eTail West 2019

February 19 - 22, 2019

JW Marriott, Palm Springs, CA

Transform EMAIL + RETENTION Summit

February 19th, 2019

Email Retention & CRM Best Practices (Retailer Only)

Move the needle with creative strategies that keep customers in the loop with your products. Increase your open rates. Inform, entertain, and increase AOV with content emails. We’ll only talk email during this day, so you leave with not only tons of notes, but tangible ways to solve your challenges. As a bonus we have roundtables designed to get you talking with your peers.

7:30 am - 8:00 am Networking Breakfast & Registration Sponsored By Zaius

Time to fuel up for a great day of in-depth learning on how to continue connections with customers through email and maintain best CRM retention practices.

8:00 am - 8:10 am Welcome Remarks

8:10 am - 8:25 am Chairperson's Opening Remarks

Agathe Westad - Director of New Business, Optimove
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Agathe Westad

Director of New Business
Optimove

Subscription boxes are not a trend—it’s a steadfast part of retail, appealing to niche customers’ lifestyles. Learn from leaders on this panel as to how they retain members and ensure their boxes are always fun, relevant and a discovery vehicle:

• The membership mindset: it’s not just receiving stuff, it’s making customers’ life easier
• Making products exciting: ensuring members feel like they never want to miss the next great product
• Aiding in discoverability: how partnering with brands for product leads to thrills for the customer to share socially
• Building box communities to bring together customer to discuss and rate with they received
• Taking all of the social chatter and turning it into actionable data

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Jordan Narducci

Head of eCommerce & Consumer Insights
SnackNation

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Chika Okoro

Head of Marketing, Customer Insights
FabFitFun

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Alvaro De La Rocha

VP, Marketing
Bespoke Post

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Dan King

SVP of Marketing and Growth
Ritual

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Elaine Chen Chiang

Director, Growth Marketing
MeUndies

8:55 am - 9:15 am From Like To Love, 4 Modcloth Secrets For Creating Great Customers

Jared Stivers - Director, Customer Retention, ModCloth
ModCloth has attained a loyal following over the years through building a brand with a unique take on fashion and a voice rooted in individuals marching to their own beat. In practice this has required bringing the conceptual into the marketer’s world of tech stacks, campaigns, and data analytics. Keeping pace with the sources of customer inspiration however has never been more important, in this session we’ll cover a few winning strategies to: 
• Cascade inspiration from the brand to direct response marketing channels
• Create campaigns that stand out in the clutter
• Apply practical personalization 
• Easy steps for marketing channels to work as a cohesive whole 
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Jared Stivers

Director, Customer Retention
ModCloth

9:15 am - 9:35 am Roundtable Host Introductions

Hear quick intros from your roundtable hosts and get ready to take a deep dive into the latest challenges related to search and acquisition marketing.
Get your email challenges solved by expert roundtable moderators from:

Table 1: Putting Control Back In The Hands Of The Customer: Strategies To Reduce Churn & Increase Revenue
Moderator: Matt Killough, Customer Success Strategist, Bluecore

Table 2: Identification Is The Key Ingredient For Your Email Program: Discover The Next Scalable Channel In Your Triggered Email Program
Moderator: Kevin Forsyth, Director of Growth Strategy, BounceX

Table 3:Cracking The Code: 2019 Retail Marketing Trends Study
Moderator:  Tim Rhodes, Sr. Director, Product Marketing, Cordial

Table 4: Liveclicker Roundtable
Moderator: Executive Presenter, Liveclicker

Table 5: Designing Marketing Experiments: The Scientific Way to Measure Marketing Effectiveness
Moderator: Yoni Barzilay, Director of Data Science, Optimove

Table 6:AI Without Buzzwords: How To Use AI In Email Marketing To Sell More Stuff Online
Moderator: Stefan Britton, CCO, Phrasee

Table 7: The D2C Blueprint For Brand Loyalty: Fresh Approaches To Forge Powerful Customer Relationships
Moderator: Josh Enzer, General Manager Loyalty, Yotpo

Table 8: Make It Personal: Use Data to Deliver Unforgettable Customer Experiences
Moderator: Bradford Johnson, Sr. Strategic Director, Oracle Marketing Cloud

Table 9: eDataSource Roundtable
Moderator: GB Heidarsson, CEO, eDataSource

Table 10: Simon Data Roundtable
Moderator: Josh Neckes, President & Co-Founder, Simon Data
Retail Moderator: Brant Cebulla, Sr. Director, CRM, Vivino
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Matt Killough

Customer Success Strategist
Bluecore

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Kevin Forsyth

Director of Growth Strategy
BounceX

Tim Rhodes

Sr. Director, Product Marketing
Cordial

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Yoni Barzilay

Director of Data Science
Optimove

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Stefan Britton

CCO
Phrasee

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Josh Enzer

General Manager Loyalty
Yotpo

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Bradford Johnson

Sr. Strategic Director
Oracle Marketing Cloud

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GB Heidarson

CEO
eDataSource

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Josh Neckes

President & Co-Founder
Simon Data

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Brant Cebulla

Sr Director, CRM
Vivino

10:55 am - 11:25 am Morning Coffee & Refreshments

Your mind is buzzing with ideas so grab some coffee and keep it going!

