08.30 BST
09.25 BST
Natalie Nasr, General Manager & Head of Partnerships, FUTR GROUP
09.30 BST
Loyalty is earned, not given. Next-gen consumers & engagement. Mobile first, environment conscious & covid wary.
Loyalty is earned, not given. This is especially true with younger consumers who like to establish connection and relatability with a brand or product. Who are especially more cautious since covid and environmentally concious. Delivering personalised customer experiences and leveraging CRM tools to best depict first party data can be key to acquiring these new customers and keeping those active, retained. As a marketeer, working with content creators is another sure fire way to keep customers coming back for more. However with their rising fees, how sustainable is this decision and what is the right balance? What is a true blueprint for loyalty & engagement success? Join to find out!
20 MINS FIRESIDE CHAT
Charlotte Langley, Chief Customer Officer, BLOOM & WILD
Stana Pijnovic, Chief Architect & Global Creative Director – Brand Experience, Store Design & Visual Merchandising, LA PRAIRIE GROUP
Sacha Zackariya, CEO, CHANGEGROUP
MODERATOR
Desi Reuben-Sealey, Senior Manager UX, VICTORINOX
09.50 BST
The future of shopping & omnichannel retail
20 MINS PRESENTATION
Jen Drabble, Director of Customer Experience, BARCLAYCARD PAYMENTS
10.10 BST
Future proofing retail, frictionless CX & creating a community experience in store
With Covid-19 ripping up the retail rulebook, shopper experience & technology will play a key role in the next decade to determine who wins to become truly customer centric. Seamless omnichannel, digital and customer designed experiences, will help to connect in new ways online or in-person to create your own ‘community’. Join this panel of masterminds to help transform your company’s underlying functions, future strategy and structures to achieve retail goals.
30 MINS FIRESIDE CHAT
James Bailey, CEO & Executive Director, WAITROSE & PARTNERS
Sophie Fuller, Head of Retail at GS1 UK, GS1
Dhiren Karnani, Retail Director, KFC
François Rychlewski, VP of sales EMEA, SHEERID
MODERATOR
Uptin Saiidi, Journalist, Content Creator & Founder, UP10MEDIA
10.40 BST
Nick Lansley, Director & Innovation Insider, NL INNOVATION LAB
Julian Burnett, NED, Board Advisor & Founder, QUERCUS
James Hirst, Founder & CEO, THE INTELLIGENT BRIEF
11:20 BST
Driving consumer closeness with real-time insights. Why it’s more than just the data
During a period of time where consumers never switch off, are constantly connected and growingly unpredictable, closing the consumer gap is a challange, despite having more data than ever before. As much as consumer data is crucial, it is how well and how quickly you can extract real-time, actionable insights from this data – that will determine how to decode consumers and drive real brand value. How can you uncover hidden consumer insights behind the data to create meaningful customer experiences? Deliver business impact? Become a tomorrow-shaping company? Dean Taylor @ John Lewis to reveal all!
20 MINS PRESENTATION
Dean Taylor, Director of Research & Insight, JOHN LEWIS PARTNERSHIP
How Secret Sales became the fastest growing marketplace for fashion in Europe
Secret Sales was aquired in March 2020. The aim was to move the business from an antiquated members-only flash sales website to a dedicated premium non-full price ecommerce marketplace for fashion, beauty and homeware – where brands can retain control of price, inventory and branding, while maintaining positive brand equity. In September 2022, Puma made Secret Sales its first non-full price UK marketplace partner, while Kurt Geiger was also on-boarded at the tail end of 2022. Join Co-Founders Matt & Chris, who share how they turned Secret Sales into the fastest growing marketplace for fashion in Europe, with many tricks, tips and exclusive insights along the way!
20 MINS FIRESIDE CHAT
Chris Griffin, CEO, SECRET SALES
Matt Purt, Chief Commercial Officer, SECRET SALES
MODERATOR
Julian Burnett, NED, Board Advisor & Founder, QUERCUS
Embedding your brand in a culture and taking product innovation to the next level
How do you break through in an industry vertical where competition is becoming so great? Create a community (& team!) who loves what you do, listen and become one of them. BYBI is a vegan beauty brand who have been building year after year as it’s audience grows. Join Co-Founders Elsie & Dominika as they take off the gloves and presents how BYBI Beauty is embedding the brand in culture. From carbon reduction being a marketing tool for the brand to the importance of company culture having recently introduced some punchy team benefits including a gender neutral parental leave policy.
