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

    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

    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

    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

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.   


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

Panellists Confirmed:

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

Panellists Confirmed:

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

Panellists Confirmed:

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

Panellists Confirmed:

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:
  • Contact Apptus
  • Contact ATTRAQT
  • Contact Bronto
  • Contact Carlton Packaging
  • Contact Lil Packaging
  • Contact Royal Mail
  • Contact Salesforce
  • Contact Smiths News
  • Contact UPS
  • Contact Volo Commerce
  • Contact Yext
  • Contact Dynamic Yield
  • Contact MPP Global

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
Event Date 23rd Feb 2017 to 23rd Feb 2017
Event Time 09.30 to 17:00
Location 1 America Square

Headline Sponsor