As large language models (LLMs) like ChatGPT become mainstream tools for information discovery, the traditional dominance of search engines is under pressure. According to Gartner, search engine volume is projected to drop by 25% by 2026, as users increasingly turn to conversational AI for answers, advice, and product discovery. In this keynote, we’ll explore what this means for brands, marketers, and the future of digital commerce. You’ll walk away with practical insights on:

• Understanding how LLMs like ChatGPT are changing consumer search behavior
• Learning where these models get their data—and how your brand can show up in AI-generated answers
• Exploring new methods to influence model output and improve brand visibility within LLMs
• Preparing your content and SEO strategy for a post-search engine landscape
• Real-world examples of how retailers are adapting to this paradigm shift in search

During this time, our roundtable hosts will introduce themselves and explain the topic they will be covering throughout the day.

Table 1: Winning the Modern Retail Buyer: Performance Marketing Across the Path to Purchase

Today’s retail buyers–especially Millennials and Gen Z–are savvy, selective, and navigating an increasingly complex digital path to purchase. To influence their decisions and drive measurable results, retailers must show up across the channels that matter most.

Join us as we explore how to strategically leverage performance-driven tactics–like influencer marketing, product search, commerce content, and emerging platforms such as Buy Now Pay Later (BNPL)--to engage the next generation of shoppers and guide them from discovery to purchase.

Moderator: Aubrey Gutierrez, Partnerships Manager, Connexity

• Embrace AI-driven tools to automate and optimize your affiliate marketing processes
• Focus on building authentic relationships with micro and nano influencers
• Adapt to evolving attribution models by implementing multi-touch tracking to gain a comprehensive understanding of the customer journey and accurately measure affiliate contributions.
• Prioritize transparency by providing affiliates with access to performance data and insights

Table 1: Winning the Modern Retail Buyer: Performance Marketing Across the Path to Purchase

Today’s retail buyers–especially Millennials and Gen Z–are savvy, selective, and navigating an increasingly complex digital path to purchase. To influence their decisions and drive measurable results, retailers must show up across the channels that matter most.

Join us as we explore how to strategically leverage performance-driven tactics–like influencer marketing, product search, commerce content, and emerging platforms such as Buy Now Pay Later (BNPL)--to engage the next generation of shoppers and guide them from discovery to purchase.

Moderator: Aubrey Gutierrez, Partnerships Manager, Connexity

The integration of brand marketing and performance marketing has become essential for driving sustainable growth. By combining the emotional resonance of brand storytelling with the precision of data-driven performance campaigns, businesses can create a symbiotic relationship that amplifies their reach and impact. This case study explores how melding these strategies fosters deeper customer connections while maximizing ROI.

• Brand marketing builds long-term trust and loyalty, while performance marketing delivers measurable results and immediate conversions.
• A unified approach ensures consistent messaging across channels, enhancing brand identity and campaign effectiveness.
• Leveraging data insights from performance marketing can refine brand strategies to better resonate with target audiences.
• Successful integration requires collaboration between creative teams and data analysts to align goals and optimize execution.

In the rapidly evolving landscape of digital marketing, staying ahead requires a dynamic approach to media planning and strategy. As we navigate 2025, emerging channels like connected TV, retail media networks, and AI-driven platforms are reshaping how brands connect with their audiences. This panel will explore how to optimize your media mix by embracing these innovations and testing new strategies to drive measurable results in an increasingly competitive market. Expect to hear about: 

• Allocating digital marketing budgets efficiently amidst rising media costs and changing ROI metrics 
• Rethinking traditional and new media strategies to drive top-of-funnel growth in a multi-channel environment  
• Considering how retail media fits into your mix  
• Harnessing zero- and first-party data more effectively to enhance customer insights and targeting 
• Adapting platform strategies as customers interact across touchpoints throughout their journey 
• Redefining KPIs to reflect the shifting priorities and outcomes in a rapidly evolving media ecosystem

Table 1: Winning the Modern Retail Buyer: Performance Marketing Across the Path to Purchase

Today’s retail buyers–especially Millennials and Gen Z–are savvy, selective, and navigating an increasingly complex digital path to purchase. To influence their decisions and drive measurable results, retailers must show up across the channels that matter most.

Join us as we explore how to strategically leverage performance-driven tactics–like influencer marketing, product search, commerce content, and emerging platforms such as Buy Now Pay Later (BNPL)--to engage the next generation of shoppers and guide them from discovery to purchase.

