eTail Europe 2018

19 - 21 June, 2018

Queen Elizabeth II Conference Centre, London

44 20.7368.9465

Day One (Tuesday 19 June) - Omnichannel & Online Growth Tactics

Our speakers are transforming retail and are here to share their tactics around growth, disruption and omni-commerce strategies. Gain fresh, new ideas to drive sustainable growth for your retail business

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


Ellen Granoff

Associate Producer, eTail Europe
Worldwide Business Research


Lori Hawthorne

Divisional Director
Worldwide Business Research

9:00 am - 9:10 am Chairperson's Opening Remarks

Andy Berry, VP EMEA Retail and Software,Pitney Bowes

Andy Berry

VP EMEA Retail and Software
Pitney Bowes

9:10 am - 9:30 am Keynote Fireside Chat: Transforming M&S Into A Global, Modern, Aspirational Brand

Patrick Bousquet-Chavanne, Executive Director, Customer, Marketing and M&,Marks and Spencer


Patrick Bousquet-Chavanne

Executive Director, Customer, Marketing and M&
Marks and Spencer

9:30 am - 9:50 am Keynote Fireside Chat: Evolving Your Digital Marketing Strategy To Suit The Ever Changing Needs Of Your Customers

Neilson Hall, Head of Digital Marketing,Shop Direct
In this opening fireside chat presentation, Neilson delves into the greatest opportunities that exist in digital marketing today.  Learn how to communicate most effectively with the needs of both today and tomorrow’s consumer. 

Neilson Hall

Head of Digital Marketing
Shop Direct

9:50 am - 10:15 am Keynote Panel: Executing A Targeted, Customer-Focused Omni-Channel Approach

Una Kwong Magnus, Head of eCommerce,Temperley London
Our panelists have identified ways to bring omnichannel to the forefront at their organizations.  They’ll look at internal organization and infrastructure barriers to omni success in this keynote group Q&A discussion.

•De-siloing your organization to implement omnichannel strategies
•Looking at IT and eCommerce infrastructure to connect the channels
•Testing to ensure efficiency and accuracy of your approach

Una Kwong Magnus

Head of eCommerce
Temperley London

10:15 am - 11:10 am Exhibit Hall Grand Opening, Refreshment Break and Morning Welcome Party

11:10 am - 11:30 am Keynote: Transforming From A Traditional Retailer (Going From Old-Tail To New-Tail)

Ralph Tucker, Chief Product and Supply Chain Officer,N Brown Group
Ralph has led multiple retail transformations and brings his strategies for success to eTail Europe. He’ll discuss how to put systems in place to support growth, and to revolutionize your retail business.
•Identifying the best platform and supporting systems to support growth 
•Economies of scale, resulting in more effective use of development budget 
•Centralized learning that can be fed back to other business areas 

Ralph Tucker

Chief Product and Supply Chain Officer
N Brown Group

11:30 am - 11:50 am Keynote: Amazon Pay Executive Presentation

Karen Pepper, General Manager, UK,Amazon Pay
Hear best practices shaping the future of retail in this dynamic keynote session.

Karen Pepper

General Manager, UK
Amazon Pay

11:50 am - 12:15 pm Keynote Panel: Taking Advantage Of Omnichannel Opportunities Today

Joel Robinson, Head of Strategy & Planning,Sainsbury's Corin Mills, Head of Brand,Dixons Carphone
Are you truly take advantage of today’s omni customer? Our keynote panel examines all facets of the omni experience, and will ensure you can capitalize on every opportunity to increase your sales across channels. 

•Defining what omnichannel means to retailers today
•Merging the online/offline worlds 
•Building functionality between web and store systems 
•Ensuring there is recognition of the customer when they travel between channels
•Taking advantage of omni-channel opportunities (in-store try on, purchase in-store, make reservations for an appt in–store, etc.) 

Joel Robinson

Head of Strategy & Planning


Corin Mills

Head of Brand
Dixons Carphone

12:15 pm - 12:35 pm Keynote: How To Win Customers On The Modern Mobile Web

With more consumers turning to their phones to shop, technology giants Google and Apple are investing to make the modern mobile web more powerful than ever. It’s time to unlock the full functionality of the web to boost customer acquisition, drive re-engagement, and increase revenue.

