Harnessing IoT for personalised customer experiences and

www.theinternetofbusiness.co.uk/retail | [email protected] | +44 (0)20 3841 8333

In collaboration with 20+ industry leaders including:

100% retailer delegation Vendors cannot book as delegates to ensure peer-to-peer networking

15+ hours of networking Including workshops, one-to-one meetings and dinners

21-22 March 2017, DoubleTree by Hilton London Docklands

2nd Annual

Harnessing IoT for personalised customer experiences and product innovation

Current Sponsors Official Organiser and Media Partner Research Partner

Brian McBride Chairman of ASOS and Wiggle (Former CEO of Amazon.co.uk)

Fabrice Khullar Lead Product Owner, Front End Product Experience - Digital and

Technology, Sainsbury’s

David Guest CTO, Specsavers


“Great event and I met an entirely new set of people. We can bring new concepts back to Kroger”

VP of R&D, Kroger (2016 speaker)

“Brilliant speakers, useful experience and it will bring new opportunities in the near future”

Global Retail Director, Telefonica (2016 sponsor)

1 Changing industry: How to gain competitive advantage by moving from selling products to selling services enabled by IoT

2 Customer insights: Improve marketing ROI by using IoT to deepen your customer insights and personalise products and communication

3 More effective operations: How IoT can streamline your internal operations and deliver cost savings

4 Omni-channel experiences: How to use IoT to create seamless experiences that put the customer at the centre

5 Data vs privacy: How to balance the potential uses of customer data with the restrictions around customer privacy

Top 5 challenges to be addressed

2016 Sponsors


Confirmed speakers:

Bart Schutz Member of the

Task Force ‘Internet and Psychology’

European Federation of Psychologists Association

Alex Letts Chief

Unbanking Officer The Unbank of U

David Dobson Senior Industry

Advisor Intel

Jake Morton IT Retail Director

Specsavers

Otto van Harmelen Vice-President

Metro AG

Clare Muscutt, Head of

CX Design, Sainsbury’s

Kash Ghedia

Head of Technology

Dixons Carphone

Richard Burrell VP, EMEA

QVC

Will Beeson Head of

Operations and Innovation

Civilised Bank

Nick Lansley Retail Innovation

Insider Nick Lansley’s Innovation Lab

Jennifer May Global Innovation Lead

Travelex

Giovanni Flore Digital Signage Project

Manager Bennetton Group

Kim Gray Head of

Retail Strategy Heathrow Airport

Alan Bateup Senior Director Digital

Experience McDonalds

Brian McBride Chairman, ASOS and Wiggle, Former CEO,

Amazon.co.uk

David Guest CTO

Specsavers

Christina Eskebaek Business Architecture &

User Adoption IT Burberry

Fabrice Khullar Lead Product Owner, Front

End Product Experience - Digital and Technology

Sainsbury’s

Imran Shafqat Co-Founder

ThingTrax

Aman Gupta Co-Founder

ThingTrax

Saverio Romeo Principal Analyst

Beecham Research

Robin Duke Woolley CEO

Beecham Research

Olena Kaplan Senior Analyst

Beecham Research

Michael Bayler Founder and

Director The Whole Equation

Deborah Wren Head of Agile

Coaching Digital and Technology Sainsbury’s

Richard Summers CEO and Founder

CrowdCat

Mark Lyness UK Manager, Fashion

Retail & Consumer Products

PTC

David Steen Principle Technical

Sales Specialist PTC


2016 Event in numbers85+ Retailer Delegates

30+ Expert Speakers

20+ IoT Case Studies

15+ Hours of Workshops

15+ Hours of One-To-One Meetings

Top 5 reasons to attend in 2017:Network with a 100% retail delegation – vendors cannot book as delegates to enable the highest quality peer-to-peer networking

Be inspired by our start-up showcase – discover innovative ideas and technologies that could give you a competitive edge!

