Agenda Day 1

8:00 am - 8:45 am Registration And Coffee

8:45 am - 8:50 am Director's Welcome Address: Lucy Bradley, Editorial Director, WBR

8:50 am - 9:00 am Chairperson's Opening Remarks

Chris Field, CEO,Fieldworks Marketing
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Chris Field

CEO
Fieldworks Marketing

Transforming Omni-channel Into Unified Retail

9:00 am - 9:20 am Opening Keynote: Exploring the next evolution of omni-channel: How can you transform your inherently traditional store portfolio to boost your brand’s value proposition and continuously surprise and delight your customers?

Nigel Blunt, Head of Operations Development,Argos
  • Creating a unified commerce world for your customers:  How can you seamlessly connect customer touch points to deliver a consistent brand message across channels and create a memorable customer experience?
  • How can you best leverage consumer data to gain a deeper understanding of your shopper’s needs and deliver greater meaning along the customer journey?
  • How can you determine which additional services to implement into your omni-channel offering to create additional value-add for customers?
  • How can you get closer to your shoppers and better understand their individual customer profiles and needs?
  • Creating a configured customer journey: How can you create truly harmonised online and offline experiences to maintain a single customer view at every touch point?
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Nigel Blunt

Head of Operations Development
Argos

9:20 am - 9:40 am Board Keynote: Powering the customer journey with innovative technology: How to successfully connect the shopping journey in real time to provide a fully integrated experience across all of your customer touchpoints

Simon Dixon, Founder,Rockar
  • How can you design an agenda for technology investment priorities to focus on the right solutions for your workforce and customers and make your company more digitally operated?
  • How can you leverage technology across your touch points and services to gain a single view of each of your customers?
  • How can you develop a test and learn environment to trial new technologies for your customers?
  • How can you design and test helpful technologies for your customers that they don’t realise they need to solve real issues?
  • Future proofing your brand strategy: How can you leverage artificial intelligence to transform your customer communication and streamline your internal operations?
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Simon Dixon

Founder
Rockar

9:40 am - 10:25 am All Star Panel: Achieving customer centricity: How can you best set up your people, processes and tools to keep unified commerce front of mind and create a fluid business model that adapts in line with changing customer needs?

Craig Summers, UK Managing Director ,Manhattan Associates Alan Taylor, Head of Retail Design,B&Q Hauk Landsverk, Head of Digital Business Development,Elkjop Nordic - Dixons Carphone Rashpal Ahluwalia, Senior Manager, Digital Retail,Adidas Mark Nicholson, Head of Online and Omnichannel,O2
  • Driving change management: How can you eradicate internal silos and implement a scalable digital framework to successfully handle increasingly complicated customer and company requirements?
  • Designing the blueprint for success with digital: How can you manage the pipeline for future innovation whilst succeeding in BAU?
  • How can you devise an effective proof of concept strategy when trailing digital tools to make the biggest impact with new innovations?
  • Developing omni-channel capabilities: How can you best remove friction between business departments to deliver true brand distinction and stand out in the market?
  • How can you best organise your department and paint the picture for your future store strategy to get the full buy-in from business stakeholders?
  • How can you calculate the non-monetary value of a store to redefine your bricks and mortar offering and benefit the wider re-engagement strategy?
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Alan Taylor

Head of Retail Design
B&Q

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Hauk Landsverk

Head of Digital Business Development
Elkjop Nordic - Dixons Carphone

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Rashpal Ahluwalia

Senior Manager, Digital Retail
Adidas

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Craig Summers

UK Managing Director
Manhattan Associates

Mark Nicholson

Head of Online and Omnichannel
O2

10:25 am - 10:50 am Succeeding in digital business transformation: How can you successfully create and scale digitally driven content and impact in-store? & How can you gain internal buy-in for a marketing transformation approach towards a seamless omni-channel experience?

Fredrik Holmvik, Head of ICA Marketing Transformation Program & ICA Media,ICA
  • How can you gain a greater understanding of customer behaviour to get ahead of the curve and provide services that your customers demand?
  • Enabling and enhancing customer lifestyles: How can you deliver services that customers really value to seamlessly fit into their day to day?
  • Reducing customer legwork: How can you minimise tasks along your customer’s shopping journey to ensure that every interaction is a seamless and enjoyable experience?
  • Optimising fulfillment: How can you provide a great service in the often neglected ‘last mile’ of the shopping journey to keep your brand front of mind?
  • How can you eradicate barriers from the returns process to make returning unwanted goods painless for your customers?
  • How can you build the internal infrastructure to deliver a scalable and slick customer experience for every store?
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Fredrik Holmvik

