eTail Europe 2019

18 - 19 June, 2019

Queen Elizabeth II Conference Centre, London

Day One: Customer-Centric Growth (18 June)

Customer centricity is more than just an eCommerce buzzword; it is an entirely new way of doing business. Join us as we explore how putting customer experience and brand relationship building at the heart of your company’s growth strategy can enhance engagement and bolster customer lifetime value.

8:00 am - 8:50 am Breakfast & Registration

8:50 am - 9:00 am Welcome Remarks & Audience Icebreaker

Ellen Granoff - Program Director, eTail Europe
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Ellen Granoff

Program Director
eTail Europe

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Jeff Winter

Global Vice President, Marketing and Communications - Software & Data Solutions
Pitney Bowes

9:15 am - 9:35 am Keynote Retail Fireside Chat: What’s Happening With The High Street In Retail Today?

As omnichannel commerce takes center stage, the role of stores in the consumer journey is evolving. This session explores how consumer trends and preferences are driving today’s retail landscape decisions including:
- Merging the physical experience with the digital
- Creating opportunities for retail giants to buy up pureplays
- Redefining the trajectory of the retail industry’s development for the next 5-10 years 

9:35 am - 9:55 am Keynote Fireside Chat: Building / Insourcing An Engineering Team To Future Proof The Business

George Goley - CTO, Holland and Barrett
Sometimes what you are searching high and low for is actually right under your nose. Join us for a fireside chat with George Goley, CTO of Holland & Barrett, during which he will explore how insourcing and relying on existing talent for new tasks can benefit your brand. Key takeaways will include:
- Evaluating how insourcing versus outsourcing will affect your brand operations
- Maintaining control over both brand quality and intellectual property while ensuring a fast delivery of your projects
- Future proofing your brand for whatever the coming years may hold
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George Goley

CTO
Holland and Barrett

Peer into the eTail Crystal ball with us as our featured panelists explore:
- Adapting digital experiences and adopting tech as the interaction gap continues to shrink between humans and machines
- How to stop being data obsessed and becoming insights driven—building a cohesive strategy 
- Future project planning: how agile can your teams be when listening into the customer
- Overhauling team structure, tech, and integration for convenient and seamless shopping experiences
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Peter Hobolt Jensen

Chief Digital Officer
Moleskine SpA

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Daniel Orteu

COO / CTO
Anya Hindmarch

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David Grunwald

VP Innovation
Farfetch

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Debbie Bond

Chief Commercial Officer
Lovehoney

10:20 am - 11:05 am Exhibit Hall Grand Opening, Refreshment Break and Morning Welcome Party

Join us for the Grand Opening of the Exhibit Hall during our first morning break of eTail Europe! Be sure to grab a tea or coffee before taking a stroll through the amazing booths of our solution providers.

11:05 am - 11:25 am Keynote Presentation: Why UK retailers Are Looking To Engage The Chinese Customer

Mei Chen - Head of International Business – Luxury and Fashion, Alibaba
Find out more about China’s vibrant economy, internet culture and rising consumer class. How can UK retailers secure their slice of this lucrative market – whether connecting to people in China, or Chinese tourists here in the UK?
   •  Actionable takeaways include insights into:
o Vibrant economy: China’s economy is growing faster than the US and EU’s. Alibaba’s retail marketplaces see continued growth in consumer staples, cosmetics and apparel 
o Internet culture: China’s online retail market will be twice that of the US’ by 2022. Online purchases made with mobile phones will account for 74% of ecommerce in China by 2020
o Rising consumer class: China’s experiencing a middle-class consumer boom – with 300 million middle-class citizens (expected to double in by 2024), high discretionary spending, and desire for quality products and lifestyles. The per-household disposable income of urban consumers will double between 2010 and 2020, from approx. $4,000 to $8,000
 Passion for British brands: “Made in the UK” represents a quality assurance for Chinese consumers. More than half (55%) of shoppers in China bought items from British brands within a three-month period (Royal Mail survey, Feb 2018) 
 Success stories (case study): Chinese consumers’ favourite UK brands include: Jo Malone, Dyson, Burberry, Next, Ted Baker, Twinings, Cath Kidston, Boy London, Clarks, Mothercare, Joseph Joseph, Trunki. LK Bennett, All Saints, Dr Martens, Riley Snooker, Oliver Sweeney, Liverpool FC, Tangle Teezer, Holland and Barrett, Whittard, Kenwood, Manchester City, Faith in Nature, Radley, GHD
o Early adopters: Chinese consumers are now the most sophisticated consumer group in the world, demanding innovation and new technology from retailers