Practical and interactive workshops – tailor discussions to your business needs and gain new ideas from your peers

One-to-one meeting service – the only IoT in manufacturing event to match you with relevant tech companies to help grow your IoT strategy

15+ hours of networking – more than comparable programmes, including workshops, roundtables, drinks and dinners to build all-important business relationships


08:00-08:50 Registration and welcome refreshments

08:50-09:00 Chairman’s opening remarks

Reinventing the customer experience in an age of IoT

09:00-09:30 OPENING KEYNOTE: Digital Pioneers- How ASOS, Amazon and Wiggle have led automation and digital in retail

In this presentation, Brian will discuss how these leading companies have digital as their DNA, how they keep raising the bar and where is big data, machine learning and robotics and automation headed?

Brian McBride, Chairman, ASOS and Wiggle and Former CEO, Amazon.co.uk

Brian McBride Chairman of ASOS, the leading on-line fashion retailer, and Wiggle, the on-line cycling retailer, where he led the recent merger with Chain Reaction Cycles. He is also Senior Non Executive Director at AO.com and is Senior Adviser with Scottish Equity Partners. He is a member of the UK Government’s Digital Advisory Board, which steers the digital delivery of Government services to citizens, and a member of the Court (Governing Body) of the University of Glasgow

Brian was CEO of Amazon.co.uk from 2006 to 2011 having led it through its high growth period. He began his career with Xerox and subsequently worked in senior roles at IBM, Dell Computers and as Managing Director of T-Mobile (UK). He has been a Non Executive Director of Celtic Football Club PLC, Three PLC, and Computacenter PLC and has served as a Non Executive Director on the Board of the BBC and the Advisory Board of Huawei UK.

09:30-10:00 What makes people buy? The potential of IoT to appeal to the emotional aspect of retail

Why do people make purchases out of a ‘desire’ rather than a direct need?

The psychology of buying in retail has always been a contentious topic. Several factors including the ‘power of the brand’ and the in-store experience have all been listed as contributory.

This opening keynote will consider what influences are responsible for the ‘emotional’ buy and crucially how can this be translated across various channels through the use of connected devices.

Bart Schutz, Member of the Task Force ‘Internet and Psychology’, European Federation of Psychologists Association

10:00-10:30 Session reserved for Intel

David Dobson, Senior Industry Advisor, Intel

10:30-11:00 How an IoT Platform Can Provide more Effective Supply Chain Operations

Mark Lyness, UK Manager, Fashion Retail & Consumer Products, PTC

David Steen, Principal Technical Sales Specialist, Retail & Consumer, PTC

11:00-11:30 Networking refreshment break

Conference Day One: Tuesday 21st March 2017


11:30-12:00 Implementing change, transforming business

The Optical market place, which has been a stable bricks and mortar environment for many years is undergoing a number of disruptions caused by the emergence of new technologies in the optical process, greater use of the internet and mobile by customers and the increasing desire from customers to be in control of how and when they interact with the store.

In response to this, Specsavers is extending its customer journey out of their stores, on to customers’ devices and into their homes, using innovative IoT technologies in store and personalising customer interactions.

How are Specsavers responding to this change?

How are they using IoT technology to meet customer needs?

What technology choices did they make to implement this transformation?

What impact are these choices making on it’s core infrastructure and cloud based systems?

This session will address the potential disruptions, the journey and the technology choices they made to implement IoT systems as well as the opportunities they offer.

David Guest, CTO, Specsavers

Jake Morton, IT Retail Director, Specsavers

Stream AEvolving your business model in an age of IoT

Stream BChanging shopper behaviour at the shelf

12:00-12:30 Why is having an agile business so important and how is this achieved?Being ‘agile’ is perhaps the most overused word for digital heads in the retail world. Almost every retailer in the world is trying to create an agile business with adaptable technology. But why is this so important? And, how do you do it? This session will look to unravel some of the misconceptions and provide a step by step approach to creating and maintaining an agile business:

- How to avoid implementing technologies that are out of date

- React! Be at the forefront of change and update depending on daily changes e.g. the weather

- What is needed – a revolution or an evolution?

- How to avoid falling behind the competition

Fabrice Khullar, Lead Product Owner, Front End Product Experience- Digital and Technology, Sainsbury’s

Session reserved for CrowdCat

Richard Summers, CEO and Co-Founder, CrowdCat


12:30-13:10 One-to-one business meetings

Network with tech innovators that address your current priorities in these pre-arranged and mutually agreed meetings. A valuable platform for educating yourself on the latest technology and making informed decisions for your IoT strategy.

