The New Store Experience
Hotel Café Royal, 10 Air St, Soho, London W1B 4DY
London
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.
- 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?
Beverley Burnett
Clienteling Manager, Customer Engagement
SelfridgesRead Full Bio →
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.
Chris Thomas
Senior Product Manager - Emerging Retail Tech
M&SRead Full Bio →
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.
Kasey Swithenbank
UK & I Retailer
LushRead Full Bio →
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.
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
Beverley Burnett
Clienteling Manager, Customer Engagement
SelfridgesRead Full Bio →
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.
Chris Thomas
Senior Product Manager - Emerging Retail Tech
M&SRead Full Bio →
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.
Kasey Swithenbank
UK & I Retailer
LushRead Full Bio →
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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