This session will uncover:
-A brief introduction to Progressive Web Apps and why technology giants Google and Apple are making big investments in this new approach to the web.
-Why global retailers are choosing a Progressive Web App over a responsive redesign to solve their mobile pain points and differentiate from their competitors.
-Retail case studies on the impact of Progressive Web Apps on mobile performance and conversion.

12:35 pm - 12:55 pm Keynote Fireside Chat: Build Loyalty Through Brand-Led Omnichannel Experiences

Tobias Mattsson, CEO,Nordic Feel
The core of providing great omnichannel  experiences is to not only ensure everything is seamless and the channels feel invisible to your customers, but also to remain on brand. This session looks at how to design experiences around your customers, cross-channel, that will help increase sales.  

•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

Tobias Mattsson

Nordic Feel

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

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

Track A: Customer Acquisition And Conversion

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

Track A: Customer Acquisition And Conversion

2:05 pm - 2:35 pm Case Study Revolution: Website And Performance Optimization For Peak Trading - Lessons From Black Friday 2017
Simon Toon, Head of eCommerce Technology Services,House of Fraser
In this session Simon reviews what went well and what he learned in the peak trading period 2017 at House of Fraser. 

He’ll explore in detail what they did to prepare for the busiest shopping period, and why, and reflect on what they're planning to do better next year.

•Optimise your Business to IT comms (and vice versa)
•Plan your People Resourcing in line with business plans
•Work with your IT partners on scenarios, plans and limits
•Model and test your capacity scaling model with accurate data

Simon Toon

Head of eCommerce Technology Services
House of Fraser

Track A: Customer Acquisition And Conversion

2:35 pm - 2:55 pm Executive Presentation
Hear best practices shaping the future of retail in this dynamic session by Tinyclues and a retail executive.
Programmatic advertising can help ensure your campaigns are highly targeted and relevant.  But not having an in depth strategy can lead to a waste of resources and a bad customer experience. Our panelist will help you map out the best programmatic strategy for your business. 

•Determining your data, tech, and service strategy for the long term
•Innovating both internally and through agency partners to increase transparency
•Cultivating relationships with partner agencies so that you can increase transparency and security  
•Looking  ahead to the future of programmatic and understanding what opportunities exist

Lara Izlan

Director, Advertising Platforms & Data Solutions
Auto Trader UK


Sergio Romero

Director, Marketing and Performance Analytics


Anouk De Lange

Director, eCommerce & Marketing
National Lighting

Track B: Data And Personalisation

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

Track B: Data And Personalisation

2:05 pm - 2:35 pm Case Study Revolution: Beyond The Smiley: Measuring Emotional Responses To Remove Friction In The Customer Journey
Rob Watson, Head of eCommerce,Hotter
Rob will take you through the biometric UX Lab testing that Hotter is using to understand their customer journey better.  By measuring facial expression, positive and negative brain waves, galvanic skin response and using eye tracking correlated with customer feedback they identify the areas where the customer journey creates micro and extreme emotional responses.  Many of these are due to UX considerations online and some create wider considerations for brand and product. Learn all about how to remove customer friction in your customer journey in this interactive session. 

•How biometrics can help us understand like never before what emotions users experience in reaction to our web journeys
•Examples of emotions we experience and measure when shopping online
•Ideas for removing negative emotions and increasing positive reactions from UX

Rob Watson

Head of eCommerce

Track B: Data And Personalisation

2:35 pm - 2:55 pm Building Customer Loyalty Through Speed And Precision
Amit Bivas, Head of Marketing,Optimove
The marketer’s first commandment should be "move at the speed of the customer". This requires the technology to enable you to move from ideation to execution in no time . Move at the speed of your customers utilizing the single customer view, micro-segmentation, scientific uplift measurement and team agility, and learn the tactics for achieving that while increasing all customer KPIs – including conversion, spend and LTV – by fostering loyalty.

Amit Bivas

Head of Marketing

Track B: Data And Personalisation

2:55 pm - 3:25 pm In Conversation About: Killer Uses Of Data To Drive Business Intelligence
Alice Hastings-Bass, Co-founder,
Instead of just using collecting data, it’s time to put it to use. You’ll examine ways to truly implement customer data in a way that improves the customer experience after attending this session.

