Luxury Interactive 2016 (past event)

October 17-October 19, 2016

Contact Us: 1-888-482-6012

Experiential eCommerce: Today’s Must-Haves For Top CX

For All Attendees

08:00 AM - 08:40 AM Continental Breakfast & Registration In The Solutions Lounge

08:40 AM - 08:45 AM Welcome Remarks

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08:45 AM - 09:00 AM Chairperson’s Opening Address

Megan Harris, Managing Partner, SYZYGY

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Megan Harris

Managing Partner
SYZYGY

09:00 AM - 09:20 AM What Will Luxury Mean In 2020?

Charlie Cole, Chief Digital Officer, Tumi
The idea of luxury used to be the ability to not obtain a Birkin bag, get a reservation at Le Bernardin, or a custom suit. Now, this is obtainable via eBay, Open Table, and hundreds of websites… in minutes. If that has been the paradigm shift of the last 5 years – what will the next 5 years bring? Democratization is taking place daily in the just in time world we live in. Black cars month in advance? How about by the push of a button? How does one make an experience that makes you feel special enough that you throw around the word luxury? That same democratization has lead to same day delivery… then one-hour delivery… what’s next?
• Technological advancement and macro factors must be considered when developing a brand over the next 5 years.
• Democratization is inevitable – which makes remaining luxurious difficult.
• Consumer demands become more and more intense every passing day – you must react.


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Charlie Cole

Chief Digital Officer
Tumi
Heads of Marketing are more than the 4Ps—the diverse channel platforms have incredible business influence that need to align with all aspects of business strategy. Assessing trends, tools, and technology with a business mindset to propel luxury brands to thrive is what these Heads of Marketing think about daily—throughout this panel, hear what they have to say by:
• Setting up influence in the C-Suite as a corporate officer with a business mindset
• Formulating forward-thinking strategies, supported by accurate measurements and optimization
• Budgeting, assessing, and testing marketing technology to understand customer behavior
• Taking understanding of customer behavior to drive direct business decisions


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Sharon Osen

Fmr CMO
Perricone MD
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Valerie Tomasello

VP Marketing
3.1 Phillip Lim
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Mike Chi

VP, Marketing & eCommerce
Intermix

Audrey Yu

VP, Global Digital
John Hardy

09:50 AM - 10:10 AM Acquiring Affluent Customers In The Digital Age

Ross Kramer, CEO and Co-Founder, Listrak
Email marketing is a must-have for any omni-channel retailer. Developing a healthy, growing list of the right type of subscribers is key to the success of any luxury brand’s email marketing program, and, creating the perfect brand experience to engage the new subscriber and secure that important initial purchase soon after subscription is essential. There are many options luxury retailers can use to get the subscribers and loyal customers they seek while maintaining the integrity of the brand.
• Where to acquire the right subscribers who will become loyal customers
• Extending a warm digital welcome
• Leading with personalization, not promotions


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Ross Kramer

CEO and Co-Founder
Listrak
The truth is, there is no direct path to purchase. There are many different touchpoints and you need to test and learn which platforms bring the customer to a point of an informed buying decisions. With different content offering different interactions, building a seamless message is a challenge but not impossible. The executives on this panel share how they build a holistic approach to the customer journey via cross platform story-telling content:

• Utilizing content created to market across various channels and partner outlets
• Organizing the bandwidth to quickly create valuable content and spread to digital channels
• Deciding which channel is best to begin marketing the content: start with one channel and filter through or release content all at once?
• Measuring qualitative and quantitative KPIs—which holds more weight for social channels?
• Centrally managing content to increase marketing productivity and improve customer experiences


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Christina Bennett

Senior Director, Global Public Relations
Elizabeth Arden, Inc.
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Carly Rosenberg

President
Bluefly
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Jason Wallis

CTO
Mozu
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Jamie Harbeck

Sr. Director or Brand Marketing
Hilton

10:40 AM - 11:20 AM Morning Refreshment & Networking Break In The Solutions Lounge

…we promise, it’s not too early for a mimosa. Enjoy your break!

Guest Speaker!

11:20 AM - 11:40 AM The Three Greatest Myths In Luxury And Retail

Milton Pedraza, CEO, Luxury Institute
Luxury Institute has identified the three greatest myths that luxury and retail brand executives tell themselves, each other, and their shareholders, despite mounting evidence that their ineffective actions and inactions are the true root causes of their dismal performance. Today, executives who can quickly identify and confront the brutal realities of the marketplace, develop a set of best practices, and take immediate, effective action come at a premium.
• How luxury and retail brands are preventing themselves from achieving high performance
• Brief case studies of companies that are overcoming these myths and those that are falling behind due to their inability to confront reality
• Recommendations for how to overcome these and improve results immediately


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Milton Pedraza

CEO
Luxury Institute

11:40 AM - 12:00 PM Translating The High-Touch Luxury Experience Online

Amit Sharma, CEO, Narvar Joe Ferrari, Director of Ecommerce Operations, Kate Spade & Company
The bar has been set very high for luxury customer experience at physical retail - how can that be translated successfully in the digital world? Amit Sharma, CEO of Narvar, addresses this core question and related issues in a fireside chat with Joe Ferrari, Director of Ecommerce Operations at Kate Spade. They’ll talk about:
• Customer experience in an omnichannel environment.
• How to meet new customer expectations across all their engagements with you.
• Strategies for taking concierge-level customer experience online.


