25th June 2026, Knebworth Park & Barns
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Agenda

Morning Sessions (expand for more details)

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Please head to the registration desks and collect your badge.

Welcome to RetailJam 2026 – get ready for a packed shcedule.

Journalist, broadcaster and producer across technology and consumer affairs, with a track record of high-quality reporting on television, online and in print.

A strategic dialogue on leading retail through the next era of transformation

  • Architecting organisations around the customer – not the channel
  • Embedding data and AI into decision-making at scale
  • Balancing innovation with operational resilience and cost discipline
  • Redefining customer experience as a driver of long-term enterprise value
  • Building trust as a strategic asset in an increasingly transparent world

Moderated by: David McClelland, Broadcaster & Journalist

Speakers confirmed:

Hear the growth story of Nobody’s Child, charting its evolution from a digital-first start-up to an award-winning, multi-channel lifestyle brand. Highlighting key moments of scale, the M&S retail partnership, and how the business navigated disruption while expanding responsibly.

Speaker confirmed:

Retailers now operate in constant uncertainty, with capex under scrutiny, long-term real estate risks, volatile demand, and underutilised supply chain capacity – making traditional fixed operating models increasingly unfit for purpose. In this keynote, DHL Supply Chain explores how shifting to flexible, scalable models – leveraging shared facilities, smarter capacity use, and adaptable automation – can reduce risk, protect capital, and unlock value without compromising service.

Future Leaders
Marketing
Technology
eCommerce
Sustainability
Customer
Innovation Stage

10:30 – 11:45 – TED style Talk: PerfectTed’s secret to explosive brand growth

The team behind the world’s leading matcha brand reveals how they achieved viral growth on a startup budget. From leveraging TikTok and community buzz to authentic mission-driven branding, PerfectTed’s story offers lessons on gaining outsized brand exposure. 

Speakers confirmed:

10:45 – 11:00 – TED style talk: From heritage brand to future leader

How a traditional brand reinvented itself to become a trendsetter for the future.In an era where legacy brands face increasing pressure to stay culturally relevant while embracing rapid technological change, few transformations have been as striking as that of Aston Martin. This session explores how one of the world’s most iconic automotive marques evolved from a symbol of heritage craftsmanship into a future-facing luxury brand shaping conversations around innovation, sustainability, design, and modern consumer culture.

Speakers confirmed:

11:00 – 11:30 – TED style talk: Agility in the age of disruption

Consumer behaviour is evolving faster than ever, driven by waves of disruption across social commerce, agentic commerce, and the rise of pre-loved marketplaces. From discovery to purchase, the customer journey is no longer linear – it’s community-powered, story-driven, and shaped by real-time influence.

Speakers confirmed:

Future Leaders

10:00 – 10:30 – Discovery time in the Market Place / Solutions Zone

10:30 – 11:30 – Innovation stage content

Marketing

10:05 – 11:05 – Workshops
(practical, solutions-focused sessions)

From Products to Meaning: The Renaissance of Brands in the Age of AI

AI is rapidly changing how customers discover products, compare options, and make decisions. But rather than making brands less important, this shift may actually trigger a renaissance for strong brands.

When AI becomes the interface for discovery, brands with a clear identity, story, and role in customers’ lives are far more likely to surface in the right conversations

Join Adam Fulford, Principal Consultant at Vaimo, as he explores how the role of brands is evolving in the age of AI — and why storytelling, differentiation, and authenticity will become even more important than before.

Cutting through AI noise: Winning paid search in the agentic commerce Era
Why Google holds its grip on transactional intent – and how your Merchant feed is the backdoor to winning ChatGPT’s Shopping carousels

How to use Google’s hidden control tools to train algorithms with your margins, inventory, and fulfillment costs

How to build the winning stack for profitable paid search: unified data, reconfigured teams, enabling tech

Great content, at scale: How AI is changing what’s possible

In the race to produce more content, faster, many organisations are making the same mistake – allowing AI to soften their brand instead of amplify it. The result? High volume, low resonance. In this session, THG Studios will show how the smartest marketing teams are flipping the script: using AI not to replace human creativity, but to scale it. Through real campaign examples, you’ll discover hands-on, how to build content that maintains brand authenticity at every touchpoint, producing creative that audiences actually feel, not just scroll past.

