August 9th-12th, 2010                 The Hilton – Baltimore
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Every speaker is REQUIRED to end their
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Agenda-At-A-Glance

  Advanced Search Forum                                 Acquire Cutting-Edge Best Practices That Will ...
Main Conference Day One
                                                               Profitable Multi-Channel Strategies...
12:40 Invitation-Only C-Level Workshop & Private Lunch
12:40 Lunch & Networking for All Attendees

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Advanced                                       Acquire Cutting-Edge Best Practices That
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4.00   Panel Discussion: Exploring Tactical Techniques For                           5.15   eTail 2010 Welcome Reception
 ...
11.35 Panel Discussion: Building A Re-Targeting Strategy                         2.20   Continuation of Interactive Roundt...
wonderful experience from your home, but it’s not sensory. In many                     MarkMonitor, the global leader in e...
•   Follow best practices for personalized recommendations                            experience. Conference attendees wil...
4.00   Panel Discussion: Leveraging Your Multi-Channels To                            2.10   Ingram Micro Logistics Case S...
4.35   Practical Tactics For Moving Your Customers Through                                     This discussion will examin...
E Tail East10 Tls Sn
E Tail East10 Tls Sn
E Tail East10 Tls Sn
E Tail East10 Tls Sn
E Tail East10 Tls Sn
E Tail East10 Tls Sn
E Tail East10 Tls Sn
E Tail East10 Tls Sn
E Tail East10 Tls Sn
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Etail Conference is an event for multi channel & pure play retailers. Capture eCommerce Growth in Q4 & Beyond

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  1. 1. August 9th-12th, 2010 The Hilton – Baltimore www.etaileast.com Capture eCommerce Growth In Q4 & Beyond Optimize the core fundamentals of your eCommerce business Keynote Presentation Highlights: "Great conference. Very relevant topics with the right mix of Gilbert Fiorentino high level trends in ecommerce and tactical insights to drive Chief Executive – Technology Products Group the business. Perfect place to connect with industry leaders." Systemax (TigerDirect.com, –Miguel Almeida, VP Online Merchandising & Operations, Walgreens.com CompUSA, CircuitCity.com) Gilbert will discuss Retail 2.0 – The Interactive Networking: Retailer-Led Content: Intersection Of Retail & The Internet. Online shopping offers a Enjoy 9 Exclusive Retailer-to- Over 85% of all eTail wonderful experience from home, Retailer Networking Opportunities presentations will be delivered but many consumers still want to by attending our Industry by retailers themselves. That see, feel, and touch the items they Workshops, Private Executive-Level means you’ll gain tactical are buying. This session offers insights into how Systemax is actually Lunches, Card-Swaps & thought- knowledge from the executives that leveraging the best aspects of online provoking Think Tanks. Build long- are putting strategy into action. shopping in-store, making retail an lasting relationships with your all new experience. See page 9 for retailer peers! See page 2. more details. Brian Bradley EVP HSN.com and Executive-Level Participation: Advanced Services HSN Over 57% of the speaker faculty at eTail is a VP, SVP or a President of Brian believes that if you can find a way their retail organization. In addition, 81% are brand new to the show, to keep your customers engaged and and never participated at an eTail before. You’ll gain new insights and consistently deliver on your promises, strategies that you can immediately apply to your business! you can build an emotional connection between your brand and the consumer. In this highly tactical session, Brian will reveal The Top 7 Things That Will Fuel The Growth Of Your Brand and RETAILERS GET $200 OFF BEFORE JUNE 1ST explore what’s worked, and what PLUS: FREE ACCESS TO AUDIO PRESENTATIONS FROM THIS EVENT (A $550 VALUE!!) hasn’t, for HSN.com. See page 10 for more details. Lead Sponsors: Organized by: Register Today: Call: 888-482-6012 Email:Fax: 416-598-1452 Call: 866-691-7771 etail@wbresearch.com Web: www.etaileast.com
  2. 2. Every speaker is REQUIRED to end their presentation with 3 actionable take-aways from their discussion. You’ll walk away with over 153 tactics (from over 51 customized sessions) that you can action immediately after you get back to the office. Special Events Monday, August 9th, 2010: Wednesday, August 11th, 2010: 4:35 PM: 1:05 PM: Retailer-Only Card Swap Invitation-Only C-Level Workshop & Private Lunch This activity is the “retailer-networking” highlight of the 2010 program and you can’t What is top-of-mind for retail and online CEO’s today? miss it. In this “speed dating” like atmosphere, you’ll meet like-minded retailers whose Profitability; revenue maximization; customer retention; strategies will become your own after 3 more days of networking. Be sure to bring lots effective product extensions; and financial performance. All of business cards! these issues and more will be discussed during this closed- door session. This Invitation-Only, high-level networking 5:30 PM: opportunity is exclusive to eTail! It is designed as a eTail 2010 Welcome Reception brainstorming and networking workshop for CEO’s and At the end of the Advanced Search Forum and Email Marketing & Segmentation Day, Presidents only. It is also limited to 20 participants and is exclusively for retailers. Join our roundtable facilitators and join retail executives in this relaxed environment. For those just arriving, this is a perfect workshop participants at this session. opportunity to get all of your registration materials and jumpstart your networking activities at this welcome cocktail reception. Visit www.etaileast.com for updates on participants! If you are interested in attending, and are a qualified retailer, email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him at 646.200.7463. Tuesday, August 10th, 2010: 1:50 PM: Multi-Channel Consumer Marketing Workshop: The 8:10 AM: Touch Points To Success Card-Swap Hosted by: Dan Scott, Chief Marketing Officer, Scott Kay This is your very first big opportunity to network! You’ll immediately meet and exchange cards with your fellow attendees. Break the ice and start making Whether your product is luxury or mass, this workshop will connections! show you how to supercharge your marketing campaign in a highly successful, yet uncommon formula. In this 12:25 PM: memorable multi-channel marketing session, Dan will offer key examples and customized solutions on the spot. He’ll Invitation-Only SVP/EVP/CMO Workshop & Private Lunch take a complication from the audience and offer a solution Hosted by immediately. This Invitation-Only, high-level networking opportunity is exclusive to eTail! It is designed as a brainstorming and networking workshop for CMO’s, EVP’s and SVP’s 4:15 PM: only. It is also limited to 25 participants and is exclusively for retailers. Join our Retailer-Only Think Tanks roundtable facilitators and workshop participants at this session. Visit Enjoy quality one on one time with eTail retail speakers in www.etaileast.com for updates on participants! If you are interested in attending, and this Retailer-Only roundtable session. Build new are a qualified retailer, email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him relationships with fellow retail executives in this special at 646.200.7463. brainstorming session. Network and relationship build with peers in your industry who have similar challenges. 