SEPTEMBER 21

5:00-7:00 p.m.
Technology Showcase Reception

SEPTEMBER 22

8:00-9:00 a.m.
Registration/Continental Breakfast/Technology Showcase

9:00-9:20 a.m.
Forum Welcome And Setting The Stage

9:20-10:00 a.m.
Creating A World-Class Consumer Experience

• How will media and commerce merge in a digital world?
• Who is best positioned to serve digital consumers: media firms, retailers, manufacturers, or others?
• What are the best practices in contextual selling -- the blending of media commerce?
• How will consumers purchase music and entertainment in the future?

Barry Diller Chairman and CEO InterActiveCorp

10:00-10:45 a.m.
Understanding The Multichannel Consumer

• What is most important to the multichannel consumer? What doesn't matter?
• What does Forrester's Ultimate Consumer Panel (UCP) data reveal about consumers' purchase behaviors?

James L. McQuivey Vice President Forrester Research, Inc.

10:45-11:15 a.m.
Morning Break/Technology Showcase

11:15-11:55 a.m.
Design As A Competitive Advantage

• What is the impact of technology on product and experience and design?
• When should cross-channel consumer behavior drive new product creation?
• How does virtual product design differ from physical product design?

Tim Brown President and CEO IDEO

11:55 a.m.-12:35 p.m.
Building A Cross-Channel Brand

• What brand values should be consistent across channels? What should be different?
• How do you track customer behavior and loyalty across channels?
• What will distinguish the best brands as interactive television takes hold?

Artie Bulgrin Senior Vice President, Research & Sales Development ESPN

12:35-1:30 p.m.
Lunch/Sponsor Presentation by Cysive
The 5 Building Blocks for a Great Multichannel Experience

1. Choice
2. Consistency
3. Continuity
4. Coordination
5. Control

Nelson Carbonell CEO Cysive

1:30-2:00 p.m.
Dessert/Technology Showcase

2:00-2:40 p.m.
Investing In The Right Customer Experience

• What is necessary to create great cross-channel experiences?
• How do you create these experiences without breaking the bank?

Paul Sonderegger Principal Analyst Forrester Research, Inc.

2:40-3:20 p.m.
Monetizing The Content Experience

• How should content companies integrate on- and offline content delivery?
• What are the best ways to migrate consumers from free to paid consumers?
• When does advertising interrupt -- or enhance -- the user experience?

L. Gordon Crovitz Senior Vice President, President, Electronic Publishing Dow Jones & Company

3:20-4:00 p.m.
What's Next For Amazon?

• What can consumer brands learn from Amazon.com's customer experience success?
• What online best practices can be applied to offline selling and merchandising?
• How does Amazon.com work with retail partners to ensure cross-channel success?
• What technologies and processes support a world-class customer experience?

Mark V. Stabingas Vice President, Worldwide Business Development and Services Sales Amazon.com

4:00-4:20 p.m.
Afternoon Break/Technology Showcase

4:20-5:00 p.m.
The Power Of Products

• What are the advantages of controlling product and distribution? How do these advantages lead to better customer experiences?
• What is unique about selling impulse products across channels?
• What are the best practices for developing deep customer relationships?

Lynne Greene President Origins Natural Resources

5:00-5:40 p.m.
The New Advertising Reality

• How will ad-skipping and ad-blocking technologies change advertising?
• How will consumer brands change in an age of digital media?
• What is the agency's role in creating a great customer experience?

Keith Reinhard Chairman and CEO DDB Worldwide

5:40-5:45 p.m.
Day One Wrap-Up

6:00-8:00 p.m.
Special Event
All attendees, speakers, and sponsors are invited to join us for dinner and cocktails at the Grand Hyatt's Manhattan Ballroom overlooking 42nd Street.

SEPTEMBER 23

7:30-8:30 a.m.
Registration/Continental Breakfast/Technology Showcase

8:30-8:45 a.m.
Design Track: The Best Cross-Channel Experiences
Consumers cross channels, creating channel integration challenges for manufacturers, financial services institutions, and retailers. How can companies create world-class multichannel customer experiences without breaking the bank? Firms can't do it all -- but by understanding customer needs, winners will make the channel connections that matter.

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

8:30-8:45 a.m.
Marketing Track: Making Integrated Marketing Work For You
Ad-skipping, ad-blocking, fragmented audiences, and multitasking make marketing more challenging than ever. To cut through the clutter, marketers must embrace integrated marketing -- the weaving together of digital and physical channels to engage consumers' emotions, deliver brand experiences, and form ongoing relationships. In the Marketing Track, marketers will learn best practices in the areas of integrated marketing strategy, media planning, execution, and measurement.

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

8:30-8:45 a.m.
Selling Track: Capturing And Keeping Profitable Customers
Today's consumers demand consistent multichannel experiences from retailers, travel suppliers, and consumer product manufacturers, and many companies are trying to deliver. But it's not easy: Organizational issues, marketing and merchandising disconnects between channels, and complex technology integration projects frequently prevent companies from presenting a great multichannel shopping experience. The Selling Track will explore these topics and present solutions and best practices from retailers and suppliers who have successfully learned how to use multiple channels to win customers and boost their loyalty over time.

Kate Delhagen Vice President Forrester Research, Inc.

