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The 2021 Programme


09:30
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Introduction and opening comments  Darren Williams, Executive Chairman, Scrubd
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09:35-10:15
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Fireside Opening Chat:  Winning in the new consumer landscape - adapting to changes in behaviour
  • Is online shopping here to stay or are consumers craving the in-store experience?
  • The continuous balance between transactional and human service
  • How to respond to market with authenticity moving forward
  • What is considered successful customer engagement  - the future impact of digital on retail experiences?
  • Evolving expectations of the digitally connected and informed consumer
  • The importance of online reputation to attract and convert new customers
Jo Causon, CEO, The Institute of Customer Service
Alice Hawcroft, Group Client Director eCommerce - Argos, Nectar360: Part of the Sainsburys Group

Ben Stirling, Managing Director, Webloyalty
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11:00-12:00
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Webinar No 1: Customer engagement - how to thrive in the 'always-on' digital customer era With more channels than ever, and millions of customer interactions, how do retailers ensure prompt, authentic and premium customer engagement with limited resources? This session will discuss best practice advice and lessons learned on how humans and technology can work hand-in-hand to meet and ultimately exceed rising customer expectations.
  • The power of self-service - are 'dumb' bots a good idea?
  • Solutions to bridge the engagement capacity gap
  • The difference between finite resources and the explosion of customer interactions
  • Utilising  new  technologies and approaches to  engage new  and retaining existing customers
  • How can technology be used to help revive sales in a challenged market?
Andrew Mann, Managing Partner, North Bailey & former Head of Insight and Loyalty, M&S (2018-2019)
Anouk Brown, Head of Digital & Marketing, AAMP Global (UK & Europe)
Desi Reuben-Sealey, Senior UX Manager, Victorinox

Farrukh Iftikhar, Sales Director - Intelligent Self-Service EMEA, Verint Systems
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13:00-14:00
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Webinar No 2: Customer loyalty - how to improve retention with personalisation and digital experiences Personalisation is a powerful tool in the world of retail eCommerce, it develops trust with existing  and new customers that can be the differentiator between 'visit' or 'interest' and closing the transaction. In this session, learn how to increase loyalty through winning digital customer experiences to deliver personalised, joined-up customer journeys across multiple channels to fuel conversions and loyalty.
  • How to drive value and loyalty - what services should you prioritise?
  • The importance of mobile messaging to drive action in the digital age
  • How to win customer loyalty through feedback and action
  • How your brand can leverage personalisation and loyalty for increased engagement
  • What metrics can you use for measuring that  engagement and loyalty?
Sarah Hrywnak, Head of Marketing & eCommerce, Astrid & Miyu
Richard De Villa, Head of Marketing UK & Europe, Malaysia Airlines
Mark Choueke, Marketing Director, Mention Me
Jocelyn Toonders, Head of Partnerships, Mention Me
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14:30-15:30
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Webinar No 3: How a customer-first mindset drives long term omnichannel retail success Building a complete, consistent, holistic view improves your customer experience - this session will give greater insight on the secret to happier customers.
  • Learn how to turn your retail customers into brand advocates
  • Improving CX at critical points in-store
  • Engaging employees in the CX experience: happy staff = happy customers
  • How a push of a button ensures customer retention
  • Giving a voice to your customers across all touchpoints
  • Ensuring a frictionless omnichannel customer experience
Steve Webster, eCommerce Director, eXtra
Clare Naunton, Programme Director - Customer & Stakeholder Experience, National Grid
Susan Connolly, Sales & Marketing Director, Connolly SPAR
Michele Aarons, Customer Success Manager, HappyOrNot
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16:00-16:45
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Webinar No 4: Customer journey management - embracing digital transformation for a unified view of the customer 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.
  • Converting customers through engaging content - create a frictionless digital journey
  • Making customer experiences relevant throughout an omnichannel customer journey
  • Enhancing customer experience through improved journey mapping, design and optimisation
  • The rise of digital connections to humanise the online experience
  • Ensuring you capture all customer touchpoints across digital platforms
  • The use of UX in customer journey management
Matthew Lawson, Chief Digital Officer, Ribble Cycles
Alex Mead, Chief Customer Experience Officer, retail digital start-up

Shetal Bhatt,
former Group Head Of Digital & CRM Marketing, Alshaya Group

Andy Stockwell, Chief Commercial Officer, RedEye
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Venue & Contact


VENUE
Digital Event

EVENT DATE
June 17 2021

START TIME
09:30

CONTACT
For retail speaker opportunities:

Claire Knott
E: claire.knott@theretailbulletin.com
T: 01276 489626

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385
E: karen.howard@theretailbulletin.com

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