The document provides information about the eTail Latin America 2012 conference to be held from May 9-11, 2012 in Miami, United States. The conference will focus on multichannel retail in Latin America and will include workshop days, conference days, and a site visit. Participants will have the opportunity to learn about trends in the Latin American e-commerce market, improve digital strategies, and discuss strategies around social media, logistics, mobile commerce, understanding customers, and multi-channel retail. Leading retailers and solution providers from Latin America and the US will share insights. The conference aims to provide a platform for major companies in the e-commerce sector to discuss strategies and actions.

1. Register now: Tel: +55 (11) 3468-0100
Email: etaillatinamerica@wbresearch.com
Web: www.etaillatinamerica.com
May 9-11, 2012 Trump International Beach Resort Miami, United States
The only Latin American exclusive meeting
ETAIL LATIN AMERICA 2012
for the multichannel retail
Join the leaders of Latin
American retail and US e-commerce
experts in an opportunity to share
best practices, network and learn Access the insights of 36
the latest market trends
leading players from the market:
Workshop Day: understand • Abril Mídia, Brazil • Inova, Mexico
alternative solutions to deal with the • Argentinean Chamber • LAN, Chile
three most mentioned challenges by of E-commerce • Livraria Cultura, Brazil
electronic retailers and be familiar • Baby.com, Brazil • Lenovo, Argentina
with the North American industry • Brazilian Chamber of • Lojas Marisa, Brazil
through a site visit to a major player E-commerce • Netshoes, Brazil
in this market • Colombian Chamber of • Nova Pontocom, Brazil
Workshop 1 Social Media: perceive E-commerce • Officenet, Argentina
how this tool can be applied as a new • Cencosud, Chile • Peixe Urbano, Brazil
strategy for your company • Certona, US • PlazaVip.com, Mexico
• Copa Airlines, • Privalia, Mexico
Workshop 2 Develop an integrated and Colombia • RCI Wyndham
efficient logistics that meets your online • Dafiti, Brazil Worldwide, Mexico
retail demands • Daslu, Brazil • Sodimac, Chile
• E-mailvision, US • Systemax-TigerDirect,
Workshop 3 Mobile commerce:
• Forrester Research, US US
understand how the portable devices
• Falabella, Chile • TAM Airlines, Brazil
can revolutionize your e-business
• Gelbee, Chile • The Latin Products, US
Site Visit Glimpse into the Future of • Groupon, Argentina • V-coins & V-auctions,
Connected Retail: visit the company • Grupo Estado de São Argentina
Systemax-TigerDirect Paulo, Brazil • Walaclub, Mexico
• InBrands, Brazil • Wal-Mart, Mexico
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2. “Great Conference. Very relevant subjects discussed and an appropriate
combination of the high-level trends in electronic commerce and tactical
knowledge to drive business. A perfect place to connect with industry leaders.”
Miguel AlMeidA, Vice President of online MArketing And oPerAtions, WAlgreens.coM
Dear professional,
It is with great pleasure that we present the second edition
of eTail Latin America, the only regional event on multi- Our special thanks to the
channel retail. The Conference is part of WBR’s eTail global Advisory Board of eTail Latin
series. With more than 10 years, the series’ goal is to create
an environment where electronic retailers can prepare to America 2012. Your contribution
act successfully in e-commerce, dealing with the most recent was essential for the development
challenges of this industry. of the conference agenda.
The agenda was built from the conversation with more than
70 e-commerce related companies, including online retailers
and solution providers, from USA and at least ten countries
in Latin America. Therefore, the conference addresses the Ana Grace
Global Web Property Manager
main pressing issues for these companies, offering alternative Best Buy US
solutions and discussing the trends in e-commerce.
If you want to know how your peers are dealing with the
tremendous growth of this market in a regional scale, eTail Arturo Betancourt
E-commerce Specialist
Latin America provides the ideal environment for the Wal-Mart Mexico
exchange of experiences and benchmarking.
Committed to the development of electronic commerce in
Latin America, the conference promotes a meeting point for Marcos Pueyrredon
President
the major companies in the sector to discuss the strategies ILCE – Latin American E-commerce Institute
and actions for improvement. All this for you to have access
to valuable insights into: the use of new tools such as the
mobile devices, tablets and social media; new trends in
payment methods; smart logistic alternatives; improvements Ricardo Alonso
Regional E.V.P. Falabella.com
over your e-commerce platform with new technologies; Falabella Chile
impacts of the introduction of new categories for online sale;
and the perspective and next steps for this market.
Join us in eTail Latin America 2012 and interact with
the prominent executives in e-commerce through case
studies, discussion panels and workshops.
Index
Register now and take advantage of the early booking discounts.
