Trends, analytics, insight, planning, prediction and customer behaviour will be covered in this stream which looks at the movement and ebb and flow of retail complexities and demands.
|09.00 Chairman?s Introduction
Ian Jindal, Editor-in-Chief, Internet Retailing
Mark Lewis, Online Director, John Lewis
Responsible for the profitability and development of John Lewis’s online channel, Mark leads the online and omni-channel development teams.
Andy Harding, Executive Director, Multi Channel, House of Fraser
Andy Harding is the Executive Director, Multi Channel for the House of Fraser and is responsible for the UK and international, online and mobile strategy.
J?r?me Cochet, Senior Vice President Sales, Zalando
J?r?me joined Europe?s leading online platform for shoes and fashion in 2011, and is responsible for sales, performance marketing and customer management in all 15 of Zalando’s active European markets
Mike Baxter, Managing Director, Sales Logiq
|11.20 – 11.50
Growing through technology
As co-founder and CTO of Motorcycle Superstore, Jason Miller grew the company into one of the top 200 ranked retailers in the US. In this presentation, he?ll share how they used various technologies to achieve this.
Jason Miller, Co-founder, Motorcycle Superstore and Evangelist, SLI Systems
Stream keynote sponsored by:
|11.55 – 12.25
Keeping true to your core
How relevant is brand when shoppers can pick and choose products from across ecommerce sites, marketplaces and international borders? Does brand heritage clash with consumer needs in the omnichannel world? This presentation will showcase how retailers and brands are benefiting by keeping brand value at the heart of their business and central to the way they operate and interact with customers.
Tom Kay, Founder, Finisterre
|12.30 – 13.00
Maximising the Click, Collect, Deliver Opportunity
Fulfilment and delivery are fast becoming the key battleground in online shopping. Simon Belsham will share Tesco?s multichannel vision and how it is focused on creating the most compelling offer for its customers however, wherever, and whenever they choose to shop.
Simon Belsham, Managing Director, Tesco Grocery Home Shopping
|13.00 – 14.00 – LUNCH|
|14.00 ? 14.30
Phones 4U ? Boundary-less commerce in an omnichannel world
Customers interact with an organisation and associate with a brand, they do not think about channels. Whether it be a traditional bricks and mortar retail experience, online via PC, tablet or smartphone, telesales and customer service, even social interactions, the customer of today expects a seamless customer experience across all touch points. The challenge for all retail organisations goes beyond simple convergence of channels; customer journeys must be able to traverse multiple touch points and switch seamlessly between them. This presentation provides a case study to describe how Phones4U is attempting to address these challenges.
Gary Ellwood, Head of IT Strategy, Architecture & Solutions, Phones4u
Stream keynote sponsored by Reply
||14.35 ? 15.15
Panel Discussion: Are big data blind spots leaving you vulnerable to customer turn off?
The panel will consider issues around big data, customer behaviour, loyalty and actionable insight to keep the relationship sweet.
Mike Bishop, MD, Rakuten?s Play.com
Fred Prego, Insight and Reward Director, Game
Sarah McVittie, Co-founder, Dressipi
Simon Langthorne, Customer Loyalty Manager, Homebase
|15.15 – 15.55 – BREAK|
|15.55 ? 16.25
Seamlessly integrating the inspirational and transactional journeys
Robin Phillips will share insight into how Waitrose is enabling a more specialised shopping experience combining rich and helpful content with flexible and convenient shopping choices across devices and channels.
Robin Phillips, Director eCommerce, Waitrose
|16.30 ? 17.00
Closing keynote: The Considered Journey
If two heads are better than one then innovation is all the better for a crowded room. John Straw will explain how Thomas Cook benefits from opening up its digital business to external partners and how innovation is also managed from within the business. He?ll share how the Digital Advisory Board reimagine existing processes and assess and help implement ideas from internal stakeholders as well as some of the ways that Thomas Cook is innovating to keep relevant to digital omnichannel travellers at all stages of their holiday journey.
John Straw, Chairman of the Digital Advisory Board, Thomas Cook