Transforming Your Business Through Customer Obsession

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)

Dave Walters, Strategic Marketing Evangelist, IBM
Chairperson’s Opening Remarks

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Dave Walters

Strategic Marketing Evangelist
IBM

09:00 AM - 09:20 AM Keynote: Will The Internet Destroy The High Street?

Brian McBride, Chairman of ASOS, Former CEO Amazon.co.uk
Are You Customer Obsessed?

How is the high street transforming? And how do you measure the impact of digital? Brian believes that central to the reorganisation of your store, platforms and processes is the imperative to make the customer’s life easier. In this session, you’ll hear how ASOS is embracing major external and internal change, keeping the customer front of mind and earning company-wide commitment to digital strategy.

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Brian McBride

Chairman of ASOS
Former CEO Amazon.co.uk

09:20 AM - 09:40 AM Keynote: Digital Disruption And The Sharing Economy: How To Apply AirBnB’s Customer-Centric Mindset In Your Company

James McClure, GM, UK & Ireland, Airbnb
Airbnb’s dramatic disruption of the hospitality industry was made possible by the company’s singular focus on becoming a community-led superbrand. The customers – both hosts and guests – are at the very heart of the brand, meaning Airbnb doesn’t just talk about customer centricity, they live and breathe it. With insight into one of the fastest growing digital brands, James will take you on the Airbnb journey and offer valuable lessons that can be applied in the retail environment.

• The Sharing Economy: some myths to debunk
• The rise of experiential marketing and how it has shaped our brand
• Inside the AirBnB customer’s journey
• Data overload: how to prioritise
• How to develop a customer-obsessed culture in your company


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James McClure

GM, UK & Ireland
Airbnb

09:40 AM - 10:00 AM Keynote: How To Overcome the Epidemic Of Web Page Obesity

Andrew Bartlam, VP, EMEA, Instart Logic
It’s No Longer About Disruption, It’s About Enhancement

Learn how web performance impacts your business and brand experience as you innovate to meet your customers demands. Everything you don’t know about mobile performance might be slowing you down. It’s possible to have your ‘heavy’ website and still be fast.

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Andrew Bartlam

VP, EMEA
Instart Logic

10:00 AM - 10:20 AM Keynote: What Was, What Is & What Will Be- How To Plan For Your Digital Future

Matt Poole, Head of Omnichannel Product, Boots
Old Realities Persist While New Realities Are Still Half-Baked

Hear the inside story on how one of the most iconic brands on the UK High Street gradually builds its digital proposition and sets its agenda to anticipate future growth. Stores are still very much alive, so one of Robin’s key daily questions is, “How can digital and physical work hand in hand?” Future proofing involves blurring the online and offline, bringing a data-driven strategy to storefronts and inspiring marketing, trading, operational, data, change and systems experts to share a common vision of the future. Matt shows you how.


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Matt Poole

Head of Omnichannel Product
Boots

10:20 AM - 10:40 AM Keynote: The Power To Personalise Is Now Yours

Adrian Moss, Retail Business Director, Monetate
Hear about an exciting new technology from this solution provider.

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Adrian Moss

Retail Business Director
Monetate

10:40 AM - 11:25 AM Morning Espresso Networking Break (Located in Britten and Fleming Rooms)

Head into the Exhibit Hall to play an exciting game of QuizUp. You’ll go head-to-head with other attendees, and win instant cash prizes.

Track A: Engagement & Agility (Located in Whittle Room)

11:25 AM - 11:30 AM Chairperson's Opening Remarks

Andrew Hackett, Director - EMEA, Motionpoint
Chairperson’s Opening Remarks

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Andrew Hackett

Director - EMEA
Motionpoint

Track B: Customer Journey & Personalisation (Located in Westminster Room)

11:25 AM - 11:30 AM Chairperson’s Opening Remarks

Dave Walters, Strategic Marketing Evangelist, IBM
Chairperson’s Opening Remarks

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Dave Walters

Strategic Marketing Evangelist
IBM

Track C: Conversion Optimisation & Testing (Located in St. James Room)

11:25 AM - 11:30 AM Chairperson’s Opening Remarks

Andrew Bartlam, VP, EMEA, Instart Logic
Chairperson’s Opening Remarks

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Andrew Bartlam

VP, EMEA
Instart Logic

Track A: Engagement & Agility (Located in Whittle Room)

11:30 AM - 12:00 PM eCommerce Agility- What Is It & Why Does It Matter?

