Mark Wright

Director of Omni-Channel
B&Q

Mike Durbridge is Director of Omni Channel at B&Q. Mike is accountable for defining and implementing and leading a customer led, Omni Channel Digital Strategy to transform B&Q into a true Omni Channel Retailer, with seamless customer experiences. Prior to joining B&Q in March 2013, Mike spent four years leading the Retail, Online and Contact Centre channels at Vodafone UK, creating the first multichannel operation for Vodafone globally. Mike has had a variety of marketing, sales, commercial and operational leadership roles in telecom, financial services and mail order businesses over the course of his 20 year career and is a strong believer that the key to commercial success for modern retailing is to ensure that customers, enabled by choice, simplicity and consistency, are placed at the heart of any business.

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda

Retail Reinvention

Wednesday, September 6th, 2017

09:20 Keynote: Building A Dynamic Customer Relationship- Getting Ahead Of Customer Expectations Rather Than Falling Behind

Do You Have The Appetite For Change?

52% of consumers are less likely to buy again after a single bad digital experience. If your customer has to wait longer than a split second for a webpage to load, or if you cannot deliver a rich & seamless multichannel experience, that customer could be lost forever. Perhaps the biggest barriers are our legacy systems, which keep us living in the past. But their replacement requires huge investment and disruption- do you have the appetite for major change?

09:40 The Next Generation of Personalisation

Consumers want personalisation - they want to be shown the right content at the moment when it matters to them most. But delivering personalisation is challenging as it requires lots of data and systems to make the experience between retailers and consumers seamless. In this panel, veteran retail thought leaders will open up the discussion about personalisation and share their thoughts on what works, what has failed them and what they see coming in the next few years.