eTail Virtual Event: Win the CX Battle

November 09 - 10, 2020 | 12:00pm EST

Learn how to win the online CX battle.... RIGHT in time for the holiday season!

It's TWO days of incredible content - where retailers and brands bring you behind the scenes.

November 9 - 10, team up with 15+ speakers from all backgrounds of eCommerce, and get the hard questions answered in real-time with Q+A opportunities.

Reserve your FREE seat at this virtual event and level up your CX playbook in time for 2021.

A Unique Experience

The eTail Virtual Event: Win the CX Battle is an online forum mirroring our in-person events. We’re bringing you exclusive knowledge from top-notch industry leaders at the touch of a button.

Here's what you get when you attend:

Hear From Retail Innovators

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the industry forward. Afterwards, join breakoff interactive roundtables covering different topics in more detail. 

Executive-Level Content

We provide custom-made, high-level content that fosters a fruitful dialogue amongst participants. Engage in in-depth discussions on how senior executives are leading the charge, to provide you with a rare chance to benchmark against the biggest brands in the country.

Get Insights You Might Have Missed

This multi-session summit is a fantastic follow up or addition to our eTail event series. We are so proud to be tied to these long-standing live events.  

Our Speakers:

Divya Gugnani

Divya Gugnani

Co-Founder, CEO

Wander Beauty

Jessica Rolph

Jessica Rolph

Cofounder & CEO


Lee Mayer

Lee Mayer

Co-Founder & CEO


Roderick Morris

Roderick Morris

President & Co-Founder


Jason McNary

Jason McNary

CEO - Americas


Adrian Solgaard

Adrian Solgaard

Founder & CEO


Denise Foley

Denise Foley

VP of eCommerce & DTC

Bollman Hat Company

Angela Gruszka

Angela Gruszka

Director, Marketing and Communications

Maria Tash

Krysta Lewis

Krysta Lewis

Founder & CEO

Aisling Organics

Joan Abrams

Joan Abrams

Director, eCommerce

Luxury Brand Holdings

D.J. Coffman

D.J. Coffman

Global Head of Growth Marketing


Emily Kresnicka

Emily Kresnicka

Consumer Sales Team Lead

Bump Boxes

Tim Murphy

Tim Murphy


Branch Basics

Alex O'Dell

Alex O'Dell



Jens Grede

Jens Grede

Co-Founder & CEO


Michelle Cordeiro Grant

Michelle Cordeiro Grant

Founder & CEO


Joey CasaDeCalvo

Joey CasaDeCalvo

Business Manager, Customer Service – eCommerce


Paul Mandeville

Paul Mandeville

Chief Product Officer


Indy Guha

Indy Guha

SVP Marketing & Alliances


Pete Olanday

Pete Olanday

Retail Practice Leader

Vertex, Inc.

Ciro Greco

Ciro Greco

Director, AI


Robert Sullivan

Robert Sullivan

North America AI Solutions Lead


Linh Ho

Linh Ho

Co-Founder and CMO


Matt Thoman

Matt Thoman

Product Manager for Retail and Leasing

Vertex Inc.

Sara Weissman

Sara Weissman

Customer Success Manager

Survey Monkey

Scott Carlson

Scott Carlson

VP, Global Sales


eTail Virtual Event: Win the CX Battle Agenda

All Session times displayed in Eastern Time

  • 12:00 pm - 12:15 pm

    12:00 pm - 12:15 pm

  • 12:15 pm - 12:35 pm

    12:15 pm - 12:35 pm

    Jens Grede, Co-Founder & CEO, FRAME

  • 12:35 pm - 1:05 pm

    12:35 pm - 1:05 pm

    Indy Guha, SVP Marketing & Alliances, Signifyd

    COVID-19 has changed who shops online and how. Customers’ embrace of curbside pickup has soared (3-5X vs. pre-pandemic levels) even as non-essential stores opened for business. As we look to the holiday surge, shipping surcharges threaten to eat into margins and capacity limitations threaten to limit potential. This session will discuss how curbside can be a profit-friendly fulfillment channel and lessons learned from early implementations.

    ●      How to keep your staff and customers safe in a time of COVID-19.

