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Retail & Consumer

FT Future of Retail Summit

Customer-centricity from Shop Floor to Front Door

London |
Speakers include:
Régis  Schultz

Régis Schultz


Veronique Laury

Veronique Laury

Kingfisher plc

Daniel Grieder

Daniel Grieder

Tommy Hilfiger Global & PVH Europe


Behind-the-scenes insights from the visionary retailers who are rethinking the dynamic between their physical and virtual spaces and the consumer in order to deliver higher sales and more profit.

The agenda is designed for UK and European CEOs and their senior teams as they develop a response to the consumer, technology and business model shifts disrupting the global retail landscape.

The FT Future of Retail Summit is now in its 3rd year.

fallback Add to my Calendar 09/20/2018 08:00:0009/20/2018 17:50:00trueFT Future of Retail SummitBehind-the-scenes insights from the visionary retailers who are rethinking the dynamic between their physical and virtual spaces and the consumer in order to deliver higher sales and more profit.The agenda is designed for UK and European CEOs and their senior teams as they develop a response to the consumer, technology and business model shifts disrupting the global retail landscape.The FT Future of Retail Summit is now in its 3rd year.FT-Future-of-Retail-Summite9ea6bf860475653856164050eec16b1MM/DD/YYYY

Photos from Last Year's Summit

To access photos from last year's event, please click here.

retail photos flickr


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Full Overview

The Future of Retail summit is our big picture, mega-trends event for large retailers from across the UK and Europe. As the impact of new technologies and fast-evolving consumer expectations continue to ricochet through the retail ecosystem, the 3rd annual summit will address the hottest issues through probing interviews and panel debate with the pioneering CEOs and industry leaders reinventing their businesses for the 21st century.

As the retail universe continues to expand, we will explain at this year’s summit why retailers must focus on putting the customer at the centre of everything they do – in store, online, in the delivery context, through the supply chain, and within the retail ecosystem more broadly. The summit will also outline the practical steps that retailers need to take, and the emerging technologies and new strategic partnerships that will help. 

Putting the customer at the centre of an expanding retail universe                                 

It’s not enough to compete on product alone anymore. Or price. Shoppers these days want the best products at the best price and they want them delivered quickly to the destination of their choice - and they want an engaging experience along the way. Retailers that don’t fully grasp what their customers want - from the shop floor all the way to the front door - will see shrinking profits at best, closure at worst.

The retail universe is expanding. Gone are the days when retailers had to focus ‘simply’ on getting shoppers into shops on the high-street between the hours of 9-5 to buy their goods. Retail now happens everywhere, all the time; shoppers can be found everywhere, all the time. Keeping  a handle on what the customer wants and placing it at the centre of this expanding retail universe is much more complicated and difficult than it used to be, and neither can it be be accomplished single-handedly. To really understand what customers want, retailers need eyes and ears in more places, more of the time. To do this, they are rethinking existing partnerships and enlisting the help of non-traditional and emerging retail players.

Shoppers won’t stop shopping, but they will stop shopping at outlets that can’t offer the right ‘shop floor to front door’ experience. The 3rd FT Future of Retail Summit will look at what practical steps retailers are taking to make the shift from a transactional to an experiential mind-set, and the measures they are taking to really put the customer at the centre of everything they do – in store, online, in the delivery context, throughout the supply chain, and across the retail ecosystem more broadly.


Keynote Speakers (5)

Régis  Schultz

Régis Schultz


Régis Schultz has been Chairman of Monoprix since 2016. He is also a member of the Casino Group Executive Committee. Prior to joining Monoprix, he was Chief Executive Officer of Darty and chairman of Darty France from 2013. From 2008 to 2013, he was Chief Executive Officer of French furniture BUT. Before that, he held several senior positions at Kingfisher plc, including Head of Strategy and Development of Kingfisher, then as Commercial Director and Chief Operating Officer for the subsidiary of Kingfisher plc: B&Q (Block & Quayle).

Régis Schultz started his career in finance with the Pernod Ricard Group (Financial Controller at Orangina Schweppes, then Chief Financial Officer at CSR Pampryl) and the Castorama Group as Chief Financial Officer and then Deputy Chief Executive Officer. He holds an MBA from Dauphine University, Paris.

Veronique Laury

Veronique Laury

Kingfisher plc

Véronique Laury is a highly experienced international retailer who has worked in the home improvement sector for 28 years in France and in the UK. She joined Kingfisher in 2003, after spending 15 years at Leroy Merlin in various commercial roles. In her 14 years with Kingfisher she has held several key roles, including Chief Executive of Castorama France, Group Commercial Director, and Commercial Director of B&Q UK&Ireland. She became Chief Executive Officer on 8 December 2014.

Daniel Grieder

Daniel Grieder

Tommy Hilfiger Global & PVH Europe

As CEO, Tommy Hilfiger Global and PVH Europe, Daniel Grieder has been instrumental in evolving TOMMY HILFIGER into one of the world’s most recognized premium lifestyle brands, led by a Rolling Vision. His passion for speed, innovation and digitalization led to the launch of pioneering initiatives, including the Digital Showroom, which set a new industry benchmark for selling; the Store-of-the-Future, which blends traditional shopping with digital innovation, customization experiences, and a signature social setting; 3D design in product, which supports the transformation of the brand’s value chain. During his tenure, the company expanded to over 100 countries with more than 1,800 retail stores and global retail sales of $6.6 billion in 2016.

