Re-imagining Retail Day

With mobile visits growing at an unprecedented rate, how can your ecommerce experience flex to capitalise? Over the past 2 years, Ticketmaster International has been investing in developing responsive sites to optimise the sales experience for mobile, tablet and desktop users. This presentation provides insight into some of the key decisions and learnings when determining optimised and simple online experiences for retail sites with complex product offerings . When technology and adoption rates move at such a pace, how can we prioritise and keep up with our customer demands and needs?

---

With mobile visits growing at an unprecedented rate, how can your ecommerce experience flex to capitalise? Over the past 2 years, Ticketmaster International has been investing in developing responsive sites to optimise the sales experience for mobile, tablet and desktop users. This presentation provides insight into some of the key decisions and learnings when determining optimised and simple online experiences for retail sites with complex product offerings . When technology and adoption rates move at such a pace, how can we prioritise and keep up with our customer demands and needs?

---

---

---

---

John Lewis is renowned for great customer service in its stores. As Director of IT Strategy and Planning, Sarah has to balance John Lewis’ innovation with 50 years of investment in existing IT infrastructure. Here Sarah explains how to capitalise on the opportunities offered by digital technologies to enrich customer experience, delight customers in store and embed the long-term omnichannel business model by:

• Rigorously selecting and investing in new technology that will improve both the front and back-end of the business
• Implementing a solution that provides a competitive advantage

---

• Is big data just a buzzword?

• How valuable is real-time analytics

• How you should be looking beyond headline figures to identify the underlying drivers of performance

• The difficulty of cross-device tracking and effective marketing attribution

• Some pitfalls of propensity modelling and personalisation

• Where should you be digging deeper to get a more detailed understanding of what your ecommerce data is telling you

---

Hear the inside story on how one of the most well-known and historic brands on the UK High Street builds its online proposition and plans its digital future. One of Robin’s key daily questions is, “How can Boots overcome device specific functionality hurdles in the short term, while creating a seamless, scalable and efficient experience in the long term?” Here Robin will share lessons learned in:

• Levelling the functionality and usability of web presence across all channels and devices to create true flexibility and control
• Merging shoppers' physical and digital worlds to bring an online data-driven strategy to storefronts
• Inspiring marketing, trading, operational, data, change, and systems experts to share a common vision of the future

---

Customers on the tube and most of London transport can now travel using a contactless debit or credit card, part of a process that the capital's transport chiefs hope will eventually make other ticketing systems redundant. Sebastien was the project lead on this vast transformation- he’ll discuss some of the impacts of the innovative redesign as well as share tips on how to avoid some of the pitfalls of an undertaking on this scale. Among these, he’ll cover:

• The movement of payment processing to the back office
• The need for a robust security system that maintains customer confidence

---

According to a 2014 study from BloomReach, 31% of consumers said they would be more likely to make purchases if they were offered personalised experiences such as product recommendations or tailored content. And Steve Robinson believes that the digital footprint left behind by shoppers gives online players a significant lead in this personalisation process. Here he shares takeaways in:

• Creating “dream retail” by studying what your customers buy, don’t buy and which products/pages they dwell on
• Fine-tuning the customer journey to optimise cart value and conversion
• Selecting technology providers that will meet and exceed your (and your customer’s) expectations

---

Bottom line: slow websites are a poor user experience and can be bad for conversion. Improving site speed is rarely seen as the job of eCommerce teams and is the responsibility of the developers, which can often cause conflict. In a presentation designed for eCommerce people of any level, Stuart McMillan will lift the lid on site speed and give you some fundamental understanding of the subject. Stuart used to be a senior developer before moving in to eCommerce, and has worked closely with the development team in schuh to dramatically improve the site speed. You’ll come away with lots of ideas of how to improve your site. The session will cover:

• How websites load
• How you measure site speed
• What causes websites to be slow
• How can we speed them up?
• Some top tips!

---

The way consumers discover products has fundamentally changed. Instead of brands requiring consumers to buy from their physical store or ecommerce site, consumers are demanding brands come to them on social platforms, influencer blogs, and 3rd party apps which aren't owned by brands. We call this the edge.

Although authority is lost at the edge, this new type of consumer behavior is driving serious sales and and new customer acquisition. Join this session to hear how brands can influence purchasing at the point of interaction. We'll discuss:

1. The type of photos that thrive at the edge (and how brands can collect/make more of it)
2. How to turn your photos into products and, as a result, make them shoppable
3. How to get more of your products to the edge to meet customer demand and drive sales/acquisition

---

• The data every brand needs to be collecting today
• The value of explicit and implicit signals
• Structuring for real-time success and long-term value
• How personalisation is being redefined
• The power of predictions

---

The average consumer spends more than 3 hours per day engaged in content on their mobile phone. Over 60% of mobile users now use their mobile phone as their primary or exclusive source to access the Internet. Understanding what consumer trends are driving mobile usage today, and how to incorporate these trends into your mobile site or app is no easy task. This session will review some of the relevant trends and outline how organizations can use UX best practices to build an engaging and successful experience that shoppers will love.

