Skip to main content
Home
Events
Retail MediaX
Retail MediaX Awards
Spring Retail Festival
Spring Retail Festival Awards
SubscriptionX
Digital Marketing Evolution
CustomerX
SustainabilityX
Social Media Masters
Amazon Sellers Summit
FMCG Instore & Ecommerce
Autumn Retail Festival
Autumn Retail Festival Awards
ChannelX World
DTC Brands Summit
Data Analytics & AI Summit
Retail MediaX Executive Brief
SubscriptionX Executive Brief
FMCG Executive Brief
Event Calendar
Podcasts
Global Committee
About Us
Contact Us

2024 Agenda

CustomerX
May 14th 2025
133 HOUNDSDITCH | LONDON
In partnership with

Internet RetailingRxi Logo White New

Elevating Customer Experience: Connection, Innovation and Excellence

Register

Title Sponsors

Agenda

08.30 – 09.25

Morning Registration

09.25 – 09.30

Conference Chair Opening

Speaker

Ian Jindal
Ian Jindal
Ian Jindal
Editor-in-Chief
INTERNETRETAILING & RETAILX

Ian Jindal

Editor-in-Chief, INTERNETRETAILING & RETAILX

09.30 – 10.00

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

Beth Williams
Beth Williams
Beth Williams
Managing Director
TURTLE BAGS

Beth Williams

Managing Director, TURTLE BAGS

Shani Oslerne
Shani Oslerne
Shani Oslerne
International Expansion Director
ASTRID AND MIYU

Shani Oslerne

International Expansion Director, ASTRID AND MIYU

Sonal Mistry
Sonal Mistry
Sonal Mistry
Global VP Services Sales & Consulting
EMARSYS

Sonal Mistry

Global VP Services Sales & Consulting, EMARSYS

Moderator

Liz Bell
Liz Bell
Liz Bell
Independent eCommerce Consultant
QUINTRY

Liz Bell

Independent eCommerce Consultant, QUINTRY

10.00 – 10.30

Keynote Debrief Discussion

In-depth practitioner-chaired peer conversations (held under Chatham House Rule) at round tables.

10.30 – 10.40

Refreshment Break & Visit the ‘Big Ideas’ Board

10.40 – 11.10

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

Alec Mills
Alec Mills
Alec Mills
Co-founder
DAME

Alec Mills

Co-founder, DAME

Natalie Deacon
Natalie Deacon
Natalie Deacon
Head of Purpose & Sustainability
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.

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

Georgia Scott

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

Ruth Jacob
Ruth Jacob
Ruth Jacob
Course Leader MA Fashion Marketing & Global Cultures
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

Sheena Sauvaire
Sheena Sauvaire
Chief Marketing Officer
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

11.10 – 11.40

Keynote Debrief Discussion

In-depth practitioner-chaired peer conversations (held under Chatham House Rule) at round tables.

11.40 – 11.50

Refreshment Break & Visit the ‘Big Ideas’ Board

11.50 – 12.20

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

Saleta Valdés Márquez
Saleta Valdés Márquez
Saleta Valdés Márquez
Concept Innovation Senior Manager
MSC CRUISES

Saleta Valdés Márquez

Concept Innovation Senior Manager, MSC CRUISES

Laura McHenry
Laura McHenry
Laura McHenry
VP of Marketing
IMAGINO

Laura McHenry

VP of Marketing, IMAGINO

Frederica Watson
Frederica Watson
Frederica Watson
Head of eCommerce
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.

Herculano Rodrigues
Herculano Rodrigues
Herculano Rodrigues
Senior VP
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

Ian Jindal
Ian Jindal
Ian Jindal
Editor-in-Chief
INTERNETRETAILING & RETAILX

Ian Jindal

Editor-in-Chief, INTERNETRETAILING & RETAILX

12.20 – 12.50

Keynote debrief discussion

In-depth practitioner-chaired peer conversations (held under Chatham House Rule) at round tables.

12.50 – 13.00

Closing Summary

Speaker

Ian Jindal
Ian Jindal
Ian Jindal
Editor-in-Chief
INTERNETRETAILING & RETAILX

Ian Jindal

Editor-in-Chief, INTERNETRETAILING & RETAILX

13.00

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

Sponsored by