Pre-Summit Day, Monday, February 27: Transform EMAIL + RETENTION Summit Email, SMS, Retention & CRM Best Practices Retailer Only

Get a jump start on conference registration and join us for a delicious breakfast before a full day of content & interactive roundtables

You know that personalizing your email and SMS campaigns is important, but how do you choose who receives what messaging? There are many different ways to segment customers, but in this session we’ll discuss how to create customer cohorts using past customer performance and RFM analysis to find those customers most likely to churn or those who are on their way “out the door”. Marta will share ways to automate use of these segments in email/SMS campaigns to proactively win customers back before they’re truly gone.

Marta Dalton

VP, Data Analytics & Customer Insights
Amyris

See Bio

Join our chair for the summit as she kicks off the day!

Adam Robinson

CEO
Retention.com

See Bio

Today’s customer gets hundreds of emails a day. Customers are more likely than ever to quickly click delete on an email that your company put a lot of effort into creating. During this keynote panel discussion, join three brand executives who send emails that get customers to click and engage as they talk us through their suggestions for the best use of personalized messaging, eye catching subject lines and establishing that human touch through email.       

• Focusing on relevancy and personalization to improve open rates and engagement
• Discussing new methods for retargeting non-openers given Apple’s new privacy update
• Evaluating inbox placement and avoiding the spam/junk box folder
• Learning which customers are opening (or not opening) your emails
• Incorporating VTO (view time optimization) tools to improve open rates

Matthew Seifert

Senior Director, Retention and Monetization
Pretty Litter

See Bio

Annella Kelso

Head of Email & BBQ Marketing
Snake River Farms

See Bio

Cassandra Reed

Director, CRM
Ilia Beauty

See Bio

Guy Hanson

VP, Customer Engagement
Validity

See Bio

Hear quick intros from your roundtable hosts and get ready to take a deep dive into the latest challenges related to email and customer retention. 

Table 1:

Uniting Email & SMS to Create a Multi-Channel Revenue Strategy

Moderator: Jimmy Kim, CEO & Co-Founder, Sendlane

Table 2:

10X Your Abandonment Revenue with Retention.com

Moderator: Diana Ross, Co-Founder, Retention.com

Table 3:

Unlocking Growth and Customer LTV: Fueling your CRM program with Data-Driven Automations

Sending relevant campaigns begin and end with data. We’ll discuss easily capturing and using intelligent customer insights to build personalized audiences and messages that resonate with subscribers - all in one marketer-friendly tool. These tactics will enable your brand to scale automations quickly, driving total demand and making your program best in class.

Moderator: Rhon Bell, Director, CRM Strategy, Cordial

Table 4:

Three Reasons Why Forever 21 is Implementing Smart Banners in 2023™

Increasing revenue in 2023 is the top goal of every marketer out there. Over here at Zembula, we’ve cracked the code on exceeding your revenue goals - performative personalization. Our client, Forever 21 is here to tell you all the ways Zembula is helping them crush their goals this year with Smart Banner™. 

What you’ll learn: 

• What is performative personalization and how you can use it
• Why Forever 21 is turning to Zembula Smart Banners™ in 2023
• How Forever 21 will utilize Zembula and what results they expect to see

Moderator: Randy Levy, Chief Revenue Officer, Zembula, Ryan Hofmann, VP, CRM and Channel Marketing, Forever 21

Table 5:

Sometimes in email, less is more 

Moderator: Kara Trivunovic, Managing Director, Messaging, Epsilon 

Table 6:

First-party data is the key to email personalization

Takeaways:

• Personalizing emails with first-party data undoubtedly drives increased engagement, improved customer experience, and greater loyalty.
• Everyone talks about personalization, however, true personalization happens on multiple levels. And to do personalization right, you want to start with the customer.
• Easy access to unified customer data enables the creation of highly individualized email campaigns, by personalizing on multiple levels.
• First-party data is invaluable in your ability to truly understand who your customers are, what they want, and how and when they want it. With this data you can create innumerable segments at a granular level, allowing you to tailor content and emails to each and every customer.

Join us for a highly topical round table discussion on one of the key challenges facing CRM practitioners in 2023, leveraging first-party data for email personalization. Enjoy networking and sharing knowledge with fellow marketing professionals.

