22 - 24 June, 2014
Queen Elizabeth II Conference Centre, London, United Kingdom
07:20 - 08:00 Breakfast & Registration in the Benjamin Britten Lounge
08:05 - 08:45 Opening Panel: Differentiating Yourself in A Highly Competitive WorldXavier de Lecaros-Aquise - COO and Co-Founder Girl Meets Dress Julian Baker - Cross Channel Marketing Director White Stuff Adrien Nussenbaum - Co-Founder Mirakl Franck Zayan - President of eCommerce Conde Nast Ian Chambers - Chief Digital Officer GAME
o Discovering how to maintain a USP when differentiating factors are becoming hygiene
o Determining how technology can enable a better experience
- If everyone has same technology, how do you improve?
- Cannot have best price, biggest range and great service and make money
- How do you best optimise that and where do you fit?
- How well do you know your customer?
- Do you understand their habits?
- What makes them drop out?
Xavier de Lecaros-AquiseCOO and Co-Founder
Girl Meets Dress
Julian BakerCross Channel Marketing Director
Franck ZayanPresident of eCommerce
Ian ChambersChief Digital Officer
09:10 - 09:50 Delivery PANEL: Delivery Experience – A Key Driver For On-Line Retailers GrowthJon Asbury - Multi Channel Director Go Outdoors Maxim Romain - General Manager, European Business Wayfair Mark Robinson - Customer Delivery Operations Director John Lewis
o What delivery options do you currently offer? What should we be offering?
- Determining which partners to engage with
o Couriers/services? Click & collect? Collect ? Shutl?
- Linking online with in-store through click & collect
o Discussing how to make this work practically with real time inventory levels
o How can customers be upsold when in-store?
- Improving the customer experience:
o How do you have a better impact on returns/refunds?
o How do we create a good experience behind the scenes? Customer is king
o How do you entice customer to go above free delivery?
o How do you operate in a world with a demanding customer
Jon AsburyMulti Channel Director
Maxim RomainGeneral Manager, European Business
Mark RobinsonCustomer Delivery Operations Director
09:50 - 10:10 PUMA Kick-Starts Digital Commerce InternationallyAndreas Hindelang - Head of eCommerce, EEA & EEMEA Puma
Andreas HindelangHead of eCommerce, EEA & EEMEA
10:10 - 10:30 Creating An Environment That Allows You To Be More Flexible, Test Things At A Much Easier Rate And Lower CostJonathan Wall - Director of eCommerce Shop Direct Group Ltd
• Moving from 1 test a year to 100 a year. Find out how Shop Direct has developed a nimble and robust testing environment
• How does Shop Direct use Experimentation to drive results from its testing program
• Bringing the customer to the heart of our business through our new UX Labs
• Case Studies of successful tests
Jonathan WallDirector of eCommerce
Shop Direct Group Ltd
10:30 - 11:00 Morning Networking Break In The Solutions Zone
11:00 - 11:20 TED GUEST SPEAKER PRESENTATION: Lessons From An Ad ManRory Sutherland - Executive Creative Director Ogilvy & Mather
Rory Sutherland stands at the center of an advertising revolution in brand identities, designing cutting-edge, interactive campaigns that blur the line between ad and entertainment. He joined Ogilvy & Mather's planning department in 1988, and became a junior copywriter, working on Microsoft's account in its pre-Windows days. An early fan of the Internet, he was among the first in the traditional ad world to see the potential in these relatively unknown technologies.
An immediate understanding of the possibilities of digital technology and the Internet powered Sutherland's meteoric rise. He continues to provide insight into advertising in the age of the Internet and social media through his blog at Campaign's Brand Republic site, his column "The Wiki Man" at The Spectator and his busy Twitter account.
