ArtScience Museum, Singapore
25th - 26th October 2017

Centre Stage - LEVEL 3

Industry-shaping inspiration and insights from the region's leading brands, retailers and disruptive start-ups

Digital Stage - LEVEL 4

Hands-on practice, case studies and insights from retail, marketing, digital, innovation and e-commerce leaders

Solutions Stage - BASEMENT LEVEL

Capability Showcase: Deployable solutions your competitors already use

09:00 - 09:30 - All

Keynotes - Solutions Stage
There is a little bit of millennial in each of us…

The millennial mindset - psychographic not demographic. Although the millennial age group brought behaviours to the fore, their values, demands, behaviours and challenges exist across all ages… the ‘next gen’ of business is driven by millennial trends that are psychographic (people with similar thinking, values and behaviours) rather than demographic (people clustered by age, location or earnings).Whether you are a Baby Boomer, Generation X, Millennial or a Gen Z, there is a little bit of millennial in each of us. In varying degrees all of us are evolving our behaviours when it comes to shopping, travelling, the brands we choose to consume and ultimately contributing to the way today's businesses need to address our wants and needs.

09:30 - 10:00 - All

Keynotes - Solutions Stage
As the pace of change quickens. How retailers and brands can innovate in an age of disruption

Consumer expectations are changing at a faster pace than ever before driven by the "millennial mindset" of today's customer. The way today's customer shops and interacts with brands is evolving and whilst some brands and retailers are able to adapt and evolve and others already operating with this mindset in mind, there are some that are unable to keep up with the pace of change. It's vital for brands and retailers to become more customer-centric and be willing to disrupt their own industry and business model at the start of each day.

10:00 - 10:30 - All

Coffee Break & Exhibition Visit

Time to visit the M20/20 curated exhibition! Explore the showcases on Level 3 and see exhibitors on Basement Level

10:30 - 11:00 - Centre Stage - LEVEL 3

Travel & Hospitality
Today's travel industry; all you need to know and more!

A new definition of luxury is on the cards in the hotel industry as we say goodbye to opulence and hello to a new era. The industry is meeting the increasing demand for experience-led hotel brands in a variety of formats. There is also a rise in multi-generational family travel offering new opportunities in the industry. Technologies such as Virtual Reality, Augmented Reality, Artificial Intelligence and Robotics are playing increasing roles in the industry. This session will take a look at the trends that are shaping the travel industry today.
Panelists:, Stephanie Chai , CEO & Founder
ZUZUHOTELS, Dan Lynn , Non Executive Director, Movenpick Hotel & Resorts & Co-Founder
Expedia, Gabriel Garcia , Head of Marketing & Channel Strategy - Asia Pacific
Moderated By:
Mediacorp, Prerna Suri, International Journalist

10:30 - 11:00 - Digital Stage - LEVEL 4

Fashion & Beauty
Wanna chat? The new channel you just can't ignore. Conversational commerce.

Texting has changed how our daily transactions occur. We are increasingly turning to chat, messaging or other natural language interfaces (e.g. voice) to interact with people, brands and services. Chat commerce offers the opportunity to help customers navigate better online, which enhances the customer experience at the most improtant conversion touchpoint. When you operate in a region that embraces multiple languages, how does the conversation scale to be relevant in a wide variety of markets that businesses operate in?
Johnson & Johnson, Richa Goswami , Head of Digital - Asia Pacific
SHISEIDO Group, Zaheer Nooruddin , Head of Digital Transformation
Bluebell Group, Benoit Lavaud, Global Head of Digital

10:30 - 11:00 - Solutions Stage - BASEMENT LEVEL

Can’t pay, won’t pay: Making buying easier for your customers in every channel. Innovation in Payments and Point of Sale.

Today's customers want simple, consistent buying experiences on the web, mobile and in-store. No interruptions or disruptions; just a smooth, secure experience, every time. Meet the payment platform making this possible.
Adyen Asia, Warren Hayashi, President


11:00 - 11:30 - Centre Stage - LEVEL 3

Travel & Hospitality
Blurring of the lines and what this means for the travel industry.