Dave Elston, Digital Director - Europe, C&J Clarks
No matter what kind of platform you’re running and no matter how you’re hosting it, you know that digital commerce often moves too fast. As Head of eCommerce at a Top 20 UK retailer, Dave finds that ‘agility’ is just another part of his job description. Here he reveals his secrets on how to:

• Quickly adopt innovative site features & capabilities
• Gain expedited access to new customers and new geographies
• Continually engage customers with relevant and timely content


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Dave Elston

Digital Director - Europe
C&J Clarks

Track B: Customer Journey & Personalisation (Located in Westminster Room)

11:30 AM - 12:00 PM Restructuring Fireside Chat: Creating The Customer Centric Company

Julian Burnett, CIO, House of Fraser Stuart McMillan, Deputy Head of eCommerce, Schuh
So, what distinguishes customer-centric organisations from other companies that proclaim their customer focus? In short, they ’ve moved beyond lip service and re-oriented their entire operating model around the customer, increasing their own profitability in the process. Join four panelists who have strong understanding of not only what the customer values, but also the value the customer represents to their bottom line:

• How to define the customer experience, then deliver it in a channel agnostic way
• Understanding what actually motivates your customer, then reorganising the company to make their life easier
• Using the wealth of data at your disposal to create an experience that goes above and beyond customer expectation
• Becoming customer centric to catch up with Amazon & other disruptive competitors



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Julian Burnett

CIO
House of Fraser
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Stuart McMillan

Deputy Head of eCommerce
Schuh

Track C: Conversion Optimisation & Testing (Located in St. James Room)

11:30 AM - 12:00 PM A Travel Perspective On Omnichannel Retailing

Graham Cook, Group Head of Digital Operations, Thomas Cook
The holiday booking experience is complex with a lot of data and information, and having an omnichannel presence further increases the complexity of any service offering to the customer. As Head of Thomas Cook’s Digital Delivery team, Graham role is to reduce this complexity, while bringing differentiation to the digital road map. Here he shares his viewpoint on:

• The potential of the travel and tourism industry to embrace the currently underutilised opportunities of the evolving technological landscape
• Embedding a ‘high tech, high touch’ culture to create sustainable growth


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Graham Cook

Group Head of Digital Operations
Thomas Cook

Track A: Engagement & Agility (Located in Whittle Room)

12:00 PM - 12:20 PM How To Increase Your Customer Engagement And Generate Incremental Revenue From Your Push Marketing Campaigns With Tinyclues

David Bessis, Founder & CEO, Tinyclues Elsa Rabaux, CRM Manager, Sarenza
Discover how major (r)e-tailers identify in a few clicks the most relevant audience for any given message, send new campaigns that were once impossible, and make spectacular incremental gains.

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David Bessis

Founder & CEO
Tinyclues
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Elsa Rabaux

CRM Manager
Sarenza

Track B: Customer Journey & Personalisation (Located in Westminster Room)

12:00 PM - 12:20 PM Creating Customer Segments For Website Optimisation

Ana Sanandres, Senior Retail Strategist, Qubit Howard King, Head of Customer Insight, Arcadia
Hear about an exciting new technology from this solution provider.

