PRESENTATION

Pandora began its journey in 1982 as a family-run jewellery shop. Fast forward to today, it is the world’s largest jewellery brand that employs 26,000 people with products sold through 7000 points of sale and 16 online stores. Enter the Pandora Digital Hub; you will meet a dedicated group of digital experts who focus on boosting Pandora’s digital presence, omnichannel expertise, and data use. Join Jim Cruickshank, Pandora’s VP, Digital Development & Retail Tech, as he reveals the cogs behind Pandora’s technology and creative hub wheels bringing success.

Pandora, Jim Cruickshank, Vice President of Digital Development & Retail Technology

PRESENTATION

To deliver on its purpose of building A Better Tomorrow™, BAT is transforming from a traditional tobacco business operating in a long-established industry, into a multi-category consumer goods company driven by technology and science. BAT is on a journey to transform its portfolio, reducing the health impact of its business and using purposeful new forms of marketing to connect with adult tobacco, or nicotine consumers. As Global Vapour Category Director and Group Head of New Channels for New Categories, Elly Criticou will showcase how BAT is utilising New Channel capabilities that take a truly consumer-centric view to drive growth via direct to consumer omni-channel strategies in the innovative vaping category.

BAT, Elly Criticou, Global Category Director, Vapour & Group Head of New Channels, New Categories – BAT

PRESENTATION

Minimizing cost per acquisition and maximising lifetime value are the goals of every retailer, but not all customers are good customers. Returns fraud is on the rise – from minor policy abuse, to large scale, automated attacks. The result is a serious impact on margins, making it harder for merchants to provide free and flexible delivery to good customers. What are the average return rates for each product category? How should merchants measure the cost of returns? What methodologies are policy abusers and fraudsters using – and is there anything that retailers can do to prevent it, without reducing service to good customers?

FORTER, Ariel Shoham, Director of Product Management

PRESENTATION

Join beauty brand Sonya Dakar, Omnisend & Gorgias to learn how to maximize customer LTV with personalized marketing campaigns, customer journeys, and customer service best practices. Go beyond the basic campaigns and learn how to map your customer journeys and create flows that create more purchases from your audience. Learn flows that are personalized and flexible that segments your audience and improves your LTV & retention.

OMNISEND, Jon Knott, Senior Partner Manager

GORGIAS, Louis Lavedan, Partner Manager EMEA

EFFIGY AGENCY, Jason Wagg, Founder/Owner

PANEL

Lightning pivots to meet customers where and how they want to shop has been critical over the last year and it has raised the bar in terms of O2O demands. So how can you plan to get ahead? Exploring the latest & greatest in digital retail stores to the QR codes & loyalty schemes that are making a comeback.

Bravissimo, Julie Austin, Marketing & Digital Director

Gail’s Bakery , Romy Miller , Marketing & Commercial Director

Lego, Katharina Sutch, LEGO Group Director Shopper & Omnichannel Activation

Moderated By:
KINDRED PR, Tina Mulqueen, CEO, Kindred PR Contributor, Entrepreneur

PANEL

Mobile commerce has been on the rise for a number of years, and recently has seen shopping options & instant payments now feature on the most popular social apps. Though putting together a successful social strategy is no small task in a crowded marketplace which almost anyone can enter. From managing influencers & content that connects to shopping on live feeds, FUTR presents an A-Z discussion for mobile commerce success!

Herbalife Nutrition James Sutton, Senior Digital Content & Campaigns Manager – EMEA

Oxfam GB, Flora Noble, Digital Influencer Manager

HAIRFLAIR, Nicolina Simoes, Social Media & Global Community Manager

CROUD, Danielle Carter, Senior Social Advertising Manager

Moderated By:
GALAXY OF OM, Oisin Lunny, Podcast Host & Co-Founder

PRESENTATION

To be successful in the digital era, where brand loyalty is at an all time low, customer experience management is vital. With 50 million customers worldwide, Zurich knows a thing or two about its userbase, but does it think customer experience is more important than brand? Join Head of Customer & Innovation Management Monika Schulze at Zurich to find out & why!

Zurich, Monika Schulze, Head of Customer & Innovation Management

PRESENTATION

2020 had a profound impact on the things people do online. Groceries, family quiz nights, medical appointments, and car buying all saw huge leaps in digital activity – a recent McKinsey study puts the rate of change in the digitisation of products and services at 7 years progress in 7 months. And we’ve seen shifts reflecting the same across a variety of metrics at Auto Trader. But the big question is how this change in online behaviour will affect car buying and whether we’ll see a lasting impact in how people research and buy cars. Join Insights Director Nick King at Auto Trader as he looks at how attitudes to buying online are changing, the car buying jobs people are doing online and those they want to do but can’t, and how they can help accelerate digitalisation. Machine learning and AI will help but there remains a need, in this industry for a seamless inclusive omni-channel approach.

