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IMRG Data Summit - Improve your online retail performance

IMRG Data Summit

How to improve your online performance

IMRG run a series of studies analysing participant performance across a range of datasets that we track – from the customer funnel, through acquisition / retention and site navigation – to identify common points between those who have the highest rates at each stage, and those with the lowest.

Join IMRG at our annual Data Summit where we will reveal the key learnings from these studies that will help inform your strategy for optimising the customer experience – with anonymised examples of best practice to help you understand how to adapt your site in a way that works for your proposition.

Attendees for the IMRG Data Summit are primarily retailers with only specially-selected solution providers from our membership able to attend.

This Summit is supported by the following organisations.

Keynote Speakers

  • Jim Buckle

    Jim Buckle

    COO, Feelunique

    10:15 - 10:45

    Jim joined Feelunique as COO in May 2014, bringing over 25 years’ experience in consumer and online businesses. Feelunique is a leading online retailer of premium beauty products and Jim is responsible for customer experience, marketing, operations, technology and finance.

  • Phill Burton

    Phill Burton

    COO, Bloom and Wild

    13:00 - 13:30

    Phill joined Bloom & Wild as COO in May 2015 having been Director of Operations, Finance and Strategy at Birchbox. Bloom & Wild is redefining the European flower gifting experience with a focus on brand, floristry, technology and logistics and operates in the UK, Ireland, France and Germany. Phill oversees operations, customer experience and service, range and merchandising, and finance.

  • Andy Mulcahy

    Andy Mulcahy

    Strategy and Insight Director, IMRG

    09.30 - 09.45

    Andy has worked at the heart of the online retail industry since 2010 – researching and producing reports on trends and developments affecting the sector. During that time, Andy has developed strong knowledge in multiple areas of online retail, with particular expertise in Black Friday. Andy is also a frequent conference speaker and media commentator.

  • Matthew Walsh

    Matthew Walsh

    Data and Retail Director, IMRG

    11.25 - 11.40 & 15.15 - 15.30

    Matthew is responsible for all of the data and market reporting that IMRG publish. He produces the IMRG CapGemini Retail Index which is the largest and longest running eCommerce benchmark in the UK. Matthew also regularly provides data presentations to our retail members explaining the latest trends in ecommerce. Matthew is the first point of contact for our retail members.

  • Andrew Starkey

    Andrew Starkey

    Head of e-Logistics, IMRG

    14.00 - 14.15

    As well as being Head of e-Logistics, Andrew Starkey leads research and the member support programme at IMRG. He has an extensive background in the world of parcels and postal logistics including senior commercial roles in Royal Mail, Executive Director of Postcomm and Commercial Director of Jersey Post International.

Agenda

08.30 -
09.30

Registration, early refreshments and networking

09.30 -
09.45

What have we learnt (so far) from IMRG’s data insight programme?

IMRG carry out regular studies analysing participant performance from the huge range of datasets that we track, to identify common points between retailers with the highest rates of performance at various stages, and those with the lowest – so, what have we learnt so far?

Andy Mulcahy, Strategy and Insight Director, IMRG

09.45 -
10.15

Panel Session - What customers want

What are the factors that retailers can optimise, at each stage of the customer funnel, to help improve the percentage of visitors who make it all the way through to full conversion?

  • Understanding the customer funnel
  • Customer acquisition / retention strategies
  • What customer surveys tell us 

10.15 -
10.45

Keynote - Using data to improve customer experience

Launched in 2005, Feelunique was founded to meet the increasing requirements of beauty customers to research, review, compare and buy the leading beauty and health products  and is now the largest premium beauty product online retail in Europe. In this Keynote, Jim Buckle, COO, we will give us a glimpse into how data is driving their business forward, informing decisions and areas of investment. This session will cover:

  • Some of the ways in which Feelunique use data in the business
  • How they have used data to make decisions to improve the customer experience
  • Why data isn’t always the answer


Jim Buckle, COO, Feelunique  

10.45 -
11.15

Refreshments and networking

11.15 -
11.25

Report Overview 

Details coming soon. 

11.25 -
11.40

Learn how top retailers succeed with high performing mobile sites

Get actionable insights from our unique IMRG data sets and anonymised examples of the best performing mobile sites to help you understand how the top retailers are achieving their results on smartphones and tablets.

You’ll learn about the mobile performance of multichannel and online-only retailers, along with product page and site structure best practice. 


Matthew Walsh, director of retail and data, IMRG

11.40 -
12.10

Panel Session 2 – Optimising site performance

How should you interpret some of the metrics that you track on shopper behaviour across multiple areas of your site and, more importantly, what can you do to improve them?

  • Site navigation
  • Understanding the checkout
  • Customer journeys 

12.10 -
12.20

Report Overview 

Details coming soon. 

12.20 -
13.20

Lunch, refreshments and networking

13.20 -
13.30

Report Overview 

Details coming soon. 

13.30 -
14.00

Keynote - Using insights from customers to drive innovation

Phill will be talking about how they use customers to drive their physical product and digital product roadmaps, how they have tried to build an internal culture of data driven decision making and how Bloom & Wild make sure that customer sentiment (eg NPS) is the most important metric across the business.

