Day 3 - Main Conference

7.15 Registration & Networking Breakfast Inside The Solution Zone Registration & Networking Breakfast Inside The Solution Zone

7.55 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

8.10 OPENING KEYNOTE SESSION: Living Up To Your Brand Promise In Every Customer Touch Point This opening keynote session, presented by the Chief Marketing Officer of multi-channel retailer Express presents the successful evolution of the company’s brand story. Lisa provides tangible counsel and examples of how best to manage the consistency of the brand experience across channels, particularly on how best to view social media and how e-commerce can be effectively used as a branding tool. Building a great core brand identify Expressing your brand in today’s market and the evolution of the brand Gathering customer insight when accessing the evolution of your brand Leveraging insight you receive to inform how your brand is evolving from a customer experience standpoint Understanding what the brand means from a customer experience standpoint Determining the core attributes that you are focusing on and communicating in all marketing communications

8.45 KEYNOTE SESSION: Managing Forward: Analytics To Understand The Cross-Channel Customer Larry Freed, President & CEO, ForeSee Companies committed to providing a superior customer experience face a common problem – how can you evaluate and benchmark performance across multiple touch-points with consistent, insightful and actionable metrics that encompass the customers’ perspective? The online channel, encompassing websites, mobile and social media, all play an integral role in shaping the customer experience and purchase intent, as tracked by ForeSee’s Top 100 eRetail Index research. Learn how to focus your company’s resources using analytics that scientifically measure customer satisfaction, quantify its impact and predict customer behavior, not just report it. Larry Freed President & CEO, ForeSee

9.30 C-Level PANEL DISCUSSION: E-Commerce Development And Communication Within Multi-Channel Organizations To Enhance The User Experience Michael Stromer, Vice President of Customer Connections Marketing, Jetblue Airways How have multi-channel organizations capitalized on the growth of the e-commerce channel? How does this ultimately trickle down to impact the user experience across channels? Heads of E-commerce from today’s top retailers focus on customer experience enhancements, internal communication challenges and management of the e-comm channel to provide tactics to maximize your resources and increase your sales in today’s multi-channel environment. How do you manage your e-commerce internally in the framework of the larger organization? How does this fit into the overall business and customer experience with your brand? What criteria is used to qualify online and store credits? How do you set up internal incentives to drive an enhanced customer experience? What bonus structure is needed to drive incentives across departments for the online channel that will serve larger organizational needs? Michael Stromer Vice President of Customer Connections Marketing, Jetblue Airways As Vice President Customer Connections Marketing, Michael oversees Digital Commerce, Loyalty Marketing, and Corporate Social Responsibility for JetBlue. Michael’s main responsibility in this capacity is to deepen the relationship with JetBlue customers via smart marketing. Michael has been with JetBlue for six years, formerly serving as Director of E-Commerce. In 2011 he led the launch of the new [read more]

10.05 Embracing the Mighty Bootstrap The ability to “do more with less” has led to a lot of success for Fat Brain Toys. In this dynamic keynote session, he describes their retail journey, how they’ve managed resources effectively and navigated the extremely competitive “retail waters” of the toy market. Discover why more funding doesn't equal more success Learn the tricks of "gorilla technology" Why bootstrapping isn't just for the start-ups anymore Hear how the "marathon" approach to business can win the race

10.40 Networking And Refreshments Inside The Solution Zone Join your fellow retailers in the Solution Zone for your chance to win fantastic prizes.

11.30 KEYNOTE SESSION: Cross-Channel Or Crossed Wires? Maximizing The Cross-Channel Customer Experience In Travel Retail More and more, customers are expecting brands to communicate with a consistent language and approach no matter in which channel they engage. What in the past would be tolerated as a simply resulting from organizational misalignment now looks embarrassing and immature (and possibly winds up on twitter!). The brand that truly “knows” their customer and interacts accordingly will generate an unreasonable reserved today for only the most storied brands. This case study helps you understand how to: Build a consistent brand presence across physical and digital channels Maximize the role of Site, Mobile, Tablet and other channels in customer service and revenue generation Develop a social connectivity that maximizes engagement Personalize to create loyalty beyond any loyalty program

12.05 KEYNOTE SESSION: Customer Experience Optimization: Renewing & Strengthening The Focus On The Consumer Hear an informative and insightful presentation from the head of Maxymiser in this keynote session.

