Headline Theatre sponsor

Bolt

Theatre A sponsor

schneider

Theatre B sponsor

workforce
Loading
09:40
  1. Headline Theatre
    30 mins
    • LEADERSHIP & CULTURE
    • Evaluating how retail leadership has evolved over the last two years
    • Understanding the key qualities required to thrive in the face of uncertainty
    • Creating a highly engaging company culture
    • Ensuring laser focus on growth, profit and market share
    • Predicting where retail is headed in the short term and adapting your leadership strategy accordingly
  2. Theatre A
    30 mins
    • ECOMMERCE GROWTH & OMNICHANNEL
    • Understanding the real reasons for the recent growth of marketplaces
    • Assessing where to invest for the best ROI
    • Comparing and contrasting the benefits of different marketplace players 
    • Evaluating whether marketplaces are a retailer’s best bet for ends of lines
    • Persuading customers to choose your products in a marketplace of huge customer choice
    • Evaluating the key fulfilment choices when collaborating with marketplaces
  3. Theatre B
    30 mins
    • INNOVATION & TECHNOLOGY
    • Understanding the real benefits that AI can provide to a retail business
    • Avoiding using AI for AI’s sake
    • Assessing how to build and implement a clear AI strategy that delivers ROI
    • Creating the right culture for AI innovation to thrive
    • Predicting how AI will develop to allow retailers to quickly capitalise on future benefits and drive market share
10:20
  1. Headline Theatre
    20 mins
    • LEADERSHIP & CULTURE
    1. Can you give everyone a quick overview of what the Secret Leaders podcast is, and which retailers have featured on it?
    2. What key lessons has the podcast taught you about successful leadership both within retail and in other sectors?
    3. What are the key leadership mistakes your interviewees have made that you’d advise retailers to watch out for in their leadership style?
    4. What have you learnt from the podcast about creating the right culture for a successful business?
    5. How can retail leaders maintain the right culture whilst embracing the trend towards work from home?
    6. Can you give everyone a quick overview of your eCommerce business Heights and why you chose a subscription model?
    7. How important has the influencer marketing been to the success of Heights?
    8. How would you describe your leadership style and the culture at Heights and how has it been impacted by your podcast interviewees?
  2. Theatre A
    20 mins
    • ECOMMERCE GROWTH & OMNICHANNEL

    The interviewer will ask the interviewee some of the following questions :

    1. What is the purpose of a bricks and mortar store in 2022?
    2. How has the Coronavirus impacted the role of the store over the last two years?
    3. Should omnichannel retailers now be viewing their stores as more of a showroom?
    4. What is the optimal physical and digital footprint for successful omnichannel retailing?
    5. Should retailers rethink the role of their stores during peak trading?
    6. How will click and collect and dark stores evolve in the medium term?
    7. How can we ensure customer experience remains at the very core of our stores strategy?
  3. Theatre B
    20 mins
    • INNOVATION & TECHNOLOGY

    The interviewer will ask the interviewee some of the following questions:

    1. How can retailers effectively put innovation and agility at the very heart of their culture and keep staff engaged on it?
    2. What are the best strategies for retailers to proactively collaborate with start-ups?
    3. How can retailers choose which new innovations and disruptors will become mainstream and are worth their time and investment?
    4. How can retailers ensure their innovation strategy actually helps them differentiate and not just play catch up?
    5. How can retailers learn how to fail and succeed fast and remain agile?
    6. Which recent technology innovations should retailers pay the most attention to in 2022? 
    7. Which new skills should retailers be learning to ensure they remain innovative going forward? 
10:50
  1. Headline Theatre
    30 mins
    • LEADERSHIP & CULTURE
    • Why a meaningful wellbeing strategy is crucial for today’s people leaders
    • Evaluating the direct impact employee wellbeing has on the success of retail
    • How to build the foundations to create a thriving, happy workforce
    • Understanding how upskilling retail leaders in mental health issues is key
    • Avoiding the key mistakes retailers can make with their approach to wellbeing
    • How retailers can build on the progress they’ve made in wellbeing for the future
  2. Theatre A
    30 mins
    • ECOMMERCE GROWTH & OMNICHANNEL
    • How putting digital first delivered not only £100m+ of new sales but transformed a broken business towards No1 in the world.
    • How using technology to understand colleagues and customers’ needs drove eight consecutive years of profit growth.
    • What does ‘CARE’ mean for you and your organisation and why at Dreams it was the core to the transformation.
  3. Theatre B
    30 mins
    • INNOVATION & TECHNOLOGY
    • Assessing how AR mobile vouchering gives the customer a personal connection to the store
    • Measuring (to the penny) the cost of any promotion by exploiting the rich data available
    • Understanding how brands can put promotions straight into their consumers' hands
    • Evaluating what hyper-personalised offers will mean for your business as new trading laws restrict in-store promotions
    • Using AR to save customers money, increase sales and loyalty and save retailers time
    • Understanding how AR blends the digital and physical shopping worlds and is the next step in a unified commerce approach
11:30
  1. Headline Theatre
    30 mins
    • LEADERSHIP & CULTURE
    • Understanding how sustainability is impacting shoppers’ behaviour and how it impacts a retailer’s business
    • Evaluating what an effective sustainability strategy looks like in the retail sector and how retailers can navigate it
    • Assessing how to implement a sustainability strategy and achieve companywide buy-in
  2. Theatre A
    30 mins
    • ECOMMERCE GROWTH & OMNICHANNEL
    • Driving customer experience through maximising customer support for the online shopper
    • Re-evaluating the consensus that customers want to be left alone when shopping online
    • Blending the best of online and in store service to drive conversation rates through one-to-one appointments
    • Using technology to overcome Covid- related omnichannel challenges and create new opportunities
    • Maximising efficiencies so the best colleagues can reach as many customers as possible
  3. Theatre B
    30 mins
    • INNOVATION & TECHNOLOGY

    The moderator will ask the following questions as well as asking the audience to offer some questions of their own

    1. How has workforce management innovation been used to drive employee engagement, productivity and wellbeing during a global pandemic?
    2. Which new workforce management innovations are driving the most employee retention in 2022?
    3. How can workforce management be used effectively to maximise employee wellbeing?
    4. How will workforce management develop by 2025 and what should retailers be doing today to prepare?
    5. What are the key mistakes retailers often make with workforce management deployments and how can they best be avoided?
12:00
  1. Lunch and Networking
    60 mins
13:05
  1. Headline Theatre
    30 mins
    • LEADERSHIP & CULTURE
    1. For those who are not familiar with Gener8, can you give us a quick summary of the company, your business model and what has been achieved to date? 
    2. Tinie,-Sam’s pitch on Dragon’s Den was described by the Dragons as the best pitch ever and secured investment from three Dragons.  What made you want to invest in Gener8 and become a partner in the business?   
    3. You’ve mentioned in the past that your current aim is to turn Gener8 into a £1 Billion business by 2030.  How do you plan to achieve that? 
    4. Tinie- How have you diversified in business to thrive during the pandemic? 
    5. Gener8 went viral during the pandemic.  How has this explosive growth impacted building your team and leading its culture?   
    6. Gener8 is a new, disruptive technology innovation for consumers to easily make money online.  What other new innovations do you think retailers should take the most notice of in the next 18 months?    
    7. Tinie- you’ve recently been quoted as saying NFTS can free musicians from slavery.  What did you mean by that and what are the wider implications of NFTs for the eCommerce industry?  
    8. Sam-You are currently advising the government on data and privacy. How do think things will develop and what does that mean for retail in general and retail marketing?
    9. How will Google's plan to ban 3rd party cookies by the end of 2023 will impact Gener8? 
    10. Open to the audience for questions  
  2. Theatre A
    30 mins
    • ECOMMERCE GROWTH & OMNICHANNEL
    • Explore the new purpose of retail and how it helps people in the evolving world we find ourselves in
    • The growing trend of m-commerce and how stores interact with our devices
    • What makes physical stores a real destination to stand out from the crowd and drive footfall?
    • Assessing where the store of the future lies within the omnichannel strategies of tomorrow
    • Evaluating how customer experience will develop in the store of the future and placing it at the heart of the retail store strategy
    • Predicting which technological innovations will deliver the best ROI in the store of the future
  3. Theatre B
    30 mins
    • INNOVATION & TECHNOLOGY
    1. What did your customers learn from pandemic-related store closures and the pivot to online sales? 
    2. How can retailers with a large physical store estate gain competitive advantage over their pureplay rivals? 
    3. What great examples are there of retailers that have used technology innovation to enhance the in-store experience? 
    4. How can personalisation best be achieved within the bricks and mortar shopping environment? 
    5. Where should retailers start on their journey of harnessing and making the most of their data?
    6. How should retailers approach combining online and offline data to drive true omnichannel sales? 
    7. How can retailers build a cloud-first mentality and ensure it remains at the heart their retail strategy? 
    8. What does the future hold for systems in the cloud and how can we get there?
13:45
  1. Headline Theatre
    30 mins
    • LEADERSHIP & CULTURE
    • Understanding how to foster an engaging retail culture through effective internal communications
    • Uniting global employees around the same values and goals to drive productivity and success
    • Establishing best practices of bridging the physical and mental distance between headquarters and a global stores network
    • Evaluating how to ensure global employees truly understand your company brand and DNA
  2. Theatre B
    30 mins
    • INNOVATION & TECHNOLOGY
    • Achieving a comprehensive, accurate view of your data to drive business transformation 
    • Making more informed planning decisions through a deeper understanding and visibility of your present circumstances
    • Uncovering areas for growth and expansion through innovative thinking
    • Moving from a sustainable start-up to sustainable retail leader
  3. Theatre A
    30 mins
    • ECOMMERCE GROWTH & OMNICHANNEL
    • Understanding what a high level omnichannel strategy looks like in 2022 retailing
    • Assessing how to transform effectively from multichannel to full omnichannel and how to define success
    • Evaluating how to overcome the key challenges that omnichannel transformation presents

