Keynote (The Centre of the Universe)

Raymond Cloosterman, Founder & CEO, Rituals

Keynote (The Centre of the Universe)

Jaume Miquel, Chairman & CEO, Tendam

Anne Mezzenga, Co-CEO, Omni Talk (Interviewer)

Keynote (The Centre of the Universe)

Tina Müller, CEO, Weleda AG

Track Keynote: Building Innovative and Engaging Store Experiences

Description:

Customers shopping in-store today expect more than just a place to buy products - they seek unique, immersive experiences that reflect brand values and connect with them on a personal level. By blending digital and physical elements, from interactive displays to personalised service touchpoints, to community-focused experiences, consumer brands and retailers are transforming their physical spaces into vibrant destinations that inspire loyalty, foster community, and drive sales.

This Track Keynote session will explore:

• Strategies for blending physical and digital elements to elevate the in-store experience
• How digital tools can enhance personalisation, interactivity, and engagement
• Techniques for creating memorable experiences that build customer loyalty and encourage repeat visits

Building Innovative and Engaging Store Experiences

Description:

Customers shopping in-store today expect more than just a place to buy products - they seek unique, immersive experiences that reflect brand values and connect with them on a personal level. By blending digital and physical elements, from interactive displays to personalised service touchpoints, to community-focused experiences, consumer brands and retailers are transforming their physical spaces into vibrant destinations that inspire loyalty, foster community, and drive sales.

In this session, two presentations will explore:

• Strategies for blending physical and digital elements to elevate the in-store experience
• How digital tools can enhance personalisation, interactivity, and engagement
• Techniques for creating memorable experiences that build customer loyalty and encourage repeat visits

Optimising Store Operations for Maximum Efficiency and Productivity

Description:

Optimising store operations is critical for driving efficiency and productivity. By leveraging technologies - such as RFID, digital shelf labels, robotic automation and more - and refining processes, retailers and consumer brands can eliminate bottlenecks, improve workflows, and enhance operational effectiveness across their physical stores. In turn, these efficiencies can create seamless and convenient experiences that deliver value for consumers.

Through two short presentations and fireside chats, this session will explore:

• Strategies for identifying and eliminating bottlenecks to improve workflow and streamline operations
• Insights into the cutting-edge technologies and capabilities driving operational efficiency and store performance
• The role of technology in transforming store operations for long-term agility, resilience and seamless customer experiences

Building and Optimising Retail Media Networks

Description:

Around 45% of large retailers globally are either running or are in the process of launching a Retail Media Network, and this figure is expected to grow significantly in the coming years as retailers look to capitalise on the potential for additional revenue streams and strengthen data-driven relationships with consumer brand partners. However, barriers to entry remain, including technological challenges, high investment costs, and the need to upskill teams to manage and optimise these networks successfully.

Through a research presentation and panel, this session will explore:

• The key strategies and capabilities leading retailers are using to harness the full potential of their Retail Media Networks
• How retailers are overcoming challenges, future-proofing their networks, and fostering collaboration with consumer brand partners
• Challenges faced in launching and scaling Retail Media Networks successfully and lessons learned

Delivering Customer Joy Post-Purchase

Description:

With 90% of consumers valuing the post-purchase experience as much as product quality - and 80% unlikely to return after a negative experience - this stage of the customer journey is now a critical battleground. Customers demand reliable delivery, seamless returns, and clear, personalised communication. Meeting these expectations, while managing costs, requires smart planning and innovation.

Through a series of short presentations and a panel, this session will explore:

• The internal processes and structures required to deliver exceptional post-purchase experiences
• The tools and technologies that drive loyalty and repeat spending through consistent, standout post-purchase interactions
• Key lessons from retailers and consumer brands successfully optimising delivery, fulfilment, and returns to exceed customer expectations

Keynote (The Centre of the Universe)

Michael Ward, Managing Director, Harrods

Keynote (The Centre of the Universe)

Fanny Moizant, Co-Founder & President, Vestiaire Collective

Kirsty McGregor, Executive European Editor, Vogue Business (Interviewer)

Keynote (The Centre of the Universe)

Marc Carena, Regional President Europe, Central Eurasia & International Travel Retail, Mars Wrigley

Ben Miller, VP, Original Content & Strategy, Shoptalk (Interviewer)

Measuring and Empowering the Cross-Channel Customer Journey

Description:

Customer journeys today encompass many touchpoints, both online and offline, and are anything but linear. Shoppers follow diverse routes from first discovering a consumer brand to making their initial purchase, and eventually to building loyalty. As these journeys become increasingly complex, retailers and consumer brands often lack clear visibility into the key touchpoints that empower a customer to make a purchase.

