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
How AI will Humanise Every Customer Journey

Imagine a world where artificial intelligence (AI) empowers every interaction to be personalised; like you’re the only one receiving every advertisement displayed, mobile offer, email sent and experiencing unique website, social and in-store visits. This might seem like an unachievable goal, but this is the future customer experience (CX), and it’s what customers now expect.
Salesforce, Vivek Vaidya, CTO, Marketing Cloud

09:30 - 10:00 - All

Keynotes - Solutions Stage
Who said sharing the economy was easy? Marketing a product that you don't even own

"Hear from the Sharing pioneers who have transformed the travel and hospitality industry. The principles of trust and transparency that underpin the sharing economy are the two utmost ingredients that marketers can apply to their own work. What does it take to define a unique value proposition? "
Uxin Group, Cindy Wang, CMO
Airbnb, Juliana Nguyen , Regional Brand Marketing Director - APAC
Homeaway, Judith Ann Davidson , Head of Marketing

10:00 - 11:00 - All

Coffee Meets Croissant: M20/20 Personalised Meeting Programme

Bringing brands and retailers together with the world's leading commerce solutions. Register for this session to meet at least 5 cutting-edge commerce providers chosen by the M20/20 team for 5 minute slots over your morning coffee. Registration is simple and can be done on our "What's On" page.

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

Fashion & Beauty
South East Asia's customer consumption trends transforming the fashion & beauty industry

New generation of customers are starting to use products earlier in markets like Thailand. What are the changing consumption patterns of today's fashion & beauty consumer? How can and are retailers and brands implementing change to cater for these customers?
L'Oreal Singapore, Richard Rubnan Que , Marketing Director
COTY, Jerome Dubois , GM - SE Asia
VF Corporataion , John Gearing, Vice President/Managing Director, Timberland & Sportswear - Asia Pacific
Moderated By:
SPH Magazines, Reta Lee , Group Editor - New Media

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

Travel & Hospitality
From data to delight. Creating those special moments your customers never forget

It's no longer just good enough to give rooms for rooms and flights for flights. Reward systems have to change and experience is the future! Travel and hospitality brands can win in Asia’s changing loyalty landscape by using data to create more personalized, “premium-ized” experiences for travelers. Often in the service industry, frontline staff deliver these next-generation loyalty experiences. It’s the experience on the ground that truly makes or breaks a traveler’s intention to recommend a brand and be loyal for future trips.
Tauzia Hotels, Irene Janti , Chief of Marketing
Saudia Airlines, Azman B. Ahmad , GM Product Management
Nok Airlines PLC, Dr Narudh Cheramakara , Director of Market Development
Moderated By:
LCO-Creation, Saki Kobayashi , Co-Founder & COO (Travel Door)

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

Marketing & Advertising
Creating a story that's as memorable as your brand

It's been said that Millennials are all about memorable experiences. This shouldn't just apply to your product, but your whole marketing campaign. From creating amazing content with real substance, to amplification on various platforms, we look at the best ways to market to the social crowd.


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

Fashion & Beauty
Online Marketplaces – King of eCommerce

Online marketplaces are delivering more and more sales for brands than ever before. Online shopping days like Singles Day are driving new opportunities and teachings for the retail industry.
Qoo10 Singapore , Sam Too, General Manager
Lazada Group , Charles Debonneuil , Co-Founder & CMO
ShopBack, Candice Ong, Chief Commercial Officer
Moderated By:
MediaCorp, Cynthia Choo , Digital Reporter

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

Travel & Hospitality
Fusing traditional values with innovation - a modern-day recipe for new age travellers

There is a need to accelerate the pace of change and innovation whilst keeping a strong foundation and sticking to what's still working; looking forward whilst still looking back.
Japan Airlines, Akira Mitsumasu , VP, Marketing & Strategy - Asia & Oceania Region
Salam Air, Patrick Fennell, Head of Operations
Expedia Asia, Gabriyel Wong, Product Director

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

Marketing & Advertising
You’ve tried search, you’ve tried social, where will you find the next generation of users?

