8.00 Networking Breakfast & Conference Registration Networking Breakfast & Conference Registration

8:50 Chairperson's Opening Remarks Chairperson's Opening Remarks

9:00 OPENING PRESENTATIONS &PANEL: OPENING PRESENTATIONS & PANEL: Understanding How The 2012 And 2013 Consumer Will Be Interacting Across Channels To Enhance Customer Centricity And Increase ConversionThe retail customer has changed and changed at pace... You have to run very fast just to keep up and the complexity of what makes a great shopping experience keeps increasing. The following presentations and panel debate will outline the state of the changing retail market, highlight the emerging measures of success and give some real life examples of how to win (and learn) in the retail world. This session will cover: Ensuring you are tracking and measuring the right data, amidst all of the noise coming through Customers want to shop wherever and whenever they want- Using this data to determine how customers are interacting across mobile, social, display, email and the web to drive incremental sales Feeding this knowledge back into systems, processes, programs, policies, initiatives and procedures to have one end in mind: to strengthen your focus on the customer experience Getting to grips with the way customers will interact with retailers in 2013 and what you can do to prepare for this moving forward

9:00 Case Study #1: Jonathon Brown, Head of Online, John Lewis Case Study #1: Jonathon Brown Head of Online, John Lewis Jonathon joined John Lewis in October 2009 to drive forward the johnlewis.com business plan. He is accountable for the online P&L and drives the online strategy, marketing and fulfilment of the thriving online business. He is also key in driving the integration of the site into the rest of the companies operations and ensuring John Lewis maintains its position as a leading multi ch [read more]

9:15 Case Study #2: Don Nisbet, Head of Customer & Market Insight, Argos No session description available. Don Nisbet Head of Customer & Market Insight, Argos Don Nisbet has an insight professional with a strong track record of delivering insight that results in increased customer satisfaction, sales and profit. Passionate about putting the customer at the heart of business strategy with experience of bringing about this change in a major UK retailer He is a key thought leader in the business with first class influencing skills. Don has a unique blend o [read more]

9.30 Case Study #3: Chris Vezey, Sales Director, Sitecore UK 9:30 Case Study #2: Chris Vezey Sales Director, Sitecore UK Working for Lotus Development/IBM for thirteen years, Chris held a number of senior sales and marketing positions including UK Technical Sales Manager, Country Sales Manager (Scotland) and European Product Marketing Manager.Following an extended sabbatical which found Chris teaching English in a Venezuelan mountain town, Chris returned to the UK and joined Sitecore as Business Development Manager. [read more]

9:45 Panel Discussion With All 3 Speakers Don Nisbet, Head of Customer & Market Insight, Argos Jonathon Brown, Head of Online, John Lewis Chris Vezey, Sales Director, Sitecore UK Panel Discussion With All 3 Speakers Don Nisbet Head of Customer & Market Insight, Argos Don Nisbet has an insight professional with a strong track record of delivering insight that results in increased customer satisfaction, sales and profit. Passionate about putting the customer at the heart of business strategy with experience of bringing about this change in a major UK retailer He is a key thought leader in the business with first class influencing skills. Don has a unique blend o [read more] Jonathon Brown Head of Online, John Lewis Jonathon joined John Lewis in October 2009 to drive forward the johnlewis.com business plan. He is accountable for the online P&L and drives the online strategy, marketing and fulfilment of the thriving online business. He is also key in driving the integration of the site into the rest of the companies operations and ensuring John Lewis maintains its position as a leading multi ch [read more] Chris Vezey Sales Director, Sitecore UK Working for Lotus Development/IBM for thirteen years, Chris held a number of senior sales and marketing positions including UK Technical Sales Manager, Country Sales Manager (Scotland) and European Product Marketing Manager.Following an extended sabbatical which found Chris teaching English in a Venezuelan mountain town, Chris returned to the UK and joined Sitecore as Business Development Manager. [read more]