Rory SutherlandExecutive Creative Director
Ogilvy & Mather
11:20 - 11:50 How Internet Icon Shutterfly Grew its Organic SearchDarren Johnson - Head of Sales BloomReach Mitra Naeimi - Sr Director, Internet Marketing Shutterfly
Darren JohnsonHead of Sales
Mitra NaeimiSr Director, Internet Marketing
11:50 - 12:20 PANEL: Restructuring Organisations To Be More Customer Centric & Move Away From Siloed P&L Channels How Can You Educate The C-Suite To Think More Like The Customer?Andy Harding - Director of eCommerce House of Fraser Lynn Ritson - Brand Communication Director Karen Millen Simon Harrow - Digital Investor, Haatch and CEO, Elevaate Haatch Harry Parkes - Director of Consumer Analytics VisualDNA
Andy HardingDirector of eCommerce
House of Fraser
Lynn RitsonBrand Communication Director
Simon HarrowDigital Investor, Haatch and CEO, Elevaate
Harry ParkesDirector of Consumer Analytics
12:20 - 12:50 Personalisation: From Theory to PracticeAlex Henry - EMEA Director of Client Solutions Monetate Rob Tucker - Head of Digital Media QVC UK
12:50 - 13:30 PANEL: How To Identify, Understand & Glue Together Customer Multi-Channel JourneysNeil Sansom - eCommerce Director Moss Bros Group Plc Stuart Bye - Head of Online Sales BSkyB Ulrik Bo Larsen - Founder & CEO Falcon Social Claire Devonport - General Manager Vouchercodes
o How do you break down online/offline, presales/aftersales, monochannel/multichannel?
• Understanding how to evaluate the different points of the customer journey & measure it
• Determining if there is one or many customer journey types and how to treat each one
• Allocating and managing budgets
o What role does the customer journey play in this?
o How does mobile fit into the idea?
Neil SansomeCommerce Director
Moss Bros Group Plc
Stuart ByeHead of Online Sales
Ulrik Bo LarsenFounder & CEO
Claire DevonportGeneral Manager
Track B: Personalisation14:29 - 14:30 Chairperson's Opening Remarks Charles Whiteman - Senior Vice President Client Services Motionpoint
Track B: Personalisation14:30 - 15:00 Leveraging 1:1 Leapfrog Personalisation Technology to Drive Incremental Revenue Chad Westleigh - Lead Manager, Digital Marketing & Analytics Alex and Ani Cassie Lancellotti-Young - VP Optimisation Sailthru
Join Cassie Lancellotti-Young, VP of Data Optimisation and Analytics at Sailthru, the only consumer interest-based automated personalisation platform, and Chad Westleigh, Lead Manager, Digital Marketing & Analytics at Alex & Ani, an Inc. 500 Company with retail stores domestically and internationally, to talk about this new era in how brands communicate with their individual customers to give them what they want, when they want it and transform revenue generation through personalisation. Take valuable lessons from this retail innovator and learn why the C-level consider and recognise the strategic importance of such leapfrog technology.
Chad WestleighLead Manager, Digital Marketing & Analytics
Alex and Ani
Cassie Lancellotti-YoungVP Optimisation
Track C: Site Measurement & Optimisation14:30 - 15:00 What retailers need for the ultimate personalisation and optimisation strategy Daniel Martin - Principal Consultant for Retail Maxymiser Matthew Curry - Head of eCommerce Lovehoney
You’ll hear how Lovehoney has become a truly customer centric business through a combination of both testing and personalisation, and how to implement this into your own working day.
Daniel MartinPrincipal Consultant for Retail
Matthew CurryHead of eCommerce
Track A: Integrating Online & Offline Worlds15:00 - 15:30 Proximity: Retail Weapon Of Mass Seduction? Sean McKee - Head of E-Commerce and Customer Services Schuh
Sean will look at examples of how nearness in all its forms is affecting the way Schuh sees its interaction with customers, and where he sees real value being delivered in the next couple of years. He will touch on:
- Context: how SoLoMo has permanently altered the picture
- Interaction with the technologically-enabled customer – from digital interfaces to search to the respective roles of pull and push messaging. Does a more personal relationship drive improved results?
- Fulfilment: speed, location and the role of stores. What does fit-for-purpose now look like?
