Luxury Interactive 2017

October 16-October 18, 2017

Convene Conference Center, 32 Old Slip, New York, NY

1-888-482-6012

Luxury Omni-Business Strategies

08:10 AM - 08:50 AM Continental Breakfast & Registration For All Attendees In The Solutions Lounge

08:50 AM - 09:00 AM Welcome Remarks

09:00 AM - 09:10 AM Chairperson’s Opening Address

Jennifer Wang, Co-Founder & CMO, Dealmoon.com


img

Jennifer Wang

Co-Founder & CMO
Dealmoon.com

09:10 AM - 09:30 AM Becoming A Data-Centric Business To Drive A Better Customer Experience

Martin Gilliard, CIO and SEVP, Barneys New York
Barneys New York has historically been a service-driven company. But with the new retail landscape, Barneys has adopted a data-driven mindset. Martin Gilliard, CIO and Senior EVP presents insights on how data can defuse the changing environment and keep companies focused on delivering quality service both on and offline. To be discussed:
• The role of data in the digital transformation of the retail customer experience
• Utilizing data to create a seamless experience for the luxury customer both in-store and online
• Innovating new ways to reach customers – how, when and where they want

img

Martin Gilliard

CIO and SEVP
Barneys New York

9:30 AM - 9:50 AM C-Level Chat: Becoming Best Friends With Your Customer

Jean Palmieri, Senior Editor, Men’s, Women’s Wear Daily Andrew Berg, President, Robert Graham
Join this interactive conversation with Andrew as he discusses Robert Graham's success of:
• Celebrating customers’ enthusiasm for your products by integrating UGC
• Curating customers’ content: selecting which UGC is appropriate to use for public marketing
• Getting permissions from customers to use their stories and pictures
• Building an internal process to ensure departments are not crossing any privacy matters

Interviewed by: Jean E. Palmieri, Senior Editor, Men’s, WWD

img

Andrew Berg

President
Robert Graham
img

Jean Palmieri

Senior Editor, Men’s
Women’s Wear Daily
For luxury brand to thrive, they must have unified commerce. Luxury brands have achieved so much in the past few years for selling channels and reporting lines to be omni; it’s more the breaking down silos, it’s breaking down all business strategies. The accomplished executives on this panel give their most practical advice to overcome the overwhelming world of omni:
• Looking at omni-channel reporting structures for cultural transformation and implementing nimble discipline across departments
• Keeping up with and mapping technical changes for the very short term, short term, and long term
• Realistic goals and sales milestones: growing the business and ensuring scalability for success
• Developing an overall data-centric picture of your customer as the foundation for your business strategies

img

Antonio Carriero

CIO
Salvatore Ferragamo
img

David Olsen

CEO
Cos Bar
img

Danny Govberg

President and Owner
Govberg Watches
img

Scott Eagle

Co-founder & COO
12 Digit Marketing, A Westfield Retail Solutions Company

10:20 AM - 11:00 AM Bloody Mary And Bites Break In The Solutions Lounge

11:00 AM - 11:30 AM Case Study Collective: The Re-Design And Re-Launch Of RitzCarlton.com

Sarah Lukas, Corporate Director, RitzCarlton.com, The Ritz-Carlton Hotel Company LLC
The Ritz-Carlton found itself at a crossroads with its digital presence - a functional need to upgrade to a more modern digital platform and CMS, an increasing share of traffic coming from mobile devices and at the introduction of a newly refined brand voice. Since there was a pressing desire to address all of these opportunities as quickly as possible, they were combined into a complete reimaging of RitzCarlton.com. This comprehensive overhaul of the site redesigned, redeveloped and re-launched a 30,000 page, 18,000 image website in 8 languages. The result is an elegant, technically rich, visually immersive new home for one of the most beloved, iconic luxury brands that will inspire life's most meaningful journeys for a new generation of global travelers. Hear Sarah’s story as she presents:
• The project as the ultimate balancing act needing to seamlessly bridge two worlds – truly the intersection of high tech and high touch
• Building constant and refined curation matched with an unwavering commitment to the luxury guest has helped guide The Ritz-Carlton to own luxury hospitality in the digital space
• The complexity of this work that is not to be underestimated - guiding one of the most iconic and storied brands through the ever changing and sometimes uncertain tides of digital innovation.

img

Sarah Lukas

Corporate Director, RitzCarlton.com
The Ritz-Carlton Hotel Company LLC

11:30 AM - 12:00 PM Case Study Collective: Preserving The Luxury Experience In A Digital Environment – Steps To Creating Immersive Storytelling Online And With Mobile