Moderator: Aubrey Gutierrez, Partnerships Manager, Connexity

Understanding the effectiveness of performance marketing in today’s multi-channel world requires a robust cross-channel attribution strategy. As customers interact with brands across diverse touchpoints—social media, email, paid ads, and more—measuring which channels truly drive conversions has become both a challenge and an opportunity. This panel will explore advanced attribution models, actionable strategies, and the latest tools to help marketers accurately measure performance, allocate budgets effectively, and maximize ROI. Expect to hear about: 

• Tracking multi-touch interactions to understand the full customer journey across paid, organic, and owned channels 
• Analyzing incremental value from different touchpoints to optimize media spend and maximize ROI 
• Leveraging advanced analytics and AI to gain deeper insights into cross-channel performance and user behavior 
• Aligning KPIs across channels to ensure consistent measurement and performance benchmarks 
• Optimizing budget allocation based on performance insights from attribution models to drive more efficient marketing

As AI continues to revolutionize the digital marketing landscape, its ability to drive personalization and hyper-targeting has become a game-changer for performance marketing. By leveraging AI-powered insights, brands can deliver tailored experiences that resonate deeply with individual customers while optimizing campaign efficiency at scale. This fireside chat will explore cutting-edge strategies and real-world examples of how AI is transforming customer engagement and unlocking unparalleled growth opportunities. Expect to hear about:

• Leveraging enhanced ecommerce tracking to gain granular insights into the customer journey and optimize conversion funnels
• Using GA4’s AI-powered predictive metrics (like purchase probability) to identify high-value customers and refine targeting strategies for marketing campaigns
• Consolidating Cross-Platform Data to track users across both web and mobile platforms, ensuring a unified view of customer behavior and improving personalization efforts
• Tips for customizing reports and dashboards to highlight key ecommerce KPIs

To stand out, content strategies must prioritize human-centric storytelling, emotional resonance, and authenticity, while leveraging AI to enhance creativity and efficiency. This panel will explore the latest trends and actionable strategies for crafting engaging, search-optimized content that resonates with audiences and drives meaningful results in the year ahead. Expect to hear about: 

• Leveraging your tech stack for search insights and data to better understand customer motivations and optimize content 
• Empowering content creators with AI tools like ChatGPT to enhance productivity without compromising authenticity or brand voice 
• Defining your brand’s USP, integrate visuals and video alongside text, and write with intent and clarity 
• Adapting to closed environments like Instagram and TikTok, where high-quality content is driving early-stage searches and brand interactions 
• Continuously assess content performance across formats, copy, and channels to refine your strategy based on real-time results

Immersive technologies like AR and VR are redefining customer loyalty by transforming transactional interactions into emotionally charged, memorable journeys. Brands leveraging these tools see up to 86% higher repeat purchases and 52% greater brand commitment, as emotionally engaged customers spend 67% more than new prospects. This fireside chat will delve into strategies for integrating immersive experiences into loyalty programs, from personalized virtual try-ons to exclusive digital events, fostering deeper connections that convert fleeting buyers into lifelong advocates

• Designing engaging experiences that captivate loyal customers and deepen their connection with your brand 
• Personalizing rewards using customer insights to create memorable, tailored experiences 
• Incorporating gamification into loyalty programs to make rewards more interactive and engaging 
• Offering exclusive experiences that make loyal customers feel valued and strengthen their long-term loyalty

During this time, our roundtable hosts will introduce themselves and explain the topic they will be covering throughout the day.

During this time, roundtables will be taking place. Hosts will lead back to back 25 minute long conversations with new groups of retailers each rotation. 

Did you say direct mail? Like, snail mail? At an ecommerce event? Yes, direct mail is experiencing a resurgence in popularity among retailers and brands due to its ability to provide a tangible, personalized experience that fosters deeper emotional connections and higher engagement rates compared to digital marketing channels. Discover the essential elements needed to make direct mail a successful component of your integrated marketing strategy and discuss the tips for:

• Leveraging targeted data to create personalized direct mail campaigns that resonate with specific customer segments 
• Combining digital and physical strategies to enhance the impact of direct mail through integrated, omnichannel approaches 
• Designing eye-catching, relevant content that captures attention and drives action with clear calls-to-action 
• Tracking and measure results to optimize direct mail campaigns and improve ROI through ongoing testing and refinement

During this time, roundtables will be taking place. Hosts will lead back to back 25 minute long conversations with new groups of retailers each rotation. 

In this session, learn how one retailer is successfully leveraging the intimacy and immediacy of SMS to create highly targeted, value-driven interactions. Find out their tips and tricks for increased conversion rates using this channel. Leave with fresh ideas for:

• Segmenting your audience to send targeted impactful messages that resonate with specific customer needs
• Personalizing SMS messaging to deliver relevant offers and content based on customer behavior
• Using SMS to provide exclusive, time-sensitive deals that drive immediate action and engagement
• Building trust by using SMS for valuable updates, reminders, and customer service interactions

Email remains one of the most powerful tools in a marketer's arsenal, but standing out in crowded inboxes requires creativity, precision, and adaptability. With trends like advanced personalization, interactive content, and AI-driven automation shaping the future of email marketing, crafting campaigns that engage and convert is more challenging—and rewarding—than ever. This panel will dive into fresh tips and tricks to ensure your emails don’t go unopened, equipping you with actionable strategies to captivate audiences and drive results in 2025. Expect to hear about: 

• Utilizing segmentation and dynamic content to craft tailored emails that speak directly to individual preferences
• Ensuring your emails are visually striking and align with your brand identity
• Adding interactive elements like AMP to simplify the shopping experience and differentiate your emails
• Tracking important metrics like click-through rates and unsubscribes, and consistently A/B test for optimal results
• Streamlining automated email flows to maintain high engagement while reducing manual effort

During this time, roundtables will be taking place. Hosts will lead back to back 25 minute long conversations with new groups of retailers each rotation. 

