chicago 2012

Transcription

chicago 2012

2012
The Future
of Shopping
May 29-31 Issue | Hyatt Regency Chicago
Alexandra W. Wilson
co-Founder of Gilt Groupe
Soraya Darabi’s
Step-by-Step
Plan for an Effective
BOB THACKER
SHOWS US THAT
SMART MARKETING
LEADERS CAN INSPIRE
COMPANIES TO
CREATE BIG IDEAS.
SOCIAL MEDIA STRATEGY
Innovation
Inspires Creativity
HOW EMBRACING
to Happen.
CHICAGO 2012
Paula Puleo
CMO of Michaels Stores
Don’t Miss A Single Minute Of Presentations From
Around The Country – And Across The Globe.
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Agenda
At A Glance
1
Day One
Tuesday, May 29
10:00a – 5:00p
11:30a – 1:15p Registration: Grand Registration Desk – Gold Level, East Tower
Optional Workshops: Epsilon (Columbus EF), Harte-Hanks (Columbus GH) & VMBC (Columbus KL)
General Session
Grand Ballroom
1:45p – 2:00p
2:00p – 3:00p
3:00p – 3:45p
3:45p – 4:30p
Welcome to CRMC 2012: Craig Wood, host
John R. Brandt: Next Generation Innovation & the Fundamentals of Customer Value
Michaels Stores: A Brave New World
Brooklyn Industries, Gap, Stadium, and Wrapp: How European and US Retailers are Using Social &
Welcome
Devon Wylie,
President/CEO,
CRMC
Craig Wood,
Chuck Chapek
Program Chair &
Host, CRMC
CRMC Retail
Committee Chairman
CEO & Founder,
Clarity Group
Vice President CRM,
ANN INC.
To all of our friends, colleagues, returning attendees and first-timers,
You are in the right place … a place where you will find an openness and candor unlike any other event in the
Retail CRM and Marketing industry. Welcome to the 18th Annual CRMC!
As the pace of change in consumer marketing continues to accelerate, we are proud to provide you with the
best of the best in CRM and beyond. With the increasing prevalence of digital, social and mobile marketing
— along with the underlying principle of the importance of the customer — we continue to see the elevated
importance of the CRM discipline for retailers around the globe.
4:30p – 5:15p
5:15p – 6:45p
Mobile to Drive Profitable in-store Sales
GameStop: More Growth, More Knowledge, More Power to the Players
Welcome Reception: Club 151, Sponsored by Acxiom
Day Two
Wednesday, May 30
7:00a – 8:00a
Breakfast: Columbus G-L, Sponsored by Aimia
General Session
Grand Ballroom
8:00a – 8:20a
8:20a – 9:10a
9:10a – 9:55a
9:55a – 10:15a
Welcome to Day Two
Bob Thacker: Today, It’s All About Survival of the Fastest … and Smartest!
GNC: Turning up the Heat on 360 Degrees
Refreshment Break: Solution Zone, Sponsored by VMBC
Concurrent Session
Grand Ballroom
10:20a – 11:05a
11:05a – 11:50a
11:50a – 12:35p
Gilt Groupe: Achieving Unprecedented Customer Engagement with Voice of Customer-Driven Strategies
hhgregg: Turning Customer Contact into Retail Success
Metro: Transforming an Organization Around the Customer
We would like to thank the many retail speakers who have generously given their time and expertise to make this
year’s event possible. It is because of their willingness to share with us that we are here today.
Concurrent Session Grand Ballroom EF
10:20a – 11:05a
11:05a – 11:50a 11:50a – 12:35p
Groupon: Groupon and Building Loyalty
Express: The Express Way to Enhanced CRM
Pick n’ Pay: The Smart Shopper
Executives from Best Buy, GameStop, Groupon, Metro, Pick n Pay and Walgreens are here to share details of
their rewards programs and loyalty strategies. Gilt Groupe, GNC, hhgregg, Express, Michaels Stores and The
Sports Authority will be presenting to the audience new tactics they are using to stay ahead of the game. Bass
Pro Shops and our European retailer panel will be sharing new ways they are implementing social and mobile to
increase store sales. And eBay, Chico’s, Destination Maternity, and Gilt Group will be sharing their thoughts on
the future of shopping during their panel discussion.
END Concurrent Session
12:35p – 1:35p
1:35p – 2:45p
Luncheon: Columbus G-L, Sponsored by Epsilon
Roundtable Discussions:* Grand Ballroom AB, Grand Ballroom EF & Columbus EF
Loyalty and Strategy: Grand AB
Analytics and Implementation: Grand EF
Social and Mobile: Columbus EF
*Solution Zone open during roundtable discussions
2:45p – 3:20p
Extended Refreshment Break & Exhibits: Solution Zone, Sponsored by VMBC
General Session
Grand Ballroom
3:20p – 4:10p
4:10p – 4:55p
5:00p – 6:30p
eBay Inc., Chico’s, Gilt Groupe, & David’s Bridal: The Future of Shopping
Walgreens: Building the Largest Loyalty Program… That Also Builds Customer Loyalty
Networking Reception: Club 151, Sponsored by Harte-Hanks
Day Three
Thursday, May 31
7:30a – 8:30a
Breakfast: Columbus G-L, Sponsored by Aimia
General Session
Grand Ballroom
8:35a – 9:20a
Sports Authority: Creating a Relevant Connection to the 21st Century Customer
9:20a – 10:05a
Bass Pro Shops: Casting a Social Strategy That Reels in Your Core Customer
10:05a – 10:20a
Refreshment Break: Solution Zone, Sponsored by VMBC
10:20a – 11:05a
Best Buy: 1:1 Marketing Capability: Managing the In-Box to Improve Customer Engagement
11:05a – 12:05p
Soraya Darabi: Social Media and How to Make It Work for Your Business
12:05p – 12:20p
Closing Remarks and Giveaway
12:20pAdjourn
This event offers take-home, actionable key concepts and best practices that you can implement at your own
organization. Your retail peers will be taking the stage to share firsthand the techniques and strategies that they
have successfully executed. Over the next three days, you will hear from retail executives who will be showing
you what is fact — and what is fiction — in today’s CRM space.
The CRMC 2012 agenda combines thought leadership with case studies from a wide variety of retailers. The
hallmark of the CRMC has always been the openness and willingness to share results, providing a rare and
authentic look into what is working (and what is not). We are confident that you will find a wellspring of ideas to
improve your company’s performance and profitability. Listen closely, ask questions and translate what you hear
into the needs of your own organization.
In addition to our case studies, you will also hear from three experts who will discuss separate yet
interconnected topics: The fundamentals of customer value and how to market to today’s customer; how
marketing leaders can inspire companies to create big ideas; and how to utilize social and mobile media and
technology to take back the brick-and-mortar store.
While we are confident you will walk away with more ideas and inspiration than you ever expected, you
should also plan on being a part of the event and enjoying yourself. Raise your hand during Q&A, discuss the
presentation content with your fellow attendees, and be sure to attend the sessions, roundtables, receptions and
refreshment breaks while you are here. These are all great opportunities to become involved in the community
that surrounds the annual CRMC.
Our CRMC Sponsors return year after year and are key to our ongoing success. Be sure to visit the Solution
Zone during the Refreshment Breaks to find out more about their innovative offerings, and how their solutions
can help you and your organization. They are here to help our retail attendees become better marketers and help
retail organizations stay ahead.
We welcome you, and we are delighted to bring you another great CRMC!
2
Our Sponsors
BLINDED BY DATA?
Partner Sponsors
SEE THE POTENTIAL OTHERS MISS.
®
Platinum Sponsors
3
Gold Sponsors
To win in the age of the empowered consumer, retailers must apply insight that recognizes,
anticipates and customizes to individual needs whenever and wherever customers engage
with brands. Doing so requires an engagement strategy not with a product, channel, media or
functional focus but with a customer-centric focus that responsibly leverages the intersection of
multidimensional brand and supplier consumer data to influence and sense consumer behavior.
Silver Sponsors
www.acxiom.com • 1.888.3ACXIOM
Visit our booth at CRMC 2012 to learn how Acxiom is helping retailers
target and deliver personalized, coordinated and measurable customer
engagement across touch points – wherever it matters, in scale.
4
Committees
YOUR
BUSINESS
CRMC 2012 Retail Advisory Committee
2012 Sponsor Advisory Committee
CRMC Retail Advisory Committee
Chairman
Kohl’s Department Stores
89 Degrees
Kobie Marketing
Jesse Blount
Bram Hechtkopf
ANN INC.
Chuck Chapek
Director of Seasonal Planning and Direct
Marketing
Arthur Sweetser
Vice President CRM
Advance Auto Parts
David Scamehorn
Director, DIY Customer Business Analytics
Army & Airforce Exchange Service
Joyce A. Bowers
VP, Strategic Corporate Communication
AVEDA
Kelly Eisinger
RESULTS
DELIVERED
Chris Duncan
Loehmann’s
Affinion Group
Vice President Marketing
Senior Vice President
Mara Kelly
Affinity Solutions
Vice President, Marketing Systems
Vice President, Retail Strategy and
Account Management
Gregg Aamoth
Bare Necessities
Sean Breckenridge
Director of Marketing
BFUSA
Jim Stahulak
Director, Digital and CRM/Internet
Marketing
Dave’s Soda & Pet City
Dave Ratner
President
eBay Inc.
Veronica Katz
CSA Retail Marketing, Strategy and
Alliances
EXPRESS
Jim Thompson
Director, Customer Marketing
Family Dollar
Thad Wengert
Director of Digital Marketing and CRM
Foot Locker
Sarika Rastogi
Director of CRM/Loyalty & Research
GameStop
Jenn McMillen
Division Vice President Loyalty & CRM
GNC
David Sims
Vice President, CRM
Cecelia McLaughlin
Payless ShoeSource
Chuck Pascalar
Senior Vice President of Marketing
Pep Boys
Ron Stoupa
Vice President Marketing
Pilot Flying J
Drew Graham
Manager, Loyalty & Customer Service
Rent-A-Center
Tim Pitt
Vice President, Marketing
Saks Fifth Avenue
Andrew Pyper
Vice President Credit & Loyalty Marketing
Shopko
Dianne Parker
Vice President of CRM
Stein Mart
Donna Mills
Director, Partner Programs
Stride Rite
Erica Thompson
Senior Vice President, Marketing
The Bon Ton Stores
Cathleen Jacobson
Divisional Vice President, Media Buying
ULTA
Paulo Claussen
Director of Loyalty
Vice President, Marketing & Business
Development
Lift361
Ed Higdon
President
LoyaltyOne
Dennis Armbruster
Managing Partner
Metrics Marketing
Todd Thompson,
Partner
Aimia
rDialogue
Laura Hewitt
Phil Rubin
Regional Knowledge Director
CEO & President
Anchor Retail Solutions
RR Donnelley
Mark Schenker
Pamela A. Gaul
President
Director, Market & Business Development
Brierley+Partners
Segerdahl Group
Bill Dandy
Don Farrell
Chief Relationship Officer
National Accounts Director
CAC Group Inc.
SHC Direct
Rob Morgan
John Morris
Chief Marketing Officer
Vice President Business Development
Cartera
SoundBite
Matt Martella
Mike Romano
Director, Merchant Partnerships, In-Store
Merchant Services
Senior Vice President, Mobile Sales and
Services
Customer Communications
Group, Inc
Specialty Print Communications
Sandra Gudat
Dustin LeFebvre
Executive Vice President
President/CEO
Speedeon Data
Discover
Gerard Daher
Kelly McSwain
President
Manager, Rewards
Targetbase
dunnhumbyUSA
Brian Shedd
Piyush Zaveri
Vice President Business Development
Vice President, Consumer Markets
TIBCO Loyalty Lab
Epicor
David Rosen
Will Stephenson
Strategy, Analytics & Consumer Insights
CRM Solution Consultant
Tribune
Epsilon
Kristin Sullivan-Stoesser
David Gray
Director, Data Solutions
Director of Field Marketing – Marketing
Technology Solutions
Vertis Communications
Experian Marketing Services
Senior Director Marketing
Special Advisors & Contributors
Ken Banks, KAB Marketing
Craig Murray
Vice President Sales
Harte-Hanks
Lauri Sibert
VMBC
Joe Cox
President
Senior Vice President, Retail Markets
Wiland Direct
Stephanie Fischer, Global Retail Marketing Association
Infogroup Targeting Solutions
Senior Vice President, New Business
Development
Rickie Hall, Rickie Hall and Associates
Vice President of Sales
John Morris, SHC Direct
David Slavick, Customer Communications Group, Inc.
aimia.com
Tom Tracy
Cary Zackman
John Goodman, Pareto Marketing
We see relationships differently. Visit us to learn more.
John Boccuzzi
Macy’s
Vice President Direct Marketing
Bass Pro Shops
Jim Harold
General Manager – Consumer Industry
Group
Macy’s
Acxiom
Vice President, Strategic Marketing
Global Marketing Manager – Consumer
Engagement
Jay Dunn
OUR
INSIGHT
Kohl’s Department Stores
Francey Smith, Francey Smith & Associates
Mark Pearson, SolutionSet
Dave Thorpe, DAT Marketing
Steve Borelli
inStream
Ann Raider
President & CEO
Jerry Joyce
6
Map
7
Map
8
Table
Of Contents
Sponsors...................................................4
Committees...............................................6
Conference Agenda Day 1......................11
Roundtable Discussions.........................21
Optional Workshops...............................25
Speaker Biographies..............................26
Sponsor Company Descriptions............37
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General Information
Badges: Please 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.
Breakfast: Wednesday’s breakfast will
be served from 7:00am – 8:00am, and
Thursday’s breakfast will be served from
7:30am – 8:30am. Breakfasts are sponsored
by Aimia and are held in Columbus G-L.
Breaks: The Refreshment Breaks are
located in the Solution Zone in Columbus
A-D and will be held at 9:55am and 2:45pm
on Wednesday. Thursday’s refreshment break
is at 10:05am. Breaks are sponsored by
VMBC.
Cell Phones: Please remember to keep
your phones turned off or in silent mode
during the presentations.
Evaluations: Your feedback is vital to us as
we develop future CRMC programs. Please
fill out the speaker evaluation forms during
the event and/or complete the post-event
survey, which will be emailed to you following
the event.
Luncheon: Wednesday’s Luncheon will be
held from 12:35pm – 1:35pm in Columbus
G-L. The Luncheon is sponsored by Epsilon.
Receptions: The Welcome Reception will
be held Tuesday from 5:15pm – 6:45pm and
is sponsored by Acxiom. The Networking
10
Reception will be held Wednesday from
5:00pm – 6:30pm and is sponsored by
Harte-Hanks. Both Receptions will be held in
Club 151 on the Lobby Level of the hotel.
Staff: Staff members wear identifying badges
and are here to help, so please feel free to
call on them for questions or assistance.
Roundtable Discussions: The
presentations that are made available
to us will be posted on the CRMC
Community site following the event at
http://crmc2012.pathable.com. We
encourage you to become a member to
stay connected with the CRMC Community
throughout the year.
Roundtable Discussions are divided into
three categories and will be held in separate
ballrooms: Grand Ballroom AB (Loyalty &
Strategy), Grand Ballroom EF (Analytics &
Implementation) and Columbus EF (Social
& Mobile). Please refer to Page 21 of
the showbook for a list of all Roundtable
Discussions.