Daniel Grieder has over 30 years of international experience as managing director, founder, president and CEO. As part of the pan European launch of Tommy Hilfiger in 1997, Daniel introduced the brand in his native home of Switzerland and Austria and he was appointed CEO, Tommy Hilfiger Global, in addition to his continued role as CEO, PVH Europe in 2014.

Andrew Higginson

Andrew Higginson

Wm Morrison Supermarkets Plc

After starting his career in FMCG with Unilever and Guinness, Andy Higginson has spent 27 years in retail.  He was Group Finance Director of Laura Ashley Holdings plc, The Burton Group plc, then, for 15 years he was an Executive Director of Tesco PLC, eleven years as Finance and Strategy Director, and four years as CEO of their Retail Services Division (, Tesco Bank, Tesco Telecomms and DunnHumby).  

He retired in August 2012, and was Chairman of Poundland up to and including their IPO. 
He is now Chairman of Wm Morrison Supermarkets plc, N Brown Group plc, and The Scotts Company (UK) Limited.  He is an Non-Executive Director at Woolworths Holdings Limited  (South Africa) and an advisor to Shore Capital Markets Limited and Clearwater International.
He also served for four years as an independent Non-Executive Director on the Board of the RFU and for ten years as an independent Non-Executive Director at the broadcaster Sky plc, where he was the SID.

Mike Coupe

Mike Coupe

J Sainsbury

Mike Coupe has served as an Executive Director since 1 August 2007 and as Chief Executive Officer since 9 July 2014. Mike has also been a member of the Operating Board since October 2004 and is a member of the CR&S Committee. He has vast retail industry experience in trading, strategy, marketing, digital and online as well as multi-site store experience. He joined Sainsbury’s from Big Food Group where he was a board director of Big Food Group plc and Managing Director of Iceland Food Stores. He previously worked for both ASDA and Tesco, where he served in a variety of senior management roles. Mike is a Non-Executive Director of Greene King plc.



Paul Edwards

Paul Edwards

Head of Client Partnerships, Display
Samsung Electronics UK and Ireland

Since joining Samsung in early 2017, Paul Edwards has led on major deals and projects for the Display business, developing key partnerships within the retail, corporate, hospitality, education and entertainment sectors.

As Head of Partnerships for Display, Paul’s responsibilities include management of all sales for end users in the UK and the development of their service proposition. This encompasses sales of Samsung’s display solutions, covering everything from video walls to LED screens and self-serve kiosks. Paul and his team help to deliver transformational visual display solutions for a seamless information experience.

James Hammersley

James Hammersley

Good Growth

James is co-author of the book ‘Leading Digital Strategy’ and founder of Good Growth. James is responsible for ensuring all clients grow their businesses through working with Good Growth.  James has had the privilege of working with some of the largest and most successful UK and global brands ranging from FTSE PLC retailers through to The Economist, Telefonica, Regus and Virgin.  

In January 2019, the next book, ‘Optimizing Digital Strategy’ will be published by KoganPage.

Antony Welfare

Antony Welfare

Innovation Strategy Director

With a lifetime of experience in retail and ecommerce, Antony has an intimate knowledge of the sector from your local store to the heady heights of multinational retail management. Following 20 years of hands-on experience in such household giants as M&S, Sainsburys and Dixons, Antony is now pushing the boundaries of cutting edge, retail technology at Oracle. Antony is a leader in Blockchain for Retail, as the Retail Advisor to the APPG Blockchain government programme, and guest lecturer for Retail on the UCL Executive Blockchain programme.  In addition to this, Antony is a serial entrepreneur and prolific writer, having authored several books including – The Retail Handbook: Master omnichannel best practice to attract, engage and retain customers in the digital age.

Philipp Gajzer

Philipp Gajzer

Managing Director
Move Now Luxury Brokers & Advisors

Philipp Gajzer is Managing Director of Move Now Luxury Brokers & Advisors and Managing Director of Move Now Commercial Brokers a German based company that provides transaction services for luxury retail real estate and advises some of the top players in the luxury market.

After studying Medicine and Law in Frankfurt and Heidelberg Universities, Mr Gajzer co-founded the company in 2003 and led its international growth, with the company currently operating in Europe, Asia and US, procuring only in premium locations such as Avenue Montaigne in Paris, Bond Street in London, Canton Road in Hong Kong, Nanjing Xi Lu in Shanghai and Madison Avenue in New York. He works with the world’s most prestigious luxury brands, including Giorgio Armani, Bottega Veneta, Jimmy Choo, Harry Winston, Loro Piana and Prada.

Jan Wollesen

Jan Wollesen

Head of Segment, Retail & Logistics

Jan Wollesen has been the Head of Segment, Retail & Logistics at E.ON since July 2018, after joining the company the previous year.He’s an experienced energy manager, who has focused on energy efficiency and sustainability for more than 12 years. Jan has spent almost a decade in leading positions as a retail energy manager for both C&A Europe and REWE Group. Jan started his career as an energy manager for one of the leading facility management companies HSG (now Apleona). As a civil engineer, Jan has a broad technical and commercial expertise.

