Global E-Commerce Summit – Monaco - 26, 27, 28 October 2009

27th of October	Go to Day 2: 28th of October
7:45 – 9:00 AM	Registration
9:00 – 9:30 AM	Welcome François Momboisse Vice President of EMOTA and Susanne Czech, Secretary General of EMOTA will open the second Global E-Commerce Summit. Latest facts and figures Before listening to the individual Companies’ perspective, let’s have a corporate view on the most recent numbers on e-commerce in Europe, with a special focus on France and on the fashion market: how did internet change the rules? François Momboisse, president FEVAD and Vice-President EMOTA Director development international internet Fnac, Susanne Czech, Secretary General, EMOTA
9:30 - 10:30 AM	Creating A Customer-Centric Organization In 2005, a NRF Foundation/AMEX survey asked American consumers, Who gave them extraordinary customer service? Overstock.com did not appear among the top 150 American retailers. In January, 2006 Overstock.com decided to make our company customer-centric by making Customer Care the senior department to the entire company, and putting our most hard-headed executive in charge of the department. Customer Care knew where all the bones were buried, and we let their knowledge drive our programs to fix various processes in the company. Overstock.com quickly moved from not scoring in the top 150 to scoring #4 two years in a row. In 2008, we became the #2 retailer in the USA for Customer Service and #1 in Customer Respect. As we move into the future the customer is taking an even more important role within the company, driving the experience on the website and the products we source and sell. Patrick M. Byrne, Chairman & CEO Overstock.com
10:30 – 11:00 AM	Networking Break
11:00 – 11:45 AM	The Recipe on Online success - case Telmore One of the most succesfull E-Commerce companies in Denmark reveals the Ingredients for their success online. How we move customers from Retail to Online shopping How we succeed to hasve the highest customer satisfaction measured in Denmark (both within Telecom, Banking and Insureance) How we keep growing in a stagnant industry. The importance of strong company values Allan Christiansen, CEO, Telmore
11:45 AM – 1:00 PM	Lunch
1:00 – 1:45 PM	Global Brand Presentation: Building a True Global Brand As the EVP of Global eCommerce Kate Terry will share how Tommy Hilfiger is building an organization and infrastructure to become a true global online brand and ecommerce success story. Kate will cover topics including: Decentralize vs centralize Successes and failures in implementation Global product and pricing challenges How to market locally and globally Kate Terry, EVP Global Ecommerce/Internet, Tommy Hilfiger USA
1:45 – 2:45 PM	The Mobile Revolution The future of online is in offline – making physical stores interactive via mobile. Applications that drive foot traffic to stores, make targeted offers and provide better in-store information to consumers. Mobile phones are the only interactive medium consumers carry with them in a non-interactive physical store. Consumers are craving digital support. Offline retail influenced by online activity (i.e. look online, but buy offline) is 4 times larger than the entire e-commerce market combined (incl. Amazon.com); it’s an $800 billion market today, and is growing at 19% per year, while e-commerce is growing at 12% per year. In 2012, 40% of all retail sales in the U.S. will be influenced by online activity. That is a very large opportunity for retailers that “get” it; but the more important insight is that mobile is a much more immediate online tool for offline shopping than the PC (who carries a PC into a store to do research?). Cyriac Roeding will look at the mobile advertising market, and how that influences retail. After the presentation Brett Hurt will interview Cyriac Roeding. Cyriac Roeding, co-founder of MOBshop Brett Hurt, CEO and Founder Bazaarvoice
2:45 – 3:30 PM	Networking break
3:30 – 4:15 PM	The State of Retailing Online: A Global Perspective for 2009 and Beyond Sucharita Mulpuru will provide an overview of the annual Shop.org State of Retailing Online surveys conducted by Forrester Research with details on retailer profitability, merchandising priorities and marking allocation. She will also provide a global perspective on how online companies are employing tactics that effectively manage to drive sales, maintain profitability and build customer loyalty. Sucharita Mulpuru, Vice-President and Principal Analyst, eBusiness (Retail), Forrester Research
4:30 – 5:00 PM	Roundtable Discussions
	A host will discuss a topic in a small group of maximum 15 people. This will be an informal interactive session where attendees learn form each other. The host will monitor this session and will bring in his/her expertise of the subject.