    • Ensuring your transformation initiatives deliver real ROI

    • Discussing the next steps for a global clothing brand on their omnichannel journey 

14:25
  1. Headline Theatre
    30 mins
    • LEADERSHIP & CULTURE
    • Evaluating the technology, tools and culture that help retailers become faster and more flexible
    • Bridging the gap between technology and people to implement a new agile way of working
    • Understanding the fresh thinking, challenges, risks and compromises of prioritising organisational agility
    • Aligning people, technology and finance under a common objective to enhance the omnichannel experience.
    • Assessing the business, technology and customer benefits for retailers who want to deliver Unified Commerce and omnichannel solutions in store themselves.
  2. Theatre A
    30 mins
    • ECOMMERCE GROWTH & OMNICHANNEL
    • Evaluating how to engage 100% of in-store customers
    • Assessing whether to prioritise customers retuning more frequently or getting them to spend more money
    • Understanding how to identify your customers and how to get them to purchase products with more margin
    • Extending customer engagement across channels and ensuring they benefit in their channel of choice
  3. Theatre B
    30 mins
    • INNOVATION & TECHNOLOGY
    • Discovering emerging technologies and cutting-edge research that academic partnerships and their labs are developing
    • Understanding how to effectively partner and leverage the deep technical talent pool via academic collaborations
    • Establishing best practices for collaboration including partnerships with global retailers and service providers
    • Getting inspiration from the broader opportunities that academic partnerships can create for next-generation talent attraction and career paths

     

15:05
  1. Headline Theatre
    45 mins
    • LEADERSHIP & CULTURE

    The moderator will ask some of the following questions as well as asking the audience to offer some questions of their own :

    1. Which new technological innovations will have the most impact on retail by 2025?
    2. What will the relationship between stores, online and omnichannel look like in three years' time?
    3. How will customer expectations and customer experiences change by 2025?
    4. What will customer delivery look like in three years' time?
    5. How will retailers attract customers to their stores in three years’ time and how will the role of the store evolve over that time. 
    6. What role will the metaverse play in retail by 2025? 
    7. How will job descriptions develop within retail by 2025?  
    8. What changes will we see in payments in three years’ time?  
  2. Theatre A
    45 mins
    • ECOMMERCE GROWTH & OMNICHANNEL

