Retail Technology Summit

09.25 – 10.10
Opening Keynote: Retail’s Reinvention – A view from the top: CEO Fireside
Accelerated Transformation Strategy from AI
How retail leaders are using AI to radically simplify operations, unlock margin, optimise decision making, and build future ready organisations.

Key topics
The new AI operating model for retail
Where efficiency gains will be strongest in 2027
Building internal capability and change readiness

10.10 – 10.40
Retail Insights Fireside Chat: The Rise of the ‘Adaptive Omnichannel’ Retailer
Why omnichannel is no longer “channels”, but a fluid, AI driven ecosystem.
How leading retailers are delivering real time personalisation, inventory transparency, and seamless cross journey experiences.

Key topics
What “adaptive commerce” means for CX
Real time personalisation at scale
Designing journeys around convenience, context, and loyalty

11.00 – 11.45
Expert Panel: Consumer Behaviour in 2027 – Loyalty, Trust & the Emotion Engineered Experience
New expectations, new behaviours: from AI assisted discovery to hyper convenience, ethical retail, and the demand for friction free returns.

Key topics
Data driven loyalty innovations
How AI is reshaping motivations and purchase triggers
Breaking the CX ceiling through emotional intelligence + digital intelligence

11.45 – 12.15
Retail Chat: The Future of D2C, Marketplaces & Platform Power
From TikTok Shop to retail media networks to instant-commerce partnerships—where is direct-to-consumer heading next?

Key topics
How D2C brands are using AI to sharpen acquisition and reduce CAC
When to choose marketplace vs. owned channels
New monetisation models emerging by 2027

12.15 – 12.45
Fireside Chat: The New CX Era with AI & Real Time Performance Insight
A modern view of “mystery shopping”: AI supported service measurement, coaching tools, and empowering staff to deliver standout service every time.

Key topics
Moving from reactive mystery shopping continuous insight
Engaging employees with real time coaching/ Closing the intention–delivery gap

13.45 – 14.10
Industry Spotlight: Lessons for Retail
What broader retail can learn from other sectors approach to digitisation, predictive service models, and AI?powered personalisation.

Key topics
Predictive service strategies
High value customer experience engineering
Efficiency models transferable to retail

14.10 – 15.00
Showcase Panel: Reinventing the Physical Store – AI, Automation & Experiential Retail 2.0
The store of 2027 is part fulfilment centre, part discovery hub, part personal advisor. Hear from retailers leading the store transformation journey.

Key topics
Robotics & automation in stores
Turning data into instore personalisation
Designing physical spaces for measurable ROI

15.15 – 15.45
Retail Fireside Chat: Retail Media – From Revenue Stream to Strategic Growth Engine
How to build a retail media strategy that genuinely drives incremental revenue, enhances CX, and creates value for partners and customers.

Key topics
What “mature” retail media looks like
Data partnerships and governance
Using AI to serve rather than spam customers

15.45 – 16.30
Innovation Panel: The 2027 Tech Landscape/ AI, Automation, Spatial Commerce & Beyond
A forward looking exploration of the technologies rewriting retail. From generative AI to autonomous customer service, spatial commerce to smart supply chains.

Key topics
What's hype vs. what’s investment worthy
Preparing your organisation for accelerated tech adoption
The role of leadership in transformation success