eTail Europe 2016 (past event)

June 21-June 23, 2016

44 20 7368 9465

Retail Reinvention

08:20 AM - 08:50 AM Breakfast & Registration (Located in Britten and Fleming Rooms)

Breakfast & Registration

08:50 AM - 09:00 AM Chairperson’s Opening Remarks (Located in Whittle Room)

Fayez Mohamood, Co-Founder & CEO, Bluecore
Chairperson’s Opening Remarks

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Fayez Mohamood

Co-Founder & CEO
Bluecore

09:00 AM - 09:20 AM Keynote: Retail Innovations & Visions For The Future at River Island

Faye Roth, Head of Customer & Digital IT Delivery, River Island
Plan, Predict, Prosper

The holiday shopping period starting on Black Friday and ending on Boxing Day often represents 30% of an online retailer’s annual sales and can double any comparable period in revenue (RJMetrics). Your success will depend on being ready long before the holidaysit’s never too early to start planning for huge order spikes. In this session, a Top 10 UK retailer outlines their success in proactively working with manufacturers and distributors to find special group buying opportunities, getting product & landing pages ready, planning emails and starting content marketing. You’ll go back to the office with a clear action plan for the 2016 holiday period.

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Faye Roth

Head of Customer & Digital IT Delivery
River Island

09:20 AM - 09:40 AM Keynote: Building A Dynamic Customer Relationship- Getting Ahead Of Customer Expectations Rather Than Falling Behind

Michael Durbridge, Director of Omni-Channel, B&Q
Do You Have The Appetite For Change?

52% of consumers are less likely to buy again after a single bad digital experience. If your customer has to wait longer than a split second for a webpage to load, or if you cannot deliver a rich & seamless multichannel experience, that customer could be lost forever. Perhaps the biggest barriers are our legacy systems, which keep us living in the past. But their replacement requires huge investment and disruption- do you have the appetite for major change?


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Michael Durbridge

Director of Omni-Channel
B&Q
Consumers want personalisation - they want to be shown the right content at the moment when it matters to them most. But delivering personalisation is challenging as it requires lots of data and systems to make the experience between retailers and consumers seamless. In this panel, veteran retail thought leaders will open up the discussion about personalisation and share their thoughts on what works, what has failed them and what they see coming in the next few years.

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Michael Durbridge

Director of Omni-Channel
B&Q
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Michael Schirrmacher

Managing Director
BloomReach
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Tony Rivenell

Chief Digital Officer
Halfords
How To Adapt eCommerce, IT, Operations & Warehousing To Get The Product Into The Customers Hands

Same-day-shipping services are changing consumer behavior, and fast. With Amazon & Google making big delivery plays, the clock is ticking on traditional retailers who need new ways to lure customers. In this new world, speed of ordering and speed of delivery is the name of the game. So, what will become the new delivery expectation in 2016? Same day home delivery? Reserve and collect next day instore? This panel is actively investing to answer this question and close their stock fulfillment gaps:

• How much will it cost & does incremental loyalty increase ROI from a same-day delivery program?
• How can you make the delivery experience come to life in a way that is commercially sustainable?
• Do you have the demographic and customer base to support next day delivery?
• Is there a magic fix for predictive management of stock?


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Jon Asbury

Multichannel Director
GO Outdoors
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Neil Sansom

CEO
Wool Overs
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Jon Lane

COO
Surfdome
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Alex Watson

Head of Global Transport
Superdry

10:40 AM - 11:00 AM Customer Story: Getting The Most From Your Customer Data And Marketing Spend To Create Long Term Revenue

Ross Halliday, Regional Sales Director, UK, Nordics and BENELUX, Emarsys Zak Edwards, Managing Director, Prezzybox
Hear about an exciting new technology from this solution provider and Retail client.

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Ross Halliday

Regional Sales Director, UK, Nordics and BENELUX
Emarsys

Zak Edwards

Managing Director
Prezzybox

11:00 AM - 11:45 AM Morning Espresso Networking Break (Located in Britten and Fleming Rooms)

Head into the Exhibit Hall to play an exciting game of Deal Or No Deal. You’ll go head-to-head with other attendees, and win instant cash prizes.