 From SEO to GEO: Understand and control how AI talks about your brand

AI is the new front door to every business. People no longer search, they ask AI.

This interactive roundtable explores how to build an effective Answer Engine Optimisation (AEO) strategy. Participants will assess how their organisation appears across leading Answer Engines and identify practical opportunities to strengthen their visibility, influence and discoverability.

We’ll discuss:

  • What information Answer Engines surface about your organisation
  • How to analyse how your organisation shows up across Answer Engines
  • Practical actions to improve discoverability, credibility and influence

11:05 – 11:30 – Discovery time in the Market Place/Solutions Zone

Technology

10:05 – 10:25 – Opening Panel

Escaping retail tech debt: modernising for future growth

This panel examines how legacy systems and “tech debt” hold retailers back, and what leaders can do to modernise their infrastructure for agility. 

Moderated by: Giles Smith

Speakers confirmed:

Roundtables 10:25 – 11:05

(intimate, peer-to-peer discussions around a focused problem statement)

Cutting through AI hype to deliver real operational impact

Where AI is genuinely improving forecasting, supply chain efficiency, and margin.

How retailers are prioritising AI projects with clear ROI and operational ownership.

Lessons from scaling AI across the organisation without inflating cost or complexity.

Storyteller: Bluebella & Medik8

Moderator:

Tackling legacy systems debt to unlock modernisation

Identifying which legacy platforms are actively limiting agility and customer experience.

How retailers are modernising in phases without disrupting day-to-day trading.

The commercial case for replacing versus extending existing systems

Storyteller: Simplehuman

Moderator:

Tsunami of code: How retail technology leaders protect quality in an AI‑accelerated world

When AI multiplies output: what actually breaks first in retail delivery?

Requirements as prompts, integration complexity, end‑to‑end assurance, and why confidence often drops as velocity increases.

Myths leaders need to challenge now…

Is AI-written code cheaper? Is it maintainable? Who owns it post‑go‑live? And what does “good” really look like at scale?

How senior teams are introducing multiple quality checkpoints, smarter testing strategies, and ownership models that keep AI-driven change under control

Storyteller: Absolute Collagen

Moderator:

Optimising payments and checkout to improve margin and conversion

How payment choice impacts conversion, international expansion, and fraud.

Reducing hidden costs across acquiring, FX, and payment failures.

Designing checkout experiences that balance speed, trust, and flexibility

Storyteller: Bravissimo

Moderator:

Creating unified commerce experiences with headless architecture

Decoupling front-end experiences from back-end systems for greater flexibility

Enabling consistent journeys across digital and physical touchpoints

Supporting faster innovation without disrupting core commerce operations

Storyteller: Ann Summers

Moderator: 

The 15% tax on silos: The cost of fragmented retail

Retailers are losing ~15% of potential sales due to fragmented inventory that isn’t visible to online shoppers (“Ghost Economy”)

Simply having “stock visibility” isn’t enough – retailers need a unified stock strategy to truly unlock growth

Integrating store and warehouse inventory turns physical stores into flexible fulfilment hubs and creates a single, actionable source of truth that boosts revenue.

Storyteller: Screwfix & Sky

Moderator: 

11:10 – 11:50 – Roundtables Round 2 

eCommerce

10:05 – 10:25 – Opening Panel 

Designing unified commerce experiences 

How leading brands are creating seamless customer journeys across eCommerce, physical retail, and social commerce.

Moderated by: Meriel Neighbour, Former Director of Technology Delivery & Transformation, River Island

Speakers confirmed:

10:25 – 11:05 – Roundtables Round 1 

(intimate, peer-to-peer discussions around a focused problem statement)

The future of eCommerce platforms

How can you balance the optimising today’s platform revenues with an AI future?

What should the AEO to Agentic journey look like?

We will use a framework to facilitate our group discussions on balancing priorities and investments to meet both today’s and tomorrow’s needs.

Moderator:

Transforming post purchase into seamless, loyalty-driving experiences

How are you using the unboxing experience to win over your customer and increase future customer acquisitions?

How are you turning your post purchase experience into a revenue driver and increasing the lifetime value of a customer?

How are you connecting post-purchase data, personalisation and brand experience into something that genuinely brings customers back, rather than just prompting them to reach for a discount code?

