where ideas take flight

Transcription

LUXOTTICA
VIRGIN AMERICA
ULTA
JCPENNEY
BASS PRO SHOPS
KIMPTON HOTELS
COSTCO
CUSTOMERS INCLUDED PHIL TERRY
BUILDING EMOTIONAL CONNECTIONS WARREN KORNBLUM
CENTENNIALS ARE COMING! ERIK MEDINA
PURPOSEFUL STORYTELLING SIMON MANWARING
GAP
STARBUCKS
VROOM AND DREESMANN
DARDEN RESTAURANTS
STAGE STORES
DUNKIN’ DONUTS
ROOMS TO GO
STRIDE RITE
DECKERS BRANDS
WHERE IDEAS TAKE FLIGHT
JUNE 3-5
DAY ONEWednesday, June 3
DAY TWOThursday, June 4
10:00am - 5:00pm 8th Street North - First Floor
Registration
7:00am - 8:00am Boulevard Room Breakfast: Sponsored by Merkle
11:30am - 1:30pm Boulevard Rooms (3) Workshops - Third Floor
Boulevard A Bond Brand Loyalty: #mobiloyalty
Boulevard B Epsilon: The Middle Class Squeeze
Boulevard C TIBCO: Modern Loyalty Concepts
8:00am - 8:20am Grand Ballroom Welcome to Day Two: Dave Sims and David Rosen
8:20am – 9:15am Grand Ballroom Erik Medina: Centennials Are Coming!
9:15am – 9:35am Grand Foyer & Normandie Lounge Refreshment Break: Sponsored by Bond Brand Loyalty
GENERAL SESSION
CONCURRENT SESSIONS
GENERAL SESSION
2:00pm – 2:10pm Grand Ballroom Welcome to CRMC 2015: Craig Wood,
CRMC Host and Group President, Advisory Services – The Futures Company
2:10pm – 3:05pm Grand Ballroom Simon Mainwaring: How Retail Brands
Use Purposeful Storytelling to Scale Profit and Impact
Grand Ballroom - Second Floor
Continental Ballroom – First Floor
9:35am – 10:20am Costco: From Mass to Personalization Costco’s Test and Learn Journey
10:20am – 11:00am Vroom and Dreesmann: One size does
not fit all - a retailer’s path to precision personalization
9:35am – 10:20am Kimpton Hotels: Leadership &
Collaboration
10:20am – 11:00am Darden Restaurants: Coalition
Loyalty in the US
3:05pm – 3:25pm Grand Foyer & Normandie Lounge
Refreshment Break: Sponsored by Bond Brand Loyalty
3:30pm – 4:10pm Grand Ballroom Starbucks: Forging an Emotional
Connection: Expanding Brand Loyalty for Starbucks in the Digital Age
4:10pm – 4:50pm Grand Ballroom Luxottica: Our CRM Journey Part II
4:50pm – 5:00pm Grand Ballroom Randy Jones: Naughty vs. Nice – The
Conference Edition
5:00pm - 6:30pm Grand Foyer & Normandie Lounge
Welcome Reception: Sponsored by Acxiom
7:00pm – 11:00pm E|P|I|C Lounge Retailer Dinner
Grand Ballroom - Second Floor
Continental Ballroom – First Floor
11:20am – 12:00pm Stage Stores: Defining the Customer
Ecosystem
12:00pm – 12:40pm JCPenney: Driving Customer Strategy
with Actionable Customer Analytics
11:20am – 12:00pm Deckers: Delivering a Valuable
Customer Experience
12:00pm – 12:40pm Gap: Intelligent Promotions –
Optimizing Discounts and Offers
12:40pm – 1:40pm Salon C Luncheon: Sponsored by Epsilon
1:40pm – 3:00pm Continental Ballroom Speed Dating with Sponsors (exhibits open during Speed Dating)
GENERAL SESSION
3:00pm – 3:50pm Grand Ballroom Warren Kornblum: Share of Heart
3:50pm – 4:10pm Grand Foyer & Normandie Lounge Refreshment Break: Sponsored by Bond Brand Loyalty
AGENDA AT A GLANCE
4:10pm – 4:50pm Grand Ballroom Stride Rite: A Sneak Peek at the Store of the Future
4:50pm – 5:10pm Grand Foyer & Normandie Lounge Nick Ivory: Mentalist & Illusionist
5:10pm – 6:40pm Networking Reception: Sponsored by Aimia
DAY THREEFriday, June 5
7:30am - 8:30am Boulevard Room Breakfast: Sponsored by Merkle
GENERAL SESSION
8:30am – 9:35am Grand Ballroom Phil Terry: Customers Included
9:35am – 10:15am Grand Ballroom Dunkin’ Donuts: You launched your Loyalty Program, now what? Lessons learned on
rallying your organization behind your program.
10:30am – 11:10am Grand Ballroom Virgin America: Every Moment Matters
11:10am-11:50am Grand Ballroom Bass Pro Shops, Luxottica, and ULTA: Customer Experience: What does it mean
for retailers?
11:50pm – 12:00pm Giveaway
12:00pm Adjourn
2
12:00pm – 1:30pm Boulevard A, Second floor Committee Luncheon
Recognizing Audiences in the
Murky Marketing Ecosystem
• 42% of marketers find the inability to accurately target the same user across
channels as a major challenge when running cross-channel campaigns.
• Want to know how to find your true consumer reach?
To learn more, visit
www.acxiom.com/crmc2015
to download a copy of Acxiom’s
latest white paper.
WELCOME
To all of our friends, colleagues, returning attendees, and first-timers,
WELCOME TO CHICAGO!For the majority of you from out of town, we hope your
flights were uneventful and on schedule. There is no question that air travel is not
as enjoyable as it once was, but it still is critical to keep our businesses and us on
the move. That’s why this year’s CRMC theme TAKE FLIGHT is particularly appropriate in helping marketers like you reach your company’s goals more efficiently
and effectively than ever. Like your flight, CRMC provides you the fuel to reach
your marketing destination on time. Our program provides you with information
like the plane’s radar to help you navigate through the challenges of a changing
consumer environment by understanding the potential of the technology that is
available to you. And, the powerful presentations are the inspirational engines
that provide the energy to help you stay on course.
• Simon Mainwaring will show you how to tell brand stories that will resonate
with your customers and build solid relationships with them.
We couldn’t provide this opportunity for our audience to soar higher without the
support from our sponsors. Special thanks to Diamond Sponsor, TIBCO, for their
commitment and belief that CRMC can make a difference in our industry. Thanks
to our Partner Sponsors—Acxiom, Aimia, Epsilon, Merkle, and Bond Brand Loyalty---without whom our conferences would not be such a valuable experience. And,
thanks to all of our other sponsors and supporters (whom we have highlighted in
our program) for demonstrating the loyalty and ongoing relationships that have
been the mission of this conference from day one.
• Erik Medina will help you understand today’s youth market (and not just
Millennials) in an exciting, multi-media presentation that will stimulate your
creative juices.
We encourage you to attend every session and event, as well as our sponsor
lounges and kiosks, as each one holds the opportunity to discover solutions that
can help you build truly successful customer relationships.
• Warren Kornblum, retail marketing veteran, will take an in-depth look at how
high-profile brands innovate by building share of heart.
Please put on your seatbelts, raise your tray tables, put your seat in the upright
position, and get ready to TAKE FLIGHT!
This year, we have brought together four diverse keynote speakers who will help
you reach your desired destination with your customers:
• Phil Terry will get you involved in an interactive exercise and share examples
that will help you build a successful customer strategy in today’s changing
world.
4
CRMC would not be what it is today without our retail friends openly and generously sharing what is working for their stores and what isn’t. Bass Pro Shops,
Costco, Darden Restaurants, Deckers, Dunkin’ Donuts, Gap, JCPenney, Kimpton
Hotels, Luxottica, Stage Stores, Starbucks, Stein Mart, Stride Rite, ULTA, Virgin
America, and Vroom and Dreesman will all be here sharing their stories with us.
We thank them for taking the journey with us.
DEVON WYLIE
CEO
CRMC
CRAIG WOOD
Group President of
Advisory Services
The Futures Company
DAVE SIMS
VP of Marketing & Loyalty
La Quinta Inns & Suites /
CRMC Chairperson
AIMIA MAKES BUSINESS PERSONAL
Aimia leverages your brand, strategy and
technology to create trusted relationships
and retail connections.
To learn more contact us at
[email protected]
or visit us at aimia.com
© 2014 Aimia Inc. All Rights Reserved.
We make connections that
bond people to brands.
Epsilon is much more than a marketing agency. We’re an allencompassing marketing partner for your brand. We find, acquire
and retain customers for brands around the world.
First, we find out who you need to talk to, understand who they
are, how they think and how to talk to them.
Then, we create targeted messages and experiences that hit the
right media, mindset and moment to convert them into customers.
After we’ve helped you win their business, we help you win their
hearts. We engage customers with your brand and turn them into
your most loyal fans so great results become sustainable.
epsilon.com
BREAKSThe Coffee and Afternoon Refreshment Breaks are located in the Grand
Foyer and Normandie Lounge, and will be held at 3:05pm on Wednesday; 9:15am,
11:00am, and 3:50pm on Thursday; and 10:15am on Friday. Coffee and Refreshment Breaks are sponsored by Bond Brand Loyalty.
EXHIBITSDiamond, Partner, and Platinum Sponsor conversation lounges are located in the Normandie Lounge; and Gold and Silver Sponsor Kiosks are located in
the Grand Foyer, just off the main ballroom. Lounges and kiosks are there for you
to visit during Breaks and Receptions, or any other time during the event. A map of
the exhibit area can be found on page 13.
EVALUATIONSYour feedback is vital to us as we develop next year’s program. An
electronic survey will be sent to you immediately following the event. For those of
you who prefer to record your thoughts in real time, printed Evaluations are also
available.
INTERNETComplimentary in-room wifi is provided to all CRMC attendees staying
in the Hilton Hotel. Your in-room login will work throughout the lobby and lounge
area of the hotel. Wifi is available in the meeting space at the Internet Lounge in
the Boulevard Foyer, and is sponsored by CrowdTwist.
MOBILE PHONESPlease remember to keep your phones in silent mode during
the presentations.
LUNCHEONThursday’s Luncheon will be held from 12:40pm -1:40pm in Salon C
on the lower level. The Luncheon is sponsored by Epsilon.
PRESENTATION SLIDESConference presentations that are made available to us
will be posted on our website following the event.
Q&ADon’t forget to raise your hand, identify yourself, and ask questions of our
presenters. You may also tweet or use our 2Shoes app to anonymously post and
vote on questions.
RAFFLEYour raffle card can be found inside your badge holder. Visit 20 of the
33 sponsor exhibits to receive a sticker, and be entered to win an iPad and other
great prizes at the end of the event. You must be present to claim your prize.
RECEPTIONSThe Welcome Reception will be held Wednesday from 5:00pm6:30pm, and is sponsored by Acxiom. The Networking Reception will be held
Thursday from 5:15pm-6:45pm, and is sponsored by Aimia. Both Receptions
will be held in the Grand Foyer and Normandie Lounge.
RETAILER-ONLY DINNERThe Second Annual Dinner, co-hosted by TIBCO Loyalty Lab along with CCG, MasterCard, and VeraCentra, will be held from 7:00pm11:00pm at E.P.I.C Lounge. All attending retailers are invited to network with
their retail peers in an upbeat and modern setting. If you did not RSVP during
registration but would like to attend, please let a CRMC Staff Member know.
Transportation from the hotel will be available at 8th Street South (next to the
CRMC registration area) from 6:45pm.
SPEED DATINGThe Speed Dating Session with CRMC Sponsors will be held on
Thursday from 1:40pm-3:00pm in the Continental Ballroom on the first floor.
If you have not completed or printed your Speed Dating Dance Card, please
let a staff member know so we may process one for you. Please refer to Page
14 for a map of tables. Speed Dating is available only for our Retail and other
BtoC attendees. Service Provider attendees are invited to visit Sponsor Exhibits
during the session.
STAFFStaff members wear identifying badges and are here to help, so please
feel free to call on them for questions or assistance.
7
BREAKFASTBreakfast will be served Thursday from 7:00am-8:00am, and Friday
morning from 7:30am-8:30am in the Boulevard Room on the Third Floor. The Boulevard Room can be accessed up the stairs at the far end of the Lounge Exhibit
area. Breakfasts are sponsored by Merkle, Inc.
GENERAL INFORMATION
BADGESPlease wear your badge at all times. Badges are required for access to
conference events, and those not wearing badges will not be allowed access to
event for security reasons.
8
MEDIA PARTNER
RETAILER DINNER
SILVER
GOLD
PLATINUM
PARTNER
OUR SPONSORS
DIAMOND
Data is the difference between educated guessing and calculated
performance. It transforms a hazy persona into an actual person
with individual, addressable behavior.
Data is how we move you from think to know.
Engage your customer across channels and touchpoints with
personalized experiences that drive loyalty, lifetime value, and
competitive advantage.
A Performance Marketing Agency
Data Driven, Tech Enabled: Digital I CRM I Loyalty
www.merkleinc.com
Q&A
3
3 WAYS TO ENGAGE AT CRMC 2015
Go to 2shoesapp.com/crmc2015 to
ask questions and vote on which questions
you want answered.
1
Raise your hand, introduce yourself,
and ask a question of our speakers. They’ll
appreciate it!
9:41 AM
2
Send a question via Twitter to
@CRMCRetail.
9:41 AM
100%
Win an iPad mini!
Ask the most questions via Twitter/2Shoes
and win an iPad mini at the end of the event.
10
Remember to enter your name when using 2Shoes
100%
35
%
of customers wouldn’t be
loyal to your brand without
a loyalty program.*
*SOURCE: THE 2015 BOND LOYALTY REPORT
THAT COULD BE GOOD OR BAD,
DEPENDING ON WHETHER
YOU’RE A CMO OR A LOYALTY
PROGRAM OWNER.
Download the 2015 Loyalty Report at
bondbrandloyalty.com to learn more
or give us a call at 1 844 277 2663
LOWER LEVEL
GRAND FOYER
Gold & Silver
Sponsor Kiosks
Luncheon
Salon C
FIRST FLOOR /
LOBBY LEVEL
Registration
8th Street North
Concurrent Session
Continental
Speed Dating
Continental
SECOND FLOOR
General Session
Grand Ballroom
Diamond, Partner & Platinum Sponsor
Conversation Lounges
Normandie Lounge
Gold and Silver Sponsor Kiosks
Grand Foyer
THIRD FLOOR
Breakfasts
Boulevard Room
Day One Workshops
Boulevard Rooms
12
Internet & Networking Lounge
Boulevard Foyer
Second Floor
Gold & Silver
Sponsor Kiosks
GENERAL SESSION
Grand Ballroom
BOULEVARD ROOMS
Pre-Conference Workshops, Breakfasts
& the Internet & Networking Lounge
Escalator
Lobby
Stairs
Hotel Foyer
Stairs
First Floor
NORMANDIE LOUNGE
Diamond, Partner & Platinum
Conversation Lounges
Bar
13
Bar
14
Continental Ballroom
First Floor
SPEED DATING
ENTRANCE
STAGE
WANT BUZZ WORDS?
