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CRMC 2013 Showbook Document Transcript

  • 1. ALL IN THE FAMILY IKEA's Loyalty program creates engagement and drives sales JET SET American Airlines continues to connect with customers OUT OF THE WOODS Cabela's leverages knowledge for powerful digital CRM NECESSARY RESPONSE Bare Necessities shows off 21st Century strategies for the multi-screen landscape A BEAUTIFUL THING ULTA's step by step guide to create a single customer view FASHION DOWN UNDER SFG delivers personalization through omni-channel retailing THE DIGITAL FRONTIER The North Face shows off their new customer loyalty program WHOLE HEARTED Whole Foods brings together the heart of business and customers CUSTOMER RELATIONSHIP MANAGEMENT CONFERENCE JUNE 17-19, 2013 HILTON, CHICAGO Connect with over 150 retail chains and top vendors Over 30 speakers, 3 workshops and 34 roundtable discussions
  • 2. AgendaataGlance Day One Monday, June 17 10:00am – 5:00pm Registration: Registration Desk, 8th Street South – First Floor 11:30am – 1:30pm (3) Workshops: Boulevard Rooms – Epsilon, Harte-Hanks & Loyalty Lab General Session, Grand Ballroom 2:00pm – 2:15pm Welcome to CRMC 2013: Craig Wood, Host 2:15pm – 3:10pm Brian Solis: The Rise of Syndicated Commerce, Hybrid Theory, Nicheworks, and Social IQ 3:10pm – 3:50pm American Airlines: Customer and Competitive Insights for Effective CRM 3:50pm – 4:10pm Refreshment break: Grand Foyer & Normandie Lounge, Sponsored by Epsilon 4:15pm – 5:00pm Bare Necessities: Transmedia: The 21st Century Marketing Strategy for a Multi- Screen Consumer Landscape 5:00pm – 6:30pm Welcome Reception: Grand Foyer & Normandie Lounge, Sponsored by Acxiom Day Two Tuesday, June 18 7:30am – 8:30am Breakfast: Williford Room, Sponsored by Loyalty Lab General Session, Grand Ballroom 8:30am – 8:45am Welcome to Day Two: Jenn McMillen, CRMC Committee Chair and VP, Loyalty & CRM – GameStop 8:50am – 9:50am J. Walker Smith: Customer Connections in the Kinship Economy: What Matters More When Relationships Matter Most 9:50am – 10:10am Refreshment Break: Grand Foyer & Normandie Lounge, Sponsored by Epsilon Concurrent Session Grand Ballroom, Second Floor 10:15am – 10:55am Chico’s and Orvis: Retailers Rejoice: How Customer Insights Can Lead to Greater ROI 10:55am – 11:35am BJ’s Restaurant & Brewhouse: Omnichannel Loyalty Strategies that Maximize Customer Experience and Engagement Concurrent Session Continental Ballroom, First Floor  10:15am – 10:55am Cabela’s: Leveraging Your Proprietary Customer Knowledge for Powerful Digital CRM 10:55am – 11:35am Specialty Fashion Group: Making Omni- Channel Retailing a Reality 11:35am – 12:15pm IKEA FAMILY: How the IKEA Loyalty Program Drives Sales, Creates Engagement and Delivers Relevance for their Customers 12:15pm – 1:15pm Luncheon: Williford Room, Sponsored by dunnhumbyUSA 1:15pm – 2:45pm Roundtable Discussions*: Continental Ballroom *Exhibits open during roundtable discussions General Session, Grand Ballroom  2:50pm – 3:30pm Whole Foods: Virtual Store Floor: Marrying the Heart of your Business with the Heart of your Customer 3:30pm – 3:50pm Refreshment Break: Grand Foyer & Normandie Lounge, Sponsored by Epsilon 3:50pm – 4:30pm ULTA: Taking the Plunge: A Step-by-Step Guide on Understanding Your Customer 4:30pm – 5:00pm Second City Comedy Show 5:00pm – 6:30pm Networking Reception: Grand Foyer & Normandie Lounge, Sponsored by Harte- Hanks Day Three Wednesday, June 19 7:30am – 8:30am Breakfast: Williford Room, Sponsored by Loyalty Lab General Session, Grand Ballroom 8:30am – 8:45am Welcome to Day Three 8:50am – 9:40am Steve Harmon: The Disloyalty Era 9:40am – 10:20am Raley’s: Power to the People: A New Model for Customer-First CRM 10:20am – 10:35am Refreshment Break: Grand Foyer & Normandie Lounge, Sponsored by Epsilon 10:35am – 11:15am Destination Maternity & Jewelry Television: Mobile Best Practices Panel 11:15am – 11:55am The North Face: Succeeding in the New CRM – Customer Loyalty Management 11:55am – 12:15pm Closing Remarks and Giveaway 12:15pm Adjourn  12:15pm – 1:45pm Committee Luncheon: Boulevard A, Second Floor 2
  • 3. Better Connections. Better Results. Better retail experiences are fueled by data. But Big Data alone won’t make the difference. It takes Better Data to create insights that drive seamless shopping and deeper connections between your customers and your brand across the channels they choose. It’s what today’s consumers expect. It’s exactly what Acxiom can help you deliver. Connect with us at CRMC and discover what Better Data can do for you. acxiom.com • 1.888.3acxiom Your customers don’t draw boundaries between online and offline interactions. Now you don’t have to, either.
  • 4. To all of our friends, colleagues, returning attendees, and first-timers, BEFORE YOU READ THE REST OF THIS LETTER, PLEASE PUT AWAY YOUR SMARTPHONES!! THANK YOU. ArecentreportfromcomScoreindicatesthatover120millionAmericans, equating to over 52% penetration in the US, are using smartphones. Looking around at your fellow CRMC attendees, we are quite certain that the penetration in this room today is 100%. No surprise, because you all want to remain CONNECTED to your office, associates, family and friends while you are here. So it was logical that we chose CONNECT as the theme to this year’s CRMC. The need and desire for CONNECTION is more important than ever in today’s society…and especially in today’s business environment. That’s why the 20th Annual CRMC may just be the most important conference you will attend this year. The use of digital is moving at a faster pace than any of us can keep up with. It is essential to stay on top of the technology, the trends, and the success stories if we are going to continue to build meaningful (and profitable) relationships with our customers. CRM is no longer an option for a successful marketing program—it is absolutely critical. The amount of interactive communication between stores and their customers has revolutionized the way people shop. This year’s CRMC is designed to help you stay in touch with your customers and maximize your relationships and revenues in the process. You are in the right place to get the facts and predictions about what works in developing a profitable, long-term relationship with your customers. After all, RELATIONSHIP is our middle name, and more than any previous conference, this year’s event promises to give you more value and more inspiration that will make it worth putting your smartphones away and listening to our outstanding roster of speakers as they present the keys to successful CRM programs today. This year’s group of retail speakers, who are generously offering their time to share their insights with us, will make this year’s event even more beneficial for you and your company. We thank them for making this program possible. Sessions from Bare Necessities, Cabela’s, and Whole Foods Market will show us how social, mobile, and digital is reshaping CRM…and how to utilize these tools both when your customers are in your store and when they are not. ULTA will be here to show how to manage big data and create a single view of the customer. Executives from American Airlines, BJ’s Restaurants, and IKEA will share how they built loyalty through their successful programs. Chico’s, Orvis, Raley’s Supermarkets and The North Face will illustrate how to succeed in omnichannel CRM with today’s hyper-connected customer. Specialty Fashion Group from Australia will be here to give us an international perspective on CRM. Feel free to bring out those smartphones at the end of each session, because while we have provided ample opportunities for you to interact with our presenters during Q&A, you can also text any questions you might want to ask the speakers after their sessions. In addition to our lineup of retail case studies, you will also hear from a diverse range of expert speakers, who will be delivering one keynote per day. On Monday, hear from Brian Solis: Analyst, Sociologist, and Futurist, as he discusses new technologies and marketing strategies of the future. Our Tuesday Keynote, consumer studies pioneer J. Walker Smith, is back by popular demand and will provide a blueprint for creating customer connections in the marketplace to come. On Wednesday, industry disruptor Steve Harmon will discuss what we can all do to stay relevant in the Disloyalty Era. All of our presenters are here to help put you ahead of the competition in your quest to understand today’s consumer buying styles and attitudes, and help you CONNECT better than ever before. Expect numerous take-home ideas and prolific notes in those portfolios of yours, from all of our speakers. We especially want to thank our CRMC Sponsors for providing the support and expertise that are key to our ongoing success. Grab a coffee or a cocktail in the Normandie Lounge and spend some time with CRMC Partner and Platinum Sponsors. Be sure to also visit CRMC Gold And Silver Sponsor Kiosks in the Grand Foyer, just off the Grand Ballroom. You will learn how their solutions can help you and your organization. Our sponsors are here to help our retail attendees become better marketers, and help retail organizations stay ahead. We would not be here without them. We’ve also brought back the Roundtable discussions that give you face- time with our sponsors in a conversational setting, with plenty of time for interaction and peer-to-peer discussion. If you need a break from all the networking that the show provides, or a quiet space to check text messages and emails or charge your smartphone, don’t go too far: visit the Networking and Internet Lounge just above the Normandie in the Boulevard Foyer. When you are not staying connected to the office, be sure to take part in all of the sessions, roundtables, and networking events…and get the most out of your time at the show. This year’s CRMC will provide you with the information and ideas that you need to take back to your offices and put into effect starting tomorrow. So put away those devices and get ready to learn about what it takes to successfully build programs that build loyalty, and relationships that will make you a well-CONNECTED star in our industry! We welcome you and are delighted to bring you another great CRMC. Devon Wylie Craig Wood Jen McMillen CEO Host Retail Committee Chair Welcome 4
  • 5. Craig Wood Head of Insights Integration - The Futures Company Craig currently serves as the Head of Insights Integration for The Futures Company. This division creates actionable database solutions linking proprietary research data with transactional data to deliver ROI and unlock growth. The Insights Integration group provides data-based solutions to Fortune 500 brands. Craig brings to The Futures Company over 20 years of experience in data-driven marketing, deep knowledge of the charitable sector and an arsenal of industry connections forged through a robust marketing and consulting career. Craig rejoined The Futures Company in 2013 after a six-year hiatus to launch and grow Clarity Group. Founded in 2006, Clarity Group was a nationally recognized authority on how to build, maintain and grow customer relationships in the nonprofit sector. Clarity Group served a number of non-profit organizations, most notably United Way Worldwide, YMCA, Family Christian Stores, and a variety of ministries, hospitality firms and organizations representing different causes, missions and faiths. Prior to forming Clarity Group, Craig was group president of Yankelovich (now The Futures Company. A recognized authority on leveraging data and consumer insights, Craig is a highly requested presenter at various industry conferences. He serves on a number of industry committees, including as Chair of the Board of Trustees for the Direct Marketing Educational Foundation (DMEF) and as a member of the Board of Directors of the Direct Marketing Association (DMA). Craig frequently authors articles and provides expert commentary in leading industry and national periodicals and is the co-author of Coming to Concurrence: Addressable Attitudes and the New Model for Marketing Productivity (2004). Craig has also hosted the CRMC conference for seven years. Craig holds a B.S. degree in commerce from the McIntire School of Commerce at the University of Virginia. Craig lives in Chapel Hill, NC, with his wife and two daughters. Devon Wylie CEO - CRMC Devon joined CRMC as Vice President in 2002, and after working with industry pioneer and five-time author Fred Newell for several years, she took over as CEO of the company upon his retirement in 2007. In that role she has led the growth of the Annual CRMC, now in its 20th year. Since Devon took over primary responsibility for the event in 2005, it has more than tripled in size and in prestige, and is now one of the top events in the Retail Marketing industry. In addition to developing and producing the CRMC, Devon also speaks at CRM, Marketing, and Technology conferences in both the U.S. and Latin America. She also manages the popular CRMC Weekly Newsletter, read by over 6,000 marketing executives around the globe. Prior to joining CRMC, Devon was Account Director at Lambesis, a brand development and advertising agency in Del Mar, California. Prior to that, she held an advertising sales position at Car and Driver Magazine. She has also held several positions at Nobel House Resorts, including Director of Corporate Events at Paradise Point Resort in San Diego. Devon earned her Bachelor’s Degree in Marketing and Communications at The University of California, San Diego (UCSD). She currently resides in Denver, Colorado. Jenn McMillen Vice President, Loyalty & CRM - GameStop GameStopisa$9Binternationalretailer,andJennisthecreatorofGameStop’s loyalty program, PowerUp Rewards, which has more than 22 million members. She is a multi-channel retail and relationship marketing expert, and her core areas of expertise are CRM, database marketing, targeted direct marketing, creation and hands-on management of customer programs, quantitative measurement, and modeling/analytics. Prior to joining GameStop, Jenn was head of marketing for $1B retailer Tuesday Morning, leading all direct marketing and national media efforts. Before Tuesday Morning, she was director of CRM for Jo-Ann Fabrics & Crafts, a $2B retailer, and CRM senior manager for AT&T Wireless. Jenn has significant loyalty program creation and management experience, including Blockbuster Rewards, United Airlines’ Silver Wings Plus, Vail Resorts Peaks and eRewards, but started her CRM career managing one of the first national telecom loyalty programs, GTE Mobilnet’s Net Rewards, in the mid-90s. Jenn has an undergraduate degree in journalism and public relations from Indiana University of Pennsylvania and an MBA from Southern Methodist University. Use your phone to submit questions or comments New for 2013! Use your smartphone to send in your questions or comments to our speakers or panel moderators during their presentation. Questions will be displayed on the overhead screen. Text, Tweet or use your web browser. It’s easy, fast and free. Text Message Text CRMC2013 and your message to 22333. Web Browser Submit CRMC2013 and your message to pollev.com. Twitter Tweet @poll CRMC2013 and your message. 5
  • 6. OurSponsors P A R T N E R P L A T I N U M G O L D S I L V E R ® 6
  • 7. Customer-first Crm re-envisioning Crm to build long-term loyalty with the right Customers with dunnhumby, things are looking up Today, customers have many options for how they interact with brands. Unfortunately, for marketers, the path to purchase is no longer linear or even necessarily a path. It is fragmented, crowded with competitive messages and harder to engage the right customers. Strong CRM depends on a balance of push and pull strategies. To achieve sustainable engagement from customers, relevance and value must be delivered. By connecting experience-driven brand engagement (both online and offline) with tangible in-store behavior, dunnhumby helps CPGs develop strategies to drive both emotional and physical loyalty. Learn more at dunnhumby.com or meet us in the Partner Zone Conversation Lounge. dunnhumby is a Partner Sponsor of the CRMC. it’s time to re-envision your Crm strategy with consumer-led insights so you can earn long-term loyalty from your best consumers and acquire more of the ‘right’ consumers into your programs.
