2020 Agenda

Here is a snapshot of sessions for you to start getting excited about. Keep checking back as new sessions and speakers get added to the line-up.

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12:00
  1. Track One
    30 mins
    • Customer Champions
    • Ethical Warriors
    With 88% of consumers wanting brands to help them be more environmentally friendly and 73% of millennials willing to try a product that supports a cause they care about, it’s not hard to see why brand ...
12:35
  1. Track Two
    30 mins
    • Highstreet Heroes
    According to a recent study, consumers of all ages still say that going to physical stores is their first choice when making purchases. When optimising the customer journey is a key priority for any r ...
  2. Track One
    30 mins
    • Customer Champions
    • Ethical Warriors
    Customers increasingly expect the brands they shop with to have a point of view and even take a political stance. How can retailers make wider power moves that go beyond sustainability to include a br ...
13:05
  1. 60 mins
    • Digital Collaborators
    • Customer Champions

    Consumers are using several devices at once and have reduced concentration spans. With shoppers more distracted, how can retailers and brands create precise, engaging content to hold their attention? What technologies can help develop captivating content across all touchpoints? Join this lunch to find out how you can differentiate yourselves to deliver a fully connected customer journey.

    Please note this lunch is invitation only. 

  2. 60 mins
    • Digital Collaborators
    • Highstreet Heroes
    • Customer Champions

    As consumers value experience more than ever, it’s becoming increasingly important for retailers to move beyond the concept of purely transactional, and instead to social and experiential. In this lunch, we will explore how retailers can create differentiated experiences to build strong connections with consumers that reinforce brand values. We will also delve into the technologies that can help maximise customer reach in-store.

    Please note this lunch is invitation only. 

  3. 60 mins
    • Digital Collaborators
    • Customer Champions

    Predicting customer behaviour is essential if retailers are to put the right products in front of the right customer at the right time. In this lunch, we will explore what motivates customers and how this should guide investments. We will also look at how data insight is crucial to driving experience, which online tools will drive conversion and why the store could be your most valuable asset.

    To be hosted by Retail Week and IBM.

    Please note this lunch is invitation only. 

14:15
  1. Main Stage
    20 mins
    This is where we introduce our surprise speaker. A change bringer and innovator, this person will revolutionise the way you think, behave and work. We’ve had Joshua Coombes, a London based social acti ...
14:40
  1. Main Stage
    30 mins
    • Digital Collaborators
    • Highstreet Heroes
    • Customer Champions
    • Ethical Warriors
    • Talent Seekers
    Three of the UK’s most senior business leaders will share their thoughts on the key issues facing retail boards today.  We will explore how consumer behaviour and the political and economic landscape ...
15:15
  1. Main Stage
    30 mins
    • Customer Champions
    • Ethical Warriors

    As customers place more value on higher quality products that have an ethical, authentic narrative, it’s more important than ever for brands to be transparent with their funds, resources and partnerships. In this keynote, Tjeerd will share insight into the sustainable practices that are taking HEMA to the next level of retailing, and how this is driving new growth in both new and existing markets.

  2. Track Two
    30 mins
    • Digital Collaborators
    • Customer Champions
    • Talent Seekers
16:00
  1. Track One
    30 mins
    • Customer Champions
    • Ethical Warriors
    Consumers are rejecting the mass-produced and are seeking authentic, differentiated products and experiences that allow them to express their individuality. DTC brands are redefining how we connect wi ...
  2. Track Two
    30 mins
    • Digital Collaborators
    • Customer Champions
    During their eight, regular season home games, the San Francisco 49ers entertain over 60,000 fans at Levi’s Stadium in Santa Clara, California. Each game's fan experience is paramount. In his talk, Um ...
16:35
  1. Track Three
    30 mins
    • Digital Collaborators
    • Customer Champions

    Retailers are faced with an unprecedented amount of customer data; how they harness it to anticipate what customers expect and value, improve experiences and set themselves up against their competitors, is crucial if they’re going to survive. What are the techniques and technologies you can implement to better understand the data you need for a 360 view of the customer? How can you this help you generate real insight – and act on it?

