At this roundtable conference, you’ll discover best practices for creating exceptional customer experiences.
Finding strategies to boost customer loyalty is a priority this year, as IMRG research shows that just one or two bad experiences will deter customers from purchasing. Our community of retailers have revealed that growing loyalty is one of their top aspirations for this year, where 55% who did not have a loyalty scheme plan to launch one in the coming months.
Engage in expert-led sessions and discussions on optimising pricing, promotions, merchandising, delivery, marketing, and more.
Event format and venue
The event will take place at the prestigious Royal Horseguards Hotel in London, positioned on the banks of the River Thames at Embankment. Attendees will benefit from dedicated one-to-one networking sessions, offering ample opportunity to engage with industry peers and experts. Enjoy a gourmet three-course lunch, followed by a champagne networking reception.
Agenda
| 08:30 – 09:30 | Breakfast masterclass session: Site navigation | This open discussion format enables retailers to share insight on optimising journeys for site visitors across site search, navigation menu and page content. |
| 09:30 – 09:45 | Transition to main event starting | |
| 09:45 – 10:00 | How do customer journeys vary across the year? Andy Mulcahy, Strategy & Insight Director at IMRG | Looking at the customer funnel, this session will show how add-to-basket rates and checkout completion changes across the days of the year, including the run-up to key retail events |
| 10:00 – 10:10 | Key Insights from Headline Sponsor | |
| 10:10 – 10:25 | Retailer roundtables | A series of retailer discussions on rotation, focusing on how to:
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| 10:25 – 10:30 | Strategies for customer acquisition part 1 Matthew Walsh, Data & Retail Director at IMRG | What are the key differences between new and repeat customers in terms of conversion, average spend and the channels they come through? |
| 10:30 – 10:45 | Retailer roundtables | A series of retailer discussions on rotation, focusing on how to:
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| 10:45 – 10:50 | Strategies for customer acquisition part 2 Matthew Walsh, Data and Retail Director at IMRG | What are the costs associated with acquisition, how does it vary by marketing channel; which are the most valuable and provide the best ROI? |
| 10:50 – 11:05 | Panel: How can you get the most out of retail media? | How do retailers use retail media at the moment, what are the challenges and opportunities in using it? |
| 11:05 – 11:25 | Coffee break | |
| 11:25 – 12:15 | Peer-to-peer sessions | In this fun and interactive session, all delegates are paired up with someone else in 5 x 8-minute slots, enabling you to learn key insight from a range of your peers |
| 12:15 – 12:20 | Strategies for optimising conversion Andy Mulcahy, Strategy & Insight Director at IMRG | What strategies can retailers employ to increase the chances of conversion on their sites, do some approaches work better than others? |
| 12:20 – 12:30 | Key Insights from Headline Sponsor | |
| 12:30 – 12:35 | Customer lifetime value Matthew Walsh, Data and Retail Director at IMRG | What market averages exist around customer lifetime value, and how does it vary in accordance with the type of retailer? |
| 12:35 – 13:35 | Lunch | |
| 13:35 – 13:40 | Strategies for increasing retention part 1 Andy Mulcahy, Strategy & Insight Director at IMRG | What strategies do retailers employ to improve the chances of customers returning to purchase again? |
| 13:40 – 13:55 | Retailer roundtables | A series of retailer discussions on rotation, focusing on how to:
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| 13:55 – 14:00 | Strategies for increasing retention part 2 Andy Mulcahy, Strategy & Insight Director at IMRG | How successful are retailers’ loyalty programmes, and what are the key components that make them up? |
| 14:00 – 14:15 | Retailer roundtables | A series of retailer discussions on rotation, focusing on how to:
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| 14:15 – 14:35 | Coffee break | |
| 14:35 – 14:50 | Retailer roundtables | A series of retailer discussions on rotation, focusing on how to:
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| 14:50 – 15:10 | Retailer deep-dive analysis Matthew Walsh, Data and Retail Director at IMRG | This session focuses on data from IMRG’s daily tracker, showing how performance across marketing channels changes over time, and how engagement time on site varies |
Am I eligible?
The event is free to attend for retailers. To ensure a relevant experience for all attendees, limited free seats are available for non-members who meet the following eligibility criteria:
- Retailers who hold a manager-level position or higher within their organisation.
- Retailers who represent a retail business with an annual turnover of £2 million or more.
By adhering to these criteria, we aim to create an environment where attendees can network with peers facing similar challenges and opportunities.
How can solution providers get involved?
This event is only free to attend for retailers.
If you’re a solution provider eager to attend this event, we encourage you to book a time in our calendar to explore the unique sponsorship opportunities available.
Event Sponsors
