• be Retail Social

  1. Headline Theatre
    30 mins
  2. Theatre A
    30 mins
    • Assessing how omnichannel customer expectations have changed over the last three years as the pandemic evolved
    • Understanding what retailers can do to meet expectations for speed and convenience
    • Evaluating where to prioritise your efforts and which innovations to invest in to fix key pain points
    • Assessing if customer expectations changed as lockdowns were lifted across the globe
    • Predicting where customer expectations are headed to stay ahead of the game and keep up with the pace of change 
  3. Theatre B
    30 mins
    • Assessing the opportunities, use cases and threats the metaverse presents to your business
    • Evaluating whether the metaverse is a brand experience layer, a transactional opportunity, a new channel or a genuine shift in the way we live our lives
    • Preparing internally to enter the metaverse authentically and tie it back to the existing customer journey 
    • Understanding the key metaverse barriers to entry and how to overcome them
    • Predicting how the metaverse will develop over the next three years and what that means for retail marketing, revenue and entertainment
  1. Headline Theatre
    20 mins
    • Assessing likely two-year UK economic developments and what opportunities and threats they present to retail leaders
    •  Evaluating the impact on a retailer’s cost-to-serve and pricing strategies
    •  Understanding how customers are likely to behave over the next two years so you can respond accordingly
    •  Predicting which categories are likely to keep performing and which ones will struggle
    •  Evaluating what we have learnt from past downturns about which retailers will be the winners and losers
  2. Theatre A
    20 mins
    • What are the best ways to measure customer retention? 
    • How can retailers benchmark whether they are good at retaining customers?   
    • What key strategies should retailers be using to maximise customer retention when they are being more cautious in spending money? 
    • How should retailers re-evaluate their pricing strategy to keep customer coming back? 
    • Which technologies offer the best ROI in driving customer retention in a challenging economy?
    • Which new marketing techniques are becoming increasingly important for customer retention?  
    • How should retailers rethink their loyalty programmes to reflect the current economy? 
  3. Theatre B
    20 mins
    • Why was Tesco Labs started and what role did you have in creating it?
    • How did Tesco Labs work with both start-ups and research institutes and what did that teach you about retail innovation?
    • Which innovations at Tesco had the most success and which of them did you wish you’d avoided? 
    • How did working at Amazon differ from your Tesco experience and what key lessons did you learn there? 
    • At Amazon you worked on Alexa grocery shopping.  How do you think voice shopping innovation will develop over the next five years?
    • What retail innovations are you currently working on at Deliveroo? 
    • Which innovations will have the most impact on the retail landscape?
    • What advice would you give to retailers who want to have an innovation mindset?
    • What key skills will retailers need to focus on to drive innovation going forward?     
  1. Headline Theatre
    30 mins
  2. Theatre A
    30 mins
    •  Reviewing which social channels offer you the most benefit in 2023 and capitalising on the right ones to get first mover advantage 
    • Awareness of people buying from people - in-house and third-party brand influencers 
    • Assessing how user-generated organic content, made fast and using native tech, can be used to enrich your communities 
    • Agile engagement with new trends to influence your content and social strategies
    • Building in-house tech and data to optimise content, and to convert and retain attention in your own ecosystem 
    • Understanding how to offer your users and community continued added value - putting them first always 
  3. Theatre B
    30 mins
    • Assessing the latest developments in robotics within warehouse automation 
    • Achieving a clear understanding of implementation costs and overall cost reduction to be able to demonstrate clear ROI
    • Understanding what a successful implementation looks like to ensure a smooth transition
    • Evaluating how you can work collaboratively with solution providers before, during and after your robotics deployment 
    • Predicting where robotic automation is headed
  1. Headline Theatre
    30 mins
    • Building an inclusion-centric approach
    • Creating energy behind the benefits D&I actions can have within your organisation
    •  How to measure and communicate progress 
    • Assessing where DEI is headed, ensuring your strategy is flexible for future developments
  2. Theatre A
    30 mins
    • Evaluating how to move retailer thinking from a selling to a branding mindset