Sessions: On Tuesday, the General
Session takes place in the Grand Ballroom
and begins at 1:45pm. The General Session
concludes at 5:15pm. Wednesday’s Session
also takes place in the Grand Ballroom,
beginning at 8:00am and concluding at
5:00pm. Wednesday’s Concurrent Session
will be held from 10:15am – 12:35pm.
Session A (hhgregg, EXPRESS, and Metro)
takes place in Grand Ballroom A-D. Session
B (Groupon, Express and Pick n’ Pay) takes
place in the Grand Ballroom EF. Following the
Concurrent Session, the Luncheon begins in
Columbus G-L. Thursday’s Session begins at
8:30am and concludes at 12:20pm.
Showbook: The CRMC 2012 showbook
was designed by Customer Communications
Group, Inc. The Segerdahl Group sponsored
the printing.
Speaker Handouts: Conference
Exhibits: Sponsor Booth Exhibits are
located in the Solution Zone in Columbus
A-D and are there for you to visit during
the three Refreshment Breaks and the
Roundtable Discussion Session. A map
of the exhibit booths in the Solution Zone
can be found on Page 8. Be sure to stop
by and meet representatives from all of the
companies that make the CRMC possible.
Visit 20 of the 30 booths, and you will be
entered to win an Apple iPad, iPod, gift
certificates and more at the end of the event.
Agenda | Day 1
Tuesday, May 29
LoyaLty programs
Point-of-Sale
10:00a – 5:00p
Registration: Grand Registration Desk, East Tower
11:30a – 1:15p Optional Workshops: See Page 25 for Workshop Details
General Session Grand Ballroom
1:45p – 1:55p
Welcome to CRMC 2012: Craig Wood, Host
1:55p – 2:00p
First Session Introduction: Jim Harold, Senior Vice President & General Manager –
Consumer Industry Group – Acxiom
2:00p – 2:45p
John R. Brandt: Next Generation Innovation & the Fundamentals of Customer Value
John R. Brandt, Global Strategist and CEO – MPI Group
Web
apps
Traditional Media
mobiLe Devices
Social
emaiL
As one of the world’s leading researchers on the intersection of innovation, management and marketing,
John works closely both with leading CRM firms and executive teams to create dramatically improved
customer value and experience. Drawing on data from thousands of companies worldwide and in-depth
client experience, John has identified the fundamentals of customer value creation — strategies that work in
any firm in any industry. In Next Generation Innovation, he outlines a methodology with which any firm can
rethink and reinvent the customer value and information it delivers.
2:45p – 3:00p 3:00p – 3:30p
John Brandt Q&A
Michaels Stores: A Brave New World
Paula Puleo, Chief Marketing Officer – Michaels Stores
Mike Wagner, Vice President of Sales, Consumer Industries – Acxiom
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Under the leadership of Paula Puleo, CMO, the focus of the nation’s largest arts and crafts specialty retailer
is to understand and engage consumers in brave new ways that inspire and enable them to experience
creativity. But that wasn’t always the case for this retailer. Join this session to see how Paula’s team is
embracing innovation and transforming how Michaels Stores understands and interacts with consumers to
truly be the place where customers believe creativity happens.
These are not just touch points,
but complex experiences controlled
by consumers.
You need the whole picture
to do real business.
3:30p – 3:45p
Michaels Stores Q&A
3:45p – 4:15p
Brooklyn Industries, Gap, Stadium, and Wrapp [Panel]: How European and US
Retailers are Using Social & Mobile to Drive Profitable in-store Sales
Lexy Funk, co-founder and CEO – Brooklyn Industries
Soundar Koneti, Senior Director Brand Strategy - Gap
Lars-Johan Lajjo Strand, Chief Marketing Officer – Stadium
Hjalmar Winbladh, Co-founder – Wrapp
Consumer
ConneCtioneering
Retailers have struggled for years, trying just about anything that offered profitable, measureable ways to
use the Internet and social media to get the customers they want into their stores and buying. Few, however,
have lived up to their promises. In this fireside chat, Hjalmar Winbladh will talk with executives from Elkjop,
Dixon Retail’s consumer electronics chain in Northern Europe; Stadium, Swedens largest sporting goods
retailer; and Brooklyn Industries, purveyor of designer bags and clothing, about the challenges they have
faced in their marketing strategies, and the ways they are now utilizing social media and mobile platforms to
generate brand awareness, increase high-margin sales, and activate their companies’ Facebook fans – along
with all of their friends.
sm
4:15p – 4:30p
Brooklyn Industries, Gap, Stadium, and Wrapp Q&A
4:30p – 5:00p
GameStop: More Growth, More Knowledge, More Power to the Players
See how you can connect to your consumers just like these Harte-Hanks customers
Jenn McMillen, Division Vice President, Loyalty & CRM – GameStop
This presentation comes directly from retail customer loyalty front lines. Back by popular demand, Jenn
continues to share the unfolding story of GameStop’s PowerUp Rewards. Previously, she took us on the
journey of loyalty program creation and shared the results of the PowerUp pilot and national rollout. This
year, Jenn will show the CRMC audience how GameStop is leveraging the data to grow share of wallet
and purchase frequency; shift behavior to higher margin products; and stimulate trade behavior … while
simultaneously using the data across the entire GameStop portfolio. Hear how the mantra “knowledge is
power” is driving the decisions of a $10B retailer.
Harte-Hanks.com
contactus@harte-hanks.com
(800) 456-9748
5:00p – 5:15p 5:15p – 6:45p
GameStop Q&A
, Club 151, Lobby Level
Welcome Reception: Sponsored by
Book Signings: Bryan Pearson, The Loyalty Leap, and Ken Banks & Robyn
Winters, BrainBranding
12
Agenda | Day 2
Wednesday, May 30
7:00a – 8:00a
Breakfast: Sponsored by
General Session
Grand Ballroom
8:00a – 8:15a
Welcome to Day Two: Charles Chapek, Vice President CRM – ANN Inc. & CRMC
Retail Advisory Committee Chairman
8:15a – 8:20a Second Day First Session Introduction: Joe Cox, President – VMBC
8:20a – 8:55a
, Columbus G-L
Bob Thacker: Today, It’s All about Survival of the Fastest … and Smartest!
Bob Thacker, Executive Director – Adopt-A-Classroom & Fmr. SVP Marketing – OfficeMax
Customer connectivity is key to all marketing. It begins with truly understanding and appreciating who your
customer is. In these challenging economic times, it seems harder and harder to get big ideas without
money. However, it’s not impossible. During this session, Bob will share how smart marketing leaders inspire
big companies to create big ideas.
8:55a – 9:10a Bob Thacker Q&A
9:10a – 9:40a
GNC: Turning Up The Heat On 360 Degrees — Making Customer-Centricity More Than Just a Buzz Word
Dave Sims, Vice President, CRM – GNC
Jeff Simpson, Senior Vice President, Retail & Consumer Brands – Harte-Hanks
13
Understanding customer behavior across multiple channels isn’t easy (and it’s getting harder). These
interactions with loyalty programs, traditional media, apps, at the point of sale, on the web and mobile
devices are more than just data points — when connected properly they yield rich sources of insight about
how and why your customers buy and what you can do to improve that experience. Learn how GNC
addresses the opportunities (and challenges) of putting the customer at the center of every decision they
make and how they pursue the promise of a “360 degree” understanding of their customers.
9:40a – 9:55a
GNC Q&A
9:55a – 10:15a
Refreshment Break: Solution Zone, Sponsored by
Concurrent Session Track A - Grand Ballroom A-D
10:15a – 10:20a
Concurrent Session Introduction: Charlie Simmons, Executive Vice President –
Sales – Harte-Hanks
10:20a – 10:50a
Gilt Groupe: Achieving Unprecedented Customer Engagement by Implementing Voice of Customer-Driven Strategies
Welington Fonseca, Head of CRM – Gilt Groupe
Ernan Roman, President – Ernan Roman Direct Marketing
During this session you will learn how to achieve unprecedented levels of new sales, repeat sales and
customer engagement with five critical new VoC research insights that are essential for your social and
multichannel strategies: 1) Consumers are selecting companies who Engage Them and Seek Their Input; 2)
Customer-driven Relationships and Personalization are essential competitive differentiators; 3) Preferencedriven, personalized, multichannel communications are the new expectation; 4) The Powerful Reciprocity of
Value Equation and 5) Most Preference Centers Aren’t Useful. Plus, learn how Gilt is transforming online
customer experiences by partnering with customers to create highly personalized and relevant shopping
experiences. Learn how they have used VoC data to lift sales in both the email and web experience, resulting
in increased customer conversion and higher repeat rates. Finally, you will gain insights into efforts to push
customer service into the social arena. You will leave this session with five operational tactics that will
transform your business.
10:50a – 11:05a Gilt Groupe Q&A
14
Day 2 | Agenda
Agenda | Day 2
Wednesday, May 30
Wednesday, May 30
11:05a – 11:35a
hhgregg: Turning Customer Contact into Retail Success
Concurrent Session Track B - Grand Ballroom EF
Jeff Pearson, Senior Vice President, Marketing – hhgregg
Jeff Caplan, Partner and Vice President – 89 Degrees
10:20a – 10:50a
11:35a – 11:50a
11:50a – 12:20p
Jay Hoffmann, GM Rewards – Groupon
hhgregg, the 208-store appliance and electronics retailer — and fourth fastest growing U.S. retailer — has
tripled in size and sales in the last four years, owing much to better targeting, identifying and reaching its
customers and prospects hundreds of millions of times per year across direct, digital and social media. In a
journey that began with making its direct mail more effective, hhgregg has conducted a channel optimization
campaign where they were able to migrate more than 5 percent of customers from DM to email only.
Identifying e-responsive households saves hhgregg almost $500,000/year in DM expense without any loss
in sales. Further leveraging that customer data with trigger email marketing programs, hhgregg has been
able to deploy timely and relevant messages that produce an on-average response lift of 45 percent.
10:50a – 11:05a
Groupon Q&A
hhgregg Q&A
11:05a – 11:35a
Express: The Express Way to Enhanced CRM — How Express Is Transforming CRM With Advanced Analytics and Customer Engagement
Groupon has disrupted the local commerce market through its featured deal offerings since it launched in 2009.
In line with its commitment to being the platform that helps businesses attract and retain valuable customers, the
company recently released Groupon Rewards. The program utilizes card-linked technology to seamlessly reward
customers for returning to participating merchants over and over again. Jay Hoffmann joins us to share Groupon’s
experience of building a rewards program from bottom up, including challenges, key metrics, and reception to date
by consumers and merchants alike.
Metro: Transforming an Organization Around the Customer
Jim Thompson, Director of Customer Marketing – Express
Don Smith, Vice-President, Customer Insights & Innovation – Brierley+Partners
Marc Giroux, Vice President, Marketing – Metro Inc.
Marc Fischli, Chief Operating Officer – dunnhumby Canada
Express’s new paradigm integrates data from all available customer touch points into a single repository of truth.
Customer-specific data are allowed to interact and interweave, permitting a more robust view of how customers
engage our brand, products and the broader universe of fashion apparel. Express is using this diverse array of
data to craft personalized and relevant customer experiences. Express.com browsing behavior is tracked to gauge
level of brand interest, establish product-specific purchase paths and serve dynamic content to site visitors; social
media channels are being used to promote new offerings, drive viral marketing efforts and augment customer
profiles; segmentation solutions permit personalized and nuanced messaging as campaign targeting strategies
simultaneously leverage RFM, engagement and psychographic segmentations; predictive models are used to
identify purchase propensity, proactively counteract churn, re-engage lapsing customers and maximize value.
The Express mobile app fosters further engagement by serving unique offers and “Perks,” and these activities are
tracked to help further craft personalized communications with Express shoppers.
Discover how Metro, a leading Canadian grocery retailer, created a new loyalty program, Metro & Moi, to
drive a 94 percent satisfaction rate among customers — dramatically higher than the industry average. Find
out first-hand how they effectively engaged their customers in a loyalty program to help them to achieve
meaningful rewards, using surprisingly simple techniques. You will also learn how they leveraged the benefits
of their customer loyalty program to achieve broader customer-centric aims across all areas of the business,
including pricing, promotions and assortment.
15
12:20p – 12:35p
Groupon: Groupon and Building Loyalty
Metro Q&A
11:35a – 11:50a
Express Q&A
Happy Returns
Whether it’s bricks, clicks or apps, your customers have
many choices where to spend their money. A customized
engagement program from Affinion can help strengthen
customer loyalty and keep them coming back.
Contact us at retail1@affinion.com to
learn more about our proven retail strategies
DON’T MISS!
Affinion’s Brand Building
Roundtable Discussion
“The Fifth Wall”
@ CRMC
May 30, 2012
Following the
Luncheon
www.affinion.com
16
Day 2 | Agenda
Agenda | Day 2
Wednesday, May 30
Wednesday, May 30
11:50a – 12:20p
2:45p – 3:20p
Pick n’ Pay: The Smart Shopper
Steve Hoban, General Manager Smart Shopper – Pick n Pay South Africa
Amanda Cromhout, Founder – Truth
Amanda and Steve have traveled across an ocean to show us the results of South Africa’s single biggest
loyalty initiative — one year on. They will uncover learnings — both good and bad; along with how they
launched to market in just six weeks by maximizing a shiny new database of loyal customers … and how the
CRMC audience can also maximize the impact of true customer segments.
12:20p – 12:35p
Pick n’ Pay Q&A
Extended Refreshment Break & Exhibits: Sponsored by
,Solution Zone
Take this opportunity to visit CRMC sponsors’ booths in the Solution Zone. Visit 20 of 30 booths and be entered
in a drawing to win an iPad 3, iPod, Kindle, gift certificates and more! Must be present at closing of conference to
win.
3:20p – 3:25p
Session Introduction John Bartold, Vice President Loyalty Solutions – Epsilon
General Session
Grand Ballroom
3:25p – 3:55p
Chico’s, eBay Inc., David’s Bridal, and Gilt Groupe: The Future of Shopping —
Upcoming Trends and What’s New
END Concurrent Session
12:35p – 1:35p
Luncheon: Sponsored by
1:35p – 2:45p
Roundtable Discussions:* Grand Ballroom AB, Grand Ballroom EF & Columbus EF
Barb Buettin, Director – CRM Enterprise Information Management – Chico’s FAS
Veronica Katz, CSA Head of Retail Marketing, Strategy & Alliances – eBay, Inc.
Lynne Leger, Vice President Strategic Partnerships – David’s Bridal
Alexandra Wilkis Wilson, Co-founder – Gilt Groupe
See Page 21 for list of Roundtable Discussions
Veronica Katz of eBay, Inc., will lead this panel to discuss upcoming trends in CRM, as well as what is new in the
world of POS, customer service and mobile payments for both off-line and online retailers.
,Columbus G-L
Loyalty and Strategy: Grand AB
Analytics and Implementation: Grand EF
Social and Mobile: Columbus EF
3:55p – 4:10p
*Solution Zone open during Roundtable Discussions
Chico’s, eBay Inc., David’s Bridal, and Gilt Groupe Q&A
18
17
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Visit us at the Affinity Solutions booth on May 29th
through May 31st. To learn more, go to affinitysolutions.
com today.
