eTail Connect Spring 2025
25 - 26 February, 2025
Allianz Stadium, London
Day 1 | 25th February
8:00 am - 8:40 am
Registration and Welcome Coffee
After registering, catch up with friendly faces before the event kicks off over a much-needed morning coffee. Don’t forget to follow the @eTail Connect LinkedIn page and get socialising as well as giving you a chance to win one of our amazing prizes.
8:40 am - 8:50 am
Welcome Remarks & Delegate Orientation: WBR
8:50 am - 9:00 am
Chairperson’s Opening Address
BUILDING RESILIENCE & AGILITY
9:00 am - 9:20 am
OPENING KEYNOTE FIRESIDE CHAT: The start-up mindset: How can the largest brands harness start-up energy and agility to unlock growth in the face of disruption and complexity?
Claire Hennah -
Chief Customer Officer Unilever Beauty & Wellbeing, Digital Commerce Officer,
Unilever
- How can large retailers adopt a start-up mindset to maintain their competitive edge and move faster in spite of an evolving marketplace and shifting economy?
- How can large brands collaborate with start-ups to embed them with the resilience necessary to grow?
Claire Hennah
Chief Customer Officer Unilever Beauty & Wellbeing, Digital Commerce OfficerUnilever
MAXIMISING MOBILE REVENUE
9:20 am - 10:00 am
PANEL DISCUSSION: Channelling the power of apps: How can your mobile app help you build strong connections with customers and provide a growing source of revenue?
Meriel Neighbour -
Head of Global Digital Product,
Clarks
Jennifer North -
Head of Digital Experience,
Hobbycraft
Harry Blamire -
Head of Customer Experience,
B&Q
- How does your mobile app connect your omnichannel offering and drive visits to physical stores?
- How can you use rewards and push notification to increase interactions with existing customers?
- What are the key data points that will ensure a personal touch that resonates with customers?
Meriel Neighbour
Head of Global Digital ProductClarks
10:00 am - 10:20 am
INDUSTRY CASE STUDY: Making mobile seamless: How can you maximise customer adoption of your apps to unlock the full growth potential of your retail apps?
- How can you communicate the benefits of app usage to customers?
- How can you use loyalty members as the launch base from which your app can grow in use?
- How can you leverage data from multiple platforms, from web to in-store and the app itself, to create unprecedented levels of personalisation that boost all revenue streams?
10:20 am - 10:35 am
Networking Bingo!
Throw yourself into our popular networking session to meet as many people in the room as you can in 15 minutes. Grab a bingo card and a pen, search out the numbers you need, and the winners get to decide on a donation to a charity of their choice courtesy of WBR.
10:35 am - 10:40 am
5 Minutes Transition
10:40 am - 11:10 am
Private Business Meetings
This time is reserved for you to benchmark solution providers.
10:40 am - 11:10 am
INDUSTRY THINK TANK: How to elevate your attribution game to reveal customer journeys across devices and maximise the returns on customer acquisition?
11:10 am - 11:15 am
5 Minutes Transition
11:15 am - 11:45 am
Private Business Meetings
This time is reserved for you to benchmark solution providers.
11:15 am - 11:45 am
Coffee Break and Networking Time
Network with your industry peers and make whilst enjoying a revitalising refreshments. Don’t forget to follow the @eTail Connect LinkedIn page and get socialising as well as giving you a chance to win one of our amazing prizes.
11:45 am - 11:50 am
5 Minutes Transition
SUCCEEDING THROUGH SEO
11:50 am - 12:10 pm
CASE STUDY: Dominating search in 2025: How can you navigate algorithm updates and adapt to industry shifts to supercharge organic traffic and sales?
Swagat Choudhury -
Global Digital eCommerce Director, Mars,
Wrigley
- How can you create compelling, shareable user-centric content to attract organic traffic?
- How can your data-driven SEO strategies drive transformational growth?
- How are search engines prioritising user experience in search results, going beyond keywords?
REVOLUTIONISING OMNICHANNEL
12:10 pm - 12:30 pm
PANEL DISCUSSION: The age of ‘unified commerce’: How can you create a singular, flexible buying journey across all channels to boost sales and satisfaction?
Adrian Evans -
Head of Customer Commerce,
B&Q
Jacqueline Joel -
Head of Customer and Digital Transformation,
Superdrug
Daryl Wilkes -
Director of Customer Care,
Asos.com
Chris Watson -
VP of Product,
Wolf & Badger
- How can you create a single, malleable, seamless customer journey across different digital touchpoints to accelerate the speed to purchase?
- How can you combine real-time product recommendations and loyalty programs to offer personalized perks that will drive customers to buy?
- How can you optimally connect digital and physical storefronts seamlessly to deliver a synchronized inventory that won’t disappoint customers?
- How can you increase technology adoption across your retail business to usher in the age of unified commerce?
- How can you evaluate the benefits of composable architecture for driving a unified commerce approach for your customers?
