eTail Europe 2017

20 - 22 June, 2017

Queen Elizabeth II Conference Centre, London

+44 20.7368.9465

Omnichannel & Online Growth

Tuesday, June 20th

Expand All Sessions [+] Collapse All Sessions [-]

8:00 AM Breakfast & Registration


9:00 AM Chairperson’s Opening Remarks

Georges Berzgal, VP EMEA, Global eCommerce, Pitney Bowes


 Georges Berzgal
Georges Berzgal
VP EMEA, Global eCommerce
Pitney Bowes

9:10 AM KEYNOTE: Customer Experience is the New Marketing

Thomas Nielsen, CDO, Tesco

Managing the customer experience means becoming aware and responsive to the many different ways people browse & shop - and to prioritise, plan and direct activity so that the service provided to customers is attractive. 

It’s easy to get caught in isolated technical details like product ratings and decreasing wait times, but the art of improving customer experience is in consciously guiding all those tiny moments to come together as something greater than the sum of its parts.

Retailers and brands who choose to take on this challenge will see true, sustainable differentiation from their competitors.

This talk explores how Tesco is using service design and customer experience management to serve its customers a little better every day.
Thomas Nielsen is the Chief Digital Officer/Group Product Officer for Tesco PLC (LON: TSCO) – one of the world’s largest retailers with 6,900+ stores, 475,000 employees and thousands of suppliers. In this role, Mr. Nielsen is leading Tesco’s digital transformation as well as its loyalty (Clubcard) and Digital Marketing functions.
...[Read More]

9:35 AM FIRESIDE CHAT: Where Is eTail Heading Vs. Traditional Commerce?

Peter Williams, Chairman, Boohoo.com

The choice between online and offline retail probably still isn’t simple, even after carefully assessing the pros and cons. But do you have to choose at all? There’s been a recent trend of not just traditional retailers opening eCommerce stores, but also online retailers investing in physical locations. So how should you split your time and resource, operating both online and offline? Peter has spent over 30 years in a variety of both executive and non-executive positions in retail, leisure, media and consumer products and draws on this experience to explain, on a macro level:
Where etail is today, versus the rest of the market
Where eTail is heading in 2017 and beyond
The key priorities for retailers now, to take advantage of future opportunities

 Peter Williams
Peter Williams
Chairman
Boohoo.com

10:00 AM Implementing Sophisticated Cross-Channel Retention Strategies Without Burning IT Resources

Fayez Mohamood, Co-Founder & CEO, Bluecore

Nick Lamothe, Sr. Marketing Manager, Reebok

 Fayez Mohamood
Fayez Mohamood
Co-Founder & CEO
Bluecore

 Nick Lamothe
Nick Lamothe
Sr. Marketing Manager
Reebok

10:20 AM KEYNOTE PANEL REVOLUTION: Execute Amazing Omnichannel Experiences Through Organisational And Cultural Transformation

Dave Crellin, Head of Online Operations, Sainsburys

Dave Elston, Digital Director - Europe, C&J Clarks

Stuart McMillan, Deputy Head of eCommerce, Schuh

John Werbinski, Head of eCommerce, GANT

This kick-off keynote panel delves into all things omnichannel.  Learn how to transform your culture to execute successful omnichannel initiatives; what works, what doesn’t, and what’s in the pipeline for leading retailers:

Structure your organization around the execution of  omnichannel capabilities (looking at reporting structures and cultural transformation)
Examine how collaborative the culture is within your organisation to execute omnichannel initiatives effectively
Develop a holistic picture of your customer as the foundation for your strategy

 Dave Crellin
Dave Crellin
Head of Online Operations
Sainsburys

 Dave Elston
Dave Elston
Digital Director - Europe
C&J Clarks
Experienced multi channel expert with an ecommerce and retail background in one of the UK’s leading brands- HMV. Extensive P&L and business case management experience. Takes an inquisitive and innovative approach which is grounded in extensive experience. Commercially aware with an analytical nature which assists lateral thinking, and focused on me ...[Read More]