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Mei Chen

Head of International Business – Luxury and Fashion
Alibaba

11:25 am - 11:45 am Keynote Case Study: Best Of Both Worlds – Connect Locally Whilst Going Global

Elliott Jacobs - Director, Agency and Commerce Consulting EMEA, LiveArea
Technology has made the world feel smaller, and the internet provides the opportunity for brands to go global. eMarketer predicts that global e-commerce sales will reach over $3.5 trillion in 2019. However, retailers face challenges in communicating their brands consistently overseas, whilst remaining relevant and striking a chord with local customers. 

Elliott Jacobs, Director of Commerce Consulting at LiveArea EMEA, explores how brands and retailers can identify and target opportunities in the global market, whilst understanding local nuances. Elliott will discuss how considering local marketplaces and delivery partners can connect with customers and meet fulfilment requirements, plus how to overcome obstacles including local language, currency, and brand loyalty.

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Elliott Jacobs

Director, Agency and Commerce Consulting EMEA
LiveArea

11:45 am - 12:15 pm Keynote Panel: Focusing On The Future: Exploring Tactics For Truly Transformational Growth

Alex Watson - Head of Logistics - Operations & Fulfilment, Superdry Agnes Hjelmer - CEO, KF Beauty Neil Landon - CTO, Feelunique.com
With so much happening in eCommerce that requires immediate attention and action, it can be hard to think to the future. Join us as a panel of eCommerce executives gaze into the eCommerce crystal ball and explore best practices for taking advantage of transformational growth opportunities at your organisation. We will be covering:
- Adapting digital experiences and adopting tech as the interaction gap continues to shrink between humans and machines
- How to stop being data obsessed and becoming insights driven—building a cohesive strategy 
- Future project planning: how agile can your teams be when listening into the customer
- Overhauling team structure, tech, and integration for convenient and seamless shopping experiences

Alex Watson

Head of Logistics - Operations & Fulfilment
Superdry

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Agnes Hjelmer

CEO
KF Beauty

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Neil Landon

CTO
Feelunique.com

12:15 pm - 12:35 pm Don't Let The Stack Hold You Back: From Retail Data To Revenue (Fast)

Mahmoud Arram - Co-Founder & CTO, Bluecore
We’re still trying to solve age-old problems within our digital channels that are blocking us from increasing revenue, driving repeat purchases, surfacing products for discovery, etc... Marketing technology must be fundamentally different in order to communicate in ways consumers love and allow brands to grow, starting with your retail data. Join this talk for a fundamentally different perspective on data that the fastest growing retailers are adopting to drive more revenue with less effort.
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Mahmoud Arram

Co-Founder & CTO
Bluecore

12:35 pm - 12:55 pm Keynote Fireside Chat: Making Moves Towards Truly Seamless Shopping

Marc Dench - CFO, Joules
To provide truly seamless shopping experiences you must eliminate silos and make your customers your “only” channel. This session will look at tactics for turning your brand into a truly omnichannel organization, including:
- Removing internal silos to ensure that providing seamless customer experiences is an internal priority
- Using click & collect to connect the online purchasing path with easy in-store fulfilment
- Creating consistent and cohesive brand experiences on all channels 
- Creating a seamless journey for customers that allows them to have a singular and seemingly effortless shopping experience 
- Measuring the effectiveness of your omni channel initiatives

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Marc Dench

CFO
Joules

12:00 pm - 1:05 pm C-Level Invitation Think Tank: Retailer Only

A bespoke meeting providing C-level retailers the opportunity to address a specific concern in the privacy of a closed-door session.