Waleed Ayoub

Waleed Ayoub


Waleed Ayoub is a product and technology leader with over a decade of hands-on experience empowering talented teams and building impactful enterprise SaaS products. His experience spans a broad enterprise landscape, including banking, CPG retail, loyalty, telco, pharmacy and other specialty B2C domains. Waleed specializes in transforming data and machine learning from an operational afterthought to a revenue-generating asset with some of the world's largest enterprises. At Rubikloud, Waleed is on a mission to bring "intelligent decision automation" to the enterprise. Prior to joining Rubikloud as their Chief Technology Officer, Waleed most recently ran the Customer & Advanced Analytics practice at Shoppers Drug Mart. Waleed holds a Bachelor of Applied Science and Engineering with a specialization in Quantum Physics from the University of Toronto.

Stephan Zoll

Stephan Zoll

Chief Executive Officer
SIGNA Sports Group

Stephan Zoll is the CEO of SIGNA Sports United since July 1st, 2018. In this capacity, he is responsible for the entire sports online business with the category champion destinations Internetstores, Tennis-Point, Outfitter, and Stylefile. Zoll was the VP and Managing Director of ebay in Germany for many years and served as a member of ebay’s European leadership team. Most recently, the Hamburg-born manager was the President Online at Sears Holdings Corp. in the U.S.

Doug Gurr

Doug Gurr

UK Country Manager

Doug Gurr is UK Country Manager for Amazon and is responsible for leading the company’s UK strategy, consumer e-commerce business, digital content and device offerings, as well as helping to guide Amazon’s UK innovation programmes. Prior to his current role, Doug was China Country Manager for Amazon, having joined the company in 2011 as Vice President of the Hardlines division for Previously, he was an Executive Director at Asda, and before that was CEO of Blueheath Holdings, a company he founded and saw through to its listing on London’s AIM market. Earlier in his career, he was a partner at McKinsey & Co. Doug is currently Chairman of the British Heart Foundation and a Trustee of the Landmark Trust. He has Bachelor’s and Master’s degrees in Mathematics from the University of Cambridge and a PhD in Theoretical Computing from the University of Edinburgh.

Ross Bailey

Ross Bailey

Founder and Chief Executive
Appear Here

Ross Bailey is the Founder and Chief Executive Officer of Appear Here, the leading online marketplace for short-term retail space. Appear Here’s mission is to create a world where anyone with an idea can find space to make it happen. Named one of ‘the most disruptive companies in property, by The Financial Times, Appear Here has become the go-to destination to make innovative and creative retail ideas happen. The company has launched stores for big international brands such as Google, Apple and Nike, leading designers from Chanel to Kanye West and Supreme, plus 1000's of new independents. Since it launched in 2013, Appear Here has over 200,000 brands using the service and lists over 7,000 prime retail spaces across the UK, US and France. Since starting the company aged just 20, Mr Bailey has been chosen as one of Fast Company's 100 most creative people in business and Commercial Observer's top power disruptors in real estate.

Olivier  Salomon

Olivier Salomon

Managing Director
Alix Partners

Olivier Salomon helps retailers and consumer goods companies globally develop their businesses and improve operations in an increasingly complex environment.

He has two decades of hands-on consulting experience covering a wide range of issues and situations in the industry, including in the areas of business development, M&A, post-merger integration, pricing, procurement, logistics, store operations, and online development. Olivier has deep expertise in supply chain transformation and has supported many retailers and brands in the development of true omnichannel operations during the past few years.

He holds an MBA from the Tepper School of Business at Carnegie Mellon University and a BS from Ecole des Mines, and he teaches strategy at the Paris Institute of Political Studies.

Stefano Perego

Stefano Perego

Director UK Customer Fulfillment

After graduating from Politecnico di Milano with a degree in Business Administration, Stefano Perego began his career in retail at Black & Decker as a Material Manager. From there he moved to Comifar as a Logistics Analyst and then  Rexel where he was promoted through the ranks to become Supply Chain Director for UK & Ireland. After ten years at Rexel, Stefano moved to become General Manager of Amazon Italia in July 2011. Since then he has held a variety of managerial positions including Regional Director for Southern Europe and Technical Advisor to the Senior Vice President of Global Operations. He has been in his current role as Director of UK Customer Fulfilment for the past seven months.

May Al-Karooni

May Al-Karooni


May Al-Karooni is the founder of, a reuse platform that connects corporates to charities and SMEs within a supply chain network providing a waste and social impact data to its members.

May previously worked within the investment banking and asset management industry, fundraising monies for venture capital, property and hedge funds for the last 10 years totalling over £120 million in funds raised. In 2013 May set up Globechain after seeing a demand for a new online circular economy within the waste management industry after her own employer expressed a need to reuse items in a more collaborative way.

Globechain has gained huge momentum growing to 10,000 members with eBay as its mentors and securing contracts with some of the world’s largest brands as well as growing a large network of charities nationally and internationally. Globechain works within the retail, commercial and construction industry and last year diverted 4,000,000 kilos from landfill with items being re distributed within the UK as well as abroad as far as Sierra Leone, Guinea, Libya and the Ukraine providing savings of over £1,000,000 to charitable causes.

Peter  Cross

Peter Cross

Customer Experience Director
John Lewis

Peter Cross, Customer Experience Director at John Lewis is well known in the industry for a frank view and a bold ambition. Whilst he has been at the brand for five years, he's been in his newly created role for less than 12 months. In that time customers have slept in shops, staff have been sent to theatre school, specialist services have been anchored by "concierge style" Experience Desks and the pressure has been kept up on making the digital and fulfilment journey as good as it possibly can be. Peter has worked in marketing communications for 30 years, in house at Burberry, L'Oreal, Richemont and latterly nurtured his passion for shops agency side as business partner to Mary Portas for ten years at her eponymous strategic retail agency Portas.

