eTail London 2025
24 - 25 June, 2025
QEII Conference Centre, London, UK
26th April Main Day Two: Digital Innovations That Drive Growth
8:00 am - 8:35 am
Breakfast and Registration
8:35 am - 8:40 am
Welcome Remarks
8:40 am - 8:55 am
Chairperson’s Opening Address
Kate Nightingale -
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and Customer,
Maemo
Kate Nightingale
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and CustomerMaemo
8:55 am - 9:20 am
Keynote Presentation: Transforming a retail brand : An E-Commerce Success Story and what you can learn from it.
Timo Raab -
Global Head of eCommerce,
L’Oreal
Our opening keynote presentation reviews how a leading beauty brand has transformed their business digitally, focusing on the success factors and the outlook to the future. You’ll understand how to not only begin your transformation journey, but how to ensure a successful outcome.
-How has covid-19 accelerated the digital transformation and what can you do to prepare for a post covid world
-What are the success factors that separated successful brands from their competitors
-Loving towards a world in which Omnichannel is the new normal, what can you do to be future ready
-Can E-Commerce become a sustainable business model for the mainstream?
9:20 am - 9:50 am
Keynote Panel Discussion: Considering The Post-Pandemic Retail Landscape: Preparing For The Future of eCommerce
Sumeet Ambre -
Senior eCommerce Marketing Manager,
Edrington UK
Seif El Sobky -
Global Buying Director,
Gorillas
Herculano Rodrigues -
Chief Operating Officer,
THG Ingenuity eCommerce
Charity Ibhadon -
Head of Product,
StudentBeans
Kate Nightingale -
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and Customer,
Maemo
There are many lessons learned that retailers can carry forward from the pandemic. In this opening keynote panel, retail innovators will review what worked during the pandemic and how to sustain successful growth strategies.
• Learning if your online sales will remain constant, increase or decrease
• Finding out if your pandemic digital strategies are sustainable in the future
• Thinking about long term customer retention and keeping traditional brick and mortar customers
Kate Nightingale
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and CustomerMaemo
9:50 am - 10:40 am
Morning Refreshment Break In Expo Hall
10:40 am - 11:10 am
Keynote Panel Discussion: Differentiating Your Retail Brand Using Sustainable Business Practices: Rethinking Your Business Model
Christian Möhring -
CEO & Founder,
Madeone
Kate Nightingale -
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and Customer,
Maemo
Rebecca Morter -
Founder and CEO,
Lone Design Club
Sustainability efforts have been top of mind for European retailers for some time. To fully embrace sustainable business practices, companies may have to transform everything from product manufacturing to their supply chain. This session reviews how to embed sustainability in your organisation in numerous ways.
• Recognising consumers are looking for companies with sustainable business practices (recycling options, environmental concerns, etc.)
• Figuring out what sustainability means to your organisation
• Monetising different sustainability models (renting apparel, renting goods, recycling, etc.)
• Recycling strategies: proving to customers that you are producing products that can be reused
• Using technology to help you become more sustainable (helping to reduce waste, water usage, rethinking raw materials, printing, remits)
• Considering sustainability from a packaging perspective and finding delivery alternatives
• Bringing demand forecasting into play
• Rethinking your supply chain and identifying delivery services that are still efficient but environmentally friendly
• Potentially using consolidation centers (which could be your stores) to help reduce Co2 emissions
• Understanding there can be regional challenges for global sustainable brands
• Communicating your sustainability efforts effectively to your customers
Kate Nightingale
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and CustomerMaemo
11:10 am - 11:30 am
How KILLSTAR Turns Their International Shoppers Into Devoted SMS Subscribers
Anup Khera -
VP & GM International,
Attentive
David McNeil -
Senior Manager of Performance Marketing,
Killstar
For alternative lifestyle brand KILLSTAR, growing their list of SMS subscribers in the US and UK—and keeping them engaged with “hexcellent” experiences—is a top priority. In this session, you'll learn how KILLSTAR incentivizes SMS opt-ins at critical moments in the shopping journey, creates dynamic audience segments based on subscriber data, and more.
Sponsored by: Attentive
11:30 am - 11:50 am
Hi-Touch Hi-Tech: “High Touch” Strategy in a “High Tech” World
John McDonnell -
MD, International,
Tito’s Handmade Vodka
•Sharing insights into marketing spirits in an increasingly digital world to tap into a wider market
•Innovating with new approaches to engage younger adult consumers
•Staying savvy in the evolving 21st Century marketplace to improve brand perceptions
•Learning from examples of how retailers are changing with the times to increase brand traction
•Finding ways to build consumer loyalty through brand identity to fortify brand longevity
11:50 am - 12:10 pm
Stop running minor frontend experiments: experiment with ALL your business capabilities!
Guido Jansen -
Global Business & Technology Evangelist,
Spryker
- CRO/CXO, Experiments and A/B testing have gained a lot of traction in the last years, hopefully also within your company;
- When optimizing, a lot of commerce teams seem stuck experimenting with minor frontend changes like tekst, images or layout.