What is the ‘value of mass’ when the millennial trend is personalisation... how can you turn the hoard into the consumer? You want to build your mass online following, but where do you start? How do you acquire customers to build and grow your own online audience? Whether you're new on the market or a brand that's been around for decades, is your online community as established as it could be?
Taboola, Johnny Harvey , Managing Director APAC


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

Fashion & Beauty
Move over drones. Combining the bricks and clicks.

With news of drone deliveries being tested, the birth of direct-to-consumer models and online sales on the rise, one could think that the bricks are over and it's all about the clicks. However it's not so much that the brick and mortar stores need to close but reinvention is key for success. This session will explore the reinvention of retail, providing consumers with new ways to search, shop and buy. Creative retailers are using new technologies to innovate just about everything stores do from managing inventory to marketing.
Moda Pacifica - Havaianas, Jaime Syjuco , Managing Partner
Victoria’s Secret, Afshan Banu, AVP Merchandising, Planning & Allocation
Shopee, Ian Ho , Regional Managing Director

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

Travel & Hospitality
We are all Transformers but are we winning?

The operations unit of each business is responsible for efficiently managing day to day activity and cost effectively getting A to Z. With customer service paramount, retail models changing and digital rapidly changing the eco system. We break down and look at how transformation is evolving.
Scoot , Trevor Spinks, Head of Sales & Distribution
Deliveroo, Hunab Moreno Casillas , Head of Operations
BP Singapore, Claus Nehmzow , Digitial Innovation Organization APAC
RedMart Limited, Jose Matos Silva, Director of Marketplace

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

Marketing & Advertising
Influencers are the new marketing Superheroes. Meet the people your customers trust the most

We all know the power of influencers, but what really has been proven to be the best way to work with them? Where has it worked well and what can we learn from the brands who have not been successful with influencers?
TellScore, Suvita Charanwong, Co-Founder


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

Fashion & Beauty
Why experience is the new luxury and what retailers and brands can do about it

Today's generation values doing and sharing over buying and owning, so creating great experiences is paramount.
Vestiaire Collective, Fanny Moizant, Co-Founder, APAC VP, Director of Communications
Global Fashion Group, Magnus Grimeland , Co-Founder, Zalora, Managing Director & COO
Singapore Tatler - Edipresse Media Asia, Kissa Castañeda, Group Editor - Digital, Dining, Homes & Travel
SHISEIDO, Pranay Mehra, VP of Digital & E-Commerce - APAC

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

Travel & Hospitality
You’ve got the whole world in your hands but for how long?

With a mobile device in the hands of the vast majority of consumers and a whole array of technologies on the market, how can retailers ensure they are taking full advantage, creating a truley mobile-first engagement strategy? Is social media the best way to reach potential consumers? Have location-based promotions been successful? Will AI completely change this relationship forever?
Uber, Astha Kalbag, Performance Marketing Manager - APAC
Kkday, Prasanna Veeraswamy , Chief Product Officer, Marielle Van Gorp, Regional Director - BookingSuite
Moderated By:
Bus Uncle, Abhilash Murthy, Founder

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

Marketing & Advertising
AI and the Future of Millennial Engagement

Millennials want increased and more personalised engagement with businesses today. The session deep dives into the use of AI in marketing, advertising and human resource, to better engage the next generation of consumers and professionals.
AdAsia , Kosuke Sogo, Co-founder and Chief Executive Officer


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

Salesforce Private Lunch

Salesforce will be hosting a private lunch in M20/20 backstage for a small number of attendees from brands and retailers. Please register your interest to attend this private lunch session on our "whats on" page and one of the M20/20 team will be in touch to let you know if you have been accepted.

14:00 - 16:30 - Centre Stage - LEVEL 3

Food & Beverage
Surprise and delight. When point of sale becomes point of service.