Head of ICA Marketing Transformation Program & ICA Media
ICA

10:50 am - 11:30 am Morning Networking Break

Optimising Micro-moments Along The Customer Journey

11:30 am - 12:00 pm Interactive Interview: Succeeding in customer journey mapping: How to identify customer pain points and remove this friction along the shopping journey to heighten their experience

Chris Field, CEO,Fieldworks Marketing Jonathan Hilton, Group Head of Retail,Vodafone Andy Watts, VP, Sales & Marketing,Ecrebo
  • Creating a value-driven customer mission: How can you build relationships across the business to boost engagement for new customer experience strategies and ensure scalability and sustainability?  
  • Building customer based concepts: How can you create new store concepts based on real customer problems and provide them with solutions to help them complete their shopping missions with ease
  • Creating brand distinction with connected customer communication: How can you analyse the end to end customer experience for your shoppers to reduce friction points and built customer advocacy along the whole journey?
  • Implementing softer values: How to integrate emotional dimensions into your brand offering to increase effectiveness of customer interactions and deliver the biggest impact for your shoppers
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Chris Field

CEO
Fieldworks Marketing

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Jonathan Hilton

Group Head of Retail
Vodafone

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Andy Watts

VP, Sales & Marketing
Ecrebo

12:00 pm - 12:20 pm Case Study: Succeeding in real-time retail: How can you implement unified tools in-house to streamline retail operations and equip your workforce with insights to fuel the customer journey?

Dave Lancefield, Director of Solutions Consulting,Reflexis
  • How to provide your store associates with digital to fuel customer service capabilities in your store
  • How can you integrate new technology around the shop floor to reduce heavy lifting and free up sales associate time to build stronger relationships with your customers?
  • How can you best analyse insights from workforce technology to evaluate the performance of your wider store portfolio and pin-point areas for improvement?
  • How can you build a centralised operations hub for all your workforce tasks and processes to drive real-time insights on store performance?
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Dave Lancefield

Director of Solutions Consulting
Reflexis

12:20 pm - 12:40 pm Fire Side Chat: How can online marketplaces and physical high streets work in harmony with complimentary services as the next phase of omni-channel continues to develop?

Chris Field, CEO,Fieldworks Marketing Mei Chen, Head of International Business – Luxury and Fashion,Alibaba
  • How can retailers boost brand presence on digital platforms to support their in-store offering?
  • How can you streamline the customer experience from online channels to the in-store experience?
  • How can you best link digital and physical services to provide a seamless shopping experience?
  • How can you increase collaboration with industry players to broaden your brand appeal to a wider customer base? 
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Mei Chen

Head of International Business – Luxury and Fashion
Alibaba

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Chris Field

CEO
Fieldworks Marketing

12:40 pm - 12:50 pm Innovative Case Study: Shoppers constantly use mobiles to take and share pictures of products from your stores. How can you leverage this behaviour to engage shopper mobiles and increase sales & data?

Tahreem Arshad, CEO,SOZIE | shop2gether
SOZIE | shop2gether

  • How often and why do shoppers take pictures of products?
  • How can retailers serve picture taking behaviour to maximise sales conversion
  • in-store?
  • How can retailers activate shopper referred sales through picture sharing,?
  • What actionable insights are derived from the data captured?
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Tahreem Arshad

CEO
SOZIE | shop2gether

12:50 pm - 2:00 pm Networking Lunch Break

Creating Experiential Retail

TRACK A - Designing Human-Centric Stores

2:00 pm - 3:00 pm Case Study Revolution: Delivering immersive experiences: How to design a unique brand experience that increases store footfall and turns your target customers into a loyal fan base
Katharina Wittgen, Insights Director & Business Psychologist,Innovation Bubble Richard Lems, Director, Format & Design,Rituals Cosmetics
  • Building a customer-centric culture: How can you make customer experience front of mind for all company colleagues to fully embed a customer-first approach into your brand’s DNA?
  • Putting the experience first: How to create a shopping paradise to evoke real feelings from your customers and ensure you build a loyal customer base for life and not just for a sale
  • Becoming a lifestyle brand: How can you take a lifestyle focused approach to in-store experience to make each shopper’s trip unique?
  • Creating consistent experiences: How can you measure the performance of new store concepts to roll out successful experiences across your wider store portfolio?
  • How can you create human-centric store designs to make your shoppers trip feel personal?
  • Creating cohesive concepts: How can you consistently innovate to deliver beautiful concepts around the store that speak to each other and scale into every store?
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Katharina Wittgen