  • 8. Committees CRMC Retail Advisory Committee Chair GameStop Jenn McMillen Vice President, Loyalty & CRM Aeropostale Kimberly Brennan Director, CRM & Loyalty American Airlines Yoshi Tanaka Director, Customer Insights and Analysis American Eagle Outfitters Jim Thompson Vice President of CRM, Loyalty, and Online Marketing Army & Air Force Exchange Service Joyce A. Bowers Vice President, Strategic Corporate Communication ANN Inc. Charles Chapek Vice President, CRM Aveda Kelly Eisinger Senior Manager, Loyalty and CRM Bare Necessities Jay Dunn Chief Marketing Officer Bass Pro Shops Sean Breckenridge Director of Marketing eBay Inc. Veronica Katz CSA Retail Marketing, Strategy, and Alliances Family Dollar Thad Wengert Director of Digital Marketing and CRM FTD David Slavick Director, Loyalty and Retention GNC David Sims Vice President, CRM Kohl’s Department Stores Jesse Blount Director, Direct Marketing, Email and Loyalty Strategy Kohl’s Department Stores Chris Duncan Vice President, Strategic Marketing L’Oreal Sarika Rastogi Director, Digital CRM and Loyalty - Lancôme Love’s Travel Stops & Country Stores Drew Graham Corporate Marketing Manager, Special Projects Macy’s Cecelia McLaughlin Vice President Direct Marketing Payless ShoeSource Charles Pascalar Vice President of Marketing Rent-A-Center Tim Pitt Vice President, Marketing Sears Michael Anderson Vice President, Marketing ULTA Paulo Claussen Director of Loyalty Special Advisors & Contributors Ken Banks KAB Marketing Stephanie Fischer Global Retail Marketing Association Rickie Hall Rickie Hall and Associates Bob Thacker Adopt A Classroom 89Degrees Arthur Sweetser Chief Marketing Officer Acxiom Jim Harold  Group Vice President, Consumer Industries Affinity Tom Tracy SVP, Retail Strategy and Account Management Aimia Alan Goldstein Vice President, Managing Director Alliance Data Kurt Brown Director Client Sales Anchor Retail Solutions Mark Schenker President brierley+partners Bill Dandy Chief Client Officer & Executive Vice President CQuotient Graeme Grant President & COO Customer Communications Group Sandra Gudat President and CEO Dotomi, a ValueClick Company Jason Baadsgaard Senior Vice President, Strategic Account Development dunnhumbyUSA Amir Zaheer Vice President, Client Leadership Epicor Will Stephenson Solutions Engineer, CRM Epsilon Stacy Fleming Director of Marketing Experian QAS Erin Haselkorn Senior PR and Marketing Specialist   Harte-Hanks Linda Clasen Senior Vice President, Retail Solutions Infogroup Targeting Solutions Kelly Kennedy Senior Vice President, Enterprise Sales Inte Q Bob Thacker Chief Marketing Strategist Key Ring Addi Hall Lead Sales and Account Manager Kobie Marketing Bram Hechtkopf VP of Business Development and Marketing Loyalty Lab Nicole Colich Marketing Manager MasterCard Worldwide Andy Mantis Senior Vice President, Merchant Solutions Neustar Doug Diem Executive Director Olson Suzy Cox Sr. Vice President 1to1 Pitney Bowes Gary Briars Managing Director (Retail) QuadGraphics Dan Dunn Sales Director RR Donnelley Pamela Gaul Director, Market & Business Development SDL Dirk Moore SVP of Sales, Americas SG360˚ Don Farrell National Accounts Director Specialty Print Communications Bill Mattran SVP of Business Development Speedeon Data Gerard Daher  President & CEO VMBC Joseph Cox  President Wiland Direct Brent Eskew EVP – Sales and Marketing 2013 Retail Advisory Committee 2013 Sponsor Advisory Committee 8
  • 9. Igniting consistent brand messaging to enhance the customer experience at every touchpoint DATA | ANALYTICS | TECHNOLOGY | AGENCY customer relationships ignited 1.800.309.0505 | epsilon.com | info@epsilon.com
  • 10. Harte-Hanks, Inc. contactus@Harte-Hanks.com 800-456-9748 www.harte-hanks.com Visit us in the Normandie Lounge at CRMC, June 17-19 in Chicago. The connected consumer’s path to purchase requires new retail thinking. Harte-Hanks is a marketing services company that offers the right combination of integrated, multichannel, data-driven solutions for retail marketers. Our Consumer Connectioneering methodology is one such example. This is where disparate marketing channels are united to create a single holistic view of your consumers’ activities. As a result, we’re able to more fully understand your consumers’ behavior and then create impactful brand moments. And that leads to incremental ROI. Harte-Hanks delivers the services and results retailers need to win in the market.
  • 11. FIRST FLOOR/LOBBY LEVEL Registration–8th StreetSouth Concurrent Session – Continental Roundtables:CRM,Marketing, and Digital– Continental SECOND FLOOR General Session – Grand Ballroom Partner & Platinum Sponsor Conversation Lounges – Normandie Lounge Gold and Silver Sponsor Kiosks – Grand Foyer Day One Workshops – Boulevard Rooms Internet & Networking Lounge – Boulevard Foyer THIRD FLOOR Breakfasts and Luncheon – Williford Room SECOND FLOOR Grand Foyer GOLD & SILVER SPONSOR KIOSKS Map 12
  • 12. FIRST FLOOR Hotel Foyer Escalator Lobby StairsStairs Bar Bar General SessionGRAND BALLROOM Boulevard RoomsPRE-CONFERENCE WORKSHOPS & THE INTERNET & NETWORKING LOUNGE ® PARTNER & PLATINUM CONVERSATION LOUNGES Normandie Lounge 13
  • 13. TofC/GeneralInformation In-Room Internet Complimentaryin-roominternetserviceisprovidedtoallCRMCattendees. Badges Please wear your badge at all times. Badges are required for access to conference events, and those not wearing badges will not be allowed access to event for security reasons. Breakfast Breakfast will be served Tuesday and Wednesday morning from 7:30am- 8:30am in the Williford Room, located on the Third Floor. Breakfasts are sponsored by Loyalty Lab. Breaks The Coffee and Refreshment Breaks are located in the Grand Foyer and Normandie Lounge and will be held at 3:50pm on Monday, 9:50am and 3:30pm on Tuesday, and 10:20am on Wednesday. Coffee and Refreshment Breaks are sponsored by Epsilon. Exhibits Sponsor Exhibits are located in the Grand Foyer (Gold and Silver Sponsor Kiosks) and Normandie Lounge (Partner and Platinum Sponsor Conversation Lounges) and are there for you to visit during the four Refreshment Breaks, two Receptions, and Roundtable Discussion Session. A map of the exhibit areas can be found on page10. Be sure to stop by and meet representatives from all of the companies that make the CRMC possible. Visit 20 of the 31 sponsor exhibits and you will be entered to win an Apple iPad, iPod, Gift certificates, and more at the end of the event. Evaluations Your feedback is vital to us as we develop future CRMC programs. Please fill out the speaker evaluation forms during the event, and/or complete the post-event survey, which will be emailed to you following the event. Luncheon Tuesday’s Luncheon will be held from 12:15pm -1:15pm in the Williford Room. The Luncheon is sponsored by dunnhumbyUSA. Receptions The Welcome Reception will be held Monday from 5:00pm-6:30pm, and is sponsored by Acxiom. The Networking Reception will be held Tuesday from 5:00pm-6:30pm, and is sponsored by Harte-Hanks. Both Receptions will be held in the Grand Foyer and Normandie Lounge. Roundtable Discussions TheRoundtableDiscussionswillbeheldonTuesdayfrom1:15pm-2:45pm. They are divided into three categories: CRM, Marketing and Digital and will be held in the Continental Ballroom on the First Floor. Please refer to Page 37 of the showbook for a list of all Roundtable Discussions. Sessions On Monday, the General Session takes place in the Grand Ballroom and begins at 2:00pm. The General Session concludes at 5:00pm. Tuesday’s General Session also takes place in the Grand Ballroom, beginning at 8:30am and concluding at 5:00pm. Tuesday’s Concurrent Session will be held from 10:15am to 12:15pm. Session A (Chico’s/Orvis and BJ’s Brewhouse) takes place in the Grand Ballroom. Session B (Cabela’s and Specialty Fashion Group) takes place in the Continental Ballroom on the First Floor. Following the Concurrent Session, the Luncheon begins in the Williford Room. Wednesday’s Session begins at 8:30am and the conference concludes at 12:45pm. Smartphones Please remember to keep your phones turned off or in silent mode during the presentations. Staff Staff members wear identifying badges and are here to help, so please feel free to call on them for questions or assistance. Speaker Handouts Conference presentations that are made available to us will be posted on the CRMC Community site following the event at http://community. thecrmc.com. We encourage you to become a member to stay connected with the CRMC Community throughout the year. 2 Agenda at a Glance 4 Welcome 6 Our Sponsors 8 Committees 12 Map 16 Agenda Day 1 20 Agenda Day 2 28 Agenda Day 3 33 Optional Workshops 37 Roundtable Discussions 42 Sponsor Info 14
  • 14. Insight. Access. Action. Impact. Find out how to take your business to the next level at the CRMC, visit our conversation area in the Normandie Lounge. affinitysolutions.com Brierley+Partners offers the full range of CRM and loyalty services. The thinking. The technology. The execution. We provide everything you need to succeed – all delivered with our real-time technology capabilities. No wonder we’ve been named a leader by The Forrester WaveTM evaluation of Loyalty Service Providers, as well as a Gartner Certified Marketing Services Provider. For the best of everything, contact us today at 800-899-8700 or visit our website at brierley.com Advancing CRM + Loyalty The best of everything in CRM+Loyalty keeps getting better > BP_11231_CRMC_2013_AD_XF.indd 1 3/7/13 2:29 PM
  • 15. Registration Desk - First Floor 10:00am – 5:00pm Registration Boulevard Rooms - Second Floor 11:30am – 1:30pm Optional Workshops See page 33 for workshop details Epsilon Unlocking Retailers’ Top 3 Challenges: Matching is the Key to the Kingdom Loyalty Lab Customer Loyalty Management: The New CRM and its impact on marketers’ relationship with consumers. Harte-Hanks Your CONNECTED CONSUMERS absolutely know what they want… Do you? Grand Ballroom - Second Floor 2:00pm - 5:00pm General Session 2:00pm – 2:15pm Welcome to CRMC 2013: Craig Wood, CRMC Host & Head of insights Integration - The Futures Company 2:15pm – 3:00pm Altimeter Group The Rise of Syndicated Commerce, Hybrid Theory, Nicheworks, and Social IQ Commerce, mobile commerce, e-commerce, c-commerce…it all sounds a bit ridiculous when you look at it. But when you think about it, the future of commerce is quickly evolving because technology’s impact on customer expectations and behavior is necessitating it. To win in the new moments of truth requires a different approach and a different understanding. Brian Solis will review the convergence of syndicated commerce, omnichannel engagement, and the art and science of connecting through social nicheworks. Brian Solis Principal Analyst - Altimeter Group 3:00pm – 3:10pm Brian Solis Q&A AgendaDay1 16
  • 16. Brian Solis Principal Analyst - Altimeter Group A leading thinker on the impact of social media on business and culture, Brian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media. A digital analyst, sociologist, and futurist, Brian has studied and influenced the effects of emerging media on business, marketing, publishing, and culture. His book, Engage, is regarded as the industry reference guide for businesses to build and measure success in the social web. His most recent book, The End of Business As Usual, explores the rise of the connected consumer, their effect on the bottom line, and how organizations can adapt to effectively compete for their attention, their business or contribution, and most importantly, their loyalty. Brian is a Principal Analyst at Altimeter Group and works with businesses on new media strategies and frameworks to build bridges between companies and customers, employees, and other importantstakeholders.Additionally,hespecializesinchangemanagement to help businesses (and the leadership team) introduce new media resources, systems and processes, and management layers to effectively embrace and excel around the connected customer. As a result, CRM Magazine named Brian as an influential leader of 2010. Brian’s ideas and perspective is often cited in the press such as The New York Times, The Guardian, The Wall Street Journal, and many other business, technology, and mainstream outlets. Brian is an avid speaker, keynoting conferences and corporate events around the world. His work in new media dates back to 1997 when he was originally tasked with building branded communities in forums and discussion boards, which represented the foundation of his future study. This work continues today with a primary focus on closing the gap between strategy and execution in relation to business, creative, and intelligence. His blog, BrianSolis.com is among the world’s leading business and marketing online resources, ranking among the top 1% of all blogs tracked by Technorati. Brian is also ranked as one of the leading voices in the AdAge Power 150 index of worldwide marketing bloggers. He actively contributes to FastCompany, BusinessWeek, AdAge, Harvard Business Review, and Mashable. Prior to joining Altimeter Group, Brian led interactive and social programs for Fortune 500 companies, notable celebrities, and Web 2.0 startups since 1999 as Principal of FutureWorks. 17 On your journey from chaos to competitive edge, Aimia unites unmatched global expertise with our highly configurable secure loyalty platform to give you a loyalty advantage unlike any other. To see how our loyalty insights can deliver results for your business, contact business-development.us@aimia.com. Aimia.com/B2Cloyalty © 2013 Aimia Inc. All Rights Reserved. peOple BeTTeR ResulTs plATfORm
  • 17. 18 Day 2 continued 3:10pm – 3:45pm American Airlines Customer and Competitive Insights for Effective CRM Traditional retailers may have a difficult time understanding the seemingly insurmountable customer loyalty challenges faced by today’s airlines. Imagine how your loyalty program might look 30 years from now: Every competitor has a well-established program that looks more or less like yours. How would you keep your best customers engaged when they already know the nuts and bolts of your program? How would you serve a customer base so disparate that the most valuable customers are easily 1,000 times more profitable than regular customers? The good news is that you also have an extremely rich pool of customer data – so rich that even you don’t know the depth of customer insight it can provide. In this session, you will learn how American Airlines has consistently developed new CRM strategies in this very unique environment since it launched AAdvantage – the world’s first frequent flyer program – in 1981. Gain valuable ideas and strategies for your own loyalty program from this pioneer in the loyalty space. Yoshi Tanaka Director – Customer Insights and Analysis - American Airlines 3:45pm – 3:50pm American Airlines Q&A 3:50pm – 4:10pm Refreshment Break: Sponsored by  Grand Foyer and Normandie Lounge 4:10pm – 4:15pm Session Introduction: Amir Zaheer, Vice President, Client Leadership - dunnhumbyUSA 4:15pm – 4:55pm Bare Necessities Transmedia - The 21st Century Marketing Strategy for a Multi-Screen Consumer Landscape Tablets,smartphones,mobileapps,t-com,m-com,time-shifting,6-secondvideo,pushnotifications, content marketing — the platforms, devices, and techniques are evolving faster than business can keep up with. For marketers and CRM executives, today’s strategy is dead yesterday, and the consumer is the trailblazer. So what to do? Jay Dunn introduces “Transmedia,” his concept that merges the storytelling strategies of Hollywood, comic books, video games, and interactive media and the opportunity retail marketers have to captivate consumers, create and distribute winning content and marketing, and disrupt a mobile, multi-device consumer to deliver business success in the 21st century. Jay Dunn Chief Marketing Officer - Bare Necessities 4:55pm – 5:00pm Bare Necessities Q&A Grand Foyer and Normandie Lounge 5:00pm – 6:30pm Welcome Reception: Sponsored by 
