eTail Europe 2021

London, UK

Day One: Actionable Success Strategies For Omni-Channel & Digital

7:50 am - 8:30 am Breakfast & Registration Opens

8:30 am - 8:40 am Welcome Remarks & Audience Icebreaker

8:40 am - 8:55 am Chairperson's Opening Remarks

8:55 am - 9:15 am Keynote Fireside Chat: The Keys To Retail Success: How Customer Experience And Convenience Are Winning in eCommerce

Hear from a leading UK retailer to understand how they’ve paved a road to success in this kick off keynote interview-styled session. 

  • Continuously evolving and pushing to engage customers in their preferred shopping channel
  • Evaluating what type of tech and experiences do today’s customers expect
  • Focusing on innovation and communicating your value proposition to your customers 
  • Never stop delighting: putting convenience and ease of use at the forefront to make your brand completely accessible

9:40 am - 10:00 am Keynote: Improving Customer Experience Through An Omnichannel Approach

As one of the world’s largest retailers. Tesco processes 80m transactions every week through a till estate which needs to adapt our changing customer needs. Jayesh will discuss the current programme to upgrade the Tesco till, including integration with multiple API services, to ensure the global retail operation is as efficient, resilient and versatile as possible.


Learn how Tesco’s focus on platforms and an omnichannel approach will deliver huge benefits to the business, working on a global scale with more than 6,800 stores worldwide. Gain an appreciation of the challenges a global retailer faces in maintaining its technical estate, hear why the current project was required in order to deliver current and future business objectives, as part of their strategy to serve our customers a little better every day.

Jayesh Bhayani, SVP, Technology at Tesco

Jayesh Bhayani

SVP, Technology
Tesco

10:00 am - 10:25 am Keynote Panel Discussion: The Digital Experiences You Need Today To Guarantee eCommerce Success

This keynote panel brings together retail leaders to discuss how to optimize your online presence. They’ll look at customer engagement strategies, customer expectations and ways to ensure growth in a rapidly changing environment. 

  • Creating exceptional online experiences to engage customers and boost sales
  • Building true customer engagement across channels—identifying what is working 
  • Gaining insights into customer behavior to identify how to create compelling customer experiences 
  • Ensuring a holistic view of the customer that creates targeted messaging and increased sales

10:25 am - 11:15 am Expo Hall Grand Opening & Refreshment Break

Join us in the Expo Hall to kickoff your experience and make new connections. Grab some delicious breakfast items, forge new connections, learn about innovative tech and meet your peers during the official opening of the Expo Hall.


11:15 am - 11:40 am Keynote: Transforming Your Retail Model To Drive Sales, Profits And Efficiencies

To help your thinking about what your future Retail Model should be, Robin will tell you the story of how Watchshop is working to grow its retail and marketplace channels, providing new value added marketing and data services for brands, and delivering a new B2B outsourcing service built on our own technology platform. They are enabling their brand partners to focus on what they do best, whilst relying on them to provide world class e commerce, delivery and fulfilment services and efficiencies: “you give us the product, we’ll do the rest”.

  • As a UK based online retailer, how to expand routes to market using proprietary International sites, working with your brand partners to complement these with global marketplaces
  • As a B2C brand platform and partner, providing new marketing and data services that help brands target their customers better
  • As a technology and outsourcing partner – how Watchshop is using its own capabilities including tech platforms and warehouse assets to provide white label e commerce and fulfilment services for brand partners


Robin Phillips, CEO at The Watch Shop

Robin Phillips

CEO
The Watch Shop

11:40 am - 12:00 pm Keynote Unbxd Presentation

Hear the latest in eCommerce and omichannel innovation from this technology leader.

12:00 pm - 12:25 pm Keynote Panel Discussion: Assessing The Role Of Physical Stores In The Modern Retail World

The role of physical stores is changing dramatically. In the face of store closures and changes in customer behavior, retailers are capitalizing on the shift to online. This keynote panel walks through ways to optimize your brick and mortar presence and seamlessly integrate your online channel.

  • Evaluating the role and value add of having physical stores
  • Ascertaining how to use your physical stores (and the most valuable way to use them)
  • Gauging how the high street is changing (store vacancies, renegotiated REIT, etc.) and how that impacts your physical store strategy 

Would it be beneficial to be the final store on the high street?

