eTail West 2019

February 19 - 22, 2019

JW Marriott, Palm Springs, CA

1.888.482.6012

Transform EMAIL + RETENTION Summit

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

8:00 am - 8:10 am Welcome Remarks

Megan Kessler - Program Director, eTail West
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Megan Kessler

Program Director
eTail West

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

8:25 am - 8:45 am 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 centres. So how can we ensure that our customers 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

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

VP of Marketing and Growth
Ritual

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Elaine Chen Chiang

Director, Growth Marketing
MeUndies

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.

9:35 am - 10:35 am Interactive Roundtables

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: Ben Kruger, Data Insights Strategist, Bluecore

Table 2: Identification Is The Key Ingredient For Your Email Program: Discover The Next Scalable Channel In Your Triggered Email Program
Moderator: Eric Liiv, Senior Director of Business Development, BounceX

Table 3: Cordial Roundtable
Moderator: Executive Presenter, Cordial

10:35 am - 11:05 am Morning Coffee & Refreshments

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

11:05 am - 11:25 am Keynote: Email AI: Personalization Automation

Jim Connolly - VP of CRM, Engagement, Art.com
“Batch and Blast” and “Spray and Pray” are dead. Customers today expect communications to be timely and relevant. Join James as he presents how he set up trigger emails and campaigns with AI, and has been segmenting customers based upon search and shop behavior by:
• Creating inviting dialogue to sell the product and enticing the buyer knowing what their desires are
• Ease of Use and Automation as keys to an effective platform
• Segmenting emails accordingly:
o Lifecycle Stages: Acquisition vs. retention, browsers vs ready to buy, etc. 
o Discount Elasticity: Full price shopper versus discount shopper
o Customer Engagement: Frequent buyers, Seasonal buyers, infrequent buyers

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Jim Connolly

VP of CRM, Engagement
Art.com

11:25 am - 12:45 pm Interactive Roundtables

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: Ben Kruger, Data Insights Strategist, Bluecore

Table 2: Identification Is The Key Ingredient For Your Email Program: Discover The Next Scalable Channel In Your Triggered Email Program
Moderator: Eric Liiv, Senior Director of Business Development, BounceX

Table 3: Cordial Roundtable
Moderator: Executive Presenter, Cordial

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

2:15 pm - 3:15 pm Interactive Roundtables

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: Ben Kruger, Data Insights Strategist, Bluecore

Table 2: Identification Is The Key Ingredient For Your Email Program: Discover The Next Scalable Channel In Your Triggered Email Program
Moderator: Eric Liiv, Senior Director of Business Development, BounceX

Table 3: Cordial Roundtable
Moderator: Executive Presenter, Cordial

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 Omni Channel Marketing Initiatives To Drive Brand Awareness & Engagement

Jared Stivers - Director, Customer Retention, ModCloth
In 2014 mobile devices officially claimed the email crown from the desktop with 53% of opens occurring on the small screen.  And while the factors that underlie successful email programs; timely, personalized, event driven messaging are the same across devices, most programmatic messaging continues to be a square peg for a round hole - an email attempting to fit in your pocket.  ModCloth, a vintage inspired digitally native women’s fashion brand, has pivoted with its young audience, betting that a good customer will not only download an app but be also be more receptive to digital messaging native to the medium.  Jared Stivers, Sr. Manager of Customer Retention shares some secret sauce on:
·         Demonstrating the big lift in customer lifetime value among those who interact with your app
·         How ModCloth has used the same marketing stack that triggers email notifications to send push and in-app messages
·         Making your best campaigns work even harder by automating the orchestration of email, push and in-app messages around each customer
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Jared Stivers

Director, Customer Retention
ModCloth

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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Carrie Knipfer

Sr. Email Marketing Manager
Avery Products

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Monica Deretich

Vice President of Marketing & CRM - JustFab
TechStyle Fashion Group

4:40 pm - 5:00 pm Guest Speaker And Interactive Session!

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 Criteo

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