The Luxury Experience

18:30-23:00
UK
27.2.2024
Dinner

34 Mayfair - 34 Grosvenor Sq, S Audley St, London W1K 2HD

London

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Partnered with:

The Luxury Experience

London

Dinner

February 27, 2024

Summary

Is luxury about saying yes?

Can you believe this will be our 8th annual dinner for Luxury brand owners and their ecosystem? 

Back in 2015 at our first ever luxury dinner we asked our attendees to help us “define” Luxury. Out of a long debate about price, quality and service it was our community member Louise Lyons from Cartier who said “Luxury is about being able to say “Yes”. Love that! 

As the sector best insulated from the world’s woes, Luxury has performed well in the last 24 months, with demand stable and customers enjoying entertainment & travel freedom. We hear from our community of brand owners that these consumers are becoming harder to please, and that the global nature of Luxury means that retaining regular customers is a primary focus for Luxury.

In turn - the primary area of focus in Luxury for 2024 is shaping up to be “service” across every touchpoint, every channel, every interaction. Some restructuring of boutique teams is inevitable, but of course some better clientelling tech too?

Croissants and Pastries at CF Event Delegates networkingAudience at a Commerce Futures conference.
  • Customer retention strategy within Luxury
  • The clienteling payoff - How to measure improvement?
  • How to say “yes” more often

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Isabelle Emms

Isabelle Emms

Product Manager

Mulberry

Isabelle is a Product Manager on Mulberry.com, a heritage British lifestyle brand focussed on ensuring that customers can match their memorable luxury purchase with an incredible customer experience. Mulberry has built their digital roadmap to accommodate evolving market demands to ensure optimal customer experience, such as building omni channel architecture or evolving payment method variation - Isabelle has indeed been focussed on delivering a wider payment method offering online, including newly emerging 'buy now, pay later' options and region-specific e-wallets.

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Charita Chutoorgoon

Charita Chutoorgoon

Head of Digital and CRM

David Morris

With 8 years of experience at Asprey, I've navigated the dynamic landscape of luxury marketing as it began to embrace the digital world through brand management, customer engagement, crafting compelling campaigns resulting in online and offline sales. Transitioning to specialise in ecommerce, digital, and CRM, I led a transformative journey, leveraging data-driven insights to enhance the online shopping experience and drive revenue growth whilst seamlessly integrating technology with luxury craftsmanship. As Head of Digital and CRM at David Morris, I continue to pioneer digital strategies that redefine the relationship between luxury and digital experiences, to better enhance the brand’s clientelling.

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Guljeet Samra

Guljeet Samra

Chief Growth Officer

Percival

As Chief Growth Officer at PERCIVAL Menswear, I bring over 3 years of strategic leadership in London. With expertise honed as Digital Commercial Ops Director at Hearst UK for 8 years, I orchestrated digital commercial operations. Earlier, as Director of Ad Ops at Trinity Mirror Group PLC, I managed an award-winning team for 2.5 years in Canary Wharf. My journey began as a Senior Ad Ops Exec at Dennis Publishing, overseeing operations for the Dennis Motoring portfolio. With a comprehensive skill set in sales, management, and ad operations, I drive commercial success, leveraging over a decade of experience in the dynamic media landscape.

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Francois Briard

Francois Briard

Head of Digital Platform Evolution and Innovation

Former CHANEL

With over 20 years of experience in strategy and management of e-commerce, digital, and omni-channel business and technology, Francois has designed, led, and delivered impactful solutions for the luxury and beauty industries. His mission is to create seamless and engaging customer journeys across all touchpoints, leveraging data, innovation, and agile practices.

As the Head of Digital Platform Evolution & Innovation at CHANEL until May 2023, Francois defined and executed the omni-channel vision and road map for the US market, collaborating with global and local teams to roll out new features and services, such as virtual try-on, buy-online pick-up in store, and chat with store. He also co-led the global client data and CRM program.

