Day 2

Fulfillment, Customer Service & Operations

Underlying Every Great Site Are Great Systems

Winning e-commerce sites are built on strong foundations. The distribution system that keep inventory stocked and ready for shipping, the last mile that delivers the package to the consumer, the contacts with customers that smooth the path to purchase or return, the payment and security protocols that give online shoppers the confidence to buy from your brand; these all have an enormous impact on shoppers’ experience with your online store and a big influence on whether they’ll return. This group of sessions will focus on the out-of-view operations vital to a site’s success.

Social Commerce & Marketing

Make Your Social Play Pay

There’s a lot of uncertainty and big promises in the social marketing world. This track will separate the hot ideas from the hype to help you focus on the social platforms best suited to your business and plot a strategy to heighten the brand’s image in shoppers’ minds. Learn how to entice customers to join your journey so everyone has fun, shares valuable insights and advice—all while building sales. The rules are always being rewritten in social networking channels so now is the time to experiment and speed through the learning curve so you are better prepared for the next big thing in social.

Technology

Keeping Up with the Evolution

While it’s only one component of e-commerce success, technology is a crucial and fast-changing one. These sessions will help keep attendees up to date with the latest technology and approaches to managing technology.

Video in e-Retail

Harnessing the Technology That Makes E-Shopping Come Alive

Consumers’ demand for video is insatiable. And the more they experience online video, the more they want. These sessions will help retailers create and deploy effective video marketing strategies.

Design & Merchandising

Tactics to Complete the Sale—Now

The Internet changes a lot of things in retailing; what it doesn’t change is the importance of merchandising. These sessions will guide e-retailers through the latest best practices in creating a web site that will entice shoppers to click the Buy button.

AGENDA

8 free to attend conferences

International & Cross Border

International Retail will showcase strategies for overcoming significant challenges associated with planning, establishing and growing retail operations in multiple countries. Speakers from global brands will share real insights regarding market and model selection, effective partnerships and localisation and branding challenges.

Insight & Experience

The digital revolution and the rise of multi-channel has dramatically changed the way that retailers are enhancing and measuring customer experience. Retailers can not afford to miss new opportunities to embrace tools and practices designed to maximise understanding of multi-channel shopping behaviours and preferences. Customer Experience will explore key strategies for delivering winning multi-channel customer experiences: harness big data and personalisation tools to drill deeper into customer mindsets, bridge the gap between bricks and clicks to offer seamless customer journey and experiences and harness the latest technologies as a route to forming deeper customer connections. This is your opportunity to take advantage of best practice examples designed to hone your ability to maximise customer experiences, and increase customer purchasing, loyalty and profitability.

Mobile in multichannel

Mobile is at the front end of retail transformation, requiring a rapid response to the changing behaviour of a growing population of mobile shoppers. How is mobile impacting the retail landscape, and how can retailers respond to stay ahead of the game? In this conference hear how retailers are generating sales on mobile and tablet devices and through transactional mobile sites and apps, how personalisation and mobile advertising are being used to increase footfall in physical and digital spaces and what’s on the horizon for mobile retail.

Retail Delivery

The emergence of the anytime anywhere consumer has precipitated a growing demand for speedier online delivery and an array of more flexible customer options. Delivery and Fulfillment are quickly becoming the point of differentiation for retailers vying to cash in on burgeoning commercial opportunities entailed by the rapid increase in online shopping. Retail Delivery will probe how retailers are managing the strategic and day-to-day operational challenges associated with new customer demands: What are the key logistical issues are impacting successful home delivery, click and collect, ship from store and locker collection? What are the implementation costs and challenges associated with various models? How can retailers win on both timing and profit margins?

The Omnichannel Store of the Future

Customers are everywhere – in-store, online and on the move! Creating different experiences in silos is no longer relevant for the omni-channel today. Internet Retailing In-Store will give retailers the tools they need to help shoppers feel connected in more than one space and showcase strategies for aligning online with in-store. More specifically, this conference will look at how mobile can assist the shopping experience in store, through a variety of different means: free wi-fi, iPad kiosks, store map apps and mobile payments.

Digital Sales & Marketing

Digital marketing is increasingly complex but retailers keen to gain the competitive edge are fast realising that getting to grips with digital can offer seemingly endless opportunities to form more direct customer connections and deliver high impact results and ROI. How can digital be leveraged to help shape a customer-centric culture and deliver more compelling customer experiences? How can data, journey mapping and personalisation be used to create more targeted campaigns to drive behavioural change? How can content, social, search and other digital marketing tools deliver customer satisfaction and bottom line results? How can you measure success across channels? These are just some of the questions that will be addressed in Digital Marketing.

Multichannel Merchandising and Selling

How easy is it for your customers to logon, find what they want, purchase it, receive it on time and in perfect condition? Retailers are winning the battle to stand out from the crowd by using clever merchandising to convert online browsers into buyers. Online Merchandising is designed for retailers who want to cash in on the benefits of connecting with online customers to win new business, with a focus on converting customers and boosting online sales. This conference will showcase a range of the latest tools and strategies available to create websites and display products in a way that is accessible and attractive to today’s online shopper and will debate key challenges – How can deeper online connections result in increased sales and prompt buying decisions? What technologies are available to enhance experiences? What does a seamless and user-friendly experience look like? Where does fulfillment and delivery fit in?

Retail Logistics

Intense migration to online shopping is forcing retailers to restructure internal operations and relationships with customers and suppliers to achieve supply chain effectiveness. Retail Logistics will examine how the rapid growth of online retail is impacting traditional infrastructure revealing new approaches for achieving efficiency, responsiveness and agility. Hear how leading retailers are getting to grips with new technologies and operational strategies designed to meet new customer demands and – in doing so – creating fit for future retail supply chains. Key topics will include: omni-channel, international growth and delivery, big data, sourcing, returns management and supplier collaboration.

Author:Alan Braithwaite & Martin Christopher

Author:Brian Robertson

Author:Anne-Marie Slaughter

Author:Vicki Howard

Author:Chris Yates and Pooja Sachdev

Author: Rob Goffee & Gareth Jones

Author: Ed Burstell

Author:Martin Ford

Author:John Timpson

Author:Douglas McWilliams

Author:Craig Lambert

Author:Andrew Keen

Editors:Gestalten

Author:Gillian Tett

Authors: Stacey Ferreira & Jared Kleinert

Publisher: Phaidon

Author: Jasper Morrison

Author: Mimi Thorisson

Author:Jonathan Glancey

Author: Hubert de Givenchy

Author:Ron Friedman