Luke Williams

Luke Williams

Head of Customer Experience (CX)

Luke Williams is Head of Customer Experience (CX) at Qualtrics and is an award-winning researcher and author of a New York Times and USA Today bestseller (“The Wallet Allocation Rule”), and a Bookscan bestseller (“Why Loyalty Matters”). A statistician and methodologist by training, Luke is a thought leader in the space of customer experience, client satisfaction, client loyalty, client ROI, strategy, and analytics. His work has appeared in many academic and trade publications, including co-authorship of a Harvard Business School Case Study.

Prior to Qualtrics, Luke was Corporate Vice President of the Client Care Program at AECOM, where he was responsible for the global client feedback measurement, analytics and insights team. Luke previously held multiple roles at Ipsos Loyalty, including Head of Research Methods & Head of Consulting , and Vice President, Financial services .

Luke is a member of the Market Research Association (MRA) and CXPA. He holds a M.A. in Research Methods from Durham University in England.

Mandeep Singh

Mandeep Singh

co-founder and CEO

Mandeep is the co-founder & CEO of Trouva. Mandeep started developing web sites as a teenager, setting up his first “start-up”, a web design business, from his bedroom when he was 15. He studied Physics at Cambridge University and then became a retail strategy consultant at OC&C, advising the likes of Arcadia Group, DFS and Asda Wal-Mart amongst others. It was here where he first saw the impact that online was having on offline retail.

Mandeep was then an investor at BC Partners, one of Europe’s largest Private Equity funds, which owned businesses such as Foxtons, Intelsat and Petsmart.  He has been interviewed about the future of the high street by media such as BBC One and The Sunday Times, and in his spare time Mandeep is Chairman of Cambridge University young alumni (Cambridge10) and an Ambassador for BrightMentors, which encourages technology entrepreneurs to mentor secondary school children.

Jody Ford

Jody Ford

Photobox Group

Jody Ford is CEO of Photobox Group, made up of four market-leading personalisation and gifting brands - Photobox, Moonpig, Hofmann and posterXXL - operating in fifteen markets.

From London, via Sydney, to California and now back in Europe, Jody’s passion is working with innovative, consumer-facing digital and technology businesses, helping them transform and grow across new sectors, markets and audiences.

He has a relentless focus on creating world-class customer experiences, inspiring his people and driving innovation to deliver performance and growth.

Prior to his current role, Jody worked with eBay, transforming their global marketing platform – revolutionising CRM and super-charging paid marketing with Google, Facebook & Snapchat. He led on the Brands4Friends acquisition by eBay in Germany and was also part of the Orange team that delivered the largest ever corporate IPO in Europe.

Klaas Mantel

Klaas Mantel

Head of Global Convenience Retail, Shell
Shell International

As Head of Global Convenience Retail & Alliances at Shell International Klaas Mantel is responsible for the Strategy, Marketing, Innovation, Analytics and Global Strategic supplier and partner management for Shell’s $6bn ‘Non-Fuel Retail’ business with 8000 Convenience Stores and hundreds of Alliance Co-locators with leading brands such as Starbucks, Costa and McDonalds across 32 markets. Prior to this role he was the General Manager Retail for Shell South Africa with bottom line accountability for 700 Service stations and 400 Company owned convenience stores.

Mr Mantel has played an instrumental role in increasing the strategic focus and business growth in the ‘Non-Fuel Retail’ in the Shell Retail business. He has been at the forefront of the Deli by Shell launch in over 20 markets to date – a fresh food outlet which continuously endeavours to provide Shell customers with locally relevant and bespoke delicacies across the globe. This increasing role of Convenience retail in the Shell retail business culminated in the announcement in March 2018 to increase Shell’s Global store footprint by 5000 convenience stores by 2025.

Mr Mantel is member of the International Board of Directors of NACS, the US based Global association for Convenience and fuel retail and non-executive director of Shell Pakistan Ltd, a publicly listed company.

In order to support the growth and investment in Asia, and accelerate the adoption of digital, small format and ‘on to off line’ (O2O) retailing innovations that increasingly originate from Asia, he operates his Global role from Bangkok, Thailand.

Fokke  de Jong

Fokke de Jong

CEO and Founder

Born and raised in Amsterdam, De Jong was 27 years old when he fell in love with the fashion business and started organizing tailoring parties at his university campus and offices. While still attending law school, de Jong started selling suits from the trunk of his car, eventually deciding to quit school just months shy of graduation to pursue his business in the world of tailoring fulltime.

Since founding his company in 2000, De Jong has continued to take on a prominent role within the company. As the CEO, he determines the company’s strategy, global development, creates innovative (and sometimes provocative) marketing campaigns, and has led Suitsupply to a rapid e-commerce expansion.

The manner in which De Jong leads Suitsupply is the quintessence of Dutch entrepreneurship — untraditional thinking, creative leadership, and a pioneer spirit. The company is expanding globally with stores in Europe, USA and China.