20 MINS FIRESIDE CHAT
Elsie Rutterford, Co-Founder, BYBI BEAUTY
Dominika Minarovic, Co-Founder, BYBI BEAUTY
MODERATOR
Tina Mulqueen, CEO, KINDRED PR & Founder, ET AL MEDIA
11.40 BST
Socially awkward? Why has digital marketing become so divorced from genuine human behaviours?
20 MINS PRESENTATION
Have we forgotten that we’re marketers first and technology should always come second? We’ll discuss common mistakes marketers and brands make and how brands do things online that we wouldn’t dream of doing in person, the lack of data usage and lack of personalisation.
Mike Fantis, VP Managing Partner, DAC
Personalised Customer Experience: Bridging the gap between expectations and the current reality
20 MINS PRESENTATION
The presentation will aim to identify the key factors causing major discrepancies between expectations and reality.
Paulo Anthony Almeida, CEO, CLIENTSCAPE
The feedback epidemic, the myth of customer loyalty, and how to create a truly human customer experience.
20 MINS PRESENTATION
Organisations are perfecting the functional experience at the expense of the emotional, human experience, leading to organisations that are full of humans who aren’t allowed to act in a human way. The stats behind this are fairly shocking. In this talk, John Sills will share the big lessons from his new book, The Human Experience:
Why customer loyalty is a myth
How we escape from the epidemic of feedback surveys
The pain of being on hold (unless you’re with Octopus Energy)
Why Swiss trains are so much better than UK ones
And most importantly, the human behaviours customers expect to see, and the cultural enablers organisations need to act in this way consistently.
John Sills, Managing Partner – THE FOUNDATION
12.00 BST
Key considerations to create sustainable value & marketing ROI using data
There are countless ways to extract value from data, and businesses are learning the ropes of slicing and dicing data to make its value sustainable. They say data is the new oil, so how do you go about setting up and using this commodity to drive better business outcomes? How do you prioritize on what areas to focus on to create business value using data? What are the key strategic considerations for those working with data in 2023 and how do you build the right data driven culture in your organization? How can you ensure that your brand will be nimble enough to adapt and support future data initiatives? Enter a panel of Data, Insights & Analytics Guru’s, as they answer all.
40 MINS PANEL
Catherine Hallam, Head of Data Strategy, ITV
Lydia Collett, Data & Insight Product Lead, JOHN LEWIS PARTNERSHIP
Tina Mulqueen, CEO & Founder, KINDRED PR & Founder, ET AL MEDIA
Rob Tuckwell, Director of Specialist Sales, BARCLAYCARD PAYMENTS
MODERATOR
Nick Lansley, Director & Innovation Insider, NL INNOVATION LAB
Business transformation to become the master of the marketplace & selling online
The continued rise of marketplaces or selling online 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 marketplaces, digital business & next level e-commerce technology.
40 MINS PANEL
Chris Griffin, CEO, SECRET SALES
David Gomez, Group Head of Marketplace, KINGFISHER
MODERATOR
Wizz Selvey, Founder & CEO, WIZZ&CO
Martech, adtech & traditional channels. Where will you place your bets to allow marketing effectiveness to win?
From AR ad campaigns to VR storytelling, the list of marketing innovations continues to grow. However is more value to be had by stripping back technology to focus on more traditional channels & the content within them? What makes the perfect balance between old & new in martech? Is the latest technology & adtech in particular destroying marketing effectiveness? Is OOH, radio & linear TV dead or are we seeing a comeback? Join to find out.
40 MINS PANEL
Tom Rainsford, Marketing Director, BEAVERTOWN BREWERY
Perla Bloom, Global Marketing Strategy Manager, EA GAMES
Tayo Ologbenla, Head of Digital Marketing, SAVILLS
Sue Azari, Industry Lead, E- Commerce, APPSFLYER
MODERATOR
James Hirst, Founder & CEO, THE INTELLIGENT BRIEF
12:40 BST
13.30 BST
Transform businesses with the power of analytics & hyper individualization
Today’s consumer is more connected online than ever – accelerated by the pandemic. With more channels, formats and placements available for brands to capture attention – how do you keep-up & speak to the individual? Join content magician Uptin Saiidi, as he uncovers the advantages of data-driven ideas, running micro targeted campaigns, killer content and how projects he has worked on have won, in the most efficient and cost effective way.