  • Determining if the way stores have been used traditionally is changing – is omnichannel evolving in a way that the role will permanently change 
Chris Conway, Head of Digital – Co-op Food at Co-op

Chris Conway

Head of Digital – Co-op Food
Co-op

12:25 pm - 12:45 pm Keynote Store Enso Presentation

Hear the latest in ecommerce and omichannel innovation from this technology leader.

12:45 pm - 1:10 pm Keynote: Re-launching A Global CRM Program In A World Where Change Becomes The Normal

Christian has over 15 years experience in marketing and operations management on central and local management level. He has strong strategic and operational skills and expertise in CRM and loyalty strategy development. This presentation presents a concrete case study, focusing on the global ‘Swarovski Club’ launch. You’ll 

  • Ensuring a balance between brand focus and commercial drive
  • Defining the optimal CRM program configuration in a diversified countries portfolio
  • Leveraging personalization use cases to boost top line performance and consumer engagement
  • Setting up a global content calendar to keep email marketing fresh and relevant
  • Meeting local communication requirements by offering different 1:1 communication channels
  • Integrating CRM solutions for the rapidly growing China ecosystem to provide local Chinese best services
Christian Spiegl, VP, CRM at Swarovski

Christian Spiegl

VP, CRM
Swarovski

12:00 pm - 1:10 pm VIP Retail Leadership Think Tank: Retailer Only

Join an elite group of senior retail executives, to network and learn. Learn how executives are motivating their teams, overseeing amazing omnichannel and online experiences, and going the extra mile in the short term to win customers in the long term.


This session is retailer-only.


If you are interested in attending, please email lori.hawthorne@wbresearch.com.

1:10 pm - 2:10 pm Lunch And Networking For All Attendees

1:10 pm - 2:10 pm Private Lunch Hosted By BounceX

1:10 pm - 2:10 pm Private Lunch Hosted By Edge By Ascential

Track A: Customer Acquisition & Globalization

2:10 pm - 2:20 pm Chairperson's Opening Remarks
Gunilla Huddleston, Marketing Director at Locaria

Gunilla Huddleston

Marketing Director
Locaria

Simon Ambrose, Business Development Director at Locaria

Simon Ambrose

Business Development Director
Locaria

Track A: Customer Acquisition & Globalization

2:20 pm - 2:45 pm Case Study Remix: Driving Online Sales In a Highly Competitive Environment

Carolina will delve into ways to implement local and global online strategies to grow revenues in today’s highly competitive retail market. Learn how to thrive in this kick off presentation. 

Carolina Agudo Lazareno, Head of Digital and Ecommerce EMEA at Havaianas

Carolina Agudo Lazareno

Head of Digital and Ecommerce EMEA
Havaianas

Track A: Customer Acquisition & Globalization

2:45 pm - 3:05 pm Executive Algolia Presentation

Hear the latest in ecommerce and omichannel innovation from this Algolia executive.


Track A: Customer Acquisition & Globalization

3:05 pm - 3:30 pm Case Study Remix: Using AI Driven Site Search To Optimise Product Discoverability On Your Site

Jennifer has worked in digital customer experience for 21 years. She’ll focus on how Hobbycraft has used AI driven site search to optimise product discoverability on their site.

  • The role that site search plays in the journey
  • Reviewing personalisation automation at scale using AI from the day to day site search point of view
  • How to optimise site search to become more relevant for the individuals and their experiences
  • How to extend product discoverability via product recommendation optimisation
Jennifer North, Head of Digital Experience at Hobbycraft

Jennifer North

Head of Digital Experience
Hobbycraft

Track B: The Future Of Omnichannel

2:10 pm - 2:20 pm Chairperson's Opening Remarks

Content Square Executive

Track B: The Future Of Omnichannel

2:20 pm - 2:45 pm Case Study Remix: Starting From The Inside Out: Focusing On Creating The Best Possible Cross Channel Experience For Your Customers

Omnichannel execution remains a key challenge facing European retailers. This session will review common pain points such as getting alignment internally, bringing digital experiences in-store, getting buy-in from store teams, incentivizing correctly and much more. Get your omnichannel challenges solved during this kick off presentation.

  • Getting your internal teams to work together and collaborate to provide a seamless digitized in-store experience
  • Having tech partners play a larger role in shaping both online and offline customer experiences
  • Having alignment between internal teams and understanding every department has their own set of priorities
  • Working through operational challenges (setting goals, working fast and efficiently, ensuring you have the right teams involved, being agile)
  • Making sure leadership is empowering decision making around omnichannel
  • Thinking holistically about the entire customer experience
Gail Banim, Director, eCommerce & Marketing at Anthony Nicholas Group

Gail Banim

Director, eCommerce & Marketing
Anthony Nicholas Group

Track B: The Future Of Omnichannel

2:45 pm - 2:55 pm Innovation Spotlight

Hear the latest in ecommerce and omichannel innovation from a technology leader.