11:45 AM - 12:10 PM TED Guest Speaker: The Dark Net- Inside the Digital Underworld

Jamie Bartlett, Author, The Dark Net: Inside the Digital Underworld
Beyond the familiar online world that most of us inhabit lies a vast network of sites, communities and cultures where freedom is pushed to its limits. A world that is as creative and complex as it is dangerous and disturbing. A world that is much closer than you think. In this session, Jamie gives a revelatory examination of the internet today, and of its most innovative and dangerous subcultures. You’ll get a glimpse of human nature under the conditions of freedom and anonymity, and shine a light on this enigmatic and ever-changing world.

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Jamie Bartlett

Author
The Dark Net: Inside the Digital Underworld

12:10 PM - 12:30 PM Keynote: Go Global – Be Local: How To Achieve Effective International Expansion

Miles Paterson, Commercial Director, Global-e Neil Edwards, Managing Director International, Griffin Technology
Hear about an exciting new technology from this solution provider and Retail client.

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Miles Paterson

Commercial Director
Global-e
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Neil Edwards

Managing Director International
Griffin Technology
The first generation of digital store initiatives produced less than stellar results, leaving retailers to pause and rethink their digital store strategies. But a handful of market leaders are operationalising digital store initiatives that act as lighthouses to the rest of the industry, showing a glimpse of what’s possible with the right strategy. Hear from four retailers who are adding offline data to online data, and using offline triggers to drive online sales:

• Identifying shoppers instore to sharpen the single view of the customer
• Transitioning instore systems to drive engagement rather than just keep records
• Tracking efficiency of all offline and online investments


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Francis Nicholas

Group Head of eCommerce
Iglo Group
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Neil Mcgowan

Technology Director
Maplin
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Dan O’Sullivan

Head of eCommerce
Ocado/Marie Claire Beauty
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Stuart Lee

Manager, eCommerce
Bonmarche

1:05 PM - 1:30 PM Cut, Clarity, Color, Communication: A Blue Nile Case Study

Fayez Mohamood, Co-Founder & CEO, Bluecore Jon Sainsbury, Chief Revenue Officer, Blue Nile
Hear about an exciting new technology from this solution provider and Retail client.

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Fayez Mohamood

Co-Founder & CEO
Bluecore
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Jon Sainsbury

Chief Revenue Officer
Blue Nile

Networking Lunch

1:30 PM - 2:35 PM Networking Lunch (Located in Britten Room)

Networking Lunch for all Attendees

Private Lunch

1:30 PM - 2:35 PM Private Lunch Hosted By TinyClues

This invitation-only private lunch workshop is an opportunity to learn about how Tinyclues’ predictive marketing platform enables e-commerce and retailers to improve their CRM campaigns and generate around 30% incremental revenue. In a few simple clicks, you can detect the most relevant audience for any specific marketing message, making it possible to reach unparalleled targeting and engagements levels in the customer relationship.


Track A: Blurring Instore & Online (Located in Whittle Room)

2:35 PM - 2:40 PM Chairperson’s Opening Remarks

Miles Paterson, Commercial Director, Global-e
Chairperson’s Opening Remarks

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Miles Paterson

Commercial Director
Global-e

Track B: Data & Analytics (Located in Westminster Room)

2:35 PM - 2:40 PM Chairperson’s Opening Remarks

Timo von Focht, Country Manager D-A-CH, TagCommander
An executive from TagCommander.

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Timo von Focht

Country Manager D-A-CH
TagCommander

Track C: Omnichannel Engagement (Located in St. James Room)

2:35 PM - 2:40 PM Chairperson’s Opening Remarks

Ross Halliday, Regional Sales Director, UK, Nordics and BENELUX, Emarsys
Chairperson’s Opening Remarks

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Ross Halliday

Regional Sales Director, UK, Nordics and BENELUX
Emarsys

Track A: Blurring Instore & Online (Located in Whittle Room)

2:40 PM - 3:00 PM Success Story: Digital Platforms For Connected Customer Experiences Instore & Online

Russell Harte, Group Technology Director, DFS
Follow Russell’s example to:

• Delivering on digital experiences instore
o Enabling product visualisation through digital signage, to improve sales conversion
o Extending the range through in-store kiosks
• Driving buy-ready customers in-store by enhancing the digital and online experience and live video engagement
• Benefiting through customer generated content and shoppable media



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Russell Harte

Group Technology Director
DFS

Track B: Data & Analytics (Located in Westminster Room)

2:40 PM - 3:00 PM Restructuring & Transforming A Traditional Retailer Around The Customer

Stephen Langford, eCommerce Director, ASDA
Should We Recognize The Customer At Every Touchpoint?



