The 7th Annual OmniChannel Retail Summit 2016

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Omnichannel customers display a higher level of loyalty to a brand and typically out-spend multichannel shoppers by over 20%

The 7th Annual Omnichannel Retail Summit 2016

Hear from

iVend Retail
John Lewis
TUI Group
Visual IQ
My Supermarket

Strategies and innovations to create a seamless omnichannel shopping journey in today’s digital world


Wednesday 3rd February 2016

Cavendish Conference Centre, London W1

The way consumers shop has changed drastically, and with it the structure of retail has had to adapt to embrace the omnichannel age. It's no good just jumping on the latest technology bandwagon - retailers must know what their consumer wants before they know what to deliver with everyone thinking of new ways to make more meaningful connections with customers.

With the digital revolution, the concept of ‘online’ began. In the early days, ecommerce had a very separate identity from traditional bricks & mortar shopping - with online shopping considered fundamentally different from shopping instore. Retailers need to think less about individual channels and how they fit together and more about the overall customer journey. Rather than focusing on driving customers to buy on each channel, retailers need to find the value in each channel as part of the customer journey.

British shoppers are taking control of the omnichannel shopping environment. In response, retailers are identifying that shoppers now use a combination of many research, browsing, purchase and collection methods to create a bespoke shopping experience. Retailers search for new ways to adapt to changing customer behaviour and stay relevant in the digital world.

For retailers to succeed with their omnichannel plans, they need to think beyond technology and consider the entire shopping journey, from discovery to purchase. The basics of retail haven’t changed, but the way we do it has. Retailers must reinvent the store experience - with a focus on the customer journey and being there 'digitally' - to stay relevant in the changing world.


Attend this interactive, retailer-led conference to find out how to:

Can you afford to miss this one-day conference with incredible speakers, tips, success stories and vital information to help retailers and brands tackle the strategic and day-to-day challenges of running a successful omnichannel business.





Chair's welcome and opening comments


Retailer Interview:
Putting the customer journey before device type to deliver a greater customer experience

  • The need to understand the customer journey - what is best for the customer?
  • Creating a seamless journey across all channels
  • Mapping out shoppers purchasing journeys - how products attract different shopping behaviours
  • Overcoming the legacy in integrating the old with the new digital world for a seamless omnichannel experience
  • Integrating operations and marketing to ensure a single customer view
  • How to synchronise channels?
  • Offering the customer a unique but connected approach


Retailer Case Study:
Omnichannel ROI - how to make money

  • Discover a framework for assessing omnichannel ROI
  • Debate what KPIs should be used to track omnichannel
  • How to go for ROI and maintaining the margin
  • Updating legacy systems and proving ROI to invest in new technology

10.25 -10.55

Retailer Case Study:
New trends in technical innovation - which opportunities hold the key to unlocking the full potential of omnichannel retailing

  • How to design your technology roadmap
  • Introducing new technology to stores - beacons, NFC, tablets
  • Instore ordering and functionality
  • Keeping up with new and emerging technology - success and failures
  • Wearable technology




Retailer Case Study: Keeping the balance during transformation - the John Lewis omnichannel evolution

  • Omnichannel seamless experience - the road to achieving process & technology and the associated difficulties
  • The sprouting of customer experience tools and innovations - how to decide which to choose and invest in?
  • Ensuring experience is improved at the rate investment intends
  • Spotlight on John Lewis' experience of delivering a large scale transformation whilst the business evolved in parallel

Mark Lewis, Head of Omni-Channel Customer Ordering, John Lewis

Trish Young, Head of Retail Business Consulting, Cognizant


Panel Discussion:
How digital technology is bringing new experiences to the store - connecting instore and online channels to deliver a seamless experience

  • 'Click and collect' integration - the challenges and benefits to the business
  • Consumer behaviour habits - B&M vs. digital
  • Closing the gap between the ecommerce and instore world
  • Creating a shopping experience where online and offline intersect
  • Digital store strategy - how digital tools will change the instore shopping experience
  • Effectively engaging with customers though online channels
  • Customer service across all channels
  • Show-rooming or web-rooming?
  • Utilising web optimisation to drive online retail growth
  • Measuring success in omnichannel by evaluating performance across devices and time

Tim Barton, Director of Product Marketing, Citixsys

Jeremy Maxwell, Multichannel Director, Wolseley UK




Retailer Case Study:
Personalisation - investing in big data to understand your customers

  • Managing personalisation at scale to make broad, diversified sites more relevant to a large group of customers
  • How to join data across all channels rather than silos of data - a unified journey for the customer
  • True personalisation for customers and CRM
  • Big data - how can we bring it together in one view?