  2. Track One
    30 mins
    • Talent Seekers
    To fully support digital transformation, retailers must break down silos to create a unified workforce where collaboration and innovation can thrive. How can leaders encourage a culture of risk taking ...
  3. Track Two
    30 mins
    • Highstreet Heroes
    Customers want destinations built around values and differentiation. They want their retail spaces to resonate and connect with the communities they serve. What are the strategies to creating such uni ...
17:05
  1. Track Three
    30 mins
    • Digital Collaborators
    • Highstreet Heroes
    • Customer Champions

    The rapid growth of connected devices has created unprecedented amounts of shopper data. When more than 70% of millennials and Gen Z belong to loyalty programs, how can we better engage these customers by harnessing and cultivating intelligent data to create and retain loyalty?

  2. Track Two
    30 mins
    Monitoring and promoting employee wellbeing should be a priority for all organisations, especially during times of great uncertainty and change. How can we build a successful case for wellbeing, and n ...
09:00
  1. Main Stage
    30 mins
    • Highstreet Heroes
    • Customer Champions
    • Ethical Warriors

    175 years on, the Co-op remains focussed on developing leading products, services and initiatives that are good for the planet, communities and shoppers. In her keynote, Jo will outline how the Co-op is responding to a rise in ethical consumer spending and developing new products and services to innovate and support on the things that matter. She will also reveal how they have invested to create great shops where customers need them and how they are extending their wholesale platform, franchise stores and digital channels to market. Bricks and mortar are still vital in the convenience market, but Jo will also share how Co-op is growing its reach and convenience through innovative partnerships and delivery methods, including robots, whilst creating innovative food ranges to meet new consumer trends.

09:35
  1. Main Stage
    30 mins
    This is where we introduce our surprise speaker. A change bringer and innovator, this person will revolutionise the way you think, behave and work. We’ve had Joshua Coombes, a London based social acti ...
10:10
  1. Main Stage
    30 mins
    • Highstreet Heroes
    • Customer Champions
    • Talent Seekers

    For stores to exist in the digital world, we need to revolutionise our approach to traditional retail. In this talk, we will hear insight into the approaches and strategies that Starbucks is implementing to create immersive retail experiences within each of their 31,000+ stores, and the lessons they have learn from their digital transformation journey.

11:05
  1. Track Three
    30 mins
    • Highstreet Heroes
    • Customer Champions

    With future generations of customers increasingly on the go, how can brands play a deeper role in people’s lives on the move? It’s a journey Shell’s retail business has been on for some time amid rising customer expectations, an energy system in transition and an evolving retail landscape. Hear how customer-centricity and digital disruption are key to enhancing the overall customer journey – and why continued innovation is at the very heart of how retail can remain relevant and add value.

  2. Track One
    30 mins
    • Customer Champions
    • Ethical Warriors
    Responsible business is shifting and we’re seeing a boost in demand for higher welfare, premium products. How transparent we are with our sources/suppliers and ingredients, how consistent we are with ...
11:40
  1. Track Two
    30 mins
    • Customer Champions
    • Ethical Warriors
    How can we make a longstanding commitment to becoming an economically sustainable and socially impactful organisation? How can we deeply inbred purpose inside our organisation so it’s not just values- ...
  2. Track One
    30 mins
    • Digital Collaborators
    • Highstreet Heroes
    • Customer Champions
    In this talk, we will delve into four trends shaping the industry: (1) the evolving role of the store in a connected world; (2) expectation transfer, where borrowing innovation across the industry can ...
  3. Track Three
    30 mins
    • Digital Collaborators
    • Customer Champions
    Whilst customers demand instant gratification and frictionless experiences, they also demand trust and transparency. When data should be at the epicentre of any successful business, how can we ensure ...
12:15
  1. Track Two
    30 mins
    • Digital Collaborators
    • Highstreet Heroes
    • Customer Champions
    • Ethical Warriors
    • Talent Seekers
    Meet the millennials reinventing the way we shop. These bright young things are the future of retail - if you don’t already know them, you should.
  2. Track Three
    30 mins
    • Digital Collaborators
    • Customer Champions
    The increase of connected devices has created a new on-demand consumer, driven by the search for immediacy and personalisation. When communication with shoppers is increasingly data-driven, how can re ...
12:45
  1. 60 mins
    • Digital Collaborators
    • Customer Champions