    • Clarifying what a retailer stands for and how they can be a brand of purpose
    • Communicating brand identity effectively even with limited funds
    • Delivering a cohesive brand experience across all touch points 
    • Finding and securing influencers that will be valuable brand ambassadors
    • Respecting the DNA of the brand to bring your customers on your company’s journey 
  3. Theatre B
    30 mins
    • Evaluating which start-ups offer the best innovation opportunities for your organisation
    • Undertaking effective due diligence to ensure your chosen start-ups are the right fit for your company culture
    • Establishing best practices of collaboration for the benefit of both parties
    • Placing innovation at the heart of your partnership to keep it alive  
    • Assessing how to experiment and innovate effectively with smaller budgets
    60 mins
  1. Headline Theatre
    30 mins
    • Understanding how customer behaviour has changed during the cost-of-living crisis and what it really means for retail 
    • Evaluating new innovations in cost reduction, pricing strategy and demand forecasting
    • Assessing which investments will give you the best ROI when consumer confidence is low 
    • Rethinking how to communicate effectively with your customers and workforce 
    • Establishing which leadership strategies will enable you to weather the storm and exploit new opportunities
  2. Theatre A
    30 mins
    • What are customer expectations of personalisation in 2023 from an omnichannel perspective? 
    • Where should retailers start when building a strategy to personalise to the customer at every touchpoint?    
    • How should personalisation change for the customer in the bricks and mortar environment vs virtual channels?
    • Which technologies and platforms should retailers be focussing when personalising across channels? 
    • What are the key data and privacy considerations retailers must consider for successful personalisation? 
    • How can retailers get the balance right between personalisation and great customer experience?
    • How can retailers avoid turning the customer off with excessive personalisation?
    • What will omnichannel personalisation look like in three years and what can retailers do today to prepare?     
  3. Theatre B
    30 mins
    • How can retail leaders get clarity on what an NFT is and how they are impacting the retail sector? 
    • How seriously should retail leaders take NFTs and why?  
    • Which demographics are the right target for NFTs and how is this changing? 
    • How can retailers create the right partnerships to navigate and exploit NFT opportunities effectively?
    • What does a successful NFT monetisation strategy look like for a retailer?
    • How are NFTs increasing brand awareness of today’s forward-thinking retailers?
    • Which retail success stores should you take example from when building an NFT strategy?  
    • Which mistakes do retailers need to avoid when embracing NFTs? 
    • How can the retail industry encourage more women to collect NFTs?
    • How will the NFT landscape develop in the next five years and what do retailers need to be doing today to prepare?
  1. Headline Theatre
    30 mins
    • Rethinking your operating model options to reduce costs whilst still engaging your customers 
    • Creatively reassessing how to buy, where to buy and promotional activities as a costcutting exercise 
    • Evaluating new innovations to drive efficiencies and sweat existing assets 
    • Understanding which costs can be shared with other retailers 
    • Getting more value from efficiency strategies to keep costs down
  2. Theatre A
    30 mins
    • Evaluating which experiences will truly delight you store customers
    • Respecting the DNA of your brand to drive meaningful experiences, customer excitement and competitive advantage
    • Driving deep engagement and wallet share through ensuing your stores offer an immersive experience
    • Assessing which store technologies will delight your customer and offer your ROI
    • Upskilling your colleagues from store assistant to customer experience hosts
    • Establishing best practices of measuring the quality of your in-store customer experience in an insightful way
  3. Theatre B
    30 mins
    • Evaluating new innovations in augmented and virtual reality after years of hype
    • Creating immersive experiences for your customer to ensure your share of their wallet
    • Taking an omnichannel approach to AR VR
    • Overcoming technological challenges that AR VR presents
    • Predicting where AR VR is headed to capitalise quickly on future developments 
  1. Headline Theatre
    30 mins
    • What are you hearing from your members as the key deliverables in sustainability?
    • Is it possible to align sustainability with a strong consumer offer?
    • What strategies will allow you to achieve company-wide buy-in to your sustainability initiatives?
