Placing Customer Centricity at the Heart of your Commerce Strategies

THURSDAY APRIL 24TH - MAIN EVENT DAY

9:10AM

9:10am
PLENARY STAGE: PLACING CUSTOMER CENTRICITY AT THE HEART OF COMMERCE STRATEGIES

Welcome Address

FUTR GROUP

9:15AM

9:15AM - ALL STAGES
Future Consumer 2027

20 MINUTE KEYNOTE

Carla Buzasi, CEO, WSGN

9:35AM

9:35 - ALL STAGES
SPONSORED KEYNOTE

Available for Platinum Sponsor

9:55AM

9:55 - ALL STAGES
KEYNOTE

20 MINUTE KEYNOTE

10:15AM

10:15AM
Placing customer centricity at the heart of commerce

45 MINUTE PANEL

• How are brands and retailers tracking, segmenting and forecasting consumer behaviour?

• How to successfully place community building and customer centricity at the heart of your commercial strategy?

• How to turn your customer into brand ambassadors?

• What macro trends (like health and wellness) are shaping consumer preferences and what opportunities do they present for product development?

Maria Olvas de Crombag, Vice President, Client Engagement & Brand Experience, DE BEERS

Debbie Epstein, Marketing Director, THIS

MODERATOR: Claire Hennah, Beauty & Wellbeing Chief Customer Officer & Digital Commerce Officer, UNILEVER

11:00AM

11:00AM
NETWORKING BREAK & 121 MEETINGS

STAGE 1: CUSTOMER EXPERIENCE
#retail / #omnichannel / #ecommerce
STAGE 2: CUSTOMER CONNECTIONS
#branding / #content / #socialcommerce
STAGE 3: CUSTOMER INSIGHTS
#adtech / #martech / #customerjourney
STAGE 4:THE FUTR CONNECTIONS ROOM
#in-depth learning #workshops

Throughout the day, we’ll be hosting a series of in-depth workshops designed to get you thinking about topics in a more granular way. These will be hands on and interactive and you’ll have the chance to play out real scenarios from your business.

11:45 AM

11:45 AM
KEYNOTE

20 MIN KEYNOTE

Swagat Choudhury, Global Digital Commerce Director, MARS WRIGLEY

 

11:45 AM
KEYNOTE

20 MIN KEYNOTE

Mike Cadden, Chief Technology Officer, MARIE CURIE UK 

11:45 AM
KEYNOTE / FIRESIDE CHAT

20 MINUTE KEYNOTE

11:45 AM
WORKSHOP ONE: Engaging the emotions to create a connection with the consumer, and converting it into sales

• Benchmarking, going beyond ‘vanity metrics’

• Identify and understand what works and why and how to improve

Dan Best, SVP, DAIVID

12:05PM

12:05PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

RESERVED

12:05PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

RESERVED

12:05PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

RESERVED

12:05 PM
WORKSHOP ONE CONT'D: Engaging the emotions to create a connection with the consumer, and converting it into sales

Dan Best, SVP, DAIVID

12:25PM

12:25PM
Composable Tech Panel

45 MINUTE PANEL

12:25PM
Outstanding social commerce

• How to utilise social platforms on the consumer journey?

• What social commerce and live shopping platforms are available and how do they integrate with other tech within the business such as CRM, inventory management?

• What tools and technologies are available in the tech stack for making social commerce work?

Mila Hrisimova, Head of Social Media, LASTMINUTE.COM

45 MINUTE PANEL

12:25PM
Linking customer insights from first party data to successfully leverage retail media

 • What are the latest developments in the Retail Media Network landscape? Technological capabilities, tech stack integration, market players

• In a quickly expanding landscape of RMN providers, how can brands use retail media effectively?

• How to structure a successful retail media strategy and build data capabilities to prevent silos? • How does retail media integrate with other ad channels?

• What additional opportunities does the data generated by RMN offer brands and retailers beyond advertisement? i.e. benchmarking, deep customer insights.

• How can first data generated by customer retention strategies such as loyalty programs be linked up with retail media?

Jessica Cooke, Director of Media and Loyalty, STONEGATE GROUP

Paul Stafford, Head of Retail Media, SUPERDRUG

Elton Ollerhead, Director – ASOS Media Group, ASOS.COM

Paul Wright, Head of International, UBER ADVERTISING

45 MINUTE PANEL

12:25PM
WORKSHOP TWO: Visual Merchandising

40 MINUTE WORKSHOP

1:10PM

1:10PM
LUNCH, NETWORKING & 121 MEETINGS

2:15PM

2:15PM
Connecting the eCommerce business to the retail store

Andre Filomeno, SVP of Customer and Digital, FLYING TIGER COPENHAGEN

20 MINUTE KEYNOTE / FIRESIDE CHAT

2:15PM
KEYNOTE/FIRESIDE CHAT

Aaron Smedley, Chief Digital & Marketing Officer, LE CHAMEAU

20 MINUTE KEYNOTE / FIRESIDE CHAT

2:15PM
KEYNOTE/FIRESIDE CHAT

20 MINUTE KEYNOTE / FIRESIDE CHAT

2:15PM
WORKSHOP THREE: Using AI in Content Creation

40 MINUTE WORKSHOP

2:35PM

2:35PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

SPEAKER TBC, TINUITI

2:55PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

SPEAKER TBC, APPINIO

2:35PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

RESERVED

2:35PM
WORKSHOP THREE CONT'D: Using AI in Content Creation

40 MINUTE WORKSHOP

2:55PM

2:55PM
Creating hybridized retail experiences in store

How to use technologies such as AI to track and convert footfall into sales?