Workshop Day 03
We count on your presence! Conference Day One 05
Conference Day Two 07
Best regards, About our Sponsors 08
About our Partners 09
Diogo Galvao
Conference Director Conference Prices and Discount for Groups 10
eTail Latin America Application Form 12
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3. A
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Workshop Day D
A
Wednesday, May 9, 2012
Understand alternative solutions to deal with the three most mentioned challenges by electronic
retailers and be familiar with the North American industry through a site visit to a major player in this market
08h15 Workshop Day Registration & Breakfast 13h30 Workshop 3
Mobile Commerce: Understanding The Growth And Impact Of Mobile Devices And
09h00 Workshop 1 Social Media: Developing Strategies To Use This Emerging Tablets On Commerce Experiences
Channel To Support Your E-Commerce Programs The goal of this workshop is to present alternatives on how to enable your online store on the use
An exclusive workshop on social media that will allow you to develop strategies on how to of mobile devices aligned to the marketing strategy of your company. Furthermore, you will find
use this tool to benefit your online store, understanding the multichannel experience issues, out alternatives to provide a positive experience for your client integrated with the other existing
available technologies and the investment required. channels.
Understanding the use of social media as a tool to achieve the goals of your business Evaluating the impact on retail in terms of technology development and consumer shopping
How are you dedicating resources in your company and how much investment is required to behavior
incorporate social media programs? Delivering optimal mobile commerce experiences within multiple devices
Promoting a multichannel shopping experience using social media: finding out ways to Integrating the mobile experience offline: ensuring consistent messaging and shopping
integrate this new channel with your other customer points of contact experiences cross-channel
Including social media as a means of effective customer communication Mobile marketing: maintaining personalized marketing across multiple devices
Accessing available technologies that optimize social commerce Mobile payments: technologies already available in the Latin American market and reviewing
Evaluating the return on investment of your social programs best practices developed by US companies
Ronaldo Bueno, Marketing Director, Netshoes, Brasil Francisco Tovar, CEO, The Latin Products, US
Renato Mendes, Communication Manager, Netshoes, Brasil 15h00 End of Workshops 3 & Refreshment Break and Networking
10h30 End of Workshop 1 - Morning Refreshment Break & Networking Opportunity 15h30 Site Visit Glimpse into the Future of Connected Retail: visit the company
Systemax-TigerDirect
11h00 Workshop 2 Build Efficient Logistics Solutions To Provide A Great Customer ETail offers you the unique opportunity to visit the American company Sistemax-TigerDirect, a
Experience recognized by Fortune 1000 and the New York Times as one of the top 25 online retail companies.
Logistics represents one of the major challenges for retailers, whether outsourced or not. Here Have a remarkable experience feeling the difference between this market and Latin America and
you will have the opportunity to exchange experiences and understand how to address the sneak a peak into what currently happens in the US.
communication with the carrier, prepare for an increase on demand and ensure effective logistics
to attend the expectations of your consumer. Lonny Paul, VP of Marketing and Stategic Initiatives, Systemax, US
What is the impact of logistics on the online consumer experience?
Establishing processes to deliver products efficiently both national or international 18h00 Workshops Day Concludes
Relationship with shipping companies: strategies to select partners that meet your high
standards of quality
Developing clear communication between your online store and the carrier to meet “My expectation from this conference is to share
customer expectations my experiences in mobile technology with others in
Evaluating and forecasting demand and setting up partnerships that manage that demand
Identify technologies to facilitate delivery of products and provide transparency in your
the e-commerce business world. I hope to inform
logistics program others on how to optimize their current e-commerce
Free shipping: how to guarantee the sale when offering free shipping to your consumer? website for mobile devices, and better prepare others
Reverse logistics: this trend will become reality in the short term? for the future of mobile technology. The future of
Patricio Rojas, Development Manager, Cencosud, Chile
e-commerce rests upon devices such as smartphones
and tablets, as well social media platforms. I feel
12h30 End of Workshop 2 & Lunch that my expertise with my own businesses can help
guide others through the process of making their own
websites more mobile compatible for a future that
will absolutely require careful attention to the mobile
market.”frAncisco toVAr, ceo, the lAtin Products us
Register now: Tel +55 (11) 3468-0100 Email etaillatinamerica@wbresearch.com Web www.etaillatinamerica.com 3

4. A
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Main Conference Day One
1o Thursday, May 10, 2012
08h15 Conference Registration & Breakfast in the Solutions Zone 11h00 Discussion Panel
Understanding Your Target Audience: Profiling Consumers Accurately And Personalizing Your
08h45 Opening Remarks Marketing Programs To Make Them More Effective
Diogo Galvão, Conference Director, eTail Latin America 2012 Customization has always been one of the greatest challenges for the virtual retailer. In this
discussion panel you will have the opportunity to access best practices on how to address your
08h50 Chairperson’s Opening Remarks website effectively to each e-consumer profile, using the latest techniques and technologies
for tracking and analyzing behaviors.