  • 18. Yoshi Tanaka Director, Customer Insights and Analysis - American Airlines Yoshi has been the director of Customer Insights and Analysis for five years. He and his team manage customer acquisition and retention initiatives and provide customer insights to various departments, such as airports, scheduling, sales, and marketing, within American. Yoshi grew up in Tokyo and worked for Canon Inc. prior to moving to the US. He has an MBA from Cornell University and lives in Irving, Texas, with his wife and 11-year old daughter. Jay Dunn Chief Marketing Officer - Bare Necessities Jay Dunn is Chief Marketing Officer at Bare Necessities (http://www. barenecessities.com); former Vice President of Marketing for Lane Bryant; co-author of The Art of Social Sales; frequent contributor to SocialMediaToday.com; and writes a new blog on all things marketing, digital, and social media at http://JayDunnOnline.com. An accomplished marketer and in-demand speaker, Jay’s trademark style – insightful, eclectic, never long between laughs – lends itself to an engaging and provocative commentary on social media, retail marketing, the economy, and the current challenges facing business today. Combining his expertise in marketing, design, and branding with his passion for new and social media, ecommerce, and technology, Jay and his teams have produced award-winning campaigns that have reinterpreted retail marketing for Lane Bryant, Brookstone, and The Home Depot, among others. In 2010, Jay’s Cacique lingerie ad campaign created a national media firestorm with a battle between Fox, ABC, and American Idol, generating over 6 weeks of media coverage and an estimated $43M in earned media. The campaign has won numerous awards including an two Effies, two Tellys, two Prisms, the Platinum AME for North America, and a Racie from the National Retail Federation. In addition, the campaign was named Brandweek’s Top Story of 2010. Since joining Bare Necessities in 2011, Jay’s marketing vision and retail experience have propelled Bare Necessities to the forefront of ecommerce, digital, and mobile, resulting in explosive business and customer growth for the beloved intimate apparel brand. Jay sits on the board of directors of Retail Advertising & Marketing Association (RAMA, a division of the National Retail Federation); is an advisory board member of The CRMC, The Global Retail Marketing Association (GRMA), and the Zimmerman Advertising Program at his alma mater at the University of South Florida. Connect with Jay: Blog: http://JayDunnOnline.com; LinkedIn: http://www.linkedin.com/in/JayDunn; Google+: http:// gplus.to/JayDunnOnline ; Facebook: http://www.facebook.com/ JayDunnOnline; Twitter: http://twitter.com/JayDunnOnline; Pinterest: http://pinterest.com/JayDunnOnline
  • 19. AgendaDay2 Williford Room - Third Floor 7:30am – 8:30am Breakfast: Sponsored by  Grand Ballroom - Second Floor 8:30am – 12:15pm General Session 8:30am – 8:45am Welcome to Day Two: Jenn McMillen, CRMC Retail Advisory Committee Chairwoman and Vice President, Loyalty & CRM – GameStop 8:45am – 8:50am Second Day First Session Introduction: Michele Fitzpatrick, Executive Vice President, Strategy & Marketing - The Agency Inside Harte-Hanks 8:50am – 9:40am The Futures Company Customer Connections in the Kinship Economy: What Matters More When Relationships Matter Most Consumers continue to pivot away from marketers and towards one another. A people- to-people focus has replaced brand-to-consumer, ushering in a new Kinship Economy in which social currency is the most valuable medium of exchange. With this social overlay comes a transformative Future Shopper. Attend this session to learn the core building blocks of kinship engagement, and how they provide a blueprint for creating sustainable customer connections in the marketplace to come. J. Walker Smith Executive Chairman – The Futures Company 9:40am – 9:50am The Futures Company Q&A Grand Foyer and Normandie Lounge - Second Floor 9:50am – 10:10am Refreshment Break: Sponsored by  J. Walker Smith Executive Chairman - The Futures Company The Futures Company is a market-proven, award-winning marketing strategy consultancy, that is part of the Kantar Group of WPP, with a mission of “unlocking new sources of growth for clients” though its global expertise in foresight and futures. Walker has been described by Fortune magazine as “one of America’s leading analysts on consumer trends,” and he consults with clients globally about trends, futures, marketing and advertising strategy. He is the co-author of four highly regarded books, including Rocking the Ages (1997), a book about generations now regarded as one of the standards in the field that has been included in one list of the top 100 marketing books, and Life Is Not Work, Work is Not Life (2001), selected by the Wall Street Journal as one of the ten best work-life books of 2001. He is a much sought-after speaker, a columnist for Marketing Management, a blogger for Branding Strategy Insider, an avid daily tweeter of links to must-see material and a former public radio commentator. His presentation at TEDxPeachtree 2012 led off the program. Walker is a 2012 inductee into the N.C. Advertising Hall of Fame. Walker holds a doctorate in Mass Communication from the University of North Carolina at Chapel Hill. jwalker.smith@thefuturescompany.com; twitter.com/jwalkersmith; linkedin.com/pub/j-walker-smith/8/51/717. 20
  • 20. Grand Ballroom – Second Floor 10:10am - 12:15pm Concurrent Session 10:10am – 10:15am Second Day Second Session Introduction: Stacey Hawes, Senior Vice President - Epsilon 10:15am – 10:45am Chico’s and Orvis  Retailers Rejoice: How Customer Insights Can Lead to Greater ROI Who are your best customers and what do you know about them? These two questions are top of mind for retailers. Today, a true 360-degree view of the customer is required to understand their needs and effectively market to them in an omnichannel environment. In this session, women’s specialty retailer Chico’s and traditional sporting retailer Orvis will discuss how their brands successfully use customer insights to unlock this challenge. Attendees will learn specific ways to leverage customer insights from different sources to communicate intelligently with their best customers across channels to impact purchase behavior. Keith Clark Vice President CRM and Consumer Insights - Chico’s Eric Johnson Senior Marketing Manager - Orvis Stacey Hawes Senior Vice President - Epsilon 10:45am – 10:55am Chico’s and Orvis Q&A Keith Clark VP CRM and Consumer Insights - Chico’s My name is Keith. After 25 years in Marketing, CRM, and Consumer Insights, I am still fascinated by why consumers do what they do. I am even more fascinated when I can get consumers to do what I want them to do. While I am currently trying to figure out which fashions Chico’s customers want next in their closet, I have also marketed everything from cars to cat food. I spent the first half of my career working for some of the best advertising agencies in the business. For the last 14 years, I have been in retailing with the likes of Toys R Us, Lane Bryant, HSN, and Chico’s FAS. I am comfortable and proficient working across an array of customer touch points (broadcast, print, point-of-purchase, call center, direct, online, mobile and social), and am thankful I work in such a dynamic field. I believe Marketing is a contact sport, and that we obtain the best insights and outcomes when we blend our analytic wizardry with one-on-one customer experiences. If you haven’t met her, you can’t know her. Eric Johnson Senior Marketing Manager - The Orvis Company Eric is currently a Senior Marketing Manager at The Orvis Company. In his 15 years with Orvis, he has been involved in all facets of their US and International catalog marketing. He currently provides analytical support and insights to the catalog marketing team as they plan across channels and Orvis’ six product categories – Women’s and Men’s Apparel, Gift & Home, Pets, Fishing and Hunting. Given the complex nature of the business, he is constantly looking for opportunities to improve the data models used to drive the optimum balance of customer retention, reactivation and acquisition, while keeping a keen eye on the Lifetime Value of each customer segment. Prior to joining Orvis, Eric spent 11 years at L.L.Bean, starting in Customer Service, then working up through the ranks in Customer Acquisition and International Marketing roles. Stacey Hawes Senior Vice President - Epsilon During her 13 year tenure at Epsilon, Stacey has driven the company’s Multichannel Merchant, B-to-B, and Retail units to unprecedented levels of customer satisfaction and growth. In her leadership role, Stacey manages the sales process, account management and new business development teams and actively participates on the executive team to shape the company’s offerings, paying particular attention to customer needs. A “Who’s Who” in B2B Marketing in 2005 and 2006, Stacey is also very involved in the direct marketing industry. She has vice-chaired a DMA committee and currently serves as a board member for NEMOA. 21
  • 21. Day 2 continued 10:55am – 11:25am BJ’s Restaurant and Brewhouse Omnichannel Loyalty Strategies that Maximize Customer Experience and Engagement BJ’s Restaurants, Inc. is one of the most innovative and profitable casual dining restaurant concepts in the world. A companywide commitment to providing an unparalleled customer service experience, and their diehard fan base has fueled incremental growth and new expansion plans for 2013. BJ’s launched its first system-wide Premier Awards program in July of 2012—a multi-layered best-in-class program that is being touted as one of the most innovative customer loyalty and engagement programs in the marketplace. As a result, BJ’s is able to maximize outreach across all available channels, especially through online, social media and mobile, utilizing behavioral segmentation to personalize engagement, drive loyalty and deliver ROI. Join Matt Hood, CMO as he shares the BJ’s journey over the years and how the company is embracing emerging technology to prepare for the future. Learn from BJ’s best practices methodology, explore effective use tactics and channels to engage members and how to create meaningful experiences across touch points, and learn how the right technology can provide a total end-to-end marketing solution to measure, track, and modify incremental customer behaviors that impact customer lifetime value. Matt Hood Chief Marketing Officer - BJ’s Restaurants, Inc. Michael Hemsey President - Kobie Marketing 11:25am – 11:35pm BJ’s Q&A 11:35am – 12:05pm IKEA FAMILY How the IKEA Loyalty Program Drives Sales, Creates Engagement and Delivers Relevance for their Customers Live for less than two years across its 38 U.S. locations, IKEA’s loyalty program, FAMILY, has nearly 3.9 million members. Like the iconic brand itself, the IKEA FAMILY loyalty program is truly unique. In an era of “me too” loyalty programs, how did IKEA concept and deliver a different loyalty program like FAMILY? In this session, learn what makes FAMILY special, how IKEA keeps the program fresh and distinctive, and how IKEA is using this rich customer, channel, and transactional data to drive sales and deliver relevance to their customer. Diane Zoll Loyalty Program Manager – IKEA Laura Saati Vice President Strategic Marketing Services – 89 Degrees 12:05pm – 12:15pm IKEA Q&A Diane Zoll Loyalty Program Manager - IKEA Diane has over 15 years of marketing and communications experience in the retail industry. A 15-year IKEA veteran, Diane is responsible for the IKEA FAMILY Loyalty Program in her current position as Loyalty Program Manager. Diane managed the launch of IKEA FAMILY in the United States in 2011 and currently oversees all components of the program including development and implementation of strategies to improve acquisition, engagement, and retention of membership. Prior to her current role, Diane was a member of the IKEA Public Relations team, coordinating the grand openings of 19 new IKEA stores in the US. Diane is a graduate of Bucknell University. Laura Saati VP Strategic Marketing Services - 89 Degrees A marketing industry veteran, Laura brings more than 20 years of experience to 89 Degrees’ Strategic Marketing Services group. Her expertise in digital 1:1 marketing was key in developing cross-channel programs for top-tier retail, financial services and travel and hospitality clients. With a focus on delivering measurable ROI-based programs, she has developed successful programs for clients including CVS Caremark, TJX, Kmart, Rue La La, JetBlue, and Sallie Mae. Prior to 89 Degrees, Laura served as Vice President, Retail Practice for e-Dialog, and Vice President of Account Services for Harte-Hanks Direct Marketing. Laura is a graduate of Texas A&M University. 22
  • 22. Matt Hood CMO - BJ’s Restaurants, Inc. Matt is Chief Marketing Officer of BJ’s Restaurants Inc. Prior to joining BJ’s in January of 2008, he served as a marketing and strategy consultant to the restaurant industry, and also served as the national restaurant brand consultant for Google, Inc. From 2002 to 2006, Matt worked for Fired Up, Inc., owner and operator of the Carino’s Italian Grill restaurant concept, with his last position as Senior Vice President, Marketing and Brand Development. Prior to that, he was co-founder of a loyalty database marketing company, AIM Technologies, serving the professional sports and entertainment industries. Early in his career, Matt was a marketing manager for Brinker International, which owns and operates the Chili’s Grill and Bar and Maggiano’s casual dining concepts. Matt is a cum laude graduate of Texas Christian University and also has an MBA in marketing and entrepreneurship from the Kellogg Graduate School at Northwestern University. Michael Hemsey President - Kobie Marketing As President of Kobie Marketing, Michael is responsible for leading all facets of the loyalty marketing organization including business development, IT initiatives, client services, as well as the overall direction of the Kobie brand. For 20 years, Michael has cultivated a rich background in client services, product development, marketing, technology and operations through several key posts. Prior to Kobie Marketing, Michael was Executive Vice President of TSYS Loyalty (formerly ESC Loyalty) and led the loyalty marketing implementation and relationship management teams serving the world’s largest issuers and retailers. Michael served as Director of Product Management at Broadvision, a worldwide enterprise software company, where he was responsible for developing the company’s employee portal platform offering. In addition, he has held client relations and marketing leadership positions at Consumer Financial Network, an e-commerce platform of insurance and financial service providers, and Mutual of New York (MONY). A graduate of the University of Notre Dame with a Bachelor of Arts in Government, Michael has served on the Board of Notre Dame Alumni, NJ; and held board member posts at DataComm Electronics, based in Atlanta, GA; and Loeffler Randall Inc, based in Brooklyn, NY. 23
  • 23. Day 2 continued Continental Ballroom - First Floor 10:15am - 12:15pm Concurrent Session 10:15am – 10:45am Cabela’s Leveraging Your Proprietary Customer Knowledge for Powerful Digital CRM Is your business leveraging its proprietary customer knowledge to build strong customer intimacy and a seamless omnichannel experience? Come to this interactive session to learn first- hand how Cabela’s is turning consumer insights into real-time personalized communications for greater marketing efficiency and a unique conversation with each individual. Corey and Jason will show how to effectively Engage consumers with unprecedented Digital CRM strategies for the most relevant messaging over time, drive the right investment at the individual level with a consistent brand voice across consumer touch- points, and demonstrate a clear sense of financial outcomes for your marketing investments. Corey Bergstrom Senior Director Digital & Ecommerce – Cabela’s Jason Baadsgaard Senior Vice President, Strategic Account Development - Dotomi 10:45am – 10:55am Cabela’s Q&A 10:55am – 11:25am Specialty Fashion Group Making Omni-Channel Retailing a Reality SFG is Australia’s largest women’s apparel group, focused on omni-channel retailing and delivering personalization to seven million Loyalty Members, while operating seven brands through a single omni-channel platform. SFG’s streamlined marketing process and efficiency enables them to deliver personalized, targeted communications based on the behavior of individual customers, ultimately supporting their omni-channel strategy. During this presentation, the audience will hear insights that are valuable to a broad marketing audience, from CMOs and marketing managers, to campaign managers and marketing analysts – all of whom face the challenge of providing a consistent customer experience in the omni-channel world of today’s empowered consumer. Kerr Maclean CMO – Specialty Fashion Group 11:25am – 11:35am Specialty Fashion Group Q&A Williford Room - Third Floor 12:15pm – 1:15pm Luncheon: Sponsored by  Continental Ballroom - First Floor 1:15pm – 2:45pm Roundtable Discussions (see page 37) 24
