Pattiann McAdams-Russell President, Online Division Avon

Avon is not your traditional eCommerce player – with over 100 years in business as an offline brand, they’ve had to overcome more than their share of barriers to online selling.  Pattiann has been there throughout this transition and will detail their strategies, successes and obstacles from the inception of Avon.com. 

• Finding ways to leverage your core competencies to drive your online business
• Integrating an online business within a traditional offline organization
• Overcoming organizational issues
• Overcoming systems issues
• Transforming the Avon rep experience as a means to enhance the online shopping experience
• Avoiding channel-conflict between online and the offline sales reps and keeping everyone satisfied along the way

Geoff Galat VP Marketing & Product Strategy TeaLeaf & Retail Client

The results of a recently released consumer survey commissioned by Tealeaf, and conducted by Harris Interactive reveals waves of consumer frustration with issues they are encountering when using eCommerce websites. For the third consecutive year, about nine out of 10 consumers conducting transactions online (87%) have experienced problems. The 2007 survey highlights online consumer intolerance, as 42% of those who have experienced problems when conducting online transactions have switched to a competitor or abandoned the transaction entirely, and another 52% who have experienced bad customer service from a company's contact center, following an online issue, have completely stopped doing business with the company. With the right tools in place, you can capitalize on small changes that have a large revenue impact instead of throwing away advertising and marketing spend that might just be driving customers to your competitors.

Barry Judge Chief Marketing Officer Best Buy

Constant innovation is required to enhance the quality of the customer experience.  Innovation involves creating an experience that is more relevant to the unique needs of your customers.  But how do you innovate in a rapidly changing industry while still remaining true to your brand?  And what cross-channel implications must you consider?   Barry provides overall vision and leadership to all areas of marketing for the Best Buy enterprise.  In this session, he’ll examine how Best Buy has continued to grow and innovate as a direct result of the insight of their customers.

• Examining ways to sustain the level of growth that you’ve experienced over the last several years – even in a down economy
• Understanding a holistic view of how the entire retail industry is changing and evolving
• Listening to your customer
• Exploring how targeted marketing to multiple customer segments will ensure your current growth
• Using offline and online marketing strategies to influence each channel’s growth
• Understanding how branding fits into your overall growth strategy
• Rethinking, reworking and re-energizing your marketing programs to serve customers while driving growth

Sheldon Gilbert Founder & CEO Proclivity Systems & Retail Client

Demystifying predictive behavior modeling:

• Major promises and common pitfalls
• Commercial successes and how to achieve them
• Application of predictive modeling in Web 2.0 and beyond (social networking, blogs, ajax, videos, etc.)

	Monica Woo President, Consumer Floral Brand 1-800-flowers.com
	Shelley Nandkeolyar CEO Norm Thompson Outfitters
	Pattiann McAdams-Russell President, Online Division Avon
	Jeff Hoffman CEO uBid.com

• Exploring ways to engage your customer in the shopping experience by capturing feedback at every touch point
• Focusing on customer service to build positive perceptions and loyalty
• Utilizing your customer data to build a comprehensive picture of your various consumer segments
• Leveraging your channels and mediums to cross-promote and up-sell
• Looking for ways to re-energize your marketing vision and focus on the customer experience across your brand

Brad Wolansky VP E-Commerce The Orvis Company

• How is Orvis structured?
• The Business builds the case for it, IT builds it, the Business then exercises/maintains it
• Defining an IFB
• Examining how to go about building the business case
• Outlining how to get funding
• Showing how to determine priority - and get it "above the line"
• Discussing how to get it done
• Meet 1:1 with IT director, then with developers, then prototype, then dev, then staging, then live
• Looking at post-project reporting
• Examining additional ways to exercise the technology

Google Checkout™ is a fast, convenient checkout process. Online merchants use Checkout to process orders and charge their customers' credit or debit cards. Shoppers can make purchases quickly and securely, using a single username and password. Checkout also works with Google's search advertising program, AdWords, to help merchants increase sales and minimize expenses throughout the online sales and marketing process. For more information, visit http://checkout.google.com/sell

Workshop #1: CEO/President Workshop & Private Lunch

This Invitation-Only, high-level networking opportunity is exclusive to eTail D.C.! It is designed as a brainstorming and networking workshop for CEO’s and Presidents only. It is also limited to 20 participants and is a Retailer-Only activity. If you are interested in attending this exclusive session, and are a qualified retailer (and a CEO/President), email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him at 212.885.2794. Visit www.eTail2008.com for updates on participants!