---

According to Google, over 90% of people switch between digital devices in order to accomplish tasks. As shoppers bounce around, how do we pinpoint the origin of a retail sale and, crucially, convert it? Armed with increasingly sophisticated reporting metrics, learn how major retailers are tightening their grasp of understanding around traffic flow, click through rates, average order, attrition and more to:

• ‘Defend the spend’ allocated to each channel and device
• Quantify mobile’s indirect impact & contribution to store & desktop purchases
• Create an organisational culture where digital makes the executive decisions vs. the traditional offline model
• Keep pace amidst threats from Amazon, Alibaba and other non- traditonal competitors

---

---

---

Personalisation has become all the rage. From design-your-own headphones to tailor-made vacations, the more personalised the product, the higher the value. But what happens when the onus shifts to the marketer to define what’s preferred, important and of real value? Join our panelists who are all at the front line in redefining the “hows” of meaningful customer engagement in 2015 and beyond.

Key insights will include:
• Build dynamic context through location and real-time to deliver relevant content across web, social, mobile and more
• Scale 1-to-1 personalisation towards millions of customers, using data analytics that provide behavioral patterns for each customer
• Embrace the use of technology and automation in determining what is best for which customers and when

---

---

---

Amidst the seismic shift in digital commerce, the very best companies are prioritising their time and resources on 3-5 Year investments vs.1 Year investments vs. foundational core, immediate activities. Have your most pressing questions answered by our expert panelists:

• Which projects and technologies are front of mind/immediate in 2015? And which are on the back-burner but still of importance?
• How can the customer be brought into the planning process for new products?
• What is the role of innovation labs/centers of excellence and how can they help companies focus on bigger ticket items 3-5 years down the road?
• Which teams are involved in putting together the product roadmap and who sees it and uses it once it is completed?

---

---

---

---

To the extent that UK train companies offering on-board wifi is becoming the ‘norm’, Heathrow Express has identified the need to offer bigger and better services across their 15 trains and 3 stations. Justin project-led this technology rollout and will explain how to transform any organisation through:

• The need for technology to catch up with customer expectations of speed and reliability
• The frequency of enhancement to remain current as customer preference evolves
• The experimentation with optimum pricing models in these early days of connectivity

---

Joining us from Philadelphia, USA, Mike is a whole-systems thinker and believer that form follows function- he recognises the value of stunning visual design and technical innovation, but not at the expense of delivering well-crafted functionality and a meaningful experience. Mike shares his lessons learned in:

• Developing non-standard KPI’s to be more customer focused than goal-oriented in your measures
• The interplay between on-demand web-based information, native applications & in-store technology in changing the retail landscape on a daily basis

---

As the mobile channel matures and technologies develop, so too does the field of Mobile User Experience.

Good UX is what separates successful apps from unsuccessful ones, and lets social shopping upstarts like Shopcade.com topple big brands by creating more compelling apps.
Hear the most important Mobile takeaways from one of the Top 100 Women in Tech (Techcrunch; 2012):

• Prioritising and presenting core features from other channels that have special relevance in a mobile environment
• Ensuring that fundamental features and content are mobile optimised
• Offering relevant mobile-only functionality
• Arranging content into a logical structure to help users find information and complete tasks

---

An Executive Speaker from Mabaya

---

Shop Direct’s ‘evidence-led’ prioritisation method ensures that they deliver the most value to the business with the resources available. Shop Direct also use their award winning ‘experimentation at scale’ strategy to learn more and faster through experimentation.

Sam Baton will delve into:
- using iterative experiment findings to fuel new ideas
- developing a digital funnel to approach problem areas of websites
- findings from their own user research studies to address customer problems and needs
- learning more and faster through A/B experiments
- exploring which ideas improve key metrics and should be iterated upon, and which ideas need to fail fast

---

---

An Executive from Maxymiser

---

---

---

An Executive from Adyen

---

---

With the rise of digital, the tactics for meeting business goals and objectives have changed, so you need people in your team who are comfortable with being uncomfortable. Natalie believes that while digital tactics can be taught, it's more important to shift to a mindset of digital experimentation.

