5 Themes. 3 Days. 1x Action-Packed Festival.
We have re-imagined the conventional conference, creating a digital-first festival to help marketers, ecommerce and digital leaders in retail across the globe learn from their peers, engage with the wider community and contribute across a 3 day, timezone busting, global agenda.
Please select from the drop down menu included in the registration form on the right which of the main stage sessions below you are interested in.
Once registered you will gain access to over 40+ sessions in many formats and some amazing digital experiences for FREE.
Emarsys Client Success & Tech Sneak Peeks
Testimonial
As a Chief Product Officer, Omer is responsible for the definition and delivery of Emarsys’s product and platform roadmap.
Omer Sharon
CPO
Emarsys
Ross has extensive experience in retail ranging from digital product at Tesco, the UK’s biggest retailer (£64 billion in revenue) to leading Digital Customer Experience at N Brown one of the UK’s biggest E-Commerce brands (£900M+ in online revenue). He works with retail brands globally to deliver solutions thatpersonaliseexperiences and drive business value.
Ross Williams
VP Retail
Emarsys
Tamas joined Emarsys 3 years ago as a product manager and worked with products such as data solutions, AI calculation and reporting. For almost 2 years he has been the Area Director of Analytics. Tamas is passionate about delivering meaningful metrics and actionable insights. Previously, Tamas worked as the eCommerce manager and Director of Development at various Hungarian and international companies.
Tamas Malindovszky
Product Director
Emarsys
Ben's focus is to support the consumer marketing function to realise the maximum value of their various software investments. He does this by directly connecting and personalizing digital customer experience across these software platforms to increased revenues and margins.Amongst others strengths, he is able to quickly understand complex organisational structures involving marketing, IT, data analysis, agency and technology partners, unlocking incremental sales revenue while improving the bottom line.
Ben Norton
Vice President of Strategic Adoption
Emarsys
Alex, a veteran of over 8 years at Emarsys is dedicated to ensuring the success of eCommerce and Retail businesses. As a long time member of the Direct Marketing Association's Customer Engagement Council, Marketing Intelligence Hub and a regular industry speaker he's always happy to engage with clients and like minded professionals on the challenges and opportunities within the Marketing, Customer Success and SaaS technology spaces.
Alex Timlin
SVP Verticals
Emarsys
Emarsys Client Success & Tech Sneak Peeks
Day 1, Main Stage Overview
Celebrating perseverance and success, we look at how clients who pivoted from surviving to thriving by using a combination of creativity, tech savvy, and insights, and then get some hot new Emarsys tech previews.
We have client masterclasses where we dive into how they approached pivoting their marketing approaches at short notice, without any kind of additional resources – whilst still being sensitive to what their customers were going through.
Find out more about their approaches to problem solving, and how they used technology to their advantage in one of the most challenging macroeconomic climates in recent history.
14:00 - 14:10
Day 1 Welcome
14:10 - 14:40
Product Innovation: Empowering Retail Marketers to Deliver Business Outcomes
Omer Sharon, CPO, Emarsys
Join Omer as he shares the latest innovations in the Emarsys Platform that are geared towards empowering retail marketers to accelerate growth and deliver business outcomes.
Explore retail specific use cases that can be activated with minimum effort across multiple channels, and get a glimpse of what our most advanced customers are doing with functionality that is available for all, out of the box.
14:40 - 15:10
Explore: The Emarsys Omnichannel Retail Solution
Ross Williams, VP Retail, Emarsys | Tamas Malindovszky, Product Director, Emarsys
Join Ross and Tamas Malindovszky as they discuss how Emarsys Omnichannel Retail Solution can help clients be more agile and deliver better business outcomes.
We’ll take a deep-dive into:
-
Eliminating data silos and having all your customer, product and sales data in a 1 place and how to use this in data-driven decision making to align marketing execution to retail business outcomes
-
Having all your data available to drive growth across stores, website, customer service and mobile and moving away from batch and blast to delivering to real-time customer-centric personalization. We’ll cover examples of different clients driving omnichannel customer engagement across these key commerce channels
-
Tools and best practices to attribute and measure the impact of marketing on retail business outcomes and how to optimize and improve efficiency
-
And more...
15:10 - 15:40
Loyalty: The Importance of a Strategic Approach
Ben Norton, Vice President of Strategic Adoption, Emarsys
Loyal customers are vital to a business. However, with the radical changes seen in retail and e-commerce over the past several months, an increasing number of brands are realizing that a strategic approach to customer loyalty is critical for the future. But what does a true customer loyalty strategy look like?
