2nd Annual One-Day Conference & Networking Exhibition, London

08.15 Registration, Informal Networking & GIC Welcome

 

09.00 Morning Co-Chairs’ Opening Remarks

Amy Harman

Head of Customer Marketing

Hotel Chocolat Ltd

 

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HIGH-IMPACT, GAME-CHANGING CONTENT

09.10 Cut Through Crowded Inboxes With Fresh, Dynamic Email Content That Secures Retention, Loyalty & Delivers Lasting Engagement

  • More than just “content” – spice up your email campaigns with creative, out-of-the-box ideas that encourage customers to stop scrolling and pay attention
  • Develop eye-catching personalisation that makes your customer feel seen and heard, while navigating the ideal balance of AI, automation, and the critical human touch
  • Images, gifs, videos, text – what is the ideal mix? Craft emails with the perfect tone to capture attention through timely, concise information and punchy visuals
  • The latest trends! What are customers responding to in emails today? With consumer tastes always developing, and users accessing email on multiple devices, keep your content ahead of the curve

 

Charlotte Williams

Head of Marketing & Communications

BNP Paribas Real Estate

AI & AUTOMATION FOR EMAIL SUCCESS

Q&A

09.30 Harness The Ever-Growing Potential Of AI & Utilise The Latest Advances To Boost Open Rates, Personalisation & Engagement

  • AI as your co-pilot; maintain the perfect balance between automation and the critical human factor, to maximise output without alienating customers
  • Know the limits as well as the strengths! In what ways can AI truly outperform workers, and when does the human element need to take over to avoid generic or underdeveloped content?
  • Go from the theoretical to the practical, with real-life use cases that demonstrate tangible ROI and inspire new approaches
  • What are the best tools and platforms to achieve high-level personalisation and segmentation, while also remaining compliant and data-safe?

 

Tash Dean

CRM Campaign Manager, DE&I Ambassador

Tesco Mobile

 

Jean-Pascal Amblat

Head of Owned Channels & CRM

Air France

 

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SUPERCHARGING EMAIL IN THE OMNICHANNEL MIX

Cutting-Edge Strategies

10.00 Embed Email As A Key Driver At The Centre Of Omnichannel Strategies To Streamline Customer Journeys & Brand Narrative

  • Who responds to what? Employ targeted audience segmentation to ensure email stands out as a key channel in the wider marketing portfolio
  • Social media, WhatsApp, SMS – ensure your marcomms channels are working together, not against each other, with seamless customer journeys from one to another
  • Foster collaboration and connected thinking between marketing teams and professionals working across different channels, to put the customer first
  • Avoid bombardment and over-communication with joined-up storytelling that makes best use of all channels

Amy Wisniewski

Ecommerce Lead

Lucky Saint

10.20 Bonus Session; Reserved For Exclusive Conference Partner

 

 

10.50 Morning Refreshment Break With Informal Networking

PROVEN STAND-OUT PERSONALISATION

Panel Q&A

11.20 Maximise Customer Engagement & Conversion Rates With Next-Level, Practical & Proven Personalisation Strategies With A Targeted, Data-Led Approach

  • Assess the latest tools and programmes to understand what level of personalisation works best for your specific marketing goals
  • Don’t get left behind! Gain unmissable insights into the high-impact personalisation strategies already being used by your fellow CRM and Marketing professionals
  • With some customers sceptical of AI-generated content, strike the right balance between AI and the human touch, and ensure your efforts are justified by appropriate ROI
  • Out-of-date information can undermine your efforts; harness the latest data methodologies to increase accuracy and relevance

 

Hussein Akins

Senior CRM Executive

Octopus Money

 

Ashley Coidan

Head of Web & Email Communications

University of Cambridge

 

Kate Chatterton

Senior CRM Manager

BrewDog

 

Jean-Pascal Amblat

Head of Owned Channels & CRM

Air France

REVENUE-GENERATING DATA & TARGETING

Harness The Power Of Data

11.50 Leverage The Power Of Relevant, Up-To-The-Minute Data To Drive Personalisation & Segmentation Strategies That Foster Trust & Brand Loyalty

  • With customers ever more conscious of their data privacy rights, avoid unsubscribes and foster trust through responsible data usage that adds real value
  • Your personalised campaigns are only as strong as the data they are built on – how can you make sure your data is as accurate and up-to-date as possible?
  • What are the latest models, algorithms and AI tools that can help you to maximise your data and make the best use of it?
  • Deploy tailored personalisation and segmentation techniques to drive customer engagement and relevancy, while avoiding hitting spam folders

 

Daisy Smith

Email Marketing Manager

Sally Europe

 

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DOMINATE DELIVERABILITY & OPEN RATES

Know What To Avoid

12.10 Overcome Deliverability Challenges With Cutting-Edge Techniques To Increase Inbox Landing & Open Rates

  • Know the landscape – understand the ever-evolving privacy regulations and legislation and what to avoid in email composition
  • Optimise subject lines, avoid flagged buzzwords and navigate ESPs to maximise delivery rates
  • Craft clear and eye-catching emails that are optimised across multiple screen formats, and promote email accessibility for the visually and hearing impaired
  • Employ the latest benchmarking and measurement techniques to see how your campaigns are performing and how they can be improved

 

Andrew Denton MBE

Head of Stories

Storied Collection

FRICTIONLESS CUSTOMER JOURNEYS – PERSPECTIVE 1

Eliminate Pain Points

12.30 Streamline Processes & Remove Friction Points To Create Seamless & Pain-Free Customer Journeys That Retain Customers & Drive ROI

