Chair's introduction
An outline of the The Customer Journey line-up for the day ahead.

Speaker: Steve Goodheart, eCommerce expert and co-owner, Transaction Partnership

Opening keynote: Delivering the customer journey
How do you bring a demanding, radical and high-impact customer proposition to life? In this session we'll hear a case study on how major retailer, Kiddicare, went from 'idea' to 'delivery', complete with tips for success and lessons learned.

Speaker: Paul Durkin, Business Unit Director, Wincanton

Simplifying the customer journey
How do we really put customers at the heart of our business? In this session we'll look at how mobile is set to be part of every customer journey. Given the ubiquity of mobiles, and the ability of smartphones to enable shopping anywhere (from finding stores, to getting ideas, showrooming, offers and sales conversion), we explore how retailers can use mobile to improve sales in every channel for every journey.

Speaker: Steve Goodheart, eCommerce expert and co-owner, Transaction Partnership

Speaker: Matthew Smith, Group MCommerce Director, Monitise

Speaker: Marcus Svensson, Business Development, Venda

Turning Social Media into Sales
No longer is the chatter and exchange via social channels simply a 'nice-to-observe' phenomenon. Retailers invest in social media engagement as part of either brand management or direct promotional activity, but the commercial 'sweet spot' has not yet been found.

Mark Rogers, a veteran internet entrepreneur (BBC.co.uk, Amazon.co.uk, Market Sentinel) unveils how an analysis of activity on social media can be turned into direct sales leads, sporting effective conversion rates that could turn social into the new performance marketing channel.

In this presentation Mark will outline the challenges to overcome in approaching the volume and breadth of interactions, and the approaches to creating value."

Speaker: Mark Rogers, CEO and Founder, Leadfindr

Style by numbers - the data behind connecting customers with their perfect outfits
Sarah McVittie, CEO of Dressipi.com gives an insight into the art of choosing the perfect outfit - and how this increases sales. Sarah will show the data that underpins the process of matching customers' style, perception and expectations to the myriad products, types, styles and brands. This session will give pause to those who are concerned that 'big data' cannot be tamed or turned to commercial benefit.

Speaker: Sarah McVittie, CEO, Dressipi.com

Afternoon keynote: First know your customer
"Few things are closer to the customer than their wallets". In this keynote Kount will consider how we can know our customers better, supporting improved selling and personalisation, understanding and responding to risk - leading to increased sales, profit and customer satisfaction.

Speaker: Don Bush, Marketing VP, Kount

Putting it all together - connecting with the customer across all touchpoints - Debenham's experience
Debenhams has exploited digital to drive something of a renaissance of their brand. Agile, experimental, savvy - Debenhams' projects from tablets and mobile to click and collect have put a spring in the step of this major department store. In this session we'll hear from Sarah Baillie, Mobile Commerce Manager at Debenhams, about how Debenhams approaches connecting with the customer across all touchpoints, the lessons learned and the innovations to come.

Speaker: Sarah Baillie, Mobile Commerce Manager, Debenhams

The Social Customer: Marks & Spencer as a social retailer
M&S is the nation's favourite retailer, with a large proportion of all shoppers visiting every week. In this session we'll hear how one of Europe's largest and most-established retailers has developed a 'voice' via social channels, how the manage activities and measure effectiveness. This session will subvert preconceptions about the retailer and illustrate how a brand's values can be brought to life - at significant scale. Julia Monro, Social Media Manager at Marks & Spencer shares her insights and experience.

Speaker: Julia Monro, Social Media Manager, Marks & Spencer

Closing keynote: What's next for the Customer Journey?
In this session we'll get a round-up of the aspects that will impact upon the customer journey in the coming 18 months. Leading retailers will identify the top trends, ideas and challenges upon which they're concentrating efforts and why.

Speaker: Ali Holmes, Global eCommerce Manager, Vodafone

Speaker: Kath Brown, Head of eCommerce, Mountain Warehouse