eTail Europe 2017

June 20-June 22, 2017

Queen Elizabeth II Conference Centre, London

44 20.7368.9465

Digital Transformation

08:00 AM - 08:50 AM Breakfast & Registration

Join us bright and early as we start the day with tea, coffee and a light breakfast.

08:50 AM - 08:55 AM Welcome Remarks

Greg Ashton, Senior Director, eTail Europe

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Greg Ashton

Senior Director
eTail Europe

08:55 AM - 09:10 AM Chairperson's Opening Remarks: Beating Amazon is a Data Problem

Diana Smith, Head of Product Marketing, Segment
Amazon took 40% of online market share last year. How did they do it? Diana Smith, this morning's chairperson and head of product marketing at Segment, will break down retail experiences that drive brand loyalty require a complete, historical, and real-time understanding of each individual customer. She'll walk through specific examples to crystalize what we actually mean when we talk about data.
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Diana Smith

Head of Product Marketing
Segment

09:10 AM - 09:35 AM KEYNOTE: What Was, What Is & What Will Be - Taking The Next Steps In Digital Experience

Charlotte Briscall, Head of Digital Experience, Sainsbury's
What distinguishes customer-centric organisations from other companies that proclaim their customer focus? In short, they’ve re-oriented their entire operating model and eCommerce design around the customer, increasing profitability in the process. Charlotte is a digital director of design with over fifteen years experience working in both large in-house creative teams and agencies. Here Charlotte takes you on Sainsbury’s digital experience journey so far and offers valuable lessons that can be applied in your own retail environment:

Define the customer experience, then deliver it in a completely channel-agnostic way
Constant testing of mobile and desktop features and functionality to keep ahead of customer expectation
Invite customer feedback and take action on it to make their journey frictionless


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Charlotte Briscall

Head of Digital Experience
Sainsbury's

09:35 AM - 10:00 AM KEYNOTE: The Application Of Wearables In Retail

Billie Whitehouse, CEO, Wearable X
As the Co-founder & CEO of Wearable X, Business Insider recently named Billie as one of the 30 most important women under 30 in tech and she was named in the 100 Most Creative People in Business by Fast Company. Why? Because she is determined that the future of wearables shouldn’t be about what they can do – but how they can make you feel. Billie outlines her vision of future wearable technology and it’s application in retail, namely designing for intimacy, entertainment and other areas usually disconnected from the wearable tech conversation. You won’t want to miss this exclusive talk that will challenge your view of what it means to mash up technology and creativity.

What does wearable tech look like today?
How this can change the face of retail?
How do we design for touch in a digital age?

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Billie Whitehouse

CEO
Wearable X

10:00 AM - 10:20 AM KEYNOTE: Capitalising On The Growing Cross-Border eCommerce Opportunity – The Key Steps For Successful International Expansion

Nir Debbi, Co-Founder & CMO, Global-e
The global market for Cross-border eCommerce is growing rapidly and predicted to surge to $1 trillion by 2020. Coupled with the weaker pound following the Brexit vote, and with the high affinity for British brands, there is an enormous opportunity for British retailers to boost their sales by targeting shoppers worldwide. However, retailers need to overcome major barriers in order to realise the Cross-Border eCommerce potential. Localisation is a key driver to take advantage of the opportunity and remove the barriers. How can retailers localise their offering and enjoy a huge uplift in international sales without costly and time consuming investment? Join us on our speaking session to find out more about the fundamental building blocks for effective localisation and the key steps for fast and seamless international expansion.

• International expansion – key milestones for successful international propositions
• Localisation – how a relevant, localised offer will increase your conversion rates
• Cross-Border customer experience - how to achieve seamless local experience for cross-border shoppers
• Increasing international ROI – how to capitalise on the Cross-border eCommerce opportunity effectively
• Client case study – an example of a successful international expansion strategy with outstanding results

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Nir Debbi

Co-Founder & CMO
Global-e

10:20 AM - 10:50 AM REDESIGN KEYNOTE PANEL: Modernise Your Site To Boost Your Brand, Traffic And Conversion

