Mastering Multichannel

Park Plaza Waterloo, Lambeth, London, SE1 7DP (Directions)

Mastering Multichannel

Be Efficient. Be Profitable

While embracing new interactive channels has been a primary focus for most traditional retailers over the last 5 years, priorities have shifted more recently towards integrating those online touch points. It appears that integration has been a persistent challenge for many businesses in the sector. But why?

Having an appropriate fulfilment method that’s always ready to quickly & seamlessly deliver the products your customers want is a crucial part of being a Multichannel brand. Establishing a flexible, reliable, and accurate scalable strategy that allows you to manage orders across channels and locations - but which doesn’t eat into your profit margins - is a more daunting challenge than retailers initially realise.

Are you tackling the real challenges of delivering on Multichannel retail? Our morning session will examine the issues involved in creating a seamless Multichannel experience for both you and your customers. We’ll hear from retailers who are on the journey towards solving these incredibly complex and potentially expensive challenges

Topics we will cover...

We will cover some of the most pressing issues facing retailers today:

  • Multichannel orders & fulfilment
  • Integrating bricks & clicks
  • Establishing a scalable strategy
  • Actionable insights from your customer data
  • Creating an integrated & seamless cross-channel experience

Who should attend?

  • Directors of Multichannel, Omnichannel, IT and eCommerce
  • Heads of IT, Operations, Logistics and Strategy
  • Chief Information Officers
  • Chief Technology Officers
  • Chief Finance Officers
  • Founders, CEO's and Owners


Chris Willis

Chris Willis

Chief Transformation Officer (CTO), Crabtree & Evelyn

Chris has over 18 years of digital experience with some of the world’s leading brands and digital agencies. A proven leader with global experience of transformation across multiple sectors with a focus on the impact of change to a business, in particular; people, processes, culture and technology. 

Operating across all levels up to and including board level, Chris has worked across legacy environments with established operations and risk-averse boards through to startups and the challenges they bring when trying to disrupt tomorrow or simply catch-up with today.

At Crabtree & Evelyn, Chris is responsible for the overall transformation of the business as they begin to rejuvenate the brand and re-create the market-leading innovator of its heyday, connecting the dots across experience, product, supply-chain and technology.

Chris's LinkedIn
Crabtree & Evelyn's website

David Kohn

David Kohn

Customer & eCommerce Director, Heal's

David is a multichannel leader with a rare combination of board-level, online and offline commercial experience. He is currently responsible for eCommerce and customer service at Heal’s, the world-famous furniture and interiors store. He has previously held leadership positions in major high street names including WHSmith, Waterstones, Borders and Snow+Rock.

David's LinkedIn
Heal's Website

Joe Irons

Joe Irons

Chief Customer Officer, Paperchase

Joe has been at Paperchase for 5 years and is responsible for the multichannel customer proposition and has overseen significant brand growth in stores, online and internationally. Joe is a seasoned multichannel retailer having spent the last 20 years in senior roles for a number of well-known high street brands including Monsoon, Accessorize, The Body Shop and New Look. 

Joe's LinkedIn
Paperchase's Website

Nick Owen

Nick Owen

Head of IT, Orlebar Brown

Nick has been working in technology for 15 years, across many different industries, fortunately ending up in retail for the past 8 years where he’s currently the Head of IT at Orlebar Brown. Previously he worked as IT Operations Manager at The Dune Group and more recently Head of IT at Agent Provocateur.

From Y2K rollouts for BAT, NAT and local councils, he has most recently been working in hybrid positions managing infrastructure and support teams whilst project managing web deployments and advising on other major projects such as CRM and Multichannel.

Nick's LinkedIn
Orlebar Brown Website



Registration & Networking Breakfast


Introduction & Welcome
Commerce Futures


Chris Willis, Chief Transformation Officer at Crabtree & Evelyn


Panel Q&A Session
Moderated by Jamie Hancox, Founder of Commerce Futures, with appearances from:

  • David Kohn, Customer & eCommerce Director, Heal's
  • Nick Owen, Head of IT, Orlebar Brown
  • Joe Irons, Chief Customer Officer, Paperchase
  • Chris Willis, Chief Transformation Officer at Crabtree & Evelyn


Final comments before Tea, Coffee & Networking


Event Close



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Q: Is there a fee for attending the Commerce Futures event?

A: Attending the event is free of charge. However, because we take great care in how we curate the audience, the event is invitation only and you must register in advance to attend. If you have not received an invitation but would like to attend, please register via the website and your place will be confirmed subject to approval.

Q: Can I bring a colleague?

A: Additional places will be subject to availability. Please ask your colleague to register via the website.

Q: Who else will be there?

A: Senior professionals in eCommerce, entrepreneurial brand owners, digital leaders including directors and leaders of omnichannel, multichannel, IT, technology, strategy, operations and finance.

Q: What is the address of the venue?

A: Park Plaza Waterloo, Lambeth, London, SE1 7DP

Q: Is there a dress code for this event?

A: There is no formal dress code. Please come dressed in comfortable attire e.g. business casual. 

Q: Who is Commerce Futures?

A: Commerce Futures is an independent online community for retail leaders and Commerce professionals. We provide a round up of the latest news and information relating to the key challenges in Commerce today, as well as insights into future trends and technologies that are shaping the online retail landscape. And because we believe it's important to learn from our peers, the regular Commerce Futures event series brings in expert speakers from leading brands to share case studies and industry know-how. 

Since 2012, thousands of professionals have attended our events and engaged with our content. We survey them regularly to understand what problems they are wrestling with now and tailor content to help them solve those concerns.

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