09h00 Opening Session Determining whether your marketing program is sophisticated enough to invest in
An Overview Of The Latin American E-Commerce Market: Trends And Challenges In The personalization
Industry Tracking the behavior of potential consumers and mapping their behaviors on your
Get to know in depth the Latin American e-commerce market and its main representatives, website
and access its trends from a recent analysis, of the most recent facts from this dynamic and Sustainable management of your database: collecting behavioral data and generating
fast-growing market. accurate profiles of your customers
How is e-commerce developing in different Latin American countries? What are some of Learning the latest tools and technologies available in the market for customization of
the commonalities and differences between countries? your website
To what degree are Latin American e-commerce players following their US counterparts Making your personalization marketing programs as efficient and effective as possible
vs. finding their own e-commerce path?
How will the arrival of US and other global companies to the region change the dynamic Fernando Cirne, E-business Director, Abril Mídia, Brasil
of the e-commerce market?
How will increased broadband penetration and growing adoption of smartphones and 12h20 How to use Customer Intelligence technology to boost your email marketing
tablets drive online transactions? Learn how to use the concept of Customer Inteligence to develop an e-mail marketing
strategy that meets the interests and expectations of consumers
Zia Wigder, Principal Analyst, Research Director, Forrester Research, US What is Customer Intelligence (CI)?
Exploring customer behavior data to identify new segments and sales strategies
09h40 Discussion Panel Using CI to increase sales via email, mobile and social campaigns.
Improving Your Digital Strategy: Accessing Insights From Leading Retailers Into The
Competitive Landscape, Increasing Traffic To Your Site And E-Commerce Innovation Nick Heys, CEO, Emailvision, US
Discuss with leading industry players new solutions for your company’s digital campaign and
promote a rewarding online experience for your customer. Discover ways to structure your 11h40 Discussion Panel
online store and release the necessary information to conquer your client’s trust. Multi-channel Retail Strategies: Enhancing The Web Experience And Increasing
Comparing online retail strategies in Latin America and the US and evaluating the Access To Your Website
successes and mishaps in each market The multi-channel issue is entirely and deeply addressed in this panel that you will learn
Differentiating your online retail experience no matter the market and delivering on new ways to integrate the various existing channels in your company and how to provide
consumer expectations information on each one.
Increasing and converting traffic on your website: reaching consumers before your Gathering customer information cross-channel
competitors Determining whether cross-channel strategies will be lucrative for your customers vs.
Providing an amazing commerce experience that guarantee ease of shopping, increases maintaining siloes between the channels
customer loyalty and keeps customers returning time and time again Interactivity between channels: identifying how each channel can represent your brand to
Taking advantage of personalization schemes to enhance the customer experience consumers, and create a multichannel identity
Ensuring your back-end systems and infrastructure can support traffic increases Discussing pricing, discounts, offers and shipping within the multichannel strategy
on your site Integrating mobile devices into your channel mix
Arturo Betancourt, E-commerce Specialist, Wal-Mart, Mexico Ricardo Alonso, Regional E.V.P. Falabella.com, Falabella, Chile
10h20 Morning Coffee Break & Networking 13h00 Lunch
“I expect to find out new tools for the maintenance of websites. Furthermore, know the way which other companies work
with the risks, mainly those related to payment methods. Keep up with customer service tools and understand the experience
that other professionals have on this issue. I also hope to know more about flexible platforms: buy one or develop it`s own? I
am eager to meet the other professionals and share knowledge”Arturo BetAncourt, e-coMMerce sPeciAlist, WAl-MArt, Mexico
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5. Track A - Enhancing Your Website Through New Technologies Track B - Achieving A ROI Using E-commerce Innovation
And Processes
14h15 Chairperson’s Remarks 14h15 Chairperson’s Remarks
14h20 New Technologies In E-Commerce: Understand How They Can Contribute To The 14h20 Building The Case With Senior Management: Ensuring Investment In New
Security And Overall Performance Of Your Website E-Commerce Initiatives
Stay in touch with the latest advances on e-commerce technologies and have insights in how to apply Understand the importance of the buy in from of top executives and decision makers to boost online
them to your business maintaining quality and security. sales effort from increased investment and innovation.
è Analyzing new tools available today and integrating them with your existing programs è Reviewing past attitudes toward e-commerce investment by Latin American retail executives
è Sharing insight into the management of a portfolio of products using different types of è Strategies to increase the support of these players in introducing new technologies and pursuing
technology available today e-commerce innovation
è Identify technologies that enhance the online experience while providing security for your è Establishing open channels of communication with senior management
customers è Aligning yourself internally in terms of management of your e-commerce business
è Utilizing analytics to transform customer behavioral information into actionable insights for your è Evaluating required investments to take Latin American e-commerce to the next level
business
In Hsieh, Founder & COO, Baby.com, Brasil
Rodrigo Lopez, VP, Sodimac, Chile
15h00 Platform Selection: Analyzing The Potential Benefits And Pitfalls Of Building In-House 15h00 Unlocking Strategies To Increase Your Conversion Rates
vs. Outsourcing Analyze the variables influencing conversion rates and find alternatives, most used by the major players
Choosing the ideal platform to your store is vital to successful business. In this exhibition you will have to increase it.
