Auf der Internet Retailing 2011 Conference am 4.10. wird Mark Hodgkinson, beim-Online-Kaufhaus Asda zuständig für Digital and Financial Services, zusammen mit Gavin Sathianathan, Leiter der Handelspartnerschaften bei Facebook, und Miriam Lahage, Global Head of Fashion Brand, eBay, die sechste jährliche Konferenz des britischen Fachblatts eröffnen.
Die Konferenz findet an nur einem Tag statt, nämlich am 4. Oktober. Ort der Veranstaltung ist das Novotel im Londoner Stadtteil Hammersmith. Die Kapazität beträgt 500 registrierte Konferenzbesucher, die die Ausstellung und die acht Workshops besuchen können.
Der Eintrittspreis ist nach dem 1. August von 295 auf 495 Pfund geklettert. Aber deutschsprachige Retailer aus der DACH-Region können jede Woche eine Eintrittskarte über den deutschen Newsletter gewinnen. Infos dazu gibt das Editorial des Newsletters bis zum 28. September.
Grußwort des Chefredakteurs
Ian Jindal, Chefredakteur von “Internet Retailing“, sagte: “Intensiv, inspirierend und man ist unter sich. Wie könnte man einen Tag außerhalb des Büros besser verbringen als auf der Konferenz von InternetRetailing?”
Jindal weiter: “Wir respektieren, dass Sie nur wenig Zeit haben, indem wir an nur einem kompakten Veranstaltungsort 500 Besucher, 44 Aussteller und drei Keynotes unterbringen. Facebook spricht zum ersten Mal über seinen Ansatz beim B2B- und Handelspartnerschaften. Außerdem gibt es drei Vortragsreihen von E-Retailern.
Sie haben die Gelegenheit, an nur einem Tag Ihre Ideen mit führenden Kollegen im Multichannel-Retailing zu teilen, Kontakte zu ihnen zu knüpfen und von ihren Erfahrungen zu lernen. Mittlerweile in ihrem sechsten Jahr, ist die Internet-Retailing-Konferenz 2011 ein Must-have-Termin im Herbst diesen Jahres.”
Um mehr Informationen über die Internet Retailing 2011 Konferenz herauszufinden, klicken Sie bitte HIER.
Die drei Vortragsreihen CUSTOMER, TEAM, INDUSTRY
Die Konferenz umfasst insgesamt drei Vortragsreihen, acht frei zugängliche und kostenlose Workshops und eine Ausstellung mit 44 Ständen.
Die drei Vortragsreihen haben die Themen “The Customer” (Kunde), “The Team” und “The Industry” (Branche). Die inzwischen bestätigten Sprecher dafür kommen von Waitrose (Supermarktkette), Air Asia.com, Overstock.com, British Airways, Majestic Wine, Urban Outfitters, Lakeland, Thomas Pink, JD Williams und Naked Wines.
1) Die Vortragsreihe CUSTOMER
Besucher erhalten Einblick in…
– den sich entwickelnde Kunden und sein geändertes Verhalten;
– wie ‘Smarter Commerce’ in der Ära des informierten Kunden die Wertschöpfungskette neu definiert;
– warum Personalisierung weiterhin ein Umsatzmotor ist und wie sich diese Technologie weiterentwickelt;
– die Erfolgsstrategien, die British Airways anwendet, wichtige Einsichten über den Kunden zu erhalten und Probleme bei der Bedienerfreundlichkeit der Website zu lösen;
– wie die Supermarktkette Waitrose dafür sorgt, dass ihre Kunden auf allen Vertriebs- und Kontaktkanälen die gleiche Nutzererfahrung geboten bekommen;
– wie man Marketing und Kundenservice verbindet, um die Nutzung von Service und mobilen Angeboten positiv zu beeinflussen;
– welche Rolle E-Mail in einer sozial, lokal und mobil gewordenen Welt spielt und wie ein Retailer die Automatisierung rechtzeitiger Lieferung zu seinem Vorteil genutzt hat.
