CEO/SVP Panel Discussion: Assessing Keys To Growth In 2010 & Beyond Examining ways that you can do things differently Innovative industry trends Technologies that you must be using (if you aren’t already) Evaluating if you are right for global expansion Auditing your data – are you getting the most out of your single most important asset? Focusing on the operational aspects of the business to identify inefficiencies & opportunities for differentiation in the market Looking to fulfillment and/or customer service as a key differentiator Keys to achieving maximum growth in holiday 2010

CMO/SVP Panel: Positioning Your Business To Optimize Growth Examining 5 areas that you need to invest in within the next 12 months to retain and grow your market share SEO Segmentation Personalization Social Media Mobile Optimizing all aspects of your business to ensure you are capturing every possible conversion Getting the right traffic Getting the most out of email Making it easy for customers to convert Understanding how consumer purchase patterns are changing due to social media Assessing how your business model must evolve to keep up Increasing the relevance of your message at every customer touch point

Improving Your Multi-Channel Integration Efforts To Increase Customer Value Focusing on the keys to successful multi-channel retailing Delivering a relevant, timely and consistent experience Offering top-notch customer service across all channels Understanding how to eliminate barriers to cross-channel communication Uncovering internal systems and data hubs that can create internal silos The first key step: Getting your information integrated across channels Quantifying the value of cross-channel transparency and consistency Evaluating technology that can enhance the multi-channel experience Finding ways to tie your marketing messages together in every channel with relevant content that will increase the lifetime value of the customer

Multi-Channel Marketing & Integration Multi-Channel Marketing & Integration

Panel Discussion: Leveraging Your Multi-Channels To Drive Revenue & Improve The Customer Experience Examining how you communicate with your customers through the various channels Can your message be the same across channels? Creating a single view of your customer Tracking customer touch points and aggregating customer data Forging closer ties between marketing and merchandising to better unify your internal strategies Bringing the offline experience online Ensuring that you are collecting customer feedback through every channel, customer touch point and call center Understanding how new technologies can help you better unify your multi-channel customer experience and which might be right for your business

Strategies For Increasing Customer Engagement Across Channels Examining ways for your multi-channel efforts to tie loyalty and engagement together Putting strategies in place that keep customers engaged even when they are not buying Looking at Facebook, Twitter and other social sites to see if those channels are viable for your business Creating a loyalty program to reinforce cross-channel shopping Testing the types of content and products that work best within each channel

Analyzing Multi-Channel Paths To The Customer Purchase Identifying channels that your consumers traveled through to get to end of sale Realizing the importance of attribution for measuring customer value and channel profitability Identifying driver activities for your customer’s first click through to the end purchase Understanding all of the "click assists" and inherent value of your customer’s first interaction Using this information to understand the value of a non-branded search customer Effectively allocating your spread for keywords Taking a "snapshot" of buyers over a period of time and driving it back to their very first interaction Mining multi-click path data with your web analytics Making investment decisions with a better understanding of changing consumer shopping behavior

Panel Discussion: Capitalizing On Untapped Opportunities By Bringing Your eCommerce Company Offline Taking a look at your options: How have other pure-play retailers evolved into multi-channel innovators? Measuring the potential impact that new channels will have on your ecommerce business Understanding the limitations of your business and identifying a new channel that fits within your operating model Assessing how you can broaden the appeal of your brand with an offline offering Will this new channel open your business up to a new demographic?

Creating A Multi-Channel Strategy That Unites Your Channels & Supports The Customer Experience Fully analyzing the affect of one channel on another before you lay out your internal roadmap Developing cross-channel strategies that unite your organization – using proper incentives and attribution Ensuring that your organization is structured to effectively support a customer-centric business model Determining a plan that increases channel awareness and customer loyalty simultaneously Listening to your customer: Finely tuning the various channels based on customer feedback & client surveys

Effectively Generating A Single View Of Your Customer Across Channels Understanding why having a single view of the customer will be the key to success for multi-channel retailers going forward Collecting and integrating your information across touch points Effectively linking legacy applications, POS data and social media outlets Leveraging your single view to go beyond transactional information and into extended CRM type models for all customer communication Increasing customer service and improving the experience by leveraging a relevant and intimate relationship with your customer Ensuring your customer profiles are made available to all channels with customer interactions

