12 - 15 August, 2013
Philadelphia Marriott Downtown, Philadelphia, PA

We are currently developing the program for eTail East 2013. As a courtesy, we’re providing our most recent eTail Boston Agenda. Request an outline for the 2013 Agenda! Email us at etail@wbresearch.com

Day 3 - Main Conference

Keynote Presentations, Panel Discussions And Interactive Networking

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.
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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 2

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
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!
5.45 End Of Day Three
End Of Day Three

 

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