Three Keynotes open the conference under the theme of “Directions”, considering how to set a direction for retail based on the experience of the last decade and the next stage of digitally-led transformation in retail. Part celebration of achievements to date, part case study on the current context, the culmination of the Keynotes will be setting a direction for multichannel retailers for the coming decade, while still trading the current season!

09.00 Chairman’s Introduction
Ian Jindal, Internet Retailing Magazine


Opening Plenary Q&A Sessions: Tales from the Frontline

How can we set a direction for retail that bridges the experience of the last decade and the next stage of digitally-led transformation? Hear from the industry trailblazers, who have been defining and shaping retail strategy for the past decade and are still at the helm, responding and reacting to new technologies and customer demands to map a blueprint for change and success in the years ahead.

09.10 – 09.40

Peter Williams, Chair,

09.40 – 10.10

Patrick Bousquet-Chavanne, Member of the Board & Executive Director, Marketing & International, Marks and Spencer

10.10 – 10.40

Gareth Jones, Deputy CEO and Group Chief Operating Officer, Shop Direct

10.40 – 11.20 – Coffee and Networking Break


Without customers there’s no business! While customer acquisition, retention and conversion has always been at the heart of retail strategy, rapidly evolving technologies have enabled a host of new tools to connect with, sell to and fulfill new expectations for product availability and delivery. While core objectives have remained the same, how have new tools and technologies impacted overall strategy? Or have they?


Opening Keynote Address: Future Ball Gazing – Using Social Networks to Understand and Connect with Your Customers

Social media has dramatically changed the way that consumers interact with brands but what complexities, and challenges need to be understood before social can be fully leveraged to enhance customer engagement which can be harnessed as a competitive weapon?

Tariq Slim, Head of Telco and Tech, Twitter UK

Sponsor Session: Monetate
The Power of Personalisation: Getting Started, Top Tips and Best Practice with Monetate

Join Monetate as we give an inside view on the power of advanced personalisation, content optimisation and segmentation and how it positively impacts online KPIs and customer experience. See how leading retailers have put personalisation into practice as well as our top tips and best practices for getting started this year.

Alex Henry, Client Solutions Director EMEA, Monetate

Capturing the Pocket Books of Customers on the Go!

10 years ago mobile was nowhere, now it is EVERYWHERE – connecting consumers to products and driving e-commerce forward at a seemingly explosive rate! The past few years have seen a radical transformation in how consumers are discovering, connecting and engaging with the world. How can retailers use mobile to reach the connected, on the go consumer? How can the latest technologies be harnessed to deliver winning experiences? What is the impact on the bottom line?

Jack Smith, Group Digital Director, New Look

13.00 – 14.00 – Lunch and Networking Break
Digital to Drive Deeper Customer Connections

Never has it been more important that we take a look at how e-commerce can more fully play its role in the overall business mix; growing market share at the same time as performing a broader role in support of a businesses more holistic objectives. Hear how a leading luxury beauty brand is reaping greater reward by taking ecommerce one step further to build deeper customer connections.

Caroline Rolfe, Global Director – Digital, ghd

Panel Discussion: How is eCommerce Redefining the Rules of Customer Engagement?

Today’s consumers are demanding an effortless and more efficient end-to-end consumer experience, precipitating a host of new across a range of new business operations, including supply chain, product assortment and fulfillment.
Join our panel of industry veterans to hear how organisations are adapting, changing and working together to win customers in the new retail landscape.

Kate Holt, Group Head of eCommerce,
Zia Zareem-Slade, Customer Experience Director,
Fortnum & Mason
Gracia Amico, CEO,
Steven Sim, Head of eCommerce Logistics Solutions,
Singapore Post
15.15 – 15.55 – Coffee and Networking Break
Sponsor Session: SDL
Making Customers Feel Unique

Neil Landon, CTO of joins SDL Fredhopper to discuss how true shopping personalisation and customer experience at is driving focus and growth for their business in 2015, listen how their strategy is leading the way for the online shopping experience is the destination for beauty! Stock lists of over 18000 health and beauty products from over 550 major brands such as bareMinerals, Decléor

Neil Landon, CTO,
Closing Keynote Address: Integrating the Old with the New for a Better, Omnichannel Customer Experience

In this session hear how one of the most loved UK retailers integrated old and new technologies and organizational structures to perpetuate a culture of innovation that puts the customer centre stage

Paul Coby, CIO, John Lewis

17.00 PM – FREE exhibitions & Conference closes
17.00 to 20.00 PM – Post conference cocktail party

Title Sponsor Plenary Session Sponsor Roundtable Sponsor C-Level Dinner Sponsor
Singapore Post (SingPost) height=
Event Bag Sponsor Post Event Party Sponsor Coffee Point and Programme Sponsor Delegate Notebooks & Pens Sponsor
Wiser height= C4 Commerce
Tabletop sponsor Registration & Badge Sponsor Floor Tile Sponsor Trade Partner
C4 Commerce C4 Commerce IMRG height=

Internet Retailing Magazine is published bimonthly and takes a commercial, robust and uncompromising view of the developments, trends, issues.

eDelivery Magazine is published quarterly and supplements the year round coverage online at with longer, in-depth features and sustained analysis.

Join eSeller to enjoy weekly insight direct to your inbox and get free access to apps, guides and our exclusive ebook series of short reads on smart subjects to help you sell more.

This event is owned by:

Internet Retailing Events Ltd, Part of the Clarion Events Group , 2nd Floor, 52-54 Gracechurch Street, London