Geoff Bull , Head of Demand Conversion , Wiggle Niranjan Soni , Head of Multichannel Development , The White Company Jai Whiting , Head of Digital & eCommerce, JML
You already know that without redesigning your website/app/store environment on a somewhat regular basis, your branding and sales tools will be out-of-date and conversion rates will drop. But now it’s time to redesign, what should you consider first and why? Our panelists have blazed a trail and are here to explain what works and what doesn’t:

Boosting your front-end brand image, traffic, search rankings and sales with minimum back-end headache
Gaining buy-in for testing to identify what’s necessary to update, and what’s not
Tracking guest response and iterating along the way

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Geoff Bull

Head of Demand Conversion
Wiggle
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Niranjan Soni

Head of Multichannel Development
The White Company
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Jai Whiting

Head of Digital & eCommerce
JML

10:50 AM - 11:30 AM Tea Bar Morning Break

Are you an Earl Grey or English breakfast kind of person? For those of you visiting from outside the UK, join us for tea and biscuits in the Exhibit Hall.

11:30 AM - 11:55 AM KEYNOTE: Breaking Down The Walls of Traditional Retail

Savannah Sachs, Managing Director UK, Birchbox
In 2010, while digital start-ups were disrupting many sectors, beauty was not one of them; only 2% of beauty products were bought online. There were many challenges to beauty becoming internet based with consumers being cautious to buy premium products before trial. That’s where Birchbox came in. Launching in 2010 with a ‘Try, Learn, Buy’ model, attracting brands and subscribers who connect instantly with the content-driven discovery experience and seamless path to purchase online. Plus Birchbox has a dramatically different approach to targeting beauty consumers - as they over-index in and attract what they call the Beauty Majority - a woman who has been dramatically underserved by the existing beauty industry and isn’t spending to her full potential. Birchbox is uniquely able to reach this less engaged customer by giving her a more relevant, efficient and approachable experience. Birchbox will discuss their place in beauty retail, deep diving into their customer, and sharing tangible learnings for driving rapid growth.
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Savannah Sachs

Managing Director UK
Birchbox

11:55 AM - 12:15 PM KENOTE:The Importance Of A Digital Experience Platform

Jason Kang , Managing Director- Ireland , Zazzle Michael Schirrmacher, Managing Director UK, BloomReach


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Jason Kang

Managing Director- Ireland
Zazzle
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Michael Schirrmacher

Managing Director UK
BloomReach

12:15 PM - 12:40 PM KEYNOTE: Build Loyalty Through Brand-led Omnichannel Experience

Chris Bates, Head of CRM & Digital Marketing , John Lewis
Hear the inside story on how one of the most well-known brands on the High Street builds its’ omnichannel proposition and plans for it’s digital future. As Head of CRM and Digital Marketing, Chris heads up all data-driven marketing at John Lewis across digital channels, as well as their award-winning loyalty programme. Here you’ll learn how eCommerce is performing against John Lewis’ expectations, how success is defined there, and what you can do today to evolve from ‘customer service’ to ‘customer centric’ in your own business:

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

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Chris Bates

Head of CRM & Digital Marketing
John Lewis
Join us as we unveil our latest groundbreaking research into the most, and least, effective optimisation and personalisation techniques, finally answering the questions of what works and what doesn’t in ecommerce!
The study will be the first of its kind and will help you understand where to invest your time and resources to most effectively impact your bottom line. We’ll also be sharing a range of examples from Qubit clients, showing how data-driven digital experiences are giving businesses a competitive advantage.

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Will Browne

Data Scientist
Qubit
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Beverly Imrie

Digital Director Wallis / Evans
Arcadia

Simon Pritchard

Group Digital Director
Arcadia

1:00 PM - 1:25 PM GUEST SPEAKER KEYNOTE: Simple Is Smart, Complicated Is Stupid

Dave Trott, Creative Director and Author, Bestselling Author & Speaker
Raised by a family of police sergeants in east London and trained at the top advertising agencies of New York’s Madison Avenue, Dave Trott is one of the world’s most successful ad men and creative thinkers. His deceptively simple, straight-talking wisdom is read by millions in his columns for Campaign, and in his best-selling books Creative Mischief and Predatory Thinking. Central to this unique talk is that stupid people think complicated is clever. But smart people know simple is clever, because you have to go beyond complicated to get to simple. For retailers, who is buying your product? And why should they buy it? Answering these simple questions with simple answers builds a more single-minded view of your customer. In turn, this will help you to create more targeted messaging, and make more sales.
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Dave Trott