Join Ben to learn how business planning can drive cross-functional alignment for your loyalty program
15:40 - 16:00
Driving Growth: Connecting Consumer Insights and Benchmarks
Alex Timlin, SVP Verticals, Emarsys
Join Alex as he discusses how Emarsys is connecting the purpose and value of consumer insights and benchmarketing to build a stronger insight-led community. We’ll cover:
-
Why we can help businesses understand consumer and business insights that drive growth. Understand “metrics that matter” to a retail business to drive predictable profitable growth
-
How retail businesses can use these insights to be more agile, data-driven, customer-centric, and personalized
-
How retail businesses can use these insights in campaign planning and execution to reduce indiscriminate discounts, protect margin erosion and ensure brands can capitalize on new customer acquisition and retention before, during, and after the holiday period
The Profoundly Changed Face of Omnichannel
Testimonial
Brendan serves digital business strategy professionals and is an expert on consumer behavior and technology trends in the commerce engagement space. He is also a noted authority on market developments and vendors that help deliver today's leading strategies and tactics in digital excellence.
In his research, Brendan covers such consumer-oriented, cross-vertical topics as eCommerce, personalization, omnichannel, CX best practices, engagement strategies, and conversion optimization. Brendan applies this knowledge to numerous industries and spends most of his time consulting with companies that are at the forefront of dealing with digital disruption.
In addition to keynoting at global industry events and advising executive teams on digital strategy, Brendan is sought after for comments and insights by industry media such as Bloomberg, CNBC, NPR, PBS, The Economist, The Wall Street Journal, Time, and USA Today.
Brendan Witcher
Vice President / Principal Analyst, Digital Business Strategy
Forrester
Beth is a skilled sales executive with deep experience in brick & mortar retail and pure play ecommerce, delivering results for online sales, in store sales, and brand goals. A proven thought leader, Beth has given a TEDx talk on millennials, technology, and change, as well as the Commencement Address to The Ellis School’s class of 2015.
In her role, Beth oversees client relationships and revenue growth for UK-based department stores, sporting goods, big box, electronics, home goods, home improvement, personal care retailers, quick service restaurants, and pure-play ecommerce companies.
Beth Horn
Director, Head of Industry, Retail & Ecommerce
Facebook
Meg is a highly strategic, creative and results-oriented senior executive with 15+ years of proven success building ecommerce businesses and world class brands through - digital/technology optimization, performance/ROI marketing, brand strategy, customer experience, acquisition/retention, analytics and product marketing. Meg is driven by a passion for scaling high growth digital businesses and building profitable, customer centric marketing architecture. She leads with data, digital-first mentality to align with the expectations of today's modern consumer.
Meg Bedford
Strategic Consultant
The Profoundly Changed Face of Omnichannel
Day 2, Main Stage Overview
Exploring the impact of the rapid evolution of the retail landscape through an omnichannel lens, our three key-note speakers share their perspectives on market changes, and what implications are for both brands and consumers.
Our speakers bring three very different perspectives to the conversation, starting with the top-level analyst perspective from Forrester, to Facebook’s insights on behaviour and consumption trends, and finally a boots-on-the ground perspective of a former VP of marketing.
Following the individual sessions, our speakers will sit together in a panel for a round-table Q&A session all around the omnichannel topic.
14:00 - 14:00
Day 2 Welcome
14:10 - 14:40
Evolve Now To Omnichannel Mastery: How Retailers And Brands Win, Serve, And Retain Channel-Agnostic Consumers
Brendan Witcher, Vice President / Principal Analyst, Digital Business Strategy at Forrester
Prior to 2020, consumers could already be defined as omnichannel, as nearly all of them research, compare, and shop both online and offline for different products at different times depending on their needs. In 2020, cross-channel shopping has almost become the norm, with eCommerce sales leaping to record numbers as a percent of retail. But as consumers become more digitally-savvy, their paths to purchase become more complex, and their expectations for experiences rise rapidly. Guest speaker, Brendan Witcher, VP and Principal Analyst with Forrester Research, will share what those leading in the omnichannel space are doing to turn potential challenges into profitable opportunities, how thorny fundamentals and incorrect assumptions about consumers can often lead to failures with omnichannel initiatives, and best practices for digital professionals that keep experiences aligned with customer expectations.
14:40 - 15:10
Reinventing the Rules of Retail
Beth Horn, Head of Industry (Retail & Ecommerce) at Facebook
If it takes two months to learn a new habit, then what does a four-month period of digital-only consumption mean for the future of retail?