 Stuart McMillan
Stuart McMillan
Deputy Head of eCommerce
Schuh
A senior ecommerce professional, I have a wide range of experience in all aspects of ecommerce, from design, to content production; from managing high availability infrastructure to user experience testing. I have experience in managing teams to deliver the above, as well as other areas such as development testing and PCI compliance. I work within ...[Read More]

 John Werbinski
John Werbinski
Head of eCommerce
GANT

10:50 AM Espresso Energise Morning Break

11:30 AM GUEST SPEAKER: Use Social To Capitalise On Customer Sentiment, Enhance Your Reputation And Build Your Brand

Thomas Crampton, Global Managing Director, Social@Ogilvy, Ogilvy & Mather

As Global Managing Director of Social@Ogilvy at Ogilvy & Mather, Thomas oversees a team of more than 700 social media specialists across more than 40 territories. Probably the largest global team of its kind, Social@Ogilvy helps companies understand, strategize and execute within social media. Picking up the highest creative accolades along the way (including Clios, Effies and Cannes Lions awards) Thomas outlines his approach of using technology in new ways to create huge circles of influence.  In this groundbreaking talk, you’ll learn how to:

Identify with your customer and form tight-knit communities to find brand advocates and influencers 
Use social to capitalise on customer sentiment, enhance your reputation and get your messaging across effectively
Create a brand that is clear, precise and meaningful in a world of visual overload

 Thomas Crampton
Thomas Crampton
Global Managing Director, Social@Ogilvy
Ogilvy & Mather

11:55 AM Fireside Q&A with Amara and Sailthru: Why Personalisation Is So Important For Your Company's Long-Term Growth Strategy

Andy Leaver, Chief Revenue Officer, Sailthru

Andrew Curran, Non-Executive Director, Amara


 Andy Leaver
Andy Leaver
Chief Revenue Officer
Sailthru

 Andrew Curran
Andrew Curran
Non-Executive Director
Amara

12:15 PM KEYNOTE: Building For Happiness: How John Lewis Used Collaboration To Build Omnichannel Digital Selling Tools With Partners At The Heart

Sienne Veit, Online Product Director, John Lewis

All of our customers now walk into our shops with super-computers in their pockets. Their core shopping missions frequently cross the boundaries of shops and online. With 9 years of experience across eCommerce, stores, marketing, customer service and IT, Sienne explains how John Lewis recently met the challenge of providing their  partners with the tools to do their jobs from a very different perspective, and what they learned by working in this new way.
 Sienne Veit
Sienne Veit
Online Product Director
John Lewis

12:40 PM The Business to Human Revolution: Omnichannel Personalization for the Modern Shopper

Executive Presenter, Dynamic Yield

1:00 PM US CASE STUDY: Peering Into The Next Generation Of Retail

Constantin Eis, Co-Founder & Global Managing Director, Casper

In a world that is already inundated by mattress options, Casper is differentiating itself by engaging in progressive research and repackaging the idea of sleep. In his role as Co-founder and Global MD, Constantin shares how he approaches daily business by creating an end-to-end, interactive brand experience. Constantin explains how Casper went from a company of five staff to over 150 employees in just three years, generating $100m revenue along the way. Key takeaways here include:

How to build a great web experience, content capabilities and service design in order to tell a compelling brand story
The importance of constantly designing and revising products to build trust and create consistent consumers
The need to stay away from traditional retail models and cultivate a company that seeks to deliver a great experience for all
 Constantin Eis
Constantin Eis
Co-Founder & Global Managing Director
Casper

General Attendee Lunch

1:25 PM Lunch

Private Lunch hosted by Tinyclues

Private Lunch

Private Lunch Hosted by Tinyclues

Private Lunch hosted by Tinyclues

Track A: Customer Journey & Personalisation (Whittle Room)