  • 24. Corey Bergstrom Senior Director of Digital & Ecommerce - Cabela’s Corey has been with Cabela’s since 2004. He has led areas in advanced analytics, direct marketing, and list brokerage along with creating the market research and data sciences departments. In his current role as Senior Director of Digital & Ecommerce he is responsible for all things digital, including Digital Merchandising, Digital Marketing, Analytics, User Experience, and the social and mobile platforms. Prior to Cabela’s, Jason spent over ten years running marketing, advanced analytics, and loyalty functions for Footlocker. com, Lands’ End, Carlson Marketing Group and Metris. Jason holds an MBA from St. Cloud State University and a degree in statistics from North Dakota State University. Jason Baadsgaard SVP, Strategic Account Development - Dotomi, a ValueClick Company Jason heads up Dotomi’s Client Development group focused on partnering with leading IR retailers and Fortune 500 enterprises to drive multichannel results with individual marketing at scale. He has extensive experience building brands, hiring and developing talent, consulting with leading companies, and ramping multiple start-ups from $0 to significant revenue. His last 10 years have concentrated on industry-pioneering digital companies. Jason has a proven record of tackling the complex challenges of retail marketing with data-driven strategies, consumer insights, and analytics. Mr. Baadsgaard holds an MBA and a degree in economics from Texas A&M University. Kerr Maclean CMO - Specialty Fashion Group KerrjoinedSpecialtyFashionGroup(SFG)team in October 2012 to lead Noodlebox, a wholly owned business of SFG. Noodlebox is a market leader in customer insights and engagement that blends art with science to support its clients’ customer acquisition, engagement, and retention strategies. Noodlebox are responsible for consulting to SFG’s brands and supporting the implementation of the omni-channel platform that supports SFG’s loyalty database, the largest women’s database in Australia with over seven million members. Prior to this role, Kerr worked in the CPP Group in the UK where he was Head of Market & Customer Insight and has also worked with Nestle Confectionary, Tesco Bank, and Standard Life in the UK where he developed his obsession with delivering a great customer experience across an organization. 25
  • 25. Day 2 continued Grand Ballroom – Second Floor 2:45pm - 4:30pm General Session 2:45pm – 2:50pm Afternoon Session Introduction: Jim Harold, Group Vice President, Consumer Industries – Acxiom 2:50pm – 3:20pm Whole Foods Virtual Store Floor: Marrying the Heart of your Business with the Heart of your Customer Effectively marrying the retail store experience with customer expectations of social media brand engagement can be a delicate dance. At Whole Foods Market, we think of our social communities as a virtual store floor, an extension of the physical store where customers can experience the brand in new and exciting ways. By focusing on creating engaged communities on the virtual store floor, marketers add value to customers by helping them draw connections between their personal lifestyle goals and needs through content that fuels their passion and sets context as to how the brand and store products can help. In this presentation, Natanya will share real world examples of Whole Foods Markets social engagements that built community and directly supported retail business objectives. She will cover strategies and tactics for creating engaged communities on the virtual store floor. The audience will also learn how visual storytelling within social networks such as Pinterest and Instagram supports and furthers virtual store floor success. Challenges and opportunities measuring sales impact will be discussed, and how virtual store floors can assist with hyper-local social efforts. Natanya Anderson Social Media and Community Team Lead - Whole Foods 3:20pm – 3:30pm Whole Foods Q&A 3:30pm – 3:50pm Refreshment Break : Sponsored by  3:50pm – 4:20pm ULTA Taking the Plunge: A Step-by-Step Guide on Understanding Your Customer Creating a single view of the customer is a daunting task for retailers. For most, they have access to a vast amount of rich data, but it is inconsistent across various systems, making it nearly impossible to extract valuable customer information and create relevance across all communications channels. Marketers are asked to take this information from disparate systems to better understand their customers, but they aren’t given any guidance on how or where to start the process. In fact, more questions than answers often arise. Eric Messerschmidt from ULTA Beauty can not only address these questions, but discuss real- life experiences on how the company was able to quickly and efficiently take data sources from 30+ data feeds and seven systems to create a single view of their customer. During this session, he will provide a step-by-step guide on how ULTA tackled this problem and also created loyalty among customers by developing relevant and targeted communications across multiple channels. Eric Messerschmidt Vice President of Loyalty and CRM - ULTA 4:20pm – 4:30pm ULTA Q&A 4:30pm – 5:00pm Is Big Data TMI? Or is it more than we’ll ever know? Maybe the best way to understand it is to laugh at it. Second City, America’s premier comedy theater, presents a Romp Through Big Data at CRMC. Sponsored by Grand Foyer and Normandie Lounge - Second Floor 5:00pm – 6:30pm Networking Reception: Sponsored by  26
  • 26. Natanya Anderson Social Media and Community Team Lead - Whole Foods Market Natanya is a marketing expert with 20 years’ experience building bridges between brands and their customers through customer-centric content – from video and interactive experiences to print publications. At Whole Foods market, she is responsible for the integration of creative and content into web 2.0 and social environments, creating customer-centric content experiences to build the brand’s digital communities. With an eye on best practices that enable Whole Foods Market to respond to the constantly changing web and marketing landscapes, Natanya continuously makes content and social tools relevant to Whole Foods and its customers. She also serves as President of the Austin Food Blogger Alliance and blogs for the Austin Food Lovers’ Companion. Eric Messerschmidt Vice President of Loyalty and CRM - ULTA Eric is Vice President of Marketing Strategy, Loyalty and CRM for ULTA. He has 25 years of experience in marketing and sales across a variety of industries, including retail, technology, and software. Prior to ULTA, Eric was Divisional Vice President of Loyalty Marketing for Sears Holdings Corporation (SHC), where he helped create and launch Shop Your Way Rewards, one of the fastest growing loyalty programs in history and winner of the 2011 Colloquy Master of Enterprise Loyalty Award. He led Marketing at Rewards Network, a loyalty marketing company in the restaurant industry, and he has held various senior positions at CCC Information Services, SBC, Ameritech and AT&T. Eric is a graduate of the University of Chicago and the University of Illinois, and makes his home in the Chicago area. 27
  • 27. Williford Room - Third Floor 7:30am – 8:30am Breakfast: Sponsored by  Grand Ballroom - Second Floor 8:30am – 12:15pm General Session 8:30am – 8:45am Welcome to Day Three: Jenn McMillen and Craig Wood 8:45am – 8:50am Third Day Session Introduction: Matt Elders, VP of Loyalty Lab – TIBCO Software, Inc. 8:50am – 9:30am Taleee The Disloyalty Era With consumers as king, and information as ruler, where does that leave retailers selling many of the same goods? These powerful forces are combining: Big data, product transparency, channel collapse, customer opinion, and more to challenge retailers more than ever. Are you looking at the right data? Why should a customer endure your sales team and parking lots? You may have CRM but do you have CEM? Join this session to get ahead of the game with fresh insights to turn the new era of disloyalty to your advantage. Steve Harmon CEO - Taleee 9:30am – 9:40am Steve Harmon Q&A 9:40am – 10:10am Raley’s Power to the People: A New Model for Customer-First CRM Customers are becoming their own CMOs, defining their own marketing mix, and deciding which businesses and messages will make the cut. In this hyper-connected, hyper-competitive, customer-driven world, creating sustainable business growth requires much more than data mining and singular tactics. California-based grocery retailer Raley’s has adopted a new go-to-market strategy, one that allows them to engage customers in their brand story and then deliver to the individual. This presentation will give attendees an inside look into Raley’s “non-traditional” loyalty program Something Extra™ and the subsequent launch of the first retailer-branded online advocacy platform. Hear from Raley’s on how they put the person into their personalization strategy - in targeting, content, products, rewards, offers, and design. David Palmer Vice President Marketing & Consumer Relationships - Raley’s Family of Fine Stores Adrian Newson Senior Vice President Client Leadership - dunnhumbyUSA 10:10am – 10:20am Raley’s Q&A AgendaDay3 28
  • 28. Steve Harmon Founder and CEO - Taleee Steve is founder and CEO of Taleee, the consensus engine, that enables businesses to harness customer experience and big data to improve sales and service. In the past 18 years he has spent his career at the forefront of the Internet, media, research and venture capital fields serving in a variety of capacities. As an investor, Steve led an investment in the company that disrupted advertising, Ad Sense, later sold to Google. He has served as CEO of Taleee, eHarmon Ventures and Spark Entrepreneurs, Vice President of Corporate Development for local online marketplace LiveDeal, Vice President of Business Development for multimedia Mecklermedia/Internet.com, head of business strategy, senior analyst, and market forecaster for the original Jupiter Research, Marketsnap Research and Paul Kagan Associates. Steve has also advised dozens of ventures including AOL, Netscape, Songza, Oracle, Viacom and more. His bestselling digital building business book (Bloomberg Press), Zero Gravity 2.0, sold worldwide in 8 languages and was hailed by Guy Kawasaki, Marc Andreessen and Jerry Yang as a “must read.” Steve has spoken about innovation, trends and technology worldwide at trade shows, Stanford, UC Berkeley, company events and on TV including CNBC and NBC Nightly News. Now in its 19th year, his emailed report is popular worldwide with the leaders in tech, media and finance (steveharmon.com). David Palmer Vice President of Marketing & Consumer Relationships - Raley’s Family of Fine Stores David is recognized as an industry leader in customer-centric retail and brings nearly three decades of marketing leadership to his role at Raley’s Family of Fine Stores, a privately-owned supermarket chain. As Vice President, Marketing and Consumer Relationships at Raley’s, he leads the retailer’s marketing strategy, including advertising, brand development, CRM, analytics, digital, e-commerce, market research, community affairs and public relations. David serves as the “customer champion” at Raley’s, spearheading an organizational change from product centricity to customer centricity and from mass marketing to relevant personalized communications with a focus on driving long- term growth and customer value. He played a critical role in the launch of Raley’s Something Extra™ loyalty program and subsequent launch of their Try-It™ online advocacy platform, the first for any retailer. Throughout his career, David has cultivated an expertise interactive marketing, analytics, and customer relationship marketing for both publicly traded national and international corporations, as well as smaller, privately held regional companies in the retail grocery sector. Prior to joining Raley’s, he served as Director, CRM and Interactive Marketing at Food Lion, LLC, developing marketing strategies for several retail brands with a focus on customer centricity. He also served as Director, Customer Relationship Marketing at SuperFresh, where he utilized consumer insights and integrated multi-channel marketing to enhance their customer relationship marketing. David spent six years at AholdUSA, serving in roles of varying responsibility including Director, Advertising and Promotion, Director, Ahold Networking Catalyst Team Leader and Director, Consumer Research and Strategy. He began his career at SUPERVALU, INC. David holds a Bachelor of Arts in Economics and Psychology from the University of Minnesota in Minneapolis. Adrian Newson Senior Vice President of Client Leadership - dunnhumbyUSA A trusted expert in the retail space, Adrian brings fifteen years of management skills to his position as Senior Vice President, Client Leadership. Throughout his career, he has helped to increase engagement with some of the world’s largest retail brands in North America, Europe and Asia. In his current role, Adrian oversees engagement with Raley’s, a California based grocery retailer, helping them to measure communications and insights on customer data. Adrian played a critical role in the launch of Raley’s Something Extra™ loyalty program and subsequent launch of their Try-It™ online advocacy platform, the first for any retailer. Previously, Vice President, International Sales & Operations, he led non-US partnerships for the pricing and promotions company, KSS Retail, in Manchester. Since joining dunnhumby in 2001, Adrian has worked with a multitude of dunnhumby’s clients and held various roles including leading dunnhumby operations in South Korea and Ireland. Prior to joining dunnhumbyUSA, he served as an Insight Manager at United Biscuits, interpreting data that resulted from customer marketing and regaining the market share for snacks in London. Adrian started his career as store manager for UK based Fosters Trading Company and variety retailer Woolworths. Newson earned a Bachelor of Science in Honors Retail Management from Loughborough University in the UK. 29
  • 29. 30 Day 3 continued Grand Foyer and Normandie Lounge - Second Floor 10:20am – 10:35am Refreshment Break: Sponsored by  Grand Ballroom - Second Floor 8:30am – 12:15pm General Session 10:35am – 11:05am Destination Maternity & Jewelry Television 10 Must Have Mobile Best Practices Destination Maternity, Jewelry Television and PayPal share cutting edge mobile ideas, learnings and best practices. Moderated by leading mobile expert, Steve Strauss, you will engage with retail thought leaders and walk away with a renewed understanding of this critical channel. Gavin Joyce Director of Marketing, Loyalty and CRM – Destination Maternity Zanny Oltman Vice President, Marketing Partnerships – Destination Maternity Stephen Strauss Mobile Strategist, PayPal Pat Bryant Chief Sales & Marketing Officer, Jewelry Television 11:05am – 11:15am Destination Maternity Q&A 11:15am – 11:45am The North Face Succeeding in the New CRM - Customer Loyalty Management The tide has shifted. Every interaction with consumers has the potential to be a digital interaction – in store, online, social networks and mobile. This is CLM: Customer Loyalty Management. How can marketers grab as much of this engagement stream as possible, to optimize the online consumer experience? In this session, you will learn how The North Face is achieving this through their new loyalty program, VIPeaks. With communications, offers, promotions and campaigns that address the right people at precisely the right time, CLM success is possible for all retail marketers. Ian Dewar CRM Manager – The North Face David Rosen Strategy, Analytics and Consumer Insights – TIBCO Loyalty Lab 11:45am – 11:55am The North Face Q&A 11:55am – 12:15pm Closing Remarks and Giveaway 12:15pm Adjourn Boulevard A - Second Floor 12:15pm – 1:45pm Committee Luncheon