    The moderator will ask some of the following questions as well as asking the audience to offer some questions of their own :

    1. Which new in-store technologies offer the highest levels customer engagement in 2022?
    2. How can retailers best ensure the store experience is more immersive and experiential?
    3. How can retailers best use technology to build theatre at the point of sale?
    4. What are the best ways to remove friction throughout the bricks and mortar shopping experience?
    5. What are the most powerful content strategies to use within digital screens and why?
    6. How can retailers effectively identify customers in-store to improve personalisation?
    7. Which in-store technologies best allow retailers to present themselves in a consistent manner across all touchpoints?
    8. Which other sectors should retail take example from when creating inspiring store customer environments?
  3. Theatre B
    45 mins
    • INNOVATION & TECHNOLOGY

    The moderator will ask some of the following questions as well as asking the audience to offer some questions of their own :

    1. How can retailers move from data management to actionable insight in an efficient and cost-effective manner?
    2. How can retailers be more innovative in capturing customer data more effectively?
    3. What does excellence in GDPR look like when managing customer data?
    4. How can retailers pragmatically build models for customer behaviour in a way that can be implemented?
    5. How can retailers identify their customers across channels without marketing permissions?
    6. What innovations are there for achieving a single customer view across channels?
    7. Which key data privacy implications should retailers be focussing on in 2022?
    8. What best practices should retailers focus on when migrating data management to the cloud?
    9. What are the key mistakes retailers make with customer data management and how can they best be avoided?
    10. Which new data security threats should retailers be paying the most attention to?
16:00
  1. Champagne Bar
    120 mins
09:40
  1. Headline Theatre
    30 mins
    • CUSTOMER OBSESSION & MARKETING
    • Assessing where the customer is in the adoption funnel for sustainable solutions
    • Understanding and testing ‘The 3 key C’s’ that drive a customer tipping point from existing to sustainable solutions
    • Setting up a parallel innovation programme to deliver sustainable innovation alongside business-as-usual innovation
    • Understanding the need to migrate the existing product or business P&L to the new shape sustainable one 
    • Busting the myths that sustainable solutions will always cost more
    • Digesting examples of sustainable fails and wins and what you can learn vs the 3 C’s 
  2. Theatre A
    30 mins
    • SUPPLY CHAIN & DELIVERY
    • Achieving a deeper understanding of how a global pandemic has disrupted retail supply chain strategies
    • Evaluating how build innovation and agility into your supply chain strategy to maximise resilience in the face of disruption
    • Assessing new ways to forecast, partner and reduce costs even in an environment of unpredictability
    • Ensuring final mile excellence that will strengthen your supply chain
  3. Theatre B
    30 mins
    • PAYMENTS & CHECKOUT
    • Driving retail business efficiencies whilst delivering a differentiated retail experience
    • Meeting consumers’ increasing demands for an easy, frictionless shopping experience
    • Evaluating how smart solutions are delivering results for both the consumer and the retailer
10:20
  1. Headline Theatre
    20 mins
    • CUSTOMER OBSESSION & MARKETING
    1. What are customers' expectations of personalisation when their journey is across multiple touchpoints?
    2. How should retailers invest effectively in the single customer view and why is that so important for customer experience?
    3. How should retailers approach building a personalisation strategy that engages customers throughout their journey and maximises opportunities for profit?
    4. What are the key data challenges that restrict effective personalisation and how can they best be overcome?
    5. How can retailers ensure their personalisation initiatives are not viewed as intrusive?
    6. Which technologies offer the retailer the best ROI for driving digital customer experience?
  2. Theatre A
    20 mins
    • SUPPLY CHAIN & DELIVERY

    The interviewer will ask the interviewee some of the following questions :