2:25 PM Chairperson’s Opening Remarks

Track B: Content & Testing (Westminster)

Chairperson’s Opening Remarks

Track C: Omnichannel & Fulfillment (St. James)

Chairperson’s Opening Remarks

Breakout Track D: (Britten)

START-UP SHARK TANK: Hypergrowth On The Frontiers Of eCommerce

Moderated By:
Matt Lerner
, Partner, London, 500 Startups

Adam Rakib, Founder, StoreMaven

Tom Beverley, CEO, Fy

Oyvind Henriksen, CEO, POQ Commerce

eCommerce is tough now. Gone are the days where you could count on double-digit YoY growth. The sector is forecasted to grow at a modest 8% in the UK, according to Forrester, and much of that will go to Amazon. Most other retailers will have no choice to fight for Amazon's table scraps. But as a VC looking at startups every day, we do still see pockets of massive growth even triple-digit YoY. But it’s not coming from traditional retail methods. It’s coming from a new breed of highly engaging ecommerce apps and marketplaces who use data and machine learning to micro-segment audiences and reach them via the right channels with content they actually want to consume. For this panel, we’ll bring you the best of the best – three companies who are operating in the highest growth frontiers of online retail.

This discussion is hosted by venture capitalist Matt Lerner, who spends very day selecting and mentoring the next generation of hyper-growth businesses in his role as MD at 500 startups.
 Adam Rakib
Adam Rakib
Founder
StoreMaven
Adam is a mobile growth marketing expert and the founder of StoreMaven, the leading App Store and Google Play AB testing and analytics platform. Adam previously founded Shaker (acquired by PlayStudios), one of the most successful mobile game publishers. Adam is also a lecturer at Tel-Aviv University where he teaches entrepreneurship ...[Read More]

 Oyvind Henriksen
Oyvind Henriksen
CEO
POQ Commerce

Moderated By:

 Matt Lerner
Matt Lerner
Partner, London
500 Startups

Track A: Customer Journey & Personalisation (Whittle Room)

2:30 PM The Roadmap To Omni: Putting Together A Targeted, Customer-Focused Approach

Sean O'Neill, Director Online Product Development, Tesco

Your customers see you as one brand. Tesco aims to have a single, consistent approach throughout  the customer journey. Here Sean discusses latest Tesco’s omnichannel checkpoints to drive higher conversions by:
De-siloing and re-assessing who is in charge of what in the organization 
Looking at IT and eCommerce infrastructure to connect the channels
Testing to ensure efficiency and accuracy of your approach

 Sean O'Neill
Sean O'Neill
Director Online Product Development
Tesco
Sean has spent the past 17 years at the intersection of ecommerce, consumer behavior, and data-driven feedback loops.  Sean joined Tesco in 2014 and is Product Development Director for all of Tesco’s global online shopping platforms (spanning 9 countries).  Prior to that Sean spent 11 years at Amazon.com (starting in 1999) for product development a ...[Read More]

Track B: Content & Testing (Westminster)

CASE STUDY: Perfect The Online Buying Process Through Effective Content And Testing

Pouya Boland, CEO, Chiquelle

Chiquelle is one of the youngest & fastest-growing online fashion retailers in Sweden, with an annual growth of nearly 300% and presence in over 20 countries. Winner of Best Mobile Experience of the Year & High Flyer of the Year awards at the recent Jet Shop Awards, Pouya will be sharing how to achieve success across your platforms through personalized content and effective testing, with the customer at the centre of everything.
 Pouya Boland
Pouya Boland
CEO
Chiquelle

Track C: Omnichannel & Fulfillment (St. James)