- While still valuable to do this, you could benefit much more from the experimentation mindset when applying this to not just your frontend, but to across all aspects of your business
- Guido shows you how using Packaged Business Capabilities can give your commerce team the freedom to do just that.
12:10 pm - 12:40 pm
Keynote Panel Discussion: The Evolution of Omnichannel: Enhancing Customer Engagement With New Experiences And Initiatives
Sigrit Tiits -
Head of Digital Marketing,
Stockmann
Jack Oliver -
Head of Sales,
XtremePush
Kerem Atasoy -
VP, Commercial,
Farfetch Platform Solutions, Farfetch
Kate Nightingale -
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and Customer,
Maemo
Customer expectations around omnichannel experiences are changing rapidly. How do you keep pace? Our keynote panelists from some of the largest and specialised omnichannel retailers outline their view of the future of omnichannel - and how to ensure you’re ready for it.
• Integrating offline events and offline experiences with your digital channels
• Building out first party data from these new touchpoints to build customer communities and engagement
• Ensuring your teams are aligned internally
Kate Nightingale
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and CustomerMaemo
Take time out from the busyness of eTail Europe by joining Epsilon Europe at our invitation-only lunch. It’s an opportunity to mix with industry colleagues, catch up with the Epsilon team and discuss and dissect what you’ve heard over the last day and a half.
Hosted by Epsilon’s Steve Smith and Ben Foulkes, this will be an engaging and relaxing lunch – just what you need to reset yourself for the afternoon.
Please note: this event open to retailers brands by invitation only. If interested in attending, please reach out to the eTail Europe Event Team. Zahra Ali, zahra.ali@wbresearch.com.
Sponsored by: Epsilon
Botify & leading retailer, jointly invites you to a private VIP networking lunch, hosted at the heart of eTail Europe, allowing you to take a moment away from the bustle and connect with peers over a fabulous gourmet 3 course lunch experience!
As well as the fine dining on offer, we look forward to discussing key topics including:
- Building Sustainable & Predictable Growth in retail through online channels
- The power of organic Search as a key performance channel
- How leading retailers such as Walmart, L’Oréal and Nike are increasing their website traffic by up to 52%
Host: Ben Byrd, Senior Enterprise Consultant, Botify
We look forward to an hour of enriched engagement and getting to know you better. Each of our guests will receive an exclusive gift to thank them for the participation and collaboration.
Please note: this event open to retailers brands by invitation only. If interested in attending, please reach out to the eTail Europe Event Team. Zahra Ali, zahra.ali@wbresearch.com.
Sponsored by: Botify
Track A: Emerging Tech & Digital Innovation
1:40 pm - 1:50 pm Chairperson’s Opening AddressTrack A: Emerging Tech & Digital Innovation
1:50 pm - 2:15 pm Building Effective Teams: Your Strategic Advantage And Best Long Range Opportunity For Grow Janis Thomas - Managing Director, Look Fabulous ForeverThroughout our lifetimes lots have changed and the pace of change is getting faster, programming languages and technologies have died new one's have been born, methods and processes have evolved but the one constant has been people and how they interact with each other and the environment around them. It feels that with growing awareness of organisational psychology, agile coaching, design thinking and the increasing competitiveness for talent the subject of 'people' is moving outside of the remit of HR and becoming an essential skill for any leader wishing to be successful. Learn how to do this during an enlightening session revolving around your best asset – your team.
· Creating a balanced team
· Understanding your ecosystem and how to drive change Personal growth Vs business growth when one is faster than the other
· Empowering teams, Leadership styles, direction and how you know it’s working
Track A: Emerging Tech & Digital Innovation
2:15 pm - 2:35 pm Product images matter more than ever! How AI-powered image editing technology changes the game, boosts your business operations and bottom line. Julian Eckerle - Co-Founder & Chief Revenue Officer, AUTO RETOUCH
Track A: Emerging Tech & Digital Innovation
2:35 pm - 3:05 pm Rethinking The Influence Of Media On Consumer Shopping Behaviour: Recognising Shifts in Advertising Patterns Alice Anson - Digital Media Director, Nectar 360 Sainsbury’s & ArgosMedia consumption has undergone massive change due to the pandemic. As consumers remained at home for extended periods of time, did their media consumption habits change? And if so, how can retailers respond in terms of offline and online advertising strategies? This session will look at these shifts and much more, to ensure your advertising mix is optimised.
• Determining how and if consumers will be influenced by traditional media as they were pre-pandemic
• Identifying if media consumption patterns have changed significantly over the last two years
• Making an impression in an overly saturated market
• Figuring out if changing work models will impact media consumption (less footfall in store, etc.)
Track B: Data, Analytics And Attribution
1:40 pm - 1:50 pm Chairperson’s Opening Address Herculano Rodrigues - Chief Operating Officer, THG Ingenuity eCommerceTrack B: Data, Analytics And Attribution
1:50 pm - 2:15 pm Transforming A Legacy Retailer Into A Truly Data-Driven Business Jennifer Rice - Director of Customer Strategy & Analytics, The Body Shop
Track B: Data, Analytics And Attribution
2:15 pm - 2:35 pm Google Shopping, Performance Max and your data: implications and options Liam Patterson - CEO, Bidnamic- What is Google’s Performance Max and what does it mean for your ecommerce business?