Storyteller: Dyson & Selfridges

Moderator:

Reducing returns through smarter AI-driven fit and sizing

Helping customers choose the right size with confidence at purchase

Using AI to reduce avoidable returns while improving conversion

Ensuring sizing tools are accurate, easy to use and trusted by customers

Storyteller: Nobody’s Child & Manors Golf

Moderator: 

Taking control of marketplace strategy

Defining the role of marketplaces within the wider ecommerce and brand strategy

Balancing growth, margin and brand control across multiple marketplace partners

Using data and tooling to manage performance, pricing and assortment

Storyteller: Paladone

Moderator: 

Navigating cross-border fulfilment in a complex trade landscape

Managing duties, taxes and delivery expectations across international markets

Reducing friction and cost in cross-border shipping and returns
Building trust through clear pricing, delivery promises and communication

Storyteller: Fitflop

Moderator: 

AI-Powered Discovery: The New Search & SEO 

Helping customers find relevant products faster through AI-driven search

Increasing engagement and conversion through personalised browsing experiences

Ensuring personalisation remains transparent, useful and trusted

Moderator: 

Mastering Cross-Border Disruption

With the EU customs changes taking effect on 1 July, what impact do retailers expect on customer experience, profitability and international growth?

What lessons can be learned from the recent USA tariff and de minimis disruption?

Where are brands most exposed as cross-border trade becomes more complex, from margin pressure and duty liability to customer experience and conversion?

What practical steps should retailers be taking now to build greater resilience into their international delivery and returns operations?

Storyteller: ASOS

Moderator: 

Inbound- the gateway to a smooth customer journey

How can you ensure products are fulfilment-ready from day one, and what impact could stronger inbound processes have on cost, speed, and operational efficiency as your business scales internationally?

Are inconsistencies in your product data creating hidden challenges across warehousing, order processing, and delivery, and what steps can you take to improve data quality, visibility, and compliance?

What practical approaches are leading retailers using to reduce friction in international fulfilment, and how can these insights help you create a smoother customer experience from inbound through to delivery?

Moderator: 

Scaling international without compromising experience

When to standardise and when to localise

The impact of localised checkout, payments, and fulfilment on conversion and AOV

Operational considerations that shape customer experience, including tax, duties, and compliance

Differences between marketplace and DTC expansion strategies

The metrics that matter when entering a new region

Storyteller: Bravissimo

Moderator: 

Omnichannel isn’t a front-end problem – it’s a data problem

The hidden integration debt that’s holding your customer experience back

Product data, pricing, customer identity, rich customer profile, loyalty and promotions — what does “centralised” actually look like in practice?

How to identify and prioritise the shared services your omnichannel strategy truly depends on

What Unified Commerce actually enables – BOPIS, BORIS, endless aisle, consistent loyalty, personalisation and promotions across every touchpoint

In-store, online, app — what it takes to deliver a genuinely consistent journey

Practical strategies from peers who are building (or rebuilding) their omnichannel foundations

Storyteller: The White Company

Moderator:

Strategies for unifying data across systems to deliver more contextual, personalised experiences

How to connect CRM, CDP, behavioural and transactional data into a single customer view, and which tech approaches are working best at scale.

How to use unified data to deliver relevant experiences across the full customer journey, and where AI is making the biggest practical difference.

Balancing personalisation with privacy – How to navigate UK GDPR and cookie deprecation without sacrificing relevance, and how to turn consent into a trust-building advantage

Storyteller: LeMieux

Moderator: 

11:10 – 11:50 – Roundtables Round 2 

Sustainability

10:05 – 10:10 – Opening Scene Setter 

Panel discussion

10:10 – 10:40 Circular commerce in action: scaling sustainability profitably

This panel showcases real-world examples of circular economy principles driving business results. From resale and rental models to take-back programs, panelists discuss how they turned sustainability initiatives into new revenue streams or cost savings. 

Moderated by: Stuart Greenfield, Sales Director, Advanced Supply Chain

Speakers confirmed:

10:40 – 11:30 Circular Economy Breakout Discussion

(intimate, peer-to-peer discussions around a focused problem statement)

Roundtables on the following topics:

  1. Returns, Salvage & Recommerce
  2. Sustainable Global Returns Solution
  3. Circular Solutions & Exit Route Management
  4. Eco Packaging
  5. Implementing a Sustainable Returns Network

Customer

10:05 – 11:05 – Workshops
(practical, solutions-focused sessions)

From Products to Meaning: The Renaissance of Brands in the Age of AI

AI is rapidly changing how customers discover products, compare options, and make decisions. But rather than making brands less important, this shift may actually trigger a renaissance for strong brands.