OR REAL SOLUTIONS.
Brierley+Partners offers the full range of proven retail CRM + Loyalty solutions.
The Thinking. The Technology. The Execution.
Contact us today at 800-899-8700 or visit us at brierley.com
Advancing CRM + Loyalty
LOYALTY MATTERS.
Eighty-four percent of consumers would spend more with
retailers that offer points for activities other than spending.1
Visit CrowdTwist in the
Normandie Lounge.
CrowdTwist is an industry-leading provider of comprehensive
multichannel loyalty and analytics solutions that drive
engagement and incremental spend, leading to better customer
data, stronger insight, and more personalized experiences.
1
Actions Trump Discounts In Newest Customer Loyalty Trends, Forbes, June 10, 2014
Loyalty. Engaged.
AGENDA
10:00am - 5:00pm
DAY
REGISTRATION
Registration Desk, 8th Street North - First Floor
WORKSHOPS BOULEVARD ROOMS
11:30am - 1:30pm
Boulevard B
EpsilonThe Middle Class Squeeze
Boulevard C
TIBCOModern Loyalty Concepts
See Page 36 for Workshop Descriptions
GENERAL SESSION GRAND BALLROOM
2:00pm – 2:10pm
Welcome to CRMC 2015
Craig WoodCRMC Host and Group President, Advisory Services – The Futures Company
1
Wednesday, June 3
Boulevard A
Bond Brand Loyalty#mobiloyalty
Simon MainwaringCEO – We First
2:10pm – 2:55pm
How Retail Brands Use Purposeful Storytelling
to Scale Profit and Impact
In this engaging and compelling presentation, Simon Mainwaring will help you frame brand stories that will
drive consumer engagement via leading conversations. Learn how to build self-sustaining consumer communities that increase sales
and shape culture by hearing detailed case studies and real world examples. You will discover how your brand can maintain a leadership position by framing its story to inspire consumer loyalty, and by leading a conversation that impacts your customers’ behavior. Attend this session to learn what stories retailers must tell to command consumer attention and to turn customers into brand advocates!
2:55pm - 3:05pm
Simon Mainwaring Q&A
17
REFRESHMENT BREAK GRAND FOYER & NORMANDIE LOUNGE
3:05pm – 3:25pm Sponsored by Bond Brand Loyalty
GIVE ME MORE
FOR BEING LOYAL
REWARDING CUSTOMER
ENGAGEMENT TO
INCREASE SALES
Turn your shoppers into loyal
advocates and transform
relationships into profit.
As a worldwide leader in loyalty
marketing and CRM, ICLP builds
loyalty and creates devotion.
To discover how we create rewarding
customer relationships and deliver
commercial results, visit our stand in
the sponsor lounge.
iclployalty.com
A COLLINSON GROUP COMPANY
Session Introduction Marshall StantonSVP, Client Services and Operations - Aimia
3:30pm – 4:00pm
StarbucksForging an Emotional Connection: Expanding Brand Loyalty
for Starbucks in the Digital Age
1
Continued
There are many reasons for Starbucks’ unparalleled success in creating loyalty over the past 40 years, including the important relationship between our baristas and customers. The micro connections our partners make with our customers every day forges a familiarity
and intimacy that transcends the transactional exchange and creates true, best-in-class loyalty. As technology redefines bedrock
assumptions about the best ways to conduct business, though, Starbucks must evolve, expand and amplify this relationship if we are
to continue to have a special place in our customers’ hearts. The critical component of this evolution is the My Starbucks Rewards
(MSR) program, the bridge between off-line and on-line customer connectedness. Through our loyalty program, we are creating a new
lens that puts the customer interaction at the center of our communication. Offers and messaging need to be viewed through the lens
of, “How would a barista have that conversation?” and “How does this help our customers have a better day?” By doing so -- and by
creating a world-class technology platform that gives our baristas the tools to do what they do best -- we intend to be trailblazers on
the path to creating true loyalty and brand love in the digital age.
DAY
3:25pm – 3:30pm
Aimee Johnson
Vice President, Global Loyalty, CRM Analytics & Strategy
Starbucks Coffee Company
4:00pm – 4:10pm
Starbucks Q&A
4:10pm – 4:40pm
LuxotticaOur CRM Journey Part II
Last June, the Luxottica Italians walked CRMC 2014 attendees through their rationale for insourcing their North American CRM operations and infrastructure. They outlined company expectations and provided valuable lessons for attendees who were considering a
similar transition. Based on numerous requests from the CRMC audience to hear the rest of their journey, Nicola will be joining us again
along with Tizano for a review of their organizational transition; their growth into predictive analytics; the expansion of their campaign;
and the addition of new Brands. They will also outline the execution of their plans to “go global”. Join this session to learn even more
from their continuing journey, and don’t forget to raise your hand during Q&A for a chance to win Ray Ban and Oakley sunglasses in
the ‘Luxottica CRMC Sweepstakes’!
Nicola Saraceno
Vice President, CRM
Luxottica
4:40pm – 4:50pm
Luxottica Q&A
4:50pm – 5:00pm
Randall Kenneth Jones Naughty vs. Nice – The Conference Edition
Tiziano Cembali
Senior Director, Customer Analytics & CRM
Luxottica
WELCOME RECEPTION GRAND FOYER & NORMANDIE LOUNGE
5:00pm - 6:30pm
Sponsored by
RETAILER DINNER E|P|I|CLOUNGE
Hosted by CRMC & TIBCO Loyalty Lab. Co-Hosts CCG, MasterCard, VeraCentra. All retailers welcome. Please RSVP when registering, or let a staff member know on-site that you plan to attend. Transportation will be provided from the hotel.
19
7:00pm – 11:00pm
BUILDING
THE CASE FOR
LOYALTY?
If so, you’re likely facing 101 questions to
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7:00am - 8:00am
DAY
BREAKFAST BOULEVARD ROOM
Sponsored by
8:00am – 8:05am
Session Introduction
Richard McDonaldSVP Strategy & Growth - Epsilon
8:05am – 8:20am
Welcome to CRMC 2015: The State of the Industry
In a period of immense change, many consumer marketers find themselves returning to practical roots while others seek to
redefine what it means to engage with consumers more creatively, more dynamically and more grounded in facts and analysis.
Regardless of your own approach, there is no denying that the focus of CRM is evolving like never before. David Rosen has been
an active contributor to CRMC for the past decade, and is truly committed to its success and the value that it provides to its
participants. Dave Sims is a long-term member of the CRMC Advisory Board, past CRMC Presenter, and our esteemed 2015 Board
Chairperson. These seasoned CRMC’ers will help you begin this information-packed day with a fresh perspective and a focused
view of why you are here. Be sure to join us right after breakfast for this important conference introduction!
Dave Sims
CRMC Advisory Board Chairman and
Vice President Marketing & Loyalty
La Quinta Inns & Suites
Thursday, June 4
2
David Rosen
Strategy, Analytics & Consumer Insights
TIBCO
Erik MedinaVice President – The Futures Company
8:20am – 9:05am
Centennials are Coming! Centennials Are Coming! Who they
are and how they will impact retail
Join Erik as he takes you on an all-new multimedia journey below the surface of today’s young people, uncovering invaluable insights into the ways they think and behave, what they value and perceive, and how their current mindsets impact
their decision-making today and in the future. But in talking about “youth”, it’s time to face facts: “Millennial” is no longer synonymous
with “youth”—the oldest of the generation are in their mid-30s now, and the youngest are past high school. If you’re a retailer focused
on teens, or the consumers who are driving youth trends, it’s time to look beyond Millennials to the next generation—a group we
call Centennials. Born from 1997 to Present, Centennials are notably different from Millennials, and many of those differences are
manifesting in their engagement with shopping and brands. In this session, we’ll explore how the Centennial mindset manifests along
the buying journey; how these young peoples’ relationships to and with retail changed given both their mindsets and broader trends in
their behaviors; and what the future of retail will look like given the increased C2C and omni-channel efforts in the marketplace today.
So, get ready to: Dive deep. Challenge your thinking. Learn the latest trends. You’ll get smarter with the TRU Youth MONITOR, the most
in-depth, in-the-know, in-demand youth syndicated offering on the planet.
9:05am - 9:15am
Erik Medina Q&A
21
9:15am – 9:35am
Sponsored by Bond Brand Loyalty
HOW DOES YOUR
LOYALTY PROGRAM
MEASURE UP?
Get on course with LoyaltyOne Compass
Our online reporting solution monitors, measures,
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It also includes:
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Benchmarks and metrics
Strategic and tactical insights
Leverage deep industry expertise and discover how
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Visit us at the Normandie Lounge
Contact Scott Thompson at
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loyaltyoneconsulting.com
9:35am – 9:40am
9:40am – 10:10am
DAY
CONCURRENT SESSION GRAND BALLROOM - SECOND FLOOR
Jim HaroldVice-President - Acxiom
CostcoFrom Mass to Personalization - Costco’s Test and Learn Journey
Connie Hill
President
VeraCentra
Robin Ross
Senior Director, Corporate Marketing and Membership
Costco Wholesale
10:10am – 10:20am
10:20am – 10:50am
2
Continued
In 2014, Costco member loyalty, as measured by renewal rates, hit record levels with US memberships renewing at a 91% rate. But in
today’s shifting customer landscape, past successes don’t guarantee future growth. How does Costco, a company built on volume, shift
gears to focus on micro-segments? Like many retailers, Costco is undergoing a major modernization effort to replace legacy systems
which will enable CRM agility. Since these efforts commonly span several years, Robin is using this time to prepare his organization
for new and different CRM strategies. Robin will discuss his balanced approach, maintaining what’s been successful, while testing to
understand the impact of personalized member messages on critical Costco KPI’s.
Costco Q&A
Vroom and DreesmannOne Size Does Not Fit All - a retailer’s path to precision
personalization
V&D is a well-known Dutch chain of department stores with nearly 70 locations throughout the Netherlands. Products range from
apparel and jewelry to housewares and electronics. Stores also feature restaurants, travel agents, bakeries, and banks. It’s a diverse
collection of brands and products and a very complex marketing challenge. During this session you will learn how V&D addressed that
challenge by embracing precision personalization and evolved from a generic marketing program to dynamic data-driven targeted
dialogue. See the step-by-step transformation of their customer engagement program from a small pilot to a full scale integrated
approach.
Helen Zuurmond
Head of CRM
Vroom and Dreesmann
Bas Karsmeijer
CRM Marketing Analyst
Vroom and Dreesmann
Nicolas Worth
Chief Marketing Officer
Selligent
10:50am – 11:00am
Vroom and Dreesmann Q&A
23
11:00am – 11:20am Sponsored by Bond Brand Loyalty
Actionable Consumer Intelligence.
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Please visit us in the Normandie Lounge at CRMC!
We invite you to contact us...
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Jerry Joyce
SVP, New Business Development
303.240.5579
[email protected]
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Stage StoresDefining the Customer Ecosystem
Follow Stage Stores’ journey to evolve their marketing strategy and re-invent their customers’ experience. You will learn how an organization without a clear vision of the customer overcame this challenge, and reshaped the internal perception of who their customer
is and what she is looking for. This involved defining the customers’ rational and emotional drivers of spend and brand loyalty, while at
the same time aligning internal stakeholders around a new action plan. You will hear challenges faced along the way, along with early
wins and insight into how the goal was achieved.
DAY
11:20am – 11:50am
Continued
2
Bill Gentner
CMO
Stage Stores
11:50am – 12:00pm
Stage Stores Q&A
12:00pm – 12:30pm
JCPenneyDriving Customer Strategy with Actionable Customer Analytics
Marketing is faster and more complex than ever. We are living in a chaotic, lightning-fast marketplace, and many of us are struggling
with how to deploy marketing resources to create an emotional connection with our customers and engage them in new, effective
ways that also achieve impressive, repeatable results that deliver real business outcomes. JCPenney, one of the nation’s largest
apparel and home furnishings retailers, is embracing new technologies and data to be a leader in Customer-Led marketing. Attend
this session to learn from Michael, Reisa, and Jeff on how they have built an infrastructure to ensure a 360 degree view of each
individual customer which leverages customer data and supports customer communications across multiple channels. You will learn
how JCPenney targets the right customers with the right message at the right time by leveraging an integrated platform; how loyalty
inspires better customer experience and engagement; how data increased the efficiency of their marketing campaigns; and what
strategies they used to drive brand engagement and improve their results.
Michael Cleavinger
Director of Analytics/Insights
JCPenney
Reisa Faller
Director of Customer Strategy and Execution
JCPenney
Jeff Kindle
Vice President and General Manager Enterprise Client Services
Epsilon
JCPenney Q&A
25
12:30pm – 12:40pm
Retailers
The wait is over!
The alignment of technology, data, analytics,
and services via one partner is now a reality
1.877.937.6245
www.yeslifecyclemarketing.com
9:40am – 10:10am
Kimpton Hotels & RestaurantsLeadership and Collaboration - Integrating
loyalty and relationship marketing to set a new standard for loyalty marketing
Maggie Lang
Senior Director, Guest Marketing
Kimpton Hotels & Restaurants
10:10am – 10:20am
Kimpton Hotels & Restaurants Q&A
10:20am – 10:50am
Darden RestaurantsCoalition Loyalty in the US
2
Continued
Frequent traveler programs have been around for 30+ years, and while there’s been an evolution, there’s increasingly less differentiation. As loyalty programs proliferate in a world of big data, all the evidence points (no pun intended) to emotional loyalty trumping
transactional approaches. Hospitality, like retail, is a category where this reality is most evident. Kimpton, the inventor of the “boutique” hotel concept, embodies this approach better than any hotel brand. With the launch of Kimpton Karma, the San Francisco
based company sets a new standard in how a customer-focused strategy can deliver real engagement – from guests and employees
-- and personal connections that drive loyalty, bookings and brand affinity. Join us for this session and hear Kimpton discuss modern
approaches to building and enabling loyalty and customer relationships through loyalty programs like Karma and smart relationship
marketing. Attend this presentation to learn about different types of data and how they are used, and discover new strategies that are
customer and business focused, delivering across all KPI’s. Maggie and Phil will explain approaches by channel (guest-facing, digital,
social). Examples, results, and a summary of best practices will be included.