    • What are the most effective ways to communicate your sustainability practices to your customers and align them to your brand promise?
    • How can you best make and keep a commitment to net zero?
    • How can you measure the success of your sustainability measures?
    • Which technologies can assist retailers in being more sustainable?
    • Will customers still pay more for sustainable products in the current economy? 
    • What legislation should retailers be focussing on in the area of sustainability? 
    • How can you balance pressure on sustainability/net zero targets with cost to serve/produce? 
  2. Theatre A
    30 mins
    • What matters most in the customer experience when using mobile apps?
    • What would make a Gen Z consumer obsess over a retailer’s mobile app and why?
    • What gamification aspects do the Gen Z enjoy the most and what can retailers learn from this?
    • Why do Gen Z love the consumer experience with reality tv apps and what can retailers learn from this ?
    • What consumer experience is missing from retailer apps and how can retailers best fill the gap ?
    • How can retailers create loyalty and repeat purchasing behaviour through their mobile apps?
    • Why do some consumers disengage with a mobile apps and what can retailers do to prevent this?
    • How do different genders respond differently to mobile apps and customer experience?
    • How will retail mobile apps evolve over the next three years and what should retailers be doing today to stay ahead of the pack?  
  3. Theatre B
    30 mins
    • Evaluating which areas of a retail organisation AI can benefit the most
    • Achieving internal buy-in for AI investment and ensuring your culture will enable AI to flourish
    • Building an AI implementation strategy that delivers real ROI, cost reduction and improved efficiency
    • Overcoming key AI execution challenges faced by the majority or retailers
  1. Headline Theatre
    45 mins
    • What does a successful hybrid or work from home strategy look like in retail and how can technology help this?
    • How can you reposition your culture to maximise workforce motivation, innovation and happiness in times of uncertainty?
    • How can you create supportive working environments to inspire colleagues during times of disruption?
    • Which new recruitment methods and technologies offer the best results in the face of the recruitment crisis?
    • How are key job descriptions in retail changing to reflect the current period of disruption?
    • How can you approach workforce retention, benefits and reward in the face of the cost-ofliving crisis?
    • What does quiet quitting look like in retail and how should you respond to it?
    • How can you respond to the lack of European workers due to Brexit?
    • How is the gig economy changing how retail workforce are being hired and how can technology help?
    • What does work-life balance look like in the 2023 retail industry and how can leaders deliver it?
    • How can retail improve its reputation as an attractive longer-term career choice?
  2. Theatre A
    45 mins
    • How can retailers harness data to improve the customer proposition and add business value? 
    • How can retailers combine all their data to achieve a deeper understanding of their customers?  
    • How can data be used more effectively for personalisation and customer experience?  
    • How can retailers move effectively from data management to achieving real insight for intelligent decision making? 
    • How far should retailers go to clean their data? 
    • What are the simple steps retailers can take to assess vulnerability of their data? 
    • How can retailers build up customer data platforms more efficiently?
    • Which technologies offer retailers the best ROI when managing their data? 
  3. Theatre B
    45 mins
    • How will retailers be using the metaverse by 2028?
    • How will artificial intelligence be used in five years’ time by retailers that it is not used today? 
    • What proportion of deliveries will be made by robots, drones and autonomous vehicles by 2028? 
    • How will social media use by retailers develop over the next five years? 
    • What new innovations in retail automation will we see by 2028? 
    • How can we expect the retail checkout experience to develop over the next five years?  
    • How will augmented reality be used by retailers by 2028? 
    • How will the retail payment landscape develop over the next five years? 
    • Which sustainability innovations will make the most impact by 2028?
    • What new innovations in voice ordering will we see over the next five years? 
