Programme

Order of sessions and content are provisional. The Retail Bulletin reserves the right to change this programme’s content at any time

If you are a retailer and would like to speak at this event, please call Carl Goodman today on 0151 707 9522 or email carlg@theretailbulletin.com
If you are a consultant or solution provider to the multichannel retail market and would like to speak at this event please can Ian Sprange today on 01737 647 100 or email ians@theretailbulletin.com.

8.00-9.10	Registration & refreshments
9.10-9.20	Chairman’s Welcome And Opening Remarks Andy Parsley, Director, Green Lion
9.20-9.25	Welcome From Lead Sponsors Tony Bryant, Business Development Manager for Multi Channel, K3 Retail
9.25-9.55	Opening Keynote: A Profitable Future Strategy In A Multichannel World Is the customer right at the heart of a multi channel strategy? The true value of a multi channel customer Do your employees and suppliers really ‘get’ multi channel and how can you keep them engaged? Manage the tensions - ‘retail v online’ or ‘retail and online’? Multi channel pricing or multi price channels? Fulfilment - a profit drain or gain? Simon Russell, Head of Multi Channel, John Lewis
9.55-10.25	Retailer Case Study: Driving Wallet Share And Conversion Through A Consistent Customer Experience Across Every Channel Evaluating what experience today’s multichannel customer expects from the retailer Assessing how to offer a great standardised experience across each channel Delivering multichannel ROI through avoiding costly pitfalls made by many multichannel retailers Jonathan Wall, Group E-Commerce Director, Shop Direct Group
10.25-10.55	NETWORKING COFFEE BREAK
10.55-11.20	Workshop: Improving Customer Insight And Loyalty Through A Single Customer View Of The Multichannel Shopper Understanding the power of the cross-channel single customer view for driving market share and improved targetted marketing Ensuring the customer data is sufficiently digestible to glean insight from Analysing the single customer view to ensure promotional initiatives create loyalty Derek Eccleston, Research Director, eDigitalResearch
11.20-11.50	Retailer Case Study: Delivering a Seamless Reserve & Collect Service Who are Halfords and what do we do? How has Halfords retail proposition changed? What are today's shoppers expecting from 'reserve and collect'? Creating a system that works for the customer The importance of getting store colleague buy in Learn and adapt as you go What does the future hold? Chris Corbin, Head of Multi-channel, Halfords Group
11.50-12.35	Panel Discussion And Interactive Q & Session: Integrating Mobile Into Your Multichannel Strategy This interactive session allows you to ask some of the UK’s leading retailers and mobile solution providers for their views on how mobile devices are proving both an opportunity and a threat to retail organisations to ensure you can incorporate them within your multichannel strategies. The moderator will use some of the following questions as well as asking the audience to offer their own questions: How big is the opportunity to sell more products and services through mobile devices in today’s market? What proportion of retail sales will take place through mobile devices in the next 3 years? Will mobile shopping be undertaken mainly by younger shoppers? What are most engaging ways of marketing to customers through mobile devices? What can we expect from mobile vouchers in the next 2 years? How much of a threat is in-store barcode scanning to retail stores? Which technological advancements need to take place to maximise the mobile retailing opportunity? How can we approach security with mobile device payment? How important is it for retailers to have non transactional mobile applications? What are the key risks retailers should watch out for when implementing a mobile strategy What will mobile shopping look like in 2013 and when can we expect ROI? Panellists Confirmed to date: Steve Wind-Mozley, Ecommerce Director, Game Group Giles Delafeld, E-Commerce Director, Blacks Leisure Group plc Fergus Boyd, Acting Head of eBusiness , Virgin Atlantic Airways David Kohn, Head of eCommerce & Digital, Waterstone’s Steve Gray, CEO, Mobilize
12.35-1.35	LUNCH & NETWORKING
