eTail Europe 2018

19 - 21 June, 2018

Queen Elizabeth II Conference Centre, London

44 20.7368.9465

Day Three (Thursday 21 June) - Future Retail Tech & Customer Retention

Our third day has can’t miss sessions focusing on retail technologies that will shape eCommerce for years to come! We’ll focus on innovative tech such as VR and AR, mobile and social and customer retention best practices.

8:30 am - 9:00 am Breakfast & Registration

9:00 am - 9:15 am Chairperson's Opening Remarks

9:15 am - 9:35 am Keynote Presentation: Digital Innovations At Moleskine

Peter Hobolt Jensen, Chief Digital Officer,Moleskine SpA
Peter has  made a career out of finding ways for offline brands to tweak their messaging to suit the digital environment.  And he brings this expertise to Moleskine, where he is helping the company to transform digitally. 

Peter Hobolt Jensen

Chief Digital Officer
Moleskine SpA

9:35 am - 9:55 am Keynote: Examining Immersive Retail Today: VR And AR Best Practices

Melissa Dunn, Head of Digital Product Development,Sainsburys Argos
Melissa's passion is creating digital experiences and teams that change what users think is possible, resetting what users think is great. She brings her wealth of knowledge to Sainsbury's Argos and will delve into the use of new technology such as VR and AR to enhance the user experience.

Melissa Dunn

Head of Digital Product Development
Sainsburys Argos

9:55 am - 10:20 am Keynote Panel: Mapping Out Transformational Growth Opportunities In Retail

Thilo Bendler, Vice President, Knowledge Management,Otto Group Shelagh Stoneham, SVP, Marketing,Chico's
Our keynote panel looks at transformation in retail – how to achieve it, processes involved and how to eliminate barriers to achieve your goals.  You’ll understand how to begin and fully realize your transformation journey.

•Looking at barriers to cultural transformation
•Keeping up with and mapping changes for the short term, and long term
•Developing an overall data-centric picture of your customer as the foundation for your business strategies

Thilo Bendler

Vice President, Knowledge Management
Otto Group


Shelagh Stoneham

SVP, Marketing

10:20 am - 10:50 am Morning Refreshment Break & Networking

10:50 am - 11:10 am Pinball Wizardry In Today's Retail Game

Shelagh Stoneham, SVP, Marketing,Chico's
Retail today is under intense pressure as evidenced by a record number of brands reporting soft earnings, THE closing of bricks & mortar locations and bankruptcies. This presentation  recognises today's retail game killers and The seemingly mysterious forces at play as well established and highly respected brands disappear overnight.
You will hear The future trends of retail and five steps that retailers (aka pinball wizards) can take to regain market share and be ready for future opportunities. a case study of CHICO’S, a 35 year old $1.2B OMNICHANNEL specialty retailer will illustrate how this can be accomplished.


Shelagh Stoneham

SVP, Marketing

11:10 am - 11:20 am Technology Innovation Spotlight

Hear about the best practices shaping the future of retail in this dynamic session.

11:20 am - 11:45 am Keynote Panel: Restructure Your eCommerce Experience To Increase Conversion

Sebastian Kraft, Global Business Development and Digital Transformation Director,Molton Brown Tayyaba Malik, Head of eCommerce,Lulu Guinness
Conversion optimisation remains a consistent challenge for all retailers. Hear tried and true strategies to help drive the sale and leave with the means to increase your conversion rates.

•Creating a consistent web and content experience across every platform 
•Features you need to have to showcase the product clearly and to encourage sales
•Supplying a smooth shopping process with fewer clicks to buy

Sebastian Kraft

Global Business Development and Digital Transformation Director
Molton Brown


Tayyaba Malik

Head of eCommerce
Lulu Guinness

11:45 am - 11:55 am Technology Innovation Spotlight

Hear about the best practices shaping the future of retail in this dynamic session.

11:55 am - 12:20 pm Keynote Presentation

Paul Rawlings, Head of IT,Footasylum plc
Paul shares how FootAsylum has built capabilities from the ground up and how they are responsive to an ever-changing retail environment. You will hear firsthand about the way retail has changed and how they are adapting.