WORKSHOP: Describing Products in the Digital World: Why you’ve done it wrong and how to fix it!

In this workshop, Nick Lansley will reveal to you the poor quality state of product data on the retail web, which is just not fit for purpose in the new world of semantic searching.

The trouble? Search engines and your own on-site search service just can’t be sure what it is you’ve written about each of the products on your retail web site.

The good news is that there is a new global open data standard launched. This has been authored by a group of retailers, managed by the global retail standards body GS1, and endorsed by the search engine companies. It will help them to understand your product dramatically better than today. If they understand your products better, they will rank higher for relevant searches.

Having attended this workshop, delegates will be able to better utilise search online but also apply to IoT projects going forward. In so doing ensure that they are reaching out to their respective target markets.

Facilitated by: Nick Lansley, Retail Innovation Insider, Nick Lansley’s Innovation Lab

13:10-14:10 Lunch

14:10-14:40 PANEL DISCUSSION: How connected products are enabling better customer interaction and insightJoin this session to hear more about how some of the most successful retailers are getting the most out of employer engagement by including them in plans for innovating in IoT. There is a particular focus on:

- The production phase: Customer designs and input: Fashions example

- The in-store experience: Customer surveys and feedback updates to be mobile friendly

- If brand satisfaction was met online and what the customer would like to see more of

Christina Eskebaek, Business Architecture and User Adoption IT, BurberrySaverio Romeo, Principal Analyst, Beecham ResearchNick Lansley, Retail Innovation Insider, Nick Lansley’s Innovation Lab

Creating immersive and memorable experiences with interactive digital signageWith push notifications seeming to have less and less appeal, in-store retailers are beginning to turn towards applying digital signage within their store.

This case study will offer an honest appraisal of creating digital signage in-store. Examining the following topics:

- How did we get here: Digital signage in a new age of proximity marketing?

- Digital signage and apps: The potential to bridge a gap between the physical and the virtual

- Evaluating the costs of implementing digital signage and how to uphold standards while being scalable

Giovanni Flore, Digital Signage Product Manager, Benetton Group



15:10-16:10 ROUNDTABLE DISCUSSION: Taking the in-store customer experience virtual

These series of roundtables will look to enhance the in-store customer experience by answering the following three questions:

- Table 1: To take advantage of connected devices, how can we move towards WiFi in every store across the country? Led by Robin Duke-Woolley, CEO, Beecham Research and Saverio Romeo, Principal Analyst, Beecham Research

- Table 2: Retail Design Thinking Workshop: Re-imagining Retail Capabilities. Led by Dael Williamson, Global Chief Architect @ BEYONDigital (EMEA & APAC), HCL

- Table 3: How can IoT serve to improve customer loyalty? Led by: Alan Bateup, Senior Director Digital Experience, McDonalds

16:10-17:00 START-UP SHOWCASE: Your chance to identify the next big thing

Start-up companies have an important role to play in driving disruptive innovation that will shape the future of retail. Take this opportunity to gain early insight into new technologies and potentially identify your next investment project.

In this showcase, hear how ThingTrax are developing an innovative factory solution to inspire faster delivery on purchased goods.

Imran Shafqat, Co-Founder, ThingTrax Aman Gupta, Co-Founder, ThingTrax

17:00-17:10 Chairman’s closing remarks

17:10-19:00 Drinks reception

19:00-21:00 Lost at Sea! Networking dinner and IoT Quiz

Internet of Retail invites you to escape London life on the shores of the docklands for a post-conference evening of entertainment. Join your peers for a fun evening of networking over a three-course meal with a river view.

An evening to relax and unwind whilst networking in a fun environment. Your tables will also become your ‘teams’ as we host some games throughout the shipwrecked experience so get your survival tactics at the ready!

The evening is open to all attendees but places are limited so please confirm your attendance for Lost at Sea by emailing [email protected].

If you have any dietary requirements for the dinner, please do let us know in the email.


