The 2025 programme

Registration

Chair’s welcome address

Graham Johnston, Retail & Distribution CEO, Donaldson Group

Retail Keynote Address: Transformation or Reset? How refocusing on the fundamentals of business are key to your future success

American Golf is the UK’s largest golf retailer, leading the way in the industry. With an extensive store footprint, a robust online platform and armed with more than 300 accredited store custom fitters, American Golf offers a truly unrivalled omnichannel shopping experience. Hear how this leading retailer has survived - and grown, thanks to a reset of the business that focuses on five strategic pillars.

• The importance of a ‘reset’ and returning to your core DNA and values
• American Golf’s five strategic pillars
• Treating every customer as a VIP
• Driving consistent growth across an omnichannel business 
• Why building engaged communities is a key strategic driver
• Fostering an empowered culture through your leadership approach

Nigel Oddy, CEO, American Golf

Elaine Wrigley, Retail, Operations & People Director, American Golf

Retail Insights Panel: Loyalty and breaking the CX ceiling with AI tech - a new equation of customer satisfaction

The role of CX as a driver of change in redefining brand loyalty and reducing customer acquisition costs is never more paramount, especially in an economic downturn. Our speakers share experiences with personalisation, as well as the benefits of building greater brand loyalty for both new and established brands.

• What is a true blueprint for loyalty and engagement success?
• Engaging consumers by building loyalty - the importance of a branded experience
• GenAI-assisted shopping - is it the ultimate hyper-personalised, gamified experience?
• How can retail marketers harness generative AI for customer success?
• Using insight data to drive customer loyalty

Nick King, Insight Director, AutoTrader
Giles Smith, former Head of Technology, Selfridges
Shetal Bhatt, Head of CRM & Marketing Operations, SSE Energy Solutions
Jonathan Gabay, Author, Practical Digital Marketing and AI Psychology
Morgan Maaka, Manager, Direct Sales – UK, Lightspeed Commerce

Morning coffee and networking break

Retail Spotlight Panel: Linking bricks and clicks together to create a truly omnichannel experience - the tech systems that work

The landscape of eCommerce platforms are changing. In today's current digital-era, staying competitive hinges on identifying the technologies that will propel your brand forward. This session opens with a deep dive into the evolving landscape of UK retail and the stark contrast between consumer expectations of immediate gratification. Join Trond Kongrød and Hugo Fernandes Lopes, as they take you on a transformative journey into the heart of retail innovation and uncover how Inovretail, through Seeplus, is setting the stage for a truly omnichannel experience. Our panel of speakers will go on to discuss optimising the customers experience online whilst driving trade, online and in store, to navigate through an ever-changing retail landscape.

• Bringing eCommerce to a store based retailer
• Achieving a seamless omnichannel customer journey through digital transformation
• How can existing technologies can be expanded to improve and engage consumers across the retail journey
• Creating efficiencies and seamless experiences from in-store to online - continually evolving your omnichannel offering

Ed Duggan, Financial & Commercial Director, Fishpools
Ken Daly, Non-Executive Director, JML
Ellie Starr, Head of Strategic Partnerships, JustEat Takeaway.com
Vikram Saxena, Founder & CEO, BetterCommerce

Retail Mega Panel: The power of the human connection in the world of digital

Part 1: Effective instore CX through improving engagement of store colleagues

• Optimising the synergy of the human touch with a technology based retail business
• Why using technology that aligns with your products and core brand values makes sense
• Improving compliance and consistency by centralising tasks instore

Russell Danks, Managing Director, Laine Pub Co.
Sanish Mondkar, Founder & CEO, Legion
Vishal Talreja, former Chief Development Officer (CDO), itsu
Brad Capon, Vice President UK & Northern Europe, YOOBIC

Part 2: The 'start-up' challenge

• Aligning strategic sourcing efforts with your ESG goals
• Utilising the pop-up store concept to maximise customer loyalty

Nicole Compen, Founder, raye the store
Peter Grainger, Co Founder, CafePod Coffee Co
Nick Jefferson, Founder & CEO, Wylde Market
Isabelle Gormezano Marks, Marketing Director, East London Liquor Co.

Lunch and networking break

Retail Mixers Fireside Conversations: Turning the high street into a vibrant experience for all - tech vs 'non-tech' to elevate in-store customer satisfaction

With rising inflation continuing to squeeze consumer spending and shopping habits increasingly shifting online, the future of traditional ‘bricks and mortar’ stores in the contemporary retail landscape has become increasingly uncertain. This session will explore how the store of the future will go beyond retail and be a hybrid, flexible, experiential space that keeps local communities coming back for more.

• The use of immersive experiential activations for a unique and creative retail environment
• The importance of the physical retail experience in engaging shoppers
• Providing a retail experience for a mix of generations
• Physical retail - creating an experience that goes beyond the traditional transaction
• Trying on clothes using augmented reality smart mirror
• Enhancing the experience through learning more about your company ethics and values

Rowland Gee, CEO, The Shocklite Company; Director, AromaChimie
Lucy Litwack, CEO & Owner, Coco de Mer
Shweta Pamula, Senior European Category & Campaign Insights Manager, Samsung Electronics

Retail Showcase Panel: What can the pioneers teach us about D2C and marketplace innovation in 2024?

D2C retail has been key to the success of some of the most innovative and fast-growth brands of the last few years. But the origins of D2C go back a long way, setting the stage for many modern D2C models. This session will provide an overview of marketplace strategy with a focus on how retailers are operating and expanding in this channel.

• What role does D2C play after the experience of the pandemic – is direct the way forward, and what does this look like in 2024?
• Transforming retail through personalised and online marketplaces - what can be learnt from some of the original pioneers of D2C?

Emily Kraftman, Chief Commercial Officer, Who Gives a Crap
Tracey Powers, UK Sales Director, Avon
Susannah Schofield OBE, Director General, Direct Selling Association
Becci Edmondson, Chief Product Officer, MPB
Rebecca Saunders, Director, Consumer & Retail Group, Alvarez & Marsal

Afternoon coffee and networking break

Retail Insights Panel: Strategies to improve and create customer experience around customer wants

In today's competitive retail landscape, delivering exceptional customer experiences is essential for staying ahead. You can learn strategies to differentiate your brand, attract and retain customers, and drive business growth. Hear how retailers are seeking to enhance their customer experience and drive business success in the digital age. The session will open with a special fireside chat with Camilla Kater, Advisor to the CEO & SVP of Care and Rider at Deliveroo, sharing how Deliveroo has shaped their customer experience, the development of retail on the platform and strategies to drive consumer loyalty. 

• How are AR & VR reshaping the future of shopping?
• Staying on the forefront of customer experience - pushing the boundaries even further
• Social media - where shoppers make purchases with a single click
• Cutting edge technology - transforming the retail industry through digital innovation

Janis Thomas, Managing Director, Look Fabulous Forever
Rebecca Pagan, Commercial Director, Pagazzi Lighting
Trevor Gordon, Chief Digital & Technology Officer, Save the Children UK

Chairs’ closing summary