Welcome Address

Chairperson’s Opening Remarks

Craig W. Stevenson Global Multi-Channel Retail Solutions Leader IBM

Establishing An e-Commerce Structure That Can Support Your Global And Local e-Retailing Initiatives

Peter Cobb SVP & Co-founder eBags (USA)

The global reach of the Internet creates opportunities to expand the sales territories of your brand, yet there are many logistical issues behind such an operation. Almost all systems and procedures need to be adapted per country - including language, customer service, fulfilment and distribution. In this real-life case study we discuss how one retailer tackles the following expansion related challenges:

• Understanding the costs associated with international delivery or local distribution centres
• Overcoming key practical, technical and organisational hurdles to delivering your products and services to an international market:
• Efficient distribution, product return and fulfilment strategies - Platform development challenges
• Examining the various payment and alternative payment methods per market
• Taking different cultures, time zones, content and legislation into account
• Managing the import and export processes

Understanding Why

Geoff Galat VP, Marketing & Product Strategy Tealeaf Technology, Inc.

The results of a recently released consumer survey commissioned by Tealeaf, and conducted by Harris Interactive, reveals waves of consumer frustration with issues they are encountering when using ecommerce websites. For the third consecutive year, about nine out of 10 consumers conducting transactions online (86%) have experienced problems. The 2007 survey highlights online consumer intolerance, as 37% of those who have experienced problems when conducting online transactions have switched to a competitor or abandoned the transaction entirely, and another 43% who have experienced bad customer service from a company's contact center, following an online issue, have completely stopped doing business with the company.

With the right tools in place, you can capitalise on small changes that have a large revenue impact instead of throwing away advertising and marketing spend that might just be driving customers to your competitors.

Keynote Panel Expanding Your Horizons: Becoming An International Retail Player

	Peter Cobb SVP & Co-Founder eBags (USA)
	Michel Lieffering MD Conrad Electronic Benelux BV (NLD)
	Ulric Jerome MD France & Northern Europe Pixmania.com (FR)
	Carl-Olav Scheible Managing Director PayPal UK

Leveraging your retail presence on a global level is top of mind with retailers in every aspect of the industry. We identify the prerequisites of operating in foreign markets, merchandising your site for international consumers offering localised content and translating your business model for foreign expansion. Position yourself to reap the benefits of going global by attending this session.

• Deciphering the international marketplace to understand what your potential revenues may be based on your products and demographics
• Examining the challenges around various payment and alternative payment methods per market
• Applying innovative e-business strategies to help you extend your brand over the Internet
• Becoming a global player versus a national one

Tesco.com’s Current And Future Roadmap Including The Top 10 Drivers Of Success

Nick Lansley Head of R&D Tesco.com (UK)

Tesco has a presence in 12 countries and is the world’s biggest multichannel food retailer. The company has rapidly capitalised on its strong brand by moving into a wide diversity of product and service categories. Nick discusses how to earn your customer’s lifetime loyalty, the unique elements of providing groceries online and he shares his top ten drivers of e-commerce success.

Ten Keys To Successful Retail Email Marketing

Paul Bates UK Managing Director StrongMail

As the email channel has matured, technology and best practices have emerged to optimise the inbox experience. In addition, message deliverability, mobile email marketing, and monetising service-based email have become trends worthy of resource investment. Using the experience of large-scale email marketers, this session breaks down the ten strategies that should be implemented to improve your email marketing.

TRACK A – WEB 2.0/EMERGING TECHNOLOGIES

Chairperson’s Remarks

Adam Michelson Director of eCommerce Optaros

Panel e-Tailing Innovations

	Marko Balabanovic lastminute.com innovations lab manager lastminute.com (UK)
	Miriam Lahage CEO Koodos Ltd. (UK)
	Ben Freeborn Business Development Manager Interflora (UK)
	Nick Lansley Head of R&D Tesco.com (UK)
	Edward P. Foy, Jr. Co-Founder and CEO eFashionSolutions

An assessment of the most current e-commerce innovations. When is the time right for these new channels and technologies? What are the challenges and incentives to deploy them?

