Customer-Centricity Through a Retail Lens

May 15th 2019

17:30 - 21:30

Venue and Agenda

 BMA House 

This year, the 7th Annual Retail and Luxury Goods Conference will be hosted at BMA House in central London.

Steeped in history and architectural beauty, the BMA House in Tavistock Square was home to Charles Dickens in 1851. Since 1925, it has been home to the British Medical Association. BMA House now hosts both private occasions and corporate event hires on its magnificent site.


Arrival & Registration

Opening Remarks

Importance of Customer-Centricity in Retail

Nick Blunden – Chief Commercial Officer, The Business of Fashion       

Utilising Data to Attract the Customer

David Boyle – Customer Insights Director, Harrods

Jenny Cossons – Chief Partnership Officer, Lyst

Charlotte Keesing – COO, Walpole (Moderator)

A New Dawn of Customer Focus in Luxury

Coffee/Tea Break

Customising the Store and Customer Experience

Networking Reception and Emerging Brands Fair

Ambika Patni – Executive Director Global Strategy & Business Initiatives, Jo Malone

Andrew Robb – COO, Farfetch

Gavin Williams – Director of Product, Store of the Future, Farfetch

Nader Tavassoli – Professor, London Business School (Moderator)









Angelo Zegna - Head of Stores, Appear Here

Jeff Hu - Regional Director, WeChat Pay Europe

Our 2019 Speakers

Emerging Brands Fair

We are excited to invite several young and mature brands at our Emerging Brands Fair.  These Businesses will showcase their products and services that span across apparel, accessories, shoes, retail tech platforms or shopping services, and all integrated the value of customer-centricity at the heart of their proposition.

Rooted in tradition, but designed for a modern lifestyle, Baudoin & Lange are forward-thinking shoemakers applying a modern sensibility to an age-old craft. Its founders, Allan Baudoin and Bo van Langeveld are blending the

dual disciplines of art and technology to create footwear, which strikes the optimum balance between comfort and impeccable style.

LetsBab is a marketplace where you can access your favourite brands website with a single click. Shop and browse for yourself or recommend products to your friends. The platform pays every person 5% of the retail price for their recommendations in cash. What you do with the cash is

up to you – keep it or donate

it in the app.

The Endless Wardrobe allows you to wear more of the brands you love, spend less and be more sustainable, by renting clothes from your favourite brands at a fraction of the retail price.

Sueted simplifies last mile delivery and returns for online fashion shoppers by aggregating customer deliveries from multiple retailers and providing premium mobile fitting rooms at the point of delivery, thereby eliminating shoppers' return journey and minimising retailer return windows. They also run pop-ups in high footfall areas, providing unmatched brand awareness to fashion, beauty and accessory brands.

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©2019 by LBS Retail & Luxury Goods Club