This think tank is by invitation only, please email ellen.granoff@wbresearch.com with inquiries

12:55 pm - 1:55 pm Lunch And Networking For All Attendees

12:55 pm - 1:55 pm Private Lunch Hosted By Tinyclues

12:55 pm - 1:55 pm Private Lunch Hosted By Exponea

Track A: Cross-Border & Marketplaces

1:55 pm - 2:05 pm Chairperson’s Opening Remarks
Lindsay Hong - COO, Locaria
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Lindsay Hong

COO
Locaria

Track A: Cross-Border & Marketplaces

2:05 pm - 2:30 pm Case Study Presentation: Learnings From Merging Two Etailers Into A Top Three Nordic Player Within Beauty
Pernilla Barkman - CEO, Eleven & Nordicfeel
How do you merge two E-commerce companies into a 50 million euro business? Follow the story when Eleven & Nordicfeel consolidated the Nordic market by joining forces and the success and learnings during the process. 
•Why size matters 
•The new way of competing (against the traditional retailers) 
•The pitfalls when merging 
•Building a joint company culture 
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Pernilla Barkman

CEO
Eleven & Nordicfeel

Track A: Cross-Border & Marketplaces

2:30 pm - 2:50 pm Case Study: How Campaign Intelligence Solutions Empower Global Retail Companies To Reinvent Their Campaign Strategy With Deep Learning
Francois Laxalt - VP, Tinyclues
Segmentation is dead. Discover how global e-commerce players are leveraging AI to increase online and in-store revenue from personalised campaigns
Attend this session and find out:
•How an AI-first approach is creating a unique experience for campaign targeting and planning
•How global teams can quickly and easily implement personalisation at scale
•How to leverage deep learning technology to find the future buyers for any product in the days following a campaign
•How to align a customer-centric strategy with business goals
This session will present best practices from leading retailers and the resulting business impact on revenue and customer engagement. Find out how retailers using campaign intelligence have measured on average a 79% increase in campaign revenue and an average 19% decrease in unsubscribes.
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Francois Laxalt

VP
Tinyclues

Today more than ever, it is easy to access a global customer base. However, as global expansion is both time and resource intensive, it is important to be purposeful and measured with your efforts. Join a panel of eCommerce practitioners as we explore
- Using customer data to determine which international markets are best suited for expansion
- Capitalizing on marketplaces as a foothold in new global markets
- Structuring your internal systems to identify if they support international commerce
- Evaluating the global appeal of your brand, the cost, and your cultural readiness for global growth
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Richard Flint

International Director
HEMA

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Sebastian Kraft

Global Digital Business Development and Digital Transformation Director
Molton Brown

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Keng Zhing Ng

Digital eCommerce Director
Mars

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Robert Gorton

Chief Commercial Officer
Mall for the World

Track B: Omnichannel & Fulfilment

1:55 pm - 2:05 pm Chairperson’s Opening Remarks

Track B: Omnichannel & Fulfilment

2:05 pm - 2:30 pm Retail Case Study Revolution: The Most Critical Component Of Omnichannel Execution – Instore Associates
Gail Banim - Director of E-Commerce and Marketing, Anthony Nicholas Group
Your store associates have the power to be your most powerful brand advocates if you enable them properly. However, optimizing the impact the associates have on your consumers in the store required rethinking the core functions and responsibilities of their roles. This session will go over:
- Reinforcing your brand with store consultants to ensure they effectively represent the brand and are equipped with brand knowledge via mobile tech 
- Ensuring sales consultants can place an order in-store via web when products are not available 
- Training sales consultants to have a more effective method for collecting CRM data, and are conversely empowered with CRM data to help in-store sales 
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Gail Banim

Director of E-Commerce and Marketing
Anthony Nicholas Group

Track B: Omnichannel & Fulfilment

2:30 pm - 2:50 pm Omnichannel Customer Engagement: The Potential Of Chinese Shoppers
Yoav Chernitz - China Business Development Director, SafeCharge
Shopping is no longer a one-channel act anymore. Nowadays shoppers engage with merchants and brands across multiple channels depending on the phases of their customers journey. They might first search online to know more about the products, then move to social media looking for peer-to-peer recommendations and finally go for the purchase via ecommerce or stepping in the brick-and-mortar shop.
The challenge merchants are now facing is to efficiently synchronize multiple channels and optimize the checkout experience to deliver the best customer experience and win over the competition.
China, a continuously evolving laboratory when it comes to ecommerce trends, give us a glimpse into how omnichannel customer engagement will look like soon also in the rest of the world.