Dan Warne

Dan Warne

Managing Director
Deliveroo, UK & Ireland

Dan is Managing Director of Deliveroo in the UK & Ireland. Since joining the company in 2014, he has played a key role in its expansion into more than 100 British towns and cities. Dan now oversees hundreds of full-time staff in the UK in multiple offices, as well as Deliveroo's partnerships with more than 10,000 restaurants and its relationship with over 15,000 self-employed riders.

Dan was previously VP of Business Development at the fast-growth Travel zoo, an international travel media company, where he spent over 5 years driving the growth of the business worldwide.”

Josie Cartridge

Josie Cartridge

Customer Director
River Island

Following a successful modelling career, Josie Cartridge studied at the Fashion Institute of Technology before working as Marketing Manager for UK brand Sainsbury’s, developing and managing the launch of their first own label clothing brand Tu. Josie joined River Island in 2010 as Marketing Director. In this role she helped oversee the launch of the first TV campaign in 2014, and delivered the Rihanna for River Island collaboration and campaign.

During her career as  Marketing Director, Josie has also helped steer the creation of the plus-size offering, RI Plus, catering for sizes 18-24. In January 2016, Josie was promoted to Customer Director, as part of a wider business strategy to increase engagement with customers across all product divisions and touchpoints.

Marcia Kilgore

Marcia Kilgore

Beauty Pie

Heralded as “the new Estée Lauder” back in the mid-‘90s when her experimental one-room beauty studio grew into the revolutionary Bliss Spa, Marcia Kilgore was later pegged by Time Magazine as one of the new generation of young entrepreneurs after she sold the company to LMVH.

Ms Kilgore went on to grow, and later sell, beauty brand Soap & Glory – her post-Bliss beauty brand – known for giving customers “the best bang for their beauty budget”– to Boots/Walgreens, cementing her status as serial-entrepreneurial wonder woman.

Next came FitFlop, Ms Kilgore’s ergonomic footwear brand, dubbed by industry watchers as “footwear’s Lululemon”, which is now distributed in 64 markets globally and whose current SS17 Shoes For Superwomen campaign is fronted by Uma Thurman.

Ms Kilgore’s new venture, Foam and Substance, is a mother-company for two (so far) zeitgeist-grabbing brands, located in London and staffed by the budding business superstars she’s met along the way.

Her team recently launched a masspirational bath and body brand called Soaper Duper, which boasts the best naturally-derived, enviably-priced bath and body products of the 21st century. The brand donates to WaterAid and Clean the World – proving that it’s possible to do good business and do good at the same time. 

Beauty Pie - Foam & Substance’s most recent launch - went live in December 2016 with ambitions to change the way that women shop for cosmetics. Providing a ‘virtual backstage pass’ to the world’s leading makeup manufacturers, Beauty Pie sells its members luxury cosmetics (with skincare launching later this month, and beauty tools following after) at their totally transparent Factory Cost. 


Chair (1)

Jonathan  Eley

Jonathan Eley

Retail Correspondent
Financial Times

Jonathan Eley was appointed Retail Correspondent of the Financial Times in April 2018. Previously, he was deputy head of the Lex column and before that, personal finance editor. He also spent 12 years in various roles at Investors Chronicle, an FT group publication for private investors. He is a graduate of Aston University.

Moderators (3)

Harriet Agnew

Harriet Agnew

Paris Correspondent
Financial Times

Harriet Agnew is a correspondent at the FT in Paris, covering the retail, luxury, telecoms, tech, consumer and media sectors. Before that she was City Correspondent at the FT. She previously wrote about hedge funds at Euromoney Institutional Investor and Financial News.  

Laura Onita

Laura Onita

Retail Correspondent
Evening Standard

Laura Onita is the Evening Standard’s retail correspondent. She previously covered enterprise for The Sunday Times and wrote its popular ‘How I made it’ column.

Kate Hardcastle MBE

Kate Hardcastle MBE

TV expert and Co-founder
Insight with Passion

Kate Hardcastle is the UK’s leading ‘go-to’ business expert on consumer insight for national TV and media. Kate has added her unique brand of knowledgeable commentary to thousands of interviews for TV and radio outlets including the BBC, ITV, Channel 4 and Sky News. She has also presented leading consumer shows ‘Rip Off Britain’ (BBC 1), ‘What Britain Bought’ (Channel 4), ‘Battlefront’ (Channel 4) and ‘Inside Out’ (BBC 1), as well as being the consumer champion for hit ITV 1 consumer show ‘Eat Shop Save’. Her work is respected globally. As Founding Partner of consultancy Insight with Passion, her projects have included the successful turnaround of ailing retail brands and shopping centres, the creation of powerful consumer brands, and consulting to oversee business redevelopment, restructure and takeovers.

Agenda - 20th Sep

  • 8:00am
    Registration and Networking
  • 9:00am
    Chair's Opening Remarks

    Jonathan Eley, Retail Correspondent, Financial Times

  • 9:05am
    Opening Keynote, Interview & Extended Audience Q&A

    Retail Revolution
    Mike Coupe, Group Chief Executive of Sainsbury’s, will discuss how a combination of macro global trends and technology are changing UK retail faster than ever before.

    Mike Coupe, Group Chief Executive, J. Sainsbury

    Interviewed by Jonathan Eley, Retail Correspondent, Financial Times

  • 9:40am
    The Outlook Panel: Understanding The Customer - Centric Retail Universe

    Speakers from across the retail ecosystem will discuss the increasingly centralised role of the modern shopper in an expanding retail universe.