  • 30. Gavin Joyce Director of Marketing, Loyalty and CRM – Destination Maternity For the last 15 years, Gavin Joyce has helped to implement successful customer-focused marketing strategies at some of the country’s largest retailers. While at Burlington Coat Factory and Linens ‘n Things, Gavin’s focus on delivering targeted communications through the appropriate media at the right time helped to deliver nearly $1 billion in incremental revenue. His next mission is to convert the idealistic CRM buzzwords of “omnichannel” and “big data” into a reality at Destination Maternity… creating personalized, meaningful, yet executable programs aimed at the prenatal target during her short window of relevance for maternity apparel. Stephen Strauss PayPal Mobile and Retail Solutions Stephen is in the Merchant Services group and is responsible for helping PayPal’s retail partners mobilize their business with the aid of PayPal mobile solutions. He has extensive expertise and has done comprehensive research in the mobile arena and helps educate partners on how to capitalize on key consumer trends to build and evolve their mobile strategies. Stephen is now in charge of driving PayPal’s retail strategy in New York City, helping local businesses (in retail and hospitality) engage their customers via smartphones and access a growing base of digital savvy buyers. Stephen has been with PayPal for over 5 years, and prior to that worked for American Express for 6 years in a variety of marketing and strategy positions. He holds an MBA from Georgetown University. Zanny Oltman Vice President, Marketing Partnerships – Destination Maternity Zanny Oltman oversees all marketing partnerships for Philadelphia- based Destination Maternity Corp., the world’s largest maternity apparel retailer, including the brands A Pea In the Pod, Motherhood Maternity and Destination Maternity. Zanny is responsible for all marketing opportunities created for companies serving expectant mothers and new families. She leads all data licensing initiatives, sampling programs, in-store signage campaigns, e-marketing, web sponsorship, and in-store and online- subscription based programs. Tailored to each partner’s needs, these programs connect with Destination Maternity customers searching for the best products and services for them and their families. Pat Bryant Chief Sales & Marketing Officer – Jewelry Television Pat has more than 27 years of experience as a senior Sales & Marketing executive, the past 5 of which have been spent reshaping the Sales & Marketing teams at Jewelry Television. After spending most of his career in the Consumer Packaged Goods industry with companies such as Procter & Gamble, Campbell’s Soup, and Kodak, Pat joined Jewelry Television with the core responsibility of joining together all of the disparate pieces of the “sales engine,” to include the Planning, On-Air Show Host, Broadcasting, and Marketing/Creative teams into a single, cohesive unit. Pat joined Jewelry Television® from Meridian Consulting Group LLC, where he focused on category management execution, salestransformation, and customer leadership selling programs for companies including White Wave Foods, Kraft Foods International, and CIBA Vision. Pat is a graduate of Davidson College in North Carolina with a B.A. in Economics. He and his wife Lynda have two sons and a daughter. WOULD YOU ASK A FARMER TO PERFORM OPEN HEART SURGERY? THEN WHY ASK YOUR POS TO DELIVER LOYALTY? Kobie is the secret — delivering end-to-end loyalty that measures, modifies and rewards incremental behavior and impacts customer lifetime value. kobie.com/CRMC
  • 31. Ian Dewar CRM Manager – The North Face Ian Dewar calls himself an accidental marketer. Arriving in the outdoor industry on two wheels his evolution from a summer job as a bicycle tour guide to managing CRM and the VIPeak Rewards Program for The North Face is an exercise in perseverance. The route to VIPeak Rewards at The North Face started with his own commitment to exceptional customer experiences and a lifetime of building strong relationship marketing skills. From taking VIP guests to the Tour de France to blogging from the Hawaii Ironman to trekking to Everest Base Camp Ian has called all of these projects “work” at some point. Ian evolved from designing unique luxury adventures to working with professional cyclists to managing direct to consumer communication for one of the oldest, largest and most respected outdoor apparel and equipment manufacturers in the world. The theme of ADVENTURE REWARDED isn’t simply a tag-line for The North Face - it’s a commitment to rewarding customers that falls directly in line with their 45 year old goal to “Never Stop Exploring”. Ian hold a Bachelor’s degree in Commerce from Queen’s University and a Masters of Development Studies from Dalhousie University. David Rosen Strategy, Analytics and Consumer Insights As a member of TIBCO Loyalty Lab’s leadership team, David leads the strategy, analytics and consumer insights teams, and has designed innovative loyalty programs for dozens of top global brands in the multi- channel retail, CPG, media and travel industries. Prior to joining TIBCO Loyalty Lab in 2006, David held the position of Senior Vice President, Marketing for MyPoints, the Internet’s largest and most active loyalty program. David was also a partner in Oliver Wyman’s retail and consumer practice where he focused on consumer-driven strategies for companies in North America, Asia and Europe. David is a graduate of Dartmouth College and received his MBA from Stanford’s Graduate School of Business. Mary Staples Vice President of Retail - Epsilon Mary is Vice President of Retail at Epsilon. She combines her 25+ years of experience and her passion for data to help Epsilon’s retail clients achieve their marketing and business goals. Mary co-developed Epsilon’s 10 Proven Data Practices for Retailers. These tried and true best practices drive improved ROI for Epsilon clients by leveraging Epsilon’s data portfolio. Now in her fifth year at Epsilon, Mary manages a team of eight retail experts. Prior to joining, Epsilon, Mary held leadership positions at Daystar Data Group and the Bradford Exchange. She holds a BS in Marketing from Illinois State University. What if you could take action based on direct knowledge of actual consumer spend? By applying sophisticated analytics to 65 billion anonymized, aggregated transactions annually, MasterCard delivers extraordinary insights into consumer spend with you and your competition. Learn about all the ways we can help you better understand your market, and reach the exact customer and prospect segments you need. For more insight from MasterCard, join us at our roundtable discussion “The Evolving Customer Relationship: Harnessing Behavioral Data to Heighten Engagement”, visit us at our kiosk in the Grand Foyer or go to www.mastercardadvisors.com 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 65 billion reasons why you’ll make smarter, more precise and profitable decisions. Grand Foyer or go to www.mastercardadvisors.com 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 65 billion 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 00 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 000 0000 0000 000 0000 0 ©2013 MasterCard. MasterCard, the MasterCard Brand Mark, and MasterCard Advisors are trademarks of MasterCard International Incorporated. 0000 0000 0000 0000 0000 0000 0000 0000©2013 MasterCard. MasterCard, the MasterCard Brand Mark, and MasterCard Advisors are trademarks of MasterCard International Incorporated. 0000 0000 0000 0000©2013 MasterCard. MasterCard, the MasterCard Brand Mark, and MasterCard Advisors are trademarks of MasterCard International Incorporated. 0000 0000 0000 0000 0000 0000 0000 0000©2013 MasterCard. MasterCard, the MasterCard Brand Mark, and MasterCard Advisors are trademarks of MasterCard International Incorporated. 0000 0000 0000 0000 MasterCard Advisors
  • 32. Boulevard Rooms - Second Floor 11:30am – 1:30pm Day 1 Boulevard A Epsilon Unlocking Retailers’ Top 3 Challenges: Matching is the Key to the Kingdom Today, against a backdrop of technology-enabled shifts in consumer behavior, retailers are battling for market share and customer loyalty. Showrooming, refining the omnichannel customer experience and understanding customer behaviors are among the top challenges retailers face. The sad reality is that many marketers don’t know who their best customers are. In this workshop, Epsilon’s online and offline data experts will provide attendees with the tools necessary to succeed in today’s marketplace. Share your experiences with colleagues, review case studies and walk through sample scenarios to learn how to identify the “right data” for your brand and create a winning matching strategy to achieve your CRM and marketing goals. Mary Staples Vice President of Retail - Epsilon Breigha Pachak Director of Online Solutions - Epsilon Boulevard B Loyalty Lab Customer Loyalty Management: The New CRM and its impact on marketers’ relationship with consumers. For many years, marketers have invested heavily on Customer Relationship Management (CRM) solutions to manage the relationship with their customers. The problem with these solutions is that they don’t tell the complete story of a customer, nor do they provide solid capabilities to influence consumer behavior. A Customer Loyalty Management solution can enable a marketer to not only collect consumer data, but do it in a relevant manner that provides more value, differentiation, and convenience. In this workshop, you’ll learn how to map digital engagement to influence consumer loyalty, achieve “right-time” interaction, and incentivize consumers to look for your brand first. Michael Greenberg Director, Global Solution Strategy – Loyalty Lab OptionalWorkshops Michael Greenberg Director, Global Solution Strategy – Loyalty Lab Michael has been a member of the TIBCO Loyalty Lab executive team for over seven years, working with roughly 75 clients on loyalty strategy, marketing strategy and solution design. Through this exposure, Michael ensures the TIBCO Loyalty Lab roadmap is aligned with the needs of clients and the market. Michael has worked in marketing technology services and consumer marketing for his entire career, and has written many columns for Chief Marketer, DM News and other publications on marketing strategy and technology. Breigha Pachak Director of Online Solutions - Epsilon As Director of Epsilon’s Online Solutions, Breigha is responsible for helping multichannel marketers, specifically in the retail vertical, leverage offline (CRM) data to target existing customers and prospects digitally. Backed by premier technology and data, Breigha helps marketers navigate the ever changing display landscape and gain the most value from their media investments. She brings eight years of experience to the table in building and leveraging client partnerships to employ vetted solutions that increase marketing ROI. Prior to joining Epsilon Breigha held Account Director positions at PrecisionDemand and Datalogix, where she helped clients better utilize technology, data and insights to deliver data-driven recommendations that yield more effective targeting. 33
  • 33. Optional Workshops continued Boulevard C Harte-Hanks Your CONNECTED CONSUMERS absolutely know what they want… Do you? Knowing what consumers want, how they want it and WHY is a powerful combination in today’s marketing toolbox. With all the competition for your buyer’s attention, how can you not know what kind of content and experiences they prefer and how they prefer to receive them? More importantly, how do you engage them and use that information to nurture your relationship? Come to this case study filled session as we exchange insight on empowering consumers in an omnichannel world; how preference centers can evolve the way you engage with today’s CONNECTED CONSUMER —giving them what they want, when they want it, how they want it. Why are preference centers getting so much attention and how do you maximize customer engagement? See who made this year’s “Dos and Don’ts” - real-world examples of the super and the so-so when it comes to capturing and leveraging consumer preferences. Michele Fitzpatrick Executive Vice President, Strategy & Marketing - The Agency Inside Harte- Hanks Jeannette Kocsis Senior Vice President, Digital Marketing - The Agency Inside Harte- Hanks Michele Fitzpatrick Executive Vice President, Strategy and Marketing - The Agency Inside Harte-Hanks Michele has more than 20 years of marketing experience in the direct response arena. She currently serves as Senior Vice President, Strategy and Insight for The Agency Inside Harte-Hanks with responsibility for marketingstrategy,analytics,marketresearch,newbusinessdevelopment, and agency marketing. By aligning these functions under Michele’s leadership, it ensures market insight is fully leveraged in the strategic design of our clients’ multichannel programs resulting in more relevant, impactful campaigns. Michele is passionate about bringing the power of relationship marketing to our clients and the industry as a whole. She is a public champion of brand engagement strategies, regularly providing thought-leadership through her participation in industry associations and events. Among Michele’s accomplishments are the creation of several award-winning direct marketing programs and a long list of successful integrated media direct response marketing programs for her clients. She played a critical role in the design, development, and execution of an integrated marketing database program that earned the DMA’s Excellence in Database Marketing Award. Prior to joining Harte-Hanks, Michele worked in the Ventures Marketing Group at National Liberty Marketing (Providian Direct). There she was responsible for the promotion of National Liberty’s insurance products to the customers of a variety of third party sponsors through direct response marketing techniques. Michele holds a B.S. in Journalism from West Virginia University with additional studies in marketing and communications. Jeannette Kocsis Senior Vice President, Digital Marketing -The Agency Inside Harte- Hanks Jeannette Kocsis oversees the Digital strategy and media programs at The Agency Inside Harte-Hanks. Jeannette is responsible for integration of new media, including social and mobile into client offerings. Her expertise includes social media, mobile marketing, web site conversion strategy, digital marketing, search marketing and the web data that informs strategy. Jeannette is the author of our Conversion Point™ whitepaper series, the methodology that we use for our Digital Practice, and our Social CRM methodology, used to integrate social media into CRM strategies. Jeannette is a regular contributor for online publications including DMNews and MobileMarketing.com, and presents frequently at industry events and webinars on mobile marketing, search marketing, web site conversion metrics and optimization, and social media marketing. She is also a contributing writer to Social Media Marketing for Dummies and Mobile Marketing for Dummies. Jeannette serves on the DMA Mobile Marketing Council and the DMA Search Engine Marketing Council, and is a founding member of the Advisory Boards for each Council. She was named to Mobile Marketer’s Mobile Women to Watch 2010 list, and she recently was honored as a Lifetime Echo Judge for the DMA. 34
  • 34. what’s for me? in it wiifm? With CCG, you get strategic support wherever, however, whenever YOU need it. ➤ Full, turnkey services or fill-in, supporting roles ➤ One-time projects or ongoing programs ➤ Flexibility to fit your budget ➤ Fresh, objective perspectives ➤ 100% experienced, senior staff ➤ 30+ years helping retailers build and maintain profitable customer relationships Give us 3 minutes and discover how CCG can help you succeed. 800.525.0313, ext. 103 sandra@customer.com customer.com/crmc W E ’ R E I N I T F O R Y O U !