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Stephen Langford

eCommerce Director
ASDA

Track C: Omnichannel Engagement (Located in St. James Room)

2:40 PM - 3:00 PM View From The Chief Commercial Officer: Bring Your Brand To Life Through All Channels

Lysa Hardy, Chief Commercial Officer, Holland & Barrett International
Best known for creating the highly successful and award winning flashmob TV ad ‘Liverpool Street Dance’ while at T-Mobile, Lysa is now using her multichannel expertise to bring the Holland & Barrett brand to life. Each day, Lysa is defining the digital customer experience proposition and transforming insights into action:

• Keeping the brand strong with older customers while responding to expectations of the younger generation
• Developing a product roadmap to deliver sustainable long-term change
• Delivering key projects with the customer front of mind


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Lysa Hardy

Chief Commercial Officer
Holland & Barrett International

Track A: Blurring Instore & Online (Located in Whittle Room)

3:00 PM - 3:20 PM How Evans Cycles Evolved Their Shopping Experience In Partnership With SDL

Ben Hart, eCommerce Director, Evans Cycles
Hear about exciting new technology from a solution provider and a Retail client.

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Ben Hart

eCommerce Director
Evans Cycles

Track B: Data & Analytics (Located in Westminster Room)

3:00 PM - 3:20 PM Optimising Global Content In An Agile Age

Mark Elkin, VP Solution Consulting, Smartling
Hear about exciting new technology from an Executive from Smartling.

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Mark Elkin

VP Solution Consulting
Smartling

Track C: Omnichannel Engagement (Located in St. James Room)

3:00 PM - 3:20 PM Solution Provider Showcase from Pitney Bowes

Gregg Zegras, SVP, Global eCommerce, Pitney Bowes
Hear about an exciting new technology from this solution provider.

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Gregg Zegras

SVP, Global eCommerce
Pitney Bowes

Track A: Blurring Instore & Online (Located in Whittle Room)

3:20 PM - 3:40 PM Omnichannel Ship From Store

Martin Gill, VP, eCommerce, Forrester Research
Delivering a fast and convenient payment portal has been top of the retail agenda for the past five years. We’ve seen countertops, mobile terminals, tablets and countless cash register combinations come and go. So what is the latest thinking on the high street? And crucially, will we see mass industry scale-up of a certain technology within the next 12 months, or just another year of deliberations? Martin’s role at Forrester answer is to answer that question and prepare eTailers for the year ahead:

• Conduct a cost benefit analysis of instore mobile payments
• Use the payment portal to collect accurate customer data and tailor promotions accordingly
• Offer a seamless solution for mobile, online and instore transactions to accept any type of payment, anywhere in the world


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Martin Gill

VP, eCommerce
Forrester Research

Track B: Data & Analytics (Located in Westminster Room)

3:20 PM - 3:40 PM Case Study Revolution: Going Global Through Localized Pages And Custom Content

Tami Ostmark, Director of Global Business Marketing and Operations, Overstock.com
Join us for a Case Study Revolution from a leading retailer.


Tami Ostmark

Director of Global Business Marketing and Operations
Overstock.com

Track C: Omnichannel Engagement (Located in St. James Room)

3:20 PM - 3:40 PM Case Study Revolution: How to Build A Strong Culture Of Innovation

Chiara Bello, Creative Director & Chief Happiness Officer, DeinDeal
Join us for a Case Study Revolution from a leading retailer.

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Chiara Bello

Creative Director & Chief Happiness Officer
DeinDeal

Track A: Blurring Instore & Online (Located in Whittle Room)

3:40 PM - 4:00 PM Solution Provider Showcase from Straker Translations

Hear about an exciting new technology from An Executive from Straker Translations.

Track B: Data & Analytics (Located in Westminster Room)

3:40 PM - 4:00 PM Case Study Revolution: Going Global Through Localized Pages And Custom Content - Continued

Join us for the second half of Case Study Revolution: Going Global Through Localized Pages And Custom Content.

Track C: Omnichannel Engagement (Located in St. James Room)

3:40 PM - 4:00 PM Case Study Revolution: How To Build A Strong Culture Of Innovation - Continued

Join us for the second half of Case Study Revolution: How To Build A Strong Culture Of Innovation.


