BT Expedite & Fresca Client Conference 2012

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This year, as well as retailer-run sessions, we’ll also have four user group forums and a demo showcase. We've included something for everyone, whether your business area is IT, merchandising, store, operations, e-commerce or marketing.

We have three streams of break-out sessions helping you to Engage, Supply & Transact with your customers. Detailed descriptions of each session are included below to help you plan your time at the conference most effectively, although please be aware that the sessions may be liable to change.

Dont forget to visit the bigger than ever Demo Showcase, a dedicated area where you can actually try-out our latest retail technology, solutions and releases before anyone else!

Client Conference - Wednesday 16th May

10:00-11:00 Arrival, registration and demonstration showcase

Register for the event and visit our technology showcase giving you an early opportunity to see – and get your hands on – some of the latest retail technology.

11:00-12:30 Welcome, Keynote and Product Roadmaps

Welcome address, Geoff Barraclough, Director Strategy, Marketing & Propositions, BT Expedite

Latest consumer and technology trends with implications for retailing, Geoffrey Barraclough, Director, Strategy & Marketing, BT Expedite

Current and future product developments, Steve Thomas, CTO, BT Expedite and Jason Shorrock, Business Development Director, BT Fresca

12:30-17:30 Breakout sessions

We are running three breakout streams: Engage, Supply and Transact each stream containing 4 sessions. Each session within a stream is 45 minutes and they run simultaneously so you can choose to attend whichever session or stream suits you best.

See a few of the Breakout sessions currently running on the day below; keep checking back for new sessions:

A stream of sessions helping you to best engage with your customers, build a relationship and keep them coming back.

12:30 - 13:15 Assisted Omnichannel Service:  How mobile is bringing together ‘clicks & bricks’ to deliver the ultimate customer experience

Charleen Benson, Director of Consulting services, BT Expedite
Ish Patel, Group Omni-Channel Director, Aurora Fashions

Find out how integrated multichannel mobile solutions can enhance the customer experience, improve sales and boost staff productivity.

14:45 - 15:30 Ramping up bricks and clicks - how going online can help you compete in today's highly competitive world

Ben Morrison, Head of Web Development, BT Fresca
David Kohn, Head of Multichannel, Snow+Rock Group

How does a small to medium retailer compete in today's highly competitive world? Where competitors are larger and more powerful.  Rather than focus on the things we can’t win, David explains that we should be focusing on our assets and advantages to strive in today's evolving marketplace.

15:35 - 16:20 Cole Haan Clienteling & Karen Millen Loyalty

Tanya Bowen, Head of CRM and Loyalty, BT Expedite
John Kennedy, Head of Business Systems, Cole Haan
Nadine Sharara, Head of eCommerce, Thomas Pink

At this session, get a sneak peak of the CRM Focus day presentations where Cole Haan and Karen Millen provide a 15 minute overview each of their key programmes this year. Cole Haan present their Clienteling initiative and Karen Millen talk us through how they launched their Loyalty programme. See the full sessions on Thursday


16:45 - 17:30 Thomas Pink Single Customer View & Liberty Dashboards

Tanya Bowen, Head of CRM and Loyalty, BT Expedite
Roberta Travagin, Head of Global Marketing, Karen Millen
Jenni Cumming, Head of CRM, Liberty Plc

At this session, get a sneak peak of the CRM Focus day sessions where Thomas Pink Ecommerce speaks about Single Customer View and Liberty highlight the importance of company-wide dashboards for sharing Customer Insight. See the full sessions on Thursday.

A stream of sessions to help you get everything in the right place at the right time for the right people.

12:30 - 13:15 The changing role of the Merchandiser

Robin Coles, Director of Supply Chain consulting, BT Expedite
Clare Watson, Retail Consultant, BT Expedite
Anna Hogan, Senior Merchandiser, Monsoon Accessorize Ltd
Susan Elliot, IT Analyst, Monsoon Accessorize Ltd

In this session we examine the role of the merchandiser, focussing on its evolution and the challenges the future may bring. In the beginning the merchandiser faced a relatively uniform environment, namely a group of  brick and mortar stores in a single country. As today’s internet fuelled, collaborative world has evolved, they are expected to deal with multiple partners, across multiple channels in multiple territories, balancing inventory demand accordingly.