  • 35. Pioneering Digital CRM with Hundreds of the World’s Largest Retailers LET’S MEET LIVE AT CRMC! & TUESDAY JUNE 18 ID # AWARENESS CONSIDERATION LOYALTY PURCHASE PERSONALLY CONNECTWITH EACH CONSUMER ACROSS DEVICES & CHANNELS VISIT OUR KIOSK IN THE GRAND FOYER SPRING SHOES: POINT THE WAY INSIDE BrandCo. SPRINGSLING CRMCMEET@DOTOMI.COM CRMC RETAIL SESSIONwith Join us EMAIL US For more information contact us at: WWW.RMS.RRD.COM • 800-722-9001 email: CRMC@RRD.COM Retailers drive outstanding financial results using our highly customized, multichannel direct marketing programs. • Loyalty Program Execution • Store Traffic Building • Trigger Campaigns • Marketing Automation Retailers drive outstanding financial results using our highly customized, multichannel direct marketing programs. • Loyalty Program Execution • Store Traffic Building • Trigger Campaigns • Marketing Automation
  • 36. RoundtableDiscussions CRM: Loyalty & Strategy Continental Ballroom A, First Floor 1 Acxiom Transforming Your Customer Engagement Challenges into a Single Omnichannel Dialogue Heather Hall  Principal, Integrated Marketing Strategy - Acxiom 2 Aimia Seize the Moments: Capturing the 10 Most Important Customer Experience Moments Greg Engen  VP Consumer Packaged Goods – Aimia 3 CQuotient Personalization in Email: The $100 Bill on the Ground Graeme Grant  President & COO – CQuotient 4 Customer Communications Group Inc. (CCG) Integrating Loyalty Promotions - Without Rocking the Margin Boat Sandra Gudat  President & CEO - Customer Communications Group, Inc. 5 dunnhumbyUSA From Loyalty to Advocacy: A Billion Dollar Business Opportunity  Adrian Newson  SVP Client Leadership - dunnhumbyUSA Brian Murphy  Vice President, New Business Development - dunnhumbyUSA 6 Epsilon A Road Map To Success: Understanding the Customer Journey to Optimize Omnichannel Engagement Jack Leary  Vice President & Retail Industry Strategist – Epsilon 7 Harte-Hanks Building Blocks for Embracing an Omnichannel Strategy Linda Clasen  SVP, Retail Solutions - Harte-Hanks Craig Murray  SVP Retail Solutions Group - Harte-Hanks 8 Inte Q CMO Dilemma: Do More With Less.  Bob Thacker  Chief Marketing Strategist - Inte Q 9 Kobie Marketing Five Things Your Loyalty Program Should Be Doing to Maximize Customer Experience & Engagement David Andreadakis  Vice President of Loyalty Strategy - Kobie Marketing Joe Easley  Senior Director of Business Development and Product Strategy - Kobie Marketing 10 Loyalty Lab Customer Loyalty Management: The New CRM Matt Elders  Vice President - TIBCO Loyalty Lab 11 SG360° EMPIRICALtesting - Bridging the Chasm Between Marketing Research and Consumer Insights Luke Heffron  Vice President of Integrated Marketing - SG360º a Segerdahl company Marketing: Analytics & Implementation Continental Ballroom B, First Floor 1 89 Degrees The Ultimate Marketing Bundle - Analytics, CRM, Loyalty, Email Phil Hussey  President & Managing Partner - 89 Degrees Laura Saati  Vice President, Strategic Marketing Services - 89 Degrees 2 brierley+partners Next Best Step Planning: Leveraging  Analytics to Inform  Real- Time Marketing Don Smith  SVP, Consumer Insights & Analytics - brierley+partners 3 Experian QAS How to Ensure the Accurate Capture of Customer Data Jennifer Levin  Marketing Manager - Experian QAS 37
  • 37. 4 MasterCard Worldwide The Evolving Customer Relationship: Harnessing Behavioral Data to Heighten Engagement Andy Mantis  SVP, Merchant Solutions- MasterCard Worldwide 5 Neustar How to Leverage Data-Driven Consumer Insights at Every Touch Point to Deliver More Personalized Customer Experiences Doug Diem  Executive Director – Neustar 6 RR Donnelley Mail More, Spend Less, And Meet Your Targets - Navigator Mail Pamela Gaul  Director, Market & Business Development - RR Donnelley 7 Specialty Print Communications Ongoing Customer Communication – Are You Missing the Opportunity? Tom Lemke  Managing Director - BBG-Global - Creating Actionable Analytics, Insights & Loyalty 8 Wiland Direct Changeup Pitch: Leveraging Data, Analytics, and Variable Messaging to Convert Discount Customers to Full-Price Buyers Jerry Joyce  SVP, New Business Development - Wiland Direct Digital: Social & Mobile Continental Ballroom C, First Floor 1 Alliance Data Geofencing: Building local loyalty through location-based texting Shannon Andrick  Director Client Sales - Alliance Data  2 Dotomi, a ValueClick Company Personally Connect with Each Customer – Across Devices and Channels Jason Baadsgaard  SVP, Strategic Account Development - Dotomi, a ValueClick Company Parvez Patel  Senior Director of Digital Marketing - W.W. Grainger 3 e-Dialog Optimizing the Online Purchase Path Michael Lavoie  COO – e-Dialog 4 Epicor Mobile CRM and Clienteling in Stores Will Stephenson  Solutions Engineer, CRM - Epicor 5 Key Ring Mobilize Loyalty: Stay Top of Mind Not Back of Wallet Chris Fagan  CEO - Key Ring 6 Pitney Bowes Software Engaging the Socially-Connected Shopper Gary Briars  Managing Director (Retail) - Pitney Bowes Software 7 Quad/Graphics Using Augmented Reality or Near Field Communications to Gather or Enhance Customer Data Matt Kammerait  Product Manager, Interactive Print Solutions - Quad/Graphics 8 Speedeon Data GeoFencing: How Relevancy Drives Response, From Mobile Data To Messaging Gerard Daher  President & CEO - Speedeon Data 9 VMBC Taking Advantage of New Technologies for Building Loyalty on the Mobile Platform Joe Cox  President - VMBC Greg Hill  Vice President Marketing - VMBC RoundtableDiscussions(continued) 38
  • 38. Loyalty, Warp Speed 6019 WEST HOWARD STREET. NILES, ILLINOIS 60714 847 588 2580. SPECIALTYPRINTCOMM.COM At SPC, we produce cards and issue welcome kits fast. With our Launch Pad, on-boarding kits take-off and land faster than you can say "Bravo Zulu". Because Business is Global The SDL Intelligent Marketing Suite for Retail Take the guesswork out of your retail marketing. Built on the strong SDL Campaign Management & Analytics foundation, our retail specific solution is designed to answer the most important questions – at any stage in the customer journey. Developed with retail organizations in mind, The SDL Intelligent Marketing Suite for Retail helps accelerate the time to value for marketers and orchestrate customer engagement across the entire customer journey. Further enhance your marketing by integrating rich multi-media and video and systematic targeting tools with SDL Media Manager and SDL Fredhopper. The powerful combination enables retailers to maximize omni-channel conversion by presenting your customers with the right offer, through the right channel at the right time. Aquire. How many new customers have we acquired? What products drive new customer relationships? Develop. What top products are being purchased? How do we move single purchasers to multiple purchasers? Reactive. How many customers do we need to win back? Where should we focus our reactivation efforts? Visit SDL at CRMC to learn how you can apply our retail specific solution to your marketing strategy. For more information on the SDL Intelligent Marketing Suite for Retail, visit us online: sdl.com/solutions/industry/retail/cma.html
  • 39. Incrementality [in-kruh-men-tal-i-tee]: [Noun] Blissful state of mind achieved by retailers using Wiland Direct to drive incremental sales and boost ROI from CRM programs. With billions of purchase transactions from over 2,200 data- base participants, Wiland Direct knows the buying behaviors of nearly every consumer in the U.S. Using this vast data and powerful models, we help retailers to: • Generate Incremental Profit • Reengage Former Customers • Boost Campaign ROI • Acquire New Customers • Optimize Contact Strategy • Gain Customer Insights Let us show you how we can help enhance your CRM efforts. Call or visit our CRMC booth in the Grand Foyer. The first five to respond receive a FREE Customer Intelligence Report! Or to learn more, please contact Jerry Joyce at 330-240-5579 or via email at jjoyce@wilanddirect.com. 303.485.8686 www.wilanddirect.com 6309 Monarch Park Place Suite 201 Longmont, CO 80503 “I am so excited about your model results and can’t hold myself back! Your model created an incremental ROI of 170%. Great job to you all! This is really amazing. ”—National Fashion Retailer GOOD CUSTOMERS ARE WORTH THEIR WEIGHT IN GOLD. Are your customer prospecting programs panning out and are your data mining efforts yielding rewarding returns? Whether your goal is enhanced data capture at point-of-sale, improved customer segmentation and marketing analytics, or increased direct marketing response, having access to... Through real-time reverse phone append, advanced data hygiene, new mover programs, and other innovative data solutions, Speedeon Data delivers accurate contact data, and demographic, mover, and other actionable marketing data. Turn your marketing programs into SOLID GOLD with Speedeon Data. 866.647.9219 www.speedeondata.com sales@speedeondata.com ...the right data at the right time dramatically improves results.