TRANSFORMING POST-PURCHASE
12:30 pm - 12:50 pm
CASE STUDY: How can you transform the post-purchase experience into a value add that fosters loyalty and expands revenue?
SJ Grabiec -
Global Head Of Customer Experience (CX) & Payments,
AllSaints
- How can you make improvements to the post-purchase journey that encourages customers to repeat purchases in future?
- How can you expand post-purchase experiences beyond helplines, live chats and refunds to turn them into brand loyalty engines?
12:50 pm - 12:55 pm
5 Minutes Transition
12:55 pm - 1:25 pm
Private Business Meetings
This time is reserved for you to benchmark solution providers.
1:25 pm - 2:25 pm
Lunch Break
Network with your industry peers and make valuable new contacts with solution providers during our lunch break in the buzzy lunchroom.
12:55 pm - 1:25 pm
INDUSTRY THINK TANK: How to harness individual personalisation to make people fall in love with your brand and find products that are just what they want
1:25 pm - 2:25 pm
Women in Retail Workshop
Join us for a lunch masterclass where we will discuss how to empower women in retail and the obstacles facing women in leadership positions.
2:25 pm - 2:55 pm
Private Business Meetings
This time is reserved for you to benchmark solution providers.
2:55 pm - 3:00 pm
5 Minutes Transition
3:00 pm - 3:30 pm
Private Business Meetings
This time is reserved for you to benchmark solution providers.
3:30 pm - 3:35 pm
5 Minutes Transition
SCALING SHOPPING GLOBALLY
3:35 pm - 3:55 pm
PANEL DISCUSSION: Scaling ecommerce: How can you grow your ecommerce business at scale to become a competitive global retail business?
James Bell -
Ecommerce Director,
La Redoute
Ryan Gilfrin -
Commercial Director,
La Redoute
- How can you define the scope of expansion to effectively grow your brand within new markets?
- What new tools do you use and what existing technology can help you grow?
- How can you determine the best strategy and for new market selection to accelerate growth?
- What are the best ways to localise and tailor the shopping experience for each region?
LEVERAGING GENERATIVE AI
3:55 pm - 4:15 pm
CASE STUDY: Converting through conversation: How to use Generative AI customer service tools to access enhanced customer knowledge and create more engaging experiences
Sebastian Green -
Chief Technology Officer,
Club L
- How do Generative AI shopping assistants go over and above the results of chatbots?
- How can you continue to tailor the CX with personalised AI recommendations?
- How can you create a tool that takes all the guesswork from the customer’s shopping journey?
4:15 pm - 4:20 pm
5 Minutes Transition
4:20 pm - 4:50 pm
Private Business Meetings
This time is reserved for you to benchmark solution providers.
4:20 pm - 4:50 pm
INDUSTRY THINK TANK: How to transform your retail operations, from marketing to merchandising, to bring on the unified commerce world and unlock opportunities to grow
A problem shared is a problem halved – all retailers are facing the same big problems right now. Choose your biggest challenges right now and join a discussion with 3 or 4 peers, join forces and come up with some solutions. There will be time to move to 2 tables during the session.
RETAIL THERAPY ROUNDTABLES
4:50 pm - 5:30 pm
Table 1 - Retention revolution: How can you gamify your loyalty program to drive repeat business?
4:50 pm - 5:30 pm
Table 2 - Sustainable ecommerce: How can you best demonstrate your commitment to sustainability through your product offerings and marketing with real sincerity?
4:50 pm - 5:30 pm
Table 3 - Creating cohesion: How to break down barriers between digital experience and trading for greater efficiency and productivity all benefitting the customer experience
Jennifer North -
Head of Digital Experience,
Hobbycraft
Abbey Webb -
Digital Analyst,
Hobbycraft
4:50 pm - 5:30 pm
Table 4 - Social sells: How to create a community through your socials that drive traffic to all channels
Raghuveer Patnala -
Head of Marketing CRM and Retention,
TJC
4:50 pm - 5:30 pm
Table 5 - Demystifying SEO: How can you maximise the value of organic traffic and make it a growth driver?
Amish Mehta -
Head Of SEO,
Boots
Amish Mehta
Head Of SEOBoots
4:50 pm - 5:30 pm
Table 6 - Robots for revenue: How can you leverage AI for smarter processes that optimise your operations?
4:50 pm - 5:30 pm
Table 7 - Continuous revenue: How can adopting a subscription-based model create long term margin growth and increased loyalty?
4:50 pm - 5:30 pm
Table 8 - Fulfilling expectations: How does your click and collect offering enhance your CX and connect online and offline?
Meriel Neighbour -
Head of Global Digital Product,
Clarks
Meriel Neighbour
Head of Global Digital ProductClarks
4:50 pm - 5:30 pm
Table 9 - Second hand knowledge: How can traditional ecommerce learn from the success of recommerce to overcome disruption?
5:30 pm - 5:40 pm
Chair’s Closing Remarks & End of Day 1
5:40 pm - 7:40 pm
eTail Connect – at the end of the day
Join your peers for refreshments and dinner overlooking the famous Twickenham pitch!