Future Stores Europe 2019

22 - 23 May, 2019

Twickenham Stadium, London

Contact Us: 44 0 (20) 7368 9894

Main Day Two: The Renaissance of Physical Retail

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

Chris Field - CEO, Fieldworks Marketing

Chris Field

Fieldworks Marketing

9:00 am - 9:20 am Morning Keynote: How to best engage front line employees to provide simple and efficient customer experiences that gives your brand the competitive edge

Stuart Eames - Retail Innovation Lead, Waitrose

- Customer journey mapping: How can you seamlessly connect customer touch points to deliver a consistent brand experience when serving customers in-store?
- How can you empower your employees to confidently engage with customers and provide a best in class in-store CX?
- Creating a connected workforce: How to equip your store associates with digital tools to best communicate with customers and unlock additional services

Stuart Eames

Retail Innovation Lead

9:20 am - 9:40 am Keynote Interview: Designing spaces for social shopping: How can you revive the bricks and mortar customer offering to create the ultimate experiential retail hub that modern day shoppers demand?

Kathryn Malloch - Head of Customer Experience, Hammerson
-Developing destination shopping: How can you launch new store concepts that tie into the local community to better connect with customer life styles and drive footfall in-store?
- How can you keep up to speed with evolving consumer trends to create store spaces that meet and exceed shopper’s expectations and increase in-store dwell time?
- Building a customer community: What additional in-store offerings can you introduce to make store visits a core part of your customers leisure time?
- What is the future role of retail in today’s society and what are the key trends you need to watch to ensure your bricks and mortar business comes out on top?


Kathryn Malloch

Head of Customer Experience

9:40 am - 10:00 am Spotlight on Innovation: Creating meaningful conversations with customers: How can you use customer data from online and offline interactions to create the bespoke in-store experiences that your customers want?

Gavin Williams - Director of Product, Store of the Future, Farfetch
- How to increase your data capture capabilities to gain better insights into what, when and why your customers are buying and help them along their retail journey
- How can data-driven insights provide greater detail on customer behaviour to help you connect the dots in the customer journey and create personalised in-store customer services?
- Making in-store data rich: How can you implement data touch points around the shop floor to recognise your shopper’s in-store as well as online and enable more accurate customer insights?
- Optmising physical spaces: How can insights from customer data help you craft new store concepts and services that meet the growing demands of the modern-day shopper?


Gavin Williams

Director of Product, Store of the Future

10:00 am - 10:20 am Keynote Case Study: The rise of augmented reality in-store: How can you leverage this technology to bring luxury retail experiences to life and create customer excitement around your brand?

Simon Silva - Global Retail Experience Manager, Bang & Olufsen
- Increasing customer conversations: How can you capitalise on customer interactions with AR assisted conversations to provide catered customer experiences and drive high value transactions?
- How can AR personalise products to build customer desire and increase emotional connections to your brand offering?
- Story-telling with digital: How can augmented reality provide richer product information and reduce customer decision making timelines for luxury goods?
- How can you add AR to your in-store sales tool-kit to better showcase products and increase customer conversion rates for high-investment purchases?


Simon Silva

Global Retail Experience Manager
Bang & Olufsen

10:20 am - 10:40 am Morning Coffee Break

10:40 am - 11:00 am Inspirational Case Study: Assessing the evolving role of stores in omnichannel retail: How to design new store formats and services to maintain bricks and mortar’s critical role in your multi-channel retail strategy

Matt Price - Head of Commercial & Store Design, EE
- How to build your wider brand experience into new store concepts to deliver a holistic CX for your bricks and mortar shoppers
- How can you provide in-store services for customers at every stage of the shopping journey to solve pain points pre and post purchase and build strong customer relationships?
- How can you best sell new store concepts to your workforce and gain their buy-in to embody and promote key brand values across your store estate?
- How can you strategically expand your store estate to better connect with customers and provide additional support and services where your customers need you?


Matt Price

Head of Commercial & Store Design

11:00 am - 11:20 am In Conversation: Succeeding in destination shopping: How can you implement creative spaces in-store that enable customers to craft their own experiences that meet their personal shopping styles?

Mark Stevens - Director of Creative, Debenhams
- How can you create in-store services for customers that allow them to discover and test new products with ease?
- How can you introduce events in-store that encourage customers to engage and interact with your products and create memorable experiences that drive store sales?
- Turning your store into a social hub: How can you build a community around your store to increase you presence in the crowded retail market and keep your offering front-of-mind?
- How can you best determine what services your modern day customers demand to create a store that delivers on their shopping to-do list?


Mark Stevens

Director of Creative

11:20 am - 11:50 am Inspirational Guest Speaker: Taking an emotional approach to customer engagement: How to tap into the psyche of your customers to boost brand loyalty and catapult conversion rates across your store estate

Dr Simon Moore - CEO, Innovation Bubble
- Exploring emotional shopping: How to evoke real emotions with customer communication in-store to build real and lasting relationships with your shoppers
- How can you best identify and respond to changes in your customer’s behaviour around the shop floor to increase customer engagement?
- Creating customer-centric stores: How to keep your customer’s needs and behaviours front of mind during the design and maintenance of store formats to forge stronger relationships with your top shoppers


Dr Simon Moore

Innovation Bubble

11:50 am - 12:10 pm Morning Networking Break

Driving Smarter Retail

Creating Experiential Stores Chair: Michele Fuhs, Retail Experience Strategy Designer, Circle4x

12:10 pm - 12:50 pm Case Study Revolution: Appealing to global consumer markets: How can you design innovative store concepts to appeal to a new profile of shopper and increase your brand appeal in new markets?
Gary Bott - Head of UK and EU, Gentle Monster
How can you best design engaging pop-up formats to pique customer interest when entering new markets?

