The 2020 Programme

• Having a good strategy and sticking to it, executing it well - know your customers
• Retail is dead? Boring retail is!
• Think customer needs, not selling stuff - creating a great instore experience
• Know your customer better than your competitor knows your customer
• Be brave, be fast, be bold - fail quickly, double down on winners

Peter Pritchard, Group CEO, Pets at Home

• Why do online retailers still use TV adverting to build trust in their brand?
• How is shareholder value the primary driver for retail?
• Will there be an Amazon 'backlash'?
• Is 'dataism' the new retail religion?

Ken Daly, CEO, JML

• Revitalising the customer proposition to ensure brand dividend
• Moving from the high street to being an aspirational brand - making it relevant to a global audience
• Opportunities for retail - transforming scale of business, catering to a wider audience
• Building emotional attachment

Mark Dunhill, former CEO, Whittard of Chelsea

• The different factors that affect personalisation
• The development of personalisation in online fashion retail
• The five ways we are using AI at Zalando
• Algorithmic Fashion Companion (AFC) - sizing; homepage
• Personalisation - mobile; big data

Melissa Weston, Marketing Lead - UK & Ireland, Zalando SE

• Meeting customers' demands with full system integration
• The use of RFID - could cashless / cardless checkouts genuinely change the customer experience for the better?
• Using VR to deliver what customers will buy
• Walk in, walk out technology
• Start-up perspective

Chris Brooks, Managing Director, Oneiota
Ian McBeth, Interim Director of Technology, Josh Wood Colour
James Coughlan, Digital Director, Van Monster

• Growing digital growth revenue across all brands
• Improving your digital channels
• What solutions can help with becoming an agile digital organisation with the customer centric approach?
• Digital transformation projects and system implementations - reduce the risk of failure and delay

Brendan Abbott, Head of Retail, Travel & Leisure, Experian 
James Miller, Head of Analytics & Insight, Intu
Antony Eden, Head of eCommerce, Studio
Will Verrill, Co-Founder, Stitched
Kerry Murphy, Founder, The Fabricant
Harpreet Cheema, Head of Digital, Sodexo

• Sensing the need to change
• Seizing the right opportunities
• Transforming the organisation
• Steps and specific activities
• Research findings and practical case study examples

Edda Blumenstein, Doctoral Researcher and Omnichannel Strategy Advisor, Leeds University Business School

2. Data-driven omnichannel marketing

• Omnichannel retail market snapshot and trends
• Best practices to create a seamless online to offline experience
• Case study examples of retailers doing this well

Sarah Ahmad, Industry Manager, Google

• The changing retail landscape - the 'evolution of the high street'
• The importance of online/offline experience for today's consumer
• Why China is an example to the rest of the world in using technology to connect consumer and merchants globally
• Using customer data to inform products, services and ecosystems
• What will drive future sales and profits?
• Digitising and democratising global trade

Jack Peters, Business Development Director, Alibaba Group

2. Bluebella.com - using an eCommerce platform effectively to export both globally and locally
The key to achieving this is, is a combination of different approaches depending on the type of brand. Our second speaker will look at options for merchants who are launching into new markets - multi-currency feature, multicurrency Apps, or deploying separate stores.

Eva Pascoe, Non-Executive Director, Bluebella

• Customers have diverse attitudes towards use of personal data and channel experiences with organisations
• Customers' channel preferences are influenced by context and the purpose of contact
• Few organisations deliver a fully integrated channel experience but most are working towards it

Jo Causon, CEO, Institute of Customer Service