When AI becomes the interface for discovery, brands with a clear identity, story, and role in customers’ lives are far more likely to surface in the right conversations

Join Adam Fulford, Principal Consultant at Vaimo, as he explores how the role of brands is evolving in the age of AI — and why storytelling, differentiation, and authenticity will become even more important than before.

Cutting through AI noise: Winning paid search in the agentic commerce Era
Why Google holds its grip on transactional intent – and how your Merchant feed is the backdoor to winning ChatGPT’s Shopping carousels

How to use Google’s hidden control tools to train algorithms with your margins, inventory, and fulfillment costs

How to build the winning stack for profitable paid search: unified data, reconfigured teams, enabling tech

Great content, at scale: How AI is changing what’s possible

In the race to produce more content, faster, many organisations are making the same mistake – allowing AI to soften their brand instead of amplify it. The result? High volume, low resonance. In this session, THG Studios will show how the smartest marketing teams are flipping the script: using AI not to replace human creativity, but to scale it. Through real campaign examples, you’ll discover hands-on, how to build content that maintains brand authenticity at every touchpoint, producing creative that audiences actually feel, not just scroll past.

 From SEO to GEO: Understand and control how AI talks about your brand

AI is the new front door to every business. People no longer search, they ask AI.

This interactive roundtable explores how to build an effective Answer Engine Optimisation (AEO) strategy. Participants will assess how their organisation appears across leading Answer Engines and identify practical opportunities to strengthen their visibility, influence and discoverability.

We’ll discuss:

  • What information Answer Engines surface about your organisation
  • How to analyse how your organisation shows up across Answer Engines
  • Practical actions to improve discoverability, credibility and influence

11:05 – 11:30 – Discovery time in the Market Place/Solutions Zone

A quick-fire pitch session where emerging retail-tech start-ups present their solutions.

Here from the following innovative tech start-ups:

  • Measure Protocol
  • Cloudshelf
  • Birl
  • Vestir AI
An hour dedicated to Hive AI generated introductions with peers and partners
13.00 – 14.15 – Lunch
Afternoon Sessions (expand for more details)
Future Leaders
Marketing
Technology
eCommerce
Sustainability
Customer
Innovation Stage

14:25 – 14:55 – From challenger to category leader: Scaling brand identity with purpose

This panel examines how challenger brands have grown into category leaders by staying true to a purpose-driven ethos. They discuss maintaining brand authenticity and customer connection while scaling rapidly. Key themes include purpose as a differentiator, community-building, and storytelling at scale.

Moderated by: David McClelland, Broadcaster & Journalist

Speakers confirmed:

14:55 – 15:15 – Fireside chat: Automation that delivers

Join us for a fireside chat with Ian Howes, Logistics Director at Sainsbury’s and DHL, where they explore the current automation landscape in retail and the real-world applications delivering measurable impact.

Speakers confirmed:

15:15 – 15:55 – Panel discussion: Discovery Commerce – The new front door to retail

Product discovery is no longer driven by search bars, it’s shaped by channels, feeds and conversations. From TikTok’s algorithmic content discovery, to Amazon’s recommendation engine, to WhatsApp’s conversational commerce, AI is redefining how consumers find, evaluate and buy products.

Moderated by: Paul Sims, Former CTO, Primark & M&S

Speakers confirmed:

Future Leaders

14:25 – 15:00 – Innovation Stage content

15:20 – 16:00 – Development workshops

  1. Finding your joy: Building resilience, confidence & positive leadership

Hosted by: Donna Easton, Joyologist

  1. How sustainability shapes every career in retail

Hosted by: Jo Ward & Jo Ingham, Our Fashion Fix

  1. Becoming an impactful leader: Skills for the next generation of retail executives

Hosted by: Justin Pillay, Head of Data & Analytics for UKI & Europe, KFC

Marketing

14:15 – 14:35 – Opening Panel: Attention is the new currency

This panel tackles the modern marketing reality: consumer attention is scarce and incredibly valuable. Marketing leaders share how they win and retain attention in a saturated digital landscape, from viral content strategies to interactive campaigns and experiential marketing. The panel also examines quality of attention (engagement) vs. quantity, providing guidance on metrics that matter