Takeaways for this session include:
  1. Best practices and solutions to increase omnichannel customer engagement both from a marketing and payment strategy point of view. 
  2. Overview of Chinese unique approach to shopping while travelling abroad
  3. Focus on the importance of dynamic partnerships to tap in a highly competitive market and the essential role of the payment structure to support successfully the omnichannel approach.
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Yoav Chernitz

China Business Development Director
SafeCharge

From buy online / pick-up in store to buy in-store to mobile product reservations and everything in between, consumers have a vast array omni channel options. Takeaways from this session include techniques for: 
- Forecasting demand to optimize your omni channel supply chain
- Allocating item availability to different channels based on this data 
- Reducing your reliance on price optimisation strategies by synthesizing stock levels across channels 
- Using a comprehensive understanding of past purchasing patterns and your customer base’s buying habits to allocate stock to the appropriate channels and avoid surplus & deficits
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Simone Williams

Head of eCommerce
Whistles

Dee Gittins

Head of Online Trading, Digital Acquisition & International
Hobbycraft

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Faye Roth

Head of Delivery & Transformation
River Island

Track C: Digital Growth & Conversion Optimisation

1:55 pm - 2:05 pm Chairperson’s Opening Remarks
Bogdan Galusca - Business Development Director EMEA, Stefanini

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Bogdan Galusca

Business Development Director EMEA
Stefanini

Track C: Digital Growth & Conversion Optimisation

2:05 pm - 2:30 pm Retail Presentation: Saying The Same Thing Differently: How To Optimize Your Content For Different Channels
Lorna Springall - Head of Social Media, Marks and Spencer
People experience content differently based on where they see it, when they see it, and how they come across it. An email from your brand might get skimmed on the office computer, a social media post glanced at while waiting for coffee, and an online tutorial watched straight through when help is needed depending on a variety of factors. Content is time and cost-intensive, so instead of generating entirely new content for each of your channels, learn how to make the same concepts work in an omnichannel capacity. Takeaways will include:
- Developing an understanding of the purpose of each channel and best practices for formatting posts to match these purposes
- Modifying imagery, language vernaculars and fonts to suit the time of day that customers are receiving or seeing your messaging 
- Tailoring content styles and formats for the device you expect it to appear on
- Understanding the value of each channel and creating content that is compatible with each channel that you wish to use.

Lorna Springall

Head of Social Media
Marks and Spencer

Track C: Digital Growth & Conversion Optimisation

2:30 pm - 2:50 pm Case Study Presentation: The Future of Loyalty: Reimagining Customer Relationships & Engagement
Anthony Gavin - EMEA Regional Director, Narvar
In this engaging session, you will learn how to build customer loyalty through seamless, personalised experiences and understand how to deliver experiences after the buy-button (Post Purchase experiences) that retain, engage, and delight customers. This session will examine real life case studies and examples, to better understand how Post Purchase experiences drive revenue.

Key takeaways include:
1.Turn shoppers into happy customers through clear expectations, personalised convenience, and relevant delivery options
2.Keep customers coming back with branded experiences and keep channels open for communication on their terms
3.Treat your customers with empathy. Combine a human touch with smart experiences that address their evolving needs
4.Get insight at scale. Apply machine learning to understand trends and optimise your experience
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Anthony Gavin

EMEA Regional Director
Narvar

Track C: Digital Growth & Conversion Optimisation

2:50 pm - 3:20 pm Case Study Presentation: The Starting Point For Fashion: How Zalando Wants To Become The Spotify For Fashion
Sara Diez - VP Womenswear, Zalando
We expect that over time, the online fashion market will become less fragmented, with fewer players who will hold sizeable market shares. Going forward we want to become the starting point for Fashion for our customers in Europe. A starting point is the destination customers naturally gravitate to when looking for a product or a service. When you think of music, you open Spotify, when you want to be entertained, you open Netflix. This is what we become for fashion and lifestyle products and we believe that we will be able to achieve this with our platform strategy approach. Offering the best assortment at an unmatched level of convenience.
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Sara Diez

VP Womenswear
Zalando

Retailer-Only Roundtables And Women in Retail Leadership Circle

1:55 pm - 2:30 pm Retailer-Only Roundtable #1: Enhancing Sales Through Best-In-Class Merchandising
Rohan Shanbhag - Head of eCommerce, LEGO
Roundtable discussions are small peer-led group discussions on a niche topic. Talk about your key challenges and hear how other retailers are overcoming them. Please visit the website to see updates on roundtable moderators.
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Rohan Shanbhag