DAY
CONCURRENT SESSION CONTINENTAL BALLROOM – FIRST FLOOR
Phil Rubin
CEO
rDialogue
Although a very popular loyalty approach abroad, coalition loyalty experienced several “failure to launch” moments in pursuit of U.S.
adoption. However, with standalone loyalty programs experiencing less than stellar participation rates, a successful deployment of
coalition loyalty may be exactly what U.S. brands need. Brandon will discuss how new payment-linked transaction trends and the
growing mobile-enabled marketplace presents the perfect opportunity for coalition loyalty in the U.S. and how fuel, easily attainable
and frequently purchased, provides as a strong universal currency to power a coalition loyalty across the U.S. Ken and Todd will then
present a Darden Restaurants/Shell example of coalition loyalty at work. Supported by known consumer behaviors, enticing rewards
and frequent opportunities to earn and redeem from a coalition of partners and brands, learn why coalition loyalty finally has a sound
footing in the U.S. marketplace, and its time is now.
Ken Bott
Director, Commerce Program & Partnerships
Darden Restaurants
Todd Gulbransen
Manager of Loyalty
Shell North America
Brandon Logsdon
President & CEO
Fuel Rewards Program
10:50am – 11:00am
Darden Restaurants Q&A
27
DAY
11:20am – 11:50am
2
Deckers BrandsDelivering a Valuable Customer Experience through a
Connected CRM System
Continued
Deckers is on a mission to transform the customer experience, but with disparate systems and siloed organizational alignment, delivering a true omnichannel experience has been a challenge with a lack of customer insights and marketing inefficiencies. Attend this
session to hear the objectives, considerations and implications faced in their commitment to build a truly connected CRM system from
scratch, connecting all of their brands. The discussion will cover all facets of the transformation, from the foundation of a marketing
database to the integration of loyalty and organizational alignment – all to deliver a more valuable customer experience.
John Kalinich
SVP, Omni-Channel Operations & eCommerce
Deckers Brands
Mark Guenther
Vice President, Client Leadership Team
Merkle
11:50am – 12:00pm
Deckers Brands Q&A
12:00pm – 12:30pm
GapIntelligent Promotions – Optimizing Discounts and Offers
In a sea of choice, retailers must find new ways to differentiate and appeal to their consumers. In this session Cari and Sean will
discuss how an intelligent approach to promotions can help brands win customer loyalty and protect themselves against the transient,
fickle, and promiscuous nature of today’s shopper. From simply repackaging a discount, to incorporating a ‘Do This, Get That’ approach
and migrating sales away from the public space—this duo will draw on unique perspectives from both the brand and agency side on
how best to build loyalty to the brand. You will learn how Gap is reinvigorating their brand with experience-based drivers of satisfaction,
as well as key insights reported in Bond’s 2015 Loyalty Report, and what brands and marketers can do to drive loyal consumer behavior
in a crowded market place.
Cari Roberts
Senior Marketing Manager
Gap.com
12:30pm – 12:40pm
Gap Q&A
LUNCHEON SALON C
12:40pm – 1:40pm
Sponsored by
SPEED DATING WITH SPONSORS CONTINENTAL BALLROOM
28
1:40pm – 3:00pm
Exhibits open during Speed Dating session. See map on page 14.
Sean Claessen
EVP of Strategy and Executive Creative Director
Bond Brand Loyalty
3:00pm – 3:05pm
DAY
Mark GuentherVice President Client Leadership Team - Merkle
Warren KornblumChief Strategy Officer – Rooms to Go
3:00pm – 3:05pm
Warren brings his unique perspectives on high profile brands who have achieved Share of Heart as well as the
challenges in gaining this exalted brand status. His talk is thought provoking, inspiring and motivational. He
is the current Chief Strategy Officer at Rooms to Go and the former Chief Marketing Officer for Toys“R”Us where he was responsible
for all of the company’s divisions on a global basis. He served on the Toys“R”Us, Inc. Executive Committee for over five years. Warren
has first hand experience in dealing with change, managing a world class brand and provides unique insights into how all facets of an
organization should take ownership of their brand and utilize it to their personal and collective advantage. Warren is in the final stages
of writing his first book and also works with companies through his Shadow Branding Group.
3:40pm – 3:50pm
2
Continued
Share of Heart
Warren Kornblum Q&A
3:50pm – 4:10pm
Sponsored by Bond Brand Loyalty
4:10pm – 4:40pm
Stride RiteA Sneak Peek at the Store of the Future
At Stride Rite, we’re inspired by real life. Beyond designing the cutest kids shoes for everyday and every occasion, we’re committed to
making the real world just a little easier for moms and dads. From meltdowns and messes to hugs and kisses, we strive to innovate
around life’s little challenges. After all, we are moms too. This summer, Stride Rite will launch its Store of the Future with the sole-intention of making shopping for kids shoes much easier. From digital signage, to tablet devices, and a rewards program 2MM member
strong, the store of the future will deliver a seamless omni-channel consumer experience. In addition to technology, Stride Rite will offer
consumers an easy way to donate worn or grown out shoes in partnership with Soles4Souls. Stride Rite infuses consumers insights
into brand strategy, retail planning, and marketing communications. During this session, get a sneak peak of Stride Rite’s store of the
future and hear first-hand how they’ve designed a Millennial Parent inspired store by strategically using customer data.
Kiran Smith
Vice President Marketing
Stride Rite Children’s Group
4:40pm – 4:50pm
4:50pm – 5:10pm
Danielle Leveille
Director, Direct-to-Consumer Marketing
Stride Rite
Stride Rite Q&A
Nick IvoryMentalist & Illusionist
Shattering everything logical with a simple flick of the wrist, Nick Ivory is a unique force in the world of Magic.
Nick’s mind-blowing illusions, pure pulsating talent and passionate unpretentiousness will never leave you
deluded with the sleight-of-hand that is associated with the typical street performer. Before you can question
his method, he’s taken your wedding ring, changed dollar bills into twenties right before your eyes, and told
you what your dreams were last night.
NETWORKING RECEPTION GRAND FOYER & NORMANDIE LOUNGE
Sponsored by
29
5:10pm – 6:40pm
DAY
Friday, June 5
3
BREAKFAST BOULEVARD ROOM
7:30am-8:30am
Sponsored by
8:30am – 8:35am
Sean ClaessenEVP of Strategy and Executive Creative Director - Bond Brand Loyalty
Phil TerryCEO – Collaborative Gain
8:35am – 9:25am
Customers Included
Phil Terry, CEO of Collaborative Gain, will present topics from his new book, “Customers Included”, which is
based on working with more than 300 startups and large brands from the early days of the web through
the recent changes in mobile and social computing. A pioneer in both customer experience and digital business, Phil debunks the
conventional wisdom about “customer-centric” business suggesting instead a simpler and more holistic approach for including customer insights in key decision-making. Phil begins his talk with an interactive exercise that challenges the audience to think and see
in new ways, then walks the audience through a number of well-known and untold stories from businesses like Apple and Netflix and
concludes his talk as he does in his book by pointing out the most critical thing he learned in 15 years that almost no one understands
or talks about – but, if implemented, changes everything.
9:25am – 9:35am
9:35am – 10:05am
Phil Terry Q&A
Dunkin’ DonutsYou launched your Loyalty Program, now what?
Lessons learned on rallying your organization behind your program.
For a marketer the launch of your loyalty program is a huge accomplishment but getting your program up and running for your
customers is only part of making your program come to life. Engaging your entire organization and making the program a part of the
fabric of other teams outside of marketing is important to ensuring you are driving your program towards long term success after
launch and after the task forces are over. Hear from Dunkin’ Brands as they discuss lessons learned from launching DD Perks Rewards
in 2014 and how they are working with their cross-functional partners to migrate from a program launch to being a part of everyday
organizational culture.
Paul Murray
Senior Marketing Manager, Digital & Loyalty Marketing
Dunkin’ Donuts
10:05am – 10:15am
Dunkin’ Donuts Q&A
30
DAY
10:30am-11:00am
3
Virgin AmericaEvery Moment Matters
Continued
In 2007, Virgin America launched with a pretty radical idea: to create an airline that people love. Today the California-based airline has
achieved the seemingly impossible: shaken up an entire industry and made flying fun again with its mood-lit cabins, three beautifully
designed classes of service and innovative fleetwide amenities — like touch-screen personal entertainment, WiFi and power outlets at
every seat. Named by Fast Company as one of the ‘world’s most innovative companies’, Virgin America has grown its loyal following of
flyers across the country, with its Elevate loyalty program now exceeding 3.6 million members. What’s the secret? It starts by listening,
applying insights to every brand touch point and always looking for ways to challenge the status quo to the benefit of your guests.
Join Stuart Dinnis, Director of Guest Loyalty for Virgin America and Nick White, Vice President of Client Sales for Alliance Data as they
discuss how Virgin America leverages insights to take airline travel from the mundane into something extraordinary.
Stuart Dinnis
Director of Guest Loyalty
Virgin America
11:00am – 11:10am
11:10am – 11:40am
Nick White
Vice President of Client Sales
Alliance Data
Virgin America Q&A
Bass Pro Shops, Luxottica, and ULTA Panel
Customer Experience – what does it mean for retailers?
What does customer engagement and customer experience really mean? An often-used term with many different interpretations.
Come to this session to hear your peers share their perspectives. You will get practical points of view on the total customer experience.
Not only the digital customer experience-- but also the product, merchandising, store and service components. You will learn how
smarter, accelerated analytics are shaping all of these customer experience touchpoints. The panelists will also give their views on the
shape of successful execution roadmaps, provide practical advice on land mines and pitfalls, and share where they think the “smart
pucks vs shiny objects” are headed.
Nicola Saraceno
Vice President, CRM
Luxottica
Eric Messerschmidt
VP Marketing Strategy, Loyalty & CRM
ULTA
Erica Thompson-Moran
Retail Advisory Consultant
Kobie Marketing
Dwayne Foresee
Manager, Decision Support
Bass Pro Shops
Moderated by Mike BlythChief Operating Officer - Aginity
11:40am – 11:50am
Customer Experience Panel Q&A
11:50am – 12:00pm
Giveaway
12:00pm
Adjourn
COMMITTEE LUNCHEON BOULEVARD A, SECOND FLOOR
32
12:00pm – 1:30pm
Committee Luncheon
Adobe Marketing Cloud
Don’t just reach your
customers. Know them.
We can help you bring together all of
your data and content into a single place,
so you can deliver the ideal experience to
every customer, every time.
© 2015 Adobe Systems Incorporated. All rights reserved. Adobe and the Adobe logo are either registered
trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries.
All other trademarks are the property of their respective owners.
Your Customers. Our Cardmembers.
A Perfect Match
Partner with Discover DealsSM and watch
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opportunities. Leverage our advanced targeting
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Whether it’s new customer acquisition or
increasing loyalty, Discover Deals can connect
you directly with customers to help grow
your business.
Stop by our kiosk in the Grand Ballroom
Foyer for a live demo of Discover Deals
©2015 Discover Bank, Member FDIC
15DCRW_03ADV_0315_00448_FINAL.indd 1
3/18/15 11:25 AM
ADVISORY BOARD
Advisory Board Chairman
CRMC Host
Joy Garcia
Vice President, Customer Marketing
Stage Stores
Craig Wood
Group President
The Futures Company
Drew Graham
Director of Field Services (CRM)
Love’s Travel Stops & Country Stores
Michael Anderson
Vice President, Marketing
Sears Holdings
Jesse Blount
Divisional Vice President, Marketing
Bealls Department Stores
Sean Breckenridge
Senior Director of Marketing
Bass Pro Shops
Kimberley Brennan
Director, Loyalty Programs
Peet’s Coffee & Tea
Chuck Chapek
Vice President, CRM Customer Experience &
Analytics
Brooks Brothers
Paulo Claussen
Director of Loyalty
ULTA
Jay Dunn
CEO
Chief Outsiders
Kelly Eisinger
Director of CRM
Victoria’s Secret
Matt Kassan
Director, NOOK CRM Marketing
Barnes & Noble
Mara Kelly
Vice President, CRM & Loyalty
Toys”R”Us
Carol McIntyre
Vice President CRM & Loyalty
L’Oreal
Cecelia McLaughlin
Vice President Direct Marketing
Macy’s
Jenn McMillen
Vice President, CRM
Michaels Stores
Cheryl Meade
Director, CRM
Lane Bryant
Dave Melnick
CRM, Loyalty Marketing & Research
Consultant
Eric Messerschmidt
Vice President CRM and Loyalty
ULTA
Charles Pascalar
Vice President of Marketing
Payless ShoeSource
Tim Pitt
Rent-A-Center
Sarika Rastogi
Assistant Vice President, CRM and Loyalty
Lancôme at L’Oreal
Ted Rubin
Social Marketing Strategist, Brand Evangelist
The Rubin Organization, LLC
Linda Spellman
Vice President, CRM and Direct Marketing
Carter’s
Yoshi Tanaka
Senior Manager
American Airlines
Erica Thompson
eCommerce and CRM
Consultant
Jim Thompson
Omnichannel Marketing
Consultant
35
Dave Sims
Vice President of Marketing & Loyalty
La Quinta Inns & Suites
This workshop will use an analytics-led approach to understanding how elements
of modern loyalty strategies impact customer behavior. We will look at how program structures, tactics, communications and rewards perform, using data-driven examples to illustrate results. Attendees will learn how customer retention efforts have evolved in the last few years and understand what works best in 2015.
Michael Greenberg is Senior Director, Solution Consulting at TIBCO, where he
applies technology and analytics solutions to the needs of consumer marketers.
With more than 15 years in direct customer loyalty work, Michael brings a deep
knowledge of a wide range of industries and programs to this workshop.
MICHAEL GREENBERG
Senior Director, Solution Consulting
TIBCO
Bond Brand Loyalty#Mobiloyalty
Mobile is a strategic high-ground, in loyalty. It is, at once, a combination of communication conduit, unique identifier, and payment vehicle. Mobile adds utility to
marketing, in a way that loyal customers appreciate, as part of an improved
customer experience. Through our national loyalty study, The Loyalty Report
2015, we have confirmed a high interest in mobile in loyalty, among consumers.
In fact, half of consumers are interested in interacting with their brands through
their mobile device, yet meanwhile, roughly 60% of those same customers are
unsure whether their brand even offers a mobile app. Brands need to move much
more quickly to mend the gap between customer interest and customer activity.
