eTail Connect Virtual Agenda

An exclusive, invitation only, online forum for 30 senior executives within online retail, digital marketing and eCommerce


9:00 am - 9:10 am Virtual eTail Connect July 2020 opens!

The chat function will be live to enable you to network and speak with with other attendees before we get started


Becky Johnson

Content Director
eTail Connect/WBR Connect

9:20 am - 9:50 am Discussing the changing remit of digital within retail and how this effects internal and external dynamics: The lasting impact of COVID-19

Kevin Cooper - Director of eCommerce, Charles Tyrwhitt

Q&A with the speaker for the final 10 minutes of the session

img

Kevin Cooper

Director of eCommerce
Charles Tyrwhitt

9:50 am - 10:10 am How A Leading Retailer Employed Their Customer Data To Drive £1M+ In Three Months

Elliott Clayton - Senior Vice President Media, Epsilon-Conversant

A detailed look into how one leading retailer monetised their data collection using Epsilon-Conversant’s transaction driven ID map of consumers to identify and reach the right consumers at scale, securing 10:1 incremental return and £1.13 million revenue in just three months. Join this case study talk to learn:

  • How they activated their first-party data to identify and reach 3.1 million highly relevant UK consumers.
  • Outsmart rather than outspend: The methods used to successfully challenge market disruptors with consumer insight.
  • Key takeaways for retailers from the monetisation of data, and how retail brands can profit from the data they already have.
  • Why this customer centric focus prepared the brand for success in the era of Covid-19, driving revenue both during and after lockdown.
img

Elliott Clayton

Senior Vice President Media
Epsilon-Conversant

10:10 am - 10:15 am 5 Minute Transition to Meetings & Virtual Boardroom Session

Private business meetings

10:15 am - 10:45 am for you to benchmark solution providers


Virtual Boardroom

10:15 am - 10:45 am Peer-to-Peer Discussion
Vishal Krishna - Specialist & eCommerce Channel Lead UK & Ireland, Nestlé Purina

How Retailers are Supporting their Colleagues and suppliers to Ensure their Wellbeing During COVID-19 and Beyond

img

Vishal Krishna

Specialist & eCommerce Channel Lead UK & Ireland
Nestlé Purina

10:45 am - 10:50 am 5 Minute Transition Back to Session Room

10:50 am - 11:30 am What Lessons Can We Learn From Retailers Who Are Thriving During COVID-19? Moving Fast and Understanding What Customers Now Need

Aparna Sundaresh - Global Vice President Portfolio and Digital Transformation, Unilever Russ Close - Head of eCommerce Europe, Carlsberg

·        As normal rules go out of the window, how can you set up in an agile way to respond quickly to changing customer demands?

·        How should you adapt your eCommerce and other digital platforms to cope with customer demand and keep the messaging relevant yet personalised?

·        What role should discounts and offers play during the crisis and when should you leverage these to drive sales?

·        How can you convert your traditional in-store customers into digital shoppers?

 

Q & A with speakers for last 10 minutes of the session

img

Aparna Sundaresh

Global Vice President Portfolio and Digital Transformation
Unilever

img

Russ Close

Head of eCommerce Europe
Carlsberg

11:30 am - 11:35 am 5 Minute Transition to Meetings & Virtual Boardroom Session

Private Business Meetings

11:35 am - 12:05 pm for you to benchmark solution providers

Virtual Boardroom

11:35 am - 12:05 pm How to develop an eCommerce model that provides a world-class experience for your customers and puts them at the heart of what you do


12:05 pm - 12:10 pm 5 Minute Transition Back to Session Room

12:10 pm - 12:40 pm What is Driving Purchasing Decisions and How Should Retailers Respond? How To Meet Customer Expectations That Have Accelerated During the COVID-19 Crisis

Duncan Rutherford - Head of eCommerce, BT Shop
  • Rethinking your business model during and post COVID-19: what are the short and long-term impacts of COVID-19 on the retail sector and how can you scale your business to keep up?
  • Evolving the customer proposition to migrate shoppers online and drive more digital sales whilst offering an enhanced and personalised customer experience
  • How to utilise increased online traffic to feed back into the physical retail business to keep stores alive post COVID-19 – not forgetting the omni-channel journey
  • As customers’ expectations of eCommerce experiences accelerate how should you respond? How contactless services, convenience and ethical considerations are driving purchasing decisions
  • What eCommerce and digital lessons can we learn from changing customer behaviour and the retailers who are thriving?