    1. What new trends have we seen in customer returns over the last two years? 
    2. How can retailers encourage trustworthy reasons for returned goods and prevent returns abuse? 
    3. What does excellence look like in a retailer’s returns policy? 
    4. How should a retailer go about communicating their returns strategy to the customer in 2022? 
    5. How can retailers best use technology to minimise the impact of returns on the business? 
    6. How can retailers best collaborate with delivery partners to minimise the cost of returns
    7. How can retailers best integrate sustainability into their returns strategies? 
    8. How should returns be managed from an omnichannel perspective? 
  3. Theatre B
    20 mins
    • PAYMENTS & CHECKOUT

    The interviewer will ask the interviewee some of the following questions :

    1. Which key value-added services are getting the most traction in the UK retail market? 
    2. Which value-added services offer the greatest benefits to the retailer and how can they best prioritise them?  
    3. How can retailers use artificial intelligence effectively to stay one step ahead of the fraudster?  
    4. Which new developments in authentication should retailers pay most attention to and why? 
    5. How can the industry optimise the strong customer authentication (SCA) experience? 
    6. How can payment providers and retailers work together effectively to unlock the value of payment data?
    7. How can payment providers and retailers collaborate effectively on subscription services?   
10:50
  1. Headline Theatre
    30 mins
    • CUSTOMER OBSESSION & MARKETING
    • Understanding the magnitude of the waste generated in the fashion industry and the reasons why it’s happening
    • Evaluating why current methods don't solve the problem and the need of for new thinking
    • Embracing the new paradigm shift of Consumer to Business
    • Understanding how Amazon & Stylumia are working together to solve the challenge through consumer centricity
  2. Theatre B
    30 mins
    • PAYMENTS & CHECKOUT
    • Driving customer engagement through making in store payments more mobile
    • Using innovative IT to boost employee engagement and improve staff interactions with customers
    • Tackling the technological considerations that will truly transform the customer journey
    • Assessing which new advances in mobile terminals will reduce abandonment whilst ensuring connectivity is maintained 
    • Evaluating how to reduce costs of acceptance and infrastructure
    • Creating a systems architecture that simplifies the transaction process for the store of the future
  3. Theatre A
    30 mins
    • SUPPLY CHAIN & DELIVERY
    1. How is your business utilizing item-level RFID within its supply chain?
    2. Before implementing item-level RFID, what pain points did your organization experience within your supply chain and why did you look at RFID to address them?
    3. After your implementation, what difference did you see in delivery compared to your original process?
    4. What impact did COVID-19 have on your supply chain and how did item-level RFID solve these challenges?
    5. Based on your journey, what 2-3 things would you encourage a retailer to consider before making the jump to item-level RFID?
    6. How is your organization looking to utilize the technology to drive more value within the supply chain going forward?
11:30
  1. Theatre A
    30 mins
    • SUPPLY CHAIN & DELIVERY
    • Evaluating key uses of RFID that will drive stock integrity and allow retailers to maximize sales opportunities across all channels
    • Assessing which uses may offer the best ROI for stock integrity
    • The do’s and don’ts of using RFID in a complex store environment  
    • Placing the omnichannel customer at the heart of the retailer’s stock strategy
    • What could the future hold for RFID in Retail?
  2. Theatre B
    30 mins
    • PAYMENTS & CHECKOUT
    • How a winning checkout and payment orchestration converts shoppers over and over again
    • Why identity-powered commerce creates more value for both shoppers and merchants
    • How opt-in shopper identity can help merchants overcome the unfair advantage of marketplaces
    • How opt-in identity will enable checkout, payments, and post-purchase experiences that are consistent and inspire shopper trust  
12:00
  1. Lunch and Networking
    60 mins
13:05
  1. Headline Theatre
    30 mins
    • CUSTOMER OBSESSION & MARKETING
    1. Why did you start Deliciously Ella and how would summarize its journey over the last nine years?
    2. How would you define Deliciously Ella today and how is that definition different from 2013?
    3. What does the Deliciously Ella community strategy look like and why has it been so successful in keeping its customers engaged? 
    4. How has your social media strategy developed over the last nine years and what advice would you give to a retailer undertaking a social media strategy today?
    5. What does brand authenticity look like in 2022 and how is this likely to develop?
    6. How important is a podcast to the marketing strategy of a retailer and what tips would you give for ensuring your customers engage with it? 
    7. How can retailers establish a strong enough brand identity to thrive even in a disruptive market?
    8. What key steps should retailer take to become a brand of purpose?
    9. How will Deliciously Ella develop over the next two years and what are you most excited about?
  2. Theatre A
    30 mins
    • SUPPLY CHAIN & DELIVERY
    1. What level of supply chain visibility is required in 2022 to drive market share and profit?
    2. How can retailers move effectively from data management to real supply chain actionable insight ? 
    3. How can retailers better understand how every part of the supply chain works together to make smarter decisions and improved ordering?
    4. How can retailers automate communications with carriers to ensure information is both dependable and timely?
    5. What does the blockchain mean for retail supply chain and what should retailers be doing to embrace it?      
    6. How can retailers get real ROI from  prescriptive analytics? 