Real time. Real results.
Brierley+Partners offers everything you need to succeed in CRM and loyalty
today. The thinking, the technology, the creative execution. It’s total CRM and
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BP_11231_CRMC_AD_C04.indd 1
3/6/12 12:27 PM
Day 2 | Agenda
Agenda | Day 3
Wednesday, May 30
Thursday, May 31
4:10p – 4:40p
7:30a – 8:30a
Breakfast: Sponsored by
General Session
Grand Ballroom
8:30a – 8:35a
Session Introduction: Terri Luckcraft, VP, Group Account Director/Client Services – Aimia
8:35a – 9:05a
Sports Authority: Creating a Relevant Connection to the 21st Century Consumer
Walgreens: Building the Largest Loyalty Program… That Also Builds Customer Loyalty
Adam Holyk, Divisional Vice-President, Loyalty and Insights – Walgreen Co.
In September of 2012 Walgreens is launching an innovative customer loyalty program that is projected to
become the largest retail program in the world. Entering a crowded market with over 2 billion loyalty memberships,
Walgreens was able to effectively combine deep customer insights and leading technology to introduce a best-inclass loyalty program that truly rewards customers and enables Walgreens customer strategy. Takeaways include
how to design a best-in-class loyalty program by listening to your customers; leveraging of insights and technology
to differentiate in a crowded loyalty market; and why a great loyalty strategy is part of a great company strategy.
4:40p – 4:55p
Walgreens Q&A
5:00p – 6:30p
, Club 151, Lobby Level
Networking Reception: Sponsored by
Book Signing: Alexandra W. Wilson, By Invitation Only
, Columbus G-L
Colleen Becker, Director of Customer Loyalty – Sports Authority
Joe Newsum, Senior Vice President of Marketing – Sports Authority
David Rosen, Senior Director, Loyalty Strategy – TIBCO Loyalty Lab
Sports Authority has a rich history, dating back almost a century, of being an industry leader in providing a wide
assortment of quality, brand-name sporting goods. Sports Authority is creating a new and relevant voice to its
customer through the convergence of data warehousing, business intelligence, CRM and loyalty marketing. Learn
what Sports Authority is expecting from this exciting company-wide initiative, and the steps that will help them reach
their goals. Loyalty Lab will share how they are empowering Sports Authority to deliver on their business goals and
consistently exceed their consumers’ expectations.
®
9:05a
– 9:20a
Sports Authority Q&A
9:20a – 9:50a
Bass Pro Shops: Casting a Social Strategy That Reels in Your Core Customer
Sean Breckenridge, Director of Marketing, Customer Retention & Development – Bass Pro Shops
As marketers, we must now change the question from “how do you do social” to “how to be social.” It’s no longer
enough to simply have a presence on social media. Brands must now be a part of the conversation, and there’s no
better way to do this than to have a brand that seamlessly incorporates into consumers’ lives. Join this session to find
out how social media can influence and augment your customer retention efforts and drive increased engagement
with your brand. Learn from Sean Breckenridge, Director of Marketing, Customer Retention & Development at Bass
Pro Shops, what mediums and content have worked and which have missed at this hunting, fishing and camping
superstore.
19
9:50a – 10:05a
Bass Pro Shops Q&A
10:05a – 10:20a
Refreshment Break – Sponsored by
10:20a – 10:50a
Best Buy’s 1:1 Marketing Capability: Managing the In-Box to Improve Customer
Engagement
, Solution Zone
Michelle Breitbarth, Director, 1:1 Marketing – Best Buy
Dennis Armbruster, Managing Partner - LoyaltyOne Consulting
Best Buy, the world’s largest consumer electronic retailer has developed a innovative contact strategy approach
to align Best Buy’s enterprise-wide customer centricity efforts. Discover how Best Buy journey has evolved from
speed and scale to focus on customer experience. Take Aways include how Best Buy leveraged key data insights to
develop portfolio strategies and redirect contact strategies matching customer interaction based on multi-dimensional
relationships customers have with Best Buy’s brands. Learn about key business and customer engagement success
metics and how they are translating the approach to other digital channels.
10:50a – 11:05a
11:05a – 11:50a
Best Buy Q&A
Soraya Darabi: Social Media — How to Make It Work for Retailers
Soraya Darabi, Digital Strategist & Co-Founder – Foodspotting
In this back-to-basics speech, Soraya Darabi teaches retail businesses how to create a social media strategy with
an effective ROI of returned users, increased engagement with your brand, increased sales opportunities, new
demographics of purchasers and an overall perception of brand innovation. In this address Soraya explains why
it’s so important to effectively leverage social media and organic marketing to increase the potential of your retail
platform. In the speech she lays out her five pillars for success in social media. She offers tips on how to leverage
emerging mediums and up-and-coming social networks to best enhance brand presence; maintain customer loyalty;
reach a new generation of fans, followers and subscribers; and increase web traffic to your brand’s web page.
CRMC attendees will learn what is most relevant in today’s digital workplace.
11:50a – 12:05p
Soraya Darabi Q&A
12:05p – 12:20p
Closing Remarks and Giveaway
12:20pAdjourn
20
Roundtable Discussions
Loyalty & Strategy Grand Ballroom AB
1. 89 Degrees: Turning Customer Contact Into Retail Success
Jeff Caplan, Partner and Vice President – 89Degrees
Jeff Pearson, Senior Vice President, Marketing – hhgregg
2. Acxiom: Measuring the Effectiveness of Your CRM Solution
Gary Ostrager, Senior Strategist – Retail & CPG – Acxiom
3. Affinion Group: The Fifth Wall – Building a Brand That
Extends to Your Customer’s Everyday Life
John Boccuzzi Jr., Senior Vice President– Affinion Group
Rob DiPetro, Vice President – Affinion Group
4. Anchor Retail Solutions: Leveraging Powerful Marketing
Solutions to Your Customer Base
Mark Schenker, President – Anchor Retail Solutions
5. BrainBranding: Are you targeting too specifically?
BrainBranding can expand your market.
6. Customer Communications Group: Loyalty ROI Through
10. Kobie Marketing: The Best Technology to Drive Customer
14. SHC Direct: Make Your POS Smarter — Extend Its Capabilities
Data Insights and Truly Strategic Communications
Engagement & Generate Measurable Results
for Loyalty Program Operation
Sandra Gudat, President/CEO – Customer Communications Group
David Slavick, VP Retail Consulting – Customer Communications
Group
Carlos Dunlap, Practice Director of Loyalty Consulting –
Kobie Marketing
Mark Horbal, CIO, Senior Vice President Enterprise & Innovation –
SHC Direct
7. Discover: Driving Retail Growth Through Partnerships
Sharon Burger, Manager, Rewards – Discover
Kelly McSwain, Manager, Rewards – Discover
8. Harte-Hanks: Connecting Customer Interactions and
Behaviors Across Multiple Channels
Charles Noland, Senior Vice President – Marketing Analytics –
Harte-Hanks
9. Infogroup Targeting Solutions: When Will Then Be Now?
11. LoyaltyOne: Give Me Some Attitude: What Consumers Say
About Loyalty Leaders
15. Targetbase: Driving Incremental Sales
Brian Shedd, Vice President Business Development – Targetbase
Dennis Armbruster, Vice President Integrated Marketing –
LoyaltyOne
12, LoyaltyOne: Q&A With Bryan Pearson, Author of The Loyalty
Leap — Turning Customer Information Into Customer Intimacy
Bryan Pearson, President – LoyaltyOne
13. rDialogue: Multi-Dimensional Measurement for Loyalty
Phil Rubin, CEO & President – rDialogue
Soon. A Discussion on Recency, Time and Location
Christian Ward, Chief Data Officer – Infogroup
Ken Banks & Robyn Winters, authors of BrainBranding —
Activate the Brain, Stimulate Your Brand
22
21
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©2012 Discover Bank, Member FDIC
DC_12_00396_Sponsorship_Ad_0322.indd 1
3/23/12 9:54 AM
Analytics & Implementation Grand Ballroom EF
1. Affinity Solutions: Accessing 3rd Party Data — What’s on
Social & Mobile Columbus Ballroom EF
6. Experian Marketing Services: Using Data and Insights to
1. Aimia: How Digital Is Forever Changing Loyalty Management
6. TIBCO Loyalty Lab: What Marketers Need to Know —
your wish list?
Build a Customer-engagement Framework
– Using Audience Data to Drive Digital Decisions
Connecting Facebook to Loyalty Programs
Tom Tracy, Vice President Retail Strategy & Account
Management – Affinity Solutions
Daniel McCrillis – Experian Marketing Services
Doug Rozen, Senior Vice President – Aimia
David Rosen, Strategy, Analytics & Consumer Insights –
TIBCO Loyalty Lab
Graham Blankenbaker, Chief Technology Officer –
TIBCO Loyalty Lab
2. Brierley+Partners: Achieving a Comprehensive View –
Database Integration of Customer Engagement Points
Don Smith, Senior Vice President, Consumer Insights &
Innovation – Brierley+Partners
3. Cartera: Engaging the Multi-Channel Consumer —
Acquisition and Retention Strategies
Matt Martella, Director – Merchant Partnerships – Cartera
4.dunnhummbyUSA: Translating Big Data into
Actionable Insights
7. Lift361: Five Best Practices for Empowering Your Strategies
With Data
Ed Higdon, President – Lift361
8. Metrics Marketing Group: Microsoft Tags vs. QR Codes —
When and Why for Each
Amy Bamberger, Technology Integration Specialist – Metrics
Marketing Group
9. Speedeon Data: Using Data Models to Maximize New
Mover Program Results: A Comparative Analysis
Gerard Daher, President – Speedeon Data Corporation
Piyush Zaveri, Senior Vice President Consumer Markets –
dunnhumby
Marc Fischli, COO – dunnhumby
10. Vertis Communications: New Movers — How Focusing on
5. Epsilon: Loyalty, More than Discounts: Insight, Interaction
Tim Hendricks, Senior Vice President Marketing Services –
and Engagement
23
John Bartold, Vice President, Loyalty Solutions – Epsilon
This Demographic Drives Sales and Loyalty
2. Epicor: Best Practices in Mobile Clienteling
Will Stephenson, CRM Solutions Consultant – Epicor
3. inStream: Your Mobile Strategy – mCommerce or Enhanced
CRM?
Anand Raman, Vice President of Digital Programs – inStream
4. The Segerdahl Group: Going Viral — the Next Generation
7. VMBC: New Strategies for Using Location-based Technology
to Build Sales and Brand Loyalty
Joe Cox, President – VMBC
Mark D’Amico, Director of National Accounts – VMBC
of Direct Mail
Don Farrell, National Accounts Director – The Segerdahl Group
5. Soundbite Communications: Mobile Databases and
Consumer Behavior: What They Say, What They Want and
Knowing the Difference
Joe Dacey, Director of Mobile Sales – Soundbite Communications
11. Wiland Direct: Data Driven CRM — Working With 3rd
24
parties to Drive In-Store & Direct Revenues
Ellen Smolyar, Director, CRM – Crate & Barrel
Jerry Joyce, SVP New Business Development – Wiland Direct
Making every customer feel special.
The universe of customer data is
expanding exponentially. We know
how to translate Big Data into
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Around the world, from bricks to
clicks, we’ve helped the world’s
biggest retailers and brands serve
their customers better. We empower
our partners to personalize the
experience — turning insights into
action in areas such as loyalty,
communications and merchandising —
In a customer-driven world moving at warp speed,
you need instant insights on your cross-channel
retail customers.
Let Infogroup Targeting Solutions bring these
marketing insights to save you the time and
resources to ultimately drive more online and offline
purchases.
Please visit us at Booth # 7.
For more information, please contact Malti Shukla
at 402.836.5541 or Malti.Shukla@infogroup.com.
to deliver measurable value.
www.infogroup.com
2012 Workshops
Speakers
Epsilon Workshop – Columbus EF
Nice” list! Learn the “Dos and Don’ts” of mobile marketing by examining real-world
mobile examples from brands like yours — some that deserve a gold star and some
that, well … don’t. Join us to find out who is doing it right. This is one workshop you
won’t want to miss!
Making Marketing Data Work For You: Ten Proven Practices for
Successful Retailers
Stacey Hawes, Senior Vice President of Account
Management, Epsilon Targeting
VMBC Workshop – Columbus KL
Phil Kaus, Director Enterprise Analytics, Cabela’s
Is your current marketing data strategy working for you — as
best as it can? Join Epsilon Targeting for this must-attend
workshop and learn the 10 proven data practices that bestin-class retailers are implementing in order to measurably
increase their marketing results and ROI. Join Stacey Hawes, Senior Vice President
of Account Management, to learn how successful retailers are using high-performing
data to acquire, retain and reactivate customers.
Harte-Hanks Workshop – Columbus GH
The Marketer’s Mobile Readiness Boot Camp
Michele Fitzpatrick, Senior Vice President, Strategy &
Insight, The Agency Inside Harte-Hanks
Jeannette Kocsis, Senior Vice President, Digital
Marketing, The Agency Inside Harte-Hanks
SHE PREFERS
SHOPPING BY
PHONE.
By 2015, US eCommerce sales are expected to
reach $304 billion*. It’s time to upgrade your omnichannel loyalty and engagement strategy.
We can help. Call 800-821-7892.
800.821.7892 | www.kobie.com
EXPERIENCE LOYALTY™
To learn more about
omni-channel loyalty, scan
or go to kobie.com/crmc
Joe Cox, President, VMBC
Greg Hill, Vice President Marketing, VMBC
Mark D’Amico, Director of National Accounts, VMBC
Mobile is fast becoming the primary customer touchpoint for your
brand. And your loyalty programs need to not just exist on the
mobile platform, but thrive there. Come to this dynamic, interactive
session and learn first-hand the most effective strategies and
tactics behind designing and managing a customer loyalty
program that takes full advantage of all that mobile has to offer.
We’ll detail ways to better engage your existing loyalty database,
best practices for growing your audience through mobile, and
tactics for energizing your base and creating an even deeper
sense of loyalty and connection to your brand — all in ways that
deliver even greater value to your most important customers. Don’t
miss the session that will have an immediate impact on the growth
and performance of your entire CRM program.
John R. Brandt, CEO & Founder – The MPI Group
Dennis leads the development of innovative loyalty strategies for LoyaltyOne Consulting
clients throughout North America. He directs a team of internationally recognized
practitioners who have worked with companies across the business spectrum, including
MGM MIRAGE, Eddie Bauer, Best Buy, HP Software and Visa International. Dennis has
more than two decades of experience consulting to companies in the retail, financial
services, airline, hospitality, telecommunications and pharmaceutical sectors. An expert
in loyalty program strategy as well as implementation and technology platforms, he spent
many years with Carlson Marketing Worldwide, rising to the position of Vice President,
Customer Loyalty and CRM. High-profile clients that have benefited from his counsel,
include Coca-Cola, ESPN, The Home Depot, Starbucks, Budget Rent A Car, The Limited,
Eastman Kodak, Northwest Airlines, ExxonMobil, BellSouth, Chase and Bank of America,
among many others. Most recently he was Vice President and General Manager of
Business Development for Lifetouch Inc., guiding the photography company’s rapid retail
expansion across the U.S.