| Stream 1: The customer (der Kunde) | |
| 11.20 | Einleitung des Veranstalters – Dr Mike Baxter, Managing Director, Sales Logiq |
| 11.20 – 11.50 | The evolving customerMany of Britain’s retailers are world class in customer service but customer expectations continue to rise. Jo Caulson will look at customer expectations in the past, present and future and what it means for employee engagement, customer satisfaction and service.Speaker: Jo Causon, Chief Executive, Institute of Customer Service |
| 11.50 – 12.20 | How the online experience influences customer satisfaction and success The online channel is a critical customer touch point for retail in general, but especially for travel companies, where the online experience can make or break a sale. To understand the online experience from the customers’ perspective, British Airways employs a suite of analytics, focusing on customer satisfaction and session replay technology. This unique, continuous view of the actual customer experience helps the company trouble-shoot user challenges and make a business case for improvements that will directly increase sales and efficiencies.Speaker: Nick Gassman, Manager, User Experience and Design, British Airways / ba.com and mobile delivery |
| 12.20 – 12.50 | Personalisation as a revenue generator A successful personalisation initiative can generate millions of pounds in attributable sales in the short term and strengthen relationships with consumers that increase their lifetime value. In his presentation, Sam Peterson will talk about the business benefits Overstock.com has achieved from leveraging customer insight to deliver a personalised user experience. He will also talk about how RecLab, a project designed to enable researchers to code and run a variety of recommendation algorithms against live shopping traffic on major ecommerce sites, is driving innovation in personalisation technology.Speaker: Sam Peterson SVP, Technology, Website and Merchandising, Overstock.com |
| 12.50 – 1.00 | Fragen aus dem Publikum |
| 1.00 – 2.00 | Mittagessen |
| 2.00 – 2.30 | Expert Insight – Email’s role in a world gone mocialThe way we communicate is moving – literally. The convergence of social, mobile, local and email (or mocial) has changed when, where and how we communicate. These and other trends are opening opportunities for email to increase value in the marketing ecosystem. Silverpop will address the latest challenge for email marketers and how mocial will clear the way for email to live up to its promise as a highly targeted and one-to-one messaging channel.Speaker: Richard Evans, Director of Marketing, EMEA, Silverpop |
| 2.30 – 3.00 | No frills just full social, mobile customer serviceAirAsia may be a no frills airline operation but its customer experience is far from it. It believes in using the latest technology to reach out and communicate with its customers, fans and prospects wherever they are in their virtual or real-world journey. Zaman Ahmad will explain how they manage customers’ interactions through mobile, web and social media and how customer services and marketing connect to provide self-service and individual communications.Speaker: Zaman Ahmad, Regional Head – Strategy, Innovation and Customer Experience, AirAsia Berhad |
| 3.00 – 3.10 | Fragen aus dem Publikum |
| 3.10 – 3.45 | Kaffeepause |
| 3.45 – 4.15 | Expert Insight – Meeting expectations of the empowered customerThe concept of Smarter Commerce is about redefining the value chain in the age of the empowered customer. It’s a unique approach that increases the value companies generate for their customers, partners and shareholders in a rapidly changing digital world. David Hogg will discuss how it is designed to help companies better integrate and more effectively manage their value chain, including buy, market, sell, and service processes to put the customer at the centre of decisions and actions leading to greater customer loyalty, revenue/margin growth and agility.Speaker: David Hogg, Industry Marketing Executive – Retail/CPG, EMEA, Sterling Commerce – an IBM Company |
| 4.15 – 4.45 | Customer experience in a cross-channel worldNigel Randall with disclose the work and thinking behind the redevelopment of Waitrose.com and how it ensures online consumers receive the same personalised and unrivalled standard of service usually associated with the in-store experience.Speaker: Nigel Randall, eCommerce Systems Manager, Waitrose |
| 4.45 – 5.00 | Fragen aus dem Publikum |
2) Die Vortragsreihe TEAM
Besucher erhalten Einblick in…
– wie ein Retailer das Fachwissen des Ladenpersonals nutzt, um lokalen und Online-Kunden zu helfen;
– die Reise eines Retailers von einer einzigen globalen Plattform aus zur internationalen Expansion;
– wie Amazon über verschiedene Regionen hinweg Handel treibt;
– warum Lokalisierung für global agierende Marken wegweisend ist;
– die Absicherung von Zahlungen, das Eliminieren von Transaktionsrisiken und der Schutz von Kundendaten;
– wie Technologie, Prozesse und Systeme die Zusage von Lieferzeiten beeinflussen;
– die Evolution des Teams und die Rolle des E-Commerce Managers unter dem Einfluss geschäftlichen Wandels im Hinlick auf Multichannel-Reife.