the unique opportunity to discuss the pros and cons of developing the own platform or incorporating an è Find out the factors that influence conversion rate
exiting one. è Understanding the functionality needed to guarantee conversion of your traffic
è Determining the criteria used to decide between building capabilities in-house vs. outsourcing è Facilitating the shopping experience using functionality that is best suited for your business and
è Understanding the resource outlay needed for each option your customers
è Accessing the cost-benefit analysis of each option è Learning about technologies that have been successful in increasing conversion rates
è Choosing the right platform for your company è Why conversion rates are significantly higher in the U.S. vs. Latin America
è Understanding when and how much to invest in order to differentiate your web presence
from the competition Simon Smeke, CEO, Walaclub, Mexico
è Learning the capabilities of the platforms available in Latin America in order to make
an informed decision Humberto Zugasti, Latin America eCommerce Manager,
RCI Wyndham Worldwide, Mexico
Luiz Pavão, E-commerce Director, Daslu, Brasil
15h40 Coffee Break & Networking in the Solutions Zone
16h20 Fraud Prevention: Minimizing Risk Through Effective Team Planning Approach With 16h20 Digital Marketing: figure out its key trends to differentiate the e-business in a highly
Your IT Department competitive market
Learn the importance of investing on fraud prevention and verify its development within Latin American Differentiate your business using an innovative marketing strategy and create an effective digital
market, as to how it has been caused and best practices to avoid it. campaign learning from the contributions made by the North American market.
è Exploring the impact of fraud in Latin America è The evolution of digital marketing: examine the latest strategies applied by the major Latin
è Reviewing prevention strategies and best practices to combat fraud American players and evaluate which are interesting for their reality
è Staying prepared and avoiding financial losses è Analyze the US digital marketing trends and discuss what could be incorporate by the Latin
è Understanding risks that websites are taking when they are not focusing on fraud prevention American market
è Finding the best technology to combat fraud è Which metrics are being used by Latin American and US companies?
è E-mail marketing: identify successful strategies of this tool
Alex Bastos, Back-Office Systems Manager, Dafiti, Brasil è Marketing attribution: how applying this concept effectively to have a better assistance in
building new digital campaigns
João Cabral, Director of Digital Products Development, Grupo Estado de São Paulo, Brasil
17h00 Payment methods: analyze solutions to deal with this hot topic, considering the needs 17h00 Evaluating Successful Strategies To Expand Your Online Business Into Other Countries
of American consumers In an increasingly complex and integrated market, internationalization is highlighted. Access trends on
As another great challenge for e-commerce, this session will discuss payment methods thoroughly, the movements of US and Latin American companies, and discuss how to enter a new market.
including the international options, presenting new solutions and alternatives to incorporate them in è Determining the trends of US companies entrance into the Latin America market and evaluate
favor of the good experience of your e-consumer. the impact on your business
è Access the main payments alternatives available in the Latin American market è Learning strategies for North American companies that are entering this market
è How to select payment platforms that meet the needs of different consumer profiles? è Staying up-to-date with international growth of Latin American retailers
è Attending consumer expectations in online shop: how to embody new payment strategies, è Developing an effective entrance strategy into foreign markets
improving the existing ones and combining them all? è Discussing the importance of having a local partner and comprehending customs and differences
è Discuss strategies of payment management and the creation of a simple checkout with new markets
è International payments: what are the best practices that facilitate this operation
è Banks: understand the importance of these actors and see their latest efforts to make easier the
online shopping Federico Malek, CEO Groupon South America, Groupon, Argentina
è Examine how North American companies have dealt with virtual payment methods and analyze
what can be incorporated by Latin American players Rodrigo Trevizan, E-commerce and New Business Manager, TAM Airlines, Brazil
Enrique Nogales Piñas, Operations Responsible, Privalia, Mexico
17h40 Conclusion Of Conference Day One
Register now: Tel +55 (11) 3468-0100 Email etaillatinamerica@wbresearch.com Web www.etaillatinamerica.com 5

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Main Conference Day Two
2o Friday, May 11, 2012
08h15 Breakfast in the Solutions Zone 11h00 Discussion Panel
The Entrance Of Mobile Commerce In The Latin Market: Ensuring You Are Equipped
08h45 Opening Remarks To Take Advantage Of This Growth Channel
Diogo Galvão, Conference Director, eTail Latin America 2012 Join this panel and debate the introduction of mobile commerce in the Latin American
market. Understand the necessary investments, find out strategies for the introduction of
08h50 Chairperson’s Opening Remarks mobility and explore the new capabilities that this tool provides to your store.