Moderator: Dan Sterling, Senior Director of Sales, Optimove

Table 7:

Top 3 Email Personalization Mistakes To Avoid 

Moderator: Austin Blank, Director-USA Expansion, Insider

Table 8:

Audience Management: How to best connect with your audience and build brand loyalty

Taking a holistic approach to how you approach reaching your full audience. Finding trends within different segments to adjust how you message to your customers. Tactics include adjusting the frequency of how often you message different people, which retention channels to reach people on, and a deeper understanding of how and why to approach segmenting.

Takeaways: 

• Optimizing your funnel to increase revenue and engagement: Prospects -> Buyers -> Multi Buyers -> Loyal Customers 
• How to approach segmenting your audience to scale frequency and increase conversions
• Optimizing Email and SMS channels to work together and reach different people on their optimal channel
• Addressing your inactive names with reactivation: How to activate inactive email addresses to generate 50% more revenue

Moderator: Allan Levy, CEO, Alchemy Worx, Peter Klein, VP Customer Growth and Retention, Ideal Living

Table 9:

Customer retention, engagement & personalization: the holy grail for brands in 2023.

According to a McKinsey report, 78% of US customers have switched stores or brands during the pandemic. The current economic uncertainty has further accelerated this trend and left customer loyalty up for grabs. Also, the primacy of privacy settings and the inevitable march towards a cookieless world is making it increasingly harder to collect customer data that is vital for personalization. This session delves deeper into best practices for brands as they navigate through these emerging trends, and be future-ready!

Takeaways:

• Customer loyalty has always been of strategic importance for brands, but why is this more relevant now?
• Is my business ripe for a customer retention program?
• Multi dimensional customer engagement - best practices to transcend from the transactional to the emotional
• How to collect zero & first party data and drive desired customer behaviors?
• Building curated experiences - personalization across multiple channels and customer touchpoints

Moderator: Dibyo Ghosh, Director of Enterprise Solutions, Zinrelo, Marisa Lucia Smith, CRM & Loyalty Manager, E&J Gallo

Table 10:

Know Your Customer 

As customers are adopting a digital-first approach to shopping, the road to purchase is more winding than ever. Reaching today’s connected consumer with highly relevant, 1:1 messaging across channels and devices has quickly become the bedrock of brand growth. It’s important to understand how to get the most out of every cross-channel marketing dollar so your brand can deliver the best experience to your customers. Join us and discuss how to leverage actionable data and insights to combat the pain points of modern marketing, creating more personalized and engaging omnichannel experiences. 

Moderator: Melissa Tatoris, VP of Retail, Zeta, Jacklyn Alston, Email Marketing Manager, Haggar

Table 11:

Exploring Frictionless Shopping in Email

Email plays a critical role in the customer journey for a wide range of brands and marketers. Those who can engineer smooth, personalized, frictionless customer experiences through the inbox can maximize the value of the channel and make a meaningful impact on the business. This roundtable will spark discussion about reducing friction in the path to purchase and how best-in-class brands are making it happen today.

Takeaways:

• Where to get started to begin driving personalized campaigns?
• Which core triggers and campaigns drive the most significant returns?
• What key technologies to adopt to reduce friction and drive conversions?

Moderator: Nicholas Einstein, VP of Product Marketing, Netcore

Table 12:

Retention at Scale: Strategies from Ometria + Steve Madden

Now is the time to double down on your customer loyalty and retention efforts to turn one-time shoppers into predictable customers.

Join your peers, Hannah Sinclair - Director of Retention Marketing at Steve Madden and Joshua Pierson, Director, North America, at Ometria as we discuss proven methods to retain and reactivate your new customers by deploying loyalty tactics, enhancing post-purchase messaging, and effective segmentation strategies.

Topics include…

• The importance of personas and segmentation as it relates to long-term loyalty & retention.
• What tools and techniques retailers are leveraging to improve customer retention.
• Examples of Steve Madden's revenue-generating retention campaigns.

