Programme

DELEGATE REGISTRATION

 9.00-9.15

WELCOME ADDRESS & INTRODUCTION FROM THE SPONSOR/CHAIRMAN

 9.15-9.30

 High street feedback straight from the horses mouth:

Voxpops presents the views of the general public by asking high street shoppers key questions from this conference

• Which retailers do you shop with online?  What makes you return to shop on their websites?
• What proportion of your online shopping comes from using a search engine?
• Have you ever been the victim of credit card fraud?
• How do you feel about using your credit card to shop online?
• What would deter you from shopping on a website you were browsing?
• How quickly do you expect goods you have purchased online to be delivered?
• How happy are you with the customer service you receive from online retailers?

Reserved for Voxpops

 Session 1
9.30-10.00

 The internet: this time its for real

• Understanding how the reality of online retail has finally caught up with the hype and how this impacts your business
• Assessing the value of the online retail channel in 2011 so your can focus your goals
• Analysing the drivers of future growth of online retail so that are best placed for what’s ahead
• Sharpening your strategy through  focussing on future consumer behaviours
• Assessing the implications for retailers’ business models and stores to ensure your strategy is on track

Andrew Garbutt, Director, Transactions Team, PricewaterhouseCoopers

 Session 2
10.00-10.30

Maximising Your Sales through cost effective search engine optimisation

• Understanding the key elements behind having a search friendly site
• How to effectively co-ordinate SEO strategies with PPC strategies
• Educating and establishing best practice within the online teams at the ELC
• Using analytics to spot keyword opportunities and future trends
• Looking ahead and making sure the ELC are ready for the next search innovations

Speakers are  Matthew Legge  - ELC and Finlay Clark - Big Mouth Media

 10.30-11.00

 NETWORKING AND COFFEE BREAK

 Session 3
11.00-11.30

 Establishing best practices of protecting your online business against credit card fraud

• Assessing the real damage of online fraud to your brand, reputation and sales so you can evaluate the true effect fraud can have on your business
• Evaluating the strengths and weaknesses  of key fraud deterrent initiatives so you decide which one will best suit your online business
• Establishing best practices of ensuring sales remain maximised whilst fighting online fraud so you can evaluate what charge back is acceptable in the sales vs. profit relationship
• Understanding key simple but effective steps that the small - medium sized retailers can use to deter online credit card fraud
• Assessing what internal help should be made available to fight the fraudster so you can ascertain who in your workplace should take responsibility for the fight

Ian Paton, Head of Security, Focus DIY

Session 4
11.30-12.00

 Assessing key techniques to convert your online surfers into online buyers

• Understanding how to change your model from legacy to lo-co
• Disaggregating the model- evaluating how to  drive consumer behaviour by understanding key principles
• Its all about the timing- converting surfers by hitting them at the right stage of the process
• Ensuring the distribution platform is both tempting and simple - the tease then the ease
• Developing the customer relationship whilst making sure the cost/revenue balance is right

Simon Lilley, Director of Marketing , Flybe.com

Session 5
12.00-12.30

 Delivering complete customer satisfaction through maximising the effectiveness of your delivery and fulfilment strategy

• Assessing how to determine which standard will maximise the effectiveness of your delivery and fulfilment strategy
• Driving results through effectively communicating the appropriate standard to your customers and carriers
• Measuring the effectiveness of your delivery and fulfilment initiatives so you know where to improve
• Evaluating how you can avoid costly pitfalls by getting things right first time round

 
Chris Pearce-Ramwell, Former Head of Transport , Screwfix Direct Limited

12.30-1.30

 LUNCH AND NETWORKING

Session 6
1.30-2.00

Driving real returns through managing seasonality, consumer trends and best practices for online retailers

• Focussing your strategy through understanding how UK retailers define e-commerce success
• Driving eCommerce Returns through establishing best practices of online retailing
• Avoiding costly pitfalls through effectively managing seasonality
• Closing Thoughts

Paul Frantz, Senior Industry Manager, Google

Session 7
2.00-2.30

Legal and Compliance Issues for Online Retailers (Vinod Bange/Katie Withers)

• Compliance with the DDA
• Data Protection Update
• Counterfeiting and unauthorised sales
• Cyber abuse - new techniques in online fraud and how to address them

2.30-3.00

 NETWORKING AND COFFEE BREAK

Session 8
3.00-3.30

Protecting your Brand on the Internet (Antony Gold)

• cybersquatting - recent trends
• typosquatting
• keyword litigation
• domain tasting
• new generic tld's
• tips to protect your brand online

Session 9
3.30-4.15

Online shopping in 2009-Ask the experts panel discussion and interactive Q & A session:

This interactive panel discussion allows you to ask some of the UK’s leading online retailers for their views of where online is going in the next two years to allow you to develop forward thinking online retail strategies.

Before opening up to questions from the audience, starting questions include:

• How will online shopping habits change in the next 2 years?
• What will online customers expect from retailers in 2009?
• How will online retailers maximise their customer loyalty the future?
• Which search engine optimisation techniques will prevail in the next 2 years?
• Which fraud prevention techniques will prevail in 2009?
• Which techniques are most likely to convert surfers into buyers in the future?
• How will customer delivery expectations change in the next 2 years?
• What will customers expect from online customer service in 2009?

 
Panellists confirmed:

• Pepita Diamand, Founder & Retail Director, Wrapit PLC
• Adri Kraa, Head of Ikea Shop Online!
• Paul Simmons, Head of Brand Marketing, Product & Distribution, Easyjet
• Gina Deeble, Head of Interactive Content, QVC UK

4.15-4.30

CHAIRMAN’S SUMMARY AND END OF CONFERENCE