In today's digital landscape, personalization is key to crafting memorable customer experiences across email and SMS channels. By leveraging data-driven insights, businesses can tailor their communications to resonate with individual preferences, behaviors, and milestones. This panel will explore the latest strategies for enhancing customer journeys through personalized email and SMS marketing, focusing on automation, segmentation, and dynamic content to drive engagement and loyalty. During this session: 

• Learn how to effectively combine email and SMS for seamless, personalized customer journeys that boost engagement and conversions.
• Discover how to implement real-time behavioral triggers for automated responses, enhancing customer re-engagement and purchase completion.
• Explore techniques for using dynamic content in emails and SMS to tailor messages based on individual customer behaviors and preferences.
• Understand effective segmentation strategies to deliver targeted messaging that increases relevance, satisfaction, and loyalty.

• Recognizing that transactional based rewards don’t drive incremental behavior
• Strengthening brand affinity through purpose-driven rewards and incentives
• Fostering emotional connections by supporting social causes that resonate with your audience
• Driving repeat business by rewarding customers for behaviors that reflect shared values

Subscription models have revolutionized the way businesses operate, offering a predictable revenue stream and fostering long-term customer relationships. By leveraging recurring payments, companies can enhance customer engagement, reduce acquisition costs, and increase customer lifetime value, leading to sustainable growth and profitability. This panel will explore the strategic advantages of subscription models, including their ability to drive loyalty, provide valuable customer insights, and facilitate scalable business expansion in today's competitive market. Expect to hear how to: 

• Unlock recurring revenue streams through innovative subscription offerings.
• Enhance customer loyalty and lifetime value with personalized subscription services.
• Streamline operations and reduce churn with data-driven subscription strategies.
• Leverage subscription models to create consistent and predictable cash flow for growth.

In today's fast-paced business environment, effective communication among C-suite executives is crucial for strategic alignment and organizational success. Speaking the language of fellow executives, involves mastering the art of articulating complex financial insights in a clear, actionable manner. This keynote fireside chat will delve into the nuances of executive communication, exploring how to tailor messages that resonate with diverse stakeholders, leverage data-driven narratives, and foster a culture of transparency and collaboration across the C-suite. Meg & Tierney from Sakara Life, CFO & CMO respectively, are intimately aware of how strong this relationship needs to be and will walk us through:

• Framing discussions around key financial metrics such as profitability, cash flow, and return on investment
• Translating marketing objectives like customer acquisition and retention into terms that reflect revenue growth and cost-effectiveness
• Discussing potential risks associated with eCommerce operations, such as cybersecurity threats or supply chain vulnerabilities, and present actionable plans for mitigation
• Engaging other C-Level executives in strategic planning sessions to ensure that eCommerce goals are integrated into broader business objectives, fostering a collaborative approach that emphasizes shared accountability 

Delivering seamless customer experiences requires more than just individual departmental efforts—it demands a cohesive, cross-functional approach. Organizational silos can hinder collaboration and innovation, leading to disjointed customer interactions. This keynote panel will explore strategies for breaking down these silos, fostering a culture of teamwork, and aligning departments to create unified, customer-centric experiences that drive loyalty and growth. Expect to hear about: 

• Identifying key departments for cross-functional collaboration to gain a holistic view of your customer
• Establishing shared goals and objectives to align teams towards a unified vision
• Promoting a customer-first mindset organization-wide through training and dedicated CX champions
• Eliminating visible barriers between channels, ensuring a smooth, integrated experience for your customers

• Ensure your KPIs align with clear business goals for meaningful performance tracking.
• Use advanced analytics tools to track both leading and lagging indicators of success.
• Regularly review and adjust KPIs to stay responsive to changing market conditions.
• Focus on actionable metrics that directly impact growth, customer retention, and ROI

• How purpose-driven commerce creates deeper connections with customers.
• The role of storytelling in communicating a brand’s mission through marketing and digital experiences.
• Practical strategies for integrating social impact into retail experiences.
• Real-world examples of how aligning business objectives with a greater cause builds customer loyalty differentiates brands and fosters a sense of community.
• Explore how integrating authentic charitable partnerships can turn one-time buyers into loyal advocates.
• Demonstrate how cause marketing fosters long-term emotional connections and repeat purchases that drive sustainable growth.