5:10 PM: Choose One Of Five Think-Tank Themes: eTail “Bar Crawl” Networking Reception • eCommerce & Multi-Channel Integration For Branded Manufacturers Hosted by • eCommerce International Expansion • On-Site Search Optimization Join all 700+ of your fellow delegates at this one time opportunity to network and • Focusing On The Fundamentals Of SEO relax with a drink. Meet all the other retailers at the show and build your personal • eCommerce Re-Platforming network. Next time you face a challenge, you’ll have a whole list of friends you can call! 2 Register Today: Call: 888-482-6012 Fax: 416-598-1452 Email: shawn.neveu@wbresearch.com 866-691-7771 Email: etail@wbresearch.com Web: www.etaileast.com
  3. 3. Agenda-At-A-Glance Advanced Search Forum Acquire Cutting-Edge Best Practices That Will Improve Any Monday, August 9th, 2010 Mature Search Operation 9:00 Continental Breakfast & Registration 4:35 Conclusion Of Advanced Search Forum 9:30 Chairperson’s Opening Remarks 4:35 Retailer-Only Card Swap Rahmon Coupe, CEO, YourAmigo 5:15 eTail 2010 Welcome Reception 9:45 Examining Innovative Paid Search Marketing Strategies At eBay Advanced Search Forum Roundtable Moderators: Jed Clevenger, Head of Search Marketing, eBay (Each table is moderated by a Retailer and a technical expert; Each 10:20 Interactive Roundtable Discussions table discussion will last 20 minutes) 11:35 Panel Discussion: Examining Cutting-Edge SEO Strategies Table 1: Kieran John Hawe, Digital Marketing, Disney Digital Books Artificial Intelligence Grows New Revenue from Organic Search Glenn Feldman, VP Web Operations, Performance Plus Tire Bree Blazak, Vice President, YourAmigo Mark Carson, President & Co-Founder, Fat Brain Toys Retail Moderator TBD Josh Himwich, Director of eCommerce Solutions, Diapers.com Table 2: 12:10 Customizing Your Search Campaign – It’s Not One Size Fits All Utilizing Attribution Management To Improve Your Amy Wong, Senior Marketing Manager, E-Commerce, New York & Marketing Mix Company Adam Goldberg, CoFounder and Chief Innovation Officer, 12:45 Lunch & Networking Clearsaleing Retail Moderator TBD 1:45 Panel Discussion: Optimizing On-Site Search To Offer Targeted Results That Drive Conversion Table 3: Ian MacDonald, Vice President & General Manager, CenturyNovelty.com Theme TBD Rob Cox, President, Poolcenter.com Joel Harvey, Director of Production & SEO, Invodo Christy Clark, SVP, eCommerce, GNC Retail Moderator TBD 2:20 Continuation Of Interactive Roundtables Table 4: Theme TBD 3:35 Coffee & Refreshments Justin Merickel, VP Marketing and New Product Development, 4:00 Panel Discussion: Exploring Tactical Techniques For Succeeding Efficient Frontier In The Complex World Of Search Marketing Retail Moderator TBD Dillon Smith, eMarketing & Social Media Manager, Golfsmith Stefan Pioso, Senior Marketing Manager – SEM & SEO, Kodak Gallery Alex Miller, Director, eMarketing, QVC Email Marketing & Segmentation Day Leverage Email Relevance To To Improve Customer Leverage Email Relevance Improve Customer Loyalty & Monday, August 9th, 2010 Increase Sales Loyalty & Increase Sales 9:00 Continental Breakfast & Registration 4:35 Conclusion Of Email Marketing & Segmentation Day 9:30 Chairperson’s Opening Remarks 4:35 Retailer-Only Card Swap 9:45 Analyzing Purchase Patterns To Drive Better Email Results 5:15 eTail 2010 Welcome Reception Jennifer Geddy, Director, CRM & Response Marketing, Sony Email Marketing & Segmentation Day Roundtable Moderators: Electronics (Each table is moderated by a Retailer and a technical expert; Each 10:20 Kickoff of Interactive Roundtable Discussions table discussion will last 20 minutes) 11:35 Panel Discussion: Building A Re-Targeting Strategy That Will Table 1: Immediately Impact Your Bottom Line Delivering Personalized Email Recommendations To Increase Adam Golomb, Director of eCommerce, Eat’n Park Hospitality Revenue And Customer Lifetime Value Group Meyar Sheik, CEO, Certona Howard Wyner, President, Scentiments.com Retail Moderator TBD Jay Greenberg, Director, eCommerce, Spencer Gifts Table 2: 12:10 Examining The Steps To Successfully Launch A Dynamic One-To- Personalization 2.0 - What’s Coming Next? One Email Merchandising Tool Shaun Schooley, VP Client Success, MyBuys Erick Barney, VP Marketing, Motorcycle Superstore Retail Moderator TBD 12:45 Lunch & Networking Table 3: 1:45 Tear Down The Walls Between Email And Your Website Theme TBD Larry Cooper, Senior Marketing Manager, Under Armour Infogroup Interactive Executive Retail Moderator TBD 2:20 Continuation Of Interactive Roundtables Table 4: 3:35 Coffee & Refreshments Up Close And Profitable: How Segmented, Real-time Marketing 4:00 Increasing Sales Without Promotions: The Value Of Drives Revenue Lift On Retail Site Segmentation And Editorial Content David Brussin, Founder & CEO, Monetate, Inc. Patrick O’Connell, Director of CRM, CustomInk Retail Moderator TBD Lead Sponsors: 3
  4. 4. Main Conference Day One Profitable Multi-Channel Strategies & Tactics Tuesday, August 10th, 2010 7:30 Registration And Networking Breakfast Inside The Solution 9:40 CEO/SVP Panel Discussion: Assessing Keys To Growth In 2010 & Beyond Zone David Siegel, SVP of Strategy & Corporate Development, 1-800-Flowers 8:10 Welcome Address & Opening Card Swap Christian Friedland, President, Build.com Jason Roussos, President/COO, Living Direct 8:15 Chairperson’s Opening Remarks Bill Pryor, COO, Shoebuy.com Robert Cell, CEO, MyBuys 10:15 Networking & Coffee Break Inside The Solution Zone 8:30 Retail 2.0 – The Intersection Of Retail & The Internet Gilbert Fiorentino, Chief Executive – Technology Products Group, 11:15 Mark Monitor Case Study With Retail Client Systemax (TigerDirect.com, CompUSA, CircuitCity.com) Fred Felman, CMO, MarkMonitor 9:05 How Trust Indicators Can Improve Online Conversions 11:50 The Top 7 Things That Will Fuel The Growth Of Your Brand Tim Callan, VP Marketing SSL, VeriSign Brian Bradley, EVP, HSN.com and Advanced Services 12:25 Invitation-Only SVP/EVP/CMO Workshop & Private Lunch Hosted by Tealeaf 12:25 Lunch & Networking For All Attendees TRACK A: TRACK B: TRACK C: Personalization & Relevance Marketing ROI-Focused Multi-Channel Integration Improved Customer Convenience & Retention 1:25 Chairperson’s Remarks Chairperson’s Remarks Chairperson’s Remarks Mike Lewis (aka @BostonMike), VP of Matt Williams, Director, Product Development Marketing, Awareness Amazon Payments 1:35 Improving Your Multi-Channel Integration How to Leverage Your Brand Differences Maximizing The Success Of Your Online Efforts To Increase Customer Value Across Functions, Channels, & Media Retailing Operation - Customer