eTail Europe 2017

20 - 22 June, 2017

Queen Elizabeth II Conference Centre, London

+44 20.7368.9465

Digital Transformation

Wednesday, June 21st

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

8:00 AM Breakfast & Registration


9:00 AM Chairperson's Opening Remarks


9:10 AM FIRESIDE CHAT: What Was, What Is & What Will Be - Taking The Next Steps In Digital Experience

Charlotte Briscall, Head of Digital Experience, Sainsbury's

What distinguishes customer-centric organisations from other companies that proclaim their customer focus? In short, they’ve re-oriented their entire operating model and eCommerce design around the customer, increasing profitability in the process. Charlotte is a digital director of design with over fifteen years experience working in both large in-house creative teams and agencies. Here Charlotte takes you on Sainsbury’s digital experience journey so far and offers valuable lessons that can be applied in your own retail environment:

Define the customer experience, then deliver it in a completely channel-agnostic way
Constant testing of mobile and desktop features and functionality to keep ahead of customer expectation
Invite customer feedback and take action on it to make their journey frictionless

Charlotte Briscall
Head of Digital Experience
Sainsbury's

9:35 AM KEYNOTE: The Application Of Wearables In Retail

Billie Whitehouse, CEO, Wearable Experiments

As the Co-founder & CEO of Wearable X, Business Insider recently named Billie as one of the 30 most important women under 30 in tech and she was named in the 100 Most Creative People in Business by Fast Company. Why? Because she is determined that the future of wearables shouldn’t be about what they can do – but how they can make you feel. Billie outlines her vision of future wearable technology and it’s application in retail, namely designing for intimacy, entertainment and other areas usually disconnected from the wearable tech conversation. You won’t want to miss this exclusive talk that will challenge your view of what it means to mash up technology and creativity. 

What does wearable tech look like today?
How this can change the face of retail?
How do we design for touch in a digital age?
 Billie Whitehouse
Billie Whitehouse
CEO
Wearable Experiments

10:00 AM Capitalising On The Growing Cross-Border eCommerce Opportunity – The Key Steps For Successful International Expansion

Nir Debbi, Co-Founder & CMO, Global-e

The global market for Cross-border eCommerce is growing rapidly and predicted to surge to $1 trillion by 2020. Coupled with the weaker pound following the Brexit vote, and with the high affinity for British brands, there is an enormous opportunity for British retailers to boost their sales by targeting shoppers worldwide. However, retailers need to overcome major barriers in order to realise the Cross-Border eCommerce potential. Localisation is a key driver to take advantage of the opportunity and remove the barriers. How can retailers localise their offering and enjoy a huge uplift in international sales without costly and time consuming investment? Join us on our speaking session to find out more about the fundamental building blocks for effective localisation and the key steps for fast and seamless international expansion.

•         International expansion – key milestones for successful international propositions  
•         Localisation – how a relevant, localised offer will increase your conversion rates 
•         Cross-Border customer experience - how to achieve seamless local experience for cross-border shoppers 
•         Increasing international ROI – how to capitalise on the Cross-border eCommerce opportunity effectively 
•         Client case study – an example of a successful international expansion strategy with outstanding results
 Nir Debbi
Nir Debbi
Co-Founder & CMO
Global-e

10:20 AM REDESIGN KEYNOTE PANEL REVOLUTION: Modernise Your Site To Boost Your Brand And Conversion

Niranjan Soni, Head of Multichannel Development, The White Company

Pete Joseph, Head of Global eCommerce, ASICS

Emma Mead, Director, eCommerce, Holland & Barrett

Dale Western, Head of Online Trading, Jack Wills

You already know that without redesigning your website/app/store environment on a somewhat regular basis, your branding and sales tools will be out-of-date and conversion rates will drop. 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 buy-in for testing to identify what’s necessary to update, and what’s not
Tracking guest response and iterating along the way
 Niranjan Soni
Niranjan Soni
Head of Multichannel Development
The White Company

