eTail Boston 2019

August 19 - 22, 2019

The Sheraton, Boston

1.888.482.6012

Day 1: Always On: Omni-Channel And The Connected Customer

It’s time for the main event. Our morning speakers are revolutionizing retail, and share their tactics around growth, disruption and unified commerce. Here you’ll gain fresh ideas to really drive sustainable growth for your retail business.

7:25am - 7:55am
  • Registration Open In The eTail Hallway, Sponsored By Zaius
  • Expo Open! Join For A Grab And Go Breakfast

7:55 am - 8:05 am Welcome Address & Opening Ice Breaker

Megan Kessler - Program Director, eTail East
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Megan Kessler

Program Director
eTail East

8:05 am - 8:25 am Keynote Fireside Chat: Reimagining the Global Digital Experience

Kim Bhasin - U.S. Luxury Reporter Bloomberg Noam Paransky - Chief Digital Officer, Tapestry
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Noam Paransky

Chief Digital Officer
Tapestry

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Kim Bhasin

U.S. Luxury Reporter
Bloomberg

8:25 am - 8:40 am Chairperson’s Remarks

Tatiana Afanasyeva - Marketing & Growth, Lob

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Tatiana Afanasyeva

Marketing & Growth
Lob

8:40 am - 9:05 am Today’s Omni-Organization: Putting The Customer Front and Center

Sharon Leite - CEO, The Vitamin Shoppe
Learn from Sharon how to redefine the omni-channel experience to meet the modern consumers’ expectations. She presents forward-thinking tactics for a customer-first organization, and how to differentiate through personalization, education, and expertise.
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Sharon Leite

CEO
The Vitamin Shoppe

9:05 am - 9:30 am Keynote Fireside Chat: Building Momentum To Empower Global Customers To Live Happy And Healthy Lives

Anne D'Innocenzio - Retail Reporter The Associated Press Muhammad Shahzad - CFO, The Honest Company
Since 2014, Muhammad has steered The Honest Company, the baby and beauty products company, to exponential growth through strategic investments and retail partnerships. The Honest Company continues to prioritize technology that helps connect with customers seamlessly, accelerate R&D and now aims to expand distribution on a global scale.
 
Learn from Muhammad and his vision to lead The Honest Company’s strategic shift from eCommerce to an omnichannel brand, all while ensuring its mission is at its core: to empower people to live happy and healthy lives by offering better-for-you baby and personal care products around the world. 
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Muhammad Shahzad

CFO
The Honest Company

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Anne D'Innocenzio

Retail Reporter
The Associated Press

9:30 am - 10:00 am Grand Opening Welcome Party In The Expo!

Join the buzz with and explore all the tech that is going to make your eCommerce business the best.

9:30 am - 10:00 am First Timers at eTail Meet-Up!

First Time at eTail? Meet in the Social Lounge in the Expo!
Omnichannel is an obvious! Join these executives to learn tactics that are your best opportunities to connect with customer and ensure you are giving a top, seamless experience by: 
• Adopting best tech to ensure digital connections are maintained and ensuring omni-channel is truly frictionless  
• Best uses of AI and how to better understand the customer’s buying habits across channels
• Unlocking the right data to reinvent and enhance customers experiences while removing barriers to entry for discovery and buying and/or roadblocks to interactivity 
• Concierge-like services and conveniences—how flexible are customer expectations for delivery options
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Lockie Andrews

Chief Digital Officer
UNTUCKit

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Behzad Soltani

Chief Digital Officer
Movado Group, Inc

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Chris Hardisty

VP, Retail & Digital
Lacoste

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Meera Murthy

VP of Strategy
Evergage

10:25 am - 10:45 am Salesforce Keynote

Executive Presenter, Salesforce

10:45 am - 11:10 am Keynote Fireside Chat: Attracting A Customer Who's Inherently Not Looking For You

Elizabeth Segran - Staff Writer Fast Company Amanda Tolleson - Chief Customer Officer, Birchbox
Birchbox and Walgreens recently announced a strategic collaboration that will combine Walgreens convenient store footprint and beauty experience with Birchbox’s prestige brands and unique merchandising perspective. Join Amanda as she presents a different type of retail experience – one that is holistic, seamless and designed to help shoppers make informed, confident decisions.
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Amanda Tolleson

Chief Customer Officer
Birchbox

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Elizabeth Segran

Staff Writer
Fast Company

11:10 am - 11:40 am Healthy Morning Rejuvenation Refreshment Break In The Expo!

Fuel up for an awesome three days starting this healthy snack break.

