• 22-23 July 2020
  • ICC Sydney

2019 Online Retailer New Zealand



Thursday 7th November 2019



Grand Millennium Auckland


Welcome from Event Director and Chairperson

Matt Smith, Event Director, Online Retailer Conference & Expo
Jason Greenwood, Director, Moustache Republic


OPENING KEYNOTE | What exactly does a great retail experience look like?

More than 80 years of innovation has fuelled the success of premium appliance brand, Fisher & Paykel. With innovation and human-centred design at the heart of their strategy, we learn from Fisher & Paykel’s GM of Retail Experience on how they continue to innovate and reinvent their relationship with their customers:

  • What makes an in-store and digital experience irreplaceable?
  • Understanding your customers’ journey to develop better solutions for their challenges
  • Creating an intimate digital relationship with your customer that supports their journey

Speaker: Kym Porter, Global GM of Retail Experience, Fisher & Paykel


KEYNOTE | Investing in New Zealand's digital future: Discover how TheMarket is connecting NZ customers with local, global and niche brands through its inspirational online shopping experience

This year, ecommerce platform TheMarket officially made its debut in New Zealand. TheMarket launched with 1,500+ brands and 1m+ products offering NZ customers more choice through a new ecommerce marketplace. This has changed the way consumers interact with local, international and niche brands. Join this session to find out how TheMarket creates an inspirational online shopping experience:

  • Digital future: Insights from TheMarket to see which areas they invest in their business to improve their digital reach
  • Improving the customer experience by using data to drive personalisation
  • How to create a brand-driven ecommerce experience by focusing on content and effectively integrating social so that latest trends and insights are incorporated

Speaker: Justus Wilde, CEO, TheMarket


Talking retail tech with Adore Beauty: Their journey towards headless commerce

Adore Beauty recently launch in NZ this year in March. Over the last 6 months since their launch in the NZ market, Adore Beauty have been paving the way towards headless journey. From site improvement to site conversion, their strategic aim was to improve their site speed.

Only at Online Retailer, get an exclusive insight from Adore Beauty’s CTO on how they managed to reduce their site speed down to 2.4 secs in less than half a year and their next journey towards headless carts. You’ll also hear insights into:

  • What Headless commerce is and how it is different to monolithic platforms
  • How Adore Beauty tackled the challenge of speed and performance across a one-year period
  • What Adore Beauty’s headless tech stack looks like and why they chose the pieces they did
  • How headless has allowed Adore Beauty to bring together content and commerce

Speaker: Gareth Williams, CTO, Adore Beauty 


Morning Tea, Networking and Exhibitor Showcase


PANEL: Optimising your ecommerce store for success

Kiwis spent $4.2 billion online last year, and this figure is only getting bigger. Most bricks and mortar stores have been forced to create a better online presence. Join this panel of retailers as they discuss how to keep pace with the dynamic and ever-evolving ecommerce and social media platforms.


Fabienne Costa, Founder & Creative Director, YCL Jewels
Jay Goodey, Executive Director, Onceit
Terry Metcalfe, Ecommerce Manager, Air New Zealand
Shaun Quincey, Founder, Genoapay
Nathan Archie, Country Manager for Australia and New Zealand, Payoneer
John Vikas, Head of Commerce Sales, Magento an Adobe Company


Influencer world: Find out how Bambi Boutique garnered 350,000 authentic followers on social media in 3 months

  • The Dos & Don’ts: Understanding how to effectively work with influencers
  • Creating killer content for social platforms
  • Using digital and social media marketing

Speaker: Iyia Liu, Founder – Bambi Boutique, LUXE Fitness & Girls in Business Organisation 


Re-platforming: A UX & CX Driven Approach

Andrew Waite, Managing Director, Convert Digital
Tom Ross, Visual Designer, Convert Digital


Lunch, Networking and Exhibitor Showcase

Multi-channel marketing strategies to enhance customer engagement and loyalty

Sponsored by dotdigital, Chaired by Graham Bell (Senior Account Executive, dotdigital)

Omni-channel retail strategies to improve the customer experience

Sponsored by eStar, Chaired by Matt Neale (CTO, eStar)


Omnichannel marketing automation strategies to enhance customer engagement

A multi-channel customer engagement strategy is a fundamental requirement to remain competitive. The expectation is to deliver exceptional multi-channel automation programs, to harness your data and deliver invaluable experiences to prospects and customers.