We will examine how the role has evolved to meet this challenges and what does the future hold.

14:45 - 15:30 Inventory availability and fulfilment in today’s multi-channel world

Robin Coles, Director of Supply Chain consulting, BT Expedite
Robin Tuft, Business analyst, Blacks Leisure Group
Guy Tambling, IT & E-commerce manager, Phase Eight

To remain competitive in an increasingly dynamic business environment, you have to meet the service expectations of your customers – first time, every time. To do this, you need to integrate the different parts of your supply chain and be able to manage inventory across multiple channels.

15:35 - 16:20 Store and Web made easy - Give your customers what they want, when they want it

Jason Shorrock, Multichannel specialist, BT Fresca
David Devany, Head of Multichannel, JJB Sports Plc

Shoppers are more mobile, technologically-aware and product-savvy than ever before. They expect a seamless, consistent experience whatever channel they choose – which means you need a joined up system behind the scenes. Integrated Store gives you a level of flexibility and cross-channel integration that will attract customers, exceed their expectations and keep them coming back.

16:45 - 17:30 Retail Cloud 2.0

Steve Thomas, Chief Technology Officer, BT Expedite
Brian Scott, Business Systems Director, Pets at Home

How the fast moving world of cloud computing is influencing BT’s thought leadership,  product roadmaps and service models, the result being a radically new approach to implementing and running complex multi-channel retail systems


A stream of sessions helping you to transact with your customers at the time and in the ways that they want, maximising your customer transactions.

12:30 - 13:15 Payment Card Industry (PCI) Roundtable

Kevin Burns, Solution Architect,  BT Expedite

Join Kevin Burns, our PCI Expert for an update and discussion on all things PCI and Payments related, where you can share your thoughts and experiences with other retailers facing the challenges, trials and tribulations of PCI DSS. You should pick up some insights into the current trends and issues around PCI DSS and Payments and hopefully you'll get some tips on how to address your own current challenges.

14:45 - 15:30 Retail Neworks are Evolving – What’s the Latest?

Lee Wakefield, Head of Network services, BT Expedite
David Postle, Head of IT, Barratts Trading Limited

During this session we will cover what major changes to the UK Business Broadband service are taking place, IPStream Withdrawal of service,  BT Infinity High Speed Broadband Rollout and how widespread it is. As well as 3G backup, does it work?

15:35 - 16:20 Investing in technology while keeping your finance director happy

Geoffrey Barraclough, Director, Strategy & Marketing, BT Expedite
Retailer panel

From Google Goggles to Facebook Widgets, which are the technologies that will make money for retailers this year? Join Geoffrey Barraclough and a panel of retailers as they give thumbs up or thumbs down to the latest ideas.

16:45 - 17:30 It's time to checkout and about: The Future of mobile payments

Kevin Burns, Solution Architect, BT Expedite
Steve Thomas, Chief Technology Officer, BT Expedite
Robert Harper, Head of Retail Services EMEA, PayPal
Steve Rothwell, CEO, Eagle Eye

eWallets, SmartPhones, wifi in store, NFC, location based offers  - how technology advances and multi-channel retailing are driving a step change in in-store payments  and how this is influencing BT’s multi-channel roadmap.


18:30 Pre-dinner drinks and canapés

19:30 Annual conference dinner, after dinner speaker Kriss Akabusi and evening entertainment

Join us in the evening for a three course meal and hear from our after dinner speaker, Kriss Akabusi, one of the UK's best known athlete's, followed by an opportunity to let your hair down with a live DJ. Or if you prefer, you can continue the day's debate with the BT team and your fellow retailers.