Experience, Tom Davis, VP of eCommerce, Kenneth Cole Lou Weiss, Chief Marketing Officer, Vitamin Innovation, & KPI’s Shoppe Bill Pryor, COO, Shoebuy.com 2:10 Multi-Channel Personalized Product Movies Unlimited Email Marketing Case Ingram Micro Logistics Case Study With Recommendations: Identifying Quick Wins Study Retail Client And Quantifying The Value For Multi- Ross Kramer, CEO, Listrak Terry Tysseland, Senior Vice President Operations Channel Retailers Ed Weiss, General Manager, Movies Unlimited & Supply Chain North America, Ingram Micro Meyar Sheik, CEO, Certona Logistics 2:45 Panel Discussion: Targeting Customers And The Marketer’s Toolbox – Leveraging A Panel Discussion: Optimizing eCommerce Improving Your Marketing ROI Through Myriad Of Metrics, Process, People & Fundamentals To Drive Growth Innovative Personalization & Segmentation Technology To Improve The Customer Shilo Jones, Director, Evogear Strategies Experience Michael Abolafia, Director of eCommerce, Alex Miller, Director, eMarketing, QVC Sebastian Pawlowski, Principal Marketing Taylor Gifts Stephen Fuller-Rowell, Director of eCommerce, Officer, CRM, Amtrak Julie Johnston, VP Merchandising, Drugstore.com Chinaberry Jay Greenberg, Director, eCommerce, Spencer Gifts 3:20 Networking & Coffee Break Inside The Solution Zone 4:00 Panel Discussion: Utilizing Interactive Panel Discussion: Leveraging Your Multi- Panel Discussion: Using Your Customer Merchandising To Drive Conversions Channels To Drive Revenue & Improve The Service Channel As An Opportunity For Tony Stallone, VP Merchandising and Food Customer Experience Marketing, Increasing Customer Safety, Peapod Peter Watanabe, Director, Marketing, Engagement & Sales Rob Cox, President, Poolcenter.com Staples Canada Bethany Gillan, Director of eCommerce Jason John, VP eCommerce, Redcats USA Rose Hamilton, VP eCommerce Marketing, Retailing & Marketing, Linea Pelle Daphne Sacco, Head of Display Advertising and Ann Taylor Kassie Rempel, Owner/Founder, SEM Agency Practice, eBay Sean Coutts, GM of eCommerce, SimplySoles.com Wal-Mart Canada Jane Judd, Senior Manager, Customer Loyalty Team, Zappos.com 4:35 Increasing Conversion Rates Through Strategies For Increasing Customer Practical Tactics For Moving Your Customers Multi-Channel Personalization Engagement Across Channels Through The Shopping Process More Efficiently Arnold Sookram, Director, Retention Marketing, Peter Hobolt Jensen, Senior Director & Global Ajit Sivadasan, VP/GM Global eCommerce & Backcountry.com Head, Digital Development, LEGO Sales, Lenovo 5:10 eTail “Bar Crawl” Networking Reception 1st Sponsor to Confirm - TouchCommerce Main Conference Day Two eCommerce Innovation – Separating Yourself From The Pack Wednesday, August 11th, 2010 8:15 Registration And Networking Breakfast Inside The Solution Zone 10:35 Networking & Coffee Break Inside The Solution Zone 9:00 Chairperson’s Opening Remarks 11:20 Keynote Panel: Optimizing Your Marketing Efforts To Drive Sales 9:15 Trends In Social Networking & Mobile Commerce That Will Lou Weiss, Chief Marketing Officer, Vitamin Shoppe Impact Your Bottom Line Bradford Matson, Chief Marketing Officer, Bluefly.com David Siegel, SVP of Strategy & Corporate Development, 1-800-Flowers Laura Christine, Vice President of Direct Marketing & eCommerce, SKECHERS 9:50 Utilizing Social Media To Delight Customers & Drive Commerce 12:05 Building A Personalization Strategy That Leverages Relevant Zita Cassizzi, VP of Dell.com, Dell Offers & Addresses Customer Needs Kathy Hecht, CMO, AG Interactive, American Greetings 4 Register Today: Call: 866-691-7771 Fax: 416-598-1452 Email: shawn.neveu@wbresearch.com 888-482-6012 Email: etail@wbresearch.com Web: www.etaileast.com
  5. 5. 12:40 Invitation-Only C-Level Workshop & Private Lunch 12:40 Lunch & Networking for All Attendees TRACK A: TRACK B: TRACK C: Cost Effective Analytics, Usability And Holiday Preparedness & Customer eCommerce Innovation & Channel Synergy Focused Strategies Multi-Channel Strategies 1:40 Chairperson’s Remarks Chairperson’s Remarks Chairperson’s Remarks 1:50 Panel Discussion: Redesigning Your Site To Actionable Attribution –Removing The Multi-Channel Consumer Marketing Increase Conversion Rates & Better Engage Smoke And Mirrors To Act On Good Data – Workshop: The Touch Points To Success Customers Online Dan Scott, Chief Marketing Officer, Scott Kay Bill Aicher, Director of Web and Marketing, Brandon Proctor, VP of Marketing (CMO), Build.com Musicnotes.com Josh Himwich, Director of eCommerce Solutions, Diapers.com Ralph Mondeaux, VP, Website Marketing, Overstock.com 2:25 Thinking Of Re-Platforming Your Site? 10 Panel Discussion: Holiday Preparedness For Ways To Save Time, Money & Stress 2010 – Protecting Every Dollar And Leisa Glispy, Director of Global eCommerce, Maximizing Internet Retail Sales Waterford Wedgwood Royal Doulton Lauren Freedman, President, The e-Tailing Group Tom Davis, VP of eCommerce, Kenneth Cole Rob Gough, Affiliate Marketing Manager, Finish Line Pat Farrell, Director of Applications Development, Interactive and New Media, QVC 3:00 Final Networking & Coffee Break Inside The Solution Zone 3:40 Home Grown User Testing: Usability Emotional Experience Design: Creating Turning The Complexity Of Custom Testing In-House With A Home-Made Lab Online Experiences That Deeply Engage Furniture Into A Simple Online Solution And Remote Online Testing Tools Customers That Can Be Leveraged Cross-Channel Archie Miller, Senior Manager, Web Design & Ron Rogowski, Principal Analyst, Forrester John Schroeder, Business Intelligence Manager, Development, Crutchfield Room and Board 4:15 Retailer-Only Think Tanks 5:00 End Of Conference Day Two Social Media & Mobile Commerce Summit Thursday, August 12th, 2010 9:00 Registration & Networking Breakfast 1:25 Panel Discussion: Best Practices For Mobile Site Design And 9:30 Chairperson’s Opening Remarks Navigation Marci Troutman, Founder, Siteminis Inc. Pat Farrell, Director of Applications Development, Interactive and New Media, QVC 9:45 Building An Online Community To Drive Measurable Business Mark Lowe, eCommerce Marketing and Digital Manager, Ace Hardware Results Rob Harles, VP of Community, Sears Holding Corporation 2:00 5 Easy & Safe (Really!) Ways To Use Customer-Generated Content To Build Your Brand 10:20 Panel Discussion: Mobile Commerce Trends & Best Practices Jana Eggers, CEO, Spreadshirt Revealed Sean Bunner, Operating Vice President, Advanced Services, HSN 2:35 Panel Discussion: Identifying A Practical Way To Monetize Colin A. Sebastian, Senior Vice President, Equity Research, Internet and Social Media Interactive Entertainment, Lazard Capital Markets Stacey Santo, VP of Marketing, Rue La La Maryssa Miller, Director of E-Commerce, Lacoste Laura Christine, Vice President of Direct Marketing & eCommerce, Executive TBD, Velocitude SKECHERS Josh Greene, Director of Internet Marketing, 1-800-PACK-RAT 10:55 Coffee & Refreshments 3:10 Coffee & Refreshments 11:25 Assessing How Mobile Commerce Will Impact Consumer Behavior 3:35 Clique-Sourcing: Getting The Right Crowd & Customer To Your Site Abhi Dhar, Chief Technology Officer – eCommerce, Walgreens Cecilia Pagkalinawan, Former Vice President E-Commerce & Direct Marketing, Frette and La Perla, CEO, Styletrek 12:00 Panel Discussion: Leveraging Social Media To Build Content, Increase SEO Rankings And Create Enhanced User Experiences 4:10 Integrating Social Media Elements Into An eCommerce Website Marc Parrish, VP of Loyalty & Retention, Barnesandnoble.com Frank Malsbenden, Vice President/General Manager, Vision Retailing Josh Greene, Director of Internet Marketing, 1-800-PACK-RAT Inc. (Shoeline.com, Bornshoes.com, Shopgeox.com) 12:35 Lunch For All Attendees 4:45 End of Social Media & Mobile Commerce Summit Lead Sponsors: 5