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Ana Sanandres

Senior Retail Strategist
Qubit

Howard King

Head of Customer Insight
Arcadia

Track C: Conversion Optimisation & Testing (Located in St. James Room)

12:00 PM - 12:20 PM Eliminating The “Creepy Factor” In Online Engagement

Richard Sharp, CTO, Yieldify
How Semantic Knowledge Of User Interactions Can Build Meaningful Relationships

Learn how to increase engagement and revenues from personalization while avoiding the creepiness factor.



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Richard Sharp

CTO
Yieldify
Corporate leaders and hiring executives are seeking guidance on the kind of talent they need to lead their eCommerce businesses. Regardless of business size, the essential hiring questions are similar. Should the Head of eCommerce report directly to the C-suite? And will that person command a dedicated team? Each with over 10 years digital experience, this panel explains the ins and outs of:

• Slotting the best & brightest marketing, technology & fulfillment staff into a fast paced, liquid organisation
• Creating high-performing digital teams that embrace databased experimentation
• Balancing the expectations & habits of new millennial employees vs. baby boomers
• Allocating external resource during seasonal spikes in demand, including Black Friday & Boxing Day


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Lynn Sawyer

eCommerce Director
Cath Kidston
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Matt Pollington

Global Digital Director
SurfStitch Group
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Maxime Taieb

Director, eCommerce
Carrefour
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Charles Whiteman

SVP, Client Services
Motionpoint
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Sean O'Neill

Director Online Product Development
Tesco

Track B: Customer Journey & Personalisation (Located in Westminster Room)

12:20 PM - 12:50 PM Making It Personal: Tapping Into People & Their Passions

Sarah McVittie, Co-Founder, Dressipi
All of us have access to more data now than any other retailers in history. Our sites track millions of page views, add-to-carts and store look-ups. Every day we receive automated reports about opens, click-throughs, conversions and dozens of other KPIs. But despite access to this rich data, we often lose focus on the humans whose individual actions are summarised in the numbers. In this talk, a Top 20 retailer explains:

• How to find the right balance of analysis and emotion to design best-in-class customer experiences
• The difference between manual customer segmentation vs. rocket science automated algorithms


Sarah McVittie

Co-Founder
Dressipi
As the practice of multichannel attribution attains a certain level of maturity, we are all beginning to make more accurate investment decisions across mobile, desktop, tablet and instore. Each of this morning’s panelists control the interplay between these channels, here outlining their view of a unified platform that manages the fluidity of budget and technology:

• What Weight Is Placed On Each Channel?
• Adjusting your profit and loss statement for a multichannel world
• Attributing offline sales to online advertising- what does the ‘correct’ method actually look like?
• Tracking clicks cross-screen (cross-devices) and customer patterns by device
• Examining tools to identify if your customer is browsing or buying


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David Nefs

Head of Marketing Revenue & Analytics
Secret Escapes
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Joel Christie

Commercial Director
Rocket Fuel
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Christophe Loyce

Head of Analytics, Marketing Services & Platforms
Tesco
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Manlio Sanna

Global Marketing Director
Carlsberg Group

Networking Lunch

12:50 PM - 1:50 PM Networking Lunch (Located in Britten Room) For All Attendees

Networking Lunch for All Attendees

Private Lunch

12:50 PM - 1:50 PM myThings & AppsFlyer Private VIP Lunch on Mobile Growth

Shachar Radin-Shomrat, CMO & UK MD, myThings Alex Hamilton, Head of Research, Retail Week Paul Wright, Managing Director, UK, AppsFlyer
During this lunch, Retail Week's Head of Research Alex Hamilton will share the company's latest findings on the state of UK mobile industry and its intersection with retail. This will be followed by a fireside chat on mobile growth chaired by Alex, featuring executives from myThings and AppsFlyer.