• Expanding your physical footprint: where to invest and how much?

• How to ensure global brand strategies are efficiently and consistently executed in store designs?

• How to create hybridized retail experiences?

• How to delight the customer through instore experiences?

• How to maximize customer spend from Sofa to Store? • Building instore experiences for the mobile first generation

Lycia Lobo, Commercial Director, ENGLISH HERITAGE

Grace Charge, Director of Brand Experience and Partnerships, Europe, WESTFIELD RISEUNIBAIL-RODAMCO

Rob Edwards, Head of Media & Digital, ARLA FOODS

45 MINUTE PANEL

MODERATOR: Ian Scott, Consultant, RETHINK RETAIL

 

2:55PM
Building purpose driven and inclusive brands and products

 • Understanding the power of incorporating purpose driven brand strategy

• Implementing brand accessibility and DEI across brand, product and retail strategy

• What will ESG look like in the future?

• Driving brand love/ affinity in light of rising inflation and decreasing purchasing power of consumers’ wallets

• Balancing brand building and long-term sales or performance marketing for short term

Irem Alp Mainwaring, Group Brand and Portfolio Director, INNOCENT DRINKS

Anna Valle, Co-Founder, SEEDS OF COLOUR

Charlotte Aytan (Ayoub), Director, TLC SPORT

45 MINUTE PANEL

2:55PM
Bringing customer centricity into UX and CX development

• How to do customer centricity within UX and CX development well?

• Understanding the eCommerce customer decision journey

• Using the data generated by customer service teams to improve customer experience, develop products and services and identify commercial opportunities for the business

• Personalisation of post puchase customer experience

Paul Wilkinson, Product Director – Grocery/Retail Partners and Hop, DELIVEROO

Sarah Curran, Founder & Chief Menopause Officer, JUST HOTTER

45 MINUTE PANEL

 

2:55PM
WORKSHOP FOUR: Mapping your Customer Journey

40 MINUTE WORKSHOP

3:40PM

3:40PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

3:40PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

3:40PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

3:40PM
WORKSHOP FIVE: Drop in Clinic - Solving eComm Challenges

40 MINUTE WORKSHOP

4:00PM

4:00PM
NETWORKING BREAK & 121 MEETINGS

4:30PM

4:30PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

4:30PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

4:30PM
SPONSORED PRESENTATION

20 MINUTE KEYNOTE

4:30PM
WORKSHOP SIX: Retail Media

40 MINUTE WORKSHOP

4:50PM

4:50PM
Thinking outside the box: innovative strategies for growth and retention

40 MINUTE PANEL

• How to engage with your customers online? What innovations and technologies are they looking for?

• Speed and convenience are winning over brand loyalty, how are brands and retailers adjusting their strategies? • What role can digital services play in enhancing consumer experience?

• How can brands and retailers create digital services to offer better and enhanced experiences to consumers?

• What are the key opportunities and challenges organisations face to offer not just products but services to their consumers?

Jean Michel Bruno Mendy, Managing Director Contract Sales & International Business, OFFICE DEPOT

MODERATOR: Marine Pajot, Strategy Director & CPG Practice Lead, MANIFESTO GROWTH

4:50PM
Recommerce Panel

40 MINUTE PANEL

• What circular business model (repair, rental, resale) offers the biggest commercial opportunity for brands?

• How can brands and retailers incrementally facilitate a shift to a more circular pattern in consumption without alienating consumers and losing revenue?

• What part can technology play in this?

• How to make it work commercially and operationally?

4:50PM
Managing multiple marketplaces & ecommerce platforms

• Creating customer journeys to keep up with online shopping habits and expectations from digital first generations

• How to create demand for your product on saturated marketplaces?

• How to manage inventories and fulfilment across different ecommerce platforms?

• How to create personalised and targeted marketing messages across different marketplaces?

40 MINUTE PANEL

Daniel Baker, Head Of Ecommerce, BLUE VANILLA CLOTHING

MODERATOR: Gregor Murray, Global VP – Strategy & Chief ’So-what?’ Officer, DIGITAL COMMERCE GLOBAL

4:50PM
WORKSHOP SIX CONT'D: Retail Media

40 MINUTE WORKSHOP

5:30PM

END OF DAY