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If you feel that you could make a strong contribution to the 2017 programme as a speaker or panellist or could think of another way you could be involved in the program, please contact our production team using the contact details below:

Alexandra Bamgboye
Conference Producer
Telephone: +44 (0) 20 7936 6920 <


    • 08:00 - 08:20
      • Registration and Refreshments

      • 08:20 - 08:30
      • Chairman's opening remarks

      • 08:30 - 09:00
      • GlobalData Retail: Assessing the current UK retail landscape to understand the changing dynamics of modern shopping

        • Reviewing key technology trends set to impact the retail experience of customers

        • Delving into the discount culture to assess whether it a retail trend set to stay

        • Assessing whether the shift to top up grocery shopping over larger weekly shops will continue to shift

        • Discussing how economic uncertainty across Europe may affect retailed goods in 2018

        • Determining the impact Brexit may have on retail goods to enable retailers to prepare in advance

      • 09:00 - 09:30
        • Speaker

          Craig Crawford – Retail advisor, CrawfordIT on behalf of Hitachi


        • Retail Edge: innovation in dynamic pricing plus smarter promotions - #bricks&mortarfightsback

        • Reducing shrink: huge financial benefit, straight to the top line - #lossprevention

        • Smart Customer Experience: closer to the customer together with a more efficient Supply Chain - #alwayson

        • Building on BI: collating data is only the start… - #strongfoundations

      • 09:30 - 10:00
      • How Shell Retail is transforming traditional outlets to offer a next generation customer experience

        • Connected store, cashless vending, click and collect, connected car: How Shell is responding to today’s convenience craving customers

        • Mobile Payment: How in-car payments transform the petrol retailing experience for the customer and drives deeper levels of loyalty and value

        • Reversing the customer journey, petrol to your doorstep

      • 10:00 - 10:45
        • Speaker

          Andreas Olah – Lead Analyst - Digital Retail, GlobalData Technology
        • Speaker

          Doug Baker – IT Management Consultant and former Head of IT, McDonald’s
        • Speaker

          Jat Sahi – Digital Lead, Fujitsu

        Debate: Man Vs Machine - How can retailers maintain their point of difference in an automated world

        • Discussing methods for retailers to remain unique and relevant for customers with limited human interaction

        • Weighing up the need for staff to man self-service tills to establish whether instore employees will always be needed to monitor technology

        • Demonstrating ways to engage customers with the retailer through unmanned tills

        • Managing ways to gather customer feedback through the use of automated self-service tills to understand shopper experiences

      • 10:45 - 11:15
        • Morning refreshments and networking

        • 11:15 - 11:45
        • Case Study; Graze – Achieving a comprehensive multi-channel retail business with the help of technology

          • Learning how data management has proved the key factor in advising how products have become so successful instore and online

          • Demonstrating how internal flexibilities means goods can be shipped to areas of demand quickly to drive sales instore

          • Offering promotions instore and online to help engage customers in the brand and drive future purchases

          • Lessons learnt: Demonstrating how the instore environment requires a different approach to product display compared to the online arena

          • Using multiple touchpoints to gather continual customer feedback on products to understand where your strongest sales are

        • 11:45 - 12:30
          • Speaker

            Mark Thomson – Director of Retail and Hospitality, Zebra
          • Speaker

            Tim Vaesen – Account Director, Re-Vision

          Could technology help deliver tomorrow’s retail experiences?

          • Retailers have dedicated substantial efforts into their online retail experience, but how are they translated into the physical store environment?

          • Is more needed to enhance the customer experience, especially at peak times? What role should staff play in this?

          • Could technologies like mobile self-scan, which are becoming standard in the grocery sector, be used elsewhere?

          • What other technologies could be key to delivering tomorrow’s retail experiences?

        • 12:30 - 13:00
          • Speaker

            Jonathan Haywood – Head Of Merchandising & Customer Insight - Holland & Barrett International

          Defining strategies to foster long lasting loyalty with high value customers

          • Overcoming the difficulty of maintaining long term rapport with customers in a highly competitive retail world

          • Understanding and prioritising the changing needs and requirements of our most loyal customers

          • Determining whether to prioritise multichannel customers as the most loyal and highest spending customers.