Workshop #2: CMO/SVP Workshop & Private Lunch
Maximizing Online Transactions through Trust Indicators

This Invitation-Only, high-level networking opportunity is back again to eTail D.C.! It is designed as a brainstorming and networking workshop for CMO’s and SVP’s only. It is also limited to 20 participants and is a Retailer-Only activity. If you are interested in attending this exclusive session, and are a qualified retailer (and a CMO/SVP), email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him at 212.885.2794. Visit www.eTail2008.com for updates on participants!

• Understanding the criticality of finding ways to evolve beyond your core business and fully support your customers
• Exploring how a platform upgrade will support your evolution and future growth
• Keeping up with new technologies and applications
• Cutting some of your traditional media and re-investing in digital and emerging media with a focus on online
• Forming less of a reliance on IT
• Increasing speed to market
• Becoming more dynamic and pushing control out to the user community
• How far should you take viral marketing?
• How much voice should you allow your customer to have?
• Linking your channels with your product offerings
• How do you pull that off?
• What kinds of service levels can you cross-integrate?
• Tying your cross-channel initiatives to the customer experience and backing up your results with meaningful metrics

	Erica Thompson VP, CRM PetSmart
	Matt Raines VP of Technology Bluefly.com
	Brad Wolansky VP E-Commerce The Orvis Company

• Going beyond implementation: Understanding how to use your data once it’s been captured
• Linking your legacy systems for complete customer touch-point visibility
• Leveraging the data to better understand customer clicks and purchasing behavior
• Tracking your customer touch points to reveal the moments you are losing conversions
• Understanding site traffic and behavior to make appropriate adjustments
• Leveraging your ability to measure the effectiveness of your applications through A/B Testing
• Incorporating customer behavior data from all channels to further link your future campaigns

John Caine VP, Marketing Priceline.com

Have you ever conducted a usability audit?  Do you understand how much usability impacts customer satisfaction?  There are many important aspects of site usability that shouldn’t be overlooked.  As a pure play, Priceline.com has had to be on the cutting edge of innovation in usability to remain profitable.  John will talk about how constant usability improvements, no matter how small, have kept them in their market leading position. 

• Determining the factors of usability that directly and indirectly affect the customer experience
• Utilizing multi-variate scenarios to test site functionality and identify underperforming areas
• Combining technology and operations to consistently evaluate and improve your shopping cart/checkout process

Rich Lesperance Director – Web Sales & Operations Circuit City

It seems that everyone in your company, not to mention a small army of vendors and consultants, has an opinion about your website.  How do you decide who's right?  Rich will talk about the challenges of balancing diverse objectives and propose a framework for success.

• The 4 elements of creating a successful online experience
• How to align execution around objectives
• Parallels with the brick & mortar experience

Join your fellow retailers for one-on-one networking and relationship building in a vendor-free zone!

Re-visit history right here at eTail! Plus enter to win fantastic prizes with your fellow retailers!

Kevin Ertell SVP, E-Business Borders, Inc.

More than half of multi-channel retailers have little to no integration between store and site.  Many of them aren’t even seeing it as a priority.  Will the lack of channel synergy come back to bite you?  Kevin believes that in order to meet evolving customer expectations you have to do more than just have a presence in multiple channels.  He’ll show you how he is tying his customer needs to cross-channel integration strategies.

• Examining best practices for integrating multiple channels: Who is ahead of the curve?
• Leveraging the best of each channel to provide a better overall brand experience
• Assessing emerging channels and how they’ll fit into your existing integration strategy
• Tailoring your cross-channel integration strategy so that is in alignment with your customers needs

ChannelAdvisor is the leading provider of e-commerce channel management solutions that enable online retailers to maximize their products across multiple e-commerce marketplaces such as eBay, Amazon.com and Overstock.com, comparison shopping engines such as Shopping.com, Shopzilla, Nextag and Google Product Search and search engines such as Google, Yahoo! and MSN. ChannelAdvisor solutions combine best practices, ondemand software and integrated technology to help retailers sell more products, faster, by automating labor-intensive, manual functions so they spend less time optimizing campaigns and more time solving marketing and business issues. In 2006, ChannelAdvisor managed over $1.6 billion in gross merchandise value (GMV) on behalf of its customers, including name brands like GSI Commerce, Sears, Brookstone, Abebooks, Motorola and more. ChannelAdvisor is headquartered in Research Triangle Park, NC with offices in Seattle, the United Kingdom and Germany. For more information, visit http://www.channeladvisor.com/

Workshop #1: CEO/President Workshop & Private Lunch

This Invitation-Only, high-level networking opportunity is exclusive to eTail D.C.! It is designed as a brainstorming and networking workshop for CEO’s and Presidents only. It is also limited to 20 participants and is a Retailer-Only activity. If you are interested in attending this exclusive session, and are a qualified retailer (and a CEO/President), email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him at 212.885.2794. Visit www.eTail2008.com for updates on participants!

