From Inbox To Impact: Cut Through Mailbox Noise, Captivate Consumers, & Revolutionise Your Campaigns With:
16th Annual One-Day, Cross-Sector Conference & Networking Exhibition, One Great George Street, London, 16th June 2026
Dynamic & Impactful Personalisation ■ Mastering AI Capabilities ■ Conquering Omni-Channel Strategies ■ From Data To Conversions: Maximising CRM Potential ■ Customer-Centric Email Strategies That Cut Through ■ Autonomous & Tech-Savvy Marketing Strategies ■ Unified Customer Journeys ■ Innovative & On-Trend Email Copy & Design ■ Driving Lasting Customer Loyalty & Retention ■ Critical Measurement & ROI
08.15 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Lewis Done, Marketing Strategy & Effectiveness Manager, Matalan
Laxmi Patel, Head of CRM Product & Planning, Virgin Media O2
DYNAMIC & IMPACTFUL PERSONALISATION
PANEL Q&A
09.10 Deliver Scalable, Authentic & Personalised Email Experiences By Leveraging AI, Behavioural Insights & Dynamic Design To Drive Engagement, Loyalty & Revenue
- Personalisation that resonates! Discover how to leverage viewing habits, behavioural data, and core brand values to deliver content that feels authentic and relevant for customers
- Master best practices for dynamic, personalised email design that balances accessibility and visual impact to capture attention and drive engagement
- Leverage advancements in artificial intelligence to craft scalable, hyper-personalised email campaigns that foster long-term customer engagement and brand loyalty
- Equip your team with the skills, training, and organisational frameworks needed to deliver scalable, high-impact personalisation – turning AI potential into measurable business results
Satty Dhillon, Head of Marketing Analytics, Accor
Bukola Odunaiya, Senior Partner Marketing, Expedia Group
Josh Beale, Principal Account Director, Global Retail & CPG, Mapp
Charmine Karunanithy, CME Operations Manager, Compare the Market
Ezgi Mitchell, Marketing Lead, Sky
Christian Cowie, Head of Marketing, Nottingham Building Society
MASTERING AI CAPABILITIES
09.40 Drive Proven, AI-Enhanced Email Performance By Leveraging Automation, Real-World Use Cases & Forward-Looking Insights To Maximise Engagement, ROI & Growth
- The future of email: equip your organisation with the capabilities, training, and frameworks required to deliver scalable, high-impact, AI-powered personalisation
- Harness AI to supercharge content creation at scale: discover how intelligent automation can speed up copywriting, optimise templates, and simplify daily email workflows – without compromising authenticity or compliance
- Transform theoretical AI into action: explore real-world use cases that deliver measurable ROI and inspire new approaches
- Gain actionable insights into what to expect through 2026 and beyond and identify where to focus in 2027 to stay ahead in the AI-driven marketing landscape
Aileen Stephenson, Sr. Director Digital Marketing, Ericsson Enterprise Wireless Solutions
CONQUERING OMNI-CHANNEL STRATEGIES
DOUBLE PERSPECTIVE
10.00 Embed Email At The Heart Of Your Omnichannel Strategies To Streamline Customer Journeys & Strengthen Brand Narratives
- Master the art of truly seamless customer engagement by ensuring consistent messaging, unified data flow, and uninterrupted customer context
- Decode the strategy behind email and SMS harmony – minimise channel conflict, maximise incremental gains, and fine-tune timing and delivery for seamless customer experiences
- Elevate every touchpoint with intelligent personalisation – leverage the right insights at the right moments to deliver relevance that charms customers and fuels loyalty
- How do we turn marketing automation into a tool that guarantees seamless, cross-channel customer experiences?
10.00 Perspective 1
10.20 Perspective 2
Zeke Wu, Global CRM Program Manager, Nissan Motor Corporation
10.40 Bonus Session; Reserved For Exclusive Conference Partner
11.10 Morning Refreshment Break With Informal Networking
FROM DATA TO CONVERSIONS: MAXIMISING CRM CAPABILITIES
DOUBLE PERSPECTIVE
11.40 Leverage Strategic Data Modelling & AI to Power Personalised Campaigns, Build Customer Trust, and Drive Measurable Engagement Across Your CRM Ecosystem
- Build smarter personalisation engines through strategic data modelling: identify which data points matter most, what models to train, and which deliver the highest impact on engagement and conversions
- Respect customer data and build trust: use data responsibly to deliver real value while minimising unsubscribes in an era of heightened privacy awareness
- Which cutting-edge models, algorithms, and AI tools can unlock the full potential of your data for maximum impact and elevated conversions?
- Avoid email marketing in isolation! Leverage your CRM end-to-end, track customer behaviours post-email to measure real impact and uncover how your campaigns truly drive results
11.40 Perspective 1
Rona Willicott, Head of CRM, Ford of Europe
12.00 Perspective 2
Marie Burden, Senior Global Marketing Operations Director, Haleon
12.20 Bonus Session; Reserved For Exclusive Conference Partner
CUSTOMER-CENTRIC EMAIL STRATEGIES THAT CUT THROUGH
12.35 Unlock True Customer Engagement With Email Strategies That Balance Customer Needs, User Behaviour & Customer Data For Maximised Clicks & Sky-High Conversions
- Stay ahead of the curve! What do customers want from their emails? With consumer tastes always developing, how can you adapt content that truly fosters engagement and builds lasting connections with your customers?
