The Programme

Registration

Chair’s welcome address

Darren Sanderson-Williams, General Manager, Specsavers

Keynote Retail Address: Securing a different kind of relationship with consumers – why happy employees are key

In our keynote address, you’ll hear from a senior retail leaders on why creating the right conditions for your employees can help them not only reach their full potential but make your organisation truly customer centric, though the impact this can have.

Helen Connolly, Chief Executive Officer, New Look

Retail Showcase Panel: The role of tech and how it has changed in response to evolving consumer habits

• The way we now shop compared to the past
• The returns rate issue - tech to enhance the shopper’s experience
• GenAI-powered solutions that make engagement more personalised and efficient
• Digital transformation - use of tech and AI
• Simplicity of process - convenience, changing landscape, fulfilment centres

Peter Williams, Non-Executive Director, SGS Retail UK; former Chairman, Mister Spex
Stefan Kühn, CTO, Sporting Rock

Morning coffee and networking break

Retail Insights Panel: Strategies for retail revitalisation and growth

Retailers are turning to new and emerging technologies to create unique and memorable experiences for their customers, but one size doesn’t fit all. AI is not new to retail, getting it right to fit your business and maximising its benefits, is no easy feat. In this session, we hear from retail technology leaders, whose investments in AI have helped them identify and deploy new ways to improve frictionless commerce.

• Seamless omnichannel journey – dawn of the ‘unified’ experience
• Designing a flexible, enhanced online experience that streamlines the customer journey
• Creating efficiencies and seamless experiences from in-store to online - continually evolving your omnichannel offering

Economist from Lloyds Banking
Will Lockie, Global Digital Director, Noble Panacea

Retail Mega Panel: Loyalty and breaking the CX ceiling - a new equation of customer satisfaction

The role of CX as a driver of change in redefining brand loyalty and reducing customer acquisition costs is never more paramount, especially in an economic downturn. Our speakers share experiences with personalisation, as well as the benefits of building greater brand loyalty for both new and established brands.

• What is a true blueprint for loyalty and engagement success?
• Engaging consumers by building loyalty - the importance of a branded experience
• GenAI-assisted shopping - is it the ultimate hyper-personalised, gamified experience?
• How can retail marketers harness generative AI for customer success?
• Using insight data to drive customer loyalty

Scott Taylor, Executive Director of Marketing, American Golf
Andrea Nunn, Customer Experience Senior Manager, John Lewis

Lunch and networking break

Retail Mega Panel: Enhancing customer engagement - targeted marketing personalisation through automation vs traditional routes

With customers shopping in more locations than ever before, it is vital for brands to connect with customers in a personalised manner and create a consistent brand experience across all channels. Get greater insights into your customers’ needs and expectations with AI, stand out from the crowd and offer a personalised experience.

• Using AI for personalisation (UX) - top tips to nail it
• Personalising messages based on their interactions and previous purchases
• The benefits of hyper-personalisation in driving customer retention
• Utilising data in the right way to get to the right customer

Retail CX Guru Panel: Is your organisation customer centric – redefining your brand

The role of CX as a driver of change in redefining brand loyalty and reducing customer acquisition costs is never more paramount, especially in an economic downturn. Our speakers share experiences with personalisation, as well as the benefits of building greater brand loyalty for both new and established brands.

• Designing CX through eyes of the customer
• Why service matters
• How do you define customer service?
• The importance of creating a listening culture
• Why reliance on transactional data needs to be reassessed

Peter Cross, Author, Start with the Customer; former Customer Experience Director, John Lewis Partnership
Jo Causon, Chief Executive, Institute of Customer Service

Afternoon coffee and networking break

Retail Spotlight: Cyberfraud - mitigating the risk and cost within your business

Not understanding your current and future operations, strategy and culture and applying understanding of sector trends and risks, could potentially stop your business from meeting your objectives. This session will review the risks that could impact retail businesses - as well as identifying those areas for improvements in business resilience and recovery – along with risk retention and transfer, servicing efficiencies and cost reductions.

Retail Insight Fireside Chat: What’s the future for D2C and marketplaces – how to support customer personalisation

D2C retail has been key to the success of some of the most innovative and fast-growth brands of the last few years. But the origins of D2C go back a long way, setting the stage for many modern D2C models. This session will provide an overview of marketplace strategy with a focus on how retailers are operating and expanding in this channel.

• New markets and new partnerships
• What role does D2C play after the experience of the pandemic – is direct the way forward, and what does this look like in 2024?
• Transforming retail through personalised and online marketplaces - what can be learnt from some of the original pioneers of D2C?

Susannah Schofield OBE, Director General, Direct Selling Association

Chair's closing summary