Moderated by: Ed Lawson, Head of Content, The Retail Hive

Speakers confirmed:

14:35 – 15:15 – Roundtables

Roundtables

(intimate, peer-to-peer discussions around a focused problem statement)

Fixing content chaos for faster time-to-market

Unifying fragmented content creation, approval and distribution workflows

Improving and maintaining consistency across all channels and platforms

Localising content for multiple regions and markets

Enabling faster, more scalable content delivery without losing quality

Storyteller: JD Sports

Moderator: 

From first-party data to performance: closing the gap between insight and revenue across CRM and paid channels

Where retailers are seeing gaps between CRM insight and outcomes such as conversion, customer acquisition efficiency and return on media spend

The role of recognising customers across channels—and how it affects match rates, audience scale, and campaign performance

The practical challenges of activating first-party data into paid media, including onboarding complexity, fragmented platforms, and governance constraints that limit performance

Moderator: 

Multi-Location Marketing in the Age of Agentic AI

AI search now determines whether your location gets recommended or overlooked — and every listing, review, and inconsistency counts.

Agentic AI can help brands show up consistently at scale, but staying in control when the machine acts on your behalf requires the right operating model.

The team structures and decisions you make now will separate high-performing retail brands in 2027

Storyteller: Liberty London

Moderator: 

Cracking social commerce

What content actually works on TikTok, Instagram, Pinterest and YouTube right now, and how to tailor your creative strategy to each platform’s algorithm, audience and commerce features.

How to use geo-targeted social content and regional marketing to drive relevance and conversion across different markets without losing brand consistency.

How to identify influencers who genuinely align with your brand values, audience and commercial goals 

How to move beyond one-off campaigns to build long-term creator partnerships that deliver compounding value, authentic content and mutual trust.

Moderator:

Is your brand winning AI-search?

AEO visibility:  Does your organisation have a clear strategy for showing up in AI-generated answers?

Accuracy of Output: How accurate is the information AI platforms surface about your company?

Insight to Action: How effectively are teams turning AEO insights into action across content, PR, and technical workflows?

Defining success: Can organisations confidently measure the impact of AEO? How are you defining success?

Storyteller: Deichmann

Moderator: 

Proving marketing ROI in a post-cookie world

Measuring effectiveness without relying on third-party cookies

Using incrementality, experimentation and first-party data

Linking marketing activity to real business outcomes

Storyteller: Daylesford Organic/Bamford 

Moderator: 

Efficiency vs. Growth

The risk of prioritising spend and activity that delivers the highest ROAS

Using data and optimisation to improve efficiency across channels

Balancing short-term performance with long-term growth

Storyteller: Joseph Joseph

Moderator: 

15:20 – 16:00 – Roundtables Round 2

Technology

14:15 – 15:15 – Workshops

(practical, solutions-focused sessions)

Harnessing Digital Intelligence: Using Data as the Ultimate Advantage in Agentic and AI-Driven Retail

The shift toward agentic commerce and AI-driven shopping is rewriting the rules of retail. In this session, learn how to leverage digital intelligence to turn this autonomous future into your competitive edge. E-commerce directors will learn to future-proof their business strategies; merchandisers and trading teams will spot and capture emerging demand; content and organic teams will optimise for AI-driven visibility; and PPC teams will master the new frontier of LLM ad marketing and optimisation.

Preparing for agentic commerce

Agentic commerce is evolving week by week. The strategies that worked three months ago might already be outdated. In this workshop, learn several steps to prepare your business for agentic commerce—based on the latest from businesses selling through.

Deliver More for Less – how fulfilment efficiency becomes a customer acquisition and loyalty engine

Reframing fulfilment as a brand growth lever and marketing engine, not a cost-centre

Using exclusive insights from a proprietary THG Fulfil x THG Beauty data study, we’ll explore how fulfilment drives repeat purchase, lifetime value and new customer acquisition

Actionable takeaways for operations, ecommerce and marketing leaders including a live fulfilment audit, mapping key customer touchpoints to identify where brands are losing loyalty or acquisition potential 

The Mission Mindset – why q-comm delivery shoppers buy differently (and how to win)

This interactive workshop unpacks why quick-commerce shoppers buy with different intent than traditional retail customers, and how to turn that mission driven behaviour into stronger conversion.

