5.15 - 8.15 Workshop A: Establishing an Online Presence

(including a light dinner)

Rationale:

Worried you’re not doing the best you can in attracting traffi c to your online store - or achieving sales? With so many potential customers this workshop will show you how to reach and interact with them. Ensure you are using your website to extend brands, create and refi ne relationships and boost sales fi gures.

Agenda:

• Reinforcing the value proposition from the moment the customer arrives on your website
• Learning from common website mistakes and managing online customers with care
• Reviewing the different organisational approaches when transitioning from traditional channels to online retail
• Developing the case for building your brand online

Facilitator:

Dan Ferguson
Online Channel Manager
GENERAL PANTS GROUP

5.15 - 8.15 Workshop B: Mastering Multi-Channel Management - Merging the Online and In-Store Experience

(including a light dinner)

Rationale:

An increasingly empowered consumer has come to expect a consistent experience with whichever channel they choose to shop. As a result, it is imperative that you can develop successful long term multi-channel strategies, invest in the right technology and incorporate new services in your propositions. This workshop is the perfect platform for fostering closer integration and experience consistency between channels.

Agenda:

• Analysis of how multi-channel operations have impacted the way in which consumers shop
• Discussing the role new in-store and online technology has in achieving closer integration and consistency of experience
• Incorporating consumer privacy concern and sensitivity into your online strategy
• Boosting your conversion rates - converting casual browsers into satisfi ed buyers

Facilitator:

John Bovill
Group IT Director
AURORA FASHIONS LTD, UK

9.00 – 12.00 Workshop C: Optimising Website Design and Usability

Rationale:

Online retailers have only a few seconds to entice shoppers into their web stores. They are under enormous pressure to make that successful connection or lose the shopper to another site. As a result, much of the success of retail web sites depends on site design. Furthermore, retailers also have to make sure that consumers can browse other products and navigate a site smoothly. This workshop will cover:

Agenda:

• Building and maintaining a consistent brand identity online
• Focusing on ease of navigation and smart, clean content layout
• Determining the user needs and target usability requirements
• Boosting search engine promotion – discover what really works and why

Facilitator:

Jamey Maki
Director of e-Commerce and Online Experience
GOLFSMITH INTERNATIONAL USA

1.00 – 4.00 Workshop D: Keeping On Top of Social Media and Brand Engagement

Rationale:

There is no doubt there’s a huge shift in the way people now consume and receive information. Consumers are turning towards the Internet for their information to investigate and validate brands for themselves through social media forums – including yours. This is where social media is coming into its own – as a platform that facilitates engagement of customers on their own terms. And whilst engaging, social media is also a very cost-effective and highly measurable way of reaching customers. This workshop covers:

Agenda:

• Raising the visibility of your brand and engaging on a higher level with your customers
• Understanding the experience and interactions customers have with your brand in real time
• Monitoring online conversations to gain insights and build credibility with your audience
• Building one-to-one relationships with online consumers to build brand loyalty, drive e-commerce and generate revenue

Facilitator:

Daryl Nielson
Commercial Email Marketing Manager
HEWLETT-PACKARD USA