- Google Shopping campaign management: what is the best option for your business
- Case studies: how many leading retailers use their granular data to optimise campaigns and improve business planning
Sponsored by: Bidnamic
Track B: Data, Analytics And Attribution
2:35 pm - 3:05 pm Panel Discussion: Shaping Effective Customer Experiences Based On Customer Insights Josie Cartridge - Global Marketing Director, NET-A-PORTER Natalia Giovanoli - Global Website Manager/Global e-Commerce, Stokke Herculano Rodrigues - Chief Operating Officer, THG Ingenuity eCommerceThe foundation to creating great customer experiences is built on customer insights and data. During this interactive panel, you’ll hear examples and success stories, focusing on helping you to shape revenue driving customer experiences.
• Listening and adapting to customers as to how, when and where customer want to buy
• Creating contextual content for the customer to facilitate a path to purchase
• Assessing technology to advance customer services and personalised product recommendations
• Recognising the online customer in the control and to make the point of sale a point of experience
Track C: Customer Engagement, CX & Personalisation
1:40 pm - 1:50 pm Chairperson’s Opening AddressTrack C: Customer Engagement, CX & Personalisation
1:50 pm - 2:15 pm PANEL DISCUSSION: Using Personalisation To Drive Post Pandemic Customer Loyalty Sergey Klimentyev - Co-Founder, Texel Janis Thomas - Managing Director, Look Fabulous Forever Kate Nightingale - Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and Customer, Maemo
Track C: Customer Engagement, CX & Personalisation
2:15 pm - 2:35 pm Personalising Customer Experience With Next-gen Technology: Virtual Try-on, Smart Mirrors, Digital Fashion and The Metaverse Sergey Klimentyev - Co-Founder, TexelFashion retail has seen a large transformation over the last few years driven by the pandemic and changing consumer habits. In this ever more challenging environment personalisation has become the key to success. In this session, we’ll discuss how technology can help fashion businesses achieve high levels of customer experience personalisation to stay ahead of global trends.
· Discovering how virtual try-on and size recommendation technology personalise CX and sustain profitability
· Learning how to embrace diversity & inclusion through personalisation
· Leveraging Smart Mirror technology for in-store experience personalisation & gamification
· Sharing best practices in attracting Gen Z demographics with digital fashion and virtual try-on tech
Track C: Customer Engagement, CX & Personalisation
2:35 pm - 3:05 pm Fireside Chat: Developing A 1:1 Relationship With Your Customers: A Blueprint For Personalisation Gianfranco Cuzziol - Global Head of CRM, Aesop & Natura Group Kate Nightingale - Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and Customer, MaemoPersonalisation is top of mind for all retailers today. This group panel talks through the creation and execution of an effective personalised customer strategy, detailing how to drive engagement today.
• Getting to a point where you aren’t just profiling and segmenting customers but developing a true 1:1 relationship
• Obtaining customer data to understand preference differences within the same grouping or segment
• Constantly refining that personalisation
• Using tools to identify customer behaviours to offer personalised recommendations and experiences
• Using third party tools to ensure you are delivering the right marketing messages at the right customer touchpoint
Kate Nightingale
Conference Co-Chair, Consumer Psychologist and Founder, Humanising Brands and Head of Brand and CustomerMaemo
3:05 pm - 3:45 pm
Afternoon Networking Break In The Expo Hall
3:45 pm - 3:45 pm
Invitation Only Tasting
3:45 pm - 3:45 pm
Invitation Only Tasting
3:45 pm - 4:10 pm
Case Study Remix: AI-Driven Approaches To A More Efficient eCommerce Experience
Johannes Montag -
Head of eCommerce,
Picard Lederwaren
AI and machine learning are tools that have helped to revolutionise the customer experience. This session tackles all of your AI questions so that your online experience is effective and efficient.
• How AI is alleviating manual processes your team used to perform
• From creating content to campaign execution—the digital marketing uses of AI
• From Bots to Buy—using AI to help shape onsite experiences
• Challenges identified in AI implementation – what obstacles are the hardest overcome
• Predictions: where AI can ultimately take retail while we are still in a ‘test and learn’ type of environment
4:10 pm - 4:45 pm
Case Study: Defining The Digital Advertising Mix Of the Future: Getting Found By Your Customers
Gül Heper -
Chief Marketing Officer,
DBT Capital (former Coca-Cola, BBH, Nespresso, HTL hotels/Scandic to name a few)
Understanding how your channels are working together is critical to figuring out the optimal digital advertising mix. Our panelists delve into digital advertising best practices, focusing on customer acquisition.
• Measuring the success of your online media mix
• Ensuring the success of channels outside of PPC (especially as those costs are increasing)
• Identifying how to allocate digital marketing dollars effectively
• Rethinking the use of traditional and newer online media to grow the top of your funnel
• Re-establishing new KPIs
• Applying different platforms as customers move through the funnel (from discovery/research, to consideration, then purchase) as media costs are rising
Gül Heper
Chief Marketing OfficerDBT Capital (former Coca-Cola, BBH, Nespresso, HTL hotels/Scandic to name a few)