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Where the "North Star" vision meets the reality of the shop floor.
Changemaker is where the commercial reality behind the vision is made clear. If Supernova reveals the new customer context, Changemaker shows how companies find each other, work together and change established ways of operating to make those new experiences possible.
These sessions focus on the partnerships, propositions, operating models and trade-offs that turn ambition into differentiated growth - not just the same sector story, slightly faster.
09:30
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A single evening at home is now the most concentrated commerce environment in modern life, where media, food, retail and identity converge in real time. The sofa economy is no longer passive consumption. It is a high-frequency decision engine where attention, identity, and fulfilment collapse into one loop. How do you convert entertainment attention into commercial action without breaking the experience? Where does the moment of choice actually sit when streaming, ordering, and shopping happen simultaneously? How do identity, loyalty, and payments become invisible infrastructure for repeat behaviour? What does partnership look like when no single brand owns the full journey?Moderator
11:00
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No single organisation now owns the full path from demand to fulfilment. Retailers depend on delivery platforms, delivery platforms depend on payments and identity infrastructure, and pricing engines built for one sector are quietly becoming the blueprint for others. As demand goes permanently live, the operating model that wins isn't the one with the best internal system ,, it's the one with the best partnerships plugged into it Where does your operating model now quietly depend on someone else's infrastructure; payments, identity, logistics, fulfilment? Overcoming real-time demand problem and a payments network's real-time trust problem look nothing alike on the surface. Where do they actually rhyme? • When a partnership breaks, is it your system that fails, or the handoff between your system and theirs? What would it take to build a shared operating playbook across sectors that don't currently see themselves as peers?
11:30
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Loyalty programs are evolving, and companies in sectors like travel, finance, and retail are finding new ways to integrate shared value models. How do companies in travel, finance, and retail align loyalty structures across fragmented ecosystems? Where have brands succeeded (and failed) in building shared value programs that scale across multiple sectors?
12:20
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As >3bn consumers and shoppers use LLMs like ChatGPT and Gemini, upgrading your PDP, owned and earned properties with the right hero product attributes and claims is the next frontier of sales growth. Hear from the cutting edge of brands that are successfully deploying capabilities to scan, revise and deploy the right signals to take a greater % SOV at product, topic and category level. This will be an interactive session on how your brand, or as a retailer, products across your digital shelf can apply this intelligence for competitive advantage as frontier LLMs and shopping agents rewire consumer behaviours.Sponsored by:
13:45
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KEYNOTE: The New Customer Journey: How Social and AI Are Reshaping Discovery, Decisions and CommerceAI is no longer just optimising single businesses , it's becoming the connective layer that lets brands, platforms and retailers build shared commerce experiences across sectors that never used to work together How is AI turning fragmented data across brands and platforms into a shared, real-time view of the customer? Where are cross-sector partnerships forming because of AI, that wouldn't have made sense before it? What does an AI-powered partnership model look like when no single partner owns the full customer journey?
14:10
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Wearables are becoming less about devices and more about the customer relationship they enable. Health, retail, sport and lifestyle brands are exploring how personal data can create more relevant experiences, from preventative health and wellbeing to loyalty, commerce and community.The opportunity is not simply collecting more data; it is building trusted ecosystems around customers’ lives How are brands moving from transactions to continuous relationships through customer data? Where can health and behavioural insights create better experiences beyond fitness? How do brands balance personalisation with trust and transparency? What partnerships are needed when no single organisation owns the whole customer journey? Will personal data become the next loyalty infrastructure?Moderator
15:00
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What does it take to break through in a crowded category and turn distinctiveness into commercial impact? Hear from three completely different category trailblazers -Lebara, Monzo and Hastings Direct - on what actually drove their success, and the unlikely thread that connects them
- What did you refuse to look, sound or behave like, that everyone else in your category took for granted?
- Crowded categories usually compete on price or product spec so how did you make the conversation about something else entirely?
- Telecoms, insurance and banking look nothing alike on paper, what is the one thing all three of you did that made distinctiveness commercial, not just memorable?
