Michael Durbridge

Omni Channel Director
B&Q

Mike Durbridge is the Omni Channel Director 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. Prior to joining B&Q in March 2013, Mike spent three years leading the Retail, Online and Contact Centre channels at Vodafone UK, creating the first multichannel operation for Vodafone. Mike has had a variety of marketing, sales, commercial and operational leadership roles in telecom, financial services and mail order businesses over the course of his career and is a strong believer that the key to commercial success for modern retailing is to ensure that customers, enabled by choice and simplicity, are placed at the heart of any business.

Check out the incredible speaker line-up to see who will be joining Michael.

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Day 2

Friday, November 6th, 2015

14:29 Chairperson's Opening Remarks

16:00 Encouraging The Retail & In-Store Staff To Embrace Online Adoption

How Do You Make Sure Staff Don’t Think They Are Hurting Their Channel? How Do You Incentivise Them To Encourage Digital Adoption?

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.