11:10 am - 11:40 am Marathoners Meet-Up!

The Boston Marathon Finish Line is right near us on Boylston Street- organize a run group in the Social Lounge to cross it and feel the glory!
Customers do not see channels as separate and expect a seamless journey. They also expect to have control over their shopping experiences. Younger buyers (ie, Millenials and Gen Z’ers) are particularly more vocal as to how they like to be catered to—they feel the opinions really matter—and retailers need to be listening. The executives on this panel keep a keen eye in path to purchase, and share how their omni experiences are elevated:

• All hands on tests: tactics to ensure that a great customer experience in a multi-channel world is provided
• Deciding which are the best products, measurement tools for a top CX and how to align strategies with partners
• Sticking with one message and not being everything to everyone: broadcasting what your brand’s key differentiators are
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Stacey Renfro

EVP, Chief Digital and Customer Experience Officer
The Vitamin Shoppe

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Erin Condon

VP, Front Store and Omnichannel Marketing
CVS Health

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Jessica Davidoff

CEO
State Bags

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Jason Roussos

SVP of Strategy
Adlucent

12:05 pm - 12:25 pm The Truth About Retail Personalization

Erik Archer Smith - Marketing Director of Data, Treasure Data
For the last several years, pundits have predicted that THIS would be the year mass personalization takes off. Industry giants like Facebook and Amazon have been held up as shining examples of how to personalize at scale. But is this level of personalization really needed for all companies on all channels? In this talk Erik shares the personalization industry benchmarks collected from marketing leaders from global retail companies to help better define what's working, what's not, and provide practical next steps for retailers trying to personalize digital and physical customer experiences:
  • In Review: the technology trends behind efforts to personalize the retail shoppers journey
  • Cutting edge tactics for blending online + offline data sets
  • Original research and benchmarks from global retailers about what's working and what's not in retail personalization tactics
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Erik Archer Smith

Marketing Director of Data
Treasure Data

This is your chance to get a handle on the next big thing in retail and technology. Where are VC’s investing and why? Hear more about which trends they are bullish about and where they wish they had invested. Panelists will:
• Discuss continuing an ecosystem of new ideas and products
• Advise what VCs are looking for in the next big idea
• Give insight as to how VCs are aiding in start-ups and giant companies working together 
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Natalie Hwang

Managing Director and Head of Simon Ventures
Simon Ventures

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Lee Hower

Co-Founder & Partner
NextView Ventures

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David Goldberg

General Partner
Corigin Ventures

12:50 pm - 1:50 pm Meet And Greet Lunch For All Attendees

Make new connections, sit with new friends and let all the learnings from the morning really sink in!

12:50 pm - 1:50 pm Invitation Only Private Workshop & Lunch Hosted By Salesforce

12:50 pm - 1:50 pm Invitation Only Private Workshop & Lunch Hosted By Selligent Marketing Cloud

Track A: Partnerships & Marketplaces For Global Growth

1:50 pm - 2:00 pm Chairperson’s Opening Remarks

Track B: Omni-Channel Optimized

1:50 pm - 2:00 pm Chairperson’s Opening Remarks

Track C: Boosting CX With Personalization

1:50 pm - 2:00 pm Chairperson’s Opening Remarks

Track D: Retailer Only Connections

1:50 pm - 3:10 pm C-Suite Retreat: Enjoying The Ride Of Digital Transformation
Buddy Teaster - CEO, Soles4Souls
(Invitation only, retailer only. To RSVP, contact Megan.Kessler@wbresearch.com)
As an executive leader, don’t need to be a futurist to lead digital transformation…but you do need fervor. During this C-level panel, learn how these executives are motivating their teams to crack challenges, and go the extra mile in the short term to win the reward in the long term.

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Buddy Teaster

CEO
Soles4Souls

Track A: Partnerships & Marketplaces For Global Growth

2:00 pm - 2:20 pm Supercharging Marketplace Merchandising With Machine Learning
Chris Homer - Co-Founder & CTO, thredUp
Managing the merchandising decisions across a 2 million (growing to 4 million) SKU two-sided marketplace would be unwieldy…except thredUP  can handle it with the tools and systems thredUP it built. Throughout this session, learn the different approaches thredUP is taking, as well as the experiments and the learnings from scaling the marketplace to handle millions of items inbound and out every month. Chris shares how thredUP is leveraging their vast Data Lake, Spark and Machine Learning to:
• Attract amazing inventory from suppliers
• Price & clear items effectively to delight customers & maximize turns
• Promote and surface the right inventory to the right customer at the right time
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Chris Homer

