Customer Week 2020 Banner

 

Overview

A state of the nation summary of online retail in 2020, giving you actionable insight to improve your online customer experience and reveal opportunities for growth.

Data Week 2020 is a review of IMRG’s most valuable data and insight, giving you unique insight to drive growth during the busiest quarter for online retailers.  

As we emerge from lockdown, Data Week will give you the clearest view of customer behaviour leading in to the peak periods, a view which is critical in aligning your proposition to the ‘new normal’ for shoppers.

Delivered to you through seven sessions split across four days, this programme has been carefully designed to help you accelerate your growth online. Attend Data Week and immerse yourself in a year’s worth of IMRG data and insight; gathered through what’s been one of the most traumatic times for our generation, and the most disruptive time for online retail ever.

This state of retail summary will help you identify best practice and reveal growth opportunities across the entire spectrum of online conversion optimisation. You’ll gain the knowledge and insight needed to ensure you are able to adapt to the drastic changes we’ve experienced this year.

All Data Week webinars will take place from 11:00 till 12:00 or 14:00 - 15:00. See the Agenda below:

Keynote Speakers

  • Sarah Edwards

    Sarah Edwards

    Operations and Commercial Director | Aspiga

    Sarah currently works with Aspiga an online premium Beachwear Brand in a new Director role to support the Founder and Creative Director to grow the business with responsibility for Operations and Commercial planning. Sarah also runs various Buying and Merchandise skills courses affiliated with Insight Strategy and the University of Westminster; clients have included ASOS, Hobbs, Boden, Misguided and Coast.

  • Jennifer North

    Jennifer North

    Head of Digital Experience | Hobbycraft

    Jenny has been working in Digital for over 20 years, heading up customer experience across brands such as Farrow & Ball, B&Q and Hobbycraft. She is mostly found trying to stay up to date with the latest algorithms is to merchandise a web site so that her team can engage in man vs machine.

  • Jennifer Tully

    Jennifer Tully

    Head of Ecommerce | Sunuva

  • Fabien Le Houezec

    Fabien Le Houezec

    Ecommerce & Web Analytics Manager | Wilko

  • Mike Durbridge

    Mike Durbridge

    CEO | Andrew Martin

    Mike Durbridge is the CEO of Andrew Martin International, an interior design specialist offering a wide range of fabrics, wallpapers, furniture and home accessories for tastemakers in search of individual interiors with a twist. Prior to leading Andrew Martin International, Mike held senior positions at Kingfisher and B&Q. Mike also spent four years leading the Retail, Online and Contact Centre channels at Vodafone UK, creating the first multichannel operation for Vodafone globally.

    Mike has had a variety of marketing, sales, commercial and operational leadership roles in telecom, financial services and mail order businesses over the course of his 20 year career and is a strong believer that the key to commercial success for modern retailing is to ensure that customers, enabled by choice, simplicity and consistency, are placed at the heart of any business.

  • Andy Mulcahy

    Andy Mulcahy

    Strategy and Insight Director | IMRG


    Andy has worked at the heart of the online retail industry since 2010 – researching and producing reports on trends and developments affecting the sector.

    During that time, Andy has developed strong knowledge in multiple areas of online retail, with particular expertise in Black Friday. Andy will reveal the latest data and trends we have been tracking in our sales index.

  • Matthew Walsh

    Matthew Walsh

    Director of Data and Retail | IMRG


    Matthew is responsible for all of the data and market reporting that IMRG publish. He produces the IMRG CapGemini Retail Index which is the largest and longest running eCommerce benchmark in the UK.

    Matthew also regularly provides data presentations to our retail members explaining the latest trends in ecommerce. Matthew is the first point of contact for our retail members.

    He has valuable retail experience having worked as an analyst for a top UK retailer and at one the largest online marketplaces in the world.

Click here to register

 

Agenda

Data Week Agenda.

Part 1: Andy Mulcahy, Strategy and Insight Director, IMRG - Are we heading for a new phase of discounting online?

With the economy heading into recession and mass unemployment expected, supermarkets are starting to slash prices as part of a new price war; will we see something similar happen in other product categories online? We’ll analyse discounting patterns from over 300 retailers during the summer to see what the early signs are.