 Pete Joseph
Pete Joseph
Head of Global eCommerce
ASICS

 Emma Mead
Emma Mead
Director, eCommerce
Holland & Barrett

 Dale Western
Dale Western
Head of Online Trading
Jack Wills

10:50 AM Tea Bar Morning Break


11:30 AM CASE STUDY: Determine The Right KPIs For Omnichannel To Hit Key Goals For Your Business

Mike Durbridge, Director, Omnichannel, B&Q

Mike believes that to become truly omnichannel, you need to re-map your organization, stitch together online and offline data and create new omnichannel KPIs to measure your success. This requires huge changes in reporting structures, team incentives and ongoing cultural change. Mike shares his latest successes and failures to help you determine which omnichannel KPIs are best for your business, and help you prioritise your omnichannel investements.

How to build functionality between online and store systems, with the customer as the foundation for your strategy
How to move away from traditional “store level” KPIs towards omnichannel, “guest level” KPIs
How to get collaboration between the buyer and seller to truly execute on the omnichannel promise
 Mike Durbridge
Mike Durbridge
Director, Omnichannel
B&Q

11:55 AM Executive Keynote from Bloomreach

Executive Presenter, Bloomreach

12:15 PM KEYNOTE: Build Loyalty Through Brand-led Omnichannel Experience

Chris Bates, Head of CRM & Digital Marketing, John Lewis

Hear the inside story on how one of the most well-known brands on the High Street builds its’ omnichannel proposition and plans for it’s digital future. As Head of CRM and Digital Marketing, Chris heads up all data-driven marketing at John Lewis across digital channels, as well as their award-winning loyalty programme. Here you’ll learn how eCommerce  is performing against John Lewis’ expectations, how success is defined there, and what you can do today to evolve from ‘customer service’ to ‘customer centric’ in your own business:

Develop a loyalty programme that delivers real commercial success by designing around the customer, not points and discounts.

Implement new technology that offers deeper customer insights 

Incentivise  eCommerce, mobile, product, IT and instore teams to work towards common goals
 Chris Bates
Chris Bates
Head of CRM & Digital Marketing
John Lewis

12:40 PM Executive Keynote from Motionpoint

Executive Presenter, Motionpoint

1:00 PM GUEST SPEAKER KEYNOTE: Simple Is Smart, Complicated Is Stupid

Dave Trott, Creative Director and Author, BMP - GGT - BST - WTCS - CST

Raised by a family of police sergeants in east London and trained at the top advertising agencies of New York’s Madison Avenue, Dave Trott is one of the world’s most successful ad men and creative thinkers. His deceptively simple, straight-talking wisdom is read by millions in his columns for Campaign, and in his best-selling books Creative Mischief and Predatory Thinking.  Central to this unique talk is that stupid people think complicated is clever. But smart people know simple is clever, because you have to go beyond complicated to get to simple. For retailers, who is buying your product? And why should they buy it? Answering these simple questions with simple answers builds a more single-minded view of your customer. In turn, this will help you to create more targeted messaging, and make more sales.
 Dave Trott
Dave Trott
Creative Director and Author
BMP - GGT - BST - WTCS - CST

General Attendee Lunch

1:25 PM Lunch & Solution Provider Demo

Private Lunch

Private Lunch Hosted by SafeCharge


Track A: Customer Acquisition (Whittle Room)

2:25 PM Chairperson’s Opening Remarks

Track B: Digital Innovation (Westminster)

Chairperson’s Opening Remarks

Duncan Keene, UK Managing Director, ContentSquare

 Duncan Keene
Duncan Keene
UK Managing Director
ContentSquare

Track C: Online & Offline (St. James)

Chairperson’s Opening Remarks

Breakout Track D: (Britten)

Retailer-Only Roundtables

Debbie Havekin, Head of International Trading, Marks & Spencer

Katy Gotch, Director, Strategy and Customer Experience, Argos

Cassandra Hicks Bergsland, Global Head of Website Trading, Net-A-Porter.com & MrPorter.com, YOOX Net-a-Porter Group

