20+ Cross-Sector, Brand-Side, European Email Experts Share The Latest Updates & Fresh Strategies To:

Cut Through Inbox Clutter, Captivate Audiences & Boost Conversions:

AI-Driven, Hyper-Personalised & Customer-First Email Marketing For Impactful Campaigns & Holistic CRM Strategies Which Drive Real Results For Brands

REGISTRATION OPENS

08.15 Registration & Informal Networking

OPENING REMARKS

09.00 GIC Welcome & Morning Chair’s Opening Remarks

Sabina Van Wijk, Senior Director Digital Acceleration Europe, The Coca-Cola Company

CUSTOMER-CENTRIC EMAIL

09.10 Transform Every Email Into A Valuable Touchpoint, Building Trust, Driving Engagement & Strengthening Customer Loyalty With Hyper-Relevant Messaging

Shift from a business-first to a customer-first email strategy by delivering content that aligns with real user needs, preferences, and behaviours
Leverage zero- and first-party data to craft hyper-relevant messaging while respecting privacy expectations and building trust
Balance automation and personalisation to ensure emails feel tailored yet scalable, avoiding over-targeting that may alienate customers
Understand the psychology of email engagement—from emotional triggers to timing, subject lines, and format—ensuring every email lands with maximum impact

Amélie Lelangue, CRM & E-mail Expert, Colruyt Group

HYPER-PERSONALISATION THAT PERFORMS

PANEL Q&A

09.30 Unlock The Power Of Hyper-Personalisation & Smart Segmentation To Deliver High-Impact, Tailored Email Campaigns That Engage & Convert

Data dilemma! Perfect hyper-personalisation by using data strategically to create meaningful connections without overwhelming or unsettling customers
Scale personalisation effectively by leveraging AI and automation while maintaining authenticity and ensuring content remains relevant to diverse audience segments
Move beyond just first-name personalisation to tailor content, messaging sequences, and user journeys to maximise engagement and conversion rates
Ensure personalisation strategies comply with evolving regulations by embedding best practices that keep communications ethical, transparent, and customer-centric

Paula Fong, Director, Growth Marketing, Booking.com

Jenny Armstrong, Global Head Of CRM, Diageo

Abhineet Kesarwani, Regional Director, CVM & Digital, Lyca Mobile Group

Margarida Batista, Omnichannel Operations Lead (UKINOR), Grünenthal Group

Giuseppe Tindiglia, Global CRM Manager, MSC Cruises

Nina Pollex, CRM Expert & Cultural Representative – Sales & Retail, The Walt Disney Company

10.00 Bonus Session; Reserved For Exclusive Conference Partner

10.30 Morning Refreshment Break With Speed Networking & Peer Discussion Zones

AI ADVANCEMENTS & THE FUTURE INBOX

11.00 Leverage AI & Automation To Elevate Your Email Marketing & CRM—From Content Creation & Segmentation To Smarter Testing & Optimisation For Maximum Engagement

Go beyond generative AI—uncover the full spectrum of AI applications, from predictive segmentation to behavioural insights that refine targeting strategies
Maximise AI’s potential in content creation, from crafting compelling subject lines to dynamic, personalised messaging that drives engagement
Balance AI-driven decision-making with human oversight—how much control should AI have over content, design, and audience selection?
Mitigate risks and maintain ethical AI use by establishing policies, governance, and best practices to align AI innovation with trust and compliance
Harness AI-driven automation across CRM to streamline workflows, optimise send times, and ensure hyper-relevant customer interactions

Bas Lemmens, President, HotelPlanner

PROVING EMAIL ROI – DATA & MEASUREMENT

11.20 Turn Data Into Action—Measure, Analyse & Optimise Your Email Marketing Performance To Prove ROI & Justify Investment With Revenue-Driving Strategies

Pinpoint the most effective KPIs beyond open and click rates by tracking conversions, revenue impact, and long-term customer engagement
Align email marketing with broader business objectives, demonstrating how email contributes to customer acquisition, retention, and overall revenue growth
Unlock the power of attribution models, measuring email’s true influence across the customer journey and proving its value within omnichannel strategies
Test, iterate, and improve—explore A/B testing, predictive analytics, and personalisation tactics that enhance effectiveness while reducing wasted spend

Francesco Simone, WW Head, CRM & Customer Insights, Givenchy

BOLD & EFFECTIVE EMAIL DESIGN

11.40 Create Eye-Catching, High-Impact Emails That Cut Through The Noise, Harnessing Interactive Design, HTML Innovations & Creative Storytelling To Drive Engagement

Discover how to balance creativity with usability and ensure bold, visually striking emails remain accessible, functional, and optimised across devices
Appeal to diverse audiences through crafting compelling designs that resonate with both Gen Z and Millennials while maintaining brand consistency
Push the boundaries of email creativity—learn what’s possible beyond static templates, from personalised animations to gamification elements that boost engagement
Elevate email storytelling, combining strong visual hierarchy, compelling copy, and seamless user experience to enhance brand impact and drive conversion