  1. Champagne Bar
    120 mins

    big reunion party

  1. Headline Theatre
    30 mins
  2. Theatre A
    30 mins
    • Evaluating how effective supply chain sustainability can help you achieve net zero by 2030
    • Creating a supply chain sustainability strategy that will engage your team and have maximum sustainability impact
    • Assessing how retailers can collaborate on the supply chain sustainability challenge and manage risk
    • Implementing upcoming EU legislation into your supply chain sustainability strategy
    • Using technology innovation for supply chain transparency
    • Understanding how to measure and communicate your sustainability progress in an effective and believable manner
  3. Theatre B
    30 mins
    • Assessing the shift in power from retailer to customer in terms of payment choice
    • Understanding what customer payment expectations are in 2023 both instore and online
    • Assessing the benefits of each payment option and deciding which ones to offer
    • Driving more transactions through meeting your customers high payment expectations
    • Evaluating how to transact more easily on social commerce
    • Predicting what new payment options customers will demand in the future to stay ahead of the curve
  1. Headline Theatre
    20 mins
    • Re-evaluating customer expectations of omnichannel experience in 2023 and beyond
    • Achieving a big shift in your internal thinking and culture to place exceptional omnichannel experience at its core
    • Rethinking your single customer view to build a truly accurate profile that makes customers feel valued across channels
    • Exceeding customer expectations to stand out from the crowd and drive loyalty
    • Assessing which technologies will offer you the best ROI to drive omnichannel experience further  
  2. Theatre A
    20 mins
    • What are the key pain points you have experienced within your supply chain that RFID has helped you overcome? 
    • How did you go about choosing a solution provider to work with on RFID and what did the relationship look like? 
    • What did the implementation and roll out process look like and how long did it take? 
    • What RFID challenges did you encounter and how did you best overcome them? 
    • What results have you seen in terms of stock accuracy, loss prevention, increased sales and increased efficiencies as a result of your RFID implementation? 
    • How did RFID help you solve supply chain challenges brought about by Covid 19?
    • How can retailers have a more omnichannel approach to RFID? 
    • What new advancements are we seeing in RFID and how will they benefit supply chain management?
    • How is RFID likely to develop over the next three years and how should retailers be preparing for it today?     
  3. Theatre B
    20 mins
    • Understanding which payment options are available to the retailer in 2023
    • Evaluating the key criteria to ensure you chose the right payment options for your business and your customers
    • Choosing the right partners to help you make informed decisions
    • Ensuring costs are under control when rolling out your payment choices 
  1. Headline Theatre
    30 mins
  2. Theatre A
    30 mins
    • Achieving a deeper understanding of why returns happen and how this differs between channel and category
    • Assessing the opportunity to reduce costs and drive sustainability for your business through charging for returns
    • Deciding whether charging for returns is worth the risk by understanding the threat it presents to sales
    • Subsidising environmentally friendly returns options to encourage returns payment  
    • Communicating your reasons for charging in a clear and effective manner in line with your customers’ preferences and values
    • Measuring the impact of charging for returns on your business both financially and it terms of reputation
  3. Theatre B
    30 mins
    • How are retailers responding to ESG demands in 2023 and how has this developed over the last three years of disruption? 
    • What does an effective social purpose strategy look like for a retailer and what is your organisation doing in this space? 
    • Why should retailers approach social purpose within their payments and checkout strategy and what does a good implementation look like?    
    • How can retailers take a more omnichannel approach to micro-donations? 
    • What impact have you seen of your micro-donations on the communities they serve, your customers and on your workforce?
    • How have micro-donations been used to support the humanitarian relief efforts from major appeals and campaigns? 
    • How will social purpose evolve over the next three years within retail payments and checkout and what can retailers do today to prepare?    
  1. Headline Theatre
    30 mins
  2. Theatre A
    30 mins
    • Re-evaluating attraction, recruitment, onboarding and retention policies in the face of huge labour shortages
    • Understanding the real impact of Brexit on securing seasonable supply chain and delivery workers for peak trading
    • Assessing how to deal with strike action more effectively so you are fully prepared to exploit peak
    • Offering more flexibility to workers in an economic way to maximise retention, drive engagement and protect your business
    • Understanding the impact of the cost-of-living crisis on your peak workforce initiatives
  3. Theatre B
    30 mins
    • Understanding the role of cryptocurrency in the retail payments landscape and what opportunities it brings
    • Understanding what proportion of retail payments are already being made in cryptocurrency and which retailers accept it
    • Assessing what retailers can do today to capitalise on the cryptocurrency and central bank digital currency opportunity to attract more customers
    • Evaluating what needs to be done to change that perception that cryptocurrency and CBDC are risky
    • Building relationships with key partners to ensure a smooth transition
    60 mins
  1. Headline Theatre
    30 mins
    • You’ve been heading up Iceland’s online business since 2016 growing it from under £100m-£1billion in five years.  What have been the highlights for you on that journey and the key lessons learnt?
