Day One - Tuesday 16 March 2021
09:30 Changing consumer behaviour
The Consumer Champion
Retail Expert / Author
How consumer behaviour has changed as a result of the pandemic and what that means for retailers and brands. The session also looks at how retailers can trade out of the pandemic.
Martin has worked for over 35 years leading the multichannel operations for some of the world’s most recognisable retail brands. These include Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker.
His bestselling book 100 Practical Ways to Improve Customer Experience, is
seen as definitive within the sector and was shortlisted for the Business Book of the Year Award 2019. Following his career in the consumer sector, Martin founded global ecommerce and digital consultancy Practicology, which was sold in 2018 after having scaled up to a global staff of 100 in offices across the UK, EU, Middle East and Asia.
Martin has since set up The Customer First Group and new consumer facing website Customer Service Action.