    ●      The key logistical concerns for running your store like a warehouse.

    ●      The key statistics that prove the massive value of a curbside pickup program.

    ●      How to protect your business, while still delivering the rapid fulfillment required to make good on curbside pickup’s promise.

    Learn more
  • 1:05 pm - 1:30 pm

    1:05 pm - 1:30 pm

    Jason McNary, CEO - Americas, UNOde50
    D.J. Coffman, Global Head of Growth Marketing, Spreadshirt
    Lee Mayer, Co-Founder & CEO, Havenly
    Krysta Lewis, Founder & CEO, Aisling Organics

    The executives on this panel represent companies that have this in common: obsessed with customer experience; a unique and connected value prop is what is driving the most innovative retailers; Let’s learn from these leaders advice on how to truly share and maintain an inspirational holistic experience:

    • Defining what it means to be truly “inspirational” with your shopping experience

    • Are there personalized experiences from outside of retail that can influence what can be done in a retail setting

    • Contemplating how to engage with your customers and truly personalize their experience – going above and beyond the ‘standard’ shopping experience

    • Thinking about the total experience you are building for customers 

    • Building uniquely differentiated experiences that truly connect with your customers based on customer data

    • Putting in place the infrastructure to use that data to inform and shape the ‘ideal’ experience 

    Learn more
  • 1:30 pm - 2:00 pm

    1:30 pm - 2:00 pm

    Scott Carlson, VP, Global Sales, TaskUs

    Learn more
  • 2:00 pm - 2:20 pm

    2:00 pm - 2:20 pm

    Michelle Cordeiro Grant, Founder & CEO, Lively

    Launched in 2016, Michelle and the LIVELY team have fostered a network of 100,000+ ambassadors, opened four stores with more to come, and coined “Leisurée,” a new category blurring the aesthetic lines of lingerie, active, and swim, focusing on the best elements of high style and ultimate comfort. Michelle started with the intention of inspiring women to live passionately, purposefully, and confidently by introducing a new type of lingerie and has since sold the company for $100M whilst building a community of 100,000+ ambassadors that she contributes LIVELY's success to. She has done this by creating an environment for her community to interact and engage with and allowing them to share their passions and interests through several LIVELY platforms. Learn from Michelle on why this community experience is a two-way street, how she leans on the community's input in decision making, the keys to a successful ambassador program, why a strong community is your best advertiser, and how she's utilized the community to exponentially fuel the growth of her company.

    Learn more
  • 2:20 pm - 2:40 pm

    2:20 pm - 2:40 pm

    Learn more
  • 2:40 pm - 3:00 pm

    2:40 pm - 3:00 pm

    Denise Foley, VP of eCommerce & DTC, Bollman Hat Company
    Angela Gruszka, Director, Marketing and Communications, Maria Tash
    Joan Abrams, Director, eCommerce, Luxury Brand Holdings
    Paul Mandeville, Chief Product Officer, QuickPivot

    The old saying goes "the customer is always right;" so how are you listening to them? What data is creting a better online experience for buyers? The executives on this panel dive into omni-channel experiences they have created for customer interactions and shopping to be "time well spent" versus "time well saved":

    • Listening to your customer communities and taking their lead on what products are hot and what are not
    • Building meaningful experiences that are thoughtful to make the customer feel catered to
    • Fostering a closer customer relationship to create better experiences and offer more relevant products across channels--a mutual benefit for both the customer and retailer
    Learn more
  • 3:10 pm - 3:30 pm

    3:10 pm - 3:30 pm

    Learn more
  • 3:30 pm - 3:40 pm

    3:30 pm - 3:40 pm

    Learn more
  • 3:40 pm - 4:30 pm

    3:40 pm - 4:30 pm

    Robert Sullivan, North America AI Solutions Lead, LogMeIn
    Matt Thoman, Product Manager for Retail and Leasing, Vertex Inc.

    1. Incorporating New Technologies Into The In-Store Retail Model

    Matt Thoman is the Product Manager for Retail and Leasing, Vertex Inc.