User Group Forums - Thursday 17th May

Our user groups provide an open forum for specific product users to discuss, feedback and comment on the products, services and solutions BT provides. Our product teams hope to meet and work with as many of you as possible so that, together, we deliver the best future solutions for your business. User groups are an important part of this process to cover current issues and capture aspirations for future releases.

09:30-14:30 Customer Relationship Management (CRM) & Loyalty user group

Tanya Bowen, Head of CRM & Loyalty, BT Expedite

Jenni Cumming, Head of CRM, Liberty plc
John Kennedy, Head of Business Systems, Cole Haan
Nadine Sharara, Head of eCommerce, Thomas Pink
Roberta Travagin, Head of Global Marketing, Karen Millen

We’ll review best practice for maximising revenue from your current customer relationships by focusing on Customer programmes that 4 leading retailers are pursuing this year. All 4 retailers will be expanding on their sneak peak presentations from the Wednesday and providing more background information to their strategies and execution, with more time for questions from the audience and best practice exchanges. Karen Millen will be reviewing in full the introduction and pilot of their Loyalty programme. Liberty will provide further examples of real Dashboards that make a difference when sharing a common view of the customer across the business. Cole Haan will be presenting the importance of Clienteling to their business – the steps to putting such a programme in place and will be presenting their Clienteling tool and business processes introduced. Thomas Pink will detail the Single Customer View execution and the impact to customer, company and brand. Come and join us for a great session on CRM, Clienteling and Loyalty.


10:00-12:00 E-commerce user group

Jonathan Bowen, Head of Client Services, BT Fresca

We’ll be showing off the first releases on the FrescaCommerce next generation platform – Fresca Ratings & Reviews and Fresca Recommendations – and previewing upcoming features. As ever, there will be lots of time for questions and discussion and feedback on the platform roadmap.

10:00-12:00 Supply Chain user group

Robin Coles, Director of Supply Chain Consulting, BT Expedite

Leonard Litwin, Senior Project Director, Momentis

Catch up with the progress of our investment program, seeing what we have delivered in Mercatus V6 and what is planned for 2012. You'll have a chance to discuss where we go next and help us determine the program for 2013.

12:30-14:30 Store Systems user group

Charleen Benson, Director of Consulting services, BT Expedite
Steve Thomas, Chief Technology Officer, BT Expedite

Join the Store team and fellow users to hear the Store 6, mobile, Epicor and technical roadmaps including Virtual Data Centre implementation.

Demo Showcase

This year the Showcase is bigger than ever, a dedicated area where you can actually try-out our latest retail technology, solutions and releases before anyone else!

Drawing on one of the biggest Research and Development centres in the world, we'll be showcasing:

Give each and every customer the VIP treatment with Clienteling: See how customer data at your fingertips can significantly enhance your understanding of your customers and the service they want.

Checkout and about: mobile point of sale (POS) iPad: Smart handheld devices and in-store wi-fi can go way beyond simple queue busting, to support a whole new world of opportunity through assisted selling.

Gain new customers and drive sales with social commerce: Following the re-launch of a mobile optimised website, Lyle & Scott’s customers can now buy through Facebook, without leaving the site.

FrescaCommerce platform, including international sites: International expansion without the hassle of multiple platforms to manage. Find out how FrescaCommerce can help you reach new global markets.

Wireless infrastructure and device management: Easy to deploy, wireless LANs – combined with good network management - can link people with applications, data and colleagues.

Data networks for retailers: See the Solarwinds management portal, showing the real-time status of stores and analysis of router and broadband performance.

Merchandising/Customer Order Management: Get visibility of your supply chain, including incoming orders, warehouse and store stock, together with customer order reservations.

and many more..


What’s included and costs

All breakout sessions, demos, user groups, meals, refreshments and entertainment – including the Annual Conference Dinner – are included with our compliments and there for are free of charge.

If you’re planning on staying over, we've negotiated a special B&B rate of £100 with Stratford Manor for you, which you will need to settle when you check out. Numbers are limited so you'll need to move fast to secure a place.

We reserve the right to decline a registration request if you're not a retailer or if we don't think you'll benefit from the event.


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