How can you best understand demographics of new consumer markets to design compelling in-store customer concepts that meet and exceed their needs?

How can you best integrate your brand voice across your shop floor to create immersive spaces for a new type of customer?

How can you bring your shop floor to life with exciting visual designs and interactive spaces to succeed in the new world of retailing?


Gary Bott

Head of UK and EU
Gentle Monster

Enhancing The In-Store Experience With Digital

12:10 pm - 12:50 pm Case Study Revolution: Elevating the customer experience: How to leverage interactive digital displays in-store to build a stronger connection between your brand and your customer base
Giovanni Flore - Digital Signage Project Manager, Benetton Michele Trevisan - Global Head of Store Design, Benetton
How can you best create digitally driven in-store concepts to better connect and communicate with your customers around the shop floor?

What is the best way to mobilise in-store payments to provide painless payment options for your shoppers?

How can you integrate user-friendly digital concepts around your shop floor to provide memorable in-store experiences for your customers?

How can you determine which customer-facing digital concepts will offer real value-add to your store offering?


Giovanni Flore

Digital Signage Project Manager


Michele Trevisan

Global Head of Store Design

Transforming Store Operations With Digital

12:10 pm - 12:50 pm Synergy Workshop: What physiological factors influence consumer behaviour and how can you tap into these to forge stronger connections to your brand?
Dr Simon Moore - CEO, Innovation Bubble

How do customer needs motivate buying behaviour?
Why do emotions outsell both pricing and product or service features?
How do non-conscious human behaviours impact customer decision making?

Join this interactive session to see examples of global brand case studies showing the impact psychology can have in terms of customer growth, retention and purchase behaviour.

Dr Simon Moore

Innovation Bubble

12:50 pm - 1:50 pm Networking Lunch Break

1:50 pm - 2:10 pm Spotlight on Retail Innovation: How can retailers increase collaboration and partner with the start-up community to gain the competitive edge with digital innovations and take customer offerings to the next level?

Christian Stephan - Head of Innovation Research, Digital Strategy & Transformation, MediaMarktSaturn N3XT
•    How can you best build an in-house innovation hub to validate new customer trends and trail new technologies and scale them across the business at speed?
•    What is the best approach to engaging with relevant start-up’s to trail new in-store solutions for your retail real estate?
•    Driving the future store CX today: How to foster an environment of open learning and knowledge sharing to deliver new customer concepts in an agile way?
•    How can the retail sector boost innovation in the marketplace with increased collaboration between retailers across pan-European boarders?


Christian Stephan

Head of Innovation Research, Digital Strategy & Transformation
MediaMarktSaturn N3XT

2:10 pm - 2:30 pm Social Shopping Case Study: Adopting social media for real-world retail: How to leverage social platforms to enhance product and brand discovery and boost customer engagement

Maureen McDonagh, - Industry Head-– Retail, Facebook
-How can you showcase your products on social media to humanise your brand and kick-start customer conversations?
- How to interact with your customers on social channels to better understand shopping desires and develop offerings to keep your brand relevant in the era of connected commerce
- How are online platforms helping to disrupt the retail space by increasing retailer discoverability to new audiences?
- How can you gain additional customer insights from interactions on social platforms to curate personalised journeys for product discovery? 
- Creating buyers without borders: How can you globalise your brand voice with platform partnerships to reach new customer bases and aid international growth?


Maureen McDonagh,

Industry Head-– Retail

2:30 pm - 2:50 pm Future Focus Case Study: Separating hype from reality: What does the future retail landscape really hold and how will the market evolve over the next 5 years?

  • Exploring the nature of retail today, how did we get here and where we are headed?
  • Where should retailers be prioritising their investments to drive further brand impact and deliver real value-add?
  • Why you should have AI and machine learning on your radar
  • Investigating consumer demands and expectations: How are evolving customer demands shaping the future retail market?
  • How are innovations in retail landscape providing new market opportunities to retailers?

2:50 pm - 3:30 pm Pure play Keynote: Online to Offline: How can connected retail reinvigorate the high street customer proposition?

Carsten Keller - VP Direct to Consumer, Zalando
- How can you build a bricks and mortar offering into your digital strategy to enable your brand voice to reach a wider demographic of shoppers?
- How to support your digital proposition with flag ship stores that enable customers to interact with your products and further build brand loyalty
- How can physical retail spaces help create new customer services and experiences and provide ‘all channel’ retail for your shoppers?
- Creating common goals between digital and physical: How can traditional and pure play retailers' partner to succeed in the current volatile retail marketplace?


Carsten Keller

VP Direct to Consumer

3:30 pm - 4:00 pm Dragon’s Den: Of the many new technologies now entering the digital space, which are the best ones to invest in to improve your in-store experience?

Chris Field - CEO Fieldworks Marketing Dr Julian Hensolt - Founder & CEO, Dresslife Jonna Fassbender - Founder & CEO, StyleScript
Assess the latest in-store innovations from start-up companies pitching their tech in a bid to win first place. Review the start-up’s technology’s benefits to your business, predict their future success and deliver their verdicts. The ultimate decision for the Dragon’s Den 2019 winner is in your hands as the audience get to vote for their favourite.
Will you find the next big thing?

Dr Julian Hensolt

Founder & CEO


Jonna Fassbender

Founder & CEO


Chris Field

Fieldworks Marketing

4:00 pm - 4:05 pm Close of Conference

4:05 pm - 5:30 pm Exclusive Tour of the new England Rugby Store at Twickenham Stadium launched in 2018 by RFU and Fanatics.

Chris Field - CEO, Fieldworks Marketing
*Limited Capacity, reservation only*

Chris Field

Fieldworks Marketing