11:25 am - 11:45 am Keynote: Targeted Messaging Beyond The Last Click

Swathi Annamalai - Sr. Data Scientist - Marketing & Consumer Insights, Cost Plus World Market


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Swathi Annamalai

Sr. Data Scientist - Marketing & Consumer Insights
Cost Plus World Market

Get your email challenges solved by expert roundtable moderators from:

Table 1: Putting Control Back In The Hands Of The Customer: Strategies To Reduce Churn & Increase Revenue
Moderator: Matt Killough, Customer Success Strategist, Bluecore

Table 2: Identification Is The Key Ingredient For Your Email Program: Discover The Next Scalable Channel In Your Triggered Email Program
Moderator: Kevin Forsyth, Director of Growth Strategy, BounceX

Table 3:Cracking The Code: 2019 Retail Marketing Trends Study
Moderator:  Tim Rhodes, Sr. Director, Product Marketing, Cordial

Table 4: Liveclicker Roundtable
Moderator: Executive Presenter, Liveclicker

Table 5: Designing Marketing Experiments: The Scientific Way to Measure Marketing Effectiveness
Moderator: Yoni Barzilay, Director of Data Science, Optimove

Table 6:AI Without Buzzwords: How To Use AI In Email Marketing To Sell More Stuff Online
Moderator: Stefan Britton, CCO, Phrasee

Table 7: The D2C Blueprint For Brand Loyalty: Fresh Approaches To Forge Powerful Customer Relationships
Moderator: Josh Enzer, General Manager Loyalty, Yotpo

Table 8: Make It Personal: Use Data to Deliver Unforgettable Customer Experiences
Moderator: Bradford Johnson, Sr. Strategic Director, Oracle Marketing Cloud

Table 9: eDataSource Roundtable
Moderator: GB Heidarsson, CEO, eDataSource

Table 10: Simon Data Roundtable
Moderator: Josh Neckes, President & Co-Founder, Simon Data
Retail Moderator: Brant Cebulla, Sr. Director, CRM, Vivino
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Matt Killough

Customer Success Strategist
Bluecore

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Kevin Forsyth

Director of Growth Strategy
BounceX

Tim Rhodes

Sr. Director, Product Marketing
Cordial

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Yoni Barzilay

Director of Data Science
Optimove

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Stefan Britton

CCO
Phrasee

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Josh Enzer

General Manager Loyalty
Yotpo

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Bradford Johnson

Sr. Strategic Director
Oracle Marketing Cloud

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GB Heidarson

CEO
eDataSource

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Josh Neckes

President & Co-Founder
Simon Data

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Brant Cebulla

Sr Director, CRM
Vivino

12:45 pm - 1:45 pm Lunch & Networking

Take this time to chat and chew with someone you may not have met yet!
With so many channels to connect, why is it that today’s customers seek brand relationships? It is critical to know which data will lead to an effective retention program. Testing and measuring the effectiveness of the program and iterating as needed, will lead to long term connection. Executives on this panel give you their best tips to enhance the customer and buyer relationship:

• Understanding how and why today’s customers are seeking brand relationships
• Connecting with your customers: assessing data to understand how to engage them long term
• Creating and implementing an effective retention program 
• Testing and measuring the effectiveness of your program and iterating as needed 

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Sabrina Cherubini

Marketing Director
Kmart & Sears Strategy

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Brian Border

VP of CRM
Shutterfly, Inc.

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Madison Norton

Head of CRM and Campaign Strategy
Indochino

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Phil Irvine

Director, CRM
The Bouqs Company

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Scott Gifis

President
AdRoll

Get your email challenges solved by expert roundtable moderators from:

Table 1: Putting Control Back In The Hands Of The Customer: Strategies To Reduce Churn & Increase Revenue
Moderator: Matt Killough, Customer Success Strategist, Bluecore

Table 2: Identification Is The Key Ingredient For Your Email Program: Discover The Next Scalable Channel In Your Triggered Email Program
Moderator: Kevin Forsyth, Director of Growth Strategy, BounceX

Table 3:Cracking The Code: 2019 Retail Marketing Trends Study
Moderator:  Tim Rhodes, Sr. Director, Product Marketing, Cordial

Table 4: Liveclicker Roundtable
Moderator: Executive Presenter, Liveclicker

Table 5: Designing Marketing Experiments: The Scientific Way to Measure Marketing Effectiveness
Moderator: Yoni Barzilay, Director of Data Science, Optimove

Table 6:AI Without Buzzwords: How To Use AI In Email Marketing To Sell More Stuff Online
Moderator: Stefan Britton, CCO, Phrasee

Table 7: The D2C Blueprint For Brand Loyalty: Fresh Approaches To Forge Powerful Customer Relationships
Moderator: Josh Enzer, General Manager Loyalty, Yotpo