1. Global Expansion: How To Maximise Your International Potential
Debbie Havekin, Head of International Trading M&S.com, Marks & Spencer

2. How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight 
Katy Gotch, Director, Strategy and Customer Experience, Argos

3. Topic TBC
Cassandra Bergsland, Global Head of Website Trading, In-Season, Net-a-Porter.com & MrPorter.com

 Debbie Havekin
Debbie Havekin
Head of International Trading
Marks & Spencer

 Katy Gotch
Katy Gotch
Director, Strategy and Customer Experience
Argos

Cassandra Hicks Bergsland
Global Head of Website Trading, Net-A-Porter.com & MrPorter.com
YOOX Net-a-Porter Group

Invitation-Only Event

Head of eCommerce Think Tank

Track A: Customer Acquisition (Whittle Room)

2:30 PM Cross-Brand Website Optimisation: Lessons Learned From The Front Line

Geoff Bull, Head of Demand Conversion, Wiggle

As eTailers are forced to adapt in the age of the customer, eCommerce replatforming initiatives are becoming more complicated, with more stakeholders, more data and more integrations. With hands on experience of a recent replatform, Geoff will clarify your own business readiness & outline clear requirements for you to satisfy multiple stakeholder demands:

Identifying and limiting the major challenges associated with the replatforming journey
Providing a framework for improving the likelihood of success when optimizing your website
 Geoff Bull
Geoff Bull
Head of Demand Conversion
Wiggle

Track B: Digital Innovation (Westminster)

UX Testing – The Need For A Testing Roadmap And The Quick Wins That Work

Julie Austin, Head of Ecommerce, Mamas & Papas

Native app, mobile web or hybrid? What’s the difference, and which approach should you choose? The choice depends on you, your budget and time-scale to implement. Over these 25 minutes, Julie explains the Mamas & Papas approach- what works, what doesn’t work and how to put your best foot forward with your mobile app in 2017:

Using native app features, including push notification and offline data storage, to aid mobile customer acquisition and retention
Creating  a web/app hybrid model that is easy & cost effective to scale to a variety of platforms and operating systems
 Julie Austin
Julie Austin
Head of Ecommerce
Mamas & Papas

Track C: Online & Offline (St. James)

How To Reinvent The Instore Experience With New Technology

Debbie Wren, Head of Agile Coaching Digital & Technology, Sainsbury's

Since so few brands are investing in the instore digital space, you’ll find great opportunity in simply following the leader. As Head of Agile Coaching Digital & Technology, Debbie is leading and coaching retail teams in their use of new technology, to coordinate their online and offline campaigns. Follow Debbie’s example to :

Connect your instore customer experience with the online experience, thereby creating a seamless brand relationship 
Gain actionable data to guide future investments as digital becomes embedded deeper into the retail experience.
 Debbie Wren
Debbie Wren
Head of Agile Coaching Digital & Technology
Sainsbury's

Breakout Track D: (Britten)

Retailer-Only Roundtables

continued

Debbie Havekin, Head of International Trading, Marks & Spencer

Katy Gotch, Director, Strategy and Customer Experience, Argos

Cassandra Hicks Bergsland, Global Head of Website Trading, Net-A-Porter.com & MrPorter.com, YOOX Net-a-Porter Group

1. Global Expansion: How To Maximise Your International Potential
Debbie Havekin, Head of International Trading M&S.com, Marks & Spencer

2. How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight 
Katy Gotch, Director, Strategy and Customer Experience, Argos

3. Topic TBC
Cassandra Bergsland, Global Head of Website Trading, In-Season, Net-a-Porter.com & MrPorter.com

 Debbie Havekin
Debbie Havekin
Head of International Trading
Marks & Spencer

 Katy Gotch
Katy Gotch
Director, Strategy and Customer Experience
Argos

Cassandra Hicks Bergsland
Global Head of Website Trading, Net-A-Porter.com & MrPorter.com
YOOX Net-a-Porter Group

Invitation-Only Event

Head of eCommerce Think Tank

continued

Track A: Customer Acquisition (Whittle Room)

