7.45 Breakfast In The Solution Zone & Registration
Breakfast In The Solution Zone & Registration
8.20 Chairperson’s Opening Remarks
Helen Slaven, SVP Retail- EAME, Micros
Chairperson’s Opening Remarks
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Helen Slaven
Helen has over 20 years' experience in retail, having held a number of senior positions within software providers who supply technology solutions to the retail market. As SVP Retail for EAME at Micros, Helen leads a team of multi-channel retail experts focused on working with the growing number of MICROS clients across the region to develop next generation eTail technology.
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8.30 Opening Panel: Creating A Single View Of Stock Online & Offline To Deliver An End To End Supply Chain Which Has Multiple Front Ends For Customers
David Kohn, Head of Multi-Channel, , Snow and Rock
Duncan Grant, Multi-Channel Director, , The Entertainer
Jon Asbury, Multichannel Director, , GO Outdoors LTD
As online continues to grow rapidly as a channel but stores flatten out or decline, it becomes more and more difficult for a multi-channel retailer to work out how best to manage their stock. The model used to be to be simple – as little as possible in the DC and as much as possible in stores. But now it’s more complex as customers expect everything everywhere. In this session, panellists will identify the challenges then outline some of the solutions that they have come up with, including:
- How you can offer everything you’ve got to all your customers wherever they are
- Using your supply base to significantly extend your available range
- How to tailor in-store range and stock planning in this new environment
- How to use click and collect to your competitive advantage
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David Kohn
David Kohn is Multichannel Director for Snow+Rock Group, the leading winter sports and outdoor activity specialist retailer in the UK. David has over 20 years frontline commercial and e-Commerce leadership experience with some of the UK’s top retailers, including WHSmith, Waterstone’s, Blacks Leisure Group, Borders UK and Woolworths (when they were profitable!). He’s now responsible for driving the multichannel growth strategy for the Snow+Rock Group’s three specialist fascias, Snow+Rock, Cycle Surgery and Runners Need. A keen sportsman himself, he enjoys working for Snow+Rock, but most of all enjoys the staff discount.
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9.05 Creating A Seamless Consumer- Driven Shopping Experience With Omni-Channel
Jamus Driscoll, General Manager – EMEA, Demandware
The new shopping paradigm is being driven by the consumer, and the consumer does not care about channels! A positive shopping experience requires a consistent experience for the consumer, regardless of whether that shopping experience is taking place in the store, at their home, or on their mobile device. Today’s consumer also expects to be able to start the shopping experience in one channel and be able to continue the same shopping experience in another channel. In this session, we will discuss best-practices to help you move faster to deliver a seamless shopping experience for your customers, as well as review examples of how this is being delivered to consumers today.
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Jamus Driscoll
Demandware General Manager - EMEA, Jamus Driscoll, is responsible for leading the company’s EMEA-region. He joined Demandware from Oracle Corp., where, as Director of Marketing, he was a member of Oracle Retail's marketing steering committee and leader of the marketing teams for Solutions Marketing and Customer Marketing. Prior to Oracle, Mr. Driscoll was at ProfitLogic, Inc., a provider of enterprise merchandising software, where he was the Director of Solutions Marketing responsible for positioning and marketing to primary enterprise customers. Before joining ProfitLogic, Mr. Driscoll served as Industry Marketing Manager at Ascential Software, a provider of enterprise data integration solutions, and was responsible for market analysis, strategy and go-to-market tactics for the financial services industry. Driscoll holds a Bachelor's degree in English from Haverford College.
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9.35 International Expansion PANEL- Building A Brand From Scratch In A Foreign Region To Localise On A Global Scale
Gracia Amico , eCommerce Director, , Hobbs
Jose A. Nino, Director of Customer Acquisition, eCommerce, Perry Ellis
Thorsten Bevot, Group Design & Development Manager - Multi Channel, , M. H. Alshaya Co. (Franchise H & M, Debenhams etc)
Tim Curtis, Former Multi-Channel Director, , Ideal Shopping Direct
Alex Keith, eCommerce Sector Manager UK, Akamai Technologies
This session will give you insight in the pitfalls and challenges in building an international brand. It will investigate how do you create brand awareness in a completely new region? How do you find the right partners, blogs, agencies & affiliates? Also, how do you find the right talent to create local context? It will also give you invaluable advise on making it work. This session will cover:
- What do you do when brand recognition can’t drive social media marketing, domain history, and inbound link SERP juice?