As Publisher and Editor-in-Chief of IndustryWeek magazine; President, Publisher and
Editorial Director of Chief Executive magazine; and now CEO and Founder of The MPI
Group, a global research firm, Brandt has spent more than two decades studying leadership
in effective, purpose-driven organizations. An expert on how companies and communities
can adapt themselves to the realities of new markets, new corporate structures and new
customer expectations, he is an accomplished leadership and management innovator,
with a broad array of interests and responsibilities spanning his interests in management,
technology and journalism. Under Brandt’s leadership, MPI has become a global leader in
research that uncovers how top-performing companies succeed in an array of industries,
including retail, healthcare, IT, manufacturing, distribution and services, among others. MPI
insights are based on deep analysis of its proprietary database (one of the world’s largest)
of detailed financial, operational and strategic metrics collected from more than 10,000
facilities and firms around the globe, with data collected across Canada, Mexico and the
United States, as well as in Asia and Europe. This allows Brandt to share not just worldclass research techniques, tools and execution, but also a deep understanding of business
management, IT and operational challenges. Brandt combines two decades of experience
in marketing, management and consulting with a passion for journalism that has earned
him more than 20 awards for reporting, writing and editing. Prior to founding MPI, he
served as President, Publisher and Editorial Director of Chief Executive magazine, where
his leadership transformed it from an also-ran into one of publishing’s most surprising
comebacks. Before that, he was Publisher and Editor-in-Chief of IndustryWeek magazine;
under his direction, the once-troubled magazine (it had lost money for more than a decade)
won more than 70 editorial awards while more than doubling its revenues, putting it solidly
in the black. Brandt is also an internationally recognized expert on strategy, management
and technology. A recipient of the prestigious Neal Award (often called the Pulitzer of the
business press), Brandt has also served as a Neal Awards judge.
Colleen Becker, Director of Customer Loyalty – The Sports Authority
As Director of Customer Loyalty at Sports Authority, Colleen leads the Loyalty Team on
all aspects of program design, implementation and day-to-day management of Sports
Authority’s new loyalty program, including CRM strategy and execution. She has been
both a consultant and practitioner of loyalty marketing in the U.S. and Europe, having
worked previously at LoyaltyOne Consulting, Best Buy and Carlson Marketing (U.S. and
European offices).
26
*US Online Retail Forecast, 2011 To 2016, Forrester Research, Inc., February 27, 2012
25
Mobile marketing is all the buzz … but how do you really make
it work? In this fast-paced session full of real-life examples,
participants will learn from industry-recognized strategy
and digital marketing experts about the basic and advanced
practices for mobile marketing: how, when, and why to use it;
best practices to ensure effective, engaging mobile campaigns
utilizing mobile email, mobile optimized websites, QR codes,
SMS and automated messaging; and the killer mobile (and
multichannel) KPIs that all retailers should be monitoring and
measuring. Plus, back by popular demand: the “Naughty and
Strategies for Creating Customer Loyalty on the
Mobile Platform
Dennis Armbruster, Managing Partner – LoyaltyOne Consulting
STRATEGY • TECHNOLOGY • PROGRAM MANAGEMENT
Speakers
Speakers
Sean Breckenridge, Director of Marketing, Customer Retention &
Development – Bass Pro Shops
Sean has been working with customer relationship programs for over 15 years. He started
his retail career in store operations for California-based Sav-On Drug stores, part of the
American Stores Company. After a stint in the travel and tourism industry, working for
America West Airlines (now U.S. Airways) and Best Western Hotels, he transitioned back
into retailing after earning his M.B.A. He started at PetSmart as the Director of Marketing
Business, Research and Analytics. He started his CRM journey working with retail
industry luminaries Fred Newell (five-time author and Founder of the CRMC) and Ken
Banks, developing and implementing the PetSmart PetPerks loyalty program. Currently,
he oversees the Bass Pro Shops Outdoor Rewards, Preferred Rewards, co-branded
credit card program. In addition to these duties, other marketing responsibilities include
customer research and analytics, direct marketing, newspaper inserts, warranty programs,
web and mobile websites, e-mail and social media.
Barb Buettin, Director, CRM and Enterprise Information Management
– Chico’s FAS, Inc.
Barb Buettin brings over 25 years of experience in technology implementations,
development and business processes along with a true love for managing strategic
business activities with data. She currently serves as the Director of CRM and Enterprise
Information Management for Chico’s FAS and is responsible for all technologies related
to the customer loyalty program, customer marketing data, as well as the management of
enterprise information tools. Prior to joining Chico’s FAS, she managed the development
and deployment of the CRM technologies for Limited Brands and led their initial
development of enterprise data strategies. Prior to Limited Brands, Barb spent 10 years
in independent consulting focused on Business Process Redesign and the augmentation
of technologies to support those initiatives.
27
Jeff Caplan, Partner/Vice President – 89 Degrees
Joseph Cox, President – VMBC
Mark D’Amico, Director of National Accounts – VMBC
Jeff has focused on the use of information and technology to improve marketing
performance throughout his career. Prior to 89 Degrees, Jeff held senior positions in
analytics and client management at Harte-Hanks, served on the Executive Management
team of Verbind (a venture-backed software company that was sold to SAS) and worked
as a Management Consultant in the Strategic Services Practice area of Andersen
Consulting. Client experience includes hhgregg, Famous Footwear, Hyundai, MBNA and
Wells Fargo. Jeff received an M.B.A. in Marketing and Entrepreneurial Management from
the Wharton School of the University of Pennsylvania and a B.A. in Political Science from
Claremont McKenna College.
With more than 20 years of senior executive experience in the Retail Industry, Joe joined
VMBC in 2004. He has an extensive background in the field of product development,
merchandising and marketing with Fortune 500 companies such as JC Penney and The
Walt Disney Company. His bold vision and strategic approach has been critical in driving
substantial incremental profit for all of his clients. Joe’s role as a change agent has helped
transform many of the enterprises he has worked with, including VMBC. He has a passion
to exceed the expectations of the customer by delivering quality, value and exceptional
service. He employs leading-edge methodologies to ensure operational success and to
expand market share. Joe holds a master’s degree in Business Administration with a
concentration in Finance.
Mark joined VMBC in 2011 as Director of National Accounts. He started his 20-plus
years of marketing experience with Xerox and spent six years with a Hallmark-owned
marketing agency, where he focused on providing direct and relationship marketing
solutions to several Fortune 500 companies. In addition, Mark has extensive knowledge of
digital marketing, database marketing and loyalty marketing, and has worked with clients
such as Xerox, Valvoline, AAA, New York Life, Comcast, Time Warner, Modell’s Sporting
Goods, Starwood Hotels, Pfizer and others. He has been recognized for his client focus
and ability to help businesses form results-driven marketing strategies.
Chuck Chapek, Vice President of CRM – ANN INC.
In this role, Chuck is creating the CRM “Center of Excellence” for ANN INC. He is tasked
with capturing, managing and monitoring client data and launching a “best in class” CRM
infrastructure. Through leveraging the infrastructure and data, he is focused on delivering
robust and actionable client insights. Chuck is also responsible for supporting the brands/
channels in creating and implementing a contact strategy across all client touchpoints.
Prior to joining ANN INC., Chuck was VP, CRM and Database Marketing at Charming
Shoppes, Inc. He was responsible for the strategic direction of the tools and technology
to support the customer relationship marketing strategy and execution. He also created
and implemented Customer Relationship Marketing (CRM) programs and initiatives,
in addition to leading and managing customer insights and the market/customer
research initiatives. Chuck also served as Senior Director of Database Marketing at Zale
Corporation, where he was responsible for the strategic direction and tactical execution of
all CRM and database marketing initiatives. Chuck has also held the following positions:
Director of Direct/Internet Marketing at RadioShack Corporation; Director, Data Strategy
and Services at H Corporation and Director, Database Marketing at Knight Ridder. Chuck
earned a bachelor of science degree in Urban-Economic Geography and History from
the University of Wisconsin-Eau Claire. He is an active member of the Direct Marketing
Association (DMA), the International Association of Privacy Professionals (IAPP) and
National Retail Federation (NRF). He is also the Chairman of the CRMC Retail Advisory
Committee.
GREAT CUSTOMERS
NEVER COME BACK
BECAUSE THEY NEVER LEAVE
LoyaltyOne has led the loyalty industry for more than 20 years with unmatched
strategic, analytic and marketing capabilities. Our innovative ideas are grounded in
solid research, thoughtful analysis and decades of experience, so we can enrich the
relationship between your customers and your brand like no one else.
Let’s say ‘hello’ today – call us at 1.888.515.8515.
Loyalty Programs
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Insight & Analytics Relationship Marketing
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American Express
VISIT LOYALTY.COM
“LoyaltyOne” is a service mark of Alliance Data Systems Corporation or its affiliates. In Canada, “AIR MILES” is a registered trademark of AIR MILES International Trading B.V.
used under license by LoyaltyOne, Inc. and Amex Bank of Canada.
Amanda Cromhout – Truth
Amanda Cromhout specialises in loyalty strategy, programme design and implementation.
She founded Truth in 2006. Amanda has years of top level executive experience in British
Airways (globally and in South Africa), plus over three years at Woolworths, South Africa’s
premium retailer, overseeing their CRM department. Truth is at the forefront of loyalty and
customer-centricity in South Africa and internationally, and is frequently asked to speak as
a subject matter expert. Amanda played a pivotal role in the team that launched the Pick n
Pay smart shopper loyalty program. Truth’s latest project has been working with the team
at Edcon, South Africa’s largest non-food retailer, on the launch of their Thank U rewards
program, which launched in February this year.
Soraya Darabi, Co-Founder – Foodspotting & Digital Strategist –
ABC News
Soraya Darabi began her career as Manager of Digital Partnerships and Social Media at
The New York Times, where she successfully led the drive to syndicate NYTimes.com
news and video across multiple social-media platforms. In 2009, her New York Times
multimedia Inauguration Day campaign on Facebook won first prize at the INMA Awards
for excellence in marketing. Darabi was named one of AdAge magazine’s “25 People
in Media to Follow on Twitter” and was on the “Silicon Alley 100” list in 2009. In June
2010, Fast Company featured Darabi on the cover of its annual “Most Creative People
in Business” issue and in October she appeared on the cover of Brandweek’s Hot Digital
issue. She served as Product Lead at drop.io, a real-time online sharing and collaboration
and presentation service based in New York City recently acquired by Facebook. Today,
Soraya dedicates her time to the location-based mobile application Foodspotting, and
to ABC News, where she reports on online communities as their digital strategist. She
leverages her social media expertise to help important nonprofit causes, including Charity:
Water, The Robin Hood Foundation and Goods4Good.org; in 2011 she became the first
digital ambassador to The United Nations’ technology group “Global Pulse.” Soraya earned
her B.A. in English literature from Georgetown University in 2005.
28
Speakers
Marc Fischli, Chief Operating Officer – dunnhumby Canada
As COO, dunnhumby Canada, Marc leads the Joint Venture with Metro Inc., a major
Canadian grocery retailer. Marc has been with dunnhumby for four years, and brings
previous retail and consumer goods experience from his work at Tesco, Diageo and
Cadbury Schweppes. Prior to his current role, Marc was responsible for dunnhumby’s
international business development activities around the globe as Head of Global Client
Development. He also ran the business side of dunnhumby’s international incubator units
during our “Discovery Phases.” Before joining dunnhumby, Marc has been responsible
for the creation and launch of Tesco’s Operating Model into China, Japan, Turkey and
the U.S.A. He was General Manager for two of Diageo’s country business units (France
and Poland), and has led strategy development and execution in Asia and Europe for
the Diageo’s Global Strategy Team. He has an M.B.A. from the London Business School.
Marc is fluent in English, French and German with conversational ability in several other
languages. He has been based or worked extensively on projects in many European,
Asian, North and South American countries.
Michele Fitzpatrick, Senior Vice President, Strategy and Insight –
The Agency Inside Harte-Hanks
29
Michele Fitzpatrick has more than 20 years of marketing experience in the direct
response arena. She currently serves as Senior Vice President, Strategy and Insight
for The Agency Inside Harte-Hanks with responsibility for marketing strategy, analytics,
market research, new business development and agency marketing. By aligning these
functions under Michele’s leadership, it ensures market insight is fully leveraged in the
strategic design of our clients’ multichannel programs resulting in more relevant, impactful
campaigns. Michele is passionate about bringing the power of relationship marketing to
our clients and the industry as a whole. She is a public champion of brand engagement
strategies, regularly providing thought-leadership through her participation in industry
associations and events. Among Michele’s accomplishments are the creation of several
award-winning direct marketing programs and a long list of successful integrated media
direct response marketing programs for her clients. She played a critical role in the design,
development and execution of an integrated marketing database program that earned the
DMA’s Excellence in Database Marketing Award. Prior to joining Harte-Hanks, Michele
Speakers
worked in the Ventures Marketing Group at National Liberty Marketing (Providian Direct).
There she was responsible for the promotion of National Liberty’s insurance products
to the customers of a variety of third party sponsors through direct response marketing
techniques. Michele holds a B.S. in Journalism from West Virginia University with additional
studies in marketing and communications.
Welington Fonseca, Head of CRM – Gilt Groupe
As the Head of CRM for Gilt Groupe, Welington Fonseca oversees all member
communication and retention programs including Gilt’s Noir loyalty program. Welington
started his career at Gilt in September of 2011 and since then has spearheaded various
initiatives, including the implementation of several ongoing activation, reactivation and
loyalty programs, and the optimization of Gilt’s contact management practices by delivering
fewer, more relevant content to members. Prior to joining Gilt, he was a Vice President of
Marketing at Lord & Taylor, overseeing its customer acquisition and retention programs
both in-store and online, and a Director of Marketing at Toys“R”Us, where he managed all
“R”Us guest programs, including Geoffrey’s Birthday Club, Rewards“R”Us, Baby Registry,
Wish List, “R” Mobile, and “R”Us Credit Cards. Welington obtained his bachelor’s degree
in business from Mackenzie University in his home country, Brazil, and his Masters of
Business Administration from Ross School of Business in Ann Arbor, Mich. He is the
father of five-year-old twins and currently resides in Ridgewood, N.J.
Lexy Funk, co-founder and CEO – Brooklyn Industries
New York-born, Europe-raised artist turned entrepreneur, Lexy Funk is the co-founder and
CEO of Brooklyn Industries. Without a business degree or investment capital, Funk crafted
an anti-bureaucratic culture of creativity and independence in the workplace. In 2010,
in recognition of Funk’s leadership and business excellence, she received the Ernst &
Young Entrepreneur of the Year® 2010 Award in the retail, distribution and manufacturing
category in Metro New York. She continues to grow Brooklyn Industries every year as
an innovative and creative vertical retailer that stays true to its Brooklyn roots. Funk
graduated Magna Cum Laude from Wesleyan University in 1991. She completed the
Whitney Museum Independent Studio Program in 1993. At age 25 in 1995 she started
her first business. She lives with her husband and two boys in Brooklyn, New York.
Marc Giroux, Vice President, Marketing – Metro Inc.