This Workshop session will lean on the new insights gleaned from The Loyalty
Report 2015, specifically mobile’s role in loyalty. We will share the extent to which
consumers are satisfied with the mobile experiences enabled by brands, including examples of which brands are doing mobile effectively (and not). We will
highlight consumer preferences and usage data related to the features available
within brands mobile apps, and we will workshop the role that mobile plays, and
could play, in driving loyalty to the brand. This workshop will arm participants with
insights answering key questions loyalty marketers are asking about mobile today, including how can mobile make my loyalty program experience better? How
can mobile enhance the overall experience customers have with the brand? And
how can mobile drive loyalty to our brand?
SCOTT ROBINSON
Senior Director Loyalty Design & Solutions
Bond Brand Loyalty
36
SEAN CLAESSEN
EVP Strategy & Executive Creative Director
Bond Brand Loyalty
WORKSHOPS
TIBCOModern Loyalty Concepts
EpsilonThe Middle Class Squeeze
The reality is that in spite of a brighter overall financial outlook, the middle class
is being squeezed and their shopping behavior is being influenced by this. With
a reduced demand for services, the very brands that have catered to the middle
class are feeling the impact as well with retailers such as Kmart, JCPenney’s
and Sears struggling to stay in business. The effects of this phenomenon are
now rippling through one sector after another in the American economy, from
retailers and restaurants to hotels, casinos and even appliance makers. In this
session Richard and Matt will discuss how brands can best seize the opportunity
to engage with this evolving and often abandoned demographic. Capabilities and
expertise—from technology to data insights to creative execution—can build and
manage the entire brand experience turning increasingly fickle and rationally
driven customers into loyal ones. Participants will discover how brands can best
tap into opportunities to deepen connections with their current middle class customers, by better leveraging data to deliver more emotional and engaging benefits via their CRM program, what are some key high-level principles that deliver
a more effective and differentiated CRM experience (across the entire customer
journey), and why some clients, such as big stores and restaurants, are chasing
richer customers with a wider offering of high-end goods and services, while
others are focusing on rock-bottom prices to attract the expanding ranks of cost
conscious consumers. Key Takeaways include how the influence of data can
be utilized to stay a step ahead of buying behavior, how to build a reciprocal
loyalty experience, how can brands that typically cater to the middle thrive while
delivering the services and value shoppers demand, and how attendees can use
these insights, strategies and tools to make the most significant impact today.
RICHARD MCDONALD
SVP Strategy & Growth
Epsilon
MATT MARTELLA
Vice President of Business Development
Conversant
RELEVANCE
EQUALS RESPONSE
At RR Donnelley, we have the expertise, talent and
technology to help you create retail direct marketing
campaigns on every channel — from inbox to mailbox.
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the channels to help you create powerful connected
experiences that strengthen your relationship with the
consumers you need to reach.
LEARN MORE
Visit us in the Grand
Ballroom Foyer
Contact us today!
800.722.9001
www.rrdonnelley.com
Copyright © 2015 R.R. Donnelley & Sons Company. All rights reserved.
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IMPRESSions
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NAVIGATING
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2015_1to1_CRMC_Horizontal_FINAL.indd 1
2/12/15 8:51 AM
Today’s
consumer is
savvy and
sophisticated.
Marketing efforts must be well-timed
and highly personalized.
What if you could make stronger connections, secure more frequent sales,
and make the most of loyalty? Our insights provide retailers with strategies
to create compelling content from data. We expertly identify new prospective
customer groups, recommend data driven creative and a direct mail contact
methodology that engages and inspires consumers to take action.
Visit our kiosk and meet
John Puterbaugh, Ph.D.,
www.qg.com
Managing Partner & Chief Digital Officer,
Blue Soho. John is the industry leader in
mobile-first brand activation strategy!
Simon’s first book, We First: How brands and consumers use social media to build
a better world (Palgrave Macmillan) is a New York Times, Wall Street Journal, and
Amazon bestseller. It was named an Amazon Top Ten Business Book for 2011,
800CEORead Top Five Marketing Book for 2011, and strategy+business named it
the Best Business Marketing Book of 2011. It has been translated into Russian,
Chinese, Taiwanese and Korean. Simon was included in Trust Across America’s,
“Top 100 Thought Leaders in Trustworthy Business Behavior for 2012.” He has
been featured in Advertising Age, Adweek, Huffington Post, Inc. Magazine, Fast
Company, GOOD Magazine, and Mashable, as well as appearing on the NBC, CBS,
CBC, Business News Network, BNet, Business RockStars and Harpo Radio.
Simon is a sought after international speaker with keynote engagements including the Cannes International Advertising Festival, Royal Society of Arts, SXSW, National Press Club, TEDxSF, National Speakers Association, as well as brands such
as Google, Coca-Cola, General Motors, Gucci, Patagonia, First Data, and Nextel.
He was voted a Top 5 Marketing Speaker for 2012 and 2013 by Speaking.com.
40
Prior to starting We First, Simon was an award-winning Nike creative writer at Wieden & Kennedy and worldwide creative director for Motorola at Ogilvy, as well as
consulting on dozens of Fortune 500 brands for leading advertising, production,
and digital companies. As writer or creative director, he worked on the U.S. launch
of all generations of the Toyota Prius, the largest national service campaign for
the Entertainment Industry Foundation that brought together all four major TV
networks for the first time in U.S. television history, and numerous award-winning
campaigns for Nike. His creative work has received over sixty international creative awards at the Cannes Advertising Festival, the One Show (U.S.), the Kelly
Awards (U.S.) and the British Design & Art Direction Awards, among others. Simon studied Law and Fine Arts (1st Class Honors) at St. Paul’s College, Sydney
University, and lives in Los Angeles. His blog is simonmainwaring.com, he tweets
@simonmainwaring, and the We First website is wefirstbranding.com.
ERIK MEDINA
Vice President
The Futures Company & TRU Youth MONITOR
KEYNOTE SPEAKER
Simon Mainwaring is the founder of We First,
the leading social branding firm that provides consulting and training
to help companies tell the story of the good they do to build their reputation,
profits and social impact. He is a member of the Sustainable Brands Advisory
Board, the Advisory Board of the Center for Public Diplomacy at the USC Annenberg School, the Transformational Leadership Council and a Fellow of the Royal
Society of Arts in London. He contributes to Fast Company, Forbes, Huffington
Post, Mashable, and GOOD Magazine on branding and social technology.
PRESENTER BIOS
KEYNOTE SPEAKER
SIMON MAINWARING
Founder
We First
As Vice President of the Futures Company’s
TRU Youth MONITOR subscription service, Erik’s chief role is to build
marketing and product strategies that bring TRU’s unparalleled expertise among
teens and young adults to companies and brands in order that they better understand and connect with young consumers. Erik has oversight for the TRU Youth
MONITOR Study—the key tracking and segmentation study relied on by more
than 100 of the world’s leading youth-oriented brands and the TRU Presentation – a thought-leadership showpiece that brings Millennials to life and enables
deeper understanding of this segment. He has presented to TRU clients such
as: NFL, NASCAR, ABC Family, Perfetti Van Melle, and Electronic Arts. Over a 20
year marketing career Erik has proven his acumen in a diverse set of industries
including: consumer packaged goods, technology and education. Erik worked in
sales with Pepsi in the U.S. and Spain. After receiving his MBA, Erik started his
marketing career as a brand manager with Gatorade where he was instrumental
in bringing forth new product concepts and successfully launching them into
the marketplace. He is most proud of launching the 20 oz. wide-mouth 8 pack
offering, Gatorade Fierce and All-Stars. As well his new product work provided
him the opportunity to work closely with the NFL, NBA, MLB, NHL and NASCAR on
products and promotions such as Sweat It Out and The Gatorade Championship.
Moving to Microsoft within the MSN division, he led the development and execution of marketing strategy, programs and events for 3,500 worldwide customers.
Erik has been a sought after speaker in the marketing and technology industries.
He has spoken to audiences at: the American Marketing Association, The College
Board National & Regional Forums, and the iMedia Agency and Brand Summits.
As well, Erik taught Consumer Marketing at Indiana University’s Kelley School of
Business MBA Program. Erik received his B.A. in Communication from Michigan
State University and earned his MBA in Marketing from Indiana University’s Kelley
School of Business.
Warren Kornblum has worked with many
leading international and domestic corporations as an executive,
strategic consultant and/or senior management advisor. He has had a very successful career in consumer marketing from both the client and agency perspective. Canadian born, he started his career in advertising in Toronto and quickly
rose through the ranks becoming President of his first agency in his mid-20s. In
his early 30’s, Warren opened his own advertising agency that quickly became
one of the fastest growing agencies in Canada while also opening offices in the
United States. After eight years, he sold the agency. After the sale, Kornblum
worked as a consultant for a number of other advertising agencies as well as
clients before arriving in New York as a Managing Partner at Bozell Worldwide. He
was recruited to join the executive management team at the Fortune 100 retailer
Toys “R” Us in January 1999. He was the Executive Vice President, Chief Marketing Officer and a member of the Executive Committee at Toys “R” Us for over five
years. His responsibilities included all marketing functions across the company’s
six divisions in 27 countries. During his tenure, he was pivotally involved in the development and execution of the retailer’s global flagship store in New York’s Times
Square. He was also the steward of the company’s marketing, licensing, media,
promotion and internet endeavors. Toys “R” Us brand advertising won numerous
awards along with significant increases in consumer awareness and likeability
under his leadership prior to the company’s purchase by private equity firms in
2005. After leaving Toys “R” Us, Warren founded Shadow Branding Group to work
directly with brand marketers on strategic development, licensing, creativity and
branded entertainment alignment as well as Shadow Entertainment Group with
the goal of developing content and intellectual properties for both traditional and
emerging media. In 2007, he joined the leadership team of Rooms To Go, the
nation’s largest independent furniture retailer. Warren is currently in the final
stages of completing his first book entitled, “SHARE OF HEART – How Emotional
Branding can separate you from the competition and help you win customers”
KEYNOTE SPEAKER
Phil Terry, Founder and CEO of Collaborative
Gain, Inc., runs The Councils, a collaborative network of senior digital
leaders, which he began in 2002 with Marissa Mayer and others. Phil has written
about collaboration and the power of asking for help in the Harvard Business
Review and recently published a book, “Customers Included”, about learning
from and collaborating with customers. With the Councils, Phil has developed a
community of hundreds of senior leaders who help each other run better, more
innovative, more customer-inclusive companies. Member companies range from
Apple to Walmart, from Bank of America to Wells Fargo, from startups like Squarespace to industry leaders like Google. Phil and his extended team run numerous
councils including Product Councils, Strategy Councils, General Management
Councils, CEO Councils, CMO Councils and others. Phil is on the advisory board
of the Harvard Business School Rock Center for Entrepreneurship and the University of Southern California’s Institute for Innovation. He also advises startups
including StellaService and others. Phil began his career at Moody’s Investors
Service and McKinsey & Co. In his spare time he founded and runs two innovative
nonprofits that are creating collaborative communities in art and literature - Slow
Art Day and Reading Odyssey. He lives with his wife in Brooklyn.
MIKE BLYTH
Chief Operating Officer
Aginity
Mike is Chief Operating Officer of Aginity, which
enables some of the world’s largest brands and retailers in the world to
predict and Own their Customer’s Journey. Aginity’s software organizes and
integrates all relevant data in one place and creates enterprise-wide analytics for a single version of the truth, fueling smarter campaigns, generating
higher conversion rates and increased customer engagement. Mike has a
broad range of senior management experiences with Fortune 500, Start
Up, Leveraged Buy Out and Management Consulting firms. His experience
spans Retail, Consumer Products, Services, Analytics Software, Information
Services, Customer Engagement and Communication sectors, for companies
like Kraft, AIMIA, IRI and Cap Gemini. Mike holds Masters In Management
from the Kellogg School of Business, where he was a Fulbright Scholar. He
also holds a Masters in Applied Food Science from Reading University in the
United Kingdom.
41
WARREN KORNBLUM
Chief Strategy Officer
Rooms to Go
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KEN BOTT
Director of Commerce Programs and Partnerships
Darden Restaurants
42
Ken has been in the partnership space throughout his
20+ years of working in the travel/hospitality vertical. His role focuses on building partnerships and programs that drive sales and amplify brand experiences in
a guest-centric way. Prior to Darden, Ken held senior roles across Ecommerce,
CRM, and Loyalty Marketing at Bloomin’ Brands, IHG, Continental Airlines and
USAirways.
SEAN CLAESSEN
EVP of Strategy & Executive Creative Director
Bond Brand Loyalty
Sean leads our creative and strategy teams, and has
been a leader with us since 2008. He has extensive experience in youth marketing, heavy digital innovation, and developing experiential campaigns for brands
such as The Home Depot, BlackBerry, Ford, SCENE, Cineplex, West 49, the SPC
program, Solo Mobile, Mattel, Puma, various ministries of the Ontario Government, and several not-for-profit organizations and causes. Sean’s experience has
garnered a strategic understanding of above- and below-the-line advertising and
promotion, a wealth of knowledge in direct mail, experiential marketing, and a
myriad of forms of digital, interactive development. A focus on mixing traditional
and non-traditional creative, and the breadth of tactical knowledge governed by
strong strategy that’s founded in consumer insight make Sean a valuable contributor to our Executive Leadership Team. Leading a team of Strategists, Creative Directors, Art Directors and Writers, Sean’s focus is on creating valuable and potent
brand experiences for our clients that blur the line between breakthrough creative
and innovative strategy. Sean is a frequent speaker at conferences throughout
North America, focused on brand experience, loyalty, and digital vocabularies like
social and mobile.
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Tiziano is Senior Director of Consumer Analytics at Luxottica Retail North America where he develops analytical solutions to impact marketing ROI, and leveraging predictive models to develop acquisition, upsell and
retention strategies for the customer base. Prior to joining Luxottica, Tiziano has
worked for epsilon as Senior Director Advanced Analytics, for Equifax as Director
of Analytics R&D, and for Kantar Health (a WPP company) as Econometrician.
Tiziano holds a BS and a MS from University of Bologna, Italy, and a MA and Ph.D.
in Economics from Washington State University.
MICHAEL CLEAVINGER
Director of Analytics/Insights
JCPenney
Michael is the Director of Customer Analytics & Insights
at JCPenney, where he enables superior performance by advancing data analytics
throughout the enterprise. Michael previously worked at Amazon where he was
responsible for Amazon’s US delivery performance, including the same day package delivery program. At Target.com, Michael utilized data to drive merchandising
and pricing decisions. Michael received his Bachelor degree in Psychology and
Philosophy from BYU and an MBA from the University of Minnesota.