  6. 6. Advanced Acquire Cutting-Edge Best Practices That Will Improve Any Mature Search Operation Search Forum Monday, August 9th, 2010 Cover every aspect of Search (SEO, SEM, On-Site) in an intimate format with your fellow retailers. Search engine marketing is critical to every online merchant’s business strategy. Pay per click traffic and natural search results are often the catalyst for your very first interaction with new customers. With search being so critical in driving traffic and annual revenue, you must do everything you can to optimize your search operation. The Advanced Search Forum is a full day of content that will deep dive into SEO, SEM and site search strategies being utilized by industry leading retailers. You’ll walk away with in-depth strategies, tactics and techniques that you can apply immediately to improve your search marketing programs and a level of retail-specific search engine optimization training that you just can’t get anywhere else. Presentation Formats: • 35-minute Panel discussions • 35-minute case-studies • Rotating roundtable discussions (25 minutes each) With our rotating roundtable format, you’ll receive hands-on tactical knowledge from industry experts and your peers alike. This is your opportunity to get your questions answered, hear about specific retailer case-studies, and leave with actionable information to help optimize your marketing budget in 2010 and beyond. With Moderators from: 9.00 Continental Breakfast & Registration 12.10 Customizing Your Search Campaign – It’s Not One Size Fits All 9.30 Chairperson’s Opening Remarks Amy Wong Rahmon Coupe Senior Marketing Manager, E-Commerce CEO New York & Company YourAmigo Amy manages all aspects of search for her organization and pretty much all marketing that drives consumers to the web. She is also a 9.45 Examining Innovative Paid Search Marketing firm believer that diverse retailers must take diverse approaches to Strategies At eBay managing their search marketing budgets in order to achieve success. Jed Clevenger Amy will take you through 3 steps to determining how you can Head of Search Marketing customize your search campaign. eBay 12.45 Lunch & Networking Paid Search has played an important role in the growth and evolution of eBay. Today eBay focuses on optimizing its Paid Search portfolio to 1.45 Panel Discussion: Optimizing On-Site Search To Offer bring in more revenue for less spend. eBay is also leveraging its Targeted Results That Drive Conversion experience in several new ways. This session outlines eBay's optimization efforts as well as its evolving paid search advertising Ian MacDonald offerings. Vice President & General Manager CenturyNovelty.com 10.20 Interactive Roundtable Discussions Rob Cox President 11.35 Panel Discussion: Examining Cutting-Edge SEO Poolcenter.com Strategies Christy Clark Kieran John Hawe SVP, eCommerce Digital Marketing GNC Disney Digital Books When potential customers search within your site, they expect to find Glenn Feldman what they’re looking for. When they don’t, they abandon. Improving VP Web Operations your site search results will increase customer satisfaction and sales on Performance Plus Tire your site. Our panelists will walk you through their strategies for Mark Carson increasing the effectiveness, relevance and organization of their site President & Co-Founder search results. Attend this session and immediately improve this once Fat Brain Toys overlooked site functionality. Josh Himwich 2.20 Continuation Of Interactive Roundtables Director of eCommerce Solutions Diapers.com 3.35 Coffee & Refreshments Online retailers are constantly looking to improve their SEO strategies. But in such a rapidly evolving marketplace, can you ever truly be optimized? Our panelists will give you strategies and techniques to stay one step ahead of the competition. You’ll walk away with new ideas for improving your SEO rankings, evolving your link building strategies and incorporating emerging channels into your SEO marketing budget. 6 Register Today: Call: 888-482-6012 Fax: 416-598-1452 Email: shawn.neveu@wbresearch.com 866-691-7771 Email: etail@wbresearch.com Web: www.etaileast.com
  7. 7. 4.00 Panel Discussion: Exploring Tactical Techniques For 5.15 eTail 2010 Welcome Reception Succeeding In The Complex World Of Search (see page 2 for details!) Marketing Relax and enjoy the first networking cocktail hours of the event with this fun-filled reception at eTail. Dillon Smith eMarketing & Social Media Manager Roundtable Moderators For The Advanced Search Forum Golfsmith (Each table is moderated by a retailer and a technical expert; each Stefan Pioso table will last 25 minutes. There are 8 total tables) Senior Marketing Manager – SEM & SEO Table 1: Kodak Gallery Artificial Intelligence Grows New Revenue from Organic Search Alex Miller Bree Blazak, Vice President, YourAmigo Director, eMarketing Retail Moderator TBD QVC Table 2: For most retailers, paid search is their number one way of driving Utilizing Attribution Management To Improve traffic. But as pay per click costs continue to rise, retailers must ensure Your Marketing Mix they are reaching a targeted audience, and with a targeted message. Adam Goldberg, Co-Founder & Chief Innovation Officer, ClearSaleing Our panel will debate whether paid search best practices actually exist. Retail Moderator TBD They’ll also reveal their strategies to create a more relevant and Table 3: compelling paid search experience for their customers. Theme TBD Joel Harvey, Director of Production & SEO, Invodo 4.35 Conclusion Of Advanced Search Forum Retail Moderator TBD 4.35 Retailer-Only Card Swap Table 4: This activity is the “retailer-networking” highlight of the 2010 program Theme TBD and you can’t miss it. Be sure to bring lots of business cards! Justin Merickel, VP Marketing and New Product Development, Efficient Frontier Retail Moderator TBD For more information on hosting a roundtable, call Chet Silverman at 646.200.7478 or email him at csilverman@wbresearch.com. *Check www.etaileast.com for updates on Retailers & Moderators. Email Marketing & Leverage Email Relevance To Improve Customer Loyalty & Increase Sales Segmentation Day Monday, August 9th, 2010 Rebuild your email campaign to improve customer acquisition and retention rates. In order to maximize the value of your email program, you must understand and apply the latest trends, strategies and email marketing best practices. In 2010, innovative online retailers are redefining the dos, don’ts and possibilities of this low cost channel. From email acquisition, to content and deliverability, this