Learn how Natalie leads her team of 70 to meet their goal of constantly improving Tesco’s product offerings and service to their customers:

• Having a specific digital initiative and teaching staff to achieve it vs. throwing them into a project and having them work together to figure it out as they go
• Striving to find platforms where your audience is and focusing your efforts there
• Creating an atmosphere of collaboration amongst cross-functional teams

---

You never get a second chance to make a first impression. According to a 2013 study from Experian, personalised emails were shown to lift transaction rates and revenue per email six times higher than non-personalised emails. This session will show how Dune London leveraged two exciting products that allowed them to send personalised and localised emails for every customer using only their recent browse behaviour and data captured at the moment they open the email. Kate will give step-by-step takeaways that answer:

• Is it possible to create engaging, personalised emails if all you have is an email address?
• How can you globalise email?
• How can you appeal to customers who’s previous purchase is something they won’t buy again?

---

Eddie heads up QVC UK’s digital merchandising operations including the TV channels QVC Beauty, QVC Extra and QVC Style, and all digital platforms, qvcuk.com and mobile apps. During his three years there, the company’s digital landscape has changed significantly with the re-platforming of its website, the launch of iPhone, Android and iPad apps as well as the launch of two new TV channels on the Sky and Freeview platforms. Here, Eddie will walk us through the challenges and opportunities that arise when the prime focus has traditionally been on TV and the presenters’ relationships with customers. How do you provide a seamless customer experience across different devices and touch points?

---

2015 is the year of the mobile.This mobile revolution can have immense impact on e-retailers’ businesses. Many e-retailers believe that consumers use mobile simply as a channel for marketing or research, and that consumers carry out actual purchases in physical stores. Klarna’s view is that this is the case only because there have been no successful payment solutions, until now. People will buy with mobile – if we let them.

---

Commerce marketing is a science - do you have the correct formula? Just as scientists must study the periodic table, you must learn the marketing elements that allow you to maximise interaction with shoppers in an omni-channel world. You need a periodic table of commerce marketing.

Georges Berzgal, Managing Director –Europe, of Bronto Software will walk you through the periodic table of commerce marketing to help you build the blueprint of your marketing plan. The session will explain the transition from a basic marketing strategy to a sophisticated and automated solution. Attendees will walk away with:

• An understanding of the tools and technologies available for successful commerce marketing
• The ability to identify gaps and opportunities in the commerce landscape
• Specific examples of how to quantify results

---

The industry is forging ahead to omni-channel, but how can retailers be sure that the services they are investing in will deliver a return? Or that those services are being run profitably? In this session, Eric Fergusson, Head of Retail Services at eCommera, will explain how retailers can calculate the potential value of services like reserve and collect, ship from store and in-store kiosks. Eric will also cover key considerations for ensuring omni-channel services keep both customers and shareholders satisfied.

---

The only constant is change. From technology trends to changing business models to evolving consumer behaviors, there’s a lot to consider in order for today’s marketers to really have a handle on what’s important about what’s next.

With 15 years of eCommerce marketing experience, hear Jose’s take on the trends that matter and which techniques you should focus on when you get back to the office:

• Original video content
• Owned stories
• Mobile-first marketing
• Marketing in real-time
• Hyper-personalisation
• Positivity
• Visual marketing
• Visual influencers
• Marketing memes

---

With todays’ massive amount of clickstream and transactional data dwarfing in sise the data captured from just a few years ago, data warehousing is now of critical importance. Hear how Max’s team built a warehouse from the ground up, including data collection, reporting, visualisation and mining in order to aid decision making processes. Max delves into:

• How to create visibility of data from all channels in one place to gain sales insights per product and per customer
• How to develop a robust dashboard & assign responsibility for data gathering

---

---

---

In this session, attendees will learn:

• -Why mobile is set to be the new normal in ecommerce.
• -How brands can keep pace with the demand for visual content.
• -Why mobile is social (and vice versa).
• -How visual UGC and mobile are an ideal pair and can drive higher conversions.
• -Using mobile to create the in-store experience shoppers really want.

---

---

With almost £1bn of annual sales last year, Ulmart is the largest online retailer in Russia and No. 25 in Internet Retailer’s 2014 Europe Top 500. Brian Kean is here to prove that “the Godfather”, Jeff Bezos of Amazon, does not know everything. Due to Russian transport infrastructure, reliance on last-mile delivery is simply not a profit-creating option in Russia, despite being an Amazon obsession. Brian explains the benefits of operating an innovative hybrid model which allows customer access to Ulmart’s fulfillments centers. You’ll also learn why its so important not to over-promise and under-fulfill, as well as gain a first person insight into Ulmart’s predictable, transparent, purchasing methodology (PTP).

---