You are invited to Retail Week’s annual Consumer Summit – an extravaganza of inspiring content designed to help retailers reshape their CX strategies.

This free-to-attend event is the meeting place for those hungry to network with their peers and learn from the retail’s leading minds, with brand leaders, consumer experts and industry partners set to take the stage.

When? Thursday, September 17, 8.30am-12.30pm 

Where? The Orchard, Marble Arch, London  

Agenda

8.30am-9.10am

NETWORKING BREAKFAST

Join us for coffee, croissants and conversation with your fellow retailers  

9.10am-9.20am

 OPENING ADDRESS 

Hear from Jade O’Donoghue, Event Director, Retail Week, as we start the morning of content and pique your interest for the sessions to come.

9.20am-9.40am

PRESENTATION

What will next year’s consumer want?

Consumer trends continue to evolve. Shoppers are the ultimate drivers of innovation and creativity throughout the retail ecosystem. We look at the latest research and trends reports to highlight the key developments that should be on every retailer’s radar.

In this session, we will explore:

• The key consumer trends for 2026 and beyond, from the big picture to the niche 
• What they mean for retailers
• The new solutions that will be required to meet these ever-changing demands

9.40am-10.10am

PANEL

Designing tomorrow’s CX: AI-powered strategies redefining consumer experiences

AI is being applied across business operations, upgrading consumers’ ecommerce experience at a dizzying pace. 

From advanced search functionality bringing the wow factor to shoppers’ front-end experience to innovative applications behind the scenes, join us as we discuss AI’s game-changing-role in UX, now and in the future. 

This session will explore:

• How advances in AI – from search functions and haggling tools to back-office applications – are bringing the right amount of friction to the customer journey 
• How retailers are tapping into the power of hyper-personalised communications when user generated content combines with AI 
• The potential impact of video across the value chain: from shoppable content, to productivity boosts and streamlined operations 

10.10am-10.40am

PANEL

Beyond points: loyalty as lifestyle

Whether a points system, discount codes for repeat customers or members-only deals, most retailers are offering a financial incentive for loyalty. While these might work at first, the programmes that are really resonating are the ones that feel less like marketing campaigns and more like movements.

From charity-based rewards, to gamified engagement tools, meet the experts shaking up the concept of the loyalty programme.

In this session, we will explore: 

• The retailers succeeding in connecting with customers on a much deeper level
• How to create communities consumers don’t just join but champion 
• How customer data feeds into loyalty and what you should be collecting

10.40am-11.10am

NETWORKING BREAK

Meet more of your fellow retailers, discover new brands at our showcase and grab some refreshments before the second half of the Summit commences.

11.10am-11.30am

PRESENTATION

Building a buzz: getting customers to discover, engage and convert

Launching a new brand, product or concept in the current retail environment requires much more than just a great idea – it needs precision, creativity and a cross-channel strategy that captivates and converts an audience.

Join us as we hear from the experts on building a buzz and delivering measurable results.

We will explore:

• The best in cross channel marketing strategies
• Using advanced analytics to segment customers and deliver hyper personalisation
• Attracting, converting and retaining customers

11.30am-12.00pm

FIRESIDE CHAT

From AI to IQ: data driven decisions and the role humans play

Traditionally, retailers have relied on gut instinct, local knowledge, and frontline experience to drive decisions but in today’s digital landscape, the smartest businesses are blending this human intuition with AI.

From using predictive analytics to anticipate trends, to building dynamic customer profiles, the way data can assist with decisions is becoming more accurate and more intelligent. 

In this session we will explore: 

• How businesses can move beyond spreadsheets to instead create ever-evolving sources of intelligence for all teams
• Examples of retailers successfully using AI in their data strategy
• The cultural shift required to make data accessible and easily actionable

12.00pm-12.20pm

CLOSING REMARKS

Our Retail Week host will wrap up the day of content and highlight the key insights 

Get involved 

The Consumer Summit 2025 provides exclusive speaking opportunities, targeted lead generation and brand awareness among a captive audience. Share your insights with retailers and position yourself as a thought leader in the customer experience space. 

Contact Retail Week’s Commercial Content Director Nicola Harrison to find out more: nicola.harrison@retail-week.com.

Alternatively, if you are a retailer or brand with a great story to tell and would like to speak at the summit, contact Retail Week’s Events Director Jade O'Donoghue: jade.odonoghue@retail-week.com.