Moderator: Joshua Pierson, Business Development Director, Ometria, Hannah Sinclair, Director of Retention Marketing at Steve Madden 

Jimmy Kim

CEO & Co-Founder
Sendlane

See Bio

Rhon Bell

Director, CRM Strategy
Cordial

See Bio

Randy Zembula Levy

Chief Revenue Officer
Zembula

See Bio

Ryan Hofmann

VP, CRM and Channel Marketing
Forever 21

See Bio

Kara Trivunovic

Managing Director, Messaging
Epsilon

See Bio

Dan Sterling

Senior Director, Sales
Optimove

See Bio

Austin Blank

Director, USA Expansion
Insider

See Bio

Allan Levy

CEO
AlchemyWorx

See Bio

Peter Klein

VP, Customer Growth and Retention
Ideal Living

See Bio

Dibyo Ghosh

Director of Enterprise Solutions
Zinrelo

See Bio

Marisa Lucia Smith

CRM & Loyalty Manager
E&J Gallo

See Bio

Melissa Tatoris

VP, Retail
Zeta

See Bio

Jacklyn Alston

Email Marketing Manager
Haggar

See Bio

Nicholas Einstein

Vice President, Product Marketing
Netcore

See Bio

Joshua Pierson

Director, North America
Ometria

See Bio

Hannah Sinclair

Director of Retention Marketing
Steve Madden

See Bio

Your mind is buzzing with ideas, so grab some coffee and a quick bite and keep it going! 

An effective post purchase and engagement strategy usually involves email marketing in some form, but more and more brands are also adding in SMS touchpoints to strengthen the connection with their customer. These strategies ideally should work in tandem as they are both quite personal methods of communication that can drive great traffic and deliver convenient messages but also come across as too strong. Join David Contract from Betesh as he walks us through how his team is integrating the strategy of these touchpoints together in order to streamline communication with their customers.  

• Reviewing the benefits of integrating SMS with your existing email strategy  
• Increasing engagement with the additional touch point of email  
• Combining analytics from SMS and email to identify patterns and get a more accurate customer picture 
• Using SMS to bolster email and vice versa 
• Ensuring your content is aligned across both channels (ie same landing pages, destination links, etc) 

David Contract

Marketing Team Lead
The Betesh Group, Inc.

See Bio

Table 1:

Uniting Email & SMS to Create a Multi-Channel Revenue Strategy

Moderator: Jimmy Kim, CEO & Co-Founder, Sendlane

Table 2:

10X Your Abandonment Revenue with Retention.com

Moderator: Diana Ross, Co-Founder, Retention.com

Table 3:

Unlocking Growth and Customer LTV: Fueling your CRM program with Data-Driven Automations

Sending relevant campaigns begin and end with data. We’ll discuss easily capturing and using intelligent customer insights to build personalized audiences and messages that resonate with subscribers - all in one marketer-friendly tool. These tactics will enable your brand to scale automations quickly, driving total demand and making your program best in class.

Moderator: Rhon Bell, Director, CRM Strategy, Cordial

Table 4:

Three Reasons Why Forever 21 is Implementing Smart Banners in 2023™

Increasing revenue in 2023 is the top goal of every marketer out there. Over here at Zembula, we’ve cracked the code on exceeding your revenue goals - performative personalization. Our client, Forever 21 is here to tell you all the ways Zembula is helping them crush their goals this year with Smart Banner™. 

What you’ll learn: 

• What is performative personalization and how you can use it
• Why Forever 21 is turning to Zembula Smart Banners™ in 2023
• How Forever 21 will utilize Zembula and what results they expect to see

Moderator: Randy Levy, Chief Revenue Officer, Zembula, Ryan Hofmann, VP, CRM and Channel Marketing, Forever 21

Table 5:

Sometimes in email, less is more 

Moderator: Kara Trivunovic, Managing Director, Messaging, Epsilon 

Table 6:

First-party data is the key to email personalization

Takeaways:

• Personalizing emails with first-party data undoubtedly drives increased engagement, improved customer experience, and greater loyalty.
• Everyone talks about personalization, however, true personalization happens on multiple levels. And to do personalization right, you want to start with the customer.
• Easy access to unified customer data enables the creation of highly individualized email campaigns, by personalizing on multiple levels.
• First-party data is invaluable in your ability to truly understand who your customers are, what they want, and how and when they want it. With this data you can create innumerable segments at a granular level, allowing you to tailor content and emails to each and every customer.

Join us for a highly topical round table discussion on one of the key challenges facing CRM practitioners in 2023, leveraging first-party data for email personalization. Enjoy networking and sharing knowledge with fellow marketing professionals.