1.05 Lunch And Networking For All Attendees Lunch And Networking For All Attendees

Track A: Data Management, Attribution & AnalyticsTrack B: Customer Experience Innovation & Loyalty 2.05 Chairperson’s Opening Remarks Track A: Data Management, Attribution & Analytics Chairperson’s Opening Remarks 2.05 Chairperson’s Opening Remarks Track B: Customer Experience Innovation & Loyalty Chairperson’s Opening Remarks

Track A: Data Management, Attribution & AnalyticsTrack B: Customer Experience Innovation & Loyalty 2.15 KICK-OFF RETAIL SESSION: Applying Analytics Effectively To Your Merchandising Programs And Enhancing The User Experience To Drive Revenue Track A: Data Management, Attribution & Analytics Many times the fundamentals of the web experience- analytics and data gathering, merchandising (for example) can be overlooked. Constantly evaluating your merchandising strategies, and using all of the data sources at your disposal will ensure consumers come back to shop time and time again. The Chief Growth Officer at Musicnotes explores merchandising schemes that enable an amazing user experience for your customers. Analyzing your merchandising data o Utilizing quantitative analytics and qualitative surveys to determine merchandising structures for your site Tracking the value of your placements and conversions for product merchandising Adjusting search rankings for products using analytics data Understanding the amount of real estate that is necessary for product SKUs o Handling massive assortments and SKUs with an effective merchandising strategy Doing usability studies for tab and category structures to identify areas that need to be refreshed or changed 2.15 Marketing Architecture: How Propeller-Heads Drive Creativity Track B: Customer Experience Innovation & Loyalty Understand truly what “customer-driven” means to your company, your goals, your technology stack, organizational charts, project methodology with this dynamic session presented by the head of Marketing Strategy and Innovation at Avis Budget Group, one of the world’s largest rental car companies. Align your capabilities with where technology is taking us Identify gaps and blind spots in your marketing capabilities Manage interdisciplinary discipline

Track A: Data Management, Attribution & AnalyticsTrack B: Customer Experience Innovation & Loyalty 2:50 Customer Lifetime Value Is The Holy Grail Track A: Data Management, Attribution & Analytics Maximizing customer lifetime value is the single most crucial driver of revenue growth and profitability in an eCommerce business. In the face of extraordinary pricing pressure from fierce competition, increasing customer lifetime value drives revenue that can then be invested in customer acquisition, creating a virtuous growth cycle. Justin Yoshimura, a seasoned eCommerce executive who is currently the founder and CEO of 500friends, will outline a variety of strategies for increasing customer loyalty and lifetime value and discuss the positive impact on your business. 2:50 Making It Easier To Buy: How CafePress Improved Its Customer Experience With Amazon Payments Track B: Customer Experience Innovation & Loyalty At CafePress, it’s all about the customer. As a pioneer in mass customization and user-designed products, CafePress is at the forefront of offering customers a compelling and seamless experience when they shop online. Being able to buy products easily is an essential component of the shopping experience from both a customer and business perspective. Amazon Payments makes it easy for customers to pay with the secure information stored in their Amazon accounts and furthers the customer-focused vision of CafePress by providing a trusted and convenient payment option. In this session, Kara Parsons, VP of Consumer and Retail, will present how Amazon Payments helps optimize the customer experience at CafePress. See how CafePress maintained control of their brand and customer experience with Amazon Payments. Learn how Amazon Payments has contributed to the success of CafePress with high customer adoption, fraud protection, and support. Get your questions answered during a Q&A with Kara and Rich.

Track A: Data Management, Attribution & AnalyticsTrack B: Customer Experience Innovation & Loyalty 3.25 PANEL DISCUSSION: Putting In Place A Rich Business Intelligence Framework Track A: Data Management, Attribution & Analytics Customer data is always top of mind, but understanding the importance of gathering, auctioning and communicating that data back through your organization ensures the data is used most effectively. Review the meaning of business intelligence, how to obtain this data, and discuss attribution modeling in the context of business intelligence data during this tactical, hands-on session. What does business intelligence mean at your company? How do you obtain customer level data? What are your online & offline resources? Do you have a 360-degree view of each customer? If so, how are you achieving that goal? If not, do you have a roadmap to accomplish this goal? How can you tie customer-specific web data with conversion data and other offline data? What does your end-to-end attribution model look like, what are the technical limitations (not regulatory)? Is access to the data “marketer-friendly”? What tools/systems are in place to give your marketing team access to rich customer-level data? Is the marketing team using this data for in-bound and/or out-bound customer communications? If you have “good” customer-level data, are you using this data to create customer segments and personas, for use in your marketing programs? How are you using rich customer-level data to build attribution models, to get smarter about media spend (optimization), improve customer-facing messaging, and improve customer retention & loyalty? How do you really focus on the key metrics and make sure your data and your tools are actually working for you? 3.25 PANEL DISCUSSION: Building Seamless And Effective Customer Experiences Across All Customer-Facing Touchpoints Track B: Customer Experience Innovation & Loyalty How do you define seamless branding in terms of the customer experience? What enhancements have you made to your on-site experience? How have you been able to connect the dots in the synergistic way (mobile, social, web, in-store, catalog, call center)? What creative spark caused things to take off? What was your strategy and planning process?

