8.00 – 9.15 |
REGISTRATION AND NETWORKING |
| 9.15-9.30 |
Chairman’s Welcome Address And Opening Remarks:
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Andy Parsley, Director, Green Lion
Welcome From The Sponsor K3 |
| 9.30-10.00 |
Keynote: Maximising Profits Through A Seamless, Engaging Multichannel Customer Experience |
- Evaluating what today’s multichannel customer expects from the retailer
- Maximising loyalty through ensuring your offering is synchronised across each channel
- Establishing best practices of delivering an engaging multichannel customer experience that maximises profits
- Saving money through understanding how to effectively tackle the HR implications of a multichannel strategy
- Delivering multichannel ROI through avoiding costly pitfalls made by many multichannel retailers
Doug Gurr, Executive Development Director, Asda-Walmart |
| 10.00-10.30 |
Speech: Strategies For Multichannel Success |
- Video interviews with CEOs from four of the UK’s most successful multi-channel retailers
- What are major retailers doing to drive sales online and across channels?
- Which strategies are working? Which investments are paying off?
- How is the market changing?
- What does the future hold?
Tony Stockil, CEO, Javelin Group |
| 10.30-11.00 |
Case Study: Building A Company-Wide Multichannel Strategy That Focuses On Maximum ROI and Minimises Disruption
Building A Company-Wide Multichannel Strategy That Focuses On Maximum ROI and Minimise Disruption:
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Multichannel is more than “Click & Collect”
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Finding a model that delivers the company vision
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Ensuring company wide engagement
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Building on business strengths
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Taking a bold approach
Ros Hunt, Head of Online, Lloydspharmacy |
| 11.00-11.25 |
NETWORKING COFFEE BREAK |
| 11.25-11.40 |
Interview: Your Chance To Ask One Of The UK’s Multichannel Leaders Your Burning Questions
Delegates will be asked to submit questions prior to the event, the best of which will be used before opening to the audience
Doug Gurr, Executive Development Director, Asda-Walmart |
| 11.40-12.10 |
How Consumers Are Closing The Multichannel Gap |
- Where do customers go first online or retail
- Why has internet become so important
- What is the consumer's decision making process before purchasing
- How important is search vs banner advertising
- Does Twitter and Facebook matter?
Tamer Ozmen, Vice President, Online, Orange |
| 12.10-12.40 |
Adopting A Multi-Channel Mind Set For Your IT Environments
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- Saving money by utilising existing systems
- Making the most of your EAI Hubs
- Taking a customer centric viewpoint to architecture design
Nigel Randall, E-Commerce Systems Manager, Waitrose |
| 12.40-1.10 |
Case Study: Moving From Having Multiple Channels To Being A True Multichannel Retailer |
- Understanding ‘The whole is greater than the sum of the parts’
- The challenges of working as a multichannel retailer
- The way we have structured ourselves to prepare for a new way of working
Darren Gardner, Head of New Business, Multichannel and Future Strategy, The Carphone Warehouse Group PLC |
| 1.10 - 2.00 |
LUNCH & NETWORKING |
| 2.00-2.30 |
Maximising Efficiencies: Achieving A ‘Single Customer View’ In A Multichannel Marketplace |
- Understanding the benefits of achieving a ‘master’ view of the customer journey
- Establishing best practices of efficiently merging multiple systems and sets of data into one standardized master system
- Overcoming key integration challenges
- Choosing technology that is appropriate for your multichannel strategy and offers ROI
- Assessing how to translate a single customer view into an improved bottom line
Aamir Ahmad, Managing Director, Dwell |
| 2.30-3.00 |
Sponsor Session by K3
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What does delivering a multichannel strategy mean to a bricks & mortar retailer?
- How can retailers create a consistent shopping experience across all channels?
- Extending the customer proposition - how joined up can we be?
- What is the next decade's multichannel roadmap
- Store of the future - is there one?
Tony Bryant, Business Sector Manager, K3 Retail Business Solutions |
| 3.00-3.30 |
Clearance Channels in the Multi-channel mix: |
Joe and Duncan will look at:
- Raising recovery rates through different clearance options
- eBay and other channels’ role and position in UK retail
- Managing open-to-buys and markdown strategies
- Segmenting customers across channels and differentiating the clearance offer
- Making eBay part of your online growth strategy
Duncan Grant, Director of Multichannel, The Entertainer and Joe Tarragano, Enterprise Services, eBay |
| 3.30-3.55 |
NETWORKING COFFEE BREAK |
| 3.55-4.25 |
Case Study: Multichannel Retailing : The View From The Screen |
- There is more to multichannel than having multiple channels
- The whole is greater than the sum of the parts: joined up channel thinking
- Create and buy once: Sell everywhere
- Where next? The world is still changing
Richard Burrell, Director of Media Operations, QVC |
| 4.25-5.10 |
Ask The Expert Panel Discussion & Interactive Q & A Session:
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This interactive panel discussion allows you to ask some of the UK’s leading multi-channel retailers for their views on where multi-channel is headed to allow you to develop forward thinking multi-channel strategies and conclusions from today’s conference
Before opening up to questions from the audience, the moderator will ask some of the following kick off questions:
- What will the multichannel customer of the future look like and what will they expect?
- How can we best improve the customer experience across a variety of channels?
- How can we best place multichannel at the heart of our company culture?
- How can we effectively achieve a central view of the multichannel customer’s journey?
- What lessons have been learned to best manage multichannel stock control?
- How should we approach the issue of pricing within our multichannel strategies?
- What new methods can we use to squeeze the most profit from our websites?
- Which techniques can we use to measure the effectiveness of our multichannel strategies?
- How should customer service adapt to a multichannel retail organisation?
- How can we maximise loyalty within our multichannel strategy?
- How can we use social media to maxmise profits?
- How far away are we from mobile being a key channel to market?
- Which new opportunities does TV retailing offer?
- Which new payment options should we be looking at to maximise customer experience?
- How can we surpass our customer’s delivery expectations?
- Will traditional retailers who don’t adopt different channels still exist in the future?
- How can we maximise convenience for the consumer in the future?
- How can we best develop our employees’ skills to cater for a multichannel world?
- How can we best minimise the cost of multichannel expansion?
- How should we approach loss prevention within our multichannel strategy?
- What are the key pitfalls traditional retailers make when moving to multichannel?
Panellists:
- Aamir Ahmad, Managing Director, Dwell
- David Oliver, Director, CRM (EMEA), Hertz Europe Limited
- Richard Burrell, Director of Media Operations, QVC
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| 5.10-5.15 |
Chairman’s Final Comments And End Of Conference
Andy Parsley, Director, Green Lion |
| 5.15 – 6.00 |
DRINKS AND NETWORKING |