8:45-9:30 a.m.
Design Track: Simplify Cross-Channel Design

• How do market leaders design great customer experiences?
• What technologies have they mastered?
• What guides their investments and operations?

Bob Chatham Principal Analyst Forrester Research, Inc.

8:45-9:30 a.m.
Marketing Track: Create A Marketing Experience

• What are the hallmarks of a great integrated marketing campaign?
• How can a siloed brand organization do integrated marketing?
• What are the best examples of integrated marketing campaigns?

Jim Nail Principal Analyst Forrester Research, Inc.

8:45-9:30 a.m.
Selling Track: Where Are All The So-Called "Loyal Customers?"

• Are there really any loyal customers out there? How can retailers and manufacturers keep loyal customers happy and build true loyalty?
• What strategies attract the customers to your brand?
• What's the role of technology in developing lifetime loyalty?

Christopher M. Kelley Director, Consumer Technographics® Forrester Research, Inc.

9:30-10:30 a.m.
Design Track: Three Cross-Channel Design Success Stories

• Who can lay claim to cross-channel success?
• What best practices have leaders uncovered?
• How do these leaders generate -- and sustain -- internal support?

Bob Chatham Principal Analyst Forrester Research, Inc.

Frederick S. Leichter SVP, Fidelity Electronic Business Fidelity Investments

Dennis M. Shockro Vice President, Information Systems The Yankee Candle Company

Joan Broughton Vice President, Multi-Channel Programs REI

9:30-10:30 a.m.
Marketing Track: Creating New Advertising Experiences Panel

• Should advertisers be in the content business?
• Can product placement substitute for regular commercials?
• How can marketers make the most of the TV-Web connection?

Josh Bernoff Vice President Forrester Research, Inc.

Rick Mandler Vice President and General Manager, Walt Disney Internet Group & ABC's Enhanced TV Walt Disney Company

Lakish Hatalkar Emerging Media Strategist Procter & Gamble

Omar Rodriguez Vice President, Worldwide Director, Integrated Communications Coca-Cola

9:30-10:30 a.m.
Selling Track: Best Practices Panel: Profitable Customer Retention

• What are the best acquisition tactics you've used?
• What's the role of the store (and other consumer touchpoints) in building loyalty?
• What's the value of customer loyalty programs?
• What keeps retailers and suppliers from developing loyalty?

Kate Delhagen Vice President Forrester Research, Inc.

Amy Curtis-McIntyre Vice President, Marketing JetBlue Airways Corporation

Scott Key Senior Director, Marketing, Gap Direct Gap

Colette Courtion Director, Starbucks Interactive Starbucks

10:30-11:00 a.m.
Morning Break/Technology Showcase

11:00-11:45 a.m.
Design Track: The ROI Of Design Personas Panel

• Who uses design personas today?
• How much should firms spend to create personas?
• What concrete benefits have these firms realized?

Paul Sonderegger Principal Analyst Forrester Research, Inc.

Michael D. Moore Worldwide Director, Purina Interactive Group Nestlé Purina PetCare Co.

Chris Colborn Vice President, Interaction Design R/GA

11:00-11:45 a.m.
Marketing Track: Measuring Integrated Marketing Panel

• How do you measure the incremental lift of integrated campaigns?
• Which metrics best reveal consumer loyalty across channels?
• What new technologies will transform marketing measurement?

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

Glenn Engler Executive Vice President, Marketing Digitas

Steven G. Rosenblum Director, Advertising & Sales Promotion General Motors

Chris Gaebler Director, Marketing Strategy and Intelligence, Corporate Marketing Sony

11:00-11:45 a.m.
Selling Track: Winning The Cross-Channel Sale

• How different are multichannel shoppers and how do you satisfy them?
• What's the hardest part of running a multichannel retail operation?
• What are the three most important lessons you have learned?

Barry Judge Vice President, Marketing Best Buy Company, Inc.

11:45-12:15 a.m.
Design Track: The "XC" Cross-Channel Awards
Forrester awards presentation for leaders in cross-channel experience design

Download the entry form and win recognition for your company's cross-channel success.

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

11:45 a.m.-12:15 p.m.
Marketing Track: The Great Debate: Who Owns The Integrated Marketing Campaign -- The Agency Or The Client?

• Who is more disintegrated -- agencies or marketing organizations?
• What are the pros and cons of agency-led integrated marketing?
• How must agencies change to accommodate integrated marketing?

Jim Nail Principal Analyst Forrester Research, Inc.

Jim Garrity Executive Vice President and Chief Marketing Officer Wachovia

Charlie Tarzian Chief Executive Officer Euro RSCG Circle

11:45 a.m.-12:15 p.m.
Selling Track: Forrester Analyst Panel: On Demand Analysis From Our Experts

• Who do you think does the best job of building customer loyalty today in your industry?
• What's the most surprising thing you've heard here and why?
• What advice would you offer to multichannel sellers trying to win customers these days?

Mark Dixon Bünger Principal Analyst Forrester Research, Inc.

Carrie A. Johnson Vice President, Research Director Forrester Research, Inc.

Christine Spivey Overby Principal Analyst Forrester Research, Inc.

Henry H. Harteveldt Vice President Forrester Research, Inc.

Kate Delhagen Vice President Forrester Research, Inc.

12:15-1:30 p.m.
Lunch/Technology Showcase