In a series of three fireside chats, this session will explore:

• The tools and tactics required to measure and gain a comprehensive view of the factors influencing their shoppers' behaviours - from data analytics to customer feedback
• Strategies to leverage cross-channel data to not just influence, but to empower customers to make informed purchase decisions across multiple touchpoints

Unleashing Data from the C-Suite to Frontline Teams

Description:

Data has the power to transform brands and businesses, but true impact comes from its democratisation, ensuring it is viewed with importance across the business. By making data and AI a business-wide priority, transcending role or responsibility, retailers and consumer brands can achieve more powerful decision-making, enabling faster, more informed choices, and unlocking opportunities for disruption across every department.

Through an exclusive use case, this session will explore:

• How to ensure that everyone understands the true potential of data and the power of leveraging insights more effectively
• How truly democratised data can be unleashed to serve frontline teams to deliver exceptional experiences, reward existing customers, attract new ones, and drive revenue

Democratising Data Throughout the Organisation

Description:

Data democratisation has the power to transform decision-making, enabling faster, more informed choices and unlocking opportunities for disruption across every department. By leveraging data analytics effectively, leaders can cut costs, accelerate speed-to-market, drive revenue, and attract new customers - harnessing the full potential of their data.

This mini-panel session will explore:

• Real-world case studies illustrating the transformative impact of advanced analytics on key business functions, including challenges faced and lessons learned
• How data analytics, AI, and digital leaders can act as trusted advisors, partnering with business units to drive immediate operational value and align with long-term goals

Delivering Scalable International Growth

Description:

Cross-border ecommerce accounts for 32% of all European online sales, with marketplaces accounting for the lion's share of these revenues. However, selling across global borders brings unique challenges, including language, localisation, cultural differences, supply chain complexities, and in some cases, currency challenges.

This panel session will explore:

• Frameworks for delivering scalable global ecommerce growth
• Practical strategies for navigating cross-border challenges by leveraging marketplaces, supplier partnerships, localised direct-to-consumer strategies, and more amid economic and geopolitical challenges
• Key trends shaping the future of cross-border ecommerce and strategies for driving sustained growth in new markets, in both Europe and beyond

Keynote (The Centre of the Universe)

Nicolas Mermoud, Co-Founder & Creator, HOKA

Sarah Engel, President, January Digital (Interviewer)

Keynote (The Centre of the Universe)

Carrie Baker, President, Brand & Commercial, Canada Goose

Shoptalk's European Retail Zeitgeist 2025

Ben Miller, VP, Original Content & Strategy, Shoptalk

Adam Plom, VP Content, Europe, Shoptalk

Partnering to Unlock and Scale Data-Driven Value

Description:

Turning data and AI into actionable, performance-driving products remains a challenge for retailers and consumer brands. Tests and insights are valuable, but the real competitive advantage lies in adoption and scale that drives growth, efficiency and results.

This session will explore:

• Real-world examples showcasing how data products were piloted, scaled, and delivered measurable business impact
• How partnerships between digital teams and business units can drive scalable strategies that move beyond insights
• The role of data leaders as strategic owners, ensuring data strategies align with both near and long-term business priorities and goals

Delivering Business Value through Advanced Analytics

Description:

Unlocking the true potential of data analytics and AI remains a challenge for many retailers and consumer brands, with only 62% reporting that insights are creating a competitive advantage. Yet, the opportunities are vast - every department stands ready for disruption. Leaders must act decisively to leverage advanced analytics to cut costs, streamline operations, accelerate speed-to-market, drive revenue, and attract new customers by harnessing the power of their data.

Through two presentations, this session will explore:

• Two unique real-world case studies illustrating the transformative impact of advanced analytics on key business functions, including challenges faced and lessons learned
• How advanced analytics can be leveraged in supply chain and operations, through to marketing and CX to have a real and tangible impact on business outcomes