Post-pandemic planning: responding to new consumer habit

Steve Hewitt, CEO of Gymshark shares the brand’s journey with Ian Jindal of InternetRetailing.net, how they try to understand its audience by living and breathing its values. He talks more about how the brand is community-built and how they try to be assessable to all.

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5 years in 5 weeks

John Roberts, CEO of AO.com discusses how the pandemic has accelerated five years of development into just five weeks with Ian Jindal of InternetRetailing.net. He talks about the challenges the business has faced, and what he envisages the new normal to be. 

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eCommerce in peak times

Marion Freijsen of Magento, Adobe discusses the importance of writing a battle plan in preparation for an expected – or unexpected – peak in eCommerce. This includes examining the eCommerce team’s roles, enhancing communications with the supply and customer service teams and forecasting. It is an essential watch in today’s challenging times.

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Embracing what the pandemic accelerated

In this session Rob Wood, head of online at The Entertainer looks at what happened over lockdown: the challenge of a sudden massive increase in demand for its products, increasing warehousing capacity and managing consumer expectations.

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Channel diversification: accelerating the move to multi-channel retail, marketplaces and D2C

Beth Horn from Facebook, Paul Sulyok, Founder and CEO of Green Man Gaming and Eddy Swindell, CRO and Co-Founder of Fresh Relevance join Stacey Widlitz from SW Retail Advisors to discuss what businesses need to do to pivot their business to the new normal. They discuss the changes in customer behaviour, the importance of examining data and how to embrace the new opportunities.

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Understanding behaviour, channels and data to enable more targeted, personalised marketing

Nicola Fox will share her thoughts on the key areas retailers should focus on to nurture loyalty. She examines what loyalty is and understanding why customers are loyal to your brand, customer behaviour and habits, understanding data and how to use it and what businesses need culturally to improve customer loyalty.

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Marketing ROI: turning traffic into sales

In this panel, Chloe Thomas of eCommerce MasterPlan chats to Yulia Aleksandrova from Made.com, Anouk Brown at National Lighting, Nicola Fox, CRM expert and Kevin Wiles, SEO Expert about how the pandemic has changed their marketing strategy and how they are supporting and delighting the customer online, so their brand is on the forefront of the consumers’ mind when they come to purchase.

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Content, search and personalisation: tools to cut through online marketing

In this panel Chloe Thomas talks to Ric Rodriguez, head of search at Vashi and Andrew Stockwell at RedEye discuss how to give us the biggest impact to cut through the increased eCommerce traffic. They discuss improving the message, looking at your brand messaging online, the choice of channel, changing consumer behaviour and examining data.

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The power of personalisation: simple steps to provide a unique customer experience

In this workshop, Huriyyah Dhance of Fresh Relevance will introduce you to a hands-on framework that will help you engage shoppers across the customer lifecycle while hitting your individual KPIs and business goals. In this workshop, Huriyyah will demonstrate how to use these insights to craft a seamless experience for each individual across multiple channels.

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The role of education in improving the customer experience and driving sales

In this session, Louise Read from Klaviyo talks to Shivraj Bassi, Founder & CEO at Innermost about the role of education and improving customer experiences and how the two have boosted Innermost’s sales by 500% in their revenue in recent months.

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Turning loyalty into long term commitment

In this panel, Chloe Thomas of eCommerce MasterPlan chats to Camilla Tress of Oliver Bonas, Emilie Mouquot of Notonthehighstreet.com and Eddy Swindell from Fresh Relevance about the importance of communication and developing a relationship with the consumer in order to gain trust and build a connection with your brand in the long term.

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Tomorrow came early: the new normal of the customer buying experience

In this era of “new normal”, a new breed of direct to consumer brands are flourishing with a manic focus on customer experience and intimacy. Sarah will show a number of case studies of community connected culture and disruptive business models that challenge the status quo. eCommerce just catapulted itself five years into the future and there is no turning back.

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The 3PL perspective: managing B2B & B2C assets

In this session Stuart Ager, Operations Director at Century Logistics chats to Murray Gibson about how both Brexit and the pandemic has effected warehousing and supply chain logistics. They discuss the lack of supply from China, the closure of factories, social distancing and the importance of working closely with employees.

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COVID-19 and compliance: making fulfilment safe

In this session Miles Vartan, Managing Director at The Vartan Consultancy discusses what you can be doing to protect your supply chain in these challenging times and to ‘think the unthinkable’. From examining your suppliers’ resilience levels, checking the robustness of your technology, ensuring you have real time inventory visibility and looking after your employees.

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Customer expectations and COVID-19: what do customers want from delivery and is this an opportunity to shift expectations?

In this panel Robert Kulawik of Fiver London, Santiago Navarro of Garcon Wines, Michelle Rudisser-Street of TJC discuss how fulfilment has changed because of the pandemic, the importance of communicating with the consumer and simply understanding their expectations to bring about vital changes, including improving the sustainability of delivery.

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Profitability! Boosting capacity and achieving efficiencies in the shift to eCommerce fulfilment

In this session Murray Gibson, Principal at Murray Gibson Associates discusses the change in shopping habits both before the pandemic and after, how the supply chain has reacted, the opportunities of the built environment and gives us a quick glimpse of the future for eCommerce collection and deliver points.

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What to do when everyone (unexpectedly) wants your product

In this session James Hyde of James & James chats to Christopher Dobbing, Founder & CEO of Cambridge Mask Co on how they coped with a 2,500% increase on usual order volumes, as well as other challenges including securing new inventory from global suppliers, protecting its brand from poor-quality imitations, and balancing demand from both consumers and public sector organisations.

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AI and delivery: employing new tech to create a more efficient network

In this fascinating session Daniel, CO of Satalia looks at Artificial Intelligence (AI) and how we can bring people and technology together to do amazing things.

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Towards a sustainable delivery network: collaboration, new business models and tech to make the final mile more sustainable

In this session we hear from Alan Barrie at Delivering London and Phill Davies of Magway who are both at the forefront of some very innovative approaches to fixing the conundrum of delivery and how to make the final mile more sustainable.

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Profitability in eCommerce: driving efficiencies in warehousing and fulfilment

In this panel, Alex Sword of eDelivery.com chats to Scott Barker of Missguided, Bobbie Ttooulis of GFS, Kieran Donovan, a supply chain expert and Murray Gibson, a fulfilment expert about the challenges COVID has highlighted. They discuss the importance of communication, flexibility, capacity issues and automation and what they all believe needs to happen in the future.

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Transforming your UK and international retail models to drive sales, efficiencies and profit

In this session we talk to Robin Phillips, CEO of Watch Shop about how the pandemic has accelerated change in his vertical market, his venture into drop shipping with a new partnership with Debenhams, improving mobile experience and what his key indicators for success are for 2021.

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The journey to growth, identifying which markets offer the best growth potential and planning your approach

In this panel, Ian Jindal of InternetRetailing.net chats to Richard Davies of Hattons, Habib Ansari of Ingenico, Jonathan Simons of Landmark Global and David Williams of DHW Digital about the importance of becoming more agile, focusing more on eCommerce and examining overseas as a growth option.

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