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Shachar Radin-Shomrat

CMO & UK MD
myThings
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Alex Hamilton

Head of Research
Retail Week
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Paul Wright

Managing Director, UK
AppsFlyer

Track A: Engagement & Agility (Located in Whittle Room)

1:50 PM - 2:30 PM START-UP FIRESIDE CHAT: The Innovation Mentality- How To Think Differently & Problem Solve In A Fast Paced, Agile Company

Nick Lansley, Author, Startup Mentor & Former Head of Open Innovation at Tesco Labs, Author Alexandra Bell, CEO, Belcurves
Get ready for an eTail first. Every year, our audience asks us “what makes a start-up tick?” and “how do they capitalise on digital from day one?” In this deep-dive conversation, an award winning green energy start-up & brand new boutique fashion house teach you how to reap the rewards of a start-up mentality, by starting lean and staying lean. You’ll come away with completely new ways to think about and approach your current priority projects:

• Outlining the methodology & process of innovation
• Responding to failures in a positive way
• Building a team that is comfortable with being uncomfortable
• Making sure that a culture of innovation permeates the entire organisation


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Nick Lansley

Author, Startup Mentor & Former Head of Open Innovation at Tesco Labs
Author
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Alexandra Bell

CEO
Belcurves

Track B: Customer Journey & Personalisation (Located in Westminster Room)

1:50 PM - 2:30 PM Personalisation PANEL: Unleashing The Power Of Personal To Get The Most Out Of Your Customer Data

Barry Wyse, Director of Commerce, Telegraph Media Group Hannah Mason, Head of Personalisation, Marks and Spencer Sarah McVittie, Co-Founder, Dressipi
According to a recent study from BloomReach, 31% of consumers said they would be more likely to make purchases if they were offered personalised experiences such as product recommendations or tailored content. And as these Elite and Leading UK retailers will attest, the digital footprint left behind by shoppers gives online players a significant lead in this personalisation process. Here the panel share actionable takeaways on how to:

• Create visibility of data from all channels in one place to provide both responsive and predictive customer care
• Drive personalised campaigns via email, social & online and connecting the dots between these vehicles
• Offer one-to-one recommendations
• Personalise for first-time vs. non-first time vs established customer, and for average spend vs. frequency of visit


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Barry Wyse

Director of Commerce
Telegraph Media Group
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Hannah Mason

Head of Personalisation
Marks and Spencer
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Sarah McVittie

Co-Founder
Dressipi

Track C: Conversion Optimisation & Testing (Located in St. James Room)

1:50 PM - 2:30 PM eCommerce Redesign PANEL: Modernising Your Site To Boost Brand Image & Traffic

David Lindsay, Fmr SVP Technology, Farfetch.com Neil Roberts, Head of Digital, Eurostar Kieran Clinton-Tarestad, Global Head of eCommerce, Gant Helen Colclough, Fmr. eCommerce Development Manager, River Island Oliver Tan, CEO, ViSenze
2016 is the year of reorganising, testing and learning. To fully redesign around the customer, many of us are improving both design and functionality of the whole eCommerce experiences. You already know that without redesigning the website/app/store environment on a somewhat regular basis, your branding and sales tools will be out-of-date and conversion rates will likely dwindle. But now it’s time to redesign, what should you consider first and why? Our panelists have blazed a trail and are here to explain what works and what doesn’t:

• Boosting your front-end brand image, traffic, search rankings and sales with minimum back-end headache
• Gaining CTO/CMO buy-in for A/B testing, assigning resource and getting ROI on your investment
• Testing at scale, tracking guest response and making constant adjustments along the way


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David Lindsay

Fmr SVP Technology
Farfetch.com
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Neil Roberts

Head of Digital
Eurostar
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Kieran Clinton-Tarestad

Global Head of eCommerce
Gant
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Helen Colclough

Fmr. eCommerce Development Manager
River Island
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Oliver Tan

CEO
ViSenze

Track A: Engagement & Agility (Located in Whittle Room)

2:30 PM - 2:50 PM Amplify The Customer Experience: The Use of Cognitive Content to Inspire Consumers to Act

Lawrence Whittle, Chief Revenue Officer, Persado
What if there were a way to inspire action from your consumers from every digital impression, every time? Advances in cognitive technologies are giving marketers the ability to leverage cognitively generated content, infused with behavioral preference data, to consistently create engaging messages. Hear how Persado’s Cognitive Content Platform is empoweringdigital marketing teams to generate the most effective communications, at scale, for any audience.