Delivery Drones - Welcome To A World Of Instant Gratification

Yariv Bash, CEO, Flytrex

With Amazon leading the race to delivery drones, we're about to see a major change in the way consumers behave and spend money. Drones will break the current cost of demand delivery and enable almost all items to be shipped immediately - either be on the train, or see your competitors enjoying a major increase in revenues. Here Yariv sheds light on the use of drones in retail:
•    Making supply chains more efficient, automating warehouses and reducing delivery costs
•    Understanding the evolution of government regulation around no-fly zones
•    Taking your first steps in a drone delivery program

 Yariv Bash
Yariv Bash
CEO
Flytrex

Breakout Track D: (Britten)

START-UP SHARK TANK: Hypergrowth On The Frontiers Of eCommerce

Continued

Moderated By:
Matt Lerner
, Partner, London, 500 Startups

Tom Beverley, CEO, Fy

Oyvind Henriksen, CEO, POQ Commerce

Adam Rakib, Founder, StoreMaven

eCommerce is tough now. Gone are the days where you could count on double-digit YoY growth. The sector is forecasted to grow at a modest 8% in the UK, according to Forrester, and much of that will go to Amazon. Most other retailers will have no choice to fight for Amazon's table scraps. But as a VC looking at startups every day, we do still see pockets of massive growth even triple-digit YoY. But it’s not coming from traditional retail methods. It’s coming from a new breed of highly engaging ecommerce apps and marketplaces who use data and machine learning to micro-segment audiences and reach them via the right channels with content they actually want to consume. For this panel, we’ll bring you the best of the best – three companies who are operating in the highest growth frontiers of online retail. This discussion is hosted by venture capitalist Matt Lerner, who spends very day selecting and mentoring the next generation of hyper-growth businesses in his role as MD at 500 startups.

 Oyvind Henriksen
Oyvind Henriksen
CEO
POQ Commerce

 Adam Rakib
Adam Rakib
Founder
StoreMaven
Adam is a mobile growth marketing expert and the founder of StoreMaven, the leading App Store and Google Play AB testing and analytics platform. Adam previously founded Shaker (acquired by PlayStudios), one of the most successful mobile game publishers. Adam is also a lecturer at Tel-Aviv University where he teaches entrepreneurship ...[Read More]

Moderated By:

 Matt Lerner
Matt Lerner
Partner, London
500 Startups

Track A: Customer Journey & Personalisation (Whittle Room)

2:55 PM Improving The Online Payments Experience

Laurel Wolfe, Marketing Director, Klarna

·Making payments smooth - KYC and one-click purchase
·Increase conversions and average order value with a frictionless checkout
·Boost shopper purchasing power with easy consumer financing & pay after delivery
·Thinking mobile-first

 Laurel Wolfe
Laurel Wolfe
Marketing Director
Klarna

Track B: Content & Testing (Westminster)

The Third Wave: The Experience-Led Business

Michael Klein, Director, Industry Strategy and Marketing, Adobe

For the past two decades Retail and Commerce have been through the first two waves of technology; Back Office and Front Office, as the industry has been digitally transformed by disruptors and multi-channel retailers. We are now moving into the Third Wave, the Experience Wave.

Adobe’s Director of Industry Strategy for Retail, Travel & CPG, Michael Klein will lead a discussion on the Experience Wave. Learn how Experience is helping retailers differentiate themselves in a hypercompetitive marketplace against the disruptors of eCommerce. In addition, Michael will share results from the most recent Adobe Digital Insights reports that highlight the trends and challenges in our industry. 
 Michael Klein
Michael Klein
Director, Industry Strategy and Marketing
Adobe
Michael Klein is the Director of Industry Strategy for the Adobe Marketing Cloud. He leads a team of subject matter experts who work with Adobe’s global commerce clients to help them develop best-in-class digital marketing strategies. Michael regularly contributes thought leadership to industry events, and is an active member of Shop.org and t ...[Read More]

Track C: Omnichannel & Fulfillment (St. James)

