Fashion Connect Conference


Every retailer wants to have more customers – but how can we understand the actual value of each customer to the business?

Fashion is a highly competitive and fast-moving sector, where new entrants constantly look to chip away at established brands’ market share. In this congested environment, gaining new customers is a tough prospect – but keeping them is arguably tougher.

The IMRG Fashion Connect will have a special focus on lifetime customer value – how to determine, measure and ultimately improve it – including identifying what loyalty means today and understanding cross-channel behaviour.

This conference will provide you with insight into:

  • Getting the right marketing mix for recruiting new customers
  • Using personalisation to develop customer relationships
  • The varying customer demographics and their changing expectations
  • What makes a good customer – and how to keep them
  • The value of new and returning customers

Join us to ensure you gain access to the latest insights and trends in online fashion.

Images from Fashion Connect 2017

Here is a snapshot of the IMRG Fashion Connect 2017

Keynote Speakers


  • Mark Wright

    Mark Wright

    Managing Director Digital at Jack Wills

    13:30- 13:50

    Mark's presentation will focus on how Jack Wills view of the customer is evolving in the digital age. Mark will discuss the journey he and his team have been on in a rapidly changing market, sharing his understanding of the multiple touch points the consumer has with Jack Wills. He will also share what "lifetime customer value' means to Jack Wills in a highly competitive market.

  • Neil Sansom

    Neil Sansom

    Chief Executive at WoolOvers Ltd

    09:50 - 10:10

    Neil Sansom, former omnichannel director of Moss Bros, will present on the digital transformation that has been going on at Woolovers. Neil will draw on his experience at Moss Bros and Woolover to show you how rapid change can be implemented whilst maintaining brand values to keep you customers engaged.

  • Ruth Ballett

    Ruth Ballett

    Industry Manager - Fashion & Luxury Retail, Google

    15.50 - 16.10

    Fashion retail in the era of the digital assistant. We are now a mobile first world, and mobile has created challenges but also huge opportunities. AI and machine learning are beginning to drive even deeper, immersive and more assistive experiences in fashion retail. How can we best position ourselves to take advantage of this and increase lifetime customer value to the business


08.45 -

Morning registration with coffee and breakfast 

09.15 -

IMRG Welcome and overview of the day

Justin Opie, Managing Director, IMRG

Andy Mulcahy, Editor, IMRG

09.40 -

Updated Mobile Research 

Jamie Merrick, Director, Strategic Solutions, SalesForce

09.50 -

Retailer Keynote

Neil Sansom, Chief Executive, Woolover

10.10 -

Panel Session One - Fast Moving Fashion - What's new and what's next?

See below. 

10.45 -

Refreshment break and networking

11.15 -

Snapshot presentation with Yext  

In an increasingly competitive fashion retail market, customers besieged by messages and signals turn to ratings and reviews as a shortcut to decide where to buy. Take control of your online reputation and learn how to build brand advocates through first-party review generation. Brand advocates today are loyal customers for life.

Speakers -Jon Buss, Managing Director, Yext with Andy Harding, ex Chief Customer Officer, House of Fraser

11.35 -

The Big Debate - How to determine lifetime customer value

See below. 

12.10 -

Snapshot presentation with BarclayCard 

The next generation shopper, serial returners affect most fashion retailers and they are not making things easy. In this keynote we will discuss what makes a serial returner, why they exist & how this is affecting the fashion sector

Speaker - Shay Doran, Vice President - Channel Strategy, Barclaycard

12.30 -

Lunch and networking 

13.30 -

Main Theatre 

Retailer Keynote 

Speaker - Mark Wright, Managing Director - Digital, Jack Wills

Delivery Theatre 

Sex, Drugs and Click & Collect – Opportunities to increase footfall and sales revenue through outstanding customer experiences. 

Speaker – Paddy Earnshaw, Chief Customer Officer, Doddle

13.50 -

Panel Session Three - Inspiring shopper confidence through the check-out experience 

See below. ​

Delivery Matters: The latest real time insights for the Fashion sector

Speaker - Roger Morris – Head of Royal Mail Parcels

14.25 -

How to become the customer's trusted advisor 

Matalan, Time Inc UK and ITV have formed a unique, content-led partnership. Join us to hear how Matalan have leveraged this content strategy to drive customer engagement and loyalty, moving beyond traditional “retailing” to become the customer’s trusted advisor. 