          • Mapping out how to drive different strategies through multiple communication touchpoints with customers

          • Defining when engagement trumps sales and vice versa

        • 13:00 - 13:15
          • Speaker

            Fred Lill – Owner, Lil Packaging - Europe’s largest independent eCom producer

          How phenomenal UNBOXING experiences increase profits

          Ecom Value (profit) = Sales – Buying costs - Operational costs - marketing costs This is an equation devised by Andy Mulcahy, Editor of iMRG (the UK's industry association for online retail) which resonates with Lil who believe strongly that beautifully clever packaging is the method to maximise ecom value (profit) • How can clever packaging Increase Sales?

          • How can clever packaging Reduce Buying Costs?

          • How can clever packaging Reduce Operational Costs?

          • How can clever packaging Reduce Marketing Costs?

        • 13:15 - 14:15
          • Lunch and networking

          • 14:15 - 14:45
            • Speaker

              James Mitton – Customer Service Director - Shop Direct

            Digitisation and Artificial intelligence In customer service – The time is now

            • Debating why it’s critical to have digital and personalised interactions as part of any customer service strategy – and why the time is now

            • Investigating the role of AI online and whether consumers will miss the human touch – how do you put the customer at the heart of your strategy

          • 14:45 - 15:15
          • Pureplay Fashion Retailer Case study: Identifying ways to build and achieve brand loyalty in the online arena

            • Appreciating the difficulties in gathering selling strategies online for the first time without a strong previous presence in the area

            • Creating strategies which ensure close supplier links with retailers when launching your product into the online space

            • Developing insight strategies to reach out to shoppers who largely browse and shop online

            • Reviewing the implications for insight strategies for shoppers who browse in-store before making purchases online

            • Utilising online as a method of testing new product development for your products whilst reducing the struggle to get limited shelf space in-stores

          • 15:15 - 15:45
            • Session reserved for Marks & Spencers

            • 15:45 - 16:15
              • Speaker

                Andy Milton – Multimedia Solutions, Sales Manager – Digital, T- Systems

              Delivering a personalised omni-channel customer experience and service from anywhere to everywhere

              • Delivering a seamless continuity from online to in-store

              • How IOT shelving & virtual assistants are driving personalised cross & upsell

              • Silent Store Concept – what is it & how does it deliver a better customer experience

              • Connecting Enterprise Resource Planning (ERP), loyalty & promotional programs for improved financials & customer retention

            • 16:15 - 16:45
              • Afternoon Refreshments and Networking

              • 16:45 - 17:15
                • Speaker

                  Emilio Foa – Chief Financial Officer - Rapha Racing Ltd

                How retailers can deliver an excellent customer experience instore through engaging products, prices and people

                • Making your employees instore fully engaged in providing a personal customer service to retain the human feel

                • Devising competitive pricing structures for your products to ensure they remain attractive to consumers and remain in line with competitors

                • Considering the use of good instore content and information to ensure shopping missions can be easily completed

                • Discussing whether traditional loyalty cards are giving way to shopping trips based around price and promotions to ensure you are aware of shopper priorities

              • 17:15 - 17:30
                • Speaker

                  Guy Chiswick – Managing Director, Webloyalty- Northern Europe

                Beyond the Core - A whistle stop tour of Secondary Revenue, presented in PechaKucha 20*20 style

              • 17:30 - 18:00
              • Content and Commerce, the growing importance of the two C’s

                • Businesses without a content engagement strategy will lose competitive advantage

                • We demonstrate how we have been working with retailers and brands on how to inspire, educate and entertain their customers as a way of maintaining edge

                • Some insight into our partnership journeys, what customers think ‘good’ looks like and benchmarking

                • Key takeaways to use in the implementation of your content engagement strategy

              • 18:00 - 18:15
                • Chairman's summation and close of day 1

                • 18:15 - 19:30
                  • Drinks Reception sponsored by Brand Loyalty