Live Customer Connect 2022 welcomes 60+ senior online retailers for a roundtable style live conference, where we open the doors for you to discover new techniques and strategies, for CX excellence.

With roundtable discussions hosted by senior retailers and focussing on customer-centricity, you’ll join talks on the challenges and opportunities faced by like-minded leaders. This innovative format creates a platform for open-discussion around key industry topics, giving you more peer-led insight than ever before.

As the harsh economic situation trudges on and consumers continue to think twice about purchases, we ask you to join us as we explore how you can maintain customer confidence and provide exceptional CX in 2022.

The dual issue of rising costs and less discretionary funds available for retail expenditure may cause further trouble for retailers and the ecommerce sector. We’ll focus on what’s causing these issues and give you insight into enhancing your presence over every consumer touchpoint.

Hosted at the Hurlingham Club, London, you’ll be treated to a gourmet lunch and ample opportunity to network with peers.

Agenda

Tuesday 28 June - In-Person Event (The Hurlingham Club, Fulham)

08:00 - 09:15 AM

Entry Badges and Complimentary Breakfast

09:15 - 09:25 AM
IMRG Logo Fashion Connect

Where are the pinch-points in conversion?

From the homepage, through to the checkout, what are the areas of retailers’ sites where performance has improved over the past few years. On the contrary, which areas are lagging behind?

09:25 - 09:35 AM

Insight from Customer Connect Headline Sponsors

Session topic TBC

09:35 - 09:45 AM
IMRG Logo Fashion Connect

Conversion and spend through acquisition channels

How are different marketing channels used for acquisition, for example email, natural search, paid ads, social, display, affiliates and direct. How do these channels perform for retailers, and what are the average conversion rates and order values for each?

09:45 - 10:15 AM

Retailer workshops

Get involved in a series of insightful debates, where you can hear about your peers’ strategic approach across a range of areas relevant to customer behaviour.

10:15 - 10:25 AM
IMRG Logo Fashion Connect

Which approach to gaining cookie consent works best?

Find out average opt-in rates, and how different retailers approach gaining consent from site visitors through their cookie statements.

10:25 - 10:55 AM

Retailer workshops

Get involved in a series of industry-themed debates where you can hear about your peers’ strategy and approach, across a range of areas relevant to customer behaviour.

10:55 - 11:25 AM
IMRG Logo Fashion Connect

Coffee break

11:25 - 11:35 AM

Insight from Customer Connect Headline Sponsor

Session topic TBC.
11:35 - 11:45 PM
IMRG Logo Fashion Connect

How much value do loyalty schemes provide?

What percentage of customers use retailers’ loyalty schemes, and what influence does it have over purchase frequency?

11:45 - 12:15 PM

Retailer workshops

Get involved in a series of industry-themed debates where you can hear about your peers’ strategy and approach, across a range of areas relevant to customer behaviour.

12:15 - 12:25 PM
IMRG Logo Fashion Connect

How have conversion and spend changed during the past two years?

Since the start of 2020, retailers have dealt with numerous issues, including Brexit, the pandemic, and the resulting pressures on the supply chain. How has this impacted conversion and spend, and when will it settle down?

12:25 - 12:55 PM

Retailer workshops

Get involved in a series of debates surrounding customer behaviour. Hear from your peers, and take away key strategy and insight.

12:55 - 02:00 PM

Lunch

A big increase in online parcel volumes has been compounded by supply chain disruption and staffing issues; at the same time, customer expectation has continued to rise.

  • Where is the notable impact on performance during the pandemic?
  • How are shopper attitudes toward delivery changing?
02:00 - 02:40 PM
Fat Face Made NOTHS Logo

Expert retailer panel

An expert panel of retail directors spark discussion around key themes and topics, providing you with insight to enhance your ecommerce strategy. You’ll find out:

  • How and where customer behaviour has changed in recent years;
  • How customer expectation is currently evolving.
  • How retailers are planning their customer strategies over the longer-term.
  • Mark Wright, Global Operations Director, FatFace and Mark Pollington, Director, Marketing Performance, Made.com, Leanne Osbourne, CCO, notonthehighstreet.com
02:40 - 03:10 PM

Coffee break

03:10 - 04:10 PM
Fat Face Made Cox and Cox Deckers Look Fabulous Forever Oliver Bonas Hush

Hosted retailer discussions with IMRG’s Advisory Board

Join top retailers at our topic-based roundtables, where they encourage open discussion surrounding industry opportunities and challenges.

Mark Wright, Global Operations Director, FatFace, Mark Pollington, Director, Marketing Performance, Made.com, Aynsley Peet, eCommerce Director, Cox & Cox, David Williams, DHW Digital and ex-ecom director at Deckers, Janis Thomas, Ecommerce & Marketing Director, Look Fabulous Forever, Camilla Tress, Connected Commerce Lead, Oliver Bonas and Kate Scullion, Head of Digital, Hush
04:10 - 05:10 PM

Drinks reception

Keynote Speakers

Bio:

Camilla Tress

Connected Commerce Lead
Oliver Bonas
Bio:

Mark Wright

Global Operations Director
FatFace
Bio:

Mark Pollington

Director, Marketing Performance
Made.com
Bio:

Janis Thomas

Ecommerce & Marketing Director
Look Fabulous Forever
Bio:

Aynsley Peet

eCommerce Director
Cox & Cox
Bio:

David Williams

DHW Digital and ex-ecom director
Deckers
Bio:

Kate Scullion

Head of Digital
Hush
Bio:

Leanne Osbourne

CCO
nothonthehighstreet.com

Interested in the virtual day of Customer Connect 2022?

Day two of Customer Connect 2022 unites the industry with exclusive digital content and thought leadership, welcoming industry leading speakers and topics.

 Find out more now 

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