A part of the 360 eCommerce Chat program:

Ecommerce has boomed as a result of the coronavirus crisis and for many retailers 25% of buyers in recent months have been new customers. Now, with the holidays at hand, retailers are working hard to retain customers by encouraging account sign-ups, marketing their loyalty programs and offering coupons, refer-a-friend incentives and other promotions. During this conversation, a panel of retailers and ecommerce experts will discuss their strategies for retaining new customers today, how to mitigate fraud so marketing teams can do more promotions, and how they ensure retention initiatives don’t overly stress their supply chains, fulfillment operations and customer service teams.


Chuck Surack, CEO & Founder, Sweetwater

Sweetwater’s Founder and CEO Chuck Surack founded Sweetwater Sound as a 4-track recording studio in the back of his VW bus in 1979. Under his leadership, Sweetwater has experienced explosive growth and has become one of the most respected companies in the industry, as well as the number one online retailer of music instruments and pro-audio gear in the nation.

Chuck owns 10 businesses, including SweetCars, Sweet Aviation, Sweet Helicopters, and Longe Optical. He is a frequent speaker and mentor on issues from entrepreneurship to quality customer service and the pursuit of excellence.

Chuck is very involved in community service and has received numerous awards and medals including lifetime achievement awards and Doctorate’s of Humane Letters from Indiana University and the University of St. Francis.

Chuck is an active musician, playing saxophone and keyboards at about 70 gigs each year. He loves flying and can often be found at the helm of a helicopter. He and his wife, Lisa, have two sons and a daughter.

Esme Hovekamp, Director of Marketing and eCommerce, Jonathan Adler

Esme joined Jonathan Adler in 2016, managing the brand’s retail marketing. Over the past four years, Esme has expanded her leadership focus to include all of Jonathan Adler’s marketing and digital channels. Her key responsibilities include developing strategies to grow the brand’s digital footprint and expand their online business. Most recently, Esme developed  a new tech stack, providing an enhanced, more cohesive omni-channel experience for the DTC clientele.

Doug Ferreira, Director, Financial Operations, Delivery.com

Doug joined delivery.com’s customer experience team in 2005 and switched over to financial operations in 2007. Since then he has taken on responsibility for a variety of projects including billing systems, payments processing, corporate ordering and the implementation of a fraud management solution. In his current role as Director of Financial Operations, Doug manages the finance team, oversees the company’s FP&A process and works with various stakeholders including auditors, the IRS and investors. Prior to joining delivery.com he worked as a Senior Technical Support Analyst at Earthlink. Outside of work Doug recently completed a data analytics course at the Southern New Hampshire University and enjoys spending time with his family.

David Coates, Director, Customer Marketing, Forter

David joined Forter in June 2019 to lead the Customer Marketing team and is responsible for building programs to nurture relationships, amplify the customers’ voice in the market place and continue to expand the business.
Prior to joining Forter, David led the Customer Marketing team at Iron Mountain where he managed the Customer Advisory Board and other customer-related programs including industry conferences and roundtables. He has also held corporate communications roles at Dassault Systemes and worked at a high-tech PR agency serving companies like IBM, Philips and Toshiba.

David is the co-founder of CAMPBoston, a peer networking group for customer marketing professionals and is a frequent industry speaker at ITSMA, the CAB.org Conference and SiriusDecisions Summit.
Originally from the UK David now lives in Andover, MA and likes to hike, bike and cook (not necessarily at the same time or in that order!).

Don Davis, Editor at Large, Digital Commerce 360

As editor at large at Digital Commerce 360, Don Davis focuses on data-driven research in such areas as luxury and apparel ecommerce as well as B2B ecommerce. Until January 2018, he was editor in chief at Internet Retailer, responsible for the company’s editorial coverage of business-to-consumer and business-to-business ecommerce.

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