Track B: The Future Of Omnichannel

2:55 pm - 3:05 pm Innovation Spotlight

Hear the latest in ecommerce and omichannel innovation from a technology leader.

Track B: The Future Of Omnichannel

3:05 pm - 3:30 pm Checklist Panel Discussion: A Roadmap to Building A Cohesive Customer Centric Omnichannel Strategy

Being able to optimize the omnichannel journey is critical for brick and mortar retailers. This panel will review specific strategies and present tactical take-aways to help support your omnichannel retail business.

  • Working through the internal challenges of integrating online and offline 
  • Removing friction points for customers when they are in-store
  • Rethinking payment options
  • Understanding how to manage stores as ‘warehouses’ and vice versa 
  • Integrating live stock inventory, click and collect, store fulfillment and other omnichannel initiatives to better serve your customers 
Lisa Small, Head of Online at Hackett London

Lisa Small

Head of Online
Hackett London

Marianna Santanas, Global Digital Sales Director at Eton Shirts

Marianna Santanas

Global Digital Sales Director
Eton Shirts

Emilie Mouquot, Customer & Growth Director at Notonthehighstreet

Emilie Mouquot

Customer & Growth Director
Notonthehighstreet

Track C: Conversion Optimization Wins And The Customer Journey

2:10 pm - 2:20 pm Chairperson's Opening Remarks

Track C: Conversion Optimization Wins And The Customer Journey

2:20 pm - 2:45 pm Case Study Remix: Content That Converts: Building A Content Strategy To Deliver New Customers

This will be an informative session about how AO transformed content into a customer acquisition platform, using data and customer insight to drive the agenda. 

  • Defining content relevant to your business objectives
  • Using data to stay ahead of your competitors
  • Understanding the most effective platforms to reach your customers
  • Measuring success beyond short term ROI

Sophie Parfitt

Head of Media & Content
AO.com

Track C: Conversion Optimization Wins And The Customer Journey

2:45 pm - 3:05 pm Machine Learning Made Easy: Real-Time Predictive Analytics To Optimize Your Conversion And Acquisition Strategy

If you knew which users were more likely to convert on your site, in real-time, what would you do differently? Knowing the value of each user in advance allows brands to give each visitor the experience they want. During this session, CEO, Richard Harris, discusses the benefits of using real-time predictions to optimize retargeting strategies, sponsored listings, and user monetization. Learn how partners have seen over 180% increase in profit and 22% decrease in CPA with real-time predictions powered by.


Richard Harris, CEO at <intent>

Richard Harris

CEO
<intent>

Track C: Conversion Optimization Wins And The Customer Journey

3:05 pm - 3:30 pm Lightning Round Panel Discussion: Working Through The Complexities Of The Post Purchase Process: Keeping Customers As Repeat Buyers

Many marketers are focused on the beginning of the shopping funnel, putting less emphasis on the post purchase journey. There are many opportunities to drive retention, increase repeat purchases and more with a well thought out post purchase process. Our panelists will review how to maximize the latter part of the customer journey.

  • Recognizing the post purchase path has evolved over time and is more complex than ever
  • Tackling the process of bringing customers back to your brand 
  • Avoiding discounting or specific promotions and focusing on content driven post purchase campaigns
  • Using blog content, app content, showcasing new releases of content for complimentary products, how-do guides or instructional content
  • Demonstrating to customers that you care about them long term (beyond just the purchase)
  • Finding technology partners that can support you in these efforts
Julie Austin, Marketing & Digital Director at Bravissimo

Julie Austin

Marketing & Digital Director
Bravissimo

Retailer-Only Roundtables And Women in eTail Leadership Panel & Networking Session

2:10 pm - 2:45 pm Table #1

Hosted By: Emilie Mouquot, Customer and Growth Director, Notonthehighstreet


If you’re looking to identify new opportunities for growth, this moderated roundtable session for you! Connect with fellow retail peers and identify how to grow your retail business during this closed door session.


Emilie Mouquot, Customer & Growth Director at Notonthehighstreet

Emilie Mouquot

Customer & Growth Director
Notonthehighstreet

Retailer-Only Roundtables And Women in eTail Leadership Panel & Networking Session

2:45 pm - 3:30 pm Table #2: The Evolution of Personalisation: Approaching A Single View Of Your Customer

Limited to 20 retail participants only.