Insights Director & Business Psychologist
Innovation Bubble

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Richard Lems

Director, Format & Design
Rituals Cosmetics

TRACK A - Designing Human-Centric Stores

3:00 pm - 3:45 pm Case Study Revolution: Leveraging interactive store concepts: How to build your customers’ wider lifestyle preferences into your store design to boost engagement and drive sales
Jennifer North, Head of Customer Development,Hobbycraft Joel Pickering, Head of Marketing,Hobbycraft
  • How to launch in-store events to transform the standard shopping trip into a memorable experience and position yourself as the go-to brand for your target customer base
  • Increasing sales with customer communication: How can you encourage your store associates to collaborate with your customers in-store to build further value from your physical retail estate
  • Turning your stores social: How can you turn your store into a customer hub and frequent meeting point to deliver more customer value from your bricks and mortar beyond a platform for desirable products
  • How can you gain a deeper understanding of your customers with interactive concepts to define a store offering that takes into account their needs and wider lifestyle preferences?
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Jennifer North

Head of Customer Development
Hobbycraft

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Joel Pickering

Head of Marketing
Hobbycraft

TRACK B - Embracing Customer Centric Digital Concepts

2:00 pm - 3:00 pm Panel Discussion: Making digital friend not foe: How to select digital features that serve as an enabler to the customer conversation and not a replacement of the wanted human interactions
Simon Liss, Managing Partner - Strategy and Innovation,Omnifi Hauk Landsverk, Head of Digital Business Development,Elkjop Nordic - Dixons Carphone Chris Brooks, Managing Director,One Iota Haroun Saleemi, Head of E-commerce Manager,Quiz Clothing
  • How can you determine which digital tools offer real value-add to the in-store experience?
  • How to leverage technology as a solution for customer pain points around the store to solve common problems and  unlock new results for  your customers
  • Boosting sales in limited spaces: How can you leverage digital to sell your entire product range in small store formats?
  • How can you identify and invest in digital tools with long life spans to  easily adapt to the future needs of your customers?
  • Increasing digitally influenced physical store sales: How can you empower your store associates with endless aisle solutions to aid customer conversion and increase up and cross selling opportunities?
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Hauk Landsverk

Head of Digital Business Development
Elkjop Nordic - Dixons Carphone

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Chris Brooks

Managing Director
One Iota

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Simon Liss

Managing Partner - Strategy and Innovation
Omnifi

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Haroun Saleemi

Head of E-commerce Manager
Quiz Clothing

TRACK B - Embracing Customer Centric Digital Concepts

3:00 pm - 3:45 pm Case Study Revolution: Leveraging shopper insights: How to implement digital tools that enable you to stay close to your shoppers’ needs and better meet them at every stage of their shopping journey?
Graham Johnston, Head of Omnichannel and Digital First,Three
  • How to gain a deeper understanding of your customer’s needs to succeed in your latest in-store digital transformation project  
  • How can you get closer to your shoppers to understand their expectations when coming in store? 
  • How can you succeed in an internal cultural shift towards customer-centricity to achieve agile design that keeps up with customer demands
  • How can you break down internal barriers across the business to achieve a more collaborative way of working to fuel  a seamless customer experience 
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Graham Johnston

Head of Omnichannel and Digital First
Three

TRACK C - Streamlining Store Operations

2:00 pm - 3:00 pm Synergy Workshop: Connecting to the future
Vanessa Armstrong, Head of Marketing,Hughes Europe
Delivering a consistently high quality, in-store experience for customers is becoming dependent on the provision and availability of interactive applications that keep the customer engaged. This workshop focuses on identifying the technology options that can support always on applications and identifies best practice in deploying that technology to optimise your customers’ experience.
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Vanessa Armstrong

Head of Marketing
Hughes Europe

TRACK C - Streamlining Store Operations

3:00 pm - 3:45 pm Synergy Workshop: How can you implement IoT and Computer Vision technology to leverage shopper picture taking and sharing behaviour to maximise sales conversion in-store, convert shopper shares into sales and use captured data to boost ROI of retail square feet?
Tahreem Arshad, CEO,SOZIE | shop2gether
SOZIE | shop2gether
Meet AmazonGo for fashion. SOZIE technology seamlessly connects shopper mobiles to in-shop garments for frictionless connect, chat and checkout. For shoppers, we eliminate the pains of barcode scanning or manually typing out product details they want to save or share and waiting in line to pay. For retailers, we engage shopper mobiles, increase sales from shop footfall and activate referred sales through shopper shares.
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Tahreem Arshad

CEO
SOZIE | shop2gether

TRACK D - Transforming In-Store Customer Experience

2:00 pm - 3:45 pm Retailer Only Innovation Think Tank: Staff empowerment: The retailer’s secret weapon for transforming the store
Apple’s industry lead for retail in EMEIA shares how successful organisations have embraced mobility and delivered true transformation within their retail business via their staff.  
Identify what you need to do to ensure you are ready to empower your staff to deliver better customer experiences and work more efficiently.  