Creative Director and Author
Bestselling Author & Speaker

General Attendee Lunch

1:25 PM - 2:40 PM Lunch & Solution Provider Demo

Private Lunch

1:25 PM - 2:40 PM Private Lunch Hosted by SafeCharge



Private Lunch

1:25 PM - 2:40 PM Private Lunch Hosted by Forward 3D

2:40 PM - 2:45 PM Chairperson’s Opening Remarks

Vincent Horovitz, VP Global Sales, Zooz


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Vincent Horovitz

VP Global Sales
Zooz

2:40 PM - 2:45 PM Chairperson’s Opening Remarks

Duncan Keene, UK Managing Director, ContentSquare

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Duncan Keene

UK Managing Director
ContentSquare

2:40 PM - 2:45 PM Chairperson’s Opening Remarks

Mario Ciabarra, CEO, Quantum Metric


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Mario Ciabarra

CEO
Quantum Metric

2:40 PM - 2:45 PM Global Expansion: How To Maximise Your International Potential

Debbie Havekin, Head of International Trading, Marks & Spencer
Topic: Global Expansion: How To Maximise Your International Potential

Host: Debbie Havekin, Head of International Trading M&S.com, Marks & Spencer

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Debbie Havekin

Head of International Trading
Marks & Spencer

2:40 PM - 2:45 PM Hosted by Brightcove

Exclusive, by-invite-only small group discussion in a private room on pressing, mission critical topics. We’ll be talking about the next wave of digital transformation, and what this means for your eComm strategy in 2018.

2:45 PM - 3:10 PM Managing International Multi-Brand Customer Acquisition and Website Optimisation: Lessons Learned From The Front Line

Geoff Bull , Head of Demand Conversion , Wiggle
As eTailers are forced to adapt in the age of the customer, eCommerce and Digital Marketing techniques are becoming ever more sophisticated. Managing this sophistication across multiple international territories and multiple customer facing brands can leave businesses facing high levels of operational complexity.

With hands on experience from their recent merger, Geoff will demonstrate some of the frameworks and techniques they have developed to manage complexity and allow cross brand teams to focus on driving customer growth.

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Geoff Bull

Head of Demand Conversion
Wiggle

2:45 PM - 3:10 PM Next Generation Personalisation

Perrine Allain, General Manager, eCommerce , Eurostar


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Perrine Allain

General Manager, eCommerce
Eurostar

2:45 PM - 3:10 PM CASE STUDY REVOLUTION: How To Transform A Traditional Retailer From Old-Tail to New-Tail

Peter Hvidberg , Head of eCommerce & Customer Service , INTERSPORT Group Denmark
Peter recently redefined the eComm strategy and focus for the INTERSPORT group. By optimising processes across the entire value chain, and creating a new website among other initiatives, Peter was responsible for tripling INTERSPORT Denmark’s revenue in 2017. Here he shows you how to build on your core strengths and outlines the benefits of a centralised approach to eCommerce:

•Best practice platform and supporting systems
•Economies of scale, resulting in more effective use of development budget
•Centralized learning that can be fed back to other business areas

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Peter Hvidberg

Head of eCommerce & Customer Service
INTERSPORT Group Denmark

2:45 PM - 3:10 PM Global Expansion: How To Maximise Your International Potential (continued)

Debbie Havekin, Head of International Trading, Marks & Spencer
Topic: Global Expansion: How To Maximise Your International Potential

Host: Debbie Havekin, Head of International Trading M&S.com, Marks & Spencer

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Debbie Havekin

Head of International Trading
Marks & Spencer

2:45 PM - 3:10 PM Hosted by Brightcove

Exclusive, by-invite-only small group discussion in a private room on pressing, mission critical topics. We’ll be talking about the next wave of digital transformation, and what this means for your eComm strategy in 2018.

3:10 PM - 3:30 PM Acquiring International Customers

Chris Attewell, Global Sales Director, Search Laboratory
Hear about an exciting new technology from an eTail solution provider partner.

