Accelerate Growth With Cutting-Edge, Brand New Trends, Tech & Insights Into Agentic AI, Retail Media ROI, Loyalty & Lifetime Value For
Frictionless, Connected Commerce & Shopper Journeys
Senior Shopper, Retail Marketing & Growth Leaders Unite To Tackle Agentic Commerce, AI Discovery, Loyalty, Retail Media ROI & The Forces Reshaping The Basket – All In Just One Insight-Rich Day In London
CHAPTER 1 • THE GROWTH AGENDA
Agentic AI, Governed Implementation & Retail Media That Proves Its Worth
08.30 Registration & Coffee
09.00 – 09.10 Chair’s Opening Remarks For The Shopper, Retailer Insights – Connected Customer Conference 2027
Eve Kolesova, Marketing & Category Management Director, Henkel
09.10 – 09.40 OPENING PANEL NEW 2027
When AI Does The Weekly Shop: Agentic Commerce & The New Rules Of FMCG Growth
Position Your Brand At The Forefront Of Agentic Commerce To Protect Range, Price & Relevance As AI Agents Start Making The Decision
- As AI agents are starting to shop on people’s behalf, explore what that means for range, price and promotion
- If a shopper delegates their weekly shop to an AI agent tomorrow, would your brand get chosen?
- Understand exactly where agentic commerce threatens existing brand loyalty and where it opens a genuine new growth channel
- Walk away with a practical read on what agentic commerce means for your products, well before your competitors have one
Katy Miller, Head of Merchandising, Ocado
Efrain Rosario, Global Head of Shopper Marketing & Insights, Diageo
Jason Simpson, Head of Omnichannel, Lactalis UK & Ireland
09.40 – 10.00 NEW 2027
AI Implementation With A Human Touch: Practicalities, Governance & The Trust Line You Can't Cross
Turn AI Ambition Into Grounded, Governed & Genuinely Useful Implementation That Earns Shopper Trust
- AI hype vs. grounded, working examples in retailing
- The technology is ready – but who signs off on the data going into it, and what happens when it gets it wrong?
- Build a governance approach that protects the business the moment customer and financial data starts feeding AI models
- Understand where personalisation genuinely helps the shopper and where it tips into something that feels intrusive
- Learn where a human still needs to check the machine, and why those are the moments getting brands into trouble
Paula Abasolo, Omnichannel Technical Delivery Lead, Mint Velvet
10.00 – 10.30
Retail Media: Proving ROI At Scale
Sharpen Retail Media Investment Decisions To Deliver Proven, Defensible Return – At Scale
- Budget versus proof: the single most repeated pain point in this year’s research was measuring whether retail media spend is actually working
- Get a clear, honest account of a real campaign, including the part that didn’t work (before the part that did)
- Build a sharper case for whether retail media is genuinely incremental growth, or just moving budget from other channels
- Does in-store retail media deserve as much attention as online?
- Leave with a sharper set of questions to take back to your own retail media partners
Eve Kolesova, Marketing & Category Management Director, Henkel
10.30 – 10.50 BONUS SESSION: CASE STUDY RESERVED FOR CONFERENCE PARTNER
CHAPTER 2 • THE CONNECTED JOURNEY
One Shopper, One Journey, One Connected Experience
10.50 – 11.10 KEYNOTE
The Frictionless Shopper: One Connected Journey Across Every Channel
Build A Single, Frictionless Journey That Connects Every Channel & Deepens Shopper Loyalty
- Start with the shopper, not the channel, by designing around their consumption occasions and shopping missions.
- Remove the friction that prevents consideration from becoming choice across physical and digital touchpoints.
- Connect inspiration to execution through joined-up activation across retail media, e-commerce and in-store.
- Measure the behaviour change you want to drive, not just the quality of the experience.