Kim Ludlow, Managing Director,


Retailer Case Study:
Omnichannel customer fulfilment -
finding new supply chain routes to reflect the global digital customer

  • Multiple, flexible delivery options - stay ahead of the competition
  • Underpinning and developing your opportunities with solid logistics systems
  • Should businesses aim to create a single P&L and a single view of stock?
  • How to improve how you serve your customers - as they shop across channels
  • How can you leverage inventory throughout your supply chain to provide a seamless customer experience?
  • Reducing fulfilment costs


Panel Discussion:
How to respond to changing customer behaviour with developments in mobile engagement

  • Linking touchpoints in the customer journey across devices
  • Identifying optimal mix of touchpoints by device type
  • Optimising your marketing mix to take advantage of multi-device behaviour
  • Converting mobile opportunities to grow retail sales
  • Maximising growth opportunities with the latest mobile technology
  • Progress with mobile payments - security concerns
  • Mobile's role in connecting channels - the nexus between offline and online
  • Mobile first websites
  • Showrooming - the best use for mobile?
  • Mobile apps and retention struggles

Sam Hill, Head of Online Architecture, Tesco

Maria Bobrwoska, Mobile Commercial Manager (Europe), TUI Group

Ben Sidebottom, Director - Solution Architecture, Visual IQ




Retailer Case Study:
International eCommerce strategy: delivering a personalised proposition globally

  • Looking beyond language, payment and shipping
  • Choosing target high growth countries - which are key to your business?
  • Keeping an eye on analytics


Retailer Case Study:
Reshaping your organisation to be more digitally orientated and customer-centric

  • Responding to the change - hiring in more specific digital skills
  • Changing your business model to embrace ecommerce and omnichannel fulfilment
  • Structurally realigning the teams to support a single customer view
  • What is the right operational structure to support growth and meet customer needs?
  • How can you determine if your business is at the point where it needs an eCommerce director?
  • How to promote an organisational culture that embraces omnichannel
  • Ensuring full engagement and executive support, with change driven from the top
  • How to engage store staff with online, click and collect
  • What will the role of the eCommerce director evolve into?


Chair's summary and closing remarks



Why Attend

Following the sell-out success of our previous omnichannel events, this summit will examine how retailers can maximise profits and market share through cost effective, engaging and seamlessly integrated omnichannel strategies.

This interactive event has been designed to allow a focused peer group of UK retail executives the opportunity to network and discuss omnichannel best practices in a relaxed environment. There will be plenty of time for networking during registration, buffet lunch, refreshment breaks and a drinks reception at the close of the day.



Hear from

iVend Retail
John Lewis
TUI Group
Visual IQ
My Supermarket

We are currently recruiting speakers for this conference.

If you are a retailer and would like to speak at this event please contact Claire Knott -

Mark Lewis, Head of Omni-Channel Customer Ordering, John Lewis

Mark Lewis, Head of Omni-Channel Customer Ordering, John Lewis

Mark Lewis has worked for John Lewis in a variety of roles over the last 20 years. He is currently Head of Omni-Channel Customer Ordering, where he is responsible for leading a significant strategic change programme for John Lewis. This is designed to maintain and develop the department store's position as a leading omni-channel retailer. Mark’s previous experience includes being the Managing Director of John Lewis Nottingham and John Lewis Sheffield shops, where he led a team of 1,400 partners across these two cities.

Sam Hill, Head of Online Architecture, Tesco

Sam Hill, Head of Online Architecture, Tesco

Sam Hill is currently with Tesco, leading the architecture vision, driving innovation and transforming the online grocery platform handling sales approaching £3billion/year. The overall aim is to become every customer's favourite way to shop groceries online, whether at home, out shopping, on the move, anywhere in the world becoming the world’s leading eCommerce business. Sam has 20 years’ experience in software design, architecture, development and implementation across multiple sectors: telecoms, finance, publishing and retail where he has worked for organisations both enterprise large and small including taking an internet start-up from initial investment, customer growth, acquisitions, and subsequently profitable divestiture.

Jeremy Maxwell, Multichannel Director, Wolseley UK

Jeremy Maxwell, Multichannel Director, Wolseley UK

Jeremy Maxwell was appointed Multichannel Director, Wolseley UK, in January 2014. His extensive marketing, eCommerce and multichannel experience at senior board level includes roles at Kingfisher, where he was Group Strategy Director and at Mothercare, where he was Group Multichannel Director on the Executive Board. He has also held the position of Marketing and eCommerce Director at Screwfix, where he was responsible for the company’s award-winning website.