Engage With 99% Of Your Customer Database

David Bessis, CEO & Founder, Tinyclues

Discover how to transform your approach to CRM and generate incremental revenue by delivering smart, relevant and targeted messages to your entire customer database, even those who haven’t yet expressed any prior purchase intent
David Bessis
CEO & Founder
Tinyclues

Breakout Track D: (Britten)

START-UP SHARK TANK: Hypergrowth On The Frontiers Of eCommerce

Continued

Moderated By:
Matt Lerner
, Partner, London, 500 Startups

Tom Beverley, CEO, Fy

Oyvind Henriksen, CEO, POQ Commerce

Adam Rakib, Founder, StoreMaven

eCommerce is tough now. Gone are the days where you could count on double-digit YoY growth. The sector is forecasted to grow at a modest 8% in the UK, according to Forrester, and much of that will go to Amazon. Most other retailers will have no choice to fight for Amazon's table scraps. But as a VC looking at startups every day, we do still see pockets of massive growth even triple-digit YoY. But it’s not coming from traditional retail methods. It’s coming from a new breed of highly engaging ecommerce apps and marketplaces who use data and machine learning to micro-segment audiences and reach them via the right channels with content they actually want to consume. For this panel, we’ll bring you the best of the best – three companies who are operating in the highest growth frontiers of online retail. This discussion is hosted by venture capitalist Matt Lerner, who spends very day selecting and mentoring the next generation of hyper-growth businesses in his role as MD at 500 startups.

 Oyvind Henriksen
Oyvind Henriksen
CEO
POQ Commerce

 Adam Rakib
Adam Rakib
Founder
StoreMaven
Adam is a mobile growth marketing expert and the founder of StoreMaven, the leading App Store and Google Play AB testing and analytics platform. Adam previously founded Shaker (acquired by PlayStudios), one of the most successful mobile game publishers. Adam is also a lecturer at Tel-Aviv University where he teaches entrepreneurship ...[Read More]

Moderated By:

 Matt Lerner
Matt Lerner
Partner, London
500 Startups

Track A: Customer Journey & Personalisation (Whittle Room)

3:15 PM PERSONALISATION PANEL REVOLUTION: Use Contextual Offers And Marketing To Drive Purchases

Continued

Anastasia Roumelioti, Head of Marketing & Communications, Hawes & Curtis

Anders Dahlberg, CMO, Letsdeal.se

Richard Voyce, Head of eCommerce, Dreams Ltd

Stuart Lee, Head of eCommerce, Bonmarche

Your customer is dictating marketing. Where they go, you go. What they buy, you adapt the messaging. You cannot batch and blast, you need to provide value. Discover the tactics these experts deployed to deliver highly-targeted, customer-centric marketing that has boosted their business, then break out into  small group discussions to discuss your next move:

Going back to basics: pushing baseline offerings, and building engagement
Creating seamless experiences and consistent product information throughout the funnel
Employing geo-notifications for contextual offers when the customer is near a store
 Anastasia Roumelioti
Anastasia Roumelioti
Head of Marketing & Communications
Hawes & Curtis

 Anders Dahlberg
Anders Dahlberg
CMO
Letsdeal.se

 Richard Voyce
Richard Voyce
Head of eCommerce
Dreams Ltd

 Stuart Lee
Stuart Lee
Head of eCommerce
Bonmarche

Track B: Content & Testing (Westminster)

CONTENT PANEL REVOLUTION: Creating Content That Engages And Retains Your Customers

Continued

Ben Greener, Head Of Digital Product, Andertons

Craig Wheeler, COO, Scotts & Co

Gillian Geraghty, Head of eCommerce, George at Asda

Are you getting your brand message across effectively and consistently across all channels and devices? Our panelists bring their content strategies to life, before you break out into  small group discussions to discuss your next move:

Understanding the intention of your customer at each stage of the purchase funnel, then deliver compelling content at each stage
Generating personalization at scale 
Ensuring features and messaging are optimized mobile-first, using the native features of the device
 Ben Greener
Ben Greener
Head Of Digital Product
Andertons