Efrain Rosario , Global Head of Shopper Marketing & Insights, Diageo
11.10 – 11.40 Morning Refreshment Break & Informal Networking
11.40 – 12.15 RETAILER & THOUGHT LEADER KEYNOTE PANEL 2027
Decoding The New Shopper: Value, Mission & The Psychology Behind Every Spend
Get To Grips With The Behavioural Psychology Behind Every Basket To Predict, Influence & Respond To Shopper Decisions, The Search For Value & The Impact Of Macro Trends
- Understand exactly why shoppers who say they’re cutting back still trade up for the occasions that matter most to them
- What are shoppers choosing to protect even under pressure?
- Build a mission-based view of shopping that reflects how people actually decide, not how the aisle or site is laid out
- Weigh legacy brand loyalty against agile challenger appeal, and why the answer isn’t as simple as either side would like
- Take away a sharper read on the psychology behind the basket, not just the transaction data
Dean Harris, Head of Co-op Media Network, Co-op Media Network
Gary McCready, Commercial & Strategy Director – iD Mobile, Currys Plc
Abhilasha Keshariya, Global Strategic Revenue Management- Product Owner, Mars
Ekaterina Donaghue, Shopper Insights Lead, PepsiCo UK & Ireland
Laure Mendes, Senior Category Lead, Just Eat Takeaway.com
Peter Grant, Media Director (Interim), Boots UK
12.15 – 12.35 NEW 2027
Winning In AI Search: Answer Engine Optimisation & The New Rules Of Discovery
Optimise Your Content For AI Discovery To Stay Visible, Relevant & Chosen In Every Search
- When a shopper asks an AI which pasta sauce to buy, being the best product on the shelf counts for little if your content isn’t built for the answer engine to find –
- Search engine optimisation got brands ready for Google – AEO (answer engine optimization) is a different game with different rules
- Protect your brand’s visibility for the moment the shopper never even sees a search results page at all
- Learn from a brand that got this wrong, and what changed once they understood what agent-ready content actually looks like
Wiktoria Malicka, Global Retail Media Director, Coty
12.35 – 12.55 BONUS SESSION: CASE STUDY RESERVED FOR CONFERENCE PARTNER
CHAPTER 3 • WHAT'S WINNING SHOPPERS NOW
Loyalty, Social Commerce, Speedy Delivery & Health, The Forces Reshaping The Basket
12.55 – 13.20 LIVE DEBATE NEW 2027
Loyalty On Trial: Challenger Brands, Private Label & The Fight For Lifetime Value
Sharpen Your Loyalty Strategy To Build Lasting Value, Deeper Trust & Genuine Lifetime Loyalty
- Pick a side as two speakers argue whether private label, challenger brands or the big legacy names actually win the loyalty battle
- Test whether loyalty fatigue is real, or whether schemes are just rewarding people who were buying anyway
- Weigh retailer private label’s rising quality bar against whether it’s actually the biggest threat to brand loyalty right now
- Build the case for genuine emotional relationships over price-based loyalty, and why the cheaper option doesn’t always win
- Come away with a sharper view of where lifetime value is actually being built, and where it’s quietly being lost
Claire Brosnan, Head of Category and Commerical Strategy, Brown-Forman
Jordan Twivey, Category & Marketing Manager, Fortitude Spirits Group
13.20 – 14.20 Lunch & Informal Networking For Delegates, Speakers & Partners
13.50 – 14.20 INTERACTIVE FORMAT
Pick Your Debate: Facilitated Topic Debates For The Connected Shopper Crowd On The Issues Splitting Opinion In The Room
A) AI Slop Vs. Authentic Content
B) Big Brand Budgets Vs. Challenger Agility
C) Personalisation Vs. Customisation
D) D2C & Own Channel Vs. Retail Media
E) AI Vs. Human Touch In The Shopper Journey
Rob Manning, Commercial Director, Natures Menu
Afternoon Chair:
Laura Willoughby, Co-Founder, ClubSoda
14.20-14.40 CASE STUDY
Social & Discovery Commerce Unlocked
Building Social & Discovery Commerce Strategies To Drive Authentic Engagement, Trust & Growth
- An influencer with millions, yet disconnected, followers or an inauthentic voice vs. trusted micro influencers?