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Chris Attewell

Global Sales Director
Search Laboratory

3:10 PM - 3:30 PM Digital Challenges: Creating Customer Value And Unique Experiences Through Innovation

Elizabeth Johnson, SVP & General Manager of Agency Services - LiveArea, The PFS Agency
Hear about an exciting new technology from an eTail solution provider partner.

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Elizabeth Johnson

SVP & General Manager of Agency Services - LiveArea
The PFS Agency

3:10 PM - 3:30 PM The Role Of Digital To Protect And Grow Profitability At O2 Whilst Helping To Build A Digital Nation

James Hammersley, CEO, Good Growth , ,
Hear about an exciting new technology from eTail solution provider, Good Growth

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James Hammersley

CEO
Good Growth

3:10 PM - 3:30 PM How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight

Katy Gotch, Director, Strategy and Customer Experience, Argos
Topic: How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight

Host: Katy Gotch, Director, Strategy and Customer Experience, Argos

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Katy Gotch

Director, Strategy and Customer Experience
Argos

3:10 PM - 3:30 PM Hosted by Brightcove

Exclusive, by-invite-only small group discussion in a private room on pressing, mission critical topics. We’ll be talking about the next wave of digital transformation, and what this means for your eComm strategy in 2018.

3:30 PM - 3:40 PM MARKETPLACE PANEL REVOLUTION: What You Need To Know About Your Friend (Or Foe)

Jason Kang , Managing Director- Ireland , Zazzle Joana Fernandes , Head of eCommerce Operations , Farfetch Rebecca Glenapp, Co-Founder, LUX FIX
Many online merchants are now selling their products on marketplaces to expand their reach. Our panelists share experiences of running major marketplace initiatives, offering tips on to increase sales, acquire more customers and gain access to international markets through marketplaces:

Integrating ERP systems into marketplaces—how to examine a phased approach for each
Competing within marketplaces: enhancing your product rank
Effectively advertising on marketplaces to drive traffic to your site
Figuring out what effects marketplaces are having on eCommerce, positively and negatively

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Jason Kang

Managing Director- Ireland
Zazzle
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Joana Fernandes

Head of eCommerce Operations
Farfetch
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Rebecca Glenapp

Co-Founder
LUX FIX

3:30 PM - 3:40 PM MOBILE PANEL REVOLUTION: Create Mobile-First, Customer-Centric Campaigns

Patrick Osborne, Head of Strategic Insight & Reporting, QVC Jason Van Der Westhuizen, Senior Head of eCommerce & Multi-Channel Customer Experience , Lands' End Europe Claire Logan , eCommerce Manager , Slaters Johan Riis Johansen, Head of eCommerce Services, Coop Danmark
Join three retailers who are embracing major external and internal change, keeping the customer front of mind and earning company-wide commitment to mobile. You’ll leave this session with strong understanding of not only what your customer values, but also the value the mobile customer represents to your bottom line:

Leverage mobile as a research tool and a transaction tool
Help your customer move through your mobile offering at lightning speed

Connect the dots across screens, channels and teams

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Patrick Osborne

Head of Strategic Insight & Reporting
QVC
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Jason Van Der Westhuizen

Senior Head of eCommerce & Multi-Channel Customer Experience
Lands' End Europe
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Claire Logan

eCommerce Manager
Slaters
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Johan Riis Johansen

Head of eCommerce Services
Coop Danmark

3:30 PM - 3:40 PM FUTURE STORES PANEL: Bringing The Online Experience Alive In Brick And Mortar

James Williamson, Digital Brand Marketing Manager, Heal's Philip Ward, Head of Digital Experience & Development, Carphone Warehouse Maxime Taieb, Head of Solutions & Innovation, Carrefour Lina Kehlenbeck, Sr. Product Owner, Online & Retail Operations - Digital & Technology , Sainsbury's
The line between instore and online continues to blur, so how can retailers create consistency across both worlds? Our panelists teach you how to prioritize instore innovations and gain a deeper understanding of your consumer. We’ll show you how to merge the two to increase your bottom line:

Use mobile and digital as a long-term, trusted instore companion through geolocation, pricing information, and coupons delivered at precisely the right time
Transition instore systems and kiosks to capitalize on digital payments
Track performance of your instore offers

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James Williamson

Digital Brand Marketing Manager
Heal's
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Philip Ward