In today’s fragmented retail landscape, brands must strategically navigate D2C, wholesale, and marketplaces to unlock growth without compromising customer experience or operational efficiency. While D2C offers direct relationships and data-driven insights, wholesale provides scale and credibility, and marketplaces expand reach—but balancing these channels requires careful alignment of pricing, inventory, and brand identity. Listen in on this panel discussion to hear more about: 

• Developing a cohesive strategy that leverages both D2C and marketplace channels to maximize brand reach and customer engagement
• Monitoring pricing and inventory across platforms to maintain consistency and avoid channel conflict
• Utilizing customer data from both channels to inform marketing strategies and enhance personalization efforts
• Assessing performance metrics regularly to optimize resource allocation and improve overall sales effectiveness

• Implement advanced bot detection and mitigation solutions to combat the 58% increase in bad bot traffic.
• Enhance data protection strategies to address the growing threat of ransomware, which constitutes over 30% of cyber incidents.
• Adopt transparent data handling practices to prevent losing approximately 75% of customers after a cybersecurity breach.
• Establish comprehensive cybersecurity frameworks that include multi-factor authentication and regular employee training to counter new attack techniques.

Understanding and optimizing customer lifetime value (LTV) is crucial for driving sustainable growth and profitability. This session will delve into actionable strategies for enhancing customer retention, increasing average order value, and leveraging data analytics to predict and boost LTV. From personalized marketing campaigns to loyalty programs and seamless customer experiences, attendees will learn how to create a loyal customer base that fuels long-term success

Gen Alpha and the still-emerging Gen Z, shaped by unprecedented technological advancements and diverse cultural influences, will redefine how brands engage with their audiences and create meaningful experiences. This keynote panel will explore the unique preferences, behaviors, and expectations of these younger generations, providing insights on how marketers can adapt their strategies to resonate with them and secure a strong future in the market. Expect to hear about: 

• Understanding Gen Alpha and Gen Z’s digital-first mindset to shape your marketing strategies
• Creating authentic, values-driven content that resonates with these socially conscious generations
• Embracing emerging technologies, like AI and AR, to engage younger audiences in new ways
• Adapting to shorter attention spans by delivering quick, impactful, and interactive experiences

• Overcoming fragmented post-purchase processes to enhance customer satisfaction
• Building cross-departmental synergy for a unified post-purchase experience
• Streamlining post-purchase communication and operations for maximum efficiency
• Capitalizing on post-purchase interactions to boost customer retention and lifetime value

Simplifying and streamlining the tech stack can be a transformative strategy, allowing companies to enhance productivity, reduce costs, and improve scalability by eliminating unnecessary complexity and focusing on what truly drives growth. This keynote panel will explore the benefits and practical strategies for optimizing your existing technology infrastructure, ensuring that your business can adapt quickly to evolving market demands and stay competitive in a rapidly changing environment. Expect to learn how to:

• Assessing your current tools and identify underutilized features that can enhance efficiency
• Consolidating overlapping platforms to reduce complexity and improve system integration
• Prioritizing solutions that offer scalability and flexibility as your business grows
• Investing in training to ensure your team fully leverages the capabilities of your existing tech stack

• Regularly perform usability tests with real users to identify pain points in the mobile shopping journey
• Ensure that your mobile site loads quickly and performs efficiently
• Utilize responsive design principles to create a visually appealing and easy-to-navigate interface
• Actively solicit and analyze customer feedback through surveys and reviews to identify areas for improvement and implement changes that align with user expectations.

Help us kick off eTail Boston at a lively happy hour at Porto Restaurant in Boston’s Back Bay, the perfect place to enjoy a summer evening in Boston. Enjoy expertly crafted cocktails, delicious small bites, and the chance to connect with fellow eTailers before the full conference begins. Let this creative atmosphere set the tone for an inspiring and productive conference ahead!

Trust in AI hinges on aligning its capabilities with ethical standards and measurable outcomes, ensuring systems operate transparently while delivering consistent value. With 82% of executives acknowledging AI’s transformative potential yet hesitating due to trust gaps, organizations must prioritize robust governance and clear communication to bridge skepticism. This fireside chat will explore how setting realistic expectations, defining success metrics, and implementing technical guardrails can transform AI from a perceived risk into a trusted strategic partner. Expect one retailer to share:

·     How can AI be used to enhance customer trust in retail

·     Identifying the KPI’s and frameworks to measure the success of AI in retail

·     Setting realistic expectations for AI capabilities, ensuring all stakeholders understand its potential and limitations

·     Setting effective guardrails for AI in retail environments, designing safeguards to mitigate risks, ensure fairness, and uphold data privacy

·     Understanding the common pitfalls and roadblocks

Artificial intelligence is playing a pivotal role in transforming both eCommerce and digital marketing strategies. AI-driven solutions are enabling retailers to deliver personalized customer experiences, optimize operations, and drive growth through advanced analytics and automation. This keynote panel will explore the latest AI innovations in retail, from AI-powered personalization and predictive analytics to generative AI applications, discussing how these technologies are reshaping customer engagement, operational efficiency, and marketing effectiveness in 2025. Expect to hear about: 