| Stream 2: The team | |
| 11.20 | Einleitung durch den Veranstalter |
| 11.20 – 11.50 | Internationalisation the Amazon wayHear insights from Amazon on how it trades across different regions,what makes it so efficient at ‘getting stuff out of the door’, the key things that have been learnt that retailers entering new markets should do – and avoid – and what it sees as future trends for the marketplace. Speaker: Chris Poad, Director – Merchant Services, Amazon UK |
| 11.50 – 12.20 | Building a common platform to support international marketsBest Buy Europe is using new technology solutions to improve the multichannel customer experience and business capability across The Phone House operations in 7 countries. Hear about the technology, challenges and lessons learned.Speaker: Amy Bastow, Head of Multichannel, The Phone House Europe |
| 12.20 – 12.50 | Turning global into localWhat does the European version of a mega-brand look like and how can this be translated with a localised feel? Jan’s presentation will give insight into the approach Global brand Urban Outfitters has taken to ensure brand reputation is maintained while innovating, opening out territories and delivering a culturally relevant proposition.Speaker: Jan Mehmet, Ecommerce Director, Penhaligon’s & L’artisan perfumer (Formerly Ecommerce Director, Urban Outfitters Europe) |
| 12.50 – 1.00 | Fragen aus dem Publikum |
| 1.00 – 2.00 | Mittagessen |
| 2.00 – 2.30 | Keeping it local with store-generated content and social mediaMajestic Wine has enabled its 170+ stores to publish content online, and to engage with customers through social media. Richard will discuss why and how this was put in place, and share some of the lessons learned in delegating content creation to the 800 retail staff.Speaker: Richard Weaver, Ecommerce Director, Majestic Wine Warehouses |
| 2.30 – 3.00 | Directing for multi-channel successTony Preedy shares his expertise on the main commercial drivers and critical success factors for a consumer-focused, multi-channel retail business. He’ll cover how a brand-led mode of thinking is changing the role of ecommerce directors and how they manage and pull together the 5 strands for multichannel success while undergoing major platform change.Speaker: Tony Preedy, Marketing Director, Lakeland |
| 3.00 – 3.10 | Fragen aus dem Publikum |
| 3.10 – 3.45 | Kaffeepause |
| 3.45 – 4.15 | Expert Insight – Online fraud: knowledge is power Drawing on findings from CyberSource’s 2011 UK Online Fraud Report, Dr Akif Khan will explore some of the key challenges facing today’s retailers and will discuss techniques and guidelines for improving process inefficiencies and the building of fraud detection rules to help you preserve good customers and keep fraudsters out.Speaker: Akif Khan, Director, Products & Services, CyberSource |
| 4.15 – 4.45 | Reconciling customer expectations with cost to serveWith customer choice ruling the growth in fulfilment and delivery methods, this presentation examines how technology, processes and systems are speeding up and altering the delivery promise. Hash Ladha will share insights into the company’s use of the Shutl 90 minute delivery service and its impact on customer engagement.Speaker: Hash Ladha, Group Multi-channel Director, Aurora Fashions |
| 4.45 – 5.00 | Fragen aus dem Publikum |
3) Die Vortragsreihe INDUSTRY (Branche)
Besucher erhalten Einblick in…
– die neuesten Entwicklungen im Mobilgeschäfts: NFC, Marketing und Mobile als Klebstoff, der für den Erfolg im Cross-Channe-Geschäft nötig ist;
– mobilen Handel heute – die Erfahrung eines Retailers;
– die jüngsten Neuerungen in einer Produktpräsentation;
– den Einsatz detaillierter Produktdaten am Off-site-Backend, um Kunden zu binden und den Umsatz zu steigern;
– die Evolution einer Multichannel-Branche – der Aufbau ausgereifter Multichannel-Modelle;
– warum ein neuer Typ von Retailern die Branche, die Produktentwicklung und die Kundenerwartungen aufmischt.
