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Alison Lancaster


Alison Lancaster, CMO Kiddicare & Marketing Director Online Non Food at Wm Morrison Supermarkets plc
Alison is CMO of (UK’s most awarded baby website), and Marketing Director of Wm Morrison Supermarkets plc non food .com business.

A passionate customer experience and digital marketer, she has over 25 years brand marketing, CRM, database and multi channel retailing experience.

Prior to joining Morrisons, she was Cross Channel Director of award winning fashion retailer, White Stuff, having been appointed Interim Home Shopping Director in November 2009. During that time, her consulting portfolio of Clients also included Feather & Black, Gant UK and Astley Clarke.

Previously, Alison was Marketing Director of Harrods Direct and Charles Tyrwhitt, and before that was an acknowledged Internet and multi channel pioneer with Innovations Mail Order, Burton Home Shopping (Arcadia); and then John from 2001.

Alison is a regular speaker at international conferences, and she appears in the 2012 eTail Power Top 50, Retail Insiders Top 100 Movers & Shakers, and 101 listings. Alison is previous Chair of CatEx, the Direct Commerce Association.

Alison Lancaster

Andrew Harrison, Chief Executive Officer, Best Buy Europe

Harrison grew up in Wigan and graduated with a BA in Management Studies from the University of Leeds in 1992. 

Prior to joining Carphone Warehouse, Harrison was a management consultant for Bridgewater, where he worked on a wide range of strategy projects in both the telecoms and retail sectors.

Harrison joined Carphone Warehouse in July 1995 as Strategy Manager when the company had 27 stores, working on the companies rapid expansion programme in both the UK and overseas.

His talent for numbers was quickly spotted by Charles Dunstone who nicknamed him “Stat”, a nickname he still retains within the business and industry.

In October 1998, Harrison became Commercial Director for the UK, responsible for relationships with the four network operators, the company’s customer proposition, development of the telecoms services division and new business development.

Harrison was appointed Chief Executive Officer of Carphone Warehouse Ltd in July 2001 with overall responsibility for all UK operations. In 2009, Andrew also became CEO for all European operations.

In 2010, Harrison was appointed Chief Executive Officer for Best Buy Europe, with overall responsibility for driving Best Buy Europe’s “Connected World” strategy and customer proposition across all Best Buy Europe brands.

Jonathan Wall

Shop Direct Group

Jonathan Wall, E-Commerce Director, Shop Direct Group
Jonathan Wall began his E-Commerce career at when, in September 1999, the decision was taken to transform the IT Catalogue Mail Order business. Jonathan and his team were instrumental to the success of Dabs online and helped the business to become one of the UK’s first and most successful pure-play online retailers.

In 2006, was sold to BT Retail and, as Marketing Director, Jonathan helped with the integration of Dabs into BT and the transition of the BT Shop onto Dabs’ E-Commerce platform.

Jonathan left Dabs in September 2008 to become CEO at, one of the UK’s leading online florists. With its 900 member florists across the UK offering same day delivery of flowers and gifts, Flowersdirect is on its way to being established as a strong challenger to the established hierarchy in the Floral sector and, during his time there, Jonathan oversaw a business transformation that included a new business and E-Commerce system and the overhaul of the product offering.

In April 2010, Jonathan took on the role of Group E-Commerce Director of Shop Direct Group, the UK’s leading Online and Home Shopping Retailer. With control of the commercial performance on the group’s websites, Jonathan’s expertise is being used to drive new visitors to the sites, which include brands such as Very, Littlewoods and isme. Jonathan’s remit also includes the optimisation of these sites and improving conversion rates and visitor journeys.

Stream 1 - Customer
Martin Gill

Dr Mike Baxter, Managing Director, Sales Logiq

Dr Mike Baxter is one of the UK’s leading experts in the online customer experience. Originally trained as a psychologist and then as a Chartered Designer, Mike has published four benchmarking studies of the online customer experience, based on analyses of the top ecommerce sites in the UK & USA.

