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Customer Connect Conference 2018

Our first event that's 100% focused on the customer

The IMRG Customer Connect is the first conference we have ever run that is 100% focused on the customer, rather than retail businesses – after all, without customers, retail businesses wouldn’t actually exist. We’ll be hearing from retail speakers to get insight on everything they know about their customers; how they have gathered that information, how they stay relevant to them and what they feel they need to do to maintain their loyalty in an ever-more competitive market.  

Join us at this conference to hear:

  • Genuine feedback from retail businesses
  • What customers tell us through social, email, calls, reviews and other communication forms
  • Techniques for gathering data and insight on customers
  • Debates on what we know – and don’t know – about our customers

IMRG Customer Connect Conference 2018 retailer logos

Keynote Speakers

  • Why Storytelling Is Good Business – And How To Do It In The Digital Age

    Why Storytelling Is Good Business – And How To Do It In The Digital Age

    Laura Riches - Marketing Director - Naked Wines

    From vandalised vines, to freak frosts and return plane tickets never used... Naked's greatest asset is our winemaker stories. And in the digital era, technology provides new opportunities to bring these to life. This session will explore how Naked uses technology and data science to excite and inspire, by matching the right stories to the right customers.

  • 5 Ways John Lewis is Embracing the Omni-channel World

    5 Ways John Lewis is Embracing the Omni-channel World

    Louisa Nicholls, Senior Manager, Online Trade, Home, John Lewis

    Hear first-hand how John Lewis is blending physical and digital, redesigning the role of the channels and driving a customer first culture. Louisa Nicholls leads the Home Online Trading team at John Lewis, an award winning Omni Channel Retailer in the UK with a long and trusted heritage. Prior to working in online Louisa held various shop and project management roles, making her a true Omni-Channel advocate. Past successes include driving 110% Home Online revenue growth over 5 years, leading the team through a major re-platform, internal search tool implementation, continuous improvements to ways of working & productivity and most recently the successful transition to a fully responsive website (2018)

  • Acquiring and retaining customers - what the data tells us

    Acquiring and retaining customers - what the data tells us

    Andy Mulcahy, Strategy and Insight Director, IMRG

    Andy will share insight from an IMRG study analysing participant performance in the customer acquisition and retention datasets that we track – to identify common points between those who have the highest rates of performance at various stages, and those with the lowest.

  • IMRG’s customer funnel data – split by device (exclusive first reveal)

    IMRG’s customer funnel data – split by device (exclusive first reveal)

    Matthew Walsh, Director of Data and Retail, IMRG

    Ever wondered what’s the average ‘add to basket’ rate on smartphones? Want to know the typical checkout conversion rate on desktops? IMRG will reveal the industry benchmark for every stage of the customer funnel, on every device, and offer insight into how the top-performing retailers are achieving their results.

Speakers

  • Paul Fennemore

    Paul Fennemore

    Digital Transformation Consultant, Sitecore

    Paul has deep expertise in Digital Marketing and Transformation acquired through extensive practical experience coupled with the rigour of applied academic research. Paul cuts through the hype and takes a pragmatic, results driven approach on how to adopt digital marketing, helping organisations achieve optimal business and marketing objectives. He combines his practical expertise with incisive creativity thereby generating real business advantages for his clients.
  • Colm O’Monacháin

    Colm O’Monacháin

    VP Product Solutions, J.P. Morgan

    Colm O’Monacháin is responsible for chargeback and fraud strategy and mitigation for J.P. Morgan Merchant Services. As part of the Product Solutions team, he is also a key member of PSD II implementation group. With over 12 years’ experience working in the payments industry, in both issuing and acquiring, Colm’s wide range of knowledge helps merchants reduce their chargeback and fraud exposure through a consultative and analytical approach.

Agenda

08.30 -
09.30

Registration & breakfast networking

09.30 -
09.45

Introduction to day / Acquiring and retaining customers - what the data tells us 

This intro and opening session will share insight from an IMRG study analysing participant performance in the customer acquisition and retention datasets that we track – to identify common points between those who have the highest rates of performance at various stages, and those with the lowest.

Andy Mulcahy, Strategy and Insight Director, IMRG

09.45 -
09.55

The Apocalypse in Retail: thinking beyond the transaction

Paul Fennemore, Digital Transformation Consultant, Sitecore

09.55 -
10.25

5 Ways John Lewis is Embracing the Omni-channel World

Louisa Nicholls, Senior Manager, Online Trade, Home, John Lewis

10.25 -
10.55

Panel Session 1 – Getting to know your customer

In order to provide your customers with the experiences they expect, you need to build an understanding of them. What should you focus on and how can you find it out? Find out more

10.55 -
11.25

Refreshments and networking

11.25 -
11.55

Why Storytelling Is Good Business – And How To Do It In The Digital Age

Laura Riches - Marketing Director - Naked Wines

11.55 -
12.30

Panel Session 2 – The different types of customer 

Customer behaviour is not universal – it can vary depending on demographic, requirement and context – but it is constantly evolving. What do you need to know to keep on top of it? Find out more

12.30 -
12.40

Report Presentation

Colm O’Monacháin, VP Product Solutions, J.P. Morgan

12.40 -
13.40

Lunch break and networking 

13.40 -
13.55

IMRG’s customer funnel data – split by device (exclusive first reveal)

Ever wondered what’s the average ‘add to basket’ rate on smartphones? Want to know the typical checkout conversion rate on desktops? IMRG will reveal the industry benchmark for every stage of the customer funnel, on every device, and offer insight into how the top-performing retailers are achieving their results.

