eTail Connect Spring 2021

24 - 25 February, 2021

Online (GMT)

DAY 2 – Thursday 25 February 2021

All times in GMT

9:00 am - 9:10 am Chairperson’s Opening Remarks


9:10 am - 9:40 am OPENING KEYNOTE: What are the roots of digital transformation delusion and how can you take a programmatic approach to overcome it?

Paul Prior, Head of Digital Innovation at THREE

Paul Prior

Head of Digital Innovation

9:40 am - 10:10 am INTERVIEW: How can you use personalisation to better reward your customers and make them a loyal advocate of your brand?

  •   What are the best ways to use personalisation to retarget customers based on their propensity to buy?
  •  How can you use social media and ‘new’ technologies to better understand your customer and personalise your offerings?
  •   How to develop capability that allows for mass personalisation at scale
  •  How can you automate personalisation to let you genuinely scale up?
  •   What teams do you need to develop internally to create personalised content and value for each customer?
  •   How to think about the customer across the whole business, not just one brand, to drive more sales and enhance customer experience
Angus Jenkins, Head of eCommerce at Figleaves

Angus Jenkins

Head of eCommerce

Alice Hawcroft, Group Client Director, Ecommerce at Argos Media

Alice Hawcroft

Group Client Director, Ecommerce
Argos Media

10:10 am - 10:30 am KEYNOTE: How e-commerce tech innovations are changing the online shopping landscape and how you can best leverage them to create personal experiences for each of your customers

In this talk, Constantine will examine the state of e-Сommerce in 2020 — an industry that goes through innovation-powered customer-experience revolution. Advancements in predictive shopping, invisible, mobile & biometric payments, 2 hours delivery (same-day delivery is so 2019) and much more, confidently constitutes the golden age of online shopping.

Constantine Gavrykov, Global UX/CX Director at INTERSPORT

Constantine Gavrykov

Global UX/CX Director

10:30 am - 10:50 am Following the session you will then break into a small group online roundtable for further discussion on the topic

10:50 am - 11:05 am Speed Networking (ONLY for Retailers) Network with your peers on camera over Zoom meeting in this fast-paced speed networking session – share your top priorities for e-commerce development and make new connections!


11:05 am - 11:30 am GUEST SPEAKER: Winning the CX Race with data as your driver: Learn how Formula One quickly adapted to changing customer expectations post the pandemic to boost customer experience

Gregory Morris, Senior Brand Research Manager at Formula One

Gregory Morris

Senior Brand Research Manager
Formula One

11:30 am - 11:50 am KEYNOTE: Queryclick

11:50 am - 12:10 pm KEYNOTE: How to reinvent your eCommerce model to better meet changing customer expectations following the pandemic and grow your business

  •  How to radically rethink your online business and understand what your customers want and expect from you
  •  How to create the right organisational set up that promotes collaboration across departments and drives eCommerce success
  •  Carving out time and resources for innovation and agility to compete in this new reality of eCommerce
  •  How to focus resources on eCommerce whilst still driving physical retail activity
Debbie Bond, Chief Commercial Officer at Lovehoney

Debbie Bond

Chief Commercial Officer

12:10 pm - 12:30 pm CASE STUDY: How to leverage personalisation to lead the “Thoughtful Marketing” movement that became a viral sensation creating a community of forward thinking marketing pioneers

Marisa Thomas, Head of Brand at EVERPRESS

Marisa Thomas

Head of Brand

12:30 pm - 1:15 pm LUNCH BREAK

12:30 pm - 1:15 pm Private business meetings for you to benchmark solution providers

1:15 pm - 1:45 pm INDUSTRY CHAT: Assessing the future of offline vs online worlds: How will stores become a more integral part of your multi-channel strategy post Covid to better serve your customers?

Stephen Langford, Director of eCommerce at Marks and Spencer

Stephen Langford

Director of eCommerce
Marks and Spencer

Kirsten Groves, Head of Digital Experience and Web Proposition at Kingfisher

Kirsten Groves

Head of Digital Experience and Web Proposition


Benchmark with your peers on the latest digital strategies and solutions being leveraged to discover which are delivering the best results and should be factored in your future plans

1:45 pm - 2:15 pm Table 1: How to use innovative technologies to increase your speed of testing and enhance your business agility to keep up with fast evolving e-commerce trends

Duncan Rutherford, Head of eCommerce at BT Shop

Duncan Rutherford

Head of eCommerce
BT Shop

1:45 pm - 2:15 pm Table 2: How to use conversational commerce to connect with your customers at all stages of their journey and deliver a seamless customer experience

Martyn Dawson, Senior UX Designer at

Martyn Dawson

Senior UX Designer

Katie Connor, CX Product Manager at

Katie Connor

CX Product Manager

2:15 pm - 2:45 pm Private business meetings for you to benchmark solution providers

End of eTail Connect – See you soon!