  • Map out customer journeys to truly understand the experience from initial contact to point of purchase, highlighting friction points and the need for clear signposting
  • Ensure your campaigns are consistent across all channels, and facilitate easy transitions from one omnichannel stream to another for maximised customer experience
  • Harness the latest data and metrics to understand what truly works, what customers are looking for, and how journeys can be easily improved
  • Utilise the power of AI at key touchpoints to drive conversion rates and motive calls to action for real and proven results

 

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12:50 Bonus Session; Reserved For Exclusive Conference Partner

 

 

13.10 Lunch & Informal Networking For Speakers, Delegates & Partners

 

 

13.40 Informal Breakout Discussions

 

 

14.10 Afternoon Co-Chairs’ Opening Remarks

Corner flag: Opening Remarks

 

Rhea Fox

Digital Director

Ted Baker

 

Eszter Morvai

Head of Customer Data Platform

Aviva

 

LONG-TERM CUSTOMER LOYALTY & RETENTION – PERSPECTIVE 1

Retain Your Most Valuable Assets

14.20 Connect & Combine Your CRM, Customer Loyalty & Retention Strategies Into Email Campaigns That Unify & Elevate Customer Interactions

  • How can your CRM and loyalty campaigns work more harmoniously together to generate more impact and engagement from fewer emails?
  • Gather and analyse feedback from long-term customers – what is driving loyalty? How can you adapt your content to quickly win over new customers and boost acquisition?
  • Foster trust and elevate retention rates by promoting data privacy, responsible use of secure information, and utilising segmentation to keep customers engaged
  • Exceed customers’ expectations with unified, punchy, and eye-catching campaigns that make them feel seen and appreciated

 

Matthew Smith

Marketing Performance Analyst

Boots Opticians

 

Karmen McLaughlin

CRM Manager

Boots Opticians

VALUE-ADDING MEASUREMENT & ROI RESULTS

Showcase Your Success

14.40 Demonstrate Cutting-Edge Email Success By Employing The Latest Measurements & Metrics That Truly Highlight Added Value & Tangible Results

  • Pinpoint clicks and conversions to understand which successes can be attributed to which campaigns, and how to build on today’s successes in the future
  • What are you trying to achieve? Define clear goals and select the optimal metrics to help you fulfil them effectively
  • Assess and explore the latest tools that promote ROI, both direct and indirect, and underline your brand’s narrative while retaining customer trust and engagement
  • Secure senior buy-in and leadership engagement by proving email’s essential worth with verifiable facts and figures

 

Thien Tran

Global Digital Marketing & Analytics Manager

Pernod Ricard

FRICTIONLESS CUSTOMER JOURNEYS – PERSPECTIVE 2

15.00 Streamline Processes & Remove Friction Points To Create Seamless & Pain-Free Customer Journeys That Retain Customers & Drive ROI

  • Map out customer journeys to truly understand the experience from initial contact to point of purchase, highlighting friction points and the need for clear signposting
  • Ensure your campaigns are consistent across all channels, and facilitate easy transitions from one omnichannel stream to another for maximised customer experience
  • Harness the latest data and metrics to understand what truly works, what customers are looking for, and how journeys can be easily improved
  • Utilise the power of AI at key touchpoints to drive conversion rates and motive calls to action for real and proven results

 

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15.20 Bonus Session; Reserved For Exclusive Conference Partner

 

 

15.50 Afternoon Refreshment Break With Informal Networking

CUSTOMER-CENTRIC EMAIL

Focused & Targeted

16.20 Put Customers First With Targeted, Engaging, Value-Adding Email Marketing Campaigns That Boost Engagement, Secure Loyalty & Maximise Revenue

  • Know your audience! Avoid bombardment by understanding what customers are looking for and delivering it clearly and effectively each and every time
  • Create user-friendly approaches which secure engagement and retention by providing easily navigable customer journeys
  • What are the latest pioneering tools and techniques to streamline your email messaging and improve customer experience?
  • Tailor your email content to reflect your brand values and align with the desires and feedback of your target audience

 

Nico Drysdale

CRM Lead (Grocery)

ASDA

 

Daniel Crowdy

CRM Lead

George

EMAIL IN 2025 & BEYOND: TRENDS, INNOVATIONS & INDUSTRY BENCHMARKING

Panel

Q&A

16.40 Future-Proof Your Email Campaign Strategies By Forecasting & Adapting To The Latest Customer-Centric Marketing Trends

  • Don’t get left behind! What are the latest tools and platforms set to disrupt the marketing sector, and how are they already being deployed?
  • Avoid email anachronism; with shopping and spending habits impacted by the cost-of-living crisis, and social media more prominent than ever, where does email fit in the modern marketing world?
  • Navigate the changing landscape of regulatory legislation, and shifting attitudes (both public and professional) towards data privacy and the rise of AI
  • Forecasting trends and peer-driven industry benchmarking for 2025 and beyond

Katheryn Thomas

Senior CRM Manager

L’OCCITANE Group

 

Sherie Driscoll

Senior Marketing Manager – CRM & Data, Marketing and Research

Cambridge University Press & Assessment English

David Cross

Head of CRM, Loyalty & Retention

Warner Hotels

 

Amy Harman

Head of Customer Marketing

Hotel Chocolat Ltd

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17.10 Afternoon Co-Chairs’ Closing Remarks & Official Close Of Conference

Rhea Fox

Digital Director

Ted Baker

Eszter Morvai

Head of Customer Data Platform

Aviva