Head of eCommerce
LEGO

Retailer-Only Roundtables And Women in Retail Leadership Circle

2:30 pm - 3:20 pm Retailer-Only Roundtable #2: Performance Marketing Best Practices
Samantha Johnson - Head of CRM and Hobbycraft Club, Hobbycraft
Roundtable discussions are small peer-led group discussions on a niche topic. Talk about your key challenges and hear how other retailers are overcoming them. Please visit the website to see updates on roundtable moderators.

Samantha Johnson

Head of CRM and Hobbycraft Club
Hobbycraft

3:20 pm - 4:10 pm Cupcakes & Conversations Afternoon Break

Join us for cupcakes, conversations and more at our afternoon break!

4:10 pm - 5:20 pm Invitation Only Cheers With Peers Pairing Hosted By Monetate

Join Monetate for an exciting tasting experience as you relax with fellow retailers during the conference.

4:10 pm - 5:20 pm Invitation Only Cheers With Peers Pairing Hosted By Cheetah Digital

Join Cheetah Digital for an exciting tasting experience as you relax with fellow retailers during the conference.

Track A: Cross-Border & Marketplaces

4:10 pm - 4:35 pm Case Study Presentation

Track A: Cross-Border & Marketplaces

4:35 pm - 4:55 pm Case Study Presentation: Growing Your Business Through Omnichannel Marketing Automation
Join us for an exciting presentation by Agillic about how omnichannel marketing automation can be used to drive personalised and engaging customer experiences. Key takeaways may include:
  • Creating and executing personalised communications for your customers
  • Extending, fine tuning, and mixing up different communication tactics and styles to adapt to changing consumer preferences and continuously updated data
  • Delivering the right message to the right customers, at the right time and at the right place

Track A: Cross-Border & Marketplaces

4:55 pm - 5:20 pm Lightning Round Panel: Are You Better Off On Your Own? Evaluating And Overcoming The Limitations Of Marketplaces
Mark Dunhill - Chief Executive Officer, Whittard of Chelsea
When you list your goods or services on a marketplace, you boost your brand’s exposure and get your product in front of a whole new group of engaged shoppers. However, this often comes at the cost of control over your brand’s image and perceived identity in the space. Join us for a lively discussion about the pros and cons of marketplaces and come away with insight into:
- Using robust product descriptions to differentiate your product when it is listed amongst competitors on a marketplace
- Ensuring consistent pricing across all of your channels to enhance confidence in your brand’s authenticity
- Utilizing alternative product touchpoints on your own site such as FAQs and supplemental brand content to engage with customers that have purchased your product elsewhere
- Understanding that perhaps the true purpose of marketplaces is brand exposure rather than enhanced customer lifetime value 
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Mark Dunhill

Chief Executive Officer
Whittard of Chelsea

Track B: Omnichannel & Fulfilment

4:10 pm - 4:35 pm Retail Presentation: How We Deliver On Our Promises With Lower Cost Yet Higher Flexibility
Rossen Roussev - Director, Digital Architecture, Global eCommerce, Pandora
Join Rossen Rousev of Pandora as he explores the company's approach to delivering on brand promises without breaking the bank. Rossen will explore
  • Maintaining cost effectiveness without compromising flexibility
  • The Pandora approach to innovation & engagement
  • Forging meaningful customer relationships
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Rossen Roussev

Director, Digital Architecture, Global eCommerce
Pandora

Track B: Omnichannel & Fulfilment

4:35 pm - 4:55 pm Case Study Presentation: Achieving World-Class Customer Engagement At Scale
Research shows that consumers interact, engage, and spend more time with brands that are doing a great job with cross-channel marketing. This session with Iterable will explore how this can be done at scale and offer insights into:
  • Automating cross-channel campaigns based on shopper behavior insights derived from your website
  • Developing personalized pre and post purchase flows for consumers based on specific triggers
  • Creating a seamless cross-channel experience that is personalized at the individual level but manageable to scale