A consultant to ecommerce companies since 2001, Mike’s clients include Google, Avis, Santander, Orange, Sky, Crabtree & Evelyn and Argos. His consultancy work covers SEO, PPC, web analytics, e-commerce technology and conversion optimisation. Mike is co-founder and Director of Customer Experience at Moneyspyder.
Martin Gill


Martin Gill, Principal Analyst, eBusiness & Channel Strategy, Forrester Research

Martin serves eBusiness & Channel Strategy Professionals. His focus is on the eCommerce market within the European Union, with a particular interest in the retail industry, covering both pure-play online and multichannel retailing. His current areas of research include the application of location- and context-aware mobile applications to the shopping experience; social commerce; the integration of interactive media such as video into the eCommerce mix; and physical/digital channel integration.

Martin's background spans both business and IT roles. He joined Forrester from the retail industry, having worked at Boots, a major European health and beauty retailer, for a number of years. His role there was to establish and develop a business aligned enterprise architecture function, delivering transformational strategies for a number of key retail areas, including, the Advantage Card loyalty scheme, and the retail and pharmacy store systems. Prior to that, he worked in a variety of roles at, Europe's largest pure-play digital bank, ranging from mergers and acquisitions to new product development for both Egg and PruDirect.

Martin holds a first degree in manufacturing engineering and operations management from Nottingham University and a Master of Philosophy from Newcastle University by research covering the simulation of commercial systems.

Martin Gill
Simon Smith, Head of Multi Channel Experience, O2 UK Telefonica

Simon is a strategist and designer working in the practice of customer and employee experience, service and touchpoint design.

He has 20 years experience working for corporate and large organisations as well as design studios and agencies. He started his career focused on the fashion sector creating retail environments, web spaces and visual merchandising working with brands as diverse as Ted baker, Top shop, Oasis, Gucci and Harvey Nichols.

He then furthered this experience working directly for retailer groups for a period and within WPP, working with organisations such as HSBC, BP, GSK, FNAC, Orange, Motorola and many others across Europe, America and Asia.

Simon, has been in a position where he has been able to consistently place the customer first more latterly expanding this to employees where over the last 5 years he has been privileged to work for O2UK Telefonica as head of retail experience and for the last year head of multi channel experience responsible for all customer ad employee touch points.  

This role has seen him piece together all of his experience to help develop and lead on the growing development of one the UK's most successful brands delivering excellence in customer experience and service. His current responsibility see's him developing Voice, online, mobile, retail and web channel experiences and architecture.

Simon is striving to lead in service design, testing and challenging both the way we view and experience brands through service but also by focusing on employee satisfaction and engagement creating better places to work.

Martin Gill


Simon Joseph, Associate Director of E-commerce, Jessops

Simon Joseph is Associate Director of E-commerce at leading UK photographic specialist Jessops.

Since joining the company, Simon has led the E-commerce business to significant success, delivering dramatic results with his third year of over 50% online growth. As a result, online sales have rocketed from 8% of retail sales to over 40% as the website repositioned to become a window to all of the stores. This progress has been achieved through a number of multi-channel innovations and the focus upon a single customer view, ensuring that all channels deliver a common engagement.

Previously in his 14-year career in online retailing, Simon has held board positions in pure play and multichannel sectors, including both start-ups and blue chips including DSGi and Argos. He also played a key role in the successful management buy-out of a national retail chain of IT stores.

Priya Prakash


Priya Prakash, Head of Mobile Phone User Experience, Nokia
Priya’s goal is making the ordinary extraordinary. She enjoys designing for billions of people and believes technology needs to be inclusive to change lives. She is passionate about creating products with a purpose which have a lasting social impact. Products underpinned by robust business models that simultaneously open up new markets and revenue streams due to its differentiating design.

A board level Product Director with 12 years hands-on experience, she has built, led, motivated ninja teams and personally contributed to developing new disruptive cross-platform products or experiences such as BBC iPlayer, BBC Mobile portal, Trusted Places, the Digital Wellbeing Showroom, Sugarscape and significantly increased Flirtomatic’s user revenues.

When not working, she dreams of starting her social enterprise and is fascinated by mundane habits, daily behaviours and the social anthropology/commentary around fashion especially street style blogs. Prakash is a RSA fellow with a MA in Interaction Design from Royal College of Art and holds patents for iPlayer.

Sean Duffy


Sean Duffy, Principal Email Marketing Consultant, Emailcenter UK
Sean Duffy is an award winning consultant in the field of CRM based email marketing programmes. His work involves helping clients move towards relevant, automated & optimised email programmes.