Workshop #2: CMO/SVP Workshop & Private Lunch
Maximizing Online Transactions through Trust Indicators

This Invitation-Only, high-level networking opportunity is back again to eTail D.C.! It is designed as a brainstorming and networking workshop for CMO’s and SVP’s only. It is also limited to 20 participants and is a Retailer-Only activity. If you are interested in attending this exclusive session, and are a qualified retailer (and a CMO/SVP), email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him at 212.885.2794. Visit www.eTail2008.com for updates on participants!

Chris Poad Head of E-Commerce OTTO Group

Otto UK is a company with over 100 years of history in catalog retailing. However, their future will be very different, as the majority of new customers and sales are delivered through the web. Chris is leading a broad multi-channel enablement program that is delivering strategic change in marketing integration, IT and customer contact center capability, supply chain management and organizational culture - across 8 brands with very different customer profiles.

Chris will present a case study of this work-in-progress, highlighting successes and challenges on the way.

	Jay Greenberg Director, eCommerce Spencer Gifts
	Carolyn Holliday eCommerce Manager FILA

• Examining the challenges of manufacturers selling direct:
• Channel conflict between manufacturer and retail partners
• MSRP (or list price) vs. retail partner 'street' pricing
• Inventory issues (e.g., selling direct but retail partner is waiting for inventory)
• Bundling opportunities and accessories
• Competitive advantages - brand, trust factor, warranty, customer service, and full catalog for sale, etc.
• Vendor partners bidding on your search engine branded terms
• Looking at innovative e-commerce models & determining which aspects a manufacturer selling direct can leverage

Jamie Iannone VP Buyer Experience eBay

People learn through experience.  Experience something positive, and you are likely to repeat it.  The same holds true for customers.  In this session Jamie will take you through what the “customer experience” means to eBay’s initiatives and how customer engagement has been integrated into their strategy.

• Exploring eCommerce trends – current and future
• Is rich media enough for the savvy shopper?
• Do you stop at customer reviews?
• Understanding the constraints of your technology platform to support web 2.0 applications
• Struggling to separate the social shopping hype from true opportunities that will drive sales and customer engagement activities
• Integrating user generated content to drive sales
• Evaluating how retailers should participate in social shopping
• Harnessing the power of connected consumers to immediately impact your online business

Michael Dell’Arciprete Vice President of Marketing Boca Java

Many retailers focus a majority of their resources on new customer acquisition.  Many retailers are also neglecting the fact that they may not be maximizing their current customer base (who have already proven their desire to convert).  Michael will examine cross-sell and up-sell from theory to practical implementation.  He’ll also highlight some of your key obstacles to doing it effectively.

Cross-Selling:

• Using a cross-selling strategy on your site
• Display options
• Best practices

Up-Selling:

• Using Up-selling as part of your strategy
• Display options
• Post Sale Up-sell opportunities (and considerations)
• Third Party Partnerships

Join your fellow retailers for one-on-one networking and relationship building in a vendor-free zone!

Re-visit history right here at eTail! Plus enter to win fantastic prizes with your fellow retailers!

	Pinny Gniwisch SVP Marketing Ice.com
	Jay Greenberg Director, eCommerce Spencer Gifts
	Shelley Nandkeolyar CEO Norm Thompson Outfitters

• Identifying how you drew the most traffic during the holidays
• Is there a way to tap into those resources during slower revenue months?
• Evaluating your post-holiday merchandising strategy
• Were you focused on the right product mix?
• What types of promotions did you offer to counteract seasonality?
• Examining remarketing techniques that you can use during the holiday to get customers to return during non-peak periods