If you’re looking to refine (or develop) your personalisation strategy, this moderated roundtable session for you! Connect with fellow retail peers and learn best practices to shape a personalised customer experience.

  • Using automation to develop a single view approach to your customers
  • Applying AI or machine learning led applications in more traditional areas (direct mail, call center ops, etc.)

3:30 pm - 4:15 pm Afternoon Networking Break In The Expo Hall

See and learn about the latest technologies that will move the needle for your online or omnichannel business during our Expo refreshment break! 

4:15 pm - 5:15 pm Invitation Only Tasting

4:15 pm - 5:15 pm Invitation Only Tasting

Track A: Customer Acquisition & Globalization

4:15 pm - 4:40 pm Getting (Really) Prepared To Expand Your Online Business Internationally

Your online business is well established and you start looking at a potential international expansion? International business is not just an expansion of the domestic operations; markets vary significantly throughout the world. This presentation presents a thorough analysis focusing on how to develop an effective global expansion strategy.

  • A review of an optimal market entry strategy
  • A Step by step expansion guide
  • In depth new market assessment through four global expansion matrices


Sandra Yonter, SVP Europe, New Markets & Artist Community at Redbubble Europe

Sandra Yonter

SVP Europe, New Markets & Artist Community
Redbubble Europe

Track A: Customer Acquisition & Globalization

4:40 pm - 4:55 pm Micro Session

Hear the latest in ecommerce and omichannel innovation from a technology leader.

Track A: Customer Acquisition & Globalization

4:55 pm - 5:20 pm Digitalisation Of A 75 Years Old Sales Model

Marc Dassler is a serial entrepreneur in e-commerce and co-founder of Sitewards. He is intensively involved in the digitization of sales channels in direct sales. In the role of CTO for the direct sales startup PIPPA & JEAN, he successfully built up the acquisition of sales partners in an omni-channel strategy.


Marc Dassler

Head of Digital Platforms
Hilti Group

Track A: Customer Acquisition & Globalization

5:20 pm - 5:45 pm Panel Discussion: Cross-Border Commerce vs. Going Global: What Is Your Strategy?

Take a look at the global eCommerce landscape during this interactive panel discussion. Our panelists will look at ways to structure an effective global strategy, localisation and much more.

  • Deciding whether your brand will indeed benefit from going global, or whether simply conducting cross- border commerce is enough
  • Evaluating the importance of local distribution centers in cross-border markets 
  • Reconfiguring your teams and evaluating internal resources to better suit your globalization priorities 
  • Harnessing the power of localization to bolster and reinforce your international presence
Dee Gittins, Head of Online Trading & Digital Marketing at Hobbycraft

Dee Gittins

Head of Online Trading & Digital Marketing
Hobbycraft

David Backshall, Commercial Director at Cardpay

David Backshall

Commercial Director
Cardpay

Track B: The Future Of Omnichannel

4:15 pm - 4:40 pm Executive Presentation

Melissa delves into all things marketing during this dynamic presentation.

Melissa Weston, Marketing Lead, UK & Ireland at Zalando

Melissa Weston

Marketing Lead, UK & Ireland
Zalando

Track B: The Future Of Omnichannel

4:40 pm - 4:55 pm Micro Session

Hear the latest in ecommerce and omichannel innovation from a technology leader.

Track B: The Future Of Omnichannel

4:55 pm - 5:20 pm Panel Discussion: Rethinking Omni-Channel: Merging Online And In-Store Channels Effectively

How are you evolving your omnichannel strategy? What initiatives should you invest in, and why? This interactive panel will look at all things omnichannel and get your challenges solved.

  • Trying to get your store teams to understand the importance of web and engage in omnichannel initiatives such as click and collect
  • Enabling store associates to use tablets if inventory isn’t available in-store
  • Thinking about new incentive structures or training for your store associates
  • Sharing the responsibility of stock between warehouse and e-commerce
  • Determining how to manage stock - management of busy periods and web forecasting in the context of minimum stock levels
Rossen Roussev, Former Director, Digital Architecture, Global eCommerce at Pandora

Rossen Roussev

Former Director, Digital Architecture, Global eCommerce
Pandora

Track B: The Future Of Omnichannel

5:20 pm - 5:45 pm Guest Speaker Presentation: Infinite Transformation: How To Succeed In An Omnichannel World