Within this presentation, Rohan Lock will show you how you can take customers on engaging journeys across every channel. He will cover:

  • Key findings for NZ, from dotdigital’s Hitting the Mark Benchmarking Report
  • Key sale days on the horizon and how to leverage them through Christmas and beyond
  • The importance of data for personalised automation journeys
  • Top 5 revenue driving campaigns

Speaker: Rohan Lock, Regional Director, APAC, dotdigital

CASE STUDY + INTERACTIVE Q&A | Solving the problem of Store-Fulfilment

Fulfilment has a direct impact on your customers’ experience of shopping with you and, if handled poorly it can reduce repeat custom. Find out how eStar and Briscoe Group worked together to build a world-class order management solution and tackle the issue of Store-Fulfilment while growing the online business.

Learn how this solution has changed Store-Fulfilment and why Briscoes will stay using it:

  • Find out what it takes to grow online sales at a market-leading rate by leveraging your store network
  • Learn how eStar and Briscoe Group delivered a Store-Fulfilment solution that surpassed all expectations
  •  Don’t miss the CASE STUDY on how getting Store-Fulfilment right, can step-change your online sales performance

Matt Neale, Chief Technology Officer, eStar

Dave Hughes, Consultant – Ecommerce & Customer Insight, formerly GM Ecommerce & Customer Insights, Briscoe Group


Driving ROI through Social Media

Learn how to develop a best practice strategy in social media and how best to adopt this for your business.

Speaker: Libby Angus, Social Media Team Lead, Farmers Trading

Innovation in a pint: Spotlight session with The Beer Spot

Word-of-mouth is king when it comes to discovering brands in New Zealand. In this session, Jason (Founder, The Beer Spot) shares with you insights on how The Beer Spot create innovative store-based experiences that continue to drive customers back to their store.

Speaker: Jason Payn, Founder, The Beer Spot


Adopting innovative loyalty and subscription programs to inspire customer loyalty

Speaker: Silvia Zuur, Co-Founder & Cheese Dealer, Cheese Cartel

CASE STUDY | How I Am Eva profiled the female journey to deliver excellent customer-led experiences

Speaker: Michele Wilson, Founder, I Am Eva


Afternoon Tea, Networking & Exhibitor Showcase


Interactive roundtables sessions: From discovery to delivery – understanding and adopting the best strategies, tools and technology to best facilitate your customer's journey

In these interactive, closed-door roundtables sessions, you’re given an opportunity to ask experts the best solutions and strategies that can be used to address different touchpoints of your customers’ journey. The sessions will focus on four key areas to help you identify the best management strategies for improving customer engagement and service:

  • Discovery: How can retailers create greater awareness of their brand? What tools can retailers explore to expand their reach?
  • Choice: How can retailers better use tech to help their customers find products or services that align with their customers’ needs? What are some key factors that need to be taken into consideration?
  • Purchase: How can brands create a seamless checkout experience for their customers? What customer insights can be taken from ‘wish lists’ and ‘abandoned carts’?
  • Delivery: How to improve efficiencies and cut costs in your warehouse and distribution centres? Exploring automated and AI delivery tool options to plan warehouse logistics? How can retailers reduce the volume of returns?


Air New Zealand: Creating enhanced digital customer experiences through strategic ecommerce optimisation strategies

Speaker: Terry Metcalfe, eCommerce Manager, Air New Zealand 


Closing keynote with Countdown Supermarkets: Building effective partnerships with your customers

Learning how to develop and manage effective customer loyalty strategies that are built on insights around your customers’ needs and behaviours.

Speaker: Ralica Andreeva, Head of Loyalty and Customer Data, Countdown Supermarkets


Closing Remarks

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


Networking Drinks

Sponsored by Laybuy