Welcome to Customer Centric Retail 2027

February 11th 2027, Cavendish Conference Centre, London

Customer Centric Retail

Retail businesses are expereincing an unprecedented time of change. Runaway store/instore systems, rising security threats, fragmented data and uncertainty around real AI value are creating real pressure for retailers planning their customer strategy for 2027, 2028 and beyond.

TRB’s Customer Centric Conference 2027 brings together the ideas, tools and leadership insight retailers need to future proof their customer strategy. This year’s event focuses on the practical shifts every retailer must make to stay relevant: tightening operational efficiency, building loyalty in a value?sensitive market, using AI responsibly, and delivering simple, seamless experiences across all channels.

Retailers will hear from leaders tackling today’s biggest issues head on. Sessions will explore how to turn customer data into clear commercial outcomes, protect margin without diluting experience, and re-engineer store and digital journeys for a new era of customer expectation. You will gain direct insight into what matters most to customers in 2027/8, and how retailers can respond with speed, clarity and confidence.

The conference also provides a space for relaxed networking, connecting retailers with technology partners and customer experience specialists who can help them solve challenges collaboratively rather than in isolation.

If you are looking to strengthen your proposition, sharpen your customer strategy and prepare your business for the realities of 2027/28, this is the event to attend.

Meet the speakers from 2026

Peter Goggin

EMEA CTO & Global DTC Technology Director
Dr Martens

Will Lockie

Global Digital Director
NOBLE PANACEA

Stefan Kühn

CTO
Sporting Rock

Gracie Tullio

Co-Founder / Creative Director
PURESEOUL

Peter Williams

Non-Executive Director, SGS Retail UK; former Chairman
Mister Spex

Peter Cross

former Customer Experience Director, John Lewis Partnership; Author
Start with the Customer

Jo Causon

CEO
The Institute of Customer Service

Susannah Schofield OBE

Director General
Direct Selling Association

To see all speakers click here

Programme Highlights

09:30 – 09:45

Opening Remarks: The New Realities of Customer Centric Retail
A scene setting welcome outlining the pressures retailers are facing: escalating cloud costs, ageing store systems, rising security threats, data fragmentation and unclear AI ROI.

09:45 – 10:30

Keynote: Winning Customers in a Discount Driven Market
How retailers protect margin while still delivering meaningful customer experience, with specific insight into the cosmetics sector’s value led shift.

10:30 – 11:10

Panel: Turning Customer Data into Clear Commercial Outcomes
A practical look at how retailers can move beyond data collection to actionable personalisation, efficient targeting and measurable commercial uplift.

11:10 – 11:30

Coffee Break and Peer Discussion Pods
Open conversations on operational pain points retailers are struggling with most.

11:30 – 12:15

Panel: AI That Actually Works for Retail
Leaders share how to identify the right use cases, avoid unnecessary spend, address staff confidence, and deploy AI safely and responsibly.

12:15 – 13:00

Panel: Re Engineering the Store for 2027
How retailers can streamline instore tech, speed up service, reduce friction and improve conversion without major capital investment.

13:00 – 14:00

Networking Lunch
An opportunity to meet technology providers and customer experience specialists who can help solve challenges collaboratively.

14:00 – 14:40

Panel: Omnichannel Clarity in a Fragmented Landscape
How to deliver one joined up journey across digital, stores and fulfilment when systems, data and operations are stretched.

14:40 – 15:20

Case Study Spotlight: Customer Loyalty That Works in 2027
Real examples of how retailers are rebuilding loyalty despite economic pressure and reduced discretionary spend.

15:20 – 15:40

Refreshment Break

15:40 – 16:20

Panel: Cost, Efficiency and Experience – Getting the Balance Right
Explores how retailers can simplify operations, cut unnecessary technology spend and still elevate the customer journey.

16:20 – 16:45

Closing Keynote: What Customers Will Expect in 2027/28
Exclusive insights into shifting consumer behaviours, expectations and priorities, and how retailers can respond with agility and confidence.

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