- Defining the KPIs of retailing between now and 2020
Sean McKeeHead of E-Commerce and Customer Services
Track B: Personalisation15:00 - 15:30 Getting To Grips With Different Approaches To Customer segmentation To Determine Which One Makes Sense For Your Business Paul Kendrick - Marketing Director JD Williams
This session will look at:
• Getting to grips with the best tools you should use to structure data from areas including Facebook chatter, social, airline data, transactions and marrying those to draw meaningful insights
• Implementing personalised & segmented campaigns to create a greater customer experience
o How does it look from an organisational perspective?
o How do you create a consistent campaign?
o Does personalisation sit alongside traditional segmentation or replace it?
• One segmentation model alone is unlikely to suffice- this session will show the different areas JD Williams considers
Paul KendrickMarketing Director
TRACK A: Integrating Online and Offline Worlds15:30 - 16:00 The Future of Crypto-Currencies Oliver Eckel - CEO Cognosec
2. Security Implications
2.1. Utilizing Open-Source Software
2.2. A High-Value Target
2.3. Legal Implications
2.3.1. Money Laundering
2.4. Need for Expert Guidance
3.1. It is “The Internet of Money"
3.2. High Demand
3.2.1. Low Transaction Fees
3.2.2. Low overhead
3.2.3. Few Regulatory Restrictions
4.1. Crypto-currencies are in their infancy
4.2. Netflix and Blockbuster Anecdote
4.2.1. Silly to Ignore the Future
4.3. Problems can be Managed
4.4. Crypto-currencies are here to stay.
Track B: Personalisation15:30 - 16:00 International eCommerce Lessons Learned Kate Smyth - E-Commerce Director The Dune Group Charles Whiteman - Senior Vice President Client Services Motionpoint Neil Landon - CTO Feelunique.com Jack Smith - Group Digital Director New Look
Kate SmythE-Commerce Director
The Dune Group
Jack SmithGroup Digital Director
Track C: Site Measurement & Optimisation15:30 - 16:00 Incremental Sales Through Better Fraud Detection Don Bush - VP, Marketing Kount
Don BushVP, Marketing
One of the greatest challenges omni-channel retailers face is convincing their store staff that they are not cannibalising their sales. It requires a lot of effort to get store staff involvement, in order to be on par for what customers want.
The winners will be those that work closely with in-store staff, find out their needs and work together so they see digital can help, rather than hurt their sales.
Mike Durbridge is Director of Omni Channel at B&Q. Mike is accountable for online, contact centres and retail technology, whilst defining the customer strategy of the business to become an omni channel retailer. He will share his experiences from Vodafone, as well as how B & Q is trying to tackle this challenge.
Track B: Personalisation16:00 - 16:30 A Single View Of The Customer: How to Create it and What To Do With It Iain MacDonald - Multi-channel Marketing Director Crew Clothing Company
The simplest approach Iain thinks about is customer groups, and the two that matter most are (i) previous shoppers and (ii) first time shoppers. It’s all about getting past customers to shop again and attracting first timers. All the talk about channels, catalogues, stock planning, product design etc. comes down to making those two things happen. If you focus on that ahead of everything else, the rest will fall into place much more easily.
In this session he will talk about this strategy by covering:
• Simple aims, not so simple solutions
• Integrating data to give a 'holistic' view of consumers
• Key challenges to overcome
• Tailoring the shopping experience - personalisation strategy
• Tracking and analysing across the channels
Iain MacDonaldMulti-channel Marketing Director
Crew Clothing Company
Track C: Site Measurement & Optimisation16:00 - 16:30 The Role Of Click And Collect And How That Can Compellingly Combine On And Offline Shopping Missions Robin Phillips - Director, eCommerce Waitrose
As the distinction between online and in-store shopping continues to blur, what roles can collection in play in enhancing customer experience whilst driving operational efficiency?
Robin Philips is responsible for driving the growth and development of the Waitrose online proposition through Waitrose.com. He leads a team of over 100 at head office comprising digital, marketing, trading, operational, data ,change, finance and systems experts, who support a wider Business team of over 3,000 fulfilling online shopping through c.150 branches and a dedicated dotcom store. In this session he will share how they have tackled this challenge at Waitrose.
Robin PhillipsDirector, eCommerce