BACK TO REALITY: Digital customers and the store experience
30 September 2015
30 September 2015
This year it was all about the customer and how the shopping experience is once again taking centre stage. We had retailer-led sessions in three streams covering the back office, the shopfloor and the digital world as well as keynote presentations including research body Ovum, revealing exclusive research on IT investment, and WIRED editor David Rowan who set out the top 10 ways new consumer tech is likely to impact retail.
BT for Retail Summit event highlights
This year our annual BT for Retail event moved to the capital as we packed 13 retail speakers, 9 breakouts, 15 Demos and 1 futurologist into one retail technology filled day.
We are BT's Retail Specialists
We enable better customer engagement, drive operational efficiency and support scalable growth by providing innovative, proven technology and business solutions for retailers
BT & thomas Pink working together
Our award-winning solutions are behind some of the world’s largest and most successful retail organisations.
Didn’t manage to make the BT for Retail summit? But still interested in seeing what we can do for you? Book a tour of the BT Centre Demo showcase in London, open through-out they year packed full of retail technology and solutions. Book now >
Want to find out more about what happened at the Summit?
Qasim Ali, Director of Group IT Services, has been part of Carphone Warehouse for over 10 years, joining as a Systems Administrator and working his way up the organisation to his current position where he now has accountability for IT Services across Carphone, Dixons and ConnectedWorldServices. Remaining focused on ensuring the Customer receives the best possible experience is fundamental to success and PinPoint performance is a great example of this.
Ashley is an experienced payments professional with a wealth of experience in working in both card present and card not present technology. Although Ashley has a multi-channel payment skill set, his expertise leverages itself to the card present side of payments. Ashley has a broad and detailed knowledge and experience with both national and international EMV deployments in both the retail and hospitality space.
Able to draw on over 15 years’ retail technology experience, Jonathan specialises in helping retailers develop their digital strategies. As an independent consultant he focuses on three key areas: e-commerce, data analytics and integration, and is currently bringing his expertise into play as the Head of IT at Mint Velvet.
Tanya Bowen has worked with more than 75 retailers in the UK and North America over the past 15 years, focusing on CRM return on investment and customer appreciation. Today, Tanya spends much of her time working with retailers to develop tailored and overarching CRM programmes that mirror each retailer's business strategy. Retail-specific CRM technology is a critical first step to ensuring early and consistent CRM programme success. However, Tanya and her team are strong advocates of people skills and believe no amount of technology can substitute for a solid CRM programme and the desire to execute it – whether you are the CEO, a sales associate at the store, or an e-commerce marketing manager.
Mark has been working with retail solutions and technology for over ten years delivering and designing solutions ranging from traditional POS to cutting-edge innovation in store. Working with a wide range of BT Expedite’s customers, Mark is passionate about ensuring the underlying retail systems can be used to deliver new customer experiences and introduce new technology to give competitive advantage.
With 15 years’ experience in luxury marketing and PR, Alex can draw on a wide range of skills including brand building, CRM strategy and execution, RFMX analysis and acquisition, retention and loyalty campaigns. Building on PR experience with brands such as Jaguar, Moet et Chandon, Dom Perignon and Hennessy, Alex is currently focused on launching Thomas Pink in new markets, helping to achieve immediate brand awareness and correct positioning.
As the Web Manager of the Great Little Trading Company (GLTC), George works on continually improving user experience and conversion across all levels of the website and email channel. George monitors and analyses the website’s user behaviour using Google Analytics. This and the combination of understanding customer psychology has influenced many of the new and upcoming changes to the GLTC website and email. George manages the website merchandising, integration of new website features, SEO and ECRM strategy along with the Marketing Team. Prior to GLTC, George worked for WorldStores and Bid TV.
Darran has 17 years distance shopping experience working across a range of departments including IT, Marketing and e-commerce. After 10 years with the home shopping giant N Brown Group PLC Darran helped start up GetTheLabel.com. Now in its 7th year of trading Darran heads up e-commerce but is also closely involved with IT, Marketing, CRM and Logistics.