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Lawrence Whittle

Chief Revenue Officer
Persado

Track B: Customer Journey & Personalisation (Located in Westminster Room)

2:30 PM - 2:50 PM Data-Driven Experience Management for Personalisation & Omni-Channel Commerce

Ori Lavie, Vp, Sales, Dynamic Yield
Personalization and Omni-channel commerce are the buzzwords of the year (actually, maybe the last 5 years). Today's eCommerce marketers realize that customers are using all devices to browse, select, and purchase. The zig-zag path of today's shopping behavior makes cross-channel experience synchronization and personalisation a business necessity. In this presentation, Ori Lavie, Dynamic Yield's SVP of Sales, will show you practical examples and easy-to-deploy customer engagement strategies that cut across all your channels. Specifically focused on the marketing and merchandizing teams, Ori will show you the high-impact use cases you should deploy that can have a material impact on your eCommerce revenue within the first 90 days.
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Ori Lavie

Vp, Sales
Dynamic Yield

Track C: Conversion Optimisation & Testing (Located in St. James Room)

2:30 PM - 2:50 PM How Customers Want To Use Mobile For Shopping

Dan Horlor, Enterprise Sales Manager, Klarna
E-commerce isn’t growing, but M-commerce is. And rapidly. With 50% of the traffic originating from mobile devices, the revolution is having an immense impact on e-retailers’ businesses. In the past, many believed that consumers mainly used mobile simply as a channel for marketing or research, and that consumers would carry out actual purchases at their desktop or in physical stores. We now know that this is wrong. People will buy with mobile – if we let them. It is only a matter of providing a great user experience on all devices. Come listen to the keys to increased growth, how to simplify buying.

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Dan Horlor

Enterprise Sales Manager
Klarna

Track A: Engagement & Agility (Located in Whittle Room)

2:50 PM - 3:10 PM Treating Your Website As An Ever-Evolving Asset To Get Ahead Of Customer Expectation

Sam Barton, Head of User Experience, Shop Direct
The latest website craze is A/B testing, which provides valuable insights into user behavior. Used correctly, it can maximise the potential of marketing efforts and increasing your bottom line. Sam’s User Experience team are currently testing headings, images, content, call to action buttons, social media buttons, logos and more to understand the real barriers to a blocked purchase. So what lessons have been learned?

• Successes and failures so far
• Gaining CTO/CMO buy-in for redesign & testing, assigning dedicated staff to carry it out and demonstrating the ROI of technology used
• Creating a culture of Test, Learn, Update, Repeat


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Sam Barton

Head of User Experience
Shop Direct

Track B: Customer Journey & Personalisation (Located in Westminster Room)

2:50 PM - 3:10 PM At What Point Does Personalisation Become Invasive?

Michel Byvoet, CEO & Founder, Bivolino
Personalisation is the latest buzz, but how does the marketer define what’s preferred, important and of real value? And when does personalisation become creepy? With customization and ‘made to measure’ at the very heart of Bivolino’s value proposition, Carine is at the front line of redefining targeted customer engagement in 2016 and beyond:

• Creating high-impact, channel agnostic, personalised offers
• Balancing the desire to sell vs. the responsibility to protect customer privacy


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Michel Byvoet

CEO & Founder
Bivolino

Track C: Conversion Optimisation & Testing (Located in St. James Room)

2:50 PM - 3:10 PM Success Story: Becoming A Big Data Driven Company

Mark Sear, Managing Director, Swim Direct
Many eTailers are looking to digital COEs to give their marketing a boost. They are gaining efficiency by scaling programs and successes across multiple brands. Mark’s COE has spent significant time on moving brands to a consumer focused strategy, providing solutions content vs. always leading with a product’s features and benefits story. Based on experiences from the past year, here he gives his take on:

• Account engagement focused on partnering to improve the customers online experience and shopping journey
• Sharing global best practices and accelerating adoption for consolidated enterprise technology solutions to drive the brand message more consistently


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Mark Sear

Managing Director
Swim Direct

3:10 PM - 4:00 PM Afternoon Pimm's Networking Break (Located in Britten and Fleming Rooms)

Head into the Exhibit Hall to play an exciting game of QuizUp. You’ll go head-to-head with other attendees, and win instant cash prizes.