14.45 -

Refreshment break and networking 

15.15 -

Main Theatre 

Panel Session Four - Maintaining your brand values and building customer loyalty in a crowded market

See below. ​​

Delivery Theatre 

Using innovation in cross-border Fashion delivery to push retailers ahead of the pack

Speaker - Iain O’Neill, Head of Innovation at wnDirect.

15.50 -

Final Keynote

Speaker - Ruth Ballett, Industry Manager - Retail, Google

7 Kick-Ass Ways To Return Like A Boss.

Speaker - Charlotte Monk-Chipman, ReBOUND

16.10 -

IMRG round up. 

More details coming soon.

16.30 -

Conference finishes - Networking drinks and snacks

Time to unwind with a glass of something pleasant 

Two exclusive reports

Fashion: automation and efficiency in merchandising

This report will look at how fashion retailers can improve areas of their performance in a highly competitive and maturing online market.

It will address how efficiencies may be found through taking a very modern approach to operations – automating the routine tasks that machines are most effective at and freeing up time for creative individuals within the organisation to focus on the kinds of tasks where they can make the most difference.

This report will be part of the discusion on panel session one - Fast Moving Fashion - What's new and what's next?

Brand advocacy and location in fashion retail

This report will look at how brand advocacy can form an important element of fashion retailers’ strategies – providing an opportunity to improve their ability to attract shopper attention and build loyalty in a highly competitive and maturing online market. 


The findings in this report will be the focus on a snapshot presentation with Yext alongside a guest retailer.   

Panel Sessions

We have four great panel sessions with more speaker being announced soon. 

Fast moving fashion – what’s new and what's next? - 10:10 - 10:45

Chaired by Volo Commerce

A debate looking at the latest customer behaviour trends and developments in online fashion:

• Evolving expectations of fashion shoppers
• How to identify customers with high value potential
• Personalisation, relevance and understanding the customer
• Differentiating your brand against the competition

The Big Debate - How to determine “lifetime” customer value - 11:35 - 12.10

Chaired by Netbooster

This panel will look at the different elements that can contribute to calculating the value of a customer, including:

• The different approaches retailers can take
• The merits of retention vs acquisition
• Reigniting interest in lapsed customers
• Using channels for acquisition – email, social, affiliate, search

Inspiring shopper confidence through the online experience - 13:50 - 14.25

Chaired by Chargeback911

The checkout can be the final hurdle for the customer. This panel will discuss the basket experiences and convenience of different payment methods currently being adopted by retailer and consumer alike:

• Optimising across devices
• Using data to measure the value of customers
• Focusing on convenience at the checkout
• Security, data and the shopper experience

Maintaining your brand image and building customer loyalty in a crowded market - 15.15 - 15.50

Chaired by IMRG

Shoppers are fickle and with so many options online how do you keep your brand in the customer’s mind and retain their business? This session will look at the following areas of retention:

• What does loyalty actually mean today?
• Turning loyalty and advocacy into increased margins
• Approaches to inspiring customers to return
• Converting customers to advocates


IMRG Connect Conferences are supported by our members. At each event you'll get to meet like-minded people and hear about systems and practices that could help you trade more effectively online. Below are our Fashion Connect Conference. Click on a logo to find out their details.  

Event Sponsors

Who Should Attend?

This Fashion Connect Conference is designed to provide retailers with key learnings around how to personalise the customer offering.

If you want to understand the latest trends and developments in these areas this conference is a must-attend for you. If your role or responsibility falls into one of the below, you will benefit from attending IMRG Fashion Connect:

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

This event is open to all IMRG retailer members*, and IMRG Supplier members at no charge**.

*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 Fashion Connect Conference will be hosted in One America Square.

1 America Square

17 Crosswall, London EC3N 2LB

Nearest Stations:

  • Tower Hill
    • Circle Line
    • District Line
  • Aldgate
    • Circle Line
    • Metropolitan Line
  • Tower Gateway
    • DLR Line
  • Fenchurch Street
    • National Rail