For some time, technology has provided consumers with greater choice, certainty and value for money through a wider variety of OTA's, Metasearch Engines and an increasing number of information platforms such as Trip Advisor and Google. More recently, there has been blurring of the lines with Metasearch engines being acquired by OTAs such as CTrip's recent acquisition of SkyScanner and meta players building their own booking capabilities. This session will take a look at how travel and hospitality businesses can stay at the forefront of their customer's mind and encourage more direct connections through loyalty programmes and better value propositions.
TripAdvisor, Aaron Hung , Senior Director of Partnerships APAC
Skyscanner , Yara Paoli , Director of Growth
KAYAK, Debby Soo , Vice President - APAC

11:00 - 11:30 - Digital Stage - LEVEL 4

Fashion & Beauty
It's not about you, it's all about me! Personalisation in ecommerce and the in-store experience.

Brands and retailers today are being tasked with knowing your customer better than you've every known them before and delivering an experience tailored to them. Whilst the customer wants to see real-time responses and reactions to their behaviors, marketers are still dealing with complex processes and offline data, which is delaying their access to the intelligence they need to create the next best action with a customer. Personalisation is a word that is increasingly being used in retail and marketing strategy but what does it mean for brands and retailers other than just personalising the subject header?
Levi Strauss & Co, Anil Srinivas , Senior Director & Regional Lead - Ecommerce
Unilever, Badri Narayanan , VP - Customer Development & Global Markets
Kimberly-Clark, Juliana Chu , Director of Digital & Analytics - Asia Pacific

11:00 - 11:30 - Solutions Stage - BASEMENT LEVEL

Leading the next frontier of commerce through payments

From trusted integrations with service providers to uninterrupted retail checkout flows, this session will look at how to create commerce experiences that delight users, drive brand value and secure customer loyalty.


11:30 - 12:00 - Centre Stage - LEVEL 3

Travel & Hospitality
Hello Hollywood. We're all now firmly in the entertainment business.

From local wine tasting to peleton cycling bikes in your hotel room with your own personalisated training programme, there seems to be no end in sight of the experiences that today's travel industry continue to offer up to today's traveller. From supersonic travel and DNA-driven spa treatments, the future of experiences could take that even further. This session will explore how innovation of today's guest experience is positively enriching experience for customers.
Jet Airways, Narendra Mansukhani , Head of Guest Experience
Oman Air, Patrick Fennell, Head of Integrating Operations
AirAsia, Kenneth Andersson, Head of Innovation & Product Transformation

11:30 - 12:00 - Digital Stage - LEVEL 4

Fashion & Beauty
Customers don't see channels, so why should we?

The changes in retail is happening at a faster pace than ever before. The willingness of younger shoppers to switch between physical and digital retail, rather than inherently preferring only the digital, is a trend that marketers need to address. The digital piece is increasingly on the smartphone and today's younger customers do not know anything other than their smartphone as their primary device. If the customer doesn't see channels or want to see channels, retailers and brands must rethink this too. Today's customer needs to be addressed seamlessly and effortlessly

11:30 - 12:00 - Solutions Stage - BASEMENT LEVEL

You've gone social but are you getting results? Measuring your ROI

The world is going social and you've invested in reaching out to your customers through various social channels - but how can you measure your ROI with confidence? With clearer insights you could make smarter, data-driven social media marketing decisions.


12:00 - 12:30 - Centre Stage - LEVEL 3

Travel & Hospitality
The travel industry and the Internet of Things

Back to the future! Where travel experiences could go… This session will take a look at the next wave of technology in the future for travel experiences. The hotel booking itself will be helped along by artificial intelligence software agents, using data mining and intuitive computing. Highly-personalised stays could include a diet designed for you based on your DNA profile. And it doesn’t end when you check out, because new analytics will also ensure lifelong travel fulfillment. RoboButlers (powered by AI) and dream cycles could play a part in providing an extremely customized travel experience for consumers and hotels to enrich their travel experience.

12:00 - 12:30 - Digital Stage - LEVEL 4

Fashion & Beauty
Elevating the customer experience at every touchpoint and converting shoppers into brand loyalists.

Interactions with customers doesn't end with purchasing - the full journey ranges from broad discovery to conversion to nurturing repeat shoppers.User-generated content and social media as a sales tool. We have moved into an era of instant gratification with See Now, Buy Now.
SEPHORA SEA, Simon Torring , Head of Innovation & Omni-channel
PT. Mitra Adiperkasa Tbk, Henry Christian, GM & Head of Loyalty
Hermo, Ann Khoo , Head of Digital Marketing

12:00 - 12:30 - Solutions Stage - BASEMENT LEVEL

Jack of all trading or master of one? The most important device. Mastering m-commerce.

