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09:37
  1. Headline Theatre
    10 mins

    Sponsored by :
    Aptos, Sponsor grey2

     

  2. Theatre A
    3 mins

    Sponsored by: 
    maze grey back

  3. Theatre B
    3 mins

    Sponsored by:
    nuvei sponsor logo

09:40
  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
10:20
  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?     
10:50
  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
11:30
  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
12:00
  1. LUNCH & NETWORKING
    60 mins
13:05
  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?
13:45
  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 
14:25
  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
15:05
  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? 
16:00
  1. Champagne Bar
    120 mins

    big reunion party
     

09:37
  1. Headline Theatre
    3 mins

     

    Sponsored by:
    Aptos, Sponsor, grey4

  2. Theatre A
    3 mins
            

    Sponsored by: 
    maze sponsor 34

  3. Theatre B
    3 mins

     

    Sponsored by: 
    nuvei sponsor logo

09:40
  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
    • Predicting what new payment options customers will demand in the future to stay ahead of the curve
10:20
  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
    • 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?    
10:50
  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?    
11:30
  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 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
12:00
  1. LUNCH & NETWORKING
    60 mins
13:05
  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?
13:45
  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 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 
14:25
  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
    • 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
15:05
  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?