Programme

Please note, the below programme is provisional and The Retail Bulletin reserves the right to change this programme's content at any time.

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Proposed Time
9.20 - 9.30	Chairman’s Welcome And Opening Remarks Andy Parsley, Director, Green Lion
9.30 - 10.00	Consumer Survey Results: Understanding Changing Cross-Channel Retail Consumer Behaviour And Opportunities To Improve Their Experience And Loyalty Sterling Commerce performs an annual consumer survey, executed by Ipsos Mori where they ask consumers about their purchasing preferences in a multi-channel retail environment and explore what would improve their experience. The survey covers UK, France and Germany and is intended to offer insight to trends that retailers need to adapt to in order improve their customers’ experience and improve loyalty. How cross-channel consumer shopping preferences vary by retail sub-sector and geography What would most improve consumers’ shopping experience and loyalty in each channel Why “save the sale” is such an important opportunity to improve loyalty Best Buy case study of cross-channel best practice David Hogg, Retail Industry EMEA, Sterling Commerce
10.00-10.30	Using New Technologies To Build Multichannel Loyalty And Engage The Customer Positioning Aurora Fashions - The Brands, the customer demographic, the geographical markets, the channels to market Fulfilling a channel agnostic customer purchase desire - ensuring that Aurora products are available to the customer whenever and however they would like The growing importance of new channels - trial based evidence of deviation away from classic bricks and mortar shopping Supporting technologies - iPhone; Mobile vouchers; fixed / mobile kiosks / 'click and collect' Asset management - managing our customer assets to build loyalty Andy Tudor, Senior Technical Development Manager, Aurora Fashions
10.30-11.00	NETWORKING COFFEE BREAK
11.00-11.15	Interview: Your Chance To Ask One Of The UK’s Retail Loyalty Leaders Your Burning Loyalty Questions Delegates will be asked to submit questions prior to the event, the best of which will be used before opening up to questions from the audience Steve Gray, Chairman of emnos and Mobilize- Systems and formerly Managing Director, dunnhumby.
11.15-11.45	Panel Discussion And Interactive Q & Session: Understanding The Impact Of Social Media On Your Customers’ Loyalty? This interactive session allows you to ask some of the UK’s leading loyalty executives for their views on how social media is proving both an opportunity and a threat to customer loyalty to ensure you can incorporate them within your loyalty strategy. The moderator will use some of the following questions as well as asking the audience to offer their own questions: What opportunities do social media offer to increase retail loyalty? Which loyalty threats do social media present to the retailer? How should retailers approach exploiting loyalty opportunities from social media? How can retailers protect brand loyalty in the age of social media? Which retailers stand out from the crowd in using social media to increase loyalty and what are they doing? Which social media technologies offer the retailer the best ROI? What social media pitfalls should retailers try to avoid? How will social media impact on customer loyalty in the next 2 years? Panellists confirmed to date: Kate Hames, Online Content Manager, Waterstones Matt Henton, Marketing Director, Espares Amanda Hepburn, Content and Social Media Manager, Game Group Henry Elliss, Associate Director: Social Media, Tamar
12.00 -12.30	Driving Multichannel Customer Experience, Loyalty and Customer Service Through Unified Communications And Payment Solutions Understanding how unified communications works for multichannel retailers Using unified communications to improve customer service, increase loyalty and boost productivity Turning enterprise into a call centre to give an outstanding customer experience Providing a better customer experience at the shopping basket to increase sales Using a cross channel payment solution to deliver a consistent levels of service Mike Bielinski, CEO, Vodat International
12.30-1.30	LUNCH & NETWORKING