The APAC region has been a mobile-commerce powerhouse for several years now, driven by multiple device ownership in developed markets and followed by rapidly growing “mobile-first” or “mobile-only” markets. Brands can no longer ignore mobile platforms as a primary means to drive ecommerce sales.


12:30 - 13:00 - Centre Stage - LEVEL 3

Travel & Hospitality
Can established hotel brands play in the sharing economy game?

The sharing economy has had a lot of attention during it's fast growth over the last year years and still has huge potential and will no doubt provide a great many more surprises and great services in the coming years. However, concerns that somehow this will displace traditional services such as hotels are very much misguided: the traditional hotel might have to adapt, but its overall model will remain the same.
Carlson Rezidor Hotel Group, Sandy Russell , VP Commercial - Asia Pacific
Singapore Tatler - Edipresse Media Asia, Kissa Castañeda, Group Editor - Digital, Dining, Homes & Travel

12:30 - 13:00 - Digital Stage - LEVEL 4

Fashion & Beauty
Building global fashion and beauty brands. How retail is getting forced to be more creative and experiential.

CHI CHI VON TANG, Lisa Von Tang​ , CEO ​&​ Creative Director
The Estée Lauder Companies, Yvonne Perpetua Ng , Senior Marketing Manager
Moiselle Group, Cynthia Zhong , Retail Director Asia Pacific

12:30 - 13:00 - Solutions Stage - BASEMENT LEVEL

Personalisation and human level interaction. Meet the Chatbots driving a brand new type of commerce

Chatbots are transforming the expectations of customers and the way we do business online. As more people interact with chatbots, their ability to provide personalised and nearly human level interaction consistently improves. The result is what appears to be a brand-new type of commerce; chat commerce.


13:00 - 14:00 - All

Lunch & Networking Break

Time to have a break from the content and enjoy some of the delicious food on offer! F&B points on both Level 3 and Basement Level

13:00 - 14:00 - All

ADYEN Private Retailer Lunch

Brands & Retailers are invited to join global payments company Adyen for a private lunch in M20/20 Backstage. Register your interest here.

14:00 - 14:30 - Centre Stage - LEVEL 3

A Match Made in Finance. The numbers behind the business.

This session will take a look at revenue management and restructuring in the digital age and the evolving role of a CFO or Revenue Director. We will explore new innovation methods in developing time efficiciency and sustainability, whilst balancing the need to spend more on business transformation than ever before.
Johnson & Johnson, Neel Augusthy, CFO - Customer Service & Logistics
Malaysia Airlines, Edward Teck Pin Ooi , CFO - MRO
Park Hotel Group, Tejveer Singh Bedi , Group Director Revenue Management
IMDA, Ryan Lim, Founder, QED & Member - Board of Directors,

14:00 - 14:15 - Digital Stage - LEVEL 4

Food & Beverage
When Music met Augmented Reality. What Mondelēz did next.

Last year, Mondelēz International introduced us to the personalised Oreo campaign with Alibaba. Brands and retailers can no longer stand-still and as with everything else, marketing strategy is no different. This year's session, Mondelēz International will share their latest eCommerce campaign (which broke all campaign records). Meet the Oreo Music-Box. The experiential brand campaign attracted 200MM+ consumers within 12 hours, achieved 150+ on the social media index and attracted 90% new millennial consumers to the brand.
Mondelēz International, Ganesh Kashyap, Senior Director, Global eCommerce

14:15 - 14:30 - Digital Stage - LEVEL 4

Food & Beverage
Real love and loyalty or a one night stand; how do you secure lasting brand love?

With so much choice now available in how, when and where consumers can shop, creating "love" for your brand is paramount. By understanding what's important to Millennials, brands can ensure they are delivering what consumers crave; from an authentic voice and company ethos to high-quality products and personalised experiences.
Diageo, Lawrence Law , Global Director - Johnnie Walker

14:00 - 14:30 - Solutions Stage - BASEMENT LEVEL

Marketing & Advertising
Driving explosive growth with your email.