·     Enhancing customer experiences with personalization and predictive analytics

·     Streamlining operations with AI-driven inventory and demand management

·     Optimizing marketing with smarter targeting and real-time insights

·     Exploring emerging AI technologies and addressing adoption challenges

• Exploring how AI technologies are revolutionizing search algorithms and user experience in e-commerce
• Analyzing the impact of AI-driven search optimizations on conversion rates and customer engagement
• Discussing strategies for maximizing search ad spend efficiency through AI-powered targeting and personalization
• Reviewing best practices around successful integration of AI for search performance

AI-driven personalization allows retailers to move beyond generic marketing, crafting unique interactions that resonate with individual preferences and behaviors, thereby enhancing customer satisfaction and loyalty. This keynote fireside chat will explore the transformative power of AI in retail, discussing how AI can create immersive, human-centric experiences that not only drive sales but also foster enduring brand relationships in a rapidly evolving market. Expect to hear more about how this retailer is:

• Leverage AI algorithms to analyze customer data, enabling personalized product recommendations and enhancing the shopping experience.
• Implement AI-driven chatbots and virtual assistants to provide tailored customer service
• Utilize predictive analytics to anticipate customer needs and preferences
• Integrate augmented reality tools for virtual try-ons

How Leading Retail Brands Drive Growth with AI

Explore how top brands use AI for growth through generative art, moderation, and personalized product recommendations that elevate customer experience.

Ryan Bell, CSO, Drive Commerce

Gen AI-Driven eCommerce CRO: How Moonshot AI Turns Online Stores into Self-Optimizing Ecosystems

Discover how Moonshot AI is revolutionizing eCommerce by turning online stores into self-optimizing organisms powered by generative AI. Our platform automatically identifies areas of a website that aren't performing, formulates a hypothesis for improvement, and uses Gen AI to autogenerate the necessary code and design changes. No developers, designers, or analysts are needed—AI handles it all, continuously adapting and optimizing the site to drive growth and enhance customer experiences. Join us to see how this innovative approach is transforming digital retail and delivering measurable results for brands.

• Learn how Moonshot AI leverages Gen AI to enable eCommerce stores to autonomously optimize without the need for developers, designers, or analysts.
• Discover how code and design are autogenerated, allowing businesses to focus on strategy while AI handles the technical aspects.
• Understand how generative AI can continuously improve customer experiences and drive measurable revenue growth.
• Explore real-world examples of how Moonshot AI’s automation creates a seamless, self-optimizing ecosystem for eCommerce brands.
• Gain insights into how Gen AI is transforming the future of eCommerce by reducing reliance on traditional teams and accelerating growth.

Aviv Frankel, CEO and Co-Founder, Moonshot AI

AI is reshaping content generation by merging efficiency with innovation, enabling brands to produce vast volumes of material while balancing creativity and authenticity. While tools like ChatGPT and NLP-driven systems streamline workflows and reduce costs, they also challenge creators to address ethical concerns and preserve human nuance. This keynote will explore how businesses can harness AI’s speed and scalability without compromising quality, ensuring content resonates authentically in an increasingly automated landscape. Expect to dive deeper into how:

•     AI enhances personalization by generating tailored product descriptions and marketing materials based on customer data.

•     Implementing AI tools increases efficiency, allowing for rapid production of high-quality content with fewer resources.

•     Generative AI improves accuracy in product recommendations and search results, enhancing user experience and conversions.

•     AI-powered platforms ensure consistent messaging across channels while adapting to trends and customer feedback in real-time.

• Discover how AI analyzes customer insights to tailor storytelling and product recommendations in real time.
• Explore AI tools that help craft compelling marketing narratives, visuals, and interactive experiences at scale.
• Learn how AI enhances in-store and virtual environments to engage customers through personalized, memorable interactions.
• Understand strategies to leverage AI-powered storytelling to deepen emotional connections and drive repeat business.

As economic pressures and digital transparency continue to shape consumer behavior, businesses must adapt by implementing dynamic discounting strategies that meet evolving demands. This keynote panel will explore the latest trends and actionable strategies in dynamic discounting, from time-based promotions to personalized offers, helping marketers navigate the complex landscape of consumer expectations and drive sales in a highly competitive market. Expect to learn how to: 

·      Leverage real-time data to offer personalized, time-sensitive discounts that drive immediate action.

·      Implement flexible discount structures based on customer behavior, order value, or loyalty status.

·      Automate discount triggers to streamline the customer experience and boost conversion rates.

·      Continuously analyze discount effectiveness to ensure profitability and long-term customer

1. Drive Commerce
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• Leveraging AI to boost personalization, streamline operations, and increase revenue.
• Integrating AI solutions seamlessly into existing retail tech stacks.
• Scaling AI from pilot projects to enterprise-wide adoption.
• Tracking ROI and key metrics to ensure your AI investments deliver tangible business results.