20 MINS PRESENTATION
Uptin Saiidi, Journalist, Content Creator & Founder, UP10MEDIA
Trust is the future of ecommerce success. Underestimate at your peril.
Play naughty but nice – customer acquisition and getting found online is good when your staying authentic though is trust the final frontier? Perhaps that is true today in a world full of fake news and misinformation. So how can you build a truly customer centric, connected and digital first trusted brand? Join superstar e-commerce & marketing creative, Janis Thomas as she dissect the key ingredients to make the perfect e-commerce positioning meal with real life case studies from Look Fabulous Forever.
20 MINS PRESENTATION
Janis Thomas, Ecommerce & Marketing Director, LOOK FABULOUS FOREVER
Embracing customer-centricity, sustainability and building a strategy with customers at its heart
Research tells us that market-oriented (& sustainability focussed) marketplaces are more likely to enjoy stronger loyalty, but it can be surprisingly easy to lose sight of the customer and let business needs and assumptions take centre stage. What does having sustainability at the centre of your business mean to today’s consumers? How does this impact on the value creation for brands? How do you transition from a product-orientated to a customer-centric mindset? Join Matt Hanrahan, as he moves the conversation towards what Reskinned can do for their customers & brands, with sustainability as its core driver.
20 MINS FIRESIDE CHAT
Matt Hanrahan, Co-Founder, RESKINNED
MODERATOR
Tina Mulqueen, CEO & Founder, KINDRED PR & Founder, ET AL MEDIA
13:50 BST
Retaining customers in a recessionary environment: how are retailers and brands adapting?
Retaining customers in a recessionary environment: how are retailers and brands adapting? Consumers are no doubt feeling pessimistic about the economic environment. They want better, personalised, more engaging experiences. There couldn’t be a better time for brands to retune their strategies and really take the opportunity to build personal connections with consumers, be empathetic as consumers are reining in their spending, and offer sustainable value. We’ll explore: How consumer behaviour is changing in 2023 How brands are dealing with it Winning strategies to nurture loyal brand enthusiasts
20 MINS PRESENTATION
François Rychlewski, VP of sales EMEA, SHEERID
Mastering Digital Experience Skills: How Liberty added £4m revenue by understanding that software alone is not the answer.
In an era where eCommerce technology continues to evolve rapidly, it’s critical to remember that these tools alone are not a silver bullet for success. This session will focus on a case study showcasing the success that is possible when we harmonise cutting-edge digital experience platforms and A/B testing tools with deep expertise. Join us as we unravel how a well-structured plan and adept use of these tools can turn insights into actions, driving true value for your business.
20 MINS PRESENTATION
Jonny Longden, Digital Experience Director, JOURNEY FURTHER
COVID as an innovation catalysator - a case study with Hornby Hobbies
In the United Kingdom Hornby Hobbies has been a famous brand for many decades now and mainly focused on the traditional brick and mortar store around the corner where you met friends to talk about the products. But COVID instigated a change in this relationship and a new way to engage with customers directly had to be implemented quickly. Learn how Hornby Hobbies faced these challenges head on with new storytelling practices and how the Commerce Experience Cloud of Bloomreach helped in the execution of the vision.
20 MINS PRESENTATION
Manuel Toenz, Director of Client Strategy EMEA, BLOOMREACH
Michael Manton, Head of Ecommerce, HORNBY HOBBIES
14.10 BST
War, recession & super power rivalry. Navigating digital storytelling during times of disruption through transparency & authenticity
With everyone on the move it is no surprise that our mobile devices have not only become indispensable in our ways of communication, but also pertinent for brands ways of connecting with consumers, marketing, and ecommerce strategies. More than 3.96 billion people use social media worldwide, and as this number grows so does the significance of digital storytelling, social commerce marketing & the need to capture attention. Mix this with the huge rise of streaming consumption seen in the new normal, getting attention is no small task. With so many people at marketeers fingertips, how can you drive better campaign based decisions when people have bigger concerns with war, the economy and how to pay bills!? Data and analytics role whilst complimenting creativity? Implementing transparency & authenticity in storytelling is a good place to start.