Room: Van Dongen	E-commerce Strategies "eCommerce was until recently an 'add-on' for many organisations. However, its growing importance means that it is challenging established notions of 'doing business'. Multichannel, cross-channel and m-channels all push the internal structures; social media, affiliate networks and publishers all challenge our approaches to customers and our brand, and never has the future and customer attitudes been more difficult to divine. In this context how do organisations set a strategy for eCommerce at the heart of their business? Who are the exemplars and what lessons can be learned?" Ian Jindal, founder of Ian Jindal Company & founder and head editor, InternetRetailing.net newsletter
Room: Van Dongen	Multichannel retailing The global digital economy works in a new multichannel landscape. Adaptability and efficiency are key for businesses to thrive in it – but what must they adapt to? This session will focus on the major trends in multichannel retailing, consumer confidence, cross-border opportunities; targeting for profitability; logistics; efficiency and the environment, emerging challenges, and the great opportunities online offers to reach consumers everywhere. James Roper FRSA, CEO, IMRG and Chairman, IMR World
Room: Van Dongen	Online Payments Michel Lieffering, CEO Conrad Electronic International group
Room: Van Dongen	Distance selling and VAT - planning for success VAT is one of the most important issues (certainly the most important tax issue) that must be taken into account when selling goods to private individuals cross-border within the EU. Paul Quigley, Director - Meridian International VAT Consulting
Room: Auric	Opinions and reviews: internet user's growing participation Corinne Lejbowicz, CEO, Leguide.com
Room: Auric	Business analytics expertise Using Analytics to Optimize Your Online Business What are the key metrics that every retailer needs to look at What analytics are often misunderstood How to avoid analysis paralysis? Donna Darthuizen, Operations manager E-commerce, Tommy Hilfiger Europe B.V.
Room: Auric	Increasing debit cards secured online payment in Europe Eric W. Tomlinson, Group Head Debit Product Management, MasterCard
Room: Auric	Platforms & Technologies Troy Brown, Retail Practice Leader, Demandware
Room: Auric	Social Media: Rules & Regulation Brett Hurt, CEO and Founder Bazaarvoice

7:00 PM	Networking Reception and Dinner EMOTA and Shop.org are pleased to invite you to the exclusive dinner of the Global E-commerce Summit 2009. Join us for a sumptuous dinner at the beautiful Salle des Palmiers in the Monte-Carlo Bay Hotel & Resort. Salle des Palmiers has a wonderful seventies style wood-panelled decor and with its beautiful terrace overlooking the sea and magnificent sunset, a great networking dining experience. Venue: Monte-Carlo Bay Hotel & Resort Salle des Palmiers 40 Avenue princess Grace 98000 Monte Carlo Dress code: business casual
Go to Day 2: 28th of October

SPEAKERS
Patrick M. Byrne
	Chairman & CEO Overstock.com Click here for Full bio
Allan Christiansen
	CEO Telmore Click here for Full bio
Sucharita Mulpura
	Vice President, Principal Analyst, Forrester Research Click here for Full bio
Paul Delaoutre
	Chairman and CEO Galeries Lafayette Click here for Full bio
Bob Thacker
	Senior Vice President of Marketing and Advertising OfficeMax Click here for Full bio
Hiroshi Mikitani
	Chairman & CEO Rakuten Click here for Full bio
Kate Terry
	EVP Global Ecommerce Tommy Hilfiger USA Click here for Full bio
François Momboisse
	Directeur development international internet Fnac, President FEVAD, Vice-President EMOTA Click here for Full bio
James Roper FRSA
	CEO, IMRG and Chairman, IMR World Click here for Full bio
Michel Lieffering
	CEO from the Conrad Electronic International group Click here for Full bio
Paul Quigley
	Director of International VAT Consulting with Meridian Global Services Click here for Full bio
Richard Last
	Vice President and Director, New Business Development, JCPenney President, JCP Private Brand Retail Holdings, Inc. Chairman of the Board Shop.org Click here for Full bio
Sebastian Klare
	Head of Distance Selling, s.Oliver Click here for Full bio
Corinne Lejbowicz
	CEO, Leguide.com Click here for Full bio
Cyriac Roeding
	co-founder of MOBshop Click here for Full bio