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Peak Connect Conference

Overview

In 2014 the scale of Black Friday caused logistical and performance issues for many retailers. 2015 ran far more efficiently - but it felt like an event that was evolving rather than something settled and straightforward to predict.

So what can we expect to happen in 2016?

For the first time, we are hosting a Connect conference focused entirely on peak - providing a wide-ranging view of the issues, opportunities and challenges to ensure your strategy is built on solid foundations.

Topics covered include:

  • Overcoming operational challenges
  • Marketing strategies
  • Focusing on the customer
  • Moving toward a multichannel strategy for Black Friday
  • Logistics – key focus points for peak
  • Security challenges
  • Using content to influence conversion

This event is supported by Salmon.

Agenda

IMRG’s Managing Peak Connect features a packed programme of insight, including keynote presentations from New Look, Argos and more.

08.30 -
09.30

Official registration and refreshments

09.30 -
10.10

Welcome & Intro from IMRG
Justin Opie, Managing Director, IMRG, Tina Spooner,  Chief Information Officer, IMRG & Andy Mulcahy, Editor, IMRG

  • Update of trends
  • Report overview
  • Questions for Toluna Survey


10.10 -
10.30

Prepare for Peak 2016 – Overcoming the operational challenges of Black Friday / Peak
John Beechen, Head of Managed Services, Salmon








Salmon will be giving exclusive insight into the workings of one of the UK’s largest Peak Operations centre where they support the Black Friday and Peak trading online operations for such brands as Argos, Selfridges, Halfords & 

Game. Detailing some key trends John Beechen, Head of Managed Services at Salmon will highlight the key metrics from the Salmon Peak Trading Playbook for 2016

10.30 -
11.05

Opening Keynote Presentation - Managing strategies during Peak
Sally Heath, eCommerce Director, New Look

11.05 -
11.35

Refreshment Break & Networking Opportunity

11.35 -
12.10

Keynote Presentation - Using data for Peak preperation
Hedley Aylott, Chief Executive Officer, Summit & Matt Roberts, Digital Marketing Controller, Argos


12.10 -
12.45

Panel Session 1 - Focusing on the Customer

Developing a successful strategy for a sales event that has proved itself to be as unpredictable as Black Friday is fraught with complexity – how can we expect customers to behave this year, what do you need to consider and how can you ensure you build in sufficient agility should you need to adapt quickly?





12.45 -
12.55

Survey Results from IMRG

12.55 -
14.00

Lunch & Refreshments in the Main Networking Area

14.00 -
14.35

Keynote Presentation - Site optimisation and performance
Darren Curnow, Product Development Manager, Pro:Direct Sport & John Dillon, Global Vice President of Marketing, Akamai

  • Discounting – how to make it work for customers and business
  • Moving toward a multichannel strategy for Black Friday – avoiding empty shops
  • Seamless operations – strategies for engaging shoppers and enhancing experience



14.35 -
15.05

Panel Session 2 - Logistics - Key Focus Points for 2016 Peak

Logistics operations coped far better in 2015 on the whole, but when order volumes are at such a high level getting anything wrong can lead to huge backlogs and inefficiencies – what worked well last year, how did shoppers use the delivery options available to them and where are the key areas for improvement in 2016?


    15.05 -
    15.35

    Refreshment Break & Networking Opportunity

    15.35 -
    16.05

    Panel Session 3 - Security challenges during peak

    The huge uplift in sales activity around Black Friday makes it an attractive time for fraudsters to try to exploit businesses and shoppers – how can you identify potential weaknesses and ensure you don’t present criminals with a soft target during this peak?









        16.05 -
        16.40

        Final Panel Session - Future Trends and Practical Actions

        Black Friday has proven itself to be a period that can evolve and change character from one year to the next – while we cannot know exactly how it will play out in 2016, what steps can you take to ensure you are best placed to capture your share of sales during peak?






            16.40 -
            18.30

            Member Drinks Reception

            Stay & enjoy a drinks reception with your peers and IMRG experts

            18.30

            Carriages and Home

            Keynote Speakers

            IMRG’s Managing Peak Connect features a packed programme of insight, including keynote presentations from New Look, Argos and more...