What does the q-comm shopper mindset actually look like? Why do missions and moments matter more than categories, how does urgency reshape decision making, and what behaviours differ from in-store or traditional e-commerce that they should change how you compete?

How do the best-performing q-comm retailers translate mission-based thinking into results? Learn how to build product lists optimised for specific missions, create storefronts that speak to moments of need, and structure your assortment to capture shoppers when intent is highest.

What does putting this into practice actually look like? In the hands-on portion of this workshop, you’ll apply the mission mindset to real scenarios—building conversion driven strategies you can take back and implement immediately!

Hosted by: 

eCommerce

14:15 – 15:15 – Workshops

(practical, solutions-focused sessions)

Harnessing Digital Intelligence: Using Data as the Ultimate Advantage in Agentic and AI-Driven Retail

The shift toward agentic commerce and AI-driven shopping is rewriting the rules of retail. In this session, learn how to leverage digital intelligence to turn this autonomous future into your competitive edge. E-commerce directors will learn to future-proof their business strategies; merchandisers and trading teams will spot and capture emerging demand; content and organic teams will optimise for AI-driven visibility; and PPC teams will master the new frontier of LLM ad marketing and optimisation.

Preparing for agentic commerce

Agentic commerce is evolving week by week. The strategies that worked three months ago might already be outdated. In this workshop, learn several steps to prepare your business for agentic commerce—based on the latest from businesses selling through.

Deliver More for Less – how fulfilment efficiency becomes a customer acquisition and loyalty engine

Reframing fulfilment as a brand growth lever and marketing engine, not a cost-centre

Using exclusive insights from a proprietary THG Fulfil x THG Beauty data study, we’ll explore how fulfilment drives repeat purchase, lifetime value and new customer acquisition

Actionable takeaways for operations, ecommerce and marketing leaders including a live fulfilment audit, mapping key customer touchpoints to identify where brands are losing loyalty or acquisition potential 

The Mission Mindset – why q-comm delivery shoppers buy differently (and how to win)

This interactive workshop unpacks why quick-commerce shoppers buy with different intent than traditional retail customers, and how to turn that mission driven behaviour into stronger conversion.

What does the q-comm shopper mindset actually look like? Why do missions and moments matter more than categories, how does urgency reshape decision making, and what behaviours differ from in-store or traditional e-commerce that they should change how you compete?

How do the best-performing q-comm retailers translate mission-based thinking into results? Learn how to build product lists optimised for specific missions, create storefronts that speak to moments of need, and structure your assortment to capture shoppers when intent is highest.

What does putting this into practice actually look like? In the hands-on portion of this workshop, you’ll apply the mission mindset to real scenarios—building conversion driven strategies you can take back and implement immediately!

Hosted by: 

Sustainability

14:15 – 15:15 – Sustainability Stand-ups

Huddles rotate across five topics in 20-minute intervals.

Huddle 1: Turning purpose into profit without losing authenticity

Hosted by:

Huddle 2: Making Scope 3 measurement manageable at scale

Hosted by:

Huddle 3: Reducing packaging impact while preparing for EPR reality

Hosted by:

Huddle 4: Making circular commerce commercially viable

Hosted by:

Huddle 5: Gaining full transparency across multi-tier global supply chains

Hosted by:

Customer

14:15 – 14:35 – Opening Panel: Building data-driven loyalty that lasts

As customer journeys fragment across channels, retailers must rethink how they build and measure loyalty. This panel examines how first-party data, predictive analytics, and AI-driven personalisation enable deeper engagement and more profitable long-term value. Senior leaders will share real-world approaches to modernising loyalty strategies while balancing privacy, trust, and operational realities.

Moderated by: Adam Fulford, Principal Consultant Global, Vaimo

Speakers confirmed:

14:35 – 15:15 – Roundtables

(intimate, peer-to-peer discussions around a focused problem statement)

How can two-way messaging is transform customer communication

How can leading retailers use two-way messaging across SMS, RCS and WhatsApp to move from broadcast communication to genuine customer conversation?

Where does AI-powered chatbot technology fit into the customer journey and how can brands using it to personalise recommendations, handle customer service and drive sales?