Track A: Engagement & Agility (Located in Whittle Room)

4:00 PM - 4:20 PM How To Use Your Customers As Influencers

Caroline Rolfe, Global Director of Digital, ghd Hair Ltd.
Caroline explains how to tap into your customer network, and quickly disseminate the positive reviews that you find there:

• Use mobile and social to engage your next potential customer
• Boost the quality and quantity of your product reviews
• Create a culture of customer-centricity that permeates your entire company

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Caroline Rolfe

Global Director of Digital
ghd Hair Ltd.

Track B: Customer Journey & Personalisation (Located in Westminster Room)

4:00 PM - 4:20 PM Success Story: Understand What Customers Like, Rather Than Just Track What They Do

Thierry Bedos, CTO, Hotels.com
With 85 global websites scouring 290,000 hotels across the world, 25 million downloads of its mobile app and 11 million user-generated reviews, Hotels.com packs a real digital punch. And now with customers able to create lists of preferences, Hotels.com has begun to experiment with big data. Thierry leads the effort and explains the importance of:

• Understanding what customers like, rather than just tracking what they do
• Creating a seamless multichannel journey using data trends & learning more as this data grows
• Providing information about how other customers are looking at the same webpage to reaffirm/socially proof original choices


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Thierry Bedos

CTO
Hotels.com

Track C: Conversion Optimisation & Testing (Located in St. James Room)

4:00 PM - 4:20 PM The Omnichannel Story At Virgin Media

Chris Coleman, Head of Multi-Channel Sales & Development, Virgin Media
Our omni-channel story is about connecting up our sales channels (Online, Retail, Telesales, Direct, Venue) to provide a seamless, consistent and integrated buying experience for our prospects. It’s about allowing prospects to pick up in one channel where they last left off in the other – putting prospects in control and allowing them to ‘buy it their way’. I’ll talk about the programme and the key pillars that delivered this….and the positive results we’ve seen.

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Chris Coleman

Head of Multi-Channel Sales & Development
Virgin Media

Track A: Engagement & Agility (Located in Whittle Room)

4:20 PM - 4:40 PM Removing The Ominous From Omnichannel

Venugopal RK, Managing Director, Global Digital Testing, Accenture Kristian Skoeld, Strategy Director, Soasta Sanji Alwis, VP, Business Development, Applause
Omnichannel. It sounds ominous, particularly when there are conflicting views on where the emphasis should lie. With m-commerce growing at 3 times the rate of the total UK e-retail sector, it is a key aspect within any omnichannel strategy. The difficulty lies in reconciling the expectations and experiences of the desktop and mobile consumer audience, who are increasingly inpatient and highly demanding, with the consequences to your brand and reputation if your website or app doesn’t perform as expected. Suddenly your omnichannel strategy has an ominous channel that can destabilise everything. So, how do you ensure you stay one step ahead of your impatient web and mobile audience? Join us for an exciting practitioner discussion on best practices that you can use to ensure a great omnichannel customer experience that drives top eCommerce conversion.

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Venugopal RK

Managing Director, Global Digital Testing
Accenture
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Kristian Skoeld

Strategy Director
Soasta
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Sanji Alwis

VP, Business Development
Applause

Track B: Customer Journey & Personalisation (Located in Westminster Room)

4:20 PM - 4:40 PM Predicting Your Customer’s Next Move

Matthew Kelleher, Chief Commercial Officer, RedEye Roisin Campbell, Head of Strategy, RedEye
Customer Journey Analysis is a game of chess – data gives you the power to predict the future.