10:05 Setting Up An Organisation To Manage Your Social Strategy Ulric Jerome, Executive Director, Pixmania.com Assessing Key Stakeholders, Corporate Structure And Policies That Should Be Employed To Most Effectively Use Social Media We are really at the beginning of how to explore social media. So the biggest question needs to be answered first. In 5 years time, what will social media departments look like in house? Is it going to be a distinct department like Autometer and Forrester project? Or will it be a function that most people in marketing are expected to do, like email? Attend this session to find out: Evaluating the objective of social media to find out what to do with social and what social means for your organisation Determining to set up a social strategy for your organisation, who is in those initial meetings and what that involves Conducting a cost benefit analysis to compare managing your social strategy in-house v outsourcing to an agency Discovering who is responsible for social in-house and how marketing/ customer service fits into this Ulric Jerome Executive Director, Pixmania.com Ulric is the Executive Director of Pixmania.com.com and is also in charge of launching New Business Lines for the company. In May 2002, Ulric joined Pixmania.com as Managing Director of Northern Europe and launched the operations of Pixmania.com in the UK, Sweden, Denmark, Finland and Norway. In 2004 Ulric also became Managing Director of the French operations of Pixmania.com and Pixmania-pro.com. [read more]

10:30 Global Collect Keynote Presentation Nile Younis, Sales Manager- Business Development EMEA, Global Collect Global Collect Keynote Presentation Nile Younis Sales Manager- Business Development EMEA, Global Collect

11:00 Morning Networking Break Morning Networking Break

11:30 PANEL: Maximize The Potential Of Social Media To Build A More Engaging And Empathetic Customer Experience David Hathiramani, Co- Founder, Asuitthatfits.com Joanna Robb, Head of MultiChannel Development & Strategy, B&Q John Tomlinson, Head of Communications , Colbenson Using Social Media To Build Customer Insight And Engagement To Drive Conversion, Increase Loyalty & Help Customers Connect Creating an authentic social media presence by leveraging the value of public and private customer communication Implementing a program to train your employees on how to engage in social media Discovering how to integrate social into existing channels; CRM, mobile, email Use social media data to build customer insight and predict future demand and issues David Hathiramani Co- Founder, Asuitthatfits.com Prior to starting A Suit That Fits, David graduated from Imperial College London, in Computing. He then joined his brother in starting up a recruitment company in Cambridge. David left to pursue his interest in systems and software, working in IT for  a leading recruitment company and quickly graduating to becoming IT manager. In 2006, David met up with old school friend Warren and together they r [read more] Joanna Robb Head of MultiChannel Development & Strategy, B&Q John Tomlinson Head of Communications , Colbenson Head of communications at Colbenson, John is an economics graduate from Leeds, now living in Madrid.He previously worked for Virgin Atlantic Airways in the UK and US, working in training and change management. More recently he worked for the FCO in Spain as British Vice-Consul and latterly as change manager. He also works as a freelance professional writer.

12:10 Bazaarvoice Case Study Jonathan Wolf, Director of Product Strategy, Bazaarvoice Jonathan Wolf Director of Product Strategy, Bazaarvoice As the Director of Product Strategy at Bazaarvoice for the last 5 years, Jonathan has witnessed the social successes and struggles for 1000 brands worldwide and the idea of “social for social’s sake” makes him cringe. Jonathan is currently responsible for predicting the future of the European social landscape and ensuring that the Bazaarvoice platform continues to evolve to enable help its clients [read more]

12:30 CASE STUDY: Implementing An Effective Social Media Campaign To Drive Incremental Sales James Simpson, General Manager, e-Channels UK and Ireland, 3M Communicating & Reaching Consumers In New Ways That Deliver A Measurable ROI And Maintain A Consistent Brand Message Across All Channels At 3M, user-generated content lives at the core of their shopper engagement strategy, fully integrated with social media campaigns, mobile campaigns, digital coupons, and on-line search and display ads. This consumer content improves digital merchandising and sales conversion for 3M brands at key retailers, and the company continues to expand these capabilities in several countries, globally. Beyond sales, customer opinions and stories fuel 3M's product innovation, which is key to their company objective of driving profitable growth. The authentic reviews that 3M brands like Postit &, Scotch&, Command&, Scotch-Brite&, ACE&a, Futuro&, and Filtrete& collect keep marketers and lab researchers close to their consumers, and empower them with valuable insights in developing what's next for the brand. You'll see how 3M brands use Customer Intelligence to drive innovation across the business, and creatively leverage user reviews to remain one step ahead of the competition. James Simpson General Manager, e-Channels UK and Ireland, 3M With more than 15 years’ sales and marketing experience, James has spent the majority of his career within the digital arena. Having gained a BSc (Hons) in Management Studies from Surrey University he joined the M&S graduate training scheme in 1994, managing several stores over a four year period. He then moved to Head Office as a commercial buyer working for several business group [read more]