Phill Burton, COO, Bloom & Wild

14.00 -
14.15

Meet the shopper’s expectation first time, on time, every time 

We’ll share the latest data from our UK Valuing Home Delivery Review, now it its sixth edition. Learn about the vast range of datasets that we track that can help you understand the implications and costs incurred when online retail delivery fails to meet your shopper’s expectation first time, on time, every time. 

Andrew Starkey, Head of e-Logistics, IMRG

14.15 -
14.45

Panel Session 3 – Delivery, customer expectation and promise

What do you need to consider when deciding which delivery options to offer customers and how can you structure your proposition around it? 

  • Free / paid delivery – cost to serve
  • Speed of fulfilment
  • Optimising returns – process and cost

14.45 -
15.15

Refreshments and networking

15.15 -
15.30

Multichannel vs. online-only – factors behind the performance gaps

Learn about the notable and consistent differences in performance between multichannel and online-only retailers. What are the factors influencing these gaps, and what can they teach you about how to adapt your own proposition?

Matthew Walsh, director of retail and data, IMRG

15.30 -
16.00

Panel Session 4 – Multichannel / online-only propositions

Online-only conversion rates are almost double that of multichannel, but the average basket value is far lower; online-only retailers have also been recording far stronger sales growth over a sustained period. What do you need to do to structure your proposition for success?

  • How performance differs by category
  • What approaches work best for each proposition
  • What the future looks like for stores 

16.00 -
17.00

Drinks Reception and networking

Panel Sessions

More panellist will be confirmed closer to the Summit.

Panel Session 1 – What customers want - 09:45 - 10:15

What are the factors that retailers can optimise, at each stage of the customer funnel, to help improve the percentage of visitors who make it all the way through to full conversion?
– Understanding the customer funnel
– Customer acquisition / retention strategies
– What customer surveys tell us

Panel Session 2 – Optimising site performance - 11:40 - 12:10

How should you interpret some of the metrics that you track on shopper behaviour across multiple areas of your site and, more importantly, what can you do to improve them?
– Site navigation
– Understanding the checkout
– Customer journeys

Panel Session 3 – Delivery, customer expectation and promise - 14:15 - 15:15

What do you need to consider when deciding which delivery options to offer customers and how can you structure your proposition around it?
– Free / paid delivery – cost to serve
– Speed of fulfilment
– Optimising returns – process and cost

Panel Session 4 – Multichannel / online-only propositions - 15:30 - 16:00

Online-only conversion rates are almost double that of multichannel, but the average basket value is far lower; online-only retailers have also been recording far stronger sales growth over a sustained period. What do you need to do to structure your proposition for success?
– How performance differs by category
– What approaches work best for each proposition
– What the future looks like for stores

Sponsors

Headline Sponsor

Optimizely

Optimizely

Optimizely is the world's leader in digital experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. Customer list includes Missguided, Tesco, BBC, Sky and NS&I.

More info

Event Sponsors

Who Should Attend?

This conference is structured around some of the unique data that IMRG tracks on the online retail industry – using these indicators as the starting point for a series of sessions that interrogate trends and provide insights into what retailers can do to improve their performance. We will look at the impact this has on the business and teams within. If you want to understand the latest trends and developments in these areas this conference is a must-attend for you. If your role or responsibility falls into one of the below, you will benefit from attending the IMRG Summit:

  • Heads of eCommerce
  • Heads of Multichannel Retailing
  • Global Heads of eCommerce
  • Heads of Logistics / Delivery
  • Heads of Marketing
  • Managers / Directors
  • Marketing Directors
  • Analysts 

This event is open to all IMRG retailer members*, and IMRG Taskforce** solution provider members at no charge***. Non-member suppliers can attend but will be charged £1500. We will contact registered non-member suppliers to notify them of cost of access. Access to the event is controlled by IMRG and people will be refused entry if payment is not cleared on the day. 

*An online retailer would be a B2C operation selling products or services, via a website with transactions completed fully, including payment, via any interactive channel, from any location. These operations may have a social media presence, store, or be linked via a marketplace but would operate primarily via their own domain and not via a marketplace alone. Unfortunately 3rd party agencies who have retailers as clients are not classed as retailers themselves but would be a solution provider.

**IMRG’s Taskforce is an elite group of senior solution providers who help us address some of the key issues facing industry through a series of focused outputs. The group covers a wide range of expertise and benefit from multiple opportunities for exposure to our online retail community

***Attendees registering under incorrect ticket types will be reviewed and cancelled with access to the event refused.

Where Is It?

IMRG are delighted to be holding the Data Summit at the Hallam Street Conference Centre.

Hallam Street Conference Centre

44 Hallam Street,
Marylebone,
London
W1W 6JJ

Google map

Nearest Tube Stations:

  • Oxford Circus
  • Regent's Park
  • Great Portland Street

Permission Statement

We have partnered with Optimizley to help produce this Summit

If you would like to hear more about how to interrogate data and use it to optimise customer experience and services that they think you would find useful, related to the Summit, click "Accept" below.

Please note that your attending this event is not conditional on your provision of consent.