    Josie Cartridge, Customer Director, River Island
    Peter Cross, Director, Customer Experience, John Lewis
    Philipp Gajzer, Managing Director, Move Now
    Lindsay Claydon, Director, Brand & Community Europe, lululemon 
    Olivier Salomon, Managing Director, Paris, AlixPartners

    Moderated byJonathan Eley, Retail Correspondent, Financial Times

  • 10:20am
    Your customers have spoken! How to respond and survive uncertain times in retail

    A decade on from the 2008 recession, how ready are the UK’s retailers for the next downturn? Hear from LukeWilliams, Head of Customer Experience at Qualtrics and author of the New York Times bestseller, The Wallet Allocation Rule, about how consumer spending is changing and how retailers can get ready now to protect themselves against the next recession. Based on exclusive new research into consumer confidence and retail spending habits, he’ll reveal what matters most to customers in tough economic times and how you can adapt to turn threat into opportunity in the coming years.

    Luke Williams, Head of Customer Experience (CX), Qualtrics

  • 10:35am
    Circular Dialogues

    Peer-to-peer discussion amongst delegates to reflect on what’s been discussed during the morning session

  • 10:55am
    Morning Break
  • 11:10am
    Keynote Fireside Chat & Audience Q&A

    Chairman Andrew Higginson talks about the next steps in the grocer’s impressive turnaround strategy, and shares strategic and practical insights on the key drivers and resistors of change in the retail landscape.

    Andrew Higginson, Chairman,Morrisons

    Interviewed by Jonathan Eley, Retail Correspondent, Financial Times

  • 11:40am
    Case Study - Lessons from outside retail

    Personalisation is the holy grail of retail. But getting personal on a large scale might, taken at face value, seem like an oxymoron. What can retailers learn from outside retail about how to reach a mobile and ‘always on’ customer base in a truly personal way - and do it successfully at scale?  

    Dan Warne, Managing Director UK & IE, Deliveroo

  • 11:55am
    Omnichanel retailers can now compete and beat Amazon!

    Learn how Blockchain technology will help the retail industry become more transparent, more efficient and better equipped to challenge Amazon head-on. From Supply chain to back office, Blockchain technology will transform your retail business. Discover how this can happen for your brand.
    Antony Welfare, Innovation Strategy Director, Oracle

  • 12:10pm
    Who Needs Retail?

    What happens when a successful serial entrepreneur - Bliss Spa, Soap & Glory,   FitFlop,Soaper Duper-  with a killer-knack for connecting the dots in new ways, decides to start a new beauty business for the internet age, with a focus on everything she loves    doing, and nothing she doesn’t? An honest, fresh, 30-minute download on ‘disruption’.  

    Fireside chat with Marcia Kilgore, Founder, Beauty Pie

    Interviewed by Kate Hardcastle MBE, TV Expert and co-founder of Insight with Passion

  • 12:30pm
    Keynote Address: Culture of Innovation

    It’s one thing to talk innovation. It’s another to live it. Daniel Grieder reveals how the organization is driving its own digital revolution and transforming to become the ultimate fashion tech brand. It’s about having a vision and culture that continuously adapts to change, puts the consumer at the center and holds product as king. With this mindset,   Tommy Hilfiger will keep making the impossible, possible.

    Daniel Grieder, Global CEO, Tommy Hilfiger 

  • 12:50pm
    Keynote Address: Observations of the digital age and its impact on retail – what impact it’s having and what needs to be done to ensure it’s a beneficial impact on UK plc and society.

    Doug Gurr, Managing Director, Amazon UK

  • 1:05pm
    Networking Lunch
  • 2:00pm
    View From the Top Interview

    Véronique Laury CEO, Kingfisher 

    Interviewed byJonathan Eley, Retail Correspondent, Financial Times

  • 2:25pm
    The Innovation Panel: Outside-In

    Ideas are traditionally generated inside the retail organisation and the goods and service innovations they produce are then offered to shoppers outside the organisation. Customer-centric innovation models turn this concept inside-out to bring the outside, in. Collaborating with shoppers and customers outside the company then bringing their ideas in significantly reduces the risk of new products, services and new business model ideas from failing in the marketplace. This panel will bring innovators from across the retail ecosystem to talk about how they are generating and implementing shopper-led innovations in-store, online, in delivery, and throughout the supply chain. 

    Fokke de Jong, Founder and CEO, Suitsupply
    Mandeep Singh, Co-founder and CEO, Trouva 
    Stefano Perego, Head, UK Customer Fulfillment, Amazon
    May Al-Karooni, Founder and CEO, Globechain 

    Interviewed byJonathan Eley, Retail Correspondent, Financial Times

  • 3:00pm
    Fireside Chat - A Spotlight on Sustainable Energy: How the Retail Sector can Reduce its Carbon Footprint

    Against the backdrop of a consumer shift towards more sustainable products and brands that run their operations in a way that demonstrably minimizes environmental impact, this interview will look at how retailers can make more efficient use of the vast amounts of light and heat they consume in order to reduce the carbon footprint.

    Jan Wollesen, Head of Segment, Retail & Logistics, E.ON

    Fireside chat with Jonathan Eley, Retail Correspondent, Financial Times

  • 3:15pm
    Afternoon Break
  • 3:35pm
    Mobility Retail: Customer insights and scenarios driving change

    The way people ‘consume mobility’ will undergo fundamental changes as cars become computers on wheels, autonomous driving goes mainstream, car ownership is replaced by transportation as a service, and the vehicles are increasingly electrified. These changes will reshape our cities as well as ‘brick and mortar’ retail.