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Amit Sharma

CEO
Narvar
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Joe Ferrari

Director of Ecommerce Operations
Kate Spade & Company

12:00 PM - 12:20 PM Supporting The Arts: How Artsy Is Opening Its Storytelling Doors For Brands

Sebastian Cwilich, President and COO, Artsy
Traditional advertising methods are fading, but a glorious tradition is returning in a new context - and that’s content sponsorship. Since its public launch in 2012, Artsy has built the world’s largest online database of contemporary art, and along with it, the fastest-growing arts-focused editorial platform in the industry. The company has now turned its attention to working with luxury brands, known for their patronage of the arts, to produce new forms of art sponsorship in the branded content arena.
• Luxury and heritage brands have a long history of supporting the arts at art fairs, museums, and other arts events.
• As art consumers increasingly move online, how can brands reach the powerful global art collecting audience?
• Consumers, especially digitally-native younger generations, are becoming more self-selecting over their technology and editorial platforms. What’s the best way to engage them on a deeper level?
• Artsy is uniquely suited to connect brands that can generously support quality content with a wide audience interested in art.


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Sebastian Cwilich

President and COO
Artsy

For All Attendees

12:20 PM - 1:20 PM Lunch For All Attendees

Seating is available throughout our Solutions Lounge; as you enjoy our delicious lunch, don’t forget to discover what cutting-edge technology will take your business to the next level!

Track A: Marketing In The Age Of The Social Customer

1:20 PM - 1:30 PM Chairperson’s Afternoon Welcome

Sebastian Lyner, Agency Client Partner, Blue Fountain Media
To chair this track, contact Harvey.Golub@wbresearch.com or 646-200-7527.

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Sebastian Lyner

Agency Client Partner
Blue Fountain Media

Track B: Lessons In Experimental eCommerce

1:20 PM - 1:30 PM Chairperson’s Afternoon Welcome

Megan Harris, Managing Partner, SYZYGY


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Megan Harris

Managing Partner
SYZYGY

Track A: Marketing In The Age Of The Social Customer

1:30 PM - 1:50 PM How The Right Kind of Associates Thrive: Mixing Digital And Offline Tools & Servicing

James Ricks, Global Marketing Strategist, Virtuoso
Come hear this exciting session!For decades, critics have predicted the complete elimination of the travel agency distribution channel. In fact, true ‘order taker’ Travel Agents have become extinct, while truly service-oriented Travel Associates have thrived and even achieved star status. The Associate of the future mixes using online, social, and offline tools to grow business and serve travel clients, prioritizing human connections and service that’s worth paying for. We’ll look at some of the factors as to why the ‘right’ kind of Associate has thrived, and how you can learn from the Travel industry as to how to truly sell and service the luxury client:
• How Associates use Digital to automate the predictable so they can humanize the exceptional
• Balancing innovation with tried-and- true consumer servicing tools
• Leveraging data to better understand clients and anticipate needs
• Telling the story of your brand in new way


James Ricks

Global Marketing Strategist
Virtuoso

Track B: Lessons In Experimental eCommerce

1:30 PM - 1:50 PM Protecting And Fostering Luxury Brands In The Face Of Internet Commoditization

Greg Finney, CEO, 2 Modern
eCommerce has created a huge opportunity for brands to exponentially increase their reach, enrich their legacy and increase their revenue. However, commoditization is a natural occurrence within the ecommerce ecosystem, which can be detrimental to brands if they are not careful. In this session, Greg will discuss the key practices that can help foster and elevate brands, as well as provide some best practices to minimize over-exposure and brand degradation. Greg explains:
• How do you balance reach and exclusivity
• How to choose your channels and partners wisely
• How to grow your direct to consumer channels while maintaining healthy relationships with retailers
• KPIs that can measure your success


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Greg Finney

CEO
2 Modern

Track A: Marketing In The Age Of The Social Customer

1:50 PM - 2:20 PM Panel Discussion: Balancing The Continual Shift Of Traditional Retail Marketing To Digital Integration

Angela Gruszka, Director, Marketing & Communications, ABC Carpet & Home Kristin Suppelsa, VP, Marketing, Hearts On Fire Caroline Colavita, Director, eCommerce, Adrianna Papell
It’s not easy changing the minds of the heritage brand executives. Over the years, traditional channel marketing has been overtaken by instant visual marketing….but how to balance the two and not abandon your core customer? Finding the balance between your traditional methods and cutting-edge channels needs to be tried and tested—join these panelists to hear how it’s done:

• Developing a step-by-step for heritage brands making the shift, both internally and externally
• Mobilizing the key decision makers to shift budgets
• Finding the right mix of partnerships: events, native advertising, and moments to build upon for digital direction
• Measuring early results and impact digital integration has on the company