    Data is now considered one of the most important assets that a business can own. An explosion of customer data has allowed retailers and brands to more easily forge one-to-one relationships by offering tailored experiences and recommendations to customers. Managing and using data efficiently can unlock huge potential for businesses – in providing retailers with a holistic view of the customer: highlighting what they want, their budgets, where they prefer to purchase products and services, and how they want to be approached and communicated with.

    By utilising multiple data points, retailers can improve how they reach their customers, personalise their journeys and enhance their overall experience with their brand leading to higher retention rates, loyalty and repeat purchasing. Join us for an off-the-record chat about how the right technology can enable retailers to harness the power of their data in order to innovate while driving customer value and business revenue.

    Barclays will be hosting this lunch.

    Please note this lunch is invitation only. 

  2. 60 mins
    • Talent Seekers

    In this new frontier of retail, we need data scientists, technologists, machine learning specialists and above all people who bring challenge and creativity. When none of the traditional recruitment pathways tick the box, how can we rethink our strategy to reinvent the workforce and support future talent? How do we embed a digital-first culture that champions our purpose and values? Join this lunch to find out more!

    Please note this is invitation only. 

  3. 60 mins
    • Digital Collaborators
    • Talent Seekers

    With computers starting to encroach on activities we previously believed only the sophisticated human brain could handle, it is often being pondered ‘Will AI & machine learning eventually replace human thinking?’. This lunch will delve into the newest innovations in AI capabilities, their potential to change the face of commerce, and what that means for the future of your organisation and your workforce.  

    This lunch will be hosted by Openpay.

    Please note this lunch is invitation only. 

13:55
  1. Track Three
    30 mins
    • Digital Collaborators
    • Customer Champions
    • Ethical Warriors
    Former investment bankers and data geeks, Ken Price and Steve French couldn’t find the shirts they liked and decided to create their own, drawing upon their expertise in complex data systems to unders ...
  2. Track One
    30 mins
    • Digital Collaborators
    • Talent Seekers
    Retail teams are expected to manage more and more complexity, especially in a multichannel world. In many instances, our staff are managing a very different business to the one that they may have been ...
  3. Track Two
    30 mins
    • Digital Collaborators
    • Highstreet Heroes
    What are the sustainable strategies to ensure our stores happily coexist in the digital ecosystem? What new business models need to be considered to bridge the gap and revive our stores? How can cross ...
14:30
  1. Track One
    30 mins
    • Digital Collaborators
    • Customer Champions
    Owning the customer relationship allows retailers and brands leverage to increase customer lifetime value. How can we truly maximise the enormous levels of customer data and insights that loyalty sche ...
15:05
  1. Main Stage
    30 mins
    • Digital Collaborators
    • Highstreet Heroes
    • Customer Champions
    • Ethical Warriors
    • Talent Seekers
15:55
  1. Main Stage
    20 mins
    • Ethical Warriors
    Jo Fairley set out on her entrepreneurial journey in 1991 when she co-founded Green & Black’s Chocolate with a desire to “change the world one square of chocolate at a time”. Sales are now approaching ...
16:15
  1. Main Stage
    20 mins
    • Highstreet Heroes
    • Customer Champions

    Consumer confidence is low, and behaviours are changing at rapid pace, but retailers who create experiences and services have the potential to move beyond transactional retailing. In this fireside chat, Paula will explore the importance of theatre in retail, and the strategies and approaches that John Lewis are implementing to create exceptional experiences to drive customer engagement and loyalty.


 

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