Head of Digital Experience & Development
Carphone Warehouse
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Maxime Taieb

Head of Solutions & Innovation
Carrefour
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Lina Kehlenbeck

Sr. Product Owner, Online & Retail Operations - Digital & Technology
Sainsbury's

3:30 PM - 3:40 PM How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight

Katy Gotch, Director, Strategy and Customer Experience, Argos
Topic: How To Implement Agile Development In A Traditional Organisation Giving Sufficient Governance Oversight

Host: Katy Gotch, Director, Strategy and Customer Experience, Argos

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Katy Gotch

Director, Strategy and Customer Experience
Argos

3:30 PM - 3:40 PM Hosted by Brightcove

Exclusive, by-invite-only small group discussion in a private room on pressing, mission critical topics. We’ll be talking about the next wave of digital transformation, and what this means for your eComm strategy in 2018.

3:40 PM - 4:00 PM MARKETPLACE PANEL REVOLUTION: What You Need To Know About Your Friend (Or Foe) (CONTINUED)

Jason Kang , Managing Director- Ireland , Zazzle Joana Fernandes , Head of eCommerce Operations , Farfetch Rebecca Glenapp, Co-Founder, LUX FIX
Many online merchants are now selling their products on marketplaces to expand their reach. Our panelists share experiences of running major marketplace initiatives, offering tips on to increase sales, acquire more customers and gain access to international markets through marketplaces:

Integrating ERP systems into marketplaces—how to examine a phased approach for each
Competing within marketplaces: enhancing your product rank
Effectively advertising on marketplaces to drive traffic to your site
Figuring out what effects marketplaces are having on eCommerce, positively and negatively

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Jason Kang

Managing Director- Ireland
Zazzle
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Joana Fernandes

Head of eCommerce Operations
Farfetch
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Rebecca Glenapp

Co-Founder
LUX FIX

3:40 PM - 4:00 PM MOBILE PANEL REVOLUTION: Create Mobile-First, Customer-Centric Campaigns (CONTINUED)

Patrick Osborne, Head of Strategic Insight & Reporting, QVC Jason Van Der Westhuizen, Senior Head of eCommerce & Multi-Channel Customer Experience , Lands' End Europe Claire Logan , eCommerce Manager , Slaters Johan Riis Johansen, Head of eCommerce Services, Coop Danmark
Join three retailers who are embracing major external and internal change, keeping the customer front of mind and earning company-wide commitment to mobile. You’ll leave this session with strong understanding of not only what your customer values, but also the value the mobile customer represents to your bottom line:

Leverage mobile as a research tool and a transaction tool
Help your customer move through your mobile offering at lightning speed

Connect the dots across screens, channels and teams

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Patrick Osborne

Head of Strategic Insight & Reporting
QVC
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Jason Van Der Westhuizen

Senior Head of eCommerce & Multi-Channel Customer Experience
Lands' End Europe
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Claire Logan

eCommerce Manager
Slaters
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Johan Riis Johansen

Head of eCommerce Services
Coop Danmark

3:40 PM - 4:00 PM FUTURE STORES PANEL: Bringing The Online Experience Alive In Brick And Mortar (CONTINUED)

James Williamson, Digital Brand Marketing Manager, Heal's Philip Ward, Head of Digital Experience & Development, Carphone Warehouse Maxime Taieb, Head of Solutions & Innovation, Carrefour Lina Kehlenbeck, Sr. Product Owner, Online & Retail Operations - Digital & Technology , Sainsbury's
The line between instore and online continues to blur, so how can retailers create consistency across both worlds? Our panelists teach you how to prioritize instore innovations and gain a deeper understanding of your consumer. We’ll show you how to merge the two to increase your bottom line:

Use mobile and digital as a long-term, trusted instore companion through geolocation, pricing information, and coupons delivered at precisely the right time
Transition instore systems and kiosks to capitalize on digital payments
Track performance of your instore offers

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James Williamson

Digital Brand Marketing Manager
Heal's
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Philip Ward

Head of Digital Experience & Development
Carphone Warehouse
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Maxime Taieb

Head of Solutions & Innovation
Carrefour
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Lina Kehlenbeck

Sr. Product Owner, Online & Retail Operations - Digital & Technology
Sainsbury's

3:40 PM - 4:00 PM Developing Engaging Content For The Premium / Luxury Market

After a full day of keynotes and panels, we know that your brain gets overloaded. Relax during our casual chats.