 Craig Wheeler
Craig Wheeler
COO
Scotts & Co

 Gillian Geraghty
Gillian Geraghty
Head of eCommerce
George at Asda

Track C: Omnichannel & Fulfillment (St. James)

DELIVERY PANEL REVOLUTION: Making Delivery A Customer Engagement Experience

Continued

Jon Asbury, Multichannel Director, Go Outdoors

Jason Kang, Managing Director- Ireland, Zazzle

Eric Lewis, VP, Global Operations, Casper

Jonny Sitton, Co-Founder & Operations Director, My 1st Years

With “instant” delivery now the norm, eCommerce, IT, operations and warehousing has to become more connected than ever before. Our panelists are focusing on getting products into customers hands as quickly as possible, then turn the discussion over to plan your next move. Here you’ll learn how to:

Make the delivery experience come to life in a way that is commercially sustainable
Determine whether you have the customer base to support click and collect and same day delivery
Select and implement tools that ensure predictive management of stock

 Jon Asbury
Jon Asbury
Multichannel Director
Go Outdoors
Jon Asbury is Multichannel Director at GO Outdoors the market leading and fastest growing Outdoor equipment and clothing retailer with over 17 years experience of growing Multichannel businesses and is responsible for the commercial performance, operational effectiveness and strategic development of the GO Outdoors Multichannel business. Through th ...[Read More]

 Jason Kang
Jason Kang
Managing Director- Ireland
Zazzle

 Eric Lewis
Eric Lewis
VP, Global Operations
Casper
Eric Lewis is Senior Vice President of Global Operations at Casper. He brings more than 12 years of executive management experience to Casper from leading consumer brands, e-commerce, and technology companies. Before joining Casper his previous positions include Head of Regional Operations for Google, General Manager for Amazon and Managing Di ...[Read More]

 Jonny Sitton
Jonny Sitton
Co-Founder & Operations Director
My 1st Years

Breakout Track D: (Britten)

START-UP SHARK TANK: Hypergrowth On The Frontiers Of eCommerce

Continued

Moderated By:
Matt Lerner
, Partner, London, 500 Startups

Tom Beverley, CEO, Fy

Oyvind Henriksen, CEO, POQ Commerce

Adam Rakib, Founder, StoreMaven

eCommerce is tough now. Gone are the days where you could count on double-digit YoY growth. The sector is forecasted to grow at a modest 8% in the UK, according to Forrester, and much of that will go to Amazon. Most other retailers will have no choice to fight for Amazon's table scraps. But as a VC looking at startups every day, we do still see pockets of massive growth even triple-digit YoY. But it’s not coming from traditional retail methods. It’s coming from a new breed of highly engaging ecommerce apps and marketplaces who use data and machine learning to micro-segment audiences and reach them via the right channels with content they actually want to consume. For this panel, we’ll bring you the best of the best – three companies who are operating in the highest growth frontiers of online retail. This discussion is hosted by venture capitalist Matt Lerner, who spends very day selecting and mentoring the next generation of hyper-growth businesses in his role as MD at 500 startups.

 Oyvind Henriksen
Oyvind Henriksen
CEO
POQ Commerce

 Adam Rakib
Adam Rakib
Founder
StoreMaven
Adam is a mobile growth marketing expert and the founder of StoreMaven, the leading App Store and Google Play AB testing and analytics platform. Adam previously founded Shaker (acquired by PlayStudios), one of the most successful mobile game publishers. Adam is also a lecturer at Tel-Aviv University where he teaches entrepreneurship ...[Read More]

Moderated By:

 Matt Lerner
Matt Lerner
Partner, London
500 Startups

3:45 PM PIMM'S Afternoon Break

Track A: Customer Journey & Personalisation (Whittle Room)