Evaluating how the US Market is successfully applying this tool
09h00 Opening Session Introducing m-commerce into the Latin America market: are online customers prepared
An Overview Of The Brazilian Online Retail Market: Understand Trends And for this new reality?
Evaluating Business Opportunities Assessing the investment and infrastructure required to incorporate mobile tools into
Enjoy the exclusive opportunity to get to know the Brazilian e-commerce market from an your marketing programs and website
updated analysis of its current position within the Latin American framework, its current Integrating mobile commerce into your service offerings, without causing major changes
stage of development and applied technologies, as well as its next steps. to your existing platform
Identifying the current state of technology development and e-commerce within the Exploring the use of mobile for real-time localization of customers; ie. sending offers,
Brazilian market geolocation, discounts and service scheduling
Knowing the players: who are the largest retail companies and websites who have began
operations recently in this market Eli Senerman, VP Lan.com, LAN Airlines, Chile
Trends & Perspectives: discussing next steps in this fast growing market
Determining how Brazilian retail companies have been dealing with an increase in Alberto Pardo, President, Colombian Chamber of E-commerce, Colombia
competition locally
How has foreign expansion into the Brazilian market impacted local e-commerce and 11h40 Discussion Panel
how will this trend continue in the future? Thinking Through Latin American Logistics Challenge: Solving This Issue
Expanding into new markets: how are Brazilian companies going international? (Considering Possible Regional And Local Limitations)
Through this panel you will have the chance to evaluate the current stage of logistics in the
German Quiroga, CEO, Nova Pontocom, Brasil Latin American e-commerce market, comprehending how companies are addressing this
challenge and developing new solutions to achieve a complete and intelligent logistics.
09h40 Case Study Concerning the current Latin American infrastructure, is it possible to provide delivery
Using Social Networks To Promote Your Brand And Increase Customer Engagement processes both nationally and internationally that minimize time, improve quality and
Understand from a recent and very successful case study how the social media can reduce shipment costs?
strengthen your brand and conquer new customers, and have insights on how to use Regional and international logistics: how to plan and offer an efficient delivery method
successfully this new tool. cross-border?
Applying social media programs to support growth in your e-commerce channel Supplier overview: how Latin American companies are facing the challenge of finding
Using social media to build new customer relationships and enhance current ones partners to serve their logistical needs?
Evaluating the creative use of social networks to optimize the consumer experience What lessons e learned can be derived from US companies for successful adaptation into
Using social media to analyze the behavior of your target customers the Latin American Market?
Identifying social marketing strategies and reviewing the results of these programs
Bruno Mercenari, Partner, Inova, Mexico
Diego Quesada, E-Business Director Commercial VP, Copa Airlines, Colombia
Juan Diaz, Internet Business Developer, Inova, Mexico
10h20 Morning Coffee Break & Networking
12h20 Combining the Art and Science of Personalized Merchandising and
Recommendation Strategies to Drive More Revenue Per Visit
Be in touch with an efficient technology solution to improve the results of merchandising
and the recommendation of products of your online store
Learn best practices for harnessing the power of data-driven technology solutions with
the tried and proven merchandising strategies.
Discover new methods for measuring, testing and optimizing product recommendations
with an automated approach that maximizes revenue and conversion.
Mark Loucks, VP of Channel Development, Certona US
13h00 Lunch
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7. Track A - Improve The Operational Efficiencies Of Your Website Track B - Be aware of the Latest E-commerce Trends and Build
To Capture Market Share Your Positioning Through Privileged Information
14h15 Chairperson’s Remarks 14h15 Chairperson’s Remarks
14h20 Stimulating And Encouraging Credit Card Adoption In Latin America 14h20 The New Emerging Class And The E-Commerce: Identifying The Potential Population
Learn how you can encourage the use of credit cards for online operations, attending the expectations of more To Capitalize On E-Commerce Opportunities
consumers for a safety procedure. With the expansion of internet access within Latin America, it is introduced a new demand for this a new
è Alternatives to increase credit card security for consumers demand for this market is introduced and it requires your store to be prepared to incorporate and supply these
è How technology and marketing can add to the expansion of credit cards use? new e-consumers.
è Actions to communicate the safety of using credit cards to consumers for e-commerce è What are potential main consequences of the low-income population on e-commerce adoption?
è Establishing a partnership with banks and credit cards to optimize the efficiency of this payment è Discuss the virtual opportunities brought by this new class of consumers
method è Identify the profile of these new web consumers
è What strategies can impact the adoption of online shopping by this new emerging class?
Patricia Jebsen, E-commerce Manager Falabella, Argentina / President Cámara Argentina è Becoming ready to meet this increased demand in without sacrificing your current customer
de Comercio Electrónico relationships?