            • John Beechen

              John Beechen

              Head of Managed Services, Salmon

              10.10

              John Beechan, Head of Managed Services at Salmon

              Find out more

            • Sally Heath

              Sally Heath

              eCommerce Director, New Look

              10.30 Keynote

              Opening Keynote - Sally Heath, e-Commerce Director, New Look

              Find out more

            • Hedley Aylott

              Hedley Aylott

              Chief Executive Officer, Summit

              l1.35 Keynote

              Hedley Aylott, Chief Executive Officer, Summit

              Find out more

            • Matt Roberts

              Matt Roberts

              Digital Marketing Controller, Argos

              l1.35 Keynote

              Matt Roberts, Digital Marketing Controller, Argos

              Find out more

            Panel Sessions

            Our panel sessions are an opportunity for industry experts to come together in an informal setting and discuss a specific topic in more detail. With different points of views and experiences to share, it's a fantastic, interactive way to learn about a topic not often found in a keynote presentation.

            Panel Session 1 - Focusing on the customer - 12.10 - 12.50

            Chaired by: Andy Mulcahy

            Developing a successful strategy for a sales event that has proved itself to be as unpredictable as Black Friday is fraught with complexity – how can we expect customers to behave this year, what do you need to consider and how can you ensure you build in sufficient agility should you need to adapt quickly?

            - Are customer expectations different during peak?
            - Marketing strategies
            - Perceptions of heavy discounting events and potential backlash
            - Ensuring the customer promise can be fulfilled during peak

            Panel Session 2 - Logistics - Key focus points for 2016 peak - 14.35 - 15.05

            Chaired by: Andrew Starkey

            Logistics operations coped far better in 2015 on the whole, but when order volumes are at such a high level getting anything wrong can lead to huge backlogs and inefficiencies – what worked well last year, how did shoppers use the delivery options available to them and where are the key areas for improvement in 2016?

            - Differentiating through high quality returns processes
            - Spreading demand across multiple fulfilment channels (i.e. click & collect)
            - Stock management
            - Communication channels between retailer and carrier

            Panel Session 3 - Security challenges during peak - 15.35 - 16.05

            Chaired by: Andy Mulcahy

            The huge uplift in sales activity around Black Friday makes it an attractive time for fraudsters to try to exploit businesses and shoppers – how can you identify potential weaknesses and ensure you don’t present criminals with a soft target during this peak?

            - How does peak differ from other periods?
            - Fraud rates and criminal tactics
            - Reducing risk and exposure without turning away genuine sales opportunities
            - Security challenges and safeguarding customer data

            Panel Session 4 - Future trends and practical actions - 16.45 - 17.15

            Chaired by: Emile Bloemen, Volo Commerce

            Black Friday has proven itself to be a period that can evolve and change character from one year to the next – while we cannot know exactly how it will play out in 2016, what steps can you take to ensure you are best placed to capture your share of sales during peak?

            - What can we expect to see during 2016 peak?
            - Multiple sectors got involved – threat to spend on retail?
            - Changing period durations – what will happen next year, extend longer?
            - What happened to multichannel retailing (empty shops)?

            Sponsors

            We would like to thank all our sponsors:

            Headline Sponsor

            Salmon

            Salmon

            In the dynamic world of digital commerce, attracting, engaging and retaining customers is critical. No one knows this better than Salmon. We use our deep understanding of customers’ behaviour to deliver powerful eCommerce solutions to inspire them to transact more digitally.

            Event Sponsors

            Who Should Attend?

            The whole programme for this Managing Peak Performance Connect Conference is designed to provide retailers with key learnings around strategic planning, dealing with high traffic and order volumes, finally the operational aspect of fulfiling the items. 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 Peak Connect Conference:

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

            This event is open to all IMRG retailer members*, and IMRG Supplier members at no charge**.

            Centre aligned image

            *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 Managing Peak Connect Conference will be hosted in Cavendish Conference Centre.

            Registration from 08.30, starting at 09.30 and finishing 17.15 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