- Multilingual SEO, and emphasis between keyword localization and keyword translation
- Cultural differences and how to address these
- Marketing plan, what to focus on. What works?
- Headcount. What/who do you need in your team?
- Is an online only expansion possible?
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Gracia Amico
Gracia is the Ecommerce Director for Hobbs. She has a Masters Degree in Sinology and Business studies from the Leiden University in the Netherlands. Previously she spent 5 years at Topman heading up their global ecommerce department. In this capacity she launched international websites in a multitude of countries and was responsible for their multi-channel strategy and international partners both on and offline. In 2007 Gracia spent a year at the luxury fashion company Burberry to set up their ecommerce marketing strategy. Gracia was part of the first wave of ecommerce start-ups back in 2000, securing venture capital investment for her own dotcom company and has been instrumental in the launch and successful sale of various other private online companies. She regularly speaks on conferences and is often part of panels in industry summits.
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Alex Keith
Alex Keith is eCommerce Sector Manager at Akamai Technologies. Having joined Akamai in 2003, Alex manages strategic relationships with some of the UK’s largest retail and travel companies, including comparison sites, airlines, pure online retailers and mobile phone operators.With 14 of the Top 20 UK retailers and 98 of Internet Retailer’s Global Top 100 as Akamai customers, plus strategic partner alliances, Akamai is well placed to discuss international expansion and considerations relating to web site performance, availability, security, content adaptation and localisation.
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10.15 TechnologyInnovationSpotlights
Ed White, Director of International Business, Overstock.com
Don Bush, VP Marketing, Kount Inc.
Charles Whiteman, SVP of Client Services, MotionPoint
Michael Klein, Director, Industry Strategy- Retail, Adobe Systems
5x Rapid-Fire Presentations Of Cutting-Edge Solutions
- 10.15 Motionpoint Case Study - Charles Whiteman, SVP of Client Services, Motionpoint & Ed White, Director of International Business, Overstock.com
- 10.25 Creating Sales Opportunities with Better Fraud Protection- Don Bush, VP Marketing, Kount Inc.
- 10.40 TBC
- 10.55 EdgeCast Case Study
- 11.10 Adobe Case Study
If you are interested in presenting here, contact Chet Silverman at csilverman@wbresearch.com or +1 6462007478 for opportunities
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Ed White
After joining Overstock.com in 2005, Ed filled a variety of roles, driving major initiatives and improvements in customer service, marketing, IT, and supply chain. As the Director of International Business from 2009, he leads the development and implementation of a comprehensive strategy for international expansion, including transformative efforts addressing supply chain and customer experience. Before Overstock, Ed enjoyed a varied career, serving as a U.S. Army officer, working for the City of Philadelphia, and marketing for IBM. Ed earned a bachelor’s degree from the U.S. Military Academy at West Point and an MBA from Cornell University.
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Don Bush
In his role as VP of Marketing Don works with online retailers, industry analysts, consultants, law enforcement and trade associations to determine best practices, trends in the market place and the latest threats to ecommerce businesses. Don has been a regular speaker on fraud topics at several industry events in the U.S. and Europe including: Merchant Risk Council, CardNotPresent.com, Shop.org, MasterCard Academy of Risk, eTail and Internet Retailing conferences.
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Charles Whiteman
Mr. Whiteman has 20+ years of strategy, marketing and technology experience in a variety of industries. His expertise includes multi-channel marketing, technology strategy, and operations. As Senior Vice President of Client Services at MotionPoint, Mr. Whiteman and his team advise many of the world's largest retailers. Their methodology combines proprietary data, technology and a process which is proven to drive superior results for companies seeking to grow by penetrating new markets around the world.Mr. Whiteman previously served as Executive Vice President of multi-channel specialty retailer, Divers Direct, and as an Engagement Manager at the international consultancy Accenture.Mr. Whiteman holds both a Bachelor's Degree in Economics and an MBA from the University of Michigan.
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Michael Klein
Retail Digital Marketing Expert leading a specialized team of subject matter experts working with Internet Retailer 500 accounts on their digital strategies and capabilities. Thought-leader providing content for blogs, white papers, social media and speaking engagements.