08:15-08:50 Registration and welcome refreshments

08:50-09:00 Opening remarks from the Chair

IoT: Business models and implementation strategies

09:00-09:30 PANEL DISCUSSION: Disruptive digital business models – From selling products to selling services

Until recently, selling consumer products has been a strictly transactional process. Once the customer takes that product home from the store, the transaction is over. But IoT is disrupting this traditional model of commerce with more and more products becoming “connected products”.

This is not just the domain of the connected home or connected car as IoT is now entering new realms such as connected fashion and smart accessories.

This workshop seeks to make sense of this opportunity for retailers, including:

- Creative differentiation and product innovation

- Deepening the customer-brand relationship

- New revenue streams

- Continuing service after the sale

Panellists include: Richard Burrell, VP, EMEA, QVC Michael Bayler, Author, Promiscuous Customers: Invisible Brands Olena Kaplan, Senior Analyst, Beecham Research

09:30-10:00 Innovative business models: The Civilised Bank Case StudyWill Beeson, Head of Operations and Innovation, Civilised Bank

10:00-10:30 Achieving scalability while maintaining standards

Introducing Innovation and Startups in a corporate environment becomes ‘trendy’ and is a prerequisite for successful future Retail business. One of the main challenge is the integrating of Startups in established organizations.

The easiest part is for top management, by ‘simply’ taking the decision to collaborate or acquire a Startup; by doing so, the corporate shows INNOVATION.

The challenges start when the Startup is incorporated within the organization. Aligning departments, understanding each other business model, accepting company’s cultures and differences in experiences must be overcome to be able boosting both businesses to a success.

This session is about sharing experiences and solutions for Startup and Innovation integration in established organizations. How can Startups take advantage of economies of scale as well as how to open-up Corporates for business innovations.

• Integration Startup – Corporate• How to drive Innovation in Retail, Wholesale and FMCG• Innovations in Retail• Economies of scale by innovations

Otto van Harmelen, Vice President, Metro AG


Conference Day Two: Wednesday 22nd March 2017


Stream AEvolving your business model in an age of IoT

Stream BCustomer engagement in an age of IoT

11:00-11:30 The new face of retail banking: U.

In this session Alex will discussion how U have disrupted the retail banking world through their creation of the first real digital account. Alex will focus on the following points:1. true disruption has yet to be offered

2. credible sustainable business models have yet to emerge

3. marketing and operations have yet to be fully mobilised and stressed

4. technology is largely uproven in heat of battle

Alex Letts, Founder and Chief Unbanking Officer, U.

PANEL DISCUSSION: IoT and the new face of customer service

Would your customer be happy talking to a Chatbot when handling a complaint? Or using Artificial Intelligence software to purchase a luxury good?

Find out how your peers have been using Chatbots and A.I. to its full potential while considering the following pointers:

- Saving on the cost of human capital despite an initial outlay

- Smart infrastructure that allows for scalable implementation

- Having the best user interface: How human is too human?

- Using chatbots and A.I. to detect fraud

Michael Bayler, Author, Promiscuous Customers: Invisible Brands

Saverio Romeo, Principal Analyst, Beecham Research

11:30-12:15 One-to-one business meetings

Network with tech innovators that address your current priorities in these pre-arranged and mutually agreed meetings.

A valuable platform for educating yourself on the latest technology and making informed decisions for your IoT strategy.

WORKSHOP: Measuring your ROI from IoT projects

In recent years, IoT has been investigated by most large retailers. However, the conversation has remained at a superficial level. Objections have arisen from several corners including: negative consumer feedback, internal business concerns and failed projects.

This workshop aims to provide delegates with real-life case studies of IoT projects that have been implemented by retailers. The focus will be to identify tangible ROI’s that can be fed back to senior management to justify further investment in IoT related initiatives.

