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Customer service must keep a place for paper

Research shows a third of businesses are filing away and ignoring customer queries that arrive on paper. Charlotte Marshall, Managing Director of Iron Mountain in the UK, wants to examine this problem and why the integration of paper and automated customer service management is such an issue for businesses today. By Charlotte Marshall.


The time has finally come to unleash mobile ecommerce

Every year is expected to be ‘the year of mobile e-commerce’ and yet it never is! However, with Branding Brand predicting that more than 53% of visits to the top 500 e-tailers in 2014 will be from smartphones, we think it will be an important year for m-commerce. This comes after research carried out by the IMRG and Capgemini shows that in 2013 the UK spent £91bn in online sales, with sales via mobile devices increasing 138% from 2012. By Lee Cash.


Inattention a threat as mobile ad spend rockets

UK digital ad spend rose 15 per cent year-on-year during 2013 with mobile a key focus, according to new data. But as multiscreening becomes a cultural norm, advertisers face a stiff challenge for consumers’ attention, experts warn. By Chris Lee.


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Internet Leaders Dinner: Living in a Mobile, Ever-Connected World with Shop Direct

When: March 6th, 2013 18:30 to 22:00
Price: £95.00
Reduced to £0.00 if you are eligible for a discount.
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More than a third of visits to the Shop Direct websites have come from a mobile device or tablet, as a result customers have become more connected to the brands in the past few years than ever.

At this digital dinner Jonathan will talk to us about what mobile and tablet shopping has meant for Shop Direct and what the future holds for consumers across the platforms and staying connected around the clock.

Jonathan Wall, E-Commerce Director, Shop Direct Group

Jonathan Wall began his e-commerce career at Dabs when, in September 1999, the decision was taken to transform the IT catalogue mail order business. Jonathan and his team were instrumental to the success of and helped the business to become one of the UK’s first and most successful pure-play online retailers.

In 2006, was sold to BT Retail and, as marketing director, Jonathan helped with the integration of the business into BT and the transition of the BT Shop onto’s e-commerce platform.

Jonathan left in September 2008 to become CEO at, one of the UK’s leading online florists. With 900 member florists across the UK offering same-day delivery of flowers and gifts, Flowers Direct is on its way to being established as a strong challenger to the established hierarchy in the floral sector and, during his time there, Jonathan oversaw a business transformation that included a new business and e-commerce system and the overhaul of the product offering.

In April 2010, Jonathan took on the role of Group e-commerce director at Shop Direct Group, the UK’s leading online and home shopping retailer, with brands including, Littlewoods and isme. With control of the commercial performance of the group’s digital presence, Jonathan’s expertise is being used to drive new visitors to the web and mobile sites, optimise the sites and improve conversion rates and visitor journeys.

Since Jonathan joined Shop Direct Group, online sales have grown to 75% of the company’s revenue. In the last year alone, traffic to the Group’s mobile sites has increased by 250% and 20% of all online transactions are now completed via mobile devices.


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