Part 2: Avalara - Brexit does still seem to be happening this year; planning advice - 2020 Brexit Survival Guide



Part 3: Panel Discussion – Identifying challenges and opportunities in online retail

  • Sarah Edwards, Operations and Commercial Director, Aspiga
  • Andy Corlett, Senior Director, Business Development, Epsilon-Conversant
  • Christophe Pecoraro, Managing Director, PFS Europe
  • Kevin Mofid, Head of Industrial and Logistics Research, Savills

         


Part 1: Matthew Walsh, Director of Data and Retail, IMRG - What tactics can retailers use to acquire customers?

As the first installment of a brand new IMRG data study focussing on Customer Acquisition and Retention, we’ll look at market averages for acquiring customers in different product sectors and company sizes plus some useful insight on the effectiveness of marketing channel for acquiring new customers.



Part 2: Avalara - Which overseas markets present good opportunities?



Part 3: Panel Discussion – Techniques for driving online retail growth

  • Jennifer Tully, Head of eCommerce, Sunuva
  • Patrick Lim, Senior Sales Manager, AsiaPay
  • Mark Finch, VP Sales, EMEA, Moxie

      

Part 1: Andy Mulcahy, Strategy and Insight Director, IMRG - Which product categories will see the strongest growth this year?

How has demand shifted since lockdown eased and what can we expect from Black Friday trading? We’ll look at trends in numerous product categories to see which are suggesting strong performance during peak trading.



Part 2: Avalara - Black Friday trading in 2020 – how to maximise opportunity



Part 3: Panel Discussion – Expectations around Black Friday trading in 2020

  • Anais Veerapatren, Sales Director UK, Proximis
  • Katie Woodhead, Head of Experience Consulting, Attraqt
  • Garrett Schwegler, Program Manager - Digital Commerce, Lucidworks
  • Barley Laing, UK Managing Director, Melissa Data

         

Part 1: Jennifer North, Head of Digital Experience, Hobbycraft - Adapting to and capitalising from “the new normal” in online retail



Part 2: Avalara - What is the new normal from a VAT perspective?



Part 3: Panel Discussion – Understanding the new normal in online retail

  • Stuart Gordon, Managing Director, iAdvize
  • Amiee Brown, Business Development Director, Epsilon-Conversant
  • Barbara Cichello McAlpine, CEO & Founder, HAUS of NEXT

      


Part 4: Matthew Walsh, Director of Data and Retail, IMRG - Customer acquisition best practice through email

As the second installment of a brand new IMRG data study around customer acquisition, we’ll look at how retailers use the email channel to convert prospects and what best practice exists there.



Part 1: Retailer Presentation and Q&A - Mike Durbridge, CEO, Andrew Martin



Part 2: Avalara - How effective tax management enables competitive edge



Part 3: Insight from Capgemini



Part 4: Matthew Walsh, Director of Data and Retail, IMRG - What best practice exists around using voucher codes to acquire customers?

The final installment of our brand new IMRG data study around customer acquisition, we’ll look at how retailers use voucher codes as a mechanism for driving first purchases from prospective customers and their effectiveness at retaining existing customers.


Part 1: Andy Mulcahy, Strategy and Insight Director, IMRG and Steve Brockway, Chief Research Officer, Maru/Matchbox UK - Findings from a brand new study into customer perceptions around retailers’ environmental performance, and where shoppers want them to focus
   


Part 2: Avalara - VAT considerations alongside cross-border trade



Part 3: Panel Discussion – Techniques for optimising retail sites 

  • Fabien Le Houezec, Ecommerce & Web Analytics Manager, Wilko
  • John Leslie, Sales Director – Europe, Ultra Commerce
  • Ben Stirling, Managing Director Northern Europe, Webloyalty

      


Part 1: Andy Mulcahy, Strategy and Insight Director, IMRG - Online retail weekly sales update pt 1– with insight around how category demand has gone up and down over the previous week


Part 2: Avalara - Approaches to communicating tax clearly for cross-border shoppers



Part 3: Panel Discussion – How should retailers structure their delivery offer

  • Jon Nicholson, Director, Parcel Sales, Royal Mail
  • Mike Hayers, UK Country Manager, ShipStation
   


Part 4: Matthew Walsh, Director of Data and Retail, IMRG - Online retail weekly sales update – looking in further depth at demand shifts over the previous week


Headline Sponsors:
  • Avalara
Event Sponsors:
  • Epsilon – Conversant

Register Below

Event Date 14th Sep 2020 to 17th Sep 2020
Event Time 11:00 - 12:00 & 14:00 - 15:00
Location Online

Headline Sponsor