In his role as Vice-President, Marketing, at Metro Inc., the third-largest food retailer in
Canada with sales of $12B, Marc Giroux is responsible for all aspects of marketing,
including loyalty for the company’s 10 food banners in Quebec and Ontario. Always
focusing on creating customer value and loyalty in business-to-consumer and businessto-business categories, he has held various senior executive positions, including that of
Vice-President, Business Market, at Telus from 2005 to 2009. Marc holds an M.B.A.
in Marketing and Information Technology and pursued advanced studies at Harvard
Business School and the École supérieure des sciences économiques et commerciales
(ESSEC) in Paris. The father of two children, Marc Giroux is greatly involved in many
charitable organizations. He has been a patron of the Cystic Fibrosis benefit gala for the
last two years and has been sitting on the Board of Directors of The Lighthouse, Children
and Families for the last five years.
Stacey Hawes, SVP, Account Management and Business Development
– Epsilon Targeting
Stacey is the Senior Vice President of Account Management & Business Development for
Epsilon Targeting’s multichannel merchant, retail and business-to-business divisions. She
is responsible for growing the number of participants who contribute to the Abacus Data
Cooperative and strives to ensure that Epsilon Targeting is exceeding customer service
expectations. Additionally, Stacey implements strategies to grow multiple lines of business
and match client needs with the appropriate product offerings. In her leadership role, Stacey
manages the sales process and account management teams, and actively participates on
the executive team to shape the company’s product offerings, paying particular attention
to customer needs. Stacey joined Abacus (now Epsilon Targeting) in 2000 as a product
manager, assisting clients with email campaigns focused on increasing their ROI. During
her tenure at Epsilon Targeting, Stacey has held numerous and progressive roles as the
Director of Product and Market Management, Vice President of the Business-to-Business
division and Senior Vice President of the Multi-Channel Merchant division. Prior to joining
Abacus, Stacey worked as a senior business consultant for MarketPower, where she
assisted clients in the energy and telecommunication industries with the development of
strategic business and marketing plans. Stacey also worked for LG&E Energy, a Fortune
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500 company, where she spent five years in the Leadership Development Program. During
her time at LG&E, Stacey held multiple positions deigned to provide her with a deep
understanding of the company’s overall operations. Stacey is a graduate of the University
of Louisville, where she earned her M.B.A. and B.S. in Economics. She currently serves
on the Board of NEMOA, is a 2005 and 2006 recipient of the “Who’s Who” top 100 in
Business-to-Business marketing and served as Vice Chairman of the Direct Marketing
Association’s Business-to-Business council in 2006.
Steve Hoban, General Manager, Smart Shopper – Pick n’ Pay
Steve Hoban was born in the U.K. He has over 16 years’ experience in retail. He started
with Sainsburys in the U.K. via their management trainee scheme in stores where he
developed into the buying division in fresh products. In 1997, Steve moved to Asda as a
senior buyer in household products. There, he set up a private label tendering division
focused on delivering savings to Asda U.K. and Walmart Germany. In 2003, Steve joined
Walmart global procurement division as the Import Development Director with the
responsibility to grow the import business for Walmart Europe across all categories, food,
clothing and General Merchandise reporting into the MD for EAME region. In 2008 an
opportunity arose to join Pick n Pay in South Africa. Steve’s role at Pick n Pay has included
supplier centralization into distribution centers, import development work and creation of
a Goods Not For Resale division, centralizing Pick n Pays indirect spend categories. In
March 2011 Pick n Pay launched its loyalty program, smart shopper, which he was asked
to lead in entirety as the General Manager.
Jay Hoffmann, Vice President/General Manager New Business –
Groupon
Jay Hoffmann is the Vice President/General Manager of New Business for Groupon. His
responsibilities include the launch of Groupon Rewards, which is designed to provide a
full lifecycle marketing suite of products to the hundreds of thousands of businesses that
interact with Groupon every year. Before joining Groupon, Jay was responsible for the
Partnership business at Mileage Plus, the loyalty program for United Airlines. This included
the Mileage Plus Visa® business partnership with Visa and JPMorgan Chase, where he
launched three new products that introduced experiential features to reinvigorate the
30
Speakers
Speakers
credit card product assortment. Mileage Plus Shopping was also launched, along with new
partnerships using location-based services, social media and daily deals. Jay’s experience
before Mileage Plus is diverse, but consistently focusing on marketing and new products
— including time well spent at Snapfish, BCG and The National Park Service.
Adam Holyk, Vice-President, Loyalty and Insights – Walgreens Co.
Adam Holyk is currently Divisional Vice-President, Loyalty and Insights at Walgreen Co.
in Chicago. He is an expert in customer-centric retailing, helping transform retailers’ data
into insights to enable better business decisions and drive business performance. Prior
to joining Walgreens, Adam has held senior level roles at both American Express and
dunnhumby, providing consulting services to leading retailers such as Target and Macy’s.
He also led analytics and loyalty groups at both Shoppers Drug Mart and Loblaws in
Toronto. Adam holds a B.A. from the University of Guelph, a J.D. from Osgoode Hall Law
School and an M.B.A. from the Schulich School of Business.
Veronica Smith Katz, CSA, Head of Retail Marketing, Strategy and
Alliances – eBay, Inc.
31
Veronica joined the organization in April 2011 to lead marketing and business
development across the fashion vertical. Since joining the company, Veronica has also
been tasked with overseeing all strategic marketing verticals, including charities, nonprofit, education, media, publishing and music. Before joining eBay, Veronica was the Vice
President of Strategic Partnerships and Business Development at David’s Bridal. Besides
leading business development, sales and marketing teams, she was also responsible for
launching DB.com, as well as the company’s multi-channel wedding planning program.
She joined the company in 1999 as Director of Fulfillment. Prior to joining David’s Bridal,
Veronica worked for the Polo Ralph Lauren Luggage Company for eight years, where
she held positions such as Manager of Customer Service and Director of Operations.
Veronica serves on the E-tail Advisory Board, CRMC Committee and Global Retail
Marketing Advisory Board. Her dedication has also helped her earn a variety of accolades
throughout her career. In February 2007, she represented the United States at the Jordan
Women’s Business Leaders Summit in the Middle East, and in September 2005, Veronica
was selected to participate in the Riga Women’s Business Leaders Summit in Latvia.
Her public speaking credits include key retail marketing conferences such as RAC,
eTail, CRMC, RMI and GRM. In January 2007, Chain Store Age named Veronica one
of the top 40 retail executives under the age of 40. Veronica has a bachelor’s degree in
Political Science from Rutgers University and a master’s degree in Leadership from the
McDonough School of Business at Georgetown University. She is an active American
Red Cross Tiffany Circle Member and PAWS board director. Veronica currently resides in
Pennsylvania with her husband, Ed, and her 12-year-old daughter, Amelia.
Jeannette Kocsis, Senior Vice President, Digital Marketing –
The Agency Inside Harte-Hanks
Jeannette Kocsis oversees the digital strategy and media programs at The Agency Inside
Harte-Hanks. Jeannette is responsible for integration of new media, including social
and mobile, into client offerings. Her expertise includes social media, mobile marketing,
Web site conversion strategy, digital marketing, search marketing and the Web data
that informs strategy. Jeannette is the author of the Conversion Point™ whitepaper
series, the methodology used by Harte-Hanks for its Digital Practice, and the Social
CRM methodology, used to integrate social media into CRM strategies. Jeannette is a
regular contributor for online publications including DMNews and MobileMarketing.com,
and presents frequently at industry events and webinars on mobile marketing, search
marketing, Web site conversion metrics and optimization, and social media marketing.
She is also a contributing writer to Social Media Marketing for Dummies and Mobile
Marketing for Dummies. Jeannette serves on the DMA Mobile Marketing Council and the
DMA Search Engine Marketing Council, and is a founding member of the Advisory Boards
for each Council. She was named to Mobile Marketer’s Mobile Women to Watch 2010 list,
and she recently was honored as a Lifetime Echo Judge for the DMA.
Jenn McMillen, Division Vice President, Loyalty & CRM – GameStop
GameStop is a $10B international retailer, and Jenn is the creator of their new loyalty
program, PowerUp Rewards. She is a multi-channel retail and relationship marketing
expert, and her core areas of expertise are CRM, database marketing, targeted direct
marketing, creation and hands-on management of customer programs, quantitative
measurement and modeling/analytics. Prior to joining GameStop, Jenn was head of
marketing for $1B retailer Tuesday Morning, leading all direct marketing and national
media efforts. Before Tuesday Morning, she was director of CRM for Jo-Ann Fabrics &
Crafts, a $2B retailer, and senior CRM manager for AT&T Wireless. Jenn has significant
loyalty program creation and management experience, including Blockbuster Rewards,
United Airlines’ Silver Wings Plus, Vail Resorts Peaks, eRewards and Payless ShoeSource
Points, but started her CRM career managing one of the first national telecom loyalty
programs, GTE Mobilnet’s Net Rewards, in the mid-90s. Jenn has an undergraduate
degree in journalism and public relations from Indiana University of Pennsylvania and an
M.B.A. with a concentration in marketing from Southern Methodist University.
Joe Newsum, Senior Vice President of Marketing – Sports Authority
Joe joined Sports Authority as VP of Strategy and Marketing in March 2010. He was
quickly promoted to SVP of Store Operations, where he and his team developed and
rolled out My Sports Authority, a new operating model for the 15,000 Sports Authority
store associates. He recently assumed the position of SVP of Marketing, where he is
driving the strategic objectives and execution of Sports Authority’s value proposition. Prior
to joining Sports Authority, Joe worked at McKinsey, Mercer Management Consulting and
held various positions in Software and Telecommunication companies.
Zanny Oltman, Vice President, Marketing Partnerships – Destination
Maternity Corporation
Zanny Oltman oversees all marketing partnerships for Philadelphia-based Destination
Maternity Corp., the world’s largest maternity apparel retailer, including the brands A Pea
In the Pod, Motherhood Maternity and Destination Maternity. Zanny is responsible for
all marketing opportunities created for companies serving expectant mothers and new
families. She leads all data licensing initiatives, sampling programs, in-store signage
campaigns, e-marketing, web sponsorship, and in-store and online-subscription based
programs. Tailored to each partner’s needs, these programs connect with Destination
Maternity customers searching for the best products and services for them and their
families. With close to 20 years of experience in lifestyle marketing, Zanny has created
programs that leverage traditional media, online environments and retail space. She
graduated from the Roy H. Park School of Communications at Ithaca College with
a B.S. in Television Production and received an M.B.A. with a major in Marketing from
DrexelUniversity. Zanny lives in the Philadelphia area with her husband and three children.
Jeff Pearson, Senior Vice President of Marketing – hhgregg
Jeff Pearson is the Senior Vice President of Marketing for hhgregg. A firm believer in
making data-driven decisions, Jeff is responsible for hhgregg’s overall branding and
creative strategies, which drive consumer traffic to more than 200 stores through the
use of TV, radio, pre-prints, direct mail and digital initiatives. Prior to joining hhgregg in
2006, he held sales and marketing positions at Whirlpool Corporation and MarketStar
Corporation.
Paula Puleo, Senior Vice President and CMO – Michaels Stores
Paula is currently Senior Vice President and CMO for Michaels Stores in Irving, Texas.
Paula and her team are responsible for the development and execution of a fully
integrated, multi-channel marketing strategy for Michaels. Since joining Michaels
in 2010, Paula and her team have established a strong presence in the social media
space, elevated the direct marketing approach by focusing on customer-centric targeting
and capability development and have re-engineered many elements of Michaels.com,
including the creation of a truly interactive online ad. Prior to joining Michaels, she was the
EVP of Strategy and Enablement for Rapp, a marketing agency that is part of Omnicom
and previously served as Director of Customer Marketing for Limited Brands. Paula
served for more than five years as a Partner at Peppers & Rogers Group, a consultancy
focusing on 1to1 marketing. Paula led the development of Peppers & Rogers’ consulting
methodology and successfully worked with companies such as Ford, Nordstrom, LifeWay
Christian resources, Neiman Marcus and AMD on developing and executing customercentric strategies. Prior to the Peppers & Rogers, Paula worked at American Express and
The Reader’s Digest on loyalty and direct marketing strategies. Paula has an M.B.A. from
Pace University and a bachelor’s degree in Mathematics and Computer Science from
Manhattanville College.
32
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[Noun] Blissful state of mind achieved by retailers using Wiland Direct
to drive incremental sales and boost ROI from CRM programs.
With billions of purchase transactions from over 2,000 database
participants, Wiland Direct knows the buying behaviors of nearly every
consumer in the U.S. Using this vast data and powerful models, we help
retailers to:
• Generate Incremental Profit
• Boost Campaign ROI
• Optimize Contact Strategy
• Reengage Former Customers
• Acquire New Customers
• Gain Customer Insights
Let us show you how we can help enhance your CRM efforts.
Call or stop by our CRMC booth to request a
FREE Customer Intelligence Report!
Or to learn more, please contact Jerry Joyce at 330.889.3194
or via email at jjoyce@wilanddirect.com.
Contact our sales “baristas” at
866-647-9219 or
sales@speedeondata.com.
303.485.8686
www.wilanddirect.com
Copyright 2012 Wiland Direct. All rights reserved.
“
I am so excited about your model results
and can’t hold myself back! Your model created an
incremental ROI of 170%. Great job to you all! This is
really amazing.
”
—Wiland Direct Retail Client
Speakers
Ernan Roman, President – Ernan Roman Direct Marketing
Ernan Roman is President of the marketing consultancy, Ernan Roman Direct Marketing.
He was recently inducted into the Marketing Hall of Fame for his pioneering work in
creating three transformational methodologies: Integrated Direct Marketing, Opt-In
Marketing and Voice of Customer Relationship Research. Clients include Microsoft,
MassMutual, NBC Universal, QVC, IBM and Hewlett-Packard. He was named to “B to
B’s Who’s Who” as one of the “100 most influential people in Business Marketing” by
Crain’s BtoB Magazine. His latest book on marketing best practices is titled: “Voice of
the Customer Marketing: A Proven 5-Step Process to Create Customers Who Care,
Spend, and Stay.” He is also the author of the widely read blog, “Ernan’s Insights on
Marketing Best Practices” at www.erdm.com.
David Rosen, Strategy and Business Development –
TIBCO Loyalty Lab
As a member of TIBCO Loyalty Lab’s leadership team, David leads TIBCO Loyalty Lab’s
strategy, analytics and consumer insights teams. David has designed innovative loyalty
programs for dozens of top global brands in the multi-channel retail, consumer packaged
goods, media and travel industries. Prior to joining Loyalty Lab in 2006, David held the
position of Senior Vice President, Marketing, for MyPoints, the Internet’s largest and most
active loyalty program. David was also a partner in Oliver Wyman’s retail and consumer
practice, where he focused on consumer-driven strategies for companies in North
America, Asia and Europe. David is a graduate of Dartmouth College and received his
M.B.A. from Stanford’s Graduate School of Business.