Moderator: Dan Sterling, Senior Director of Sales, Optimove

Table 7:

Top 3 Email Personalization Mistakes To Avoid 

Moderator: Austin Blank, Director-USA Expansion, Insider

Table 8:

Audience Management: How to best connect with your audience and build brand loyalty

Taking a holistic approach to how you approach reaching your full audience. Finding trends within different segments to adjust how you message to your customers. Tactics include adjusting the frequency of how often you message different people, which retention channels to reach people on, and a deeper understanding of how and why to approach segmenting.

Takeaways: 

• Optimizing your funnel to increase revenue and engagement: Prospects -> Buyers -> Multi Buyers -> Loyal Customers 
• How to approach segmenting your audience to scale frequency and increase conversions
• Optimizing Email and SMS channels to work together and reach different people on their optimal channel
• Addressing your inactive names with reactivation: How to activate inactive email addresses to generate 50% more revenue

Moderator: Allan Levy, CEO, Alchemy Worx, Peter Klein, VP Customer Growth and Retention, Ideal Living

Table 9:

Customer retention, engagement & personalization: the holy grail for brands in 2023.

According to a McKinsey report, 78% of US customers have switched stores or brands during the pandemic. The current economic uncertainty has further accelerated this trend and left customer loyalty up for grabs. Also, the primacy of privacy settings and the inevitable march towards a cookieless world is making it increasingly harder to collect customer data that is vital for personalization. This session delves deeper into best practices for brands as they navigate through these emerging trends, and be future-ready!

Takeaways:

• Customer loyalty has always been of strategic importance for brands, but why is this more relevant now?
• Is my business ripe for a customer retention program?
• Multi dimensional customer engagement - best practices to transcend from the transactional to the emotional
• How to collect zero & first party data and drive desired customer behaviors?
• Building curated experiences - personalization across multiple channels and customer touchpoints

Moderator: Dibyo Ghosh, Director of Enterprise Solutions, Zinrelo, Marisa Lucia Smith, CRM & Loyalty Manager, E&J Gallo

Table 10:

Know Your Customer 

As customers are adopting a digital-first approach to shopping, the road to purchase is more winding than ever. Reaching today’s connected consumer with highly relevant, 1:1 messaging across channels and devices has quickly become the bedrock of brand growth. It’s important to understand how to get the most out of every cross-channel marketing dollar so your brand can deliver the best experience to your customers. Join us and discuss how to leverage actionable data and insights to combat the pain points of modern marketing, creating more personalized and engaging omnichannel experiences. 

Moderator: Melissa Tatoris, VP of Retail, Zeta, Jacklyn Alston, Email Marketing Manager, Haggar

Table 11:

Exploring Frictionless Shopping in Email

Email plays a critical role in the customer journey for a wide range of brands and marketers. Those who can engineer smooth, personalized, frictionless customer experiences through the inbox can maximize the value of the channel and make a meaningful impact on the business. This roundtable will spark discussion about reducing friction in the path to purchase and how best-in-class brands are making it happen today.

Takeaways:

• Where to get started to begin driving personalized campaigns?
• Which core triggers and campaigns drive the most significant returns?
• What key technologies to adopt to reduce friction and drive conversions?

Moderator: Nicholas Einstein, VP of Product Marketing, Netcore

Table 12:

Retention at Scale: Strategies from Ometria + Steve Madden

Now is the time to double down on your customer loyalty and retention efforts to turn one-time shoppers into predictable customers.

Join your peers, Hannah Sinclair - Director of Retention Marketing at Steve Madden and Joshua Pierson, Director, North America, at Ometria as we discuss proven methods to retain and reactivate your new customers by deploying loyalty tactics, enhancing post-purchase messaging, and effective segmentation strategies.

Topics include…

• The importance of personas and segmentation as it relates to long-term loyalty & retention.
• What tools and techniques retailers are leveraging to improve customer retention.
• Examples of Steve Madden's revenue-generating retention campaigns.