    Shell Retail is repositioning itself to thrive in this mobility and energy transformation and significantly expand its Service station network whilst growing its Convenience Retail business to become the preferred Mobility Retailer. 

    Klaas Mantel, Head of Global Convenience Retail, Shell

  • 3:55pm
    The Partnership Panel: Eyes & Ears Everywhere

    To achieve true customer-centricity, retailers need to use all the tools and expertise at their disposal to gather intelligence about what their shoppers want and deliver on these expectations. Today’s shopper wants more, not just from their in-store and online experience, but of their experience of the whole customer journey. Retailers are increasingly turning to their partners and enlisting new partners to help them do this. Our speakers will look at how some of these traditional and less-traditional partnerships are producing exciting new customer-led innovations around product, service and ‘last mile’ delivery.  

    Ross Bailey, CEO and Founder, Appear Here
    James Hammersley, Founder, Good Growth
    Paul Edwards, head of Client Partnerships, Display, Samsung Electronics UK and Ireland

    Moderated by Kate Hardcastle MBE, TV Expert and co-founder of Insight with Passion 

  • 4:35pm
    How Technology has Changed the Ocado Customer Experience

    Simon Thompson, Chief Product Officer, Ocado

  • 4:45pm
    The Technology Panel

    How are retailers and their strategic partners deploying machine learning and AI to get closer to their customers? What are the risks and the rewards?

    Efficiency-driving in-store technologies, back office automation, shop floor robots and vehicle automation are sure to have a positive impact on retail profits by helping retailers better understand what their shoppers want. But they may also have downsides.

    Technology deployment is already beginning to change the composition of the retail workforce. Our panelists will discuss what AI and Machine Learning can do for retail, now and in the longer term, whilst also looking at how to deal with some of its potential downsides.

    Jody Ford, CEO, Photobox Group 
    Simon Thompson, Chief Product Officer, Ocado
    Waleed Ayoub, CTO, Rubikloud

    Moderated by Laura Onita, Retail Correspondent, Evening Standard

  • 5:20pm
    Closing Keynote, Interview and Audience Q&A

    Régis Schultz, Chairman, Monoprix  

    Interviewed by Harriet Agnew, Paris Correspondent, Financial Times

  • 5:45pm
    Chair's Closing Remarks and End of Conference

    Jonathan Eley, Retail Correspondent, Financial Times


Join our exclusive by-invite-only audience of retail CEOs and their leadership teams from across the UK and Europe. 

  • Escape the echo chamber: hear how customer-centric strategies are paying off in the entertainment, hospitality, and car industries
  • Get strategic insight straight from the boardrooms of the biggest retailers
  • Understand where the future opportunities for growth will be
  • Hear iconic brands and exciting start-ups talk about how they are deploying new retail models to deliver what the customer wants
  • Behind-the-scenes insights from the groundbreaking retailers reimagining their businesses for the post-digital era
  • Translate retail leaders' insights and analysis into bottom-line impact for your business
  • Grow your list of influential business contacts from across the retail ecosystem


Attendance at the FT Future of Retail Summit is exclusively for senior UK and European retail executives, including:

Confirmed to attend are:


Adidas - Age UK - BACCARAT - Backes & Strauss Ltd - Bally - Card Factory - Carrefour - Co-op - Costco Wholesale UK Ltd. - Crabtree & Evelyn - Debenhams - Dixons Carphone - Duke & Dexter - Fabergé - Fortnum & Mason - Harrods - Havaianas, Alpargatas Group - J Sainsbury Plc - Jaguar Land Rover Limited - JML - John Lewis - Lacoste - Larsson & Jennings - Lilou et Loic Ltd - Louis Vuitton Malletier - Monsoon Accessorize - N Brown PLC - Nisa Retail -  Notonthehighstreet - Ocado - Superdry - Swarovski - TIGI - Walgreens Boots Alliance - WHSmith plc - Wickes

Job Titles

Business Development - CEO - CFO - CCO - CIO - CMO - Co-Founder - COO - Customer Experience Director - Design Director - Director Analytics & Strategy - Director of Customer Services - Director of HR - Director of Technology Strategy and Planning - Director Policy and Research - Director, Group Customer Insight - Director, Insight and Assurance - Director, Strategy - EMEA Retail Marketing Coordinator - Founder - Global Finance Director - Global Innovation Manager - Global Sales Director - Group Head of External Communications - Head of Growth - Head of Product - Head of Store Development - Innovations Director - International Finance Director - Omnichannel Director - President - Retail Director - Strategy Director - UK Managing Director


VIP Application

If you are a senior member of a retail organisation and wish to attend the summit click here.


Retail Advisory Board 2018

With special thanks to

David Beadle, Vice President, Senior Credit Officer, Moody’s 

Martijn Bertisen, MD, Google UK 

Josie Cartridge, Customer Director, River Island

Lindsay Claydon, Director Brand & Community, Europe, Lululemon
Peter Cross, Director, Customer Experience, John Lewis

Hazel Ong, Senior Director, Strategic Planning, and Finance Projects, LEGO Group

Mandeep Singh, CEO, and co-founder, Trouva

Barratt West, VP - MD UK & Ireland, Tiffany & Co

Jo Whitfield, CEO, Food Retail, Co-op


Strategic Partner (1)

About Qualtrics

Qualtrics is a rapidly growing software-as-a-service company and the world leader in experience management. Our Customer Experience platform is trusted by some of the world’s biggest brands including Adidas, Nike, Asda and BMW to help them identify the customer experience improvements that will have the biggest impact on their businesses.