• Distribution platforms and (social) marketplaces of the future such as mobile, virtual worlds and IPTV
• Desktop marketing and e-tailing tools such as widgets, tagging, video, RSS feeds, etc.
• Cutting-edge web 2.0 applications such as Ajax to drive interactive and engaging content

Driving The Right Kind Of Traffic To Your Site Through Word Of Mouth Marketing

Simon Daniel CEO and Founder MoixaEnergy.com (UK) & USBCELL.com

Moixa Energy globally launched USBCELL, a new and greener category of rechargeable batteries, via the web in the last quarter of 2006. Within one week they moved from zero to 1.5 million Google links, proving that the ‘Blogosphere’ functions as an excellent resonator for innovation and event triggered marketing as well as an effective method to rapidly roll-out a product internationally and across multiple channels. The product now has visibility in over 150 countries, international multi-channel distribution and is stocked by leading electronics and high street stores. Simon Daniel explains how to leverage the web and blogosphere to pioneer an innovative product.

• Successfully taking your product to market at the right time with a minimal marketing budget
• Leveraging new technologies to drive web traffic and obtain the highest search engine rankings
• Effectively capitalising on user generated content to instantly create a global brand with high visibility and international multichannel distribution
• Using the web for distributor sourcing, customer debate and feedback into R&D and product roadmaps
• Examining the challenges ahead for the future of search marketing and idea dissemination

The 5th “P” in online marketing – Payments

Marianne Salmans Business Development Manager GlobalCollect

How does a smooth online payment process minimise shopping cart abandonment? In a non-physical checkout process, the moment of payment can serve as the defining step for both merchant and customer. We examine how to integrate your payment strategy with your marketing and we identify the unique selling aspects of online retailing. Examples illustrate how fellow retailers are actively using payment strategies on the web to attract visitors to their sites and make successful sales. Don’t overlook your fifth marketing "P"; the one that stands for Payments!

Community, Content And Create Your Own; Experiential eTailing At DK Online

Georgina Atwell Head of DK Online DK Eyewitness Travel Guides (UK)

Approximately 75% of travellers buy travel guides but only consume around 20% of them, thus carting around 80% of a wasted publication. DK launched its new travel site February ’07 which can be described as a ‘MySpace site for the travel community’; it integrates guidebook content with user-generated reviews and lets you build and print your own travel guide. Georgina shares how the sites takes integrated functionality, community and personalisation to the next level.

M-Commerce: Enabling You To Offer Your Customers Targeted Communications, Any Place, Any Time

Erick Barnes VP of Marketing, Motorcycle USA Motorcycle Superstore

The presentation chronicles Erick’s experience with outsourcing an email marketing solution. He’ll take you through their strategy known as C.A.N.I. (constant and never-ending improvement), and their continual efforts to maximize the effectiveness of the email channel. First Erick explains the KPI metrics they use to gauge the effects of ongoing strategy refinements, send frequency, send day of week, send time of day, subject line, list segmentation, merchandising and more. He’ll finish this presentation with several tangible discoveries and offer a look at what’s to come in Motorcycle Superstore’s near future:

• Maximizing the effectiveness of the email channel
  
• Gauging the effects of ongoing strategy refinements
  
• Actionable tactics for future growth in the email channel including oneto- one
• Merchandising and time-zone segmenting

Panel Experiential Online Retailing: Creating ‘Fun’ Online Shopping Experiences For Today’s Consumers

	Hans Ohlsson SVP Marketing & eCommerce Redcats Nordic (SWE)
	Gina Deeble Head of Interactive Media QVC (UK)
	Georgina Atwell Online Director DK & Rough Guide Travel Guides (UK)

How can you create a “fun” online shopping experience; a discovery process for your customers, where they can truly immerse themselves into your retail experience? Today’s panellists share how they engage their customers and drive loyalty by translating the shopping experience online through interactive concepts.