Mike recently joined BT from Marks & Spencer where, as principal technical architect, he drew on a wealth of experience across the whole gamut of technology to help define the retailer’s overarching technical strategy. With a passion for getting value from technology, regardless of where it sits in the retail process, Mike has eye on everything from core infrastructure elements to retail theatre innovation. He’s also a firm believer in the importance of data quality and using technology to provide business process transparency – all underpinned by an understanding of the power of technology to transform the way we live, work and shop.
David Kohn is Multichannel Director for Snow+Rock Group. Comprising three fascias – Snow+Rock, Cycle Surgery and Runners Need – the Group is the UK’s leading specialist multichannel retailer for wintersports and other outdoor pursuits. Snow+Rock’s e-commerce business has grown rapidly in the past 2-3 years and continues to be a central plank of its strategy looking forward. David has previously held Board-level commercial roles at retailers including WHSmith, Blacks Leisure Group and Waterstones. A keen cyclist, he is currently enjoying his fully carbon, Orbea Orca B105, available exclusively from Cycle Surgery.
A media spokesman and innovator since the early days of the internet, Shiran has devised and launched over fifty products as both a serial entrepreneur, and as a senior executive for two of the UK’s best known brands, Virgin & Reuters. Shiran was the publisher of the UK’s bestselling Internet Shoppers’ Guides series and also instrumental in the setup of IDIS, the industry’s good practice charter for internet shopping delivery, which was based on an award-winning initiative he launched for Virgin that helped over 12,000 businesses trade online.
Rich joined BT in 2003 as a Corporate Development Manager. Rich began his career training as a Chartered Accountant with KPMG in Melbourne, Adelaide and Chicago working in Audit, Advisory, Transaction Services & within large scale privatisation projects. Rich has undertaken several roles in Corporate Development and Finance, including as Finance Director of BT Vision. In 2008, Rich was appointed CEO of BT’s retail solutions businesses BT Expedite & Fresca. In 2011, Rich led the expansion plans for BT’s global conferencing business into Asia Pacific & Latin America. During 2012-13 Rich led the successful turnaround of BT Business Direct and Dabs.com.
Dr Nicola Millard is a customer experience futurologist with BT. Despite working for a technology company, Nicola isn’t actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is currently broken). Scarily, Nicola has now worked for BT for 20 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting.
Surya Mukherjee is a senior analyst, responsible for Ovum’s analysis of enterprises’ business intelligence technology investment priorities, market forecast models, and product and vendor evaluations, including assessments of technology providers who serve the retail sector. Based in London, he is a thought leader and keynote speaker at several global events and is also responsible for the delivery of research-based consulting projects. Surya's spectrum of work involves writing assessments and points of view on industry and vendors, publishing competitor analyses, and developing market forecast models.
Jonathan has 15 years experience in the payment industry . During his time at Sage Pay (formerly Integral), he has had a wide range of responsibilities from software development to running the operational side of the business. As Head of Operations, Jonathan oversaw a ten fold increase in transaction volume processed through the payment gateway, coupled with improvements in availability. As part of this role, Jonathan created new customer service and logistics functions and lead the evolution of the operations and live services teams. Latterly he was instrumental in the migration of these functions into their natural homes within the Sage Pay organisational structure. Jonathan is currently focused on delivering key business objectives, including the delivery of a standard P2PE certified solution.
Kathy Quashie is the new chief executive officer of BT Expedite, BT’s omni-channel retail business. Previously Kathy was Director of BT Group’s revenue assurance function from August 2012, after two years leading its Retail revenue assurance team. Before joining BT Kathy held numerous senior management roles in the The Royal Bank, T-Mobile, Carphone Warehouse and TalkTalk Group. Kathy holds an MBA from Herriot Watt University and is a Six Sigma Black belt. Kathy is a very passionate, creative and driven individual with a focus on delivering results, as well as initiating transformational change in the businesses she has worked. She believes one of the keys things when taking any role is to understand what you can bring to the table and how you can make a real difference to a business, its customers and key stakeholders. Her approach and achievements were recognised in 2009, when Kathy was listed in the Global Telecoms Forty under 40 top executives to watch. (http://www.globaltelecomsbusiness.com/Article/2239418/Forty-under-Forty.html) Kathy’s passion also extends to the outdoors, enjoying skiing in the Alps, and sailing and diving the warmer oceans of the world in her free time. She believes that great leaders are great examples, so it’s important to lead by example. Kathy is married and lives in London.