43
TIZIANO CEMBALI
Senior Director, Customer Analytics & CRM
Luxottica
STUART DINNIS
Director, Guest Loyalty
Virgin America
Stuart Dinnis is the Director of Loyalty for the award-winning, California-based airline, Virgin America. In his role, Stuart is responsible for
leading the airline’s Elevate loyalty program, overseeing revenue growth across
the program’s portfolio of air and non-air partners and managing the growing
membership base of 3.5 million. Prior to this, Stuart was the Head of Commercial
for Virgin Australia’s loyalty program, Velocity Frequent Flyer. Stuart spearheaded
the program’s double digit membership growth and a number of innovations in
the loyalty industry including the dual-sided membership and prepaid Visa Travel
card portfolio that exceeds 1.5m cardholders. The growth of Velocity Frequent
Flyer resulted in a partial sale to a private equity firm in 2014, valuing the program
at $1 billion. During his seven year tenure at Virgin Australia, Stuart was heavily
involved in the repositioning of the airline from its original market position as a
low cost-carrier into a premium, full-service airline. This included the planning
and development of the airline’s long-haul operations, virtual international network with a number of carriers, purchase of new aircraft and negotiations with
airports. Stuart is a qualified CPA by trade and credits his analytical insights from
20 years in Banking and Finance, Property and Mobile Telecommunications. He
holds a Bachelor of Commerce and a Masters in Accounting. Originally from Brisbane, Australia, Stuart now lives in San Francisco with his family.
REISA FALLER
Director of Customer Strategy & Execution
JCPenney
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Reisa is the Director of Customer Strategy & Campaign
Execution at JCPenney. She has 13 years’ experience focusing on Customers in
various verticals ranging from banking and telecommunications to retail. She
began her career working as a research associate in Neuroscience, was a President’s Club salesperson, and later received a MBA focusing on marketing and
information technology operations management. Her experience has uniquely
prepared her to understand Customers: Why they do what they do, how to build a
relationship with them, how to reach them, and how to data-mine to find patterns
and statistics about them. As the internal advocate for the Customer, it is her
team’s role to synthesize these pieces together into actionable and measurable
Customer strategies across the organization.
BILL GENTNER
EVP and Chief Marketing Officer
Stage Stores
Bill Gentner serves as the EVP and Chief Marketing Officer of Stage Stores, a $1.7B apparel retailer with over 850 retail locations in
40 states. He previously served as the company’s SVP of Marketing, responsible
for all marketing efforts at Stage, including print, direct mail, broadcast and digital. Prior to Stage, Bill served as JCPenney’s interim Chief Marketing Officer and
Senior Vice President, marketing planning and promotion. His roles at JCPenney
also included Divisional Vice President, men’s marketing as well as brand director for St. John’s Bay and a.n.a. Bill is a graduate of Duke University and has
also held various positions with Macy’s, Express and Hecht’s Department Stores.
MARK GUENTHER
Vice President, Client Leadership Team
Merkle
Mark joined Merkle in 2009 through its acquisition of
CognitiveDATA, where he served as VP of Business Development since 2005.
Today, he spearheads the growth efforts for Merkle’s specialty retail practice,
leading a team of business development experts to serve top clients in the sector. With more than 17 years of experience helping businesses build customer
value through customer relationship marketing, he possesses deep experience
developing multi-channel marketing strategies that span both offline and online
media and channels. Mark has honed a keen specialty in direct and database
marketing for retail, financial services and nonprofit organizations. His skills
offer a unique combination of financial and direct marketing experience, with
the ability to recognize the business challenges that organizations face and
help craft solutions that meet both marketing and financial objectives. These
solutions enable organizations to increase their operational efficiencies as well
as strategically drive revenue to the client’s bottom-line. Previously, Mark served
in business development in the emerging markets group. He holds a Bachelor
of Science degree in Accounting from the University of Arkansas at Little Rock.
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TODD GULBRANSEN
Manager of Loyalty
Shell North America
With over 20 years of retail experience, Todd began his
career in consumer package goods where he was first introduced to Shell. He
joined Shell 13 years ago and has held positions in North America and Globally
within Loyalty, Payment and Convenience Retail. Todd has been a leader for over
a decade in the Loyalty and CRM space and within his current role is responsible
for defining the customer loyalty strategy that builds affinity to the Shell brand
through its Loyalty and CRM programs in both the U.S. and Canada. These programs include Fuel Rewards and the AIR MILES REWARD PROGRAM where Todd’s
priority is creating a culture based on data based driven marketing where Shell
puts the consumer at the center of everything they do.
CONNIE HILL
President
VeraCentra
46
For more than twenty-five years, Connie Hill has been
delivering strategy and execution services to the marketing community. Calling
upon this experience, Connie drives VeraCentra to innovate solutions that help
marketers maximize the value of customer relationships. Not content to sit on
the sidelines, Connie is often found working side-by-side with other VeraCentra
experts helping clients deliver highly personalized customer experiences that
positively impact the bottom line. Responsible for charting VeraCentra’s long-term
strategic direction, Connie has grown the company from a bootstrap start-up to
industry leader and one of the Top 500 Successful Companies of the San Francisco Bay Area every year since 2006. A respected thought leader and industry
activist, Connie is a past chairman of the Board of Directors for the Association of
Marketing Service Providers, and frequently speaks at marketing events. Connie’s
perspectives continuously appear in industry publications, including DM News,
Target Marketing, Customer Think and Loyalty Management.
NICK IVORY
Magician, Mentalist, Entertainer
For over 2 decades, Nick Ivory has dominated the world
of magic performing all over the country at high-powered
corporate functions, weekly evening shows at local venues, and exclusive private
parties. His visionary approach to the art escapes the confines of tradition and
has given birth to a new breed of modern mysticism. Nick lives in a world of
awe and mystery that breaks the conventional laws of reality; a world where
nothing is impossible; a world of Magic. Nick Ivory’s entertainment has been best
described by his followers, fans and critiques as ‘sheer unique mind-blowing ecstasy’, not just in nature but in experience as well. Before you can question what
just happened, he’s taken your wedding ring, changed dollar bills into twenties
right before your eyes and told you what your dreams were last night. In your
sheer disbelief he has already moved on to his next victim. “A magical ride of
ecstatic bliss leaving all in a stage of astonishment. Watch him perform and
you will witness it for yourself!” Nick’s motto is, “Anyone can do a trick. The difference is that I am able to take that trick and turn it into a fusion of passion,
enchantment, entertainment and mystery for an experience that will stay with
you forever.” Nick is acclaimed by his peers as ‘the most working magician’ as he
is booked and performs regularly six nights a week and travels nationwide weekly
for corporate and private functions resulting in more hours of magic during the
week than any other magician.
AIMEE JOHNSON
VP Global Loyalty, CRM Analytics and Strategy
Starbucks Coffee Company
Aimee has enjoyed a 25 year career of effectively and
innovatively translating customer needs and wants into successful global
product launches and customer experiences. She has a diverse background
in Retailing, CPG, Marketing and System Re-engineering through her work at
Starbucks, Campbell Soup Company and SallieMae. Within these organizations,
Aimee is recognized for delivering strategic plans that meet management’s financial objectives, maximizing profitability, gaining market share and growing
high-performance teams all to the end of delighting consumers. Some products
and programs Aimee has launched over her career include Starbucks VIA, the Clover Brewing system(into Starbucks), Shared Planet (CSR), V8 Splash and Prego
Pasta Bakes. She has run several businesses throughout her Starbucks career
including Tazo, Coffee, Innovation, Beverage, e-Commerce and is most currently
running the Loyalty business including the core program, personalization, CRM
Analytics and Strategy. Outside of work, Aimee loves spending time with her husband Wil and their daughters Myka and Siena (3 years and 1 year). In addition,
she is an avid road cyclist, loves to dine out and donates her time to a couple of
non-profit and start up boards.
RANDALL KENNETH JONES
President
MindZoo
JEFF KINDLE
VP & General Manager Enterprise Client Services
Epsilon
A self-described “professional storyteller,” Jones is
President & Creative Director of MindZoo, a marketing and PR firm in Naples,
FL. His portfolio includes work performed for such household-name clients as
TJMaxx, Marshalls, HomeGoods, Pier 1, Walgreen’s, Carter’s, JCPenney, GEICO,
Sears, Tribune Publishing, The Washington Post and more. Jones is also the creator of RediscoverCourtesy.org, a national professional-courtesy initiative whose
mission has landed him on Public Radio’s Marketplace with Kai Ryssdal, CNBC.
com and inside the pages of Smart Business magazine. His Naples Daily News
column, “Business Class,” is an exploration of positive business principles selected from interviews with high-level executives, business leaders, media stars
and business-savvy celebrities. His contributors include Erin Brockovich, Barbara
Corcoran, Janet Evanovich, Carly Fiorina, Sonny Jurgensen, Tyler Mathisen, Jack
McKinney, Suze Orman, Regis Philbin, Peggy Post, Vanessa Williams and many
more.
Jeff is an Enterprise Client Services VP/GM in Epsilon’s
Retail Sector. He currently manages Epsilon’s relationships with JCPenney, Best
Buy U.S. & Canada, The Home Depot, and Buffalo Wild Wings in CRM, Loyalty,
Digital, Web, and Email. In his 11 plus years at Epsilon, Jeff has additionally
managed Epsilon’s global digital marketing relationships with Procter & Gamble, national digital relationship with The Kroger Company and their affiliated
flagships, Database, Loyalty, Digital relationships with Advance-Auto, Charter
Communications Dunkin’ Brands, HEB Grocers, Shell Oil, Domino’s, Red Roof Inns,
and Future Shops Canada. Prior to Epsilon, Jeff managed the End User Operation
Service’s business unit in North and South America for Siebel Systems, the world’s
largest provider of CRM products and services. As a Global Director, Jeff’s group
interfaced with CRM customers in business process engineering/re-engineering,
change services, and end user software education to an ongoing Fortune 1000
client base.
An entertaining and imaginative motivational speaker and trainer, Jones draws
upon the lessons learned from his “Business Class” contributors to customize
his educational content in the discussion of workplace civility, positive communication and creative thinking. His extensive training in the art of improvisation
practically guarantees an upbeat, humorous, meaningful and highly interactive
experience. He is a graduate of the University of Missouri-Columbia.
Jeff has managed international client engagements for over 25 years providing
comprehensive marketing technology and CRM services for global customers
such as: Ford Motors, MetLife, Pepsico, Chase Bank, British Telecom, Allied Supermarkets, Key Bank, Sun Microsystems, Oppenheimer Funds, Fleet Bank, Volvo
Group, CIGNA, Winn-Dixie Food Stores, Bank of Montreal, Johnson & Johnson Ltd,
Nestle USA, IBM, Murphy Brewery Ireland, and Bank of Hawaii.
John Kalinich leads Deckers’ worldwide omni channel and
eCommerce operations. Deckers builds niche products into global lifestyle brands
by designing and marketing innovative, functional and fashion-oriented footwear,
developed for both high performance outdoor activities and everyday casual
lifestyle use. Deckers markets its products under the Teva, UGG, Tsubo, Sanuk,
Ahnu, Hoka and MOZO brand names. Prior to joining Deckers, John held various
positions with Coopers & Lybrand, an international accounting and consultancy
firm. In 1995, he was appointed COO of Teva Sport Sandals, and in 2002 joined
Deckers in connection with the acquisition of the Teva Rights. Following the acquisition, John served as Director of the Company until May 2004. John has held
several positions with Deckers including Vice President of Intellectual Property
and Licensing and served for a period of time on the company’s board of directors. John is currently a member of the Forrester eBusiness and Channel Strategy
council, Flagstaff Forty Business Leadership Organization, Community Advisor to
the Northern Arizona University W. A. Franke College of Business and is a certified
public accountant. Previously, John was a board member with Northern Arizona
Center for Entrepreneurship and Technology. John and his family currently reside
in Flagstaff Arizona.
MAGGIE LANG
Title
Kimpton Hotels & Restaurants
Maggie joined Kimpton 2.5 years ago with the vision to
innovate CRM and Loyalty in the industry. Her responsibilities at Kimpton include
Loyalty, CRM, Guest Marketing, Social Media and Restaurant Marketing. Maggie
and her team most recently launched Kimpton Karma Rewards; a ground breaking and innovative loyalty experience. Prior to Kimpton, Maggie spent 6 years at
United Airlines in a variety of roles spanning Brand Management, Partnership
Marketing, Loyalty and Merchandising. At the airline, Maggie launched Travel
Options for United and later was responsible for the rebranding as United merged
with Continental. Maggie joined United from Walgreens. She got her degree in
Economics in her native Sweden.
47
JOHN KALINICH
SVP, Omni Channel Operations and eCommerce
Deckers Brands
Pull your best customers
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[email protected]
631.306.9334
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As Director of Direct-to-Consumer Marketing for Stride
Rite at Wolverine Worldwide, Danielle’s primary objective is to deliver an excellent
Omni-channel consumer experience. With oversight of retail store marketing,
CRM, and loyalty, Danielle brings together consumer insights to identify new
brand promises and lead promotional planning. Blurring the lines between data,
technology, and marketing Danielle will launch Stride Rite’s store of the future this
summer. Danielle received her B.S. in Marketing from Bentley University and has
no intention of signing-up for MBA student loans anytime soon.
BRANDON LOGSDON
President & Chief Executive Officer
Excentus Corporation
With over 13 years of experience at Excentus, Brandon
has been the driving force behind developing a first-of-kind, nationwide coalition
program and engaging in strategic relationships with our cornerstone partners,
Shell and MasterCard. In his role as CEO, Brandon is also a member of the Excentus Board of Directors, and he oversees three strategic Excentus business units
– the Fuel Rewards coalition program, our subsidiary Centego, which provides
enabling technology and services for private-label fuel reward programs and
managing our IP portfolio. Prior to joining Excentus in 2002, Brandon worked at
GTE Internetworking, JPMorgan Chase, iChoose and he was also the Co-founder
and Principal at Bloomin’ Partners Inc. Brandon holds a BA in Finance and Marketing from Texas Christian University (Go Frogs) and he is a board member for
the North Texas chapter of the Folds of Honor foundation. When he’s not spending
time with his wife and three children, you’ll find him making triple doubles on the
court or chasing that elusive hole-in-one. “The Fuel Rewards program began as
a technology platform that facilitated grocer fuel discount programs, and since
then, our common reward (fuel savings) has capitalized on the emotional connection between the cost paid for each gallon of gas and the ability to immediately see a rollback of fuel price at the pump. We wanted to help Americans with
this pressing problem in a practical way, while also creating sustainable value for
our coalition partners.”