12.55 COMMERCE PANEL: Creating The Most Amount Of Buzz In Facebook That Will Lead To Customer Engagement Bastiaan Ellen, Director of Social Media, Expedia.com Niall O'Malley, Social Media Manager, Edf Energy Pinny Gniwisch, Founder, Ice.com With over 800 million users, Facebook holds a lot of potential for retailers. But how do you leverage that to create buzz for your brand and generate incremental sales? Facebook is clearly creating awareness and helping brands to interact with consumers, but how do you turn those customers and fans into customers? In this session, Hotels.com, Ice.com & EDF Energy will discuss Facebook talking about how they created buzz on Facebook. How did they leverage their Facebook fan page for customer interaction? What are key tactics they used to create social sentiment? Was their campaign successful? What was their target? Did they reach their target? Did they generate new customers? If yes, how many repeat customers are coming back? Be part of this session to see how you can implement an effective Facebook strategy immediately after the conference... Bastiaan Ellen Director of Social Media, Expedia.com Entrepreneurial and international senior marketer with extensive experience in consumer and business markets. Leadership responsibility spanning all marketing disciplines, with a specialism in digital marketing. Track record of consistently beating revenue and growth targets. Highly effective at managing relationships with a broad spectrum of internal and external teams, enabling high levels of gr [read more] Niall O'Malley Social Media Manager, Edf Energy Pinny Gniwisch Founder, Ice.com Pinny is recognized globally as a great thinker and expert in social media, online marketing and merchandising, and is widely sought after as a speaker on ecommerce and online branding with his warm and engaging speaking style. Under Pinny’s leadership as a founder and the EVP of Business Development, Ice.com revolutionized the way consumers bought jewelry, and the notion of modern e-commerce. As [read more]

1:15 Lunch Lunch

Track A: Traffic Optimisation Drive More Traffic T...Track B: Site Modernisation Upgrading Your eCommer... 2:30 Protect And Promote Your Website Track A: Traffic Optimisation Drive More Traffic To Your Site Though The Very Latest In Retargeting And New Marketing Tactics Marie Alexander, Senior Vice President Enterprise Products, Neustar Your website is your most valued asset. It provides a window on your company and products, a virtual store front, an educational tool and a key vehicle to interact with your customers and prospects.Your website however must be protected against attacks and fraudulent activities which are increasingly on the rise, once your website is secure, then make sure you are utilising it to increase and maximize your revenue. Learn how to: Protect and mitigate against forms of online attack, such as DDos Utilise location based information to limit card not present fraud Drive traffic to your site using audience targeted ads, barcodes, mobile and personalised domains Organise content based on your web visitors location Marie Alexander Senior Vice President Enterprise Products, Neustar 2:30 Beyond Segmentation: Creating A Personalised eCommerce Experience That Adapts To The Individual & Understands What They Are Truly Looking For Track B: Site Modernisation Upgrading Your eCommerce Site To More Effectively Communicate With The 2012 Consumer Session Description To Be Confirmed