Co-Founder & CTO
thredUp

Track B: Omni-Channel Optimized

2:00 pm - 2:20 pm Translating A Legacy Of Service Into An Omnichannel World
Stuart Benzal - VP, Omni Channel Customer Care, Hudson's Bay Company Rob Rutledge - VP, Operations and Customer Experience, Hudson's Bay Company
Stuart and Rob create distinctive customer experiences across the broad portfolio of HBC business units (Saks Fifth Avenue, Lord & Taylor, Hudson’s Bay, and OFF5th. Their teams are creating the future of HBC at a time of unparalleled disruption to achieve the full potential of omnichannel—HBS is moving from brick and mortar experience to a journey that uses human-centered design principles to translate a legacy of service to digital customers wielding authority and power to modulate control in customizing every aspect of the experiences they crave. Join this session to gain actionable insights as to how HBC has achieved over $10M in savings whilst simultaneously improving CSAT 20%:

• Knowing how to use customer journeys to understand high impact opportunities
• Leveraging voice of the customer data to accelerate your transformation
• Understanding the cultural complexity of a CX first transformation 
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Stuart Benzal

VP, Omni Channel Customer Care
Hudson's Bay Company

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Rob Rutledge

VP, Operations and Customer Experience
Hudson's Bay Company

Track C: Boosting CX With Personalization

2:00 pm - 2:20 pm How Rent The Runway’s Unlimited Subscription Model Is Changing CX
Hampton Catlin - VP of Engineering, Rent The Runway
When Rent the Runway launched the company’s Unlimited program, a monthly subscription, the showrooms didn’t play a big role in the business model. But now, the company is honing in on best uses of connected commerce, listening to customer demand, and letting the customers “run the show” so people can get in and out. Discover the tech Hampton and team are deploying to bolster omni- interactions and how data is being harnessed to build CLV.
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Hampton Catlin

VP of Engineering
Rent The Runway

Track A: Partnerships & Marketplaces For Global Growth

2:20 pm - 2:40 pm Innovative Tech Presentation
To present a cutting edge technology that is changing retail eCommerce, contact Chet Silverman at 646-200-7478 or CSilverman@wbresearch.com

Track A: Partnerships & Marketplaces For Global Growth

2:40 pm - 3:10 pm Lightning Round: Staying On Amazon’s Good Side
Mike Zhang - Founder/CEO, Fenrici Brands Holly Ramer - Sr. Director of eCommerce, SharkNinja Gary McEldowney - Marketplace Channel Manager, Aidance Skincare
During this panel, get a quick A checklist assessing the risks & rewards of partnering with the largest marketplace. The executives give you their best tactics to:
• Control pricing through channel partners—balancing your bottom-line
• Track counterfeits—what you need to do to ensure your brand image is not ruined 
• Use marketplaces as a discovery tool and tracking the leap to your branded side
o Ensuring content is fresh descriptions are focused
• Ensure you are hitting Amazon’s metrics for shipping for guaranteed delivery
o What to do if you are in peak seasons to ensure all orders are fulfilled to Amazon’s liking
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Mike Zhang

Founder/CEO
Fenrici Brands

Holly Ramer

Sr. Director of eCommerce
SharkNinja

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Gary McEldowney

Marketplace Channel Manager
Aidance Skincare

Track B: Omni-Channel Optimized

2:20 pm - 2:40 pm 5 Marketing Predictions For The Next 5 Years
Predictions used to be a corny ploy to get people to buy a tabloid. They were based on dreams and the alignment of the stars, if they were based on anything tangible at all. Today we’ve developed machines that learn how to accurately predict what customers really want, based on real data for each individual. Over the next five years, we will see the digital landscape change even more, and only through looking ahead can we make sure we’re not left behind. This rapid technology growth impacts marketers in a profound way. We know that human-driven personalization does not scale. Just as machine learning has made it easier for marketers to deal with mountains of data, there are technologies being developed and leveraged right now that will further help marketers and customers engage in a way that they both benefit from.In this presentation, we will look ahead to identify the trends and tech that are most likely to survive the hype cycle and become the must-haves of the near future. We’ll discuss five predictions we believe marketers should prepare for in the next five years.