Beth Horn, Director for UK Retail & Ecommerce at Facebook, joins us to share an empowering and optimistic perspective on what lies ahead for the retail industry, drawing on the collaborative experiences and learnings - including working with retailers as part of the Covid-Live sessions.
Sharing data and insights into consumer behaviors and trends which are now firmly fixed habits for consumers, Beth will also look ahead at how retailers can be preparing for the holiday period and take advantage of some of the industries finest lockdown innovations.
15:10 - 15:40
Maximizing customer lifetime value for your brand
Meg Bedford, Strategic Consultant
Join Meg Bedford as she shares actions your brand can take to innovate, capture new prospects, and build relationships with customers to maximize your CLTV.
Meg will share real-world examples of how you can:
- Acquire new prospects outside of traditional advertising
- Use customer feedback to maintain a relationship with customers even after they purchase
- Form customer relationships with personalized communications
- Leverage actionable insights with your first-party data to gain repeat purchases
- And more...
15:40 - 16:00
Panel Discussion
Day 2, Main Stage Overview
Exploring the impact of the rapid evolution of the retail landscape through an omnichannel lens, our three key-note speakers share their perspectives on market changes, and what implications are for both brands and consumers.
Our speakers bring three very different perspectives to the conversation, starting with the top-level analyst perspective from Forrester, to Facebook’s insights on behaviour and consumption trends, and finally a boots-on-the ground perspective of a former VP of marketing.
Following the individual sessions, our speakers will sit together in a panel for a round-table Q&A session all around the omnichannel topic.
14:00 - 14:00
Day 2 Welcome
14:10 - 14:40
Evolve Now To Omnichannel Mastery: How Retailers And Brands Win, Serve, And Retain Channel-Agnostic Consumers
Brendan Witcher, Vice President / Principal Analyst, Digital Business Strategy at Forrester
Prior to 2020, consumers could already be defined as omnichannel, as nearly all of them research, compare, and shop both online and offline for different products at different times depending on their needs. In 2020, cross-channel shopping has almost become the norm, with eCommerce sales leaping to record numbers as a percent of retail. But as consumers become more digitally-savvy, their paths to purchase become more complex, and their expectations for experiences rise rapidly. Guest speaker, Brendan Witcher, VP and Principal Analyst with Forrester Research, will share what those leading in the omnichannel space are doing to turn potential challenges into profitable opportunities, how thorny fundamentals and incorrect assumptions about consumers can often lead to failures with omnichannel initiatives, and best practices for digital professionals that keep experiences aligned with customer expectations.
14:40 - 15:10
Reinventing the Rules of Retail
Beth Horn, Head of Industry (Retail & Ecommerce) at Facebook
If it takes two months to learn a new habit, then what does a four-month period of digital-only consumption mean for the future of retail?
Beth Horn, Director for UK Retail & Ecommerce at Facebook, joins us to share an empowering and optimistic perspective on what lies ahead for the retail industry, drawing on the collaborative experiences and learnings - including working with retailers as part of the Covid-Live sessions.
Sharing data and insights into consumer behaviors and trends which are now firmly fixed habits for consumers, Beth will also look ahead at how retailers can be preparing for the holiday period and take advantage of some of the industries finest lockdown innovations.
15:10 - 15:40
Maximizing customer lifetime value for your brand
Meg Bedford, Strategic Consultant
Join Meg Bedford as she shares actions your brand can take to innovate, capture new prospects, and build relationships with customers to maximize your CLTV.
Meg will share real-world examples of how you can:
- Acquire new prospects outside of traditional advertising
- Use customer feedback to maintain a relationship with customers even after they purchase
- Form customer relationships with personalized communications
- Leverage actionable insights with your first-party data to gain repeat purchases
- And more...
15:40 - 16:00
Panel Discussion
The Anatomy of Customer Engagement
Testimonial
Shar helps CMOs lead customer-obsessed strategies at their firms while also transforming their marketing functions to deliver brand experiences that are relevant to empowered customers. Her specific research focuses on marketing strategy, budgets, staffing, organization, and creating an operating model for customer obsession.
Shar has spent many years helping clients create optimal digital marketing teams and programs, leveraging research on email marketing, consumer psychology, storytelling, and digital maturity. During her 18 years with Forrester, Shar has been instrumental in the development of many of the company's marketing program evaluation methodologies, training courses, and marketing planning tools and has also been part of Forrester's sales and consulting organizations.