Edda Blumenstein is currently finishing her Doctoral Research at Leeds University Business School, where she has been investigating how retailers successfully adopt Omnichannel retailing. Researching successful transformation at leading retail brands, Edda has identified seven key capabilities that retailers need to develop to succeed in an Omnichannel world. To assist retailers to build these capabilities Edda has developed a framework that consists of two levels of capabilities and

activities related to each level. Attend this dynamic presentation and learn about:

  • Determining the key capabilities that underpin successful omnichannel transformation
  • Adopting these capabilities
  • Reviewing the process for long-term success
Edda Blumenstein, Omnichannel Doctoral Researcher, Strategy Advisor & Speaker at Leeds University Business School

Edda Blumenstein

Omnichannel Doctoral Researcher, Strategy Advisor & Speaker
Leeds University Business School

Track C: Conversion Optimization Wins And The Customer Journey

4:15 pm - 4:40 pm Panel Discussion: Making Your Site Faster, Better, Stronger: Increasing Site Performance

The key to success in ecommerce today? Site

performance. We’ll present detailed tactics and tips

to ensure that your site performance and speed is

meeting customer expectations during this session.

  • Focusing on speed, payments, delivery and navigation
  • Focusing on metrics that can be optimised to help get shoppers through the purchase funnel
  • Identifying what areas are ‘sure bets’ for conversion optimisation v. more ‘pie in the sky’ ideas
  • Resolving any blockers to purchase
  • Generating more sales with a faster web platform

Dan Seamans

Head of Digital Product Management
Freemans Grattan Holdings (FGH)

Track C: Conversion Optimization Wins And The Customer Journey

4:40 pm - 4:55 pm Micro Session

Hear the latest in ecommerce and omichannel innovation from a technology leader.

Track C: Conversion Optimization Wins And The Customer Journey

4:55 pm - 5:20 pm Keeping The Customer First: UX & Design Best Practices For Retail

Emma’s role has overall responsibility for the development, implementation and management of the Customer Experience strategy for global beauty e-tailer and largest in Europe, Feelunique.


As part of this strategy, she’s implemented a successful customer insights program enabling customer-centric solutions and consistency to be driven throughout the business.

  • Knowing your audience and creating relevant and compelling content 
  • Providing adequate customer support through chat, video, FAQ’s, etc. 
  • Testing continuously to ensure ease of navigation and a frictionless UX 
Emma-Louise Veitch, Head of Customer Experience at Feelunique

Emma-Louise Veitch

Head of Customer Experience
Feelunique

Track C: Conversion Optimization Wins And The Customer Journey

5:20 pm - 5:45 pm The Future Of E-Commerce: Mapping How The E-Commerce Market Will Evolve And What Will Be Needed To Win

In this detailed presentation, you’ll learn how omni-channel retail will evolve and what suppliers and retailers will need to do to win in this environment.

  • B2B - why it should be a key focus for wholesalers and manufacturers, getting the message and the solution right
  • D2C, - why it will evolve with a stronger focus on commercial profitability and why large multi-platform retailers will emerge
  • Learning why a data strategy is key to winning with consumers and shoppers


Dean McElwee, Integrated Commercial Lead Europe eCommerce at Kellogg

Dean McElwee

Integrated Commercial Lead Europe eCommerce
Kellogg

Retailer-Only Roundtables And Women in eTail Leadership Panel & Networking Session

4:15 pm - 5:45 pm Women In eTail Leadership Panel & Networking Session

Limited to 25 attendees. 


Listen and be inspired at our Women in (R)eTail networking reception + panel. You’ll have the opportunity to meet fellow industry leaders, cultivate new connections and discuss the topics that were raised on the panel.


Julie Austin, Marketing & Digital Director at Bravissimo

Julie Austin

Marketing & Digital Director
Bravissimo

Anouk De Lange, Head of eCommerce & Marketing Strategy at National Lighting

Anouk De Lange

Head of eCommerce & Marketing Strategy
National Lighting

Louisa Nicholls, Partner & Senior Manager, Digital Trade and Trade Marketing at John Lewis

Louisa Nicholls

Partner & Senior Manager, Digital Trade and Trade Marketing
John Lewis

5:45 pm - 6:45 pm eTail Europe Happy Hour Reception

What’s the best way to end the day? With a happy hour! Celebrate the end of an action-packed day with some cocktails and conversations with your retail peers.

6:45 pm - 6:45 pm Close Of eTail Europe Day One