Topic: Engage Your Customer Through Creative Content

Host: Joan Johnston, Creative Director, Bespoke Fabrics

3:40 PM - 4:00 PM Hosted by Brightcove

Exclusive, by-invite-only small group discussion in a private room on pressing, mission critical topics. We’ll be talking about the next wave of digital transformation, and what this means for your eComm strategy in 2018.

4:00 PM - 4:40 PM PM Pints Afternoon Break

Sit back with a pint or two in the exhibit hall. We’ll have handpicked a couple of local favorite beers to help you unwind after a busy day.

General Session

4:40 PM - 5:05 PM CASE STUDY REVOLUTION: Build Your Data Infrastructure To Tailor Your eComm Business

Luca Marini, Founder & COO, Finery London
In his role as Founder & COO of a new women’s fashion label, Luca knows how tools, people, and processes interact to establish a data-oriented decision making culture. Luca explains his biggest data takeaways from the past 12 months, including:

Leveraging data from inventory management, supply chain and digital analytics to inform decisions for both digital marketers and store operations
Expanding assortment based on competitive data and booking every possible sale by expanding fulfillment options

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Luca Marini

Founder & COO
Finery London

Breakout Track D: Retailer-Only Roundtables (Britten)

4:40 PM - 5:05 PM What Is The Next Big Thing In Digital Marketing And eCommerce?

John Sadeghipoor, Global Head of Digital Marketing, Fitflop
A great way to end the conference – relax in our roundtable chats, hosted by your retailer peers. Pick a table and enjoy a collaborative discussion to help solve your eCommerce challenges.

Topic: What Is The Next Big Thing In Digital Marketing And eCommerce?

Host: John Sadeghipoor, Head of Digital Marketing, FitFlop

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John Sadeghipoor

Global Head of Digital Marketing
Fitflop

General Session

5:05 PM - 5:25 PM Expanding Ecommerce Presence Globally and Enhancing Payment Technologies

Vincent Horovitz, VP Global Sales, Zooz
As online merchants expand their international presence, managing and ensuring their payments acceptance becomes increasingly complex. Working with a single provider leads to expensive and inefficient transaction processing, while connecting to multiple providers to accept payments demands constant maintenance to achieve the best results. This presentation will answer questions such as:

How can merchants reduce their processing inefficiencies
How can data be used to determine the causes of transaction failures
How can merchants assess their providers’ productivity in each active region

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Vincent Horovitz

VP Global Sales
Zooz

Breakout Track D: Retailer-Only Roundtables (Britten)

5:05 PM - 5:25 PM What Is The Next Big Thing In Digital Marketing And eCommerce?

John Sadeghipoor, Global Head of Digital Marketing, Fitflop
A great way to end the conference – relax in our roundtable chats, hosted by your retailer peers. Pick a table and enjoy a collaborative discussion to help solve your eCommerce challenges.

Topic: What Is The Next Big Thing In Digital Marketing And eCommerce?

Host: John Sadeghipoor, Head of Digital Marketing, FitFlop

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John Sadeghipoor

Global Head of Digital Marketing
Fitflop

General Session

5:25 PM - 5:50 PM CASE STUDY REVOLUTION: Just Listening Is Not Enough: How To Deliver Real ROI From Social Data

Steve King, CEO, Black Swan Data
Social listening is great for PR and Communication but the traditional ‘tracking’ approach has given social data a bad name. Social data can be used to improve Stock predictions in advance, enhance multiple aspects of Marketing, and inform and predict new Products and Innovations. Steve will talk about how to step away from a traditional Social Listening tool and embrace a Social Data strategy.

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Steve King

CEO
Black Swan Data

Breakout Track D: Retailer-Only Roundtables (Britten)

5:25 PM - 5:50 PM Roundtable Discussion (continued)

A great way to end the conference – relax in our roundtable chats, hosted by your retailer peers. Pick a table and enjoy a collaborative discussion to help solve your eCommerce challenges.



5:50 PM - 11:59 PM Close Of eTail Europe Day Two