Shar VanBoskirk
Vice President, Principal Analyst
Forrester
Daren is a commercially astute senior executive, with 20+ years of extensive experience of the Retail, IT and Technology/Management Consultancy industries, in businesses ranging from blue-chip to start up, embracing traditional, eCommerce and multi-channel retail.
He has a true understanding of how technology enables and drives forward modern day retail multi-channel business strategy. His expert knowledge is based on his real world experience of retail, and his innate ability to translate this into what retailers need.
With a proven capability for strategy and delivery, Daren is highly customer focused, which has led to an enviable list of network contacts within the retail sector.
Daren Fitzgerald
Executive Vice President, Commerce
Born Group
Fatima is an experienced business and product leader; founding and advising startups, consulting for large companies and most recently helping grow and scale Shopify’s partner ecosystem. She currently livesin Toronto, with an unwavering connection to NYC.
Fatima leads Shopify’s ecosystem strategy, partnerships, and programs for their app ecosystem. Her teams help ensure Shopify’s extended product meets the diverse needs of their 1M+ merchants and help every developer in the world make commerce better for everyone.
She loves solving big problems and building high performing teams. Fatima is an entrepreneur at heart.
Fatima Yusuf
Director of Partnerships, Ecosystem
Shopify
The Anatomy of Customer Engagement
Day 3, Main Stage Overview
We break down what customer engagement means in a technological sense, explaining the different role that each piece of tech has, and how to create engaging experiences that lead to repeat custom and ultimately - loyalty.
By looking at how different technologies and channels can be harmonized to create a truly customer-centric brand experience, we explore how technology and verticalization work hand-in-hand to inspire repeat custom.
Moving away from oversimplification, our deep sessions participants with the knowledge needed to understand the difference between the different approaches and helps them identify what their brand needs to achieve customer engagement excellence.
14:00 - 14:30
How Being Customer Obsession Will Drive Business Growth
Shar VanBoskirk, VP and Principal Analyst, Forrester
Customer obsession is the great idea that everyone agrees with, but no one knows how to do. This session will introduce a framework for how to craft out a strategy for your company to become customer obsessed. And, we’ll look at how customer obsession drives loyalty and is helping companies recover through the current economic situation. Expect to learn:
- What exactly is customer obsession is and how it is more than good, ad hoc customer experiences?
- What are the characteristics of customer obsessed companies? How do they use data and customer insights?
- What is the right way to manifest customer obsession for your firm? Do you have to be like Zappos to succeed?
- How can you leverage email marketing, personalization and other data-driven customer interactions to be more customer obsessed?
14:30 - 15:00
Everyone Is a Retailer / Retail Is Dead…
Daren Fitzgerald, Executive Vice President, Commerce at BORN Group
There have been many shifts in perspective this year. We read about the challenges in “retail” (this always just refers to shops) - but everyone has stories of digital commerce going gangbusters, saving the day, performing at double the trading volumes that it has. So - is digital commerce the new retail? Is everyone in digital now a retailer? No!
15:00 - 15:30
Building the Future of Retail With New Technologies
Fatima Yusuf, Director of Partnerships, ShopifyPlus
Retail is being reimagined as brands find new ways to reach shoppers. As consumers shift to online and connected shopping experiences, retailers are leveraging a suite of technologies to attract, engage and convert shoppers, building loyalty and customer experience throughout the full process. Sharing examples from industry leading brands, Fatima explores how they identify and define the right tech stack to help them succeed in the new world of retail.
15:30 - 16:00
Plotting Your Path To Customer Obsession (Panel Discussion)
Panel Discussion
Forrester’s Customer Obsession Assessment identifies 21 attributes that associate with improved customer satisfaction and revenue growth (see attached). In this session, we’ll explain the assessment and use it to vet attendees strongest competencies and roadblocks that might interfere with enterprise-wide customer focus. We’ll also profile companies at different levels of maturity in order to learn from their good (and bad) practices.
16:00 - 16:20
Intermission
16:20 - 17:30
Closing Keynote, Not to Be Missed!
Emarsys Client Success & Tech Sneak Peeks
Celebrating perseverance and success, we look at how clients who pivoted from surviving to thriving by using a combination of creativity, tech savvy, and...
The Profoundly Changed Face of Omnichannel
Exploring the impact of the rapid evolution of the retail landscape through an omnichannel lens, our three key-note speakers share their perspectives on market...
The Anatomy of Customer Engagement
We break down what customer engagement means in a technological sense, explaining the different role that each piece of tech has, and how to create engaging...