Moderator
15:50
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Airports are no longer transit spaces, they are high-density commerce systems where identity, intent, and impulse converge within a fixed window of time. Who owns the passenger in the 90-minute window like transport providers, retailers, or platforms? How do you build a shared identity layer across fragmented airport ecosystems? What does real-time, consented commerce look like in a transient, high-pressure environment? Where is value captured when dwell time becomes the primary currency? Can airports evolve from infrastructure into fully integrated commercial operating systems?Moderator
09:30
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Fans are no longer episodic audiences. They are continuously engaged relationships spanning sport, media, retail, and lifestyle How do you turn fans into 24/7 commerce and content audiences, not just matchday spikes? What does a unified fan identity look like across telco, retail, and media ecosystems? How do you extend fandom into music, gaming, travel, and wellness? What capabilities are required to operate in a never-off consumer environment?Moderator
11:00
11:30
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How do consumers moves from the first digital touchpoint to in-trip applications, such as adding car rentals, pre-booking on-site holiday park entertainment, or upgrading dining experiences post-purchase and what pitfalls can be avoided to maximise commercial opportunities?Moderator
12:25
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In prestige beauty retail, attracting users to an app is only half the battle; keeping them engaged and driving them to purchase is the real challenge. This session explores how Sephora revolutionized its mobile strategy by replacing static assets with a social-media-inspired, video-driven "Beauty Feed" to turn its app into a dynamic destination for discovery. What exactly is the "experience gap", and why are traditional static content and passive browsing no longer enough to capture modern consumers? How did Sephora move beyond static imagery to utilize interactive elements like polls and quizzes, resulting in a 139% increase in engagement? What does it take to connect content to commerce, using shoppable video feeds to drive a 133% increase in retail orders? Which mobile-first video strategies successfully resonate with younger demographics, capturing Gen Z as 40% of the engaged user base? What insights from the initial Australian pilot, which delivered an 8.5% boost in conversion ra …Sponsored by:
13:45
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Identity is becoming the backbone of cross-sector ecosystem, but also the primary battleground for control and value capture How identity is governed across multiple organisations in shared ecosystems Where control over identity creates competitive advantage How trust and commercial access are negotiated between partners What determines influence over identity standards across sectors
14:10
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The traditional path-to-purchase is dead; replaced by a high-frequency, split-second decision loop that plays out on the couch every weekend. For brands operating in live entertainment, sports betting, and super-app commerce, a weekend night is a race against time, distraction, and cognitive load. This session dissects how the UK's most advanced digital platforms capture hyper-focused attention and convert it into immediate commercial actions without disrupting the user experience. We will explore the hidden mechanics of invisible wallet infrastructure, how real-time data triggers drive impulse behaviour, and what happens when cross-industry partnerships unite to monetize the modern night-in How do you strip away friction to convert live entertainment adrenaline into immediate transactional revenue? Where do automated payments, loyalty data loops, and subscription models sit when cross-screening happens simultaneously? How can brands leverage instant data (live game events, delivery co …
15:00
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Successful places are more than commercial developments, they build a strong identity and sense of belonging that attracts customers, residents, investors, and communities over time What does it take for a neighbourhood to be great and develop a distinctive character that makes them recognisable, desirable, and meaningful to the people who use them? How to meaningfully integrate culture, leisure, retail, hospitality, and community? The secret sauce to creating environments where customersModerator
Why These Sessions Matter
The Changemaker Theatre is your shortcut to two essential outcomes:
- Steal Proven Patterns: Take a proven blueprint or metric and apply it to your business next week.
- Master the Enabling Layer: Understand the "minimum viable stack" required to turn commercial intent into a reality.
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We have moved past the era of separate industries competing for the same transaction; we are now in the Post-Channel Era, where focus converges entirely on the customer’s life, not just the touchpoint.
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A 400-capacity space dedicated to the how. We move past the polished highlight reels to focus on implementation stories that admit the mess—the projects that succeeded because of, or despite, significant obstacles.
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Designed for leaders who need to bridge the gap between high-level strategy and technical delivery. We strip away the vendor jargon and replace it with practical methods, patterns, and tools you can actually use.
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The Think Tanks are closed door sessions for senior leaders. We move past stage-managed presentations to focus on the strategic trade-offs that determine board-level success.
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