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Matthew Kelleher

Chief Commercial Officer
RedEye
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Roisin Campbell

Head of Strategy
RedEye

Track C: Conversion Optimisation & Testing (Located in St. James Room)

4:20 PM - 4:40 PM Power of the DMP: Turning Data Sources Into Meaningful Performance

Charlie Ashe, Head of Digital Strategy, Ve Interactive
The ability to use data to unlock performance has been around for years. Now with advancement in technology, and with more and more data sources opening up, the advertising industry has developed a very large addiction for data as a resource.

We will look to answer three questions: Where is this data coming from? How do we turn data into something meaningful? Then, how do we produce actionable results with the insights we gain?

Exploring ideas such as ‘data sharing’ and ‘crm onboarding’ as new data sources, the turning of ‘big data’ into useful insights and the ability for data to ultimately answer the question of: ‘How can we as an industry advertise better on behalf of brands through an increasing focus on the user?’.


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Charlie Ashe

Head of Digital Strategy
Ve Interactive

Track A: Engagement & Agility (Located in Whittle Room)

4:40 PM - 5:00 PM Start-Up Success: Born Lean, Stay Lean

Alice Hastings-Bass, Co-Founder, Lux Fix
Narrowing your company’s focus allows you to remove expensive distractions and clarify your unique sales proposition. This is particularly true of firms that are born online, with lean operating models that help them hit the ground running in spite of fierce competition. With a background in private equity, Alice understands how to take a good, honest look at how companies function, and where they need to change. Here, Alice shares LUX FIX’s secrets of how to stay lean.

• Outlining the methodology & process of innovation
• Responding to failures in a positive way
• Building a team that is comfortable with being uncomfortable


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Alice Hastings-Bass

Co-Founder
Lux Fix

Track B: Customer Journey & Personalisation (Located in Westminster Room)

4:40 PM - 5:00 PM Rethinking Customer Centricity: What Is It & How Is It Best Applied To Real Life Situations?

Mirko Caspar, Managing Director, Mister Spex
In general, a combination of too much complexity and lack of organizational buy-in drives customer segmentation failures. Mister Spex has successfully hurdled these problems by using a pragmatic segmentation approach. In this talk, Mirko outlines a segmentation strategy that focuses on improving customer retention, loyalty and lifetime value across all levels of the customer base:

• Surveying customers on share and size of wallet
• Integrating share of wallet into segmentation approaches and customer databases
• Building on segmentations with more granular analysis that looks at segment motivations


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Mirko Caspar

Managing Director
Mister Spex

Track C: Conversion Optimisation & Testing (Located in St. James Room)

4:40 PM - 5:00 PM Fireside Chat: Using New Models Of Open Innovation & Localisation To Succeed In Global Business

Kai Li, VP, International, Revolve Clothing Carl Miller, Founder & MD, Global Retail Insights Network (GRIN)
Based on an in depth study of the 1,000 member strong GRIN network, successful global digital retailers share two qualities; (1) they have developed a clear process around understanding the consumer journey in countries they do business (localization) and (2) they have a culture of open innovation / collaboration. Join GRIN network founder Carl Miller as he shares findings from this study and leads a fireside chat with Kai Li, the VP of International from Revolve Clothing. They will discuss how leading global retailers use new models of open innovation and localization to succeed in their global business.


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Kai Li

VP, International
Revolve Clothing
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Carl Miller

Founder & MD
Global Retail Insights Network (GRIN)

5:00 PM - 6:00 PM eTail EURO 2016 Party

We’re kicking off eTail in style at the EURO 2016 party. You’ll taste amazing food from across the continent, sample wines and beers from France, Germany, and Northern Ireland, and unwind in front of this evening’s EURO 2016 match.

6:00 PM - 11:59 PM Close Of Customer Obsession Day