"SendGrid delivers over 35B+ emails per month for customers like Airbnb, Spotify, Uber, OpenTable, BlaBlaCar and With email being the number one driver of ROI according to the DMA, email is the foundation of a successful customer communication strategy and plays a vital role in driving growth and the bottom line. Explore the 5 rules for building a strong and effective email program and will also share actionable insights on email deliverability and demystify the art and science behind ensuring your emails get to the inbox."
SendGrid, Scott Heimes, Chief Marketing Officer


14:30 - 15:00 - Centre Stage - LEVEL 3

The future of banks. The rise of the challengers.

Banking is a rapidly changing industry and the biggest paradigm shift that has occurred is the move to mobile and digital-only banks. Millennials, in particular, are moving more frequently toward digital banking. And as a result, they're walking into their banks' traditional brick-and-mortar branches less often than ever before. New players can almost always offer better rates and lower fees to customers, and yet, digital-only banks face major problems in terms of customer acquisition as more of them flood the market and customers hesitate to leave a well-known, established bank for a startup. Can a surge of M&As be expected and what can we expect from the institutional segment? Securities and capital market products?
HSBC, Ganesh Iyer , SVP - Market & Product Development
OCBC Bank , Altona Widjaja , VP Fintech and Innovation Group

14:30 - 15:00 - Digital Stage - LEVEL 4

Food & Beverage
Venture Capital Perspectives. How technology is helping retailers evolve as shoppers change

Sanpei Ventures, Max Peiro , CEO
Vertex Ventures, Ben Mathias , Managing Director & India Head
Golden Gate Ventures, Michael Lints , Venture Partner

14:30 - 15:00 - Solutions Stage - BASEMENT LEVEL

Marketing & Advertising
Gen Z. How media habits differ across generations and what brands can do about it.

Kantar Millward Brown’s new report says Generation Z is the hardest to reach for advertisers in the South East Asia region, with almost a quarter of the cohort using ad blockers. AdReaction: Engaging Gen X, Y and Z is the agency’s first comprehensive study of Gen Z, an increasingly important consumer group for marketers as its members enter the workplace and spend their own money
Kantar , Zoë Lawrence, APAC Director, Digital
Kantar Millward Brown , Chi Wei Teo, Group Account Director


15:00 - 15:30 - Centre Stage - LEVEL 3

When "business as usual" just doesn't cut it. Changing your business. Fast.

Why are we doing it this way? "This is how we've always done it" no longer cuts it as an answer to such a question. Consumers expect an integrated, omni-channel service in various areas of their lives and expect the same from their banking services. What does it take to rapidly change mindsets and cultures internally? What partnerships need to exist internally for digital transformation to successfully take place? How can co-collaboration and co-creation be used to meet the ever growing demands of today's customer?
ANZ Bank, Sreeram Iyer , COO
Credit Suisse, Gerald Mackenzie , Head Of Innovation & Business Transformation
Schroders, Aman Narain, Head - Fintech & Digital APAC

15:00 - 15:30 - Digital Stage - LEVEL 4

Food & Beverage
Reinventing Demand Generation as a Modern Food Company

With street-food, pop-ups and unique food experiences on the up, how can established brands use this to drive more demand in their offerings? What works well in attracting people? Social, videos, influence recommmendations and loyalty schemes are all great starting points...
Foodpanda, Jakob Sebastian Angele , CEO APAC
GENTING HK, Andrew Li , Executive Chairman, ZOUK & VP Lifestyle & F&B Concepts,
Mondelez, Denis Dong, Head of eCommerce - China

15:00 - 15:30 - Solutions Stage - BASEMENT LEVEL

Marketing & Advertising
You've done content marketing, now time to move onto experiential marketing

Visual images are increasingly being used for browsing, search and discovery whilst images are increasingly being used to drive sales as new technologies promise to commerce-enable content. This session will explore how brands and retailers are using social commerce to drive success in physical retail and ecommerce
Blippar, Chris Bell, Commercial Director, APAC


15:30 - 16:00 - Centre Stage - LEVEL 3

Corporate & startup collaboration and the future of commerce

Start-ups from all over the world are fuelling change and innovating to create the technology, solutions and platforms of the future. How can large corporate compete and remain relevant for generations to come? Is it better to collaborate, invest or acquire start-ups to obtain these assets? How can corporates create an entreprenuial environment which encourages innovation?
Daimler, Gaurav Suman , Founding Member, Startup-Autobahn (powered by Mercedes Benz) & GM - SE Asia

