The New Store Experience

08:45 - 12:30
UK
17.3.2022
Conference

Hotel Café Royal, 10 Air St, Soho, London W1B 4DY

London

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The New Store Experience

London

Conference

March 17, 2022

Summary

What are we hoping stores to deliver now?

Retail is thinking hard about the role of the store. As the world re-settles and consumers re-balance their lives retail has learned some hard lessons, and what stores are really for is one of them.

Smaller store estates, innovative experiences, great service and greater flexibility are just some of the desired outcomes we hear retailers talking about, but our first "store-specific" event stands to be a doozy.

We filled the stage with people who love stores, love customers, love retail. We heard from those who are deep into re-working their store experiences, half-way through and with results to show.

PastriesDelegates networkingAudience at a Commerce Futures conference.
  • What is the right role for your stores, and how much value should you truly expect them to deliver over digital?
  • How should stores be designed to deliver both magical experiences AND profitable sales?
  • Why will customers choose to visit and re-visit stores, and is "retail is detail" still the right mantra?
  • What is the right balance for in-store tech v in-store service? How do you bring your expert staff to bear across every channel?

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Beverley Burnett

Beverley Burnett

Clienteling Manager, Customer Engagement

Selfridges

Beverley leads Clienteling strategy development at Selfridges and is a founding member of the Customer Engagement team. A seasoned retailer & clienteling SME with a passion for creating the extraordinary and developing 1-2-1 relationships through personalised service.

Beverley’s prior roles include leading the world’s largest Accessories Hall at Selfridges & The Corner Shop: an ever-changing one-stop shop for the most innovative brand collaborations, exclusive products and amazing Selfridges experiences. Before Selfridges, Beverley held leadership positions at luxury brands such as Mulberry where she developed a client-centric culture across luxury concession and travel retail doors to acquire and retain high value customers.

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Chris Thomas

Chris Thomas

Senior Product Manager - Emerging Retail Tech

M&S

Chris has spent over 10 years at M&S, one of the UK’s largest retailers he is well versed with the processes and challenges within the retail industry. Chris started his journey with M&S back in 2009 and has since found himself in various leadership roles including his most recent role as Senior Product Manager. His extensive experience within the retail sector has aided his ability to find and understand problems and work in a lean way to solve them using technology where appropriate. Chris has recently been working on analysing instore data in real time using emerging tech sensors and edge computing to improve and create a more efficient store experience and drive customer service.

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Kasey Swithenbank

Kasey Swithenbank

UK & I Retailer

Lush

I'm a retail specialist with over 12 years of cosmetic retail experience at Lush Cosmetics Lush. With the recent Covid-19 Global pandemic, I truly believe retailers have been given the opportunity to innovate and think outside of the retail box. It’s time we did more for our high streets!
My day to day is very varied and involves: supporting 104 UK&I store managers in running their individual businesses; evaluating and strategising on the UK&I property portfolio; launching new products, ranges and in-store experiences; deliberating on shop layout designs; recruiting, onboarding and developing store managers; training and developing; analysing company financial reports and strategizing on how to impact sales and retail margin.

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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
Beverley Burnett
Chris Thomas
Kasey Swithenbank
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

08:30 Registration & Networking Breakfast

09:00 Commerce Futures Welcome & Partner Introductions

09:20 Keynote Speaker One
Beverley Burnett, Clienteling Manager, Customer Engagement at Selfridges

09:50 Keynote Speaker Two
Chris Thomas, Senior Product Manger - Emerging retail tech at M&S

10:20 Refreshment Break

10:40 Keynote Speaker Three
Kasey Swithenbank, Retail Specialist at Lush

11:10 Panel Discussion with the Keynote speakers and a Q&A - Moderated by Ian Scott at Rethink Retail

12:00 - 12:15 Final Comments before Networking

12:30 Event Closes

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
Beverley Burnett
Chris Thomas
Kasey Swithenbank
10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
Beverley Burnett

Beverley Burnett

Clienteling Manager, Customer Engagement

Selfridges

Beverley leads Clienteling strategy development at Selfridges and is a founding member of the Customer Engagement team. A seasoned retailer & clienteling SME with a passion for creating the extraordinary and developing 1-2-1 relationships through personalised service.

Beverley’s prior roles include leading the world’s largest Accessories Hall at Selfridges & The Corner Shop: an ever-changing one-stop shop for the most innovative brand collaborations, exclusive products and amazing Selfridges experiences. Before Selfridges, Beverley held leadership positions at luxury brands such as Mulberry where she developed a client-centric culture across luxury concession and travel retail doors to acquire and retain high value customers.

LEARN MORE →Close icon
Chris Thomas

Chris Thomas

Senior Product Manager - Emerging Retail Tech

M&S

Chris has spent over 10 years at M&S, one of the UK’s largest retailers he is well versed with the processes and challenges within the retail industry. Chris started his journey with M&S back in 2009 and has since found himself in various leadership roles including his most recent role as Senior Product Manager. His extensive experience within the retail sector has aided his ability to find and understand problems and work in a lean way to solve them using technology where appropriate. Chris has recently been working on analysing instore data in real time using emerging tech sensors and edge computing to improve and create a more efficient store experience and drive customer service.

LEARN MORE →Close icon
Kasey Swithenbank

Kasey Swithenbank

UK & I Retailer

Lush

I'm a retail specialist with over 12 years of cosmetic retail experience at Lush Cosmetics Lush. With the recent Covid-19 Global pandemic, I truly believe retailers have been given the opportunity to innovate and think outside of the retail box. It’s time we did more for our high streets!
My day to day is very varied and involves: supporting 104 UK&I store managers in running their individual businesses; evaluating and strategising on the UK&I property portfolio; launching new products, ranges and in-store experiences; deliberating on shop layout designs; recruiting, onboarding and developing store managers; training and developing; analysing company financial reports and strategizing on how to impact sales and retail margin.

LEARN MORE →Close icon

Venue

Hotel Café Royal, 10 Air St, Soho, London W1B 4DY

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The New Store Experience

Partners

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