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


Rapidly evolving technologies have presented a host of new opportunities to entice and delight online shoppers! How should best in class retailers be presenting products to make powerful customer connections that generate an emotional response and call to purchase? How can retailers source better and expand product ranges while managing costs? In this track we’ll examine how the best procure, manage, present, sell and exploit new products – for brand, profit and growth.

Opening Keynote Address
Future Ball Gazing: Lessons from a Fashionista, Understanding the Relationship Between Fashion and Technology

David Lindsay, Senior Vice President – Technology,
Sponsor Session: Apptus

The Next Phase of Retail Revolution – Data driven, personalised customer experiences

Computers can analyse data faster than humans and accurately predict what products and content are most relevant to a site visitor. Using automated systems to deliver relevant and personalised content is another step on the evolutionary ladder, GO Outdoors will describe their journey and results.

Jon Asbury, Multichannel Director, GO Outdoors Ltd

Merchandising for the Tech-Savvy, Modern Shopper

Driving a seamless customer experience across customer touch points is an absolute imperative for retailers hoping to win business from the ‘on the go’ consumer. Getting to grips with the omnichannel journey, and the impact of merchandising is key to defining metrics for success.

Mark Felix, Director – Online Trade, John Lewis

13.00 – 14.00 – Lunch and Networking Break
Walking Your Customer Through Their Online Shopping Journey

Reaching audiences needs to become smarter to cut through the other clutter fighting for attention. Understanding the series of interactions customers have with brands are helping retailers to reap significant benefits. Why is it necessary for retailers to manage the entire customer experience? How can journey mapping increase loyalty, ROI and customer satisfaction?

Sarah Baillie, Head of Multichannel Business Development, House of Fraser

Panel Discussion: Driving Sales in an Always On, Anytime World

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?

Andrew Towers, Head of Mobile,
Richard Clark, Marketing Director,
Helen Colclough, E-commerce Development Manager,
River Island
15.15 – 15.55 – Coffee and Networking Break
Sponsor Session: Klarna

Checkout and the Conversion Conundrum, Isn’t it About Time Things Change!

Websites and e-stores have changed significantly since the inception of Internet. How Retailers engage with their consumers through digital channels, and how we as consumers interact, is very different today than 10 years ago. Unfortunately, the same developments cannot be said for the eCommerce checkout experience, with relatively few innovations that have really been game changers in this respect. It is therefore not surprising that checkout is responsible for the biggest impact on sales conversion. Isn’t it about time things changed?

Jonathan Sheard, Head of Enterprise Sales, Klarna UK

Closing Keynote Address: Connecting with Tomorrow’s Customers

We live in a world where the consumer is “always on”. With almost 90% of young adults in the UK now owning a smartphone, retailers are experiencing a significant shift in the way consumers connect with their brand. This keynote focuses on five big trends currently influencing this digital shift and explores the unprecedented opportunity for retailers to engage with their customers. However, with this new opportunity comes a unique challenge; the path to purchase has become ever so complex, and capturing people’s attention requires a new and innovative approach. How can we ensure we stop marketing at people and start connecting with them?

Martin Harbech, Head of Ecommerce & Retail, Facebook

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
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Event Bag Sponsor Post Event Party Sponsor Coffee Point and Programme Sponsor Delegate Notebooks & Pens Sponsor
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Tabletop sponsor Registration & Badge Sponsor Floor Tile Sponsor Trade Partner
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Internet Retailing Magazine is published bimonthly and takes a commercial, robust and uncompromising view of the developments, trends, issues.

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