15:30 - 16:00 - Digital Stage - LEVEL 4

Food & Beverage
Driving the contents of today's shopping cart

Checkout or continue shopping? How can retailers ensure their products are being added into the shopping cart, and encourage shoppers to spend more time in-store or online? Whether in a physical or digital store, loosing basket sales is a challenge for many retailers. What technologies and strategies are there out there to drive today's consumers to fill their baskets?
Suntory Beverage & Food Asia , Leroy Chua , Regional Head - Media & Digital
Kellogg Company, Sanjib Bose, Regional Marketing Lead - APAC
Tesco , Binoo Joseph , Technology Head - Digital Ventures

15:30 - 16:00 - Solutions Stage - BASEMENT LEVEL

Marketing & Advertising
Harnessing The Language Of Games For Marketing And Insights

This talk will explore the power of conscious and unconscious choices that are made when engaging with game-like experiences. This can be leveraged by brands to generate more impactful marketing that consumers actually enjoy, by retailers eager to transform shopper journey for digitally empowered consumers and by ecommerce players for extracting actionable insights from the most powerful of Offline to Online channels.
Ksubka, Julian Corbett, CEO


16:00 - 16:30 - Centre Stage - LEVEL 3

The moment of truth for money & mobile

With the rise of many mobile wallet players in Asia over the past few years, it still accounts for a very small percentage of the overall digital payments transactions whilst in some countries, cash still remains as the preferred route to transaction.
MoneySmart, Vinod Nair , CEO
Singtel , Ho Chee Wai, Product Lead - Mobile Financial & Payment Services
Hektor SG, Rakesh Bhatia, Co-founder of Fintech Companies & Co-Founder

16:00 - 16:30 - Digital Stage - LEVEL 4

Food & Beverage
Brainfood: how consumers’ evolving lifestyles and understanding of origin are changing the business of food

Today’s customer has an acute awareness of sustainability and social impact and that increased awareness is driving a change in what brands consumers engage with. The health and fitness trend is stimulating producers to innovate across the supply chain and deliver more relevant choices for today’s customer. Increasing busy lifestyles cause the rise of home delivery and fast food with a need for increasing convenience. Influencers and social is influencing eating habits and disruptive startups are democratising urban farming and food access using Internet-of-Things, automation, and data analytics.

16:00 - 16:30 - Solutions Stage - BASEMENT LEVEL

Marketing & Advertising
Have Consumers Switched off to TV advertising?

As more and more consumers watch their content on-demand or OTT on servies like Netflix, are traditional adverts archaic or will they continue to be a vital part of advertising campaigns for years to come? Are pop-ups and interative adverts helpful or annoying? How can brands be sure their messaging hits and sticks and doesn't bounce straight-off their audience?


16:30 - 17:00 - Centre Stage - LEVEL 3

The new chains on the block. Meet Fintech's most disruptive players

Technology-led innovation is redefining every aspect of payments and financial services. From helping manage money in alternative ways to gamified experiences for stock trading, there are a plethora of new startups catering to the customer's evolving needs and wants. Cryptocurrencies and blockchain enables complete security, privacy and anonymity and could see the shift of control move away from central banks.
Smartkarma, Raghav Kapoor , CEO & Co-Founder
PolicyPal, Val Jihsuan Yap, CEO & Founder - Forbes 30 Under 30
Attores , David Moskowitz , CEO

16:30 - 17:00 - Digital & Solutions

Keynotes - Solutions Stage
The non-stop evolution journey for media and content in the digital age

With more people consuming content mobile-first and demanding instant access to content at all times, media brands have to adapt fast or risk deteriorating. Investing in new partnerships, brands and content are key. This global brand will be sharing insights into the strategy they have in place and the lessons learnt so far...


17:00 - 17:30 - All

Keynotes - Solutions Stage

See the winners announced for the very first MOWAs! Ceremony will take place on the Solutions Stage on the Basement Level followed by the Speaker & VIP Party.

17:30 - 19:00 - All

Speaker & VIP Party, Sponsored by Braintree *Invite Only*

Take up the chance to network with other speakers and partners, and enjoy drinks and canapes whilst being emerged in the beautiful setting of the Future World exhibition. *Invite Only*

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