He has helped develop the email marketing campaigns for brands such as, GoCompare, England & Wales Cricket Board (ECB) and The Hoseasons Group.

Sean heads up the Consulting team at Emailcenter; a UK based provider of email marketing solutions founded in 1999. Emailcenter specialise in assisting advanced digital marketers implement smarter email marketing programmes through greater customer engagement and campaign automation.

Sean Duffy

Will Cook, VP, Multichannel Marketing (EMEA), Autonomy
Will is VP Multichannel at Autonomy, an HP company. In his role, he is responsible for providing expertise in multichannel customer engagement. Will works with leading companies to help them better understand customer interactions across multiple channels, and, by applying Autonomy technology to their customer data, derive actionable insights that deliver measurable ROI.

Prior to Autonomy, Will worked for Amazon’s Merchant Services division. Will led a team driving recruitment of key retailers to Amazon’s 3rd party retail channel “Amazon Marketplace”, adoption of Amazon’s outsourced logistics services, and launched Amazon Webstore, Amazon’s SaaS-based, white-label ecommerce platform. Prior to Amazon, Will worked for leading financial data company Hemscott (since acquired by Morningstar), providing expertise in creating bespoke corporate and investor relations websites that enable publicly listed companies to communicate effectively to their diverse stakeholder groups.

Martin Gill
Andy Harding, Director of Ecommerce, House of Fraser
Andy Harding is the Director of Ecommerce for the House of Fraser and is responsible for the UK and international, online and mobile strategy. He has over 12 years experience in online and multi-channel retail.

He began his career at Bhs but his fascination with ecommerce started when he joined the IT team at the Carphone Warehouse where he was responsible for the redevelopment of the first Carphone website. A move to the commercial team as Head of eCommerce meant his passion for usability and online marketing could be utilised to exponentially grow their online sales. Later part of the team that delivered the market changing 'Free Broadband' initiative for TalkTalk and recently as MultiChannel Director at Ryman, he has a broad experience in managing successful online businesses.

Stream 2 - Connection
Richard Evans

Ray Fowler, Head of Business Solutions Integration,

“From Russia with Love”; having chaired at the Internet Retailing conference for a number of years we couldn’t keep him away and he is back with us from Russia for the event.

Ray started his career in retail, learning how to sell a bespoke bed to John Cleese in Heals and is now Head of Business Solutions Integration at Mvideo, the largest consumer electronics retailer in the Russian Federation with +280 stores, +540,000 m² and a turnover of +£2.6 billion. In this period in Russia he has developed and delivered the service strategy across multiple channels and is now instrumental in supporting the omni-channel strategy that the company has embarked upon.

His core areas of expertise are across the supply chain with a mix of operational and consulting skills which he has applied to retailers, manufacturers and other specialist sectors across Europe, Middle East, China and the US.  In the last 10 years has developed deep experience and knowledge and has built an in-depth knowledge of all aspects of ecommerce and multichannel retailing and his clients are a smorgasbord of the good and the great in International retailing. More recently these skills have been adopted within the Russian retailer which continues to grow year on year through organic growth but more importantly through a passionate group of colleagues.

Richard Evans


Mark Cody, Senior Marketing Manager – Mobile,
Mark joined in February 2012 to shape Tesco’s mobile marketing strategy and manage how Tesco use mobile to engage with their customers.

This exciting new role has been created to lead on how Tesco can make the most of mobile as a channel to market to new, and retain existing, customers. Working across the wider business, Mark consults on all issues relating to mobile marketing.

Prior to joining Tesco, Mark enjoyed 10 successful years at O2 and gained a significant amount of experience in the world of mobile. He worked with many brands across the UK in developing their mobile communications strategies

He is a passionate and experienced individual who loves all things mobile. Just like his iPhone, he never switches off from the mobile landscape.

Jonathan Wall

Shop Direct Group
Andrew Korczynski, RSM, Silverpop
As Silverpop's UK expert in eCommerce, Andrew brings with him over 15 years of marketing experience.

His knowledge of customer facing applications means he is well placed to advise on multi-channel marketing; whilst his expertise in blending web analytics and CRM with email marketing, helped clients create hugely successful return on investment.