Customer Experience & eCommerce Innovation Customer Experience & eCommerce Innovation

How To Increase The Relevance Of Your Message, Differentiate Your Business & Improve The Customer Experience Examining tactics to drive lifetime value from your customers Begin with consumer insight based upon your current consumer data Creating consumer-focused, convenient and friendly web experiences Providing relevant content and offering relevant product assortments Making sure that your back-end operational activities are optimized to support your front-end marketing initiatives Balancing short and long-term resources to create value for your customer throughout the customer lifecycle Differentiating your brand with product and customer experiences What can you offer in your shopping experience that your competitors are not?

Panel Discussion: Optimizing eCommerce Fundamentals To Drive Growth Taking a close look at the current fundamentals of your site and evaluating whether they all add to the web experience Making ease and functionality around the shopping process your number one priority Ensuring that new customer engagement functionalities are black and white Examining homepage attributes and navigating customers from your homepage effectively Leveraging product pages and exploring interactive content as a conversion driver Determining optimal customer paths to check-out

Practical Tactics For Moving Your Customers Through The Shopping Process More Efficiently Determining the components that are necessary to expedite the sale and maximize your ability to convert the traffic that you already get Merchandising Product reviews Price comparison tools Ease of checkout Speed of site Implementing the "right" features and functionality get customers through the process easily and efficiently How much will a rich shopping environment increase conversion rates? Should you simplify the experience with fewer clicks to purchase? Continually evaluating site search activities to identify new terms and ways to optimize results Ensuring that your site visitors have the information they need to purchase on this visit

Personalization Personalization

Building A Personalization Strategy That Leverages Relevant Offers & Addresses Customer Needs Gathering customer specific preferences based on customer touch-points throughout the site Utilizing the knowledge of your customers purchasing patterns to set up strategic cross-sell/up-sell promotions Examining the keys to making intelligent recommendations to your client base Identifying technologies that are enhancing the process of delivering a personalized message Which one is the best fit for your business?

Panel Discussion: Targeting Customers And Improving Your Marketing ROI Through Innovative Personalization & Segmentation Strategies Focusing on internal metrics as an underlying support mechanism to link personalization and segmentation efforts to revenue growth goals Examining channel, segment and department sales data to identify connections between marketing expenditures and consumer purchase patterns Starting with targeted email campaigns and carrying your focused marketing messages into other sales channels like catalog or store Delivering targeted marketing messages on the phone via customer service reps with an optimized segmentation strategy Presenting relevant future promotions, offers and discounts using your segmentation data Maintaining up-to-date marketing messages across channels Offering dynamic messaging on your website to reinforce your personalized marketing messages

Increasing Conversion Rates Through Multi-Channel Personalization Examining the keys to implementing a personalized product recommendation engine in a seamless manner Who is doing it successfully? What are the front-end costs? Setting criteria and A/B testing the products that you plan to offer Identifying ways to integrate multiple channels when serving personalized product offerings Realizing the value of personalized product recommendations to increase AOV and total sales Increasing the value of every visitor and customer

Analytics, Usability & Site Design Analytics, Usability & Site Design

Examining Your Sites Evolution – Where Should You Be Going Next? Understanding the need to continually evolve your site – envisioning your site of the future Creating effective and efficient ways of gathering customer insight and identifying opportunities for improvement Become and industry analyst – monitor and track sites with bigger budgets and innovative functionalities that you may be able to leverage Establishing tools and processes for rapid fire site changes and testing Balancing ongoing site improvements with a longer-term roadmap for site experience

Panel Discussion: Redesigning Your Site To Increase Conversion Rates & Better Engage Customers Creating a redesign roadmap – outlining your core redesign objectives, method and design considerations Allocating the budget and internal resources that you will need to reach your project goals on time Best practices for site redesign from the home page, product page to checkout Small changes that can make a big impact What works and what doesn’t Developing the features and content that will be the backbone of your new site Will your new site include web 2.0 functionalities? Examining the ease of your checkout process and where are customers abandoning Ridding your checkout of distractions

