Customer Connect Conference

100% focused on the customer

The IMRG Customer Connect is 100% focused on the customer, rather than retail businesses – after all, without customers, retail businesses wouldn’t actually exist. We’ll be hearing from retail speakers to get insight on everything they know about their customers; how they have gathered that information, how they stay relevant to them and what they feel they need to do to maintain their loyalty in an ever-more competitive market.  

Join us at this conference to hear:

  • How the customer is changing in 2019
  • How to optimise the customer funnel
  • How various communication channels are used to best effect
  • Optimising site navigation and customer journeys

Keynote Speakers

  • Acquiring and retaining customers - what the data tells us

    Acquiring and retaining customers - what the data tells us

    Andy Mulcahy, Strategy and Insight Director, IMRG

    Andy will share insight from an IMRG study analysing participant performance in the customer acquisition and retention datasets that we track – to identify common points between those who have the highest rates of performance at various stages, and those with the lowest.

  • Customer funnel update

    Customer funnel update

    Matthew Walsh, Director of Data and Retail, IMRG

    Ever wondered what’s the average ‘add to basket’ rate on smartphones? Want to know the typical checkout conversion rate on desktops? IMRG will reveal the industry benchmark for every stage of the customer funnel, on every device, and offer insight into how the top-performing retailers are achieving their results.


08.30 -

Registration & breakfast networking

09.30 -

Introduction to day / Acquiring and retaining customers

This intro and opening session will share insight from an IMRG study analysing participant performance in the customer acquisition and retention datasets that we track.  

Andy Mulcahy, Strategy and Insight Director, IMRG

09.45 -

Opening retailer Keynote

10.15 -

Partner Insight - Conversant Media

10.35 -

Panel Session 1 – Understanding the customer in 2019

  • How is the customer in 2019 different from previous years?
  • Can the high street / stores still serve a purpose?
  • What does a high quality experience look like today?
  • How does behaviour differ by demographic?

Find out more

11.05 -

Refreshments and networking

11.35 -

Partner Insight 

11.45 -

IMRG Insight – Which Elements of the Customer Funnel are Important for Conversion?

Matthew Walsh, Director of Data and Retail, IMRG

12.00 -

Panel Session - Optimising the Customer Funnel

What do retailers need to think about when optimising these areas of their website:

  • Homepage / search results page
  • Product page
  • Basket review page
  • Checkout page 

12.30 -

Lunch break and networking 

13.30 -

Second retailer Keynote

14.00 -

Partner Insight - Zendesk

14.20 -

Panel Session – Communicating with Customers 

  • The various channels available for engaging with customers
  • Using data to inform communication
  • Engaging with customers across different devices
  • How different communication methods can be used in combination

14.50 -

Refreshments and networking

15.20 -

Partner Insight

15.30 -

IMRG Insight – Understanding Customer Journeys

Matthew Walsh, Director of Data and Retail, IMRG

15.45 -

Panel Session – Site Navigation and Optimisation

  • How do customers navigate retail sites?
  • The impact of customer journeys on conversion
  • Which options should be promoted at checkout?
  • Deciding how to prioritise site optimisation tasks 

16.15 -

Drinks reception


Headline Sponsor



For more than 15 years, Conversant has been transforming the way that brands reach and talk to consumers, to drive meaningful relationships at incredible scale. Our proprietary tools and systems handle millions of bid requests and transactions that drive billions of dollars in incremental revenue. We store data in petabytes, and we make bid decisions in milliseconds. Conversant is propelling ad tech to the next level by making digital display, mobile and video ads more personal, relevant and valuable to individuals, across all their devices—anywhere, every day. All while maintaining the highest privacy standards.

More info


Headline Sponsor



Zendesk makes better experiences for agents, admins and customers. As employees, we encourage each other to grow and innovate. As a company, we roll up our sleeves to plant roots in the communities we call home. Our customer service and engagement platform are powerful and flexible, and scale to meet the needs of any business. Even yours.

More info

Who Should Attend?

This conference is structured around some of the unique insight from the advisory board, and the IMRG data sets.

  • Heads of eCommerce
  • Heads of Multichannel Retailing
  • Global Heads of eCommerce
  • Heads of Logistics / Delivery
  • Heads of Marketing
  • Managers / Directors
  • Marketing Directors
  • Analysts 

This event is open to all online retailers*, and IMRG solution provider members at no charge**. Non-member suppliers can attend but will be charged £1500. We will contact registered non-member suppliers to notify them of cost of access. Access to the event is controlled by IMRG and people will be refused entry if payment is not cleared on the day. 

*An online retailer would be a B2C operation selling products or services, via a website with transactions completed fully, including payment, via any interactive channel, from any location. These operations may have a social media presence, store, or be linked via a marketplace but would operate primarily via their own domain and not via a marketplace alone. Unfortunately 3rd party agencies who have retailers as clients are not classed as retailers themselves but would be a solution provider.

**Attendees registering under incorrect ticket types will be reviewed and cancelled with access to the event refused.

Where Is It?

IMRG Customer Connect Conference will be hosted in Cavendish Conference Centre.

Registration from 08.30, starting at 09.30 and finishing 16.15 with networking drinks till 17.30.

Cavendish Conference Centre

22 Duchess Mews

Google map

Nearest Tube Stations:

  • Oxford Circus
  • Bakerloo Line
  • Central Line
  • Victoria Line
  • Regent's Park
  • Bakerloo Line
  • Great Portland Street
  • Circle Line
  • Hammersmith & City Line
  • Metropolitan Line

Permission Statement

We have partnered with Conversant and Zendesk to help produce our Customer Connect 2019

If you would like to hear more about increasing customer engagement and interaction, reaching the right audience, how to improve your customers experience and any related services that Conversant and Zendesk think you would find useful, click "Accept" below.

Only information you have provided on the registration form will be shared after the event

Please note that your attending this event is not conditional on your provision of consent.

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