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Angela Gruszka

Director, Marketing & Communications
ABC Carpet & Home
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Kristin Suppelsa

VP, Marketing
Hearts On Fire

Caroline Colavita

Director, eCommerce
Adrianna Papell

Track B: Lessons In Experimental eCommerce

1:50 PM - 2:20 PM Panel Discussion: Building Creative New Ideas With The Speed Of Technology

AJ Nicholas, VP, Brand Marketing, Rent the Runway Mai Nozoe, VP Of Creative Services, Alice + Olivia Amanda Willinger, VP, Digital and eCommerce, LAGOS Mark Keeney, VP, Marketing, Ritani
Ideas in a snap. That’s how creative you have to be these days. But your stories need to be brand-consistent that connect with your core customer…while inspiring potential customers. Ideas need to surprise and delight, inform and entertain—these panelists will do just the same as they discuss:
• Types of talent needed for the New Creative Director
• Developing the story of a brand in the face of new technology: building creative stories in real-time, and that can be viral
• Working with digital marketing teams and platforms for non-traditional designs that are better for CX
• Learning about and implementing technology interfaces that highlight campaigns in a new and exciting way
• Launching creative campaigns with consumer and audience feedback via qualitative and quantitative data


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AJ Nicholas

VP, Brand Marketing
Rent the Runway
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Mai Nozoe

VP Of Creative Services
Alice + Olivia
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Amanda Willinger

VP, Digital and eCommerce
LAGOS
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Mark Keeney

VP, Marketing
Ritani

Track A: Marketing In The Age Of The Social Customer

2:20 PM - 2:40 PM Omnichannel Clienteling: Bridging The Physical-Digital Divide For A More Personal Clienteling Experience

Barbara Bisoni, President, Anna Sheffield Fine Jewelry
Anna Sheffield Jewelry offers a timeless alternative to the traditional world of Ceremonial and Fine jewelry with an extensive collection of finely crafted baubles…but the most fulfilling part of the creations is knowing they are destined to be passed down for generations. With highly curated items, brands must connect with the customer in a unique way. Barbara Bisoni has been building the brand to connect with customers in a most personal fashion to drive business value by:
• Getting back to basics: pushing curated products, building engagement, making it customer-centric
• Once customer engagement is established, pulling in the customer through seamless experiences and product information in unique ways
• Efficiency to drive profitability: simplifying operations across storytelling outlets to streamline processes

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Barbara Bisoni

President
Anna Sheffield Fine Jewelry

Track B: Lessons In Experimental eCommerce

2:20 PM - 2:40 PM Redefining The Previous-Season Model As A Global Fashion Business

Andres Sosa, EVP, Sales, Marketing & Creative, The Outnet
Defining your target audience is key for a fashion e-commerce business. Market research and customer insights allow you to hone in on who your customer is and what they’re looking for, allowing you to target them with relevant content wherever they are. For a luxury business that operates on a global scale, it is essential to provide each region and customer segment with a tailored and engaging approach. A careful segmentation and targeting process allows you to reward and nurture valued customers through relevant innovative activities, which in turn improves retention and growth through a full range of communication channels.

• Content is pivotal in driving engagement and customer loyalty
• Every customer deserves attention through a personalised approach
• Geo-targeted activity has become essential for global businesses


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Andres Sosa

EVP, Sales, Marketing & Creative
The Outnet

2:40 PM - 3:20 PM High Tea Afternoon Refreshment & Networking Break In The Solutions Lounge

Network in a most refined fashion!

These interactive sessions are your opportunity to ask personal Q & A from the presentations and network in a relaxed setting.

1. Acquiring Affluent Customers In The Digital Age
Ross Kramer, CEO and Co-Founder, Listrak

2. Protecting And Fostering Luxury Brands In The Face Of Internet Commoditization

Greg Finney, Founder/CEO, 2Modern

3. Redefining The Previous-Season Model As A Global Fashion Business

Andres Sosa, EVP, Sales, Marketing and Creative, THE OUTNET

4. It’s Personal: Contextual Offers And Marketing To Drive Business Value

Barbara Bisoni, President, Anna Sheffield Fine Jewelry

5. Recreating The Luxury Experience In An Omnichannel World
Amit Sharma, CEO, Narvar

6. Chatbots - The next step in customer engagement
Gavin Silver, Director of Technology, Blue Fountain Media

7. Challenges Of Being A New Brand In The Luxury Market
Katie Scott, Founder, KATIE SCOTT Design


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Barbara Bisoni

President
Anna Sheffield Fine Jewelry
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Greg Finney

CEO
2 Modern
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Andres Sosa

EVP, Sales, Marketing & Creative
The Outnet
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Ross Kramer

CEO and Co-Founder
Listrak
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Amit Sharma

CEO
Narvar
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Katie Scott

Founder
KATIE SCOTT Design

Gavin Silver

Director of Technology
Blue Fountatin Media

4:20 PM - 11:59 PM End Of Day Two