• Generates tailored videos with personalized recommendations, boosting engagement and conversions.
• Streamlines video creation, reducing costs and increasing production speed.
• Analyzes viewer behavior to refine video content and maximize ROI.
• Enables immersive features like virtual try-ons and real-time offers, enhancing customer engagement

Registration Open In The eTail Hallway

By offering high-quality products, implementing strategic pricing strategies that resonate with consumers, and providing seamless convenience through streamlined experiences, retailers can differentiate themselves and attract loyal customers. This keynote fireside chat will explore how companies can leverage these core elements to outperform their competitors, drive customer satisfaction, and ultimately thrive in a rapidly evolving market. Elizabeth Drori from Kizik will walk us through how her and her team are: 

• Focusing on innovation and quality to differentiate your offerings, ensuring they meet customer needs better than competitors
• Implementing dynamic pricing models and promotions to attract price-sensitive customers while maintaining profitability
• Streamlining purchasing processes through user-friendly online platforms, flexible payment options, and efficient delivery services to improve customer experience
• Fostering strong relationships through personalized marketing, loyalty programs, and responsive customer service to build brand loyalty and repeat business

• Use real-time browsing and purchase data to trigger personalized product recommendations instantly.
• Implement AI-driven dynamic content that adapts to individual customer preferences in real-time.
• Integrate CRM and social media data to tailor experiences across email, web, and app interactions.
• Continuously monitor and adjust personalization strategies using real-time analytics to boost conversions

Understanding the customer journey is crucial for building lasting relationships and driving business success. From the initial discovery phase to the ultimate goal of loyalty, each stage of the customer journey presents opportunities for engagement, conversion, and retention. This keynote panel will explore the complexities of navigating the full customer journey, discussing strategies for optimizing touchpoints, addressing pain points, and fostering loyalty through personalized experiences that resonate with diverse customer needs and expectations. Expect to hear about: 

• Mapping out every touchpoint to gain a comprehensive view of your customer’s interactions and experiences
• Leveraging data to track behavior across channels and identify key moments that influence decisions
• Aligning marketing, sales, and customer service teams to ensure a seamless journey from awareness to loyalty
• Continuously gathering feedback and analyzing patterns to refine your strategy and enhance the customer experience

In today's competitive marketplace, the intersection of brand identity and financial performance is more critical than ever. Effective branding can significantly impact a company's bottom line by enhancing marketing ROI, driving sales effectiveness, and fostering customer loyalty. This keynote panel will explore the strategic integration of branding and financial goals, discussing how marketers can leverage brand strength to drive revenue growth, improve profitability, and ultimately achieve sustainable business success. Expect to hear panelists discuss: 

• Bringing budgets and creative together for both brand and performance marketing
• Determining how the two can play off each other and fuel each other
• Finding an agency partner that will do both to save money given rising ad costs and optimize your efforts
• Creating integrated marketing strategies that leverage the strengths of both disciplines

By leveraging data analytics and AI, brands can now deliver tailored experiences across every touchpoint—from discovery to post-purchase engagement—while maintaining relevance for millions of customers. This fireside chat will explore actionable strategies to harness real-time insights, optimize cross-channel interactions, and transform fragmented journeys into cohesive, value-driven experiences. Our speaker will discuss: 

• Collecting and analyzing customer data at each touchpoint to build comprehensive, personalized profiles
• Using real-time insights to deliver tailored content and offers throughout the customer journey
• Leveraging AI and automation to scale personalization efforts without sacrificing quality
• Continuously refining your strategies by testing and optimizing personalized experiences based on customer feedback

In today’s competitive eCommerce landscape, over 95% of site visitors leave without making a purchase, representing a massive missed opportunity. In this session, Kevin Herrholtz, VP of Client Success for SafeOpt by AddShoppers, will show you how SafeOpt turns lost visitors into loyal customers by complementing your existing marketing, not replacing it. With no setup fees, no subscriptions, guaranteed ROAS, and no long-term commitments, SafeOpt is a flexible, performance-driven way to recover lost revenue and drive growth — with your success as the only goal.

• Understand why most site visitors leave without purchasing — and what you can do about it.
• Learn how SafeOpt complements existing marketing strategies to capture lost revenue.
• Discover how behavior-based targeting and deliverability expertise increase engagement and conversions.
• Explore the benefits of a performance-based pricing model with guaranteed return on ad spend.
• Gain practical tips for turning more browsers into loyal buyers without long-term commitments

As organizations continue to invest heavily in AI, the challenge now lies in effectively integrating these technologies across the business to drive tangible results. Streamlining AI use cases requires overcoming common hurdles such as lengthy deployment cycles, fragmented workflows, and inefficient tools. This keynote panel will explore practical strategies for optimizing AI implementation, focusing on how to accelerate deployment, enhance collaboration, and ensure that AI solutions align with core business objectives to maximize impact and efficiency. Expect to hear how our panelists are: 

• Identifying key areas where AI can drive efficiency and enhance decision-making across your operations
• Ensuring seamless integration by aligning AI tools with existing systems and workflows
• Focusing on automating repetitive tasks to free up resources for more strategic initiatives
• Continuously evaluating AI performance and adapting to evolving technologies for ongoing optimization

• Implementing robust data governance frameworks to ensure data integrity and compliance.
• Utilizing advanced analytics to continually refine customer profiles and preferences.
• Employing AI-driven algorithms to personalize recommendations and marketing strategies.
• Integrating dynamic data updating processes to maintain relevance and accuracy over time.