Morgan Stewart Director of Research & Strategy ExactTarget & Retail Client

ExactTarget, Inc. is a leading provider of on-demand email marketing software solutions. The company’s suite of on-demand one-to-one marketing applications enables clients to send business-critical and event triggered communications to increase sales, optimize marketing investments and strengthen customer relationships. ExactTarget offers four editions of its on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for Microsoft Dynamics CRM. ExactTarget offers a range of optimization services including support, implementation and training, integration, deliverability, account management, design and deployment and strategic consulting. ExactTarget’s software powers permissionbased email communications for thousands of organizations including Careerbuilder.com, Expedia.com, Florida Power & Light, Gannett Co., Inc/USA TODAY, the Indianapolis Colts, The Home Depot, The Leukemia & Lymphoma Society, Liberty Mutual Group, Papa John’s and Wellpoint, Inc. For more information, please visit www.exacttarget.com or call 1-866-EMAILET.

Workshop #1: CEO/President Workshop & Private Lunch

This Invitation-Only, high-level networking opportunity is exclusive to eTail D.C.! It is designed as a brainstorming and networking workshop for CEO’s and Presidents only. It is also limited to 20 participants and is a Retailer-Only activity. If you are interested in attending this exclusive session, and are a qualified retailer (and a CEO/President), email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him at 212.885.2794. Visit www.eTail2008.com for updates on participants!

Workshop #2: CMO/SVP Workshop & Private Lunch
Maximizing Online Transactions through Trust Indicators

This Invitation-Only, high-level networking opportunity is back again to eTail D.C.! It is designed as a brainstorming and networking workshop for CMO’s and SVP’s only. It is also limited to 20 participants and is a Retailer-Only activity. If you are interested in attending this exclusive session, and are a qualified retailer (and a CMO/SVP), email Jarrett Spagnoli at jspagnoli@wbresearch.com or call him at 212.885.2794. Visit www.eTail2008.com for updates on participants!

Lauren Freedman President the e-tailing group, inc.

Did you win big in holiday 07’?  Are you fully prepared for holiday 08’?  Because there are so many things you must check off your list to ensure you are maximizing your holiday results, Lauren has put together your holiday preparedness “cheat sheet”.  She’ll make sure you are in position to win this holiday season, and keep your revenue growing in Q1. 

• Winning tactics, exemplary execution
• Promotional ploys that perform
• Synchronizing your channels for success
• Exploiting gifting visibility onsite
• Email best practices
• Customer service considerations
• Optimizing January traffic and sales while encouraging gift card redemption
• Last minute checklist to ensure success

Veronica Katz-Smith VP Strategic Partnerships David’s Bridal

Veronica will address the obstacles and challenges she’s encountered and what DB has learned from strategic partnerships.

• Thoughtful content integration and E-marketing
• Rewards, promotions and special offers
• Measuring the success of a strategic partnerships through increased revenue, best in brand partners and customer feedback

	Mike Madaio Chief Internet Architect QVC
	Rose Hamilton Senior Director E-Marketing Chico’s
	Barbara Mousigian Senior Director, E-Commerce CDW Corporation
	Jack Jia CEO Baynote

• Assessing how to structure the information on your site
• Showing organization and delivering content with a purpose
• Offering colorization, alternate views and more comprehensive content
• RSS, blogs and podcasts – How are people utilizing trends and how should you display this information?
• Building innovative conversion tools that are useful to people
• Streamlining your checkout process to enhance ease of use
• Harnessing your analytic tool to redefine checkout
• Examining the objectives, best practices and plans to achieve your goals and increase usability and the customer experience

Milton Pappas EVP, Corporate Marketing and E-Commerce Redcats USA

A good customer experience can equal customer satisfaction.  So how do you increase the customer experience on your site?  And how can you generate more RPV on the site?  Milton believes that in a time of heightened competition for online retailers, the retailer with the better experience will win the battle.  In this session, he’ll prove why the power is in the customer experience.

• Understanding that the onsite customer experience and initiatives like cross-sell will set you apart from the competition
• Utilizing cross-sell to increase RPV
• Re-assessing your checkout process to curb cart abandonment rates
• Examining merchandising techniques that are new and fresh and improve the customer experience
• Evaluating emerging technology and rich applications to improve the site experience
• Harnessing Word of Mouth and other Web 2.0 tools to keep your visitors engaged and coming back to your site

Join your fellow retailers for one-on-one networking and relationship building in a vendor-free zone!

Conveniently located within the Hilton Washington hotel, join your fellow retail industry executives at this gala event!