Know Your Customer

08:45 - 13:00
UK
9.5.2024
Conference

Fora, 35-41 Folgate Street, London E1 6BX

London

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Partnered with:

Know Your Customer

London

Conference

May 9, 2024

Summary

Grow by really understanding their missions and journeys

As consumers we create habits for ourselves - discount monkey, last-minute shopper, subscriber, hoarder. We play out those habits differently against each shopping mission - and so for brands trying to understand and promote effectively there are huge benefits that can be made in loyalty, repeat purchase and more when we are able to put the effort into knowing the consumer.

True to the Commerce Futures mission of bringing communities together to share in a safe learning environment, this breakfast will feature speakers from high-growth beauty, subscription, wellness and more. 

Our sessions will talk through segmentation, promotions, bundling, communication strategies and how to "be there" when your customer needs you.

PastriesDelegates networkingDelegates networkingAudience at a Commerce Futures conference.

By joining us you'll uncover:

  • The best tools out there which are being used by our group.
  • Where you should apply the efforts of your small team to learn the most about your customer.
  • What good looks like and where you should be aiming.
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Ben Hardy

Ben Hardy

Chief Operating Officer

Astrid & Miyu

Ben Hardy is the Chief Operating Officer at Astrid & Miyu, the brand revolutionising the jewellery experience. Prior to joining Astrid & Miyu his career has been focused in commercial finance with the bulk of experience coming from Financial Planning and Analysis. Ben has worked in some of the fastest growing UK companies including Charlotte Tilbury and has been involved in fundraisers, acquisitions and global market expansion.

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Alan Cruickshank

Alan Cruickshank

Insights Director

tails.com

Alan Cruickshank is Insights Director at tails.com, the online pet food subscription brand. With a background in operations and organisational change, he's helped a range of organisations improve their performance and output. Recognised as part of the DataIQ 100 and winning the First Generation Chief Data Officer award in 2018, he's led a team of analysts, data scientists, engineers and researchers to drive insight led decision making and change the world of pet food for good.

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Mat Brown

Mat Brown

Head of eCommerce

Universal Works

A lifelong ‘old school’ retailer, Mat is passionate about product and service. Having worked in a number of roles across start-ups to global names, VC backed brands to his own boot-strapped retail and manufacturing business, Mat now heads up the Ecom operation for contemporary fashion brand Universal Works. In a complex omni-channel world, Mat’s approach is a simple one, to focus on the basics: great products, well priced and presented, and backed up with best in class customer service.

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Lucy Murray

Lucy Murray

Brand Director

Free Soul

Lucy Murray leads on all things Creative at Free Soul, the wellness brand founded for women. With a background in Journalism and Social Strategy in an agency setting, her focus over the past 3 years at Free Soul has been on bringing the story and community to life with one core purpose; to guide all women across the globe through their individual wellness journey.

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Leaf wall textureSmiling woman networking at a Commerce Futures eventSmiling woman networking at a Commerce Futures eventPastries in front of delegates
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Ben Hardy
Alan Cruickshank
Mat Brown
Lucy Murray
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
08:30
Registration & Networking Breakfast
09:15
Welcome from Commerce Futures
09:25
Ryan Clark, STATSports & Jim Hingston, The Gym Group
Keynote
10:10
Hollie Weatherstone, Muc-Off
Keynote
10:35
Break
10:55
Multi-brand panel – Decathlon, Ellis Brigham, Helen of Troy
Keynote (Main Stage)
Speed dating for delegates
(Breakout Room)
11:50
George Huxford, Apidura
Keynote
12:15
Break
13:15
Rich Philip, Contested
Keynote
13:40
Marc Guisti, Veloforte
Keynote (Main Stage)
David Hanney, Alpkit
(Breakout Room)
14:35
Networking
15:00
Closing Remarks from Commerce Futures
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes

AGENDA

08:45 Registration & Arrival Breakfast

09:30  Welcome from Commerce Futures

09:40 Why Being ‘Customer First’ will never go out of Fashion

Introductory Guest Speaker with Q&A -

Mat Brown, Head of eCommrce at Universal Works

10:10 Group Discussion

Topic One: What approaches and tools have you seen successfully boost your average order value?

Topic Two: What approaches have you implemented to your brand that have increased customer loyalty and repeat purchase?

10:40 Refreshment Break

11:00 The 360 Approach to Gaining a Lifetime Customer

Fireside Chat with Q&A -

Ben Hardy, Chief Operating Officer at Astrid & Miyu

11:30 Build a Community through Subscription

Panel Discussion with Q&A -

  • Lucy Murray, Brand Director at Free Soul
  • Alan Cruickshank, Insights Director at Tails.com

12:15 Final Comments before Networking Lunch

13:00 Event Closed

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
Ben Hardy
Alan Cruickshank
Mat Brown
Lucy Murray
10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
Ben Hardy

Ben Hardy

Chief Operating Officer

Astrid & Miyu

Ben Hardy is the Chief Operating Officer at Astrid & Miyu, the brand revolutionising the jewellery experience. Prior to joining Astrid & Miyu his career has been focused in commercial finance with the bulk of experience coming from Financial Planning and Analysis. Ben has worked in some of the fastest growing UK companies including Charlotte Tilbury and has been involved in fundraisers, acquisitions and global market expansion.

LEARN MORE →Close icon
Alan Cruickshank

Alan Cruickshank

Insights Director

tails.com

Alan Cruickshank is Insights Director at tails.com, the online pet food subscription brand. With a background in operations and organisational change, he's helped a range of organisations improve their performance and output. Recognised as part of the DataIQ 100 and winning the First Generation Chief Data Officer award in 2018, he's led a team of analysts, data scientists, engineers and researchers to drive insight led decision making and change the world of pet food for good.

LEARN MORE →Close icon
Mat Brown

Mat Brown

Head of eCommerce

Universal Works

A lifelong ‘old school’ retailer, Mat is passionate about product and service. Having worked in a number of roles across start-ups to global names, VC backed brands to his own boot-strapped retail and manufacturing business, Mat now heads up the Ecom operation for contemporary fashion brand Universal Works. In a complex omni-channel world, Mat’s approach is a simple one, to focus on the basics: great products, well priced and presented, and backed up with best in class customer service.

LEARN MORE →Close icon
Lucy Murray

Lucy Murray

Brand Director

Free Soul

Lucy Murray leads on all things Creative at Free Soul, the wellness brand founded for women. With a background in Journalism and Social Strategy in an agency setting, her focus over the past 3 years at Free Soul has been on bringing the story and community to life with one core purpose; to guide all women across the globe through their individual wellness journey.

LEARN MORE →Close icon

Venue

Fora, 35-41 Folgate Street, London E1 6BX

Steeped in history, the impressive iron gate entrance detailing the history of the neighbourhood will leave a lasting impression. The space features enhanced wellness amenities, with outdoor spaces to breathe, meditation spaces and a roof terrace, it encourages work-life balance. Located in Spitalfields, the building is a 7 minute walk from Liverpool Street Station.

Find directions →
Know Your Customer

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