  • 40. $ We build deeper customer loyalty through branded credit programs that drive increased sales for our clients.Simplyput,wehelpourclients know more, so they can sell more. @ADRetail alliancedataretail Visit us at alliancedataretail.com Contact us at 866.323.0478 c_2013_ad_cmyk_FINAL.indd 1 3/12/13 2:14 PM Find out! Meet us at CRMC or contact retailinfo@epicor.com 800.992.9160 epicor.com/retail Copyright © 2013 Epicor Software Corporation. Epicor, the Epicor logo, and Business Inspired are trademarks or registered trademarks of Epicor Software Corporation or its affiliates in the United States and elsewhere. Epicor Retail What could you do with better CRM? GROW YOUR EMAIL REVENUE THROUGH HYPER- PERSONALIZATION
  • 41. SponsorInfo 89 Degrees 89 Degrees is an agency that specializes in customer engagement strategy and execution. Our results-oriented services combine database expertise, marketing analytics, technology integration, and creative as a means to connect consumers and brands for maximum engagement and ROI. 89 Degrees enables multi-channel success across a number of key verticals for clients including IKEA, Hyundai, WorldVision, Genzyme/Sanofi and Uno Chicago Grill.  www.89degrees.com Acxiom Acxiom is an enterprise data, analytics and software as a service company that uniquely fuses trust, experience and scale to fuel data-driven results. For over 40 years, Acxiom has been an innovator in harnessing the most important sources and uses of data to strengthen connections between people, businesses and their partners. Utilizing a channel and media neutral approach, we leverage cutting- edge, data-oriented products and services to maximize customer value. Every week, Acxiom powers more than a trillion transactions that enable better living for people and better results for our 7,000+ global clients.  www.acxiom.com Affinity Solutions Affinity Solutions partners with retailers to deliver unparalleled share of wallet customer insight, with a fully integrated promotional platform, enabling retailers to target competitive spenders across marketing channels. We serve our clients by delivering value through Insight, Access, Action, and Impact. With access to over five billion retail transactions annually, Affinity Solutions has exclusive insight into the spending behavior of 60 million+ consumers. Our vast database of retail transactions and advanced analytics capabilities, allow us to provide retail partners with in-depth, relevant information about their customers, and competitors’ customers. Our customized programs can deepen customer loyalty, improve acquisition and retention and increase retail transaction revenues, ultimately driving incremental sales for your business. Daily Deals Done Right: Affinity Solutions’ introduces Spot ON Deals, the only Daily Deal platform in the industry to use exclusive banking history, spending habits, and consumer trend data to target specific customers. We optimize marketing spend and deliver the right offer at the right time through the right channel to targeted consumers. And, with shorter promotion periods, gains are seen immediately in a pay for performance model. This groundbreaking platform is the product of industry experience and technological expertise - a combination that’s Spot ON. www.affinitysolutions.com Aimia Aimia is a global leader in loyalty management. Aimia’s unique capabilities include proven expertise in delivering proprietary loyalty services, launching and managing coalition loyalty programs, creating value through loyalty analytics and driving innovation in the emerging digital and mobile spaces. Aimia owns and operates Aeroplan, Canada’s premier coalition loyalty program and  Nectar, the United Kingdom’s largest coalition loyalty program. In addition, Aimia has majority equity positions in Air Miles Middle East and Nectar Italia as well as a minority position in Club Premier, Mexico’s leading coalition loyalty program and Cardlytics, a US- based private company operating in transaction-driven marketing for electronic banking. Aimia is a Canadian public company listed on the Toronto Stock Exchange (TSX: AIM) and has over 3,800 employees in more than 20 countries around the world. Our deep understanding of loyalty strategy, combined with expertise in campaign management and technology, allows us to create programs that inspire loyalty, increase sales and deliver on your brand promise. As the owner and operator of the world’s largest coalition and for recognized brand leaders, our technology platform is centered around creating the right customer experience and providing a value exchange to encourage engagement.  www.aimia.com. Alliance Data Alliance Data Retail Services is one of the nation’s leading providers of branded credit card programs, with over 100 marketing-driven private label, co-brand and commercial programs in partnership with many of North America’s best-known brands. The business delivers upon its Know More. Sell More.® Commitment by leveraging customer insight to drive sales for its client partners. Leveraging deep- rooted retail industry expertise, transaction-based customer data, and advanced analytics, Alliance Data Retail Services creates turnkey, multichannel credit programs designed to help its clients develop stronger, more profitable customer relationships. Alliance Data Retail Services is part of the Alliance Data family of companies.  www.alliancedata.com. Anchor Retail Solutions Anchor Retail Solutions celebrates 40+ years, providing hundreds of retail clients with multi-channel CRM database solutions and leading technology for optimal data accuracy, enhancement, and interactive marketing services. Anchor services afford retail clients the solutions necessary to turn customer information into profitable strategies. Achieve a higher level of data quality, more precise targeting, purchase and response history, advanced reporting and analytics, profiling and other key elements needed when making business decisions that are critical to retention and prospecting strategies. Join industry-leading retailers who benefit from using Anchor Retail Solution’s technology and services, including: CRM DatabaseServices,DatabaseManagement,Modeling,ResponseAnalysis,Merge/ Purge, Data Hygiene, Data Enhancements, Email Marketing, Mobile Marketing and Creative and Interactive Services. Call us today for a free consultation.  www.anchorretailsolutions.com 42
  • 42. brierley+partners Brierley+Partners is a leader in CRM and loyalty – advancing the field for more than two decades. We offer the best of everything in CRM and loyalty. The thinking. The technology. The execution. Our full range of CRM and loyalty services includes: CRM strategy, loyalty program design, consumer analytics and research, CRM/loyalty technology, multi-channel creative, production and fulfillment. Our products lead the way in CRM, loyalty and customer engagement. Brierley LoyaltyWare™ the robust CRM/loyalty platform that’s fast, flexible, quick to market; Brierley CampaignWare™ provides multichannel, dynamic campaign management ; Brierley ConnectComm™ for digital delivery capabilities in web, email, mobile and social ; Brierley SurveyWare™ the ultimate tool to get a quick read on your customers. Our real-time technology capabilities are achieving real results for clients – together with our customer communications technology and creative execution – all powered by the latest in consumer analytics and research. No wonder we’ve been named a leader by The Forrester Wave™ evaluation of Loyalty Service Providers, as well as a Gartner Certified Marketing Services Provider, among other honors. For the best of everything in CRM, loyalty and customer engagement, contact us today at 800-899-8700.  www.brierley.com CQuotient Email has quickly become the core way retailers speak to their customers between purchases. And it is one of the most productive channels for generating revenue. But while all retailers use it, too many fail to maximize its potential to build loyalty and drive sales. CQuotient enables retailers to increase revenue from each customer through hyper- personalized email marketing. With CQuotient, retailers are able to uniquely tailor messages to each individual recipient. The result is more engagement, a deeper understanding of your customers, and more revenue. Stop by our booth at CRMC 2013 to learn more.  www.cquotient.com. 43 Can you reach your customers? Find out how Experian QAS contact data verification and enhancement tools help retailers: • Improve data quality and customer profiling capabilities • Ensure a single customer view • Streamline operations and reduce costs • Enable more relevant marketing and loyalty programs Visit our booth for more information.
  • 43. Customer Communications Group, Inc. (CCG) At CCG, a focus on customers is at the heart of our CRM loyalty marketing expertise. After more than 35 years as a full-service direct marketing agency, we truly know customers: How they think and what it takes to keep them. And we know retailers: Our team has extensive experience in designing, implementing and managing customer marketing and loyalty programs for nearly 50 of the top retailers in the U.S. and Canada. Our team is crossfunctional, comprised of experts in strategy, data analytics, loyalty technologies, creative services and loyalty program implementation. We are skilled at leading change management at both the corporate and store level; bringing customer-centricity to an entire organization; developing and refining a corporate loyalty vision; taking that vision to reality through a detailed, actionable plan; developing a business case and ROI analysis for initiatives; and building CRM loyalty metrics and benchmarks. Most importantly, we know where and how to focus the programs so our clients can achieve their objectives and realize maximum sales lift and return on investment. CCG works with a national clientele from our headquarters in Denver, Colorado. Follow us on Twitter @CustomerProfit, contact us at ccginfo@customer.com or visit us at www.customer.com/crmc Dotomi Dotomi, a ValueClick Company, is the leader in Digital CRM. We’re connecting hundreds of the world’s largest retailers with consumers by turning multi-channel data sources into actionable insights for real-time personalized communications at scale. Our data-driven approach personally connects them with each consumer at various touch points and across multiple devices. Dotomi is committed to isolating the online and offline effects that Digital CRM has across our clients’ overall marketing mix.  www.dotomi.com dunnhumbyUSA dunnhumby is the world’s leading customer science company. We analyze data and apply insights from more than 400 million customers across the globe to create better customer experiences and build loyalty. Our insights and strategic process help clients create competitive advantage and enjoy sustained growth. dunnhumbyUSA is a joint venture of The Kroger Company and London-based dunnhumby. dunnhumby employs more than 2,000 employees in offices throughout Europe, Asia and the Americas, and serves a prestigious list of companies including The Kroger Co., Tesco, Coca-Cola, General Mills, Kimberly- Clark, Macy’s, PepsiCo and Procter & Gamble.  www.dunnhumby.com. e-Dialog e-Dialog is an integrated digital marketing solutions provider that combines technology and insight to drive increasing levels of value for our clients. Through the power of data-driven email and cross-channel marketing, e-Dialog helps some of the world’s top brands deliver on the promise of relevant 1:1 communications with dramatic results. We are recognized as the industry authority on relevant and targeted email marketing, and we’ve applied that expertise to deliver our solutions in a multichannel environment, spanning advertising analytics, attribution, affiliate marketing and retargeting. e-Dialog is a global provider to some of the world’s most recognized brands, including Dell, Boots, British Airways, CVS/pharmacy, and PETCO. With offices in Boston, London, Denver, New York, Seattle and Singapore, e-Dialog is a wholly owned subsidiary of GSI Commerce. GSI Commerce is an eBay Inc. company.  www.e-dialog.com Epicor Epicor Software Corporation provides advanced solutions for retailers seeking to streamline processes, integrate channels, leverage intelligence and inspire customers, to maximize profitability. Our end-to-end suite includes: Planning, Sourcing and PLM, Merchandising, Store/Mobile Store, Cross-Channel Order Management, CRM/Clienteling, Audit, Loss Prevention, Business Intelligence, Secure Data Management and Financials, plus professional services and 24/7 support. Epicor Retail CRM leverages customer data and insights with sophisticate tools to enable effective target marketing, increase loyalty, and build profitable,durablecustomerrelationships.Thisadvancedsuiteprovidesintegrated capabilities for customer analysis and segmentation, campaign and loyalty points program management, clienteling, plus real-time targeted communications to point-of-sale (POS) or other sales channels. Our latest release, Epicor Retail CRM 7.0, extends these capabilities and simplifies CRM tasks for all retail personnel. It also offers comprehensive loyalty program automation, sophisticated query tools, and support for the needs of today’s multidivisional retail enterprise. Developed with more than 40 years of best practices, Epicor Retail solutions are trusted by hundreds of leading specialty, general merchandise and apparel retailers, from Aeropostale and Build-A-Bear Workshop to Foot Locker and Vitamin Shoppe. Epicor employs 800 professionals in retail operations and 3,000 company- wide from offices in North America, Latin America, Europe, Asia, and Australia.  www.epicor.com. 44 A GANNETT COMPANY 40 Million customers found a more effective loyalty solution than this. Have you? Contact us at partners@keyringapp.com Acquire new customers, send personalized offers, send program status updates, and more to keep your loyalty customers engaged. Key Ring is the solution that works for retailers and their customers.
  • 44. Epsilon Epsilon is the global leader in delivering direct-to-customer connections that drive business performance. Epsilon’s integrated solutions leverage the power of rich transactional and demographic marketing data, strategic insights, analytics, award-winning creative and robust digital and database marketing technologies to connect brands with consumers both online and offline, increasing engagement to generate measurable marketing outcomes.   Founded in 1969, Epsilon works with over 2,000 global clients and employs over 4,800 associates in 60 offices worldwide. Epsilon is an Alliance Data company. Follow us on Twitter @ EpsilonMktg or call 1.800.309.0505.  www.epsilon.com. Experian QAS Experian QAS is a contact data quality software pioneer. The company’s products capture, validate, cleanse, standardize and enrich customer contact information. Established in 1990 with offices throughout the United States, Europe and Asia Pacific, Experian QAS provides data validation software and services to more than 10,000 clients worldwide in retail, education, healthcare, insurance, finance, government and other sectors.  www.qas.com. The Futures Company The Futures Company integrates proprietary quantitative survey data with observational insights to create deep and dynamic perspectives on the consumer trends shaping our clients’ businesses around the world. We further enrich these perspectives with future-facing qualitative and quantitative custom research and trends and futures consultancy. This unique combination of capabilities enables us to help our clients uncover new ways to understand and segment their consumers, identify future sources of value, and build powerful brand connections. www.thefuturescompany.com. Harte-Hanks Insight. Passion. Results. Three words at the heart of everything we do. At Harte-Hanks, we know it takes more than guesswork to create direct marketing solutions that help you win, keep and grow your customer base. It takes true insight to understand complicated customer and marketplace data, and decipher how your customers and prospects behave. It takes people with passion to pull out all the stops to create innovative marketing communications that don’t just break through the clutter – but break through the barriers to get a response. And it takes a focus on delivering impressive, business-driving results to make sure you get maximum value from your direct marketing investment. We’re on the pulse of technology, looking for more efficient ways to deliver solutions in digital and social marketing for our clients. We’re harnessing the power of interactive media to create truly innovative marketing programs. And we don’t plan on slowing down. Our people are far too passionate about producing results for our clients to ever stop moving forward. With more than 40 offices worldwide, Harte-Hanks is never far from reaching the customers you need with the direct marketing services to help you engage them. Contact us at: 800-456-9748 or contactus@harte-hanks. com.  www.harte-hanks.com. Infogroup Targeting Solutions Infogroup Targeting Solutions delivers industry-leading data, database marketing tools and strategic insights that give marketers the business intelligence and technology to drive growth and efficiency.  www.infogroup.com. 45 Neolane is used by more than 400 of the world’s leading companies. Next Generation MarketingTechnology Neolane provides the only conversational marketing technology that empowers organizations to build and sustain one-to-one lifetime dialogues, dramatically increasing revenue and marketing efficiency. Neolane Cross-Channel Campaign Workflow SMSFacebook Brand Page SMS New Offer Target Email If not open Direct Message Facebook Brand Page New Offff er TarTT get Email If not open Direct Message Push Notifications Visit our kiosk in the Grand Ballroom Foyer neu name neu look The next generation of TARGUSinfo www.neustarinfoservices.biz +1-800-682-7487 Learn more at Neustar’s Booth © 2013 Neustar, Inc.