4:00 PM - 4:40 PM Afternoon Mimosa Networking Break (Located in Britten and Fleming Rooms) - Your Last Chance To Meet The Exhibitors!

Head to the Exhibit Hall to play an exciting game of Deal Or No Deal. You’ll go head-to-head with other attendees, and win instant cash prizes.

Track A: Blurring Instore & Online (Located in Whittle Room)

4:40 PM - 5:00 PM The Touchpoint Of Interaction, Design & User Experience

Dr. David Benyon, Director, Centre for Interaction Design, Edinburgh Napier University
Professor Benyon has worked in the area of human-computer interaction (HCI) and interaction design for over 25 years, publishing one of the first ever books written on the subject in 1994. In this stimulating session, Dr. Benyon reveals the key components of designing blended instore spaces in the age of augmented reality & the internet of things. What are the short and long term impacts of these technologies on user requirements, desires and experience?

• Towards harmonious design of physical and digital spaces through speech, touch and gesture
• Cutting across language, literacy and other barriers to making effective use of the latest information technologies


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Dr. David Benyon

Director, Centre for Interaction Design
Edinburgh Napier University

Track B: Data & Analytics (Located in Westminster Room)

4:40 PM - 5:00 PM Future Of Retail - Game Changers For Retail Revolution

Damian Otwinowski, Retail Director, Watches of Switzerland
There are no square footage constraints online. Retail space is endless. So coming up with ways to showcase the full catalogue was a huge challenge for Watches of Switzerland. Damian and his team are achieved this by incorporating digital instore elements in ways that add value without adding gimmicks.

Top takeaways include:
• Use your store as an engagement tool, rather than a ‘hard-sell’ space
• Use your store as a testing ground, rather than a full showroom
• Make the most of instore POS to convert the sale on the spot


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Damian Otwinowski

Retail Director
Watches of Switzerland

Track C: Omnichannel Engagement (Located in St. James Room)

4:40 PM - 5:00 PM Delivery Expectation Vs. Reality

Maxime Taieb, Director, eCommerce, Carrefour
In this new world, speed of ordering and speed of delivery is the name of the game. So, what will become the new delivery expectation in 2016? Same day home delivery? Reserve and collect next day instore? Here Maxime explains how to ensure that your fulfillment policy is well communicated to your customer and internal teams.
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Maxime Taieb

Director, eCommerce
Carrefour

Track A: Blurring Instore & Online (Located in Whittle Room)

5:00 PM - 5:30 PM Understanding What Your Customer Sees Through Net Promoter Score, Interview Feedback, Customer Service Desk & More

Ward Van Duffel, VP, Direct to Consumer EMEA, LEGO
People are very helpful, given half a chance. Your customers will tell you what they want and how to make your site work better, if you’ll just let them. For Ward, surveys are the secret, with the focus on insight, conversation and action. And for LEGO, keeping the customer central in this way has created an incredible connection between the brand and customer. Here Ward highlights his most recent successes in LEGO customer feedback:

• Directing your limited customer feedback resource to the most effective methods
• Rectifying problems before your customer publicises their bad experience via social media.
• Identifying your brand promoters early and keeping them loyal


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Ward Van Duffel

VP, Direct to Consumer EMEA
LEGO

Track B: Data & Analytics (Located in Westminster Room)

5:00 PM - 5:30 PM Case Study Revolution: Future Of Retail- Game Changers For Retail Revolution - Continued

Come hear the remaining 20 minutes of Damian's "Case Study Revolution: Future Of Retail Revolution".

Track C: Omnichannel Engagement (Located in St. James Room)

5:00 PM - 5:30 PM Case Study Revolution: Balancing The Right Delivery Options With The Rest Of Your Customer Proposition

Steve Robinson, Fmr. CEO, ACHICA
Delivery has come a long way since the early days of eCommerce, but customers are constantly demanding more flexibility, traceability and speed in their delivery options. As a membersonly online store, ACHICA has always invested significantly in understanding it’s members behaviour- in 2016, this means understanding delivery as a differentiator. Steve will break through the buzzwords to explain:

• How the UK delivery landscape is changing, and which classleading 2016 services will become 2017 hygiene factors
• How to implement premium services that customers actually want
• How to avoid choice paralysis for the user, against a backdrop of several options


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Steve Robinson

Fmr. CEO
ACHICA

5:30 PM - 11:59 PM Close Of Retail Reinvention Day

Close Of Retail Reinvention Day