The 2025 Programme

REGISTRATION & NETWORKING

Chair's welcome and opening comments

Giles Smith, Independent Digital Product & Technology Advisor

Retail eComm Scene Setter: The future of eCommerce in retail - the key digital trends shaping 2025 and beyond

Our first session of the day will look at digital initiatives and innovations to stay competitive in the retail eCommerce space and what retailers need to know about AI to succeed. Our first two speakers will discuss the wide variety of of AI innovations across both large and small retailers. 

• Trends in conversational AI in eCommerce
• Empowering store colleagues with AI - extending e-comm into the physical environment
• Agentic models and how they can power more effective pre and post sales customer connections / experiences

Olaf Akkerman, General Manager, Retail and Consumer Goods Industry, Microsoft UK

Simon Ellis, Head of AI Transformation & Enterprise Architecture, Pets at Home

The second part of the opening session is a fireside chat with Trond Kongrød, CEO of Inovretail, who will discuss what retailers need to know about AI to succeed and the transformative power of tech.

NETWORKING COFFEE BREAK

Retail eComm Practical Insights: Reducing cost and improving efficiency - using tech to simplify and optimise your online eCommerce operation

The session features a special introduction by Michael Spataro, Chief Customer Officer at Legion, who will outline the economic impact for the retail sector of how a workforce management platform can optimise labour efficiency and the long term savings made.

Our speakers discuss the latest insights into how to leverage new technologies, techniques and tools to maximise your ROI on your online business operations. Through accessing effective AI business strategies, tools and solutions for success, we look at how a user-centric approach to your UX not only fosters customer satisfaction but also results in better online business outcomes.

• What role can AI and emerging tech play in streamlining operations and enhancing experiences?
• How AI can act as a co-pilot for employees to help retail work better and more effectively
• Overcoming legacy hurdles - how can retailers maximise their return on digital investments?
• What technologies are going to accelerate your digital strategy with transformative results?
• Automating the entire eComm workflow and process

Paul Hornby, former Digital Customer Experience (DCX) Director, The Very Group
Victoria Coffey, Head of eCommerce, Northern Monk

eComm Spotlight on social selling: Top tips to optimise social eCommerce

In this fireside chat, our speaker will discuss the ever evolving landscape of social media in eCommerce and what is driving traffic and sales through social channels, and tracking campaigns.

• The latest trends in social media marketing
• TikTok strategy and the potential for eComm success
• Converting customers – use of social media
• Reaching new buyers through social commerce
• How to make your social media strategy truly commercial

Adam Aubrey, Head of eCommerce, Warrior Supplements & Bodybuilding Warehouse
Amanda Uduku, TSP - Partnership Manager, TikTok Shop UK

eComm Spotlight on IP: eComm marketplaces and AI - the opportunities and risks for Brand Owners

In this session, TRBs legal partner Irwin Mitchell will explore the commercial opportunities created by advancements in AI but also the legal risks including data privacy concerns, potential biases in algorithms, trademark violations and the challenge of maintaining brand integrity in an increasingly automated environment.

Georgie Collins, Head of IP & Head of US Desk, Irwin Mitchell

NETWORKING LUNCH BREAK

eComm Retail Learning Labs: From Rising Costs to Savvy Customers: Building a Resilient Marketing Strategy in 2025

In a rapidly evolving digital landscape, rising ad costs and increasingly savvy customers demand a new approach to eCommerce performance marketing. The session will be introduced by Emily Long, CEO of Genie Goals, who will explore the proven strategies that paid off in 2024 and focus on the key differentials - attribution, innovative creative, and the smart integration of AI. 

eComm Retail Learning Labs 1: Enhancing customer engagement - targeted marketing personalisation through automation

With customers shopping in more locations than ever before, it is vital for brands to connect with customers in a personalised manner and create a consistent brand experience across all channels. Get greater insights into your customers’ needs and expectations with AI, stand out from the crowd and offer a personalised experience.

• How AI can help you automate the mundane
• Using AI for personalisation (UX) - top tips to nail it
• Personalising messages based on their interactions and previous purchases
• The benefits of hyper-personalisation in driving customer retention

eComm Retail Learning Labs 2: Enhancing customer engagement - brand loyalty and the use data to engage for long-term success

• Data, analytics and loyalty
• New opportunities and challenges in customer retention - can emerging tech save loyalty?

These interactive roundtable sessions will be led by our 'digital marketing' community of speakers, each offering their own viewpoint and expertise on these two key areas of focus for online marketing.

Led by: Scott Taylor, Executive Director of Marketing, American Golf

Nick King, Insight Director, AutoTrader

Kate Chatterton, Senior CRM Lead, BrewDog

Anjuli Parmar, CRM Manager, Frasers Group

Caitlin Nimmo, Customer Marketing Manager, Philip Kingsley

Gianfranco Cuzziol, CRM & Personalistiaon Advisor & Author, In Pursuit of the Trivial

Natalia Chappell, former Head of eCommerce, THG; Founder, N Chappell & Co

Helen Aye-Maung, Head of eCommerce & Marketing, Beaumont Organic

Rob Murphy, CRM Lead, The Co-operative Group

Paul Morris, Senior Director EMEA Performance Marketing & Web eCommerce, RS Group

NETWORKING COFFEE BREAK

Roundtable Round-Up

Our 'CX' community of speakers will present their respective findings and conclusions on the various discussion points.

eComm Tech Closing Perspective: What retailers need to know about AI and beyond- the transformative power for eComm professionals

Explore the latest trends in AI - discover the exact solutions you are looking for and the benefits, know where to focus your business efforts and plan for the future of AI. Our closing session looks at the changes coming in CX, how and what retailers can do to prepare for an Agentic World. 

• What is the potential of AI?
• How AI can be used to solve the biggest problems facing retail eCommerce 
• Leveraging new technologies like AI, AR and VR to attract new customers
• What are the risks that need to be considered before adopting AI?

Yasmin Topia, Founder & CEO, Sociate AI

Chair's closing comments