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Stream 1 - Customer

Social, mobile and customer interactions are changing shopping behaviours but every customer is still an individual with different preferences, wants and needs with these altering depending on product, necessity, frame of mind and channel. The ‘Customer’ track looks at how analytics, tracking and predictive modelling all add to the data pool of understanding within the retail organisation, the macro and micro insights driving the overall customer experience, the interaction at key touchpoints and why behavioural changes now mean all channels meet at the customer.

Chairman’s introduction – Mike Baxter, Sales Logiq
Martin Gill

11.20 - 11.50

The Four Pillars of Agile Commerce: Transforming your business to serve the digital consumer
Martin Gill will share data driven insights into the changing nature of digital consumers; the devices for engaging across touchpoints and how consumers are more empowered than ever before. He’ll provide concrete examples of how organisations are adapting their strategies to be successful, transforming how they market, transact and serve their customers and how they are organising around changing customer experiences.
Speaker: Martin Gill, Principal Analyst, eBusiness & Channel Strategy, Forrester Research

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Martin Gill

11.50 - 12.20

Designing satisfaction from brand value
Everything at O2 derives from the brand value but how do you turn value into branded experiences for customers and employees? Simon Smith will share how O2 is using customer design to translate brand value into tangible service, satisfaction and engagement across all channels and touchpoints. Hear how these brand values and the brand promise are manifested, how creative design is leading to changes across the business and why it’s measured in customer satisfaction.

Speaker: Simon Smith, Head of Multi Channel Experience, O2 UK



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Martin Gill
12.20 - 12.50

The evolution of a cross-touchpoint customer experience
Hear how Jessops has evolved from divisional silo's to delivering a consistent customer experience across the web, call centre and stores by cross-mapping the customer journey. Simon will share the challenges that the business has faced and provide real-life examples of how Jessops have approached these and how the constant shift in consumer behaviour will bring about further development in the next 12 months. 

Speaker: Simon Joseph, Associate Director – eCommerce, Jessops


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Martin Gill

12.50 - 1.00

Questions from the audience

1.00 - 2.00
2.00 – 2.30

Why a good interface can mean more than brand loyalty
Priya will share insights into user experience design and how your development of new interfaces such as mobile can mean more than brand loyalty.
Speaker: Priya Prakash, Head of Mobile Phone User Experience, Nokia

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2.30 – 3.00

The customer is always relevant. Opportunities for eCRM in internet retail
Internet Retail is beginning to recognise the importance of Customer Relationship Management. Surprisingly many big players are still struggling to break free of outdated practice. Sean Duffy will present examples from those who are getting it right and highlight some of the obstacles. Learn more about how to create relevant, valued email communications for your customers.

Sponsor: Sean Duffy, Principal Email Marketing Consultant, Emailcenter UK
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Sean Duffy

3.00 - 3.10
Questions from the audience
3.10 - 3.45
3.45 - 4. 15
Data-driven customer experience optimisation
Never before has customer data been so readily available, from so many channels - mobile, web, social, contact centre, etc - in so many formats. Creating true customer-focused experiences in this environment is challenging. Hear how retailers are leveraging all forms of data, grasping its meaning and delivering highly relevant, targeted experiences through: optimizing websites to increase conversion rates; drive cross-sell and up-sell, and reduce costs; collect real-time customer insight across all channels; drive customer loyalty by delivering targeted and dynamic customer experiences.
Sponsor: Will Cook, VP, Multichannel Marketing (EMEA), Autonomy

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Sean Duffy
4.15 - 4.45
Leading towards a cross-channel future
Hear how ecommerce leadership is combining with cross-channel analytics and metrics to measure the business in touchpoints not just channels to transform House of Fraser into a customer-centric business evolving for a cross-channel future.
Speaker: Andy Harding, Director of E-Commerce, House of Fraser

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Martin Gill

4.45 - 5.00
Questions from the audience



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
Stream 1 Sponsors



Stream 2 Sponsors


Stream 3 Sponsors



Thank you to
our sponsors:
Tea/Coffee Stations
C-Level Dinner
Post Event Party
Official Screenmedia Partner
BeringerTame Apptus SLISystems Packshot

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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