AUTO TRADER, Nick King, Insight Director

PRESENTATION

How we are shifting from (just) measuring customer satisfaction to measuring customer sentiment? How measuring customer satisfaction has evolved? Importance of customer satisfaction and balancing it with understanding your customers in other ways. Utilising customer feedback effectively – making it central to what you do.

FEEFO, Keith Povey, Director of Marketing

PRESENTATION

Hear from Ganesh Subramanian, Product Marketing Director at Snowflake on how Urban Outfitters overcame the challenge of using a legacy tech stack and siloed data using Snowflake’s platform. Ganesh will explain the benefits of the Data Marketplace and the business benefits of the Data Cloud.

SNOWFLAKE, Ganesh Subramanian, Product Marketing Director

URBAN OUTFITTERS, Paul Reigel, IT Director Enterprise Reporting and Marketing Systems

PANEL

As digital and technology evolve so does the customer journey. By connecting touch points both online and off it helps to recognize how to build scale but how can you deliver the same, if not better, customer experience during unprecedented periods of difficulty? For example what did we learn from Covid-19 to ensure that your brand can remain customer-centric at all times & measure performance?

L’Oréal UKI, Anjelica Shirrefs, Senior Shopper Insights Manager

Volkswagen Group Sverige AB, Carina Ahlberg, Head of Customer Experience

Electrolux, Madeleine Melin, Head of E-retail & Channel Optimization Marketing Europe

Hammerson, Kathryn Malloch, Head of Customer Experience

Moderated By:
KINDRED PR, Tina Mulqueen, CEO, Kindred PR Contributor, Entrepreneur

PANEL

What use is data and insights, without working closely to creative to make the most of it? Discover who your customer is and merge trend spotting with the products or services they need. Not forgetting the important data of online & offline shoppers to make full use of its CRM capacity across your organisation. Data is king and analytics is queen, but managing the two is the joker in the pack.

Moneysupermarket Group, Harvinder Atwal, Chief Data Science Officer

PIZZA HUT DIGITAL VENTURES, Tristan Burns, Analytics Lead

SNOWFLAKE, Jennifer Belissent, Principal Data Strategist

A FORTUNE 500 COMPANY, Souveek Ray, Experienced Data & Analytics Professional

Moderated By:
Automated Creative, Tom Ollerton, Founder & Podcast Host

PRESENTATION

Growth and innovation remains a messy, complex and vital aspect of business especially through periods of uncertainty. Therefore, TATA & Hult Business School have been working together to build an understanding as well as practical steps that other firms can use. Join Liliana & Daniel as they share these insights for creating efficiencies and optimizing core portfolios, designing of resilient and transition strategies and establishing anti-fragility into future value opportunities.

Tata Global Beverages, Liliana Caimacan, Head of Innovations at Tata Consumer Products

Hult International Business School, Prof Daniel Rukare, Professor of Practice on Innovation and Entrepreneurship

FIRESIDE CHAT

As industries begin to reopen in various parts of Europe, Beauty Pie’s CMO Rob Weston talks about the resilience that the D2C model has showed during the pandemic. He will discuss the heightened importance around areas such as loyalty, building a community and working with influencers to keep top of mind with consumers. Expect lots of disrupter marketing tips around innovation goals, personalisation and digital storytelling.

Beauty Pie, Rob Weston, Chief Marketing Officer

Moderated By:
KINDRED PR, Tina Mulqueen, CEO, Kindred PR Contributor, Entrepreneur

PRESENTATION

Today’s consumer is more connected online than ever – accelerated by the pandemic. With more channels, formats and placements available for marketers to capture attention – how do you keep-up with the growing demands on creative production and distribution? Join Laura Byrne, retail lead at Spirable, a creative performance and automation technology, as she uncovers the advantages of data-driven creative and how it can be used to automate and scale the most relevant, reactive and beautiful creative across-channels, in the most efficient and cost effective way.

SPIRABLE, Laura Byrne, Retail Lead / Sales Manager

The removal of third-party cookies is imminent and as marketers, we’re all aware of the fact. But do you have a plan in place to ensure your marketing isn’t affected by the new post-cookie world? Join QueryClick CEO, Chris Liversidge, as he discusses: • How the removal of third-party cookies will impact retail advertising • How to use first-party data to make better marketing decisions • Why using first-party data will help you stand out from the competition • How to target audiences and acquire customers without the use of cookies

QUERYCLICK, Chris Liversidge, Founder & CEO

PANEL

For physical retailers the last year has been a whirlwind. Those without a solid e-commerce presence have either had to sink or swim, & to swim has meant transforming much online. A conversation from both sides of the fence from pure plays to physical retailers to see what lessons they can teach.