Thiago Pereira, E-commerce Manager, Lojas Marisa, Brasil
15h00 Creating A World-Class Customer Service Department That Enhances Customer 15h00 Differentiating In A Growing Competitive E-Commerce Market
Relationships And Your Brand In this highly competitive market, discover how to be prepared to the entry of new companies, national or
Evaluate your Consumer Service and enhance this service through new effective solutions that attend the international, identifying potential campaigns to differentiate from the market.
several requests of your customers, enabling a good shop experience. è Retaining brand relevance in a highly competitive market
è How is customer service servicing online consumers? è Generating competitive advantage in this market
è Discussing efficient methods to deal with online requests è What are some successful perspectives from new online retailers in Latin American market?
è How to develop a close relationship between the website, customer service and logistic partners, Which segments are still growing?
keeping customer interests at the heart of your strategy è How are you preparing for competition on a global basis?
è Analyzing strategies to prevent or solve problems caused by outsourced customer service è Foreign products: competing with products that arrive into the local market with
è Evaluating potential costs v. benefits with outsourcing your customer service dept a lower price point
Juan Garcia, CEO/Founder, PlazaVip.com, Mexico Diego Darriba, Manager, e-commerce and web for Latin America, Lenovo, Argentina
15h40 Coffee Break & Networking in the Solutions Zone
16h20 Complaints And Exchanges: How To Address These Issues While Maintaining 16h20 E-Commerce Diversification: Examining The Introduction Of New Product Categories
Consumer Trust In The Latin American Online Market
Understand the importance of this issue to ensure the loyalty of your customer and verify efficient Follow the evolution of e-commerce in Latin America and notice the new categories that enter into this
solutions for managing a good exchange and responding to a complaint, turning it into a positive experience segment and the impacts they may cause on your business.
for the consumer. è How can new categories introduce a new dynamic for e-commerce and foster technological
è How to deal with customer dissatisfaction and exchanges developments
è Creating an efficient exchange service that satisfies consumer´s demand è What new categories are entering into the Latin American market and how do they compare
è Turning customer frustration with the store or product into a positive experience with the US commerce experience?
è Interpreting customer complaints: understanding what is causing customer dissatisfaction and è Fashion: what new challenges are facing this category?
managing this information effectively è Tourism: what are the results of the transformation of offline to online agencies?
è Transactions with intermediaries: how to treat complaints received through intermediary partners è Food sector: how restaurants and supermarkets are entering into the e-commerce space?
è Intangible goods and services: how is this sector revolutionizing the e-commerce experience?
Santiago Bilinkis, Founder, Officenet, Argentina
Flávio Nijs, Partner - Marketing and Internet Director, InBrands, Brasil
Mariano Cardoner, CEO, VCoins – Vauctions, Argentina
17h00 Achieving Sustainable Growth In E-Commerce 17h00 The Growth Trend Of Collective Buying Sites: Applying This Model To Your Business To
Access strategies for achieving sustainability of your e-business, identify the variables and understand the Increase Growth And Market Awareness
importance of this subject for the long term planning of your store. Join this unique session about the collective buying sites and note the opportunities and limitations that this
è Examples of sustainable development in Latin American and North American innovation provides to your online store.
e-commerce markets è What does the entry of these websites mean to the e-commerce business?
è What are the main differences between those markets in terms of sustainable growth? è How do collective buying sites boost conversions of your website?
è How can your customer-facing and branding strategies encourage sustainable growth? è Discussing the advantages and disadvantages in offering your products on these sites
è Creating criteria for the selection of vendors that support your growth goals è Building strategies to integrate this model into your current marketing and sales model
è Understanding the importance of investments in safety and innovation to promote a regional è Determining the appropriate investment level for collective buying sitesDefining the
e-commerce culture relationship: how to establish partnerships between discount websites and traditional websites
è Encouraging sustainable growth within your company culture: communicating è Ensuring proper representation of your brand by these new partners
this concept to employees è Understanding how these sites have been developing payment and logistical platforms for retailers
Sergio Herz, CEO, Livraria Cultura, Brasil Agustín Pallocci, CEO, Geelbe, Argentina
Ludovino Lopes, President, Brazilian Chamber of E-commerce, Brasil Leticia Leite, Communication Director, Peixe Urbano, Brasil
17h40 Conference Conclusion
Register now: Tel +55 (11) 3468-0100 Email etaillatinamerica@wbresearch.com Web www.etaillatinamerica.com 7

8. Who will you meet at
eTail Latin America 2012?
eTail Latin America is an Why eTail Latin
opportunity for pure networking and
benchmarking for the e-commerce market.
