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09:00
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30 mins
09:30
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Headline Theatre7 mins
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Theatre A7 mins
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Theatre B7 mins
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09:37
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Headline Theatre10 mins
Sponsored by :
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Theatre A3 mins
Sponsored by:
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Theatre B3 mins
Sponsored by:
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09:40
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Headline Theatre30 mins
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Theatre A30 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
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Theatre B30 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
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10:20
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Headline Theatre20 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
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Theatre A20 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?
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Theatre B20 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?
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10:50
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Headline Theatre30 mins
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Theatre A30 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
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Theatre B30 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
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11:30
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Headline Theatre30 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
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Theatre A30 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
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Theatre B30 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
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12:00
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LUNCH & NETWORKING60 mins
13:00
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Headline Theatre5 mins
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Theatre A5 mins
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Theatre B5 mins
13:05
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Headline Theatre30 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
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Theatre A30 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?
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Theatre B30 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?
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13:45
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Headline Theatre30 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
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Theatre A30 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
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Theatre B30 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
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14:25
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Headline Theatre30 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?
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Theatre A30 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?
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Theatre B30 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
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15:05
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Headline Theatre45 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?
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Theatre A45 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?
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Theatre B45 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?
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15:50
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Headline Theatre10 mins
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Theatre A10 mins
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Theatre B10 mins
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16:00
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Champagne Bar120 mins
09:00
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30 mins
09:30
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Headline Theatre7 mins
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Theatre A7 mins
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Theatre B7 mins
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09:37
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Headline Theatre3 mins
Sponsored by:
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Theatre A3 mins
Sponsored by:
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Theatre B3 mins
Sponsored by:
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09:40
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Headline Theatre30 mins
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Theatre A30 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
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Theatre B30 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
- Predicting what new payment options customers will demand in the future to stay ahead of the curve
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10:20
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Headline Theatre20 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
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Theatre A20 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?
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Theatre B20 mins
- How can retailers quickly achieve an understanding of how open banking benefits both them and their customers ?
- How can retailers build and open banking strategy effectively and integrate it into their existing payments strategy?
- What can retailers do to ensure open banking speeds up payment, drives customer experience and reduces costs?
- How can retailers tie open banking to loyalty?
- Why should retailers prioritise open banking as opposed other options?
- What key mistakes do retailers make with open banking and how can they best be avoided?
- What will open banking look like for retailers in the future and how can they get there?
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10:50
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Headline Theatre30 mins
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Theatre A30 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
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Theatre B30 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?
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11:30
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Headline Theatre30 mins
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Theatre A30 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
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Theatre B30 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 opportunity to attract more customers
- Evaluating what needs to be done to change that perception that cryptocurrency is risky
- Building relationships with key partners to ensure a smooth transition
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12:00
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LUNCH & NETWORKING60 mins
13:00
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Headline Theatre5 mins
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Theatre A5 mins
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Theatre B5 mins
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13:05
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Headline Theatre30 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?
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Theatre A30 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?
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Theatre B30 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?
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13:45
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Headline Theatre30 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
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Theatre A30 mins
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Theatre B30 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
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14:25
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Headline Theatre30 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?
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Theatre A30 mins
- 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
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Theatre B30 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
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15:05
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Headline Theatre45 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?
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Theatre A45 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?
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Theatre B45 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?
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15:50
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Headline Theatre10 mins
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Theatre A10 mins
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Theatre B10 mins
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