2:55 PM Acquiring International Customers

Chris Attewell, Global Sales Director, Search Laboratory

Hear about an exciting new technology from an eTail solution provider partner.
 Chris Attewell
Chris Attewell
Global Sales Director
Search Laboratory
Chris began his career in export sales and marketing before finding his way into the digital world, and worked in email and marketing automation prior to joining Search Laboratory. Chris provides strategic leadership and direction for Search Laboratory’s global operations, working with clients and internal teams to deliver profitable online custome ...[Read More]

Track B: Digital Innovation (Westminster)

Digital Challenges: Creating Customer Value And Unique Experiences Through Innovation

Elizabeth Johnson, SVP & General Manager of Agency Services - LiveArea, The PFS Agency

Hear about an exciting new technology from an eTail solution provider partner.
 Elizabeth Johnson
Elizabeth Johnson
SVP & General Manager of Agency Services - LiveArea
The PFS Agency

Track C: Online & Offline (St. James)

Executive Presentation from Good Growth

James Hammersley, CEO, Good Growth

Hear about an exciting new technology from an eTail solution provider partner.
 James Hammersley
James Hammersley
CEO
Good Growth
James founded Good Growth and is co-author of the book ‘Leading Digital Strategy’.  James is responsible for ensuring all clients grow their businesses through working with Good Growth.  James has expertise across Digital Strategy, CRM and CRO and has had the privilege of working with some of the largest and most successful UK and global brands.  H ...[Read More]

Breakout Track D: (Britten)

Retailer-Only Roundtables

continued

Debbie Havekin, Head of International Trading, Marks & Spencer

Katy Gotch, Director, Strategy and Customer Experience, Argos

Cassandra Hicks Bergsland, Global Head of Website Trading, Net-A-Porter.com & MrPorter.com, YOOX Net-a-Porter Group

1. Global Expansion: How To Maximise Your International Potential
Debbie Havekin, Head of International Trading M&S.com, Marks & Spencer

2. How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight 
Katy Gotch, Director, Strategy and Customer Experience, Argos

3. Topic TBC
Cassandra Bergsland, Global Head of Website Trading, In-Season, Net-a-Porter.com & MrPorter.com

 Debbie Havekin
Debbie Havekin
Head of International Trading
Marks & Spencer

 Katy Gotch
Katy Gotch
Director, Strategy and Customer Experience
Argos

Cassandra Hicks Bergsland
Global Head of Website Trading, Net-A-Porter.com & MrPorter.com
YOOX Net-a-Porter Group

Invitation-Only Event

Head of eCommerce Think Tank

Track A: Customer Acquisition (Whittle Room)

3:05 PM MARKETPLACE PANEL REVOLUTION: What You Need To Know About Your Friend (Or Foe)

James Olszowski, International Expansion Manager M&S.com, Marks & Spencer

Jason Kang, Managing Director- Ireland, Zazzle

Joana Fernandes, Head of eCommerce Operations, Farfetch

Rebecca Glenapp, Co-Founder, LUX FIX

Many online merchants are now selling their products on marketplaces to expand their reach. Our panelists share experiences of running major marketplace initiatives, offering tips on to increase sales, acquire more customers and gain access to international markets through marketplaces:

Integrating ERP systems into marketplaces—how to examine a phased approach for each
Competing within marketplaces: enhancing your product rank 
Effectively advertising on marketplaces to drive traffic to your site 
Figuring out what effects marketplaces are having on eCommerce, positively and negatively 
 James Olszowski
James Olszowski
International Expansion Manager M&S.com
Marks & Spencer

 Jason Kang
Jason Kang
Managing Director- Ireland
Zazzle

 Joana Fernandes
Joana Fernandes
Head of eCommerce Operations
Farfetch

 Rebecca Glenapp
Rebecca Glenapp
Co-Founder
LUX FIX

Track B: Digital Innovation (Westminster)