Simon joined FatFace in 2013 as Sourcing & Supply Chain Director and on 1st June 2015, was appointed as Infrastructure Director responsible for Supply Chain & IT. Prior to joining FatFace Simon held executive roles at British Airways, Supply Chain Director at Marks and Spencer and more recently Executive Director in The Just Group Australia.
Ian Rawlins is the Chief Strategy Officer for Aptos Inc. In this role Ian has responsibility for market and product strategy, solution management including product management and solution consulting, strategic alliances and mergers and acquisitions. Ian has had a long career in the retail technology industry and has been involved in the design and delivery of advanced retail solutions to many of the largest retailers in the world. Ian founded Triversity Inc. in 1990, and at the time of SAP’s acquisition of the company in 2005, Triversity was the world’s largest independent software vendor of advanced customer transaction solutions. At Aptos Ian has been focused on growing the Aptos retail product portfolio, enabling the company to deliver the industry’s leading singular commerce platform.
Fran Riseley has been consulting and training retailers and their vendors for over 20 years at Martec International. She runs Martec’s research and marketing projects. These include the Multi-Channel Retailing report, the IT in Retail report on the systems used and investment priorities of the leading 150 UK retailers and the Retail Fraud survey.
Emma has 16 years Retail Experience working at BT Expedite. Emma is an experienced Product Manager and previously Business Analyst who has worked on a number of award winning EPOS and Multi-Channel Programs. She enjoys nothing more than engaging with her customers and progressing new ideas and innovations
David Rowan is editor of WIRED magazine's UK edition, which won 2009 Launch of the Year at the British Society of Magazine Editors Awards. His knowledge and understanding of trends in the world of consumer behavior, the digital era, social commerce and media has allowed him to become one of the most sought after corporate speakers on the circuit. He moderated David Cameron's G8 Innovation Summit. Previously he wrote the monthly Digital Life column in GQ magazine; the Tech Traveller column in Conde Nast Traveller, and tech and trend-watching columns for The Times. Trained at The Times, David edited The Guardian's op-ed, education, analysis and Saturday features sections. In 2006 he was brought in as editor to modernise The Jewish Chronicle.
Ben is Director of Solution Consulting at Amplience. With 20 years experience in IT, much of it in eCommerce, Ben has spent the last 8 years specialising in Dynamic Media, Interactive Merchandising and Conversion Optimisation. The AmplienceOne platform connects content to commerce by bringing marketing and ecommerce teams together to create inspirational online experiences that increase engagement and conversions across multiple channels. Ben is also a Code Club volunteer, co-organiser of the ’NE Dev' developer meet-up, and author of ‘Practical Responsive Images’, he is an advocate for 'sharing what you learn’ and loves helping people to get the most from today’s technologies.
Angela is an experienced Programme Manager across all areas of the Retail industry and has implemented, designed and delivered solutions around POS, HR, CRM, Loyalty, Apps, Audit, Payments and Loss Prevention. Angela currently works as senior project manager at Brown Thomas a chain of Ireland's most beautiful lifestyle stores, home to an unparalleled range of designer brands.
With over 20 years’ experience in IT & e-commerce, Guy has spent the last 14 years developing strategy and solutions covering all aspects of technology & e-commerce to ensure multi-channel growth within the UK and overseas for Phase Eight – a highly successful international womenswear brand owned by leading South African retail group TFG since January 2015. In his time with Phase Eight Guy has enjoyed working through a number of MBOs and is passionate about continual evolution of technology to improve the customer proposition and add value to the enterprise.