• Technologies of today and tomorrow that provide an experiential online experience
• Assessing the challenges and platform requirements of using web 2.0 tools in a scalable way
• Creating an online discovery process to keep your customers engaged and smitten with your brand

Panel: Current And Future Drivers Of e-Retailing In Europe

	Andrew McClelland Director of Projects and Marketing IMRG
	François Momboisse Directeur Développement Internet International fnac.com & Président, FEVAD (FR)
	Martin Gross-Albenhausen Editor-in-Chief Der Versandhausberater (GER)

Representatives of leading e-Retailing associations in Europe offer their perspective on the current and future drivers of e-Retailing throughout Europe’s leading markets including a legislative outlook.

Invitation-Only Executive Workshop, Including Lunch

Panel: Engaging In ‘Brand Conversations’ With Today’s Consumers Through Integrated, Multi-Channel Campaigns

	Julien Shirley Group e-Commerce Director Mosaic Fashions (UK)
	Jonathon Brown Director of Multi-Channel B&Q (UK)
	Alison Lancaster Marketing Director Charles Tyrwhitt (UK)
	Jason Mink President COGNITION

Web 2.0 can offer exciting opportunities for retailers to add depth to the online brand experience. With bandwidth no longer being an issue, you can now use richer images and interactive formats to offer excellent user experiences to your customers online. It is time for you to take advantage of the range of technologies enabling you to do so. We discuss new media tools such as e-catalogues, mobile WAP content, live video feeds, widgets, blogs, emails and online communities to offer branded experiential content that will help you convey your brand message to your customers.

• Assessing the positive and negative implications of social media in a retail environment
• Sorting through the Web 2.0 technologies to identify those who offer the best ROI for a retailer
• Considering the Implications of social media for your IT infrastructure

Retailer Strategies To Improve Online Satisfaction, Purchase, Retention And Loyalty

Eric Head Director of Business Development ForeSee Results

The greatest untapped resource for most online retailers is measuring and managing online shopper satisfaction. When online shoppers are satisfied, they purchase more (both online and offline), return to the site and recommend the website to others. Larry Freed will present a proven, scientific approach to measuring customer satisfaction with the online shopping experience that links satisfaction to purchase intent and loyalty. Drawing on research among the top 30 online retailers in the UK and deep experience measuring online retail satisfaction in the US, Larry will discuss successful retailer strategies including customer reviews, free delivery and search marketing from the customers’ perspective.

Brand Building In A Dizzying Digital World

Vincent Potier Managing Director Vonage (UK)

In this wired world, three disciplines are converging to create the digital brand experience to connect you with your customers: brand, technology and usability. These three elements are crucial to your customer’s trust in the products and services you provide. It is essential you create a compelling digital brand strategy, placing improved buyer experience on centre stage to ultimately achieve a positive impact on the bottom line. Vincent demonstrates some of Vonage’s innovations to drive customer engagement and satisfaction.

• Creating visual and interactive experiences for your consumers
• Acquiring customers through your digital marketing efforts
• Using your customer advocates to provide a communal voice on your site
• Enhancing your overall buying experience with increased speed to checkout and streamlining your selling experience

From Turtle To Hare: Turning An 85-Year-Old Catalogue Retailer Into A Dynamic e-Tailer

Michel Lieffering MD Conrad Electronic Benelux BV (NLD)

Conrad Electronics has 14,3 Million customers within Europe, an assortment of 100,000 products and ships 110 Million products per year. But when Michel Lieffering took over the reign at Conrad Benelux he realised the company wouldn’t reach its full potential by continuing to sell as a traditional catalogue retailer. He embarked on an effort to embrace e-commerce resulting in a 40% revenue increased achieved with half of his original staff. Today, web orders make up over 91% of total order, up from 30% in 2003.

• Breathing life into your e-commerce strategy; creating a topdown implementation strategy and obtaining internal support
• Creating a website to match your customers’ needs and requirements on a per country basis
• Tactics to transfer your customers to the online channel
• Effectively integrating your on- and offline marketing channels to drive conversion rates

eTail Party For All Attendees Inside The Solution Zone

Join your colleagues for a drink and a bite after a long day of learning – the eTail Party is an excellent opportunity to network in a relaxed, social setting with your industry peers.