Track B: Omni-Channel Optimized

2:40 pm - 3:10 pm Panel Discussion Remix: Taking Advantage Of Connected Consumers (And Enabling Connected Commerce)
Ashley Wahl - Web, E-commerce & Digital Manager, IKEA Chris Hasek-Watt - Founder, Rotarity Alison Stiefel - VP of Marketing, ShopStyle Peyman Zamani - CEO, Logicbroker
55% of retailers consider optimizing CX a top priority. From front to back end systems—ie web platform to inventory management—the customer wants the journey to be efficient and fast. With retailers catering to customers’ shopping habits across devices and preferences, we are seeing companies becoming more loyal to customers VERSUS customers being loyal to companies. Learn how to:
• Be empowered by mobile and online opportunities to connect with customers
• Showcase products in new ways to customers
• Look at connected home environment tools—how you can best market your products for the futuristic home 
• Shuffle through the explosion of structured and unstructured data from online and in-store devices: what to do with it? What big data tools do you need?
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Ashley Wahl

Web, E-commerce & Digital Manager
IKEA

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Chris Hasek-Watt

Founder
Rotarity

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Alison Stiefel

VP of Marketing
ShopStyle

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Peyman Zamani

CEO
Logicbroker

Track C: Boosting CX With Personalization

2:20 pm - 2:40 pm Innovative Tech Presentation
To present a cutting edge technology that is changing retail eCommerce, contact Chet Silverman at 646-200-7478 or CSilverman@wbresearch.com

Track C: Boosting CX With Personalization

2:40 pm - 3:10 pm Creative Director And Branding Panel: How Data Is Curating Content And Creative
Katie O'Brien - Head of Creative, Lifestyle Brands, Wayfair Stacie Santana - Director, Creative Services, The Home Depot
The executives who oversee creative have the challenge of balancing a clear message with cutting-edge ideas. With so many entry points to connect with the customer, brands must be innovative yet disciplined; messages across channels need to surprise and delight, inform and entertain—these panelists will do just the same as they discuss their experiential marketing tactics, curated by data:
•Bridging quantitative and qualitative data to build creative campaigns
•Ensuring data does not curb creative but enhances it
•How to trust the data to build automated creative campaigns—can you automate your creative vision?
•Catching the attention of your audience—analyzing what points of digital campaigns are the make or break points

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Katie O'Brien

Head of Creative, Lifestyle Brands
Wayfair

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Stacie Santana

Director, Creative Services
The Home Depot

3:10 pm - 4:00 pm Frosé Happy Hour Networking Break In The Expo

If it’s summer, it must be rosé season! Cool off with this delectable drink.

3:10 pm - 4:00 pm Sneakerhead Meet-Up!

Meet in the Social Lounge in the Expo and check out each others’ kicks; share your strategies to get the latest sneaker styles!

4:00 pm - 5:00 pm Invitation Only Bourbon Tasting Hosted By Iterable

Track A: Partnerships & Marketplaces For Global Growth

4:00 pm - 4:20 pm How To Tap Into Africa’s $300bn Online Market
Chris Folayan - Founder, MallForAfrica
Africa is the fastest growing online eCommerce user penetration in the world; and by 2025 Africa's eCommerce revenue will be above $300bn. How will you be connecting with this emerging market, especially as emerging markets will contribute 900 million users by 2022?  Uncover avenues to connect with the 90% of internet users will be from emerging markets in the next 3 years by:
• Understanding eCommerce in Africa
• Expanding into Africa with minimal risk 
• Doing business in Africa pitfalls, hurdles and successes
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Chris Folayan

Founder
MallForAfrica

Track A: Partnerships & Marketplaces For Global Growth

4:20 pm - 4:35 pm Innovative Tech Micro-Session
To present a cutting edge technology that is changing retail eCommerce, contact Chet Silverman at 646-200-7478 or CSilverman@wbresearch.com

Track A: Partnerships & Marketplaces For Global Growth

4:35 pm - 5:00 pm eTail Tonight: Global Perspectives: Adopting Your User Experience Based On Region
Diana Stuparu - Head of eCommerce, Bose Brian Best - Head of eCommerce, North America, G-STAR RAW Keiko Osada - Head of eCommerce, North America, The Kraft Heinz Company
With a borderless web, and customer convenience at an all time high, how are you managing current and potential customers’ expectations? And where might the best region be for you to expand to? The leaders on this panel discuss:

• Where eCommerce is booking: which developing countries your business needs to focus on now
• Conducting accurate research and developing KPIs for your global eComm initiatives 
• Marking your global footprint: adjusting the digital experience based on region
o What is valued in the different cultures and highlighting that online
o Accurate translations online
o Providing a localized payment method