MATT MARTELLA
VP of Business Development
Conversant
Matt Martella is the VP of Business Development for Conversant. He leads the Enterprise Solutions sales team as they work with marketing and brand leaders across the F1000. Matt brings over 20 years of experience
in sales, marketing, consumer research, strategic planning and logistics to Conversant. Matt has deep experience with start-up companies as well as years of
experience working within Fortune 100 organizations. Specifically, Matt’s career
has been spent with companies selling enterprise technology, marketing services
and digital media. Matt received a BS in Business Administration from St. Mary’s
College of California and an MBA in Marketing from Golden Gate University.
RICHARD MCDONALD
SVP Strategy and Growth CPG & Retail
Epsilon
Richard is a proven business and agency leader with two
decades of global experience working in the USA and UK and NZ/AUS. Strategically focused with proven track record of working with highly sought after accounts,
award-winning campaigns and cutting-edge digital platforms. Entrepreneurially
driven, seasoned in launching into new markets, leading large integrated teams
and delivering consistent business growth. Richard has worked on General Mills,
Unilever, P&G, Kraft, Merck, Walmart, CVS, Crocs and the US Army…among others. Specialties: marketing strategy, consumer insight and positioning, advertising campaign development, agency leadership, global network management,
shopper marketing, digital marketing and social media. If Richard were talking
to you right now, he would point out that the agency’s success has nothing to
do with buzz generation, being media agnostic, or content creation, but rather
keeping things simple (not simplistic) in a way that drives client centricity and
moves the growth paradigm from selling to buying.
49
DANIELLE LEVEILLE
Director of Direct-to-Consumer Marketing
Stride Rite at Wolverine Worldwide
A customer you know
delivers profit
you can grow.
For life.
How can you gain and apply deep customer
knowledge, with one view of their activities across
your brands, divisions, and channels?
Let’s talk!
800.992.9160 | [email protected] | epicor.com/retail
Store/Mobile Store | Enterprise Order Management | Digital Commerce
Loss Prevention | Merchandising | Planning/Assortment Planning |
| CRM/Clienteling
Retail Analytics |
|
Sales Audit
Sourcing/PLM
Copyright © 2015 Epicor Software Corporation. Epicor and Business Inspired are trademarks of Epicor Software Corporation, registered in the United States and certain other countries.
ERIC MESSERSCHMIDT
Vice President of Marketing Strategy, Loyalty and CRM
ULTA
Eric Messerschmidt is Vice President of Marketing Strategy, Loyalty and CRM for Ulta Beauty, the largest beauty retailer in the US. He
has 30 years of experience in marketing and sales across a variety of industries,
including technology, software, services, and retail. He has successfully led B2B
and B2C marketing departments in both established and early stage firms.
50
Prior to Ulta, Eric was Division Vice President of Loyalty Marketing for Sears
Holdings Corporation (SHC), where he helped create and launch Shop Your Way
Rewards, one of the fastest growing loyalty programs in history and winner of the
2011 Colloquy Master of Enterprise Loyalty Award. He led Marketing at Rewards
Network, a loyalty marketing company in the restaurant industry, and he has held
various senior positions at CCC Information Services, SBC, Ameritech and AT&T.
Eric is a graduate of the University of Chicago Booth School of Business and the
University of Illinois, and makes his home in the Chicago area.
PAUL MURRAY
Senior Marketing Manager, Digital & Loyalty Marketing
Dunkin’ Donuts
Paul is currently a Senior Marketing Manager at Dunkin’
Brands. In his 3 years with Dunkin’, he has been involved in Dunkin’s US Digital
and Loyalty growth. He currently oversees consumer acquisition, engagement,
data and analytics across the digital and loyalty platforms. Following the launches of the DD Mobile App and DD Perks Rewards program Paul continually works
to leverage program and consumer insights to help inform cross-functional business decisions and to drive digital and loyalty program adoption across Dunkin’.
Prior to joining Dunkin’ Paul spent 15 years at Staples Inc. starting in high school
as an office supply associate in retail stores before working his way up to the US
retail marketing team spending 8 years working on email, customer acquisition,
Loyalty and CRM.
CARI ROBERTS
Senior Marketing Manager
Gap.com
Cari is affectionately known throughout the halls at Gap
as a “force of nature” - a fast-walking, faster-talking blur in constant motion with
one goal in mind: she gets things done—and always with a 100-watt smile on her
face. On top of her ‘day job’ (leading the Global Marketing Strategy for both the
babyGap and GapKids brands), for the past 6 months Cari has been working with
Bond Brand Loyalty to establish Gap’s new global promotions process. In this ‘side’
role, she tackled the difficult challenges of marrying strong brand positioning
with the consumers existing expectations around discounts. Together Cari and
Bond Brand Loyalty launched Gap’s innovative Black Friday initiative for 2014, to
break through the clutter at this busy time.
ROBIN ROSS
Senior Director, Corporate Marketing
Costco Wholesale
Originally from Canada, Robin started with Costco as local Marketing Representative for Costco #160 in Lethbridge, Alberta Canada. He
has been with Costco for 21 years and has held numerous roles in local, regional
and now Corporate Marketing. As the Senior Director of Corporate Marketing he
has responsibility for leading teams in corporate marketing & Production, membership acquisition and retention, social media, as well as marketing Insights &
analytics.
51
Recently, Cari transitioned to the Gap.com organization, based in San Francisco,
to lead all e-commerce marketing for Gap.ca including promotions, email and
site marketing.
NICOLA SARACENO
Vice President, CRM
Luxottica
Nicola serves as the VP of CRM for Luxottica Retail North
America. His group is responsible for customer relationships, loyalty, and customer analytics. Prior to joining Luxottica, Nicola has worked for several years in the
Media Industry (Sky Italia) where he contributed in standing up and developing
their CRM and customer marketing and customer experience team. Earlier in his
career, Nicola worked for the Boston Consulting Group where he focused on marketing projects for media, telco, and retail industries. Nicola holds an engineering degree from Politecnico di Milano and studied for his MBA at the Rotterdam
School of Management and the University of Michigan.
SCOTT ROBINSON
Senior Director Loyalty Design and Solutions
Bond Brand Loyalty
Scott Robinson leads Bond Brand Loyalty consulting
& solutions discipline and is our thought leader for consumer loyalty strategy
engagements. His focus is enabling clients with the best possible solutions for
their specific objectives and environments, and ensuring Bond Brand Loyalty
maintains market leadership in terms of loyalty and CRM innovation, technique
and approach. Scott has over 10 years’ experience designing, implementing and
optimizing large-scale loyalty and CRM programs, and helping clients understand
how to use them as stepping stones for inspiring powerful relationships with their
customers. Along with his strong experience across a number of industries, including consumer retail and financial services, Scott brings a highly disciplined
analytics approach to strategy development for clients. Earlier in his career, Scott
launched and developed Bond Brand Loyalty’s Consumer Insights and Strategy
Group, and spearheaded the development of the CRM principles and techniques,
campaign management protocols and consumer data-driven strategy development tied to some of North America’s most celebrated loyalty programs. Scott’s
current focus is the intersection of marketing and neuroscience, through his involvement with The Maritz Institute. Scott is frequently called upon to comment
in the media, and is a frequent speaker at industry events including conferences
by Loyalty360, eTail, CMO Exchange, CMA and AMA. Scott holds an MBA from
the Richard Ivey School of Business at the University of Western Ontario. Twitter:
@scottjrobinson1
PHIL RUBIN
Chief Executive Officer
rDialogue
A die-hard Saints fan, Phil knows a thing or two about
loyalty. Over the course of his over 20-year career, he’s blended experience and
innovation to evolve the way businesses identify, retain and expand their best
customers. An impeccable leader with passion to spare, Phil founded the loyalty
practice at Loyaltyworks, and led the spin-off and formation of rDialogue. Before
all that, he was Group VP and General Manager at The Lacek Group—a loyalty
marketing firm that is now a part of OgilvyOne.
Through the years, some of the world’s smartest companies including Delta Air
Lines, Citi, Cox Communications, Macy’s, and GTE Wireless have sought Phil’s
expertise and it’s no surprise why. He’s fiercely loyal to his craft, his clients, and
his teams (both rDialogue & the Saints) and he’s managed to build a team of
high-caliber marketers who share his integrity and dedication.
DAVE SIMS
VP of Marketing & Loyalty
La Quinta Inns & Suites / CRMC Chairperson
Dave Sims is Vice President Loyalty Marketing For La
Quinta Inns & Suites. With an Electrical Engineering degree from the University
of Cincinnati, Dave served 8 years in the U.S. Navy on board nuclear submarines,
where he was also a Navy Diver. Following that he spent 7 years at Procter &
Gamble in various Information Technology roles in Manufacturing, Interactive
Marketing, E-Commerce, and Business Intelligence. He joined Retail Ventures,
Inc. in August 2003 to deliver an in-house CRM solution for Value City Department
Stores, Filene’s Basement and DSW. In November 2005 Dave became Director of
Customer Marketing for DSW where he re-launched and ran the award-winning
DSW Rewards program. In December 2007 Dave moved to Toys R Us/Babies R
Us to assume role of Director of Gift Registry and Customer Loyalty. In this role
he launched the Rewards R Us loyalty program in September 2008. In February 2009 he moved to GNC, where he was responsible for all CRM efforts which
include the Gold Card program, customer communications, all social / mobile
initiatives, customer research and analytics, Media, and events and grassroots
marketing. In January 2015 Dave moved to La Quinta to run the soon-to-beaward-winning La Quinta Returns program.
52
Dave is an active runner / triathlete, having competed twice in the Hawaii Ironman Triathlon and numerous other Ironman events.
KIRAN SMITH
Stride Rite Children’s Group
Kiran Smith is Vice President, Marketing for Stride Rite
Children’s Group, part of Wolverine Worldwide Inc. and is responsible for Stride
Rite’s Direct-to-Consumer Marketing, Wholesale Marketing and Creative Services.
She is also a strategic partner to the Digital and Brand Marketing teams. Prior to
joining Stride Rite, Kiran was the VP of Brand Equity & Advertising, managing the
marketing for the 2,200+ national grocery retailer under multiple banners including Jewel/Osco, Albertson’s, Shaw’s, Cub Food, Farm Fresh and Shop N Save. Kiran
started her career in Management Consulting at Alliance and Anderson working
on projects for consumer goods and retail giants such as M&M/Mars, Coca-Cola,
Office Depot and the Walt Disney Company. Her other job is mom to her three
girls and partner-in-crime to her husband Matt. She earned her MBA from Tuck at
Dartmouth and her BA from Bucknell University.
ERICA THOMPSON-MORAN
Retail Advisory Consultant
Kobie Marketing
Erica has over 20 years of experience in retail marketing,
specializing in CRM, direct marketing, loyalty programs, Ecommerce, Social and
Online Marketing, and credit card marketing. In her current role, Moran advises
retailers on Loyalty Programs, CRM strategy and Ecommerce Implementations.
Her most recent role was Senior Vice President of marketing for the #1 children’s
footwear retailer, Stride Rite. In that role, Erica was responsible for providing
strategic direction around Stride Rite’s global branding initiatives, including advertising, marketing communications/PR, retail and wholesale strategy, CRM,
e-commerce, and digital marketing. Erica previously held senior-level marketing
positions at PetSmart, Tweeter Home Entertainment, New York & Company and
HSN. She also spent seven years at the Walt Disney Company in various business
strategy and marketing roles and is a member of the Global Retail Marketing.
Erica was named one of the Top Women in Cross Channel Retail by Retail Online
Integration (March ’12).
CRAIG WOOD
Group President of Advisory Services
The Futures Company
Craig Wood currently serves as the Group President –
Advisory Services for The Futures Company, bringing to the company over 20
years of experience in data-driven marketing and a deep knowledge in a variety of
industry sectors including retail, telecommunications, travel, hospitality, financial
services, nonprofit, utilities and health & wellness. Craig rejoined The Futures
Company in 2013 after a six-year hiatus to launch and grow Clarity Group, a management consulting firm serving the strategic planning, customer relationship
management, loyalty and data-based marketing needs of nonprofit and faithbased organizations. Prior to forming Clarity Group, Craig was group president
of Yankelovich (now The Futures Company), where he launched the company’s
highly successful and widely covered entry into the database services space,
creating consistent growth in profit and sales. Prior to assuming his position at
Yankelovich, Craig served as president and chief operating officer of Businessmodel.com, a web analytics consulting firm that was acquired by Yankelovich in
May of 2001. Craig also served as an executive vice president at KnowledgeBase
Marketing (KBM), one of the nation’s leading integrated information marketing
companies and part of the WPP corporate family. A recognized authority on leveraging data and consumer insights to build stronger customer engagement and
connection, Craig is a highly requested presenter at loyalty, customer relationship
management, marketing and vertical industry conferences. Craig is the program
chair and longtime host of CRMC, the retail industry’s premier loyalty and relationship management conference. Craig frequently authors articles and provides
expert commentary in leading industry and national periodicals and is the co-author of Coming to Concurrence: Addressable Attitudes and the New Model for
Marketing Productivity (2004). Craig currently serves on the Board of Directors
for the Direct Marketing Association (DMA) and is the chairman of Marketing
EDGE, the marketing industry’s largest educational foundation. Craig holds a B.S.
degree in commerce with a dual concentration in marketing and management
from the McIntire School of Commerce at the University of Virginia. Craig lives in
Chapel Hill, NC, with his wife and two daughters—although he still insists Kansas
City bar-b-que is far superior to the southern alternatives.
NICK WHITE
Vice President of Client Sales
Alliance Data
53
Nick White, Vice President Client Sales, joined Alliance
Data in early 2012. Nick leads a team that manages and develops client relationships, including Virgin America. Nick has over 18 years of experience in the credit
card industry and partnership marketing space, including working for companies
like JP Morgan Chase, Hyatt Hotels & Resorts, MasterCard Worldwide, American
Express, American Airlines, and Porsche.
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NICHOLAS WORTH
Chief Marketing Officer
Selligent SA
54
Nick Worth is the Chief Marketing Officer of Selligent, a
rapidly growing international marketing automation platform that’s recently entered the US market. Selligent now powers the customer engagement programs
of over 400 European retailers, financial services companies and publishers, orchestrating their customer communications across multiple channels, including
email, site optimization, social, mobile and call center. The Selligent platform was
forged by the challenges of European marketers who typically deal with smaller
budgets, a complex, multi-cultural market and strict privacy regulations but have
all the same ambitions as big US brands. Selligent delivers a comprehensive feature set, customer centricity, agility and predictable value pricing. Nick is a digital
marketing entrepreneur who works closely with a number of innovative platforms
and agencies. He was the Founder and President of Schematic, a global interactive agency that built a reputation for multi-platform digital services design. He
currently sits on Selligent’s Executive Advisory Board as well as advising a number
of start-ups and agencies that span the digital marketing space. A strategy consultant before founding his agency, Nick holds degrees from Harvard and Oxford.
lift361.com
DEVON WYLIE
CEO
CRMC
Devon Wylie joined CRMC as Vice President in 2002. After
working with industry pioneer and five-time author Fred Newell for several years,
she took over as CEO of the company upon his retirement in 2007. In that role,
she has led the growth of the Annual CRMC, now in its 21st year. CRMC is now
one of the top events in the Retail Marketing industry. In addition to developing
and producing the CRMC, Devon also speaks at CRM, Marketing, and Technology
conferences in both the U.S. and internationally. She manages the popular CRMC
Weekly Newsletter, read by over 6,000 marketing executives around the globe.