Jeff Simpson, Senior Vice President Retail & Consumer Brands –
Harte-Hanks
33
Jeff Simpson is the Senior Vice President of Retail and Consumer Brand Markets for
Harte-Hanks’ direct marketing. Reporting to Gary Skidmore, president of Harte-Hanks
Direct Marketing, Jeff oversees a 25-employee division and is responsible for building and
executing the firm’s retail and consumer brand go-to-market strategy and working with
Speakers
other Harte-Hanks business units to create and execute multichannel campaigns. Jeff
has served with Harte-Hanks for more than four years and, in addition to his leadership
of the Retail & Consumer Brands Markets, he leads strategy within the retail practice
of Harte-Hanks, a strategic, full-service, data-based consultancy and service provider
that delivers marketing, insights and enablement services to retailers across all points
of customer interaction to optimize customer experiences, loyalty and value. Jeff came
to Harte-Hanks from the client side, as the former vice president of marketing for Belk
Department Stores. He has had responsibility for the creation, execution and delivery
of a wide variety of marketing, media, research and promotional programs for a diverse
group of other retailers and brands, among them Saks Department Store Group, Apple,
State Farm Insurance, Nike, Adidas, Budweiser and BellSouth. Jeff earned his master’s of
business administration degree in Marketing in 2001 from the University of TennesseeKnoxville. He is a recognized leader with extensive experience utilizing media, customer
and market research, CRM (customer relationship management), analytics and public
relations to formulate and implement growth strategies for a variety of companies.
Don Smith, Vice President, Consumer Insights and Innovation –
Brierley+Partners
Bob Thacker, Former Senior Vice President of Marketing/Advertising –
OfficeMax & Executive Director – Adopt-A-Classroom
Don earned his Ph.D. in Political Science from The Florida State University (with
concentrations in program evaluation, campaign management and statistics) and spent
11 years in academia (Rice University, Cornell College and the University of North Texas)
teaching statistics and policy evaluation. Prior to joining B+P, he was a Research Director
for Dallas County, Texas, in charge of database modeling, data mining and program
reporting. He has authored several journal articles and a full-length book (Judicial and
Legislative Innovation, 2004). At Brierley, Don specializes in building econometric models
and creating segmentation schemes, with an emphasis on marrying customer engagement
data (Web analytics, social media, communications response) to shopping and purchasing
patterns. His current client list includes American Eagle Outfitters, Express, GameStop,
Hertz and Sally Beauty. An avid theater aficionado, Don was the 1989 Saax Bradbury/
Amos Abrams Fellow to the Royal Academy of Dramatic Art in London, where he studied
classical acting.
Bob Thacker joined OfficeMax in late 2005, bringing a strong background in marketing
and brand development. In his leadership role, Bob guided the company’s brand position
and all customer marketing interactions. Early successes with OfficeMax include standout
creative campaigns such as “Save Money On Ink” tattoo creative; “ElfYourself,” a viral
marketing phenomenon; “Schooled,” a reality back-to-school television show; and “The
World’s Largest Rubberband Ball” national media event. Bob’s career prior to joining
OfficeMax includes a stint as CEO/President of BBDO Minneapolis, as SVP Marketing
Services at Sears Roebuck and as VP Marketing at Target Corporation. Bob may be best
known, however, as the man who brought Michael Graves to Target. As VP Marketing for
Target Corporation (1989-98), Bob was responsible for launching the Target brand in new
markets including New York, Chicago, Washington, D.C., and Philadelphia, where Target
advertising achieved tremendous reception. Bob’s work with Michael Graves Design
Group started the wave of new partnerships with other companies and properties that
were marketed exclusively at Target, and brought Target to a new level of consumer loyalty
and national recognition as one of the hottest brands in American retailing. In 2001 Bob
was awarded the 2001 Silver Medal by the Minnesota Advertising Federation as the Man
of the Year. He was twice selected by Advertising Age as one of the Top 100 Marketers
in the Nation. Bob has also been elected to the Retail Hall of Fame. In 2011, Bob was also
chosen by Advertising Age as one of 24 top media authorities in the industry.
Dave Sims, Vice President, CRM – GNC
Bob Soukup, Senior Director of Loyalty – Best Buy
With an Electrical Engineering degree from the University of Cincinnati, Dave served
eight years in the U.S. Navy onboard nuclear submarines, where he was also a Navy
Diver. Following that he spent seven years at Procter & Gamble in various Information
Technology roles in Manufacturing, Interactive Marketing, E-Commerce and Business
Intelligence. Dave 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 he 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 the 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, Dave assumed his current role at GNC, where he is responsible for all CRM efforts,
which include the Gold Card program, customer communications and all social/mobile
initiatives.
Bob is the Senior Director of Loyalty at Best Buy. In this role, he is responsible for loyalty
marketing, including the Reward Zone program. Prior to Best Buy, Bob spent 17 years
in various marketing roles in the airline industry, including running Northwest Airlines’
WorldPerks program and integrating WorldPerks into the Delta SkyMiles program. Bob
lives in Edina, Minn. with his wife and two kids.
Key to True Customer Intimacy.
Data Integration.
Visit www.cac-group.com,
click on Customer Connect
to see for yourself or contact either
Brad Rukstales, CEO at
brukstales@cac-group.com
or
Rob Morgan, CMO at
rmorgan@cac-group.com.
Lars-Johan Lajjo Strand, Chief Marketing Officer – Stadium
Lars-Johan is marketing and creative director for Stadium, Northern Europe’s largest
sporting goods retailer with 110 stores across Sweden, Denmark and Finland. Prior to
Stadium, he was responsible for marketing throughout Asia for fashion giant H&M, where
he led the company’s introduction in China and Japan. Lars-Johan began his career with
Razorfish Consulting, one of the world’s largest interactive agencies. Following Razorfish,
he was international manager of Spraydate, a social network and dating site acquired by
Lycos, and founded Fingertip Communications, a branding agency whose clients included
J.Lindeberg, Tommy Hilfiger, Farrutx and Greater Than.
Delivering engagement,
loyalty, and inspiration to
top retailers worldwide.
American Eagle • Ann Taylor • Ashley Stewart • Barneys New York • BCBG
Max Azria • Ben Bridge Jeweler • Ben Moss Jewellers • Big M • Bikini Village
• Billabong • Bob’s Stores • Boot Barn • Brown Shoe • Build-A-Bear
Workshop • Burberry • Carter’s • Casual Male • Charming Charlie •
Christopher & Banks • City Sports • Cleveland Cavaliers • Cole Haan •
Converse • Crocs • Deb Shops • Dressbarn • DTLR • Factory Connection •
Foot Locker • Forzani Group • General Pants Group • Gibbon’s Company •
Gliks • Goodwill Industries of Southeastern Wisconsin • Gordmans •
Gorsuch • Gymboree • Haggar • Halls • Harbor Freight • Henri Bendel •
Hurley • Jean Shop • Joe Fresh • Jones Apparel Group • Kellwood Retail
Group • Lamps Plus • Laura Canada • Le Creuset • Liz Claiborne • Love
Culture • Maidenform • Maurice’s • Michael Kors • Molbak’s • Northern
Reflections • Please Mum • Quiksilver • Reitmans • SB Capital • Simply
Fashion Stores • Skechers • Specialty Fashion Group • Specialty Sport
Venture • Spyder • Styles For Less • Sussan Group • Syms Corp. • The Art of
Shaving • The Fragrance Outlet • The Paper Store • Thomas Pink • Tory
Burch • Tumi • Twigland Fashions • Under Armour • VF Corporation •
Vitamin Shoppe • Warehouse One • Warnaco • Williamson-Dickie •
Windsor Fashions
epicor.com/retail
Business Inspired™
Copyright © 2012 Epicor Software Corporation. Epicor, the Epicor logo, and Business Inspired are trademarks and/or
registered trademarks of Epicor Software Corporation. All other trademarks are the property of their respective owners
and are used with permission. All rights reserved.
34
Speakers
Jim Thompson, Director of Customer Marketing – Express
Jim Thompson is the director of customer marketing for Express, a $2B retailer selling
men’s and women’s fashion apparel. Jim is responsible for all direct-to-customer marketing,
including CRM, Loyalty, Credit, Gift Cards and Marketing Analytics. Since joining Express,
Jim has led many successful projects, including the implementation of a fully integrated
marketing database, and the design and launch of Express NEXT, Express’ new loyalty
program. Prior to Express, Jim spent 10 years at Limited Brands, where he helped develop
CRM at Victoria’s Secret into a program that successfully supports multiple brands and
multiple channels while driving growth in the customer base. He also worked closely with
Bath & Body Works and Limited Stores to support the development of multi-channel
customer strategies.
Mike Wagner, Vice President of Sales, Consumer Industries –
Acxiom Corporation
Mike serves as Vice President of Sales for Acxiom’s Consumer Industries Group, which
includes Retail, Consumer Packaged Goods and Automotive. His responsibilities include
driving client and new account relationships/revenue, developing and directing strategic
business plans across teams of sales and account executive professionals, and solving
business challenges and driving successful business outcomes for clients and prospects.
Mike has worked in a variety of roles during his 15+ years at Acxiom, including selling
marketing solutions and database services, leading teams of business development and
sales professionals, and leading strategic account relationships. Prior to joining Acxiom,
Mike spent several years with IBM focused on supporting the Retail Industry with
technology-enabled products and solutions.
Speakers
Alexandra Wilkis Wilson, Founder & Chief Merchandising Officer –
Gilt Groupe
Alexandra Wilkis Wilson is Founder and Chief Merchandising Officer of Gilt Groupe, an
innovative e-commerce company offering highly coveted products and experiences at
insider prices. Alexandra has over 13 years of international experience in luxury goods
and retail. Prior to Gilt Groupe, she worked at Bulgari, Louis Vuitton, Merrill Lynch and as a
consultant for retail guru Marvin Traub at Financo. She holds a B.A. from Harvard College
and an M.B.A. from Harvard Business School.
Hjalmar Winbladh, Co-Founder – Wrapp
Hjalmar is a serial entrepreneur whose latest venture, Wrapp, lets consumers celebrate
friends and family with free gift cards provided by top retailers that want to attract
customers. Prior to co-founding Wrapp, which recently launched in Sweden, the U.K. and
soon in the U.S., Winbladh co-founded and was the CEO of Rebtel, the world’s largest
independent mobile VoIP company, where he still serves as chairman. In 1994 Winbladh
co-founded and was CEO of Sendit AB, the first mobile Internet company, which Microsoft
acquired in 1999. Today, Winbladh serves as an advisor to EQT Partners and Creandum,
is a member of the board at Axel Springer AG, and an angel investor in iZettle and
EpidemicSound.
Craig Wood, Founder and CEO – Clarity Group
Devon Wylie, CEO – CRMC
Craig Wood is the founder and CEO of Clarity Group, a management consulting firm
serving the strategic planning, customer relationship management and data-based
marketing needs of non-profit and faith-based organizations. Under Craig’s leadership,
Clarity Group serves a number of non-profit organizations, most notably United Way
Worldwide and 100+ local United Ways. In a marketing career spanning almost 20 years,
Craig has worked extensively with Fortune 1000 companies to help solve their critical
marketing issues. Craig’s experience and perspective come from having worked in both
client and service provider organizations over the span of his career. Craig has consulted
to over 75 different industry-leading companies, including world-class firms like HSN
(retail), Genworth (financial services), Sprint (telecom) and Pfaltzgraff (housewares). Prior
to forming Clarity Group, Craig was group president of Yankelovich, a world-renowned
information services consultancy offering marketing productivity solutions. During his
tenure at Yankelovich, Craig launched the company’s highly successful and publicly
visible foray into the database services space. This profitable new division of the company
helped the firm experience consistent growth in profit and sales. A recognized authority
on leveraging data and consumer insights, Craig is a highly requested presenter at CRM,
loyalty, database marketing and vertical industry conferences. He serves on a number
of industry committees and frequently authors articles and provides expert commentary
in leading industry and national periodicals, including his popular column for DIRECT
magazine entitled “DIRECT from the Consumer.” 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, N.C., with his wife and
two daughters.
Devon joined CRMC as Vice President in 2002. After working with the company’s
founder, industry pioneer and five-time author Fred Newell, 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 18th year. Since Devon took over primary responsibility for the event in
2005, it has more than quadrupled in size and prestige, and is now one of the top events
in the Retail CRM & Marketing industry. In addition to developing and producing the
CRMC, Devon authors articles on CRM; oversees the CRMC Weekly Newsletter, which
is distributed to over 6,000 marketing executives each week; and the CRMC Networking
Community site. She also maintains numerous projects for the CRMC throughout the
year. Devon has spoken at CRM, Marketing and Technology conferences in both the U.S.
and Latin America. Prior to joining the CRMC, she was Account Director at Lambesis, a
boutique brand development and advertising agency in Del Mar, Calif. Devon also held
an advertising sales position at Car and Driver Magazine and was 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 Charlotte, N.C.
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35
Connecting Brands and Consumers
Anytime, Anywhere.™
inStream will help you drive sales and build shopper
loyalty through our intelligent omnichannel marketing
solutions. Your targeted message will reach the right
consumer at the right time, in the right place, giving
your brand a 360-degree connection to consumers.
inStream Omnichannel Solutions:
• At the POS: on the Front of Consumer Receipts
• Online: eReceipts, Digital Coupons, Social Media
• Mobile Marketing:
» SMS Marketing with Links
to Robust, Branded Microsites
» Apps Custom-Branded for
Smartphones/iPad
» Mobile Couponing/Loyalty
» Mobile Wallet/Payment
OPTIMIZE
Your CRM Program.
With consumers more
connected than ever, you
need to make sure your
brand is connected too.
Metrics Marketing provides a host of solutions to optimize CRM
programs, including:
• ATOMSM: our proprietary triggered marketing system
• Loyalty Solutions: that identify the next best action for
each customer every day
• Customer analytics: provides the insights that drive
relevant communications
• MetricsLabSM: a state-of-the-art research lab to optimize
marketing communications
• Campaign execution: that both informs and motivates
customers to act
Learn how Metrics helped optimize CRM programs for companies like:
And relevant. At rDialogue we use a
proven and well-tested approach to
create and sustain more profitable
relationships between your brand
and your customers. It’s based on
customer-centricity, brand distinction
and financial discipline.
To learn more, visit rDialogue.com,
call Phil Rubin at 404.475.5801 or
email him at phil@rdialogue.com.
Contact Us
781.419.6575
tbulzacchelli@instreamglobal.com
www.inStreamGlobal.com
Stop by our booth or contact Todd Thompson
Email: tthompson@metricsmarketing.com
Call: 440.471.6024
Visit: www.metricsmarketing.com
RELEVANT DIALOGUE
Sponsors
89 Degrees
Affinion Group
89 Degrees is a next-generation marketing services
provider that uses advanced analytics to drive better
results for digital, direct and social marketers — all smarter,
faster and at a lower cost than the competition. This fullservice MSP’s unique offerings are supported by the
Marketing Intelligence Cloud-based platform, a seasoned
analytics team and several patent-pending technologies.