    • Which key eCommerce pitfalls would you recommend other online retailers watch out for in particular in order to keep their costs down?
    • Over the last few years retail has experienced a shift to eCommerce growth.  How has Iceland embraced that opportunity and what did the journey and transformation look like?
    • How has the eCommerce shift impacted Iceland’s ability to lower costs over the last three years of disruption?   
    • You also head up digital marketing for Iceland.  What new digital marketing opportunities do you feel offer retailers the best ROI in 2023? 
    • Iceland has over 1000 stores and around 33,000 employees so how have you been able to build the right culture and company mindset to capitalise on the eCommerce opportunity? 
    • Iceland also owns the 150+ Food Warehouse stores.  What are your eCommerce plans for that brand?   
    • Iceland has won awards in the area of innovation.  Are there any new eCommerce innovations you feel stand out as a real opportunity to lower costs?
    • Iceland makes more than half a million deliveries a week.  What advice would you give to other retailers in their delivery strategy? 
    • How will Iceland’s eCommerce business develop in the next three years and what are you most excited about? 
  2. Theatre A
    30 mins
    • How can retailers shift their mindset from anticipating problems to building flexibility and adaptability in volatile and complex environments?
    • How can retailers become more creative to find new supply chain solutions that keep costs down?
    • Which new technologies can help retailers be more flexible and adaptable in their supply chain?   
    • How can retailers achieve sufficient supply chain visibility and recognise challenges end to end?
    • Which innovations will allow retailers to achieve true insight from their supply chain visibility?
    • What new options should retailers be looking at in terms of where they buy their stock to shorten lead times? 
    • What key lessons has Covid and the Ukraine war taught retailers about supply chain flexibility and adaptability? 
    • How are retailers adapting to the driver shortage especially around peak trading?
    • What opportunities should retailers be looking at to share supply chain costs with other retailers? 
  3. Theatre B
    30 mins
    • How did omnichannel loss prevention strategy change during Covid and how has it evolved since then? 
    • How is the increase in returns impacting retailers from a fraud perspective ?
    • How can retailers improve their returns processes to reduce risk?
    • How can retailers achieve greater intelligence into their level of vulnerability to fraud and financial crime through simple steps?
    • Which countries are most security risks coming from and how should retailers respond to this? 
    • What new technology innovations can retailers use to protect themselves more effectively from increasing threats? 
    • How can retailers best protect their brand reputation with the mitigation measures they deploy?
    • Where should retailers be investing in their legacy infrastructure to reduce their risk?  
    • How can smaller retailers with smaller budgets best protect themselves from retail risk-related crime? 
    • How has the trend towards hybrid and remote working changed the trading risk landscape and what can retailers do about it?
  1. Headline Theatre
    30 mins
    • Assessing how to evolve the bricks and mortar space in view of the shift to online
    • Understand what your customers see real value in that you cannot do online
    • Evaluating which immersive, experiential technologies will drive customers to come into your stores
    • Upskilling the brands and retailer’s colleagues to become passionate brand ambassadors and customer engagement experts
    • Rethinking the size and location of stores in the post-Covid environment
    • Assessing how to make your stores more of a destination  
  2. Theatre A
    30 mins
  3. Theatre B
    30 mins
    • Understanding the real impact of a challenging economy on payment fraud
    • Evaluating how retailers can stay nimble to combat evolving fraud risks with technology
    • Assessing how Machine Learning and AI offer new opportunities to prevent fraud and what best practices look like
    • Evaluating how fraudsters are developing their tactics and how retailers can respond more effectively 
    • Understanding how the payment fraud technology landscape will evolve in the medium term and what retailers need to do today to stay ahead of the curve 
  1. Headline Theatre
    30 mins
    • What are the key differences between an omnichannel mindset and a pureplay one?