Pizza Hut Asia, Sanchita Singh , Chief People Officer

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

The connected car revolution. Major trends disrupting the auto industry

The auto industry is going through a dramatic transformation as auto manufacturers and marketers alike think about how to create a frictionless, personalised and safer experience for drivers and passengers. There is a big shift to software, voice-control and the integration of AI, as well as increased co-collaboration with developers through the opening up of API's. Who is in the car? What devices have they got with them? Exploring how the connected car is connecting with the entire IoT ecosystem and the minefield of data sharing and personalisation.

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

Bots & AI: Transforming Sales & Customer Service

Description - The session will look at practical tips at implementing conversational interfaces for chat, voice & email. You will also see how Artificial Intelligence can be used to personalise at scale.
Web Spiders, Siddharth Jhunjhunwala, CEO


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

Food & Beverage
Confessions of an influencer. Driving brand success with authentic word-of-mouth content at scale


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

Content is King. Entertainment is Queen. Discovering the Joker in the pack.

This session will take a look at transforming content and making it viral, as well as creating a community of next generation buyers. What is innovative storytelling and content that sells? And what role do brand and influencer values play and will play in the game of cards?
Mediacorp Pte Ltd, Miguel Bernas, VP & Lead - Digital Marketing
Discovery Networks Asia-Pacific, Bryan Seah , Head of Original Content - SE Asia
Mashable, Victoria Ho , Asia Editor
Moderated By:
SPH Magazines, Reta Lee , Group Editor - New Media

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

Putting dark data to use. Artificial Intelligence’s role in the future of retail

There is strong indication that the majority of customer interactions in retail will be managed by artificial intelligence by 2020. What does this mean for retailers practically and what are the key ways retailers can use AI in stores? Today’s Consumer needs are dynamic— not static—and require an insight machine that can take this dynamism into account and feed it into your marketing plans. With so many different forms of AI use (search, recommendation, programmatic advertising and chatbots are some examples), where should retailers begin and what has been the most case studies so far?
Salesforce, Simon Tate, AVP, Marketing Cloud, APAC


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

Food & Beverage
Food is all about the journey, digital or otherwise!

This session will explore the following areas; mobile development, digital marketing & loyalty strategy, the importance of social listening, technology and innovation development as well as the evolving presence of market disrupters, customer journey mapping and in-store to online to at a home.
NTUC Fairprice Co-operative , Elvin Too , Chief Omnichannel Officer & GM - Online
Big Box Singapore Pte Ltd, Paul Warmer , Digital Advisor
The Kraft Heinz Company, Dhiren Amin , Head of Marketing - SE Asia
Moderated By:
Lean Retail Labs, David Ng , CEO & Founder

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

Avoiding the kodak moment. How startups are bringing on a new dawn of innovation and learnings for the future of commerce

Every large company, or brand, or product must adapt to be relevant or risk having a "Kodak Moment". How can brands ensure they are constantly moving, evolving and adapting to avoid loosing market-share?
Asia Pacific Internet Group , Hanno Stegmann, CEO
Sogal Ventures, Pocket Sun, Managing Partner
Unilever Foundry, Barbara Guerpillon, Head of Unilever Foundry SEAA
Moderated By:
Singapore Management University, Lucas Chua, Mentor

15:00 - 15:20 - Solutions Stage - BASEMENT LEVEL

Global Growth with Local Expertise. Growing your brand into the Middle East with the right partner

Building global growth across multiple channels with regional expertise for each market can be challenging. The session will showcase how Millennial Capital, a specialist retail and consumer products venture capital firm, has enabled KRUZIN Footwear, an Asian brand to develop and grow a profitable omnichannel business in the Middle East with 3 retail store openings, 4 regional markets in less than 9 months. KRUZIN Footwear, globally emerging is now set to enter 6 additional high growth consumer markets by end of 2018.
Millennial Capital, Andreea Danila, Founder & Managing Director

15:20 - 15:30 - Solutions Stage - BASEMENT LEVEL

The power of collisions to trigger new ideas

Collision8, Faith Bogue, General Manager


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

Food & Beverage
Preparing outside of the box. Emerging markets food and beverage demand expansion.

