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EVENTS - Omnichannel Summit 2018




08.45 - 09.15


09.15 - 09.25

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Chair's welcome and opening comments

Gracia Amico, former CEO, Pets Pyjamas & Non-Executive Director, Ruroc

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09.25 - 09.55

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RETAILER KEYNOTE ADDRESS: Fruitful marketing - an Innocent story 

  • The many ways Innocent has placed consumers at the heart of the business
  • How a willingness to create interesting campaigns is invaluable to growth
  • Communicating openly and naturally with our customers at every touch point

Joe McEwan, UK Head of Brand, Innocent Drinks

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09.55 – 10.25

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RETAILER CASE STUDY: How Swarovski embraces innovative technologies - an omnichannel experience to bring the online world in brick-and-mortar stores

  • Swarovski retail innovation - an overview
  • Swarovski retail innovation - field tests as benchmarking and testing grounds
  • Combining technologies to create something great
  • Swarovski 'Digital Sparkle PopUp Stores' - an insight

Stefan Schmidhammer, IT Retail Innovation Manager, Swarovski

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10.25 - 10.55

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RETAILER CASE STUDY: The interaction of digital and omnichannel - retailers need to be up-to-speed

  • How to transform the customer experience
  • How we use data and technology from the business perspective as a customer proposition
  • Meeting customers' expectations and lining up technology accordingly
  • Building the customer experience
  • New propositions - using data to aid CRM programmes

Andrew Mann, Vice President Insight, Pricing & Digital CRM, Asda

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10.55 - 11.15


11.15 - 11.45

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RETAIL STRATEGY: ‘Beyond the Core’ - how retailers are looking beyond core offerings to drive new revenue streams

Secondary Revenue is now common practice among UK retailers and clearly has an impact on the performance and stability for those that get their strategy right. Webloyalty partnered with the BRC to provide an evidence base on generating Secondary Revenue. ‘Beyond the Core’ looks at the opportunities for UK retailers and offers best practice solutions based on those that are already substantially boosting revenue within a tough commercial environment.

  • What is Secondary Revenue - why consider it?
  • How are UK retailers approaching Secondary Revenue and what strategies are being implemented?
  • What types of Secondary Revenue opportunities are being pursued?
  • How is Secondary Revenue structured within the business and who is responsible for generating it?

Richard Piper, Business Development Director, Webloyalty

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11.45 - 12.40

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MEGA PANEL: What does omnichannel mean in 2018, is it very different to 8 years ago? 

When a retailer is thinking about omnichannel, it suggests that they are still thinking about retail as channels – when in fact they need to look at retail from a consumer perspective. Retailers are still organised into channels and therefore silos but need to look at it holisticallyOur speaker will debate if the term ‘omnichannel' is meaningless and still relevant.

  • Is a mobile first strategy approach is one of the most important trends that forward-thinking retailers can adopt in the future?
  • Continuing support for shoppers who use multiple touchpoints before completing a purchase - providing online tools and information to help shoppers who want to complete purchases in stores
  • Making the business case for investment to digitise stores
  • Do we need omnichannel innovation to facilitate an end-to-end brand experience?

Peter Scott, former President, Sprint Inc Dixons Carphone

Kate Franklin, former Group Marketing & Omnichannel Director, Cotswold Outdoor

Nicholas Cumisky, UK Mobile Lead, Google

Neil McGowan, former CIO, Maplin

Frances Card, Omnichannel Expert, Frances-Card Consultancy

Alberto Billato, Group Direct Sales & Digital Marketing Director, Stiga 

Neill Brookman, Global Head of Pre-Sales, Auth0

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12.40 - 13.35


13.35 - 14.15

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INTERACTIVE DEBATE: Connected retail and technology - rethinking how to reach and engage with your customers

  • The changing buying patterns of consumers
  • How connected workspaces can uniquely benefit retail
  • Store operations and optimisation
  • Employee training and insights
  • Creating the best customer experience both online and instore

Natalie Bruins, Strategic Marketing, K3

Ian McBeth, former Head of IT, Furniture Village

Martin Newman, Non-Executive Director, White Stuff

Tony Brown, CEO, Beales Department Stores

Ed Duggan, CFO & Commercial Director, Fishpools Furniture Store

Steve Gray, Director, SG Retail

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14.15 - 14.45

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RETAILER CASE STUDY: Omnichannel Customer Experience - our evolving journey to making our customers’ lives easier

  • Identifying what a good experience is for the customer
  • The omnichannel vision - single experience, single customer view, single view of stock
  • Plotting the roadmap and the role of systems and technology
  • Some of the challenges of implementing the change

Mairi Fairley, Strategy & Business Development Director, Hobbs

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14.45 - 15.00


15.00 - 15.30

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EXPERT OPINION: Improving the online payments experience

  • Making payments smooth - KYC and one-click purchases
  • Increase conversions and average order value with a seamless checkout experience
  • Enable consumer financing to boost shopper purchasing power
  • The rise of mCommerce

Ben Stagg, Head of Client Management, Barclaycard 

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15.30 -


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RETAILER CASE STUDY: Driving product sales with video content in retail stores

  • In-store screen promotions  - how it all started
  • Today a phenomenon in Europe and Asia
  • Product is key - why it only works for ‘special’ products
  • Why content is king
  • Screen to screen synergy - how TV and now online works perfectly with in-store
  • The future of in-store screens

Ken Daly, Chief Executive, JML

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16.00 - 16.30

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RETAILER CASE STUDY: Enhancing customer experience, fulfilment and delivery 

Retailers are increasingly looking at different routes to market, a lot do not consider the ramifications of how to cater for this from a logistics perspective. Often retailers don't have the services in place to deal with this and so are laid out inefficiently.

  • Supply chain complexities and cost will continue to challenge retailers
  • Extending the single pool of inventory model
  • Omnichannel customer fulfilment - get it right can mean an enhanced customer experience

Edward Osborne, former Head of Customer Delivery Model, John Lewis Partnership

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16.30 – 16.35

Chair's summary and closing remarks

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