Richard has implemented a local-to-online multichannel strategy whereby the firm's in-store staff have been encouraged to create compelling content for the website. Each store has its own page, with team members listed, a 'What We're Tasting Today' section and the opportunity to upload latest news. He will be sharing insights about how he managed to coordinate staff to work together to better support local customers, across all channels.

Porsche has been doing some amazing work in the social space. Earlier this year it thanked its 1m Facebook fans by plastering their names all over one of its supercars. It is now fast closing in on 2m fans via an engagement strategy that is focused around advocacy. 

Alex works in the firm's marketing strategy team and has a powerful story to tell based around Porsche's multichannel tactics. 

Net-a-porter is well known, among other things, for its 'out of box' packaging experience, as well as personalised shopping assistance. For a 'pureplay' etailer Net-a-porter invests a lot in the *offline* customer experience. Many businesses struggle with joining up the customer experience across online and offline (due to organisational silos, systems not being connected, brand inconsistencies etc.) so we've asked Alison to talk about how Net-a-porter achieve this - what is important to make it work? What's the customer feedback? How valuable it is (brand, financial, PR etc.)?

Gabe is a well-known US expert and author on the topic of "gamification". This is a fascinating topic in its own right but we've specifically asked Gabe to talk about how gamification works, or could work, as a multichannel marketing approach that joins up digital and the 'real world'. The most talked about aspect of gamification is engagement, and there are many examples that cross online and offline. Come and be inspired by Gabe as to how you can use gamification to deliver truly engaging marketing experiences across channels.

It is widely accepted that a balanced customer experience is one of the key success factors in business. What are the best ways of joining this up?

If you ask people to come with examples of brands that deliver outstanding customer experiences then first direct is almost always cited. So we really wanted to hear from them not only about they how manage to consistently deliver such outstanding joined up experiences but their vision for the future of engaging with customers.

Indeed, Stewart is going to be talking about 'beyond experience' and what he sees as the next level in creating multi-channel customer experiences.

Nokia's global director of digital and social media (and long favourite of Econsultancy), Craig Hepburn, talks about how Nokia is approaching customer engagement across social media. Craig will talk about learnings to date, what's worked well, how to get the organisation to be more "social", and what their plans are for the future.