Customer Connect Conference 2018

Our first event that's 100% focused on the customer

The IMRG Customer Connect is the first conference we have ever run that 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:

  • Genuine feedback from retail businesses
  • What customers tell us through social, email, calls, reviews and other communication forms
  • Techniques for gathering data and insight on customers
  • Debates on what we know – and don’t know – about our customers

Customer Connect 2018 retail speaker logos

Keynote Speakers

  • Why Storytelling Is Good Business – And How To Do It In The Digital Age

    Why Storytelling Is Good Business – And How To Do It In The Digital Age

    Laura Riches - Marketing Director - Naked Wines

    From vandalised vines, to freak frosts and return plane tickets never used... Naked's greatest asset is our winemaker stories. And in the digital era, technology provides new opportunities to bring these to life. This session will explore how Naked uses technology and data science to excite and inspire, by matching the right stories to the right customers.

Panel Sessions

IMRG will host four panel session diving into various topics related to the customer. 

Getting to know your customer - 10:35 - 11:15

In order to provide your customers with the experiences they expect, you need to build an understanding of them. What should you focus on and how can you find it out?

• Identifying and gathering information on customers
• Interpreting the data available to you
• Getting the right mix of options (delivery, payments etc) to suit your customers
• Are there limitations in what we can understand about our customers?

The different types of customer - 12:10 - 12:45

Customer behaviour is not universal – it can vary depending on demographic, requirement and context – but it is constantly evolving. What do you need to know to keep on top of it?

• Identifying what makes a ‘good’ (and ‘bad’) customer
• How does customer behaviour vary by sector?
• How does customer behaviour vary by demographic?
• Maintaining relevance to your customer base

Acting on what customers tell us - 14:10 - 14:45

Customers have numerous options for communicating with retailers today – what should you do with this information and how can it be used to advantage?

• What we can learn from feedback through various channels (reviews, UGC, social etc)
• Converting negative customer experiences into positive ones
• The need to constantly improve all areas of the customer experience
• The common areas of retail where customer expectation is not met

Customers at Xmas - 15:40 - 16:15

Christmas is the busiest time of year for shopping, which brings opportunities but also great challenges – particularly given the shape of peak following the emergence of Black Friday. How should you approach your strategy?

• Should you view / treat your customers differently at Christmas?
• How does customer behaviour change during Christmas trading?
• How should you target early / late shoppers?
• Converting bargain-hunters into loyal customers


Headline Sponsor



Sitecore is the global leader in experience management software that combines content management, commerce, and customer insights. The Sitecore Experience Cloud™ empowers marketers to deliver personalized content in real time and at scale across every channel—before, during, and after a sale.

Where Is It?

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

Registration from 08.30, starting at 09.30 and finishing 17.00 with networking drinks till 19.00.

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