Track A: Traffic Optimisation Drive More Traffic ... Track B: Site Modernisation Upgrading Your... 3:00 Retargeting: Are You Paying Twice For The Same Customer? Using The Online Attribution Model To Effectively Measure And Deliver Incremental Sales Track A: Traffic Optimisation Drive More Traffic To Your Site Though The Very Latest In Retargeting And New Marketing Tactics Chris Howard, Head of Online Marketing, Play.com Understanding the value each marketing channel drives for your business is the goal for any performance-orientated marketer. With an ever-expanding range of customer touchpoints to evaluate, reaching that goal is harder in 2012 than it has ever been before. In this session, Play.com’s Head of Online Marketing Chris Howard will identify some of the major hurdles to understanding the value each channel adds to your business, as well as drawing on his own experience to give practical examples of how you can develop an attribution model to drive intelligent decisions about the right marketing channel mix for you. Chris Howard Head of Online Marketing, Play.com Chris is spearheading the innovative Online Marketing strategy at leading ecommerce site Play.com. A former digital marketing leader for eBay's European businesses, Chris has a wealth of marketing and communications experience. 3:00 Re-platforming To Adopt The Latest Back End Architecture To Improve Latency, Inventory Management &Simplicity Of Your Site Track B: Site Modernisation Upgrading Your eCommerce Site To More Effectively Communicate With The 2012 Consumer Jared Blank, VP eCommerce, Tommy Hilfiger Over three quarters of retailers expect to increase their eCommerce technology spend in 2012 to strengthen their infrastructure and integrate their e-commerce platforms more effectively with other information systems. Re-platforming is of course a huge ordeal, but something that is required if you want to keep up with the ever evolving IT landscape. Tommy Hilfiger in the US has just implemented a massive overhaul of their back end architecture to improve the speed of their site, work more closely with stores to accurately track and record inventory and make for a better user experience. Attend this session to discover how they did it and what lessons they learned. Jared Blank VP eCommerce, Tommy Hilfiger Jared Blank oversees the U.S. online retail business for Tommy Hilfiger. He re-joined the company in 2009, after launching Tripmela.com, a website focusing on deals for travel in India. Prior to joining Tommy Hilfiger as the Senior Director of E-Commerce Marketing in 2004, he was the Senior Travel Analyst at Jupiter Research. Previously, he was a senior consultant at Deloitte Consulting, focusing [read more]

Track A: Traffic Optimisation Drive More Traffic T...Track B: Site Modernisation Upgrading Your eComme... 3.30 Engaging Customers In A Content Driven Marketing Strategy To Create Added Value, Drive More Traffic & Increase Conversion Track A: Traffic Optimisation Drive More Traffic To Your Site Though The Very Latest In Retargeting And New Marketing Tactics Rob Jones, Head of eCommerce & Marketing, Astley Clarke Content is becoming increasingly important in a world where information is accessible everywhere. Grabbing a larger audience share and adding value to your customer’s lives is a must for any company, even more so for a growing online business such as Astley Clarke. In this session you’ll learn how Astley Clarke is changing its site and content to become an authority on gemstones and jewellery and improving traffic from natural search and providing engaging, informative and useful information for its customers.You will also learn how to leverage your content across mediums including the site, Youtube, Facebook, Twitter and other social media platforms. Astley Clarke will present what they did, tested and what they are up to next. Learn how to improve SEO and inbound traffic using content Learn how to get started and steps to take first Learn how to leverage and improve your content and its presentation across your site and Social Media Learn how to measure the success of your content strategy Rob Jones Head of eCommerce & Marketing, Astley Clarke Rob Jones is currently Head of Ecommerce for Astley Clarke, the award-winning online luxury jeweller. With prior experience gained in setting up and running Harvey Nichols' eCommerce operations for 8 years, a total of 15 years in retail and two years of a Masters in Internet Retailing under his belt, Rob has gained a unique background in eCommerce. Rob has recently launched a US version of the Ast [read more] 3.30 The Future Of The Web: Getting Businesses Ready For The Web Of Tomorrow With A Customer Data Centric Strategy Track B: Site Modernisation Upgrading Your eCommerce Site To More Effectively Communicate With The 2012 Consumer Graham Cooke, Managing Director and Founder , , QUBIT Over the last 10 years the web has changed immeasurably. However, the next decade is set to eclipse this with the evolution of a personalised web built around an in-depth understanding of our customers. Putting data at the centre of this new web is how businesses will ultimately win and as data specialists, we are excited! It is now 1000x cheaper to store and process data and we are set to produce 800% more customer data in the next 5 years; which presents significant opportunities for businesses. However, be warned - much of this data is unstructured, is siloed and lacks illumination. Attend this session to hear insights from QuBit and some of their clients who have started to build a customer centric strategy with a single view of their customer.Key takeaways: Gain a better understanding of the importance of data in building a customer centric strategy and what metrics you need to build a future proof business Find out what are the five things that a business can start doing today to get ready for tomorrow’s personalised world Understand how other businesses are tackling their data and using it to build marketing and website optimisation strategies Be dazzled with all the latest facts and figures in this space and help build a business case internally for change Graham Cooke Managing Director and Founder , , QUBIT