MOBILE PANEL REVOLUTION: Create Mobile-First, Customer-Centric Campaigns

Patrick Osborne, Head of Strategic Insight & Reporting, QVC

Johan Riis Johansen, Head of eCommerce Services, Coop Danmark

Claire Logan, eCommerce Manager, Slaters

Join three retailers who are embracing major external and internal change, keeping the customer front of mind and earning company-wide commitment to mobile. You’ll leave this session with strong understanding of not only what your customer values, but also the value the mobile customer represents to your bottom line:

Leverage mobile as a research tool and a transaction tool
Help your customer move through your mobile offering at lightning speed

Connect the dots across screens, channels and teams
 Patrick Osborne
Patrick Osborne
Head of Strategic Insight & Reporting
QVC

 Johan Riis Johansen
Johan Riis Johansen
Head of eCommerce Services
Coop Danmark

 Claire Logan
Claire Logan
eCommerce Manager
Slaters

Track C: Online & Offline (St. James)

FUTURE STORES PANEL: Bringing The Online Experience Alive In Brick And Mortar

Fabrice Khullar, Lead Product Owner, Front End Product Experience– Digital & Technology, Sainsbury's

Richard Wilson, Digital Director, Burton

James Williamson, Digital Brand Marketing Manager, Heal's

Philip Ward, Head of Digital Experience & Development, Carphone Warehouse

Maxime Taieb, Head of Solutions & Innovation, Carrefour

The line between instore and online continues to blur, so how can retailers create consistency across both worlds?  Our panelists teach you how to prioritize instore innovations and gain a deeper understanding of your consumer. We’ll show you how to merge the two to increase your bottom line:

Use mobile and digital as a long-term, trusted instore companion through geolocation, pricing information, and coupons delivered at precisely the right time
Transition instore systems and kiosks to capitalize on digital payments 
Track performance of your instore offers
 Fabrice Khullar
Fabrice Khullar
Lead Product Owner, Front End Product Experience– Digital & Technology
Sainsbury's

 Richard Wilson
Richard Wilson
Digital Director
Burton

 James Williamson
James Williamson
Digital Brand Marketing Manager
Heal's

 Philip Ward
Philip Ward
Head of Digital Experience & Development
Carphone Warehouse

 Maxime Taieb
Maxime Taieb
Head of Solutions & Innovation
Carrefour

Breakout Track D: (Britten)

Retailer-Only Roundtables

continued

Debbie Havekin, Head of International Trading, Marks & Spencer

Katy Gotch, Director, Strategy and Customer Experience, Argos

Cassandra Hicks Bergsland, Global Head of Website Trading, Net-A-Porter.com & MrPorter.com, YOOX Net-a-Porter Group

1. Global Expansion: How To Maximise Your International Potential
Debbie Havekin, Head of International Trading M&S.com, Marks & Spencer

2. How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight 
Katy Gotch, Director, Strategy and Customer Experience, Argos

3. Topic TBC
Cassandra Bergsland, Global Head of Website Trading, In-Season, Net-a-Porter.com & MrPorter.com

 Debbie Havekin
Debbie Havekin
Head of International Trading
Marks & Spencer

 Katy Gotch
Katy Gotch
Director, Strategy and Customer Experience
Argos

Cassandra Hicks Bergsland
Global Head of Website Trading, Net-A-Porter.com & MrPorter.com
YOOX Net-a-Porter Group

Invitation-Only Event

Head of eCommerce Think Tank

3:35 PM PM Pints Afternoon Break

Track A: Customer Acquisition (Whittle Room)

4:15 PM Vendor Demo Presentation

Hear about an exciting new technology from an eTail solution provider partner

Track B: Digital Innovation (Westminster)

Expanding Ecommerce Presence Globally and Enhancing Payment Technologies

Oren Levy, CEO & Founder, Zooz

As online merchants expand their international presence, managing and ensuring their payments acceptance becomes increasingly complex. Working with a single provider leads to expensive and inefficient transaction processing, while connecting to multiple providers to accept payments demands constant maintenance to achieve the best results. This presentation will answer questions such as:

How can merchants reduce their processing inefficiencies 
How can data be used to determine the causes of transaction failures 
How can merchants assess their providers’ productivity in each active region
 Oren Levy
Oren Levy
CEO & Founder
Zooz

Track C: Online & Offline (St. James)

Vendor Demo Presentation

Hear about an exciting new technology from an eTail solution provider partner.

