Agenda – 2025
Scaling and Sustaining DTC Retail in the Subscriptions Economy
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Agenda
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SubscriptionX 2025 Stream 1 – Acquisition & Retention
Stream 1 dives into the heart of subscription success. Navigate complexities: customer onboarding, conversion optimisation, churn mitigation, and personalised experiences. Craft strategies to acquire and retain subscribers in the evolving subscription realm.
Morning Registration
Conference Chair Opening
Speaker
INTERNETRETAILING
Katie Searles
Managing Editor, INTERNETRETAILING
Unlocking growth in the subscription economy: Strategies for innovation and market leadership
- Navigating new market dynamics: Insights into evolving consumer expectations, digital transformation, and competitive pressures impacting subscription-based growth
- Innovating the customer experience: How personalised offerings, seamless onboarding, and flexible pricing are key to enhancing customer satisfaction and retention
- Scaling with agility: proven strategies for expanding market reach while staying adaptable to changing industry demands
KEYNOTE
Subscription innovation: Adapting to evolving consumer preferences in an increasingly competitive world
KEYNOTE
Sector insights: The latest report findings, key trends and analysis into the Subscriptions Market
PANEL
NETWORKING, 121 MEETINGS & REFRESHMENTS
Congratulations, you’ve got customers – now what?
Welcome to the retention era! Acquiring customers is just the start, retaining them is where the real challenge – and opportunity – lies. Dive into how top subscription brands are mastering customer retention to fuel long term growth
PRESENTATION
Building and optimsing a high converting subscriber funnel
- Understanding key touchpoints and decision triggers from awareness to conversion
- Essential user experience and content principles for maximising subscription page conversion rate
- Critical metrics to track and proven testing strategies to continuously improve funnel performance
The retention paradox: Why making it easier to leave makes it more likely that customers will stay
- Building trust and transparency – how ‘click to cancel’ can help improve retention
- Reducing negative review and brand damage: the hidden costs of a difficult cancellation process
PANEL
Speakers
SYMPROVE
Charlotte Hanna
Head of Retention, SYMPROVE
SPECSAVERS
Kris Jacobs
Subscriptions Product Owner UK and Ireland, SPECSAVERS
LUNCH & NETWORKING BREAK
Exploring dynamic pricing strategies that attract new customers without undercutting profitability
- Reducing reliance on discounting techniques through impactful marketing strategies that will compete on price
- Is your pricing model putting you in a race to the bottom? Finding the sweet spot of price v promo
PRESENTATION
Strategies to reduce churn, personalise customer experiences, and offer value beyond the product to create lasting relationships
- Leveraging behavioural data to identify churn signals early and implement proactive retention strategies
- Designing personalised upgrade paths and milestone rewards that acknowledge customer loyalty
- Building community through exclusive content, events, and subscriber-only perks that strengthen emotional connections
PRESENTATION
Speaker
VIRGIN WINES
Andy Jenkins
Customer Marketing Director, VIRGIN WINES
Every moment counts: The art of customer first marketing
- Identifying and capitalising on critical touchpoints where customers are most receptive to engagement
- Breaking down organisational silos to deliver consistent, seamless interactions across all channels and departments
- Implement closed-loop feedback systems to continuously refine and improve customer experiences
PANEL
Speaker
DE AGOSTINI COLLECTIBLES
Pierre Viala
Managing Director New Business, DE AGOSTINI COLLECTIBLES
Industry Innovation Spotlight
CLOSING KEYNOTE
Conference Chair Closing
Speaker
INTERNETRETAILING
Katie Searles
Managing Editor, INTERNETRETAILING
Katie Searles is Editor of InternetRetailing and DeliveryX and a B2B journalist who has covered topics including the last-mile, urban logistics, zero-emission trends and technology, as well as robotic innovations. Katie also worked as a broadcast journalist for radio stations covering the east coast of Scotland and BBC London. Additionally, she has chaired both in-person and virtual conferences.
