• 24-25 July 2019
  • ICC Sydney
24-25 July 2019 ICC Sydney

Conference Agenda: Day One


Wednesday 24th July 2019

8.30am - 9.00am

Registration Opens

9.00am – 9.10am

Welcome to Day One

Plenary on Expo Floor

Presenter: Matt Smith, Event Director, Online Retailer Conference & Expo

9.10am – 9.40am

Opening Keynote Session with Australia Post

9.40am – 10.20am

Influencer marketing: How to make your brand go viral

10.20am – 10.50am

Morning Tea on the Expo Floor

10.50am – 11.20am

Experience is the new product: The 10 paths companies take to grow

Acquiring new customers is 5 to 25 times more expensive than retaining an existing one, and they have the ability to find and leave a brand quickly.

So how do you make sure that the experience they have when they decide to give you money is one they will remember? Join growth and innovation evangelist Tiffani Bova as she examines the sequence of growth paths and how this can be used to craft an exceptional customer experience.

Speaker: Tiffani Bova, Author, Growth IQ

11.20am - 12.00pm

PANEL | The Woke Consumer

There is over 8 million tonnes of plastic waste drifting off our Australian coastline and nearly 81% of Australian consumers are pointing the finger firmly at brands. 9 out of 10 Gen Z consumers also believe that brands have a responsibility to address environmental and social issues. In the US, Gen Z consumers alone represent $350 billion spending power and they will account for 40% of global consumers by 2020. The conscious (or ‘woke’) consumers’ concerns over environmental and social issues is not restricted to Gen Z; two-thirds of consumers worldwide say they would switch, avoid, or boycott brands based on their stance on controversial issues. So how does a brand stay ‘woke’ and truly mean it?

  • Identifying the influence woke consumers have on brands
  • Effectively communicating with their values and learning how to develop products and services that align
  • Radical transparency: Going beyond rhetoric and truly meeting the needs of the woke consumer
  • Real data and case studies behind why consumers care and what this means for your brand

Anna Julia Forster, e-Commerce Operations & Sustainability Advisor

Clare Press, Sustainability Editor-at-Large, Vogue Australia
Jaana Quaintance-James, Head of Sustainability & Ethical Sourcing, The Iconic
Gordon Renouf, Co-Founder & CEO, Good on You
Lucy King, Sustainability Manager, Country Road

12.00pm – 1.00pm

Lunch in the Exhibition Hall

Track 1: Level 3, Room 3.1 & 3.2

Conversational Commerce (Sponsored by First)

Track 2: Level 3, Room 3.9

The Last Mile

Track 3: Level 3, Room 3.3

New Retail: Customer Experiences (Sponsored by AKQA)

Track 4: Level 3, Room 3.4

Omni-Channel Retailing (Sponsored by eStar)

1.00pm – 1.35pm

Session reserved for First

Level 3, Room 3.1 & 3.2

Session reserved for Sponsor

Level 3, Room 3.9

Session reserved for AKQA

Level 3, Room 3.3

Session reserved for eStar

Level 3, Room 3.4

1.40pm – 2.15pm

Managing customer communication preferences

  • Delivering omni-channel communications from one platform
  • Understanding which communication channels customers prefer
  • The advantage of live chat

CASE STUDY | Adore Beauty’s #WarOnWaste – How Adore Beauty managed to save 235kgs of cardboard in a week

Over a year ago, Adore Beauty identified they had wastage from their smallest box. So they embarked on a new WMS journey to best allocate an order to a specific box size.

Join Sarah as she gives you insights into their sustainable packaging practices and their war on waste.

Speaker: Sarah Mullen, General Manager, Adore Beauty

CASE STUDY | How Zanui kept CX at the heart of their strategy

Speaker: Yosuke Hall, MD, Zanui

CASE STUDY | T2’s global expansion: How CX changed the launching experience

T2 Tea, Unilever’s Manik Godhwani will take you through insights on how T2 Tea was able to enter a new market and how their marketing campaign changed to reflect their customer’s behaviour. Find out how you can change your communication strategy and messaging around your product, and perhaps even the brand.

Speaker: Manik Godhwani, Global Head of Digital & Ecommerce, T2 Tea, Unilever

2.20pm – 3.05pm

Improving sales through AI and bots

  • How bots contribute to improve customer experience
  • The rise of messaging bots
  • Automating customer services operations

Automating delivery operations

  • Rising customer demands impact on redefining last mile delivery
  • Using automated tools to plan warehouse logistics
  • AI delivery tool options


The rise of the sharing economy and its impact on new retail experience

  • The only way to consume; sustainably and ethically
  • How the sharing economy is creating a new way of transacting
  • Considering consumer preferences to drive sales

Speaker: Kirsten Kore, Co-Founder, Designerex

Learn how to increase customer lifetime engagement through personalised experience

Speaker: Ian Dewar, Director of Customer Lifecycle and Analytics, The North Face

Afternoon Tea Break

PANEL | How to keep CX at the heart of your strategy


Ian Dewar, Director of Customer Lifecycle and Analytics, The North Face

Dion Appel, Chief Revenue Officer, Openpay

Rohan Lock, Regional Director, APAC, dotdigital

Locknote reserved for Marketplacer

4.55pm – 5.00pm

Wrap up of Day One

5.00pm – 7.00pm

Business at the Bar Networking Drinks

Expo Floor