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Leaf wall textureSmiling woman networking at a Commerce Futures eventSmiling woman networking at a Commerce Futures eventNetworking at CF Event
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Isabelle Emms
Charita Chutoorgoon
Guljeet Samra
Francois Briard
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

18:30 Arrival - Welcome Drinks & Canapes

19:15 Guests seated

19:20 Welcome
from Commerce Futures

19:30 Panel Discussion -
Exploring Industry Insights with:
                                              Head of Digital & CRM - David Morris
                                              Product Manager - Mulberry
                                              Chief Growth Officer - Percival

‍20:20 Starters & Topic One -
Discussion at individual tables

20:40 Mains served & Topic Two -
Discussion at individual tables

21:10 Topic discussed as a collection

21:30 Desserts & Networking

23:00 Event Closes

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
Isabelle Emms
Charita Chutoorgoon
Guljeet Samra
Francois Briard
10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
Isabelle Emms

Isabelle Emms

Product Manager

Mulberry

Isabelle is a Product Manager on Mulberry.com, a heritage British lifestyle brand focussed on ensuring that customers can match their memorable luxury purchase with an incredible customer experience. Mulberry has built their digital roadmap to accommodate evolving market demands to ensure optimal customer experience, such as building omni channel architecture or evolving payment method variation - Isabelle has indeed been focussed on delivering a wider payment method offering online, including newly emerging 'buy now, pay later' options and region-specific e-wallets.

LEARN MORE →Close icon
Charita Chutoorgoon

Charita Chutoorgoon

Head of Digital and CRM

David Morris

With 8 years of experience at Asprey, I've navigated the dynamic landscape of luxury marketing as it began to embrace the digital world through brand management, customer engagement, crafting compelling campaigns resulting in online and offline sales. Transitioning to specialise in ecommerce, digital, and CRM, I led a transformative journey, leveraging data-driven insights to enhance the online shopping experience and drive revenue growth whilst seamlessly integrating technology with luxury craftsmanship. As Head of Digital and CRM at David Morris, I continue to pioneer digital strategies that redefine the relationship between luxury and digital experiences, to better enhance the brand’s clientelling.

LEARN MORE →Close icon
Guljeet Samra

Guljeet Samra

Chief Growth Officer

Percival

As Chief Growth Officer at PERCIVAL Menswear, I bring over 3 years of strategic leadership in London. With expertise honed as Digital Commercial Ops Director at Hearst UK for 8 years, I orchestrated digital commercial operations. Earlier, as Director of Ad Ops at Trinity Mirror Group PLC, I managed an award-winning team for 2.5 years in Canary Wharf. My journey began as a Senior Ad Ops Exec at Dennis Publishing, overseeing operations for the Dennis Motoring portfolio. With a comprehensive skill set in sales, management, and ad operations, I drive commercial success, leveraging over a decade of experience in the dynamic media landscape.

LEARN MORE →Close icon
Francois Briard

Francois Briard

Head of Digital Platform Evolution and Innovation

Former CHANEL

With over 20 years of experience in strategy and management of e-commerce, digital, and omni-channel business and technology, Francois has designed, led, and delivered impactful solutions for the luxury and beauty industries. His mission is to create seamless and engaging customer journeys across all touchpoints, leveraging data, innovation, and agile practices.

As the Head of Digital Platform Evolution & Innovation at CHANEL until May 2023, Francois defined and executed the omni-channel vision and road map for the US market, collaborating with global and local teams to roll out new features and services, such as virtual try-on, buy-online pick-up in store, and chat with store. He also co-led the global client data and CRM program.

LEARN MORE →Close icon

Venue

34 Mayfair - 34 Grosvenor Sq, S Audley St, London W1K 2HD

34 Mayfair’s private dining space is a culmination of the very best the district has to offer – graceful architecture, a cutting-edge art scene and a reputation for the finer things in life. Works by Tracey Emin RA line the walls and light up the room, while the oak-panelled room reflects the classic style of this most genteel of neighbourhoods, set off by red leather-backed chairs, polished wooden floors and Art Deco flourishes.

Find directions →
The Luxury Experience

Partners

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