America is a must
You will discuss how to create the ideal attend event?
strategy for multichannel retailers to attend 8 reasons that justify
the growing and increasingly sophisticated your registration:
Latin American market.The executives
attending the conference are responsible
for the e-commerce strategies of the major
1. Attend the only retail event in Latin
America that is committed to boost the
companies in Latin America.You will also development of regional e-commerce
meet the biggest US players. Besides retail
professionals, solutions providers will be 2. Access insights from experts and
understand how to take advantage
attending, exposing their latest products for of new business opportunities with
e-commerce. the region`s growth
Industries
Books, magazines, subscriptions, films, discount,
3. Learn how to optimize results with the
use of new tools and technologies available,
specialty, appliances, beauty, health, personal care,
such as Social Media and Mobile Commerce
consumer electronics, computer, automotive,
travel, food, supermarket, home, furnishings, gifts,
department stores, floral, stationaries, sporting goods, 4. Unveil the main e-commerce trends in
music, tourism, airline companies, arts, luxury goods Latin American and North American markets
and even more! and be prepared with privileged information
to face the challenges of the sector
Job titles:
You will meet at eTail Latin America 2012 CEOs, 5. Participate in the Workshop Day and have
Presidents, SVPs,VPs and directors responsible for: a close contact with key companies
Marketing CRM
è
è Retail
è
è Operators 6. Evaluate actions to increase customer
è M-commerce e è Social Medias satisfaction and offer a good customer
E-commerce/ è Consumer experience
Electronic Mobile Strategy
Commerce
è
è Customer 7. Benchmarking and networking: share the
è Online, Web, Internet Experience best practices and successful experiences of
è Multi-Canal è Mobile Marketing the biggest players in the e-commerce market
Information & Loyalty Marketing/
è
Technology - IT
è
Customer Retention 8. At the exclusive Solutions Zone,
è Merchandising è Customer Service/ access the latest technology available for
è Digital CRM e-commerce and learn how they can help the
è SEO è Branding e-tailer achieve his goals
è SEM
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9. For biographical information on the
eTail Latin America speakers and
more details on each session, please visit:
www.etaillatinamerica.com
PR
IC
QUALIFIED BEFORE BEFORE AFTER IN
RETAILERS* MARCh 9Th APRIL 6Th APRIL 6Th G
3 day Conference $ 1077.30 USD $ 1231.20 USD 1,539.00 USD
SOLUTION PROvIDERS AND OThERS $2999 USD
CONSULT OUR SALES TEAM FOR MORE
INFORMATION ON GROUP DISCOUNTS!
* Please note a qualified retailer is not: Any service provider to retail organizations - Includingsoftware vendors, internet developers, technology
vendors, solution providers, third party logistics providers, consultants or companies with primary revenues resulting from commissions,
subscriptions and/or advertising. Worldwide Business Research reserves the right to enforce the rate for non-retailers.
WBR CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY: Payment must be made before the event and includes lunch, refreshments and detailed
conference materials. If payment is not received until two weeks before the event, the same should be done on site, using check or cash. Participants may be
substituted at any time and at no extra cost. WBR/ IQPC does not provide refunds for cancellations. For cancellations received seven (7) days before the event, you
will receive 100% credit to be used at another WBR/ IQPC event for one year from the date of cancellation. For cancellations received less than seven (7) days before
the event, no credits. In the case of WBR/IQPC cancel the event, all payments will be converted into credits for future events from IQPC/ WBR. The credit will be
available for up to one year from the date of cancellation. In the case of WBR/ IQPC postpone the event, payments will be transferred to the new date. If you can
not attend the event in this new date will receive 100% credit to be used at another WBR/ IQPC event for one year from the date of cancellation. There will be no
refunds for cancellations or postponements. WBR/ IQPC is not responsible f or loss or damage caused by the replacement, modification, date change, cancellation
or postponement of an event. WBR/ IQPC will not take any responsibility if the event is changed, rescheduled, postponed or canceled due to force majeure not
covered or any other event that makes their achievement imprudent, illegal, impracticable or impossible. These reasons include, but are not limited to: governmental
restrictions and / or regulatory, war or threat of war, terrorism or threat of terrorism, disasters, civil unrest, rioting and / or strikes, restrictions, suspensions and /
or restrictions on public transport or any other emergency. Please note that speakers and topics were confirmed at the time of publishing, however, circumstances
beyond the control of the organizers may necessitate substitutions, alterations or cancellations of speakers and topics. If necessary, WBR/ IQPC reserves the right to
change or modify the speakers and / or topics announced. Any substitutions or alterations will be updated on our website as soon as possible.
“eTail Latin America is a great event where the latest trends in e-commerce
are addressed and the expectations of the most preeminent regional players.
Really recommendable”
ricArdo Alonso, ceo ecoMMerce, fAlABellA chile
SPONSORS:
Personalize Anytime, Anywhere
SM

10. Be part of eTail Latin America’s
exclusive Solutions Zone
eTail Latin America is the ideal meeting
point between solutions providers and leading
e-commerce companies from Latin America and
US.Thus, if your business is related to this Market,
eTail is a unique opportunity for you!
Our Solutions Zone is intended to present
technology and services that facilitate the day
to day activities for the e-tailer. The solutions
include: e-commerce technology platforms,
payment methods, currier and logistics,
warehousing, data management, online operation,
digital marketing and much more!
