2024 Agenda
Elevating Customer Experience: Connection, Innovation and Excellence
RegisterAgenda
Morning Registration
Conference Chair Opening
Speaker


INTERNETRETAILING & RETAILX

Ian Jindal
Editor-in-Chief, INTERNETRETAILING & RETAILX
Understanding Customer Value
Are you leading or responding?
What is customer value? These days, it is very much a buyer’s market. Retailers and brands must continually strive to create and communicate value for customers in everything they do. But in order to achieve this, it is imperative to understand what customer values are and what they mean. Customers will see value in a product, company or service that makes their lives easier and improves their overall sense of well-being. So are you leading customers with your own values or responding to theirs? Does the value belong to them or to you? During this opening discussion, our speakers will share inspiring stories of how they’ve moved to understand their customer’s values and turned those values into sales intent. We’ll hear how values are measured and stored, what a values-based business case looks like, and the cost at which it can come at.
PANEL DISCUSSION
TBA – EMARSYS
Speakers


TURTLE BAGS

Beth Williams
Managing Director, TURTLE BAGS


ASTRID AND MIYU

Shani Oslerne
International Expansion Director, ASTRID AND MIYU


EMARSYS

Sonal Mistry
Global VP Services Sales & Consulting, EMARSYS
Moderator


QUINTRY

Liz Bell
Independent eCommerce Consultant, QUINTRY
Keynote Debrief Discussion
In-depth practitioner-chaired peer conversations (held under Chatham House Rule) at round tables.
Refreshment Break & Visit the ‘Big Ideas’ Board
Values-Based Marketing
Aligning your brand with your values: What needs to change?
Values-based marketing is an appeal to a customer’s values and ethics. Retailers are demonstrating a willingness to meet these demands with evidence showing that many are already shifting their models to account for the longer-term trend away from a product-centric approach to a customer-centric one, seeking instead to resonate with their audience on a set of closely-held social or ethical values. This is a powerful opportunity to engage customers in a unique way to build both trust and loyalty. So as we move into values-based marketing, what do you need to change? During this panel discussion our speakers discuss how they have adapted their strategies to align with consumer values – from the way they communicate with customers, to changes in packaging, delivery and product.
PANEL DISCUSSION
Speakers


DAME

Alec Mills
Co-founder, DAME


AVON

Natalie Deacon
Head of Purpose & Sustainability, AVON
Natalie is a leader in corporate affairs, purpose, social impact and sustainability, with many years’ experience in delivering programmes, embedding change and championing positive impact. Her experience includes climate, circularity, human rights, philanthropy, ESG reporting and B Corp, and she has been deeply involved in tackling gender inequality for many years. In her current role, Natalie is responsible for overseeing delivery of Avon’s ambitious sustainability goals and for igniting Avon’s purpose throughout and beyond the organisation.


ADOBE

Georgia Scott
Head of Marketing – UK, Middle East & Africa, ADOBE


LONDON COLLEGE OF FASHION

Ruth Jacob
Course Leader MA Fashion Marketing & Global Cultures, LONDON COLLEGE OF FASHION
A proactive, enthusiastic and skilled university lecturer who has built up broad insight and a diversified skillset; gained from employment in the fashion, education, journalism and business industries. I have maintained a passion for both creative and analytical practices and am keen to utilise the skills I have developed as well as disseminating my knowledge of such areas to learners and growing professionals.
Additionally, I possess a strong proficiency for team leadership and management or projects and tasks while also being able to bring a holistic range of skills and insight as well as a desire to learn and generate results. Since developing my menswear fashion label, BIGGER BOY (www.bigger-boy.com), I have been able to work with both creative and analytical mindsets and have also been able bring a strong work ethic to my surroundings and in my projects.
Moderator

Ex Net-a-Porter, Belstaff, Topshop| Chief Brand officer | NED | Advisor

Sheena Sauvaire
Chief Marketing Officer, Ex Net-a-Porter, Belstaff, Topshop| Chief Brand officer | NED | Advisor
Keynote Debrief Discussion
In-depth practitioner-chaired peer conversations (held under Chatham House Rule) at round tables.
Refreshment Break & Visit the ‘Big Ideas’ Board
Value Perception
Changing perceptions and moving the needle
Altering consumer perceptions is essential for retailers aiming to thrive. Whether it’s rebranding a product, reshaping brand image, or revolutionising marketing strategies in line with consumer values, the challenge lies in effectively shifting entrenched consumer attitudes. By understanding the psychology behind consumer behavior, identifying key touchpoints, and crafting compelling narratives, retailers can strategically influence perceptions and propel growth. As we delve into this discussion, we’ll explore actionable strategies to not only change consumer perceptions but also to drive meaningful change and propel the needle forward in today’s competitive market, proving that anything is possible as long as customer values are kept at the core of any organisation.
PANEL DISCUSSION
Speakers


MSC CRUISES

Saleta Valdés Márquez
Concept Innovation Senior Manager, MSC CRUISES


IMAGINO

Laura McHenry
VP of Marketing, IMAGINO


NIP + FAB

Frederica Watson
Head of eCommerce, NIP + FAB
Frederica Watson is a seasoned ecommerce and digital marketing expert with over a decade of experience in driving online growth and innovation. With a proven track record of helping businesses transform their digital presence, Frederica is passionate about profitable, scalable growth, empowering businesses to thrive in a rapidly evolving landscape.


THG

Herculano Rodrigues
Senior VP, THG
I have over 20 years’ senior executive experience delivering value and improved business performance for demanding retailers, brands and investor clients from diverse geographies. The rapidly evolving opportunities from digital transformation and innovation are hugely exciting, and I enjoy helping organisations unlock value and drive growth.
Moderator


INTERNETRETAILING & RETAILX

Ian Jindal
Editor-in-Chief, INTERNETRETAILING & RETAILX
Keynote debrief discussion
In-depth practitioner-chaired peer conversations (held under Chatham House Rule) at round tables.
Closing Summary
Speaker


INTERNETRETAILING & RETAILX

Ian Jindal
Editor-in-Chief, INTERNETRETAILING & RETAILX
Lunch & End of Day
Networking, Afterparty & End of Day
17.00 – Networking Drinks | Spring Festival Exhibition
17.30 – Clay’s Bar | Virtual Shooting | 55 Moorgate London EC2R 6LL | RSVP Here