Table 8: Make It Personal: Use Data to Deliver Unforgettable Customer Experiences
Moderator: Bradford Johnson, Sr. Strategic Director, Oracle Marketing Cloud

Table 9: eDataSource Roundtable
Moderator: GB Heidarsson, CEO, eDataSource

Table 10: Simon Data Roundtable
Moderator: Josh Neckes, President & Co-Founder, Simon Data
Retail Moderator: Brant Cebulla, Sr. Director, CRM, Vivino
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Matt Killough

Customer Success Strategist
Bluecore

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Kevin Forsyth

Director of Growth Strategy
BounceX

Tim Rhodes

Sr. Director, Product Marketing
Cordial

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Yoni Barzilay

Director of Data Science
Optimove

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Stefan Britton

CCO
Phrasee

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Josh Enzer

General Manager Loyalty
Yotpo

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Bradford Johnson

Sr. Strategic Director
Oracle Marketing Cloud

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GB Heidarson

CEO
eDataSource

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Josh Neckes

President & Co-Founder
Simon Data

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Brant Cebulla

Sr Director, CRM
Vivino

3:15 pm - 3:45 pm Afternoon Coffee & Refreshments

The day is winding down but there are still great learnings ahead! Fuel up during this time.

3:45 pm - 4:10 pm Keynote: Customers Don't Care About Omnichannel: How CRM Helps Indochino Win

Madison Norton - Head of CRM and Campaign Strategy, Indochino
When customers interact with our brand by discovering us online or visiting a physical retail store, they are interacting with us as a total experience - they’re not dissecting us by “channel” when they receive a marketing email or phone our customer service centers. So how can we ensure that our customer's experience is seamless from clicks to bricks? The CRM program at Indochino tackled this exciting challenge with these key focuses:

• 360 Customer Data View: How we utilized our talented Business Intelligence team to build an RFV model that scales with our CRM program
• Map The Journey: Our omnichannel customer touchpoints mean we need messages that match and messages that are meaningful to every customer.
• Dynamic Content that WORKS: How we layered dynamic content into our email program to fill data gaps and increase revenue and traffic to our brick and mortar stores.
• Going Beyond Email: The future of communication is multi-channel messaging, and SMS is helping us grow our retail channel and improve the customer experience along the way.

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Madison Norton

Head of CRM and Campaign Strategy
Indochino

eMail remains the most direct line of communication to your customers. Are you keyed into what really makes customers want to open your message, or are you being “swiped left” to trash? Leaders on this panel give you ideas to speak like your customer for a “human touch” and using email as a relationship builder and not just a sales channel:
• The first look—testing subject lines that really draw in the customer and reflect the email’s true purpose
• Contextual information as the key to success based on search history
• Speaking like your customer, building out fun CTAs with a “human touch”
• Not using email as a sales tool and keeping it as a relationship builder or education tool

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Janet Bingham

Email Marketing Manager, Brand Marketing
Zazzle

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Monica Deretich

Vice President of Marketing & CRM - JustFab
TechStyle Fashion Group

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David Maxson

Senior Director Interactive Marketing
Avery Products Corporation

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Cassie Young

Chief Commercial Officer
Sailthru

4:40 pm - 5:00 pm Guest Speaker And Interactive Session! Think Outside The [Subscription] Box To Create Recurring Customer Relationships

Lily Varon - Digital Business Strategy Analyst, Forrester
Retailers and brands are eager to bake predictable recurring revenue into their business models. They see subscription boxes and auto-replenishment services as a way to build loyalty with their customers. In this session, Forrester Analyst Lily Varon will discuss key elements to any compelling subscription offering; smart ways to increase stickiness of your subscription offering; and how your technology stack must change to support recurring customer relationships
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Lily Varon

Digital Business Strategy Analyst
Forrester

5:00 pm - 5:00 pm Conclusion Of Transform EMAIL+RETENTION Summit

Grab a cold beer or a glass of wine and join your new peers at informal conversations organized by online revenue. Kick off the evening right by meeting people with similar challenges and walk away with new ideas to take back to your office.

1. 0-25 Million in online revenues 
Zach Zelner, CEO, PupSocks

2. 25 – 100 Million in online revenues
Ted Baker, CEO, QALO

3. 100 – 500 Million in online revenues
Stacy Carpenter, Director of Customer Experience, TOMS

4. 500 Million+ in online revenues
Monica Deretich, VP, Marketing & CRM, JustFab

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Zach Zelner

CEO
PupSocks

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Ted Baker

CEO/Cofounder
QALO Inc.

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Stacy Carpenter

Director of Customer Experience
TOMS

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Monica Deretich

Vice President of Marketing & CRM - JustFab
TechStyle Fashion Group

5:45 pm - 5:45 pm Conclusion Of Cocktails & Conversations

5:45 pm - 7:00 pm eTail Casino Royale Reception Hosted By Certona & FuelX

Play your cards right at our Casino Royale Grand Opening Reception! Sit around the table and play poker, blackjack, roulette and much more with your new friends.

6:00 pm - 6:00 pm Registration Closed