Amba Hotel, Charing Cross, The Strand, London, WC2N 5HX (Directions)


The Art & Science of Retail Success

Consumers have fundamentally changed the way they shop and are increasingly dictating when, where and how they engage with brands. As a result, a gap is emerging between millions of individuals expectations and the ability of businesses to meet them.

As the advantage increasingly resides in customer experience and usability, companies must understand who their customers are and what they’re buying with a cross-channel and cross-device focus. The solution is the ability to create a single customer view, yet most brands are still on the starting blocks when it comes to building a truly Omnichannel experience.

At this breakfast event our expert speakers and audience explored ever-changing buyer behaviour, as well as the art and science of bringing together data, creativity and technology to help address the gap between retailer & customer.

Our exclusive breakfast event covered:

  • Customer empowerment

  • Data science and insights

  • Psychology behind consumer behaviour

  • Technology and its impact on purchasing

  • Omnichannel strategies

  • ‘True’ personalisation

Those in attendance at this event were:

  • Directors of Digital, eCommerce, Marketing & Customer Experience (CX)
  • Chief Digital & Customer Officers
  • Strategy, Research, Insight & Innovation leaders
  • Heads of Mobile, Digital & Social
  • Senior Customer Experience (CX) & User Experience (UX) leaders
  • CEO’s, Founders & Owners


Clare Muscutt

Clare Muscutt

Head of Customer Experience, Sainsbury's

Clare started at the grass roots of service, working on ‘the shop floor’ before beginning her career as a graduate in hospitality following completion of her degree and masters in Marketing from the University of Birmingham. She went on to hold a number of senior roles in Marketing, Customer Service, Customer Experience, strategy and proposition within FTSE 100 UK and Global companies. Recognised as a leading expert in her field, Muscutt has won numerous awards including UK Professional of the Year, endorsing her for forward thinking approach to customer experience and impressive commercial results.

Clare's LinkedIn Profile
Sainsbury's website

Vesselin Popov

Vesselin Popov

Business Development Director, University of Cambridge Psychometrics Centre

Vesselin Popov is the Business Development Director for the University of Cambridge Psychometrics Centre, a multidisciplinary research institute specialising in online behaviour and psychological assessment. He is responsible for the Centre’s commercial partnerships and oversees a range of projects to increase the understanding and use of ‘Big Data’ psychology in business and the community. Driving collaboration between business and academia, and identifying areas where psychometric techniques can deliver the greatest impact, Vess helps to put cutting-edge tools in the hands of citizens.

Vesselin's LinkedIn Profile
University of Cambridge Website

Ian Whittingham

Ian Whittingham

Managing Director, Sigma Sport Ltd

Ian is the Managing Director of independent cycling retailer, Sigma Sport, having co-founded the business in 1992 along with friend Jason Turner (Retail Director). Sigma Sport has been on a journey into digital for several years. The company has gradually transformed itself from a single-store specialist cycling retailer and advisor into a multi-channel retail business with a broader customer base, larger range and passionate base of customers. Ian will talk our audience through the journey into being a data-driven retailing business that leverages many different marketing channels to win and retain new customers whilst staying true to the core values of customer service and expertise that made the business successful in the first place.

Ian's LinkedIn Profile
Sigma Sport Website



Greenlight Commerce

Greenlight Commerce are a specialist SAP Hybris and Salesforce commerce solutions provider, with an absolute focus on client growth, not just implementation. They take leading technology and apply boundless creativity, and a deep understanding of your business, to create a platform for digital growth.

The Greenlight Commerce team of experts have successfully delivered over 35 projects for top UK brands, such as Liberty, Maplin, Monsoon, Pret and The British Home Store, using tried and tested processes to create customer-centric experiences and service offerings that give you the advantage in the marketplace. So, whether it’s website, mobile, social, chat, content management, promotions, personalisation or digital marketing, they know how to design and build truly Omnichannel experiences that empower your customers.

Find out more


Productsup provides enterprise cloud software for managing and optimising product data feeds. With eight industry awards to date, the solution is globally recognised for helping online marketers create high quality product feeds for any shopping and marketing channel. 

Productsup is the preferred solution for 800+ businesses worldwide, including Ikea, M&S, GroupM, Rakuten and Trivago. With over 1200 available channel templates, as well as custom options, you can create a feed for virtually any use case - from Google Shopping and Facebook, to Criteo, Amazon and 

The software is highly scalable, flexible, and very simple to use. No feed is too large. No coding is required. Get best practices based on your feed’s health and preview your changes in real time. Machine learning automates your data mapping and product categorisation, and advanced features like image designer, dynamic videos and A/B testing help you take the feed from good to great.

Find out more


Q: Is there a fee for attending the Commerce Futures event?

A: Attending the event is free of charge. However, because we take great care in how we curate the audience, the event is invitation only and you must register in advance to attend. If you have not received an invitation but would like to attend, please register via the website and your place will be confirmed subject to approval.

Q: Can I bring a colleague?

A: Additional places will be subject to availability. Please ask your colleague to register via the website.

Q: Who else will be there?

A: Senior professionals in eCommerce, entrepreneurial brand owners, marketing leaders including directors and leaders of omnichannel, multichannel, digital marketing, brand, social, strategy, customer experience (CX) and content.

Q: What is the address of the venue?

A: Amba Hotel, Charing Cross, The Strand, London, WC2N 5HX

Q: Is there a dress code for this event?

A: There is no formal dress code. Please come dressed in comfortable attire e.g. business casual. 

Q: Who is Commerce Futures?

A: Commerce Futures is an independent online community for retail leaders and Commerce professionals. We provide a round up of the latest news and information relating to the key challenges in Commerce today, as well as insights into future trends and technologies that are shaping the online retail landscape. And because we believe it's important to learn from our peers, the regular Commerce Futures event series brings in expert speakers from leading brands to share case studies and industry know-how. 

Since 2012, thousands of professionals have attended our events and engaged with our content. We survey them regularly to understand what problems they are wrestling with now and tailor content to help them solve those concerns.