full day of content employs you with tactics that will immediately improve email response rates, purchase and increase AOV. Presentation Formats: • 35-minute Panel discussions • 35-minute case-studies • Rotating roundtable discussions (25 minutes each) With our rotating roundtable format, you’ll receive hands-on tactical knowledge from industry experts and your peers alike. This is your opportunity to get your questions answered, hear about specific retailer case-studies, and leave with actionable information to help optimize your email marketing. Conference attendees cannot afford to miss this day! With Moderators from: 9.00 Continental Breakfast & Conference Registration Data isn’t sexy, but it is the backbone of email segmentation and it is critical to better understanding customer purchase patterns. Jen 9.30 Chairperson’s Opening Remarks develops and executes consumer response marketing programs at Sony Electronics. This session will outline ways to generate 9.45 Analyzing Customer Purchase Patterns To Drive Better incremental revenue through targeted email marketing programs; from Email Results growing your repurchase activity to utilizing consumer insights that will increase your customer retention rate. Jennifer Geddy Director, CRM & Response Marketing 10.20 Interactive Roundtable Discussions Sony Electronics Lead Sponsors: 7
  8. 8. 11.35 Panel Discussion: Building A Re-Targeting Strategy 2.20 Continuation of Interactive Roundtables That Will Immediately Impact Your Bottom Line 3.35 Coffee & Refreshments Adam Golomb Director of eCommerce 4.00 Increasing Sales Without Promotions: The Value Of Eat’n Park Hospitality Group Segmentation And Editorial Content Howard Wyner Patrick O’Connell President Director of CRM Scentiments.com CustomInk Jay Greenberg Director, eCommerce Including editorial (non-promotional) content in your emails can help Spencer Gifts establish a company as an expert in the field and build more valuable customer relationships. Attend this session to learn how leading A successful email retargeting program will no doubt yield positive companies have increased both response rates and sales using this results. But how do you know if you are getting the most out of your loyalty-building technique, including segmentation and testing. retargeting effort? And how do you measure your results? This panel will uncover best practices for email retargeting – from what they’re 4.35 Conclusion Of Email Marketing & Segmentation Day currently doing, to the results they’ve seen, and also where they are heading. They’ll help you build your retargeting strategy and improve 4.35 Retailer-Only Card Swap your overall email marketing strategy. This activity is the “retailer-networking” highlight of the 2010 program and you can’t miss it. Be sure to bring lots of business cards! 12.10 Examining The Steps To Successfully Launch A Dynamic One-To-One Email Merchandising Tool 5.15 eTail 2010 Welcome Reception (see page 2 for details!) Erick Barney Relax and enjoy the first networking cocktail hours of the VP Marketing event with this fun-filled reception at eTail. Motorcycle Superstore Roundtable Moderators For Email Marketing & Segmentation Day At eTail Baltimore 2009, Erick presented and discussed Motorcycle (Each table is moderated by a retailer and a technical expert; each Superstore’s plan for driving increased revenue out of their email table will last 25 minutes. There will be 8 total tables.) campaign. Since that time, they have successfully launched a new email merchandising tool and the results have been incredible. In Table 1: Delivering Personalized Email Recommendations To 2010, Erick is returning to email day to reveal exactly how they Increase Revenue And Customer Lifetime Value reached their original goal and explore how this success is opening up Meyar Sheik, CEO, Certona more doors for future innovation. Retail Moderator TBD Table 2: Personalization 2.0 - What’s Coming Next? 12.45 Lunch & Networking Shaun Schooley, VP Client Success, MyBuys Retail Moderator TBD 1.45 Tear Down The Walls Between Email And Your Website Table 3: Theme TBD Larry Cooper Infogroup Interactive Executive Senior Marketing Manager Retail Moderator TBD Under Armour Table 4: Up Close And Profitable: How Segmented, Real-time Go beyond simply connecting your email marketing strategies and web Marketing Drives Revenue Lift On Retail Site site marketing efforts. In this session Larry will showcase how Under David Brussin, Founder & CEO, Monetate, Inc. Armour has reached an unprecedented level of email marketing Retail Moderator TBD success. Success was achieved by incorporating testing and For more information on hosting a roundtable, call Chet Silverman optimization of landing pages and offers directly into the execution of at 646.200.7478 or email him at csilverman@wbresearch.com. email campaigns; and by including personalized product recommendations as dynamic email content. *Check www.etaileast.com for updates on Retailers & Moderators. Main Conference Profitable Multi-Channel Strategies & Tactics Day One Tuesday, August 10th, 2010 7.30 Registration & Networking Breakfast Inside The 8.30 Retail 2.0 – The Intersection Of Retail & The Internet Solution Zone Gilbert Fiorentino Chief Executive – Technology Products Group 8.10 Welcome Address & Opening Card Swap Systemax (TigerDirect.com, CompUSA, CircuitCity.com) 8.15 Chairperson’s Opening Remarks The consumer retail experience hasn’t changed in 200 years. You pick Robert Cell products off a shelf, pay for them, and leave. With the advent of the CEO Internet and our acquisition of the CompUSA brand – we had to take MyBuys a long, hard look at the retail experience. Online shopping offers a 8 Register Today: Call: 866-691-7771 Fax: 416-598-1452 Email: shawn.neveu@wbresearch.com 888-482-6012 Email: etail@wbresearch.com Web: www.etaileast.com
  9. 9. wonderful experience from your home, but it’s not sensory. In many MarkMonitor, the global leader in enterprise brand protection, offers markets only a small percentage of total sales are completed online. comprehensive solutions and services that safeguard brands, Customers still want to see, feel, and touch the item they are buying. reputation and revenue from online risks. With end-to-end solutions We had to ask ourselves how to expand the retail experience by that address the growing threats of online fraud, brand abuse and integrating the greatest things of online shopping while maximizing unauthorized channels, MarkMonitor enables a secure Internet for the retail in-person experience. businesses and their customers. The company's exclusive access to data combined with its patented real-time prevention, detection and How can technology best serve the in-store consumer? How can the response capabilities provide wide-ranging protection to the ever- Internet and digital marketing be exploited best for retail? What type changing online risks faced by brands today. For more information, of centralized management can control the retail experience, allowing visit www.markmonitor.com retail store staff to focus on customers? How can we continue to innovate and make retail an all new experience? All these