Lala Berlin GmbH, Livia Lee, Chief Executive Officer

Bluebella, Emily Bendell, Chief Executive Officer

Kurt Geiger, Gareth Rees-John, Chief Digital Officer

STREAMOID, Callum Bramley, European Representative

Moderated By:
FIENA MEMBERS CLUB, Olivia Igwe, Founding Member

PANEL

In a very short period of time, the life of a startup can either make it or break. Those digital native D2C brands have some cost advantages over their more physical counterparts but in both cases, they typically need one another. From financing to launch and partnerships to acquisitions, this case study driven session dives into the lessons learned from SME’s who have taken big strides in 2020 & 2021 to reach new growth heights when at times the odds were stacked against them.

Beavertown Brewery, Tom Rainsford, Marketing Director

Everpress, Farah Cohen , Chief Operations Officer

BETTER NATURE, Christopher Kong, Co-Founder and Head of Business Development

WELL & TRULY, Sara Trechman, Co-Founder

Moderated By:
YOUNG FOODIES, Theadora Alexander, Co-Founder

PRESENTATION

With over 30,000 employees and assets in excess of $35 billion, Chubb needs little introduction as the world’s largest publicly traded property and casualty insurer. Chief Digital Officer, Sean Ringsted, joins FUTR to assess how he sees the changing ecosystem of the retail industry, the growing trend of network integrations and best practices around partnering. In particular, he will deepdive into a case study where Chubb Studio have partnered with Brazil’s Nubank – South Americas largest fintech with 34+million customers – to help them enter the insurance market with some mind blowing results & revenue in just under 3 months!

Chubb, Sean Ringsted, Chief Digital Officer

PRESENTATION

Paul Sims has been at the forefront of managing a rapid rise in customer demand for Halfords products over the last year. As the CTO, his job of getting technology up to scratch to bridge the gap between digital demand and physical experiences was critical when they remained open. The here and now however is not all that technologist look at, its to the future even at these times you need to plan for. Paul dives into the changing model & innovations Halfords are implementing from the convenience of click and collect to managing transactions (in the car park!).

Halfords Group plc, Paul Sims, Chief Technology Officer

PRESENTATION

To remain competitive, retail organizations are rapidly accelerating their deployment of digital measures. In their race to enable innovation and market response, retail organizations are trusting Platform.sh to help them build, manage, and scale their websites and web applications.

PLATFORM.SH, Raphael Tinot, VP – EMEA

FIRESIDE CHAT

If you are not learning from your customers, then how are you developing a customer-driven business and being certain that you are making the right decisions? Join this fireside chat to learn how Hello Fresh integrates the voice of the customer at scale to build products with the customer at the center of it all.

USERTESTING, Amy Kelly, Director of EMEA Marketing

HELLOFRESH, James Villacci, Head of Global UX Research

PANEL

The continued rise of marketplaces & recommerce seems to have no limits, especially with consumer preferences changing over this last year. Companies have had to navigate the rise of online shoppers to enable their platforms to grow & deliver with many changes along the way. From cross border customers to keeping them satisfied with delivery times and innovations in platform display to multi-payment options, FUTR dives headfirst into the world of re-commerce and marketplaces.

Love Home Swap, Chris Watson, Technology & Marketing Director

STOCKX, Olivier Van Calster, Vice-President for International & General Manager for Europe

FORTER, Aaron Begner, GM EMEA

Moderated By:
BBC WORLD SERVICE, Leisha Santorelli, World Editor & Team Manager

PANEL

Moving with the times is an old age saying but one that is as relevant today as it has ever been. Companies who stand still or miss manage assets, risk loosing market share to more nimble competitors or even worse collapse, like the recent Arcadia Group example. So if you not only want to survive but accelerate your business forward, it takes both technology & innovation to help you get ahead. A discussion amongst the brightest minds to look at how tech, platforms & innovation drives commerce success.

WÄRTSILÄ , Jaime Lopez, General Manager, Marketing Operations

DEPOP, Remo Gettini, Chief Technology and Data Officer

ADIMO, Richard Kelly, Founder & CEO

MARS PETCARE, Amitabh Apte, Digital Technology Director | Pet Nutrition ANZ, Europe & Russia

Moderated By:
ArabNet, Omar Christidis, Chief Executive Officer & Founder