COFFEE, DRINKS & CANAPÉS
SPRING RETAIL FESTIVAL AWARDS
(please note this event requires a separate ticket for entry)
SubscriptionX 2025 Stream 2 – Growth & Innovation
Explore subscription business expansion at the ‘Growth & Innovation’ track. Uncover pivotal subscription challenges: bundling & aggregation strategies, operations & fulfillment, AI & ML capabilities, pricing models, and tech scalability. Gain insights to foster sustainable growth in the dynamic subscription landscape.
Morning Registration
Conference Chair Opening
Speaker
INTERNETRETAILING
Katie Searles
Managing Editor, INTERNETRETAILING
Katie Searles is Editor of InternetRetailing and DeliveryX and a B2B journalist who has covered topics including the last-mile, urban logistics, zero-emission trends and technology, as well as robotic innovations. Katie also worked as a broadcast journalist for radio stations covering the east coast of Scotland and BBC London. Additionally, she has chaired both in-person and virtual conferences.
Unlocking growth in the subscription economy: Strategies for innovation and market leadership
- Navigating new market dynamics: Insights into evolving consumer expectations, digital transformation, and competitive pressures impacting subscription-based growth
- Innovating the customer experience: How personalised offerings, seamless onboarding, and flexible pricing are key to enhancing customer satisfaction and retention
- Scaling with agility: proven strategies for expanding market reach while staying adaptable to changing industry demands
KEYNOTE
Subscription innovation: Adapting to evolving consumer preferences in an increasingly competitive world
KEYNOTE
Sector insights: The latest report findings, key trends and analysis into the Subscriptions Market
PANEL
NETWORKING, 121 MEETINGS & REFRESHMENTS
Standing out in a crowded market: Leveraging your value proposition to drive competitiveness and fuel growth
- Strategies for differentiating your brand in a saturated market
- Identifying and leveraging your competitive advantage
PRESENTATION
Aligning business growth with consumer demand for sustainability and responsibility
- Exploring evolving consumer preferences for sustainable products, transparency, and ethical practices in subscription services
- Strategies for aligning product and service design with sustainability goals that resonate with customer values
- Effectively showcasing sustainable practices to enhance brand trust and loyalty without greenwashing
- Implementing metrics and reporting frameworks that demonstrate genuine sustainability progress to both customers and stakeholders
PRESENTATION
Harnessing AI and Machine Learning to drive business growth, innovate, enhance customer experience and reduce costs
- AI’s role in predicting churn, and interventions to keep subscribers engaged
- How AI-driven automation, forecasting and data processing can streamline operations and drive cost-savings
PANEL
LUNCH & NETWORKING BREAK
From subscription to bricks and mortar: Is this the ultimate success – or a risk to your subscription model?
- When and why subscription businesses consider physical retail expansion – from brand presence to customer acquisition
- Analysing potential cannibalisation effects, operational complexities and capital requirements of physical expansion
- The omnichannel advantage: How physical locations can enhance customer experience and lifetime value when executed strategically
The power of partnerships: Forging powerful partnerships to drive customer acquisition and retention
- Learn how strategic partnerships has enhanced YouTube’s subscription business by amplifying reach and aligning with customer needs
- Insights into creating win-win partnerships, fostering long-term collaborations, and overcoming common challenges.
- Exploring how data-driven approaches can optimise partnership strategies to boost customer acquisition and improve retention rates
PRESENTATION
Speaker
YOUTUBE
Yuri Berchenko
Head of Partnerships, YOUTUBE
Scaling at speed: Lessons from a rapid growth business
- Strategies for sustainable scaling: Balancing rapid expansion with operational stability and customer satisfaction
- Building scalable infrastructure: Key technologies, platforms, and processes to support high-growth phases
- Learning from setbacks: Common scaling challenges, how to pivot, and lessons from overcoming obstacles
PANEL
Speaker
MICROBZ
Katie Ward
Managing Director, MICROBZ
Industry Innovation Spotlight
CLOSING KEYNOTE