Placing Customer Centricity at the Heart of your Commerce Strategies
Welcome Address
FUTR GROUP
20 MINUTE KEYNOTE
Carla Buzasi, CEO, WSGN
Available for Platinum Sponsor
20 MINUTE KEYNOTE
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
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.
20 MIN KEYNOTE
Swagat Choudhury, Global Digital Commerce Director, MARS WRIGLEY
20 MIN KEYNOTE
Mike Cadden, Chief Technology Officer, MARIE CURIE UK
20 MINUTE KEYNOTE
• Benchmarking, going beyond ‘vanity metrics’
• Identify and understand what works and why and how to improve
Dan Best, SVP, DAIVID
20 MINUTE KEYNOTE
RESERVED
20 MINUTE KEYNOTE
RESERVED
20 MINUTE KEYNOTE
RESERVED
Dan Best, SVP, DAIVID
45 MINUTE PANEL
• 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
• 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
40 MINUTE WORKSHOP
Andre Filomeno, SVP of Customer and Digital, FLYING TIGER COPENHAGEN
20 MINUTE KEYNOTE / FIRESIDE CHAT
Aaron Smedley, Chief Digital & Marketing Officer, LE CHAMEAU
20 MINUTE KEYNOTE / FIRESIDE CHAT
20 MINUTE KEYNOTE / FIRESIDE CHAT
40 MINUTE WORKSHOP
20 MINUTE KEYNOTE
SPEAKER TBC, TINUITI
20 MINUTE KEYNOTE
SPEAKER TBC, APPINIO
20 MINUTE KEYNOTE
RESERVED
40 MINUTE WORKSHOP
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
• 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
• 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
40 MINUTE WORKSHOP
20 MINUTE KEYNOTE
20 MINUTE KEYNOTE
20 MINUTE KEYNOTE
40 MINUTE WORKSHOP
20 MINUTE KEYNOTE
20 MINUTE KEYNOTE
20 MINUTE KEYNOTE
40 MINUTE WORKSHOP
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
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?
• 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
40 MINUTE WORKSHOP