Open to 25 Head’s of Retail Operations and Experience.

3:45 pm - 4:15 pm Afternoon Networking Break

TRACK A - Designing Human-Centric Stores

4:15 pm - 5:00 pm Case Study Revolution: Implementing sensory elements: How to design your store to enable relatable demonstrations of your products and services that drives traffic in store and away from digital
Katharina Wittgen, Insights Director & Business Psychologist,Innovation Bubble Mark Dunhill, Managing Director,Whittard of Chelsea
Driven by digitalisation, the retail landscape is changing dramatically. Customers expect memorable experience, aligned across channels, and authentically matching a brand’s promise. What will be the key success factors in the future for physical retail? Digital touchpoints? Customer centric processes? Or the mind-set of your people? Discover and discuss with us what makes retail a success for brands - today and in the future.
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Mark Dunhill

Managing Director
Whittard of Chelsea

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Katharina Wittgen

Insights Director & Business Psychologist
Innovation Bubble

TRACK A - Designing Human-Centric Stores

5:00 pm - 5:45 pm Case Study Revolution: Designing scalable experiential retail: How can you roll-out new innovative store concepts at volume across your wider portfolio to deliver the biggest impact?
Penny Malm, Head of Digital Innovation and CX,Nobia Malin Tobisson, Group Stores Lead,Nobia
  • Developing strong brand messages: How can you best collaborate with your customers to design and trail effective store solutions and drive ROI for the business?
  • Making immersive retail profitable: How to best invest in creating interactive experiences for your in-store customers to boost product engagement and conversion rates
  • Blending entertainment with retail: How to create unique concepts that elevate the shopping journey to build loyal fans and drive store promotions?
  • How can you introduce digitally driven concepts across your store estate to showcase your product offering in the best way?

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Penny Malm

Head of Digital Innovation and CX
Nobia

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Malin Tobisson

Group Stores Lead
Nobia

TRACK B - Embracing Customer- Centric Digital Concepts

4:15 pm - 5:00 pm Innovation Panel: Creating an ultra-convenient in-store environment: How can you implement slick in-store processes that enable your customers to achieve their shopping goals at speed?
Chris Field, CEO,Fieldworks Marketing David Blakeney, Director of Store Development,House of Fraser Tanvi Bharadwaj, Co-Founder & CTO,MishiPay Christian Stephan, Head of Innovation Research, Digital Strategy & Transformation,MediaMarktSaturn N3XT
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David Blakeney

Director of Store Development
House of Fraser

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Chris Field

CEO
Fieldworks Marketing

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Tanvi Bharadwaj

Co-Founder & CTO
MishiPay

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Christian Stephan

Head of Innovation Research, Digital Strategy & Transformation
MediaMarktSaturn N3XT

TRACK C - Streamlining Store Operations

4:15 pm - 5:00 pm Synergy Workshop: Avoiding the Generational Iceberg: How retailers can recognise and address the rapidly changing needs of their customers, to create a more meaningful and profitable experience
Dave Blendis, Head of Strategy,Start Tim Hutchinson, Digital Experience Director,Start

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Dave Blendis

Head of Strategy
Start

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Tim Hutchinson

Digital Experience Director
Start

TRACK C - Streamlining Store Operations

5:00 pm - 5:45 pm Women in industry: What part can we all play to ensure that the retail industry is attracting, developing and retaining its female leadership talent to the benefit of our
Fiona Johnson-Davis, Managing Director,The Brand Inspiration Co.
Walking in our customers’ shoes - gender diversity leads to better business results - fact.
What part can we all play to ensure that the retail industry is attracting, developing and retaining its female leadership talent to the benefit of our customers and our businesses?
Join us for an informal, interactive and stimulating conversation on this important topic where we will discuss that doing things differently will certainly lead to different results.

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Fiona Johnson-Davis

Managing Director
The Brand Inspiration Co.

TRACK D - Connecting Consumer Touch Points

4:15 pm - 5:00 pm Synergy Workshop: Retail success factors: Human or humanoid?
Jasmine Perera, Head of Operations,RPC Erik Bellendir, Partner,RPC Alex Langhein, Business development,RPC
Driven by digitalisation, the retail landscape is changing dramatically. Customers expect memorable experience, aligned across channels, and authentically matching a brand’s promise. What will be the key success factors in the future for physical retail?
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Jasmine Perera

Head of Operations
RPC

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Erik Bellendir

Partner
RPC

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Alex Langhein

Business development
RPC

Finding The Next Big Digital Disruptor

5:45 pm - 5:50 pm Chairperson's Closing Remarks

Chris Field, CEO,Fieldworks Marketing
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Chris Field

CEO
Fieldworks Marketing

5:50 pm - 6:50 pm Networking Drinks Reception