With a vast knowledge of the travel and retail sector, Andrew has worked across a range of clients from start-ups to leading global technology companies, and everything in-between. Recently Andrew has been working with clients such as Christies, Wickes, T.M. Lewin and Jimmy Choo.
Richard Evans

Alan Hall, Managing Director, SCL

Alan Hall is Managing Director of SCL, who specialise in providing integrated web and mobile analytics solutions to customers in a variety of sectors including retail, media and gaming.

Jonathan Wall

Amy Patel, Media Manager, Teletext Holidays
As Media Manager at Teletext Holidays, Amy manages the offline, email and social media and data acquisitions function within the marketing department and has been key to the businesses database growth strategy this year.

With nearly 8 years of marketing experience across various industries including Travel, Education and consumer publishing she has expertise in channel management, CRM, data acquisition paired with delivering effective brand experiences through fully integrated consumer campaigns.

Richard Longhurst

Richard Longhurst, Founder, Lovehoney
Richard founded Lovehoney ( in 2002 with friend and former DJ Neal Slateford. The self-styled "sexual happiness people" are now one of the most successful independent online businesses in the UK with a turnover of £16m a year, shipping more than 13,000 orders a week worldwide from their headquarters in Bath. In 2011 Lovehoney gained its first high street presence with the purchase of up-market London lingerie boutique Coco de Mer. In May 2012, Lovehoney was featured in the Channel 4 Documentary More Sex Please, We're British.

International expansion is high on the agenda for Lovehoney in 2012 and beyond. The company has launched US retail site and purchased a warehouse in Dallas ready to switch fulfilment from the UK to the US.

Richard discovered the internet in 1994 when plucked from the obscurity of reviewing flight sims and RPGs for PC Format to be deputy editor on the launch of .net, the first glossy magazine about the internet. Having got the hang of "netsurfing" in something called "cyberspace", Richard became editor of .net before leaving Future to pursue a career as a freelance journalist while secretly hoping to become a dotcom millionaire playboy.

Kamlesh Raichura

Premier Farnell
Kamlesh Raichura, Global Head of Ecommerce, Premier Farnell

Kamlesh is currently Global Head of Ecommerce at Premier Farnell, a FTSE 250 distributor, where over half of all revenues comes from ecommerce, and over 80% is international ecommerce. Prior to this, Kamlesh spent 12 years in marketing with FTSE 100 retailers, including 9 years at M&S, where in his last role he was Group Head of CRM and Online Marketing.
Richard Longhurst


Andrew McClelland, Chief Operations & Policy Officer, IMRG

Andrew has a background spanning IT, Telecommunications and Distribution in commercial, strategic and marketing roles. In addition, spending several years trading agricultural commodities domestically and internationally, Andrew has a keen interest in trends, forecasting and industry development. Having been with IMRG for over 8 years, Andrew has witnessed the rapid growth of e-retail first hand and has responsibilities including coordinating IMRG regulatory response activities, events, forums and projects. Areas of interest include legal, e-crime, e-payments, international market development, interactive marketing and industry reporting. These activities include presenting to a wide variety of interested parties on the development of e-retail. Responsible for key partnership arrangements, Andrew is currently participating in / managing a variety of projects involving major industry players, Government and stakeholder groups.

Richard Evans


Praful Morar, Vice President Retail Sector, WorldPay

Praful Morar is the Vice President of the Retail Sector at WorldPay, a leading global payment service provider. Praful began working at WorldPay in 1998, and has been a key player in championing the growth of e-Commerce and online payments across a number of key retail markets including high risk sectors, such as gaming and FX management. In 2010, he was responsible for establishing our regional office in Singapore helping to realise our merchant’s ambitions to trade in this part of the world. 

More recently, Praful’s been responsible for looking after the Retail Sector, where WorldPay has an established portfolio of payment processing, fraud and settlement services. Whilst in this role, Praful has led a number of successful global integrations for some of the world’s most recognised retail brands.

Kamlesh Raichura

Premier Farnell

Paul Francis, Head of Commercial Systems, Domino’s Pizza

Paul Francis is Head of Commercial Systems at Domino's Pizza. He is responsible for extending and maintaining all web and mobile ecommerce channels. His job is to provide a simple, convenient and reliable experience to all Domino's online customers.

Coming from a software development background, Paul has led both small and large (60+) teams to overhaul the digital sales channels of some of the UK's leading online retailers including easyJet and Figleaves.

