SEPTEMBER 27

7:30-8:45 a.m.
Event Registration And Continental Breakfast In The Technology Showcase

8:45-9:00 a.m.
Welcome And Setting The Stage

Chris Charron Vice President, Research Director Forrester Research, Inc.

9:00 a.m.-6:30 p.m.
One-On-One Meetings With Forrester Analysts

9:00-9:40 a.m.
The Essentials Of Consumer-Driven Innovation

• Why is a new model of innovation needed today?
• How should companies enlist consumers in the creation of new products, services, and distribution strategies? Which technologies play a key role?
• Which companies practice consumer-driven innovation? How has this new process enhanced profits or strengthened customer loyalty?

Christine Spivey Overby Principal Analyst Forrester Research, Inc.

9:40-10:20 a.m.
Media Innovation: Building A Brand For The 21st Century

• How can media owners tap into the passion of brand loyalists to drive innovation?
• How should content owners address emerging forms of consumer-to-consumer media like blogs, RSS, and video messaging?
• What is the value of real-time entertainment in a time-shifted world?

Paul Tagliabue Commissioner National Football League

10:20-11:00 a.m.
Morning Networking Break In The Technology Showcase

11:00-11:40 a.m.
Experience Innovation: Reinventing The Customer Relationship

• How can established companies revitalize their innovation processes?
• How can manufacturers better differentiate themselves at retail?
• Is innovation a local or global exercise?

Jeff M. Fettig Chairman and CEO Whirlpool

11:40 a.m.-12:20 p.m.
Platinum Sponsor Keynote
Product Innovation: Creating The Next Generation Of Devices

• When do consumers want single-function versus multifunction devices?
• What are the barriers of selling devices and services into the home today?
• Which kinds of consumer electronics will succeed in networked homes?

Vyomesh Joshi Executive Vice President, Imaging and Personal Systems Group Hewlett-Packard Company

12:20-1:40 p.m.
Lunch And Dessert In The Technology Showcase

1:40-2:20 p.m.
Retail Innovation: Reaching The Cross-Channel Consumer

• How are consumers changing the face of retail stores today?
• What new store technologies will reshape the shopping experience?
• How can retailers take a multichannel perspective on innovation?

Gerald L. Storch Vice Chairman Target

2:20-3:00 p.m.
Digital Home Innovation: The Future Of Technology For The Home

• What is the role of the digital hub and digital devices in the home?
• How can innovation be used as a competitive weapon?
• Who is taking responsibility for the customer experience?

Greg Joswiak Vice President of Worldwide Product Marketing for iPod Apple Computer

3:00-3:30 p.m.
Afternoon Networking Break In The Technology Showcase

3:30-4:30 p.m.
Industry Innovation Open Forums
Innovation strategies and best practices vary widely by industry. At Forrester's Consumer Forum 2005, attendees can participate in discussions of how consumer-driven innovation is being applied to particular markets, customer groups, and products. Join leading Forrester analysts and industry peers to discuss what consumer-driven innovation means for your industry.

• Telecommunications: moderated by Maribel D. Lopez.
• Retail & Consumer Products: moderated by Nikki Baird and Christine Spivey Overby.
• Travel & Leisure: moderated by Jaap Favier.
• Automotive: moderated by Mark Dixon Bünger.
• Consumer Devices: moderated by Ted Schadler.
• Media: moderated by Josh Bernoff.
• Health Plans: moderated by Katy Henrickson and Lynne "Sam" Bishop.
• Pharma: moderated by Elizabeth W. Boehm.

4:30-6:30 p.m.
Technology Showcase Reception
One-On-Ones With Forrester Analysts

7:00-9:00 p.m.
The Jade Terrace And Gardens At The China Club
Sponsored By SAP

SAP and Forrester Research would like to invite all Consumer Forum 2005 attendees, speakers, and sponsors to join us Tuesday night from 7:00 to 9:00 p.m. at the world-renowned China Club's Jade Terrace for a relaxing evening of dining, cocktails, and networking. The rooftop pagoda features a unique indoor-outdoor lounge and garden with décor inspired by the Far East.

Often referred to as the "Living Room of Rock and Roll," the China Club first came to prominence as a music industry hangout where some of the world's biggest stars often performed fabulous impromptu jam sessions: David Bowie, Bruce Springsteen, Stevie Wonder, Elton John, Eric Clapton, Sting, Don Henley, Bruce Hornsby, and many more. The club has since become a popular spot for celebrities from all fields — sports, modeling, television, and film — and has earned a reputation as one of America's most glamorous nightspots.

SEPTEMBER 28

7:30-8:30 a.m.
Continental Breakfast In The Technology Showcase

8:30-8:45 a.m.
Day Two Introduction

Chris Charron Vice President, Research Director Forrester Research, Inc.