Moderator: Joshua Pierson, Business Development Director, Ometria, Hannah Sinclair, Director of Retention Marketing at Steve Madden 

During this lively debate, our panelists will be sharing their approach to loyalty programs. Are they necessary for your business, and if so, how are you keeping your program fresh? Or, existing customers and attracting new ones? If necessary, how do you set up an effective one? And if not necessary, what other ways are you approaching customer retention? Join this fiery discussion to hear more about: 

• Recognizing when a loyalty program makes the most sense   
• Determining the goals of your loyalty program and establishing KPI’s  
• Ensuring that the cost of the program and the discounts provided make financial sense  
• Reviewing case examples of successful and unsuccessful programs  
• Looking at your customer behaviors to determine if your program is an accurate measurement of loyalty 

Matthew Seifert

Senior Director, Retention and Monetization
Pretty Litter

See Bio

Ryan Draude

Director, Loyalty & Digital
Giant Food

See Bio

Jenelle Sheridan

VP & GM, Canada
Athleta

See Bio

Brand loyalty has changed dramatically due to the pandemic. Customers are more fickle than ever. In fact, the reason for switching brands may not just be financial, it could be that items were out of stock or delayed, the online experience was not up to par compared with similar brands, or even that customers don’t align with a particular brands values or how they treat their employees/suppliers. Whatever the reason may be, brands need to double down on their loyalty efforts. And the key to post pandemic loyalty lies in your ability to personalize your customer’s experience Join this panel with several brands well known and beloved for the communities they’ve created as they walk us through how to shift to a post-COVID loyalty strategy and how they are using personalization to achieve it. Expect to learn about 

• Building a thoughtful approach to long term customer relationships, and harnessing the best tech to foster them  
• Capturing and catering content around individual customer interests to reflect the intentions of those customers  
• Connecting direct marketing and your website to have seamless touchpoints for curated product recommendations 
• Measuring the success of your 1:1 marketing efforts 

Denise Foley

VP of eCommerce & DTC
Bollman Hat Company

See Bio

Stephanie Mello

VP, Lifecycle & Retention
Everly Health

See Bio

Marc Vermut

VP Knowledge Lab
TransUnion

See Bio

Janiece Lincoln

Director of Product
Stitch Fix

See Bio

Table 1:

Uniting Email & SMS to Create a Multi-Channel Revenue Strategy

Moderator: Jimmy Kim, CEO & Co-Founder, Sendlane

Table 2:

10X Your Abandonment Revenue with Retention.com

Moderator: Diana Ross, Co-Founder, Retention.com

Table 3:

Unlocking Growth and Customer LTV: Fueling your CRM program with Data-Driven Automations

Sending relevant campaigns begin and end with data. We’ll discuss easily capturing and using intelligent customer insights to build personalized audiences and messages that resonate with subscribers - all in one marketer-friendly tool. These tactics will enable your brand to scale automations quickly, driving total demand and making your program best in class.

Moderator: Rhon Bell, Director, CRM Strategy, Cordial

Table 4:

Three Reasons Why Forever 21 is Implementing Smart Banners in 2023™

Increasing revenue in 2023 is the top goal of every marketer out there. Over here at Zembula, we’ve cracked the code on exceeding your revenue goals - performative personalization. Our client, Forever 21 is here to tell you all the ways Zembula is helping them crush their goals this year with Smart Banner™. 

What you’ll learn: 

• What is performative personalization and how you can use it
• Why Forever 21 is turning to Zembula Smart Banners™ in 2023
• How Forever 21 will utilize Zembula and what results they expect to see

Moderator: Randy Levy, Chief Revenue Officer, Zembula, Ryan Hofmann, VP, CRM and Channel Marketing, Forever 21

Table 5:

Sometimes in email, less is more 

Moderator: Kara Trivunovic, Managing Director, Messaging, Epsilon 

Table 6:

First-party data is the key to email personalization

Takeaways:

• Personalizing emails with first-party data undoubtedly drives increased engagement, improved customer experience, and greater loyalty.
• Everyone talks about personalization, however, true personalization happens on multiple levels. And to do personalization right, you want to start with the customer.
• Easy access to unified customer data enables the creation of highly individualized email campaigns, by personalizing on multiple levels.
• First-party data is invaluable in your ability to truly understand who your customers are, what they want, and how and when they want it. With this data you can create innumerable segments at a granular level, allowing you to tailor content and emails to each and every customer.

Join us for a highly topical round table discussion on one of the key challenges facing CRM practitioners in 2023, leveraging first-party data for email personalization. Enjoy networking and sharing knowledge with fellow marketing professionals.