     

  3. Theatre B
    30 mins
    • PAYMENTS & CHECKOUT
    • Evaluating how to make buy now pay later as frictionless as possible for the customer
    • Ensuring the buy now pay later option is effective across all touchpoints
    • Ensuring compliance through understanding how buy now pay later is regulated 
    • Overcoming the key mistakes retailers make with their buy now pay later implementations  
    • What BNPL means for retailers and how to execute a successful BNPL strategy
13:45
  1. Headline Theatre
    30 mins
    • CUSTOMER OBSESSION & MARKETING
    • Redefining the online and in-store customer experience 
    • Improving your customer experience strategy to differentiate from competitors and ensure brand messaging and authenticity
    • Making both online and store visits more experiential, entertaining and inspirational through face2face connectivity
    • Bringing the best of in-store to online shoppers
    • Personalising for your customers today and always
    • Increasing sales conversion, reduced cart abandonment and reduced returns
  2. Theatre A
    30 mins
    • SUPPLY CHAIN & DELIVERY
    • Why returns are on the increase in retail
    • What is the environmental impact of returns and reverse logistics?
    • What are the hidden costs of returns and how could these be mitigated?
    • What are the opportunities to reduce returns and what are the best practices?
    • What are the new and emerging technologies which could help reduce returns?
    • How can you reduce the environmental impact of returns and hence help reach your sustainability goals in a cost-effective manner?
  3. Theatre B
    30 mins
    • PAYMENTS & CHECKOUT
    1. What are the key benefits of Open Banking Payments, and when will they become a real option for consumers? 
    2. What are the key open banking use cases in the market today and how will this develop over the next two years?    
    3. What is blocking Payment Information Service within mainstream retail and how can integration and adoption be best supported? 
    4. How can retailers best ensure their customers choose open banking as a payment method? 
    5. What value does the approval by the CMA of variable recurring payments bring to the consumer and the retailer? 
    6. How can retailers consolidate payment options and payment providers to optimise costs and maximise customer choice?
14:25
  1. Theatre A
    30 mins
    • SUPPLY CHAIN & DELIVERY
    1. The title of our session mentions perishable products, could you share some more detail around the key differences between perishable vs non-perishable deliveries when it comes to the final mile?
    2. Given the perishable nature of your product, how do you go about selecting the right carriers to partner with?
    3. Is there anything beyond just selecting the right carrier that makes a tangible difference to customer experience?
    4. What else does Hello Fresh use data for in logistics?
    5. Are there any other businesses, whether perishable or non-perishable, who you look up to up in the final mile space, and what is it that wins your admiration?
    6. How, if at all, has the pandemic changed the way Hello Fresh approaches final mile delivery?
    7. What is the innovation you would most like to see to support the development of perishable delivery?
  2. Theatre B
    30 mins
    • PAYMENTS & CHECKOUT
    1. What are the key drivers and risks for putting purpose at the heart of business from a colleague, customer and brand perspective? 
    2. Given the very real challenges on society with rising costs in supply chain for retailers and increased prices for consumer ….is this being put on hold for a while or how are businesses responding ?
    3. There has been an increased focus on ESG from shareholders – which of the E, S or G are companies really focused on – is it not all about the impact of climate change?
    4. Can you highlight for those who don’t know, what the Pennies charity does and how retailers can leverage existing payment systems to support delivery of authentic purpose in action?
    5. What are the real benefits that micro donations offer to retailers, charities and technology partners?
    6. Have micro-donations been used to support the humanitarian relief efforts fall out from Ukraine crisis? Who decides ? How long would it take to change charities?  
    7. What are the multichannel considerations when leveraging micro donations? 
    8. Is 2022 a tipping point for micro-donations and what should the retail sector be doing today to prepare themselves for the ongoing landscape change?    
  3. Headline Theatre
    30 mins
    • CUSTOMER OBSESSION & MARKETING
    1. How has Coronavirus impacted customer expectations from retailers over the last two years?  
    2. Which tools and techniques can retailers use to better understand the expectations of customers in the current environment? 
    3. What do customer service teams need to do to meet these increased expectations? 
    4. How has the sustainability agenda impacted what customers expect of retailers and how should retailers respond?  
    5. How can retailers use their brand identity to meet customer expectations? 
    6. How can retailers maximise loyalty when customer expectations are so high? 
    7. How are customer expectations likely to develop over the next 18 months and what should retailers be doing today to prepare? 
15:05
  1. Headline Theatre
    45 mins
    • CUSTOMER OBSESSION & MARKETING