1.35-2.05	Retailer Afternoon Keynote:Key Steps To Move From ‘Shops And Online’ To Integrated Multichannel Retailer Meeting the expectations of today’s multichannel shopper Building a culture that ensures everyone is engaged to deliver your multichannel vision Ensuring the customer experience excels regardless of channel Evaluating your multichannel pricing options Avoiding the mistakes most retailers make in their multichannel strategy Simon Forster, Director, Debenhams.com
2.05-2.35	Headline Sponsor Speech: As Retail cautiously moves into the 2nd year of this decade. Tony will describe the next generation of joined up retailing which includes the 7 sins of multi channel that need addressing to meet the consumers every changing requirements. Continuing the Multi Channel journey What’s new for consumer interaction and personalisation 360 ̊view of the consumer - next steps to localisation 7 sins of Multi Channel Tony Bryant, K3 Retail, Business Development Manager for Multi Channel
2.35-2.50	Retailer Interview: Your Chance To Ask One Of The UK’s Multichannel Leaders Your Burning Multichannel 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. Joanna Brazier, Multi Channel Programme Director , John Lewis
2.50 - 3.15	Sponsor Speech: A Real Time Single View Of Your Deliveries In A Multichannel Marketplace Understanding how a real time, single view of delivery will increase sales and increase customer satisfaction Establishing best practices of providing delivery from each channel to ensure you never miss a sales opportunity and increase efficiencies Assessing how to provide delivery customer service from a multichannel perspective in order to maximise sales Commercial considerations in choosing the right carriers for a multichannel strategy Integrating a high quality, cost effective, seamless delivery experience irrespective of channel choice Patrick Wall, CEO & Co-Founder, MetaPack
3.15-3.45	NETWORKING COFFEE BREAK
3.45-4.15	Retailer Speech: Using Your Multichannel Offer To Maximise Loyalty Establishing best practices of maximising loyalty in a multichannel market place Understanding how to implement cross channel CRM, analytics and business intelligence to improve to improve customer loyalty Assessing how to ensure your loyalty scheme is still operational wherever the customer chooses to shop Evaluating how mobile retailing will affect customer loyalty Antony Smith, Head of CRM, Gala Coral Group
4.15-4.45	Cookies, Customers and Consent Multi-channel strategies require a deep understanding of the consumer's habits - data is key New European laws will affect the way on-line customer behaviour is tracked which affects all retailers, not just the ad-serving industry Data laws are different between the on-line and off-line worlds Data laws are applied differently throughout the EU and a multi-channel strategy needs to be aware of these differences Laws around data and e-money when formulating any loyalty-card programme Mike Butler, Partner and Head of Commercial Law, Squire Sanders Hammonds
4.45 onwards	Panel Discussion And Interactive Q & Session: Integrating Social Media Into Your Multichannel Strategy This interactive session allows you to ask some of the UK’s leading retailers and social media consultants for their views on how social media are proving both an opportunity and a threat to retail organisations to ensure you can incorporate them within your multichannel strategies. 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 multichannel retailers? Which threats do social media present to the multichannel retailer? How should retailers best approach exploiting opportunities from social media? How big a part should social media play within your multichannel strategy? How can retailers protect their brands from social media threats? How is the increased use of smartphones affecting the retailers from a social media perspective Which multichannel retailers stand out from the crowd in using social media and what are they doing? Which social media technologies offer the retailer the best ROI? What social media pitfalls should retailers try to avoid within their multichannel strategies? How will social media impact retail strategy in 2013? Panellists Confirmed to date: Brian Curran, Former Head of Group Direct Marketing & Publishing , Mothercare Fergus Boyd, Acting Head of eBusiness , Virgin Atlantic Airways Simon Harrow, Technology Officer, Kiddicare Naomi Paget, Head of Customer Relationship Marketing, TM Lewin Dawn McGruer, Director, Business Consort
	Chairman’s Summary And Closing Remarks Andy Parsley, Director, Green Lion
	DRINKS RECEPTION & NETWORKING