This virtual conference explores customer behaviour and the customer journey, connecting you with ecommerce experts, retail peers and industry leaders online.

With 2022 already causing complications for retailers and customer spending decreasing, gaining consumer confidence should be at forefront of your ecommerce strategy. Join us to discover how you can meet current customers’ expectations, and provide exceptional CX in 2022.

We’ll look at how you can effectively navigate the challenges and opportunities brought about by external political, social and economical factors. The event brings you the latest IMRG research, offers insightful and hands-on guidance, showcases industry best practices, and welcomes inspirational keynote speakers.

This virtual conference will teach you how to better connect with your company’s audience, boost customer loyalty, and improve your customer acquisition rate.


Wednesday 29 June - Virtual Conference

09:30 - 09:40 AM
IMRG Logo Transparent Background

What does customer confidence look like?

The 2020s so far, have thrown up bigger and more complex challenges than any other period in living memory – Brexit, the pandemic, speculations of an environmental meltdown, and a European war. As the cost of living, and doing business, skyrockets, what do we know about customer confidence at the current moment in time?

Andy Mulcahy, IMRG
09:40 - 09:55 AM

Panel: Marketing and acquisition channels

The cost of paid ads has doubled in many cases, and doesn’t look like it’s going back down again any time soon. Given these additional cost pressures, how can retailers use their marketing channels most effectively to secure their share of site traffic?
09:55 - 10:05 AM
Weird Fish

Building Long-Term Advocacy: Steve Hammond, Head of Ecommerce at Weird Fish

Find out how Weird Fish implement a programme of continual customer research to understand and resonate with target audiences.
10:05 - 10:15 AM

Insight from Customer Connect Headline Sponsors

Session topic TBC
10:15 - 10:30 AM

Panel: Engaging site visitors

Retailers are increasingly using editorial, video, and other forms of content for attracting site visitors, moving them along the funnel, and boosting the chances of them returning. What approaches and tactics should retailers be deploying in this area?
10:30 - 10:40 AM
IMRG Logo Transparent Background

How do customers use site search on UK retail sites?

What percentage of visitors to retail sites use the on-site search function, and how does that differ by new and returning customers? This insight is taken from a brand new IMRG study into site navigation.

Matthew Walsh, IMRG
10:40 - 10:55 AM

Panel: Improving add-to-basket rates

The market average conversion rate, for overall traffic, hovers around the 3-4% mark typically, meaning 96%+ of retail site visitors do not actually buy anything. What tactics can retailers use to boost the chances of conversion?
10:55 - 11:05 AM

Q&A with Kate Scullion, Head of Digital at Hush

Who is the typical Hush customer, and how have the past two turbulent years changed their shopping behaviour and expectation?
11:05 - 11:15 AM

Insight from Customer Connect Headline Sponsors

Session topic TBC
11:15 - 11:25 AM
IMRG Logo Fashion Connect

Which site search terms are the most common?

This session will present further insight from IMRG’s new site navigation study, looking at the difference in conversion rate for shoppers who use search, versus those that don’t, and which search terms tend to be used most commonly on retail sites.

Matthew Walsh, IMRG
11:25 - 11:40 AM

Panel: Optimising checkout performance

Abandonment at the checkout remains frustratingly high. Which options should retailers look to include to improve conversion, and how should they structure the experience for customers?
11:40 - 11:50 PM

Retail keynote speaker TBC

Session topic TBC
11:50 - 12:00 PM

Insight from Customer Connect report sponsor

Session topic TBC
12:00 - 12:10 PM
IMRG Logo Transparent Background

Insight into optimising page structure and navigation

The final session on IMRG’s new site navigation study will explore the role of page structure and navigation menus in helping funnel customers to product pages and beyond.

Matthew Walsh, IMRG
12:10 - 12:25 PM

Panel: Post-purchase experience

Once a customer has completed a purchase, the pressure to ensure the customer’s experience remains strong until they receive the item. The focus switches onto delivery services, customer services, and post-purchase communication. What best practice exists in this area?
12:25 - 12:35 PM

Insight from Customer Connect report sponsor

Session topic TBC
12:35 - 12:45 PM
IMRG Logo Transparent Background

Analysis on customer funnel trends

IMRG will be showcasing brand new functionality on our Digital Dashboard, revealing never seen before detail from our data sets on the customer funnel, site navigation and marketing channel revenue mix. We’ll take a special look at how add to bag rates have changed since the start of the pandemic and if checkout conversion has stalled in 2022.

Matthew Walsh, IMRG

Keynote Speakers


Kate Scullion

Head of Digital Marketing

Steve Hammond

Head of Ecommerce
Weird Fish

Our Sponsors

Fashion Connect Headline Sponsor - Epsilon
Akeneo logo

Enquire about sponsorship opportunities

Find out more