4:25 PM CASE STUDY REVOLUTION: Target, Engage And Convert Your Cross-Channel Customers

Matt Henton, Head of eCommerce, Moss Bros

When customer data is incomplete or held in many different places, it can be misleading and result in retailers making poor marketing decisions. In this session, you’ll hear how Matt updated his existing data warehouse, then break out into small groups to discuss:

Following the customer across touch-points
Collecting data points into a single, holistic customer profile
Implementing predictive analytics and analyzing which segments have greatest potential
Marketing to those segments in the most cost effective way possible 
 Matt Henton
Matt Henton
Head of eCommerce
Moss Bros

Track B: Content & Testing (Westminster)

CASE STUDY REVOLUTION: Digital Transformation Through A Cloud Based Approach

John Cowper, Head of Architecture, Wickes

As Head of Architecture at a Top 100 UK retailer, John’s biggest problem is how not to migrate a data centre. With a plethora of 10+ year old legacy systems to tackle, John outlines his digital transformation plans, taking a cloud first approach. Key takeways here will include:

The steps required to resurrect a new operating model in the cloud. 
Retiring old capabilities gradually, while building new capabilities in the new world. 
Planning for a substantial amount of integration-  what the issues are, how to deconstruct them and where Wickes have got to so far
 John Cowper
John Cowper
Head of Architecture
Wickes

Track C: Omnichannel & Fulfillment (St. James)

CASE STUDY REVOLUTION: Seamless branded experience in path to purchase

Wilko Klaassen, VP, Global Online, Husqvarna Group

As VP of Global Online, Wilko’s aim is to create a seamless and consistent experience across all touch points during the path to purchase at Husqvarna Group. His team is focused on digital activities to increase traffic to sites, social media and to the store. In this session, Wilko will outline his biggest learning from the past 12 months, including:

How to provide consistency of brand and deliver a seamless online and offline experience 
What a ‘brand’ can control and cannot control, across all channels 
Where the customer converts and how to make sure you don’t lose them along the way 

 Wilko Klaassen
Wilko Klaassen
VP, Global Online
Husqvarna Group

Breakout Track D: (Britten)

Retailer-Only Roundtable: Turning Data Points Into Actionable Information

Ed Whatmore, Head of eCommerce, Mountain Warehouse

As VP of Global Online, Wilko’s aim is to create a seamless and consistent experience across all touch points during the path to purchase at Husqvarna Group. His team is focused on digital activities to increase traffic to sites, social media and to the store. In this session, Wilko will outline his biggest learning from the past 12 months, including:

How to provide consistency of brand and deliver a seamless online and offline experience 
What a ‘brand’ can control and cannot control, across all channels 
Where the customer converts and how to make sure you don’t lose them along the way 

 Ed Whatmore
Ed Whatmore
Head of eCommerce
Mountain Warehouse

Women's Leadership Track

Women In Retail Event

Alicya Sinclair, CEO, Sinclair London

Debbie Havekin, Head of International Trading, Marks & Spencer

Hosted By:

Alicya Sinclair, CEO, Sinclair London 

Debbie Havekin, Head of International Trading M&S.com, Marks & Spencer
 Alicya Sinclair
Alicya Sinclair
CEO
Sinclair London

 Debbie Havekin
Debbie Havekin
Head of International Trading
Marks & Spencer

Track A: Customer Journey & Personalisation (Whittle Room)

4:50 PM Executive Presentation from MAPP Digital


Track A: Customer Journey & Personalisation (Whittle Room)

Executive Presentation from Acquia


Track B: Content & Testing (Westminster)

Executive Presentation from Amazon Pay

Karen Pepper, General Manager, UK, Amazon Pay

 Karen Pepper
Karen Pepper
General Manager, UK
Amazon Pay
Karen Pepper is the General Manager, UK for Amazon Pay. She is responsible for leading Amazon’s payment services for 3rd party merchants in the UK including Amazon Pay and the associated value added services.