Prior to joining CRMC, Devon was Account Director at Lambesis, a brand development and advertising agency in California. Prior to that, she held an advertising
sales position at Car and Driver Magazine. She has also held several positions at
Nobel House Resorts, including Director of Corporate Events at Paradise Point Resort in San Diego. Devon earned her Bachelor’s Degree in Marketing and Communications at The University of California, San Diego (UCSD). She currently resides
in San Diego, California with her husband and three year old son.
HELEN ZUURMOND
Head of CRM
Vroom & Dreesmann
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Helen Zuurmond has over 10 years of experience in CRM
and digital marketing. She began her career in publishing and media leading programs to drive subscription and loyalty for one of the biggest regional Newspaper
publishers of the Netherlands, Koninklijke Wegener N.V. In 2011 she transitioned
her experience to focus on retail. Today she heads up the CRM division at V&D,
the largest Dutch department store chain with a strong commerce presence and
nearly 70 locations throughout the Netherlands. Products range from apparel
and jewelry to housewares and electronics. Stores also feature restaurants,
travel agents, bakeries, and banks. Helen enjoys working with such a diverse
collection of brands and products and a very complex marketing challenge.
SPONSOR PROFILES
89 DEGREES
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A Customer Engagement Agency – Powered by SAS. 89 Degrees provides marketing strategy, database services, digital solutions, advanced analytics, and
compelling creative. Powered by SAS, the industry’s leading software for analytics and business intelligence, 89 Degrees connects consumers with brands
for maximum engagement and ROI. Our database solutions seamlessly integrate
with the entire SAS Customer Intelligence Suite, including Marketing Automation,
Visual Analytics, Marketing Optimization, and Real Time Decision Manager. 89
Degrees is also a Salesforce Marketing Cloud (formerly Exact Target) Global Services Partner – through which we help organizations “unleash the power” of their
technology investments and turn them into marketing results. Our Agile-4D implementation methodology provides a disciplined, yet flexible, way to implement
solutions and generate value. The 89 Degrees Customer Engagement practice
matches each client with an experienced Partner who provides deep industry
and CRM expertise. Our analytic consultants start the engagement journey, turning data into insights that guides our strategy and creative teams in shaping
compelling experiences that both attract and engage consumers. And our technology group delivers these experiences with custom applications, website and
mobile development, and Omni-channel campaign management solutions. This
powerful combination of strategy, database, digital, analytics, and creative helps
the marketing programs for clients like IKEA, Hyundai, World Vision, Genzyme/
Sanofi, Cirque du Soleil, and CVS Health deliver remarkable results and profitable
customer relationships. 89degrees.com
ACXIOM
Acxiom is an enterprise data, analytics and software as a service company that
uniquely fuses trust, experience and scale to fuel data-driven results. For over 40
years, Acxiom has been an innovator in harnessing the most important sources
and uses of data to strengthen connections between people, businesses and their
partners. Utilizing a channel and media neutral approach, we leverage cutting-edge,
data-oriented products and services to maximize customer value. Every week, Acxiom
powers more than a trillion transactions that enable better living for people and better
results for our 7,000+ global clients. acxiom.com
ADOBE
Adobe is the global leader in digital marketing and digital media solutions. Our tools
and services allow our customers to create groundbreaking digital content, deploy it
across media and devices, measure and optimize it over time, and achieve greater
business success. We help our customers make, manage, measure, and monetize
their content across every channel and screen. adobe.com
AGINITY
Aginity Amp™ is revolutionizing analytics for data-driven enterprises. The largest
brands in the world rely on Aginity Software to author, catalog and deliver enterprise attributes for the purpose of driving analytics into every customer interaction,
regardless of the channel, data source or analytic application. 40,000+ users at
over 60% of the Fortune 500 use our Software to drive insight and grow their business. aginity.com
AIMIA
BRIERLEY + PARTNERS
Aimia is a global leader in loyalty management. Employing more than 4,300 people in
20 countries worldwide, Aimia offers clients, partners and members proven expertise
in launching and managing coalition loyalty programs, delivering proprietary loyalty
services, creating value through loyalty analytics and driving innovation in the emerging digital, mobile and social communications spaces. Aimia owns and operates
Aeroplan, Canada’s premier coalition loyalty program, Nectar, the United Kingdom’s
largest coalition loyalty program, Nectar Italia, and Smart Button, a leading provider
of SaaS loyalty solutions. In addition, Aimia owns stakes in Air Miles Middle East,
Mexico’s leading coalition loyalty program Club Premier, Brazil’s Prismah Fidelidade,
China Rewards, and i2c, a joint venture with Sainsbury’s. Aimia also holds minority
positions in Cardlytics and Think Big. aimia.com
Brierley+Partners is a pioneer in Relationship Management® -- advancing loyalty and
CRM for more than 25 years. The company has designed and implemented some of
the world’s most successful loyalty and CRM programs for major clients: Express,
GameStop, Hard Rock, Hertz, 7-Eleven and Hilton to name a few. Brierley offers a
complete suite of loyalty services: program design, loyalty/CRM technology, marketing strategy, research, analytics, creative, account management, omni-channel
communications, interactive/print production and fulfillment. The industry-leading
Brierley LoyaltyWare® technology platform is uniquely robust, flexible and quick-tomarket. All services focus on a single mission: Making clients’ customer relationships
dramatically more profitable. brierley.com
CARDLYTICS
ALLIANCE DATA
Alliance Data is a leading provider of tailored marketing and loyalty solutions, building
relationships through branded credit programs. We drive growth for our partners and
deliver value to our cardmembers by applying deep analytical insights, staying brandand customer-centric, and always looking ahead to what’s next. alliancedata.com
ANCHOR RETAIL SOLUTIONS
Your Complete Data Solutions Partner. Anchor Retail Solutions is a leading provider of
complete custom tailored integrated data solutions. Maximize the potential of your
data by turning accumulated consumer information into profitable engagement strategies. Anchor enables you to use your data to anticipate your customers’ needs and
leverage insights to enhance your brands position. Data is the key to your success;
put it to work for you. Anchor’s Technology will help you maintain a higher level of data
quality, analyze customer purchase and response history, precisely target and profile
current and prospective customers as well as obtain and monitor other key metrics
critical to implementing successful business retention and growth plans. There is
no data request our hands-on team of industry leading experts can’t handle. You are
just one call away from your complete data solutions partner. Call us today for a free
consultation. anchorretailsolutions.com
Cardlytics® is a data analytics and digital advertising company that makes all advertising better. Our patented technology measures and connects trillions in retail purchases to millions of individual consumers, served via our unique ad platform. We are
the leading data monetization partner for financial institutions, allowing insight into
consumer purchases across all categories and geographies, securely and without
any personally identifiable information ever leaving the bank. This whole-wallet perspective on consumer spending helps advertisers reach millions of customers with
highly relevant campaigns across all digital media and precisely measure results.
Thousands of brands, retailers and restaurants in the US and the UK are using the
Cardlytics product suite –Cardlytics Connect™, Cardlytics Insight™ and Cardlytics
Lift™ –to drive billions of impressions and connect online advertising directly to
in-store sales lift. Cardlytics is a private company that has raised nearly $170 million
from leading hedge and venture funds, private investors, and from the world’s leading
loyalty company, Aimia. cardlytics.com
CROWDTWIST
CrowdTwist is an industry-leading provider of comprehensive multichannel loyalty
and analytics solutions that drive engagement and incremental spend, leading to
better customer data, stronger insight, and more personalized experiences. We are
revolutionizing loyalty, helping top brands including Pepsi, Nestlé Purina, L’Oreal, and
Zumiez develop a deeper understanding of customers. crowdtwist.com
BOND BRAND LOYALTY
DATALOGIX
Datalogix provides core infrastructure for data-driven marketing by connecting digital
advertising to offline sales. We help leading brands reach audiences of buyers across
display, video, mobile and social and measure the offline sales lift resulting from
digital marketing campaigns using DLX ROI®. The company’s expertise spans the
major consumer segments, including Retail, CPG, and Automotive. datalogix.com
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Bond Brand Loyalty, a Maritz Company, is a leader in building brand loyalty for the
world’s most influential and valuable brands. We make the world more rewarding
for customers, richer and more resilient for brands, and extremely profitable for
our clients. We build measurable, authentic and long-lasting relationships through
a combination of services that include loyalty strategy, customer experience, market
research, insights and analytics, live brand experiences and proprietary loyalty technology platforms. bondbrandloyalty.com
@
INSIGHTS + STRATEGY = PERSONALIZED CUSTOMER ENGAGEMENT
Precision Dialogue drives customer relevance by
delivering insight-driven engagement through our
full service, end-to-end solutions.
800.532.2430
[email protected]
www.precisiondialogue.com
DATA MANAGEMENT | ANALYTICS | BUSINESS INTELLIGENCE
RESEARCH | DIGITAL | CREATIVE | EMAIL | DIRECT MAIL
Loyalty
Turns out, it’s not about customers being loyal to brands. It’s about
brands being loyal to customers.
Start thinking about loyalty differently with rDialogue.
Attend Our Conference Session
www.rDialogue.com @rDialogue
+1 404.475.5801
DISCOVER
EPSILON
When we introduced our Cashback Bonus® credit card in 1986, Discover was one of
a kind. Now almost 30 years later, we continue to provide cardmembers with unique
opportunities to earn rewards. One of these is Discover Dealssm. This program delivers
best-in-class offers from top merchants through multiple channels where Cardmembers can save and earn extra rewards. Our turnkey campaign development program
delivers benefits for our cardmembers and our merchant partners. Our cardmembers
enjoy high value, highly relevant offers, and merchants can acquire new customers,
repeat visits from loyal customers and incremental sales while shifting share from
competitors by using our unique targeting capabilities. Stop by and visit our kiosk in
the Grand Ballroom Foyer to learn more about how Discover can help your company
drive growth. Or contact us at [email protected]. discover.com
Epsilon is the global leader in creating connections between people and brands.
An all-encompassing global marketing company, we harness the power of rich
data, groundbreaking technologies, engaging creative and transformative ideas
to get the results our clients require. Recognized by Ad Age as the #1 World
CRM/Direct Marketing Network and #1 U.S. Agency from All Disciplines, Epsilon
employs over 5,000 associates in 60 offices worldwide. Epsilon is an Alliance Data
company. epsilon.com
eBay Enterprise is a leading global provider of retail-optimized commerce solutions,
including the Magento platform, order management, fulfillment, customer care, and
marketing solutions. We enable brands and retailers of all sizes to deliver consistent omnichannel experiences across all retail touch points to attract and engage
new customers, convert browsers into loyal buyers, and deliver products with speed
and quality. With unrivaled flexibility and control, our clients are armed to accelerate
sales growth and win with today’s digitally connected consumer. eBay Enterprise is
headquartered in King of Prussia, Pa. and has offices in Austin, Barcelona, London,
Los Angeles, New York, and Shanghai. eBay Enterprise is an eBay Inc. (Nasdaq: EBAY)
company. ebayenterprise.com
EPICOR
Epicor Software Corporation provides advanced, end-to-end solutions to meet the
business needs of forward-thinking omni-channel retailers and the evolving expectations of their technology-enabled customers, to drive sustainable profitability and
growth. Our customer engagement solutions include Epicor Retail CRM, which offers
a single, rich customer database supporting multiple brands, divisions and channels,
and Epicor Retail Clienteling, which provides a digital, mobile “black book” to drive
highly personalized and profitable customer relationships. Epicor Retail also offers
Store, Mobile Store, Digital Commerce, Enterprise Selling and Enterprise Order Management solutions that deliver a converged commerce platform that supports one
clear view of merchandise, orders, and customers across the enterprise. Together
with Epicor Retail Planning, Merchandising, Sales Audit and Retail Analytics, we deliver retail’s first extended omni-channel solution available in the cloud for optimum
efficiency, as well as on-premises for customized control. epicor.com
We drive customer devotion. We give your customers compelling reasons to engage,
spend more and become loyal advocates - whilst delivering commercial results for
your business. As a worldwide leader in loyalty marketing and CRM, ICLP builds loyalty and creates devotion. From acquiring customers and understanding them as
individuals, to creating relationships that engage, reward and inspire loyalty, we turn
customers into advocates and relationships into profit – and have done for over 25
years. We have global experience in B2B and B2C loyalty marketing in multiple industry sectors including retail, travel, financial services and technology. Our expertise
is underpinned by the skills and talents of over 600 talented colleagues who work
across our 16 offices for clients in over 170 countries. With customer data at its
heart, together we uncover insights, determine and deliver tailored experiences that
create loyal customers and improve commercial performance. ICLP is a Collinson
Group company - a global leader in influencing customer behavior to drive revenue
and add value for clients. With a unique blend of industry and sector specialists,
the group develops and delivers market-leading products and services to help build,
manage and optimize customer relationships across four core capabilities: Loyalty,
Lifestyle Benefits, Insurance and Assistance. iclployalty.com
INTE Q
The leader in CRM and loyalty programs for great brands. Our mission is to provide
our clients with insight based omni-channel loyalty marketing solutions that drive
increased shopping, higher spend and greater brand profitability. Our people are
the secret. They possess differentiating expertise in the field and focus on what
is best for both our client and the customer. We use big data to solve every-day retail challenges. Our services and expertise include State of the art technology and
infrastructure; Comprehensive data warehouse management; Decision support
analytics and strategy expertise; Customer journey mapping; Loyalty program
management expertise; Real time client access to data and reporting; and Total
campaign management strategy and execution. inteqinsights.com
59
EBAY
ICLP
KBM GROUP
LIFT361
KBM Group transforms marketing efforts into mutually beneficial customer
conversations through data-driven insights. Based on a strategic approach to
optimize business outcomes, KBM Group’s world-class marketing solutions
integrate offline and online marketing channels and allow retailers to achieve
high-performance customer engagement and marketing ROI from a spectrum of
services including consulting, data integration and database management, analytics, digital services, marketing management and outsourcing. Our approach
to your business challenges starts with strategic planning and data analytics to
view your customers in a holistic way and is based on a four-pronged strategy
– connect and enhance customer data, analyze and predict customer behavior,
develop strategic marketing plans, and build and sustain customer relationships. KBM Group’s integrated data infrastructure, combined with best-of-breed
campaign/interaction management and reporting applications, bundled with
consumer data, analytics and strategic support, are at the heart of our industry-leading service offering. Our IMPACT® Consumer Engagement Platform (CEP)
is a customized, data-based, automated and sophisticated set of technologies
and processes that provides a fully-integrated combination of push/pull (proactive and reactive) communications. KBM Group’s parent company, Wunderman,
is part of the Young & Rubicam Group and a member of WPP (NASDAQ: WPPGY). kbmg.com
Lift361 is a marketing analytics company that exists to “improve outcomes
through analytics.” Helping retailers of all sizes and specialties, Lift361 simplifies complex data to develop customer centric strategies that drive comp
sales. Lift361 focuses in four areas of analytics: customer understanding, lifecycle modeling and management, predictive analytics and operational analytics.