questions 11.50 The Top 7 Things That Will Fuel The Growth Of and more will be answered in Gilbert’s kickoff keynote session. Your Brand Brian Bradley 9.05 How Trust Indicators Can Improve Online Conversions EVP Tim Callan HSN.com and Advanced Services VP Marketing SSL VeriSign Improving your customer acquisition and retention rates is all about creating a flawless brand experience across every customer touch point. In an environment marred by tightened spending and an increased If you can find a way to keep your customers engaged and consistently sensitivity to online scams, online retailers must think beyond the standard deliver on your promises, you can build an emotional connection tactics to convince site visitors to buy. One such online retailer recognized between your brand and your consumer. Brian Bradley is responsible the importance of consumer trust in their customer's buying decisions and for developing and guiding the strategic direction and operations of by taking steps to increase site security and provide a trusted experience, HSN.com and maximizing the growth of their eCommerce channel. In significantly increased their customer conversion rates. this highly tactical keynote session, Brian will walk attendees through 7 things that HSN.com is doing to fuel the growth of their brand and According to a study conducted by Synovate/GMI, over half of Internet reveal what’s worked, what hasn’t, and what their future focus will be. users today avoid buying online because they are afraid their financial information might be stolen, and 49% of those who express concern 12.25 Invitation-Only SVP/EVP/CMO Workshop about their information security do not make online purchases at all. This & Private Lunch presentation summarizes the latest ways for businesses to demonstrate Hosted by their trustworthiness to potential customers and increase their This Invitation-Only, high-level networking opportunity is exclusive to competitiveness in the marketplace. eTail! It is designed as a brainstorming and networking workshop for CMO’s and SVP’s only, to ensure a high-level discussion. It is also 9.40 CEO/SVP Panel Discussion: Assessing Keys To Growth limited to 25 participants and is exclusively for retailers. Join our In 2010 & Beyond roundtable facilitators and workshop participants at this session. David Siegel Visit www.etaileast.com for updates on participants! If you are SVP of Strategy & Corporate Development interested in attending, and are a qualified retailer, email Jarrett 1-800-Flowers Spagnoli at jspagnoli@wbresearch.com or call him at 646.200.7463. Christian Friedland President 12.25 Lunch & Networking For All Attendees Build.com Track A: Personalization & Relevance Marketing Jason Roussos President/COO 1.25 Chairperson’s Remarks Living Direct Bill Pryor 1.35 Improving Your Multi-Channel Integration Efforts To COO Increase Customer Value Shoebuy.com Tom Davis VP of eCommerce Most retailers are feeling much more optimistic than they were a year Kenneth Cole ago. 2009 was a tough year but Holiday 2009 bounced back and in particular, online sales growth outshined all other channels. With In order to communicate in a relevant way, multi-channel retailers need disparate growth across channels comes more pressure for C-level a better view of their cross-channel customers. If you know and track executives to focus on eCommerce operations and for eTailers that is a what a customer is experiencing at every touch point, you can begin to good thing. Our panelists will discuss their plans for driving the short predict their intent, and offer (or recommend) a more tailored and long-term growth of their businesses across channels – utilizing shopping experience. Tom believes that one of the keys to growth in the web as their anchor. 2010 for his business will be their ability to increase the relevance of every customer touchpoint; and that will be achieved through 10.15 Networking & Coffee Break Inside The Solution Zone information integration across channels. Beyond refueling, the breaks are a great opportunity to benchmark vendors and shortlist potential solutions. Your job is technology- 2.10 Multi-Channel Personalized Product enabled, and where better to keep abreast of all the latest Recommendations: Identifying Quick Wins And developments? Make sure you stop by the Solution Zone Concierge to Quantifying The Value For Multi-Channel Retailers get help finding exactly which vendor you want. Meyar Sheik 11.15 MarkMonitor Case Study With Retail Client CEO Certona Fred Felman CMO • Address the critical success factors of online and cross-channel MarkMonitor personalization Lead Sponsors: 9
  10. 10. • Follow best practices for personalized recommendations experience. Conference attendees will walk away from this session with • Use A/B and multivariate testing, analytics and the right metrics to a look into how Backcountry.com built their personalization strategy, properly quantify the contribution from recommendations leveraged it across channels, and increased sales. • Expand your personalization with custom-tailored merchandising and business rules 5.10 eTail “Bar-Crawl” Networking Reception Join all 700+ of your fellow delegates at this one time 2.45 Panel Discussion: Targeting Customers And Improving opportunity to network and relax with a drink. Meet Your Marketing ROI Through Innovative all the other retailers at the show and build your Personalization & Segmentation Strategies personal network. Next time you face a challenge, you’ll have a whole list of friends you can call! Alex Miller Director, eMarketing 1st Sponsor to Confirm: QVC Stephen Fuller-Rowell Track B: ROI-Focused Multi-Channel Integration Director of eCommerce Chinaberry 1.25 Chairperson’s Remarks Jay Greenberg Mike Lewis (aka @BostonMike) Director, eCommerce VP of Marketing Spencer Gifts Awareness Relevancy drives response. And there are various different ways you 1.35 How to Leverage Your Brand Differences Across can split your customer base to ensure your message is relevant. Functions, Channels, & Media Segmentation has been widely regarded as a proven way to improve responses – and it’s the key to improving customer retention Lou Weiss strategies. Our panelists will walk you through the strategies they’ve Chief Marketing Officer employed and reveal why personalization is the key to building lifetime Vitamin Shoppe customer value. It’s one thing to have a defined strategy for your brand, it’s another to 3.20 Networking & Coffee Break Inside The Solution Zone actually bring that strategy to life in each of the hundreds of touch Beyond refueling, the breaks are a great opportunity to benchmark points you have with your customers and prospects. In this session, vendors and shortlist potential solutions. Your job is technology- Lou will explore how marketing can bring those brand differences to enabled, and where better to keep abreast of all the latest life across different company functions, channels, and media. developments? Make sure you stop by the Solution Zone Concierge to get help finding exactly which vendor you want. 2.10 Movies Unlimited Email Marketing Case Study Ross Kramer 4.00 Panel Discussion: Utilizing