    In Store retail is often fraught with limitations coming from their network, local building infrastructure and a lack of any available downtime to build new technology into their shopping experience. This roundtable will discuss:


    • How much time retailers invest into researching new technology
    • How important it is to keep the shopping experience modernized
    • How they go about incorporating new technology into their stores while navigating technical and practical roadblocks
    • How the need and opportunity has changed due to Covid-19


    2.  CX Trends Every Retailer Should Be Following

    Robert Sullivan, North America AI Solutions Lead, LogMeIn

    This year showcased the power and importance of having a digital customer experience strategy. Online sales grew nearly 50% at the pandemic's peak, and more people than ever are shopping online. Customers seek out brands that understand them and their needs, along with those that make it easy to work with and embrace the flexibility customers now require. During this roundtable discussion, we will discuss:

    • What the future of eCommerce looks like in the digital-first era
    • How to utilize the advantages of frictionless customer experiences
    • CX and customer service technologies for brands to consider moving into 2021

    Learn more

  • 12:00 pm - 12:15 pm

    12:00 pm - 12:15 pm

  • 12:15 pm - 12:35 pm

    12:15 pm - 12:35 pm

    Divya Gugnani, Co-Founder, CEO, Wander Beauty

    Wander Beauty uses a combination of on-site automation and personalization, triggered email campaigns, and targeted audience segmentation to ensure that customers are always being educated about the products that are most interesting and relevant to them. As competition in eCommerce increases, tailoring search results, product recommendations, and marketing communications to the individual needs of the user has helped Wander Beauty continue to optimize conversion rates and improve acquisition and retention efforts. 

    This presentation will address:

    • The use of artificial intelligence and A/B testing to optimize on-site search and browse results

    • Triggered email campaigns that educate customers about purchases and cross-sell related products

    • Targeted segmentation based on on-site browse, search, and purchase behavior

    Learn more
  • 12:35 pm - 12:55 pm

    12:35 pm - 12:55 pm

    Pete Olanday, Retail Practice Leader, Vertex, Inc.

    While indirect tax may seem a common phenomenon in the United States and throughout the world, it is undeniably complicated. Not surprisingly, many businesses are not managing it correctly. There are literally thousands of state and local jurisdictions for tax in the United States. A company’s sales and use tax compliance is complicated already, so the addition of value added tax (VAT) and goods and services tax (GST) can expose unprepared companies to significant risk.

    This presentation by Vertex, Inc. will focus on the new world reality facing global retailers who are seeking to minimize risk and uncertainty in their finance and operations.

    Learn more
  • 12:55 pm - 1:25 pm

    12:55 pm - 1:25 pm

    Adrian Solgaard, Founder & CEO, Solgaard
    Emily Kresnicka, Consumer Sales Team Lead, Bump Boxes
    Tim Murphy, CEO, Branch Basics
    Linh Ho, Co-Founder and CMO, conDati

    The executives on this panel know what is leading the continued direct-to-consumer gold rush. And as they expand, they are building a feedback loop with their customers to be as close to 1:1 as possible to ensure growth. Learn from these D2C players their secrets to success and how they continue to disrupt their verticals.:

    ·        Scaling up and replicating your targeting capabilities to a broader audience

    ·        Pulling learnings from an affinity audience and applying them to a broader audience

    ·        Moving from one type of environment to a broad market

    ·        Building on your strategy of finding affinity groups

    ·        Identifying the implications of going offline to gain scale

    ·        Rethinking segmentation, targeting and marketing as a D2C brand as you scale

    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Ciro Greco, Director, AI, Coveo

    Etail giants run on massive amounts of data and millions of recurring shoppers to deliver the personalized experiences that are now the expected norm. Yet most shoppers do not log into ecommerce sites, and up to 90% return less than 3 times a year. So how can you personalize without the benefit of perfect data? A clue lies in leveraging applied AI and product embeddings to determine a shopper’s intent early in the shopping journey to quickly tailor accordingly.


    In this session, Ciro Greco, Director of Artificial Intelligence at Coveo, will detail ways that you can be successful in using each shopper interaction to create more relevant experiences at scale.