Breakout Track D: (Britten)

Retailer-Only Roundtables

Joe Swales, Head of eCommerce and CRM, Monsoon Accessorize

Jonathan Newton, Head of eCommerce, Wilko

Mark Wright, Managing Director Digital, Jack Wills

1.Topic TBC
Joe Swales, Head of eCommerce and CRM, Monsoon Accessorize

2.Take Your CRO/UX To The Next Level
Jonathan Newton, Head of eCommerce, Wilko

3.Topic TBC
Mark Wright, Managing Director Digital, Jack Wills

Joe Swales
Head of eCommerce and CRM
Monsoon Accessorize

 Jonathan Newton
Jonathan Newton
Head of eCommerce
Wilko

 Mark Wright
Mark Wright
Managing Director Digital
Jack Wills

Track A: Customer Acquisition (Whittle Room)

4:35 PM CASE STUDY REVOLUTION: Build Your Data Infrastructure To Tailor Your eComm Business

Luca Marini, Founder & COO, Finery London

In his role as Founder & COO of a new women’s fashion label, Luca knows how tools, people, and processes interact to establish a data-oriented decision making culture. Luca explains his biggest data takeaways from the past 12 months, including:

Leveraging data from inventory management, supply chain and digital analytics to inform decisions for both digital marketers and store operations 
Expanding assortment based on competitive data and booking every possible sale by expanding fulfillment options
 Luca Marini
Luca Marini
Founder & COO
Finery London

Track B: Digital Innovation (Westminster)

CASE STUDY REVOLUTION: How To Transform A Traditional Retailer From Old-Tail to New-Tail

Peter Hvidberg, Head of eCommerce & Customer Service, INTERSPORT Group Denmark

Peter recently redefined the eComm strategy and focus for the INTERSPORT group. By optimising processes across the entire value chain, and creating a new website among other initiatives, Peter was responsible for tripling INTERSPORT Denmark’s revenue in 2017. Here he shows you how to build on your core strengths and outlines the benefits of a centralised approach to eCommerce:

Best practice platform and supporting systems
Economies of scale, resulting in more effective use of development budget
Centralized learning that can be fed back to other business areas
 Peter Hvidberg
Peter Hvidberg
Head of eCommerce & Customer Service
INTERSPORT Group Denmark

Track C: Online & Offline (St. James)

CASE STUDY REVOLUTION: Just Listening Is Not Enough: How To Deliver Real ROI From Social Data

Steve King, CEO, Black Swan Data

Social listening is great for PR and Communication but the traditional ‘tracking’ approach has given social data a bad name.  Social data can be used to improve Stock predictions in advance, enhance multiple aspects of Marketing, and inform and predict new Products and Innovations. Steve will talk about how to step away from a traditional Social Listening tool and embrace a Social Data strategy.
 Steve King
Steve King
CEO
Black Swan Data

Breakout Track D: (Britten)

Retailer-Only Roundtables

continued

Jonathan Newton, Head of eCommerce, Wilko

Joe Swales, Head of eCommerce and CRM, Monsoon Accessorize

Mark Wright, Managing Director Digital, Jack Wills

1.Topic TBC
Joe Swales, Head of eCommerce and CRM, Monsoon Accessorize

2.Take Your CRO/UX To The Next Level
Jonathan Newton, Head of eCommerce, Wilko

3.Topic TBC
Mark Wright, Managing Director Digital, Jack Wills

 Jonathan Newton
Jonathan Newton
Head of eCommerce
Wilko

Joe Swales
Head of eCommerce and CRM
Monsoon Accessorize

 Mark Wright
Mark Wright
Managing Director Digital
Jack Wills

5:05 PM Close Of eTail Europe Day Two & Charity Reception





























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