•Developing and implementing a cohesive strategy for data sharing to achieve business goals
•Breaking down silos to bridge the gap between marketing and IT
•Data dashboards: showcasing metrics to communicate business value to the company 

Alice Hastings-Bass


Track C: Omnichannel And Mobile

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

Track C: Omnichannel And Mobile

2:05 pm - 2:35 pm Fireside Chat: Multi-Channel Retailing At Scale
Josie Cartridge, Customer Director,River Island
Josie will discuss the challenges and insights of multi-channel retailing at scale in the UK, and how River Island is managing change within a highly competitive and constantly changing landscape. 

•How to bring together channel focused P+Ls into customer focused trading strategies
•Product has driven Retailers for so long but now customer behavior is really driving our business model – what does this mean for product and brand focused business
•Bringing together brand and performance marketing through understanding customer behavior and multi-channel impacts

Josie Cartridge

Customer Director
River Island

Track C: Omnichannel And Mobile

2:35 pm - 2:55 pm Fortune Favours The Brave: Leadership Qualities That Drive Change
Laurel Wolfe, Marketing Director,Klarna
Hear best practices around leadership qualities that drive change in this dynamic session hosted by Klarna and a retail client.

Laurel Wolfe

Marketing Director

Track C: Omnichannel And Mobile

2:55 pm - 3:25 pm In Conversation About: Driving The Sale In Any Channel: Rethinking Your Store Strategy
Richard Wilson, Director, Digital,Burton Gareth Rees-John, Director, Multichannel,Miss Selfridge Dave Abbott, Head of In-Store Technology,Dune Group
It’s time to reexamine your store channel.  By using the right technology and tools you can increase conversion both in-store, and in other channels. This panel looks at store strategies from multiple perspectives, so you’re guaranteed to leave with pages of notes. 

•Using your store for product awareness, research and purchase 
•Putting deployable and flexible  technology in place to enable cross-channel shopping
•Trying to drive the sale in any preferred customer channel
•Incentivizing and rewarding in-store associates for their omnichannel efforts

Richard Wilson

Director, Digital


Gareth Rees-John

Director, Multichannel
Miss Selfridge


Dave Abbott

Head of In-Store Technology
Dune Group

Retailer-Only Roundtables And Women In eTail Leadership Circle

1:55 pm - 2:55 pm Roundtable #1: Globalization Best Practices
Antony Comyns, Head of eCommerce,Hawes & Curtis
Roundtable discussions are small peer-led group discussions on a diverse set of niche topics. Talk about your key challenges and hear how other retailers are overcoming them.  Space  is limited. 

Topic: Globalization Best Practices

Antony Comyns

Head of eCommerce
Hawes & Curtis

3:25 pm - 4:15 pm Afternoon Break - Sweet Treats

Satisfy your sweet tooth with our delicious desserts and meet with the best technology providers in retail today. Only in the Exhibit Hall.

4:15 pm - 5:45 pm Invitation Only Gin Tasting Hosted By Cheetah Digital

Indulge in your favorite gin cocktails during this tasting, hosted by Cheetah Digital. With the perfect food pairings, this will be an experience you’ll never forget!

Track A: Customer Acquisition And Conversion

4:15 pm - 4:45 pm Delivery Panel Revolution: Making Delivery A Customer Engagement Experience
Craig Wheeler, COO,Scotts & Co Jon Asbury, Multichannel Director,GO Outdoors
A huge part of the customer experience is around fulfillment and delivery of the order. Learn the ways in which retailers are using delivery as an effective engagement and retention tool for their customers.

•Assess which delivery options will work for your brands without cutting into profit margins
•Testing a spending threshold to get your customer to reach a free shipping incentive
•Working with third parties to allow  control over key parts of your supply chain, including inventory management and shipping
•How can your disparate stock, IT and marketing systems talk to each other?

Craig Wheeler

Scotts & Co


Jon Asbury

Multichannel Director
GO Outdoors

Track A: Customer Acquisition And Conversion

4:45 pm - 5:05 pm Executive Presentation
Hear best practices about retail and technology in this session.

