improvement Efforts Frequent testing and tweaking your website is one of the most effective ways to improve site conversion rates. Learn how multivariable testing and persona targeting take the guess work out of site design.  Implementing an extensive A/B and multivariate testing model Deploying persona targeting to create engaging online customer experiences Interpreting test results and determining the highest priorities for site re-designs Maximising merchandising promotions and conversions to drive the bottom line based on your usability testing efforts Calculating realistic returns on site re-designs 16:00 - Improving The User Experience Through Onsite Search Analytics Think Tanks 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

16:25 - Using Your Email Strategy To Drive Business To Your Site 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 16:25 - Translating Raw Customer Journey Data Into Gold Nuggets Of Personalisation 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

17:00 - Panel: Applying Web Analytics For Increased Email Effectiveness 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 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 As an internet entrepreneur, Carine Moitier likes to share her expertise and advise with people and companies who consider e-commerce to be the crucial factor for successful future businesses. Carine shifted from traditional Fast Moving Consumer Goods Marketing (Nivea, Tropicana) into the Internet hype end nineties as Bivolino.com ‘s Co-Founder. Survivor of the 2000 crash, she actually intensively [read more]

17:45 - Wrap-up By Chairperson And Speakers No session description available.

17:50 - Conclusion No session description available.