Interactive Merchandising CEO To Drive Conversions Listrak Tony Stallone Ed Weiss VP Merchandising and Food Safety General Manager Peapod Movies Unlimited Rob Cox President Listrak is an email marketing firm providing solutions, services and software Poolcenter.com to optimize the value of email. Listrak works with clients like Waterford, Wolfgang Puck, Royal Doulton and Movies Unlimited to develop engaging Jason John email marketing that goes beyond the inbox to the individual, Delivering VP eCommerce the Extra PercentTM in effectiveness and ROI. www.listrak.com Redcats USA Daphne Sacco 2.45 The Marketer’s Toolbox – Leveraging A Myriad Of Head of Display Advertising and SEM Agency Practice Metrics, Process, People & Technology To Improve The eBay Customer Experience Sebastian Pawlowski To be a successful online retailer, you can’t just have an online store. Principal Marketing Officer, CRM You must create an enjoyable, user-friendly shopping experience for your Amtrak customers, at every visit. One way to create superior online experiences is by building rich, immersive shopping sites, utilizing interactive product Companies can leverage a myriad of metrics, process, people, displays, dynamic pages, and merchandising strategies that engage. technology and market opportunities to get through the ups and This panel reveals merchandising tips and examines the enhancements downs of doing business. Improving the customer experience takes an that they’ve made. They’ll also walk you through how conversion rates integrated toolbox, especially during recessionary periods. It’s not have been impacted due to their innovative merchandising. Conference about how CRM (whatever that means), loyalty programs and the attendees should bring lots of questions to this interactive session. "internet" (least cost channel) alone can save us. There's no magic bullet. It’s about knowing how to leverage your toolbox, which usually 4.35 Increasing Conversion Rates Through Multi-Channel has tools you've forgotten about. From brand management to rich Personalization data for targeted communications...Amtrak is learning how to listen to Arnold Sookram its customers better. Marketing done right is service! Director, Retention Marketing Backcountry.com 3.20 Networking & Coffee Break Inside The Solution Zone Beyond refueling, the breaks are a great opportunity to benchmark Personalization is a customer retention solution. It can create a level of vendors and shortlist potential solutions. Your job is technology- retail loyalty that merchants might never have dreamed possible. By enabled, and where better to keep abreast of all the latest tailoring site visits and customer touch points, internet retailer developments? Make sure you stop by the Solution Zone Concierge to conversion rates go up, and shopping interactions improve the customer get help finding exactly which vendor you want. 10 Register Today: Call: 866-691-7771 Fax: 416-598-1452 Email: shawn.neveu@wbresearch.com Call: 888-482-6012 Email: etail@wbresearch.com Web: www.etaileast.com
  11. 11. 4.00 Panel Discussion: Leveraging Your Multi-Channels To 2.10 Ingram Micro Logistics Case Study With Retail Client Drive Revenue & Improve The Customer Experience Terry Tysseland Peter Watanabe Senior Vice President Operations & Supply Chain North America Director, Marketing Ingram Micro Logistics Staples Canada Ingram Micro Logistics (IML) reduces supply-chain costs, creates efficiencies and Rose Hamilton improves quality for our clients with scalable logistics services. We are the only VP eCommerce Marketing provider with the flexibility and expertise to efficiently handle multi-channel Ann Taylor fulfillment – from a single product shipping to an e-commerce customer, to an Sean Coutts entire truckload arriving at a retail distribution center on a specific date. This GM of eCommerce multi-channel supply chain expertise allows our clients to fully leverage a single Wal-Mart Canada pool of inventory for all segments of their businesses. We offer the flexibility of customized, “white-glove” order handling, same-day shipping capabilities, and Research shows that a multi-channel shopper shops frequently, spends a variable cost model that requires no monthly minimums. Our 30 years of more at each purchase, and remains loyal when satisfied with their cross- supply-chain expertise and broad geographic presence provide a flexible channel shopping experience. But achieving multi-channel integration is footprint for our clients to shift stocking locations as needed throughout our no easy task. It requires retailers to understand their customers’ needs, seven North American Advanced Logistics Centers comprising more than 4.4 align internal organizational structures, re-engineer business processes for million square feet of space. Because of our relentless pursuit of accuracy and seamless execution, and the right mix of technology. Our panel walks reliability, our partners use Ingram Micro Logistics’ services to grow their you through their multi channel retail strategies that have succeeded in existing business and expand into their markets of choice. driving revenue and improving the customer experience. 2.45 Panel Discussion: Optimizing eCommerce 4.35 Strategies For Increasing Customer Engagement Fundamentals To Drive Growth Across Channels Shilo Jones Peter Hobolt Jensen Director Senior Director & Global Head, Digital Development Evogear LEGO Michael Abolafia Trying to understand how customers shop across channels has always been Director of eCommerce challenging. But with more competition entering the market everyday, Taylor Gifts multi-channel retailers must leverage their multiple channels to keep the Julie Johnston customer engaged – offering value at every touchpoint. Peter will discuss VP Merchandising LEGO’s use of channel integration, loyalty programs and social media to Drugstore.com keep their customers engaged and never too far from a purchase. eTailers are focused on constant innovation, new technologies and 5.10 eTail “Bar-Crawl” Networking Reception enhanced user experiences. In 2009, retailers had to go back to basics, Join all 700+ of your fellow delegates at this one time looking at their marketing initiatives and ecommerce tools to better define opportunity to network and relax with a drink. Meet the ROI being realized. What smart eTailers have learned is that instead of all the other retailers at the show and build your adding every new tool on the market, focusing on the fundamentals can personal network. Next time you face a challenge, drive growth just as effectively. Our panelists will help you understand you’ll have a whole list of friends you can call! where you should be better at blocking and tackling. 