4.00 Final Networking And Refreshment Break Inside The Solution Zone Join your fellow retailers in the Solution Zone during the break for your chance to win fantastic prizes!

Track A: Data Management, Attribution & AnalyticsTrack B: Customer Experience Innovation & Loyalty 4.35 Building A Culture Of Optimization For Fortune 500's Track A: Data Management, Attribution & Analytics Ashish Braganza, Senior Manager Global Business Intelligence (GBI), Lenovo US Build a culture of testing and optimization, despite having potential competing priorities to execute on internally. Learn about the "SPADE" model for building and staffing a testing organization, and future trends in the testing and optimization industry. Beginning, navigating and overcoming organizational inertia in getting a testing and optimization practice off the ground Financing and evangelize the practice Creating velocity in testing and hire the right talent Driving your testing strategy Understanding the importance of Project Management Why most organizations suffer from Analysis Paralysis Democratizing design Determining why agile code development is needed What is MCO (Multichannel Conversion Optimization) and why is it important Why DMP's (Data Management Platforms) and scoring are the next big things Ashish Braganza Senior Manager Global Business Intelligence (GBI), Lenovo US Ashish Braganza is Senior Manager of Global Business Intelligence at Lenovo. Mr. Braganza recently joined Lenovo and is responsible for building the company's Global Business Intelligence practice, Multichannel Analytics and Testing and Optimization practice. In this capacity, he draws on his expertise in Web Analytics, Multichannel, Testing & Optimization and Digital Strategy. Pri [read more] 4.35 Get Your Brand In Her Shopping Cart: Understanding The Female Mobile Consumer Track B: Customer Experience Innovation & Loyalty The information to be presented in this session stems from two in-depth insights reports by Total Beauty Media Group that look to understand overall how women research and shop. They are available for free download here: http://www.totalbeautymedia.com/tbm/insights/whitepapersHow a woman researches products online to prepare for her shopping trips: On average, a woman spends 20 minutes online researching to prepare for her shopping trip A woman’s relationship to her mobile device – when she’s using it, how much time she spends on it, what’s she’s doing, etc.: 50% of women surveyed reported spending 2+ hours of their leisure time on their mobile devices. 90% of women use their mobile devices while engaging in some other activity. Watching TV ranked the highest. How mobile devices have changed the way women shop – both in the store and on their devices: 60% of women – and 73% of Millennial women – shop on mobile phones/tablets More than half of women use a mobile device to add in purchase decisions while in the store 25% of women use mobile devices to find coupons while they are shopping How brands/advertisers can leverage mobile to connect with her in new and innovative ways: Reach her in the evening through mobile push notifications, evening tweet-ups, and Facebook posts Use integrated multi-screen marketing.

Track A: Data Management, Attribution & AnalyticsTrack B: Customer Experience Innovation & Loyalty 5.10 CLOSING PANEL DISCUSSION: Maximizing Your Marketing Spend Across Channels To Drive Sales Track A: Data Management, Attribution & Analytics Hugo Smoter, Head of Global Marketing, Spreadshirt The silver bullet in e-commerce is maximizing your spend. Understanding how customers may interact with your brand in different channels (i.e. on mobile, PC and tablets) and effectively measuring their behavior in those channels is a difficult challenge that all marketers struggle with. How can you develop strategies to compile and action that data? How has your spend changed over the last year? And taking a step back, what is the optimal marketing mix? These questions and more will be tackled during this dynamic panel session. Where should you spend your next dollar to acquire new or reactivate existing customers per channel? What is your comparative initial return on investment? On an annual basis? What are the offline influences of your online marketing activities, and vice versa? In what ways are you tying all information into one digestible actionable format? Hugo Smoter Head of Global Marketing, Spreadshirt As Head of Global Marketing at Spreadshirt, Hugo Smoter oversees worldwide marketing programs including paid search, organic search, affiliate marketing, display marketing, social media and advertising. He has over 10 years of experience in online and direct marketing. Hugo joined Spreadshirt in 2008 and focused on growing search traffic as a primary channel of customer acquisition for Spreadshirt [read more] 5.10 Mobile Search: Why Marketing's Redheaded Stepchild Is Such A Hard Sell (But Crucial For Success) Track B: Customer Experience Innovation & Loyalty No session description available.

5.45 End Of Day Three End Of Day Three