Giuseppe Tindiglia, Global CRM Manager, MSC Cruises

MASTERING DELIVERABILITY

12.00 Ensure Your Emails Land In The Inbox & Not The Spam Folder With Proven Deliverability Tactics & Best Practices To Get Through To Your Customer

Navigate the evolving landscape of email deliverability by understanding what constitutes a strong delivery rate across different providers and industries
Master IP warmups and segmentation strategies to optimise inbox placement while maintaining sender reputation and engagement levels
Tackle growing privacy restrictions and shifting spam filters by leveraging authentication protocols, email tagging, and real-time deliverability monitoring
Stay ahead of ISP algorithm updates and spam filter changes with practical insights to future-proof your email success

Federica Rotondi, Head Of CRM, Miele

12.20 Lunch & Informal Networking For Speakers, Delegates & Partners

13.20 Afternoon Chair’s Opening Remarks

Dan Scott, Customer Experience Manager, Novartis

AUTOMATION & GROWTH

13.30 Boost Efficiency & Supercharge Profitability With High-Impact, Scalable Email Automation Strategies

Dive into the methods that businesses are using to scale automation to meet increasing demands post-pandemic, balancing efficiency with engagement in a leaner workforce
Explore automation strategies that are tailored for highly regulated industries, ensuring compliance while delivering seamless, customer-friendly communications
Identify the right automation tools and workflows to streamline customer journeys, boost retention, and drive sustainable long-term growth

Ryan Mancino, Head Of Data & Analytics, WeRoad

Flavio Iervolino, Senior CRM Manager, WeRoad

COLRUYT GROUP CASE STUDY

13.50 Exclusive Case Study With Colruyt Group

Antoine Simone, Head Of AI For Marketing, Colruyt Group

DRIVING LOYALTY & RETENTION

PANEL Q&A

14.10 Master The Art Of Retention-Boosting Strategies, Re-Engagement Campaigns & Seamless Customer Journeys To Secure Long-Term Brand Loyalty

Unlock the key drivers of long-term customer retention by delivering value beyond the first purchase and fostering emotional connections with your brand
Strike the right balance between rewards, personalisation, and seamless experiences to maintain engagement without overwhelming or alienating customers
Combat loyalty fatigue by evolving your approach—explore fresh, innovative ways to keep customers excited and invested in your brand over time
Leverage AI and predictive analytics to anticipate customer needs, personalise interactions, and proactively reduce churn
Explore how leading brands are adapting to shifting consumer expectations and redefining retention strategies in an era of choice overload

Isabel Mather, Head Of Publishing, UK, Travelzoo

Josep Ruiz Sánchez, Omnichannel Manager Iberia, CSL Vifor

Nina Pollex, CRM Expert & Cultural Representative – Sales & Retail, The Walt Disney Company

FEEDBACK & REFLECTION

14.40 Reflect On Key Insights Learned & Critical Takeaways From The Event So Far

Take a step back to reflect on the key insights from the day, share thoughts with peers, and discuss practical takeaways to drive real change. This interactive session offers a space to exchange ideas, ask questions, and leave feeling empowered with clear next steps for advancing diversity, equity, and inclusion in your organisation.

15.00 Bonus Session; Reserved For Exclusive Conference Partner

15.30 Afternoon Refreshment Break With Speed Networking & Peer Discussion Zones

COMPLEMENTING OMNICHANNEL

16.00 Seamlessly Orchestrate Multi-Channel Customer Journeys To Drive Engagement, Maximise Conversions & Deliver A Consistent Brand Experience

Map out smooth omnichannel experiences by aligning email, push notifications, SMS, and in-app messaging to guide customers through the journey effectively
Explore the role email plays within the wider customer journey, acting as a key storytelling and conversion tool that complements and extends other touchpoints
Avoid channel fatigue and overcommunication and toe the line between frequency, relevance, and personalisation to maximise impact without overwhelming customers
Discover how different teams and functions can align their use of email alongside apps, CRM, digital, and other comms to maintain consistency and maximise results

Abhineet Kesarwani, Regional Director, CVM & Digital, Lyca Mobile Group

NESTLÉ SPAIN CASE STUDY

16.20 Exclusive Case Study With Nestlé Spain

Isabel Bargans, Head Of CRM Iberia, Nestlé Spain

Juan Carlos Murillo, CRM Data Manager, Nestlé Spain

CREATING STANDOUT CONTENT

16.40 Craft High-Impact, Engaging Emails That Capture Attention & Drive Meaningful Action

Leverage modular content strategies to streamline approval processes, accelerate campaign execution, and maintain brand consistency
Develop dynamic, visually compelling emails that cut through inbox clutter and drive higher engagement rates
Balance creativity with performance by testing and optimising content formats, layouts, and messaging for maximum impact
Reposition content via audience preferences, ensuring relevance and resonance across different demographics and customer segments

Jessica Crouch Perry, Product Director, Condé Nast

17.00 Afternoon Chair’s Closing Remarks & Official Close Of Conference

Dan Scott, Customer Experience Manager, Novartis