Stream 3 - Commercial
Walter Blackwood


Emma Robertson, Managing Director, Transform

Emma is Managing Director of Transform, specialising in ecommerce strategy and implementation. Working closely with many of Transform’s retail clients, Emma drives the multi-channel activity for the company and also has responsibility for Transform’s external voice on this subject through their ‘Channel Shift’ website. Emma has extensive experience of the multi-channel market and has a track record of delivering high profile, results-driven projects for market leading clients.

Walter Blackwood
Walter Blackwood, Director of Group Logistics, Mothercare

Walter Blackwood joined Mothercare this year, as Director of Group Logistics, swapping sides from Supplier to Retailer. He is well known within the Express Parcel industry having led the development of three UK parcel delivery networks, Parcelnet (now Hermes), HDNL (now Yodel) and most recently Collect+. During his 15 years at the forefront of B2C Logistics he has worked with most of the major retail organisations in the UK and now brings that experience to developing the multi-channel proposition within one of the country’s most iconic businesses.
Andrew Gilboy

Andrew Gilboy, Vice-President EMEA, Demandware
Andrew Gilboy has more than 15 years experience leading global technology companies. Prior to Demandware, Gilboy was vice president of EMEA for Oracle’s WebCenter Solutions, where he successfully drove new customer acquisition from just a handful of customers to thousands. Before Oracle, he was vice president of EMEA for Stellent, a web content management company acquired by Oracle. He holds a Bachelor of Science degree in Management Sciences from Manchester University in the UK.

Sean McKee

Sean McKee, Head of Ecommerce and Customer Services, Schuh
Sean McKee joined Schuh in 1996 and has worked through a variety of retail roles including store, regional and divisional management. He understands how the Schuh business operates and is passionate about delivering great customer service. With extensive experience in managing and developing people, he was central to the integration of the Schuh Irish business post-acquisition and has been a long-time advocate of integrating the bricks and the clicks in the pursuit of a better customer experience.

He took up his current role in 2010 and restructured the Ecommerce department to make it better suited to the demands of growth at a thriving multi-channel retailer.  2011 was a busy year with substantial sales growth, introduction of new services to the customer and the successful launch of a fuller mobile offer. 2012 has been no less busy, with tablet optimisation and internationalisation at the top of the list.


Rob Moss

Nikos Karaoulanis, User Experience Design Lead, Marks & Spencer

Nikos joined M&S in 2012 as User Experience Design Lead where he manages the delivery of customer experiences across all digital touchpoints with the aim to improve conversion rate, brand engagement, and customer satisfaction. Previously Nikos was Head of Customer Strategy at Aurora Fashions, and User Experience Manager for House of Fraser and John Lewis.

Prior to that, Nikos spent over 7 years helping clients develop customer experience strategies based on consumer insights. As Senior User Experience Consultant at EMC Consulting he was responsible for setting up and managing design research in cross-functional agile teams. Before that, Nikos was User Experience Design Consultant at Amberlight Partners in London. He holds an MA in Philosophy and an MSc in Business Systems Analysis and Design.

Rob Moss
Jarno Vanhatapio, Founder, Partner and Creative Director,

Former construction worker, Jarno Vanhatapio, founded in his living room back in 2003. Jarno was a regional finalist in the Entrepreneur Of The Year 2010 and the winner of 2011 Söderbergska Trade prize (the most prestigious of prizes in Swedish Commerce). He received the prize, "for his way of using communication over the Internet to shape a new consumer behaviour, creating a new and effective distribution channels for goods and services." is the largest pure fashion shop online in the Nordic region and one of Scandinavia's fastest growing companies, with over 800 brands and more than 10 million visitors each month. has grown 4000% in the last 4 years and had nearly £70m of sales in 2011. Nelly has grown the number of employees from 15 to 350 people during the same period.