Paul Rawlings

Head of IT
Footasylum plc

12:20 pm - 12:40 pm Keynote Fireside Chat: Your Tech Teams Are Your Fuel - How To Make Sure They Are Diverse

Danielle Haugedal-Wilson, Head of Business Architecture & Analysis,Co-Op Group
Omitting your tech teams from your strategy discussions could prove to be fatal - tech fuels the future of retail. Leaving your IT functions as they are is not an option if you want to grow and remain competitive. Understanding what needs to change in terms of ways of working and diversity and making that happen is vital for your future success, and Danielle shares an inside look at how they do just that at The Co-operative Group. 

•Acknowledging your tech teams are vital to your success 
•Organising them to fuel your ambitions
•Understanding why diversity matters in your tech teams
•Steps for hiring a diverse team

Danielle Haugedal-Wilson

Head of Business Architecture & Analysis
Co-Op Group

12:40 pm - 1:00 pm Keynote: Experiential Retail: How Smith & Sinclair Is Using Brand Experiences To Sell Product And Build Millennial Loyalty

Melanie Goldsmith, Managing Director,Smith & Sinclair
Melanie Goldsmith is the Managing Director of Smith & Sinclair, an Edible Cocktail company that was born out of a board game speed-dating night. The events & products were built around the idea of getting Adults to ‘play more’.  
In this session, Melanie will explain how a side project of the initiatives has become the core USP of the Smith & Sinclair by using retail experiences to engage deeper brand loyalty by having added value rather than ‘pr stunts’  to  enhance the brand's authenticity while developing a strong following amongst consumers.

Melanie Goldsmith

Managing Director
Smith & Sinclair

1:00 pm - 1:50 pm Lunch

1:50 pm - 2:15 pm Keynote Fireside Chat: Transforming From Bricks To Clicks

Simon Calvert, Trade Director,Bonmarche
Simon will share a view and experience of Bonmarche’s  journey from a predominately bricks and  mortar retailer to multi-channel.

•Changing ‘hearts & minds’ & the way the business operates.
•The customer journey doesn’t start & end in one place.
•The rules are different & require alternate thinking.

Simon Calvert

Trade Director

2:15 pm - 2:45 pm Lightning Round Panel: Top Priorities For Mobile UX in 2018 And Beyond

Francesca Contardo, Head of eCommerce,Pandora Jim Warren, Director of Marketing,Bloom & Wild
This session is all about optimal design for your mobile experience.  Turn traffic into sales after attending this focused discussion.  The panelists will tackle page design, checkout and more and you’ll leave with pages of notes and a new outlook on the type of experience you’re offering your mobile customers. 

•Determining preferential product page placement to grab customers
•Hybrid adaptive versus responsive: a quick checklist of pros and cons
•Reviewing performance factors for your mobile UX

Francesca Contardo

Head of eCommerce


Jim Warren

Director of Marketing
Bloom & Wild

2:45 pm - 3:10 pm Enhancing The In-Store Experience: Scan & Pay In Coop Denmark

Soeren Kallfoed, Digital Business Developer,Co-operative Group
Soren has been working with implementing mobile self scan in Coop for the past 1,5 years as a UX Lead. His presentation will give an example of how to work with the customer at the center, and some of the challenges of doing so in a large and traditional organization. He will also show bits of the solution, that they are rolling out from April 2018 in Denmark. This session will focus on how to create seamless customer experiences that actually creates value for the users.

•Insights into mobile self scan implementation in retail
•How Coop works with customer driven design
•Embracing the complexities of such innovations (customer side and organizational side)

Soeren Kallfoed

Digital Business Developer
Co-operative Group

3:10 pm - 3:30 pm In Conversation About: The Keys To Successful Social Selling

Mark Campbell, Head of Customer Marketing,QVC
Even though social media is often thought of as a retention tool – social commerce is still viable and effective.  Figure out which platforms will give you the greatest ROI on your social commerce strategies.

•Utilizing image-based platforms as if they are catalogs to lead to a direct sale
•Video: shoppable content to immerse the buyer into your brand’s lifestyle
•Blogging: curating content that is to the point, relevant, and promotes need-to-have products

Mark Campbell

Head of Customer Marketing

3:30 pm - 3:30 pm Close of eTail Europe