Utilizing Web Analytics To Retrieve Detailed Purchase Metrics For Advanced Decision Making Understanding how to use your data once it’s been captured Linking your legacy systems for complete customer touch-point visibility Leveraging the data to better understand customer clicks and purchasing behavior Tracking your customer touch points to reveal the moments you are losing conversions Understanding site traffic and behavior to make appropriate adjustments Leveraging your ability to measure the effectiveness of your applications through A/B Testing Incorporating customer behavior data from all channels to create a single view of the customer

Holiday 2010 Preparedness Holiday 2010 Preparedness

Take-Aways From Holiday 09’ That Will Make You More Money In 2010 Understanding the commonalities of companies who did not win big in holiday 2009 – what to avoid Looking at the overachievers – what did they have in common? Identifying where you drew the most traffic during the holidays Did you project an accurate ROI for this traffic? Evaluating your post-holiday merchandising strategy Were you focused on the right product mix? What types of promotions did you offer to counteract seasonality? Examining remarketing techniques can you use during the holiday to get customers to return during non-peak periods

Panel Discussion: Holiday Preparedness For 2010 – Protecting Every Dollar And Achieving Double Digit Growth Uncovering holiday tips that maximize ROI in the weeks leading up to holiday i. Launching personalized email campaigns Increasing paid search daily budgets and per-click bids Optimizing shopping comparison site placements Introducing hot new products heading into the holidays Creating exclusive sales to key customers Offering early promotions to increase the sense of urgency for customers to buy now Preparing for holiday across channels – not just focusing on eCommerce Creating a post-holiday retailing strategy that pushes consumers to re-engage with your brand Utilizing gift cards Taking advantage of post-holiday promotions

Customer Protection Customer Protection

Panel Discussion: Examining Alternative Payment Methods That Generate High ROI’s Identifying strategies that enable customer trust in a time of increasing fraud Exploring the alternative payment options that are winning trust How many payment options are too many? What are the new or emerging methods in payments? How do different methods compare? How can payment options, if used correctly, simplify the customer experience? Examining the long term viability of newer payment options

International Growth International Growth

Panel Discussion: Finding Ways To Tap Into International Markets & Overcoming Key Impediments To The Processh Examining the key steps to international expansion Focusing on effective acquisition marketing Merchandising your site for foreign markets Overcoming foreign language barriers Adjusting pricing policies to localized markets Handling multiple currencies and payment types Understanding what it takes to convert an international customer Localizing content for the foreign market Language Cultural norms Merchandise selection Customer Service Identifying the challenges and costs of international shipping and returns How can back-end technology support your expansion strategies?

Innovative Merchandising Innovative Merchandising

Panel Discussion: Utilizing Interactive Merchandising To Drive Conversions Understanding how enticing, interactive merchandising displays can more deeply engage your visitors and give them the information they need to purchase Creating integrated merchandising displays that are user friendly, customer convenient and easy to maintain What options are out there? Analyzing KPI’s and continuously testing merchandising functionality Converting a higher percentage of traffic as the cost to attract customers only increases

Panel Discussion: Using Your Customer Service Channel As An Opportunity For Marketing, Increasing Customer Engagement & Sales Updating your return policy: Accept everything because the customer is "always right" – but don’t necessarily refund everything Adding a sales channel to your customer service team Turning a frustrating experience into a sale Including complimentary offers in every communication Evaluating and A/B testing phone call scripts – finding a way to up-sell based on the tone of the conversation Involving your customer service team in your marketing strategy meetings

Utilizing Your Call Center To Drive Revenue & Improve The Customer Experience Avoiding the negative press that results with poor customer service Don’t be exposed in social media outlets Realizing that call center excellence can be a key differentiator from your competition Identifying best practices for creating positive call center experiences that will drive sales Focusing on understanding the call center interaction and chat ability Walking customers through the checkout process when needed Collaborating with marketing and merchandising departments to maximize success Ensuring that senior management is involved in the strategy and operation of your call center

eCommerce Technology eCommerce Technology

Thinking Of Replatforming Your Site? 10 Ways To Save Time, Money & Stress Examining the different platform models available on the market – pro’s and con’s In-House Outsource On-Demand Service Based Be more targeted – think about the end site before your RFP Can you live with the limitations of a shared model? The do’s and don’ts of choosing and eCommerce platform