Moderator: Dan Sterling, Senior Director of Sales, Optimove

Table 7:

Top 3 Email Personalization Mistakes To Avoid 

Moderator: Austin Blank, Director-USA Expansion, Insider

Table 8:

Audience Management: How to best connect with your audience and build brand loyalty

Taking a holistic approach to how you approach reaching your full audience. Finding trends within different segments to adjust how you message to your customers. Tactics include adjusting the frequency of how often you message different people, which retention channels to reach people on, and a deeper understanding of how and why to approach segmenting.

Takeaways: 

• Optimizing your funnel to increase revenue and engagement: Prospects -> Buyers -> Multi Buyers -> Loyal Customers 
• How to approach segmenting your audience to scale frequency and increase conversions
• Optimizing Email and SMS channels to work together and reach different people on their optimal channel
• Addressing your inactive names with reactivation: How to activate inactive email addresses to generate 50% more revenue

Moderator: Allan Levy, CEO, Alchemy Worx, Peter Klein, VP Customer Growth and Retention, Ideal Living

Table 9:

Customer retention, engagement & personalization: the holy grail for brands in 2023.

According to a McKinsey report, 78% of US customers have switched stores or brands during the pandemic. The current economic uncertainty has further accelerated this trend and left customer loyalty up for grabs. Also, the primacy of privacy settings and the inevitable march towards a cookieless world is making it increasingly harder to collect customer data that is vital for personalization. This session delves deeper into best practices for brands as they navigate through these emerging trends, and be future-ready!

Takeaways:

• Customer loyalty has always been of strategic importance for brands, but why is this more relevant now?
• Is my business ripe for a customer retention program?
• Multi dimensional customer engagement - best practices to transcend from the transactional to the emotional
• How to collect zero & first party data and drive desired customer behaviors?
• Building curated experiences - personalization across multiple channels and customer touchpoints

Moderator: Dibyo Ghosh, Director of Enterprise Solutions, Zinrelo, Marisa Lucia Smith, CRM & Loyalty Manager, E&J Gallo

Table 10:

Know Your Customer 

As customers are adopting a digital-first approach to shopping, the road to purchase is more winding than ever. Reaching today’s connected consumer with highly relevant, 1:1 messaging across channels and devices has quickly become the bedrock of brand growth. It’s important to understand how to get the most out of every cross-channel marketing dollar so your brand can deliver the best experience to your customers. Join us and discuss how to leverage actionable data and insights to combat the pain points of modern marketing, creating more personalized and engaging omnichannel experiences. 

Moderator: Melissa Tatoris, VP of Retail, Zeta, Jacklyn Alston, Email Marketing Manager, Haggar

Table 11:

Exploring Frictionless Shopping in Email

Email plays a critical role in the customer journey for a wide range of brands and marketers. Those who can engineer smooth, personalized, frictionless customer experiences through the inbox can maximize the value of the channel and make a meaningful impact on the business. This roundtable will spark discussion about reducing friction in the path to purchase and how best-in-class brands are making it happen today.

Takeaways:

• Where to get started to begin driving personalized campaigns?
• Which core triggers and campaigns drive the most significant returns?
• What key technologies to adopt to reduce friction and drive conversions?

Moderator: Nicholas Einstein, VP of Product Marketing, Netcore

Table 12:

Retention at Scale: Strategies from Ometria + Steve Madden

Now is the time to double down on your customer loyalty and retention efforts to turn one-time shoppers into predictable customers.

Join your peers, Hannah Sinclair - Director of Retention Marketing at Steve Madden and Joshua Pierson, Director, North America, at Ometria as we discuss proven methods to retain and reactivate your new customers by deploying loyalty tactics, enhancing post-purchase messaging, and effective segmentation strategies.

Topics include…

• The importance of personas and segmentation as it relates to long-term loyalty & retention.
• What tools and techniques retailers are leveraging to improve customer retention.
• Examples of Steve Madden's revenue-generating retention campaigns.

Moderator: Joshua Pierson, Business Development Director, Ometria, Hannah Sinclair, Director of Retention Marketing at Steve Madden 

Are you ready to let loose and have some beachy fun? Then come join us for our Beach Bash Cocktail Reception! From tropical drinks and mouthwatering hors d'oeuvres to live music, it's sure to be a night to remember. Don't miss out on this chance to socialize with colleagues and friends while enjoying or beach in the desert atmosphere.