The 89 Degrees roadmap — the Pathway to Advanced
Customer Engagement, or PACE — even empowers
marketers to know where they stand in the marketplace,
helping to increase ROI. 89 Degrees’ client roster includes
top names like IKEA, hhgregg, Hyundai, Kia, Hotelera
Posadas, Genzyme and Geox, and their work wins dozens
of creative awards each year.
www.89degrees.com
Affinion adds value to every step of the customer lifecycle,
helping our retail partners increase acquisition, generate
more regular visits (with larger basket sizes) and generally
enhance customer engagement. Using our proprietary
Affinimax data mining technology to analyze consumer
behavior, we’re able to build customized programs for
our partners that boost brand awareness and reward
customers, while generating significant revenues for our
retail partners. We can help you align your in-store, online
and mobile offerings into a consistent, positive Omnichannel experience for your customers. Affinion Group,
the global leader in customer engagement, maintains an
extensive retail client list and touches the lives of more
than 180 million consumers. To learn more about how
Affinion can ensure your brand is the first your customer
thinks of, send an e-mail to jboccuzzi@affiniongroup.com.
www.affiniongroup.com
Acxiom
37
Sponsors
Acxiom is a recognized leader in marketing services and
technology that enable marketers to successfully manage
audiences, personalize consumer experiences and create
profitable customer relationships. The #1 agency in the
U.S. (AdAge) and the #3 innovative user of technology in
business services and consulting (InformationWeek 500),
Acxiom’s superior industry-focused, consultative approach
combines consumer data and analytics, databases, data
integration and consulting solutions for personalized
multichannel marketing strategies. Acxiom leverages over
40 years of experience in data management to deliver
high-performance, highly secure, reliable infrastructure
management services. Founded in 1969, Acxiom is
headquartered in Little Rock, Ark., and serves clients
around the world from locations in the United States,
Europe, Asia-Pacific, the Middle East and South America.
www.Acxiom.com
Affinity Solutions
Affinity Solutions partners with retailers to deliver
unparalleled share of wallet customer insight, with a fully
integrated promotional platform, enabling retailers to
target competitive spenders across marketing channels.
We serve our clients by delivering value through Insight,
Access, Action and Impact. With access to over 5
billion retail transactions annually, Affinity Solutions has
exclusive insight into the spending behavior of 60 million+
consumers. Our vast database of retail transactions and
advanced analytics capabilities allow us to provide retail
partners with in-depth, relevant information about their
customers and competitors’ customers. Our customized
programs can deepen customer loyalty, improve
acquisition and retention, and increase retail transaction
revenues, ultimately driving incremental sales for your
business. Daily Deals Done Right: Affinity Solutions
introduces Spot ON Deals, the only Daily Deal platform
in the industry to use exclusive banking history, spending
habits and consumer trend data to target specific
customers. We optimize marketing spend and deliver the
right offer at the right time through the right channel to
targeted consumers. And, with shorter promotion periods,
gains are seen immediately in a pay-for-performance
model. This groundbreaking platform is the product of
industry experience and technological expertise — a
combination that’s Spot ON.
www.affinitysolutions.com
Aimia
We are a global leader in loyalty management. Our unique
capabilities include proven expertise in building proprietary
loyalty strategies, launching and managing coalition
loyalty programs, creating value through loyalty analytics
and driving innovation in the emerging digital and mobile
spaces. We build and run loyalty programs for ourselves
and for some of the world’s best brands. Customer data is
at the heart of everything we do. We are Aimia. We inspire
customer loyalty.
www.aimia.com
WHAT’S KEEPING
Harness the Power
of the Mobile Device
• Acquire new customers
• Improve loyalty
• Grow revenue and profitability
YOU UP AT NIGHT?
Targetbase knows the challenges you face, and we can
help. Decades of translating data into valuable insights
(and bottom-line profits) for our retail clients has led us to
deliver proven results in these key areas:
• Growing Year-Over-Year Store Sales
• Optimizing/Developing Your Customer Base
• Maximizing the Use of Digital and Social Media
• Customer Acquisition
• Loyalty Revitalization
Find out how we can help you maximize
your customer relationships.
Anchor Retail Solutions
Brierley+Partners
Cartera Commerce
Anchor Retail Solutions celebrates 40+ years, providing
hundreds of retail clients with multi-channel CRM
database solutions and leading technology for optimal
data accuracy, enhancement and interactive marketing
services. Anchor services afford retail clients the solutions
necessary to turn customer information into profitable
strategies. Achieve a higher level of data quality, more
precise targeting, purchase and response history,
advanced reporting and analytics, profiling and other key
elements needed when making business decisions that
are critical to retention and prospecting strategies. Join
industry-leading retailers who benefit from using Anchor
Retail Solution’s technology and services, including: CRM
Database Services, Database Management, Modeling,
Response Analysis, Merge/Purge, Data Hygiene, Data
Enhancements, Email Marketing, Mobile Marketing, and
Creative and Interactive Services. Call us today for a free
consultation.
www.anchorretailsolutions.com
Brierley+Partners is a pioneer in customer Relationship
Management® — advancing loyalty and CRM for more
than 25 years. We have designed and implemented some
of the world’s most successful loyalty and CRM programs
for major clients: Express, GameStop, Hertz, Hilton,
JCPenney, Sony, UPS and Victoria’s Secret to name a
few. We offer a complete suite of loyalty services: Program
design, loyalty/CRM technology, marketing strategy,
research, analytics, creative, account management, print
production and fulfillment. Our industry-leading Brierley
LoyaltyWare™ technology platform is uniquely robust,
flexible and quick-to-market. In every area, our focus
is on a single mission: Making our clients’ customer
relationships dramatically more profitable.
Cartera Commerce is the leading provider of card-linked
marketing solutions that increase revenue and customer
loyalty for merchants, banks, card issuers and loyalty
programs. For merchants, Cartera powers the industry’s
largest card-linked advertising network that delivers
targeted offers to more than 150 million consumers —
including 65 million active linked cards — to help acquire
and retain customers. Cartera’s platform delivers cardlinked offers via multiple digital marketing channels,
including websites, online banking, email, mobile, social
media and browser apps. Three of the top four largest
financial institutions, all five largest airlines and thousands
of merchant advertisers drive incremental revenue with
Cartera’s fully-managed, performance-based solutions.
The company is headquartered in Lexington, Mass., and
has significant operations in Atlanta, Ga.
www.cartera.com
CAC Group
Business is transforming. Mass commoditization leveled
the playing field, traditional industry lines blurred, the
customer has emerged as primary driver for reputation,
differentiation and ROI; traditional marketing paradigms
are challenged. Today’s consumers expect intense
personalization. Customer intimacy — the bond borne from
deep knowledge of needs and preferences — is the new
benchmark for brand loyalty. CAC Group is a customer
marketing solutions firm that empowers clients with the
data, insights and platforms to maximize the value of their
most important asset. Leveraging innovative, proprietary
methodologies, CAC Group delivers the integrated
intelligence required to build and sustain profitable and
measurable customer intimacy.
www.cac-group.com
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A MULTI-FACETED MARKETING PLAN REQUIRES A
Multi-Faceted Partner.
Today’s on-the-go consumer is
an elusive target that requires
a diverse marketing approach.
Vertis is your single source for
making those connections. Our
knowledge experts will work with
you to develop an integrated
marketing plan, implement the
right workflow applications and
processes, then make it happen from direct mail, inserts, and POP
to mobile, email, pURL’s and other
interactive marketing solutions.
Contact us today, or visit Targetbase.com.
Brian Shedd, VP Business Development
brian.shedd@targetbase.com 972-506-3879
SoundBite.com/mobile
vertisinc.com
800.577.8371
Sponsors
Customer Communications Group, Inc.
(CCG)
At CCG, a focus on customers is at the heart of our CRM
loyalty marketing expertise. After more than 30 years
as a full-service direct marketing agency, we truly know
customers: How they think and what it takes to keep
them. And we know retailers: Our team has extensive
experience in designing, implementing and managing
customer marketing and loyalty programs for nearly 50 of
the top retailers in the U.S. and Canada. Our team is crossfunctional, comprised of experts in strategy, data analytics,
loyalty technologies, creative services and loyalty program
implementation, with a collective experience of more than
50 years in supporting customer loyalty objectives. We
are skilled at leading change management at both the
corporate and store level; bringing customer-centricity to
an entire organization; developing and refining a corporate
loyalty vision; taking that vision to reality through a detailed,
actionable plan; developing a business case and ROI
analysis for initiatives; and building CRM loyalty metrics
and benchmarks. Most importantly, we know where and
how to focus the programs so our clients can achieve their
objectives and realize maximum sales lift and return on
investment. CCG works with a national clientele from our
headquarters in Denver, Colo. Follow us @CustomerProfit
or contact us at info@customer.com.
www.customer.com
39
Discover
Discover Card, as a sponsor of this year’s CRMC
conference, is showcasing how they drive retail growth by
partnering with retailers through partnership marketing.
With turnkey programs, handled by Discover’s in-house
team, Discover’s goal is to develop programs that benefit
both our cardmembers and our merchant partners. By
using our unique targeting capabilities, merchants can
drive new customers, incremental sales and repeat
visits into their locations while shifting share from their
competitors, while our cardmembers benefit by getting
relevant offers based upon their transactional history and
other selection criteria. Stop by our booth and learn more
about how Discover can help your company drive growth
through partnership marketing. Or contact us today at
partnership@discover.com.
www.discover.com
dunnhumbyUSA
dunnhumby is the leader in personalizing the world’s
experience of retailers and brands. Analyzing data
from over 350 million people in 28 countries, we help
companies put customers at the center of every decision.
We use our insight to improve customers’ experience of
stores and communications to earn their lifetime loyalty.
Our work with some of the world’s biggest retailers and
brands has demonstrated that companies that deliver
value to customers through personalization become and
stay their customers’ first choice. This strategic approach
to putting the customer first in business improves our
clients’ like-for-like sales and profit margins — or, put
simply, their brand value. dunnhumbyUSA is a joint venture
of The Kroger Company and London-based dunnhumby.
Employing more than 1,900 people in 30 offices in
Europe, Asia and the Americas, dunnhumby serves a
prestigious list of companies including The Kroger Co.,
Tesco, Coca-Cola, General Mills, Kimberly-Clark, Macy’s,
Panera Bread Company, PepsiCo and Procter & Gamble.
dunnhumby also includes the word of mouth marketing
experts BzzAgent and price optimization company KSS
Retail.
www.dunnhumby.com
Sponsors
Epicor
Harte-Hanks
Kobie Marketing
Metrics Marketing Group
The Segerdahl Group
Epicor Software Corporation provides advanced solutions
for retailers seeking to streamline processes, integrate
channels, leverage intelligence and inspire customers,
to maximize profitability. Our end-to-end suite includes:
Planning, Sourcing and PLM, Merchandising, Store,
Cross-Channel Order Management, Commerce, CRM,
Audit, Loss Prevention, Business Intelligence, Secure
Data Management and Financials, plus professional
services and 24/7 support. Epicor Retail CRM is a broad
set of complementary tools to enable mutually beneficial
relationships between a retailer and its customers. These
tools are designed to drive sales, increase loyalty and
support the business processes necessary for success
in today’s competitive marketplace. Epicor Retail CRM
provides integrated capabilities for customer analysis,
customer segmentation, campaign management, loyalty
points program management and clienteling with realtime targeted communications to point-of-sale (POS)
or other sales channels. Designed to support multiple
sales channels and employ powerful analysis tools, this
product provides a complete and consolidated view of
the customer. Developed with more than 25 years of best
practices, Epicor Retail solutions are trusted by hundreds
of leading specialty, general merchandise and apparel
retailers, including Ann Taylor, Build-A-Bear Workshop,
Foot Locker and Vitamin Shoppe. Epicor employs 800
professionals in retail operations and 3,000 companywide from offices in North America, Latin America,
Europe, Asia and Australia.
www.epicor.com
Insight. Passion. Results. Three words at the heart of
everything we do. At Harte-Hanks, we know it takes
more than guesswork to create direct marketing solutions
that help you win, keep and grow your customer base. It
takes true insight to understand complicated customer
and marketplace data, and decipher how your customers
and prospects behave. It takes people with passion
to pull out all the stops to create innovative marketing
communications that don’t just break through the clutter
— but break through the barriers to get a response.
And it takes a focus on delivering impressive, businessdriving results to make sure you get maximum value from
your direct marketing investment. We’re on the pulse of
technology, looking for more efficient ways to deliver
solutions in digital and social marketing for our clients.
We’re harnessing the power of interactive media to create
truly innovative marketing programs. And we don’t plan on
slowing down. Our people are far too passionate about
producing results for our clients to ever stop moving
forward. With more than 40 offices worldwide, HarteHanks is never far from reaching the customers you need
with the direct marketing services to help you engage
them. Contact us at: 800-456-9748 or contactus@hartehanks.com.
www.harte-hanks.com
Kobie Marketing is the loyalty experience company,
delivering end-to-end loyalty for you and your customers
— strategy, technology and program management. For
over 20 years, we’ve delivered innovative strategic loyalty
programs to the world’s most successful brands. Kobie’s
clients enjoy incremental revenue, product and household
penetration, and brand advocacy. Today, Kobie Marketing
leads the loyalty marketing industry with a relentless focus
on delivering the best customer experience, through
proprietary technologies and award-winning campaigns.
Kobie Marketing is spearheading the mobile loyalty
revolution with its Social Media, SMS, MMS and Mobile
Application loyalty solutions. Kobie manages loyalty
management programs for many of the world’s most
successful brands: AMC Entertainment, Bank of America,
Barnes & Noble, BJ’s Restaurant and Brewhouse,
Comcast Corporation, Hawaiian Airlines, Royal Bank
of Canada, Royal Caribbean Cruise Lines, Time Warner
Cable and Verizon Communications. More information is
available at www.kobie.com
Metrics Marketing Group is an analytics-driven database
marketing and interactive firm that leverages data, analytics
and direct marketing execution to improve marketing ROI.
Metrics is nationally recognized for translating data into
rich customer insights that uncover new opportunities.
More than ever, retailers need proven solutions to optimize
their marketing investment. Metrics offers a breadth of
services to meet this need, including three leading-edge
solutions: ATOM,® MetricsLab® and Loyalty Programs.
ATOM (Automated, Triggered-Opportunity Marketing)
perpetually scans customer transactions to identify
good cross-sell, up-sell and repurchase opportunities.
Once identified, ATOM automates a relevant customer
communication. Typical ROI is 200 – 500 percent.
MetricsLab is a full-service usability lab and market
research facility combining a modern, high-tech set-up
in a creative and comfortable space. Metrics is the only
marketing firm in the Midwest with a full solution of both
owned in-lab and mobile eye tracking capabilities, offering
retailers an unrivaled view into customers’ decisionmaking processes and behavioral patterns. Metrics’
Loyalty Programs focus on customer-centric marketing
solutions that indentify the next best action for every
customer, every day — helping retailers unlock the full
potential of their highest value customers. Contact Metrics
Marketing for more information and relevant case studies.
www.metricsmarketing.com
Segerdahl is an employee-owned multi-million dollar
company offering a comprehensive suite of integrated,
leading-edge services. Located on a single, centrallylocated campus outside of Chicago, Segerdahl provides
tight control and consistency over every phase of the
creative, printing, direct social marketing, logistics, mailing
and fulfillment process. We have created one of the
industry’s best platforms for personalization of direct mail.