    Learn more
  • 1:45 pm - 2:05 pm

    1:45 pm - 2:05 pm

    Jessica Rolph, Cofounder & CEO, Lovevery
    Roderick Morris, President & Co-Founder, Lovevery

    Focusing on in-house efforts has helped grow Lovevery to what it is today compared to what it was years ago. Join Jessica and Roderick and their lessons as to how working in-house makes for more cognitive diversity, and makes the process of going from concept to design to product much faster. Learn:

    • Working internally which has improved product design and product sourcing for the brand.
    • Focusing on people and mission as the keys to success: make what you’re obsessed with something that matters to you
    • How Lovevery has seen brand love go up with loyal customers
    • Other factors that in-house efforts/focuses have helped improve: content, products, influencer marketing, ad impressions, and more
    Learn more
  • 2:05 pm - 2:25 pm

    2:05 pm - 2:25 pm

    Robert Sullivan, North America AI Solutions Lead, LogMeIn

    Faced with the demands of a rapidly evolving and high-pressure engagement landscape, Retail companies are reassessing their approach and taking a hard look at whether their digital platform has what it takes to meet the needs of their business challenges now and into the future. Our session will take you through a 5-step approach to helping your business mitigate current pains and future proof of their engagement strategy. 

    The 5 phases we will discuss are: 

    1.   Fortify your digital self-service 

    2.   Amplify your digital support 

    3.   Empower your employees  

    4.   Optimize your support strategy  

    5.   Evolve to the next level of self-service

    Learn more
  • 2:25 pm - 2:45 pm

    2:25 pm - 2:45 pm

    Alex O'Dell, Founder, Floyd

    We live in a culture of disposability. Plastic straws, IKEA tables, last summer’s trendy crop top... Our retail economy is fueled by a rapid cycle of “new and improved” - we produce, they purchase, we produce something better, they toss + repurchase. But do the economic rewards outweigh the environmental impact? 


    The EPA estimates that more than 10M tons of furniture is tossed out in U.S. landfills annually. Alex O'Dell launched Floyd with co-founder Kyle Hoff back in 2014 because they thought that was absolutely crazy. Tired of seeing sofas sitting out on their city sidewalks, Alex and Kyle set out on a mission to design truly sustainable products that are made to last a lifetime - not a lifestage. In this presentation, Floyd Co-Founder and COO Alex O'Dell will explore deep sustainability beyond greenwashed marketing and reveal how communicating this authentic mission to customers has grown Floyd's early cult-following into a substantial eight-figure business.

    Learn more
  • 2:45 pm - 3:05 pm

    2:45 pm - 3:05 pm

  • 3:05 pm - 3:10 pm

    3:05 pm - 3:10 pm

All of the Major Players in One Place:

Word on the Street

Insights for Growth

“This event is the blend of amazing people, companies and location to make lifelong connections, to learn about trends in the eTail  space and best of all to grow your business and take it to the next level.”

Matt Storms, SEO Strategist

An Open Idea Exchange

"eTail brings the best of the best in the industry together enabling an open exchange  of content and expertise with real–life ideas and solutions to optimize the value of technology.”

Ruth Crowlet, VP, Customer Experience Design

World Class Content

“eTail is hands down the best conference I’ve ever been to. Everything from the quality of  speakers, to the highly engaging events and networking was world–class.”

Bogdan Constantin, CEO

Our Audience Breakdown

Let’s Connect & Create A Custom Experience


Hi, I'm Chet, the Sponsorship Director for eTail Virtual Event: Win the CX Battle. Reach out by clicking the button below and someone from my team will be in touch within 24 hours. Looking forward to connecting!

Leading Content. Zero Cost. Zero Travel.

Hear Firsthand From Seasoned Innovators, at Zero Cost

Listen to leading experts for an honest, unbiased view of what works now and where the future is headed. Every single session is totally free. This is major value at zero cost.

Get Solutions To Your Most Pressing Problems, Always

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the industry forward. If you can't make all of the sessions, no biggie. Everyone registered gets a copy of the on-demand sessions

Watch From Your Own Home, No OOO Needed

Since the event has multiple sessions, you select the material that makes the most sense for you.  Listen in during the live broadcast, or access the session on demand later—once you register, it’s up to you! Enjoy all the perks of a live event while saving travel budget and PTO days.

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How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!