The 2024 Programme

Registration

Chair’s welcome address

Darren Williams, Global Head of Leasing, Impress

Keynote Address: What it takes to be a successful omnichannel retailer – tips from the top

In our keynote address, you’ll hear from a leading retailer on what it means to be truly omnichannel and why an omnichannel approach and driving brand awareness in a competitive marketplace, can take your organisation to the next level and future-proof longevity.

Michael Truluck, Chairman, Joe Browns

Retail Showcase Panel: A digital roadmap to ensure future omnichannel success and brand growth

A lot can depend on how willing a brand is to digitally transform and if this is what sets omnichannel leaders apart from their competitors. With a special introduction from Kelly Whitwick, Head of Retail Market Insights, GfK - this session explores the strategies that retailers are embracing as part of their evolving digital transformation, as well as the ways in which they can drive efficiencies across their business, in order to future proof success.

• What are the digital experiences retailers need to guarantee long term growth
• Is a digital-first approach essential for omnichannel success?
• How to blend the positives of digitally native retail with the advantages of a store estate
• Will smart investment in technology become a key differentiator?
• Is digital the vital tool to tap into its customer’s needs?

Maria White, Global SEO Lead, Kurt Geiger
Alix Thompson-Burn, Head of Digital, Bird & Blend
Octavia Benham, Head of eCommerce, Dreams
Gregor Murray, former eCommerce Channel Development Director, Kellogg's
Mark Guest, Managing Director - Retail Sector, CONCENTRIX + Webhelp

Morning coffee and networking break

Retail Spotlight Panel: Harnessing the power of technology - how to leverage AI to work towards a seamless omnichannel journey

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.

• How to choose the right technology and get the most out of it
• How is AI solving the unsolved broken online shopping experience
• Driving cross-channel fulfilment and inventory optimisation
• Collaborating to deliver a connected omnichannel customer experience
• Designing a flexible, enhanced online experience that streamlines the customer journey
• Use of technology and conversational commerce
• Emerging technology to automate business - Web 3.0

James Coughlan, Sales Transformation Lead, Arco
Gareth Jones, Marketing Director, Mon Panier Latin
Gracia Amico, Chair, Closer Pets
Titus Trossel, Retail Business Development Advisor, Artisse AI, former Group Corporate Development Manager, Currys
Jackson Versitano, Regional Manager - UK, IRE & RoEMEA, Lightspeed Commerce

Retail Mega Panel: How omnichannel retail can deliver elevated CX through personalised service

A fundamental part of the transformation to be an omnichannel retailer is the requirement to create a single connected ecosystem - that gives a 360-degree shared view of every customer - boosting an organisation’s ability to drive higher levels of personalisation and loyalty. Our panel will share their insights on leveraging personalised interactions to build lasting relationships with their customers.

• Integrating customer experience into every interaction to win and retain market share
• Using data to personalise the CX
• Why customer-centricity is a key requirement to be a high-performing retailer
• Establishing integrated information and interaction channels at all points of customer contact
• How to better understand the behaviours of your shoppers - help boost customer lifetime value
• Consumer expectations in an omnichannel world
• Critical infrastructure - AI and personalisation

Nathaniel Wade, Co-Founder, Wakuda

Jo Causon, CEO, The Institute of Customer Service

Joanna Ward, Strategic Accounts Manager - Retail Segment EMEA, Vertiv

Mark Dunhill, former CEO, Stelar

Peter Scott, Board Advisor, Pure Pet Food

Hannah Wade, Business Development Consultant, exponential-e

Lunch and networking break

Retail Focus Panel: Omnichannel retail - opening more doors with online marketplaces

The digital marketplace is now an important part of omnichannel retail, as it provides an additional channel to market and sell retail products. This session will provide an overview of marketplace strategy with a focus on the challenges retailers are facing as they expand into this growing selling channel.

• The role of partnerships in eCommerce
• Online marketplaces - what are the best platforms for selling your products?
• Obtaining the right tools for the right market
• What are the priorities to make the right marketplace investment decisions
• International brand protection - precautions and considerations

Kimmo Jukuri, Global Head of External Products & Partners, H&M
Matthew Purt, Founder, Secret Sales
Emma Thackray, Co-Founder, Hip Pop
Barry Tong, Managing Director, Sol Retail
Neil Tunbridge, Head of Marketplaces, Viva.com

Retail Spotlight Panel: The secret to success with DTC and omnichannel retail - how the physical store can drive real value

The amalgamation of Direct-to-Consumer (DTC) and omnichannel provides brands and retailers with the opportunity to offer an holistic experience. However, DTC brands are still unsure how to best promote their brand and interact with customers besides the traditional online channels. More and more DTC brands are now running physical touchpoints, to raise awareness of their brand and to engage with customers and build relationships.

• Redefining the purpose of physical retail in today’s digital first world
• A space for customers to feel connected to your purpose and product
• The use of immersive experiential activations, to concept stores and pop-up installations
• Emphasis on the store - what it can really bring in terms of operational efficiency, customer engagement, and upselling?
• The power of physical retail and the importance of the physical retail experience in engaging shoppers

Greg Tufnell, Advisory Board, Cabin Zero; and Founder, Prime Advantage Capital Partners
Ed Duggan, Financial & Commercial Director, Fishpools
Tara Carlile-Swift, Founder & Managing Director, Freckleface Home Fragrance
Edward Osborne, Group Operations Director, Fox International Group
Gianfranco Cuzziol, Avon International CRM & Personalisation Lead, Natura &Co
Jack Sweeney, Founder & Chief Strategist, JDS

Afternoon coffee and networking break

Retail Perspectives Panel: The human element - supporting your employees to become truly omnichannel

People are the backbone of any organisation. Providing the best possible retail CX for customers involves bringing one of retails most valuable assets – their retail staff – fully onboard with their omnichannel vision and strategy. Never has it been more critical for retail to harmonise digitalisation and technology, with the collaboration and guidance of an organisation’s frontline teams.

• Supporting your employees to become truly high performing in an omnichannel business
• Optimising digital solutions while preserving the essential human connection that customers crave
• Empower retail staff and to allow them to share their knowledge with online shoppers

Neil Stapleton, Customer Experience & Change Management, Skipton Building Society

Paul Martin, Interim Director of Engineering, JD Sports

Alberto Billato, eCommerce Consultant; former Senior Director eCommerce, Videndum Media Solutions

Charlotte Rees-John, Head of Retail, Leisure & Hospitality Sector and Employment Partner, Irwin Mitchell

Retail Insight Fireside Chat: What do customers want in terms of sustainability and what are they buying?

With the increasing awareness of the importance of sustainability and the increasing use of technology and automation, retailers are increasingly implementing sustainable practices, such as using recycled materials, reducing packaging, and using energy-efficient technologies.

Maxim Gelmann, Chief Stroodle & Founder, Stroodles
Richard Saint, Head of eCommerce, Sue Ryder

Chair's closing summary