The 2023 Programme

Moderator’s introduction and opening comments

Darren Williams, Global Head of Leasing, Impress

Session One: Achieving a seamless omnichannel customer journey through digital transformation - part 1

More than ever retailers are focused on their digital transformation and creating a single view of its customers across all channels, all with the aim of improving customer engagement. This session discusses why delivering a brilliant digital customer experience throughout an omnichannel customer journey is more important than ever in today’s competitive retail environment.

• Customer journey management - embracing digital transformation for a unified view of the customer
• How existing technologies can be expanded to improve CX and engage consumers across the retail journey
• Engaging customers through creating a frictionless digital journey
• How to digitally capture all customer touchpoints across all platforms
• Digital transformation for DTC and FMCG brands

Jackson Versitano, Regional Manager Retail UK & RoEMEA, Lightspeed Commerce

Trevor Gordon, Global Transformation Director - Customer, Diageo

Ed Duggan, Financial & Commercial Director, Fishpools

Anouk de Lange, eCommerce Manager & eBusiness Specialist, JDE Coffee

Session Two: Why a digital first eCommerce strategy will enable retail to meet evolving customer demand

Digital transformation brings together a retailers’ online, data and digital capabilities - remodelling their internal and external processes to keep up and enable trading at a faster pace, with range and availability, adapted to the online model.

• Aligning strategy and technology to improve online retail
• The need to transform the technology behind your eCommerce platform
• The ability to be agile whatever the company size - why digital is critical to future customer success
• Adapting a digital strategy around payment data and its role in meeting customer expectations
• Refining your digital data to better serve your customers online

Frédéric Frizzarin, Head of Pre-Sales - Merchant Services, Worldline

Rob Savin, Marketing Director, Alpkit

Gracia Amico, Chair, Closer Pets

Michael Jervis, Head of Digital, MattressOnline

Session Three: Achieving a seamless omnichannel customer journey through digital transformation - part 2

More than ever retailers are focused on their digital transformation and creating a single view of its customers across all channels, all with the aim of improving customer engagement. This session discusses why delivering a brilliant digital customer experience throughout an omnichannel customer journey is more important than ever in today’s competitive retail environment.

• Customer journey management - embracing digital transformation for a unified view of the customer
• How existing technologies can be expanded to improve CX and engage consumers across the retail journey
• Engaging customers through creating a frictionless digital journey
• How to digitally capture all customer touchpoints across all platforms
• Leveraging AI to work towards a seamless omnichannel journey
• Implementing digital logistical delivery and returns

Kaylie Mitten, Senior Digital Product Manager, FatFace
Emma Siveyer, Head of Digital & Experience, Three UK
Chris Delahunty, Head of Digital Marketing, 3rd Rock
Dr Edda Blumenstein, Founder, beOmni Consulting