Track B: Omnichannel & Fulfilment

4:55 pm - 5:20 pm Lightning Round Panel: Mapping Out The Omni-Channel Experiences That You Need To Provide For Today’s Customer
Ash Siddique - Managing Director & Co-Founder, Missy Empire Melissa Dunn - Head of Digital Product Development, Sainsburys Argos Lisa Small - Head of Online, Hackett London
Omnichannel is a hot topic today and there a number of ways to bring your company closer to achieving it. This session will go over:
- Ascertaing the omnichannel tech that is the make or break for 2019— and how to practically apply it
- Revamping back end systems to create revenue driving omnichannel experiences 
- Examining you logistics and shipping: putting programmes in place that reflect your customers’ needs
- Creating seamless, personalized messages to retain loyalty post purchase
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Ash Siddique

Managing Director & Co-Founder
Missy Empire

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Melissa Dunn

Head of Digital Product Development
Sainsburys Argos

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Lisa Small

Head of Online
Hackett London

Track C: Digital Growth & Conversion Optimisation

4:10 pm - 4:35 pm Fireside Chat: Get Personal – Use Artificial Intelligence To Improve Your Bottom Line
Imran Khan - Head of eCommerce, Woodhouse Clothing
Personalised marketing emails and cross-selling promotions are only scratching the surface when it comes to creating a truly personalized and optimized shopping experience for your customers. This session will explore how the power of AI can be used to:
- Sell what your customers need/want – isn’t that obvious?
- Treat each customer individually – personalise customer experience for every visitor
- Avoid just driving sales, and instead drive profitable sales (be clever with your budgets)
- Ultimately  improve your bottom line
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Imran Khan

Head of eCommerce
Woodhouse Clothing

Track C: Digital Growth & Conversion Optimisation

4:35 pm - 4:55 pm Case Study Presentation: Search With A Guaranteed Conversion Lift
Monal Patel - SVP & Chief Business Officer, Unbxd Inc.
Given today’s vast amounts of data and user queries, making e-commerce search engines more efficient is an extremely challenging problem. Brands already use machine learning to enhance predictions and improve the search functionality on their sites. Whether this intelligence is built in-house or facilitated by a third-party, it involves training algorithms to predict shopper behavior with a high level of accuracy based on its understanding of a set of largely consistent and recurring parameters. Unbxd is at the forefront of that effort, and our customers attest to the higher conversions we have delivered. Find out how AI and personalization can help you serve your customers better through strong site-search, category pages, and accurate recommendations.

Key Takeaways Include:
  • Learn why site search technology isn't enough. You need an intelligent search system AND good usability practices to build a better search experience.
  • Discover top usability guidelines and recent innovations in site search.
  • Expert examples from top retailers on how they created a site search experience.
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Monal Patel

SVP & Chief Business Officer
Unbxd Inc.

Track C: Digital Growth & Conversion Optimisation

4:55 pm - 5:20 pm Lightning Round Panel: How To Win The Digital Advertising Game
Yoann Pavy - Head of Digital Marketing, Depop Rohan Shanbhag - Head of eCommerce, LEGO
Digital advertising encompasses an extremely wide range of promotional initiatives. Our experts will help you sort through the challenges associated with:
- Targeting customers through YouTube based on Google searches
- What content is standing out, and what is just stale
- Ensuring you digital marketing is creative and informative to avoiding ad-blocking 
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Yoann Pavy

Head of Digital Marketing
Depop

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Rohan Shanbhag

Head of eCommerce
LEGO

Retailer-Only Roundtables And Women in Retail Leadership Circle

4:20 pm - 5:30 pm Women In Retail Networking & Cocktails
Samantha Johnson - Head of CRM and Hobbycraft Club Hobbycraft
Listen and be inspired by fellow executives in eCommerce; then, cultivate new friendships and discuss the issues that were raised on the panel. This session is for retail attendees only. Please email ellen.granoff@wbresearch.com if you are interested in attending this session.

Samantha Johnson

Head of CRM and Hobbycraft Club
Hobbycraft

5:20 pm - 6:20 pm Happy Hour Reception

You made it through day one of eTail Europe! Treat yourself to a pint as you mull over the day's sessions and connect with some of your fellow attendees about the standout sessions you enjoyed most.

6:20 pm - 6:20 pm Close Of eTail Europe Day One