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11.25 Morning Networking Break In The Solution Zone
Morning Networking Break In The Solution Zone
11.55 Identifying Key Cross-Border eCommerce Trade Opportunities Including Eastern Europe, Asia & Other Emerging Countries
TRACK A: International Expansion
Al Gerrie, Head of Multichannel, , Mountain Warehouse
When expanding internationally it’s all about creating a localised experience. This session will evaluate both practical and marketing considerations particularly for Emerging markets. Attend to hear about:
- Logistics: Examining the types of homes the majority of people live in ie apartments v houses and the impact this will have on shipping
- Warehousing: Implementing cost benefit analysis to decide if you should invest in a warehouse in each region or if you can ship from your home country
- Regulations: Reviewing importing, tax and other key regulations to understand how to effectively comply in these geographies
- Payment systems: Discovering the payment systems used in each region and which one will fit best with your site
- Marketing: Determining which channels are most effective in each region including digital and offline and reviewing their effectiveness by assessing cost, response rate, acquisition cost, retention and AOV
11.55 Cross Channel Integration For A Seamless Customer Experience
TRACK B: Multi-Channel Personalisation Part #2
Nadine Sharara, Head of eCommerce, , Thomas Pink
Customers don’t shop by channel. Retailers have created this paradigm and as a consequence operate in channel silos. This session explores how and why it’s important to break down the barriers that exist between channels and build lasting relationships with customers globally in order to future proof your business in an increasingly complex and difficult retail climate. It will cover:
- Understanding your customer experiences and your cross channel migration
- Using cross-channel data to identify your most profitable opportunities for improvement
- How to use technology as an enabler of operational efficiency and driver of customer engagement
- To deliver a cross -channel experience requires a united vision internally to operate cross channel - How to become the champion of change and influence your organization to embrace a cross channel culture
12.20 Translations.com Case Study
TRACK A: International Expansion
Translations.com Case Study
12.20 Monetise The Maybes: How Personalisation Converts Browsers Into Buyers
TRACK B: Multi-Channel Personalisation Part #2
Roger Brown , CEO, Peerius
Monetise The Maybes: How Personalisation Converts Browsers Into Buyers
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Roger Brown
Originally coming from a technology and finance background, Roger is a start-up veteran and has held several director positions in the internet/technology sector.Roger has delivered large scale ecommerce and content management solutions for large multi-national companies. Roger holds a BSc and an MBA from Cranfield School of Management. Working with some of the industries brightest minds Roger co-founded Peerius with the view to providing a platform that would enable ecommerce sites to increase revenue significantly through improved personalisation, actionable data insights, navigation and search. Roger has received a number of awards for technology innovation.
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12.50 Australia & New Zealand New Ecommerce Frontier?
TRACK A: International Expansion
Jan Mehmet, Global Ecommerce Director, , FitFlop
Determining Cultural, Logistical, Regulatory & Practical Considerations In This Region
12.50 Online Going Offline: Why A Pureplay Online E- Commerce Player Is Opening Offline Showrooms
TRACK B: Multi-Channel Personalisation Part #2
Marc Appelhoff, Managing Director, , Fashion4home GmBH
- Learn how an on demand supply chain drives change in the furniture industry
- Understand the mechanics behind a pull vs. Push based approach in high ticket value consumer decisions
- Consider offline presence as an important piece in the omni- channel puzzle
- Learn why online players can be an attractive partner to established retail formats and shopping centers
1.15 eShopWorld Case Study
TRACK A: International Expansion
eShopWorld Case Study
1.15 LogMeln, Inc Case Study
TRACK B: Multi-Channel Personalisation Part #2
LogMeln, Inc Case Study
1.30 Networking Lunch
Networking Lunch
2.30 The Autonomous Customer: Understanding The Future Of Customer Service And How Social Fits Into The Overall Channel Mix For Customers
TRACK A: Social Media Strategies
Nicola Millard, Customer Experience Futurologist, , BT
Based on research on consumer behaviours from the UK, US, China, India, Hong Kong, Singapore and Australia, this talk provides some strange and scary insights into how technology is turning us into monster shoppers and how new contact channels fit with old and trusted ones. Takeaways include:
- Learn how goal directed customers are often taking things into their own hands and cutting organisations out of the loop entirely
- Find out how customers are using a mixture of online & offline and new & traditional channels to shop
- Look at the effect of smart phones on customer behaviour
- Demystify all the hype around social media - is it the ultimate channel or just part of a rich mixture?
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Nicola Millard
Dr Nicola Millard is a customer experience futurologist with BT. Despite working for a technology company, Nicola isn't actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is currently broken). Nicola has now worked for BT for 22 years. She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting.