8:45-9:30 a.m.
Social Computing — Bubble Or Big Deal?

• Is social computing more than blogs, RSS, and search engines?
• How does social computing change customer behavior and brand loyalty?
• How are successful companies tapping into the power of consumer-to-consumer connections? When is it appropriate to do so? When is it not?

Charlene Li Vice President and Principal Analyst Forrester Research, Inc.

9:30-10:30 a.m.
Panel Discussion: Design Innovation — Delivering Simplicity From Insight

• What are the secrets of design success in an interactive environment?
• How are successful companies blending physical and virtual design?
• What are best practices for working with a design agency?

Harley Manning Vice President, Research Director Forrester Research, Inc.

Hartmut Esslinger Designer, Founder & co-CEO frog design

Blair Kutrow Vice President, Product Managment Nextel Communications

10:30-10:45 a.m.
Morning Networking Break In The Technology Showcase

10:45-11:15 a.m.
Guest Executive Forum: Critical Mass
Innovation Through Insight

With the continuously expanding menu for personal media consumption, people now have countless information and entertainment options. While these channels are offering significant value to consumers, businesses need to ensure that marketing strategies and tactics are rooted deep in consumer insight to drive ROI from their marketing investment.

Procter & Gamble's largest brand, Pampers, has taken this approach in its evolution of its consumer communications. With steady, insight-based innovation, Pampers' interactive marketing program has grown to be one of the major parts of the overall brand marketing strategy.

John Stichweh Consumer Connect Leader for Global Baby & Toddler Care Business Unit The Procter & Gamble Company

Dianne Wilkins COO & Managing Partner Critical Mass

10:45-11:15 a.m.
Guest Executive Forum: IBM
Successfully Executing Your Multichannel Vision

Multiple channels mean more opportunities to attract customers — and more opportunities to lose them. Meeting consumer demands for greater convenience and control can be challenging — from delivering a seamless cross-channel experience to integrating the data, processes, and systems that enable and inform that experience. But along with the challenges come many rewards, such as greater wallet-share and improved loyalty. Hear about some best practices in multichannel retailing, and learn how IBM Retail Solutions are helping retailers ensure that their customers can do business whenever, wherever, and however they want.

John A. Soyring Vice President, Solutions and Software IBM

10:45-11:15 a.m.
Guest Executive Forum: Modem Media
Case Study On Innovative Rebranding: The Delta Air Lines Web-Enabled, Integrated Approach To Reach New Audiences And Drive Customer Loyalty Across Channels.

Since the earliest days of eCommerce, Delta Air Lines has been a recognized innovator and leader in leveraging the power of digital channels to provide great cross-channel customer experiences. Known as a preferred airline for business travelers (YPB&R/Yankelovich Partners 2005 National Business Travel MONITOR), how is this established brand innovating to reach new target audiences and to create an even more relevant and convenient customer experience? Using the Delta Air Lines example, Bob Keyser, Modem Media's chief strategist on the relaunch of Delta.com, will discuss which digitally driven, Web-enabled marketing approaches and technologies consumer brand marketers need to embrace to stay ahead of the always changing, and sometimes volatile, consumer-centric landscape.

Robert Keyser Vice President, Director, Interactive Strategy Modem Media

10:45-11:15 a.m.
Guest Executive Forum: Wipro Technologies
Next-Generation Retail Outsourcing — Real Success Stories

With consumer buying habits and the competitive landscape changing rapidly, retailers and consumer packaged goods (CPG) manufacturers have to constantly innovate not just their products and services, but also their business processes. To keep pace with this rapid business transformation, learn how retailers are leveraging outsourcing companies to transform business processes using methodologies like Six Sigma. This session will also focus on what we believe to be the next generation in outsourcing of critical support processes to allow the retailer and CPG manufacturers to focus on their core competencies.

This session addresses:

• Business process transformation via the use of tools like Six Sigma to improve process compliance in the retail chain.
• The future of outsourcing — some innovative business process outsourcing ideas.
• How retailers and CPG manufacturers are getting real-time benefits from the outsourcing of business processes (i.e., planograming and retail analytics.)

Bhanu Murthy Vice President, Retail, CPG, and Distribution Solutions Wipro Technologies

11:15-11:30 a.m.
Intermission

11:30 a.m.-12:15 p.m.
Panel Discussion: In-Store Innovation

• Which new in-store technologies affect sales and customer satisfaction?
• How can smart POS systems help retailers, manufacturers, and consumers?
• As more consumers use the Net, how will the role of the store change?

Nikki Baird Principal Analyst Forrester Research, Inc.

Brian Unmacht Senior Vice President of Sales, Service, and Store Development Recreational Equipment Inc.

