Track 2: Time
Time is the heartbeat of retail with operations, logistics, supply chain, IT and systems being time-based or time-sensitive. From auctions to speed of delivery and seasonal activities, this streams covers retail from real-time to the long-term.
|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.
Jérôme Cochet, Senior Vice President Sales, Zalando
Jérôme 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
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.
Emma Robertson, Managing Director, Transform
|11.20 – 11.50
Inspiring creativity online paints a rosy picture for Winsor & Newton
Prior to relaunching its new website, Winsor & Newton was faced with the challenge of having a limited, or no, direct relationship with the users of its fine art products. By putting the artist at the heart of its strategy and including innovative, built-in community tools on its site, the company has developed real online stickiness. Fleur and James will share the strategy and key innovations helping Winsor & Newton grow sales through its online and offline channels, gain valuable insight into its users, and establish itself as the product of choice for artists the world over.
Fleur Meurer-van Heek, Head of Ecommerce, ColArt
James Candy, Business Development Director, Red Technology Solutions
Stream keynote sponsored by:
|11.55 – 12.25
Maximising the customer experience by synchronising digital and physical worlds
New front ends, new back end systems to run online, in store, contact centres and mobile, what’s next? B&Q is on an omnichannel journey that’s bringing them from a position of catch up to one of acceleration poised to harness the customer and colleague experience changes in architecture, hardware, functionality and culture. Mike Durbridge will share key learnings from the transformation journey to date and how the synchronisation of digital and physical is enabling a move to stores that are easier to browse and shop with customers that are more confident to serve themselves.Speaker:
Mike Durbridge, Omni Channel Director, B&Q
|12.30 – 13.00
Does omni-channel retailing require a new architecture?
Putting the customer at the heart of the business requires a rethink of the fundamental architecture of retail systems. Chuck Cantrell will share the key points that retailers need to understand to work through the end-to-end customer journey and how to build in future flexibility with social and mobile to create a new architecture for contextual customer engagement in an omni-channel world.
|13.00 – 14.00 – LUNCH|
|14.00 – 14.30
Online merchandising and personalisation – how hard can it be?
Selecting the right products and content to show customers is easy, right? It must be. If it were hard, retailers would have people dedicated to the task – people with super job titles, using clever tools and secret sauce. They’d wear cool clothes and carry ironic clipboards. These people don’t exist, ergo neither does the problem.
Well, the problem does exist, and it’s bigger than you can imagine. Join Michael Mokhberi, founder and CEO of Apptus, those e-commerce experts from Sweden, in a light hearted (but insightful) journey through the world of online merchandising and personalisation.
Keynote sponsored by
|14.35 – 15.15
Panel Discussion – How far can delivery and returns choice take retail and courier margins and markets?
The panel will consider operations and logistics issues around delivery to home, click and collect, lockers, location, timing, margins and maximising returns.
Peter Louden, Chief Operating Officer, Doddle
Chris Haighton, Head of Retail Logistics, Shop Direct
Andrew Starkey, Head of e-Logistics, IMRG
|15.15 – 15.55 – BREAK|
|15.55 – 16.25
Transformation at scale: The M&S digital story
In 2010, M&S set out its plans to become a leading international, multi-channel retailer. Central to this plan was to move away from the Amazon-based platform and build an M&S owned multichannel platform and infrastructure. In this presentation, David will provide the inside track on the transformation and creation of a new flagship digital experience that is built around the evolving customer.
David Walmsley, Director M&S.com, Marks & Spencer
|16.30 – 17.00
Closing keynote: Blurring the lines of retail
The lines between publishing and retailing are blurring with retailers launching magazines and publishers selling product online linking their digital, print and mobile titles. Is this convergence becoming a sales channel in its own right, a route to further customer engagement or is it the future of retailing? Hear how Cond’ Nast is pushing boundaries for its titles and partner brands.Speaker:
Franck Zayan, President of E-Commerce, Conde Nast International