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2.30 How To Engage With An Online Community - Do's And Don'ts - The Mumsnet Experience
TRACK B: Customer Engagement & Acquisition Strategies
Justine Roberts, CEO, , Mumsnet
Hear from the Founder and CEO of UK's biggest and most influential website for women about how to engage with their audience and importantly how not to. What do you speak to your customer? How do you create more of an individual, personalised experience to make them wanting more? Justine's Twitter handle for social media is @Justine_Roberts and Mumsnet's is @MumsnetTowers.
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Justine Roberts
Justine Roberts is Founder and CEO of Mumsnet an online community of parents sharing advice, support and product recommendations. Over the last 13 years it has grown into the UK’s busiest and most influential network for parents with over eight million visits a month. In February 2013, Justine was listed number 7 in BBC Radio 4 Woman’s Hour’s Power List of the 100 most powerful women in the UK today. Justine was voted Red Magazine’s Red Hot Woman in 2010 and was also included in the Guardian’s 100 most influential people in the media.
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2.55 PANEL: Establishing How To Influence Shoppers Through Social Media: How Do You Interact, Participate And Do It In Way That Resonates With Your Customers? Will It Have A Material Impact On Day To Day Sales?
TRACK A: Social Media Strategies
Jon Lane, Head of eCommerce, , Surfdome.com
Sharon Flaherty, Head of Content & PR, , Confused.com
Vincent Potier, Former Managing Director, , Vonage
Prelini Udayan-Chiechi, Director, EMEA Marketing, Lithium
Social media has become of the leading channels for customer engagement. Most companies, whether they like it or not, have to engage with customers on a multiplicity of platforms and social networks, such as Facebook, Twitter, LinkedIn, Pinterest...Increasingly, there is talk in the digital world that advertising is becoming a secondary channel and the primary locus of conversations between brands and consumers will be social. This panel will discuss the rules of engagement, provide best practice and useful guidelines, examining multiple areas impacted by social such as tools, resources, organisation, culture...and it will also look at profitability of social media channels.
- Understand the key principles of social media behaviour by e- commerce brands
- Get a grasp of the importance of three key emerging areas of social media, ie social monitoring, community management and social insights generation; get useful perspectives on solutions available...
- Define the role of social media within the marketing mix; understand the organisational and cultural consequences of developing and embarking on a social media strategy
- Learn how to use social media to generate sales, and measure those sales, by assigning different objectives to social media, from brand management to direct response; overall, understand the relation between social media engagement and sales ROI
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Jon Lane
Jon has over 13 years of experience from online retail giants Amazon and Play.com, where he was involved in many projects, such as the first iteration of ebooks in 2001, the development of Amazon’s pricing and free delivery strategy and the setup of the Business Intelligence unit at Play.com. At Surfdome.com, Jon is responsible for marketing, third party sales and all initiatives with regard to the website, whether that is conversion, mobile or international. As the ultimate lifestyle store, Surfdome stock over 750 brands and 30,000 styles, catering for tiny toddlers to active adults.
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Prelini Udayan-Chiechi
As Director of EMEA Marketing at Lithium Technologies, Prelini is responsible for leading the European marketing efforts in one of the most dynamic social customer experience company’s in the world. With over 17 years marketing experience, Prelini has led marketing initiatives for major blue chip companies such as Lotus Software, IBM, Zurich Financial Services, COLT Telecom and Adobe. Prelini holds a Masters of Science (in marketing) specialising her research in Customer Experience Management. Lithium helps companies change and infuse behaviours of engagement with their customers across all interaction points. With over 300 customers globally and 30+ million users, Lithium continues to be the social experience software platform of choice.
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2.55 PANEL: Shifting From Transaction To Experience Based Digital Interactions: Creating More Dynamic, Advanced User Experiences
TRACK B: Customer Engagement & Acquisition Strategies
David Hathiramani, Co-Founder, , A Suit That Fits
Julian Baker, Group Marketing Director, , STA Travel
Creating experienced based solutions requires a different approach and mindset to the one e-retailers are familiar and comfortable with. How would they make this leap? Who needs to be part of this new process? Who should lead this? Key takeaways:
- What advantage / benefits do experience based interactions offer retailers?
- Should experience based interactions lead to transactions?
- How do you measure success beyond conversion rate?
- How prepared are retailers to understate transactional elements of the experience?
- Are there certain touchpoints that are better suited to such experiences?
- Is desktop web the right medium for experienced based solutions?
- Or are In-store touchpoints more 'intimate?’