4:00 Afternoon Refreshments Afternoon Refreshments

4:30 Interactive Rotating Roundtable Discussions Matthew Finch, Head of Sales, Warner Leisure Hotels John Tomlinson, Head of Communications , Colbenson Rachel Halpern, Senior Marketing Project Manager, Swiss Post Nick Fuller, Director of Planning & Development , e-Dialog Hari Saini, Director Client Success, StrongMail Jon Baron, CRO and Co- Founder, TagMan Table #1: Webtrends Case Study Speaker to be named, Webtrends     Table #2: Making The Online Experience More Personal: Bringing Empathy To Site Search How Can We Make eCommerce A More Human And Engaging Experience For Our Customers So That They Buy More, Visit More Often And Recommend More? John Tomlinson, Head of Communications, Colbenson     Table #3: Sharing Best Practices On Using International Expansion Opportunities What Research Has Been Done Into This Area? Where Are The Key Growth Areas? What Are The Key Challenges? Rachel Halpern, Senior Marketing Project Manager,Swiss Post     Table #4: Using KPIs and Analytics To Enhance CRM How Do You Use Web Analytics, Email Behaviour And Booking Trends To Better Understand Customer Buying Preference? Matthew Finch, Head of Sales & Marketing,     Table #5: Unraveling The Mysteries Of Cross Channel Engagement Hari Saini, Director of Client Success, StrongMail  Table #6: Best Route To The Checkout- How Email Has Evolved And Continues To Deliver For Retailer In A Multi-Channel World  How Does Email Effectively Work Alongside Other Channels, Both Digital And Offline, To Increase Commerce Opportunities In The Retail Sector?  Nick Fuller, Director of Planning and Development, e-Dialog      Table #7: Beyond Last Click: Understanding Your Customer’s Complete Journey To Sale The Way Your Customers Find And Use Your Digital Entities Is Constantly Changing, And Will Continue To, As The Digital Industry Evolves And Grows. So How Do You Know What's Working And Which Channels To Invest In?  Jon Baron, CRO/ Co-Founder, TagMan Matthew Finch Head of Sales, Warner Leisure Hotels Mat Finch re-joined Warner Leisure Hotels in December 2010, following 3 years working at Dell and Google. Mat has taken the role as Head of Sales for the hotel chain. At Dell, Mat was promoted to the role of Head of Retail Marketing for EMEA in February 2010, after successfully holding the responsibility of Head of Marketing for UK & Ireland since May 2008. He was responsible for d [read more] John Tomlinson Head of Communications , Colbenson Head of communications at Colbenson, John is an economics graduate from Leeds, now living in Madrid.He previously worked for Virgin Atlantic Airways in the UK and US, working in training and change management. More recently he worked for the FCO in Spain as British Vice-Consul and latterly as change manager. He also works as a freelance professional writer. Rachel Halpern Senior Marketing Project Manager, Swiss Post Rachel Halpern is an expert in strategic marketing, market research and market and competitive intelligence. She has been working at Swiss Post in Switzerland for the past 8 years. Rachel has moderated international and interdisciplinary group discussions and workshops before. Her goal is to create a good atmosphere, in which the participants feel free to discuss openly, express their opinions and [read more] Nick Fuller Director of Planning & Development , e-Dialog Nick Fuller has over 25 years’ experience in direct marketing spanning digital (over the last 12 years particularly in email and mobile) and traditional channels (including direct mail and call centres.) He has worked across brands as diverse as Peugeot, Legal & General, Capital Radio, Dell and Thomas Cook in both client and marcomms service organizations including Lloyds TSB and E [read more] Hari Saini Director Client Success, StrongMail As StrongMail's Director of Client Success, Hari Saini helps leading brands successfully leverage social media and referral marketing strategies to acquire new customers, identify influencers and foster brand advocacy. With an 18-year career in technology and marketing, Saini has unique insight into how new channels and tools can increase customer satisfaction and revenue. Prior to StrongMail, Sai [read more] Jon Baron CRO and Co- Founder, TagMan As Chief Revenue Officer and Co-founder of TagMan, Jon is responsible for the Company’s strategic planning and sales as well as corporate and partnership development efforts. Jon’s career in the digital media industry began in 1997 where he spent 10 years at Microsoft, building MSN’s first multi-national sales team for the US, EMEA and Asia. After Microsoft, he joined hypertext and rich-media netw [read more]

6:00 Welcome Cocktail Reception Hosted by Translations.com Welcome Cocktail Reception Hosted by Translations.com