Date: 9 FEBRUARY 2021 - Digital Event
Start time: 10:00
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The 2021 Programme

09:45 - 09:50 Loading profile...	Chair's welcome and opening comments *Darren Williams, CEO, Scrubd & Managing Director, Williams Harding* Loading profile...
09.50 - 10.25 Loading profile... Loading profile... Loading profile...	Opening Fireside Chat: The Future of Retail - building the retail experience Our fireside chat with JML, Pets at Home and Linnworks will look at what the next steps are for retail post COVID-19 and how they can maintain the momentum to build on any progress made - this will be followed by a short Q&A with our panel of experts. Retail during the pandemic - how to prevent going back on progress being made Will the migration to online retail slow down or even reverse? What about changes to your omnichannel strategy going forward? What have we learnt going forward and how as retailers do we respond? Ken Daly, CEO, JML Group David Robinson, Chief Operating Officer - Retail, Pets at Home Callum Campbell, CEO, Linnworks Loading profile... Loading profile... Loading profile...
11.30 - 12.15 Loading profile... Loading profile... Loading profile... Loading profile... Loading profile...	Session No 1: Changes in consumer behaviour - how do omnichannel retailers respond? This session looks at how retailers are getting to grips with the rapid acceleration of online and implementing it quickly on response to consumer behaviour. Impact of Covid-19 on businesses - how organisations have adapted and lessons learnt Supporting omnichannel management in a changing environment How to enhance your omnichannel capabilities through rapid growth/investment - what are the cost and sustainability implications? The importance of customer service and why it matters Jo Causon, CEO, Institute of Customer Services Connie Nam, Founder & CEO, Astrid & Miyu Simon Irwin, Director EU General Retail, Credit Suisse Hilary Large, Brand & Trading Director, Forever Unique Richard Willis, RVP Solution Consulting - EMEA & APAC, Aptos Loading profile... Loading profile... Loading profile... Loading profile... Loading profile...
13.00 - 13.45 Loading profile... Loading profile... Loading profile... Loading profile...	Session No 2: The importance of leveraging data in omnichannel retail - delivering a genuinely personalised CX Building the next-generation shopping experience is not a function of how much money spent on marketing or how nice the shopping cart is - it is driven by how well retailers can manage their customer data. Data measurement - attribution and incrementality Joined up data and analysis - the key tools and techniques The importance of traffic data - insight about your shoppers' chosen journeys Keep data as your ally - why behavioural analytics is imperative to future success The development of personalisation in online retail Trevor Gordon, Global Director of Omni-Channel Retail, Sodexo (2017-2020) Christopher Bull, CTO, Stitched Anouk Brown, Head of Digital, AAMP Global (UK & Europe) Ian Scarr, Head of Sales UK, Klevu Loading profile... Loading profile... Loading profile... Loading profile...
14.30 - 15.15 Loading profile... Loading profile... Loading profile... Loading profile... Loading profile...	Session No 3: The importance of a connected journey - understanding your customer at every step With the shift to digital that has been fuelled by the pandemic, this session will examine how to identify the right channels for the business to interact with customers. Ensuring that the customer experience is consistent across all touchpoints and channels Eliminating silos to build seamless and integrated experiences - joining up the dots of online > offline & vice versa New digital / AI tools providing a better customer experience Graham Wilson, Head of Business Development, Sofology Sally Price, Digital Campaign Manager, Matalan Alberto Billato, Head of eCommerce & Digital, Vitec Imaging Solutions Kristina Smith, Founder & Director, Bird & Blend Tea Co. Anthony Drury, Managing Director ‑ UK, Zip Loading profile... Loading profile... Loading profile... Loading profile... Loading profile...
16.00 - 16.45 Loading profile... Loading profile... Loading profile... Loading profile...	Session No 4: Future leverage of brand awareness across all platforms This session will discuss the various approaches to meet the customer wherever and whenever, to ensure that retailers are ready to interact with their brand. Brand experience in an omnichannel landscape Brand challenges - managing full price vs off price across channels How do retailers respond to their market with authenticity? Who is the new digital shopper and how to build their trust? Using tech to build brand loyalty and customer engagement Bunty Stokes, Managing Director, Asquith London Claire Burrows, Founder, Air & Grace Neil Tunbridge, Co-Founder, Mellow.store Alan Porter, Director of Product Marketing, Nuxeo Loading profile... Loading profile... Loading profile... Loading profile...