Diana Stuparu

Head of eCommerce
Bose

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Brian Best

Head of eCommerce, North America
G-STAR RAW

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Keiko Osada

Head of eCommerce, North America
The Kraft Heinz Company

Track B: Omni-Channel Optimized

4:00 pm - 4:20 pm Where Walmart And VR Intersect: How Immersive Media Is Supporting Omni-Channel Experiences
Brock McKeel - Senior Director of Operations, Walmart
Brock McKeel and his team are helping Walmart’s 1.4 million store associates better serve their customers through augmented and virtual reality. Discover what tech Brock tested to build practical uses of this “buzzy” tech, and how new interactive, omni experiences are erasing distance, removing barriers and exceeding customer’s expectations.
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Brock McKeel

Senior Director of Operations
Walmart

Track B: Omni-Channel Optimized

4:20 pm - 4:35 pm Innovative Tech Micro-Session
To present a cutting edge technology that is changing retail eCommerce, contact Chet Silverman at 646-200-7478 or CSilverman@wbresearch.com
Learn from these elite panelists how AI is improving their retail omni-channel abilities and accuracies. They give you their quick wins so you, too can ensure your earned data as part of today’s retail DNA:  
• How AI is being programmed to predict customer journey and buying habits of the customer
• Ensuring the human factor remains in omni-digital transformation
• Adapting omni-channel experiences as customers continue virtual assistant usages
• AI analysis as part of creative – how it is changing marketing’s process 
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Christina Thorpe

Director, Product Management, Customer Experience
Gap

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Jason Jabaut

Sr. Director of eCommerce
Fleet Feet

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Nakul Vyas

Americas Head for Digital, Data & Analytics, Innovation, GSK Consumer Health Care
GSK

Track C: Boosting CX With Personalization

4:00 pm - 4:20 pm Top Ten List: 10 Best Practices for Building Great Customer Experiences
David Levin - VP, Customer Experience & Digital Innovation, Bob's Discount Furniture
Your brand is no longer defined by your marketing. It’s defined by your customer experience. This isn’t such a novel or controversial notion. As common wisdom goes, great marketing can’t save a bad brand. Plus in the age of Amazon driving brand erosion, it’s become critically important for marketers to provide compelling customer experiences in order to stand out. This discussion will address:
• 10 customer experience best practices to inspire your strategy
• Examples of how leading brands have employed these CX best practices to differentiate
• Ideas that you can apply to your strategic planning, as well as to in-store and online tactics
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David Levin

VP, Customer Experience & Digital Innovation
Bob's Discount Furniture

Track C: Boosting CX With Personalization

4:20 pm - 4:35 pm Innovative Tech Micro-Session With Iterable

Track C: Boosting CX With Personalization

4:35 pm - 5:00 pm Panel Discussion: How Supercharged Data Is Creating Super VIP Loyalty Programs
Lisa Erickson - Sr. Director - CRM & Loyalty, Sleep Number Andrew Blachman - COO, Tophatter Allie Donovan - Director of CRM & Retention, Boxed
Customers want to readily connect with their favorite brands. So which digital tools are you using that assess your top data to create seamless experiences and ensure loyalty? More over, is your loyalty program stale? Learn from this panel to go beyond discounts to make loyalty fun, and drive customers to buy:
• Using AI-infused data to mold new loyalty marketing strategies
• Focusing on better targeted messages based on segmentation
• Deploying loyalty messages across email and social media 
• Creating a loyalty ecosystem: What exclusive offers and early access opportunities customers are now flocking to
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Lisa Erickson

Sr. Director - CRM & Loyalty
Sleep Number

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Andrew Blachman

COO
Tophatter

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Allie Donovan

Director of CRM & Retention
Boxed

During this story telling session, hear about and learn from  the highs, lows, and hustle of the Founders of three Disruptive Companies:
• Adam Callinan, Co-Founder & CEO, BottleKeeper
• Olivia Landau, Co-Founder & CEO, The Clear Cut
• Kyle E. Simon, Co-Founder & COO, The Clear Cut 
• Brian Jeong, Co-Founder & CEO, Hawthorne 
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Adam Callinan

Co-Founder & CEO
BottleKeeper

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Olivia Landau

Co-Founder & CEO
The Clear Cut

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Kyle Simon

Co-Founder & COO
The Clear Cut

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Adam Tishman

Co-Founder
HelixSleep

5:00 pm - 5:00 pm Conclusion Of Day One & Expo Closes

5:00 pm - 7:00 pm The eTail Party Continues Boston Public Market

Shuttles provided in front of Sheraton Lobby, starting at 5:00.

Go local and experience Boston’s finest market designed to showcase the variety and quality of food grown, produced or caught throughout New England; with energizing entertainment, you can’t miss strolling through to sample everything from lobster to lagers!