  • 45. Inte Q Inte Q, formerly SHC Direct, is a leader in the loyalty and database marketing industry. Inte Q specializes in helping clients gather relevant customer behavior and demographic data and then making heads or tails of it.  We then create and execute a wide range of insight-based programs that drive greater customer engagement and profitability.  Relied upon by industry-leading retail brands in the United States and Mexico, Inte Q’s services and solutions include program strategy, communications planning and execution, creative, decision support analytics, and the latest technologies that enable seamless integration of its platform with client technology systems. Based in Oakbrook Terrace, Illinois, Inte Q has been serving loyalty program and data analysis needs for major retailers since 1998. For additional information, please visit  www.inteQ.com. Key Ring Key Ring is a revolutionary smartphone application that allows consumers to digitally store loyalty cards, enroll in new loyalty programs, and receive exclusive offers all from their smartphone.  Available on all major smartphone platforms, Key Ring is consistently ranked top 25 in its category. The app is the top mobile loyalty card solution in the marketplace used by 40 million loyalty customers. The company works with retailers to provide direct marketing services to new and existing loyalty members. Key Ring’s business solution supports loyalty program acquisition, displaying program status, targeted and localized promotion, and more. Key Ring was founded in 2008 and is headquartered in Dallas, Texas. In September 2012, the company was acquired by Gannett Inc (GCI) but continues to operate as a standalone business unit under the Gannett Digital Marketing Services umbrella. Key Ring works with big box retailers, restaurants, grocery/ convenience stores, and others.  Contact us at: partners@keyringapp.com.  www.keyringapp.com. Kobie Marketing Kobie Marketing is a global leader in loyalty marketing and an industry pioneer, delivering end-to-end strategy, technology and program management solutions. For nearly 25 years, Kobie has provided innovative loyalty experiences to the world’s most successful brands. Our omnichannel approach to loyalty and customer experience ensures that you reach customers at every touch-point – in real-time.  From program design to analytics, communications planning and brand experience, we are committed to helping our clients build the right program – one that will help them retain customers, drive incremental profits, and create stronger engagement between customers and your brand. Kobie’s Alchemy® engine is the answer to your loyalty platform woes.  Our clients love Alchemy’s unmatched processing power and ability to deliver within any IT architecture.  It’s a flexible, real-time solution that will leverage your existing IT assets and be seamless to your IT shop.  Simply put – it will be the secret to your success. With Kobie, you’ll work with a single point of contact, a liaison who will become an extension of your staff.  We are dedicated to the day-to-day management and success of your program. Last year, an independent research firm named Kobie a leading loyalty marketing service provider, ranking the company highest for its technology platform, customer satisfaction and program management services.  www.kobie.com.  46 Data Insight Strategy Communication Solutions for enabling lifetime customer relationships Every connection is a new opportunity™ www.pb.com/software/retail Our proven solutions enable organizations to engage with each of their customers as individuals and to connect every customer communication—outbound, inbound, marketing, sales or service—into an on-going dialogue where customer insight and understanding form the basis for each and every interaction. PBS_01305_Customer Relationship Mgmnt Conf_Ad.indd 1 3/13/13 4:49 PM Which do you want to learn more about? 1. Download Actable® – FindthefreeActableappinyourappstore. 2. Launch Actable® – Clickontheicontoopentheapponyourdevice. 3. Scan this Page – FramethispagefromwithinActabletolaunchtheexperience. EXPERIENCE INTERACTIVE PRINT ARAUGMENTED REALITY NFCNEAR FIELD COMMUNICATION Look for our roundtable discussion: Using NFC and AR to Collect Customer Data at CRMC, June 17-19, 2013. Innovative People Redefining Print FOLLOW QUAD/GRAPHICS ON © 2013 Quad/Graphics, Inc. All rights reserved. | 04.13 | 13-1333 1333 CRMC Ad.indd 1 4/1
  • 46. LoyaltyOne LoyaltyOne is a global leader in the design and implementation of coalition loyalty programs, customer analytics and loyalty management solutions for Fortune 1000 clients around the world. LoyaltyOne’s unparalleled track record in the loyalty marketplace stems from its unique combination of pragmatic, hands-on experience and continuous thought leadership. LoyaltyOne has over 20 years history leveraging data-driven insights to develop and operate some of the world’s most effective loyalty programs and customer-centric solutions. These include the AIR MILES Reward Program, North America’s premier coalition loyalty program and a working partnership with Latin America’s leading coalition program, dotz.  LoyaltyOne is also the equity partner of Direxions, a loyalty pioneer headquartered in India and the owner of COLLOQUY, a group dedicated to research, publishing and education for the global loyalty industry. LoyaltyOne is an Alliance Data company.  www.loyalty.com. MasterCard Advisors MasterCard Advisors’ Information Services for Merchants develops behavioral insights to help improve customer engagement and inform critical business decisions. We analyze anonymized account segment spending – both in-store and online – to offer a range of solutions based on a 360o perspective that informs a merchant’s holistic customer acquisition, loyalty and retention programs. It starts withknowingyourcustomer.BasedonMasterCard’sworldwidepaymentsnetwork, we leverage transaction data by integrating purchase patterns at a merchant and/ or within a particular industry to gain a clearer understanding of your market. Our loyalty segmentation strategies can help merchants identify their best customers, analyzing both share of wallet and overall shopping behavior. Our anonymous data also provides insights into lifestyle choices, determining at an aggregate level when and where customers are most likely to purchase. Merchants can then act on this knowledge, translating it into acquisition and engagement strategies. We can help you determine the customers you want to reach and develop the promotional communications you need, using the right message, delivered at the right time, and through the right channels. This approach sets the stage for more effective program measurement using benchmarking metrics that allow for a more detailed view of your customer growth.  www.mastercardadvisors.com. Neolane Neolane provides the only conversational marketing technology that empowers organizations to build and sustain one-to-one lifetime dialogues, dramatically increasing revenue and marketing efficiency. Neolane is used by more than 400 of the world’s leading companies including Alcatel Lucent, barnesandnoble.com, Orange, Sears Canada, Sephora Europe and Sony Music.  www.neolane.com. Neustar Neustar Information Services , a division of Neustar, Inc. (NYSE: NSR), is the trusted real-time information services and marketing analytics provider. Retail CRM leaders rely on Neustar’s dynamic repository of consumer identifiers to identify previously anonymous shoppers, both online and in-store, and to link related records that otherwise would have been impossible to connect.  Complementary to traditional database marketing services providers, Neustar enables today’s retailer to instantly identity its shoppers and to unlock and unleash the potential of big data for predictive analytics, precision marketing, and real-time targeted offers via in-store POS or mobile technology, call centers, eCommerce, and mCommerce.  We fuel applications such as Loyalty enrollment, website content optimization, accessing CRM (in-store or at call center) with a single identifier such as a mobile number, and verification of customer contact information, including email, for targeted communications. Neustar empowers our clients to optimize the customer experience across every channel by leveraging real-time consumer insights and the richness of their CRM data at every point of interaction, both online and offline.  www.neustar.biz. Olson At Olson 1to1, we believe that loyalty is less about points and prizes and more about a relationship between brand and consumer. A relationship based on a complex set of customer needs–some want value, others need a sense of privilege, while others seek validation by aligning with a group of like-minded advocates. Brands that meet all of these needs leave customers feeling valued beyond the purchase. These are the relationships that fuel customer advocacy. We deliver innovative strategies that blend traditional loyalty elements with contemporary platforms, fueled by insightful analytics. Our proprietary technologies are nimble and flexible, allowing you to ignite the whole customer relationship and deliver an omni–channel experience. We’re leading the loyalty industry by combining art and science to create one powerful action. Results.  www.olson.com. 47 IGNITE THE MOMENTS THAT INSPIRE LOYALTY Our strategies are fueled by insightful analytics, driven by big ideas and steeped in progressive technology. Our experience is your opportunity. Olson1to1.com Contact: Suzy Cox scox@olson.com 612-215-7266
  • 47. Pitney Bowes Software Pitney Bowes Software enables retailers to connect store and customer data to deliver outstanding customer experiences as well as realize significant operational efficiencies to improve profitability. Retailers know the value of each and every customer but being truly customer-centric is increasingly more difficult as channel options increase and customer expectations grow.  Our innovative solutions leverage data to create relevant dialogue between organizations and their customers. These solutions enable lifetime customer relationships by integrating data management, location intelligence, sophisticated predictive analytics, rules-based decision making and cross-channel customer interaction management to increase the value of every customer communication while also delivering operational efficiencies. They also create a single-view of the customer; improve the customer experience by predicting and analyzing behavior; target customers more intelligently and cost- effectively; manage and connect with customers across multiple channels; and provide a quantifiable lift in acquisition, cross-sell/up-sell and retention. Pitney Bowes Software is a wholly-owned subsidiary of Pitney Bowes Inc. (NYSE:PBI), a customer communications management technology leader.  www.pb.com. Quad/Graphics Quad/Graphics broadens brand awareness across channels. Experts in retail, catalog and direct marketing collaborate with leading retailers to develop customized marketing solutions in multiple print and related channels. We help you build your customer base, increase retention and grow share of wallet with impactful retail insert, catalog, direct mail, point-of-purchase, interactive online, mobile and social media campaigns.  www.qg.com RR Donnelley At RR Donnelley Response Marketing Services, we apply our knowledge and experience to increase response and improve your bottom line. For over 38 years, we have been executing successful programs for some of the leading direct marketers in North America, helping them acquire and retain loyal and active customers. Focusing on the Retail Market, we excel in loyalty program execution, building store traffic and data driven multichannel trigger campaigns. We analyze your customer and prospect data so that you can take advantage of the true potential of your database. Armed with this knowledge, we work with you to craft and execute highly customized response marketing strategies and communications that will deliver results.  Outstanding Financial Results!  www.rrd.com. SDL SDL enables global businesses to enrich their customers’ experience through the entire customer journey.  SDL’s technology and services help brands to predict what their customers want and engage with them across multiple languages, cultures, channels and devices. SDL has over 1,500 enterprise customers, 400 partners and a global infrastructure of 70 offices in 38 countries. 42 out of the top 50 brands work with SDL.  www.sdl.com.   SG360° a Segerdahl company SG360° a Segerdahl company, produces EMPIRICAL DIRECT MARKETING SOLUTIONS for many of the world’s largest and savviest marketers. SG360° stands on three pillars of action: BRANDIRECTions, direct marketing solutions are optimized from start to finish through services that include national online testing panels, behavioral segmentation, predictive modeling and lifecycle integration; IMPRESSions, is where a massive array of printing presses transform a strategic vision into a tangible reality, bringing ideas to life through inline web printing, sheetfed offset printing and variable digital printing; EXPRESSions, final production, hand assembly, finishing, secured assembly, mailing and distribution logistics, direct mail pieces are shaped, crafted and placed in the hands of the consumer. SG360º delivers measurable ROI, while creating deep connections with those who matter most -- our customers and our customers’ customer.  www.sg360.com. Specialty Print Communications Specialty Print Communications (SPC) is a single-source provider of award winning loyalty marketing print communications for national retail marketers.  As a family- owned business, we apply an entrepreneurial and collaborative approach to every program to help ensure the opportunity to impress you again in the future. At SPC we focus on quality of ideas and workmanship, transparency, agility, and new ways to enrich your print communications. Your ROI and the strength of your consumer relationships are our measuring stick. We offer expertise in direct mail, loyalty kits, card issuance, hybrid print production, in-line printing, digital imaging, lettershop, postal logistics, and digital brand execution. Our goal is simple: to help marketers produce powerful materials that inspire audiences to act. We put the intelligence into direct mail.  www.specialtyprintcomm.com Speedeon Data Speedeon Data powers successful direct marketing programs for leading retailers by delivering the highest quality contact data and marketing data, through innovative data solutions, including: real-time data append, advanced data hygiene, new mover programs, and data modeling and analytics.  Speedeon Data enables retailers to enhancedatacaptureatpoint-of-sale,improvecustomersegmentationandbusiness analytics, optimize marketing program results, and achieve other important direct marketing goals. Headquartered in Cleveland, OH, with data center operations in Atlanta, GA, Speedeon Data serves leading brands, marketing agencies and contact centers across a range of industries, including: retail, banking, insurance, and cable & satellite television.  www.speedeondata.com. TIBCO Loyalty Lab TIBCO Loyalty Lab® is a leading provider of loyalty SaaS technology and services to marketers worldwide. Our focus is to empower marketers to rediscover the relationship with their customers so that consumers gain greater value, differentiation, and convenience through these brand engagements. With our experience working with over 100 brands, we strive to deliver value in as little as 3 months and results that impact your business objectives. Our real-time unified marketing platform is easy-to-use and customizable so that all components that drive consumer loyalty—program development, data integration, analytics, communications and engagements via web, social and mobile—can provide a seamless experience for consumers. Our services team also ensures that business objectives are continuously met through proprietary data, predicative analytics, implementation, creative, and program management.  www.loyaltylab.com. VMBC VMBC is a full-service advertising agency dedicated to growing our partners’ brands on the mobile platform. We partner with major national brands who see the move to mobile as not simply the next step in a digital evolution but a fundamental shift in how people will relate to each other. We believe mobile is the launch pad for a new type of consumer engagement and loyalty. We conceive and bring to life the brand and business ideas that nurture this loyalty. We do all this to build our clients’ brands on the mobile platform, generate deeper loyalty among their customer base and create incremental revenue. We do all this to help our clients make more money in the mobile space.  www.vmbc.com Wiland Direct Wiland Direct has built the country’s most comprehensive transactional database for multichannel retailers. With 235 million unique consumers and over 2,200 participating catalog/online merchants, in-store retailers, publishers, and nonprofit organizations, we understand the transactional behaviors of virtually every adult in the U.S.Thisdepthandbreadthofdata—combinedwithpowerfulandinnovativemodeling techniques—has helped us produce unprecedented results. Multichannel retailers successfully utilize Wiland Direct to: Generate incremental sales and profit; Boost ROI from direct marketing programs; Optimize customer contact strategy; Reengage former customers and acquire new customers; and Gain valuable customer insights. When you’re ready to test, the steps to get started are straightforward and simple. To learn more about how you can leverage the power of the Wiland Direct database, please Jerry Joyce, SVP at 330-240-5579. We are ready to serve you and would be happy to answer any questions.  www.wilanddirect.com. 48
  • 48. a Segerdahl company SEGMENT YOUR AUDIENCE. OR IT COULD GET UGLY. EMPIRICALDIRECTMARKETINGSOLUTIONS 1351 South Wheeling Road, Wheeling, Illinois 60090 847.541.1080 Connect Luke Heffron 262.646.2466 lukeh@sg360.com to learn more. Your customers aren’t one person. They are many. And your direct marketing should treat them that way. Find out what your cutomers want to see, hear and buy. And in turn, what your communications need to say, show and offer. SG360º a Segerdahl company EMPIRICALtesting