What does an effective inbound and outbound messaging strategy look like in practice, and how do you measure its impact on customer experience and revenue?

Moderator: 

Rethinking loyalty to build genuine community and emotional connection

Moving beyond points and discounts to emotional loyalty

Using loyalty to drive engagement, advocacy and long-term value

Integrating loyalty more deeply into the overall customer experience

Storyteller: Benefit & Dobbies

Making packaging your most powerful customer experience touchpoint

How to design an unboxing experience that reinforces your brand identity, drives social sharing and turns a functional moment into a memorable one that customers come back for.

How to deliver standout packaging at scale without inflating costs or compromising sustainability commitments

How leading retailers are using inserts, personalisation and tactile design to drive repeat purchase, increase LTV and make customers feel genuinely valued beyond the transaction.

Moderator: 

Using AI and automation to deliver meaningful, real-time personalisation

Using real-time data and AI to respond to customer intent in the moment

Moving beyond basic segmentation to individualised experiences at scale

Balancing relevance and value without overwhelming or alienating customers

Storyteller: Natural Baby Shower & Boden

Fixing the friction points: optimising the moments that matter in the customer journey

Know exactly where you’re losing customers – treat your physical store like a website, tracking how shoppers move, where they drop off, and what drives them to buy

Understanding how many people walk past versus walk in versus actually purchase reveals where the real friction lives

The best in-store optimisation happens behind the scenes, improving the experience without disrupting it

Moderator:

How store teams become your greatest customer asset

Moving beyond friction-free to genuinely memorable – how in-store technology drives engagement, loyalty and conversion

Bridging the gap between customer data and the shop floor – giving store associates the insight to make every conversation count

Empowering store teams with the right tools, at the right moment and the autonomy to use them

Storyteller: Pentland Brands & The White Company

Moderator: 

Turning CX into a retail advantage: Metrics, moments and modernisation experiences

What an effective, scalable AI‑enabled CX framework looks like across sales, service, and retention

How to ensure the right channels, content and communications are matched to the right customers

The hardest operational and organisational barriers to true end‑to‑end journey ownership

Managing seasonal demand, volume spikes and peaks without degrading experience or loyalty

Moderator: 

Reinventing Search & Discovery: Navigating the Era of AI Readiness

How can your brand ensure it is AI-ready as search, recommendations, and generative answers become the primary way customers discover and evaluate products?

What steps do you need to take to improve the visibility, accuracy, and trustworthiness of your product and brand information within AI-powered experiences?

How can AI readiness help your business increase customer consideration, strengthen digital engagement, and ensure your products are consistently surfaced and chosen?

Storyteller: West Ham United FC

Moderator: 

15:20 – 16:00 – Roundtables Round 2

This session will explore how retail leaders can adopt a challenger mindset in every market,  pushing harder where they are building share and never getting comfortable where they already lead.

Speakers confirmed:

David McClelland, Broadcaster & Journalist

Drinks and Networking
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Roundtable topics include…

Customer

Breaking data silos to unlock the single customer view

Rethinking loyalty to build genuine community and emotional connection

Role of returns in end-to-end customer experience

Using AI and automation to deliver meaningful, real-time personalisation

Empowering customer service teams with the right tools, insights and autonomy

Register for Customer

Marketing

Fixing content chaos for a unified process

Personalising at scale without crossing the line

AI-powered discovery: the new search, SEO and on-site merchandising

Cracking Gen Z: authenticity, micro-communities and social commerce

Fixing the friction points: optimising the moments that matter in the customer journey

Register for Marketing

eCommerce

Unlocking full stock visibility with distributed order management

Fixing broken integrations across 

eCommerce

Transforming returns into seamless, loyalty-driving experiences

Removing friction from cart and checkout to improve conversion

Taking control of marketplace strategy

Register for eCommerce

Sustainability

Gaining full transparency across multi-tier global supply chains

Making circular commerce commercially viable

Reducing packaging impact while preparing for EPR reality

Making scope 3 measurement manageable at scale

Turning purpose into profit without losing authenticity

Register for Sustanability

Technology

Tackling legacy systems debt to unlock modernisation

Investing in back-end foundations to enable digital growth 

Choosing the right platform for scalable, adaptive commerce

Cybersecurity challenges in modern retail

Bringing smart store technology to life in physical retail

Register for Technology
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