eTail Europe 2017

20 - 22 June, 2017

Queen Elizabeth II Conference Centre, London

+44 20.7368.9465

Online Customer Engagement

Thursday, June 22nd

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8:15 AM Breakfast & Registration


9:00 AM Chairperson’s Opening Remarks


9:10 AM KEYNOTE: The Elite European Retailer In 2020

Mirko Caspar, Managing Director, Mister Spex

As Managing Director of the largest online optician in  Europe, Mirko is spearheading the reinvention of the company's eCommerce experience. In a highly competitive market, Mirko is focused on discovering the initial driver for online market adoption –price, assortment or something else? Here he provides an answer to this question, as well as sharing his overall vision for the digital business over the next three years.

• Developing an overall picture of your customer as the foundation for your strategy
• Recommendations around what actions companies must take to stay ahead of future market changes triggered by emerging technologies
 Mirko Caspar
Mirko Caspar
Managing Director
Mister Spex

9:35 AM CASE STUDY: From Bricks To Clicks: How To Bring Offline And Online Together Holistically

Anthony Fletcher, CEO, Graze.com

As CEO of the disruptive FMCG brand, graze, Anthony’s mission is to use technology to make the world’s number one healthy snacking brand. Graze expanded beyond its pure play roots over a year ago selling through major retailers, and became a category leader within months of its launch. So what key components did graze take from the direct to consumer business, in order to succeed in multichannel retailing? Here Anthony shares his biggest learnings from the journey so far, and how to prioritize your technology investments to take advantage of the shift from traditional retail to eCommerce.

Sourcing and distributing accurate customer data, and getting old data systems to talk to new ones
Learning more about your customer’s needs as their engagement grows
Selecting third part technology providers that understand your long term growth goals
 Anthony Fletcher
Anthony Fletcher
CEO
Graze.com
Anthony is the CEO of multi-channel retailer of healthy snacks, graze. His mission is to use technology to make the world’s number one healthy snacking brand. Formerly Innovation Manager at Innocent drinks, Anthony first joined graze in 2009 as Head of Marketing and has seen it grow and expand into the American market. Anthony also holds an advance ...[Read More]

10:00 AM KEYNOTE: How To Make A Capex Free Business Case Out Of A Universal Communications Solution

Neal Johnson, Director, IT Service and Operations, House of Fraser

With over 20 years experience in IT and business transformation, Neal is here to share the results of his latest major project- creating a universal communications solution with the replacement of WAN, LAN, WiFi, fixed telephony and mobile/data telephony at House of Fraser. Neal will explain his tried-and-tested techniques of aligning people, process and technology with business strategy and vision, and give you quick wins and short cuts that you can apply across your own company today.
 Neal Johnson
Neal Johnson
Director, IT Service and Operations
House of Fraser

10:35 AM KEYNOTE PANEL: The Roadmap To Create A Cross-Channel, Cross-Device Attribution Model

Sergio Romero Penas, Director, Marketing & Performance Analytics, Vistaprint

Richard Clark, Director, Marketing, Boohoo.com

Simon Rogers, Head of Performance Marketing, Tesco

Cross-Device Attribution still isn't perfect, but it is critical. Right now, marketing channels are innovating faster than we can come up with ways to count them. So, as the practice of multichannel attribution attains a certain level of maturity, each of this morning’s panelists outline their view of a unified platform that manages the fluidity of budget and technology, and give you a new perspective on how to tackle attribution in 2017 and beyond:

Identifying what weight to place on each channel with an effective attribution model
Attributing offline sales to online advertising- is there a ‘correct’ method
Making accurate marketing investments across mobile, desktop, tablet and instore 

 Sergio Romero Penas
Sergio Romero Penas
Director, Marketing & Performance Analytics
Vistaprint

 Richard Clark
Richard Clark
Director, Marketing
Boohoo.com

 Simon Rogers
Simon Rogers
Head of Performance Marketing
Tesco

11:05 AM Morning Break

Track A: Social Engagement (Whittle Room)

11:45 AM Chairperson's Opening Remarks

Track B: Retention & Loyalty (Westminster)

Chairperson's Opening Remarks

Track A: Social Engagement (Whittle Room)

11:50 AM CASE STUDY REVOLUTION: How To Get The Best Engagement From Your Customer Base

Gracia Amico, CEO, Pets Pyjamas

Studies indicate that it costs 6–7 times more to acquire a new customer than retain an existing one and a 5% increase in customer retention can increase profits by 25-95%. Yet time and again,retailers focus their digital revenue goals solely on new customer acquisition. Why? Because it’s easier to measure an anonymous, newly acquired cookie than it is to identify and track an existing customer through touch points, pain points, positive moments and moments of new product needs throughout their life cycle. Here Gracia explains the importance of highly personalised eCRM at Pets Pyjamas, and gives tactics to retain, up-sell, and increase the LTV of existing customers through:

Onboarding, advocacy and upsell
Creating a fan club and asking the truth from your customers 
 Gracia Amico
Gracia Amico
CEO
Pets Pyjamas

Track B: Retention & Loyalty (Westminster)

CASE STUDY REVOLUTION: Edge Out Your Competition Using Loyalty Programs

Anil Patel, Head of Digital, The Original Factory Shop

Are loyalty programs still effective in today’s on-demand marketplace? Or are they something that only major online stores can afford to launch? Anil recently launched a store card across 217 stores in less than 6weeks, and is here to answer your most pressing questions. Anil will delve into the successes and failures he encountered along the way, before turning the discussion over to the audience to set up a ‘perfect’ loyalty program:

Decide what you will reward points for
Give your program and points a name
Decide point value
Determine how many points should be rewarded
Create an explainer page
Keep your customers coming back
 Anil Patel
Anil Patel
Head of Digital
The Original Factory Shop

Track A: Social Engagement (Whittle Room)

12:15 PM Vendor Keynote

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

Track B: Retention & Loyalty (Westminster)

Vendor Keynote

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

Executive Presenter, Mobius Solutions

Track A: Social Engagement (Whittle Room)

12:25 PM SOCIAL PANEL REVOLUTION: The Role Of Social Media In The Customer Journey

Patrick Osborne, Head of Strategic Insight & Reporting, QVC

Amy Jackson, Digital Marketing Manager, Lipsy London

Adeola Sole, Digital Marketing Manager, Mint Velvet

Our panelists have used successful social programs to retain customers and keep them engaged.  They’ll talk through how they’ve approached different social initiatives, how they’ve measured the success of their programs, and how you can take advantage of all that social programs have to offer. 

Setting up team infrastructure to manage social engagement programs
Measuring feedback from social channels and developing the correct KPIs 
Assessing tools to help monitor what the customer is saying about your brand 
Building earned media programs to create stories and narratives that are low cost
 Patrick Osborne
Patrick Osborne
Head of Strategic Insight & Reporting
QVC

 Amy Jackson
Amy Jackson
Digital Marketing Manager
Lipsy London

 Adeola Sole
Adeola Sole
Digital Marketing Manager
Mint Velvet

Track B: Retention & Loyalty (Westminster)

EMAIL PANEL REVOLUTION: Get A Greater ROI With Your Email Programs

Dan Stone, Email Marketing Manager, Lovehoney

Emma Fouracre, Senior Marketing Manager, Evans Cycles

Leonie Tamkin, Digital Marketing Manager (Non-Food), Ocado

Email can be both the most personal and frequent way to be in touch with your customers, giving you a fast path to purchase. Knowing which technologies will best support your email strategies is critical. The executives on this panel have the answers to your burning questions: 

What are the key differences between different email providers to assist with getting an ROI on your programs?
How do you define success in email today?
What kinds of email messages are most successful to (1) acquire customers and (2) retain buyers?
How are you personalizing your email and what have been the results?
 Dan Stone
Dan Stone
Email Marketing Manager
Lovehoney

 Emma Fouracre
Emma Fouracre
Senior Marketing Manager
Evans Cycles

 Leonie Tamkin
Leonie Tamkin
Digital Marketing Manager (Non-Food)
Ocado

12:55 PM Lunch

1:40 PM Retailer-Only Roundtables

Mark Lilley, Head of eCommerce, Chain Reaction Cycles

Neil Ellul, Customer Journey Manager, Next

Jeroen Leenders, Founder & Publisher, Cross-Border Magazine

Ranjeet Khosa, eCommerce Manager, ALDI

Jos Williams, Marketing Director, Bulk Powders

1.Design Your eCommerce Experience Based On Individual Customer Preferences, Behaviors And Purchasing Power
Neil Ellul, Customer Journey Manager, Next

2.Overcoming Cross-Border And International Trade Issues
Jeroen Leenders, Founder & Publisher, Cross-Border Magazine

3. How To Ensure You Deploy Your People And Limited Resources On The Most Strategically Beneficial Projects
Ranjeet Khosa, eCommerce Manager, ALDI

4.Topic TBC
Mark Lilley, Head of eCommerce, Chain Reaction Cycles

5.Topic TBC
Jos Williams, Marketing Director, Bulk Powders
 Mark Lilley
Mark Lilley
Head of eCommerce
Chain Reaction Cycles

 Neil Ellul
Neil Ellul
Customer Journey Manager
Next

 Jeroen Leenders
Jeroen Leenders
Founder & Publisher
Cross-Border Magazine

 Ranjeet Khosa
Ranjeet Khosa
eCommerce Manager
ALDI

 Jos Williams
Jos Williams
Marketing Director
Bulk Powders

2:40 PM Close Of eTail Europe 2017





























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