Jarno lectures worldwide on consumer behaviour in large-scale ecommerce, and social & viral shopping. Jarno is also a major shareholder and included in the strategy team for CDON Group, listed on Nasdaq OMX.
Rob Moss
Gracia Amico, Head of Ecommerce, Topman

Gracia currently heads up the ecommerce team at Topman. She has a Masters Degree in Sinology and Business studies from the Leiden University in the Netherlands. Previous to Gracia’s role at Topman she received a 500K venture capital investment to set up, an online luxury fashion retailer. Six years after the successful launch of Gracia set up another dotcom company Worldoflinens, specialising in home textiles and accessories. turned over 5 million within its first year of trading. In 2007 Gracia spent a year at the luxury fashion company Burberry to set up their ecommerce marketing strategy. In January 2008 she started her role as Head of eCommerce for Topman (Arcadia group) where she is responsible for all aspects of their global ecommerce business, including multi-channel development. Topman currently trades in 134 countries and have dedicated websites for UK, US, France, Germany and EU.
Rob Moss

Geoff van Sonsbeeck, Chief Executive and Co-Founder, Isabella Oliver and Baukjen

Isabella Oliver is an award winning international women’s fashion brand with its roots in designer maternity wear. Isabella Oliver rapidly became the largest specialist maternity wear company in the UK while it also expanded into new geographic markets. It launched its women’s wear brand, Baukjen in 2009. In recognition of its success, Isabella Oliver won the coveted Queen’s Award for Enterprise in 2010.

Before co-founding Isabella Oliver, Geoff obtained ten years of international blue chip experience at Heineken and Shell. He holds a Masters degree in Business Economics, completed his postgraduate degree in Finance, speaks several languages and was trained as a NATO prisoner of war interrogator.

Geoff is married to co-founder Baukjen de Swaan Arons and together they have three children (Oliver, Sebastian & Pippa). He enjoys spending time with his friends and family, he loves to cook and has an interest in architecture and design.

Rob Moss

Jody Goodall, Head of Solutions Architecture, Kiddicare and
Jody is an accomplished and innovative Technology Leader with 14 years of experience in online and multichannel retail, e-business development, strategy, user experience and innovation delivering high quality solution, software, and service across e-business, new media, and publishing.

Successfully combining technology and commercial insight and capability to deliver opportunities online. He is passionate about how communication and interaction is changing for individuals and businesses and what this means for the services and products they will create and use.

Jody leads the solutions architecture and innovation teams across Kiddicare and to deliver cutting edge technology and solutions, fully incorporating social, mobile and location.

In his previous role at Auto Trader, Jody managed the Innovation function and the programme of work looking at the next generation of technologies and experiences for an integrated multi-platform experience and working with the product teams to provide solutions in mobile, search, UX and social.

Prior to this he was the product owner for search, delivering a new search platform for delivering record users and usage, and defining the vision for search moving forward across multiple platforms, websites and international regions.

Prior to joining Auto Trader, Jody spent four years working in Silicon Valley as a business consultant helping large brands and start-ups with their online strategy and execution.

Rob Moss

Jonathan Opdyke, Chief Executive Officer, HookLogic

Jonathan Opdyke serves as Chief Executive Officer of HookLogic and is responsible for the overall strategic direction of the company.

Prior to leading HookLogic, Jonathan led world-wide e-Business and web marketing strategy for Xerox Corporation. Working with stakeholders throughout Xerox, he planned and championed programs to grow online revenue and derive cost savings using the internet. As a "Lean Six Sigma" black belt, he led cross-functional efforts to maximize online lead generation and optimize telesales and field sales success rates.

In earlier roles, he worked on assignment in London to establish a pan-European e-Business team and also served as a program manager delivering and managing new websites and applications.

Earlier in his career, Jonathan managed international operations for Beyond Interactive (a global online advertising agency now part of WPP Group). He spearheaded a team that established new offices for the agency in several countries and managed the infrastructure to support them including business planning, financial reporting, and human resources.

Jonathan holds Masters and Bachelors degrees in Industrial and Operations Engineering from the University of Michigan Tauber Institute for Global Operations.

Delegate Registration: 08.00 am
Conference: 09.00 am
FREE exhibition & workshop registration 09.00 am
Conference closes 17.00 pm
Post conference delegate only cocktails 17.00 to 18.00pm
Post Event Party 18.00pm to 21.00pm
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Internet Retailing Conference I IR2012 - The Mantle of Leadership
Novotel, Hammersmith, London - 9th October 2012

Major industry figures will keynote the conference and share their knowledge and insight from key points in their industry-changing journey, before the event splits into 3 key learning opportunities with presentations running simultaneously.

Internet Retailing Events Ltd
Bridge House Orchard Lane,
Great Glen,

Tel: +44 - (0)1733 559 461 | Fax: +44 - (0)207 692 5575