    The moderator will ask some of the following questions as well as asking the audience to offer some questions of their own :

    1. How will the online customer experiences of 2025 differ from 2022 and how can the industry prepare today to deliver upon them?
    2. How will AI be used to improve online customer experiences over the next three years?
    3. Which recent technology innovations will deliver the best experiences for customers online in three years times and how can retailers embrace them effectively?
    4. What will customers expect of the delivery experience in 2025 and how can this best be achieved?
    5. What role will social media play in excellent customer experience over the next three years?
    6. How will we take the best experiences of stores and translate them online by 2025?
    7. How important will AR and VR be in the online customer experience of 2025?
    8. What brand values will be a more important part of online customer experience over the next three years?
    9. How can omnichannel retailers best compete with the pureplays in the area of online customer experience?
  2. Theatre A
    45 mins
    • SUPPLY CHAIN & DELIVERY

    The moderator will ask some of the following questions as well as asking the audience to offer some questions of their own :

    1. What are customers’ expectations from delivery in 2022?
    2. How can retailers and delivery companies best manage their relationship to maximise efficiencies and reduce friction?   
    3. Which new delivery options should retailers be paying most attention to and which new ones are coming down the track? 
    4. How seriously should retailers be taking robots and drones as an effective mode of delivery?
    5. How will fulfilment by Amazon develop by 2025?
    6. How can retailers best keep the costs of delivery at acceptable levels but still meet their customers’ lofty expectations?
    7. How can retailers decide on what to charge for delivery in a demanding marketplace?
    8. How will acceptable delivery timescales change over the next three years? 
    9. What best practices should retailers adopt to maximise sustainability with their delivery strategies?
    10. How should retailers best communicate with their customers throughout the delivery process? 
  3. Theatre B
    45 mins
    • PAYMENTS & CHECKOUT

    The moderator will ask some of the following questions as well as asking the audience to offer some questions of their own :

    1. Which new innovations will we see in retail payments by 2027?
    2. What will the self-checkout vs staffed checkout vs walk out landscape look like in 2027?
    3. How will the cloud impact the payments landscape over the next five years?
    4. Which new payments methods will become expected by customers in five years' time?
    5. What proportion of store payments will be cash and credit/debit cards by 2027?
    6. How will buy now pay later develop over the next five years?
    7. How will retailers be reducing their costs of acceptance by 2027?
    8. Which new value-added payment services will dominate the payments landscape over the next five years?
    9.  How will payment security develop by 2027?
    10. What role will cryptocurrency play in within retail payments over the next five years?