Segerdahl partners with many of the world’s largest and
savviest marketers, providing the highest quality, delivering
measurable ROI and helping our clients achieve their
critical business goals.
www.segerdahl.com
Epsilon
Epsilon is the industry’s leading marketing services firm,
with a broad array of data-driven, multichannel marketing
solutions that leverage consumer insight to help brands
deepen their relationships with customers. Services
include strategic consulting, acquisition and customer
database technologies, loyalty management, proprietary
data, predictive modeling and a full range of direct and
digital agency services, including creative, interactive web
design, email deployment, search engine optimization and
direct mail production. In addition, Epsilon is the world’s
largest permission-based email marketer. Epsilon is an
Alliance Data company.
www.epsilon.com
Experian Marketing Services
Experian Marketing Services delivers best-in-breed data,
analytics and platforms into multiple regions around the
globe. It is focused on helping marketers more effectively
target and engage their best customers through email,
mobile, social media, digital advertising, customer data
management, customer and competitive insight, data
enrichment and list rental, modeling and analytics, and
strategic consulting. Through these capabilities, Experian
Marketing Services enables organizations to encourage
brand advocacy, create measurable return on investment
and significantly improve the lifetime value of their
customers. Follow us @ExperianMkt.
www.experian.com/marketingservices
Infogroup Targeting Solutions
Infogroup Targeting Solutions helps companies increase
sales and customer loyalty through analytically driven
consumer and business data, and database marketing
solutions. With exclusive access to the Data Axle,TM we
build multichannel solutions using contextually relevant
information on 220MM individuals and 21MM businesses.
www.infogroup.com
LIFT361
If you’re a marketer who wants to better understand
customers’ wants, needs and desires, we can help you.
We believe that data is truth. And knowing the truth
about customer behavior helps our clients lift customer
performance, lifetime value, sales, margins and profits.
We look beyond the traditional 360-degree view of the
customer to the next revolution, gaining a 361-degree
view that moves beyond what’s happening today to predict
what’s going to happen tomorrow. With our unique data
architecture and expertise in data aggregation, analysis,
insights and retail strategy, we can develop winning
data-driven solutions for your business and marketing
decisions.
www.lift361.com
inStream
inStream helps retailers and brands drive sales and build
shopper loyalty through our intelligent omnichannel
marketing and technology solutions. Your targeted
messages will reach the right consumer at the right time,
in the right place, providing a 360-degree connection
to consumers anytime, anywhere. With inStream, you
can establish and leverage profitable relationships
with shoppers by creating a consistent and integrated
customer experience across multiple touchpoints —
point-of-sale by placing targeted ads on the front of
consumer receipts, online via eReceipt marketing and
digital coupons, or anywhere with our complete suite of
mobile marketing services, including SMS text marketing
with links to robust and engaging microsites, smartphone
and iPad apps, and mobile payment capability. Maximize
the efficiency and effectiveness of your marketing spend
and capture essential customer insights with inStream’s
program analytics, allowing for more precise tracking as
consumers move between channels, giving you enhanced
CRM to focus your message for optimum results. From
design and delivery to evaluation and optimization, with
inStream’s expertise, your marketing program will be
state-of-the art, capitalizing on new opportunities and
providing value to consumers — everywhere.
LoyaltyOne
LoyaltyOne is a global provider of loyalty strategy and
programs, customer analytics and relationship marketing
services. Its roster of clients includes leading businesses
and brands in multiple sectors such as retail, banking,
manufacturing, government, natural resources and utilities.
LoyaltyOne businesses include Canada’s AIR MILES®
Reward Program — North America’s premier coalition
loyalty program — COLLOQUY, Precima, LoyaltyOne
Consulting and Direct Antidote. LoyaltyOne is an equity
partner of Direxions, a loyalty pioneer headquartered in
India, and has a working partnership with the leading Latin
American coalition program, Dotz. LoyaltyOne’s industryleading associates, practical experience and proven
capabilities set the benchmark of thought leadership in
the loyalty marketplace. Toronto-based LoyaltyOne is an
Alliance Data company.
www.loyalty.com
rDialogue
rDialogue, which stands for Relevant Dialogue, is a
customer loyalty and relationship marketing firm focused
on creating and sustaining more profitable relationships
between your brand and your customers. Our only goal is
getting it right — for your brand, customers, business and
stakeholders. Our approach is well-tested and uniquely
blends three critical perspectives integrated with the
use of data: customers, brands and finance. We are
uniquely agnostic with respect to program strategies and
technology, so that we are true to our clients and their
best interests. In only six years we have built a strong
reputation for being client-centric, nimble and valuable as
a partner. Give Phil Rubin a call at 404-475-5801 or send
an email to phil@rdialogue.com to learn more.
www.rdialogue.com
RR Donnelley
At RR Donnelley Response Marketing Services, we apply
our knowledge and experience to increase response and
improve your bottom line. For over 38 years, we have been
executing successful programs for some of the leading
direct marketers in North America, helping them acquire
and retain loyal and active customers. Focusing on the
Retail Market, we excel in loyalty program execution,
building store traffic and data-driven multichannel trigger
campaigns. We analyze your customer and prospect data
so that you can take advantage of the true potential of
your database. Armed with this knowledge, we work with
you to craft and execute highly customized response
marketing strategies and communications that will
deliver results. Outstanding Financial Results! Contact us
at 800-722-9001, email – CRMC@RRD.COM.
www.rrd.com
SHC Direct
A data- and analytics-driven, one-stop provider of
strategic customer engagement/loyalty solutions
We Make Smart Marketers … Smarter. SHC Direct
specializes in providing the full spectrum of services
that enable retailers to strengthen greater engagement
and brand loyalty with consumers. Our extensive
service listing includes Technology Expertise/Flexible
and Secure Systems Capability; Data-driven, turnkey customer engagement initiative development and
management; Customer data-driven engagement
strategy design; Decision Support Analytics including
Database and campaign management, Strategic
customer data analysis/Identification/segmentation/
modeling, Performance metrics/reporting, and Customer
list development/management; Creative Services and
communications strategy development; Direct Mail
Management (from creation through fulfillment); Email
Campaign Management; Mobile Strategy Development
and Management; Social Media Marketing Strategy
Design and Management; Initiative-related customer
service (where applicable) 24 x 7 x 365; and Fulfillment
services (Gift Cards, Rebate Checks, Reward Cards). Ask
about our unique NO CHARGE data demonstration!
John Morris: jmorris@shcdirect.com.
www.shcdirect.com
SoundBite
SoundBite Communications is a leading multi-channel,
cloud-based communications provider powering nearly
2 billion customer interactions annually. Our mobile
marketing solutions enable our clients to harness the power
of the mobile device to acquire new customers, improve
loyalty, and grow revenue and profitability. A combination
of strategic services and multi-channel technology powers
our customizable mobile marketing solutions. SoundBite
reaches your customers throughout the full consumer
lifecycle. You have the ability to build a mobile database,
leverage mobile commerce, maximize loyalty program
engagement, and deliver targeted offers and couponing.
In addition, you can target message individual customers
by utilizing mobile technologies such as location-based
services, event-based marketing, social media tools,
mobile advertising, barcodes, augmented reality and
preference management. SoundBite Communications
mobile solutions leverage the power of two robust
platforms: SoundBite Engage,TM an interactive multichannel communications platform providing integrated
SMS, dialer, voice messaging, email and web
communications; and SoundBite Insight,TM a preference
management platform enabling intelligent, personalized
communications. Visit SoundBite.com for more information.
www.soundbite.com
40
Sponsors
Specialty Print Communications
TIBCO Loyalty Lab
Specialty Print Communications (SPC) is an awardwinning, single-source direct marketing resource for
national retail marketers. As a family-owned business, we
apply an entrepreneurial and collaborative approach to
every program to help ensure the opportunity to impress
you again in the future. At SPC we focus on quality of
ideas and workmanship, transparency, agility and new
ways to enrich your print communications. Your ROI
and the strength of your consumer relationships are our
measuring stick. We offer a full-spectrum of capabilities
and expertise in direct mail, loyalty kits, card issuance,
hybrid print production, in-line printing, digital imaging,
lettershop, postal logistics and digital brand execution.
Our goal is simple: to help marketers produce powerful
materials that inspire audiences to act. We put the
intelligence into direct mail.
www.specialtyprintcomm.com
TIBCO Loyalty Lab helps develop profitable and longlasting customer relationships for some of the world’s
largest brands. Our on-demand loyalty platform supports
end-to-end loyalty programs that can influence behavior
across all channels — mobile, social, online and in-store.
TIBCO Loyalty Lab’s deep loyalty knowledge base and
technology solutions enable organizations to cultivate a
deeper and sustained brand relationship with millions of
their customers the day their programs go live.
www.loyaltylab.com
Speedeon Data
41
Since 2008, Speedeon Data has helped clients to identify,
acquire and retain customers through data optimization,
real-time data append, new mover programs and other
innovative data solutions. Although other companies tout
similar capabilities, Speedeon Data provides superior
customer data services faster, with more accuracy, and
typically at less expense. Our capabilities begin with
comprehensive data sources. Each night, Speedeon Data
processes more than 3,000 data feeds from public and
proprietary data sources, ensuring the most accurate
name, address and phone number data available for
240+ million individuals, 100+ million households and
20+ million businesses, plus 100+ million mobile phone
records and 300+ million email addresses. Speedeon Data
powers successful direct marketing programs for leading
companies, including: 9 of the top 10 retail banks, 16 of
the top 150 retailers, 3 of the top 5 cable companies,
and 6 of the top 20 newspapers. Headquartered in
Cleveland, Ohio, with data center operations in Atlanta,
Ga., Speedeon Data enables communications to more
than 140 million customers per month. Speedeon Data
has differentiated itself in a crowded data services
marketplace by adopting leading-edge technologies,
driving innovative client-focused solutions, and delivering
the most current and accurate customer data.
www.speedeondata.com
Targetbase
Targetbase specializes in creating retail marketing
programs and communications — for existing customer
targets and for acquisition efforts — fueled by detailed
customer insights. Through customer behavior analyses,
we gain valuable knowledge of purchasing habits,
average spend and cross-sell/upsell opportunities. We
also arm ourselves with the insights of your existing
marketing programs, tools and channels. This inspires
the development of marketing programs and relevant
multichannel communications designed to modify specific
customer behaviors. It’s how Targetbase impacts
profitable behavior change across ALL customer types
— from the fiercely loyal to the habitually competitive
shopper.
www.targetbase.com
CONTACT:
VMBC
VMBC’s sole focus is enabling smarter and more effective
brand engagement on the mobile platform. We believe the
move to mobile is not simply the next step in an evolution.
It’s a fundamental shift in how people will relate. To each
other. And to the brands they support. We believe mobile
is destined to become the predominant platform for
commerce, brand discovery and CRM. We believe success
on this platform requires a wholesale reengineering of your
digital strategy and a clear focus on creating an audience,
building a community and generating sales. We exist to
help our client-partners do just this. We exist to help them
DASHBOARD win. CAMPAIGN
Our results speak forANALYTICS
themselves: We built a single
Tribune
SMS database of over 8 million opted-in subscribers in
less than a year. We launched an app that debuted at No.
Tribune is one of the country’s leading multimedia
1 in the iTunes app store lifestyle section and stayed there
companies, providing customized client solutions on a
for a week, generating almost 200,000 downloads in that
national, local and hyperlocal level by leveraging its full
time. And we grew sales for a new division of an F100
portfolio of print, online, mobile, email, broadcast, direct/
multinational from $0 to $350 million in 18 months.
data, out-of-home and event assets. Tribune’s mission
www.vmbc.com
is to connect a client’s brand to its best customers and
prospects in the most effective and efficient way possible
in order to drive measureable, impactful, repeatable results.
Wiland Direct
On the print side, Tribune’s leading daily newspapers
include the Los Angeles Times, Chicago Tribune, The
Wiland Direct has built the largest transactional database
Baltimore Sun, Sun Sentinel (South Florida), Orlando
of its kind in the country. With 245 million consumers and
Sentinel, Hartford Courant, The Morning Call and Daily
over 2,000 participating retailers, catalogers, publishers
Press. The company’s broadcasting group operates
and fundraisers, we know the transactional behaviors of
23 television stations, WGN America on national cable
virtually every adult in the U.S. This depth and breadth of
and Chicago’s WGN-AM. Popular news, information
data — combined with powerful analytic capabilities — has
and entertainment websites complement Tribune’s print
helped us produce unprecedented results and ROI for
and broadcast properties and extend the company’s
clients. Using our vast data and cutting edge solutions,
nationwide audience.
we help retailers to Generate incremental sales and profit;
CONVERSION
RATE
COMPLETED QUESTIONS
Boost ROI from direct marketing programs; Optimize
www.tribune.com
customer contact strategy; Reengage former customers
Total:
and acquire new customers; and Gain valuable customer
insights. Let us show you how we can help enhance 2914
your
CRM efforts. Call or stop by our CRMC booth to request a
Vertis Communications is a results-driven marketing
FREE Customer Intelligence Report. To learn moreAverage:
about
communications company that delivers inventive
how you can leverage the power of the country’s most
N/A
advertising, direct marketing and interactive solutions
comprehensive transactional database, please contact
to prominent brands across North America. Our deep
Jerry Joyce, SVP, Wiland Direct, at 330-889-3194 or via
industry knowledge and extensive range of offerings
email at jjoyce@wilanddirect.com. SHARE RATE
— including integrated data solutions, digital program
www.wilanddirect.com
management systems, creative services, world-class print
Total:
and mail production, logistics, out-of-home and business
2188
process outsourcing — are used to deliver superior
program performance that drives bottom
line results for
Total
Average:
3,511
our clients. With 100 strategically positioned
Leads:locations
N/A
and more than 5,000 dedicated professionals, we deliver
impeccable quality and fast turn-around to any market.
www.vertisinc.com
847.465.3352 • donf@segerdahl.com
Welcome, John Doe
Jennie’s Jeans
Purl Response: 2,730 +
Don Farrell
LIVE VIEW
Other Response: 6,901 =
STATS
SOCIAL
Total Response: 9,631
POLL
Logout
LIST
Total Leads: 3,511
STATISTICS FOR YOUR PROMOTION
In-line Web Printing
Tracking Responses
36.46%
30.26%
PURLs
Direct: 2503
Direct 2,503
0
Imaging & Personalization
Check-Ins
Social: 4398
T
OR D
S
E
PR NDAR GE
A
STA OST
. P ID
S
L
.
U
PA NG, I
I
EL #1312
E
WH MIT
R
PE
4,398
Digital Printing
PURL: 2730
Calls
22.51%
SOCIAL SHARING
2,730
Sheet-fed
Printing
Social
0
Direct
Social Marketing TM
Micro-site Development
Secure Assembly & Distribution
Co-Mingle and Co-Pal
Postal Center
Social Influence
Logistics
OUTGOING SHARES FOR CAMPAIGN
INCOMING RESPONSES FROM SHARING
4398 incoming customersCreative
2170 total shares
Email: 726
Facebook: 454
Services
Prepress
Digital Photography
Twitter: 135
Facebook: 2377
Color Management
Twitter: 1295
42
Hitting the wrong notes
with your customers?
43
Has ROI fallen flat? Do your customer relationships need sharpening? Are current CRM strategies
leaving you out of touch with your customers — and out of tune with the results that matter most?
At CCG, we can give your CRM a tune-up. Our band of experts has an ear for developing and executing
customer relationship marketing programs in retail. And when it comes to results? In 30+ years, we’ve
never missed a beat.
• Strategic CRM consultants
• Loyaltymarketingprogramdevelopers
• Datavirtuosos(analysis&management)
• Multi-channelexperts
Sandra Gudat, President/CEO
sandra@customer.com
David Slavick, VP, Retail Consulting & Business Development
david.slavick@customer.com
• Nearly50topU.S.&Canadian retailers served
800.525.0313 • customer.com • twitter.com/customerprofit
• Customcontentcomposers
• Creativeimplementationspecialists

chicago 2012

Transcription

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