Matthew Walsh, Director of Data and Retail, IMRG

13.55 -
14.25

Panel Session 3 – Acting on what customers tell us

Customers have numerous options for communicating with retailers today – what should you do with this information and how can it be used to advantage? Find out more

14.25 -
14.55

Refreshments and networking

14.55 -
15.05

Online dispute resolution overview

Andrew Perkins, Partner, Ashfords LLP

15.05 -

15.15

IMRG – planning ahead for Christmas: what’s going to happen this year?

Black Friday has fundamentally reshaped the Christmas peak shopping period. What is going to happen in 2018 and how can you ensure your strategy is built on solid foundations?

Andy Mulcahy, Strategy and Insight Director, IMRG

15.15 -
15.45

Panel Session 4 – Customers at Xmas

Christmas is the busiest time of year for shopping, which brings opportunities but also great challenges – particularly given the shape of peak following the emergence of Black Friday. How should you approach your strategy? Find out more

15.45 -
16.30

Drinks reception

Panel Sessions

IMRG will host four panel session diving into various topics related to the customer. 

Getting to know your customer - 10:25 - 10:55

Chaired by Barbara Cichello, Director of Marketing - Global, LiveArea

In order to provide your customers with the experiences they expect, you need to build an understanding of them. What should you focus on and how can you find it out?

• Identifying and gathering information on customers
• Interpreting the data available to you
• Getting the right mix of options (delivery, payments etc) to suit your customers
• Are there limitations in what we can understand about our customers?

Paul Gray, Head of Marketing, Chums
Chris Mclelland, Client Development, Conversant Media
Sangeetha Narasimhan, Regional Marketing Director - EMEA, Ingenico Retail SMB
Avneet Mudhar, Data Analyst, Salmon
Paul Bidder, Sales Director, SAP Customer Experience

The different types of customer - 11:55 - 12:30

Chaired by Audrey Williart, Marketing Manager UK, Neopost

Customer behaviour is not universal – it can vary depending on demographic, requirement and context – but it is constantly evolving. What do you need to know to keep on top of it?

• Identifying what makes a ‘good’ (and ‘bad’) customer
• How does customer behaviour vary by sector?
• How does customer behaviour vary by demographic?
• Maintaining relevance to your customer base

Julian Law, Head of Strategic Account Development, Barclaycard
Robin Mellstrand, CEO, Loop54
Malcolm Berg, Sales Director UK and Eire, Store Value Solutions
Nico Beukes, Regional Vice President, Yext
Masha Cilliers, Principle Consultant, Payment Options

Acting on what customers tell us - 13:45 - 14:15

Chaired by Andrew McClelland, Head of Industry Insight, IMRG

Customers have numerous options for communicating with retailers today – what should you do with this information and how can it be used to advantage?

• What we can learn from feedback through various channels (reviews, UGC, social etc)
• Converting negative customer experiences into positive ones
• The need to constantly improve all areas of the customer experience
• The common areas of retail where customer expectation is not met

Dan Steele, Strategic Account Director, Brightcove
Jagjit Singh, Digital Business Head - EMEA, eClerx Digital
Laurel Wolfe, Marketing Director, Klarna
Stuart Johnston, Head of Client Content, Trading & Optimisation, LiveArea
Michelle Cachucho, Enterprise Customer Success Manager, Qubit
Dan Mahoney, Head of E-Commerce and Customer, Whittard of Chelsea

Customers at Xmas - 15:10 - 15:40

Chaired by Andrew McClelland, Head of Industry Insight, IMRG

Christmas is the busiest time of year for shopping, which brings opportunities but also great challenges – particularly given the shape of peak following the emergence of Black Friday. How should you approach your strategy?

• Should you view / treat your customers differently at Christmas?
• How does customer behaviour change during Christmas trading?
• How should you target early / late shoppers?
• Converting bargain-hunters into loyal customers

Elizabeth Brennan, UK Industry Client Director for Retail, Travel and Classified, Criteo
Michael Werner, Research & Insight Executive, Berry Bros & Rudd
Simon Dring, Head of Client Success, Mention-Me
Jim Warren, Marketing Director, Bloom and Wild
Mouna Laaragat, Senior Client Development Manager, TradeDoubler

Sponsors

Headline Sponsor

Sitecore

Sitecore

Sitecore is the global leader in experience management software that combines content management, commerce, and customer insights. The Sitecore Experience Cloud™ empowers marketers to deliver personalized content in real time and at scale across every channel—before, during, and after a sale.

Event Sponsors

Media Partners

Essential Retail has over five years of experience covering breaking global news in the retail technology space.

Led by Caroline Baldwin the editorial team deliver in-depth news, analysis and features providing an independent voice in the digital revolution transforming the retail industry. If retailers need to know it, Essential Retail covers it.

Essential Retail also provides free educational content including webinars, whitepapers and round table events making it a key learning resource for industry professionals.

Who Should Attend?

This conference is structured around some of the unique insight from the advisory board, and the IMRG data sets.

  • 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 online retailers*, and IMRG 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.

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

Where Is It?

IMRG Customer Connect Conference will be hosted in Cavendish Conference Centre.

Registration from 08.30, starting at 09.30 and finishing 17.00 with networking drinks till 19.00.

Cavendish Conference Centre

22 Duchess Mews
London
W1G 9DT

Google map

Nearest Tube Stations:

  • Oxford Circus

    • Bakerloo Line

    • Central Line

    • Victoria Line

  • Regent's Park

    • Bakerloo Line

  • Great Portland Street

    • Circle Line

    • Hammersmith & City Line

    • Metropolitan Line