These services are supported with years of experience to provide guidance in
best practices to optimize results and improve the top and bottom lines. Specifically, Lift361 services support prospecting, driving relevance in communications, increasing response and lift in marketing communications, growing new
customers spend faster, stemming attrition, identifying product propensities,
supporting real estate decisions and developing customer attribution. Our proven methodologies and services take the guess work out of marketing and drive
comp sales! lift361.com
KOBIE MARKETING
Kobie believes in delivering the best customer experience to our clients and their
customers that will deliver truly loyal brand champions who buy more and inspire others to adopt the client’s brand. This is a promise that Kobie has proven
it can bring to life better than any other CRM in the world. With sophisticated
segmentation, complex campaign configuration capabilities and real-time/predictive analytics, Kobie’s Alchemy loyalty and CRM “engine” provides the database power and loyalty program configuration tools to discover, maximize and
expand business opportunities at every moment in the customer lifecycle. Our
award winning in-house creative agency provides on brand engaging omnichannel communications backed by proven analytics to create result driven creative
initiatives. kobie.com
LOYALTYONE
LoyaltyOne is a global leader in the design and implementation of coalition
loyalty programs, customer analytics and loyalty services for Fortune 1000
clients around the world. LoyaltyOne’s unparalleled track record delivering sustained business performance improvement for clients stems from its unique
combination of hands-on practitioner experience and continuous thought leadership. LoyaltyOne has over 20 years history leveraging data-driven insights to
develop and operate some of the world’s most effective loyalty programs and
customer-centric solutions. These include the AIR MILES Reward Program, North
America’s premier coalition loyalty program; a majority stake in European-based
BrandLoyalty, one of the largest and most successful campaign-driven loyalty
marketers outside of the Americas; Precima, a leading retail analytics solution,
and a working partnership with Latin America’s leading coalition program, dotz.
LoyaltyOne is also the owner of COLLOQUY, a group dedicated to research, publishing and education for the global loyalty industry. loyalty.com
MERKLE
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Consumers can begin and end their shopping experience from any device or
channel, any time of day. Merkle and 500Friends work to provide them with an
engaging, personalized, and consistent brand experience at every touchpoint. We
deliver a true omni-channel experience that builds highly loyal customer relationships by informing customer strategy with extensive data and analytical expertise. LoyaltyPlus, our SaaS lifecycle marketing suite, makes it easy for brands
to manage their loyalty programs and drive sustainable growth by retaining
customers and maximizing their value. This customer-centric approach is supported by our digital marketing capabilities, including paid search, SEO, product
listing ads, social media, display advertising, and more. Merkle and 500Friends,
a Merkle company, serve top Fortune 1,000 brands and have been recognized by
Advertising Age for their fast growth. merkleinc.com
.com
Status
ONLINE
World Adventure Store
NEW ARRIVALS!
Client type
Age 26
Hi Eva!
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Each customer is on a unique digital journey. Our integrated,
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TM
PERFORMANCE TECHNOLOGY PARTNERS
We are loyalty and CRM experts, redefining customer experiences through our
expertise in fields such as technology, analytics, creative, strategy and more. We
take great pride in the wonderful clients we serve, including Amtrak, Toys“R”Us,
Luxottica, Hyatt, Best Buy, WeightWatchers, P.F. Chang’s and Wyndham, and that
we are building engaging experiences that are driving real results for them. Born
in the digital age, we’re innovators who have assembled hundreds of years of
experience along the way. Some of what we do has never been done before. We
believe that good ideas can come from anyone and that excellent service is not
a lost art. Most importantly, we believe in problem solving, not forcing solutions.
Tally, our loyalty platform, offers proven technology to manage and monitor every aspect of a flexible and adaptable loyalty program. Our brands bypass the
challenges of in-house design or the limitations of non-configurable solutions
and have chosen fast, seamless integration. We easily interface with existing
corporate systems while allowing our partners to retain full power to administer program/promotion rules, track members and segment them for targeted
communications all from their desktops. We are Olson 1to1, the Loyalty & CRM
practice of Olson. olson1to1.com
PTP collaborates with you to develop and implement customer experience solutions that transform how you engage your customers. By pairing decades of
industry experience with a technology agnostic approach, we stay connected to
your business drivers while enabling a 360° view of the customer. PTP optimizes
technology and business processes to break down silos and build customer connections through seamless, end-to-end, omni-channel communication to obtain
the results you want: increased customer loyalty and satisfaction across marketing, sales and service. performtechnology.com
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OLSON 1TO1
PRECISION DIALOGUE
Precision Dialogue is a vertically integrated customer engagement firm with a
proven methodology for mining and analyzing customer insights and behaviors
to create targeted personalized communication through a variety of integrated
online and offline channels. Anchored by a focused vision and progressive history,
the company has become a leading full service end-to-end marketing solution
provider uniquely positioned to manage the radically evolving demands of this
new era of consumer and business marketing. precisiondialogue.com
QUAD/GRAPHICS
RR DONNELLEY
Today’s consumer is savvy and sophisticated and marketing efforts must meet
consumer needs, be well-timed and highly personalized. Quad offers unique
strategies to build strong connections and develop loyalty by including an analysis-based approach leveraging consumer research intelligence, data and market
analysis in combination with tailored messaging and creative, yielding increases
in redemption and conversion rates. Our expertise in the retail marketing space
provides our clients with strategies to create compelling content from data, uncover true consumer insights and use that insight to determine how prospective
customers might consume media. We expertly identify new prospective customer
groups, recommend data driven creative, and develop winning contact strategies.
We excel in the retail marketing space by applying consumer data insights to
create authentic personalization; Launching creative cohesiveness across all
communication channels to create a seamless omnichannel branding experience; Incorporating new media in combination with traditional methods creating
lasting connections with consumers; ushering omnichannel engagement to new
levels with our processes that predict which combination of components provide
the greatest response rate and ROI; Employing leading-edge insights reducing
typical testing cycles and assuring higher success rates at lower costs; and
Leveraging unique marketing strategies to reap extraordinary results. qg.com
For more than 150 years, RR Donnelley has helped businesses communicate
through the power of words and images. Today we create highly targeted and
data-driven communication campaigns that engage consumers and drive the
success of our customers. We help leading direct marketers create powerful connected experiences that engage consumers and inspire them to act. We work on
every channel: print, email, web, video, text and more. Our retail offerings provide
precisely executed loyalty programs, in-store traffic building, as well as the design
and implementation of multi-channel trigger campaigns. RR Donnelley has the
talent and technology to create, automate and execute customized campaigns
that build relationships between retailers and the consumers they need to reach.
At RR Donnelley, we know that relevance equals response. rrdonnelley.com
rDialogue is the leading independent customer loyalty and relationship marketing
firm focused on helping clients develop, implement and manage customized solutions that are data-driven, technology-neutral, unique to our clients’ brands and
grounded in financial analysis. Our clients range from Fortune 50 to mid-market,
including retail, financial services, travel & hospitality, telecommunications, manufacturers (B2B and B2C), healthcare (human and animal) and luxury goods.
Marketing and sales leaders who are disenchanted with previous consultant and
agency relationships find a refreshing alternative in rDialogue: smart, service-oriented, nimble, results-driven and easy to work with. Our approach prioritizes
creating unique solutions for each client that are differentiated based on their
unique brand, customer relationships and financials. Blending the strategy of
consultants with the delivery mindset of a data-driven agency, we help our clients grow their customer relationships and their business return via innovative
customer marketing from acquisition through the breadth of the customer lifecycle. Brand and customer relevance begin at the acquisition stage and continue
throughout the customer’s lifecycle. There’s no silver bullet. That’s why brands
need rDialogue. rdialogue.com
Selligent is a fast-growing, international marketing automation provider. More
than 450 brands in Europe and the US use our solution to power their omnichannel audience engagement programs. Leading retailers, financial services companies and publishers leverage the Selligent platform to orchestrate their customer
communications across multiple channels, including email, site optimization,
social, mobile and contact center. As an omnichannel audience engagement
platform, Selligent can reach beyond customers to drive personalization for
anonymous site visitors and bring a true audience approach to relationship
marketing by layering behavioral data on top of traditional CRM databases. The
Selligent platform offers a comprehensive feature set, customer centricity, fast
data onboarding, intuitive customer journey mapping and a low total cost of ownership. selligent.com
SG360
SG360°, a Segerdahl company, provides EMPIRICAL MULTI-CHANNEL INTEGRATION to many of the world’s largest and savviest marketers, delivering measurable
ROI, and creating deep connections with those who matter most. It’s an empirical
circle. Defined by four arcs, Empirical Multi-Channel Integration is the perpetual
process of gleaning insights and optimizing performance. That’s how we move
the needle for our clients. That’s how we deliver the ultimate consumer experience. Based in Wheeling, Ill., SG360°’s centrally located campus enables it to
provide tight control and consistency over every phase of the process, leading
to exceptionally efficient, accountable and cost-effective results. SG360.com
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RDIALOGUE
SELLIGENT SA
SPEEDEON DATA
TIBCO
Speedeon Data enables leading retail clients to achieve direct marketing success
in a data-driven world by driving actionable insight, impactful communications,
and measurable results. Speedeon Data delivers the highest quality contact and
marketing data through innovative solutions, which include: Data Append Services, including Reverse Phone and Email Append, Mover Marketing Programs,
Data Optimization and Advanced Hygiene Solutions, and Data Modeling and
Analytics. By combining proven expertise in data analytics and direct marketing
with comprehensive data sources and advanced data technologies, Speedeon
Data facilitates multi-channel marketing capabilities across direct mail, email,
telemarketing, mobile advertising, point-of-sale, and other direct marketing channels. Headquartered in Cleveland, OH, with data center operations in Atlanta, GA,
Speedeon Data has distinguished itself as a leading data solutions provider by
adopting leading-edge technologies, delivering superior data-driven solutions, and
building collaborative client relationships and partnerships. speedeondata.com
TIBCO Software Inc. is a global leader in infrastructure and business intelligence
software helping businesses maximize customer engagement. Whether it’s optimizing offers, cross-selling products, or averting crisis before it happens, TIBCO
uniquely delivers the Two-Second Advantage® -- the ability to capture the right
information at the right time and act on it preemptively for a competitive advantage. Our integration expertise, real-time decision engines, marketer-centric
platform and deep analytic-driven insights help brands deliver relevant, right-time
engagement that increases customer loyalty and lifetime value. With a broad mix
of innovative products and services, TIBCO is the strategic technology partner
trusted by businesses around the world. tibco.com
TARGETBASE
Targetbase is a strategic communications agency that provides marketing technology, business intelligence, analytics and creative services to its clients. Our
agency believes clients become stronger when they leverage the wealth of information consumers provide online every day. Targetbase applies its experience in
acquiring knowledge and key consumer insights and turn that into relevant data
that its creative team can generate brand experiences that consumers want.
The agency brings together direct marketing disciplines, the innovative nature of
digital thinking and the intelligence of marketing analytics, all integrated in one
agency backed by the Omnicom Family. targetbase.com
VERACENTRA
VeraCentra is a CRM agency helping brands transform their organizations
by placing their customers central to their efforts. Using our closed-loop data
driven strategies and technology, our clients are now delivering highly personalized customer experiences resulting in more loyal customers, faster, with less
effort. By combining our analytical, creative and technical services, each client
receives a tailored solution that fits like a glove - marrying customer insight with
the delivery of meaningful customer communications. Our approach is “all-in”
and forthright with executive-level marketing strategists working closely with
clients to provide them with confidence in new approaches, fill capability gaps
where needed and deliver assurance of greater ROI on marketing programs and
customer relationships. Since 1988, VeraCentra has pioneered the approach
to Customer-Centric Marketing Practices. Our ability to deliver continuous and
sustainable value is evident in the solutions we’ve provided to some of the most
recognized and admired brands in the world— many of which we’ve served for over
a decade! veracentra.com
THE FUEL REWARDS NETWORK
Fuel Rewards® is a national loyalty coalition program comprised of merchants
from many different consumer spending categories. The program has harnessed
the unique power and value of immediate cents-per-gallon savings to build a coalition network whereby consumers can earn a common reward currency from
thousands of brands, retailers, restaurants and merchants, simply by making
everyday purchases. By offering a unifying currency and leveraging the program’s
patented processes and systems to support reward issuance, reward redemption
and financial settlement, participating merchants can take advantage of the
combined strength of the rewards program to drive loyalty across their entire customer base. In addition to the popular reward currency, the program also provides
merchants with comprehensive marketing campaigns that promote participating
brands to millions of U.S. consumers. Participating retailers and brands attract
new customers, boost sales, and increase levels of spending and satisfaction
among existing customers. There is no limit to what program members can earn,
and redemption is easy and convenient with over 11,000 participating Shell stations nationwide. Fuel Rewards is owned by Dallas-based Excentus, which has
helped millions of consumers save hundreds of millions of dollars on fuel since
the program launched in 2012. fuelingloyalty.com
WILAND
The Wiland database houses billions of transactions from thousands of brands
spanning many markets and industries, giving us unprecedented visibility into
consumer spending and interests. Leveraging these insights, coupled with innovative analytics, Wiland delivers highly responsive online and offline prospect audiences, optimized consumer connections, and actionable marketing intelligence
— driving incremental sales and profit for our clients. wiland.com
YES LIFECYCLE MARKETING
Our goal at Yes Lifecycle Marketing is to deliver to retailers, data-driven insights
and strategies across all touch-points in the customer lifecycle. By fully integrating data, technology, analytics and insights, communication strategies and
creative, our approach gives retail marketers a single provider with definitive
disciplines delivered in an integrated services model. yeslifecyclemarketing.com

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