40 MINS PANEL
Wizz Selvey, Founder & CEO, WIZZ&CO
John Manning, Executive Producer, AO
Chris Wales, Director of Content, CX & Search, MARS
Scott Somerville, CMO, E.ON UK
MODERATOR
Tina Mulqueen, CEO & Founder, KINDRED PR & Founder, ET AL MEDIA
Transforming a companies functions and structures to achieve e-commerce & omnichannel goals with technology
In under a decade, the online playing field has dramatically changed demand generation. Companies and organizations can now optimize digital demand generation by monitoring all digital presence. The results? Technology is revolutionizing virtually every aspect of infrastructure in order to keep up with this rise. From digital enabled experiences to providing truly frictionless retail and creating community connections to in- store innovations. What do you need to prioritise to run retail successfully (online or off!) and connect with the ever evolving consumer? Creating infrastructure that meet the needs and expectations of your cross-border customer. Ensure that your customers receive the same high-standard of experience, no matter where they shop in the world or the channel! From platform technology to digital everything, we assess the brains behind the brands that enables success to happen.
40 MINS PANEL
Phil Jackson, Global Digital Marketing Effectiveness Innovation Director, HALEON
Kieron Smith, Digital Director, BLACKWELL’S & THE WORDERY
Ian Hartley, Strategic Account Executive UK – England & Wales, PLATFORM SH
Zoe Donovan, Digital & Marketing Director, LK BENNET
MODERATOR
Julian Burnett, NED, Board Advisor & Founder, QUERCUS
Getting consumers to advocate for your brand online and building a strong community so you don't need advertising investment!
Whilst social movement or challenging the ‘norm’ campaigns may bring risks, they can yield fantastic results as long as you are staying true to your brand 365 days a year (not just when the occasion calls for it), right? Is honesty always the best policy? Do most of the youth value authenticity over almost everything else? How can brands resonate through consumer engagement and personalise experiences so they trust you to keep coming back for more? How can you better engage with previously shy or non-engaging subcultures? What role do content creators still play to influence? Learn how to resonate, keep things true, foster community and build more growth so you can save on advertising investment.
40 MINS PANEL
James Sutton, Sr Manager, Brand Campaigns, Sponsorships, Creative Services & Content, E&A, HERBALIFE NUTRITION
Grace Fung, Influencer Marketing & Comms Lead, COTY
Bronwen Foster-Butler, CMO, FINISTERRE
Aaron Smedley, Chief Digital Officer, LE CHAMEAU
MODERATOR
James Hirst, Founder & CEO, THE INTELLIGENT BRIEF
14.50 BST
15.20 BST
Redefining customer experience in retail
Remaining competitive and building resilience in the hyper competitive and ever-changing retail landscape is one of the biggest challenges for today’s modern manager. Join UX expert Desi Reuben-Sealey as he talks about the role of CX in redefining brand loyalty and reducing customer acquisition costs especially in an economic downturn.
20 MINS PRESENTATION
Desi Reuben-Sealey, Senior Manager UX, VICTORINOX
15.40 BST
Social Listening: Let’s try it the PR Way
While CFOs are working through budgets line by line, its up to us marketers to prove our value. And we need to do it better than ever. This session will explore how to employ social listening to measure results throughout the buyer journey, all the way through to bottom line. We’ll learn from some of the world’s biggest brands to get ahead, demonstrate impact, and retain budget.
20 MINS PRESENTATION
Jack Richards, Field Marketing Director (Europe), ONCLUSIVE
16.00 BST
How startups & scaleups are bringing on a new dawn of innovation and learnings for the future of commerce. Future gazing, what to look for & how to win.
Every business – large or small – must adapt to be relevant or risk being left behind. What can they learn from innovative start-ups? What makes for a long term, sustainable & successful business? How can you approach VC’s & PE in todays e-commerce driven market? Let’s find out.
30 MINS FIRESIDE CHAT
Florence Adepoju, Founder, FLOW BEAUTY / MDM FLOW
Maxim Gelmann, Chief Stroodle & Founder, STROODLES
Sophie Saunders, Head of eCommerce, DISTILL VENTURES
MODERATOR
Tina Mulqueen, CEO, KINDRED PR & Founder, ET AL MEDIA