Up Close & Personal

Glaziers Hall, 9 Montague Close, London Bridge, SE1 9DD, London, United Kingdom (Directions)

Up Close & Personal

Long-term customer relationships

If you are reading this, there is no doubt you already have a view on what rich personalisation is, but you will also share the view we're sure that achieving this is a real struggle.

The modern consumer is savvier, more cynical, more sceptical, and better-informed than ever before. Therefore yesterday’s “gold standard” of marketing personalisation based upon "have done - will do" is no longer enough, we need to think again about how personal experiences are created.

Mature personalisation practices are believed to encompass creating a unified view of your customer, however brands and retailers have had to think twice about how they acquire and use data for personalisation under the new GDPR regulation.

At our conference, we will hear from experienced brands and retailers about their principles in progressing their personalisation strategies successfully. 

Topics we will cover include:

  • Taking your personalisation strategy step by step - with a goal in mind

  • Delivering advanced personalised experiences across multiple channels 

  • Creating contextual relevance for your customers and products

  • Understanding how to effectively observe retail-time behaviour 

  • Hyper-personalisation and the use of AI

Who should attend?

  • Heads of eCommerce, Personalisation, Brand, Loyalty, Digital and Customer Experience (CX) CDO, CTO, CMO, CIO

  • Director of Marketing, eCommerce, UX, Loyalty, Personalisation

  • Founders, CEO's and Owners 


Andy Letting

Andy Letting

Global Head of Digital Marketing, Jack Wills

Results driven and commercially focused senior-level digital executive with extensive senior management experience, successful in strategic leadership, change management, digital channel development in the media, gaming and travel sectors.

Andy’s LinkedIn
Jack Wills Website

Matt Grisman

Matt Grisman

Head of Customer Retention, MandM Direct

As Head of Customer Retention at MandM Direct, Matt is responsible for efficiently retaining MandM’s best customers through an ever improving multi channel CRM strategy.

Now with almost 10 years experience in eCommerce working for some of the UK’s leading retailers (Moss Bros, Wickes and MandM) Matt is a proud Aston University Alumni (Marketing 2009), started out as a data analyst and latterly has lead MandM’s journey into Cloud for marketing analytics.

A family man, Matt is most likely to be heard ranting about the latest woes of his football team, Aston Villa, to all that will listen, though his wife and one year old son have learnt to block it out!

Matt’s LinkedIn
MandM Direct Website

Mark Williams

Mark Williams

CRO Specialist, Virgin Experience Days

Mark started his career working for some of Europe’s biggest domain and web hosting brands and now specialises in optimisation. For the past two years, he has been leading CRO activity at Virgin Experience Days and has been responsible for both the strategic direction of their experimentation programme and personalisation strategy.

Mark’s LinkedIn
Virgin Experience Days Website


08:15 - 08:45

Registration & Networking Breakfast

08:45 - 09:00

Welcome from Commerce Futures

09:00 - 09:30

Keynote One -
Andy Letting, Global Head of Digital Marketing -
Jack Wills

09:30 - 10:15

Panel Discussion
Mark Williams, CRO Specialist - Virgin Experience Days
More speakers to be announced shortly!

10:15 - 10:35

Refreshments & Networking Break

10:35 - 11:05

Keynote Two
Matt Grisman, Head of Customer Retention -
MandM Direct

11:05 - 11:30

Networking & Event Close



Emarsys is the largest independent marketing platform company in the world. Their software enables truly personalized, one-to-one interactions between marketers and customers across all channels — building loyalty, enriching the customer journey, and increasing revenue. This enables companies to scale marketing decisions and actions far beyond human capabilities.

Since 2000, Emarsys has helped over 2,200 brands in over 70 countries to connect with 3.2 billion customers around the world. Each day, they deliver more than 350 million personalized interactions across email, mobile, social and web, leading to millions of daily purchase events on their software.

Find out more


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

A: Events are priced individually, they range from £0 - £50.00. 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: C-level professionals from an eCommerce, Personalisation, Brand, Loyalty, Digital and Customer Experience background (CX) CDO, CTO, CMO, CIO.

Q: What is the address of the venue?

A: Glazier Hall, 9 Montague Close, London SE1 9DD

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.

Register today

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