Trish Young, Head of Retail, Consumer Goods, Travel & Hospitality - Business Consulting, UK&I, Cognizant

Trish Young, Head of Retail, Consumer Goods, Travel & Hospitality - Business Consulting, UK&I, Cognizant

Trish Young has over 20 years of functional leadership experience in business and IT with a focus on supply chain. In her 4 years with Cognizant, she has led strategic services supply chain and retail transformation engagements with numerous clients cross-industry, both in the US and the UK. She is especially proud of the partnership in being able to work closely with John Lewis, to advise and support their enablement of their omnichannel customer journey since 2012. Prior to Cognizant, she held various leadership and operations roles in IBM/Sterling Commerce, PepsiCo/Frito Lay and PSC Inc.

Tim Barton, Director of Product Marketing, Citixsys

Tim Barton, Director of Product Marketing, Citixsys

Tim Barton is Director of Product Marketing at Citixsys and ambassador of its leading omnichannel retail suite, iVend Retail - he brings more than 30 years of leadership and consultancy experience in retail. His in-depth domain expertise lies in hands-on retail and the operational implementation of complex business change programmes, business process improvement and retail technology. As an ex-retailer and a passionate advocate of innovation as a vehicle to change how brands engage with customers, Tim understands the value and benefit technology brings to retailers combined with the technical experience of how it can be delivered. Tim is no stranger to working in environments of scale, high complexity and fast pace, his extensive experience extends across the grocery, fashion, health & beauty and speciality retail sectors - working with brands such as ASDA (Walmart), River Island, Boots UK, Ann Summers and Berry Brothers & Rudd.

Who Should Attend?

This event is designed for both those brands that want to become omnichannel retailers and also established omnichannel retailers who want to become more profitable and increase their market share. This event is specifically produced for the retail professional who is keen to implement an effective and integrated omnichannel strategy.

Consultants and solutions providers operating in omnichannel retail will also find this event invaluable. 

The event will have a strong strategic focus and is aimed at senior executives within retail in the following omnichannel related job functions:

Board level retailers: 

 Senior retail decision makers in the following areas:

With excellent networking opportunities throughout the day and a chance to ask our omni-channel experts your burning questions during our interactive sessions and Twitter feed, can you afford not to attend this crucial event?


The Cavendish Conference Centre is ideally located and there is car parking nearby.

The conference auditorium is very comfortable and the tiered classroom style is condusive to a lively atmosphere, creating interesting debate.

For hotel offers and choices, please scroll down this page.

22 Duchess Mews
London W1G 9DT
0207 637 5526
0207 631 2055


Click here for larger map


Find your hotel

To help you find the perfect accommodation for your visit to the conference, we have put together a unique HR Summit HotelMap that shows the nearby accommodation options and best possible rates and special offers. 

The map displays live availability and allows you to book directly with each hotel:

If you would like to book your accommodation by phone, you can call our dedicated London concierge on 020 7292 2335 (if outside UK +44 20 7292 2335) quoting Special Reference Code M9A4B - they will be happy to help you with your hotel booking and provide assistance organising your time in London.


Claire Ogilvie

T: 01932 428377

Karen Howard

T: 01932 428376




Retail Bulletin Conferences have built a reputation for providing quality content and stimulating lively debate among peer groups at their events.

The Retail Bulletin’s 7th Omnichannel Summit will provide a great backdrop for the sponsors to reinforce their brand and knowledge and offers the opportunity to network with the UK’s leading retailers. Sponsorship also includes marketing and editorial support which greatly enhances the value of our sponsorship packages.

If you are a solution provider or consultant and would like to discuss the sponsorship opportunities at this event please contact:

Karen Howard on 01932 428376 or email

Our sponsors

iVend Retail


What they said...

"Conference was interesting, hugely interesting and inspiring"
Virgin Media
"Excellent day, learnt more in one day than in the year since the last conference"
SS Sports
"Very informative and well-paced throughout the day"
Voisins Department Store
"Informative sessions that will enable me to step outside of my role and look more objectively at our business in relation to the subjects covered"
"Plenty of useful and valuable information - thank you!"
Krispy Kreme
"An interesting insight into how companies are tackling the challenge of developing an omni-channel business"
Evans Cycles
"Very insightful"
"A lot of useful content, great retailer presentations"
River Island
"Speakers and topics deserving of much more than one day out of the office"
Total UK
"Thought provoking, helpful and interesting - lots of insights to think about!"
The Carphone Warehouse
"Another excellent conference and a very worthwhile investment of my time. Timely and relevant content"
"Insightful, diverse and informative day. Lots of food for thought for our mobile retail roadmap moving forward"
02 Ireland


Delegate places must be pre-paid before the event date.

If you have any problems with online payment access, please contact Shelley Dowsett on 0774 921 3983 or Karen Howard on 01932 428 376.

Retailers: £110 + vat
Non-retailer: £699 + vat

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