How it works

Start conversations with customers wherever they are and turn data into insights and actions that improve customer loyalty and spend. It’s powered by iQ, our predictive intelligence engine that learns on your data and automatically surfaces deep insights whether it’s from open text or detailed statistical analysis. With built-in closed-loop ticketing, you can set up alerts and empower your teams to address customer feedback quickly, stepping in to improve the experience and keep your customers happy.

The Qualtrics Experience Management Platform™ shows you the full picture on a single platform with feedback from every channel all feeding into a single system of record. Plus, with APIs into everything from your CRM to web analytics software you can model the impact of your improvements and link your customer experience program to operational KPIs like average spend, profit and revenue.

Book a demo today to see how it works -

In Association With (1)

Move now commercial brokers deliver custom made transaction services for luxury retail real estate on three continents.
Wir realisieren selbst für komplexeste Anforderungen bei Transaktionen von Miet- und Kaufverträgen in Retail-Luxuslagen passgenaue Ergebnisse auf drei Kontinenten.
Nous proposons un service personnalisé pour les transactions immobilières commerciales de luxe sur trois continents.
Forniamo servizi personalizzati per transazioni immobiliari per il luxury retail in tre continenti. 
Мы предоставляем персональные услуги по сделкам с элитной недвижимостью на трех континентах. 

Supporting Partners (7)

Good Growth puts people in charge of technology to drive superior performance. Our trademarked processes have been adopted by leading global brands in key sectors to build powerful customer insight and exploit this to grow sales and improve the performance of digital marketing investment.  Our clients include The Economist, The Financial Times, Channel 4, Telefonica/O2, Regus and Virgin Active, along with a wide selection of UK high street and online retailers.  They work with us to transform performance in Conversion Rate Optimisation and Digital Marketing.

We deliver commercial outcomes using a distinctive and disciplined approach and offer a very different way of working to the traditional agency model: we measure everything in relation to our commercial impact.  This thinking is the basis for one of the UK's top selling e-commerce books over the last couple of years: ‘Leading Digital Strategy’ co-authored by our founding partners James Hammersley and Professor Chris Bones.

AlixPartners is a results-driven global consulting firm that specializes in helping businesses respond quickly and decisively to their most critical challenges – from urgent performance improvement to complex restructuring, from risk mitigation to accelerated transformation. These are the moments when everything is on the line – a sudden shift in the market, an unexpected performance decline, a time-sensitive deal, a fork-in-the-road decision. We stand shoulder to shoulder with our clients until the job is done, and only measure our success in terms of the results we deliver. We partner with you to make the right decisions and take the right actions. And we are right by your side. When it really matters.

More than just an energy supplier, we offer a range of innovative and tailored energy solutions to help you use energy more efficiently. From Building Energy Management Systems to monitor and manage your energy, to battery storage to optimise your energy and improve security of supply, we offer a fully managed end-to-end service delivering solutions to help make your business more profitable.

Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in software as a service, platform as a service, infrastructure as a service, and data as a service.

Companies can innovate faster, improve customer engagement, drive business-process efficiency, and accelerate digital transformation. Oracle is the enterprise technology partner that positions companies for tomorrow, today. 

Rubikloud is the world’s leading machine learning platform for retail. Our full-stack, cloud native platform, and two flagship applications automate and improve mass promotional planning and loyalty driven marketing for multi-billion dollar retailers.

We target mission-critical business problems by analyzing large amounts of data from multiple legacy sources as well as new and offline systems. This empowers retailers to take tangible actions with powerful results.

Shell Retail

With around 44,000 sites in more than 70 countries, Shell is the world’s largest mobility retailer and one of the largest single-branded retailers of any kind on the planet.​

But as well as being the biggest, we aim to be the best.


By providing top-quality fuels. By offering outstanding convenience retail products in our stores. By investing in a sustainable tomorrow. By taking customer service to new heights through a dedicated, passionate team of half a million Service Champions on Shell branded forecourts. And by constantly innovating to meet our customers’ need for high-quality, convenient retail experiences that make their life’s journeys better.​

Who We Are

Retail is the face of Shell, touching the lives of 30 ​million customers every single day.​

This makes us the primary driver of the company’s brand positioning; the ‘shop window’ for our business that is seen, experienced and judged by everyone who visits us. ​

We take this responsibility seriously by placing customers at the heart of our business. We treat every interaction as a chance to bring the Shell Retail purpose to life by making people’s journeys better and supporting the short- and long-term success of our brand. ​

But if we, as Retail, are the face of Shell, the face of Shell Retail are the people working at Shell branded stations. The ones who serve and delight our customers every single day through ‘Welcome to Shell’, our approach to service. Their passion and skill is what brings Welcome to Shell to life, building loyalty and advocacy among our customers – now and for generations to come.​

Revolutionising the future of urban logistics, Stuart is the leading on-demand solution powering the way goods are transported in a customised way. By enabling businesses with our powerful technology and simple website/app integration, we connect them to high quality couriers to offer industry leading delivery precision, speed and flexibility.


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