Steven Dennis SVP, Strategy, Business Development, and Multi-Channel Marketing Neiman Marcus

12:15-1:00 p.m.
Marketing Innovation — Moving From Mass To Intelligent Communication

• How are cutting-edge marketers reaching consumers in an age of media fragmentation, multitasking, and interactive media?
• How will the marketing mix change during the next 10 years?
• Is viral marketing a myth or a viable strategy for reaching consumers?

Jim Nail Principal Analyst Forrester Research, Inc.

Robert DeSena Director, Relationship Marketing/CRM Mars

David Frederick Director, Living Media & E-business, Coty Beauty Coty Inc.

1:00-2:00 p.m.
Lunch And Dessert In The Technology Showcase

2:00-3:00 p.m.
In-Depth Track Sessions

Demystifying Segmentation: Driving Innovation With Customer Insight
Led by: Jed Kolko, Vice President and Research Director, Forrester Research
Jeff Severts, Vice President — Consumer and Brand Marketing, Best Buy
Dave Sommers, Vice President — Enterprise Research and Analysis, Best Buy
Scott Hernalsteen, Director of Research & Planning, AutoTrader.com
Esther Dabney, Customer Interaction Program Director, AutoTrader.com
D. Rob Haley, Ph.D., Director, Market Research, Blue Cross Blue Shield of Florida
Kelly Morton, Director, Positioning and Value Proposition Development, Blue Cross Blue Shield of Florida

• What are the different ways to segment customers?
• How can companies make customer segmentation profitable?

Reaching Consumers Through Innovative In-Store Media
Led by: Nikki Baird, Senior Analyst, Forrester Research
Tamara Mendelsohn, Analyst, Forrester Research
Sean Moran, Chief Strategy Officer, PRN
Mike Grimes, Vice President of Sales & Marketing, Cuesol
Antony H. Lee, Chief Executive Officer, Epicenter Holdings

• How can retailers best leverage stores to introduce new products to consumers?
• What new technologies can help retailers and manufacturers target relevant content to consumers in stores?

How Is Innovation Changing Mobile Usage?
Led by: Charles S. Golvin, Principal Analyst, Forrester Research and Michelle de Lussanet, Principal Analyst, Forrester Research
Scott Williams, Director of Business Development and Mobile, Time Inc.
David Watkins, Director, Multimedia North America, Nokia
Jody Fennell, VP, Business Development, The Weather Channel

• What new mobile applications, services, and content are changing users' behavior?
• How are marketers going beyond text messaging to reach mobile customers?

The Truth About Behavioral Ad Targeting
Led by: Shar VanBoskirk, Consulting Analyst, Forrester Research
James A. Warner, Executive Vice President, East Region, Avenue A | Razorfish
Dave Morgan, Chief Executive Officer, TACODA
Hunter Madsen, Chief of Product Marketing, Yahoo! Marketing Services
Steve Kahn, Director, New Media Marketing, Victoria's Secret

• So what exactly is behavioral targeting? How will it transform advertising?
• How soon before behavioral targeting comes to television?

3:00-3:15 p.m.
Intermission

3:15-4:15 p.m.
In-Depth Track Sessions
Designing Digital Interactions For The Physical World
Led by: Kerry Bodine, Senior Analyst, Forrester Research
Chris Colborn, Vice President, Interaction Design, R/GA
Masamichi Udagawa, Cofounder, Antenna Design New York

• How do Jet Blue's kiosks create a better airport check-in experience?
• How does Nike's digital billboard help customers personalize shoes right from Times Square?
• What can other firms learn from the fusion of digital design and physical spaces?

What's The Buzz On Viral Marketing?
Led by: Jim Nail, Principal Analyst, Forrester Research
Jacob McKee, Global Community Development Manager, The LEGO Group
Steve Rubel, Vice President, Client Services, CooperKatz & Company

• For what kinds of products or campaigns does viral marketing work best?
• How can marketers monitor their own brand as well as competitor brands?

Supply Chain Collaboration As A Competitive Weapon
Led by: Noha Tohamy, Principal Analyst, Forrester Research
Mike Crowe, Director Global Development Global Information Technology, Colgate-Palmolive Company
Peter Brandt, VP, Industry Solution Group, Consumer Sector, SAP America

• How are manufacturers and retailers collaborating to foster innovation?
• What are best practices for sharing consumer information?

Has Innovation Got Game?
Led by: Paul Jackson, Principal Analyst, Forrester Research
David Fleck, Vice President, Marketing, Linden Lab
Katherine Hays, Chief Operating Officer, Massive Incorporated

• How will gaming and marketing evolve, and how will consumers react (advergaming, in-game advertising, product placement etc.)?
• Is gaming's future fully connected? (Online gaming, mobile gaming)
• Gaming devices — Trojan horse for DRM and the Digital Home?