The 2022 Programme

Darren Williams, Executive Chairman, Scrubd

• Preparing for Gen Z and Alpha
• How do we build physical and digital retail for the upcoming generations?
• No distinction between on and offline, or between what’s on or off the blockchain
• Immersive / disruptive technology and the metaverse - the future?

Kate Ancketill, Founder & CEO, GDR Creative Intelligence

• ‘The new normal ‘? Analysing the impact of the economic and social changes - how to deal with it?
• Why customer service matters - embedding a service culture
• No time to die - is it ever going to get any easier?!
• Immediate sales activation versus long term branding – what’s more important and can you do both?
• Hold your nerve - now’s not the time to cut marketing spend

Gracia Amico, Chair, Closer Pets
Ken Daly, CEO, JML
Callum Campbell, CEO Linnworks
Jo Causon, CEO, The Institute of Customer Service

• Aligning strategy and technology to improve online CX
• Moving from omnichannel to ‘phygital’ shopping experiences - roll-out of experience-led showrooms

Mark Dunhill, CEO, Stelar
Robert Kulawik, Chief Operating Officer, Everything5pounds.com
Claudiu Cioba, Founder & CEO, VideoWise

Retail Future Labs No 2: Digital retail marketing – connecting customers across channels

• Digital change in how retailers speak to customers across different channels
• UX strategy - ensuring consumers have more direct contact with your brand
• Use of personalisation tech - still the mainstay of eCommerce experience?
• Making video ‘shoppable’
• Using AI and machine learning to derive detailed customer insight

Laurina Kennedy, Digital Marketing Manager, Skinny Dip London
Shweta Pamula, European Category & Campaign Insights Manager, Samsung Electronics

Retail Future Labs No 3: The role of successful subscriptions in future retail

• Build a relationship over time that feels less like a transaction
• Building a loyal customer base

Ian McBeth, Head of Digital, Technology & Data, Craft Gin Club

• Digital retail is about more than eCommerce
• The importance of new store acquisitions, omnichannel and customer purpose
• Are stores ‘critical to success’ for digital to drive growth
• The use of tech in digitalisation and store experience for both employees and customers

Vishal Talreja, Property Director, Itsu
Trevor Gordon, Global Director - Customer Capability, Large Global CPG
Mei Chen, Head of Fashion & Luxury for UK, Spain and Northern Europe & Head of US Luxury, Alibaba Group
Moses Rashid, Founder & CEO, The Edit LDN

With a special introduction from Andrew Gough, Client Director, parcelLab unveiling exclusive findings from 100 retailers in the UK and how they handle digital returns vs what consumers are looking for.

• Consumer behaviour and the shift from traditional B&M
• Customer journey evolving, purchase channel shifting
• Balance of store vs online, shopping habits tracked via a data management system
• Unlocking the value of customer data

Shelagh Stoneham, Founder & CEO, Power WearHouse
Emily Laws, Head of Brand, Lucky Saint
Krisi Smith, Co-Founder & Creative Director, Bird & Blend Tea Co.
Jack Sweeney, Director, JDS Strategists
Andrew Hall, Chief Commercial Officer, Quantanite

• Driving the innovation to make it a ‘revolution' - why the past four industrial revolutions have all focussed around 'technology'
• Has retail's obsession with shiny new tech led to humans taking a back seat - are the platforms taking all the limelight?
• Human-centred transformation is here - how does this apply to an increasingly decentralised omnichannel world?

Graham Johnston, Retail & Distribution CEO, Donaldson Group

• The collapse of the old business and its impact
• What was the opportunity to create a digital business
• The challenges of setting up a travel business in covid
• What makes the new Thomas Cook stand out

Alan French, CEO, Thomas Cook

• Strategies to engage shareholders
• Commercial opportunities in the future - trends vs fads (metaverse), innovations, spotting new trends
• Transformation of a traditional retailer into a new era of retailing
• Building a culture of continuous improvement - how to build a great team

Russell Danks, Marketing & Strategy Director, Punch Pubs & Co
Janis Thomas, eCommerce & Marketing Director, Look Fabulous Forever
Dr Edda Blumenstein, Director of Customer & Retailing Transformation, BYKO
Harpreet Cheema, Head of Workplace Services, Sodexo
Maxim Gelmann, Founder, Stroodles