- Being left on read? Discover the reasons email campaigns fall short and deliver content that truly connects with customers, stands out from the noise and boosts ROI
- Segmentation tools are commonplace… but are you using them to their fullest? Unlock the potential of segmentation to deliver the right message to the right audience
Anna Whelan, Email Marketing Manager, Victoria & Albert Museum
12.55 Lunch & Informal Networking For Speakers, Delegates & Partners
13.55 Afternoon Co-Chairs’ Opening Remarks
Tony Miller, Interim CMO & Non-Exec Advisor, Direct Line Group
David Hawksworth, Customer Engagement Director, Autotrader
AUTONOMOUS & TECH-SAVVY MARKETING STRATEGIES
PANEL Q&A
14.05 Step Into the Future of Inboxes With Cutting-Edge AI & Tech Innovations Set to Redefine Email Marketing and Supercharge Customer Engagement
- iOS updates, gmail promotions tab, AMP for email… design agile email strategies that rapidly adapt to tech updates, minimising disruption and ensuring seamless user experiences
- The future of inboxes! What is on the horizon? Explore emerging trends and innovations in email marketing AI and tech that will shape the future of customer engagement
- How do we safely expand AI’s use to improve customer insight? Explore how AI can sharpen your view of customer behaviours and emotions to deliver more personalised marketing messages
- How can AI simplify your marketing operations? Learn to harness its power to give marketeers more creative freedom, inspiring smarter strategies and campaigns that deliver stronger ROI
Mohit Sinhmar, CRM Solutions Manager, Expedia Group
Razia Begum, Senior CRM Officer, University of Greenwich
UNIFIED CUSTOMER JOURNEYS
DOUBLE PERSPECTIVE
14.35 How To Create Cohesive, Hyper-Personalised Experiences That Enhance The Customer’s Experience
- How well do you know your customers? How can you action key data insights to create accurate customer segments and deliver hyper-personalised email communications?
- Leverage data at critical touchpoints to boost conversions and inspire action, delivering measurable, proven results
- Harness insights into customer experiences to deliver email content that captivates, converts and retains customers
14.35 Perspective 1
Jon Dytor, Head of Digital Marketing (Technology) – Commercial Division, Close Brothers Asset Finance and Leasing
Juliet Stephenson, Marketing Automations Specialist – Commercial Division, Close Brothers Asset Finance and Leasing
14.55 Perspective 2
Abigail Larkin, Senior CRM & Engagement Executive, Addison Lee
OPTIMISING YOUR EMAILS IN SUB-OPTIMAL CIRCUMSTANCES
15.15 Case Study
Swéta Rana, Head of Digital Marketing. Middlesex University
15.35 Bonus Session; Reserved For Exclusive Conference Partner
15.50 Afternoon Refreshment Break With Informal Networking
INNOVATIVE & ON-TREND EMAIL COPY & DESIGN
16.20 Don’t Fall Behind With Your Email Design! Enhance Customer Experiences & Drive Conversions With Dynamic, Fresh & On-Trend Email Copy & Design
- What’s possible? Explore the impact of AI and ML on content creation and delve into the impact of personalisation at scale
- Discover and innovate bold creative formats in marcomms to ensure cross-channel design consistency and captivate with exciting calls to action
- How can you use CDPs effectively? Targeted messaging, segmentation and true customer data, how can we exploit these for boosted email marketing performance?
Priya Verma, Senior Analytics Implementation Engineer, Compare the Market
DRIVING LASTING CUSTOMER LOYALTY & RETENTION
PANEL Q&A
16.40 Transform First-Time Buyers Into Loyal Brand Advocates By Leveraging CRM Insights, Prioritising Seamless Customers Journeys & Driving Relevant Campaigns & Personalised Touchpoints
- The biggest challenge… from first to second purchase! Learn the tactics that turn first-time buyers into repeat customers through relevance, reassurance, and frictionless experience design
- Prioritise end-to-end customer journeys to uncover what drives loyalty, and craft campaigns that drive retention and revenue
- Develop smarter data-capture strategies that reveal what your loyal customers really want from your emails and turn that knowledge into relevance and retention gains
- Stay ahead of the curve by unlocking the full power of your CRM to deliver advanced personalisation that elevates your brand and deepens the loyalty-driving touchpoints that keep customers coming back
Tash Reynolds, Head of Retention & CRM, Huel
Sarah King, Head of CRM & Loyalty, THG
Emma-Louise Birch, Senior Manager Loyalty & CRM, Costa Coffee
Ian Barnor, Senior CRM Manager – Loyalty, Currys
Gemma Barter, Head of Digital Marketing, Honest Burgers
George Williams, Senior CRM Manager, FARFETCH
CRITICAL MEASUREMENT & ROI
17.10 Prove Emails’ True Revenue Power! Focus On The ROI Benchmarks That Matter & Showcase Impact Across Your Entire Business
- Are your email campaigns genuinely driving conversions – or simply looking good in the reports? Discover how marketeers and CRM pros can measure what truly moves the needle
- Are CTRs masking the real story behind your campaigns? Discover smarter metrics that deliver a transparent, more complete understanding of customer behaviour and true performance
- Which ROI benchmarks matter most, and how can CRM teams clearly demonstrate their revenue impact to the wider business?
Tom Messett, Head of CLM, Haven Holidays
17.30 Afternoon Chair’s Closing Remarks
Tony Miller, Interim CMO & Non-Exec Advisor, Direct Line Group
17.40 Official Close Of Conference