Modern marketers must navigate a complex array of data points, from conversion rates and customer lifetime value to brand sentiment and campaign ROI, to gauge the effectiveness of their strategies. This keynote panel will explore how marketers can set meaningful goals, measure performance, and adapt to changing market conditions, ensuring that their efforts align with broader business objectives and drive sustainable growth in a competitive digital environment. Our panelists will discuss: 

• Embracing data-driven strategies to deliver personalized, measurable results across channels
• Fostering deep customer relationships through authentic engagement and tailored experiences
• Staying agile by adapting to new technologies and emerging trends to stay ahead of the competition
• Balancing creativity with analytics, using both to drive innovation and achieve long-term growth

In today’s competitive landscape, timing is everything. In this insightful session, Audra Shue from Deluxe will explore how marketers can leverage trigger marketing to connect with prospects at the precise moment they are in the market for their products and services. From life milestones like movers, new parents, newly married, to new funding rounds or leadership changes, these triggers create powerful opportunities to engage potential customers with relevant, timely messaging.

Key Takeaways:

• Understand life event triggers can help retail marketers target shoppers in the market.
• Learn how to use trigger marketing to improve targeting and conversion rates.
• Explore real-world examples of brands successfully using trigger marketing.
• Gain actionable insights on personalization and message timing to maximize engagement.

Experience a curated journey through exceptional spirits at our exclusive, sponsor-hosted tastings. Savor a selection of premium beverages, expertly paired with gourmet bites, while engaging with industry experts and fellow enthusiasts in a sophisticated setting.

Join us at the iconic House of Blues in Boston for an unforgettable reception, where industry leaders and innovators will come together to network and celebrate. Enjoy lively music, great food, and an electric atmosphere. And make sure to tune in as Kristin and Liz, the conference directors for eTail Boston, announce the winners of this year’s prestigious eTail Visionary Awards, honoring excellence in eCommerce and digital marketing. Don’t miss this chance to connect with peers, toast to groundbreaking achievements, and be inspired by the best in retail.

As consumers become increasingly price-conscious and digitally savvy, retailers must adapt by leveraging technologies like AI and omnichannel strategies to meet evolving expectations. This keynote will explore the key trends shaping retail in 2025, from navigating economic uncertainties to harnessing emerging technologies, and discuss how businesses can innovate and thrive amidst these dynamic conditions. Poonam Goyal from Bloomberg will walk us through her approach to: 

• Understanding how ongoing inflation affects pricing strategies and profit margins, compelling retailers to adapt their approaches to maintain competitiveness
• Exploring shifts in consumer behavior, including the rise of hybrid shopping experiences and the demand for personalized, seamless interactions across channels
• Assessing the impact of geopolitical tensions on supply chains and operational strategies, necessitating greater resilience and adaptability in retail operations
• Recognize the increasing consumer demand for sustainable practices and products, pushing retailers to prioritize eco-friendly initiatives as a core business strategy

• Explore the psychological basis of social proof and its influence on consumer behavior in retail.
• Discuss various forms of social proof, including customer reviews, testimonials, influencer endorsements, and user-generated content.
• Provide actionable strategies for leveraging social proof, such as showcasing reviews and highlighting user experiences on social media.
• Learn to measure the effectiveness of social proof initiatives through metrics like conversion rates and customer engagement.

In today's volatile economic climate, businesses face unprecedented challenges in balancing profitability with sustainable growth amid shifting consumer behaviors and market instability. To thrive, companies must adopt agile strategies that prioritize resilience, operational efficiency, and customer-centric innovation while navigating inflationary pressures and supply chain disruptions. This keynote panel will explore actionable approaches—from diversifying revenue streams and optimizing cash flow to leveraging data-driven insights and strategic partnerships—that enable businesses to not only survive but capitalize on uncertainty to drive long-term success. Panelists will discuss: 

• Investing in digital marketing to boost online visibility and drive sales through targeted strategies and influencer partnerships.
• Optimizing pricing with dynamic strategies and value-driven promotions to appeal to cost-conscious consumers
• Enhancing customer experience by creating a seamless omnichannel shopping journey that offers convenience and value
• Leveraging data analytics to identify growth opportunities and make informed decisions in inventory management and supply chain resilience

How does a century-old brand not just stay relevant, but get younger and resonate across generations? In this fireside chat, you’ll hear from Melissa Worth, SVP Americas at New Balance, as she shares how the in-demand, premium athletic brand is sprinting into the future of retail with a vision that fuses heritage and innovation. As New Balance races towards its goal of becoming a $10 billion global brand, Melissa will share insights from the private company’s authentic and impactful retail growth in the Americas—one that’s deeply rooted in purpose, driven by community, and powered by a next-gen omnichannel strategy. Expect to hear more about:

• Winning the hearts and minds of Gen Alpha, Gen Z, Millennials, and beyond: forging meaningful partnerships with iconic athletes and creators to build connections where it counts
• Harnessing the strength of retail partnerships: understanding how trusted collaborators, wholesale partners, and savvy distribution strategies continue to fuel growth, reach, and momentum
• Staying true to brand DNA: remaining rooted in heritage and a purpose-led culture while fearlessly innovating to meet the expectations of tomorrow’s consumer in a fast-moving retail landscape

• Understanding the value and benefits of zero click, short form and long form content
• Prioritizing your content strategy based on your understanding of your customer and what they react to
• Continuously A/B testing content formats and see what has the better return

The traditional marketing funnel, with its linear progression from awareness to purchase, no longer reflects the realities of today’s complex consumer behavior. Modern customer journeys are dynamic and non-linear, with individuals jumping between stages, influenced by multiple touchpoints across channels. This keynote panel will explore how marketers can adapt to this evolving landscape by embracing new models, such as the customer journey map or flywheel, to better engage audiences, foster loyalty, and drive sustainable growth in an increasingly fragmented digital world. Expect to hear about how marketers are:

• Leveraging AI algorithms to analyze customer data, enabling personalized product recommendations and enhancing the shopping experience
• Implementing AI-driven chatbots and virtual assistants to provide tailored customer service, improving engagement and satisfaction.
• Utilizing predictive analytics to anticipate customer needs and preferences, allowing for proactive marketing and targeted promotions
• Integrating augmented reality tools for virtual try-ons, creating immersive shopping experiences that foster deeper connections with customers

Iconic brands like Samsonite face the dual challenge of preserving their legacy while resonating with younger, values-driven audiences like Gen Z. Modernizing a 115-year-old heritage requires balancing authenticity with innovation—leveraging nostalgic equity while embracing digital-first strategies, inclusive storytelling, and purpose-driven initiatives that align with contemporary cultural values. This fireside chat with David Oksman of Samsonite will explore how brands can evolve without losing their core identity, drawing insights from successful transformations that bridge generational divides through strategic partnerships, AI-driven personalization, and immersive omnichannel experiences. Expect to hear: 

• Embrace digital transformation to engage with younger demographics effectively.
• Innovate product offerings and brand messaging to resonate with modern consumer values.
• Utilize social media and influencer partnerships to amplify brand relevance and reach.
• Foster authenticity and transparency to build trust and loyalty among younger consumers

• Integrate online and offline touchpoints for a seamless customer experience.
• Use data analytics to personalize messaging and target the right audience.
• Optimize your content strategy for each platform to maximize engagement.
• Measure and refine campaign performance regularly to ensure ROI and long-term success.

As ecommerce continues to grow and evolve, building the right organizational structure is critical for driving efficiency, innovation, and scalability. From leadership roles like the Director of Ecommerce to specialized teams in marketing, IT, inventory management, and customer service, today’s ecommerce org chart must be tailored to meet the demands of a fast-paced digital marketplace. This keynote panel will explore what a modern ecommerce organization looks like in 2025, highlighting key roles, team structures, and strategies for aligning resources to achieve sustainable growth and operational excellence. Panelists will discuss: 

• Establishing a flexible organizational structure that balances flat and hierarchical approaches, allowing for agile decision-making and clear role responsibilities
• Creating key departments including management, development, marketing, operations, customer support, and inventory management to ensure comprehensive business coverage
• Prioritizing cross-functional collaboration, with teams like marketing, sales, and operations working closely to optimize the customer journey and business performance
• Designing a scalable team structure that can adapt to business growth, starting with core roles and expanding departments as the e-commerce operation develops

Pick A Table, Bring Your Challenges, Get Solutions (And A Drink!)

Table 1: Toastmasters: Developing the Public Speaking Skillset to Enhance Your Thought Leadership

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Table 2: Crafting Your Personal Brand: Strategies for Authenticity and Visibility

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Table 3: Tips and Tricks for Prime Week

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Table 4: Hyper Local Media Strategies 

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Table 5: Unlocking Trust: The Future of Secure and Decentralized Digital Identity in E-Commerce

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Table 6: Exploring International Growth Amidst Global Economic Challenges

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Table 7: Crowd-Powered Commerce: The Magic of Social Proof

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Join us for an exclusive evening of networking and appreciation as we honor the esteemed speakers who have shared their insights and expertise throughout the conference. Enjoy a relaxed atmosphere with refreshing cocktails and hors d'oeuvres, providing a perfect backdrop to connect with fellow speakers and continue meaningful conversations sparked during the sessions. This reception is a wonderful opportunity to express gratitude to our speakers while fostering new relationships and celebrating the collective knowledge shared during the event