1st Sponsor to Confirm: 3.20 Networking & Coffee Break Inside The Solution Zone Beyond refueling, the breaks are a great opportunity to benchmark Track C: Improved Customer Convenience & Retention vendors and shortlist potential solutions. Your job is technology- enabled, and where better to keep abreast of all the latest 1.25 Chairperson’s Remarks developments? Make sure you stop by the Solution Zone Concierge to get help finding exactly which vendor you want. Matt Williams Director, Product Development 4.00 Panel Discussion: Using Your Customer Service Amazon Payments Channel As An Opportunity For Marketing, Increasing Customer Engagement & Sales 1.35 Maximizing The Success Of Your Online Retailing Operation - Customer Experience, Innovation, & KPI’s Bethany Gillan Director of eCommerce Retailing & Marketing Bill Pryor Linea Pelle COO Shoebuy.com Kassie Rempel Owner/Founder This presentation will help retailers understand how a focus on SimplySoles.com customer experience, innovation, and Key Performance Indicators Jane Judd (KPI’s) can improve a retailer’s decision making and ability to establish Senior Manager, Customer Loyalty Team and grow a profitable online business. From multi-channel retailer to Zappos.com pure-play e-tailer, retailers face similar challenges. By listening to customers, making decisions that contribute to a goal, and measuring When it comes to competing for customers, many online retailers results, Shoebuy.com has become one of the largest online retailers for believe that their only option is to compete on price. But that’s not shoes, bags, accessories, and apparel with more than 1,000 brands, always the case. “Executional Excellence” can actually set you apart. 800,000 products, and 6.5 million unique visitors per month. How in-stock you are, how quickly you ship, and how good your service is matters to today’s customer. Our panelists have been able to achieve the right balance of price and execution. They’ll uncover not only how to make the shopping process frictionless, but ways to actually leverage your customer service as another revenue channel. Lead Sponsors: 11
  12. 12. 4.35 Practical Tactics For Moving Your Customers Through This discussion will examine key drivers of conversion (what works), The Shopping Process More Efficiently views on advanced merchandising concepts – borrowed shamelessly from the field of behavioral economics (how customers behave), the Ajit Sivadasan paradox of choice (how more is almost never better), and the influence VP/GM Global eCommerce & Sales of content (both third party and user generated) on user experience on Lenovo day today decision making. Customers use sites for multiple activities across a broad spectrum of 5.10 eTail “Bar-Crawl” Networking Reception needs spanning from researching products and services, to purchasing Join all 700+ of your fellow delegates at this one time products, to getting support on purchases already made; or maybe just opportunity to network and relax with a drink. Meet catching up on their favorite sports team or the weather. While the all the other retailers at the show and build your needs are indeed varied, the common unifying theme for most websites personal network. Next time you face a challenge, online is to help figure out ways of simplifying user experience and you’ll have a whole list of friends you can call! helping customers make informed decisions in a simple and intuitive manner. The companies that successfully do this reap the benefit of 1st Sponsor to Confirm: higher conversions and more importantly satisfied customers. Main Conference eCommerce Innovation – Separating Yourself From The Pack Day Two Wednesday, August 11th, 2010 8.15 Registration & Networking Breakfast Inside The 11:20 Keynote Panel: Optimizing Your Marketing Efforts To Solution Zone Drive Sales Lou Weiss 9:00 Chairperson’s Opening Remarks Chief Marketing Officer Vitamin Shoppe 9.15 Trends In Social Networking & Mobile Commerce That Will Impact Your Bottom Line Bradford Matson Chief Marketing Officer David Siegel Bluefly.com SVP of Strategy & Corporate Development 1-800-Flowers Laura Christine Vice President of Direct Marketing & eCommerce Web 2.0 has changed the way customers interact online so much that SKECHERS we are now moving into a new era – Web 3.0. No longer can online merchants wait for the customer to come to them – they must go to Online retail sales grew in 2009 even as stores slumped. Multi-channel the customers. Whether that be Facebook, Twitter, or on their mobile retailers are finally realizing that the internet is central to the running device, thin applications that bring the ability to buy products within the of their offline business – across customer acquisition, product research customers environment are critical to enabling retailers to continue to and price comparisons. With the internet becoming the front end to grow their business. David will discuss the 1-800-Flowers social, mobile the entire store, the retail landscape is changing. This keynote panel and remote gift giving strategies in this opening Keynote session. consists of a mix of multi-channel and pure-play retailers. They’ll tackle the critical marketing efforts that every online retailer must optimize in 9.50 Utilizing Social Media To Delight Customers & Drive order to return to double digit growth in 2010. Commerce 12.05 Building A Personalization Strategy That Leverages Zita Cassizzi Relevant Offers & Addresses Customer Needs VP of Dell.com Dell Kathy Hecht CMO, AG Interactive There is a great debate going on regarding the business value of social American Greetings media and there seem to be 3 categories of debaters: those who say social media is strictly for engagement, those who believe monetization Customer acquisition and retention are the keys to eCommerce will never exceed a small percentage of overall sales, and those who growth. With ever-increasing competition, the need to satisfy and believe the revenue floodgates will someday open. Dell’s success was pleasantly surprise your current customer base is greater than ever. built on building direct relationship with its customers, and it’s no surprise Presenting the right product recommendations to the right visitors at Dell believes in listening to the voice of the customer. Conference the right time enhances the shopping experience. By personalizing the attendees in this session will learn how Dell is turning social engagement shopping experience, you can differentiate your brand, solidify and word of mouth marketing strategies into a business advantage. customer loyalty, and as a result, increase sales. Kathy will give you tips on how to better understand your visitors’ behaviors and provide 10.35 Networking & Coffee Break Inside The Solution Zone them with a more desirable shopping experience. Beyond refueling, the breaks are a great opportunity to benchmark vendors and shortlist potential solutions. Your job is technology- 12.40 Invitation-Only C-Level Workshop & Private Lunch enabled, and where better to keep abreast of all the latest What is top-of-mind for retail and online CEO’s today? Profitability; developments? Make sure you stop by the Solution Zone Concierge to revenue maximization; customer retention; effective product get help finding exactly which vendor you want. extensions and financial performance. All these issues and more will be discussed during this closed-door session. 12 Register Today: Call: 866-691-7771 Fax: 416-598-1452 Email: shawn.neveu@wbresearch.com 888-482-6012 Email: etail@wbresearch.com Web: www.etaileast.com

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