For more information on
our exclusive and limited
sponsorship and exhibition
opportunities, please contact
Fabricio: +55 11 3468 0093 or
fabricio.santos@wbresearch.com
“I’m excited for this event given the growing number of brands and retailers that are
anxious to understand eCommerce opportunities in Latin America. At eTail Latin America,
I’m looking forward to speaking with companies from different markets in the region to hear
more about how they’re building successful, sustainable eCommerce businesses. I’m also
eager to hear more about the digital technologies being deployed by retailers in Latin America
to meet shoppers’ rapidly changing expectations.“
ZiA Wigder, PrinciPAl AnAlyst, reseArch director, forrester reseArch us
Register now: Tel +55 (11) 3468-0100 Email etaillatinamerica@wbresearch.com Web www.etaillatinamerica.com 11

11. WBR Brazil
Av. Eng. Luis Carlos Berrini, 550 – 11º Andar – Cj. 51
Cep 04571-000 | São Paulo - SP | Brasil
May 9-11, 2012
Trump International Beach Resort
Miami, EUA
www.etaillatinamerica.com
Name ______________________________________________________________________________
Office ______________________________________________________________________________
Department _________________________________________________________________________
Register now calling +55 11 3468 0100,
E-Mail ______________________________________________________________________________ e-mail: etaillatinamerica@wbresearch.com
( ) Send me information about other related events
Company Name (Fantasy) ______________________________________________________________ online: www.etaillatinamerica.com
Sectors _____________________________________________________________________________
Company name ______________________________________________________________________
Branch of activity ___________________________________________________________________
CNPJ _______________________________________________________________________________
Payment must be made before the event and includes lunch, refreshments and detailed conference
State Registration ____________________________________________________________________ materials. If payment is not received until two weeks before the event, the same should be done on site,
Number of employees ( )1-99 ( )100-199 ( )200-499 ( )500-999 ( )1000-1999 ( )2000-4999 ( )5000 + using check or cash. Participants may be substituted at any time and at no extra cost. WBR/ IQPC does
Address ____________________________________________________________________________ not provide refunds for cancellations. For cancellations received seven (7) days before the event, you will
City _____________________________________ UF ____________CEP_________________________ receive 100% credit to be used at another WBR/ IQPC event for one year from the date of cancellation.
Phone (____)_____________________________________ Fax (____)__________________________ For cancellations received less than seven (7) days before the event, no credits. In the case of WBR/IQPC
Contact _____________________________________________________________________________ cancel the event, all payments will be converted into credits for future events from IQPC/ WBR.The credit
( ) Credit Cards Amex N°: ________________________ Validade: ____________________ will be available for up to one year from the date of cancellation. In the case of WBR/ IQPC postpone the
event, payments will be transferred to the new date. If you can not attend the event in this new date will
Visa N°: __________________________ Validade: ____________________
receive 100% credit to be used at another WBR/ IQPC event for one year from the date of cancellation.
Mastercard N°: ____________________ Validade: ____________________ There will be no refunds for cancellations or postponements. WBR/ IQPC is not responsible f or loss or
Diners N°: ________________________ Validade: ____________________ damage caused by the replacement, modification, date change, cancellation or postponement of an event.
( ) Billet Bank WBR/ IQPC will not take any responsibility if the event is changed, rescheduled, postponed or canceled
( ) Bank Transfer: Please inform our customer service due to force majeure not covered or any other event that makes their achievement imprudent, illegal,
Data for Billing / Shipping Invoice impracticable or impossible.These reasons include, but are not limited to: governmental restrictions and /
Name ______________________________________________________________________________ or regulatory, war or threat of war, terrorism or threat of terrorism, disasters, civil unrest, rioting and / or
strikes, restrictions, suspensions and / or restrictions on public transport or any other emergency. Please
Office ______________________________________________________________________________
note that speakers and topics were confirmed at the time of publishing, however, circumstances beyond
E-Mail ______________________________________________________________________________ the control of the organizers may necessitate substitutions, alterations or cancellations of speakers and
Telephone (____)_____________________________________ Fax (____)_______________________ topics. If necessary, WBR/ IQPC reserves the right to change or modify the speakers and / or topics
Adress _____________________________________________________________________________ announced. Any substitutions or alterations will be updated on our website as soon as possible.
May 9-11, 2012 Trump International Beach Resort Miami, United States
The only Latin American meeting exclusive
ETAIL LATIN AMERICA 2012
to the multichannel retail!
Join the leaders of Latin
American retail and US
e-commerce experts in an
opportunity to share best
practices, network and learn
about the latest market trends
SPONSORS:
Register now:
Tel: +55 (11) 3468-0100
Email: etaillatinamerica@wbresearch.com
Personalize Anytime, Anywhere
Web: www.etaillatinamerica.com
SM