Overview Thanks to
A true ‘conception’ of the consumer is vital. In this track our speakers will not only explore current analytical processes but also expand on traditional customer analysis by discussing holistic approaches to consumer understanding. Relevant advances in technology including AI, big data, and machine learning will be incorporated into discussions. How is big data being managed and converted into new marketing strategies? How can new technologies better serve both the retailer’s understanding of their market as well as the delivery of customers’ expectations?
Topics will include; Innovative consumer profiling, building loyalty and retention through effective consumer analysis, winning the next generation of buyers and understanding millennial trends, turning consumer data into highly successful marketing campaigns and selecting appropriate technologies to advance consumer understanding and subsequent customer service.
Theatre 1

09.00 - 12.00


See full line-up of the Opening Plenary Address here

Ian Jindal, Editor in Chief, InternetRetailing

Simon Bell, Founder and Managing Director, Diligent commerce

Regis Koenig, Director of Customer Services, Darty

Sean McKee, Director of Ecommerce, Schuh

  • 12.00 - 12.30

    OPENING KEYNOTE ADDRESS - Innovative Consumer Profiling: Statistics Are Not Enough

    It is no longer acceptable to rely on simple statistical analysis of the consumer that does not go beyond the obvious. Innovative retailers have proven there are different and complementary approaches in gathering data and consumer profile. Hear how modern retailers are going about this. Crucially see how this data is managed, advanced and turned into advantageous sales and marketing strategies.

    Daniel Infanger, Vice president International B2C-Conrad electronic International

  • 12.35 - 13.05


    Jamie Merrick, Director of Strategic Solutions, Salesforce Commerce Cloud

  • 13.05 - 14.00

    Lunch and networking


    14.00 - 14.30

    PRESENTATION - Building Loyalty & Retention through Effective Consumer Analysis

    A major consequence of true consumer understanding is retention and loyalty. In this session we will see exactly how that relationship works, as well as taking a closer look at the input and output expected for carrying out such analysis. In the longer term, how is this success sustained and built upon to ensure long-term loyalty, and what factors and working processes compliment this data?

    Kieron Smith, Digital Director, Blackwell’s Bookshops

  • 14.35 - 15.05



    15.05 - 15.40

    Coffee break and networking

    Grab a coffee and chat with your peers, we’ll be re-convening in 35 minutes


    15.40 - 16.10


    Coming soon...


    16.15 -16.45

    PRESENTATION : Winning the Next Generation of Buyers & Understanding Millennial Trends

    All retailers must have one eye on the next generation. Without a crystal ball it is no easy task to predict future buying trends and consumer behaviour, however, an attempt must be made nonetheless to understand how the market may develop. In this session our panel will discuss how their companies are preparing for the next generation of consumers and identify what they see as their priorities, in order for them to be catered for.

    Giles Delafeld. Global CIO, Clarks

  • 16.50 - 17.20

    CLOSING KEYNOTE ADDRESS - Selecting Appropriate Technologies to Advance Consumer Understanding and Subsequent Customer Service

    The market of new technologies and innovation can be very intimidating. There are a vast amount of options and investment decisions. The cost of not investing appropriately and the opportunity lost from letting these technologies pass you by can be substantial. This presentation will outline the key decision making processes so that your company can make the right decision when the time comes.

    Johan Riis Johansen, Head of ecommerce services, Coop Danmark