Maximising the Checkout

Chandos House, 2 Queen Anne Street, London, W1G 9LQ (Directions)

Maximising the Checkout

Payments. Risk. Retention

As net new online customers are increasingly hard to find, the shopping cart itself - the design, tools and level of consideration needed is the next battleground.

Whilst there is a debate to be had about the level of “friction” that should exist within the checkout experience, new devices and options within payments and account-setup are moving so quickly that it is easy for your checkout to become bloated.

Enabling alternative payment methods (APM’s) brings a whole stream of benefits to both customer and merchant. As more and more ‘easier’ ways to pay are introduced and expectations adapt, the need to remove friction from the checkout process will become ever more vital to your overall brand strategy. Whilst this is the case, the on-going requirement to mitigate risk against fraudulent orders must be adapted and dovetailed into this new payment landscape to ensure fraud associated losses are limited.

The panel of industry professionals guided us through an interactive discussion about what processes and tools you can put into place to ensure your business is ahead of the game.

Specific topics our discussion explored:

  • Prioritising new alternative payment methods (APM's)
  • Mobile authentication and the associated risks
  • Identity and how merchants keep on top of their internal processes and (Fraud) rules
  • First time fraud risk – stopping fraud at the first instance
  • Identity challenges – how they play into the increasing complexity of online payment

Those in attendance were:

  • CTO's & CDO's
  • CX & UX Directors
  • CEO/Founder/Owner
  • Directors of Digital/Finance/eCommerce
  • Heads of eCommerce/Online/Digital
  • Chief Financial Officer
  • Head of Fraud/Payments


Spencer Hudson

Spencer Hudson

Global Technical Solutions Manager - GHD

Spencer is an experienced solutions architect and currently the Global Technical Solutions Manager at GHD (a leader and innovator in hair styling), having worked within the digital team for the past 13 years, gaining extensive experience in all the operational aspects of international eCommerce and performance optimistation. He is responsible for the technical operation and performance of multiple international websites, including the UK.

He is also a keen runner (recently completing two consecutive marathons in support of the 401 Challenge) and an avid consumer of all things Sci-Fi.

Louise Lyons

Louise Lyons

Head of eCommerce - Annoushka

Louise is Head of eCommerce at Annoushka Ltd, the eponymous fine jewellery company of Annoushka Ducas, Founder of Links of London. Annoushka’s jewellery is designed for women by women and has gained a loyal following from women such as the Duchess of Cambridge, Suki Waterhouse, Rhianna, Patricia Arquette and Gwyneth Paltrow.

From a background managing large-scale development projects within a sales environment, Louise took a passion for fine jewellery into transformational eCommerce roles first at Theo Fennell and now at Annoushka Ltd - championing the luxury eCommerce experience.

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.




CyberSource is a payment management company and provides a complete portfolio of services that simplify and automate payment operations. Customers use our CyberSource and Authorize.Net brand solutions to process online payments, streamline fraud management, and simplify payment security. Born during the dawn of eCommerce in 1994, CyberSource was one of the pioneers in online payment and fraud management services for medium and large-sized merchants. In 2007, we acquired the leading U.S. small business payment services provider, Authorize.Net, thus expanding our market footprint to cover businesses ranging from the smallest sole proprietorships to the largest global brands. In 2010 CyberSource was acquired by, and operates as a wholly-owned subsidiary of Visa Inc. Today, over 400,000 businesses worldwide use CyberSource solutions. The company is headquartered in Foster City, California, with offices throughout Asia, Europe, Latin America, the Middle East and Africa, and the United States.

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Tacit Knowledge

Tacit Knowledge, a Newgistics company, is the digital commerce consultancy that delivers Silicon Valley innovation to retailers around the world. Since 2002, Tacit engineers have worked with nearly every enterprise-class retail technology on the market, implementing packaged applications, building custom software and providing application support, web development, integration and content management for global multichannel retailers. Its flagship product, ncommerce, combines technology from the most trusted and innovative companies in retail technology to deliver a stable, modern, affordable and infinitely scalable platform that’s easy to deploy and manage so retailers can focus their energy on the art of retail. When combined with Newgistics’ fulfillment, parcel delivery and returns management solutions, ncommerce offer a truly end-to-end commerce solution, from device to doorstep.

Tacit Knowledge is headquartered in San Francisco with offices in London, New York, Sydney, Mexico and Moldova.

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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, marketing leaders including directors of finance, fraud/payments, transformation, technology, digital, IT, strategy and online.

Q: What is the address of the venue?

A: Chandos House, 2 Queen Anne Street, London, W1G 9LQ

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.