    • What key advantages do pureplay retailers have over their omnichannel competitors?
    • What are the key elements of a strategy to move your thinking to a pureplay one? 
    • How can you sell the benefits of acting like a pureplay to the board? 
    • How can you create the right culture internally for your colleagues to embrace a shift in their way of working and keep up with the pace of change ? 
    • How to achieve a fail fast mentality when your colleagues are not used to it? 
    • How can measure the success of your strategy to ensure it is actually driving sales and market share? 
    • How can omnichannel retailer ensure agility is at the heart of everything they do? 
    • How can you best avoid key barriers and slowness to ensure your strategy stays on track? 
  2. Theatre A
    30 mins
    • Paul will provide an outlook on the key themes retailers will need to address in 2023
    • KPMG believes the 3 macro-themes People, Planet and Profit will feature prominently in the year ahead
    • Managing the tensions and embracing the harmonies between these themes will be crucial for success
    • Understanding the real impact of Brexit on a UK-based retailer’s supply chain
    • Using supply chain innovation, flexibility and agility to respond to Brexit hurdles
    • Establishing best practices of reducing supply chain costs in the face of the Brexit challenge
    • Assessing how best to meet the challenge of European staff shortages especially around peak
    • Predicting which new Brexit-related challenges to expect going forward    
  3. Theatre B
    30 mins
    • Evaluating how to take just walk out technology to the next level for further customer convenience
    • Overcoming key challenges within self-service checkout to minimise customer frustration
    • Using a mix of technology innovation and human interaction to create the ultimate checkout experience
    • Evolving the scan as you shop opportunity to drive further engagement and convenience
    • Predicting what the frictionless store checkout experience of 2026 will look like to stay one step ahead
  1. Headline Theatre
    45 mins
    • What key lessons has Covid 19 taught omnichannel retailers? 
    • How are UK omnichannel retailers adapting to the Brexit landscape and where is this headed?
    • What have omnichannel retailers learnt about their customers from recent economic disruption? 
    • What new opportunities has recent disruption presented to omnichannel retailers?
    • Which retailers have been flourishing during the last three years and what can we learn from them? 
    • With the benefit of hindsight, what should omnichannel retailers have done differently over the last three years? 
    • What retail leadership and culture strategies worked over the last three years and which didn’t? 
    • What has the last three years taught omnichannel retailers about supply chain strategy? 
    • Which technologies have been crucial to omnichannel survival over the last three years?  
  2. Theatre A
    45 mins
    • How can you work out your customers’ expectations on delivery in today’s disrupted economy?   
    • How can retailers find the right balance between meeting customers’ delivery expectations, offering choice and remaining profitable?
    • What are the best options for retailers to reduce the cost of customer delivery?  
    • How can retailers create an effective delivery pricing policy when there’s such high expectations for free delivery? 
    • How important is deliver from store in today’s retail environment?
    • Which technologies offer the best ROI for reducing delivery costs? 
    • What are the most effective options for making customer delivery more environmentally friendly? 
    • What key developments have there been in robot and drone delivery in the last three years and where is this headed?
    • What are the key considerations for retailers when choosing delivery partners?
    • What new innovations should retailers be looking at to improve delivery tracking and communicating with the customer?   
  3. Theatre B
    45 mins
    • What new payment options will customers have by 2028? 
    • How will the checkout experience of 2028 be different from today both in store and online? 
    • How will the cryptocurrency opportunity develop over the next five years? 
    • What changes are we likely to see in buy now pay later by 2028? 
    • What proportion of retailers will be taking cash payments in five years’ time and which categories of retail will this apply to?
    • What will a digital wallet look like by 2028 that is different from today? 
    • How will loyalty schemes impact the retail payments landscape over the next five years? 
    • What key steps can retailers take today to capitalise on the payments landscape of 2028?