Facilitated by: Robin Duke-Woolley, CEO, Beecham Research and Saverio Romeo, Principal Analyst, Beecham Research

12:15-13:30 Lunch


13:30-14:00 CASE STUDY: How digital technology is bringing new experiences to the store

- Connecting in-store and online channels to deliver a seamless experience

- Assessing digital tools that enable staff to deliver great service based on insights and data

- Exploring how to improve measurement in the store in real-time using ‘physical cookies’

Kash Ghedia, Head of Technology, Dixon Carphone

14:00-14:30 How to break down barriers between channels and teams, to ‘join the dots’ for customers using experience design

The Head of Customer Experience Design at the UK’s second largest retailer, Sainsbury’s Clare Muscutt, joins us to outline the importance of customer experience design in an ever changing Omni channel world, and the common pitfalls businesses make.

Muscutt will share how great design can not only be used to create a distinctive brand experience based on customer needs, but also drive business decision making. She says the key questions organisations need to ask themselves are: What do we want to be for our customers in 3-5 years’ time? And are we really focussing on the right stuff to get us there?

Muscutt will outline how by designing the touch points in the customer experience, incorporating communications, commerce and customer service and aligning cross functional teams around a customer vision, businesses like Sainsbury’s are achieving their ambition to be a place the ‘most trusted retailer, where people love to work and shop’.

For a multi-product multi-channel retailer like Sainsbury’s, this means the ambition of consistently delivering a target experience at scale; to 25 million customers, through 160,000 colleagues, across 1000 stores, 3 contact centres, 2 websites, 6 apps and thousands of collections and home deliveries every single week.

Muscutt is an award winning, creative customer experience leader with extensive experience in omnichannel customer experience strategy, design and delivery within FTSE 100 organisations.

Clare Muscutt, Head of CX Design, Sainsbury’s

14:30-14:45 Chairman’s closing remarks

14:45 End of conference


Why sponsor Internet of Retail?2016 Sponsors:

What last year’s sponsors said:

“The names of retailers attracted us to participate. It gave us direct contacts in the industry and allowed us to explain how IoT can help in daily operations” – EMEA Head of Solution Sales, Dell

Brilliant speakers, useful experience and it will bring new opportunities in the near future – Global Retail Director, Telefonica

“It was perfect for networking and exchanging thoughts. Speaking to the retailers was really useful so that we know what they want. All the parties here have something to say and have questions. If you were not here, you missed out because it’s a unique opportunity – CMO, URconnected

By becoming a solution provider partner at the Internet of Retail you can benefit from…

• One-to-one meetings: take part in pre-scheduled meetings, involving pre-event contact with leading retailers who are looking to invest in new IoT solutions

• Speaking opportunities: Roundtable and keynote sessions to present solutions to the most pressing issues and examples of case studies to a motivated audience of retailers.

• Networking: showcase your expertise and experience during a variety of networking receptions with senior figures from retail organisations

• Cost and time efficiency: spend two days meeting decision makers for IoT investment

• Webinars: Increase the impact of your event sponsorship or engage the market through digital means

Because we pre-qualify all our delegates you will receive information on:

• delegate responsibilities

• budgets plus current and future initiatives

• timeframes for investments

• specific products and services that each delegate is interested in

For more information on solution provider opportunities, please e-mail [email protected] or call +44 (0)20 3841 8333.

mailto:[email protected]


Register your place today

To book, simply:Register online: www.theinternetofbusiness.co.uk/retail

Email: [email protected]

Call: +44 (0)20 3841 8333

Venue The Internet of Retail2017 will be taking place at DoubleTree by Hilton London Docklands, London, UK. Vinelake have secured preferential rates for your stay at the hotel.

The Internet of Retail 2017

DoubleTree by Hilton London Docklands

265 Rotherhithe Street

London, SE16, 5HW

T +44 (0) 207 231 1001

Located along the River Thames with stunning views of Canary Wharf – perfect for travellers looking to make the most out of London. This former 17th century Wharf Building boasts exposed brickwork and London’s last dry dock for shipbuilding. The hotel’s complimentary ferry provides access to Canary Wharf and a connection to the Thames Clippers for an unforgettable voyage into central London. The nearby Underground station and Docklands Light Railway also offer links to the city.

Pricing

Early Bird 1 (book by 10th January) £699 (save £600)

Early Bird 2 (book by 21st February) £899 (save £400)

Full Price £1299

http://www.theinternetofbusiness.co.uk/retail

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Harnessing IoT for personalised customer experiences and