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David Hathiramani
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 realised that, in combining their love of suits, passion for business, and complementary skills sets, they could reinvent the way that people think about ordering a suit. A Suit That Fits started as the world's first online tailoring company and now have 34 locations nationwide whereby men and women can design their own bespoke, ethically-made suit, shirt or overcoat.
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3.35 Pinterest: Interacting With Users, Understanding Patterns Of Content & Utilising Word Of Mouth To Generate ROI From This New Social Media Platform
TRACK A: Social Media Strategies
Rob Jones, Web Operations Consultant, , White Stuff
Word of mouth has always been around but, in recent years, marketers have neglected it in favour of broadcast messages. Consumers, however, trust each other more than ever before and technology has given them the tools to spread the word electronically and instantly. Pinterest is the fastest growing social media network today and is an excellent tool for spreading word of mouth as every pin is a mini endorsement. Of the content it points to. So, why not let your customers do your marketing for you? In this session you will learn:
- What Pinterest is being used for
- How to engage with customers authentically on Pinterest
- What content to pin and what content not to pin to encourage word of mouth
- How to grow and harness your Pinterest followers to generate ROI
3.35 The Future Of "SEO", Moving To A Holistic Inbound Marketing Strategy
TRACK B: Customer Engagement & Acquisition Strategies
Adrian Land, Head of SEO & Social, , My Destination
- The pillars of an inbound strategy
- Content, SEO and Social working in harmony, "content based marketing" etc
- Based on a solid technical foundation
- Specifics
- What is Author Rank, Authorship and how to actually set it up
- Empowering employees (authorship) to blog and talk on behalf of your company
- Case study of their worldwide travel competition http://www.mydestination.com/bbb.
- Angle on Branding, break through, social reasons
- What works, what doesn't / learnings
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Adrian Land
A strategic marketeer with twenty years commercial marketing experience in both blue chip and private equity backed online businesses, Alistair is currently Chief Marketing officer for On the Beach, a private equity backed online retailer of beach holidays. Alistair sits on the OTB board and oversees the brand, customer acquisition, online conversion and CRM. Alistair's previous roles include Marketing Director at lastminute.com and Deputy Managing Director of Euro RSCG Interaction (part of the Havas communication group), one of the largest digital marketing agencies in the UK
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4.00 Networking Afternoon Break In The Solution Zone
Networking Afternoon Break In The Solution Zone
4:30 Building A Loyal Customer Base & Creating Great Interactions Through Social Media- The Ann Summers Story
Andy McWilliams, eCommerce Director, , Ann Summers
The team at Ann Summers regards their customers as a friend and has developed a social media strategy to engage and guide them in their journey with us. We are non-judgmental, which enables them to fearlessly unleash their sexual confidence. Our customers know us as naughty, kinky, sexy, witty, luxurious and fun. Our foundation for success is based on 4 key pillars:
- Knowing our customers well
- Providing expert guidance and support which gives them confidence
- Be daring and have fun with customers by being current and topical
- Listening.......and responding
4.55 Driving Down The Average Cost Of Customer Acquisition: What Methods Of Driving Traffic Have Been The Most Profitable? Should You Be Looking At The Lifetime Value Of The Customer To Measure This?
Alistair Daily, CMO, , On The Beach
Consumer shopping habits are changing rapidly, smart phone searching in the online travel vertical has created a “snacking culture” not a buying one. Understanding your “true” unique visitor (device attribution) and the way you attribute these costs has changed forever. As businesses get sucked into the race for more customers , here at On the Beach, we’ve decided to “ditch CPA” in favour of a new metric that aligns the business. If you want to hear more about it, please come to our session.It’s changed the way we do marketing, it has aligned marketers with the finance and eCommerce functions and has been transformational in delivering our bottom line growth and I’d like to tell you about this and to challenge your existing thinking as marketers:
- Methods we used to understanding the life time value of customer segments and the impact on our acquisition programmes
- “Buying customers” – methods used by On the Beach to drive the most profitable customers
- Why CPA is a “dead metric” – we have a new metric for a new world
- Future challenges or acquiring customers in the digital age
5.20 Short, Sharp Industry Case Studies
Adrian Percival, UK eCommerce Lead, , Kimberly-Clark Corporation
Mario Zimmerman, CEO, , Brille24 (Germany)
Case Study #1: TBC
Case Study #2: Multi-Channel vs. Pureplay: Reimagining The EyeWare Market Through Digital
5.50 Close Of eTail Europe 2013
Close Of eTail Europe 2013