1.30-2.00	Profitable Customer Retention Through Managing Engaging, Personalised Customer Relationships Understanding how customer expectations have shifted in response to changing economic climates Using programmes such as online registration and membership to build a customer relationship platform Providing customers with experiences that are meaningful to them and not just perceived as a loyalty scheme Assessing how to effectively engage with the customer through engineering an experience that builds loyalty Evaluating how personalisation within your loyalty strategy can drive improvement in marketing ROI David Oliver, Formerly Director, CRM (EMEA), Hertz Europe Limited
2.00-2.30	Improving Customer Service, Loyalty & Profitability Through Customer Data Quality Understanding the data driven approaches employed by best-in-class companies Top strategies for building and maintaining trust in customer data Unifying customer data across multiple channels for accuracy, completeness and consistency Implementing customer-centric data quality technologies for lifetime value Real-life examples from leading UK retailers Ed Wrazen, Vice President, Product Marketing, Trillium Software
2.30-3.00	Case Study: Measuring The Success Of Your Customer Loyalty Initiatives To Demonstrate ROI Establishing a method and necessary tools required to measure customer loyalty across multiple channels Measuring retail loyalty - the issues and options and the importance of not getting put off. Assessing the value of your loyalty initiatives in order to demonstrate ROI Understanding how to effectively promote the ROI of your loyalty initiatives to board members in a challenging economy Anne Brunsdon, Head of Customer Marketing UK and EU , The Carphone Warehouse Group PLC
3.00-3.30	NETWORKING COFFEE BREAK
3.30-4.00	Driving Customer Loyalty Through Incorporating An Understanding Of Consumer Behaviour Into Multichannel Merchandising And Pricing Decisions Today's multichannel consumers have to navigate a bewildering array of choices, while being assaulted by multiple stimuli from a plethora of both familiar and unfamiliar retailers A few simple techniques can help retailers influence how consumers respond to their proposition and promote loyalty Multichannel retailers need to think of themselves as merchandisers of information, as much as merchandisers of products Pricing has a key role in keeping customers loyal across multiple channels David Oliver, Partner, Diamond Management and Technology Consultants
4.00-4.30	What Is The Future Of Customer Loyalty Marketing? What will tomorrow’s customers expect from retail loyalty initiatives? What are the emerging trends globally in customer loyalty marketing? Which customer loyalty strategies offer the best returns for a recovering multichannel economy? Which retailers should we be taking example from in the next 2 years? What is the future of customer loyalty marketing? Will Shuckburgh, Business Development Director, Nectar
4.30-5.15	Multichannel Loyalty In 2012- Ask The Experts Panel Discussion And Interactive Q & A Session This interactive session allows you to ask some of the UK’s leading loyalty executives for their views on where loyalty is headed in the next two years allowing you to form forward thinking conclusions from today’s conference. The moderator will use some of the following questions as well as asking the audience to offer their own questions: Which key factors will motivate consumers to be loyal in 2012? What will the customer experience look like in 2012 in each channel? Which loyalty schemes will prevail in the next 2 years? What part will mobile phones play in customer loyalty in 2012? Will customers have more disposable income by 2012? Will customer get bored of loyalty schemes in the next 2 years? What new opportunities and threats can we expect from social media in the next 2 years? How will CRM, analytics and business intelligence technology change over the next 2 years? Which loyalty technologies will offer us the best ROI over the next 2 years? Which personalisation techniques will prevail in the next 2 years? How can we reduce the costs of loyalty in the next 2 years? How can we prepare our staff to maximise loyalty over the next 2 years? Which loyalty pitfalls should we avoid over the next 2 years? Will competition be more international by 2012? Will bricks and mortar only retailers survive in a world of mutichannel loyalty by 2012 Panellists confirmed to date: Anne Brunsdon, Head of Customer Marketing UK and EU , The Carphone Warehouse Group plc David Oliver, Director, CRM (EMEA), Hertz Europe Limited Howard Langer, Head of CRM and Direct Marketing, B&Q plc Grant Baillie, eCRM Insight & Marketing Manager, Argos
5.15-5.25	Chairman's Summary And Closing Remarks
	DRINKS RECEPTION & NETWORKING