| Stream 3: The industry | |
| 11.20 | Einleitung des Veranstalters – Paul Skeldon, Editor, M-retailing.net |
| 11.20 – 11.50 | Expert Insight – The Da-Vinci app or the mobile masterpiece – painting the m-commerce pictureThe most influential masterpieces ever created are the ones that are ahead of their time. M-commerce has given rise to many online apps and mobile sites enabling their creators to get ahead of the competition. But with so many different online applications, changing consumer habits and new technologies, m-commerce can be a tough art to master. David Backshall looks at the challenges and opportunities of apps vs. mobile optimisation and discovers which brands have sculpted a successful mobile strategy.Speaker: David Backshall, Head of Sales, Sage Pay |
| 11.50 – 12.10 | Mobile commerce today – a retailer’s experiencesIsh Patel will share the experiences of Aurora Fashions as it has implemented mobile projects for customers and staff across the Coast, Karen Millen, Oasis and Warehouse brands.Speaker: Ish Patel, Strategic Director, Aurora Fashions |
| 12.10 – 12.30 | NFC and other technologies – a customer usability perspectiveFrench supermarket chain Groupe Casino is looking beyond the traditional methods of retailing from the shop floor and via its website with home and drive-through delivery options. It is currently testing a number of technologies, including NFC, to help all of its customers to transact easier with the chain whether they are at home, in the street or in a store. In this presentation, Thibault will explain the thinking behind the trials and share experiences and results of usability testing with customers.Speakers: Thibault de Pompery, Creative Director, Innovation Department, Groupe Casino and Vincent Berge, Founder & CEO, Think&Go NFC |
| 12.30 – 1.00 | M-commerce PodiumsdiskussionM-retailing’s Editor, Paul Skeldon, will be joined by retailers and industry experts to discus the latest developments, issues and challenges around m-commerce today. Panellists include: Kamarulzaman Ahmad, Regional Head – Strategy, Innovation & Customer Experience, Air Asia Berhad; Pat Wood, Managing Director, TruffleShuffle.com; Ish Patel, Strategic Director, Aurora Fashions; |
| 1.00 – 2.00 | Mittagessen |
| 2.00 | Einleitung des Veranstalters – Paul Bolton, Director of Product and Strategy, IVIS Group |
| 2.00 – 2.20 | Product presentation ensuring a good customer fitNadine Sharara will showcase Thomas Pink’s latest innovation in ecommerce to ensure the customer gets the perfect fit from a product presented perfectly.Speaker: Nadine Sharara, Head of eCommerce, Thomas Pink |
| 2.20 – 2.40 | From static to interactive: innovations in product presentationThe future for retail websites is interactive; join mydeco.com CEO Nicole Vanderbilt to see some of the latest 3D and augmented reality technology being used by retailers in the UK and US to create engaging product experiences and find out how it has impacted sales. Find out how ‘virtual’ product technology can solve the real world ‘variant’ product challenge.Speaker: Nicole Vanderbilt, CEO, mydeco.com |
| 2.40 – 3.00 | Using product-level data to increase online salesRetail giant JD Williams has seen revenues and ROI jump since starting to use optimised granular-level, product data to drive highly targeted marketing across online channels, including comparison engines, on-site product reviews and post-site re-targeting. Join JD Williams’ Dominic Smith for this session as he shares insight into how the ‘nitty gritty’ of product information engages customers on and off site.Speaker: Dominic Smith, Ebusiness Development Manager, JD Williams |
| 3.00 – 3.10 | Fragen aus dem Publikum |
| 3.10 – 3.45 | Kaffeepause |
| 3.45 – 4.15 | Expert Insight – Building Mature Multi-channel Models Join Tesco.com and their multi-channel partner IVIS Group to learn about their 15 years’ journey in building Tesco.com from inception to world leadership. Jon Higgins, Tesco.com IT Director, will talk about balancing innovation and evolution with day-to-day trading needs while Qusai Sarraf, IVIS GroupCEO, will provide insight on the Multi-channel Maturity Model (MCm²), a method to build world class multi-channel models.Speakers: Qusai Sarraf, CEO, IVIS Group & Jon Higgins, IT Director, Tesco.com |
| 4.15 – 4.45 | Evolution of business modelsThe internet has allowed the creation of completely new businesses, with real,sustainable, structural competitive advantages over traditional models. Rowan Gormley explains how Naked Wines is reshaping the wine business and what the model means for other retail sectors and online. Speaker: Rowan Gormley, founder, Naked Wines |
| 4.45 – 5.00 | Fragen aus dem Publikum |