Karen is a 15-year veteran of the payments and start up industries. Most recently she was Global Head o ...[Read More]

Breakout Track D: (Britten)

Retailer-Only Roundtable: Turning Data Points Into Actionable Information

Ed Whatmore, Head of eCommerce, Mountain Warehouse

As VP of Global Online, Wilko’s aim is to create a seamless and consistent experience across all touch points during the path to purchase at Husqvarna Group. His team is focused on digital activities to increase traffic to sites, social media and to the store. In this session, Wilko will outline his biggest learning from the past 12 months, including:

How to provide consistency of brand and deliver a seamless online and offline experience 
What a ‘brand’ can control and cannot control, across all channels 
Where the customer converts and how to make sure you don’t lose them along the way 

 Ed Whatmore
Ed Whatmore
Head of eCommerce
Mountain Warehouse

Track A: Customer Journey & Personalisation (Whittle Room)

5:10 PM Case Study: Become An Agile Cost Leader And Define Your Role As A Pureplay

Tobias Mattsson, CCO, Nordic Feel

As a pureplay, should your eCommerce content look and feel different to a traditional retailer? And how can pureplays ensure that their multichannel communication  is harmonised, despite smaller markeing budgets? Tobias will share recent experiences on:

Developing clear knowledge of who your customer is, and which content they prefer to consume (e.g.video)
Creating landing pages to wow at inception and examining ways to evoke an emotional response from your customers
Leveraging exciting shoppable content to bring product details to life
 Tobias Mattsson
Tobias Mattsson
CCO
Nordic Feel

Track B: Content & Testing (Westminster)

The Future Of Retail Experience: Bridging The Digital/Physical Divide

Martin Gill, VP & Research Director - Digital Strategy & Experience, Forrester

The physical and digital worlds are converging, and retail is at the epicentre of disruption. Interactive video displays extend endless aisle eCommerce into the retail stores. Mobile instruments your customers as they browse your stores. Connected coffee machines automatically reorder your favourite drinks. These examples are emerging today, but they’ll be mainstream tomorrow. But the physical/digital divide isn't binary, it's a continuum. In this new world, retailers can’t separate physical and digital experience strategies. You need to rethink your omnichannel customer experience to get ahead of the game. Forrester will show you: 

How are customers really embracing emerging technologies?
Why is customer obsession at the heart of new retail business models?
How must business and technology teams collaborate to serve customers?
 Martin Gill
Martin Gill
VP & Research Director - Digital Strategy & Experience
Forrester

Track C: Omnichannel & Fulfillment (St. James)

The Importance Of Supply Chain In A Customer Focused Organization

Alicya Sinclair, CEO, Sinclair London

As CEO, Alicya oversees  all aspects of global logistics and the intersection with fulfillment in Sinclair London’s supply chain.  In this eye opening session, Alicya explains why supply chain must be an integral consideration of your customer’s experience in an omnichannel environment, even if your organization is merchant centric.
 Alicya Sinclair
Alicya Sinclair
CEO
Sinclair London

Breakout Track D: (Britten)

Retailer-Only Roundtable: Turning Data Points Into Actionable Information

Ed Whatmore, Head of eCommerce, Mountain Warehouse

As VP of Global Online, Wilko’s aim is to create a seamless and consistent experience across all touch points during the path to purchase at Husqvarna Group. His team is focused on digital activities to increase traffic to sites, social media and to the store. In this session, Wilko will outline his biggest learning from the past 12 months, including:

How to provide consistency of brand and deliver a seamless online and offline experience 
What a ‘brand’ can control and cannot control, across all channels 
Where the customer converts and how to make sure you don’t lose them along the way 

 Ed Whatmore
Ed Whatmore
Head of eCommerce
Mountain Warehouse

5:35 PM eTail Monte Carlo Casino Reception


6:35 PM Close of eTail Europe Day One






























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