Main Conference Day 1 | 20th May

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Learn how Home Retail Group achieved its innovative Argos store transformations from concept through to delivery. Nigel has led the most ambitious store change programme undertaken by Argos across its c.740 stores. We are delighted that Nigel will be joining us to share how he has truly achieved step change in customer experience across the channels.

• Delivering a market leading proposition which rewards the customer and enhances the in-store experience
• The value in giving the customer the choice to shop their way
• Trialling the next steps in same day delivery
• Pulling all strategies together through an omni-channel

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Benefit from the insight of Sienne who is heading up the development of the online customer experience across all channels at John Lewis. Former Head of Mobile at Morrisons, Sienne set the strategy and led the delivery of Morrisons’ entry into multi-channel digital retail. She was also responsible for multi-channel strategy development and project delivery of cross-channel shopping journeys within M&S locally and internationally. Sienne initiated the design and development of M&S’s first in-store retail touch screen browse and order points and introduced 'endless aisle' shopping to every M&S store.
• How embracing technology is helping retailers to deliver better customer service
• Finding new ways to overcome the divide between a consumer’s digital needs and expectations from the experiences retailers are actually able to provide them
• Embracing the omni-channel approach to incorporate a consistent message across all channels
• Placing digital at the heart of the modern retail shopping experience

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Customers are embracing the convenience of anytime, anywhere shopping. Delivering an easy and convenient way for customers to pay is crucial for retailers. Technology is now providing retailers with huge potential to connect with customers through multiple channels – online, mobile and in-store. How can merchants leverage these new developments to streamline processes, reduce costs, improve customer experience and ultimately increase revenue? Countertops, mobile terminals, tablets, cash registers…countless new combinations are possible in Point-of-Sale (POS) today. The high street needs to move forward with available payment technology in a way that suits their business, not to be left behind the competition.

» The benefits of moving to mobile payments in-store

» Ways to harness customer data and tailor products and services to encourage brand loyalty

» Improving conversion and reducing risk via an integrated platform

» Offering a seamless solution for mobile, online and in-store transactions to accept almost any type of payment, anywhere in the world.

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Benefit from a 360º view of the leading minds behind the exciting Hyundai digital store at Bluewater, Kent. Revolutionising the traditional showroom, the store offers a car buying experience for today’s digital consumer. Hear the steps taken from those who created it, on how they built and delivered this innovative store.

• Using digital technology creatively in-store to deliver an experience
• Connecting the brand with the customer across all channels
• How to create an experience which is as enjoyable and imaginative in-store as it is online

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Something quite dramatic has happened to stores and shoppers. They’ve become connected. This year it’s a fair bet that every adult through your doors will have a smart-phone and that in-store screens, WiFi and sensors will further blur the line between offline and online retail. Simon launched a mobile agency in 2007 and has since made it his mission to create clarity and value from digital disruption. In 2013 he led the interactive team behind the award-winning Thomson Holiday Design Store and last year co-founded the UK’s first in-situ digital innovation agency, Omnifi. He believes that we should all be excited by the potential of connected stores, but that realising true value from in-store digital is not about using the latest technologies, but about applying technology meaningfully.

• Why in-store is different, how to re-think and re-imagine digital experiences for physical spaces
• Navigating the technology swamp, developing a critical approach to digital innovations
• A vision of responsive retail – designing and delivering dynamic stores that listen to and respond to customer need
• Achieving consensus and focus, developing a connected store roadmap and realising the value of testing and learning

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Created to make shopping effortless, Hointer uses robots, technology and mobile apps to do the work for the customer. Former head of Supply Chain and Fulfilment Technologies at Amazon, Nadia is passionate about helping stores redesign and reformat to ensure their future and that they meet the evolving needs of today and tomorrow’s consumer. Nadia will walk through how stores of any size can rethink the shopping experience. After the presentation, Nadia will challenge the audience to find a solution for their store today! You’ll have the opportunity to engage in interactive roundtable discussions with peers before each group presents its conclusions back to the audience. You will take away new and diverse approaches to transforming your store and how to make a start!

• How to think ahead of the consumer and design a future store beyond what they even know they want or need
• Is experience the key factor to loyalty and retention? What routes exist to ensuring you are the retailer of choice
• Where are retailers going wrong in utilising technology and what can be learnt from the customer that helps you to get it right
• Choosing a digital path which is best for your business

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