- Build a genuine creator strategy for a household brand, not a borrowed playbook from a big label
- Learn to tell a viral, authentic brand moment apart from a forced tie-in that never lands, before you commit budget to either
- Reach audiences well beyond the usual younger shopper as social and live commerce keeps widening its net
- Take home a practical framework for building creator relationships that outlast a single campaign
George Meagher, Head of FMCG, TikTok Shop
14.40-15.00 CASE STUDY NEW 2027
The New Delivery Battleground: How Quick Commerce Actually Works With Retailers Today
Master The Commercial Mechanics Of Quick Commerce To Meet Rising Delivery Expectations & Protect Margin
- Get past the headlines and understand exactly how Deliveroo, Uber Eats and GoPuff each work commercially with retailers
- Build a delivery proposition that works for shoppers happy to pay for speed and those who still expect it for free
- Prepare your supply chain now for rising delivery expectations, rather than reacting once it’s already mainstream
- Get a clearer picture of the data splits and commercial mechanics suppliers are still working out
- When next day delivery stops feeling fast, the definition of good service moves with it
Lee Pettman-Felss, Head of Strategic Initiatives & Development, B&Q
15.00 – 15.20 NEW 2027
Health, GLP-1 & The ‘Say Do’ Gap
Close The ‘Say Do’ Gap To Build A Strategy That Reflects Real, Evolving Shopper Health Behaviour
- GLP-1 weight loss drugs are already changing shopping baskets, and most brands are still deciding whether to even say the word out loud
- Close the gap between the healthy choices shoppers tell you they want and the ones that actually end up in the basket
- Update your category language as high protein and high fibre replace low sugar and low fat
- Keep ultra processed food and salt on the agenda
- Get a category and NPD-ready read on what this shift actually means for your range, clothing designs and shopper habits
Sophie Evans, Category Manager, itsu Grocery
15.20 – 15.40 BONUS SESSION: CASE STUDY RESERVED FOR CONFERENCE PARTNER
15.40 – 16.10 Afternoon Refreshment Break & Informal Networking
CHAPTER 4 • PROOF & PEOPLE & THE ROAD AHEAD
Measurement That Defends Budget & Teams Built For What’s Next
16.10-16.35
Defend Your Budget: A Measurement & Attribution Focused Session
Build A Measurement Framework That Proves Impact, Defends Budget & Withstands Scrutiny
- Working through a real measurement challenge live
- Build the case that clean structured data underpins AI, retail media and omni-channel alike
- Develop a closed loop measurement model that works even without direct purchase data
- Cut through data fragmented across retailers with inconsistent taxonomies, so comparison stops being guesswork
- Leave with a practical framework for defending your budget in the next planning round
16.35-16.55 LIGHTNING ROUND NEW 2027
How AI Is Reshaping The Shopper Team & Organisation
Reshape Your Team Structure To Build The Skills, Roles & Agility The Connected Shopper Era Demands
- Track how category, brand and shopper marketing roles are quietly merging into something more generalist
- Protect entry-level career paths as the routine parts of the job become the first to be automated
- Weigh headcount against AI cost as a genuine planning question, not just a talking point
- Connect the dots between AI, data, retail media and loyalty to see the shape of the next few years, not just the next campaign – avoiding silo working as we strive toward the connected customer
- Walk away with five different answers to the same question: what does my team need to look like in two to five years?
Melissa Sinanovic, Senior Category Lead, Just Eat Takeaway.com
Kirsty Kean, Head of Retail Marketing’, Tesco Mobile
16.55 – 17.15 BONUS SESSION: CASE STUDY RESERVED FOR CONFERENCE PARTNER.
17.25 – 17.45 CHAIR’S CLOSING REMARKS The Road Ahead To The Connected Shopper Of 2030