This session will take a look at the current state in emerging areas of the food & beverage market. Trends in how media is consumed and reaching an audience, technology and IOT development, how to create a following and resonate in a new community, localising brand messaging and cultural differences, as well as talent pools and hiring.
Coca-Cola , Rehan Khan , Managing Director - Myanmar
Kellogg Company, Mayank Srivastava, Director of Strategy & Finance - Asia and Africa
Nestlé , Dr Sze Tan , Managing Director, Research & Development Centre Singapore

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

Shine On You Crazy Diamond

"The most iconic Pink Floyd song started with the verse “Remember when you were young, you shone like the sun…” With an inventor's mindset and a deep creative approach, Pep Torres will show the audience why the only chance for companies to succeed in the next years will be to take a deep look inside their starting years, and come back again with all those ideas they left inside a drawer- untouched. Until now."

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

Bringing the best of online shopping into the physical store

What do customers love about shopping online? It's easy, fast, convenient and they can do it on-the-move. How can retails incorporate the favoured elements of online shopping into their stores to improve the overall experience and increase footfall?
Fjord, Ted Kilian, Group Director


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

Food & Beverage
What ingredients consist in a killer campaign? Creative and design at the ready.

Start with a bit of user-generated content, add a splash of relevant personalisation, a dash of timely relevance and a pinch of promotional brilliancy. What's the perfect recipe for a killer marketing campaign.
ONE Championship, Chatri Sityodtong, Chairman & CEO
LEGO Group, Keerthi Kumaravelu , Marketing, Insights & Strategy Manager - SEA & Emerging Asia
RedMart Limited, Jose Matos Silva, Director of Marketplace
LifeStyles HoldCo, Jeyan Heper, CEO
Moderated By:
Popspoken, Cally Cheung, Culture Editor

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

The perfect storm. At the intersection of change and technology. Meet the future of work.

The world is experiencing a workplace transformation. It is the perfect storm: fundamental changes in our workforce are combining with technologies to empower our HR leaders and our people as we move into the future of work. As roles in the workplace evolve, it has never been more important to disrupt whilst building a key innovation and learning culture within the organisation. Workplaces of the future should be environments that support individuals achieving their ambitions in an ever-changing, uncertain operating environment
Glints, Oswald Yeo, CEO & Co-founder
IKEA , Oussama Labib , Learning & Development Manager - SE Asia
Unilever Foundry, Barbara Guerpillon, Head of Unilever Foundry SEAA
Moderated By:
HRM Asia, Kelvin Ong , Journalist

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

Disrupting Retail: Breaking China

Retail in China is being disrupted at faster pace than in the west, partially driven by a new generation of shoppers. Demanding, tech and digital savvy customers with a leapfrog mentality are challenging brands more than ever before. This session will explore how brands need to leverage available technologies and embrace cooperation with start-ups in order to keep afloat in this extremely competitive and fast-changing environment.
Sanpei Ventures, Max Peiro , CEO


16:30 - 17:00 - All

Keynotes - Solutions Stage

The Accenture Consumer Tech Awards recognize and reward early-stage innovators that are pushing the boundaries to better engage with the millennial consumer in the Automotive, Consumer Goods & Services, Retail and Travel industries.

17:00 - 21:00 - All

M20/20 CLOSING PARTY, Sponsored by Salesforce

The Closing Party is a M20/20 tradition, where we invite everyone to join us to celebrate the end of another summit! This year we will be taking over the entire basement level of the museum. Treat yourself with an opportunity to relax and unwind after a busy two days, with cocktails, canapés and live music.

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