Mastering Multichannel
Park Plaza Waterloo, Lambeth, London, SE1 7DP
London
Summary
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.
- Multichannel orders & fulfilment
- Integrating bricks & clicks
- Establishing a scalable strategy
- Actionable insights from your customer data
- Creating an integrated & seamless cross-channel experience
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Chris Willis
Chief Transformation Officer (CTO)
Crabtree & EvelynRead Full Bio →
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.
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.
David Kohn
Customer & eCommerce Director
Heal'sRead Full Bio →
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.
Nick Owen
Head of IT
Orlebar BrownRead Full Bio →
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.
Joe Irons
Chief Customer Officer
PaperchaseRead Full Bio →
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.
AGENDA
8:15am
Registration & Networking Breakfast
8:55am
Introduction & Welcome
Commerce Futures
9:00am
Chris Willis, Chief Transformation Officer at Crabtree & Evelyn
09:30am
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
10:30am
Final comments before Tea, Coffee & Networking
11:00am
Event Close
Chris Willis
Chief Transformation Officer (CTO)
Crabtree & EvelynRead Full Bio →
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.
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.
David Kohn
Customer & eCommerce Director
Heal'sRead Full Bio →
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.
Nick Owen
Head of IT
Orlebar BrownRead Full Bio →
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.
Joe Irons
Chief Customer Officer
PaperchaseRead Full Bio →
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.
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