• How do you drive loyalty on apps, especially in the busy retail environment?
• In a world where now most businesses have an app, how do you get customers to keep your app and not hit delete?
• Retail and travel - the similarities, differences and learnings
• Creating CX principles and ecosystem using virtual and physical attributes
• The importance of a branded experience
• Engaging consumers by building loyalty - involving them in the creation of their own products

Peter Scott, Retail & eCommerce Advisor, Japan House London
Shetal Bhatt, Senior Director - Digital Customer, Sixt
Dirk Lubbers, Leisure & Hospitality Expert, Pilsner Urquell Experience
Andy Letting, Group Apps & Retention Lead, Kingfisher

• Understanding how marketplaces can be an actor of change within the field of sustainability
• Assessing ways to alter and innovate your marketing strategies to attract eco-focused younger consumers
• The adoption of marketplaces on brands - the impact on what it delivers for consumers
• How are consumers shopping on marketplaces in different retail sectors?

Neil Tunbridge, Co-Founder, Mellow.store
Graham Johnston, Retail & Distribution CEO, Donaldson Group
Thomas Vosper, Founder & CEO, Aisle 3
Leanne Oddy, Wholesale & 3rd Party Commercial Manager, Ann Summers
Marc Palmer, Brand Director, Auto Trader

• How do you see the role of store changing in an online retail obsessed industry?
• Sustainability
• Changes to the High Street and businesses readjusting
• Retail spaces to inspire our customers, both now and for the future
• Does a physical shop actually need to sell?

Robert Kulawik, Chief Operating Officer, Everything5pounds.com
Rowland Gee, Chairman of The Board, Cell Workout Athleisure

• How to build a positive colleague experience AND meet your targets
• Adapting with agility to constantly evolving economic and social challenges
• Aligning the needs of your customers, business and colleagues
• Fostering a culture of trust, transparency and inclusion

Neil Pickering, Industry & Content Marketing Manager, UKG

• Consumer behaviour in times of recession
• Learnings from past recession experiences
• Current retail examples from grocery and clothing

Andrew Mann, Marketing & Retail Insight Expert
Julian Burnett, Executive Digital & Tech Leader, former CIO, House of Fraser
Rob George, Customer & Digital Director, McColl’s

• The collapse of the old business and its impact
• What was the opportunity to create a digital business
• The challenges of setting up a travel business in covid
• What makes the new Thomas Cook stand out

Alan French, CEO, Thomas Cook

Elizabeth Cowper

Would you like your message to be clearer? Would you like to speak with more confidence? Do you want to really be heard? Then join us at this session to discover:

• How to address a negative mindset
• Overcome the blocks and challenges behind any sense of fear
• How to find your authentic voice to enable you to speak with passion
• Learn how enjoy telling your story; confidently, clearly and inspirationally

• Understand what limiting beliefs are and how they hold us back
• Learn how to identify which limiting beliefs could be holding you back from achieving your full potential right now
• Learn the simple steps you can master to reframe your limiting beliefs and support your teams to do the same
• Embrace a growth mindset vs a fixed mindset and how you can shift yours to serve you rather than hinder you
• Rewrite your story to make positive change for you personally and / or professionally

• Practical steps to better manage energy and increase joy
• Understanding of holistic wellbeing and how it relates to overall performance - mental, emotional, physical and spiritual
• How to build more self-awareness and be able to self-regulate despite increased stress and overwhelm.….finding calm despite the chaos
• Practical techniques to relax the nervous system and be better able to tune out from work and rest
• Building better boundaries so that self-care becomes easier
• If your body were to give you a score, what would it be? You will find out through the WELLculator™, an insightful lifestyle assessment that looks at various dimensions of wellbeing such as eating on-the-run, hydration, strategic movement, mindfulness, how to ensure a good night’s rest and stress regulation techniques
• PERSONAL ACTION PLAN: Live by design not default - personal pledge exercise at the end of the session which gives each participant at least one immediate action that they can take

• The collapse of the old business and its impact
• What was the opportunity to create a digital business
• The challenges of setting up a travel business in covid
• What makes the new Thomas Cook stand out

Alan French, CEO, Thomas Cook