Christopher Barefoot, VP, Communications & Guest Relations, Opus One
Explore how to improve your story telling on-line in such a way that customers legitimately feel why they should choose your product. Move beyond a pure product catalogue focus to creating a luxury shopping experience. Use what you already know about your customer to make visiting your site more relevant to your customer.
• Translating the physical experience and delivering the brand promise digitally
• Focusing on emotion and “the why?” to connect with the customer as they engage with the brand story
• Leveraging CRM to personalize and customize the luxury shopping experience, including upselling

img

Christopher Barefoot

VP, Communications & Guest Relations
Opus One

12:00 PM - 12:20 PM Personalization Starts With Discovery –Solving The Big Small-Screen Commerce Problem

Felipe Araujo, Director of Ecommerce, Diane von Furstenberg Graham Cooke, CEO and Founder, Qubit
Mobile traffic now matches desktop, but conversion is less than half. If you need to tackle the problems of m-commerce, make sure you join this session to hear from Qubit and luxury brand Diane Von Furstenberg who will be talking through Qubit’s new product discovery solution. With AI-powered personalization, the solution is set to transform mobile shopping so your customers can discover and buy more of the products they love when visiting your mobile website.

img

Felipe Araujo

Director of Ecommerce
Diane von Furstenberg
img

Graham Cooke

CEO and Founder
Qubit

For All Attendees

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

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

Jeff Cashman, SVP, Business Development, Manhattan Associates

img

Jeff Cashman

SVP, Business Development
Manhattan Associates

Track B: Connecting Through CRM

1:30 PM - 1:50 PM Spot The Fake: Analyzing Who The Real Online Luxury Buyer Is

Kristen Stewart, Head of eCommerce & Digital Marketing, Cushnie et Ochs
• Targeting high-net worth and ultra-high net worth consumers based on web behavior
• Analyzing CRM: what is the most relevant and actionable data to develop and elevate customer interaction
• Segmenting digital messages to target real, buying customers
• Fraud prevention for domestic and global eCommerce operations

img

Kristen Stewart

Head of eCommerce & Digital Marketing
Cushnie et Ochs
A/B testing allows you to gain insight to your customers and what they want from your online experience. Not all tests will be winners and they may not have as big of an impact as you hoped. Not all of your winning features may win when they’re put all together, but A/B testing is critical to maximize the potential of the experience your site delivers to customers and its return back to you. Executives discuss:
• Putting yourself in the customers’ shoes: testing one feature at a time to improve the buying journey
• Playing with variations based on traffic your site receives
• Running the tests for a week and analyzing different traffic patterns, and ensuring bounce rates are low
• Focusing on micro-conversions to achieve macro-goals: small wins that pay big dividends


img

Jessica Rotnicki

SVP, North America eCommerce
Estee Lauder Companies
img

Noah Goldberg

VP eCommerce & Digital Marketing
Psycho Bunny
img

Matthew Burton

Director, Digital Strategy & Experience
EQUINOX

2:20 PM - 2:40 PM Open Case Study: The 25-year old “Start Up”

Oscar C. Guerrero, Sr. Manager, Consumer Insights and Loyalty, Crystal Cruises
· Rebuilding the Foundation— turning powerful data into action
· Changes in perceptions and expectations of “luxury”— evolving with today and tomorrow’s Affluent consumers
· No CRM? No problem: Using Omni-channel test & learn opportunities to generate greater repeat business and improve Marketing ROI


img

Oscar C. Guerrero

Sr. Manager, Consumer Insights and Loyalty
Crystal Cruises

2:40 PM - 3:20 PM Artisanal Coffee And Networking Break In The Solutions Lounge

Social platforms are more than likes—they are the go-to vehicle for targeted advertisements. How are you ensuring you are connecting with the customer and not being scrolled by? How can you make your social initiatives seem authentic and not advertisements? The thought leaders on this panel showcase how to socialize with the customer and get them to buy:
• Pushing relevant ads to customers, and being where the customer is
• Which platforms your customer is most engaged
• Driving channel efficiency with customer behavior
• Accurately counting impressions: ensuring the ad is seen and interacted with
• Building people based measurements versus proxy based
• Using geotags and beacons on social platforms to capture customer behavior

img

Justin Sellman

VP, eCommerce and Digital Strategy
GHRUKA
img

Debbie Johnsen

Digital Marketing Director
The Watergate Hotel
img

Scott Steever

Head of E-Commerce
ABC Carpet & Home

3:50 PM - 4:30 PM GUEST SPEAKER! Bringing Luxury To Speed Of Feed

Bora Park Chow, Luxury Partnerships, Facebook – Instagram – Messenger

img

Bora Park Chow

Luxury Partnerships
Facebook – Instagram – Messenger

4:30 PM - 5:09 PM End Of Day Two

Live Chat Software