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
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.
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.
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
IMRG Welcome and overview of the day
Justin Opie, Managing Director, IMRG
Andy Mulcahy, Editor, IMRG
Updated Mobile Research
Jamie Merrick, Director, Strategic Solutions, SalesForce
Neil Sansom, Chief Executive, Woolover
Panel Session One - Fast Moving Fashion - What's new and what's next?
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
The Big Debate - How to determine lifetime customer value
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
Speaker - Mark Wright, Managing Director - Digital, Jack Wills
Sex, Drugs and Click & Collect – Opportunities to increase footfall and sales revenue through outstanding customer experiences.
Speaker – Paddy Earnshaw, Chief Customer Officer, Doddle
Panel Session Three - Inspiring shopper confidence through the check-out experience
Delivery Matters: The latest real time insights for the Fashion sector
Speaker - Roger Morris – Head of Royal Mail Parcels
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.
Panel Session Four - Maintaining your brand values and building customer loyalty in a crowded market
Using innovation in cross-border Fashion delivery to push retailers ahead of the pack
Speaker - Iain O’Neill, Head of Innovation at wnDirect.
Speaker - Ruth Ballett, Industry Manager - Retail, Google
7 Kick-Ass Ways To Return Like A Boss.
Speaker - Charlotte Monk-Chipman, ReBOUND
IMRG round up.
More details coming soon.
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.
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
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
- Tower Hill
- Circle Line
- District Line
- Circle Line
- Metropolitan Line
- Tower Gateway
- Fenchurch Street