Live Q&A and polling with the speaker for the final 10 minutes of the session

img

Duncan Rutherford

Head of eCommerce
BT Shop

12:40 pm - 1:10 pm Lunch Break

1:10 pm - 1:40 pm How Iceland has rethought its fulfilment strategy and leveraged customer experience as their key differentiator: How they’ve achieved this across all channels to provide meaningful engagement and increased revenue during the pandemic

Danny Cramer - Head of Commercial Insight, Iceland Foods

13.10

CASE STUDY: How Iceland has rethought its fulfilment strategy and leveraged customer experience as their key differentiator: How they’ve achieved this across all channels to provide meaningful engagement and increased revenue during the pandemic

 

·        As digital-hesitant customers are driven to digital, how can you make fulfilment simple and effective for all customers?

·        How to successfully transform your customer experience during lockdown and adapt your business to a new reality

·        How organizations will need to evolve to respond to new consumer desire, automating operations to drive customer excellence and deploy a customer first strategy to improve customers quality of life

·        How to turn shoppers into happy customers through clear expectations, personalised convenience, and relevant delivery options

·        How should you communicate your health and safety practices - from socially distanced warehouse and distribution centres through to delivery - to put customers at ease?

 

Q&A with the speaker for the final 10 minutes of the session

img

Danny Cramer

Head of Commercial Insight
Iceland Foods

1:40 pm - 2:00 pm Raising the bar on customer experience: from click to delivery

Ines van Gennip - Country Leader, Amazon Shipping UK

Ines van Gennip

Country Leader
Amazon Shipping UK

2:00 pm - 2:05 pm 5 Minute Transition to Meetings & Virtual Boardroom Session

Private Business Meetings

2:05 pm - 2:35 pm for you to benchmark solution providers


Virtual Boardroom

2:05 pm - 2:35 pm Peer-to-Peer Discussion
Mike Branney - Co-Founder & MD, Oh Polly

Lessons learned in COVID-19 – How to Use Social Media Platforms to Capture the Attention of Customers and Offer a Personalised Experience

img

Mike Branney

Co-Founder & MD
Oh Polly

2:35 pm - 2:40 pm 5 Minute Transition Back to Session Room

2:40 pm - 3:25 pm How to Use Data to Enhance Storytelling and Your Customer Experience

Dr Christine Bailey - Managing Director, SMB UK & Ireland & Chief Marketing Officer, Valitor

We have more data at our fingertips than at any point in history, but what we must remember when talking about data, is that we’re actually talking about human beings.

 

·        How insights and technology can free up digital marketers to be more creative

·        How data can transform the influence of marketers decisions

·        The role of data in story telling

·        How to use insight to understand your own ‘why’ and understand the ‘why’ behind customer choices

 

Q&A with the speaker for the final 10 minutes of the session

 

Dr Christine Bailey

Managing Director, SMB UK & Ireland & Chief Marketing Officer
Valitor

3:25 pm - 3:55 pm COLLABORATIVE Q & A: Is Personalisation the Key to Driving Better Customer Experience During the Crisis? Understanding Customer Expectations To Improve Loyalty and Attract New Customers

Louise Watkins - Head of Sector Retail, Microsoft John Carter - Senior Store Manager, Microsoft

·        What opportunities are there for retailers to connect directly with consumers who have now turned to digital and mobile engagement more than ever before?

·        How can engagement through personalisation help retailers retain existing and gain new customers during the COVID-19 crisis?

·        How can you drive loyalty through the right types of personalisation?

·        What tone of messaging is expected by customers and how can you offer them a strong customer experience in today’s climate?

·        What data and technology solutions do you need to employ to build a real-time personalisation strategy that can work in the COVID-19 environment?

 

Q&A with the speaker for the final 10 minutes of the session

img

Louise Watkins

Head of Sector Retail
Microsoft

John Carter

Senior Store Manager
Microsoft

3:55 pm - 4:00 pm Closing Remarks & End of Virtual eTail Connect

Becky Johnson - Content Director, eTail Connect/WBR Connect

Becky Johnson

Content Director
eTail Connect/WBR Connect