Track A: Customer Acquisition And Conversion

5:05 pm - 5:30 pm Case Study: The Four Pillars of Ecommerce
Sumantro Das, Director, Product Innovation & Growth Brands,
Sumantro will focus on discovery, engagement, speed to transaction and customer relationship – which ties directly into new ideas/products into driving growth.  If you have a marketing background, this session is for you.

Sumantro Das

Director, Product Innovation & Growth Brands

AI has huge potential in retail - but many aren't sure of the applications and how to get their internal systems aligned to take advantage of the opportunities. This panel walks through starting points in retail. get ready for the next big wave of change in retail today.
- Centralizing data and hiring data scientists to assess qualitative growth
- Breaking down silos to bridge the gap between marketing and IT
- Data dashboards showcasing metrics to communicate business value to the company
- Smalls steps to big leap, implementing incremental innovation with practical examples versus immediate overhaul of your tech stack.

Danielle Haugedal-Wilson

Head of Business Architecture & Analysis
Co-Op Group


Sergio Romero

Director, Marketing and Performance Analytics


Gareth Rees-John

Director, Multichannel
Miss Selfridge

Track B: Data And Personalisation

4:45 pm - 5:05 pm Executive Presentation
Hear best practices shaping the future of retail in this dynamic session from Certona and a retail client.

Track B: Data And Personalisation

5:05 pm - 5:30 pm AI: The Death Of Chat?
Angus Cormie, Director, eCommerce & Marketing - EMEA,Dell Corporation
Two years ago, Dell launched 'Ava,' their Virtual Chat service. As a first foray into the world of AI, the outcome of the pilot drove different results than original expectations. Subsequently, the service has helped define a little more clarity around the future roadmap for service delivery for their customers into the next decade. Angus will discuss the impact Ava has had and his thinking on future opportunities and roles for AI in eCommerce.

- Determining what future AI will have in your day-to-day eCommerce operations
- Looking at the launch of AI Chat at Dell, what does the experience tell us might really happen
- Making the business case for AI... what numbers should you be looking at to drive AI developments?

Angus Cormie

Director, eCommerce & Marketing - EMEA
Dell Corporation

Track C: Omnichannel And Mobile

4:15 pm - 4:45 pm Panel Revolution: Bringing The Online Experience Alive In Brick And Mortar
Nigel Blunt, Head of Operations Development,Sainsbury's Richard Voyce, Head of eCommerce,Dreams UK Steve Millard, Head of eCommerce & Digital,Arla Foods
Looking to understand how to merge your offline and online channels?  This panel presents many tactics to realize your full omnichannel potential. 

• Use mobile and digital as a long-term, trusted instore companion Transitioning instore systems and kiosks to capitalize on digital payments 
• Tracking performance of your cross channel strategies

Nigel Blunt

Head of Operations Development


Richard Voyce

Head of eCommerce
Dreams UK


Steve Millard

Head of eCommerce & Digital
Arla Foods

Track C: Omnichannel And Mobile

4:45 pm - 5:05 pm Executive Presentation
Hear best practices about retail and technology in this session.

Track C: Omnichannel And Mobile

5:05 pm - 5:30 pm Engaging Real People
Brad Ainslie, Head of IT,Crew Clothing Company
Getting an ERP project started is just as difficult as getting it completed on time and on budget. Is there a magic wand you can use? Following some simple steps to help you not lose focus at critical times may be the answer. Brad presents those steps at eTail Europe and provides a guide to:
- Assessing goof / bad ERP for your business
- Choosing the right partner
- Employee engagement
- Getting it done

Brad Ainslie

Head of IT
Crew Clothing Company

Retailer-Only Roundtables And The Women in eTail Leadership Circle

4:15 pm - 5:30 pm Women In eTail Networking & Cocktails
Listen to and be inspired by fellow fierce femmes of eCommerce; then, cultivate new friendships. This session is for the retail attendees only and space is limited.

If you are interested in attending, please email

5:30 pm - 6:30 pm Exhibit Hall Happy Hour Reception & Free Giveaways

Before leaving for the day, head into the exhibit hall to grab a cocktail and some amazing free prizes!

6:30 pm - 6:30 pm Conclusion of eTail Europe Day One